ShepHyken

MAY 17, 2021

If you currently don’t have a customer success program, this article will give some insights to help get you started. 4 Ways for Marketers to Maximize Customer Retention by Jenn Horner. Customer Retention is more important than ever. Before you can have loyal customers, you have repeat customers.

Customer Service 213

Customer Service Customer retention Marketing Sales 213

ShepHyken

SEPTEMBER 27, 2021

(Forbes) For many businesses, customer acquisition is the focus of their marketing campaigns. Yet, changes in the business landscape have Gartner reporting CMOs will move their focus to customer retention over acquisition this year. Go to The Customer Focus to learn more about our customer service training programs.

Real estate 51

Real estate Customer Service Journey mapping Entertainment 51

ShepHyken

NOVEMBER 29, 2021

In short, chatbots allow you to keep your brand messaging consistent, allows you to scale your support without having to hire more employees, and as already mentioned, get customers the answers they need quickly. Best New Customer Experience and Design Books – 2021 List by Ricardo Saltz Gulko. Follow on Twitter: @Hyken.

Customer Service 225

Customer Service Chatbots B2C B2B 225

SharpenCX

NOVEMBER 17, 2021

Long-term customers are more valuable to your company’s growth than you may think. A study from Harvard Business School found that increasing customer retention rates by even 5% can boost your company’s profits by 25-95%. They have growing customer retention despite more competitors on the playing field.

Customer retention 145

Customer retention Personalization Accountability Customer Experience 145

TechSee

MAY 19, 2021

Companies have invested in their customer service function to differentiate and personalize their brand and improve overall operational efficiency. COVID-19 has resulted in a further increase in demand for service, with a January 2021 survey indicating that 65% of U.S. consumers required assistance during the pandemic.

Technology 159

Technology Customer Service Technical Support Self service 159

ShepHyken

JANUARY 15, 2021

Send out surveys for customers to fill in and offer plenty of opportunities for them to provide feedback – both good and bad. Monitor online review scores and comments, and send in mystery shoppers to get the inside scoop on how the customer journey really works. Keep Track of Customer Retention Figures.

Customer Experience 350

Customer Experience Metrics Customer retention Analytics 350

Outsource Consultants

JULY 26, 2021

Every business leader is running one of two businesses, whether they know it or not: their business as it existed before 2020 or their business as it will exist in 2021 and beyond. One of the biggest opportunities to emerge in 2021 is outsourcing specific business processes to trusted and skilled contact center providers.

outsourcing 128

outsourcing Call Center Technical Support Contact Center 128

OctopusTech

APRIL 27, 2021

In 2021, enterprises want to achieve the goals planned in the last year. Companies are now focusing more on customer support to enhance the customer experience. Thus, Customer support outsourcing is the key to attain a new record in sales and customer retention. Real-Time Omnichannel Support.

outsourcing 101

outsourcing Chatbots Customer Support Self service 101

ChurnZero

OCTOBER 5, 2021

Last week we had the much anticipated opportunity to sponsor, attend, and speak at the in-person 2021 SaaStr Annual conference. SaaS customers are only using 50% of the licenses that they buy- @markroberge. SaaS customers are only using 50% of the licenses that they buy- @markroberge. Customers are your key to product success.

SaaS 95

SaaS B2B Customer retention Sales 95

ChurnZero

OCTOBER 12, 2021

Announcing the Winners of ChurnZero’s 2021 ChurnHero Awards. Your Customer Success program is a telling datapoint when comparing great companies apart from their peers. The effects of CS run deeper than just customer retention – this instrumental function can have a profound impact on your long-term corporate success.

Healthcare 98

Healthcare Accountability Metrics Surveys 98

ChurnZero

OCTOBER 26, 2021

2021 SaaS Awards Announced – APPEALIE Honors The Very Best In Software. APPEALIE has announced the winners of the 2021 SaaS Awards and ChurnZero is honored to be recognized for the fifth year in a row. 41 SaaS apps were recognized for their demonstrated excellence and customer outcomes. Satmetrix Systems, Inc.,

SaaS 98

SaaS Customer centricity Metrics Education 98

ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. She has a proven record implementing customer-focused retention and growth strategies for cloud-based global tech companies. Customer Success Around the Web.

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

Comm100

MARCH 30, 2021

The customer panic caused by the pandemic has had lingering effects on business: companies are being called to do more with less, with over 80% of consumers expecting more empathetic or more responsive service in 2021. Fortunately, the situation is far from hopeless: omnichannel customer service answers these problems and more.

