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

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

Comm100

FEBRUARY 6, 2023

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. One of the best strategies to achieve that is tracking and keeping up with emerging industry trends. What is Customer Experience in the Financial Industry? A good CX is customer-centered.

Customer Experience 98

Customer Experience Brand ambassadors Self service Chatbots 98

Outsource Consultants

MARCH 12, 2025

Mexico’s call centers are setting new benchmarks in customer retention. With a unique mix of cultural understanding, cost efficiency, and innovative service strategies, theyre proving to be a top choice for businesses seeking long-term customer loyalty.

Customer retention 67

Customer retention Call Center outsourcing Consulting 67

Nicereply

DECEMBER 17, 2024

Customer Retention A large part of the value of CES in the SaaS world lies in its ability to predict future customer behavior. Research has shown that customers who experience high-effort interactions are more likely to churn, while those who have low-effort experiences tend to increase their spending.

Customer effort 52

Customer effort SaaS Benchmark Surveys 52

Vcaretec

JUNE 6, 2022

Believe it or not, though, A recent Forrester study shows that only 31% of firms closely monitor the quality of interactions with their customers. But how do those world-class brands who do monitor customer care then go about improving things like customer retention, customer loyalty, and customer advocacy?

Customer advocacy 90

Customer advocacy Wireless Customer Care Benchmark 90

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

CustomerSuccessBox

AUGUST 10, 2021

Any changes in the market, like trends and customer usage, may also require revisiting the customer health score. Conversely, survey results have revealed that 26% never update their customer health score algorithm. Increased Customer Retention. A good health score indicated happy customers.

Customer advocacy 52

Customer advocacy Customer retention Benchmark Surveys 52

Calabrio

MARCH 5, 2025

Meanwhile, the AI-powered Trending Topics feature can be used to automatically sort all your conversations into a prioritized list of about 100 of your customers most common concerns. Use predictive analytics Why not anticipate future customer needs, preferences, and behavior if you can?

Best practices 40

Best practices Benchmark First call resolution Contact Center 40

ChurnZero

SEPTEMBER 8, 2022

Providing access to on-demand training enables CSMs to support more customers and create a faster onboarding process. Supplying customers with the right content exactly when they are seeking it helps build the customer relationship. Increase customer retention, lower churn. Customer satisfaction. Author bio.

Education 98

Education Benchmark Customer retention Metrics 98

Interaction Metrics

FEBRUARY 20, 2025

With our research-backed methodologies, we eliminate bias to ensure your NPS reflects genuine customer sentiment. We also benchmark your NPS against industry standards, providing critical insights that show where you stand compared to competitors. You can break them down by customer type, purchase history, or interaction channel.

Surveys 62

Surveys Benchmark Feedback Metrics 62

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. This implies: Never lose sight of your existing customers.

Surveys 148

Surveys Benchmark Feedback Sales 148

ChurnZero

DECEMBER 6, 2021

These are just a few of many possible reasons a SaaS company might see customers leave. An upward trend in customer churn rate indicates a serious problem for your business both monetarily and reputationally. Acquiring new customers can be markedly more expensive than retaining existing ones. What is Customer Churn Rate

Customer retention 98

Customer retention SaaS Feedback Benchmark 98

TechSee

MAY 1, 2022

Typically, the NPS measures how likely the customer is to recommend the organization’s service to a friend or colleague and is less valuable for areas to target for improvement. Customer Retention Rate. Customer Retention Rate measures how many existing customers stay with a company over a given period.

Customer Experience 109

Customer Experience Surveys Benchmark Wireless 109

Calabrio

MARCH 25, 2025

Since the latest AI capabilities, which often incorporate large language models (LLMs), have a much more advanced understanding of language and context, they offer a far more sophisticated approach to analyzing the quality of each customer interaction than was previous.

Chatbots 52

Chatbots Analytics Contact Center Quality management 52

Calabrio

MARCH 25, 2025

Driving Business Growth and Success: Exceptional customer experiences translate to increased customer retention, positive word-of-mouth referrals, and ultimately, significant business growth. Leverage historical data, seasonal trends, and predicted call volumes to accurately forecast future demand.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

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

Fonolo

MARCH 16, 2021

Contact Center Trends 2021. First Call Resolution is a measure of how frequently you can resolve a customer’s query the first time they reach out. So, failing to resolve the issue at the first attempt means you are putting further stress on your customer — the person who is giving you money. first appeared on Fonolo.

First call resolution 125

First call resolution Call Center Metrics Contact Center 125

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. When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference.

Benchmark 88

Benchmark Customer centricity Big data Marketing 88

ChurnZero

NOVEMBER 9, 2021

Then, you can adjust to find your ideal customer timeline, which will serve as a good benchmark to help you manage any possible issues. Do: Collect and Apply Data to Improve Customer Onboarding. With these reports, you can compare how frequently and quickly customers complete onboarding.

Customer retention 98

Customer retention Feedback Benchmark SaaS 98

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. Winning at Customer Survival – Understand the importance of customer retention rate analysis.

