Webinar Q&A Recap: Using Voice of the Customer to Increase Customer Retention
Speakers: Anita Toth, Chief Churn Crusher Anita Toth joined Marley Wagner for Customer Success Unlocked to dive into the many layers of a comprehensive Voice of the Customer program and answered some intriguing questions from the audience. Keep reading for the thoughtful answers Anita provided. Q&A Recap Q: How do you navigate participation bias […]read more
Webinar Q&A Recap: The Post-Sale Ecosystem
Speakers: Chris Singh, Chief Customer Officer, Blackbaud CCO of Blackbaud, Chris Singh, joined our VP of Customer Success, Peter Armaly for this month’s webinar, to discuss how to embrace the concept of the post-sale environment as an entire ecosystem. With his wealth of knowledge and experience, Chris answered some engaging questions from the audience […]read more
How to Calculate a Customer Health Score
What if you could reliably predict a customer’s future behavior? (No, not a crystal ball.) A customer health score can help Customer Success teams do just that. It’s a way of evaluating a customer’s likelihood of churning, renewing, or expanding — helping CSMs identify and mitigate potential customer issues before they arise. But in order […]read more
How Well Do You Understand Your Customers’ Health?
What do you know about your customers’ health? I don’t mean if they’ve been to the doctor lately, though it’s always nice to ask how they’re doing. I’m talking about understanding your customers adoption of, and reliance on, your product. Healthy customers are enthusiastic users who value your company, have incorporated your product into their […]read more