Totango

MAY 5, 2020

With recent events, COVID-19 has actually helped to lead the charge in digital transformation across a variety of industries, requiring companies to rethink their strategies and playbooks. Customer Retention Strategies in B2B for 2020 and Beyond. Digitization has created a wide variety of customer engagement options.

Customer retention 62

Customer retention B2B Enterprise Customer centricity 62

Pointillist

JUNE 15, 2018

Much of the marketing world is still focused on customer acquisition, but to improve customer retention will yield f ar better ROI and cost about 5-25X less than customer acquisition. What is Customer Retention? Why Customer Retention Matters. My Customer Retention ?

Customer retention 110

Customer retention Analytics Airlines Personalization 110

ChurnZero

MAY 5, 2020

As businesses are thrust into uncharted territory, figuring out how to navigate customer retention strategies to minimize churn will determine their survival. For those who were unable to attend or would like a session refresher, below are the top takeaways for crafting your customer retention game plan. .

Customer retention 72

Customer retention Chief Customer Officer Construction Morale 72

ProProfs Blog

DECEMBER 6, 2019

Giving feedback at that time can feel like a task sometimes, especially when you are in a hurry to start/end your day. But it is this simple feedback that is helping Uber and other ridesharing companies keep only the best drivers on the road. Evolution of Customer Feedback. Customer feedback is not a new trend.

Feedback 124

Feedback Surveys Sales Benchmark 124

Totango

SEPTEMBER 24, 2019

Knowing these different stages can be powerful for monitoring, servicing, and motivating customers, but it all needs to come from a unified, consistent brand. There’s no need to indulge a divisive customer retention vs. new customer acquisition dynamic. Customer Retention vs New Customer Acquisition: The Common Goal.

Customer retention 59

Customer retention Sales Enterprise Upselling 59

VocalCom

MAY 8, 2017

According to research by the Peppers & Rogers Group, 60% of customers stop engaging with a company when salespeople treat them indifferently, while 70% of customers leave a brand due to poor service. Here are five tips for improving customer retention that every brand should note. Do they have to repeat information?

Customer retention 48

Customer retention Contact center software Average Handle Time Surveys 48

ShepHyken

OCTOBER 27, 2023

Foster Community and Networking Opportunities One of the main attractions of flexible workspaces is the opportunity to connect and collaborate with like-minded professionals, so bring it!

Customer Experience 155

Customer Experience Feedback Customer centricity CRM 155

CSM Magazine

OCTOBER 3, 2024

Did you know that increasing customer retention rates by just 5% can boost your profits by up to 125%? The significance of cultivating customer relationships becomes very clear when you consider the numbers. Existing customers are worth their weight in gold. Wondering what your customers really think?

Customer retention 52

Customer retention Surveys Personalization Feedback 52

GetFeedback

JULY 29, 2019

Collecting survey feedback from your customers is easier now than it has ever been before. But while collecting survey feedback is simple, the real value is in actioning that feedback. Receiving actionable survey feedback. You need to include questions which are likely to deliver actionable feedback. .

Surveys 60

Surveys Feedback Education CRM 60

CSM Magazine

AUGUST 21, 2023

Train your team members to listen actively and respond promptly to customer inquiries, complaints, and feedback. Use Social Media to Engage with Customers Social media is an excellent platform for retailers to connect and engage with customers. Recognize and appreciate the customers who provide valuable feedback.

Feedback 52

Feedback Customer retention Wait times Technology 52

ChurnZero

MARCH 22, 2019

We also had You Mon Tsang, CEO and Founder of ChurnZero share tried and true ways to improve customer retention. How to structure and compensate a Customer Success team. How to develop a customer health score and key customer events to track. How to measure the impact of churn on your company.

Customer retention 61

Customer retention Upselling SaaS Customer centricity 61

CSM Magazine

OCTOBER 25, 2023

When customers have a positive and satisfying experience, they are more likely to return, increasing customer retention. Word of Mouth : Satisfied customers are more likely to become brand advocates. They recommend your services to friends and family, thereby expanding your customer base.

Entertainment 52

Entertainment Customer Experience Customer retention Feedback 52

Totango

NOVEMBER 8, 2023

Enterprise businesses can now use their critical product usage data from Pendo and Mixpanel in their Totango experience to design optimal customer journeys, improving product adoption and customer retention. What is Mixpanel?

