CSM Magazine

DECEMBER 17, 2024

With reverse ETL, data from your warehouselike browsing history, abandoned carts, or past purchasespowers recommendation engines directly on your website. Seamless Loyalty Programs Loyalty programs can deliver massive customer retention benefits when personalized appropriately.

Customer Experience 52

Customer Experience Enterprise B2B Customer centricity 52

AWS Machine Learning

MAY 7, 2024

Rather than requiring extensive feature engineering and dataset labeling, LLMs can be fine-tuned on small amounts of domain-specific data to quickly adapt to new use cases. This post walks through examples of building information extraction use cases by combining LLMs with prompt engineering and frameworks such as LangChain.

Engineering 118

Engineering Technical Support Chatbots Best practices 118

Amity

MARCH 24, 2017

If you’re in business today with a recurring revenue model, of the biggest questions you must ask is “where are the gaps in my revenue engine?” ” You may also be seeing an all-too-common trend: customer churn and/or a slowing trajectory of revenue growth. Learning from Our Process.

Accountability 56

Accountability Engineering Metrics Upselling 56

Kayako

AUGUST 21, 2018

What is customer retention? Simply put, customer retention refers to the strategies and tactics businesses use to encourage repeat purchases and ongoing loyalty from their existing customer base. That’s why customer retention is so vital for businesses of every stripe. Build a Customer Feedback Loop.

Customer retention 49

Customer retention Banking Feedback Customer Support 49

Kayako

AUGUST 28, 2015

Experience engineering: ‘hard’ skills for support pros. Being courteous and attentive has little to no impact on customer retention. Being courteous and attentive has little to no impact on customer retention. For example, here are some of the skills that make up experience engineering: Word choice.

Engineering 95

Engineering Customer retention Coaching Customer Support 95

Beyond Philosophy

APRIL 14, 2022

However, here are some of the stats that stood out to me most: 73% of business leaders reported a direct link between customer service and business performance. 64% of business leaders say that customer service has a positive impact on the company’s growth . 60% say customer service improves customer retention .

Contact Center 195

Contact Center Upselling Education Engineering 195

Outsource Consultants

FEBRUARY 25, 2025

Ecommerce is booming, but 96% of customers say customer service impacts brand loyalty. Are you leveraging call centers to turn support into a revenue engine? At Outsource Consultants, we’ve seen ecommerce call center services significantly boost revenue and customer satisfaction.

Call Center 67

Call Center Sales outsourcing Technical Support 67

Totango

MAY 17, 2024

Leading companies and CS teams are paving the way by providing innovative solutions that leverage AI technologies to accelerate impact and drive customer retention and growth. As a result, CSMs spend a staggering 35% of their time compiling details on customer accounts using various tools. Tools like Chorus and Gong.io

Accountability 101

Accountability Government Chatbots Engineering 101

ChurnZero

NOVEMBER 26, 2024

For instance, owning customer retention signifies direct responsibility for renewal rates. Utilize data-driven insights and customer feedback to develop innovative solutions and drive product improvements. Develop and execute strategic success management plans to foster long-term customer relationships.

SaaS 52

SaaS Upselling Enterprise industry standards 52

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

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoint Mediums. Touchpoints may involve any medium you use to interact with customers, including: Search engine marketing. The awareness stage corresponds to the early stages of the marketing process, where the customer becomes aware of your brand. Social media posts and ads. Blog content.

B2B 122

B2B Journey mapping SaaS Upselling 122

ProProfs Blog

FEBRUARY 13, 2020

Takeaway: These customer loyalty and engagement benefit statistics help us to understand why loyalty programs are so popular among customers and how business owners end up receiving improved revenues. Customer Loyalty B2B Statistics. Customers who end up paying more are more likely to check out your competitors too.

Customer retention 164

Customer retention Sales B2B Airlines 164

Hodusoft

JANUARY 17, 2025

At HoduSoft, we have helped many microfinance companies in reducing their average waiting time and taking their customer service operations to an altogether whole new level! We have engineered our HoduPBX’s call routing feature to efficiently route all incoming calls to the right agents in a minimal amount of waiting time.

