ViiBE Blog

AUGUST 18, 2021

According to KPMG, 86% of loyal customers will recommend a brand to their social circle. Since repeat business brings in more revenue over time than single-visit customers, it’s crucial to retain a regular customer base. There are several ways to identify your customer’s expectations. Download now.

Customer Centricity 52

Customer Centricity Net Promoter Score 2021 E-support 52

Lumoa

SEPTEMBER 11, 2023

Criteria like your company’s Net Promoter Score (NPS) or Customer Satisfaction Score (CSAT) will give you a fair idea of what customers’ opinions are like. Creating customer personas and mapping customer journeys is another vital facet of customer experience strategy, which we will explore in more detail later on.

Definition 83

Definition Customer Experience Net Promoter Score NPS 83

Lumoa

SEPTEMBER 11, 2023

Criteria like your company’s Net Promoter Score (NPS) or Customer Satisfaction Score (CSAT) will give you a fair idea of what customers’ opinions are like. Creating customer personas and mapping customer journeys is another vital facet of customer experience strategy, which we will explore in more detail later on.

Definition 83

Definition Customer Experience Net Promoter Score NPS 83

Kustomer

JUNE 7, 2023

A comprehensive CX playbook is designed to facilitate a streamlined customer journey, starting from initial discovery all the way through to retained customer loyalty. Like any playbook, it should contain a stock of methods and go-to tips firms use to provide great customer service and create their ideal CX.

Financial 98

Financial Banking Social Media Customer Satisfaction 98

ChurnZero

JANUARY 10, 2022

SaaS customer onboarding makes or breaks your customer retention. It has a long-lasting impact on your customer and deep ties to their likelihood to churn. For this reason, unlocking the optimal SaaS customer onboarding experience is invaluable. Define Key Onboarding Events, Correlate Them to Customers’ Success.

Metrics 98

Metrics Customer Success Sales Events 98

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

ChurnZero

AUGUST 28, 2020

SaaS onboarding makes or breaks your customer retention. Onboarding has a long-lasting impact with deep ties to a customer’s likelihood to churn. Exactly how do you get customers to embrace your product instead of merely moving (erm, politely pushing) them through the motions and hoping for adoption?

Customer Journey Mapping 59

Customer Journey Mapping Download Customer Success Metrics 59

ChurnZero

AUGUST 25, 2021

However, there are still some key things to keep in mind when you identify the passives in your customer base: They’re satisfied. If a customer is only satisfied with a product, that doesn’t mean they’ll necessarily recommend it to someone else. Customer Success Around the Web. ChurnZero Resource. NPS Cheat Sheet.

NPS 98

NPS Net Promoter Score Customer Journey Mapping Customer Satisfaction 98

Education Services Group

AUGUST 27, 2018

Read about this study and others in our white paper, Neuroscience and Customer Success. Download now! Unlike computers, they recognize and respond to customers’ hidden, and powerful, emotional responses. Download our Neuroscience and Customer Success white paper. Learn More! THE PERFECT RECIPE.

White Paper 51

White Paper Download Customer Success 2015 51

Circular Edge

DECEMBER 13, 2022

Drive customer retention with strategies based on historical, multi-year analyses. Building relationships with customers and delivering consistent, personalized offerings drives retention and predictable recurring revenue. Product teams can craft enhancements that differentiate your offerings and drive retention.

Competitive Advantage 52

Competitive Advantage Multi-Channel 2022 Insights 52

BirdEye

NOVEMBER 19, 2020

Surveys can help you collect in-depth feedback from a wide segment of your customer base. This feedback can help you gauge overall customer satisfaction and gather in-depth information about specific issues in customer experience. It can also help to bolster customer satisfaction and loyalty. Online Surveys.

Net Promoter Score 98

Net Promoter Score Marketing Social Media NPS 98

Ecrion

OCTOBER 24, 2019

Have you noticed that your customer retention rate has gone way down in the past few months? Have you received customer feedback that leads you to believe your clients don’t feel valued, known on an individual level, or that they can’t seem to get an effective solution to their problems with your company?

Omnichannel 45

Omnichannel Document Communication Social Media 45

Education Services Group

JULY 30, 2018

At the end of the day though, when your segmentation is on point, you won’t see customer loss and stagnated growth. So if you aren’t seeing the results you expect, it’s time to take a long hard look at how you’re segmenting your customer base. Download our white paper, Success Through Segmentation. Download now!

