InMoment XI

NOVEMBER 22, 2024

Therefore, better customer service lets you generate valuable leads without stretching your marketing budget. Happy and loyal customers give you a competitive edge by consistently choosing and advocating for you over other companies. It highlights the effectiveness of your customer retention and satisfaction efforts.

Feedback 195

Feedback Net Promoter Score Social Media NPS 195

Thematic

DECEMBER 5, 2018

Today, it’s more about offering customers something as personalized as possible, so that they feel truly special. So, let’s look at ways to reduce churn with customer retention analytics and why it’s important in the first place. What is customer retention? Why is customer retention important?

Customer Retention 96

Customer Retention Competitive Advantage 2017 2014 96

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. We found that you can utilize your roadmap to up your product strategy game, improve decision-making, and steer your business on the path to success! What is a product roadmap? Product roadmap process.

Roadmap 96

Roadmap Metrics User Experience Feedback 96

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? Poor Customer Fit.

Customer Retention 94

Customer Retention E-support Customers Customer Expectations 94

InMoment XI

MAY 3, 2024

Digital Post Fulfillment and Post-Purchase Data: Analysis of customer interactions and feedback after digital purchases, aiding in refining the online shopping experience. Competitor Analysis: Monitoring competitor performance and market trends to stay ahead of the curve.

Retail 195

Retail Return on Investment ROI Customer Centricity 195

Experience Investigators by 360Connext

MARCH 12, 2024

This conversation isn’t just a critique, it’s a roadmap to excellence in loyalty program implementation. We look at the tactical impact these programs have on customer retention and why showing authentic appreciation goes a long way in building lasting brand loyalty. Don’t miss the next episode!

Loyalty Programs 143

Loyalty Programs Loyalty Roadmap Customer Retention 143

ClearAction

JULY 8, 2024

CX ROI Metrics Roadmap Lynn Hunsaker Your CX ROI metrics roadmap is a cause-and-effect sequence that multiplies growth. All customer experience metrics used today are lagging indicators of growth. You’re measuring what already happened with customers. A leading indicator shows what customers will soon experience.

Roadmap 48

Roadmap ROI Metrics Chief Customer Officer 48

GetFeedback

JUNE 3, 2019

Fast-growing companies are constantly tweaking and shifting their strategies and products —A/B testing, trying new methods of delivery and experience, and even testing out marketing pitches based on the needs of different customers’ marketing personas. Benefit 4: increase customer retention.

Customer Satisfaction 170

Customer Satisfaction Magazine Customer Retention Customers 170

ChurnZero

MARCH 7, 2025

An active digital customer community is a competitive advantage for any B2B SaaS company. Well-managed communities are proven to increase customer retention, provide valuable product insights, expand brand awareness, and improve overall customer satisfaction. How to build and grow a digital customer community.

Roadmap 52

Roadmap Competitive Advantage B2B 2024 52

Retently

MAY 10, 2018

Just like it’s difficult to drive to a new destination without a definite plan for how to get there, trying to build, launch and market a new product without a clear product roadmap guiding the development process is an exercise in vain. Net Promoter Score® can play a crucial role in your product roadmap improvement. Detractors.

Roadmap 61

Roadmap Net Promoter Score NPS Feedback 61

InMoment XI

APRIL 9, 2025

Traditional forecasting processes often miss the mark as they dont account for the latest market changes or shifts in consumer preferences. Therefore, businesses must look beyond historical sales data and integrate customer experience insights with their forecasting models for accurate results. It strengthens sales strategies.

Sales 195

Sales Competitive Advantage Omnichannel Social Media 195

Thematic

MARCH 20, 2025

They need a structured way to understand their customers, anticipate needs, and improve the user experience, so they need a customer insights framework. A customer insights framework means turning customer feedback into actionable strategies that improve product experience, marketing, and customer service.