Wait times 52

Wait times Interactive Voice Response Customer Support Call flow 52

Lumoa

AUGUST 25, 2020

However, should your marketing budget be more focused on customer acquisition or retention is a tough question and one that will eventually define your growth. Talking about customer retention, you possibly already know the merits of investing time and money in keeping your existing customers satisfied and hooked.

Chatbots 78

Chatbots Customer retention Advertising Marketing 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.

Benchmark 98

Benchmark B2B Accountability Consulting 98

GetFeedback

MAY 9, 2019

This means they operate consistently based on a clear set of values, holding themselves and their teams accountable for their particular ownership of the customer experience. . They’re also empowered with the necessary tools and encouraged to actively contribute to the customer experience.

Customer Experience 134

Customer Experience Journey mapping Metrics Customer centricity 134

Totango

NOVEMBER 5, 2021

What helped you build your customer journey map and what were the main factors you took into account? MH : Well, it all started off on big sticky notes, just trying to figure out how we wanted our customers to experience their onboarding journey. Sometimes there are several contacts associated with an account.

Journey mapping 115

Journey mapping Accountability Marketing Metrics 115

Kayako

SEPTEMBER 29, 2016

Customers expect lightning fast responses across all channels nowadays, and though sub-60-minute responses aren’t always possible, think about how you can ensure a great experience for customers. 3 ways to create a customer service philosophy. Put your customer first. Now that’s a win-win-win!

Omni-channel support 82

Omni-channel support Customer Service Self service Customer retention 82

Up Your Service

SEPTEMBER 22, 2018

Customer retention now tops new customer acquisition as a source of predictable revenue and profitability. Many challenges exist for organizations making this transition, including legacy reporting structures, out-of-sync compensation plans, lack of capabilities, and customer and supplier inexperience.

Engineering 74

Engineering Metrics Employee engagement Technology 74

CustomerSuccessBox

MAY 28, 2021

From achieving 130 % MRR Retention to reducing up to 50% Logo Churn and to attain a 2X-5X Account: CSM Ratio, SaaS businesses need to have Customer Success. What’s my relationship level with my customer? Is the MRR for a customer account growing or declining? INNOVATION 1: Health 360. not the only factor.

Technology 52

Technology SaaS Upselling Customer retention 52

ijgolding

NOVEMBER 1, 2016

Informed that engineers may not look at this until 7 th September. BT agent confirmed that data issue meant that the account was not linked between two systems and therefore BT sport packages were not available. UK operator agreed that the account had been set up wrongly and agreed to adjust notes on my file. Mb/s upload 9.36

Customer Experience 95

Customer Experience Airlines Engineering Accountability 95

AWS Machine Learning

AUGUST 1, 2024

Manual data extraction and analysis can slow down the workflow, leading to longer processing times and lower customer retention. Errors in data interpretation or inconsistencies in applying guidelines can result in incorrect risk assessments, premium leakage, and lost customers for the insurer.

APIs 121

APIs Banking Engineering Construction 121

CX Journey

JUNE 19, 2015

It's not new; she wrote about customer rooms five years ago. This year, though, she devotes a few pages in her new book, Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine , to this topic and includes an example from The Irvine Company. Customer rooms allow them to.

Journey mapping 71

Journey mapping Chief Customer Officer Education Engineering 71

Customer Guru

DECEMBER 13, 2017

Mapping the customers for each department gives a clear view of how the department’s work impacts the customer experience of the end customer, who is most likely being served by the sales and account management department. The best way to achieve this is to build a Customer Journey Map (CJM).

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

Comm100

JANUARY 21, 2020

Here are four elements to consider, plus some customer service best-practices to make the most of them: Social media vs. SEO reach. Online customers in the pre-purchase stage typically find companies in one of two ways: on social media or through a search engine. Mobile vs desktop retention. Remember: Be mobile-ready.

