Totango

JUNE 30, 2020

Communication during a crisis is about protecting your core asset, your customers. The digital transformation of business has shifted enterprise focus toward customer retention and the pursuit of long-term value. Retaining those customers will require efficient, high-value communication between you and your customers.

Communication 127

Communication Webinar Metrics Customer Retention 127

Totango

AUGUST 16, 2022

Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn.

Customer Retention 106

Customer Retention Customer Success Customer Relationship Management Loyalty 106

Experience Investigators by 360Connext

NOVEMBER 20, 2014

While with traditional enterprise sales the customer is paying for a one-off purchase that may or may not go hand-in-hand with an annual service fee, SaaS companies are constantly having to cultivate the customer relationship if they are to stay in business.

Customer Experience 302

Customer Experience Chief Customer Officer Events 2003 302

ShepHyken

OCTOBER 4, 2019

By engaging existing customers, businesses aim to retain them. Acquiring a new customer is about five to 25 times more expensive than retaining an existing one. Increasing customer retention rates by 5 percent increases profits by 25-95 percent. It makes business sense to value and retain the right customers.

Blog 124

Blog Brands Engagement ROI 124

ShepHyken

APRIL 5, 2019

These virtual customer experience tools are transforming the way that companies interact with their customers in the contact center environment. When used correctly, chatbots have the power to enhance marketing, sales, customer retention and more. Personalizing the Customer Experience.

Blog 120

Blog Customer Experience Contact Center Customer Journey 120

Totango

JULY 22, 2022

By utilizing this module, as well as our Engage Key Stakeholders SuccessBLOC , you will have the tools you need to effectively communicate with your customers, delivering the right messages at the right time. How the Engage Customers SuccessBLOC Works . How the Engage Customers SuccessBLOC Works . Overall NPS score.

Communication 107

Communication NPS Metrics Engagement 107

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? Escalation stage: Slow response time or weak communication to a support request.

Customer Retention 94

Customer Retention E-support Customers Customer Expectations 94

Totango

MARCH 5, 2021

Customer retention is the lifeblood of any savvy enterprise. It’s the only way to be successful in this customer-centered economy and ensure scalable long-term revenue. To retain customers, companies must make the customer experience better and ensure customers never stop seeing value from their product or service.

Customer Retention 92

Customer Retention Net Promoter Score Measurement Loyalty Programs 92

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.

Customer Retention 83

Customer Retention Customers Customer Journey Customer Success 83

BirdEye

JUNE 29, 2023

Effective customer communication is vital for the success of any business. Companies also communicate with customers to share product updates, resolve complaints, gather feedback, and provide customer service. Table of contents What does customer communication mean?

Communication 97

Communication Social Media Customers Touchpoint 97

Integrity Solutions

APRIL 28, 2021

What actions can you take to both increase employee engagement and create a customer retention strategy that moves more of your customers from “satisfied” to “loyal”? One of the key tenets of a customer retention strategy is that it relentlessly focuses on value creation. A 5-step roadmap to get you started.

Customer Retention 86

Customer Retention Net Promoter Score Customer Centricity Roadmap 86

Totango

APRIL 28, 2020

One especially important facet of planning for the unexpected inevitable is customer retention. In difficult, uncertain times, attracting new customers becomes exponentially harder as budgets tighten and priorities shift. As such, it is critical to: Digitally engage with your customers at all levels.

Customer Retention 114

Customer Retention Customers Customer Success Connections 114

InMoment XI

MAY 4, 2023

Read a blog by Phil Sager, Expert Partner and Daniel Moellerhenn, Expert Partner, Bain & Company, speakers at the XI Forum in Cologne on June 13 & 14 Reports of record inflation, ongoing labor constraints, rising capital costs, and other macro trends are ongoing and have compounded in unique ways.

Customer Experience 221

Customer Experience Loyalty Programs Customer Service Representative Customer Journey 221

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 way beyond attaining requests and offering assistance or help.

