ProProfs Blog

JUNE 21, 2019

Do you have a customer retention strategy? Companies focus on customer acquisition strategies, since increasing your customer count is the lifeblood of your business. But, customer acquisition won’t help, if you are unable to retain customers. Understand Customer Retention.

Customer retention 95

Customer retention Sales Marketing Scripts 95

ChurnZero

MARCH 29, 2019

How Best to Create a B2B Survey. You may think when looking for clear feedback from clients in the B2B sphere, it can be simple enough to directly ask for an assessment of the products or services you are providing. With that in mind, it is generally more useful to conduct a formal survey. Focusing on customer retention?

B2B 73

B2B Surveys Customer centricity Construction 73

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. This is a guest blog post by Anita Toth, Chief Churn Crusher. .

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

GetFeedback

JANUARY 31, 2020

Customer retention is a leading critical performance indicator for companies in 2002, and for good reason. In fact, a survey by Brightback found that 97% of companies are prioritizing retention, proof of just how seriously businesses are taking this issue. Leverage CSAT for retention with focused survey questions.

Customer retention 60

Customer retention Surveys Feedback B2B 60

Win the Customer

JANUARY 19, 2016

For instance, in the financial services industry, a five percent increase in customer retention increases profits more than 25 percent, according to Bain & Company. Eighty percent of your future profits will come from 20 percent of your customers, Gartner says. Improve Your Customer Experience.

Customer retention 81

Customer retention B2B Surveys Feedback 81

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. Customer enablement empowers customers by giving them the resources they need to use your product successfully. Here we’ll walk you through the essentials you need to know to harness customer enablement to increase B2B and SaaS sales.

B2B 88

B2B SaaS Education Brand ambassadors 88

Lumoa

FEBRUARY 9, 2023

Whether you’re new to customer experience or seeking inspiration, this guide serves as your ultimate resource for exploring and delving deeper into this exciting field. B2B Customer Experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

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

ShepHyken

OCTOBER 6, 2022

Well, again, my observations show that pretty much every team tasked with improving the customer experience and driving more sales and customer retention is doing some form of journey mapping. And they should as it’s probably the cheapest and simple way of finding opportunities to improve the customer experience.

Journey mapping 193

Journey mapping Customer emotions Customer effort B2C 193

customer sure

DECEMBER 21, 2024

What Is Customer Retention? Customer retention is the practice of keeping your customers loyal and engaged over the long term. Why Customer Retention Is Important If customer acquisition feels expensive, it is. Our Three Foundations of VoC Guide will help you get things right from the start.

Customer retention 62

Customer retention B2B Feedback Metrics 62

ProProfs Blog

MAY 24, 2019

To gain prominence in eCommerce, brands have to realize that there are two ways they can put this context into use: customer acquisition and customer retention. 8 Ways to Increase the CLV of Your Customers. Encourage Customer Engagement via Email Marketing. Create Surveys for Feedback.

Customer retention 151

Customer retention Surveys Telecommunications Feedback 151

ShepHyken

JANUARY 23, 2017

Are You Taking Your Customers For Granted? CustomerThink) What does your B2B marketing program have to do with your customer retention strategy? Let’s look at three ways you can use marketing and customer experience to engage your customers. by Mindi Rosser. Forbes) We know great CX drives revenue.

Customer Service 149

Customer Service Self service Customer retention B2B 149

Satrix Solutions

FEBRUARY 12, 2020

Over the past few years, appreciation for B2B Customer Experience programs has grown stronger across board rooms thanks to business leaders who have successfully aligned their company’s marketing, sales, and customer success strategies around the needs and preferences of customers.

B2B 78

B2B Feedback Consulting Consulting 78

ShepHyken

AUGUST 6, 2023

Since the beginning of my career, I’ve preached about that many customer service skills and CX strategies apply to every type of company in any industry. That includes B2C, B2B, and G2C (Government to Citizen). Using AI the right way will enhance the relationship versus frustrate the customer. in 2022 and 5.4%

Customer Service 156

Customer Service B2C Customer retention Government 156

TeleDirect

JANUARY 13, 2025

Customer Retention: Businesses use outbound calls to re-engage inactive customers , address concerns, and reduce churn. Market Research: Surveys and feedback collection through outbound calls provide valuable insights for business strategies. Q: Are outbound call centers effective for B2B businesses? A: Absolutely.

