delighted

MARCH 4, 2020

Customer Experience Management proactively solves customers’ problems before they decide to stop doing business with your brand and eventually churn. More reading on the what, where, and why of Customer Experience Management: What is Customer Experience? Empower customer centricity as you launch a CXM program.

Customer Experience 52

Customer Experience Management Journey mapping Surveys 52

delighted

MARCH 4, 2020

Customer Experience Management proactively solves customers’ problems before they decide to stop doing business with your brand and eventually churn. More reading on the what, where, and why of Customer Experience Management: What is Customer Experience? 20 Customer Experience terms, definitions, and resources.

Customer Experience 44

Customer Experience Management Journey mapping Surveys 44

Totango

AUGUST 18, 2022

This increases customer satisfaction, reduces the risk of refund requests and increases the likelihood of customers renewing their subscriptions rather than churning. It also promotes higher product usage, increases the likelihood of upselling purchases and encourages customers to become enthusiastic brand advocates.

Journey mapping 95

Journey mapping SaaS Upselling Enterprise 95

Pointillist

MARCH 20, 2019

Cross-sell/Upsell Customers who are delighted with their experience spend more with a business by buying additional products and services. But how do you know for sure that these business metrics were impacted by customer experience? To prove this correlation definitively, you need to employ customer journey analytics.

Customer Experience 59

Customer Experience Banking Metrics Analytics 59

Lumoa

JANUARY 31, 2023

Voice of the customer: where to start? Define Roles Set targets Collect customer feedback Analyze the feedback Act on the feedback Close the loop with the customers Enhance customer-centric culture Recommended reading on Customer experience Why do you need Customer Experience Management?

Customer Experience 176

Customer Experience Customer centricity Metrics Feedback 176

ChurnZero

MARCH 22, 2019

This was just one of the takeaways from our well-attended webinar this week on- Understanding the Real Impact of Improving Retention and Customer Success Best Practices. 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.

Customer retention 61

Customer retention Upselling SaaS Customer centricity 61

CustomerSuccessBox

NOVEMBER 23, 2021

What place for customer loyalty in your marketing strategy? Within the customer success mix of your company, it is essential to leave a place for an effective loyalty strategy. Definition of Relationship Marketing. As the name suggests, the goal of relationship marketing is to create a special relationship with your customers.

Brand ambassadors 52

Brand ambassadors Upselling Construction Surveys 52