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

SurveySparrow

JANUARY 7, 2021

Whatever situation your customer faced, the value of providing a great customer experience hasn’t changed a bit for businesses. In fact, brands started to put more attention on improving their customer engagement. Customer Engagement in Pre-Covid World. So, what’s the wait?

Customer Engagement 52

Customer Engagement Engagement Social Media Net Promoter Score 52

Retently

MAY 9, 2024

Boosting your B2B customer retention rates is incredibly important for nurturing a sustainable business. It’s a thrill to land a new customer, no doubt. Many companies get caught in this cycle because they prioritize new customer acquisition so heavily that they overlook how many customers they’re losing along the way.

Customer Retention 78

Customer Retention B2B Customers Loyalty Programs 78

Totango

JUNE 17, 2021

Customer segmentation is a method of customizing customer interactions by dividing customers into categories based on specific characteristics. You can segment customers based on virtually any characteristic or behavior, including: User demographics. Customer Health Score.

Definition 71

Definition B2B Customer Journey Mapping Customer Journey 71

Waypoint Group

MARCH 27, 2019

A TopBox-client since 2015 asked us to help them predict future financial outcomes based on the operationalized B2B-customer feedback data that they had been harvesting over the past 4 years. 69% of the customer-accounts that didn’t grow (accounts with 0% growth) over the last 4 years were also silent. And by how much?

NPS 40

NPS Financial B2B Feedback 40

Team Support

DECEMBER 8, 2023

Outline the essential features you require, such as knowledge base capabilities, live chat, omnichannel support, and integrations. Scalability Opt for customer support software that can grow with your business. As your customer base expands, your support needs will likely evolve. Ready to Explore Your Best Options?

Omnichannel 105

Omnichannel Social Media Customer Satisfaction Customer Centricity 105

Gainsight

NOVEMBER 18, 2019

According to a B2B Marketing survey, two-thirds of marketers are making CX a priority in the next twelve months. More than a quarter of those surveyed are prioritizing CX before the year-end, largely because CX is set to become the most influential factor in customers’ minds as they sort through their options in saturated markets.

B2B 12

B2B Metrics Measurement Competitive Advantage 12

Customer Bliss

SEPTEMBER 12, 2017

Rachael walks us through her path to provide Cisco with crucial information that created insights around Cisco’s customer base — and how she is building capabilities inside the organization to value customers, show impact, and focus on their priorities. . Episode Overview. About Rachael. There were — happily!

2007 0

2007 B2B Leadership Events 0

ChurnZero

OCTOBER 5, 2021

Another one of our favorite moments was our Founder, You Mon Tsang’s well attended session on the “ Top Customer Metrics For Your Board and Investors and How to Nail Them with ChurnZero’s CEO.” Unit economics can become your most powerful weapon to rapidly scale your customer base. saastrannual.

2021 95

2021 Customer Success B2B Customers 95

Influitive

MAY 15, 2015

The problem is, many B2B community managers are unsure about how to get started. Your roadmap should also include the metrics you’ll use to identify success. There are many quantitative metrics that you can apply to your community if you look hard enough. Number of interactions and engagement. Look at the numbers.

ROI 61

ROI B2B Roadmap Download 61

Totango

OCTOBER 2, 2020

A business model dependent on new customer acquisition will struggle when companies inevitably try to slim spending down during a downturn. It is an example worth following in the B2B recurring revenue sector. You may need to change the metrics used to determine things like customer health scores to reflect these new realities.

Customer Retention 118

Customer Retention Customers Communication Metrics 118

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

BirdEye

NOVEMBER 20, 2023

We’re living in an era of customer engagement, where every delighted client can become your best marketer. This strategy transforms satisfied customers into brand champions who actively refer new business. It streamlines the process of managing referrals, loyalty programs, and customer feedback, all in one platform.

