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

SurveySensum

JANUARY 12, 2024

The emphasis is now on creating personalized experiences that resonate on a personal level, recognizing each customer’s individuality. And as consumers are increasingly seeking meaningful engagements, businesses must incorporate empathy and personalization into their customer feedback mechanisms.

Feedback 52

Feedback Engagement Customer Journey Mapping Social Media 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. Engage your promoters.

Net Promoter Score 52

Net Promoter Score Customer Retention NPS Social Media 52

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

Experience Investigators by 360Connext

JANUARY 5, 2022

Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. You also included less structured measurements, like what customers were telling you in user reviews.

2022 369

2022 Customer Experience Customer Journey Mapping Customer Journey 369

InMoment XI

OCTOBER 10, 2023

On the other hand, customer service metrics dive deep into the intricacies of customer interactions. They are the magnifying glass that reveals the finer details of how a business engages with its customers. A high NPS indicates that you have a large number of promoters, signaling strong customer loyalty.

Metrics 260

Metrics Net Promoter Score Customer Service Effort Score 260

SurveyGizmo

DECEMBER 21, 2022

Instead, let’s cut right to the chase: Retargeting the right customers at the right time and in the right place is the ultimate key to driving mobile customer engagement. Now, it might sound like common sense to say, “just retarget your customers to boost engagement,” but let’s break down what this actually means.

Customer Engagement 52

Customer Engagement Feedback Engagement Roadmap 52

West Monroe

APRIL 28, 2024

Despite these uncontrollable forces, we find that in most cases, key retention issues stem from one (or more) of these addressable areas. Despite these uncontrollable forces, we find that in most cases, key retention issues stem from one (or more) of these addressable areas.

Customer Retention 52

Customer Retention 2023 Roadmap Sales 52

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. Performance.

B2B 108

B2B Customer Experience B2C Net Promoter Score 108

Thematic

APRIL 17, 2019

How to Use Insights To Drive Product Roadmap. Alyona: So what was your approach for taking insights from all these sources and using them to drive the product roadmap? As you start to build out your product roadmap, the team asks themselves: What are we hearing all of the time? Alyona: Awesome. Alyona: Super interesting.

Roadmap 54

Roadmap Customer Insights Insights Definition 54

Thematic

APRIL 17, 2019

Using Insights From Quantitative And Qualitative Data To Drive Product Roadmaps. Alyona: So what was your approach for taking insights from all these sources and using them to drive the product roadmap? As you start to build out your product roadmap, the team asks themselves: What are we hearing all of the time? Alyona: Awesome.

Roadmap 63

Roadmap Insights User Experience Definition 63

Bold360

AUGUST 18, 2020

Digital-first customer engagement has never been more important than today, especially amidst a business landscape shaped by COVID-19 where the majority of customers are working remotely, purchasing products online, streaming entertainment, and engaging with brands from their homes. More measurement supports strategy.

Customer Engagement 52

Customer Engagement CEM Engagement Multi-Channel 52

Experience Investigators by 360Connext

OCTOBER 17, 2023

Identify Business Outcomes Before presenting the business case for CX efforts, it is important to identify the specific business outcomes that will be impacted by improved customer experience. These outcomes can include increased customer retention, higher customer lifetime value, and improved brand reputation.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

CustomerSuccessBox

DECEMBER 4, 2018

That means the customer needs to renew their contract more than once. Without a high customer retention rate, a SaaS company will shut down, no matter how great the other metrics are. You may believe that if the customer does not have any problem, the customer will renew the contract.

Customer Retention 40

Customer Retention Customer Success Metrics Presentation 40

Experience Investigators by 360Connext

AUGUST 22, 2023

It gets easier with time, and there are plenty of great feedback management tools to help. Blend Company Data and Customer Data Humans often say one thing but behave differently. That’s why being intentional about customer experience means we have to look at behavior and actions, not just what customers tell us.

