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

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

Totango

MAY 7, 2024

Both CS and Sales leaders agree: Retention is the #1 priority. Achieving higher retention requires close alignment between CS and Sales teams, yet 87% of CS and Sales leaders told us there’s significant room for improvement in their collaboration. But there’s a problem. Use your words Talk to each other!

Sales 103

Sales Upselling Metrics Accountability 103

Hello Customer

DECEMBER 18, 2020

When your sales numbers have taken a hit, you want to understand where that change comes from. Understanding why customers churn. In uncertain times, sales teams are often under investigation. Still, if you want to improve sales, you need to understand why customers churn in the first place. The first step?

Sales 98

Sales Coaching Benchmark Feedback 98

ProProfs Blog

FEBRUARY 18, 2019

Customer retention, customer loyalty, customer engagement, phew, these words are all I read about these days. Ask any customer support expert, and they’ll go on about how good NPS is and how companies are adopting it and using it to their advantage. The more your customers engage with you, the more loyal they are.

Benchmark 123

Benchmark Surveys Sales Metrics 123

ProProfs Blog

DECEMBER 21, 2020

Stable customer base results in higher referrals, improved upsell revenue and increased lifetime value (LTV) which further results in improved customer acquisition in future. Needless to say, customer retention is the core value for the growth of any business. Attracting the Wrong Customers to Your Business.

Surveys 148

Surveys Benchmark Feedback Sales 148

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. So here, it’s really all about new sales.

Customer retention 61

Customer retention Upselling SaaS Customer centricity 61

CustomerSuccessBox

MARCH 25, 2021

No matter what era we live in, customer retention is something that will never fade away. Let’s see the process of acquiring new customers. You’ve spent considerable time creating various marketing and sales funnels to convince your customer how your product can solve their problems. Retail: 63%.

Customer retention 52

Customer retention SaaS B2B Upselling 52

PeopleMetrics

JUNE 30, 2014

Customer Centric Culture and Our Approach. Our Cx Culture Navigator benchmarking study included an assessment of the opinions of around 2,800 employees across 10 different organizations. We were looking to uncover the dimensions of customer-centric cultures. PeopleMetrics recently took up the challenge.

Customer centricity 111

Customer centricity Benchmark Scripts Customer retention 111

SharpenCX

AUGUST 31, 2021

A customized dashboard offers many benefits : Focused insights to improve training and coaching methods Compiled data to improve decision making Transparency to increase agent productivity Clarity around team goals and benchmarks. How you customize your dashboard depends on the outcome you’re looking for. Customer Churn Metrics.

Call Center 128

Call Center Metrics Benchmark Contact Center 128

Outsource Consultants

FEBRUARY 5, 2025

Yet, for businesses looking to expand their reach, generate leads, and boost sales, outbound call center services are a critical asset. Outbound call centers focus on proactive customer outreach for various purposes, including: Telemarketing : Promoting products or services to potential customers. sales, appointments).

outsourcing 67

outsourcing Call Center Sales Gamification 67

Totango

JANUARY 10, 2024

From there, Beswada explained that the insights are grouped into relevant segments and then aggregated into dashboards accessible across the organization to marketing, product, operations, and sales. I do believe that retention is really the root of both satisfaction and growth.

Sales 99

Sales industry standards Benchmark Upselling 99

ChurnZero

AUGUST 25, 2021

A Net Promoter Score (NPS) ® is one popular way of measuring customer satisfaction in a way that’s easy to understand. It will help you set benchmarks to get a clear picture of your performance with your customers. Marketing & Sales. NPS can provide crucial insights for both marketers and sales representatives.

Journey mapping 98

Journey mapping Benchmark Feedback Metrics 98

Integrity Solutions

MARCH 21, 2022

With the rise of cross-functional buying committees in B2B selling situations, sales and marketing professionals are reevaluating some of their “tried-and-true” methods and shifting away from just individuals to more of an account-based sales approach. One of the hallmarks of account-base sales is hyper-personalization.

