InMoment XI

FEBRUARY 2, 2024

In the rapidly changing consumer market, the highest customer-rated Integrated CX company, InMoment, took a bold and proactive approach. On Thursday, January 25th, we hosted the “Changing The Game” event in Austin, TX—a crucible for innovative ideas and game-changing strategies to address the consumer market in 2024 and beyond.

Hospitality 260

Hospitality Call Center Retail NPS 260

ProProfs Chat

APRIL 25, 2019

Well, one answer to that question is to make more sales, and no doubt that is important, another answer to that is customer retention. And what exactly is customer retention? No points for guessing, retain customers. Offer Customers Testimonials and Use Cases During the Sales Process.

Customer Retention 66

Customer Retention Net Promoter Score Social Media Loyalty 66

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 139

Customer Retention B2B Customers Loyalty Programs 139

ChurnZero

MAY 3, 2019

If you want your business to be successful in the long run, it pays to give priority to customer retention. Landing a customer who will pay for life is like hitting the jackpot. After all, it takes five times more effort to land a new customer than to retain an old one. Relevant metrics related to product usage.

Customer Retention 75

Customer Retention Customers Customer Success Social Media 75

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

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. What is Net Promoter Score?

Net Promoter Score 52

Net Promoter Score Customer Retention NPS Social Media 52

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Together, we will examine metrics that quantify the overall financial health of a subscription-based business. Customer Health Metrics.

Financial 52

Financial Metrics Customer Success 2014 52

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Together, we will examine metrics that quantify the overall financial health of a subscription-based business. Customer Health Metrics.

Financial 52

Financial Metrics Customer Success 2014 52

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Together, we will examine metrics that quantify the overall financial health of a subscription-based business. Customer Health Metrics.

Financial 52

Financial Metrics Customer Success 2014 52

ClientSuccess

JUNE 19, 2019

Adding credibility to this statement is a research study by Invesp Consulting which suggests: Existing customers are 50% more likely to try new products and spend 31% more than new users! Increasing customer retention by 5% can increase profits by 25-95%. Shocker, right? How will this help? .

Customer Retention 73

Customer Retention Webinar E Commerce Demo 73

SurveySparrow

JANUARY 31, 2024

Formula: NPS= Percentage of Promoters−Percentage of Detractors Read more: How to Turn NPS Detractors into NPS Promoters How to Turn NPS Passives into NPS Promoters Top 5 Alternatives to Net Promoter Score Customer Effort Score (CES) Customer Satisfaction (CSAT) Customer Health Score (CHS) Customer Retention Rate(CRR) Customer Churn 1.

Net Promoter Score 52

Net Promoter Score NPS Effort Score Metrics 52

SurveySparrow

FEBRUARY 10, 2020

You can use certain metrics that measure the product’s performance. Finding the right metrics to measure is pivotal to having a successful product strategy in place. The metrics that you choose should be based on your business goals- getting more leads, increasing website performance, getting inputs for new features, and so on.

Metrics 52

Metrics Management NPS Measurement 52

Experience Investigators by 360Connext

NOVEMBER 20, 2014

Customer retention is paramount in keeping a SaaS company afloat, particularly as a company matures. While customer acquisition and lead conversion are integral parts of growing a SaaS business, with time, retention and renewals gain equal and eventually greater importance. The Power of Association.

Customer Experience 302

Customer Experience Chief Customer Officer Events 2003 302

Comm100

OCTOBER 8, 2016

Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. With stakes this high, it’s essential that you build a solid customer retention plan that can lead to long-term customer loyalty.

Customer Retention 60

Customer Retention Loyalty Loyalty Programs Social Media 60

Education Services Group

MAY 12, 2022

This scenario collects NPS in moments where other CX metrics are the driving factors for the response—not a very telling reflection of advocacy. We know NPS is a very reactive motion, from sending the survey to potentially actioning or remediating well after the event of causation. Stop thinking about NPS as a metric.

NPS 52

NPS Metrics Net Promoter Score Effort Score 52

Gainsight

APRIL 30, 2019

As a product manager, metrics affect every move you make. General business metrics are important as well, so you can tie your activities back to overall company goals. Customer Retention Rate (CRR). Customer Satisfaction Score (CSAT). The Daily Active Users (DAU) metric provides that information daily.

Metrics 65

Metrics Net Promoter Score Management NPS 65

CloudCherry

OCTOBER 25, 2018

The North Star Metrics for CX Buy-in. Everyone on the panel was committed to the idea of keeping metrics simple and at the forefront of everyone’s minds. Raju originally started by defining adoption metrics to track the rollout of the CX program by measuring behavior – not just outcomes. Aligning the CX philosophy.

CEM 170

CEM 2018 ROI Metrics 170

CloudCherry

DECEMBER 1, 2018

The North Star Metrics for CX Buy-in. Everyone on the panel was committed to the idea of keeping metrics simple and at the forefront of everyone’s minds. Raju originally started by defining adoption metrics to track the rollout of the CX program by measuring behavior – not just outcomes. Aligning the CX philosophy.

CEM 150

CEM 2018 ROI Metrics 150

Totango

JUNE 30, 2020

Communication during a crisis is about protecting your core asset, your customers. The digital transformation of business has shifted enterprise focus toward customer retention and the pursuit of long-term value. Challenges such as the ongoing COVID-19 pandemic only reinforce the importance of keeping the customers you have.

