Beyond Philosophy

MARCH 31, 2015

Branches allow for direct contact with individuals and businesses important for the sales of financial services. Branch staff are both well-trained and equipped with high tech devices (they have “mobile concierges”, with iPads and headsets) for making customer inquiries and transactions go smoothly and efficiently.

Banking 310

Banking Airlines Self service Finance 310

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 SaaS 110

Beyond Philosophy

FEBRUARY 24, 2015

As Professor Ryan Hamilton will be going though is our upcoming training event, “ Examining Consumer Psychology: How to Influence Customer Decisions ,” these types of theories and their implications can have a profound influence on consumer behavior. The Relationship Between Customer Experience Management and Sales.

Customer centricity 305

Customer centricity Customer retention Consulting Consulting 305

Totango

APRIL 24, 2020

In customer retention, every engagement counts. Rather, customer retention for SaaS enterprises is a result of the customer experience. It is an outcome based on an emotional reaction and connection to the performance of a supplier and the value a customer experiences through using that enterprise’s product.

Best practices 83

Best practices Customer retention SaaS Enterprise 83

Call Center Weekly

APRIL 25, 2018

What do you think is overlooked by contact center leadership, that hinders their customer retention efforts? Customer retention is a relationship rather than an event! Too much emphasis is placed on "saving" customers. Minor frustrations, unfilled needs and finally a "trigger" event cause a breakup.

contact center associations 43

contact center associations Customer retention Contact Center Sales 43

TeleDirect

JANUARY 4, 2025

Example: A missed call from a potential customer looking to purchase a product or service could mean losing hundreds or even thousands of dollars in sales. Damaged Reputation Customers expect businesses to be accessible. Impact: A quick response can turn inquiries into sales, boosting your revenue.

Healthcare 62

Healthcare Call Center call center solutions Sales 62

ClientSuccess

JANUARY 25, 2021

For most customer success departments, the internal department you work closest with and most often is definitely sales. But taking a creative approach here – aka having a customer and CSM co-present on the value of support during an onboarding exercise – can take your events to the next level. Digital Marketing.

Customer retention 81

Customer retention Marketing SaaS Accountability 81

ChurnZero

MAY 3, 2019

If you want your business to be successful in the long run, it pays to give priority to customer retention. Landing a customer who will pay for life is like hitting the jackpot. After all, it takes five times more effort to land a new customer than to retain an old one. Invest in Customer Service. Upcoming Webinar.

Customer retention 75

Customer retention CRM Upselling Sales 75

Totango

DECEMBER 10, 2019

This is because not only do you have to find and reach a new customer but you also have to walk them through the sales funnel. When you make customer retention for B2B business models a priority, you’ll not only save money on acquisition costs; you’ll also unlock the growth potential of your existing customer base.

Customer retention 65

Customer retention B2B Enterprise Metrics 65

TeleDirect

JANUARY 9, 2025

Outcome: Customers receive consistent, high-quality support that reinforces brand loyalty and trust. Provide 24/7 support during global sales events. Enhance customer experience through personalized service. Customer Retention : Consistent, high-quality service ensures satisfied customers and repeat business.

Call Center 77

Call Center Healthcare Multichannel First call resolution 77

Totango

MAY 1, 2020

Retaining existing customers is especially important during uncertain economic times, when fewer new customers may be signing on with your service. That’s why customer retention management software is a vital component of your retention strategy. What Are the Benefits of Customer Retention Management Software?

Customer retention 62

Customer retention Management Enterprise Upselling 62

Totango

SEPTEMBER 24, 2019

It’s important to keep that perspective in mind as you help customers progress through different teams—from sales to customer success and back again—and through different phases, such as onboarding, adoption, and renewal. There’s no need to indulge a divisive customer retention vs. new customer acquisition dynamic.

Customer retention 59

Customer retention Sales Enterprise Upselling 59

CSM Magazine

FEBRUARY 5, 2025

If your business idea has potential and you’ve created a solid plan for your call center, approaching local angel investor networks or pitching at events could be a great way to attract funding. Be prepared to answer questions about expected revenue, customer retention strategies, and how your call center will stand out.

Call Center 52

Call Center Government Banking Customer retention 52

Babelforce

NOVEMBER 12, 2020

Some categories, including food and household items have seen an average 30% increase in online sales. It’s a good time to poach customers – and to focus on customer retention. Now might be the best time to offer customers discounts in recognition of the tough experiences many of them are having. #4

Sales 98

Sales Marketing Entertainment Contact Center 98

Totango

JULY 25, 2019

What’s better for your business to focus on: customer success or sales? Customer success is the practice of cultivating deep and lasting relationships with your customers, which can unlock lasting customer lifetime value for your business. However, no business can thrive without making sales to new customers.

Sales 80

Sales Upselling Customer centricity Best practices 80

Beyond Philosophy

SEPTEMBER 15, 2015

If you enjoyed this post, you might be interested in the following blogs: Case Study: Increase Your Sales by 47% By Doing This…. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Please CLICK HERE to join us for the Webinar.