White Paper 53

White Paper Download Blog Metrics 53

CustomerSuccessBox

MAY 25, 2021

Have you ever heard any SaaS founder or VP -CS saying,” I‘m okay with losing a few customers every month?”. That’s because Customer Retention is critical. Customer retention is critical — particularly for B2B SaaS companies. Retaining a customer is way more profitable than acquiring new ones. .

Customer Retention 52

Customer Retention Metrics Measurement B2B 52

CSM Magazine

FEBRUARY 6, 2019

But how can you track an individual customer’s lifetime journey to prove their value? Call tracking from providers such as Mediahawk tracks all online to offline interactions, providing seamless information on the entire customer journey. Personalize the Customer Experience by Tracking Offline Conversations.

Customer Service 51

Customer Service Omnichannel Social Media Sales 51

ChurnZero

AUGUST 25, 2021

However, there are still some key things to keep in mind when you identify the passives in your customer base: They’re satisfied. If a customer is only satisfied with a product, that doesn’t mean they’ll necessarily recommend it to someone else. Customer Success Around the Web. ChurnZero Resource. NPS Cheat Sheet.

NPS 52

NPS Net Promoter Score Customer Journey Mapping Customer Satisfaction 52

Education Services Group

JUNE 29, 2019

In fact, Frederick Reichheld of Bain & Company (inventor of the Net Promoter Score) has shown through research that increasing customer retention rates by just five percent can boost profits anywhere from 25 to 95 percent. 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

Method:CRM

JULY 29, 2022

Increase customer lifetime value. Customer lifetime value (CLV) is the total worth of a customer based on all the transactions they will complete with your business. Since customer retention is cheaper than customer acquisition, high CLV ensures sustainable business growth.

2023 52

2023 Customer Service Customer Relationship Management Sales 52

SurveySensum

OCTOBER 17, 2023

Ultimately, all these limitations and issues drove her to seek more customer-friendly financial alternatives, leaving the NBFC with a lost opportunity and a dissatisfied former client.’ NBFCs have a multitude of limitations and issues that affect their customer retention and satisfaction.

Feedback 52

Feedback Management NPS Customer Satisfaction 52

ChurnZero

JUNE 17, 2022

Over the last year even more, because it is known that onboarding sets the tone for a customer’s entire lifecycle. Customer retention, churn prevention, all of those efforts start at the very beginning. As soon as a customer signs a contract and onboarding kicks off, retention should be underway.

Metrics 98

Metrics Definition Engagement Measurement 98

Comm100

FEBRUARY 5, 2018

When pooled together, this information makes up a database of all the transactional, navigational, and support-based contact that a customer has had with a business, effectively summarizing that customer’s relationship with the company. Free Download] Live Chat Benchmark Report 2018. Download Now.

Social Media 49

Social Media Customer Engagement Engagement Marketing 49

ChurnZero

APRIL 12, 2019

Q: What do you see as the main differences (if there are any) between the Customer Success (CS) and Customer Experience (CX) practice? A: Customer Success teams are typically responsible for driving specific outcomes related to customer retention and growth of customer relationships.

Customer Centricity 14

Customer Centricity Customer Success Net Promoter Score B2B 14

ChurnZero

JUNE 17, 2022

Over the last year even more, because it is known that onboarding sets the tone for a customer’s entire lifecycle. Customer retention, churn prevention, all of those efforts start at the very beginning. As soon as a customer signs a contract and onboarding kicks off, retention should be underway.

Metrics 52

Metrics Definition Engagement Measurement 52

Education Services Group

MAY 27, 2022

Below is a snapshot of a very basic, semi-automated report built-in Excel that gives you an overall picture of your current customer coverage, with the ability to filter by specific geographic regions. Psssttt…you can download this template at the bottom of the page!). Don’t let the Customer Success Plan become outdated.

Customer Success 52

Customer Success Metrics Document Customers 52

Qualtrics

OCTOBER 28, 2020

Know your customers on a deeper level and improve your business sales growth and bottom-line with customer intelligence. What is customer intelligence? Customer data is information about a customer’s activity that happened at a specific time and customer journey touchpoint. Customer retention.

Multi-Channel 34

Multi-Channel Social Media E-support Customers 34