Amity

FEBRUARY 2, 2016

Editor’s note: This is a living document, and our goal is to update it regularly with the best resources around customer success. The Best Customer Success Resources of 2016. Surely, you are staying up to date on the latest customer success trends – did someone say “customer marketing”?

SaaS 80

SaaS Education Customer retention Sales 80

CCNG

OCTOBER 19, 2022

(Martech Alliance, 2021) Customer-obsessed businesses expect to be 7x more relevant to customers, 5x more likely a top provider of products, and 4x more profitable. Forrester, 2016) 55% of CX professionals believe their companies will be too slow and face disruption from more innovative, nimble, and customer-focused competitors.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Call Center Weekly

NOVEMBER 9, 2017

a Canadian training company that helps contact centers improve their sales and customer retention results. A call center expert, Mike serves on the Advisory Council of the Greater Toronto Area Contact Center association, and was Master of Ceremonies for their 2012-2014 and 2016 Annual Conferences.

Contact Center 149

Contact Center contact center associations Banking Education 149

Amity

NOVEMBER 9, 2016

Directors of Customer Success make on average 125K to 150K per year, and finally, a CCOs and VP salary averages between 150K and 175K. In 2016, 60% of Customer Success Organizations have been around for 2 years, or less. Those companies who prioritize customer experience generate 60% higher profits. There are 21.8

Customer retention 107

Customer retention B2B Customer centricity Accountability 107

ProProfs Blog

FEBRUARY 13, 2020

A decade long survey from 2006-2016 examined the growth trends of loyalty programs in the US and found that memberships have grown from 3.3 billion from 2014 to 2016 alone. Loyalty programs have witnessed steady growth from 2014-2016 because of the deals they have to offer to the customers of a brand. million to 3.8

Customer retention 164

Customer retention Sales B2B Airlines 164

Kayako

SEPTEMBER 1, 2016

When you give your customers exceptional support, they are 4 times more likely to reward you with their loyalty. But what does exceptional support look like in 2016? Because helpdesks encourage your staff to see customers as faceless support tickets. . But customers are people, just like you and me.

Customer retention 51

Customer retention Customer Support Self service Multichannel 51

ijgolding

NOVEMBER 1, 2016

What he has allowed me to share with you is a timeline of his recent experience – it brings to life perfectly what I am describing – it is as random and unintentional as an experience can be: 6th August 2016 – Ordered unlimited BT Infinity 1 + Calls and TV. Activation date set for 22 August 2016 with a cost of £37.00

Customer Experience 95

Customer Experience Airlines Engineering Accountability 95

Uniphore

JANUARY 4, 2022

How are you planning to leverage conversations to drive revenue and customer retention? Join us as we explore the technology and strategies needed to accelerate key initiatives, improve customer retention and drive revenue growth in today’s enterprise. Find out at Uniphore Converse 2022 on. Register Now.

Enterprise 126

Enterprise Customer retention Engineering Contact Center 126

ijgolding

JUNE 14, 2016

If we are able to change mindsets and behaviours to stop TALKING about Customer Experience and actually DO it through ‘operationalising’ Customer Experience – then maybe, just maybe, customers, clients and consumers will really start to notice the difference!

Customer centricity 56

Customer centricity Customer Experience Education Metrics 56

Talkdesk

MAY 5, 2016

We are hoping to mirror the ideal customer experience in our attendee experience for this event. Here are five reasons why you should come to Opentalk 2016 : 1. We’ll have leaders like Nick Mehta , CEO of Gainsight, who eats, breathes and sleeps customer success. Witness Celebrity Speakers.

Customer centricity 40

Customer centricity Best practices Customer retention Marketing 40

ProProfs Blog

JANUARY 23, 2020

For instance, discounts and coupons, business gifts, and more are just mere avenues to add more to the customer’s perceived value of the purchase. This, in turn, enriches the overall customer experience. Marketing costs are generally associated with customer retention. How to Create Value for Customers?

Customer retention 144

Customer retention Marketing Surveys Customer emotions 144

ChurnZero

SEPTEMBER 8, 2022

Providing access to on-demand training enables CSMs to support more customers and create a faster onboarding process. Supplying customers with the right content exactly when they are seeking it helps build the customer relationship. Increase customer retention, lower churn. Customer satisfaction. Author bio.

Education 98

Education Benchmark Customer retention Metrics 98

PeopleMetrics

AUGUST 10, 2016

We work with a number of banks and credit unions, all of which are committed to using customer feedback to deliver a great customer experience. We recently aggregated data from across all of our clients to see what we could learn about overarching trends in banking customer experience.