Journey mapping 98

Journey mapping Benchmark Feedback Metrics 98

ChurnZero

MARCH 31, 2023

If the vendor has been smart enough to collect aggregate data about how its customers use the product or service, it can also offer useful benchmark metrics to bolster that guidance.” That’s an outsized responsibility that requires a dedicated and expert Customer Success team.

Benchmark 98

Benchmark B2B Accountability Consulting 98

Playvox

SEPTEMBER 19, 2022

And the Forbes data cited above includes even more proof of the inherent value of customer experience. As a result, customer experience and operational leaders are often forced to not only provide remarkable experiences but also do it in an efficient way. The answer is much more nuanced than yes or no.

Quality management 80

Quality management Management Contact Center Benchmark 80

Netomi

MARCH 27, 2022

Benchmarks for CSAT Scores By Industry. CSAT scores are the most popular and straightforward way to measure customer satisfaction. When measuring CSAT, it’s important to understand the different circumstances of your individual customers to glean actionable insights. Customer retention is fundamental to a thriving business.

Airlines 93

Airlines Benchmark Surveys Customer Support 93

Call Experts

JULY 17, 2019

Understanding the customer lifecycle is important. . Every company needs to identify the reasons behind its decay in customer retention rates. It is essential to do an honest assessment of all factors that contribute to customer retention. Impact of Customer Experience on Churn and Retention.

Customer Experience 66

Customer Experience Customer retention outsourcing Call Center 66

SharpenCX

MAY 13, 2020

And, if your dashboard shows negative trends in metrics that you want call center agents to correct, explain why they need to take action to improve performance. A why/because statement spelling out why it’s imperative to improve metrics for better customer outcomes: Over the past week our First Contact Resolution dropped.

Call Center 76

Call Center Metrics Benchmark Contact Center 76

NobelBiz

FEBRUARY 22, 2023

We identified 5 significant trends that are currently in play in 2021 but will be amplified in the post-pandemic environment in 2022. In this new revamped consumer experience, these 5 CX trends serve as benchmarks for the future of your contact center.

Contact Center 52

Contact Center Customer centricity Analytics Abandon rate 52

NobelBiz

FEBRUARY 22, 2023

We identified 5 significant trends that are currently in play in 2021 but will be amplified in the post-pandemic environment in 2022. In this new revamped consumer experience, these 5 CX trends serve as benchmarks for the future of your contact center.

Contact Center 52

Contact Center Customer centricity Analytics Abandon rate 52

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. When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference.

Benchmark 69

Benchmark Customer centricity Big data Marketing 69

Education Services Group

NOVEMBER 21, 2022

For the third year in a row, we’re tracking all the twists and turns unfolding in the Customer Success industry. We’ve also split out more data by demographics so we can parse trends even further by size and revenue. Customer Success is growing, which is no surprise. A growing industry full of fresh talent.

Metrics 98

Metrics Benchmark CRM Technology 98

Cincom

MARCH 6, 2025

Marketplaces & Third-Party Sellers: May introduce dynamic pricing based on demand fluctuations and competitor benchmarking. Challenges in Maintaining Pricing Consistency and Profitability Managing pricing across these channels is like walking a tightropeone misstep can lead to margin erosion or customer dissatisfaction.

Automotive 40

Automotive Revenue potential CRM Sales 40

Amity

JULY 13, 2016

Mindtouch - Striving to promote the ‘Customer Experience,’ and a business’s engagement with that experience, as the foundation for all success to stand on. Natero - Learn about the latest trends and topics in Customer Success Management. They explore customer retention, engagement, and expansion.

SaaS 81

SaaS Best practices industry standards Consulting 81

Satrix Solutions

SEPTEMBER 8, 2020

And marketing is taking the baton by gathering actionable insight through a range of voice of the customer programs to create positive brand experiences and stand apart from the competition. This is a trend we have observed firsthand as several of our primary stakeholders are customer-focused marketing executives.

Marketing 78

Marketing Customer Experience Benchmark B2B 78

Hodusoft

FEBRUARY 19, 2025

Increased Abandonment Rates As per industry benchmarks, a typical call abandonment rate tends to increase significantly with every minute of wait time. Better Customer Retention Quick response times show customers that their time is valued, which can significantly increase retention rates.

Wait times 52

Wait times Call Center Interactive Voice Response Abandon rate 52

Calabrio

MARCH 22, 2025

Prioritize action based on top customer concerns Customers will inevitably have a wide variety of concerns. Leverage an AI-driven tool like Calabrios Trending Topics to understand, out of all your customer issues, which are the most common. Lower CES scores indicate a smoother customer journey.

Best practices 52

Best practices Contact Center Management Call Center 52

Enghouse Interactive

OCTOBER 21, 2020

As noted in the 2019 Dimension Data Customer Experience (CX) Benchmarking report: 88% of contact center decision-makers expect self-service volumes to increase over the next 12 months. In so doing, both the agent and customer benefit, and this can potentially lead to increased business and customer retention.

Self service 79

Self service Contact Center Benchmark Chatbots 79