ProProfs Blog

APRIL 12, 2019

A loyal customer base is the cornerstone for any successful business. More so for Software-as-a-Service (SaaS) companies since acquiring new customers on a B2B level is much more difficult. This makes customer retention a necessity for SaaS-based companies. How to Effectively Use Net Promoter Score Survey Software.

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SaaS Customer retention Surveys Morale 120

ProProfs Blog

APRIL 25, 2019

Well, one answer to that question is to make more sales, and no doubt that is important, another answer to that is customer retention. And what exactly is customer retention? No points for guessing, retain customers. Offer Customers Testimonials and Use Cases During the Sales Process. Keep Your Promises.

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Customer retention Gamification Surveys Feedback 99

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.

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Customer retention Sales Marketing Scripts 95

Solvvy

AUGUST 17, 2022

However, some of the most important metrics to track are customer support KPIs, which can provide crucial insights into your operation and the health of your business, from customer satisfaction and retention to cost control and the bottom line. Why Should Businesses Track Customer Service KPIs?

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Customer Support Customer retention Chatbots Metrics 102

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. Update Customer Knowledge Bases. This is shocking.

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Customer retention Chief Customer Officer SaaS Accountability 97

ProProfs Blog

DECEMBER 25, 2018

There is nothing more effective than a customer survey when it comes to knowing if your customers are satisfied with your products and services. It gives your customers a chance to voice their concerns and praise or criticize the offerings that they’re dealing with. Creating a Valuable Customer Survey.

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Surveys Abandon rate Customer centricity Customer Support 95

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.

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Customer retention Sales Marketing Big data 92

Totango

OCTOBER 6, 2020

Customer success vs. customer support: although these two terms appear similar, they actually refer to two different, yet complementary, functions within a company. Fulfilling a proactive role, customer success focuses on problem prevention and creates value by enabling clients to achieve business goals.

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Customer Support Customer advocacy Construction Enterprise 109

UJET

JULY 7, 2020

The days of on-premises support systems and locally-based customer support agents is over. Cloud-based customer service platforms have significantly helped companies rapidly transition their workforce without compromising the reliability to serve their customers. Real-time Customer Support Management.

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Customer Support contact center workforce Quality management Contact Center 106

ProProfs Blog

APRIL 10, 2020

Using dedicated survey software like ProProfs Survey Maker is the best way to build communication with your customers and gather insights to achieve true customer satisfaction. You can monitor customer behavior and fulfill their expectations before they fall prey to any other company. No brand is perfect.

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Surveys Abandon rate Feedback Customer retention 109

ProProfs Blog

DECEMBER 6, 2019

Companies today are not ready to wait even for a day or even a few hours to know how the customer felt about a particular product or service. What Is a Real-Time Feedback Survey? What Are the Advantages of a Real-Time Feedback Survey? However, little do they know that survey tools can be a crucial tool in revenue generation.

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Feedback Surveys Sales Benchmark 124

ProProfs Blog

APRIL 3, 2020

Not only do they have to be very attentive towards customers’ complaints, but they have to respect their urgency and resolve the issue as soon as possible. Customer satisfaction surveys are the best way to maintain a constant dialogue with the customer and listen to what they want to say. Robust analytics and reporting.

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Surveys Feedback APIs Customer Support 103

UJET

JULY 7, 2020

The days of on-premises support systems and locally-based customer support agents is over. Cloud-based customer service platforms have significantly helped companies rapidly transition their workforce without compromising the reliability to serve their customers. Real-time Customer Support Management.

Customer Support 96

Customer Support contact center workforce Quality management Contact Center 96

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.

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Customer retention Metrics Personalization Benchmark 77

Nicereply

JULY 31, 2023

A customer satisfaction survey – the easiest way to get feedback from your customers. Customer feedback fuels the engine of any business. When you know what customers think about your product and your service, you’re able to plan strategically and make smart bets. Use clear and concise language 2.

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Surveys Feedback Customer Support Wireless 98

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.

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Customer retention Surveys Feedback Telecommunications 151

ShepHyken

JULY 20, 2020

And in the process of doing so, we’ve realized how important it is to have strong relationships with our customers and be more caring and human as a business. My Comment: Is customer service broken? ” The other side of this is that only 8% of customers agree.

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Customer Service Self service Customer retention Surveys 160

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. It’s also an important step in becoming sincerely customer-centric.

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Customer Experience Feedback Customer centricity Customer retention 302

ProProfs Blog

MARCH 27, 2020

A satisfied customer is the best business strategy of all – Michael LeBoeuf. You have decided to survey your customers. You have decided to survey your customers. Of course not, you need to understand what makes a good survey and how can you effectively gauge customer satisfaction with it.

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Surveys Feedback Employee engagement Education 99

JustCall

OCTOBER 25, 2023

Customer experience and support have never been as crucial as it is today. As per research , 97% of customers and 98% of customer support representatives have confirmed that consumers are more likely to stay loyal to a brand if they receive good support. Why Is Customer Retention Challenging?

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Customer retention Surveys call center software Feedback 52

ChurnZero

JULY 7, 2020

The better the service, and the more customer-centric your business is, the more likely it is to succeed. Because customer retention is tightly correlated with customer satisfaction and customer service. The Difference Between Customer Support and Customer Success Teams.

