ClearAction

MARCH 21, 2017

Is customer engagement, artificial intelligence, digital marketing, predictive analytics, big data, or some other “shiny object” the key to driving business performance? When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference.

Benchmark 88

Benchmark Customer centricity Big data Marketing 88

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

Lumoa

MAY 19, 2020

Let’s take this framework and apply it to a hypothetical business case for a robust customer experience program. In 2014, Peter Kriss of the Harvard Business Review reported that happy customers spend up to 140% more than those who had a negative experience. Define the opportunity. Explore options.

Customer Experience 97

Customer Experience Metrics CRM Customer retention 97

CSM Practice

FEBRUARY 24, 2020

Average Customer Lifetime Value = Average Order Value * Average Number of Repeat Sales * Average Retention Time in Years. 6. Customer Retention Rate/Customer Churn Rate. Customer Retention Rate (CRR) is the percentage of customers a company has retained over a certain period.

Metrics 52

Metrics SaaS Upselling Accountability 52

CSM Practice

FEBRUARY 24, 2020

Average Customer Lifetime Value = Average Order Value * Average Number of Repeat Sales * Average Retention Time in Years. 6. Customer Retention Rate/Customer Churn Rate. Customer Retention Rate (CRR) is the percentage of customers a company has retained over a certain period.

Metrics 52

Metrics SaaS Customer retention Upselling 52

CSM Practice

FEBRUARY 24, 2020

Average Customer Lifetime Value = Average Order Value * Average Number of Repeat Sales * Average Retention Time in Years. 6. Customer Retention Rate/Customer Churn Rate. Customer Retention Rate (CRR) is the percentage of customers a company has retained over a certain period.

Metrics 52

Metrics SaaS Customer retention Upselling 52

ClearAction

MARCH 21, 2017

Is customer engagement, artificial intelligence, digital marketing, predictive analytics, big data, or some other “shiny object” the key to driving business performance? When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference.

Benchmark 69

Benchmark Customer centricity Big data Marketing 69

CustomerSuccessBox

NOVEMBER 2, 2021

Christoph Janz, a SaaS enthusiast, and a Venture Capitalist had published a brilliant article way back in 2014. finding customer acquisition channels that are highly scalable, repeatable, and profitable. . Help with analytics, Business Intelligence (BI), CRM, ERPs, Workflow management, etc. It was meant for SaaS companies.

SaaS 52

SaaS Customer retention Enterprise Accountability 52

Kayako

MARCH 14, 2022

It is much more expensive to acquire customers, and existing customers represent a significant source of future revenue. A report from the Harvard Business School claims that a 5% increase in customer retention rates, on average, results in a 25% – 95% increase in profits. What are the top reasons customers leave?

Customer Service 62

Customer Service Metrics Surveys Wait times 62

Lumoa

JUNE 14, 2023

As a result of being continually subjected to scathing customer reviews, United’s NPS score has hovered around 10 since 2014. Everyone from customers to investors and stakeholders will be wary of associating with a company that can’t seem to get its customer experience right.

Customer centricity 78

Customer centricity Airlines Metrics Feedback 78

Netomi

JANUARY 5, 2022

Our favorite content from Adrian: How to make sure that employee analytics and monitoring doesn’t destroy your employee and customer experience. A Center-Out business architecture enables better and more empathetic customer experiences – Interview with Don Schuerman of Peg. Dennis Wakabayashi.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

aircall

MARCH 19, 2021

By understanding your customer profile, you can find out the specific demographic groups that are interested in your product, so can tailor your marketing campaigns to them more effectively. Increase customer retention. Security breaches have increased by 67% since 2014 and can cost organizations millions of dollars.

Sales 62

Sales CRM Marketing Best practices 62

delighted

JANUARY 7, 2020

Additionally, upwards of 40% of all data analytics projects will relate to an aspect of customer experience. Make sure your employees are aware that customers will be surveyed about their interactions with them, so your employees know to expect feedback. 86% of consumers are willing to pay more for a better customer experience.

Customer Experience 40

Customer Experience Surveys Feedback Marketing 40

Vonage

SEPTEMBER 20, 2016

If you want to avoid the heartbreak of low customer retention, implement a system that logs customer issues across all channels and shares the details with all relevant agents. Track the progress of customer cases and allow your company to collaborate on solutions. Tips to spruce up your Spring perspective.

Self service 122

Self service Sales Accountability Customer retention 122

CSM Magazine

FEBRUARY 27, 2020

Royal Bank of Scotland manages 17 million customers but managed to raise its Net Promotor Score by 18 points unanimously after deploying AI while US telecommunications giant Sprint achieved a 14% increase in customer retention in just six months, simultaneously overcoming an industry-high in turnover rates. About the Author.

Automotive 59

Automotive Transportation Telecommunications Big data 59