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

Totango

MAY 14, 2021

Customer retention is the keystone in any customer success strategy. There are many different types of customer retention metrics that one can track. Which customer retention metrics have the biggest impact on your business? Customer Retention Rate. Customer Growth Rate.

Customer Retention 65

Customer Retention Metrics Net Promoter Score E-support 65

Totango

APRIL 30, 2021

Comparing the cost of customer retention versus customer acquisition underscores why retaining clients is so important. Here’s how to calculate both kinds of costs and why retention should form part of a profitable business strategy. Calculating the Cost of Customer Acquisition. Web design and maintenance.

Customer Retention 63

Customer Retention Social Media Advertising Customers 63

Pointillist

JUNE 15, 2018

Much of the marketing world is still focused on customer acquisition, but to improve customer retention will yield f ar better ROI and cost about 5-25X less than customer acquisition. What is Customer Retention? Why Customer Retention Matters. My Customer Retention ?

Customer Retention 110

Customer Retention Loyalty Programs Customer Journey Loyalty 110

One Millimeter Mindset

AUGUST 29, 2018

Ah, the impact of experience conflicts on the performance of our customer retention strategy. That “something” completely disrupts customer experience equilibrium. Perhaps experience conflicts are more important when detected prior to acquiring customers than they are when they occur during post-sale execution?

Customer Retention 60

Customer Retention Workshop Sales Innovation 60

Optimove

JUNE 22, 2020

Using loyalty data to power customer retention and reactivation. This is just one methodology ( with three more to download ) that demonstrates how marketers can easily use Optimove to discover customer insights, test their hypotheses, and optimize their CRM campaigns. How’d they do it, you ask?

Customer Retention 52

Customer Retention Loyalty Loyalty Programs Retail 52

CustomerSuccessBox

APRIL 19, 2021

The real skill behind customer retention is helping customers achieve success. It would be great if you could rely directly on customer feedback to understand their satisfaction levels but more often than not these satisfaction surveys are lagging indicators. By then 50% of your customer base has already churned.

Customer Retention 52

Customer Retention Net Promoter Score NPS Metrics 52

SurveySensum

SEPTEMBER 5, 2023

By prioritizing an outstanding customer experience, you not only boost SaaS customer retention but also harness the promotional power of your satisfied users, ultimately growing your business. But what more can an exceptional SaaS customer experience bring to the table?

Insights 52

Insights Customer Experience Metrics NPS 52

ShepHyken

FEBRUARY 16, 2018

This week we feature an article by Daniel Bakst who explains why competitive benchmarking is key to better serving your customer base. – Shep Hyken. Contextualizing your brand’s place amongst competitors in the industry you encompass is vital to creating a leading Customer Experience.

Blog 86

Blog Measurement Customer Centricity Article 86

Gainsight

DECEMBER 2, 2019

Bookmark this collection of resources all about customer retention and stop churn in its tracks. Customer retention is one of the biggest metrics in SaaS and a key component in any SaaS company’s strategy. Cultivating a high retention rate will set you up for long-term success. What is Customer Retention?

Customer Retention 52

Customer Retention Webinar Chief Customer Officer Metrics 52

Gainsight

DECEMBER 10, 2018

Before you say, “ thank u, next ” to 2018, check out Gainsight’s top blog posts, webinars, and resources of 2018. Top 5 Customer Success Blog Posts of 2018. You can’t have a business without a product and you can’t maintain a customer base without Customer Success. Click here to read the blog.

Webinar 71

Webinar Blog Customer Success Net Promoter Score 71

Totango

MAY 17, 2024

Leading companies and CS teams are paving the way by providing innovative solutions that leverage AI technologies to accelerate impact and drive customer retention and growth. AI applied in the platform provides automated account summary insights, saving valuable time and effort. Tools like Chorus and Gong.io

Innovation 96

Innovation Call Recording Government Customer Success 96

Retently

MAY 15, 2024

Have you ever read an online newspaper, blog or magazine only to be asked for your feedback as a reader? Most of us associate customer feedback with, well, customers. You’ll discover strengths, weaknesses and acquisition opportunities Customer retention is one aspect of driving revenue for your business.