Enterprise 95

Enterprise Finance SaaS Analytics 95

Talkdesk

AUGUST 28, 2017

Our Kickoff “Designing Your Intelligent Contact Center” event in Chicago was a huge success and a lot of fun! Customer service is about customer retention cost and you want your agent to be heroic in creating loyalty. It’s vital that you respect your customer’s ways. Our COO, Gadi Shamia, calls it like he sees it!

Contact Center 51

Contact Center Contact center software Upselling Engineering 51

ClientSuccess

NOVEMBER 22, 2022

These groups of customers provide companies with messaging, positioning, and product strategy but only one aspect of many ways marketers should be working on getting to know their consumers better than ever before. Customer advisory boards are a great way for companies to get feedback from their target consumers.

Marketing 69

Marketing Education Feedback Surveys 69

CSM Magazine

MAY 10, 2024

For customer service managers, tackling early life churn is not just about retaining a number, but nurturing a potentially lifelong relationship with each customer. Digging into why customers leave early and coming up with smart plans to keep them can really turn your customer retention numbers around.

Analytics 52

Analytics Feedback Customer retention Personalization 52

Totango

APRIL 5, 2022

The best NPS software lets you: Automatically track customer satisfaction. Accurately predict customer retention , brand growth and revenue. Take steps to win over dissatisfied or lukewarm customers. Leverage satisfied customer responses for upselling conversions and referrals. InMoment (formerly Wootric).

Upselling 105

Upselling Surveys Analytics Customer retention 105

Fonolo

JUNE 7, 2022

But what if we told you that customer service goals engage agents more than lunchtime pizza or the odd work event? But contact center performance is directly linked to customer satisfaction — and you can’t sustain that without customer service goals. Customer Loyalty and Retention. Individual agent meetings.

Customer Service 81

Customer Service Abandon rate Call Center Interactive Voice Response 81

CSM Magazine

AUGUST 4, 2023

Imagine a scenario where a coffee shop actively engages with its customers through personalized loyalty programs, social media interactions, and timely promotions. These engaged customers, in turn, share their delightful experiences with friends and family, acting as brand ambassadors and attracting new customers to the coffee shop.

Brand ambassadors 52

Brand ambassadors Gamification Entertainment Education 52

SmartKarrot

OCTOBER 13, 2023

Retaining those customers for the long haul is equally, if not more, essential. A high customer retention rate is a testament to a company’s customer-centric approach, resulting in increased profits, positive word-of-mouth, and enhanced brand reputation. While points and discounts are great, think outside the box.

Customer retention 10

Customer retention Customer centricity Education Feedback 10

ChurnZero

MARCH 28, 2023

Early-stage SaaS businesses tend to put most of their focus on acquiring net new customers. For a little while, customer retention is a manageable task with existing staff. When you have only a handful of customers, your sales team, product team, customer support team—and even executives—can join forces to keep them happy.

SaaS 52

SaaS Chief Customer Officer Surveys Feedback 52

CSM Magazine

JULY 29, 2015

MaritzCX has announced CXMasters™, an intensive career development event for customer experience (CX) professionals who want to expand and validate their skills, increase customer loyalty, and earn professional recognition. The CXMasters event offers three certification track opportunities or six individual course options.

Journey mapping 45

Journey mapping Best practices Benchmark Surveys 45

Totango

SEPTEMBER 22, 2023

Announced during our flagship event, Totango Live! we’re accelerating the motion to customer success-led growth by introducing two new partnerships and nine technology integrations into the Totango software and ecosystem. CS has the 360-vantage point to know where customers are engaging with products and where they’re struggling.

Enterprise 117

Enterprise Education Best practices Customer retention 117

Fonolo

JUNE 7, 2022

But what if we told you that customer service goals engage agents more than lunchtime pizza or the odd work event? But contact center performance is directly linked to customer satisfaction — and you can’t sustain that without customer service goals. Customer Loyalty and Retention. Individual agent meetings.

Customer Service 67

Customer Service Abandon rate Call Center Interactive Voice Response 67

GetFeedback

MAY 9, 2019

Two customers can view the same experience in completely different ways due to many factors that influence their interpretation of events — their upbringing, cultural background, motivations, and much more. That’s why most companies struggle to meet the expectations of their customers. We’re not being cheesy here.

