ShepHyken

DECEMBER 9, 2022

So how can you make sure that your customer journey is aligned with your brand expectations? And more importantly, how can you ensure that it’s not costing you sales? We explore these questions and offer some tips on how to improve your customer journey. . What do customers expect from contact centers? .

Sales 319

Sales CRM Contact Center Customer retention 319

Help Scout

MAY 12, 2021

In this article, we discuss the role of support teams in retaining customers and show how to combine high-quality, empathetic customer service with a deliberate focus on business growth. What is customer retention and how is it measured? 15 practical ways customer service teams can improve retention.

Customer retention 117

Customer retention Finance Analytics Customer effort 117

Nicereply

JUNE 18, 2020

Customer retention is the act of keeping customers engaged, creating customer advocates, and reducing churn before it happens. Imagine you never acquired another customer. Your sales team went home, and all you had left was your current group of customers. That’s where customer retention comes in.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

Totango

AUGUST 16, 2022

Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn.

Customer retention 103

Customer retention Upselling CRM SaaS 103

Totango

OCTOBER 2, 2020

Equipped with the knowledge provided by customer data, you can help your customer survive tough times by offering practical solutions that add value and ultimately contribute to customer retention during economic downturns — even ones caused by a pandemic. Customer Retention Is Your Future.

Customer retention 118

Customer retention Enterprise Best practices Metrics 118

Kapta Customer Success

FEBRUARY 7, 2022

More importantly, you should always be focused on your customers and how you can improve their experience with your brand and products or services. This starts with tracking your churn rate versus customer retention and running churn analysis to discover what's causing customers to go to the competition — and change it.

Accountability 98

Accountability Management Customer retention 98

Pointillist

JUNE 15, 2018

Much of the marketing world is still focused on customer acquisition, but to improve customer retention will yield f ar better ROI and cost about 5-25X less than customer acquisition. What is Customer Retention? Why Customer Retention Matters. My Customer Retention ?

Customer retention 110

Customer retention Analytics Airlines Personalization 110

ChurnZero

AUGUST 11, 2020

Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? Customer retention, along with new customer acquisition, has been challenging for most companies when the pandemic hit. Get a 360-Degree View of Your Customers . This is shocking.

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

ProProfs Blog

APRIL 17, 2020

In short, your success relies on the fact that your customers don’t leave you. And if you successfully increase customer retention rates by 5%, then you can boost profits by 25% to 95%. That’s one of the reasons why y ou formulate strategies to retain your customers. The Essential Metrics for Measuring Customer Success.

Metrics 142

Metrics Customer retention SaaS Surveys 142

Totango

APRIL 24, 2020

In customer retention, every engagement counts. Rather, customer retention for SaaS enterprises is a result of the customer experience. It is an outcome based on an emotional reaction and connection to the performance of a supplier and the value a customer experiences through using that enterprise’s product.

Best practices 83

Best practices Customer retention SaaS Enterprise 83

Totango

FEBRUARY 9, 2022

The contract renewal stage of the customer lifecycle is a critical component of driving retention for SaaS products. Knowing how to use technology to optimize your contract renewal process can increase your retention rates and your revenue. Then, we’ll look at the pros and cons of contract renewal automation.

Customer retention 97

Customer retention SaaS Best practices Upselling 97

Totango

JANUARY 26, 2021

Read on to learn what churn is, how an attrition analysis can help you pinpoint why you’re losing customers, and what steps you can take to prevent customer churn. What Is Churn Rate and How Does It Relate to Customer Retention? These are just a few examples of issues which can contribute to customer churn.

Customer retention 92

Customer retention Sales Marketing Big data 92

ShepHyken

MARCH 27, 2018

Stop Losing Customers, Start Creating Loyalty. How can accountability create Moments of Magic ® ? Shep Hyken sits down with Joey Coleman to discuss how to “Never Lose a Customer,” which happens to be the title of his amazing book. How do you retain a client? How do you retain a client?

