Totango

MARCH 5, 2021

Customer retention is the lifeblood of any savvy enterprise. It’s the only way to be successful in this customer-centered economy and ensure scalable long-term revenue. To retain customers, companies must make the customer experience better and ensure customers never stop seeing value from their product or service.

Customer retention 86

Customer retention Upselling Enterprise Benchmark 86

Global Response

AUGUST 7, 2023

There’s no business out there who doesn’t want to improve their customer retention and CLV. The secret weapon to improving customer retention and CLV? First, customer retention rates are always measured based on a specific timeframe, typically monthly, quarterly or annually. Your call center.

Customer retention 62

Customer retention Call Center Upselling Personalization 62

ProProfs Blog

APRIL 25, 2019

Well, one answer to that question is to make more sales, and no doubt that is important, another answer to that is customer retention. And what exactly is customer retention? No points for guessing, retain customers. Offer Customers Testimonials and Use Cases During the Sales Process.

Customer retention 99

Customer retention Gamification Surveys Feedback 99

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

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. Source: Intuit.

Customer retention 95

Customer retention Sales Marketing Scripts 95

ProProfs Blog

FEBRUARY 22, 2019

A Forrester report highlights increasing customer retention by 5% can increase profits by up to 95%. Loyal customers spend about 30% more with brands than new customers. An investment to increase retention by 5% is surely a worthy business investment. Simple formula: Customer Retention = Engagement + Investment.

Customer retention 123

Customer retention Airlines B2B CRM 123

CustomerSuccessBox

APRIL 19, 2021

It’s unlike most SaaS B2B businesses not addressing customer retention. There is a treasure trove of data on how customers interact with your organization yet most organizations are unable to act on these data points. If you can’t keep the customers you have, you certainly can’t sell them anything more.

Customer retention 52

Customer retention SaaS B2B Upselling 52

CustomerSuccessBox

APRIL 19, 2021

The real skill behind customer retention is helping customers achieve success. It would be great if you could rely directly on customer feedback to understand their satisfaction levels but more often than not these satisfaction surveys are lagging indicators. By then 50% of your customer base has already churned.

Customer retention 52

Customer retention SaaS APIs Metrics 52

Totango

OCTOBER 8, 2020

Customer retention is the continuation of a valued service. In B2B terms, it is still possible to maintain your customer relationship and even improve customer retention during uncertainty, but you will need to focus on five key steps: Understand Your Customer. Listen to Your Voice of Customer Programs.

Customer retention 63

Customer retention B2B Enterprise Best practices 63

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers. Demonstrations.

Customer retention 85

Customer retention Journey mapping Benchmark SaaS 85

Totango

MAY 5, 2020

These businesses will be well-situated to speak to, lead, and ultimately retain customers through customer retention strategies in B2B like the following: Re-evaluate Current Digital Engagement Strategy Make Use of Key Engagement Metrics Personalize Communication Foster Lasting Relationships.

Customer retention 62

Customer retention B2B Enterprise Metrics 62

CustomerSuccessBox

MAY 6, 2021

From the last couple of weeks, we’ve been writing about the importance of customer retention , key metrics to track and how Customer Success can help you drive retention, and whether your organization is ready to implement Customer success software. . Steps to implementing Customer Retention Software.

Customer retention 52

Customer retention SaaS Calibration Analytics 52

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

Nicereply

MAY 1, 2023

It’s cheaper to retain customers than it is to acquire new ones , so companies should make customer loyalty a priority. In this blog, we will discuss nine ways for building customer loyalty, retain customers and create brand champions in the year 2023. Of course, not everyone knows this.

Customer retention 59

Customer retention Feedback Customer centricity Chatbots 59

Comm100

FEBRUARY 6, 2023

Personalizing the customer experience Customers’ expectations have seen significant changes over the last few years, and going into 2023; their demands are more clear than ever. They expect relevant and customized CX from their financial institutions. First, customers want it.

Customer Experience 80

Customer Experience Brand ambassadors Self service Chatbots 80

CSM Practice

FEBRUARY 1, 2021

The kickoff meeting is usually the first live interaction Customer Success has with a new customer. This includes gathering information on the customer, such as their business, why they purchased your product or service, and what business problems they need to address with your solution. Questions and answers. Next steps.

Technical Support 76

Technical Support Sales Metrics SaaS 76

Customers That Stick

JANUARY 15, 2015

We introduced our Faces of Customer Experience series in April 2014, and we’ve had the privilege of meeting and sharing the stories of a number of wonderful customer-facing professionals. We look forward to meeting more interesting professionals like them in 2015! So let us reintroduce you to our Faces from 2014.

Customer Experience 104

Customer Experience Employee engagement Banking Customer retention 104

aircall

JANUARY 30, 2017

Customer retention refers to how successfully a business manages to keep its paying customers. Customer retention means earning customers’ trust and repeated patronage. Why is customer retention so important? Customer retention and growth. Customer retention and churn.