Telemarketing 62

Telemarketing Call Center CRM Healthcare 62

Totango

APRIL 30, 2021

Comparing the cost of customer retention versus customer acquisition underscores why retaining clients is so important. Here’s how to calculate both kinds of costs and why retention should form part of a profitable business strategy. Calculating the Cost of Customer Acquisition. Price comparison engines.

Customer retention 64

Customer retention Advertising Engineering Upselling 64

ChurnZero

MAY 2, 2024

The 2024 B2B SaaS Benchmarking Survey by SaaS Capital is the most comprehensive and up-to-date source of its kind for SaaS and customer success leaders who want to know where they stand compared to peers and competitors. In turn, this necessitates more focus on customer retention strategies for long-term business sustainability.

SaaS 52

SaaS Benchmark B2B Surveys 52

ClearAction

NOVEMBER 14, 2017

Customer Experience ROI Opportunities on B2B Touchpoints Lynn Hunsaker. Are you accelerating repurchases through your customer experience touch-points with industrial customers? 4 Steps to Customer Experience ROI. Capture customers’ informal post-purchase comments. Why wait to conduct a survey?

B2B 59

B2B Customer Experience Journey mapping Engineering 59

OctopusTech

JUNE 29, 2023

Most organizations generally use these different tactics such as outbound call center services for customer retention in the long run and to enhance the entire sales process. This service is generally useful for different industries like B2B sales, financial, and healthcare services. What Is The Meaning Of Customer Retention?

Customer retention 62

Customer retention Call Center Upselling outsourcing 62

ChurnZero

JUNE 23, 2023

In turn, the swing has rightfully put an increased focus on customer retention. That conjures the question: how do you know if your customer retention rate is good or not? Fortunately, SaaS Capital , which provides debt financing to growth companies, recently published its annual B2B SaaS retention study.

Benchmark 52

Benchmark Customer retention SaaS B2B 52

Global Response

JULY 28, 2023

Many companies focus primarily on customer acquisition, sometimes at the cost of customer retention. After all, the more customers, the better, right? For example, recent data shows that 92% of customers will switch companies after just three—or fewer—bad experiences.

Customer retention 62

Customer retention Contact Center outsourcing Customer centricity 62

aircall

JUNE 30, 2021

Many look to the company for ways to improve customer retention. Email: Ring’s Secret to Improve Customer Retention. For one thing, it sends new customers emails to share tips on properly setting up the product. However, Ring is not the only company to reap the rewards of its stellar customer retention strategies.

Customer retention 62

Customer retention Customer advocacy Brand ambassadors Wait times 62

CustomerSuccessBox

APRIL 19, 2021

The real skill behind customer retention is helping customers achieve success. It would be great if you could rely directly on customer feedback to understand their satisfaction levels but more often than not these satisfaction surveys are lagging indicators. By then 50% of your customer base has already churned.

Customer retention 52

Customer retention SaaS Metrics APIs 52

TeamSupport

AUGUST 17, 2022

Concepts like customer-centricity and being customer-first are now at the forefront of a pioneering spirit in customer support and related fields, yet many companies are still falling behind. Improving the customer experience can have a significant impact on customer retention, profitability, and growth.

Customer Experience 98

Customer Experience B2B B2C Customer centricity 98

inmoment

AUGUST 10, 2020

If you’re a practitioner who won support for your B2B experience program and have since implemented it across your organization , congratulations! Luckily, there are several tried-and-true metrics that practitioners can track to justify ROI, and we’re going to hit them all right now: Customer Acquisition Growth.

B2B 52

B2B Upselling Customer retention Metrics 52

Satrix Solutions

JANUARY 24, 2022

Under these new conditions, one thing remains undeniable, a strong customer experience (CX) is a business imperative. Today, B2B customers stay loyal to organizations due to the experience they receive rather than simply the price or quality of a SaaS platform.

