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? Report on “saved customers”. Your sales team. Your existing support team.

Customer retention 117

Customer retention Finance Customer effort Analytics 117

ShepHyken

DECEMBER 9, 2022

Let’s say you work in the financial services industry and your company advertises to current customers who actively use your mobile app and potential customers that interact with your digital content. The ad highlights how easy it is to open a checking account with your institution. . Reduced customer churn .

Sales 314

Sales CRM Contact Center Customer retention 314

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

TeleDirect

JANUARY 7, 2025

Whether its a technical glitch, a healthcare crisis, or a travel disruption, having round-the-clock support ensures that your customers are never left stranded. Boosting Customer Retention Consistent, reliable customer service builds trust and loyalty. Provide personalized assistance to enhance the customer experience.

Call Center 125

Call Center Abandon rate Average Handle Time Healthcare 125

TeleDirect

DECEMBER 25, 2024

Allow customers to switch between channels without losing context. Customer Relationship Management (CRM) Systems Store customer data and interaction history. Track and analyze customer trends to improve service. Predict customer needs using data-driven insights. Address urgent financial inquiries.

Call Center 127

Call Center Customer Experience Technical Support Healthcare 127

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

Beyond Philosophy

OCTOBER 8, 2014

With their own brand to build and more freedom to test the waters, they can recruit more of the movers and shakers in the industry, which will lead to better products and services for their account holders. Competition is great for Customer Experience.

Customer centricity 276

Customer centricity Customer retention Customer emotions Airlines 276

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 94

Customer retention Sales Marketing Big data 94

Totango

FEBRUARY 9, 2022

In the most passive manual renewal scenario, a company takes no proactive steps to encourage renewal, leaving it entirely up to the customer to remember it’s time to renew and take the necessary steps. In a minimally proactive scenario, a company might assign individual account managers to email, text, or call customers at renewal time.

Customer retention 100

Customer retention SaaS Best practices Upselling 100

CSM Magazine

NOVEMBER 5, 2024

Dynamics 365 is a powerful tool for businesses focused on strengthening their customer service. The customer experience management market is on track to grow at a 15.4% compound annual growth rate (CAGR) through 2030, underscoring the rising importance of tools that centralize and improve customer interactions.

Customer Service 52

Customer Service Management Metrics Consulting 52

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

Calabrio

MARCH 22, 2025

Best Practices Contact Center Management: Best Practices & Strategies for Peak Performance Share The modern contact center is no longer seen as a mere service function at the periphery of the business. Great customer experiences now come with a massive price premium and bad ones drive even the most loyal consumers away in a hurry.

Best practices 52

Best practices Contact Center Management Call Center 52

CSM Practice

MAY 28, 2020

What is the average Customer Success Manager Salary? More and more SaaS businesses are realizing the value of having a customer success team to ensure the continued success of their customers. Popular Customer Success Manager Salary Plans. 2. Base + Bonus Plan.

Best practices 126

Best practices Management SaaS Metrics 126

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

ShepHyken

MARCH 13, 2017

But the reality many of us customer service leaders know all too well is that this type of service can be inconsistent at best. My Comment: Jeremy Watkin lives and breathes customer service. He manages a team of customer support professionals and knows what the best customer service looks like – and how to deliver it.

Customer Service 230

Customer Service Best practices Customer retention Customer Support 230

Kapta Customer Success

JANUARY 15, 2024

67% of businesses are prioritizing customer retention over new customer acquisition. If your business is making this shift, you’re likely interested in identifying the best tech to support your key account management team.

Accountability 59

Accountability Management Customer retention Technology 59

ShepHyken

MARCH 13, 2020

higher customer retention, 1.9x higher customer satisfaction rates” – Forrester. Another remarkable strategy to hit the bull’s eye is equipping your customer support staff with a smart and scalable help desk ticketing system. Help Desk Ticketing System – 5 Ways it Revolutionizes Customer Support: 1.

Customer Support 271

Customer Support Customer retention Customer Experience Management 271

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 90

Customer retention Journey mapping SaaS Benchmark 90

ShepHyken

DECEMBER 14, 2018

While useful, this often does not take into account the specific risks faced by an individual organization. Ted Bardusch, CISO at customer engagement hub Usermind highlights that a unified customer record is crucial to being able to meet the GDPR’s 72-hour customer breach notification rule. “To

Customer Experience 268

Customer Experience Government Coaching Customer retention 268

Cincom

JANUARY 30, 2025

This clearly highlights that if companies limit themselves to standard loyalty programs, customers will not hesitate to leave, consequently cutting down a large chunk of your revenue. Thats where customer experience software enters. What is customer experience management?