E Commerce 63

E Commerce Marketing Multi-Channel E-support 63

Education Services Group

FEBRUARY 26, 2020

We see a lot of companies over-rotate on Digital Customer Success by trying to automate everything. This can work if your product is super simple (think Spotify or Netflix), but in our experience, most products are just not that easy to navigate (especially in the B2B SaaS world). Getting Started with Digital Customer Success.

Customer Success 75

Customer Success Metrics Document Customers 75

CustomerSuccessBox

APRIL 19, 2021

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. Consumption Metric . Customer Engagement. Basic Telemetry.

Customer Retention 52

Customer Retention Net Promoter Score NPS Metrics 52

CustomerSuccessBox

JUNE 20, 2022

A customer succes software is specialized software that takes the customer data from your existing tech stack to provide you with a 360-degree view of your customers and their account health. In general, this tool offloads the heavy work of tracking and managing all the customer success metrics. Growth Stage SaaS.

Customer Success 52

Customer Success Net Promoter Score Multi-Channel ROI 52

ClearAction

MARCH 24, 2017

Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. It’s about viewing VoC itself and VoC actions and metrics as value chains. Value chain thinking is extremely valuable in customer experience management. What is a value chain? ” .

ROI 48

ROI B2B Metrics Culture 48

ClearAction

JULY 23, 2023

B2B Customer Experience Governance Lynn Hunsaker B2B customer experience governance can generate stronger growth when it’s tied-in to the way that B2B ecosystems work. B2B firms often have dedicated sales teams who pursue strong relationships with customers. Silo Focus for B2B CXM Governance 2.

Government 62

Government B2B Customer Experience Customers 62

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. By doing so, you can nurture lasting relationships and drive customer loyalty.

Customer Retention 52

Customer Retention B2B Net Promoter Score Touchpoint 52

ChurnZero

JULY 2, 2020

The term “customer-first” gets thrown around and cited often in the B2B world. The challenges to becoming a customer-centric company are not easy to overcome alone. It takes a village to raise a customer-centric company. Your entire organization must invest in rallying around the customer.

Customer Centricity 98

Customer Centricity Chief Customer Officer Webinar Sports 98

Totango

OCTOBER 8, 2020

In B2B terms, it is still possible to maintain your customer relationship and even improve customer retention during uncertainty, but you will need to focus on five key steps: Understand Your Customer. COVID-19, as with all major market disruptions, can lead to customer behaviors that seem hard to comprehend from afar.

Customer Retention 63

Customer Retention Customer Success B2B Customers 63

ProProfs Chat

JUNE 21, 2019

.” It’s as simple as not allowing your customers to leave and switch to the other brand. According to Oracle’s 2013 Commerce Trends survey, 42% of respondents say customer retention is a top metric by which they measure success. All you want to focus on at this stage is growing your customer base.

Customer Retention 63

Customer Retention Retail 2013 Loyalty 63

Beyond Philosophy

NOVEMBER 10, 2014

Your existing customers are far easier to upsell. According to Marketing Metrics , you have a much higher probability to sell your existing customers than a new prospect, at 60 to 70% versus 5 to 20%, respectively. A B2B Telecom reduced costs by 36% and increased revenues by 7%. So, there you have it.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

Lithium

AUGUST 8, 2018

The Lithy Awards mark one of our favorite times of the year: a chance for your brand to celebrate, get recognized and honored for your successes and achievements in digital customer engagement. Demonstrate how leveraging technology has powered a successful holistic approach to delivering world-class digital customer experiences.

2018 40

2018 B2C Social Media B2B 40

Lithium

AUGUST 8, 2018

The Lithy Awards mark one of our favorite times of the year: a chance for your brand to celebrate, get recognized and honored for your successes and achievements in digital customer engagement. Demonstrate how leveraging technology has powered a successful holistic approach to delivering world-class digital customer experiences.

2018 40

2018 B2C Social Media B2B 40

Lithium

AUGUST 8, 2018

The Lithy Awards mark one of our favorite times of the year: a chance for your brand to celebrate, get recognized and honored for your successes and achievements in digital customer engagement. Demonstrate how leveraging technology has powered a successful holistic approach to delivering world-class digital customer experiences.