Customer Experience 143

Customer Experience Feedback Customers Customer Centricity 143

SurveySparrow

DECEMBER 14, 2020

Business leaders today are well aware that the success of a company is heavily dependent on customer experience management. Happier customers improve sales and ensure a stable revenue base for your business. That is why businesses have extensive budgets to improve their CX and create loyal customers.

Customer Experience Management 52

Customer Experience Management Measurement Customer Experience Net Promoter Score 52

Education Services Group

APRIL 25, 2021

Even if you’re in the earliest stages of Customer Success, you can start implementing (nearly) any of the 17 capabilities right off the bat. You might start with a fantastic human capital management program for your CS team. As a Customer Success leader, you’re probably working on all of these capabilities all of the time.

Customer Success 91

Customer Success Roadmap White Paper Customer Journey Mapping 91

Gainsight

APRIL 30, 2019

As a product manager, metrics affect every move you make. Product analytics provide the insight necessary to evaluate your last roadmap planning session and make informed decisions going forward. Here are six critical product management KPI’s (Key Performance Indicators) that every product manager should know.

Metrics 65

Metrics Net Promoter Score Management NPS 65

Gainsight

OCTOBER 5, 2022

And we’d like to take that idea one step further—during an economic downturn it is vital that customer success teams continue to proactively build relationships. With new sales stagnant or declining, SaaS companies have to be laser-focused on customer retention, advocacy, and expansion to buck the downtrend and maintain growth.

Customer Relationships 59

Customer Relationships Roadmap Customer Success Sales 59

Totango

DECEMBER 28, 2021

This makes fighting customer churn one of the most efficient ways to increase your profits. Here we’ll look at four proven strategies for reducing customer churn. Use these methods to fight customer churn and promote long-term retention and revenue growth. Invest in Your Customer Success Team.

Net Promoter Score 96

Net Promoter Score Roadmap Seminar NPS 96

West Monroe

MAY 29, 2019

Focus on the metrics that matter – beyond employee and customer retention. The tie between employee engagement and customer retention are well documented and are critical in meeting revenue growth targets. Include leading indicators of retention through employee engagement surveys and overall health.

Net Promoter Score 40

Net Promoter Score Management Roadmap Culture 40

Experience Investigators by 360Connext

JUNE 22, 2021

If you don’t know who this group is, here are a few ways to identify these customers: Evaluate renewal data and investigate the customer journey for those who didn’t renew. Did they seek support at similar times or stop engaging with the product or relationship manager? Review milestones along the customer journey.

Customer Journey Mapping 297

Customer Journey Mapping Customer Journey E-support Customers 297

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. How do you take action on customer experience? Listen to your customers. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

Gainsight

FEBRUARY 29, 2024

Overcoming Through-Partner Customer Success Barriers With Technology Communication stands at the center of effectively managing the intricacies of channel partnerships and partner ecosystems. Ensuring clear and effective communication pathways between partners, vendors, and customers is paramount.

Customer Success 52

Customer Success Webinar Roadmap Customers 52

SmartKarrot

OCTOBER 27, 2020

To stay intact with a plan and progress in a foolproof way, a customer success roadmap can help. There are many areas you need to look into while implementing customer success in your organization. To begin with, you need to be clear as to how you would help your customers achieve their goals. Customer acquisition.

Roadmap 10

Roadmap Customer Success Customer Journey Mapping Chief Customer Officer 10

SurveySensum

OCTOBER 20, 2023

How to Build the Product Feedback Loop: Four stages Collect Feedback Analyze the Gathered Feedback Incorporate Feedback into Product Strategy Take Follow-Up and Close the Loop Best Practices for Building and Managing a Product Feedback Loop Conclusion What is a Product Feedback Loop? Imagine you have a B2B tool for project management.