B2C 85

B2C B2B Benchmark Best practices 85

ChurnZero

AUGUST 25, 2021

Customer Success & Support. NPS should be a part of routine account engagement for Customer Success and Support departments. It’s a proactive method of identifying issues that may lead to reduction in product usage or customer churn. Products & Engineering.

Journey mapping 98

Journey mapping Benchmark Feedback Metrics 98

Totango

AUGUST 11, 2022

Digital interactions that inform SaaS client relationships span the range of the customer journey , from pre-purchase marketing engagements to onboarding to subscription renewals, upsells and brand advocacy. Examples include: Search engine queries and ads. If the decision-maker isn’t engaged, the account is at risk.

SaaS 113

SaaS Journey mapping B2B Upselling 113

ClearAction

APRIL 13, 2023

CMOs set expectations for customer acquisition and CCOs assure expectations are delivered for customer retention. Both acquisition and retention are less of an uphill battle when you have high brand integrity. Acquiring the right customers : What percentage of new customers match your Ideal Customer Profile (ICP)?

Chief Customer Officer 62

Chief Customer Officer Revenue potential Customer retention Engineering 62

Nicereply

FEBRUARY 2, 2024

Customer Experience vs. Customer Service vs. Account Management While there are similarities with other customer-facing initiatives, you shouldn’t confuse customer success with other similar terms. On the contrary, customer success is proactive and aims to anticipate and solve problems before customers reach out.

Education 59

Education Accountability Customer retention Journey mapping 59

Hodusoft

MARCH 5, 2025

Almost the same number of people said that they created an account because the site wanted them to do just that. Customer Retention Challenges When visitors abandon their carts due to miscommunication, poor CX, lack of trust, or any other major fault from the side of an e-commerce company, they are more likely to go for good.

Abandon rate 52

Abandon rate Contact center software Interactive Voice Response Contact Center 52

Kayako

JULY 22, 2022

Customer satisfaction is a powerful engine for business success, and customer perception is an important factor. Let’s look under the hood because it turns out there are many moving parts affecting customer perception. What factors should companies take into account? Some important areas include: .

Metrics 112

Metrics Customer effort Feedback Surveys 112

ClearAction

DECEMBER 16, 2017

Yet, if a company is customer-centric , then concentric circles around the customer mean that marketing, service and sales are the natural conduit for helping the rest of the company — engineering, finance, human resources, production, operations, technology, safety, accounting, etc. Originally published on MyCustomer.

Customer centricity 63

Customer centricity Finance Engineering Customer retention 63

Totango

MARCH 12, 2021

From this vantage, the customer journey divides into a pre-sales buyer’s journey, which is driven by marketing and sales, and a post-sales customer journey, which is the responsibility of customer success teams and account managers. At-risk customers. Key metrics include: Customer retention rate.

Journey mapping 67

Journey mapping Upselling Metrics Customer retention 67

LiveChat

OCTOBER 24, 2016

Managers need a streamlined process from top to bottom to ensure all departments, from purchase to engineering, from marketing to sales to customer support, are on the same page. An omnichannel presence and marketing directly affects customer retention. What do your favorite customers think about you? Over to you.

Customer retention 53

Customer retention Best practices Benchmark Call Center 53

Totango

NOVEMBER 5, 2021

What helped you build your customer journey map and what were the main factors you took into account? MH : Well, it all started off on big sticky notes, just trying to figure out how we wanted our customers to experience their onboarding journey. Sometimes there are several contacts associated with an account.

Journey mapping 91

Journey mapping Accountability Marketing Metrics 91

Amity

OCTOBER 31, 2016

I’m the VP, Customer Success here at Uberflip. The first being product adoption, the second being customer retention, and the third being customer expansion. It might help to start with a bit of a history, give that, relative to other teams here at Uberflip, Customer Success is still very new. Great question.

Coaching 0

Coaching Upselling Engineering Marketing 0

Amity

APRIL 25, 2016

Chad is an experienced and accomplished technology leader specializing in product management and strategy, product innovation, product marketing, sales engineering, usability, and customer experience management. SVP of Customer Success - P eopleMatter. CEO - Customer Bliss. The Customer Success Magazine.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96