Net Promoter Score 78

Net Promoter Score NPS Feedback Metrics 78

Lumoa

AUGUST 25, 2020

You can’t grow your business without expanding your customer base. However, should your marketing budget be more focused on customer acquisition or retention is a tough question and one that will eventually define your growth. It is easier and also cheaper to retain existing customers than onboard new ones.

Customer Retention 83

Customer Retention Loyalty Programs Social Media Loyalty 83

Totango

NOVEMBER 8, 2023

Enterprise businesses can now use their critical product usage data from Pendo and Mixpanel in their Totango experience to design optimal customer journeys, improving product adoption and customer retention. Now that we have more granular usage data available in Totango, my team will be able to do so much more with the platform.

Customer Retention 92

Customer Retention Customer Success Events Customer Journey 92

BirdEye

OCTOBER 27, 2023

Have gated content For a deeper dive into these strategies, read through our detailed blog. Table of contents What is customer acquisition? Why is customer acquisition important? How do you optimize customer acquisition? What is customer acquisition cycle? What is a customer acquisition strategy?

Social Media 57

Social Media Multi-Channel Advertising Customer Retention 57

Optimove

MAY 27, 2024

Key Takeaways: Putting an end to rigid, event-led campaigns Before Optimove, DAZN had a CRM strategy in place that was comprised of rigid, event-led campaigns and limited segmentations, which were based on just one type of customer interest.

Sports 52

Sports Events Download Insights 52

Totango

JUNE 15, 2022

We’ve been here before, however, and we know that during uncertain times, protecting your customer base is the most important thing you can do for your business. Customer retention is the lifeblood of recurring revenue enterprises, no matter what the external economic circumstances may be.

Customer Success 102

Customer Success Customer Relationships Communication Customer Retention 102

BirdEye

SEPTEMBER 11, 2023

With Artificial Intelligence (AI)-based solutions, improving customer experience is achievable and scalable. In this blog post, we explore how businesses can drive delight in their customers with AI-driven customer experience models. Table of contents What is AI-driven customer experience?

Customer Experience 112

Customer Experience Social Media Multi-Channel Omnichannel 112

Education Services Group

JUNE 18, 2018

How do I increase customer retention? Although the answer is multilayered and complex, one of the essential building blocks to answering it includes Customer Success Managers (CSM). A career field that barely existed five or so years ago, CSMs make up ground zero for all CS functions — that includes keeping customers.

Customer Retention 45

Customer Retention Customer Success White Paper Management 45

ClientSuccess

DECEMBER 5, 2022

Here are some top advantages that CABs can offer your company: • Strengthen relationships with key customers. Increase customer satisfaction, retention, and loyalty. Receive invaluable customer feedback on products, services, and strategies. Gain insights into customer needs in order to develop better offerings.

Customer Success 87

Customer Success Social Media Customer Journey Feedback 87

Optimove

MAY 25, 2023

When customers stick around, they keep generating revenue for your business – long-term. By focusing on customer retention, you reduce churn and flip one-time buyers into loyal brand advocates. Revenue that keeps on giving : Increasing customer retention by a mere 5% can boost profits by a whopping 25% to 95%.

Multi-Channel 52

Multi-Channel Customer Journey Mapping Touchpoint Customer Retention 52

Win the Customer

SEPTEMBER 12, 2023

Traditional businesses often face the challenge of adapting to new customer expectations and technologies. Even long-established businesses can embrace change and revolutionize their customer interactions. In this blog post, we’ll explore strategies that traditional businesses can adopt to innovate in customer experience.

Innovation 59

Innovation Customer Experience Loyalty Programs Customer Centricity 59

Storyminers

JULY 29, 2016

So how do you ensure your brand is retaining its precious customer base? We decided to ask experts one question: What is your most effective customer retention strategy for B2C brands? . The insights and strategies we received from these 24 experts were enlightening. VP of Customer Experience, Compellon.

B2C 49

B2C Customer Retention Brands Social Media 49

GetFeedback

JUNE 3, 2019

It’s easy for a product team to say that customers want a specific feature, but if the data isn’t there, it won’t mean as much to your customer base. Building something that has little interest from your customers is a waste of time and effort, for the most part. Benefit 4: increase customer retention.