Feedback 52

Feedback Social Media Customer Retention Customer Satisfaction 52

Gainsight

JULY 1, 2022

With PLG, companies align their products to the customers’ needs at every stage of their journey. Growth-minded companies are looking to PLG strategies to help achieve maximum customer lifetime value—it’s not a question of if, it’s a question of when your company will adopt this model or get disrupted by it. .

2022 52

2022 Roadmap Metrics Sales 52

Second to None

FEBRUARY 12, 2021

A roadmap enables your brand to immediately take action and define priorities and new initiatives to drive performance and sales. #2. Simple: A visually simple, meaningful report or dashboard helps team members stay engaged and take action, without being overwhelmed. . Create a clear road map. Report regularly. Now you’re ready!

Communication 62

Communication Customer Experience Roadmap Feedback 62

Magellan Solutions

OCTOBER 23, 2023

Inbound focuses on responding quickly to customer inquiries; outbound focuses on reaching potential customers and converting them into loyal clients. We’ll explore the secrets of inbound and outbound telemarketing, the engines of customer engagement and sales conversion.

Customer Centricity 52

Customer Centricity Customer Satisfaction Loyalty Sales 52

Education Services Group

AUGUST 17, 2021

CSMs come from all walks of life – account management, sales, support, project management , marketing, or another Customer Success function or organization. It helps to make sure everyone, including CS leaders and managers, actively participate in the training. A roadmap for CSM success. CSM backgrounds may vary.

Customer Success 98

Customer Success Roadmap Engagement Management 98

Thematic

APRIL 3, 2024

It encompasses both direct feedback – what customers explicitly tell you through surveys, reviews, or conversations – and indirect feedback –  the behaviors, preferences, and sentiments expressed through actions like website interactions, purchase patterns, and social media engagement.

Social Media 62

Social Media Feedback NPS Insights 62

One Millimeter Mindset

JULY 5, 2018

And is this inconsistency reflected in the rate of customer churn and customer retention, mid year? Too many professionals wait until the official “numbers” are available to realize that they blew it with their customers. I do not need to be reminding you of best practices in customer experience and customer retention.

Blog 44

Blog Customer Experience Customer Retention Workshop 44

Retently

MARCH 10, 2022

Great customer success is perhaps the single greatest defense you have against high churn. Some of the areas where the churn rate is affected most significantly are during the Onboarding, Product Adoption, Customer Retention , and Product Expansion stages. Poor onboarding results in 23% of the average customer churn. .

E-support 148

E-support Poor Customer Service Customer Success Customers 148

Gainsight

MAY 13, 2020

Ashvin dived in on how he is using Gainsight to identify the best swarm strategy including applying our COVID-19 workflows to segment customers based on their level of impact to drive better predictability to prevent churn. If one of those spokes is not in line, the customer cannot propel forward. What is ‘The Build Trap’?

Roadmap 59

Roadmap ROI NPS Customer Success 59

Education Services Group

JUNE 20, 2023

Continuing our series investigating all the stages of a customer journey map, I’m diving into everything that makes (or breaks) this chapter of the CX story. When SaaS (and, by extension, XaaS) came along, businesses had to start thinking differently about how they were acquiring and serving their customer bases.

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Touchpoint Customer Success 52

Gainsight

OCTOBER 6, 2022

Customer success managers (CSMs) who are keeping up with the times know that they need to forge alliances with their Product teams. This is not only for the sake of the customer experience and customer retention, but it also helps CSM teams scale their efforts. Scale with digital. No surprises.

Customer Success 52

Customer Success Roadmap Feedback Touchpoint 52

ChurnZero

MAY 12, 2020

Notable Episode: Episode 195 – You Mon Tsang on Customer Success, Plus ChurnZero’s Remote Work Framework. . Host: Andrew Michael , Business Intelligence Manager, Hotjar. Every Wednesday we her how the world’s fastest growing companies are tackling churn and using retention and engagement to fuel their growth.

Customer Success 64

Customer Success Chief Customer Officer B2B Roadmap 64