Customer Experience 134

Customer Experience Metrics Journey mapping Customer centricity 134

Nicereply

NOVEMBER 21, 2023

Here are some critical touchpoints to consider: Initial Onboarding: This is an optimal time for a transactional NPS survey to understand the first impressions your service leaves on new customers. Customer Churn: An NPS survey when a customer leaves can tell you why they’re going. What could make you consider not renewing?

Surveys 59

Surveys B2B Feedback Education 59

delighted

NOVEMBER 30, 2021

In order to improve the customer journey and the touchpoints along the way, you need to know what your customers think about everything – including your business, your customer service, your policies, your employees, and your online shopping experience. Customer feedback surveys: NPS, CSAT, and CES.

Journey mapping 87

Journey mapping Advertising Surveys Feedback 87

Totango

JULY 8, 2021

Firefighting happens when you don’t have visibility into what is going on in your customer portfolio so you are constantly putting out fires, especially around renewal time. Reactive indicators are data collection points from customer-facing teams and surveys such as NPA and CSAT, which provide qualitative information about customer accounts.

Upselling 65

Upselling Accountability Customer retention Metrics 65

Anexa BPO

APRIL 17, 2023

This type of analysis can be conducted via customer feedback (samples of written feedback), reviews (samples of public reviews from trusted sources), customer retention rate, quarterly revenue data, and possibly most importantly, staff interactions.

outsourcing 52

outsourcing Customer centricity Metrics Customer retention 52

ChurnZero

JANUARY 10, 2022

SaaS customer onboarding makes or breaks your customer retention. It has a long-lasting impact on your customer and deep ties to their likelihood to churn. For this reason, unlocking the optimal SaaS customer onboarding experience is invaluable. Define Key Onboarding Events, Correlate Them to Customers’ Success.

Best practices 98

Best practices SaaS Metrics Sales 98

Totango

APRIL 2, 2019

Here are the five steps you must complete when charting the customer journey: Determine the stages of the customer lifecycle. Customize notifications and health scores. Target events and address milestones. Gather feedback. Determine the Stages of the Customer Lifecycle. Target Events and Address Milestones.

Journey mapping 107

Journey mapping Upselling Accountability Feedback 107

Totango

APRIL 20, 2020

Customer churn can occur at any point along the customer journey. The reasons behind a customer’s decision to leave may reach back farther than you might expect, and may involve a sequence of events rather than a single incident. Was the onboarding quick and did it efficiently satisfy the customer’s needs?

Enterprise 78

Enterprise Customer centricity Feedback Best practices 78

Fonolo

SEPTEMBER 14, 2023

Include Agents in Contact Center Goal-Setting You can have as many customer service goals as you’d like for your call center but if you don’t engage your agents, you’ll have a hard time reaching them. Ask for employee feedback: What do they see as barriers to delivering great customer service? How do they feel about the goal?

Contact Center 91

Contact Center Call Center Average Handle Time Construction 91

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. 5: Customer Satisfaction Score. #6:

Metrics 142

Metrics Customer retention SaaS Surveys 142

inSided

SEPTEMBER 4, 2019

Customer engagement is at the heart of Customer Success strategies in B2B Software companies. Not only is it a key indicator for customer retention, increasing engagement is a sure-fire way to get feedback on your product while facilitating the sharing of best practices between your users.

B2B 56

B2B Best practices Customer retention Surveys 56

JustCall

APRIL 9, 2024

External events: Events such as product launches, service outages, or industry developments may trigger a surge in calls. Technical issues: System failures, website crashes, or other technical glitches can prompt customers to contact support. Customers reach out for assistance, feedback, or inquiries based on these changes.

Agent Empowerment 40

Agent Empowerment Self service Interactive Voice Response Call Center 40

delighted

DECEMBER 14, 2021

It’s called the customer lifecycle, and knowing what your customer lifecycle looks like is an important step in attracting new customers and retaining the ones you have. What is the customer lifecycle? What are the stages of the customer lifecycle? There are several ways to approach customer retention.

Surveys 99

Surveys Feedback Customer retention Customer effort 99