Education 105

Education Chatbots Benchmark Personalization 105

Outsource Consultants

DECEMBER 14, 2020

What do you predict will be the main challenges for the customer service industry in 2021? Staying competitive in 2021 means considering any and all contact center technology options that can provide value. 2020 illuminated the importance of technology. But that tide is turning, and turning rapidly.

outsourcing 128

outsourcing Contact Center At home agents Call Center 128

Nicereply

DECEMBER 15, 2020

As we close the books on 2020 and move into 2021, the one thing that we can know for sure is that customer experience is having a come up. More people are buying online, and more companies are being forced into the digital world with their products and customer service. It’s our time to shine!

Customer retention 89

Customer retention Journey mapping Customer centricity Benchmark 89

ShepHyken

APRIL 17, 2020

It will be 2021 before one can see any improvement. What do you do in the interim to gain and retain customer loyalty? When things become normal these customers will remember and reward you. He holds spectacular skills in loyalty programs, marketing, and customer retention. Weak purchasing power.

Customer retention 255

Customer retention Marketing Sales Customer Service 255

CCNG

OCTOBER 19, 2022

of CMOs agree or strongly agree that amazing customer experiences provide a powerful competitive advantage. Martech Alliance, 2021) Nearly half (48%) of survey respondents said the customer experience they deliver falls below or significantly below their customers’ expectations. (Acquia, 2019) 78.5%

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

ShepHyken

JANUARY 10, 2022

How to Start a Customer Loyalty Program for Your Small Business by Brandi Marcene. Atlanta Small Business Network) Regardless of the industry, you’ll come across various issues concerning customer retention. Top Sales & Marketing Book 2021 by Top Sales Awards.

Customer Service 198

Customer Service Upselling Sales Customer retention 198

Babelforce

NOVEMBER 12, 2020

2021 won’t be a year for complacency. Economies are retracting and customer expectations and behaviours are changing drastically. It’s a good time to poach customers – and to focus on customer retention. Can you even make predictions at the end of a year like 2020? What’s the impact for businesses?

Sales 98

Sales Marketing Entertainment Contact Center 98

ShepHyken

SEPTEMBER 10, 2023

” I’m intrigued by the article as it claims that one way to attract and retain these customers is through visual imagery. On the other hand, McDonald’s had its loyalty program in 12 countries, but it really went all in with Loyalty only in 2021 with the launch in the US.

Customer Service 213

Customer Service B2C Customer retention B2B 213

CustomerSuccessBox

SEPTEMBER 7, 2021

With Customer Success teams who work on onboarding automation and efficiency to set their customers up for a strong initial footing, this will result in long-term success. Pro Tip: Designing a Customer Onboarding Framework for B2B SaaS. #2 Data plays a vital role in customer retention and growth and hence in customer success.

Journey mapping 96

Journey mapping Engineering SaaS Upselling 96

Education Services Group

MAY 12, 2021

Madeline Evans, Digital Customer Success Manager. I must say, TSIA Interact Spring 2021 event was quite possibly one of the most engaging and insightful virtual events I’ve attended in the CS industry in my career thus far! The post TSIA Interact Spring 2021: Key Takeaways appeared first on ESG. Engagement: It’s Dynamic!

Journey mapping 98

Journey mapping Best practices Education B2B 98

ClearAction

NOVEMBER 4, 2020

Intentional Customer Experience as North Star for 2021 Lynn Hunsaker. In a time when customer attitudes and behaviors are shifting and evolving rapidly, companies are finding customer intelligence uses — across all functions enterprise-wide — to be vital to survival. Persistent Forces for 2021. Not likely.

Customer Experience 77

Customer Experience Wireless Metrics Enterprise 77

Hello Customer

MAY 19, 2021

That’s why more and more people are being hired and re-skilled by companies to make sure they are able to serve the customer and meet their needs in the best way possible. As demand increases, the importance of human based customer care centers will keep on growing throughout 2021. To wrap up.

Customer Care 98

Customer Care Customer centricity Contact Center Chatbots 98

Satrix Solutions

JULY 28, 2021

As many studies have demonstrated , a company-wide focus on delivering a strong customer experience at every touchpoint will often have very positive effects on a business. We had an opportunity to sit down and chat about this topic, as well as what's coming up in the Customer Success industry with Abby Hammer, [.]