Banking 63

Banking Customer Experience Feedback Accountability 63

C3Centricity

AUGUST 17, 2020

RightNow Customer Experience Impact Report. Walker forecast that by 2020, customer experience will overtake price and product as the key brand differentiator. Customers 2020 Report. A 10% increase in customer retention levels result in a 30% increase in the value of the company. Bain & Co.

Customer centricity 118

Customer centricity Airlines Big data Marketing 118

Nicereply

DECEMBER 17, 2024

Customer Retention A large part of the value of CES in the SaaS world lies in its ability to predict future customer behavior. Research has shown that customers who experience high-effort interactions are more likely to churn, while those who have low-effort experiences tend to increase their spending.

Customer effort 52

Customer effort SaaS Benchmark Surveys 52

ijgolding

FEBRUARY 20, 2017

Yet their research calculated that thanks to poor customer service during 2016, the financial cost to companies in the UK alone was costing companies over £37 BILLION!!! ( Only today, UK house builder, Bovis Homes saw their shares plunge as customer service failings dragged down their profits in 2016.

Customer Experience 83

Customer Experience Customer centricity Customer Service Personalization 83

Comm100

NOVEMBER 29, 2021

Shep Hyken, a customer service and experience expert, backs up this belief in the agent experience: “Our agents on the front line are more than just customer support. Perhaps another, better title might be customer retention expert, or revenue enhancement specialist. A good customer support agent is all of that, and more.

Customer Service 104

Customer Service Chatbots Surveys Customer retention 104

LiveChat

NOVEMBER 7, 2016

Businesses can no longer not offer customer service or they would face defeat on the market. Gartner reports that by the end of 2016 89% of businesses will compete mainly on customer service and that by 2017 50% of investments in consumer products will be shifted to improving customer experience.

Customer Service 68

Customer Service Customer retention Feedback Sales 68

C3Centricity

DECEMBER 3, 2018

(Source: RightNow Customer Experience Impact Report). By 2020, customer experience will overtake price and product as the key brand differentiator. Source: Customers 2020 Report). A 10% increase in customer retention levels result in a 30% increase in the value of the company. Source: Bain & Co).

Big data 87

Big data B2C Marketing Airlines 87

Global Response

OCTOBER 15, 2024

According to a research study by Nemertes Research , omnichannel contact center usage increased from 8% in 2016 to 31% in 2019. While this may sound good , you may wonder , “ D oes my business actually need an omnichannel contact center?”

Contact Center 62

Contact Center Call Center Best practices Customer Care 62

PeopleMetrics

DECEMBER 9, 2016

So, here at Interaction Metrics, we asked ourselves: sure companies ask their customers to share, but do companies really care about what their customers have to say? The Interaction Metrics 2016 Customer Listening Study evaluated the customer satisfaction surveys of 51 top US retailers.

Surveys 63

Surveys Metrics Feedback Customer Experience 63

Calabrio

SEPTEMBER 21, 2016

The contact center as profit driver: it keeps popping up on lists of top business trends for 2016. They’re giving sales an invaluable understanding of what their customers want. They’re driving efficiency, increasing customer retention, accelerating sales, and creating new revenue opportunities. In the last year, U.S.

Contact Center 59

Contact Center Analytics Technology Enterprise 59

CSM Practice

MAY 28, 2020

Customer Success Manager is more motivated and can predict precisely how much they earn based on how much retention and expansion they achieve for the company. You can reach out to us at CSM Practice if you need help creating a compensation plan for your Customer Success Manager or migrating to a variable compensation plan.

Best practices 126

Best practices Management SaaS Metrics 126

Tenfold - Contact Center Blog

JULY 9, 2018

A 2016 survey by Call Center Helper shared that 62.7% Customer Retention & Churn Rate. Customer Retention (CRR) and Customer Churn (CCR) rates go hand in hand. A Harvard Business School research study recently revealed that increasing customer retention rates by 5% skyrocketed profits to 25% to 95%.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78

Eptica

MAY 18, 2016

Date: Wednesday, May 18, 2016 Meeting the needs of contact center agents. Published on: May 18, 2016. Author: Anne-Merete Jensen Delivering a great customer experience is vital to every organization today – and much of the responsibility for delivering this comes down to contact center agents.