2018 40

2018 B2C Social Media B2B 40

CustomerSuccessBox

DECEMBER 28, 2021

B2B customer segmentation best practices. The best practices outlined below will help you optimize your segmentation schemes so that you deliver a superior customer experience while prioritizing your resources. The post Boost Customer Engagement Through User Segmentation in B2B SaaS appeared first on.

B2B 52

B2B Customer Engagement Engagement Customer Success 52

SurveySparrow

FEBRUARY 22, 2024

Analytics and Reporting: Gaining Insights into Customer Behavior We learned about the importance of personalization, and for that, you need to analyze the customer data. Having this feature can help you understand crucial metrics like customer lifetime value , churn rate, and engagement levels.

Customer Retention 52

Customer Retention 2024 E-support Loyalty Programs 52

SurveySparrow

MARCH 21, 2023

This is especially true of the B2B customer experience. B2B customers don’t just want you to meet their expectations; they want you to exceed them – every single time. You can only “sweeten the deal” for your customers by offering a superior B2B experience. Why is customer experience in B2B important?

B2B 52

B2B Customer Experience B2C Social Media 52

Waypoint Group

MAY 8, 2018

Announcing our latest research-driven whitepaper: The “Silver Bullet” to Customer Health Scoring. But because today’s popular CHS methods generally rely on sophisticated modeling that is unique to each business, most “Customer Success” practitioners have found such scores to be incomplete, misleading, and difficult to action.

B2B 40

B2B Reference Books Download 40

Totango

APRIL 14, 2020

The digital transformation of business has finally given enterprises the power to deliver on the potential of B2B customer segmentation. Organizations need to segment customers based on how world events such as COVID-19 affect them. What is B2B Customer Segmentation? Get as Granular as You Need.

B2B 71

B2B Metrics Customer Success Customers 71

Education Services Group

JUNE 29, 2019

Losing five percent of your customers to churn every month may seem small, but it means you’re turning over nearly half of your customers every year — customers that you’ll have to earn back at a much greater cost. Is it the number of machines your customer has downloaded your product on?

Customer Success 40

Customer Success Connections Net Promoter Score Customer Retention 40

InteractionMetrics

NOVEMBER 11, 2019

With a DIY Customer Survey, some of the areas you’ll need to address are data accuracy, objectivity, customer engagement, and overall ease of use. The purpose of this post is to walk you through the details you need to consider so that your DIY customer survey is a success! Tactical Versus Strategic.

Customer Satisfaction 40

Customer Satisfaction Feedback Customers B2B 40

InteractionMetrics

NOVEMBER 11, 2019

With a DIY Customer Survey, some of the areas you’ll need to address are data accuracy, objectivity, customer engagement, and overall ease of use. The purpose of this post is to walk you through the details you need to consider so that your DIY customer survey is a success! Tactical Versus Strategic.

Customer Satisfaction 40

Customer Satisfaction Feedback Customers B2B 40

Education Services Group

SEPTEMBER 24, 2019

Gone are the days when B2B companies could survive just by sending sales people out to chase down new customers. In today’s subscription-based SaaS world, it’s just as important to focus on keeping your existing customers as it is on acquiring new ones. You renew them at their existing level.

Customer Success 45

Customer Success Customers B2B Sales 45

SmartKarrot

JULY 17, 2023

In this write-up, let us explore the struggles of a business using Salesforce or other similar CRM tools for managing their customer success because for any serious business CRM alone is not enough! This enables the business to know and understand its customers at a deeper level.

Customer Success 10

Customer Success Customer Relationship Management Social Media Customer Relationships 10

SmartKarrot

APRIL 18, 2023

.”- Robert Half Scaling a customer success team is essential for Saas and technology companies to be able to successfully derive value to customers through their product and service offerings. Customer Satisfaction (CSAT) : This measures customers’ satisfaction with the company’s products or services.

Customer Success 10

Customer Success Net Promoter Score Touchpoint Measurement 10