Amity

NOVEMBER 9, 2016

In 2016, 60% of Customer Success Organizations have been around for 2 years, or less. About the customer: Only 4% of dissatisfied customers will raise their voice about an issue. About the industry: Only 23% of B2B marketers claim that their organizational structure is customer-centric, as opposed to channel or product-centric.

Customer retention 107

Customer retention B2B Customer centricity Accountability 107

Amity

MAY 5, 2016

Customer Churn. Customer Health Score. Customer Lifecycle. Customer Retention. Customer Success. Customer Success Manager. — Japman Bajaj (@Japman_Bajaj) December 22, 2009. — MaRS (@MaRSDD) August 5, 2009. Customer Churn. Customer Retention. Cross-Sell​.

SaaS 57

SaaS Upselling Customer retention Management 57

ShepHyken

MAY 1, 2023

According to the research, since 2009, a stock portfolio of the publicly traded brands in Siegel+Gale’s research outperformed every major index with a return of 1,841%. Acxiom’s Tate Olinghouse, chief client officer, shares his thoughts on the topic, rounding out his series on customer acquisition, growth, and retention strategies.

Customer Service 34

Customer Service Customer retention Education Surveys 34

CSM Magazine

NOVEMBER 21, 2019

Companies focused on long term success understand the importance of investing in efficient customer service recovery to restore their reputation when it’s put on the line. Way back in 2009, United Airlines baggage handlers broke Dave Caroll’s $3500 guitar during a flight from Halifax to Omaha.

Airlines 78

Airlines Customer retention Marketing Customer Service 78

CSM Magazine

MARCH 13, 2020

A win-back bot, used in combination with other chatbots such as a quote bot, and loyalty bot, can help to retain customers who are nearing the end of their contract and are at risk of switching to a competitor and can even help to entice back customers who’ve already left. About the Author.

Chatbots 64

Chatbots Customer retention Contact Center Self service 64

ClearAction

FEBRUARY 7, 2016

Loyalty is Not Just for Customers article. Customer-Centricity Means Customer-Centric BKM: Amazon, USAA, Zappos. Culture of Trust for Customer Experience Management BKM: Kimpton, Cisco. Customer Retention Begins With Trust article. Customer Retention Strategies webcast (18:37).

Customer Experience 48

Customer Experience Customer centricity Employee engagement Enterprise 48

Education Services Group

FEBRUARY 3, 2021

With integrations like Zendesk, Skilljar, Salesforce, Mixpanel, and Gainsight, you can connect inSided to the rest of your tech stack and create a 360° view of your customer. Founded in 2009, inSided is headquartered in Amsterdam with an office in New York. For more information visit insided.com.

Customer advocacy 52

Customer advocacy SaaS Self service Consulting 52

CX Journey

JANUARY 11, 2018

A survey by Aspect Software indicated that businesses that adopt omnichannel strategies achieve 91% greater year-over-year customer retention rates compared to businesses that don’t. He did - and in 2009 Zingle was born as the first two-way, business-and-customer communication platform.

Multichannel 58

Multichannel Customer retention Call Center Customer Care 58

Amity

SEPTEMBER 7, 2016

We sat down with Stephen O’Keefe, Director of Customer Success, to discuss how Customer Success has evolved at HubSpot over the last 7 years. Can you give us a brief overview of Customer Success at HubSpot, and of your responsibilities? I started in HubSpot in 2009 and I’m now coming up on my 7-year anniversary.

Upselling 0

Upselling Metrics Accountability Customer retention 0

ChurnZero

JUNE 19, 2020

During the webinar, we discussed: How customer retention impacts the valuation of your company. How Customer Success can effectively drive retention. What data you need to get the investment in your Customer Success team. The big test is how companies will retain customers during the downturn.

SaaS 72

SaaS Metrics Surveys Customer retention 72

Fonolo

APRIL 17, 2019

It also led the continent in leveraging email and text messaging in notifying passengers of delayed or cancelled flights and gate change details in 2009, and in the same year released North America’s first airline mobile applications for Apple and Blackberry. Shai Berger , Co-Founder and CEO, Fonolo.

Airlines 78

Airlines Transportation Contact Center Self service 78

ijgolding

MAY 21, 2018

In the UK, retailers have been struggling with this concept since the demise of 100-year-old Woolworths in 2009. ; and ‘how are we going to continue to make our purpose a reality?’; they would have realised that things needed to change. Exactly why businesses are struggling to transform themselves is an interesting question.

Banking 74

Banking Customer centricity Enterprise Technology 74

ijgolding

AUGUST 3, 2018

In the UK, retailers have been struggling with this concept since the demise of 100-year-old Woolworths in 2009. ; and ‘how are we going to continue to make our purpose a reality?’; they would have realised that things needed to change. Exactly why businesses are struggling to transform themselves is an interesting question.

Multichannel 76

Multichannel Customer centricity Sales Management 76

ijgolding

OCTOBER 7, 2015

In April 2009, the Zimbabwean Dollar was effectively ‘abandoned’ By the end of 2015, it will officially be demonitised. If you are not up to speed with your Zimbabwean economics history, you may not know that the financial situation in the country can be described as challenging at best.

Customer Experience 123

Customer Experience Banking Personalization Management 123

ijgolding

APRIL 25, 2016

On the 10th January 2009, Leyton Orient last played Leicester in the football league – league one (I was there – Leicester won 3-0!!). Despite how bad it gets, I will never stop being a ‘fan’ – I always have hope that one day… one day… we may be able to achieve something… anything!!

Personalization 0

Personalization Management Customer retention 0

SmartKarrot

JANUARY 25, 2022

These programs got the name of customer marketing. . Customer marketing is one of the key functions of an organization. On the other hand, customer success has been around since early 2009. This is where customer marketing as a department comes in handy. Definition of customer marketing. contact-form-7].

Marketing 10

Marketing SaaS Upselling Education 10

ijgolding

MARCH 1, 2017

In 2009 one of the most prominent collapses in the industry came with the demise of Borders. The book selling industry had become the epitome of an industry being torn apart by changes in technology and consumer behaviour. The online revolution hit the book selling industry harder than many others.

Customer Experience 62

Customer Experience Marketing Management Technology 62

SmartKarrot

FEBRUARY 15, 2022

As a customer service writer, Toister shares a lot of tips and trends about customer service. Lincoln Murphy is one of the most important influencers in customer experience. He helps businesses improve their sales, customer retention, and advocacy through genuine customer success-driven growth. Martin Hill.

Customer Service 10

Customer Service Customer centricity Consulting Consulting 10

Hodusoft

JUNE 12, 2024

In 2009, Amazon acquired Zappos in an all-stock deal worth around USD 1.2 When the host inquired, the guest replied, “That’s because the brand’s customer service is so good that their customer support representatives will even order a pizza for you if that’s what you want.”

Contact center software 52

Contact center software Contact Center Sales Interactive Voice Response 52

TMP Direct

APRIL 29, 2015

[Pete Blackshaw, executive VP of Nielsen Online Digital Strategic Services] Customer service: A competitive advantage. “It It is clear that the cost of acquiring a new customer is far greater than the cost of retaining an existing one. Additionally, resources allocated to customer-retention programs have been shown to return 2.5

Customer Service 40

Customer Service Advertising Contact Center Customer retention 40