ProProfs Blog

FEBRUARY 13, 2020

Takeaway: These customer loyalty and engagement benefit statistics help us to understand why loyalty programs are so popular among customers and how business owners end up receiving improved revenues. Customer Loyalty B2B Statistics. Customers who end up paying more are more likely to check out your competitors too.

Customer retention 164

Customer retention Sales B2B Marketing 164

Global Response

FEBRUARY 7, 2023

Consider some of the benefits a customer-oriented philosophy can provide: Improved customer retention and loyalty. It’s easier—and cheaper—to retain existing customers than to gain new ones, yet many companies focus more on acquisition than retention. Take shipping as an example.

Customer centricity 62

Customer centricity Customer retention Feedback Metrics 62

CustomerSuccessBox

MAY 23, 2022

Read further to know how can you progress through the customer success career path. According to LinkedIn’s ‘ 2020 Emerging Jobs Report ’, the Customer Success Specialist role has been ranked: 6th in the US with a 7x increase since 2015. 3rd in Germany with a 15x increase since 2015. Higher account ratios 2.

Accountability 52

Accountability Marketing Construction Management 52

TechSee

MAY 21, 2018

Tuesday, November 23, 2015 started out like any other day at work for James Crenson. A well-coordinated group effort handled support issues including a comprehensive social media blitz to contain the negative customer experience (CX). Customer service agents are key employees. At 8:50 a.m.

Customer centricity 104

Customer centricity Call Center Customer retention Consulting 104

ChurnZero

FEBRUARY 4, 2022

You want to stick to the high-level metrics they care about most: retention, expansion, and satisfaction. Customer retention. Customer retention affects your company’s value. So much so that for every 1% increase in revenue retention , a SaaS company’s valuation increases by 12% after five years.

Metrics 98

Metrics Consulting Consulting Best practices 98

Return Customer

JULY 25, 2018

While customer acquisition may be at the top of your list, customer retention should be as well. Your company may produce the best or only product of its type on the market, but without good customer support, your business will have a hard time holding on to customers.

Customer Support 67

Customer Support Benchmark Accountability Customer retention 67

ChurnZero

JANUARY 10, 2020

Chris will be responsible for Mapp’s post-sales customer management, including global account management, revenue delivery, and customer success. In his new role, Chris will continue to lead Mapp’s Customer Support and Professional Service s groups. 10) Tom Krackeler, Chief Customer Officer, Zuora .

Chief Customer Officer 52

Chief Customer Officer SaaS Customer retention Engineering 52

Lumoa

NOVEMBER 29, 2021

Forrester’s report “Customer Experience Drives Revenue Growth” showed that customer experience leaders achieved compound average revenue growth of 17% over five years. Bain & Company’s analysis in 2015 showed that customer experience leaders grow revenues 4% – 8% above their market.

Customer Experience 103

Customer Experience Metrics Feedback Banking 103

Verint

MARCH 28, 2018

A new report from Verint has examined the future of customer engagement, analysing today’s trends and exploring how these will shape customer engagement by 2030. It shows that customer retention has fallen by 16% in the last 3 years (from 61% in 2015 to 51% this year alone).

Chatbots 29

Chatbots Customer retention Accountability Technology 29

Amity

FEBRUARY 9, 2016

Issue 75: Welcome to the Real World - You Will Lose Customers. Let’s face it, as you grow, you will lose customers. When it comes to the importance of Customer Retention, the numbers don’t lie. In this issue of the SaaS Tattler, we discuss what you can do to retain your customers.

SaaS 60

SaaS Customer retention Education Best practices 60

Lumoa

JULY 10, 2018

Forrester’s report “ Customer Experience Drives Revenue Growth ” showed that customer experience leaders achieved compound average revenue growth of 17% over five years. Bain & Company’s analysis in 2015 showed that customer experience leaders grow revenues 4% – 8% above their market.

Customer Experience 121

Customer Experience Metrics Banking Feedback 121

ijgolding

DECEMBER 2, 2015

In the Spring of 2015, our strategy team undertook a study to understand the complex relationship between modern organizations and customer experience. Finally, there is little to no consensus around internal accountability for the customer experience. One in five said that social media sentiment was their only measure.

Customer centricity 48

Customer centricity Enterprise Advertising Consulting 48

Amity

FEBRUARY 24, 2016

Good news: according to Marketing Metrics, it is about 50% easier to sell to existing customers than to new prospects. By the time of an upsell, it should come as a natural next step in the customer lifecycle that adds value to the customer account and/or solves an additional problem for the customer that they’ve come across.

Upselling 48

Upselling SaaS Best practices Customer retention 48

Comm100

MARCH 8, 2017

Follow her today on Twitter to make sure that your company is doing everything it can to improve the experience and the lives of its customers. Shapiro is a customer retention expert, who founded The Center for Client Retention. His areas of expertise include customer experience, marketing, social media, and the Cloud.

Customer Service 0

Customer Service Chief Customer Officer Customer centricity Scripts 0

ijgolding

NOVEMBER 12, 2015

I am at the point where I almost think I must be a special experiment customer to see how poorly they can treat me! Another contact of mine, Karen Wenborn took to LinkedIn to share her experience with T-Mobile – now part of EE: Customer effort. Adding another SIM to my @tmobile account. Or trying to.

Customer Experience 88

Customer Experience Interactive Voice Response Customer centricity Telecommunications 88

SmartKarrot

JUNE 12, 2020

At the 2015 conference, Jason Lemkin famously said that “Customer Success is where 90% of the revenue is.” Renewals, upsells, and cross-sells will help with customer success, which is why they will continue providing you with more revenue. Here is how the customer success sales function differs from others.

Sales 10

Sales Upselling Metrics Accountability 10

ijgolding

NOVEMBER 24, 2015

In 2015 alone, I have visited 20 countries in Europe, Africa and Asia. In all cases, I have been asked to work with; talk to; teach; cajole; people from the C-suite to the front line; in understanding the importance of Customer Experience. Followers of my blog will know that I have traveled extensively over the last four years.

Customer Experience 59

Customer Experience Airlines Personalization Accountability 59

CCNG

OCTOBER 19, 2022

(Oracle, 2011) Businesses have a 60 to 70% chance of selling to an existing customer while the probability of selling to a new prospect is only 5% to 20%. Marketing Metrics, 2010) Increasing customer retention rates by 5% increases profits anywhere from 25% to 95%. and 66% would trust other consumer opinions posted online.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Lincoln Murphy is a Growth Consultant focused on customer-centric growth. He authored the Customer Success book for Wiley!

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Comm100

MAY 19, 2020

20, 2015, and as it is one of our most popular posts, we have updated it to include the latest research, up-to-date statistics and best practices in this topic. Live chat allows you to give quick answers to questions about your products, solve problems faster, and assure your customers that you’re there when they need you.

Best practices 111

Best practices Analytics Sales Benchmark 111

Customer Guru

DECEMBER 13, 2017

Employees don’t understand what good customer experience means. In one of our own research at Customer Guru conducted in 2015, almost one-third of respondents said that employees don’t have a clear understanding of what exceptional customer experience means.

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

ijgolding

OCTOBER 14, 2015

Sounds good – good enough for Nick to place an order with them for around £950 of products at the beginning of September 2015. I wanted to bring to your attention my recent customer “experience” with Casafina in the hope you can provide a solution for me. Casafina members access exclusive savings plus daily style inspiration.

Customer Experience 89

Customer Experience Sales Scripts Customer retention 89