40 Customer Retention Statistics You Need to Know


Learn about the top two customer surveys for predicting and increasing customer retention. Anytime a customer cuts ties, you experience the negative impact of customer churn. Customer Retention by the Numbers. Institute of Customer Service ).

How to Build a Customer Retention Strategy

ProProfs Blog

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.

5 SaaS Renewal Process Best Practices for Customer Retention


With a focus on lifetime customer success rather than on quick revenue raising, you can turn your renewal process into a celebration of an ongoing partnership. Customer retention is about the promise of continued growth. Understand your customer’s journey.

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The 5 Best Customer Retention Strategies for Subscription Businesses


The most desirable customer in the world is your customer. 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.

6 Customer Retention Strategies that are Here to Stay


If you think retaining an existing customer is expensive and unnecessary, try acquiring a new one. It will surely get your brain and bank account working overtime. Increasing customer retention by 5% can increase profits by 25-95%. to reach potential customers.

6 Customer Retention Strategies That Keep Customers Coming Back


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.

SaaS customer retention best practices to maximize renewals


In the SaaS world, the customer-acquisition-cost (CAC) is high and the initial payment is peanuts compared to the lifetime value (LTV) of the customer. That means the customer needs to renew their contract more than once. Customer Retention Best Practices.

10 Steps to Immediately Improve Customer Retention With Journey Analytics


What’s better than acquiring one new customer? The answer isn’t acquiring two new customers. 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.

Understanding the Real Impact of Improving Customer Retention


Did you know: For every 1% increase in revenue retention, a SaaS company’s valuation increases by 12% after five years? This was just one of the takeaways from our well-attended webinar this week on- Understanding the Real Impact of Improving Retention and Customer Success Best Practices.

3 Ways to Boost Your Customer Retention Rate With Service

Win the Customer

Gartner research shows that by 2018, 70 percent of business-to-business ecommerce sites will offer customers personalized features, and sites effectively using personalization will outsell competitors by 30 percent. Improve Your Customer Experience. Track Customer Satisfaction.

4 Tips to Boost Conversions and Customer Retention on Cyber Monday


As recent high-profile data breaches like those of super brands Target and Neiman Marcus have shown, data security has become an important variable in the formula for customer retention. Enhance Your Site with Customer Reviews and Testimonials.

How to Boost Customer Retention with Unified Customer Support


When you give your customers exceptional support, they are 4 times more likely to reward you with their loyalty. Because helpdesks encourage your staff to see customers as faceless support tickets. . But customers are people, just like you and me. Your customers email you.

The Secrets of Customer Retention & Communication in E-Commerce


Providing an excellent customer experience is one of the most important ways to improve retention and profitability in any business. A smart Customer Success strategy should always be set as a priority for any business in today’s market. Give Customers Value for Money.

Differences between Key Account Management and Customer Success


The terms Key Account Management and Customer Success are often used interchangeably within organizations. Key Account Management Versus Customer Success. The goals of both Key Account Management and customer success are to retain and build relationships with customers. For a more detailed look at how they’re different, here are some insights on how Key Account Management and customer success departments approach a few major topics: Client Focus.

Customer Retention Strategies: How to Keep Your Customers


Have you ever considered that the work, resources and manpower you put toward acquiring new customers could be better spent on keeping your current customers through customer retention? What is customer retention. Why is customer retention so important.

Rules for Increasing Retention and Creating Growth Within Existing Accounts


” You may also be seeing an all-too-common trend: customer churn and/or a slowing trajectory of revenue growth. Most companies have revenue engines that run on delicately intertwined gears of new logos, retention and upsell/cross-sell.

Customer-Powered Success: Why Advocates Play a Crucial Role in the Post-Sale Journey


Modern B2B enterprises must provide a flawless post-sale customers experience to drive high customer satisfaction and growth. Instead of only focusing on internal metrics like churn, retention, and NPS,” says Nick Mehta, CEO of Gainsight, “the most sophisticated companies are looking from the outside in, starting with the customer’s experience and desired outcomes and working.

Amazing Business Radio: Joey Coleman


Stop Losing Customers, Start Creating Loyalty. How can accountability create Moments of Magic ® ? Shep Hyken sits down with Joey Coleman to discuss how to “Never Lose a Customer,” which happens to be the title of his amazing book. What is customer retention strategies?

Thinking and acting in the interests of the customer. Have you enabled your people to do it?


When customer experience is your passion; your vocation; and you have a desire to share thought, knowledge and opinion; then identifying suitable topics to write about is not particularly challenging. The result was flustered employees and two bemused/ irritated customers.

Optimum CX: Strike the right balance of AI and other new contact center solutions and investing in the human interaction

Robert Davis

Think about your last experience calling a customer care line. Today we read a lot about artificial intelligence (AI) and other new solutions in the contact center marketplace that providers claim will help improve the customer experience (CX). By Brad Baumunk , President and COO.

Guest Blog: 5 Keys to Building Sustainable Customer Relationships


This week we feature an article by Matt Nolan who shares five keys to building more compelling, sustainable customer relationships. Customer retention used to be considered just a “service problem.” Today, we have to approach things from a customer perspective.