Banking 383

Banking Telecommunications Consulting Consulting 383

Nicereply

MAY 14, 2019

Strong communities form an important part of customer retention strategy, because they keep customers coming back for more. Let’s contrast a community strategy against traditional sales tactics. A big reason why customers can feel hostile to sales tactics is because they don’t think they are getting enough in return.

Sales 76

Sales B2C B2B Customer retention 76

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

Customers That Stick

SEPTEMBER 18, 2014

She has more than 15 years experience in the bankcard industry in direct sales, sales management and marketing. Keep your promotions to these loyalty program customers competitive, exclusive and easily redeemed on a mobile device and at the point of sale.

Customer retention 133

Customer retention Surveys Sales Technology 133

Integrity Solutions

DECEMBER 11, 2023

What is cold calling and what does it look like in the current sales world? But sales prospecting is the bread-and-butter, core activity that leads to sales growth and success — and cold calling is one of the most effective prospecting strategies available. Your mindset may actually be the key to success.

Sales 93

Sales Accountability Coaching Marketing 93

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. If you can increase retention a customer becomes more profitable.

Customer retention 61

Customer retention Upselling SaaS Customer centricity 61

CSM Magazine

SEPTEMBER 22, 2022

Your customer retention rate tells you how many of your customers are staying with you, rather than defecting to a competitor. Of course, every business wants to retain 100% of its customers (and increase the amount they spend!), To get started, take a look at these four ways to increase customer retention: 1.

Customer retention 52

Customer retention Marketing Sales Customer Service 52

ChurnZero

SEPTEMBER 16, 2021

9 Customer Retention Strategies for SaaS. Higher retention rates can mean higher customer loyalty for your business, something that’s crucial for success, especially for SaaS. If you want to throw more fire behind your customer retention strategies , keep reading for some tips and tricks to keep them going strong.

Customer retention 52

Customer retention SaaS Education Feedback 52

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.

Customer retention 48

Customer retention Contact center software Average Handle Time Surveys 48

Totango

MAY 24, 2022

Customer relationship management software is great for sales, but it isn’t a substitute for a customer success platform. A customer relationship management app is software used to store data about prospect and client interactions in a single database to support sales, marketing, and other business functions.

CRM 96

CRM SaaS Enterprise Sales 96

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.

Customer Experience 134

Customer Experience Journey mapping Metrics Customer centricity 134

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. Increase Customer Loyalty and Engagement. Set Benchmarks.

Benchmark 123

Benchmark Surveys Sales Metrics 123

RapportBoost

OCTOBER 20, 2018

The event, hosted by Customer Service Experience and sponsored by Mitel , will cover: – optimizing live chat conversations with augmented intelligence. – designing a workflow for chat teams’ conversations with customers as well as their interactions with other team members. About RapportBoost. RapportBoost.AI

Contact Center 70

Contact Center Sales Average Handle Time Metrics 70

Callminer

JULY 15, 2019

This virtual conference will cover a ranging of topics, expert speakers, partners and customers about better customer and agent experiences through speech analytics. Webinarstock Calendar of Events. How to Use SA to Close more Sales featuring JLodge. Link for WebinarStock US Sessions. Link for WebinarStock UK Sessions.

Telecommunications 28

Telecommunications Contact Center Analytics Employee engagement 28

ChurnZero

JUNE 16, 2020

That’s what led them to bring that value online with their SaaStock Remote event last week. ChurnZero was thrilled to be able to sponsor the event as well as sit in on the sessions ourselves, which might not have been as possible if we were sponsoring and exhibiting at the event in person. Customer Success Around the Web.

SaaS 92

SaaS Customer centricity Customer retention B2B 92

Outsource Consultants

MARCH 18, 2025

Businesses experience fluctuations in call volumes due to seasonal changes, marketing campaigns, or unexpected events. Key metrics to consider include customer retention rates, average handle time, and first call resolution rates. Flexibility in service offerings is equally important.

Call Center 67

Call Center outsourcing First call resolution Average Handle Time 67

aircall

MARCH 19, 2021

For some businesses, they use this customer data to gain unique insights to improve things like sales performance or the customer experience. Increase customer retention. Predict sales and marketing trends. There are four major types of customer data: 1. Common Pitfalls of Customer Data.

Sales 62

Sales CRM Marketing Best practices 62

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

Totango

JULY 31, 2020

Customer retention is critical to success in today’s customer-centric economy. Onboarding sets the stage for customer retention by beginning a positive long-term relationship between you and your customer.

SaaS 127

SaaS Healthcare Customer retention Enterprise 127

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 120

Enterprise Education Best practices Customer retention 120

Beyond Philosophy

MARCH 3, 2016

In turn, relationship quality links and contributes to the perception of satisfaction and trust, creating business outcomes of customer retention and advocacy. This compares to 39% for sales representatives, 38% for meetings, events, and conferences, 37% for Internet, and 37% for trade shows and exhibits.

Customer advocacy 150

Customer advocacy Consulting Consulting Advertising 150

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. Determine the Stages of the Customer Lifecycle. First, find out where each customer is within their journey.

Journey mapping 110

Journey mapping Upselling Accountability Feedback 110