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Customer Retention Posts

Intro to Customer Communities: 3 Ways a Branded Online Destination Builds Your Business

Written by Elizabeth Bell on May 28, 2020 at 11:03 AM | 5 minute read

Customer communities – what do they do for your business, really? Is a community a nice-to-have or a must-have?  

Michael Torok and Chris Detzel lead community efforts at their SaaS companies, Delphix and Imperva, respectively. 

They joined us to share why they began their communities, and the benefits they believe community will create for their customers and their organization.

We’re sharing those big ways a branded community benefits your customers and your organization.

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Topics: Customer Communities, B2B Communities, User Group Communities, Customer Engagement, Customer Experience, User Group Management, Customer Retention, Customer Support, Customer Success, Online Community, B2B

Why Every SaaS Company Needs a Branded Customer Community

Written by Elizabeth Bell on May 6, 2020 at 2:18 PM | 3 minute read

Business-to-business software as a service (SaaS) companies are rushing to dedicate resources and specific teams to improve the customer experience (CX). In fact, 80% of customer success teams have grown in the last year (Totango).

The problem is, customer experience issues usually don’t lie just in one department, like sales, or product.

If you do a quick search on LinkedIn to find the titles of people involved in customer experience, you’ll find a range of departments and titles, speaking to this unique problem: CX teams have to address challenges that come from across the company, and it’s not often clear where to start.

Your team of customer success managers (CSMs) and support agents could be the hardest working, most personable people ever, and your customers may still be unhappy. The point is, it’s often a mixture of departments and processes that come together to create a poor or great customer experience.

With such complex challenges, it can be a painstaking task to try to create a plan of action or adopt new tools to support your customers better.

But one approach to solving this company-wide challenge is to pursue customer engagement, by connecting your customers to each other and to you in an online community.

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Topics: Customer Communities, B2B Communities, User Group Communities, Customer Experience, Customer Retention, Customer Success, Customer Advocacy, Online Community, B2B

7 Hard Questions to Evaluate Your Digital Customer Experience

Written by Elizabeth Bell on February 21, 2020 at 8:45 AM | 5 minute read

The hard truth: Your digital customer experience may be disjointed. Forrester Research writes, “Digital experience delivery is a business-critical obligation.” 

For many companies today, especially B2B or SaaS companies, the digital customer experience is the customer experience. Your customers likely interact with you almost entirely online (as they do things like submit support tickets, tag your business profiles on social media, or visit your website), making evaluating your customers’ digital experience a key step on the road to improving it.

You might think your digital customer experience is pretty good. But you won’t know until you take a closer look. Asking these seven questions will help you assess and improve the state of your digital customer experience.

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Topics: Communications, Engagement, Customer Communities, Member Communities, B2B Communities, Customer Engagement, Customer Experience, Customer Retention, Customer Support, Customer Success, Online Community, B2B

Customer Retention: 7 Signs to Help You Identify At-Risk Customers

Written by Calista Rollogas | on September 12, 2019 at 9:55 AM | 6 minute read

Many customer success teams are short on time and understaffed. Maybe you’re even a team of one. In an ideal world, every account would get the same amount of time, but that’s not always possible. It’s imperative to prioritize your time and your customer list, especially when a customer might be at risk for churn.   

Fortunately, we’ve identified seven key areas where you can watch for customer churn, and the types of behavior that signify they’re at risk. These indicators will help you identify areas where you can step in before a customer doesn’t renew.

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Topics: Customer Communities, B2B Communities, User Group Communities, Customer Engagement, Customer Retention, Customer Support, Customer Success, Online Community

Build Your Customer Journey Map with 7 Community Touchpoints

Written by Elizabeth Bell on August 29, 2019 at 10:15 AM | 5 minute read

A great customer experience is all about delighting your customer by making them successful. After your customers complete the buyer’s journey and become customers, they enter the post-sale customer journey, or the “delight” phase.

For many software as a service (SaaS) companies, the delight phase is shared across multiple teams. For example, your customer success, support, product management, implementation, and customer marketing teams may all have a hand in influencing the customer journey.

You may have a customer journey map – an agreed-on, cross-departmental plan for how you will support customers throughout their experience with you, with the goal of delighting them and creating loyal brand advocates.

So where do online communities come in?

An online community, besides being the next wave of customer engagement, is the cross-functional tool or Swiss Army knife you need to support each step of your customer journey.

Learn how to build your customer journey map with these seven online community touchpoints.

