Churn is one of the most sensitive -- and important -- metrics used to understand the overall(remove) financials and operations of your subscription business. Slight variations in churn rates can have a significant impact on revenue and profits.
However, many businesses find it difficult to measure the complexities of churn, analyze this data and develop the right strategies to minimize it.
Join subscription management expert, Danielle Childs and you’ll discover:
• Key churn metrics including industry-specific benchmarks for subscription commerce
• How to understand the business impact of different types of churn - and manage each one effectively
• Proven strategies that successful finance and operations leaders are using to reduce churn in their subscription businesses -- and keep more customers.
Join Bruce as he shares how to use technology effectively to keep client churn as low as possible.Read more >
Learn the common causes for churn and how they can be avoided.Read more >
The consequences of a breach ripple throughout the company causing reputation damage, customer loss, and declines in revenues. Recent data breaches cost Chipotle shareholders $400M and devalued Yahoo by $350M.
Watch this on-demand webinar, to hear the result of a new Ponemon research study to understand the impact of a data breach on share value, churn, and reputation.
(The webinar will be hosted in Danish)
Many companies run loyalty programs for their customers. Customers in the programs receive discounts and special offers in return for doing business with you. In Denmark the amount of loyalty programs has seen a significant increase – resulting in a highly competitive market. Customers are churning from the programs. The cross sell and up sell revenue from these programs are declining – while the cost for aintaining the programs is increasing. Often customers develop a fatique an immunity to marketing initiatives in the program because they are treated with a one-size fit all message.
We can improve all of the above by intelligently looking at the cross sell and churn
patterns of your customer base. This allow us to focus retention efforts on customers
with a high Customer Life Time Value and a high propensity to churn.
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Join us as we share youth insights gathered by our youth research partners from around the world on how and why young people choose their mobile phone networks. Furthermore, we will provide the key drivers to youth churn and how it can be overcome by increasing fan loyalty.Read more >
In the opening keynote of Customer Success Summit 2015, Guy shares with the 1000+ attendees the importance of going beyond just reducing customer churn. Companies must play to win and move accounts from users to evangelists.Read more >
Join Oren Raboy as he explains how to read each customer's "vital signs" by understanding what their needs are and how to maximize value as your relationship grows.Read more >
Finance teams deliver more than monthly financial reports. As a subscription business scales, finance professionals are often challenged by the complexities of recurring revenue and billing.
To succeed, finance leaders need a clear understanding of subscription revenue and the levers it impacts. Join us as we share best practices for accurately measuring and reporting financial performance in subscription commerce.
In this webinar, you’ll learn:
• Subscription KPIs every finance professional should know to ensure the health of their business
• Efficient practices for building financial projections and planning for growth
• Keys to recognizing recurring revenue for a faster and more efficient month-end close
• Why flexible integrations—think NetSuite, Quickbooks, Xero and Salesforce—speed financial reporting and informed business decisions
• How automated subscription billing streamlines operations and recovers revenue to improve the bottom line.
As Zuora grew quickly and scaled big, they became increasingly disconnected from their customers. CEO Tien Tzuo describes how he and his team set out to redefine their vision and mission to be more customer-centric. In doing so, Zuora created their customer success blueprint.
Watch this 20-minute video from Customer Success Summit 2014 as Tien explains how they tested and established a 9 key framework for Zuora's services. This helped align the entire organization – every department – in how they interacted with their customers. The result? Customer satisfaction increased and churn reduced.
Do you know your customer success blueprint? Watch now.
Focusing on the wrong customer types and segments makes acquiring customers expensive and time-consuming and greatly increases churn. Conversely, having a clearly defined Ideal Customer profile is critical to rapidly scaling your SaaS or Subscription business. This webinar will show you four Customer Success hacks that you can use to easily identify your ideal customers, reducing your sales cycle and expense, while improving retention and growing Customer Lifetime Value (LTV).Read more >
Did you miss Customer Success Summit 2015? Check out this short highlight video to see the amazing event held March 23-24 at the Westin St. Francis in downtown San Francisco. We had 1000+ attendees, 60+ speakers, and 50+ sessions.Read more >
Do you know what stage of Customer Success Maturity your company is in? This Customer Success Summit presentation talks about the different stages that companies go through on the road to establishing a proactive customer success strategy.Read more >
As CEO and Co-Founder of Zendesk, Mikkel has seen how new technologies and customer experience are changing SaaS and subscription businesses. In this session you will hear his perspective on the seven key trends that are changing the way companies interact with their customers.Read more >
Learn how to grow a very limited resource - Super Users. These are customers that help bring in more customers, love your brand, use your product well AND frequently, understand the features, and want to share your product with other people.Read more >
As the principal analyst, founder and chairman of Constellation Research, Ray is a highly sought after thought-leader who is influencing business models in the digital age. Learn first-hand how customer success is the critical component to surviving the digital disruption.Read more >
Customer success has become one of the hottest capabilities technology companies find themselves investing in today. For technology-as-a-service providers, customer success potentially holds the key to retaining customers and expanding customer relationships. However, TSIA has been inundated with inquiries from member companies that are struggling to deliver customer success at scale.
In this closing keynote, TSIA executive director Thomas Lah will leverage recent benchmark data and industry observations to outline a seven-step approach to establishing and scaling a customer success capability. From the charter to the financial model to enabling technology, Thomas will provide practical frameworks customer success organizations can leverage as they grow.
Sales, Marketing, and...Customer Success? There’s a new business function that’s growing faster than you think. Over the past few years, a new world of software has been developed to power this pivotal new department within subscription businesses -- going beyond the traditional CRM model of managing interactions with customers to focus instead on monitoring and measuring the real-time health of a customer’s experience.
Join this webinar featuring guest analyst, Kate Leggett from Forrester Research, Inc., to learn not just why you need this new organizational role, but also how to make it successful at your company. After Kate presents her research and findings, Jeff Cann, Sr. Director of Client Experience at Sysomos (MarketWired) will present how they built an effective Customer Success function along with lessons learned, best practices, and results.
Do you have a defined customer journey at your company? One major step of customer acquisition and retention improvement is often found by looking inwardly. With a strong customer experience department, customer journeys can be guided to success.
In this CMSWire-hosted webinar, Totango and Kapost join a panel discussion on why customer experiences should not be treated as singular events but as an ongoing journey that needs to be continuously managed. The panelists discuss 3 crucial processes that should be in place to create a successful customer journey — achieving high retention rates and strong recurring revenues.
The SaaS model has turned business on its head. Revenue from existing customers, through renewals and upsells, is the key to growth. Making sure your customers are engaged and successful is now a must. Luckily a new category of technology has emerged that provides SaaS businesses a smart and scalable way to drive customer success -- all through better monitoring and understanding of customer value. Join this webinar to learn 5 strategies that companies like Optimizely, Zendesk and Autodesk use to increase retention and revenue with customer success software.Read more >
Join this webinar to learn how the powerful integration of Customer Success and Customer Support will help your organization:
- Deliver insightful, contextual support by knowing how a customer is using your product and their last few actions prior to submitting a support ticket
- Proactively engage customers, drive customer value, and improve product adoption to reduce support tickets over time
- Understand which customers are at risk and need your attention to get back on track
- Deliver tailored customer experiences based on user-type (power users, beginners, etc.)
- Identify and cultivate customer advocates and evangelists
Ready to raise the bar for a new standard of customer engagement? Learn how using Zendesk and Totango will revolutionize your customers’ experience.