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

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. A CX survey program that fails to invite the right customer contacts, thereby skewing the data and findings towards those who may not be your key stakeholders.

Customer Experience 122

Customer Experience B2B Surveys Construction 122

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

ProProfs Blog

MARCH 26, 2021

Customer feedback surveys are the go-to tool of every business to understand their customer needs and sentiments. The advantages of surveys lie in their simplicity, ease of creation, quick feedback collection, and so on. What is Customer Feedback? Best Way to Gather Customer Feedback Data. Ask Them Directly.

Feedback 78

Feedback Surveys Customer retention Metrics 78

Totango

APRIL 5, 2022

NPS software helps you conduct NPS surveys, analyze their results, and put the information to use. It can make your NPS surveys more efficient by performing a number of functions, such as: Segmenting your respondents based on criteria you select so you can zero in on a particular part of your customer base. Branding your survey.

Upselling 108

Upselling Surveys Analytics Customer retention 108

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. Read 5 Fail-Proof Ways To Reduce Customer Churn. Source: Forbes.

SaaS 52

SaaS Customer retention Surveys Chatbots 52

ViiBE Blog

AUGUST 25, 2021

How can you measure customer satisfaction? CRM , Customer experience. August 25, 2021. Here are the most common ways companies can measure customer satisfaction. Customer Satisfaction Score (CSAT). Customer Effort Score (CES). Customer satisfaction measurement: best practices. ViiBE Blog.

Automotive 98

Automotive Brand ambassadors Transportation Construction 98

Totango

OCTOBER 12, 2022

Naturally, short-notice or no-penalty cancellations also greatly increase the risk of customer churn. Combined with intense competition and sign-up discounts, not to mention global inflation prompting many consumers to rethink their budgets, the customer retention stakes are high. .

Enterprise 115

Enterprise Surveys Sales Customer retention 115

Satrix Solutions

JANUARY 24, 2022

Looking back now, it is easy to see that a change in customer priorities began in the early days of the pandemic in 2020, when the surge in distributed workforces and e-commerce began. Develop a robust CX program that business leaders can stand behind and build a customer-centric culture within the organization.

Customer Experience 97

Customer Experience B2B Customer centricity Feedback 97

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. Tips for getting feedback: – Add surveys.

Best practices 52

Best practices Customer Service Customer retention Morale 52

ChurnZero

MARCH 3, 2022

Top five Customer Success resources brought to you by ChurnZero. How to crush SaaS customer onboarding: a roundup of expert advice. SaaS onboarding makes or breaks your customer retention. In this playbook, we catalog the fifteen common monsters that attack customer retention.

SaaS 98

SaaS Customer retention Surveys Consulting 98

JivoChat

JUNE 7, 2021

In fact, the numbers are staggering — according to statistics from Oberlo , more than 230 million Americans will shop online in 2021. billion online in 2021, creating lots of opportunities for web-based businesses. Numbers from Adobe’s 2020 Digital Economy Index indicate that 8% of customers make up 41% of e-commerce store’s revenue.

Best practices 52

Best practices Chatbots Customer retention Surveys 52

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 52

Healthcare Accountability Metrics Surveys 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. Provide opportunities and incentives for customers to promote your brand.

SaaS 68

SaaS Best practices Upselling Education 68

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Query volumes spiked as customers (and companies) faced unprecedented problems, placing huge stress on customer service agents.

Customer Service 105

Customer Service Chatbots Surveys Customer retention 105

ChurnZero

OCTOBER 28, 2021

Q&A Recap: 2021 Customer Success Leadership Study Results Revealed. With each passing year the Customer Success industry matures and meets new challenges along the way, and this year has been in many ways just as challenging as the last. Customer Success Around the Web. Executive sponsors, champions, key users.

Chief Customer Officer 52

Chief Customer Officer Metrics Finance Surveys 52

Education Services Group

NOVEMBER 8, 2021

The 2021 Customer Success Leadership Study is out! Especially when they are telling a story about how Customer Success is booming. I don’t want to spoil it for you, but that’s what we’re seeing in the second year of producing our annual study surveying the issues and trends affecting the CS industry. Numbers are the best.

Chief Customer Officer 52

Chief Customer Officer Finance Surveys Sales 52

ChurnZero

DECEMBER 29, 2020

To help CCOs hone their focus and avoid the dangers of fixating on irrelevant or flawed metrics, we asked ChurnZero’s CCO Abby Hammer about the Customer Success metrics she cares most about and why. 5 Ways to Reduce Churn by Delivering a Consistent Customer Experience. 7 Trust-Building Tactics to Increase Customer Loyalty.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Query volumes spiked as customers (and companies) faced unprecedented problems, placing huge stress on customer service agents.

Customer Service 90

Customer Service Chatbots Surveys Customer retention 90

aircall

AUGUST 4, 2021

A recent survey conducted by global consulting firm PwC found that most executives and employees expect the hybrid workforce to become more widespread in the second quarter of 2021. In fact, 2021 has reportedly already seen a 102% rise in ransomware attacks compared to 2020. Choosing the Right Technology for the Future of Work.

Employee engagement 108

Employee engagement Morale call center software Consulting 108

ChurnZero

DECEMBER 28, 2021

Leading the way, Google released their Year in Search for 2021. Who would have thought that 2021 would be the year the world searched for “y2k” more than ever before? Here’s ChurnZero’s greatest hits compilation of our top content, milestones, and happenings from 2021. Top 10 Articles from 2021. Other Noteworthy News.

