Totango

SEPTEMBER 15, 2020

Your communication with your customer is the force multiplier that can unlock the full potential of your product. The advice, lessons, and encouragement you provide can guide your customer to achieve maximum return on their investment and drive growth that benefits both of you. Use Data-Driven Communication.

Communication 71

Communication Engagement Net Promoter Score Competitive Advantage 71

ClientSuccess

JUNE 19, 2019

Adding credibility to this statement is a research study by Invesp Consulting which suggests: Existing customers are 50% more likely to try new products and spend 31% more than new users! Increasing customer retention by 5% can increase profits by 25-95%. Personalized Offers Lead to Loyal Customers. Shocker, right?

Customer Retention 73

Customer Retention Webinar E Commerce Demo 73

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 60

Customer Retention Loyalty Loyalty Programs Social Media 60

Experience Investigators by 360Connext

NOVEMBER 20, 2014

Customer retention is paramount in keeping a SaaS company afloat, particularly as a company matures. While customer acquisition and lead conversion are integral parts of growing a SaaS business, with time, retention and renewals gain equal and eventually greater importance. The Power of Association.

Customer Experience 302

Customer Experience Chief Customer Officer Events 2003 302

Experience Investigators by 360Connext

JUNE 2, 2020

Most VoC programs include the Net Promoter Score (NPS) metric to track loyalty behavior. Other metrics like Customer Satisfaction Score (CSAT), Customer Effort Score (CES), and Customer Churn Rate or Customer Retention Rates might also be included. Telling the Customer’s Story.

Social Media 162

Social Media Net Promoter Score Metrics NPS 162

Totango

MAY 11, 2021

Stakeholder engagement and management is critical for customer retention. Performance metrics for evaluating and optimizing plan implementation. Match communication strategies to stakeholder roles. Identify stakeholder preferred communication channels. Personalize automated communication.

Engagement 87

Engagement Management Net Promoter Score Customer Journey Mapping 87

Experience Investigators by 360Connext

AUGUST 22, 2023

That’s right: your customer experience is shaped whether you focus on it or not. Customer experience is the total relationship your customer has with your organization through communication, interactions, and transactions. Most importantly, it’s about how your customer feels about those experiences.

Customer Experience 143

Customer Experience Feedback Customers Customer Centricity 143

Retently

MAY 26, 2023

If you’re part of a brand management or customer success consultancy, Net Promoter Score® could be the all-in-one customer satisfaction metric you’ve been looking for. Designed to accurately assess customer sentiment, Net Promoter Score has several benefits that other customer satisfaction metrics don’t.

Net Promoter Score 146

Net Promoter Score Consulting NPS Customer Success 146

ClientSuccess

JANUARY 11, 2023

Regularly monitor customer performance and identify opportunities for improvement. Measure customer success metrics for meaningful insights. Focus on customer retention and long-term ROI. Advocate on behalf of the customer —even if it means making a sacrifice in terms of time, cost, or other resources.

Customer Success 80

Customer Success White Paper Loyalty Webinar 80

Totango

FEBRUARY 28, 2020

At the same time, an effective engagement strategy incorporates much more than 1:1 touchpoints, and considers engagements such as 1:many opportunities, including communities, events, advocacy, and learning. What is a Customer Engagement Strategy? Analyzing customer success metrics. Anticipating customer need .

Customer Engagement 93

Customer Engagement Engagement Webinar Touchpoint 93

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.

Customer Engagement 52

Customer Engagement Engagement Net Promoter Score Chief Customer Officer 52

BirdEye

AUGUST 3, 2023

However, it’s not just about wishful thinking; it’s about understanding the key metric to make this dream a reality – the customer satisfaction score (CSAT). Customer satisfaction is not just a feel-good metric; it directly impacts a business’s bottom line. How to measure CSAT score?

