SurveySensum

SEPTEMBER 21, 2023

In contrast, Company B chose to focus on retaining its existing customer base by introducing loyalty programs. This strategic move resulted in doubling their business, showcasing the power of leveraging customer retention to drive growth. So, customer retention is indeed crucial. But what is it exactly?

Customer Retention 52

Customer Retention 2023 Loyalty Programs Travel 52

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

Customer Bliss

JANUARY 14, 2016

For Adobe’s business I’ve always been a strong advocate regarding Adobe’s customers being more than numbers on a page, metrics of revenue bookings, or dollars on a balance sheet. We strive to never lose sight of our customers’ humanity and understanding from them what they expect from Adobe.

Connections 146

Connections 2007 2011 Customers 146

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. Now, back to crafting those perfect customer experiences—happy retaining! How to leverage AI for customer retention by identifying actionable trends.

Customer Retention 52

Customer Retention Management Touchpoint 2024 52

Gainsight

OCTOBER 22, 2020

By identifying risk in your customer base, your team will drive action to mitigate it faster and help drive up retention. Naturally, the first step of establishing a renewal process is defining the leading indicators of risk within your customer base. Power improved retention at scale .

Customer Base 59

Customer Base Return on Investment NPS Metrics 59

Customer Bliss

JANUARY 14, 2016

For Adobe’s business I’ve always been a strong advocate regarding Adobe’s customers being more than numbers on a page, metrics of revenue bookings, or dollars on a balance sheet. We strive to never lose sight of our customers’ humanity and understanding from them what they expect from Adobe.

Connections 141

Connections 2007 2011 Customers 141

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is consistently helping his clients create a magical customer experience like Disney.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Comm100

NOVEMBER 15, 2022

Book a call today with Comm100 today to explore partnership options and we’ll sweeten the deal with a free gift box. Grow customer base. The number one benefit of integrating digital channels into a contact centre platform is the ability to grow its customer base. Increase deal size. Next steps.

Omnichannel 98

Omnichannel Social Media Books Communication 98

ShepHyken

MAY 13, 2024

Our customer service and CX research found that 43% of US consumers would rather clean a toilet than contact customer support. She summarizes some of the points from Blake Morgan’s book, More is More , emphasizing that customer service is “a key part of the overall experience.” What Is Churn Rate? Ease of use.

Article 78

Article Customer Service 2024 Loyalty Programs 78

SmartKarrot

APRIL 15, 2022

We have stressed it time and again – customer retention is key to the growth of a business! Good customer retention rate = product/market fit. It also means increased customer lifetime value, increased revenue, lower customer acquisition cost , and higher average order value. What makes it a must-read.

Customer Retention 19

Customer Retention Books 2022 E-support 19

CustomerSuccessBox

MAY 17, 2021

So what are the proven hacks to driving customer retention ? Top 6 strategies/hacks to retain customers. So you’re growing and now want to scale up your customer retention and you’re contemplating automation. But automating every step is not the solution for scaling retention using customer success.

Customer Retention 52

Customer Retention Touchpoint Customer Success Customers 52

Gainsight

NOVEMBER 28, 2023

Rapid Growth Meets Digital Customer Success But rapid growth comes with growing pains: Key customer data became siloed across multiple tools. CSMs struggled to efficiently access the customer information they needed to effectively manage their book of business. Sound familiar? Automation also delivered over $2.5M

Customer Retention 52

Customer Retention Omnichannel Document Customer Success 52

Comm100

NOVEMBER 15, 2022

As customer service operations continue to digitalize, CCaaS providers are quickly recognizing that a telephone-only offering is restricting customer base and growth. Book a call today with Comm100 today to explore partnership options and we’ll sweeten the deal with a free gift box.

Omnichannel 97

Omnichannel Social Media Books Document 97

Customer Bliss

OCTOBER 11, 2018

You need to know where you’d initiate this trigger in the customer journey. You segment your customer base and give them access to your talk trigger. If you bought this book and didn’t like it, go to TalkTriggers.com and send the authors a note. They will buy you any other book of your liking.