Accountability 52

Accountability Sales Customer retention B2B 52

ChurnZero

MARCH 31, 2023

Case studies have shown loyal customers spend more— up to six times more —over the customer lifetime. In other words, the growth a company generates from loyal customers will vastly outweigh the value of the initial sale. Here are 11 statistics, quotes and quips that make the case for investing in Customer Success teams.

Benchmark 98

Benchmark B2B Accountability Consulting 98

Fonolo

NOVEMBER 14, 2018

It’s important for all departments to have benchmarks for success that can be easily measured and tracked. Call center and customer service teams have a variety of KPIs to choose from, but as each company and support department is different, their benchmarks will vary. Quality of Customer Service. Twitter: @tpgoebel.

Benchmark 85

Benchmark Abandon rate Call Center Abandon Call 85

NobelBiz

OCTOBER 24, 2023

Social media engagement for customer feedback. Loyalty program enrollment for customer retention. In today’s digital age, customers can engage with brands through a wide range of channels, including social media platforms , email , and more. What is a Customer Journey Map?

Journey mapping 104

Journey mapping Customer Experience Interactive Voice Response Contact Center 104

Totango

MAY 6, 2021

What is customer retention ? We’ll discuss what customer retention means as a concept, as a strategy and as a metric. And we’ll offer an eight-step path to increasing customer retention by following best practices and leveraging the power of automation. What Is Customer Retention?

Customer retention 76

Customer retention Best practices Education Benchmark 76

ClearAction

MARCH 21, 2017

Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. 91% of companies claim to be customer-focused, yet only 10% of customers agree 2. Yes, customer culture is it!

Benchmark 88

Benchmark Customer centricity Big data Marketing 88

Cincom

MARCH 6, 2025

The contemporary competitive market poses a formidable challenge to maintain profitability across multiple sales channels. By integrating these intelligent capabilities, CPQ doesnt just streamline pricingit ensures that every sales interaction is a strategic move toward higher revenue, improved customer satisfaction , and long-term growth.

Automotive 40

Automotive Revenue potential CRM Sales 40

Totango

AUGUST 23, 2022

What Are B2B Customer Journey Touchpoints? B2B customer journey touchpoints are occasions when business customers interact with a brand. For example, a website visit, an online sales purchase and a phone support call are all potential customer journey B2B touchpoints. B2B Customer Journey Touchpoints and Your Team.

B2B 122

B2B Journey mapping SaaS Upselling 122

Education Services Group

SEPTEMBER 29, 2020

As a sales leader in a thriving Customer Success marketplace, it pains me to see the dysfunction that often exists between these two power-house organizations. Political tug of war over revenue, CS cleaning up ‘bad-fit’ customers, sales running out of referenceable clients from less-than-ideal delivery scenarios.

Sales 52

Sales Benchmark B2B SaaS 52

JustCall

MARCH 13, 2023

Keeping track of business sales is essential for any business owner or manager who wants to understand their company’s financial health and make informed decisions. Sales tracking also helps you monitor your revenue, identify trends and patterns, and adjust your strategies to improve profitability. Let’s get going.

Sales 40

Sales Benchmark Best practices Customer retention 40

JustCall

DECEMBER 7, 2022

You want to rev up your sales team performance to compete in this fast-paced world. Well, there are sales metrics and sales analytics software to take you closer to goals. Read on to know how to track and improve your sales performance by using the right metrics and analytical tools. What is Sales Analytics?

Analytics 52

Analytics Sales CRM Metrics 52

Satrix Solutions

SEPTEMBER 8, 2020

Another important payoff of the marketing department’s involvement in CX is a strong reputation as a customer-centric organization, which has differentiated them from others in the marketplace. This has led to a measurable impact on sales performance. Competitive Benchmarking Study. Sales Win Loss Analysis.

Marketing 78

Marketing Customer Experience Benchmark B2B 78

ProProfs Blog

DECEMBER 6, 2019

The collection of this qualitative data helps companies gauge the potential problems in order to smoothen the customer journey. Sales and marketing tools will always be a company’s first preference for business growth and development. Enhances knowledge about customer preferences. Increases customer engagement.

