Nicereply

MAY 14, 2019

Strong communities form an important part of customer retention strategy, because they keep customers coming back for more. Let’s contrast a community strategy against traditional sales tactics. A big reason why customers can feel hostile to sales tactics is because they don’t think they are getting enough in return.

Sales 76

Sales B2C B2B Customer retention 76

LiveChat

JANUARY 3, 2019

It was a good year for the LiveChat blog. Our blog was visited every month by over 100k visitors , who spend 8 minutes on each page on average. Let me proudly present a list of 12 killer posts we’ve published this year on LiveChat Blog. How we reached 100,000 unique views a month on LiveChat blog.

Chatbots 59

Chatbots B2B SaaS B2C 59

Fonolo

MAY 10, 2018

Luckily, those seeking reliable sources for CX and CS-related topics can still rely on a special corner of the digital sphere, one which has made a comeback in recent months: Blogs. Her blog is a must-read for those keen on leadership in customer service, customer listening, and engagement. Intercom.com . On the agenda?

Customer Experience 113

Customer Experience Chief Customer Officer B2C Contact Center 113

CustomerSuccessBox

MAY 18, 2022

So has the customer success industry and the content around the space! Searching for blogs in the arena is getting accessible slowly and it’s time you leverage the essential knowledge these blogs have to offer, to flourish! Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022!

SaaS 52

SaaS Upselling Education Customer retention 52

Totango

AUGUST 21, 2020

Why Invest in Customer Success? Investing in customer success means investing not just in your customer’s success, but in that of your enterprise. Investing in customer success can: Increase customer retention rates and keep customers engaged. Case Study: Monster. Case Study: Zoom.

Enterprise 78

Enterprise Customer centricity Customer advocacy Accountability 78

CustomerSuccessBox

DECEMBER 4, 2018

According to studies , the LTV value should be at least 3 times the CAC in order for your company to grow and be sustainable. 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.

Best practices 40

Best practices Customer retention SaaS Metrics 40

Lumoa

AUGUST 25, 2020

However, should your marketing budget be more focused on customer acquisition or retention is a tough question and one that will eventually define your growth. Talking about customer retention, you possibly already know the merits of investing time and money in keeping your existing customers satisfied and hooked.

Chatbots 78

Chatbots Customer retention Advertising Marketing 78

Totango

MARCH 29, 2022

By having valuable customer data attributes and signals available with real-time visibility in one platform, sales and marketing teams can confidently take action with the most relevant messaging for customers. How Mapping Customer Journeys with Data Helps Marketing + Sales Teams .

Customer advocacy 101

Customer advocacy Upselling Accountability Sales 101

ProProfs Blog

DECEMBER 21, 2020

Stable customer base results in higher referrals, improved upsell revenue and increased lifetime value (LTV) which further results in improved customer acquisition in future. Needless to say, customer retention is the core value for the growth of any business. Attracting the Wrong Customers to Your Business.

Surveys 148

Surveys Benchmark Feedback Sales 148

Nicereply

JUNE 30, 2020

Most companies have started to understand the value of remarkable support: 88% of companies now prioritize customer experience in their contact centers over other metrics like speed of resolution or sales. Just in case you aren’t sold on it’s importance, here are four things that are most impacted by providing remarkable support.

Construction 98

Construction Customer retention Metrics Surveys 98

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. But first, let’s take a quick look at how NPS is measured.

Benchmark 41

Benchmark Surveys Feedback Customer retention 41

PeopleMetrics

FEBRUARY 26, 2018

Your customers who bought your product and solution did so for a reason – because they believed it would add business value to their organization. Your customers who actually use your product and solution every day can help to prove (or disprove) that business value. That's great, but the fact is that end-users are your customers too.

SaaS 96

SaaS Feedback Surveys B2B 96

Amity

MARCH 27, 2017

SaaS Tattler Issues 102: Empowering One Another - Marketing and Customer Success. We often talk about Sales and Customer Success alignment, but there are endless opportunities for Marketing to work with Customer Success at different customer lifecycle stages. • 8 Tips For Creating a Great Case Study.