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Customer Support Education Customer retention Feedback 90

ProProfs Blog

MARCH 26, 2021

Customer feedback surveys are the go-to tool of every business to understand their customer needs and sentiments. The advantages of surveys lie in their simplicity, ease of creation, quick feedback collection, and so on. What is Customer Feedback? Best Way to Gather Customer Feedback Data. Ask Them Directly.

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Feedback Surveys Customer retention Metrics 78

ShepHyken

JANUARY 31, 2020

There is definitely no one-size-fits-all strategy when it comes to dealing with clients, but having a heightened level of awareness on their needs will give you a degree of mastery when it comes to enhancing your brand’s customer support efficiency, increasing client service ratings and raising customer retention by a great deal.

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Customer Service Entertainment Marketing Customer Support 225

OctopusTech

JULY 17, 2023

Customer retention email plays a major role for the growth of any company. But what about your existing customers who keep purchasing your products? This is where customer retention email comes in as with this a company can use different email strategies to make them buy the goods again from a brand.

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Customer retention Surveys Feedback Marketing 62

ProProfs Blog

MAY 15, 2020

In lieu of this, a better solution for taking feedback to improve your CX is Surveys! While the most important thing about surveys is you can get specific feedback about every aspect of your CX efforts. Let’s have a look at some of the benefits of surveys. Benefits of Surveys. User Retention. Broad Data Collection.

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Surveys Customer Experience Feedback Best practices 97

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.

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Customer retention Journey mapping SaaS Benchmark 88

ProProfs Blog

MARCH 27, 2020

According to a study by Forbes, 84% of companies that work to improve their customer experience, witness a significant increase in their revenue. It is as clear as day that good customer effort scores translate to increased customer repurchase and customer retention rates. Bolster Customer Retention.

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Customer effort Customer retention Surveys Metrics 117

ProProfs Blog

MARCH 6, 2020

Most business leaders realize the value of measuring customer satisfaction , however, they are faced with several challenges. Which survey to use? And how to measure customer satisfaction score ? This is often measured using CSAT surveys that are sent shortly after an interaction with the customer. . Stay tuned!

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Customer centricity Surveys Analytics Sales 152

Lumoa

NOVEMBER 8, 2018

According to The State of the Customer Experience survey that we did earlier in 2018, all companies track customer experience using one or several of the 6 world-wide recognised KPIs: Net Promoter Score (NPS), Customer Satisfaction (CSAT), Churn rate, Retention rate, Customer Lifetime Value (CLV) or Customer Effort Score (CES).

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Metrics Customer Experience Benchmark Surveys 162

ProProfs Blog

JANUARY 17, 2020

The entire process focuses on regaining the relationship and strengthening it to convert them into loyal customers.” It’s a plan to salvage bad customer support. What’s the Need for Customer Service Recovery? Not every customer-agent interaction is positive. Increase the chances of customer retention.

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Customer Service Feedback Surveys Customer Support 146

Beyond Philosophy

DECEMBER 23, 2015

For many companies, the brand-appropriate customer experience spans across multiple channels and touchpoints, and it can involve internal groups such as IT, sales, marketing, operations, customer support, new product or service development, and product management.

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Chief Customer Officer Enterprise Customer centricity Consulting 250

ShepHyken

JANUARY 31, 2020

There is definitely no one-size-fits-all strategy when it comes to dealing with clients, but having a heightened level of awareness on their needs will give you a degree of mastery when it comes to enhancing your brand’s customer support efficiency, increasing client service ratings and raising customer retention by a great deal.

Customer Service 206

Customer Service Entertainment Marketing Customer Support 206

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. The trained professionals engage customers in the conversations, overcome their objections, and finally will convert the information into proper sales.

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Customer retention Call Center Upselling outsourcing 62

ProProfs Blog

NOVEMBER 9, 2021

Being in the pursuit of offering the best customer experience, you’ll eventually end up having the highest levels of customer satisfaction, which will act as the key differentiator between you and your competitors. It promotes customer retention and loyalty. What type of surveys do you wish to send?

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Surveys Feedback Metrics Customer retention 146

ShepHyken

MARCH 21, 2022

My Comment: My friend and fellow customer experience expert, Blake Morgan, has assembled an interesting set of stats and facts about post-pandemic customer service and CX. Our customer service research supports the theme. 5 Tips to Increase Your Customer Satisfaction in 2022 and Beyond by Wise Marketer Staff.

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Customer Service Customer retention Self service Engineering 182

CSM Magazine

SEPTEMBER 4, 2024

In the last four years, expectations for CX have been turned on their head as the pandemic and the urgent need to provide CX services remotely forced customer support teams to rethink how they interact with and provide value to customers. Customer retention is the no.1

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Customer retention Chatbots Surveys Customer Support 52

ProProfs Blog

APRIL 17, 2020

In short, your success relies on the fact that your customers don’t leave you. And if you successfully increase customer retention rates by 5%, then you can boost profits by 25% to 95%. That’s one of the reasons why y ou formulate strategies to retain your customers. 1: Customer Churn Rate. #2: 7: LTV/CAC Ratio. #8:

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Metrics Customer retention SaaS Surveys 142