Beyond Philosophy

AUGUST 4, 2015

Harvey Mackay, Sales Expert, Author and Columnist. Quality sales cultures are the ones where the Customer comes before the close, like Mackay’s quote indicates here. Ricoh Canada has a real world example of making this kind of change to their sales driven culture and making it work. In many ways, this is smart.

Sales 398

Sales Customer centricity Customer Experience Accountability 398

Quiq

MARCH 31, 2022

Marketing and sales consistently combine their efforts to attain the most customers at the lowest price. But few businesses dedicate as many resources to customer retention. Keeping customers happy and continuing to buy from your e-commerce business deserves (and often requires) as many resources.

Customer retention 77

Customer retention Metrics Personalization Benchmark 77

Taylor Reach Group

MARCH 10, 2020

Over the past number of years, the customer experience (otherwise known as “CX”) has become a profession unto itself. Roles like Chief Customer Officer, Customer Experience Director, Manager, Customer Success have been popping up. they aim to improve the client experience in some way.

Customer Experience 123

Customer Experience Journey mapping Customer retention Call Center 123

Integrity Solutions

DECEMBER 11, 2023

What is cold calling and what does it look like in the current sales world? But sales prospecting is the bread-and-butter, core activity that leads to sales growth and success — and cold calling is one of the most effective prospecting strategies available. Your mindset may actually be the key to success.

Sales 98

Sales Accountability Coaching Marketing 98

Nicereply

JUNE 18, 2020

Customer retention is the act of keeping customers engaged, creating customer advocates, and reducing churn before it happens. Imagine you never acquired another customer. Your sales team went home, and all you had left was your current group of customers. What is customer retention?

Customer retention 125

Customer retention Feedback Surveys Metrics 125

Hello Customer

JANUARY 16, 2020

January typically is a month to forecast trends, and we believe customer retention will be an important one. But we see increasingly more organisations move their focus from aggressive acquisition investments to retention management. Customer retention or acquisition? On top, new customers often get more benefits.

Customer retention 92

Customer retention Feedback Customer Care Metrics 92

ProProfs Blog

JUNE 21, 2019

Do you have a customer retention strategy? Companies focus on customer acquisition strategies, since increasing your customer count is the lifeblood of your business. But, customer acquisition won’t help, if you are unable to retain customers. Understand Customer Retention.

Customer retention 95

Customer retention Sales Marketing Scripts 95

aircall

JUNE 30, 2021

Many look to the company for ways to improve customer retention. Email: Ring’s Secret to Improve Customer Retention. For one thing, it sends new customers emails to share tips on properly setting up the product. However, Ring is not the only company to reap the rewards of its stellar customer retention strategies.

Customer retention 62

Customer retention Customer advocacy Wait times Brand ambassadors 62

NobelBiz

OCTOBER 24, 2023

Both the customer experience map and the journey map are essential tools for businesses aiming to understand and improve the interactions their customers have with their brand. What is a Customer Experience Map? Social media engagement for customer feedback. Loyalty program enrollment for customer retention.

Journey mapping 104

Journey mapping Customer Experience Interactive Voice Response Contact Center 104

ChurnZero

AUGUST 11, 2020

Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? Customer retention, along with new customer acquisition, has been challenging for most companies when the pandemic hit. Get a 360-Degree View of Your Customers . This is shocking.

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

ShepHyken

JULY 26, 2019

This week we feature an article by Charles Richard who shares an article about how important it is for software development companies to have a successful customer experience strategy. We all crave for “more”- entrepreneurs expect more from their employees whereas your coworkers as well customers may expect more from you.

Customer Experience 286

Customer Experience Feedback Customer centricity Customer retention 286

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. These choices affect the Customer Experience.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.

B2B 111

B2B Customer Experience B2C SaaS 111

JivoChat

JULY 20, 2021

People have a lot of options these days, so if you don’t have good customer retention strategies , your business won’t be as stable or profitable. It costs five times as much to win a new customer as it does to retain an existing one. In this post, we’ll reveal why you should start focusing on customer retention and when.