Blog 119

Blog Customer Experience Net Promoter Score Competitive Advantage 119

Comm100

FEBRUARY 6, 2023

They expect relevant and customized CX from their financial institutions. If you want to boost your customer retention rates, increase conversions, and turn your clients into brand ambassadors, you must personalize your CX. It requires that you know, understand, and remember who your customer is. First, customers want it.

2023 98

2023 Financial Blog Customer Experience 98

ShepHyken

AUGUST 23, 2019

This week we feature an article by Martin Frascaroli who talks about why it is important to meet your customer needs using omnichannel customer service. . Your potential customers want to buy quickly and comfortably through an integrated experience. They sign in from different devices and communicate through all available means.

Omnichannel 115

Omnichannel Blog Customer Service Social Media 115

One Millimeter Mindset

APRIL 1, 2021

As your traveling companion, start with these 5 One Millimeter Mindset® blog posts to guide us forward, together. Cross Functional Customer Retention Is Key To Strategy. Babette is a cross-functional business-oriented STEM professional, qualitative Voice of the Customer facilitator, and Six Sigma Green Belt (Quality).

Blog 83

Blog Leadership Travel Consulting 83

ChurnZero

AUGUST 11, 2020

This is a guest blog post by Anita Toth, Chief Churn Crusher. . 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.

Customer Retention 97

Customer Retention Chief Customer Officer Customer Success Reference 97

Optimove

JULY 31, 2024

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: In this blog post, gain insights from expert marketers about five pillars to create effective strategies that boost customer retention.

Customer Retention 59

Customer Retention Marketing Sports Entertainment 59

Daniel Group

NOVEMBER 9, 2024

My latest blog post, Need Another Arrow in Your Marketing Quiver? Increase Customer Referrals , dives into the powerful impact of focusing on customer retention. The post Strengthen Your Marketing Strategy with Customer Retention appeared first on The Daniel Group. Early Bird rates available through 1/1/25.

Customer Retention 52

Customer Retention 2025 Marketing ROI 52

Beyond Philosophy

NOVEMBER 11, 2014

In this way, Target has used the natural tendencies of people to change their habits as the time to communicate that Target has everything they need. It has proven to be successful…so successful that there is a famous story where a father learned a couple of weeks after Target that his teenage daughter was expecting.

Net Promoter Score 167

Net Promoter Score Marketing CEM Social Media 167

InMoment XI

SEPTEMBER 5, 2024

Did you know that over 70% of consumers expect personalized communications and tailored products/services from companies they buy from? Of those customers, 76% get frustrated when they do not receive any level of personalization. This will allow you to decrease customer churn and improve customer retention.

Net Promoter Score 195

Net Promoter Score Metrics Voice of Customer Touchpoint 195

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. Incorporate customer feedback.

Customer Retention 90

Customer Retention Customer Success Customer Journey Mapping Customer Journey 90

BlueOcean

OCTOBER 4, 2023

Things like lifetime customer value/cost of customer churn come into play beyond the straight dollar-for-dollar cost of an agent hour. Your customers expect the same brand experience they have at every other moment in their journey—your website, your storefront, your marketing.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

ChurnZero

DECEMBER 29, 2020

Top 10 Blog Posts from 2020. 9 Well-Meaning Yet Harmful Phrases to Avoid with Customers. This article is a roundup of the not-so-obvious phrases you should avoid saying to a customer no matter how well-intentioned or deserved. How To Nail Implementation and Customer Success Handoffs.

2020 98

2020 Blog 2021 Chief Customer Officer 98

CSM Magazine

OCTOBER 21, 2024

In today’s fast-paced digital world, providing an exceptional customer experience is crucial for any business, especially in industries like software development. A positive customer experience can set you apart from your competitors, ensuring long-term relationships with your clients and fostering brand loyalty.