Customer Satisfaction 170

Customer Satisfaction Magazine Customer Retention Customers 170

Pointillist

MARCH 20, 2020

After changing the language in this specific IVR node, more customers make their payment within the IVR, which leads to a reduction in IVR leakage, call volume and call center costs. The CX team leverages this insight to prioritize a project to improve the user experience of their mobile app.

Customer Journey 70

Customer Journey Insights NPS Banking 70

Totango

MAY 6, 2021

What is customer retention ? We’ll discuss what customer retention means as a concept, as a strategy and as a metric. And we’ll offer an eight-step path to increasing customer retention by following best practices and leveraging the power of automation. What Is Customer Retention?

Customer Retention 74

Customer Retention Net Promoter Score Customer Journey Reference 74

One Millimeter Mindset

MARCH 7, 2019

Do you retain employees as a critical part of your customer retention strategy? Do I need to tell you I had one of the highest customer retention rates, year over year? Or, can your customers count on working with the same people, over time, to drive customer success and customer retention?

Customer Retention 68

Customer Retention Workshop Sales Leadership 68

CX University

MARCH 18, 2024

By analyzing this wealth of data using sophisticated algorithms, businesses can gain deep insights into individual customer preferences, behaviors, and intent. This allows them to create highly targeted and relevant experiences that resonate with customers on a personal level. Customer Retention. link] Apiway.

Customer Experience 52

Customer Experience Retail 2023 2022 52

Totango

FEBRUARY 11, 2022

Why Take B2B Customer Experience Seriously? Customer experience has a significant impact on customer retention rates as has been shown by several studies conducted on B2C relationships. Start by developing an effective B2B customer experience strategy using these three simple steps.

B2B 108

B2B Customer Experience B2C Net Promoter Score 108

Totango

JULY 22, 2022

For example, one track is dedicated to driving engagement, and features several email campaign templates that can be customized to help you share positive customer case studies, win back users that have stopped using your product, or invite customers to digital events like webinars or training sessions. . Overall NPS score.

Communication 101

Communication NPS Metrics Engagement 101

Feedbackly

NOVEMBER 10, 2022

EVI® data gives you valuable insights into customer behavior and preferences. Through customer emotions, you can identify the strengths and weaknesses in your CX strategy. You understand how they feel about customer service, product quality, after-sales service, brand image, and everything in between through EVI®.

Customer Journey 98

Customer Journey Metrics Touchpoint Measurement 98

Totango

JUNE 28, 2022

But during an economic downturn , when companies are cutting costs and putting a halt on investing in new products, the CMO’s focus has to switch from facilitating growth through new customers to promoting growth via the company’s current customer base. . Maximize Your Return on Investments.

Return on Investment 74

Return on Investment Competitive Advantage ROI Communication 74

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%. Customer Success improves net revenue retention (NRR).

Customer Success 98

Customer Success Touchpoint Customer Centricity Customers 98

Thematic

JUNE 13, 2023

With the right Voice of Customer tools in place, the answers are at your fingertips. VoC tools capture customer feedback, storing it in one place. Then, they turn it into actionable insights that drive data-backed business decisions. VoC tools allow you to gather customer feedback.

Voice of Customer 62

Voice of Customer Net Promoter Score Customer Experience Social Media 62

SurveySensum

NOVEMBER 6, 2023

So, with this blog, we will delve deeper into the right NPS methodology that will help you turn your NPS feedback into action. Its importance lies in the fact that It is a simple survey that makes it easy for customers to respond, and for businesses to interpret and act on the feedback. What is NPS? But Why is NPS Important?

NPS 52

NPS Feedback Loyalty Customer Satisfaction 52

Totango

APRIL 5, 2022

It can make your NPS surveys more efficient by performing a number of functions, such as: Segmenting your respondents based on criteria you select so you can zero in on a particular part of your customer base. Customizing your survey with additional response fields. Branding your survey.

NPS 102

NPS 2022 Net Promoter Score Multi-Channel 102