Totango

MAY 6, 2021

What Is Customer Retention? Customer retention refers to the act and process of keeping customers as loyal repeat buyers who are likely to promote your brand to others. As a concept, in a SaaS context, it represents how successful a company is at getting customers to renew subscriptions or licenses.

Customer retention 74

Customer retention Best practices Education Benchmark 74

Nicereply

MAY 11, 2020

McKinsey found that repeat e-commerce customers spend more than double what new customers spend ($52.50 average cart size for repeat customers, compared to $24.50 for new customers). SaaS businesses can see a similar benefit by upselling existing customers and providing more value as the account grows.

Customer retention 115

Customer retention SaaS Metrics Surveys 115

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases, follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

SmartKarrot

JUNE 8, 2022

However, a respectable number of A-listed marketers advise to “stop trying to delight customers”! These marketers are of the view that customer delight does not guarantee customer loyalty. What is Customer Delight? The paper details that customer loyalty increases only marginally due to customer delight.

SaaS 11

SaaS Customer effort Feedback B2B 11

ChurnZero

JUNE 17, 2022

Make sure that every customer is getting this content. If someone’s consistently missing content or if half of your customers are not completing trainings or not hitting this article, what is that barrier? There should be an open feedback loop. There’s got to be a barrier here. These should be very in sync.

Metrics 98

Metrics SaaS Surveys Self service 98

Kayako

MARCH 18, 2019

In this article, we’ll talk about ten of those such customer service and support complaints, and how you can address them. If it’s a SaaS product, and they lost time while you troubleshot and fixed the bugs, maybe offer them a refund or some credits to make up for lost time. I want a refund. You make a mistake in your response.

Customer Service 55

Customer Service Construction SaaS Feedback 55

Totango

AUGUST 11, 2022

Knowing how to build client relationships digitally is critical for SaaS businesses. Most interactions with your SaaS customers are digital, making handling these opportunities decisive for customer satisfaction, loyalty, repeat business and referrals. Customer satisfaction and feedback surveys.

SaaS 106

SaaS Journey mapping B2B Feedback 106

ChurnZero

JUNE 17, 2022

Make sure that every customer is getting this content. If someone’s consistently missing content or if half of your customers are not completing trainings or not hitting this article, what is that barrier? There should be an open feedback loop. There’s got to be a barrier here. These should be very in sync.

Metrics 52

Metrics SaaS Surveys Self service 52

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

Nicereply

JUNE 18, 2020

Any investment in customer retention programs pays off in the form of higher revenue and reduced customer acquisition costs. Great companies think long term when it comes to keeping customers around. SaaS and eCommerce have been around long enough that some companies now have customers for over a decade.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

ShepHyken

MAY 24, 2019

This week we feature an article by Gaetano DiNardi who discusses how many customer service surveys are not giving you proper data and suggests how to improve them. Nextiva has put together a series of 60+ questions crafted to perfectly fit into the three most common rating scales: Customer Satisfaction (CSAT).

Surveys 270

Surveys Customer Service B2B SaaS 270

ChurnZero

SEPTEMBER 25, 2020

[This is the second installment of a two-part article series. The first installment outlined the significance of (and ramifications of not) marrying your Customer Success and Product teams, how to spot the misaligned warning signs, and decoding each team’s unique working style.]. Fix Communication Breakdowns With Formalized Feedback.

Customer centricity 76

Customer centricity Feedback Construction Marketing 76

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Customer Experience 64

Customer Experience Journey mapping B2C B2B 64

ChurnZero

NOVEMBER 2, 2018

Willing to Fight for You – As part of being loyal, Promoters will also fight for your brand, actively providing positive feedback when negative reviews or comments are at play. Psychology Today had written an article that compiled the results of a few different studies in regards to how humans receive bad information versus good.

Journey mapping 95

Journey mapping Metrics Surveys Feedback 95

Amity

OCTOBER 23, 2018

This article was originally published on WnTD's blog. It is also worth engaging an independent unbiased third party to do a Voice of the Customer project and analysis. It typically involves interviewing customers and looking at your NPS scores and strategy. CSAT Score (customer satisfaction). Number of users.

Metrics 76

Metrics Best practices Customer retention SaaS 76

SmartKarrot

JULY 26, 2021

A lot has been said and written about customer experience and still, there are tons of questions on CX. This article attempts to answer some of the most frequently asked questions on customer experience. What is customer experience? Popular customer experience metrics/ KPIs?). This is a well-established fact!

Customer Experience 11

Customer Experience Journey mapping SaaS Metrics 11

aircall

NOVEMBER 4, 2016

This article will explore the various beneficial effects that computer-telephone integration can have on your call center installation, and on your customer experience. You can integrate services dedicated to live chat, email, call logging, purchase history, feedback surveying, support tickets, and many more. Lowered costs.

Customer Support 83

Customer Support Call Center Interactive Voice Response Automatic Callback 83

SmartKarrot

SEPTEMBER 22, 2020

Customer loyalty. Customer loyalty is one of the main goals for businesses that run on a continuous stream of income. Especially in a SaaS organization, you need to retain your customers to increase their lifetime value. This ensures that you are: Able to recover your cost of customer acquisition.

Advertising 10

Advertising Surveys Feedback Upselling 10

aircall

NOVEMBER 4, 2016

This article will explore the various beneficial effects that computer-telephone integration can have on your call center installation, and on your customer experience. You can integrate services dedicated to live chat, email, call logging, purchase history, feedback surveying, support tickets, and many more. Lowered costs.

Customer Support 54

Customer Support Interactive Voice Response Call Center Automatic Callback 54

Solvvy

SEPTEMBER 17, 2022

Articles, white papers, and e-books. The key is to create a knowledge base that’s easy for your customers to search and use and that presents information clearly. Other people prefer to learn by reading or even printing how-to articles for reference as they troubleshoot. How-to instructions. Product specifications.

Customer Service 62

Customer Service Self service Engineering Customer Support 62