Confirmit

OCTOBER 18, 2018

What Is Customer Retention? Customer retention refers to an organization’s processes and activities that aim at stopping customers from churning or switching to a competitor. Increasing customer loyalty is a key goal of any business, and contributes greatly towards sustainable growth.

Customer Retention 45

Customer Retention Multi-Channel Net Promoter Score Return on Investment 45

Gainsight

MARCH 12, 2024

These questions, plus more, were answered by Riccardo Composto, Senior Director of Customer Success at Sitecore , during our recent webinar, Transforming CS Into a Lead Gen Powerhouse. It all starts with listening to your customers. Check out the full webinar, Transforming CS Into a Lead Gen Powerhouse.

Customer Success 52

Customer Success ROI Webinar Metrics 52

SurveySensum

JANUARY 4, 2024

The truth is, that NPS holds significant weight in measuring customer loyalty and fortifying retention strategies. Let me tell you something straight, NPS is a very important metric when it comes to gauging customer loyalty and boosting retention. The survey uncovered A LOT of insights.

NPS 52

NPS Webinar Banking Demo 52

Feedbackly

MARCH 1, 2024

The Emotional Value Index (EVI) is a metric designed to measure and evaluate EX. The survey provides an array of emoticons and asks customers to select one that best expresses how they feel at the time. You can look at our detailed guide to learn more about measuring EVI. Why Emotional Experience? This is where the gold lies.

2024 59

2024 Metrics Webinar Brands 59

ClientSuccess

FEBRUARY 22, 2023

Customer support agents are trained to identify and diagnose customer problems and then provide solutions or workarounds to resolve them. Customer support success is typically measured by the response time, first-call resolution rate, and customer satisfaction scores.

Customer Success 70

Customer Success Customer Satisfaction Customer Service Representative Webinar 70

Lumoa

MARCH 8, 2023

Lumoa’s CEO and co-founder, Carlos del Corral, held a comprehensive webinar about the topic with Merete Medle, a highly esteemed CX practitioner with rich experience working for two of the biggest telcos in the Nordics. Here are the key takeaways from the webinar. Proper measurements and analysis must be applied.

Customer Centricity 83

Customer Centricity Telecommunications Webinar Feedback 83

ClientSuccess

JANUARY 11, 2023

The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience. To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies.

Customer Success 80

Customer Success White Paper Loyalty ROI 80

SurveySparrow

JANUARY 31, 2024

Since Fred Reichheld, the founder of Bain and Company , created the NPS, it has been the benchmark for measuring customer satisfaction. Well, businesses are evolving, as should the methods used to understand customer sentiment. Customer Effort Score (CES) This is a customer satisfaction hack, I must say.

Net Promoter Score 52

Net Promoter Score NPS Effort Score Metrics 52

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

CustomerSuccessBox

JUNE 18, 2021

Customer success is important for SaaS businesses as they’re a constant voice of the customer for your business.CustomerSuccessBox builds the all-in-one solution for customer success that goes beyond just health scores and viewing portfolios. Customer Onboarding. Customer Onboarding- How to prevent drop offs.

Webinar 52

Webinar Customer Retention B2B Customer Success 52

ClientSuccess

JUNE 8, 2022

All of these can be used to measure engagement, and often a slump in engagement can be a precursor to churn. Webinar: How Weave Brings Together “Return on Investment” and “Return on Effort” To Drive Customer Retention & Growth. The post Top 3 Tips to Prevent Customer Churn appeared first on ClientSuccess.

Return on Investment 52

Return on Investment Webinar Customer Retention Books 52

SurveySensum

JANUARY 26, 2024

So let’s deep dive into different stages of the customer journey. From the initial interaction to the post-purchase engagement, we will understand each phase, uncovering the touchpoints that shape the customer journey. Address common concerns and provide solutions through blog posts, FAQs, and webinars.

Customer Journey 52

Customer Journey Social Media Touchpoint Webinar 52

Thematic

SEPTEMBER 12, 2021

CX metrics aren’t just measures that marketers use to sound clever. CX metrics reflect how customers feel about interacting with your brand. But if you can find ways to improve your CX metrics such as customer satisfaction scores, you can retain and even grow revenue. Deeper insight into customer needs, goals and challenges.