Customer retention 52

Customer retention Gamification Education Self service 52

Lumoa

FEBRUARY 2, 2023

Before the digital age, customer experience in retail was a completely different world. But the need to deliver an outstanding customer experience hasn’t. According to research, 95% of consumers believe customer experience is the key to brand loyalty. Where and how they take place has changed, of course.

Customer Experience 94

Customer Experience Chatbots Surveys Journey mapping 94

Method:CRM

MAY 1, 2023

You’ve gathered all the customer information you can dream of through your CRM system, but now what? How do you make sense of the CRM and customer experience data you’ve worked so hard to collect? Read on to learn more about how you can use your CRM and customer experience data to its fullest potential.

CRM 93

CRM Customer Experience Self service Customer Support 93

CustomerSuccessBox

MARCH 15, 2022

So let’s deep dive into Customer Success, Customer support and Account management. What is customer success? The initiative was taken by the business to assist the clients or the customers to effectively use its products and plan the business operations to be empowering and successful. Minimizing churn.

Accountability 52

Accountability Customer Support Management Upselling 52

Pointillist

JUNE 15, 2018

Much of the marketing world is still focused on customer acquisition, but to improve customer retention will yield f ar better ROI and cost about 5-25X less than customer acquisition. What is Customer Retention? Why Customer Retention Matters. My Customer Retention ?

Customer retention 110

Customer retention Analytics Airlines Personalization 110

Method:CRM

APRIL 3, 2023

In today’s competitive environment, it’s becoming more important than ever to invest in small business customer experience. But how do you go about creating an enjoyable experience that keeps customers coming back? Through this blog post, you’ll answer the question, “How do CRM systems improve customer experience?”

CRM 52

CRM Customer Experience Self service Sales 52

Totango

MAY 17, 2024

Leading companies and CS teams are paving the way by providing innovative solutions that leverage AI technologies to accelerate impact and drive customer retention and growth. As a result, CSMs spend a staggering 35% of their time compiling details on customer accounts using various tools. Tools like Chorus and Gong.io

Accountability 71

Accountability Government Chatbots Engineering 71

Totango

JANUARY 15, 2019

While it’s no doubt a thrill to pursue and persuade a new customer to work with your enterprise, for software and subscription-based businesses, the real value lies in customer retention. But your customer retention strategies should be based on long-term thinking. Leveraging Customer Retention Strategies.

Customer retention 75

Customer retention Customer centricity Enterprise CRM 75

Netomi

NOVEMBER 23, 2022

Customer experience has become a critical differentiator for companies looking to stand out from the crowd. In today’s fast-paced and highly competitive business landscape, quality customer experience has become even more important. Customers have more choices and higher expectations than ever before.

Customer Experience 52

Customer Experience Customer retention Employee engagement Chatbots 52

ShepHyken

OCTOBER 6, 2022

In over 13 years of practice working with many organizations on their customer experience (CX) programs and having seen the type of research and measurements they do, I’ve only come across a handful of organizations that can prove to you how much value customer emotions bring to the company. The problem I see is this.

Journey mapping 174

Journey mapping Customer emotions Customer effort B2C 174

Satrix Solutions

JULY 28, 2021

It’s an interesting question because most people don’t think about a Customer Experience (CX) program in terms of risks. As many studies have demonstrated , a company-wide focus on delivering a strong customer experience at every touchpoint will often have very positive effects on a business. So what’s the biggest risk?

Customer Experience 122

Customer Experience B2B Surveys Construction 122

ChurnZero

MAY 3, 2019

If you want your business to be successful in the long run, it pays to give priority to customer retention. Landing a customer who will pay for life is like hitting the jackpot. After all, it takes five times more effort to land a new customer than to retain an old one. Invest in Customer Service. Upcoming Webinar.