Customer retention 40

Customer retention Customer Experience Analytics Feedback 40

Totango

FEBRUARY 12, 2025

For enterprise organizations, managing customer relationships is far from simple. The scale of operations, diversity of customer needs, and complexity of organizational structures create unique challenges. Yet, one constant remains critical understanding customer health. Optimize outcomes for diverse customer bases.

Enterprise 62

Enterprise Metrics Accountability Construction 62

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

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

Kapta Customer Success

APRIL 29, 2024

Account managers can easily identify cross-sell and upsell opportunities with a white space analysis to increase customer retention and growth. Here’s how.

Customer retention 59

Customer retention Upselling Accountability Management 59

Totango

JULY 28, 2021

Following best practices for hiring a customer success manager can make a critical difference in the quality of your customer relationships. Customer success managers serve as the face of your company in dealing with clients, playing a key role in ensuring satisfying experiences of your brand.

Best practices 118

Best practices Management Brand ambassadors Upselling 118

Totango

DECEMBER 21, 2021

Building out customer success manager automation depends on the effective use of email and in-app messaging. Planning strategic emails at key milestones in your customer journey can help you deliver a smoother customer experience, yielding higher satisfaction and better retention rates.

Management 112

Management Best practices Upselling Accountability 112

ShepHyken

JULY 26, 2019

Let’s Get Acquainted With the Term Customer Experience. Mainly referring to a customer’s perception of their overall interactions, customer experience has been considered as a critical driver of customer retention and acquisition. 5 Ways to Enhance Customer Experience. Consumer research. Marketplace data.

Customer Experience 297

Customer Experience Feedback Customer centricity Customer retention 297

ShepHyken

JULY 13, 2018

Remember, your business client is also a customer. Relationship Building in B2B for Customer Retention. Taking the time out to build rapport and manage long-term commitments with your business clients yields huge dividends when it comes to retaining client loyalty over the long-term. Final Words.

B2C 38

B2C Customer Experience B2B Journey mapping 38

TeleDirect

JANUARY 9, 2025

Outcome: Customers receive consistent, high-quality support that reinforces brand loyalty and trust. E-Commerce Businesses Manage order inquiries, returns, and shipping updates. Enhance customer experience through personalized service. Financial Services Assist with account inquiries, loan applications, and fraud detection.

Call Center 77

Call Center Healthcare Multichannel First call resolution 77

Fonolo

MAY 30, 2023

Managers know that call center workforce management matters. Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. Executive Guide to 6 Call Center Metrics What is Workforce Management in a Call Center? The results?

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

Totango

MAY 11, 2021

Stakeholder engagement and management is critical for customer retention. Here’s how to plan an effective stakeholder management strategy and track your performance. A well-designed stakeholder engagement and management strategy includes two key components: An action plan for promoting stakeholder engagement.

Management 91

Management Journey mapping Best practices Metrics 91

Kayako

JULY 28, 2022

For example, let’s say a customer wants to change their address on an account. Which experience do you think will result in a happier customer? The customer logs in to their account . They quickly find their account information. Customer calls a customer helpline .

Management 98

Management Customer Service Self service B2C 98

Callminer

APRIL 30, 2020

The most successful companies have solutions in place for monitoring customer interactions and analyzing customer sentiment. This also ends the confrontation on a good note and leaves the customer feeling appreciated and heard.” Address customer concerns quickly.

Customer Service 273

Customer Service Scripts Construction Feedback 273

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

TeleDirect

JANUARY 4, 2025

Global Reach For businesses with international customers, 24/7 support eliminates time zone barriers, allowing you to cater to a global audience. Example: An e-commerce business can handle customer inquiries from different regions without delay, improving the shopping experience for international buyers.

Healthcare 62

Healthcare Call Center call center solutions Sales 62

The Northridge Group

NOVEMBER 4, 2021

Coaching contact center associates to drive a differentiated customer experience that delights customers is a tall order for their managers, who must continually strike a balance between associate development and sustained business outcomes. Refocusing team managers to listen to calls with the “ ear of the customer ”.

Best practices 145

Best practices Coaching contact center associations Contact Center 145

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