Customer Experience 122

Customer Experience B2B Surveys Construction 122

Anexa BPO

JANUARY 3, 2021

As we begin 2021, companies of all sizes will need to adapt to new ways of doing business. The importance of efficiency and exceeding customer expectations has never been greater. How Can You Increase Business Efficiency in 2021? 2021 will present many uncertainties in the business world.

outsourcing 52

outsourcing Telemarketing Business Process Outsourcing Customer retention 52

inSided

NOVEMBER 10, 2022

In 2021, Gong customers tasked the Revenue Intelligence platform to find a way to bring them together to share and learn from one another. This led Gong’s CCO, Eran Aloni, to implement a community as the central part of its customer strategy.

Customer retention 52

Customer retention 52

Totango

MAY 27, 2022

SaaS businesses adopt product-led marketing to lower customer acquisition costs while improving customer retention and accelerating revenue growth. Product-led growth is a marketing, sales, and customer retention strategy that relies on the customer’s experience with the product to drive purchases.

SaaS 126

SaaS Customer retention Sales Marketing 126

Nuance

FEBRUARY 19, 2021

Forrester Research describes how the pivot to grocery digital self-service options is the key to business growth, customer retention and acquisition in 2021 and beyond. The post Grocery retailers’ transformation strategies will accelerate in 2021 appeared first on What’s next. Nuance is aligned with this guidance [.]

Self service 52

Self service Customer retention Enterprise 52

ClientSuccess

JANUARY 12, 2021

Three 2021 customer success resolutions: 1. Continue the customer-first mindset that became popular in 2020. This past year was all about flexibility, pivoting, and delivering value to customers above all else. 2021 is not the year to go back to ‘before’. Webinar: Delivering Customer Success at Scale.

Journey mapping 53

Journey mapping SaaS Accountability Customer retention 53

Beyond Philosophy

NOVEMBER 9, 2023

I have long been an advocate of focusing on customer retention over acquisition. However, my pessimistic side is still surprised that few organizations focus on customer retention. It cripples their customer-driven growth. For example, all the new incentives are for new customers. I would, too.

Customer retention 195

Customer retention Sales Consulting Consulting 195

CustomerSuccessBox

JUNE 28, 2021

Whether you are a B2B SaaS or a B2C SaaS, the business’s growth and survival will be dependent on customer retention. But the majority of the businesses are fundamentally leading and thriving only and only through retention. Check out the SaaS customer retention best practices to maximize renewals.

SaaS 52

SaaS B2C Customer retention Upselling 52

CustomerSuccessBox

JULY 19, 2021

Hence, Customer Success Management together with a solid strategy results in a decreased customer churn, increased upsell opportunities, and renewals. These are Top Customer Success Statistics in 2021. Customer success is the top priority. Increasing customer retention rates by 5% can increase profits by up to 75%.

SaaS 52

SaaS Customer retention Surveys Chatbots 52

Comm100

FEBRUARY 23, 2021

While the Covid storm still isn’t over, it’s more important than ever that small businesses create mindful, strategic approaches to customer service in 2021. Here are our top tips for small businesses to provide excellent customer support, no matter the team size or industry. Be available online — in more ways than one.

Best practices 52

Best practices Customer Service Customer retention Morale 52

ChurnZero

JANUARY 15, 2021

Now backed by a proven track record of keeping SaaS businesses afloat amidst change and uncertainty (situational circumstances that aren’t changing anytime soon), Customer Success is destined to be the most influential function in the organization as it progresses from retaining to growing revenue in the new year. Marley Wagner , Sr.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

ChurnZero

APRIL 30, 2021

with more and more people receiving vaccinations, we are hopeful about our 2021 conferences.?That’s?right, 7 th , 2021? ? . 18 th , 2021?? ? . Customer Success Around the Web. 9 Pieces of Career Advice for Women in Customer Success – Discover the best career advice female CS leaders have received and learned. .

Best practices 52

Best practices Engineering Customer retention Personalization 52

Totango

MARCH 26, 2021

Resources: Guide to Customer Growth. How to Improve Customer Retention—Even During a Pandemic. In the expansion phase, customers’ usage of their original purchase leads to advanced feature adoption and the purchase of new products and services. Schedule multiple automated renewal reminder notifications.

SaaS 68

SaaS Best practices Upselling Education 68