ChurnZero

FEBRUARY 7, 2020

Report trends for Customer Success: 34% annual growth for Customer Success Managers (CSMs) in 2018. 72% of Customer Success roles are in the Software & IT industry with other top hiring industries including Internet, Marketing, and Finance. This means a vigilant focus on growing customer retention and lifetime value.

SaaS 64

SaaS Transportation B2C Customer retention 64

SmartKarrot

MAY 28, 2020

The rate of new customer acquisition offsets the churn rate. The volume of sales depends on if it is for B2B or B2C customers. The B2B products are more sensitive towards customer churn because of the incredibly lower volume than B2C. The kind of product. Your product decides your business niche.

Benchmark 10

Benchmark SaaS B2C B2B 10

ShepHyken

JUNE 13, 2016

Jack Plantin uses the words “Expert,” “Aggressor,” “Con Artist” and “Turtle” to describe four styles of difficult customers and then shares how to handle them. The Top 8 Customer Experience Trends in 2016 (Infographic) by David Younger. Follow on Twitter: @Hyken.

Customer Service 208

Customer Service Upselling Customer retention B2C 208

Amity

FEBRUARY 2, 2016

Editor’s note: This is a living document, and our goal is to update it regularly with the best resources around customer success. The Best Customer Success Resources of 2016. Surely, you are staying up to date on the latest customer success trends – did someone say “customer marketing”?

SaaS 80

SaaS Education Customer retention Sales 80

C3Centricity

AUGUST 17, 2020

RightNow Customer Experience Impact Report. Walker forecast that by 2020, customer experience will overtake price and product as the key brand differentiator. Customers 2020 Report. A 10% increase in customer retention levels result in a 30% increase in the value of the company. Bain & Co. Source ).

Customer centricity 63

Customer centricity Big data Airlines Marketing 63

C3Centricity

DECEMBER 3, 2018

(Source: RightNow Customer Experience Impact Report). By 2020, customer experience will overtake price and product as the key brand differentiator. Source: Customers 2020 Report). A 10% increase in customer retention levels result in a 30% increase in the value of the company. Source: Bain & Co).

Big data 59

Big data Marketing B2C CRM 59

Comm100

JUNE 1, 2022

The global live chat software market was valued at $590 million in 2016. Both B2C and B2B organizations that don’t offer live chat are missing out on significant benefits that extend beyond providing high quality customer service. In competitive industries, customer satisfaction can significantly impact business.

B2C 52

B2C Chatbots B2B Sales 52