Marketing 52

Marketing SaaS Education Customer retention 52

aircall

MARCH 27, 2017

These milestones might look like a variation of the following: The x-axis of the customer journey map represents the benchmarks the customer successively reaches. This journey begins right before a prospective customer becomes aware of your brand and goes beyond the point of purchase. In the case of For Instance Inc.

Journey mapping 82

Journey mapping Accountability Customer retention Morale 82

Satrix Solutions

NOVEMBER 28, 2018

How willing they are to participate in case studies. Whether your potential customers hear about you through a proactive recommendation or when they’re asking for insight from peers, having a long list of customers who speak favorably about you is an ideal way to drive more inbound leads. How often they refer you.

B2B 60

B2B Customer centricity Feedback Advertising 60

JivoChat

SEPTEMBER 20, 2021

High-quality customer service is something that people remember — it helps customers feel cared for and understood, building trust with them. This will help you create a loyal customer base, which will ultimately get you more sales! Publish case studies so your customers know what to expect.

Marketing 52

Marketing Customer Service Real estate Sales 52

Totango

MARCH 2, 2021

Mapping out your customer journey stages empowers you to optimize each step for a satisfying experience that promotes higher retention. In this blog, we’ll look at how the customer journey has been reconceived around the image of a flywheel that integrates both the pre-sales and post-sales steps in the process.

Upselling 63

Upselling SaaS Brand ambassadors Sales 63

Outsource Consultants

JANUARY 27, 2025

With its unique blend of cultural affinity, language proficiency, and cost-effectiveness, Philippines outsourcing offers businesses a competitive edge in customer experience. This blog post will explore why the Philippines is the secret weapon for achieving customer service excellence.

outsourcing 67

outsourcing Call Center Government Telecommunications 67

REVE Chat Blog

JANUARY 22, 2020

In order to identify customer needs, it is important to understand the reasons behind their decision making. Every business needs a reason for its customers to buy from them over their competitors. It is known as a Unique Sales Proposition (USP). It is crucial to understand customer needs. How to meet customer needs .

Construction 108

Construction Feedback Customer centricity Surveys 108

Amity

DECEMBER 22, 2014

Experience shows that we often overestimate the time customers can afford to spend on a platform and underestimate the complexity of deployment and operations in the customer’s environment. Initially, startup sales and customer support organizations usually spend a great deal of time to achieve this balance to make a customer happy.

SaaS 64

SaaS Customer retention Strategic Value Sales 64

GetFeedback

SEPTEMBER 24, 2019

B2B marketing expert Chris Ryan of Fusion Marketing Partners advises that, instead of just dealing with problems, CX could help marketing identify highly satisfied customers and “look for chances to make heroes out of your customers.”. This means that the sales reps, when they do engage with buyers, must be better prepared. .

Education 60

Education Sales Feedback Healthcare 60

ChurnZero

JULY 9, 2020

But if you’re like most companies, when it comes to attracting your customers, the only thing your marketing’s dropping is the ball. Sure, you won customers over to get the initial purchase, but what about your post-sale courting? Celebrate (and Capitalize) on Success With Case Studies.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

Education Services Group

JUNE 12, 2018

Note: I’ve tagged the concepts with the names of their creator, in case you’re interested in following these folks on LinkedIn. 1) Marketing as a Sales Enablement Function for CS Teams ( @AzimNagree ). Why I love this: All too often, marketing’s responsibility to internal customers, (e.g. sales, customer success, etc.)

Marketing 53

Marketing Education SaaS Sales 53

JustCall

APRIL 5, 2023

It helps you streamline your approach and create a definite process for managing customers. Generating leads and converting prospects to customers is the first step. Customer relations and loyalty play an integral role after that.

Management 52

Management CRM Customer retention Self service 52

NobelBiz

MAY 14, 2024

Lead Scoring and Qualification By analyzing customer interactions, businesses can identify high-quality leads and prioritize them accordingly. Conversational analytics helps in scoring leads based on their behavior and engagement, improving the efficiency of sales teams. Calltrackingmetrics.com 1. Connecting Call Centers to Success.

