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. Remember, most customer success metrics fall into one of these four main categories: Customer Financial Metrics. Customer Health Metrics.

Metrics 52

Metrics SaaS Customer retention Upselling 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. Remember, most customer success metrics fall into one of these four main categories: Customer Financial Metrics. Customer Health Metrics.

Metrics 52

Metrics SaaS Customer retention Upselling 52

ProProfs Blog

FEBRUARY 13, 2020

Customer Loyalty B2B Statistics. Social Media & Customer Loyalty. Hard to Attain Customer Loyalty. Customer Loyalty Through Customer Satisfaction. Customer Loyalty Program Improving Sales. Mobile Customer Loyalty. Customer Loyalty Brands. Customer Service Loyalty.

Customer retention 164

Customer retention Sales B2B Marketing 164

Lumoa

JUNE 14, 2023

In this blog post, we’ll answer all these questions and more. As a result of being continually subjected to scathing customer reviews, United’s NPS score has hovered around 10 since 2014. According to Harvard Business Review, acquiring a customer costs anywhere from 5 to 25 times more than retaining an existing one.

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

ProProfs Blog

JANUARY 30, 2020

Customer loyalty. And, these, in turn, will help your company create strategies that will strengthen your customer engagement process even further. In this blog, we aim to collate various customer engagement statistics in one place that will give you an idea about various aspects of engagement with customers.

B2B 204

B2B Banking Personalization Employee engagement 204

Amity

JANUARY 30, 2014

Is 2014 the year of Customer Success? Instead of asking the magic 8-Ball oracle, we turned to 8 exceptional customer success professionals and asked them to share their insights on the future of the industry. It is abundantly clear that the future is very bright for customer success! Moving Beyond SaaS.

Chief Customer Officer 48

Chief Customer Officer SaaS B2B Metrics 48

delighted

OCTOBER 22, 2019

While there are many reasons and methods to measure customer experience (CX), keeping tabs on the perception of your customers via the Net Promoter methodology can be incredibly valuable for benchmarking the health of your business. At the beginning of 2014, the company experimented with adding an extra step to the shipping process.

Benchmark 41

Benchmark Feedback Surveys Customer retention 41

aircall

SEPTEMBER 12, 2016

From the above data, you can see how important click- to- call is to the customers. It means that not having the click-to-call component available is significantly harming your business’s sales. Customer experience related to the Click-to-call feature. How does the click-to-call feature relates to the customer experience?

Customer Experience 48

Customer Experience Inbound sales voip Sales 48

Balto

AUGUST 3, 2022

We limited respondents to those whose organizations contained sales, customer service, or collections contact centers. Companies that have personal interactions with a large segment of their customers see a 1-2% increase in total sales due to increases in loyalty. Letting customers know about incentives and sales.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

aircall

MARCH 19, 2021

For some businesses, they use this customer data to gain unique insights to improve things like sales performance or the customer experience. Increase customer retention. Predict sales and marketing trends. There are four major types of customer data: 1. Common Pitfalls of Customer Data.

Sales 62

Sales CRM Marketing Best practices 62

SmartKarrot

SEPTEMBER 10, 2020

When it comes to customer success, there are various roles in an organization. If you have been following SmartKarrot’s blogs then you would find that we have written many blogs on different roles. But this blog is specifically about Chief Customer Officer (CCO). Other times they report to a sales head.

Chief Customer Officer 10

Chief Customer Officer Customer centricity SaaS Upselling 10

PeopleMetrics

NOVEMBER 17, 2015

Nearly 65 percent of organizations reported an increase in cybercrime on Cyber Monday in 2014. If your company hasn't thought about cyber theft, then perhaps the upcoming holiday sales season is the prompt you've been waiting for. Your ability to leverage data security will play a vital role in customer retention online and offline.

Customer retention 79

Customer retention Sales Accountability Marketing 79

Netomi

JANUARY 5, 2022

Adam understands the impact that customer experience can have on the bottom line. He’s the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast. Temkin Group was acquired by Qualtrics in October 2018.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Amity

OCTOBER 31, 2016

The first being product adoption, the second being customer retention, and the third being customer expansion. It might help to start with a bit of a history, give that, relative to other teams here at Uberflip, Customer Success is still very new. How did you personally get started in Customer Success?

Coaching 0

Coaching Engineering Upselling Marketing 0

Mindtouch

APRIL 30, 2018

Customer Success is an ongoing effort, one that requires constant attention and, sometimes, retooling and refinement of our approach. What you know inside your organization and what the way your customer sees things might be vastly different. The post 12 Impactful Customer Success Quotes appeared first on MindTouch Blog.

SaaS 48

SaaS Upselling B2B Self service 48

Mindtouch

MAY 14, 2018

Consider this an introductory guide to customer success, broken down into five sections. Blaisdell is a leading voice in the SaaS/Cloud sector on customer retention strategies. In 2014, we interviewed Blaisdell about the origins and arguments for a customer success program. The post What is Customer Success?

Customer retention 66

Customer retention Customer effort SaaS Metrics 66

SmartKarrot

JULY 27, 2020

Let’s have a look at some of the books, blogs, certifications, groups, and whitepapers, etc. The 10 Principles Behind Great Customer Experiences – Penned by Matt Watkinson, this book bagged the CMI Management Book of 2014 award as well as the Innovative & Entrepreneurship Category at CMI Awards 2014.

SaaS 10

SaaS Chief Customer Officer Benchmark Customer retention 10

Comm100

OCTOBER 11, 2017

If you want a well-rounded, capable, and effective social media customer care team, then the answer is all of the above. This blog post will show you what makes a jointly-owned social media customer service strategy so necessary, and will walk you through how to implement one yourself. Better Customer Retention.

Customer Service 49

Customer Service Customer Care Morale Marketing 49

Vonage

SEPTEMBER 20, 2016

If you want to avoid the heartbreak of low customer retention, implement a system that logs customer issues across all channels and shares the details with all relevant agents. Track the progress of customer cases and allow your company to collaborate on solutions. “At appeared first on Blog | NewVoiceMedia.

Self service 122

Self service Accountability Sales Customer retention 122