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

CX University

MARCH 18, 2024

The company leverages AI and machine learning to create custom and targeted experiences for customers based on their unique preferences, browsing history, and purchase behavior Benefits of Hyper-Personalization The shift towards hyper-personalization offers benefits for both businesses and customers. Customer Retention.

Customer Experience 52

Customer Experience Retail 2023 2022 52

GetFeedback

DECEMBER 21, 2018

Learn about the top two customer surveys for predicting and increasing customer retention. Anytime a customer cuts ties, you experience the negative impact of customer churn. Here are 40 customer retention statistics that reinforce the growing need for customer experience management.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

SurveySensum

JULY 21, 2023

Allocating resources to attract new customers is indeed expensive compared to nurturing and retaining your current customer base. That’s why here in this blog we will talk about the top 11 B2B customer retention strategies. That’s why we proudly maintain a remarkable 98% customer retention rate.

Customer Retention 52

Customer Retention B2B Net Promoter Score Touchpoint 52

West Monroe

APRIL 27, 2022

Although business-to-business (B2B) sales have traditionally relied on face-to-face interaction, change has been building. This shouldn’t be a surprise: 73% of those involved in B2B research and decision-making today are millennials, a generation well-known for its reliance on technology.

E Commerce 52

E Commerce E-support Multi-Channel B2B 52

West Monroe

APRIL 27, 2022

Although business-to-business (B2B) sales have traditionally relied on face-to-face interaction, change has been building. This shouldn’t be a surprise: 73% of those involved in B2B research and decision-making today are millennials, a generation well-known for its reliance on technology.

E Commerce 52

E Commerce E-support Multi-Channel B2B 52

ChurnZero

FEBRUARY 23, 2023

Further, additional sales with existing customers have a lower customer acquisition cost (CAC). That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. Yet what happens after the initial sale isn’t always top of mind for most businesses.

Management 52

Management Customer Retention Net Promoter Score Loyalty 52

ChurnZero

FEBRUARY 23, 2023

Further, additional sales with existing customers have a lower customer acquisition cost (CAC). That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. Yet what happens after the initial sale isn’t always top of mind for most businesses.

Management 52

Management Customer Retention Net Promoter Score Loyalty 52

CSM Practice

MAY 22, 2022

You see, this is a repeatable process that starts post-sales. Once a prospect becomes a customer, the wheels of the framework start turning. Hence, the Customer Success framework is the foundation to design and build your aligned processes. Why is it important to design a Customer Success framework ? . Onboarding.

Customer Success 59

Customer Success Customer Retention B2B Customers 59

ChurnZero

OCTOBER 5, 2021

Customer Success begins in Sales and needs to be part of your funnel. You should have a customer success funnel just like you have a sales funnel” @nrmehta dropping CS at @SaaStrAnnual. Pictured slide: integrating sales and customer success @jasonlk #saastrannual pic.twitter.com/yMHly4cEpB. saastrannual.

2021 95

2021 Customer Success B2B Customers 95

ChurnZero

JULY 8, 2022

Oh, by the way, what’s your customer retention?” It was the turn of the millennium, and I was raising a round for a B2B software company—one of four companies that I founded over the course of my 25-year career as a repeat entrepreneur. Tying variables to renewals and expansion emphasizes the main goals of customer success.

Metrics 98

Metrics Customer Retention Customer Success 2022 98

Team Support

OCTOBER 27, 2022

But if a business does commit fully, one of the greatest effects is a spike in retention. Customer retention and loyalty is the essential focus of good customer service – much like how the point of the high jump is to, you know, jump high. Hopefully it’s now clear that growing revenue isn’t just about new sales.

Customer Service 98

Customer Service Customer Retention 2022 Customer Centricity 98

delighted

JANUARY 20, 2022

This post is a guest contribution by Project Manager and B2B Copywriter, Lee Li Fang. No matter what industry a company is in, customer satisfaction is one of the most important measurements of success. The best way to ensure that your company is succeeding in this area is to collect and monitor customer opinions and sentiments.

