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

CSM Magazine

MARCH 10, 2025

SmartBear ,a leading provider of software quality and visibility solutions,is the winner of two Stevie Awards in the 19 th annual Stevie Awards for Sales & Customer Service. Based in Galway, Ireland, Joe Joyce , Solutions Architect, earned a Gold Award for Sales Engineer of the Year.

Sales 52

Sales Customer Service APIs Engineering 52

Comm100

OCTOBER 8, 2016

Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. With stakes this high, it’s essential that you build a solid customer retention plan that can lead to long-term customer loyalty.

Customer retention 61

Customer retention Scripts Education Marketing 61

Beyond Philosophy

JUNE 4, 2015

And, branding the customer experience requires that the brand’s image, its personality if you will, is sustained and reinforced in communications and in every point of contact. Advanced companies map and plan this out, recognizing that experiences are actually a form of branding architecture, brought to life through excellent engineering.

Airlines 360

Airlines Marketing Enterprise Advertising 360

CustomerSuccessBox

APRIL 9, 2021

Why choosing the right Customer Retention Software has become so important for B2B SaaS Business? To know the answer, let’s have an overview of how customer retention works for B2B SaaS Business. This is where B2B Customer Retention software becomes imperative for a growing subscription business.

Customer retention 52

Customer retention B2B SaaS Accountability 52

ShepHyken

MARCH 21, 2022

How Retailers Can Improve Their Customer Retention Rates Through UGC by Adam Dornbusch. Total Retail) To help keep brands growing and revenue increasing beyond a customer’s initial experience, here are some concrete steps brands can take to engage their customers this spring season after they’ve purchased a product.

Customer Service 174

Customer Service Customer retention Self service Engineering 174

CustomerSuccessBox

APRIL 27, 2021

In a subscription economy, customer retention is a necessary focus for business as a SaaS customer only pays 5-15% of total potential Lifetime Value upfront, the rest will only come in as future revenue IF you’re able to retain that customer. This is where Customer Success Platforms comes in. So, how do you do it?

Customer retention 52

Customer retention SaaS Accountability Engineering 52

Education Services Group

SEPTEMBER 4, 2018

Usage metrics are critical indicators of how well your products are helping customers achieve their desired outcomes, which in turn influences your customer retention strategy. If usage is low, odds are that your customer sees little if any value in your solution. Your Customer Retention Strategy Relies on CSMs!

Customer retention 49

Customer retention Management Analytics Metrics 49

Hodusoft

JULY 24, 2024

Effective Strategies for Enhancing Customer Retention in Call Centers “When the customer comes first, the customer will last.” In a time of growing competition and dwindling customer loyalty, businesses need to focus on customer retention more than ever before. How to Analyze Current Retention Rates?

Customer retention 52

Customer retention Call Center call center software Interactive Voice Response 52

CCNG

SEPTEMBER 11, 2024

This personalization enhances customer satisfaction, loyalty, and overall experience. Key components include predictive analytics, recommendation engines, and real-time customization. Predictive analytics models help in anticipating customer needs, resulting in improved first-call resolutions and reduced customer wait times.

Contact Center 195

Contact Center Technology CCNG First call resolution 195

CSM Magazine

MAY 19, 2023

Customer Experience Engineering (CXE) is a growing field that focuses on designing, managing, and improving the interactions between a company and its customers. At its core, customer experience engineering seeks to ensure that every touchpoint a customer has with a company leaves a positive and lasting impression.

Engineering 52

Engineering Customer Experience Journey mapping CRM 52

AWS Machine Learning

MAY 7, 2024

Rather than requiring extensive feature engineering and dataset labeling, LLMs can be fine-tuned on small amounts of domain-specific data to quickly adapt to new use cases. This post walks through examples of building information extraction use cases by combining LLMs with prompt engineering and frameworks such as LangChain.

Engineering 122

Engineering Chatbots Technical Support Best practices 122

Kayako

AUGUST 21, 2018

What is customer retention? Simply put, customer retention refers to the strategies and tactics businesses use to encourage repeat purchases and ongoing loyalty from their existing customer base. That’s why customer retention is so vital for businesses of every stripe. Build a Customer Feedback Loop.