The Top 4 Causes of Customer Churn and How to Address Them


In the customer-centric economy, retaining current customers is a top priority. Not only are new customers expensive to win over, but loyal customers are more valuable in the long run. The Most Common Causes of Customer Churn. 4: Poor Customer Engagement.

How Changing Customer Expectations Affect Churn

Transparent BPO

It’s no surprise to anyone in the contact center industry that customer expectations of service have changed thanks to advancements in technology , such as artificial intelligence, chatbots, and automation. What Is the Cost of Customer Churn?

The Role of CX in a Sales Culture

Beyond Philosophy

Quality sales cultures are the ones where the Customer comes before the close, like Mackay’s quote indicates here. I wrote about Key Performance Indicators (KPI) and their role in the Customer Experience. They balance the needs of the Customers and the needs of their organization.

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Contact center insights: Realize the value of teaching your people how to fish

Robert Davis

Creating Accountability Through Setting Expectations and Agent Ownership. By Brad Baumunk , President and COO, Robert C. Davis and Associates. We have all heard the quote, “Give someone a fish, and you feed them for a day. Teach someone to fish, and you feed them for a lifetime.”

Are You Deliberate with Your Customer Strategy or Just Taking a Chance?

Beyond Philosophy

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy.

Losing Customers Trust is the Worst Penalty VW Will Face

Beyond Philosophy

I find it beyond belief how large organizations can cheat and lie to their Customers. Because they lied to their Customers. which accounts for only about 6% of global sales for the brand. VW is a HUGE brand, and they have just lied to customers. It is essential to building Customer loyalty. When will companies learn to stop lying to their Customers? Target and Snapchat: The Power of Customer Loyalty.

Contact center insights: Realize the value of teaching your people how to fish

Robert C. Davis and Associates

Creating Accountability Through Setting Expectations and Agent Ownership. By Brad Baumunk , President and COO, Robert C. Davis and Associates. We have all heard the quote, “Give someone a fish, and you feed them for a day. Teach someone to fish, and you feed them for a lifetime.”

What Does The Scottish Independence Vote Have to Do with Customer Experience?

Beyond Philosophy

Before I explain what I mean by that and how it has to do with Customer Experience, however, let me first tell you where I was born. 2] The study found price increases had twice the effect on customer switching, compared to price decreases.”. Well, there you have it!

How to Make or Break Your Customer Experience

Beyond Philosophy

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.

3 Key Pillars of a Successful NPS Program with Salesforce


It’s no secret it costs five times more to attract a new customer than to keep an existing one. This is because returning customers buy more over time so operating costs shrink; whereas finding new customers is laborious and expensive. Close with a custom thank you page.

eBay & PayPal’s Split is Good for Customers

Beyond Philosophy

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company.

Is Your Contact Center Training Missing These Things?

Integrity Solutions

The reality is, your contact center’s success still hinges on the quality of the conversations your agents have with your customers. The reality is, your contact center’s success still hinges on the quality of the conversations your agents have with your customers.

With customer experience design, functional is good. But don’t stop there – by Beth Richardson


“Focus on the whole journey, not just the transaction” In the world of Customer Experience (CX) you will hear this phrase frequently. The difference between a user story like the one above, and meeting a customer’s overall goal. Customers are human.

Reducing Churn: ROI-Focused SaaS Strategies for Customer Success


Fear of customer churn can make you feel you’re standing above a trap door, like the floor could fall away at any moment. We believe in data-driven, proactive customer success that lets you take control of your churn risk and strengthen your customer relationships. Reducing churn in this customer-centered subscription economy means placing the customer at the center of everything you do. It’s about proactive customer success , not reactive customer service.

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RCDA drives KPI achievement through call flow enhancement and agent and leadership development

Robert Davis

RCDA’s focus is client-dependent and ranges from improving acquisition rates, improving customer retention and improving VOC and NPS to upselling and cross-selling products and services. Customer upgrades resulted in increases from 9.5% By Brad Baumunk , President and COO.

Destroying Brand Experience, One at a Time

Beyond Philosophy

When the brand experience falls short of the promise, Customers feel disappointed, frustrated, and frankly, hacked off! Let’s take a look at my two experiences and see what we all can learn about fulfilling the brand promise for our Customers at the Customer Experience level. When a Customer asks you how much a product is, tell them. But paying people on Customer satisfaction also doesn’t ensure success, as what followed was a catalog of errors.

So What?! There are plenty more customers where he came from!


The hiatus in my writing does not mean I have run out of things to say on the subject of customer experience (CX) (boo, say some; hurrah, say others!) – far from it! Sadly, during that same period I have also ceased to be a customer of every single one!! This is what customers do.

The Distance Between Prawn Crackers and Preferences in Most Customer Experiences Today. By Greg Moore, Episerver


We are all customers. Out in the wild” we know that our customer experience is shaped by the perception we have in each interaction with a brand. So why don’t we prioritize this for our business, for our customers? Where to Begin: Customer Insights.

Why Customer Loyalty is Essential to SaaS Companies


Given so many companies are making this switch, why should you care at all about customer loyalty? Demand for SaaS solutions may be at an all-time high, but customer loyalty still holds tremendous value to a business. Loyal customers can help sales in two specific ways.

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