Freshcaller

AUGUST 21, 2018

One customer satisfaction definition may be different from the next one, and these definitions co-exist with multiple ways to create satisfaction, and a number of metrics to measure it. The most widely acclaimed customer satisfaction definition (and what it implies). Wait, but why is customer satisfaction important?

B2C 40

B2C Customer retention B2B Metrics 40

Kayako

NOVEMBER 9, 2018

A growing concern for customer retention, expansion, and cross-sell opportunities is customer effort. This “effort villain” is out to get your customers at every chance. We know that the more effort a customer has to exert, the more likely they are to churn. To battle this, Customer Effort Score was born.

Customer effort 48

Customer effort B2C B2B Customer retention 48

Lumoa

FEBRUARY 9, 2023

Whether you’re new to customer experience or seeking inspiration, this guide serves as your ultimate resource for exploring and delving deeper into this exciting field. The situation when B2B CX was very distant from B2C CX has been rapidly changing. Customer churn is the opposite of retention.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

ChurnZero

JUNE 28, 2019

Customer retention is becoming a top-of-mind KPI in boardrooms around the world, and even the smallest errors can have profound impact on your bottom line. While the situation may have been out of your control, proper analysis and viewing the situation at a 10,000-foot level will allow you to identify and close any service gaps.

B2B 49

B2B B2C Entertainment Customer advocacy 49

JivoChat

AUGUST 24, 2021

Many people don’t understand the importance of customer service metrics. Consider that 78% of customers will do business with you again after a mistake if you have excellent customer service. The main challenge is knowing which metrics to track. Ticket Volume. Unresolved Tickets.

Metrics 59

Metrics Customer Service Upselling Average Handle Time 59

SmartKarrot

APRIL 24, 2020

Customer segments are groups of customers that share common characteristics like industry, number of employees, products, location, etc for B2B marketing and gender, age, preferences, demographics, etc for the B2C market. With better efforts, your customer relationships take a new form.

SaaS 12

SaaS B2C B2B Customer retention 12

LiveChat

APRIL 20, 2016

Churn rate is one of the defining metrics for any subscription-based business. Keeping an eye on your churn is the easiest way to check if your customers are happy with what they are getting. If your net number of customers keeps growing, you can still use this metric to check if you could be growing faster.

Metrics 50

Metrics B2C Accountability B2B 50

SmartKarrot

MARCH 8, 2022

Her blog posts continue to serve as a valuable resource for people who seek to understand and master customer success processes. A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. Amarachi Ogueji. Anita Toth. Daphne Lopes. Keri Keeling.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

Lumoa

MARCH 20, 2018

The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers. We’re moving towards personalized omnichannel experience in B2B customer journeys. Customer churn is the opposite of retention.

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

Lumoa

MARCH 20, 2018

The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers. We’re moving towards personalized omnichannel experience in B2B customer journeys. Customer churn is the opposite of retention.

Customer Experience 64

Customer Experience Journey mapping B2C B2B 64

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

Amity

FEBRUARY 2, 2016

Are Your Customer Success Stories Being Heard? Communicating your customer's successes can be one the strongest marketing approaches there is. Exploring the Top 5 Benefits of Customer Success. The Reason Why More Companies Are Using Customer Success Teams to Ensure Customer Lifetime Value. McKinsey & Co.

SaaS 80

SaaS Education Customer retention Sales 80

JivoChat

JUNE 15, 2021

One of the reasons Shopify is so popular is that it can be customized in a variety of ways, thanks to the availability of more than 4,200 apps. B2B and B2C users can use apps to improve their Shopify store experience, integrate Shopify with other tools they’re using, and streamline the online shopping experience. Loyalty Lion.

Upselling 52

Upselling Analytics Sales Marketing 52