Feedback 124

Feedback Surveys Sales Benchmark 124

ChurnZero

DECEMBER 6, 2021

Acquiring new customers can be markedly more expensive than retaining existing ones. That’s why performing a customer churn analysis can be powerful in the endeavor to increase customer retention. We dive into seven steps for a successful customer churn analysis. . What is Customer Churn Rate ?

Customer retention 98

Customer retention SaaS Feedback Benchmark 98

GetFeedback

AUGUST 14, 2019

Why only consider the percentage of those customers who call themselves satisfied? . A big reason is that tracking the two highest values from CSAT is the more accurate predictor of customer retention than overall averages. . You can ask customers to provide feedback on their satisfaction along their journey.

Metrics 109

Metrics Journey mapping Surveys Coaching 109

Comm100

JANUARY 21, 2020

For a customer who is visiting a second time, or from a specific location, a personalized deal might be offered instead (“see something you like? Comm100’s 2020 Live Chat Benchmark Report found that about 5% of outbound chats are accepted by web visitors and turned into meaningful interactions with the brand. Remember: Be mobile-ready.

B2C 90

B2C B2B Benchmark Best practices 90

Calabrio

MARCH 22, 2025

Turn voice-of-customer insights into better marketing and sales strategies The contact center offers unparalleled insight into the true voice of your customer. Voice of Customer (VoC) tools used in the call center can drive value well beyond it, informing more effective marketing strategies and sales tactics.

Best practices 52

Best practices Contact Center Management Call Center 52

Comm100

MAY 19, 2020

Increase sales. Improve customer service and loyalty. Discover customer pain points. Customer convenience. Increased Sales. Studies have shown time and time again that live chat helps to increase sales – and companies are reaping the benefits. Improved Customer Service and Loyalty.

Best practices 111

Best practices Sales Analytics Benchmark 111

ClearAction

MARCH 21, 2017

Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. 91% of companies claim to be customer-focused, yet only 10% of customers agree 2. Yes, customer culture is it!

Benchmark 69

Benchmark Customer centricity Big data Marketing 69

CallSource Insights

NOVEMBER 29, 2022

Your company’s reputation isn’t just important from a customer acquisition perspective; it also affects your bottom line in terms of sales as well. A good reputation often leads to higher customer retention rates and more repeat purchases, which translates into more revenue for your business over time.

Benchmark 97

Benchmark Automotive Feedback Sales 97

Totango

FEBRUARY 5, 2019

The following SaaS strategies for customer success are all based on using data to create an intuitive customer experience: Rapidly onboarding. Maintaining customer success efforts. Maximizing post-sale customer management. Servicing the customer. Coordinate customer training with management.

SaaS 76

SaaS Upselling Customer retention Benchmark 76

Real Blue Sky

MARCH 6, 2023

Why You Should Outsource Your Customer Service Operations Yes, it remains true that there are often considerable cost savings to be had with outsourcing, but these are not always where we might expect – with wage mitigation. So first, take full stock of your existing customer contact operations.

outsourcing 98

outsourcing Contact Center Real estate Business Process Outsourcing 98

Education Services Group

DECEMBER 4, 2019

And the key to optimizing revenue is Customer Success. What’s Customer Revenue Optimization? Customer Revenue Optimization (CRO) is a new twist on B2B sales. It’s simply not enough to sell the best product — you have to give your customers the best experience, or they’ll jump ship. Focusing on the Customer’s Goals.

SaaS 59

SaaS Benchmark Customer retention Sales 59

Outsource Consultants

MARCH 21, 2025

Lead Generation Lead generation teams initiate outbound contact with a clear goal: identify, qualify, and hand off high-potential leads to your internal sales team. Use Case: Filling your sales pipeline with warm, qualified prospects. This is ideal for complex sales cycles where a human touch matters.

Call Center 67

Call Center Healthcare outsourcing Telemarketing 67