Chief Customer Officer 107

Chief Customer Officer Advertising Books Customer Journey 107

ChurnZero

JULY 29, 2022

With the rise of the SaaS model, retention has dethroned acquisition as the primary means to achieve long-term growth and high valuation. In fact, according to one source, increasing your customer retention by just 5% can increase your revenue by up to 95%. Incremental improvements lead to big gains.

Customer Success 98

Customer Success Touchpoint Customer Centricity Customers 98

SurveySensum

JULY 14, 2020

Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author. Industry Leader in customer experience, Blake Morgan is a Keynote Speaker, Author of two books, a Customer Experience Futurist, and a Guest Lecturer at Columbia University. Jay Nathan – Founder of Customer Imperative and Gain Grow Retain.

2020 132

2020 Customer Experience Magazine Consulting 132

Thematic

MARCH 2, 2025

This allowed them to improve features based on real customer needs. Reducing Churn & Increasing Loyalty Customer retention is critical; we said it before, and we say it again—more than half of consumers will leave a brand after just one bad experience.

Customer Insights 62

Customer Insights Insights Social Media Feedback 62

ChurnZero

MAY 14, 2021

She recalls a past situation where a Customer Success Manager with a smaller book of business was assigned special projects related to Customer Success Operations but notes that it was the balance between roles that made this possible. “If But Jennifer cautions against looking at retention numbers in isolation.

Customer Success 81

Customer Success Metrics Customer Retention Books 81

Comm100

SEPTEMBER 28, 2016

Reichheld in the Harvard Business Review, the average company loses about half its customers in a fiver-year period. Can you imagine how much revenue you lose when 50% of your customers walk out the door? Understanding your churn rate is crucial to keeping customer retention high. Do they interact with the product less?

Definition 82

Definition Download Customer Retention Customers 82

Win the Customer

SEPTEMBER 12, 2023

However, modernizing them with personalized rewards and incentives can take customer loyalty to new heights. Starbucks, for example, uses its mobile app to offer customized rewards based on individual purchase history. This not only boosts customer retention but also fosters a sense of belonging.

Innovation 59

Innovation Customer Experience Loyalty Programs Customer Centricity 59

SurveySensum

DECEMBER 18, 2024

Absolute Method Absolute NPS refers to the straightforward calculation of NPS based on the percentage of promoters, detractors, and passives without comparing it to any external benchmark or industry standard. For example, converting detractors to promoters and leveraging promoters as brand ambassadors.

Net Promoter Score 52

Net Promoter Score NPS Insurance Metrics 52

BirdEye

SEPTEMBER 11, 2023

Before we delve into how AI can help improve customer experience, let’s understand the impact of positive customer experience: Businesses that prioritize good customer experience have a higher customer retention rate. And businesses often end up overwhelmed, making the customer experience suffer.

Customer Experience 114

Customer Experience Social Media Multi-Channel Omnichannel 114

Totango

JANUARY 21, 2020

Vice President of Customer Success /. Head of Customer Success. Oversees the development and implementation of customer success strategies. Manages the existing customer base. Handles the management and growth of the customer success team. Chief Customer Officer. Customer Success Analyst.

Customer Success 87

Customer Success Chief Customer Officer Customers Management 87

LiveChat

JUNE 8, 2015

Only those companies who truly know their customers and tailor communications to accurately defined target markets will survive and grow,” wrote Ludi Koekemoer and Steve Bird in their book Marketing Communications. Many companies have a large base of customer data. Yet, few use it in a smart and effective way.

Social Media 78

Social Media Entertainment Lifetime Customer Communication 78

Thematic

OCTOBER 30, 2024

Book free guided trial of Thematic 4: Visualization Insights are only valuable if they are easily shared and accessible by the people who need to use them. Presenting your insights in user-friendly data visualizations or simple dashboards makes it easy to view the top themes in your VoC data, track changes, and understand customer sentiment.

Voice of Customer 62

Voice of Customer Insights E Commerce E-support 62

Bold360

OCTOBER 20, 2016

Losing sight of existing customers in the hopes of attracting new ones is like starting the race over from scratch when you’re already moving at 120MPH. Not only that, but it will cost you dearly, when customer acquisition uses on average 7x as much of your budget as customer retention does.