Metrics 117

Metrics Feedback NPS Loyalty 117

Totango

OCTOBER 6, 2020

To help further your understanding of these important differences, this article will breakdown the customer success vs. customer support dynamic and outline how prioritizing a proactive approach towards client relations can empower you to prevent churn, create value, increase the likelihood of renewal, and encourage upsells/cross-sells.

Customer Success 106

Customer Success Customers Measurement Communication 106

CSM Magazine

NOVEMBER 28, 2022

Doing so will help you resolve these issues before launching and make sure your customer service software is fit for public use. However, by doing so you miss out on valuable feedback and insights that can help rocket your product to new heights. 5) Measure KPI. 3) Beta Test with Actual People.

Customer Service 52

Customer Service Marketing Roadmap Social Media 52

Gainsight

SEPTEMBER 14, 2023

Holistically, you should be able to know which customers are at risk, so that your CSMs and executives understand how to engage to get those customers back on track. At XFactor.io, CSMs are informed by health scores that include both qualitative and quantitative measures.

Metrics 52

Metrics Webinar Measurement Engagement 52

Oracle

OCTOBER 17, 2019

This is a preview of the on-demand webinar, Best-in-Class Customer Journey Management: How to Deliver Truly Connected Service Experiences. Delivering a truly connected service experience is integral to managing today’s customer journey. improvement in year-over-year customer referrals.

Customer Journey 44

Customer Journey Effort Score Webinar Social Media 44

SurveySensum

NOVEMBER 18, 2021

After webinar. After customer support. What is the customer satisfaction score aka CSAT score? How do you measure it? Is it worth my and my customers’ time? It is a strong indicator of customer retention and product repurchase. After webinar. After customer support. After onboarding.

Customer Satisfaction 52

Customer Satisfaction Definition Webinar NPS 52

ChurnZero

JULY 7, 2020

Even though this is partly true, the reality is that happy customers make successful businesses. The better the service, and the more customer-centric your business is, the more likely it is to succeed. Because customer retention is tightly correlated with customer satisfaction and customer service.

Customer Success 90

Customer Success Sports Customer Satisfaction Customer Retention 90

Optimove

MAY 1, 2019

Webinar: Become an Independent Marketer. Optimove is used by 350+ customer-centric brands. Optimove lets us be super-personalized in our customer messaging, by making it easy to target customers based on any number of attributes. growth in the number of active customers.”. Josselin Petit-Hoang. Albina Kehoe.

Engagement 72

Engagement Marketing Multi-Channel Webinar 72

ChurnZero

SEPTEMBER 14, 2018

INBOUND is an industry event designed to gather Marketing, Sales, and Customer Success professionals all in one place to learn and get inspired together. Check out our top ten Customer Success takeaways from INBOUND 2018. Tara = incredible wealth of insight! Assess > Understand > Explore > Materialize > Measure.

2018 66

2018 Customer Success Webinar Customer Retention 66

SurveySensum

AUGUST 18, 2020

Customer Satisfaction Score, commonly known as CSAT Score , is a business metric used by companies to gauge customer satisfaction after a certain interaction or on the overall experience of the customer. . It is a strong indicator of customer retention and product repurchase. After webinar.

Customer Satisfaction 69

Customer Satisfaction Webinar Touchpoint Customers 69

One Millimeter Mindset

NOVEMBER 17, 2020

Because you are their trusted, purposeful and consistent source of direction and insights. Even when there is nothing to sell, design, manage or measure. Consequently, they differentiate you from the noise of commoditized professionalism they receive via Inboxes, webinars or training. Your clients pull you into their world.

Leadership 78

Leadership Webinar Presentation Innovation 78

Solvvy

AUGUST 31, 2022

Successful marketers know that to capture new business — and keep customers coming back — they need to appeal to people’s emotions through engagement and ensure customers associate positive feelings with their brands. Measuring customer satisfaction requires collecting data and calculating your CSAT.

NPS 62

NPS Net Promoter Score Customer Satisfaction Feedback 62

SurveySensum

SEPTEMBER 26, 2023

Customers were signing up but not sticking around, and her SaaS platform was inundated with user complaints. In the competitive world of SaaS, the battle for customer retention and product adoption can be fierce. Your SaaS feedback platform acts as a bridge, connecting you directly to the voices of your customers.

