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

Happy or Not

DECEMBER 9, 2024

At HappyOrNot, we understand that the key to boosting customer retention is effectively using feedback analytics. Feedback insights help craft a customer retention strategy that keeps loyal customers happy as well as attracts new ones.

Customer Retention 36

Customer Retention Feedback Loyalty Customers 36

Beyond Philosophy

JULY 14, 2015

Sometimes we have a relationship we think is good, but it really isn’t. It’s true in friendships, marriages, and yes, even business relationships. There are some signs that your Customer relationship is all about you, or one-sided, and they are easier to spot than you think.

Customer Relationships 146

Customer Relationships Net Promoter Score Customer Centricity Webinar 146

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. 7 Customer Experience Insights You Can Apply to Your Organization.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

Experience Investigators by 360Connext

JANUARY 7, 2025

Your CX strategy should reflect where your organization currently stands with its customer experience and define a clear vision for where you can go next. A well-defined CX strategy can help you drive tangible business outcomes: Greater customer retention, a stronger brand reputation, and faster revenue generation.

Customer Experience 143

Customer Experience Customer Journey Mapping Touchpoint Metrics 143

Experience Investigators by 360Connext

APRIL 23, 2024

CEM involves strategic planning and execution that help an organization track, oversee, and organize interaction between a customer and the organization throughout the customer lifecycle. (Is Is this the same as Customer Relationship Management, or CRM?

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Retently

MARCH 11, 2025

They act as a bridge between the customer and teams working with product, marketing, logistics, and support to ensure customer insights lead to tangible fixes. Their work directly impacts business growth by reducing complaints, improving support efficiency, and enhancing customer retention, they drive higher revenue and lower churn.

Management 115

Management Customer Experience Roadmap NPS 115

ChurnZero

AUGUST 11, 2020

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. Get a 360-Degree View of Your Customers . This is shocking.

Customer Retention 97

Customer Retention Chief Customer Officer Customer Success Reference 97

Retently

MARCH 16, 2022

So, let’s shed some light over the real difference between the Customer Success and Customer Support roles, and why these should be viewed as independent disciplines rather than interchangeable terms. What is the role of Customer Success? What Customer Support actually means. So why all the confusion?

Customer Success 157

Customer Success Net Promoter Score Customers Customer Retention 157

InMoment XI

SEPTEMBER 12, 2023

The Importance of CRM Databases in Competitive Analysis Customer Relationship Management (CRM) databases are essential tools for storing and tracking customer information, interactions, and sales history. Could your company fill this void with exceptional customer service and thereby win over disenchanted consumers?

Marketing 195

Marketing Competitive Advantage Return on Investment Poor Customer Service 195

ClientSuccess

APRIL 28, 2021

Silicon Slopes, Utah, April 28, 2021 — ClientSuccess, a leading Customer Success Platform, announced today that Kristi Faltorusso has joined their executive leadership team as Vice President of Customer Success. . Faltorusso brings over a decade of experience in Customer Success leadership. ClientSuccess.

Leadership 59

Leadership Customer Success 2021 2020 59

Education Services Group

NOVEMBER 21, 2022

I’m talking about the 2022 Customer Success Leadership Study (much more exciting, IMHO). For the third year in a row, we’re tracking all the twists and turns unfolding in the Customer Success industry. Almost 83% of those surveyed utilize a Customer Relationship Management (CRM) software versus 46.3%

2022 98

2022 Leadership Customer Success Metrics 98

ChurnZero

MARCH 14, 2025

These adages have been around for years now, so it really should come as no surprise that as customer success teams have shifted away from customer satisfaction and towards driving growth, more and more CS teams are rolling up to the CRO (chief revenue officer). 5: How do you capture the value that customer success brings to sales?

Customer Success 52

Customer Success 2024 Sales Customers 52

ShepHyken

DECEMBER 9, 2022

A study by Aspect Software found that companies that adopt omnichannel strategies achieve 91% greater year-over-year customer retention rates compared to companies that don’t. . A contact center CRM is a customer relationship management system that’s designed specifically for contact centers.

Customer Journey 127

Customer Journey Brands Sales Contact Center 127

Customer Bliss

MAY 2, 2019

It takes skill to synthesize the knowledge you’ve gained and then disseminate in a way that will help leaders make financial, cultural, and leadership decisions. She said that though people were happy to receive flowers and nice messages, it didn’t correlate to customer retention.

Chief Customer Officer 149

Chief Customer Officer Financial Consulting Customer Retention 149

ClientSuccess

APRIL 28, 2021

Silicon Slopes, Utah, April 28, 2021 — ClientSuccess, a leading Customer Success Platform, announced today that Kristi Faltorusso has joined their executive leadership team as Vice President of Customer Success. . Faltorusso brings over a decade of experience in Customer Success leadership. ClientSuccess.

Leadership 54

Leadership Customer Success 2021 2020 54

Beyond Philosophy

MARCH 16, 2015

My concern is the focus on improving the Customer Experience is in danger of heading the same way as Customer Relationship Management (CRM), into failure if it’s not careful. It is great to see but I also see problems, some of which I have written about before.

2015 122

2015 CEM 2002 Books 122

Totango

JULY 15, 2021

Customer success (CS) teams are designed to build, maintain and optimize lasting relationships with customers by helping them fulfill, and even exceed, their own business goals. But in order to do this effectively, CS teams need representation and leadership at the executive level.