Finance 52

Finance SaaS Accountability Scripts 52

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.

Education 98

Education Benchmark Customer retention Metrics 98

Fonolo

JUNE 15, 2021

5 Important Strategies for Agent Engagement in 2021. Ultimately, investing in agent engagement is an investment in the overall business, which has a long-term positive impact on sales growth and customer retention. How to Make a Call Center Agent Engagement Survey. Happier agents could mean happier customers.

Call Center 115

Call Center Contact Center Metrics Morale 115

Kayako

JULY 22, 2022

Past experiences: D o your customers have high or low expectations based on past interactions? Positive interactions over time build trust, reinforce customer loyalty, and help increase customer retention. Price : What is the customer’s perception of the price based on the marketplace and perceived value?

Metrics 112

Metrics Customer effort Feedback Construction 112

JivoChat

MARCH 10, 2021

Proactive customer service is more than just a buzzword. What once seemed like a novel tac has been proven to deliver tangible results in increased customer retention, loyalty, and sales. When you provide an excellent experience for your customers the first time, why would they not return for more?

Customer Service 52

Customer Service Surveys Feedback Customer Support 52

Satrix Solutions

JULY 21, 2021

In challenging times, it feels more important than ever that Customer Success and Product are not just aligned but allied. What are one or two of your most recommended approaches for minimizing customer churn? SaaS onboarding makes or breaks your customer retention. About Abby Hammer.

Chief Customer Officer 78

Chief Customer Officer SaaS Customer retention Metrics 78

ChurnZero

MARCH 31, 2023

Renewals and retention are key in trying economic times Most Customer Success professionals the Customer Success Collective spoke with for a trend round-up expect their companies to put greater emphasis on customer renewals and customer retention. The average customer churn rate is 5.6%

Benchmark 98

Benchmark B2B Accountability Consulting 98

JivoChat

MARCH 15, 2021

Benefits of Omnichannel Customer Service. According to a survey conducted by Aspect Software , businesses that adopt omnichannel strategies achieve 91% greater year-over-year customer retention rates compared to businesses that don’t. Improves customer retention. Increases customer loyalty.

Customer Service 52

Customer Service Multichannel CRM Upselling 52

ChurnZero

JANUARY 13, 2022

Our recent Customer Success Leadership Study showed that 61% of respondents reported a Vice President and above as being the highest leader in their Customer Success organization in 2021 – an increase of 7% from the previous year. This is in part due to a rise in the standing of the Chief Customer Officer role.

Chief Customer Officer 98

Chief Customer Officer SaaS Engineering Consulting 98

aircall

JUNE 16, 2021

But good customer service is no longer enough to stand out in your competitive niche. In our 2021 ECommerce Report , we surveyed nearly 6,000 eCommerce shoppers across seven countries. From there, we determined that 55% of customers will continue purchasing from a brand after a positive customer service experience.

Customer Service 62

Customer Service Surveys Customer retention Coaching 62

Playvox

NOVEMBER 2, 2021

But given the level of uncertainty experienced in the last 18 months – ever-changing pandemic guidance, more workers voluntarily resigning from jobs, many of us still working remotely – what impact will this have on customer behavior and buying habits as we close out 2021? Hybrid Holiday.

Contact Center 73

Contact Center Sales Customer retention Customer Service 73

CSM Magazine

JUNE 18, 2024

A recent report released by Forrester has revealed that the quality of customer experience in the United States has experienced a significant drop, marking the third consecutive year of decline. This alarming trend was established based on a comprehensive survey that involved over 98,000 US customers across a variety of industries.

Customer Service 52

Customer Service Customer centricity Customer retention Surveys 52

TechSee

JUNE 25, 2019

A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. Emotion analytics can be used to classify a customer’s mood with the right priority and route it to the right agent. Gamification.

Technology 122

Technology Customer Service Gamification Contact Center 122

BlueOcean

SEPTEMBER 27, 2021

Read more > The Growing Value of the Customer Experience Market. Between 2021 and 2028, the global customer experience management market size is expected to grow from $8.79 This report gives a deep dive into the revenue share of each segment of customer experience. billion to $27.12

Customer Experience 71

Customer Experience B2B B2C Contact Center 71

Callminer

AUGUST 6, 2019

Additional data can include the number of customers handled, and the overall satisfaction rating (if a survey at the end of the call is enabled) of those customers. For example, the business focus of the head of retail operations for a bank may be to increase customer retention and lifetime value.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

CSM Magazine

NOVEMBER 11, 2020

The 2021 Customer Support Trends Report shows how the COVID-19 pandemic is impacting support leaders’ annual plans and identifies conversational support as a key strategic area of investment in 2021. The report is based on a survey of nearly 600 customer support leaders from B2B and B2C organizations.

Customer Support 52

Customer Support B2C Chatbots B2B 52

The Petrova Experience

SEPTEMBER 16, 2021

First, do you have customer retention challenges? If yes, you need customer feedback research before you start journey mapping. Are you designing the journey of your new product customer? Then, you need to include marketing, sales and customer success in your journey mapping process.

Journey mapping 40

Journey mapping Customer centricity Surveys Feedback 40