Communication 126

Communication Webinar Metrics Customer Retention 126

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. .

Communication 101

Communication NPS Metrics Engagement 101

Experience Investigators by 360Connext

JUNE 2, 2020

Most VoC programs include the Net Promoter Score (NPS) metric to track loyalty behavior. Other metrics like Customer Satisfaction Score (CSAT), Customer Effort Score (CES), and Customer Churn Rate or Customer Retention Rates might also be included. Telling the Customer’s Story.

Social Media 162

Social Media Net Promoter Score Metrics NPS 162

Retently

MAY 26, 2023

If you’re part of a brand management or customer success consultancy, Net Promoter Score® could be the all-in-one customer satisfaction metric you’ve been looking for. Designed to accurately assess customer sentiment, Net Promoter Score has several benefits that other customer satisfaction metrics don’t.

Net Promoter Score 146

Net Promoter Score Consulting NPS Customer Success 146

Experience Investigators by 360Connext

AUGUST 22, 2023

That’s why being intentional about customer experience means we have to look at behavior and actions, not just what customers tell us. At the company level, review metrics like customer retention or renewal rates, referral rates, and digital analytics like website conversions.

Customer Experience 143

Customer Experience Feedback Customers Customer Centricity 143

Totango

FEBRUARY 28, 2020

At the same time, an effective engagement strategy incorporates much more than 1:1 touchpoints, and considers engagements such as 1:many opportunities, including communities, events, advocacy, and learning. What is a Customer Engagement Strategy? These actions are the way we personalize our service to meet the demands of our customers.

Customer Engagement 93

Customer Engagement Engagement Webinar Touchpoint 93

BirdEye

AUGUST 3, 2023

However, it’s not just about wishful thinking; it’s about understanding the key metric to make this dream a reality – the customer satisfaction score (CSAT). Customer satisfaction is not just a feel-good metric; it directly impacts a business’s bottom line. How to measure CSAT score?

Customer Satisfaction 98

Customer Satisfaction Customer Centricity Culture Net Promoter Score 98

ClientSuccess

JANUARY 11, 2023

Regularly monitor customer performance and identify opportunities for improvement. Measure customer success metrics for meaningful insights. Focus on customer retention and long-term ROI. Advocate on behalf of the customer —even if it means making a sacrifice in terms of time, cost, or other resources.

Customer Success 80

Customer Success White Paper Loyalty ROI 80

Retently

NOVEMBER 17, 2023

From tracking the real, long-term results of a campaign to judging the potential for customers to refer your company to their friends and colleagues, Net Promoter Score is a versatile metric that belongs in any marketing manager or consultant’s arsenal.

Net Promoter Score 78

Net Promoter Score NPS Marketing Management 78

Totango

MAY 11, 2021

Stakeholder engagement and management is critical for customer retention. Performance metrics for evaluating and optimizing plan implementation. Track the Right Metrics to Promote Proactive Engagement. Here’s how to plan an effective stakeholder management strategy and track your performance.

Engagement 85

Engagement Management Net Promoter Score Customer Journey Mapping 85

ChurnZero

MAY 14, 2021

Have you ever wondered: What’s the difference between Customer Success Management and Operations? When should I add Customer Success Operations and how do I advocate for the role? What goals, metrics, and tools does Customer Success Operations use? How to Identify Goals, Metrics, and Tools for Customer Success Operations.

Customer Success 81

Customer Success Metrics Customer Retention Books 81

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. Sales and marketing professionals that geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. There is often more than one way to calculate a given Customer Success metric; Gaming.

Metrics 94

Metrics Customer Success Net Promoter Score NPS 94

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

ChurnZero

MARCH 28, 2023

Early-stage SaaS businesses tend to put most of their focus on acquiring net new customers. For a little while, customer retention is a manageable task with existing staff. When you have only a handful of customers, your sales team, product team, customer support team—and even executives—can join forces to keep them happy.

Customer Engagement 52

Customer Engagement Engagement Net Promoter Score Chief Customer Officer 52

RapportBoost

OCTOBER 20, 2018

The event, hosted by Customer Service Experience and sponsored by Mitel , will cover: – optimizing live chat conversations with augmented intelligence. – designing a workflow for chat teams’ conversations with customers as well as their interactions with other team members. About RapportBoost. RapportBoost.AI

Contact Center 70

Contact Center Webinar Presentation Sales 70

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

ChurnZero

JUNE 12, 2020

Again, if you replied, “Customer Success Director or above,” you’re not getting the most value from leadership. They reactively respond to raised events or close their eyes and wait to see what happens with auto-renew clients. What Processes and Metrics does Customer Success Operations Build?

Customer Success 80

Customer Success Metrics Leadership Customer Retention 80

Pink Guava

MARCH 2, 2021

Well, there are surely metrics to support our findings and must be considered while evaluating customer loyalty, customer retention, customer lifetime value. When we talk of aspects like trust or transparency, how do we measure the success of our efforts in building our association with a client?

Customer Retention 98

Customer Retention Measurement Loyalty Customers 98

Totango

DECEMBER 21, 2021

Milestone Messaging as a Customer Success Manager Automation Strategy. Effective customer success automation relies on the strategic use of technology to communicate with customers at key points and event triggers in their customer journey. Check-ins for Customers with Low NPS or CSAT Scores.

Customer Success 106

Customer Success Management Net Promoter Score NPS 106