Contact Center 51

Contact Center Multichannel Average Handle Time Scripts 51

Comm100

NOVEMBER 29, 2021

Shep Hyken, a customer service and experience expert, backs up this belief in the agent experience: “Our agents on the front line are more than just customer support. Perhaps another, better title might be customer retention expert, or revenue enhancement specialist. A good customer support agent is all of that, and more.

Customer Service 82

Customer Service Chatbots Surveys Customer retention 82

Aria Solutions

NOVEMBER 24, 2017

Businesses are losing $62 billion per year through poor customer service (Serial switchers strikes again, NewVoiceMedia, Jan. trillion, growing eight times faster than global GDP ( Top Five Imperatives To Win In The Age Of The Customer, May 23, 2017). This means the new goal must be getting every interaction right.

Analytics 54

Analytics Customer retention Banking Customer centricity 54

Infinity

FEBRUARY 4, 2020

With these insights, you can be agile in making changes to your customer retention strategy. Click below if you’re ready to take real steps in keeping your customers, for longer. Customer retention , IMRG, 2016. Conversation Analytics does this for you at speed and scale. The next level of call tracking.

Customer retention 52

Customer retention Analytics Sales Marketing 52

Lumoa

AUGUST 23, 2021

New ways of interacting with customers A recent study from CMO found that 84% of companies were using social media for brand building and more than 54% have used it for customer retention. Casper, a pioneer in this method, created a text-bot for insomniacs in 2016. This doesn’t have to be strictly for support chat either.

Customer Experience 88

Customer Experience Surveys Analytics Customer retention 88

GetFeedback

JANUARY 8, 2020

After using GetFeedback and taking action on captured data, Cisco saw improvement with its customer experience during onboarding, increased customer satisfaction, and a boost in customer retention. . A tool for facilitating internal change.

Surveys 15

Surveys Customer centricity Engineering Feedback 15

Calabrio

JULY 5, 2016

While it’s true that cable providers have had their problems in the past, the latest Telecommunications Report from the American Customer Satisfaction Index (ACSI) tells us that customer opinion for some of these companies is actually on the rise. rose 15 percent between 2015 and 2016—from a 54 to a 62 out of a possible 100.

Customer Service 56

Customer Service Telecommunications Analytics Contact Center 56

Amity

FEBRUARY 9, 2016

Issue 75: Welcome to the Real World - You Will Lose Customers. Let’s face it, as you grow, you will lose customers. When it comes to the importance of Customer Retention, the numbers don’t lie. In this issue of the SaaS Tattler, we discuss what you can do to retain your customers.

SaaS 60

SaaS Customer retention Education Best practices 60

Natalie Petouhof

APRIL 7, 2016

Tweet Customer experience management is a top priority for many enterprises, particularly as we look beyond 2016 to the competitive landscape. Today, customer experience heavily influences customer retention, customer loyalty, and customer advocacy – all desirable outcomes for modern organizations.

Customer Experience 45

Customer Experience Management Customer advocacy Best practices 45

ClearAction

OCTOBER 16, 2019

Strong customer experience performance in the post-purchase phases yields better customer references, case studies, and referrals. Continuity of customer expectations management from Marketing to Sales to Operations simplifies customer retention and reduces the burden on Customer Service and Customer Success.

Customer Experience 59

Customer Experience Customer centricity Marketing Customer retention 59

aircall

OCTOBER 13, 2022

Those using Aircall will benefit from a 20% discount with HubSpot, while HubSpot customers will get two months free for annual sign-ups, plus a complimentary one-hour business consultation session. . Aircall’s mission has long been to empower every professional to have richer conversations.

CRM 54

CRM Customer centricity Education Customer retention 54

DMG Consulting

MARCH 15, 2017

In November and December 2016, DMG conducted a worldwide survey of contact center and enterprise servicing goals for 2017. Deliver a personalized customer experience (39.2 Reduce customer effort (35.2 Enhance customer engagement (33.6 Improve customer retention, (33.6 By Donna Fluss. What’s New in 2017?

Contact Center 48

Contact Center Customer retention Self service Analytics 48

Aria Solutions

NOVEMBER 24, 2017

Businesses are losing $62 billion per year through poor customer service (Serial switchers strikes again, NewVoiceMedia, Jan. trillion, growing eight times faster than global GDP ( Top Five Imperatives To Win In The Age Of The Customer, May 23, 2017). This means the new goal must be getting every interaction right.

Analytics 48

Analytics Customer retention Banking Customer centricity 48