Analytics 59

Analytics Call Center Contact Center Sales 59

CustomerSuccessBox

JULY 29, 2020

According to James this is the first time Customer Success (CS) has come into the spotlight and hence it a perfect opportunity for the CS community to shine and make an impact. Due to the pandemic, smart companies are focussing on customer retention and revenue retention as customer acquisition is hard now.

Upselling 52

Upselling Metrics SaaS APIs 52

Win the Customer

MAY 12, 2020

If we look at the ground level, all such demands of the customer can only be fulfilled if the business organization is successfully handling a call centre in a niche, many companies hire proofreading services to write interesting thought leadership, blogs and case studies; and proofread annual reports, sustainability reports.

outsourcing 52

outsourcing Sales Big data Chatbots 52

NobelBiz

JANUARY 28, 2025

– Christian Montes Executive Vice President Client Operations Related Article 7 Proven Strategies to Smash Your Outbound Sales Dialing Targets with Nobelbiz Old vs. New Benchmark Standards for Call Centers First Call Resolution (FCR) Rate In the past, a 60% FCR rate might have been acceptable, but todays customers expect faster resolutions.

Benchmark 52

Benchmark Contact Center Abandon rate Average Handle Time 52

Education Services Group

JUNE 4, 2019

To take advantage of this collaboration, make it a priority to capture customer stories. For larger clients, it’s a good idea to conduct interviews and build a case study around exactly what you did to help them. Sales and expansion will come naturally. These assets are doubly useful.

Marketing 53

Marketing Best practices Upselling Sales 53

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 61

Customer Service Customer Care Morale Marketing 61

Talkdesk

JUNE 1, 2016

This blog post is an Opentalk 2016 panel recap. America Sales Solutions, LinkedIn. The best thing is to argue for more post-sale support and argue to allocate more sales resources there. The later adopters want to see case studies and to see that it really works. Make sure your customers feel love.

Customer centricity 40

Customer centricity Marketing B2C Benchmark 40

ClearAction

AUGUST 6, 2019

Here are some examples of how Hootsuite’s whole Marketing department is generating and applying customer journey insights to increase Marketing impact: Field Marketing: This is a two-way street where Field Marketing and Corporate Marketing inform one another. This is empowered through deep understanding of customers’ pain points and goals.

Marketing 48

Marketing Journey mapping Customer centricity Best practices 48

NobelBiz

MARCH 12, 2024

Unified CXM, on the other hand, takes a comprehensive view of the customer journey, aiming to deliver cohesive and personalized interactions at scale. Enables instant, personalized interactions based on the entire customer journey.

Customer Experience 52

Customer Experience Management Omni-channel support Journey mapping 52

Global Response

JULY 23, 2023

Our teams at Global Response have done that for clients again and again, achieving results like: 130% increase in service performance improving speed of answer by 40% decreasing customer issues by 28% Ready to perfect your CX? So how do you find a call center that will benefit your business?

Call Center 62

Call Center outsourcing Bilingual agents Service level 62

JustCall

NOVEMBER 27, 2022

People are twice as likely to talk about a negative experience than a positive one, and poor customer experiences cost U.S. businesses an estimated $83 billion annually in lost sales and defections. What is Voice of the Customer (VoC). Marketing and customer experience are closely related. VoC Techniques.

Surveys 52

Surveys Feedback Finance Marketing 52

Balto

NOVEMBER 2, 2023

In this blog, we’ll uncover the value of modern contact center solutions for enterprises, how they seamlessly integrate into your ecosystem, and why you can’t afford to ignore them. Complex queries, on the other hand, should be handled by real customer reps. This results in happier, more loyal customers.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

Fonolo

MAY 3, 2023

It’s not hard to see the correlation between the abandonment rate and customer retention. Typically, customers calling for technical support with a problem are much less likely to hang up than those making a call to a sales line. Many who abandon will dial again and again, escalating queue times with each call.

Abandon rate 75

Abandon rate Contact Center Abandon Call Call Center 75