Customer Insights 62

Customer Insights Insights Net Promoter Score NPS 62

CSM Practice

JUNE 24, 2021

How valuable is Customer Success’s input in creating a solid product roadmap?! In the past, companies relied solely on the product management team to build and drive roadmaps. Shifting the Product Roadmap Ownership to Customer Success. What is a product roadmap? Phase 1: Customer-Feature Impact Analysis.

Roadmap 59

Roadmap Customer Success Customer Centricity Presentation 59

InMoment XI

DECEMBER 7, 2023

How to Measure Customer Experience Measuring customer experience is a strategic imperative that helps your company build strong, long-lasting relationships with your customers, stay competitive, and adapt to changing market dynamics. This is scored on a numeric scale.

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 195

Retently

MARCH 17, 2025

Product Launch Performance : What were the most common customer questions about the new release? Marketing Campaign Impact : Did a recent ad increase ticket volume? product quality, unclear policies, or marketing misalignment). Tracks how customer sentiment, retention, and support efficiency have evolved over time.

Insights 90

Insights NPS Metrics Customer Satisfaction 90

Thematic

MARCH 30, 2025

How to Use Data-Driven Customer Insights for Smarter Decisions For smarter business decisions, you need more than just raw data—you need actionable insights. Businesses can optimize marketing, improve customer experiences, and stay ahead of the competition by using data-driven customer insights.

Customer Insights 62

Customer Insights Insights Feedback E-support 62

Gainsight

JANUARY 10, 2025

Findings show that organizations increasingly prioritize Gross Revenue Retention (GRR) as a key performance metric, with 55% of companies using GRR as a top measurement. 76% of companies indicated customer retention as another primary revenue metric utilized. AI and automation are key enablers of this unified approach.

2025 52

2025 B2B 2024 Chief Customer Officer 52

Experience Investigators by 360Connext

JUNE 22, 2021

Seek feedback when a customer leaves. Use that information to inform your roadmap for improvements. This means the customers who had relationships with the brand start receiving communications as if they didn’t. Even after years of loyalty, the customer who leaves might receive an email offering “new customers” a sign-up deal.

Customer Journey Mapping 297

Customer Journey Mapping Customer Journey E-support Customers 297

SurveySensum

MARCH 10, 2023

To prevent such negative outcomes, using tools such as Net Promoter Score (NPS) can help you actively gather and analyze customer feedback to improve customer retention and understand their experiences. This will help you identify areas for improvement and work towards retaining your customers. So, let’s dive in!

Customer Retention 52

Customer Retention NPS Net Promoter Score Social Media 52

InMoment XI

JANUARY 2, 2023

Increased competition in nearly every market is leading businesses of all types to search for ways to attract and retain their ideal customers. Customers have unprecedented access to information about products and services. What Is Customer Effort Score? The reward is market success.

Net Promoter Score 221

Net Promoter Score NPS Metrics Effort Score 221

SurveySensum

OCTOBER 28, 2024

Customer Satisfaction (CSAT) Score While NPS tells you if customers will recommend you, CSAT shows you how satisfied they are with specific interactions. Keep an eye on these scores together to get a complete view of the customer journey. Leverage Text Analysis Don’t overlook the power of customer comments.

NPS 52

NPS Loyalty Demo Customer Satisfaction 52

Experience Investigators by 360Connext

OCTOBER 17, 2023

Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director. The one thing they all have in common?

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

SurveySensum

DECEMBER 22, 2022

Did you know Zara doesn’t spend a penny on marketing? And yet, it has the most loyal customer base. . – Well, one thing that Zara does is, it knows what to focus on and how to make its customers happy. That’s why they take customer feedback SERIOUSLY. . Voice of Customer (VOC) – Brief. So, what is VOC?

Customer Retention 52

Customer Retention Customer Success Loyalty Programs Social Media 52

SurveySensum

AUGUST 21, 2023

However, the good news is that some have managed to double their revenue through effective customer retention strategies. In SaaS businesses, subscription deals are offered where customers pay either monthly or yearly to use their software. In such a scenario, retaining existing customers becomes even more challenging.