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Topics: Customer Communities, B2B Communities, User Group Communities, Customer Experience, Customer Retention, Customer Support, Customer Success, Customer Advocacy, Online Community

4 Reasons Great Customer Experience Makes a Difference in Your Revenue

Written by Elizabeth Bell on August 22, 2019 at 9:45 AM | 5 minute read

Everybody’s talking about how to improve the customer experience (or CX) these days, but if better customer experience doesn’t translate into dollar signs for your revenue growth, then is the effort even worth it? Maybe focusing on customer experience is just a feel-good idea. 

For quality answers to these concerns, we’ll defer to data from Qualtrics XM Institute’s study, ROI of Customer Experience, 2018. They analyzed feedback from 10,000 U.S. customers and used CX scores from the 2018 Temkin Experience Ratings, which analyzed 318 companies across 20 industries.

They used this data to estimate how a modest improvement in customer experience would impact the revenue of a typical $1 billion company across 20 industries.

Their top finding puts a dollar value on customer experience:

"On average, companies can gain $775 million over three years. Software companies stand to earn the most ($1 billion over three years), while utilities stand to earn the least ($476 million over three years)."

So is customer experience worth the expense? This data suggests a resounding “yes,” that even a modest improvement in customer experience could change things big time for companies.

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Topics: Customer Communities, B2B Communities, User Group Communities, Customer Experience, Customer Retention, Customer Success, Customer Advocacy, Online Community

How to Give Your Customer Success Team Superpowers

Written by Calista Rollogas | on August 8, 2019 at 9:45 AM | 7 minute read

Is your customer success team burnt out? How about stressed? If the answer is yes, I’m not surprised. With recent emphasis on customer success programs and the rise in rapidly scaling tech companies, customer success teams are often strapped for resources and time.

Obviously, burnt-out customer success teams digging through disparate data sources and patching resources together for customers isn’t ideal.

These issues are roadblocks to your customer success team’s ultimate goal of improving customer satisfaction and growing your revenue. But how can you get past these roadblocks to activate your customer success team’s success?

It comes down to connecting your customers online.

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Topics: Customer Communities, B2B Communities, User Group Communities, Customer Engagement, Customer Experience, Customer Retention, Customer Support, Customer Success, Customer Advocacy, Online Community, Integration

What is Net Negative Churn? 4 Strategies to Grow Your Revenue

Written by Elizabeth Bell on July 10, 2019 at 1:22 PM | 5 minute read

Even the greatest companies out there are bound to lose a customer once in a while. It can be hard to pinpoint a single reason that your customers stay with you or leave. However, if there's one thing we know for sure, it's this: change leads to churn, especially in the SaaS world.

When services or products evolve, your new offerings aren’t always going to be the right fit for all your customers. Customer churn simply comes with the territory of doing business.

Since we know at least some churn is a given, is there any way for businesses to offset these costs? 

This is where net negative churn comes in. Although the wording can be confusing (isn’t churn already negative?), this metric is actually an effective growth strategy to help you counteract churn and increase overall revenue.

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Topics: Customer Communities, B2B Communities, User Group Communities, Customer Experience, Customer Retention, Customer Success, Online Community

2019 State of Community Management: What Now? 5 Stats with Action Items for Executive Stakeholders + Community Leaders

Written by Gabrielle Wathen on June 26, 2019 at 1:08 PM | 5 minute read

The data published in The Community Roundtable’s 10th Annual State of Community Management report was collected from 325 community programs between January and March 2019. ICYMI: We shared a collection of 39 nitty-gritty stats from the report in our first blog recap.

Communities are change agents, there’s no doubt about it. The 2019 State of Community Management report reveals that communities are transforming organizations in fascinating (and profitable) ways. Program outcomes can be connected to a variety of complex business objectives like customer retention, innovation, and culture change.

Because communities are complex, adaptive systems, they have the ability to address a variety of complex problems with a multitude of different solutions.

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Topics: Online Community Management, Customer Communities, Member Communities, Online Community Software, Customer Retention, Customer Success, Online Community

8 Ways Online Communities Improve the Customer Experience + Retention

Written by Elizabeth Bell on May 28, 2019 at 12:09 PM | 6 minute read

On the day you’re reading this, at least one of your customers is watching a webinar, downloading an eBook, or fielding a phone call from your competition. 

But you know what? Big deal. When you focus more on becoming competitor-proof than on true customer success, you’re getting your priorities wrong. Why?

Making your customers successful is a long-term retention strategy. Your business rises and falls based on the customer. If they love you, they won’t leave you – no matter how many competitors come knocking on their door.

And one of the best ways to ensure your customers’ success and support them throughout their journey?

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Topics: Customer Communities, Customer Experience, Customer Retention, Customer Support, Online Community

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