Customer retention 75

Customer retention CRM Upselling Sales 75

JustCall

NOVEMBER 24, 2022

Do you know that many sales reps don’t like to follow imposed instructions, and 2/3rds of all salespeople don’t follow a s ales process ? Salespeople must be creative, often adapting their selling techniques to a potential customer’s needs and sometimes whims. What is a Sales Process ? Sales is a numbers game.

Sales 52

Sales B2B Surveys CRM 52

Satrix Solutions

SEPTEMBER 8, 2020

As the marketing leader in your organization, you’ve likely been asked to play a pivotal role in the customer experience (CX). Justifiably, many CEOs are charging CMOs to embrace this responsibility and shift their focus towards understanding what drives customer loyalty. Marketing the Customer Experience.

Marketing 78

Marketing Customer Experience Benchmark B2B 78

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. What is customer experience? Customer experience is how your customers perceive their interactions with your company. What is great customer experience?

Customer Experience 134

Customer Experience Metrics Journey mapping Feedback 134

ChurnZero

JANUARY 26, 2022

Improving Customer Retention and Account Management with the ChurnZero and HubSpot Integration. From a Customer Success and Marketing perspective, optimizing the customer experience might look like exploring support tickets, talking to customers, and running reports on recently churned customers to find out why.

Customer retention 97

Customer retention Chief Customer Officer Accountability SaaS 97

Education Services Group

MAY 15, 2023

Silos prevent Customer Success from establishing a robust and consistent customer experience across the entire customer journey. As a matter of fact, 53% of businesses say that overcoming organizational silos is a top-five barrier to improving their customer experience. They hurt the entire organization.

Sales 52

Sales Customer Experience Accountability Management 52

Global Response

MARCH 1, 2023

When was your last terrible customer experience? Unfortunately, bad customer experiences are all too common—and difficult to forget. However, when you are the brand, customer experience can feel even more difficult to navigate. What do customers want, and how can you provide it for them?

Customer Experience 62

Customer Experience outsourcing Feedback Metrics 62

Education Services Group

AUGUST 16, 2022

CS Plans can also help ensure that the handoff between sales and CS goes nice and smooth. For all these reasons and more, I’d say the best Customer Success Plans are developed collaboratively with your customer and your counterparts in Sales during the pre-sale stage of the customer journey.

Sales 52

Sales Best practices Customer retention Accountability 52

ProProfs Blog

DECEMBER 24, 2019

What makes live chat scripts so important for sales and customer service? To realize all the benefits of live chat scripts, you need to understand the importance of chat etiquette for your customers’ experience and satisfaction. Can you please tell me your current account zip code? Active promotions.

Scripts 133

Scripts Sales Customer Service Accountability 133

ProProfs Blog

MAY 6, 2020

That’s why your business needs to work towards building a customer experience that: Encourages customers to become loyal to your brand . Prompts them to share their awesome experience with your brand on public platforms. Helps you bring in new customers via word-of-mouth publicity. Future of Customer Experience.

Customer Experience 99

Customer Experience B2B B2C Sales 99

Kayako

AUGUST 21, 2018

What is customer retention? Simply put, customer retention refers to the strategies and tactics businesses use to encourage repeat purchases and ongoing loyalty from their existing customer base. That’s why customer retention is so vital for businesses of every stripe. Build a Customer Feedback Loop.

Customer retention 49

Customer retention Banking Feedback Customer Support 49

Method:CRM

SEPTEMBER 7, 2022

Improving the customer experience of a business brings many benefits, like happier customers and stronger feelings of loyalty to your company. However, creating a great customer experience isn’t as easy as it sounds. What is customer experience? What is customer experience?

Customer Experience 52

Customer Experience Metrics Journey mapping Feedback 52

CustomerSuccessBox

NOVEMBER 2, 2021

A seamless handoff from sales to customer success to implementation is necessary to deliver the promised early value. This is crucial to make your customer’s experience easier. CS professionals must have felt the grunt of a bad transition from Sales to Customer Success. Customer Retention.

Sales 52

Sales Engineering Upselling Customer retention 52