Customer retention 216

Customer retention Accountability Feedback Sales 216

Beyond Philosophy

OCTOBER 8, 2014

Furthermore, he was a part of Virgin Mobile’s team, which is again very Customer-centric. When we training people on how to assess their Customer Centricity we use our Naïve to Natural model. Competition is great for Customer Experience.

Customer centricity 276

Customer centricity Customer retention Customer emotions Airlines 276

ShepHyken

MARCH 13, 2017

He manages a team of customer support professionals and knows what the best customer service looks like – and how to deliver it. In this informative article he shares five of the ways his team delivers a consistent customer experience. How To Provide Witty And Effective Customer Support On Social Media by Jimmy Rohampton.

Customer Service 236

Customer Service Best practices Customer retention Customer Support 236

Kapta Customer Success

MAY 16, 2022

According to a collection of statistics from SEMrush, "44% of businesses focus on customer acquisition, while only 18% focus on customer retention.". But the statistics don't reflect this.

Accountability 104

Accountability Customer retention Management Sales 104

ProProfs Blog

NOVEMBER 9, 2021

Because without satisfying the customer’s needs, you cannot offer them a delightful experience, which inevitably results in customer churn and poor revenue generation. Hence, if you aren’t strategically thinking about customer satisfaction, you’re probably following a risky approach. What is Customer Satisfaction?

Surveys 146

Surveys Feedback Metrics Customer retention 146

Quiq

MARCH 31, 2022

Marketing and sales consistently combine their efforts to attain the most customers at the lowest price. But few businesses dedicate as many resources to customer retention. Keeping customers happy and continuing to buy from your e-commerce business deserves (and often requires) as many resources.

Customer retention 77

Customer retention Metrics Personalization Benchmark 77

The Petrova Experience

JANUARY 14, 2025

Its 2025, and businesses across sectors have a customer retention problem. companies alone lose an estimated $168 billion annually due to customer attrition, as revealed in a CallMiner whitepaper. The financial implication of customer churn is staggering, with little end in sight, if unaddressed.

Customer retention 40

Customer retention Feedback B2C Metrics 40

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers.

Customer retention 88

Customer retention Journey mapping SaaS Benchmark 88

Win the Customer

DECEMBER 25, 2019

YoY increase in customer retention. Social organizations also reported a drastically lower number of customer complaints. Fewer complaints means more satisfied customers, leading to improved rates of customer retention and lower costs to the organization due to customer churn.

Customer Service 115

Customer Service Advertising Customer Care Customer retention 115

Fonolo

SEPTEMBER 28, 2022

An after-call survey is a series of questions requesting customer feedback right after an interaction. The value is in the timing—customers will give the most accurate accounts of their service experiences shortly after they’ve happened. They’re proven to improve customer retention and inform customer service strategy.

Scripts 138

Scripts Surveys Interactive Voice Response Call Center 138

ChurnZero

AUGUST 15, 2024

One of the most effective ways to achieve this is to leverage AI for customer retention by using it to understand customer trends and mitigate churn risks. And yes, there will be some shameless plugs for UpdateAI—I’m not just the Head of Customer Success and Community; I’m also the biggest fan of our own product!

Customer retention 52

Customer retention Management Accountability Analytics 52

SharpenCX

JUNE 8, 2021

If your team can’t retain customers and establish long-term relationships that last, your entire company suffers the losses. According to research out of Bain & Company , increasing your customer retention rate by just 5% can increase profits anywhere from 25 to 95%. Customer acquisition on the other hand is costly.

Customer retention 76

Customer retention Coaching Employee engagement Contact Center 76

ClientSuccess

NOVEMBER 2, 2022

Over the years, customer success manager roles have expanded to include many different responsibilities. Bridging the gap between customers and a product team is critical, from managing customer implementations to ongoing account maintenance. Keep tabs on customer satisfaction and account health. .