Customer Satisfaction 52

Customer Satisfaction Metrics Measurement Net Promoter Score 52

Gainsight

APRIL 14, 2022

Though the pandemic isn’t exactly in the rearview mirror yet, we are beginning to understand the effect it’s had on B2B firms across the country — and around the world. One of the biggest paradigm shifts is an increased appreciation for the customer base. We can’t take our customers for granted — ever. Why NRR Matters.

Chief Customer Officer 59

Chief Customer Officer Customer Success Metrics Effort Score 59

SmartKarrot

MARCH 17, 2022

B2B businesses need to reward their loyal clients frequently. While B2C loyalty programs are quite popular, B2B SaaS companies have to keep certain best practices in mind. B2B companies need to focus on driving revenue and sales while incentivizing existing loyal customers. What is a B2B Customer Loyalty Program?

Loyalty Programs 10

Loyalty Programs B2B Loyalty B2C 10

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

PeopleMetrics

MAY 7, 2015

Imagine your customers—fragile and airborne—as they move between your company’s delivery teams. A Closer Look at the Transition From Sales to Delivery. We believe the customer experience starts before the customer is actually a customer. You can build “above and beyond” behaviors into your sales experience.

Customer Experience 94

Customer Experience Net Promoter Score B2B Telecommunications 94

Solvvy

JUNE 17, 2021

Premium Service for Premium Customers. Automation and personalization also serve an important role in retention, sales enablement, and upsell opportunities. High-value customers should receive preferential treatment to maintain customer retention.

Customer Experience 71

Customer Experience Magazine Document Customers 71

Retently

JUNE 28, 2022

Over time, the reviews and ratings of your enthusiastic customers can add up, rewarding you with stronger rankings, more traffic, more downloads, more sales, and as a result – more revenue. Meaningful loyalty programs not only drive customer retention by showing care towards existing customers.

NPS 148

NPS Net Promoter Score Feedback Social Media 148

Beyond Philosophy

NOVEMBER 10, 2014

In addition, higher levels of customer satisfaction are tied to high levels of positive cash flows with low volatility, and positive earnings surprises. Keeping Customers results in a high increase in value. Focusing on customer retention with a better Customer Experience will benefit your bottom-line expenses.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

Education Services Group

JUNE 18, 2019

What this means is that small businesses are an enormous opportunity for any B2B software as a service (SaaS) business. But how do you scale your B2B offerings to a smaller customer? The more customers you have, the more time-consuming and difficult that will be. Use Technology To Your Advantage.

B2B 40

B2B Customer Retention 2018 Customer Success 40

SmartKarrot

SEPTEMBER 18, 2020

In B2B SaaS or any other business per se, the competitive advantage is an attribute that allows a company to outperform its competitors. However, customer success is proving out to be one of the main for the B2B SaaS business model. The more customers you acquire, the more applicable becomes the customer success function.

Competitive Advantage 14

Competitive Advantage B2B Customer Success Loyalty Programs 14

Education Services Group

JUNE 29, 2019

Think about all the time, energy, and money you spend on attracting new visitors, pursuing new leads, and closing new sales — none of that applies to existing customers. So how do you put your efforts into keeping your existing customers happy? And how can Customer Success strategies help you get there?

Customer Success 40

Customer Success Connections Net Promoter Score Customer Retention 40

Retently

AUGUST 23, 2023

Some people argue that NPS® doesn’t work effectively for B2B companies. We argue the opposite — Net Promoter Score® is just as valuable for a B2B company as it is for a B2C brand. In fact, NPS can be a powerful tool — possibly the most powerful at your disposal — for improving B2B retention.

Net Promoter Score 148

Net Promoter Score B2B B2C NPS 148

PeopleMetrics

FEBRUARY 26, 2018

It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS). If you are focused on customer retention, then you need to know the answer to?the

NPS 96

NPS Net Promoter Score Feedback Roadmap 96

Totango

MAY 7, 2024

Both CS and Sales leaders agree: Retention is the #1 priority. Achieving higher retention requires close alignment between CS and Sales teams, yet 87% of CS and Sales leaders told us there’s significant room for improvement in their collaboration. But there’s a problem. Use your words Talk to each other!