Customer retention 49

Customer retention Banking Feedback Customer Support 49

TeleDirect

DECEMBER 20, 2024

Businesses that fail to deliver in these areas risk losing customers to competitors who do. Why Customer Experience is the Key to Competitive Advantage 1. Customer Retention and Loyalty Retaining existing customers is significantly more cost-effective than acquiring new ones.

Customer Experience 62

Customer Experience Journey mapping Call Center Chatbots 62

Verint

DECEMBER 28, 2017

One Millimeter Mindset customer retention moves you and your organization one millimeter outside your current comfort level. One of the biggest differences has to do with how we acquire and then retain customers. More importantly, One Millimeter Mindset customer retention is about today and tomorrow, not yesterday.

Customer retention 36

Customer retention Engineering Coaching Sales 36

CCNG

JUNE 14, 2023

Here are some key metrics and approaches to consider: Key Metrics to Assess Customer Engagement and Loyalty In Jeanne Bliss’s book, Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine , "Competency #1 is to Honor and Manage Customers as Assets".

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

ijgolding

NOVEMBER 9, 2014

I talk a lot about the move from being product centric to customer centric – if you want to know what being customer centric is all about, this story demonstrates what it is to NOT be customer centric… Dear Virgin Media, I am disappointed at your lack of common decency to your customers.

Customer Experience 126

Customer Experience Customer centricity Engineering Customer retention 126

TeleDirect

FEBRUARY 9, 2021

TeleDirect , the leader is business process outsourcing (BPO) services, has been ahead of the talent sourcing curve for years – in fact, our own customer retention services are often done remotely, with outstanding results. So how can you still find top call center talent, even while traditional interviews are put on hold?

Business Process Outsourcing 115

Business Process Outsourcing outsourcing Call Center Chatbots 115

CSM Magazine

DECEMBER 17, 2024

With reverse ETL, data from your warehouselike browsing history, abandoned carts, or past purchasespowers recommendation engines directly on your website. Seamless Loyalty Programs Loyalty programs can deliver massive customer retention benefits when personalized appropriately.

Customer Experience 52

Customer Experience Enterprise B2B Customer centricity 52

Hodusoft

MARCH 18, 2025

We have engineered our HoduCC omnichannel contact center software with social media integration to enable e-commerce companies efficiently manage customer communication on their preferred social network. When compared with other sectors, the customer retention rate of the e-commerce industry is among the lowest.

Contact Center 52

Contact Center Contact center software Advertising Best practices 52

Kayako

AUGUST 28, 2015

Experience engineering: ‘hard’ skills for support pros. Being courteous and attentive has little to no impact on customer retention. Being courteous and attentive has little to no impact on customer retention. For example, here are some of the skills that make up experience engineering: Word choice.

Engineering 95

Engineering Customer retention Coaching Customer Support 95

Outsource Consultants

MARCH 17, 2025

This organic word-of-mouth creates a powerful engine for attracting new customers and building a stellar brand reputation. Loyalty Flourishes: Customers who feel valued and supported are far more likely to become loyal, long-term partners.

outsourcing 76

outsourcing Real estate First call resolution Customer Support 76

ShepHyken

OCTOBER 31, 2022

For those who will experience the bump in business, be ready – not just for handling customers but also for managing your employees, specifically customer service employees. Research Reveals How to Shift Customer Service From a Cost Center to a Growth Driver Engine; Service Set to Unite Customer Experiences by Brian Solis.

Customer Service 31

Customer Service Advertising Engineering Customer Experience 31

Outsource Consultants

FEBRUARY 25, 2025

Ecommerce is booming, but 96% of customers say customer service impacts brand loyalty. Are you leveraging call centers to turn support into a revenue engine? At Outsource Consultants, we’ve seen ecommerce call center services significantly boost revenue and customer satisfaction.

Call Center 67

Call Center Sales outsourcing Technical Support 67

ProProfs Blog

JUNE 5, 2020

More than that, only 1 in 26 unhappy customers will complain about what they don’t like about your service; the rest will churn. The more customers leave, the less your business grows. With customer retention being the primary driver of companies’ revenue, churn lowers your profits by far.