Management 52

Management Demo User Experience Measurement 52

Confirmit

SEPTEMBER 24, 2018

CEM software – or Customer Experience Management software - refers to the suite of software solutions that help organizations monitor their relationships with their customers, analyze the insights from feedback and other relevant data (e.g. Analyze the data to derive meaningful insights. How Can Confirmit Help You?

CEM 40

CEM Multi-Channel Net Promoter Score Insurance 40

Confirmit

SEPTEMBER 24, 2018

CEM software – or Customer Experience Management software - refers to the suite of software solutions that help organizations monitor their relationships with their customers, analyze the insights from feedback and other relevant data (e.g. Analyze the data to derive meaningful insights. How Can Confirmit Help You?

CEM 40

CEM Multi-Channel Net Promoter Score Insurance 40

InMoment XI

OCTOBER 10, 2023

This article delves deep into the world of customer service metrics, offering insights and actionable takeaways. The Importance of Measuring Customer Service Metrics Customer service metrics are the backbone of any successful customer-centric strategy. Such insights are invaluable. Frustrating, right?

Metrics 260

Metrics Net Promoter Score Customer Service Effort Score 260

Gainsight

APRIL 30, 2019

Product analytics provide the insight necessary to evaluate your last roadmap planning session and make informed decisions going forward. Customer Retention Rate (CRR). Customer Satisfaction Score (CSAT). Customer Acquisition Cost (CAC). MAU and DAU give insight into engagement, adoption, and overall user health.

Metrics 65

Metrics Net Promoter Score Management NPS 65

SurveySensum

AUGUST 18, 2020

Customer Satisfaction Score, commonly known as CSAT Score , is a business metric used by companies to gauge customer satisfaction after a certain interaction or on the overall experience of the customer. . It is a strong indicator of customer retention and product repurchase. After webinar.

Customer Satisfaction 52

Customer Satisfaction Webinar Touchpoint Customers 52

ChurnZero

JUNE 7, 2019

Thanks to Jason for participating in our spotlight and we look forward to talking to and sharing insights from others in the Customer Success community! Brooke Goodbary, Customer Success Expert, dataxu. Marcel Andrei, Customer Success and Product Marketing Manager, Paymo. Upcoming Webinar.

Customer Success 73

Customer Success B2B Webinar Consulting 73

Optimove

APRIL 6, 2019

Become an Independent Marketer Webinar. Optimove is used by 350+ customer-centric brands. Optimove lets us be super-personalized in our customer messaging, by making it easy to target customers based on any number of attributes. growth in the number of active customers.”. Josselin Petit-Hoang. Albina Kehoe.

Webinar 69

Webinar Marketing Demo Customer Centricity 69

BirdEye

MARCH 24, 2023

Development activities can create opportunities for the sales team, and the sales team can provide valuable insights that inform development strategies. Answering their questions earns their trust, introduces them to your brand, and leads to more market insight for you. While both have different goals, they are often closely aligned.

2023 98

2023 Return on Investment Social Media Sales 98

Optimove

MAY 1, 2019

Webinar: Become an Independent Marketer. Optimove is used by 350+ customer-centric brands. Optimove lets us be super-personalized in our customer messaging, by making it easy to target customers based on any number of attributes. growth in the number of active customers.”. Josselin Petit-Hoang. Albina Kehoe.

Engagement 40

Engagement Marketing Multi-Channel Webinar 40

Influitive

OCTOBER 30, 2015

In this video interview with Chandar Pattabhiram , Group VP of Product and Corporate Marketing at Marketo, you’ll find out how the next generation of CMOs can leverage marketing technology to move away from mass marketing techniques and get back to building 1:1 relationships—in a way that is measurable and scalable.

Customer Relationships 79

Customer Relationships Engagement Marketing B2B 79

ChurnZero

DECEMBER 29, 2020

Customer Success teams can easily level up their performance and optimize their output by using third-party integrations to bring their company-wide customer data into a central hub. How To Nail Implementation and Customer Success Handoffs. 5 Ways to Reduce Churn by Delivering a Consistent Customer Experience.

2020 98

2020 Blog 2021 Chief Customer Officer 98

ChurnZero

MARCH 3, 2020

Pulse is dedicated to providing in-depth education and networking for anybody working in a post-sale, customer-facing role. It brings together some of the top minds in business and has them share their insights over a multi-day event. Upcoming Webinar: Unpacking the Power of the Executive Business Review.

2020 72

2020 Customer Success Events Workshop 72