E Commerce 85

E Commerce E-support Multi-Channel Poor Customer Service 85

ijgolding

OCTOBER 25, 2018

While collecting Friday night takeaway is not necessarily the most bleeding-edge example of an omnichannel customer journey, it is one that can operate easily. It’s this type of experience customers are expecting from all brands, at every touchpoint, regardless of what they are buying (e.g., My book, ‘Customer What? –

Customer Experience 67

Customer Experience Multi-Channel Touchpoint Apparel 67

Totango

JUNE 4, 2021

However, today’s technology allows you to go much further with personalization by incorporating data about your customer’s profile and behavior. If you have a good 360-degree view of data on your customers and the ability to segment customers based on your data, you can engage clients in highly personalized ways.

Customer Engagement 63

Customer Engagement Engagement B2C Customer Journey Mapping 63

Waypoint Group

MAY 8, 2018

B2B companies are looking for smart ways to accelerate profitable growth through improvements in customer retention and expansion, and Customer Health Scoring (CHS) has been evangelized as the way to understand when and how to best engage with a customer account, while also highlighting the overall health of the customer base.

B2B 40

B2B Reference Books Download 40

SurveySparrow

JANUARY 22, 2020

Finding a customer success executive nescient of a platform like Gainsight would be quite a task, that’s how popular the customer success software is! The tool provides definitive customer success solutions supported by a repository of features. make Strikedeck a powerful customer success software. ease up the workflow.

2020 72

2020 Customer Success Demo Definition 72

SurveySensum

OCTOBER 27, 2020

We place a great emphasis on organization-wide execution of customer-centric strategy to ensure maximum impact in implementing our recommendations. Insofar, we’ve helped over 100 companies transform the way they do business with their existing customer base, among which are companies such as New Relic , Accent Technologies , and Veriforce.

Customer Success 59

Customer Success 2013 2014 Consulting 59

Optimove

FEBRUARY 14, 2023

This approach provides numerous benefits for retailers, including increased customer engagement and loyalty, improved data tracking and analysis, reach to a wider customer base, and the ability to provide a consistent brand experience across channels.

Omnichannel 52

Omnichannel Marketing Travel Hospitality 52

Amity

OCTOBER 31, 2016

I’m the VP, Customer Success here at Uberflip. The first being product adoption, the second being customer retention, and the third being customer expansion. It might help to start with a bit of a history, give that, relative to other teams here at Uberflip, Customer Success is still very new.

Customer Success 0

Customer Success Customers Definition Metrics 0

Gainsight

JUNE 11, 2021

There are four types of questions (based on the book Humble Inquiry: The Gentle Art of Asking Instead of Telling by Edgar Shein): humble, diagnostic, prompting, and process-oriented. Major Takeaways: Sales and Customer Success relationships can be filled with friction.

Chief Customer Officer 91

Chief Customer Officer Customer Success 2021 Customer Centricity 91

CSM Practice

SEPTEMBER 25, 2020

06:27 – Nick’s overview of cross-selling and upsell trends for existing customers. 13:20 – Nick shares his blog post about the four-step playbook for reopening with your customers. 16:40 – Irit discusses a part of the survey result that shows companies are planning on letting customer success managers go or shrink.

Customer Success 85

Customer Success Books Customers Chief Customer Officer 85

OpinionLab

AUGUST 29, 2017

But, latest book store initiative and Wholefoods acquisition notwithstanding, it simply can’t offer the same experience when it comes to these types of face-to-face interactions. As an omnichannel retailer, for example, a returned item offers a great opportunity because it provides your customer with a reason to come to your store.

Omnichannel 166

Omnichannel Consumers Touchpoint Banking 166

ChurnZero

OCTOBER 12, 2021

Your Customer Success program is a telling datapoint when comparing great companies apart from their peers. The effects of CS run deeper than just customer retention – this instrumental function can have a profound impact on your long-term corporate success. Announcing the Winners of ChurnZero’s 2021 ChurnHero Awards.

2021 98

2021 NPS Healthcare Definition 98