Customer Retention 52

Customer Retention B2B NPS Demo 52

GetFeedback

OCTOBER 4, 2019

A couple of high ranking individuals come together and brainstorm ideas to overtake their competition with radically improved products and marketing. The one thing that’s usually lacking in these meetings is the customer’s view on what should happen. Think about how decisions are made in most companies. companies $136.8

Competitive Advantage 150

Competitive Advantage Touchpoint NPS Feedback 150

GetFeedback

DECEMBER 10, 2018

Close with a custom thank you page. This is a great marketing real estate to promote relevant content, like customer stories, or ask promoters for reviews. If someone is identified as a detractor, you can use the thank you page to provide helpful articles and resources rather than marketing content.

NPS 210

NPS Net Promoter Score Measurement Metrics 210

SurveySparrow

JANUARY 14, 2020

Because there are plenty of options for your customers and a small slip from your side can make them leave you. This is why you need to have a customer retention plan in place. The importance of customer retention cannot be explained in one or two sentences. What is customer retention? Saves money.

Customer Retention 52

Customer Retention Feedback Loyalty Programs Roadmap 52

Gainsight

JUNE 21, 2022

When it comes to creating product roadmaps, product leaders face a plethora of challenges. . Not only can it be difficult to figure out which features to prioritize, but product leaders can also struggle with engineering dependencies, executive demands, and the need to operate with agility in a market that moves faster every day.

Roadmap 52

Roadmap User Experience Metrics Document 52

Wootric

DECEMBER 16, 2020

Not only do returning customers require less introduction to your products and services, but they also tend to spend more than first-time customers, too. . One user engagement strategy you can use to boost your customer retention is to make use of the Net Promoter Score (NPS) system. Make sure it’s accurate.

Net Promoter Score 52

Net Promoter Score Customer Retention NPS Social Media 52

ChurnZero

JULY 2, 2021

SaaS companies must be cognizant of and weigh the implications brought about by a sole focus on these metrics when assessing the performance of and building strategies for Customer Success. In this article, you’ll learn: Differences between Net Revenue Retention, Gross Revenue Retention, and Customer Retention with definitions and examples.

Customer Retention 97

Customer Retention Metrics Chief Customer Officer Customer Success 97

Experience Investigators by 360Connext

SEPTEMBER 16, 2024

Journey maps identify critical customer touchpoints , including offline and online channels and touchpoints. They’re all about the customer’s perspective, making them different from process maps or product roadmaps, for example. Teams often start with a general journey map that shows how customers typically engage with them.

Customer Journey Mapping 162

Customer Journey Mapping Customer Journey Multi-Channel Roadmap 162

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.

B2B 114

B2B Customer Experience B2C Net Promoter Score 114

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. About Rob Markey.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

ProProfs Chat

MAY 24, 2019

You may have set the foundation of your eCommerce business on a riveting marketing strategy, a robust customer service team, and brand new ideas for products and services. However, it is high time to rise above the concept of establishing your brand name in the market. Emphasizing CLV – Roadmap to Success.

Social Media 100

Social Media E-support Customer Retention Telecommunications 100

Thematic

APRIL 17, 2019

Using Insights From Quantitative And Qualitative Data To Drive Product Roadmaps. Arianna: At DoorDash, I was the Director of Insights where I led User Experience Research and Market Research. Alyona: So what was your approach for taking insights from all these sources and using them to drive the product roadmap? Alyona: Awesome.

Roadmap 63

Roadmap Insights Definition User Experience 63

Thematic

FEBRUARY 19, 2025

Overall business impact: Faster insights mean quicker responses to customer needs, leading to improved CX, higher customer retention, and more agile decision-making. Product, marketing, and operations teams can easily dive into insights and take immediate action.

ROI 62

ROI Feedback Insights Healthcare 62

Thematic

FEBRUARY 24, 2025

66% of business leaders say personalization lowers customer acquisition costs. By analyzing customer interactions across different channels, brands can personalize marketing and service strategies. Imagine this: A leading retail brand struggled with inconsistent customer experiences between online and in-store purchases.

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62