Customer Experience 52

Customer Experience Social Media Customer Centricity Loyalty Programs 52

SurveySensum

JULY 21, 2023

That’s why here in this blog we will talk about the top 11 B2B customer retention strategies. These strategies can help you maximize your business’s potential while keeping those valuable customers right where they belong. That’s why we proudly maintain a remarkable 98% customer retention rate.

Customer Retention 52

Customer Retention B2B Net Promoter Score Touchpoint 52

GetFeedback

JUNE 3, 2019

Benefit 2: open up communication. Customer satisfaction questionnaires give your customers a direct channel to tell you how they feel about your product and your support offering. According to CMO Magazine customer spend grows alongside trust , after building the relationship. Benefit 4: increase customer retention.

Customer Satisfaction 170

Customer Satisfaction Magazine Customer Retention Customers 170

SurveySparrow

FEBRUARY 22, 2024

Customer retention is one of the crucial aspects of business. Since it’s plain as sky that it’s harder to acquire a new customer than to retain one, most companies go retention. Now, the next hurdle is finding the apt tool or software to help with retention. And that’s probably why you are here, right?

Customer Retention 52

Customer Retention 2024 E-support Loyalty Programs 52

Experience Investigators by 360Connext

JUNE 20, 2018

Instead of focusing solely on the revenue generated by increasing customer retention, improving customer engagement and creating more customer loyalty… What happens when we do not engage customers? A customer isn’t a customer until they purchase something from you, right?

Engagement 179

Engagement Social Media Sales Loyalty 179

Customer Bliss

AUGUST 28, 2020

In our conversation, Aisling Hassell addressed the challenges of communicating effectively with your leadership team and your employees. Chelsie Rae Lee is the Chief Revenue and Customer Officer at Snacknation, a subscription-based snack company. Morton , Deputy Chief Veterans Experience Officer at the Department of Veterans Affairs.

Roadmap 323

Roadmap Customer Journey Mapping Leadership 2020 323

ChurnZero

AUGUST 15, 2024

One of the most effective ways to achieve this is to leverage AI for customer retention by using it to understand customer trends and mitigate churn risks. Speaking of AI… I was blocked on this blog post for two weeks. Now, back to crafting those perfect customer experiences—happy retaining!

Customer Retention 52

Customer Retention Management Touchpoint 2024 52

ChurnZero

OCTOBER 17, 2023

This is a guest blog by Todd Eby , co-founder and CEO of SuccessCOACHING /SuccessHACKER. Few things can impact a business as much as customer retention. When customer retention is high, a company can experience more profits, lower costs, and an overall better standing in the market.

Customer Retention 52

Customer Retention Customer Success Loyalty Customer Relationships 52

TechSee

JUNE 16, 2022

In addition to authoring four customer service books including The Service Culture Handbook, Jeff reaches more than 10,000 customer service professionals every week through his Customer Service Tip of the Week email newsletter. As a consultant, he guides clients who want to develop customer-focused cultures.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Win the Customer

DECEMBER 25, 2019

. “Social care” isn’t anything new, but providing effective multi-channel customer service that includes social care can be pose significant challenges for organizations big and small. YoY increase in customer retention. Social organizations also reported a drastically lower number of customer complaints.

Customer Service 115

Customer Service Social Media Multi-Channel Customer Care 115

Uniphore

JANUARY 4, 2022

How are you planning to leverage conversations to drive revenue and customer retention? Join us as we explore the technology and strategies needed to accelerate key initiatives, improve customer retention and drive revenue growth in today’s enterprise. Conversational AI Platform. U-Self Serve. Case Studies. White Papers.

2022 126

2022 White Paper Contact Center Innovation 126

Beyond Philosophy

OCTOBER 20, 2015

Either way, identifying what you have now is the key to where to start fixing the experience to “feel right” to Customers. #3: 3: You must communicate these moments and train teams how to recognize the signs of how a Customer is feeling. What do training programs miss for Customer-facing teams?

Presentation 159

Presentation Communication Books Consulting 159