Customer retention 70

Customer retention Upselling SaaS Accountability 70

JustCall

MARCH 23, 2023

As a result, customers respond to sales campaigns better, thereby increasing conversions and sales for businesses. Customer Retention Converting leads and prospects into customers is only one part of the process. If you’re wondering how to increase customer retention, CRM tools can help here too.

CRM 132

CRM Sales Customer retention Metrics 132

Totango

DECEMBER 15, 2020

For instance, you can standardize your onboarding procedure by creating support materials to guide your customer during the post-purchase process, and set up automated triggers to notify new buyers about how to access the materials. How Improving Customer Experience Increases Retention.

Best practices 115

Best practices Accountability Personalization Technology 115

Kapta Customer Success

MARCH 20, 2023

Companies have shifted their focus from high growth at any cost to customer retention and growth through cross-sells and upsells. In fact, 67% of businesses are skipping customer acquisition in favor of customer retention. This puts a lot of pressure on Key Account Managers (KAMs).

Accountability 10

Accountability Management Upselling Customer retention 10

Totango

JUNE 30, 2021

Knowing how to boost product adoption after onboarding is critical for customer retention. Onboarding is a crucial time to provide the training and resources that customers need to make the most out of your product. Manage Larger Customer Adoption Issues. Boost Product Adoption to Increase Customer Retention.

Best practices 99

Best practices Customer retention Metrics Accountability 99

Callminer

AUGUST 6, 2019

Call Accounting: Also known as call logging, these tools collect and record phone usage within a call center. To make the right buying decision, follow these expert tips and suggestions on what to look for and how to evaluate potential call center software solutions. . Be mindful of integrations. Service is a big part. “As

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Kapta Customer Success

NOVEMBER 13, 2023

In today’s marketplace, customer retention is dependent on customer outcomes. In fact, the best predictor of customer retention is measurable customer results.

Accountability 59

Accountability B2B Customer retention Management 59

ChurnZero

OCTOBER 8, 2021

How to Map Your Customer’s Vector Path To Determine Whether They’re Heading in a Positive Trajectory. 58% of businesses focus their customer experience strategy on increasing value for their customers. To do this, Customer Success teams are using Customer Success vectors. Excellent B2B relations.

SaaS 98

SaaS Metrics B2B Enterprise 98

Kapta Customer Success

JANUARY 8, 2024

As businesses strive to do more with less, customer retention and expansion is the way to go. This allows you to spend less on costly new customer acquisitions while protecting the 20% of your existing customer base that generates up to 80% of your revenue. Looking to hit your business growth goals this year?

Upselling 59

Upselling Accountability Management Customer retention 59

Totango

APRIL 2, 2019

During the first week after the initial subscription, your goal should be to get customers to use the product at least once. The onboarding stage is critical in terms of customer retention, so make sure your customer understands all the features of your product and the value it provides. Gather Feedback.

Journey mapping 108

Journey mapping Upselling Accountability Feedback 108

ProProfs Blog

DECEMBER 6, 2019

Promote customer to recover. How to Capture Customer Feedback? Now that we have understood the importance of real-time feedback, it’s time to jump straight to how we can obtain the quality inputs. You’ll find a number of ways, using which you can collect the customer’s feedback. Improved customer retention.

Feedback 124

Feedback Surveys Sales Benchmark 124

ChurnZero

MARCH 22, 2022

Reducing customer friction points means minimizing effort for your customers and, in the long run, maximizing revenue for you. As technology continues to advance and consumers’ expectations continue to climb, it’s more important than ever to know how to identify and reduce user friction. Identifying customer friction points.

Customer retention 98

Customer retention Sales Advertising Analytics 98

Totango

AUGUST 11, 2022

Learn How to Build Client Relationships Digitally: 14 Proven Tactics. Knowing how to build client relationships digitally is critical for SaaS businesses. Most interactions with your SaaS customers are digital, making handling these opportunities decisive for customer satisfaction, loyalty, repeat business and referrals.

SaaS 110

SaaS Journey mapping B2B Feedback 110