Customer Experience 97

Customer Experience B2B Customer centricity Feedback 97

ChurnZero

MARCH 22, 2019

To better understand the impact, we had Rob Belcher, Managing Director at SaaS Capital share benchmarking data from their eighth annual survey of private B2B SaaS companies. We also had You Mon Tsang, CEO and Founder of ChurnZero share tried and true ways to improve customer retention.

Customer retention 61

Customer retention Upselling SaaS Customer centricity 61

The Petrova Experience

JANUARY 28, 2025

Businesses need customer feedback collection to thrive in a competitive market. Everyone thinks they are collecting and acting on customer feedback, yet 80% of US companies failed to increase customer satisfaction since 2010. And customer retention rates are plunging. Customer retention drops.

Feedback 40

Feedback Healthcare Surveys Customer retention 40

ProProfs Blog

DECEMBER 27, 2018

Say, a customer wants to know what pizza flavors are available, wants to book a room, or needs to know the available sizes of a sneaker – chatbots can easily take care of these. Customer Retention. Customer retention is much cheaper than customer acquisition, so it’s crucial to do what it takes to keep them once you got them.

Chatbots 140

Chatbots Customer retention Customer Support Scripts 140

Nicereply

NOVEMBER 21, 2023

NPS = (% of responses who are promoters) – (% of responses who are detractors) For example, if you received 100 responses back from a recent NPS survey question, where 40 of them responded as Promoters, 30 were Passives and 30 were Detractors, then your NPS calculation would be 40 minus 30, for a score of 10.

Surveys 59

Surveys B2B Feedback Education 59

Babelforce

AUGUST 6, 2020

Post summary: A 2% increase in retention has the same impact as a 10% cut in costs A surprising proportion of churning customers can be retained with a single positive message Simple automation is fertile ground for competing for fickle customers! There are plenty of ways to drive customer loyalty.

Customer retention 52

Customer retention APIs Contact Center Feedback 52

ProProfs Blog

OCTOBER 30, 2021

As for B2B audience, demographics segmentation examples include industry, company size, and job function. A B2B example can be a SaaS brand that offers a marketing platform for small businesses. A B2B example for this can be a customer who downloaded your free marketing guide. Read more : How to create a survey.

Marketing 142

Marketing B2B Advertising B2C 142

Lumoa

MARCH 20, 2018

Whether you’re new to customer experience or coming for little inspiration, this is the right place. B2B customer experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. That's a very typical design of a CSAT survey.

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

ProProfs Blog

JANUARY 30, 2020

Companies that successfully engage their B2B customers reported 63% lower customer attrition. The benefits of customer engagement are not just restricted to B2C sectors. With successful customer engagement strategies, a B2B business can easily lower customer attrition. During the survey, 29.3

B2B 204

B2B Banking Employee engagement Personalization 204

Comm100

JANUARY 21, 2020

B2B vs. B2C conversion. B2B and B2C digital journeys have their own set of channel preferences. B2B companies have been slower than B2C in adopting digital transformation. However, they’re catching up quickly in response to customer demand—and it’s paying off. B2B tends to expect responses within 1-24 hours.

B2C 90

B2C B2B Benchmark Best practices 90

Nicereply

JANUARY 9, 2023

Are you a B2B Business? Get the most out of your surveys and improve customer satisfaction. Your business relies on customer satisfaction for a lot of things. If your customers are unhappy, they leave. How to Improve Customer Satisfaction. Get a Better Understanding of Your Customers.

Omni-channel support 52

Omni-channel support B2B Interactive Voice Response Feedback 52

ProProfs Blog

MAY 31, 2019

For a business organization, having a loyal customer base is essential for success. Because: Keeping an existing customer costs up to five times less than winning a new one. Increasing customer retention by just 5% boosts your profits by 25-95%. 20% of customers are typically responsible for 80% of a company’s revenue. #

Customer retention 99

Customer retention Metrics Surveys Airlines 99