Customer Satisfaction 91

Customer Satisfaction Customer Centricity Culture Net Promoter Score 91

SmartKarrot

NOVEMBER 2, 2020

Customer retention is very challenging for businesses especially in 2020. The unprecedented times and business environment have made it uncertain for business leaders on what steps to take to retain customers. So, retaining customers becomes necessary for any company to sustain itself in this economic turbulence.

Customer Retention 21

Customer Retention E-support Social Media E Commerce 21

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.

Metrics 98

Metrics Customer Success Sales Events 98

Totango

DECEMBER 21, 2021

Milestone Messaging as a Customer Success Manager Automation Strategy. Effective customer success automation relies on the strategic use of technology to communicate with customers at key points and event triggers in their customer journey. Check-ins for Customers with Low NPS or CSAT Scores.

Customer Success 108

Customer Success Management Net Promoter Score NPS 108

BirdEye

MARCH 24, 2023

The objective of any marketing strategy development is to identify consumers in need of products or services the company offers and the efforts to initiate communication with those customers and build relationships that lead the consumer to buy that product or service.

2023 89

2023 Return on Investment Social Media Sales 89

ChurnZero

JUNE 12, 2020

Again, if you replied, “Customer Success Director or above,” you’re not getting the most value from leadership. They reactively respond to raised events or close their eyes and wait to see what happens with auto-renew clients. What Processes and Metrics does Customer Success Operations Build?

Customer Success 80

Customer Success Metrics Leadership Customer Retention 80

InMoment XI

SEPTEMBER 25, 2024

By leveraging complex algorithms, machine learning techniques, and vast amounts of linguistic data, NLP aims to bridge the gap between human communication and computer understanding, transforming how we interact with technology in our daily lives. These tools can understand and answer customer questions quickly.

Insights 260

Insights Social Media Net Promoter Score Events 260

CSM Magazine

APRIL 7, 2021

The huge investment that retailers make in the customer journey up until the point of purchase is undermined if they simply abandon shoppers after they hit the buy button. If companies want to end this self-sabotage and make a real difference to their customer retention and lifetime value measures, brands need to start taking back control.

Retail 52

Retail Brands Transportation Customer Journey 52

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). But the damage doesn’t stop there.

NPS 83

NPS Customer Centricity Loyalty Presentation 83

Lumoa

JANUARY 19, 2023

Project management, to ensure that projects are well organized, completed on time and meet key metrics. Communication and problem-solving, to promote the team initiatives and manage change within the organization. These tools can be automation software, communication apps, or help desk suites.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

BirdEye

DECEMBER 28, 2023

Supports omnichannel marketing Geofencing can be integrated with other marketing strategies, providing a seamless omnichannel customer experience for customers. This consistency across different channels can significantly enhance brand loyalty and customer retention. How does geofencing marketing work?

Marketing 59

Marketing Advertising Social Media Events 59

Second to None

MARCH 14, 2018

That said, measuring the return on experiences and events is far from impossible, and by learning how to do so, marketers can justify their expenses to the C-suite while improving the effectiveness of their campaigns. Not every great experience makes a great experiential marketing event. Executing a Memorable Event.

ROI 54

ROI Events Social Media Return on Investment 54

Gainsight

DECEMBER 10, 2018

Gainsight CEO, Nick Mehta, shares why it’s so important for Customer Success and Product to work together and how Gainsight’s acquisition of Aptrinsic, a product-led growth platform, will drive these initiatives. “In How to Calculate 6 Key Customer Success Metrics. What is a Customer Retention Rate and How do I Calculate It?

Webinar 71

Webinar Blog Customer Success Net Promoter Score 71

TechSee

JUNE 16, 2022

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Paul Husar, Senior Call Center Manager at LG Electronics. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Up Your Service

SEPTEMBER 22, 2018

Topics included disruptive technology, uberization of the workforce, data analytics, supply chains, employee culture, customer experience, and much more. Here are some of 10 of the top trends we take away from this positive and powerful annual event. Service is gaining in power. Employee engagement is an investment for all, not some.