Chief Customer Officer 128

Chief Customer Officer Customer Centricity Loyalty Programs Customer Success 128

ShepHyken

APRIL 11, 2017

How do you use the Net Promoter Score® to retain your customers? How can you sell the C-Suite on the benefits of investing in Customer Retention? First Up: Shep Hyken’s opening comments focus on the Net Promoter Score®, which is the result of a survey question that asks a customer “How likely would you be to recommend us?”

Net Promoter Score 83

Net Promoter Score E Commerce 2008 NPS 83

CSM Magazine

JANUARY 2, 2025

Improved Customer Retention Why does empathy matter for customer retention? When customers sense that support genuinely cares, theyre more likely to stay loyal. And loyal customers arent just repeat buyers. Customer Retention Rates: Empathy builds loyalty.

Culture 52

Culture Healthcare Connections Interaction 52

Totango

SEPTEMBER 1, 2020

Research by Deloitte shows that personalized customer experience is now just as important to customer decision-making as speed of service and ROI. Beating churn means delivering personalized value at every step of the customer relationship. . Ways to Predict Customer Churn. Ensure Customers See Value.

Net Promoter Score 111

Net Promoter Score NPS Seminar ROI 111

CSM Magazine

JANUARY 2, 2025

Improved Customer Retention Why does empathy matter for customer retention? When customers sense that support genuinely cares, theyre more likely to stay loyal. And loyal customers arent just repeat buyers. Customer Retention Rates: Empathy builds loyalty.

Culture 52

Culture Healthcare Connections Interaction 52

Happy or Not

NOVEMBER 20, 2024

Let’s explore how collecting customer feedback through surveys, kiosks, online reviews, or direct conversations can transform the user experience and help with customer relationship management. Why is customer feedback important? Satisfied customers are more likely to remain loyal, boosting customer retention.

User Experience 36

User Experience Customer Satisfaction Feedback Social Media 36

CSM Magazine

MARCH 10, 2025

. “We are incredibly proud to be recognized with two prestigious Stevie Awards,” said David Phillips , SVP, Customer Retention and Sales Engineering at SmartBear.

Sales 52

Sales Customer Service 2025 Customer Care 52

BirdEye

MARCH 6, 2025

From cutting costs to streamlining operations and improving customer retention , there are multiple reasons why they matter to businesses of all sizes. Heres how they can help: Reducing costs while boosting efficiency AI chatbots can cut customer service costs by up to 30%.

Customer Engagement 52

Customer Engagement Engagement Marketing Banking 52

ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

2021 98

2021 Customer Success Chief Customer Officer Leadership 98

Beyond Philosophy

DECEMBER 23, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Consulting Loyalty 100

Beyond Philosophy

JUNE 4, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. Michael Lowenstein, Ph.D.,

Financial 144

Financial White Paper Books Airlines 144

ClearAction

FEBRUARY 27, 2016

As Marketing departments take a bigger role in customer experience management, a more holistic perspective allows your company rise to the top of the field. Supporting the entire customer lifecycle, for example, is a goal that most Marketing organizations still grapple with. Customer Retention Begins with Trust.

Marketing 98

Marketing Metrics Connections Customer Retention 98

PeopleMetrics

DECEMBER 12, 2017

“Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right?”. While it may be true that at their core, both systems revolve around the key interactions a customer has with your brand, CRMs and CEMs serve distinctly different purposes and operate from two contrasting angles.

CEM 84

CEM Customer Relationship Management Customer Relationships Customer Experience Management 84

ClientSuccess

MARCH 17, 2020

For many people working in the SaaS industry, the term Customer Relationship Management (CRM) has become a blanket ‘catch-all’ term for anything having to do with sales, onboarding, adoption, renewals, and, yes, customer retention. So, do you really need a stand-alone customer retention management solution?

Customer Retention 59

Customer Retention Management Customer Relationship Management NPS 59

CCO Council

MAY 13, 2014

Every customer value quantification effort must begin with a tangible understanding for each key segment of the length of average customer relationships, costs of new customer acquisition, average customer value, and retention rates. How many credits are being offered to correct billing mistakes?

Customer Centricity 85

Customer Centricity ROI Measurement Chief Customer Officer 85

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. Track Customer Progress and Optimize Your Onboarding Process.

E Commerce 127

E Commerce E-support Hospitality Healthcare 127

Customer Bliss

SEPTEMBER 8, 2016

Point to behavioral patterns that show increase/weakening of customer relationships. Present data on movement of customers across and within value segments. Highlight 1-2 referrals from existing customers. Do this at every meeting. It needs to become ingrained.

2010 141

2010 2013 Customers Presentation 141

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI. Marketing and thought leadership programs. John Formica Follow @JohnFormica.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

BirdEye

MARCH 3, 2025

For businesses, this approach increases engagement, improves the customer journey, boosts conversions, and builds stronger brand affinity, leading to higher sales and long-term customer retention. Proactive: Leverages customer data and automation to anticipate needs and personalize engagement.

Omnichannel 52

Omnichannel Marketing 2025 Multi-Channel 52

BirdEye

MARCH 3, 2025

For businesses, this approach increases engagement, improves the customer journey, boosts conversions, and builds stronger brand affinity, leading to higher sales and long-term customer retention. Proactive: Leverages customer data and automation to anticipate needs and personalize engagement.

Omnichannel 52

Omnichannel Marketing 2025 Multi-Channel 52