Sports 97

Sports Sales 2024 Net Promoter Score 97

Lumoa

JUNE 14, 2023

Its lean and straightforward formula for measuring customer contentment has made this metric a veritable “gold standard” in the customer experience space. According to CustomerGauge’s 2022 report , NPS sports an impressive 41% trust rating among B2B businesses – higher than any other rating system of its kind!

NPS 83

NPS Customer Centricity Loyalty Presentation 83

SurveySensum

SEPTEMBER 4, 2023

Asking the right questions at the right time helps you see if your customers are happy, if they have any problems, or if they want something new. This info is super helpful as it identifies pain points, makes improvements, enhances users’ experience, and ensures effective SaaS customer retention.

NPS 52

NPS Demo Feedback User Experience 52

LiveChat

SEPTEMBER 19, 2018

Customer complaints about issues you could’ve fixed a long time ago, or features you should already implemented. Poor customer retention – customers can’t engage with you. Convincing customers to come back to you. Your recurring revenue model won’t work if you can’t keep your customers around.

Customer Success 106

Customer Success Management Sales Customers 106

ProProfs Chat

MAY 6, 2020

Importance of Customer Experience Statistics. Improving Customer Experience Statistics. Marketing Customer Experience Statistics. B2B Customer Experience Statistics. Retail Customer Experience Statistics. Mobile Customer Experience Statistics. Customer Experience Drives Sales Statistics.

2020 66

2020 Customer Experience E Commerce E-support 66

Totango

DECEMBER 10, 2019

As part of a successful B2B enterprise, you understand the importance of your customers. New customer acquisition is at the heart of most traditional business models. In the customer-centered economy, however, retained customers are as good as gold. . How to Increase Customer Retention for B2B Companies .

Customer Retention 64

Customer Retention B2B Voice of Customer Metrics 64

CSM Practice

JULY 6, 2020

For these companies, any revenue lost to churn is recovered through the expansion of the customer. In this one, we are going to focus on how SaaS companies can leverage their customer base to drive more revenue through expansion during Coronavirus. The New SaaS Sales Environment during COVID-19. The Shift to Remote Work.

Sales 71

Sales Customer Success Connections Customer Base 71

CSM Practice

JULY 6, 2020

For these companies, any revenue lost to churn is recovered through the expansion of the customer. In this one, we are going to focus on how SaaS companies can leverage their customer base to drive more revenue through expansion during Coronavirus. The New SaaS Sales Environment during COVID-19. The Shift to Remote Work.

Customer Success 71

Customer Success Sales Connections Customer Base 71

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 has published the training e-manual “Five Steps To The More Loyal Customers” and has had numerous articles published and products produced on customer retention, satisfaction, and loyalty.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

LiveChat

JANUARY 3, 2019

When your business grows, your customer base grows too. And one day you might notice that your customer service team is not able to catch up with all incoming inquiries and if you want them to keep up the good work, you need to hire new people. Top tips to master B2B lead generation using live chat.

2018 59

2018 Blog B2B 2014 59

Gainsight

JUNE 2, 2022

Gainsight is not just about customer success. We are about Net Revenue Retention (NRR) and customer retention. As Confluent’s CCO, he joined to unite Customer Success, Sales Engineering, and Account Management to ensure customers are successful as they move up the event streaming maturity curve.

2022 52

2022 Chief Customer Officer Innovation Connections 52

Customer Bliss

OCTOBER 11, 2018

In this interview, Jay also shares examples from 3 companies (B2C and B2B) who’ve successfully operationalized talk triggers that keep their businesses booming and customers talking. The employment of these triggers means these companies don’t have to rely on paid advertising to grow and reach new customers.

Chief Customer Officer 107

Chief Customer Officer Advertising Books Customer Journey 107