Customer Service 136

Customer Service Chatbots Customer retention Feedback 136

Beyond Philosophy

APRIL 14, 2022

However, here are some of the stats that stood out to me most: 73% of business leaders reported a direct link between customer service and business performance. 64% of business leaders say that customer service has a positive impact on the company’s growth . 60% say customer service improves customer retention .

Contact Center 195

Contact Center Upselling Education Engineering 195

OrecX

MAY 20, 2020

That's right, with poor quality audio capture, the transcription engine struggles to discern what was said by the customer and the agent, and the results are flawed. A 60% increase in profits is possible with a mere 5% increase in customer retention rates ( Bain and Company ).

Analytics 79

Analytics Engineering CRM Customer retention 79

Joe Rawlinson

APRIL 3, 2023

Organic search leads are prospective customers who discover your website online when they type something into a search engine like Google. For a lead to be organic, you must have obtained it through unpaid methods, like search engine optimization, as opposed to pay-per-click (PPC) ads.

Engineering 78

Engineering Education Customer retention Metrics 78

ProProfs Blog

FEBRUARY 13, 2020

Takeaway: These customer loyalty and engagement benefit statistics help us to understand why loyalty programs are so popular among customers and how business owners end up receiving improved revenues. Customer Loyalty B2B Statistics. Customers who end up paying more are more likely to check out your competitors too.

Customer retention 164

Customer retention Sales B2B Airlines 164

Fonolo

NOVEMBER 14, 2018

There are two important long-term KPIs to consider: 1) Customer Retention Rate; and 2) Lifetime Customer Value. Customer Retention Rate measures the percentage of existing customers who are retained during a specific time period. Vice President Product Marketing. Twitter: @tpgoebel. Roland Selmer.

Benchmark 85

Benchmark Abandon rate Call Center Abandon Call 85

CustomerSuccessBox

SEPTEMBER 7, 2021

With Customer Success teams who work on onboarding automation and efficiency to set their customers up for a strong initial footing, this will result in long-term success. Pro Tip: Designing a Customer Onboarding Framework for B2B SaaS. #2 Data plays a vital role in customer retention and growth and hence in customer success.

Journey mapping 96

Journey mapping Engineering SaaS Upselling 96

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoint Mediums. Touchpoints may involve any medium you use to interact with customers, including: Search engine marketing. The awareness stage corresponds to the early stages of the marketing process, where the customer becomes aware of your brand. Social media posts and ads. Blog content.

B2B 122

B2B Journey mapping SaaS Upselling 122

ShepHyken

AUGUST 22, 2022

The hotel’s reputation may be damaged if unhappy guests use social media to amplify their dissatisfaction with customer service during their stay. My Comment: Here’s an article from the hospitality industry, written by someone on the hotel’s engineering and facility management side.

Customer Service 36

Customer Service Airlines B2C B2B 36

ijgolding

NOVEMBER 13, 2014

Michael O’Leary became as famous for his ability to deliver remarkably positive financial returns for his company, as he did for his public disdain for the customer. These are just some of the things he has said about customers in the past: “If drink sales are falling off, we get the pilots to engineer a bit of turbulence.

Airlines 99

Airlines Customer retention Engineering Customer Experience 99

ChurnZero

JANUARY 13, 2022

“Our customers are our inspiration, and we grow as they grow. Bill Mahoney, Chief Customer Officer, ComplySci. In his new role, Bill will be responsible for ensuring success throughout the customer entire lifecycle, from initial onboarding onward. She understands customer service and puts customers first every single day.

Chief Customer Officer 98

Chief Customer Officer SaaS Engineering Consulting 98

Lumoa

AUGUST 25, 2020

However, should your marketing budget be more focused on customer acquisition or retention is a tough question and one that will eventually define your growth. Talking about customer retention, you possibly already know the merits of investing time and money in keeping your existing customers satisfied and hooked.

Chatbots 78

Chatbots Customer retention Advertising Marketing 78

CSM Magazine

JULY 22, 2021

Online communities serve as content engines that follow a one-to-many principle. For SaaS companies, communities are a powerful engine for the creation, capture, discovery, and cultivation of traffic. Growing Customer Retention. In the world of business, loyalty translates into retention.

Advertising 98

Advertising SaaS B2C Best practices 98