2018 74

2018 Measurement Competitive Advantage Metrics 74

SurveySensum

NOVEMBER 8, 2023

Better omnichannel communication : Chatbots can be used on multiple digital platforms such as SMS, WhatsApp, Instagram, SMS, etc. Businesse­s can enhance customer service by utilizing various communication channels, allowing customers to reach out through their preferred platform for efficient and accurate information.

Customer Experience 52

Customer Experience NPS Customer Satisfaction Social Media 52

inQuba

MAY 23, 2022

have reported that more than half of customer interactions happen during multi-event, multi-channel journeys 3. They’ve also found that a journey focus is 30% more strongly correlated with your important business metrics (such as likelihood to stay, and satisfaction). Customer Journey Management is the laser technology of CX.

Customer Journey 98

Customer Journey Management Multi-Channel Touchpoint 98

Customer Bliss

AUGUST 3, 2018

“A very small increase in customer retention can yield a huge impact on profitability.” How Net Promoter Companies Thrive in a Customer-Driven World. Rob Markey is a partner at Bain & Company and leads the customer strategy and marketing practice. Metrics tools are great but don’t forget about the human element.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

SurveySparrow

SEPTEMBER 4, 2020

We had recently hosted an Ask Me Anything event about creating product roadmaps which made us delve deeper into its importance. They are a must for every business since it serves as a medium for communicating timely product growth to the teams and individuals involved. It usually revolves around the following key factors: Retention.

Roadmap 96

Roadmap Metrics User Experience Feedback 96

Totango

JULY 21, 2020

Through constant, customized communication, reviewed and honed business goals, and a platform that collects data and makes it actionable, your Customer Success team can lead you through this once-in-a-generation challenge. Evaluate Your Customers’ Exposure. Revisit Customer Goals. Communicate and Provide Value.

Communication 65

Communication Customer Success Customer Retention Customers 65

Totango

MAY 19, 2020

No one is certain how this will change the long and short-term behaviors of customers, lenders, and enterprises in a SaaS world. As their customers are presented with changing markets and deal with the uncertainty that comes with current events, SaaS companies must be prepared for a potential wave of churn.

Events 77

Events Customer Success Customers Financial 77

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. You notice that the second milestone’s average time has increased by ten days.

E Commerce 127

E Commerce E-support Hospitality Healthcare 127

SurveySensum

APRIL 1, 2024

It is these qualities, communicated effectively and honestly, that can elevate a startup to become a respected and successful brand in the eyes of its target audience. Why is Customer Trust Important for Startup Brands? Customer trust is an indispensable asset for startup brands, forming the foundation for customer retention.

Brands 52

Brands Social Media Feedback Loyalty 52

SurveySparrow

NOVEMBER 23, 2020

No need to say how effective it can be for winning the trust of your customers. Unlike email, a mobile app allows your customers to be involved with you when they receive a message. Your marketing strategy can be based on the use of event-driven in-app messages, which directly boosts customer engagement with your product or service.

Customer Experience 52

Customer Experience Social Media Customer Satisfaction Feedback 52

SmartKarrot

DECEMBER 7, 2022

Motivate and inspire customer teams, ensuring they are fully supported and empowered to deliver on their goals. Instill and drive culture and metrics focused on customer experience and service responsiveness. Manage, evaluate and improve products, processes, communications, and tools supporting customer teams.

Customer Success 19

Customer Success Customer Retention Fashion Culture 19

Retently

MAY 2, 2023

NPS is one of the most popular metrics and measures customer loyalty. Naturally, the higher the score, the more satisfied customers are. Here customers can expand on the reasons behind the given score while their suggestions are used to boost satisfaction and improve the product itself. What is NPS, CSAT, and CES?

Customer Journey 146

Customer Journey NPS Demo Customer Satisfaction 146