Customer retention 76

Customer retention Education Self service Feedback 76

REVE Chat Blog

JANUARY 22, 2020

You can not persuade anyone to buy what you’re offering unless you understand what your customer needs. . Understanding what customer wants should be the focal point of every business and meeting their needs will build a solid customer base. The importance of anticipating customer needs can’t be overstated.

Construction 108

Construction Feedback Customer centricity Surveys 108

bold360 Blog

NOVEMBER 6, 2018

It’s at the point of conversion that most companies turn their focus to their next objective: landing another customer. You meet someone new — and you put your best foot forward. They way your customers see it, you stopped trying. 2 And increasing customer retention rates by 5% increases profits by 25% to 95%.

Upselling 209

Upselling B2C Customer retention Marketing 209

CrazyCall

DECEMBER 19, 2019

A short meeting or phone call between your sales and marketing leaders can work wonders to make sure the whole team is working from the base of your brand’s message. It’s okay to start small, a quick monthly meeting or phone call to talk about any patterns and experiences with customer engagement will go far.

Customer retention 66

Customer retention Sales Marketing Customer Service 66

ChurnZero

DECEMBER 27, 2019

I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. With over 70+ published blogs this year, we whittled down our list to the ten most popular posts from the ChurnZero team and friends. . Top 10 Blog Posts from 2019 .

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

CSM Practice

FEBRUARY 1, 2021

The kickoff meeting is usually the first live interaction Customer Success has with a new customer. This includes gathering information on the customer, such as their business, why they purchased your product or service, and what business problems they need to address with your solution. Questions and answers. Next steps.

Technical Support 40

Technical Support Sales Metrics SaaS 40

ClientSuccess

SEPTEMBER 26, 2019

Closely monitor customer health metrics on a regular basis. . Sam Fiel, Customer Success Manager at ClientSuccess, defines customer health as “the current state of customer satisfaction after a given engagement (i.e. emails, meetings, and phone calls). Are my customers happy or are they not?

Customer retention 49

Customer retention Metrics SaaS Upselling 49

Beyond Philosophy

DECEMBER 23, 2014

How can marketers avoid creating a disappointed Customer? I read the BusinessInsider.com blog about “ The 16 Most Disappointing Places to Visit on Earth ,” which included places like Casablanca, Jamaica, and the Pyramids in Cairo. Clearly avoiding disappointment means meeting the expectations of your Customers.

Customer emotions 247

Customer emotions Customer centricity Customer retention Consulting 247

PeopleMetrics

DECEMBER 18, 2015

In keeping with millennia of human tradition, let’s look back at our top ten blog posts from 2015. Without further ado, here's number 10: Starting off this list is a post for those who are confused about how to measure customer experience improvement. If you haven't already, we invite you to subscribe to our blog !

Customer Experience 61

Customer Experience Best practices Banking Metrics 61

Totango

JULY 8, 2022

If your CS platform requires heavy IT implementation, extensive training, or is difficult to iterate or improve upon, then your teams will be forced to be reactive, rather than proactive, creating significant gaps in your customer journeys. This leads to poor customer retention, slow growth, high churn rates and employee burnout.

CRM 104

CRM Customer retention Self service Best practices 104

Totango

SEPTEMBER 6, 2022

A quarterly business review is a customer meeting conducted every three months to discuss how well you’re meeting your customer’s desired outcomes and what adjustments you can make to achieve your customer’s future goals. The focus on value in QBR meetings makes them distinct from other types of customer meetings.

SaaS 106

SaaS Technical Support Benchmark Accountability 106

ClientSuccess

DECEMBER 5, 2022

This will help you further understand their needs and develop your product in a meaningful way which meets the needs of each customer segment. finding and managing a core customer base. Be clear about why customers should expend the time and energy to be part of your CAB. Hosting Your First CAB Meeting.

SaaS 87

SaaS Customer advocacy Feedback Enterprise 87

Anexa BPO

JANUARY 27, 2023

In this blog, we will discuss some of the essential customer service team stats that businesses should monitor to ensure their service is meeting customer expectations. Customer Retention Rate Customer retention rate measures the percentage of customers who continue to do business with a company over time.

Average Handle Time 52

Average Handle Time Customer retention Metrics outsourcing 52

Select VoiceCom Blog

JANUARY 8, 2024

Media outlets must balance consistency and innovation as they strive to meet individual expectations while staying true to their brand. SVC partners with a New York media outlet SVC began an outsourcing partnership with a New York media outlet in 2020 to assist them in customer service and retention as well as tech support.

Customer retention 52

Customer retention outsourcing Metrics Customer Support 52

Anexa BPO

MARCH 10, 2021

If you’re finding that your customer service activities are suffering, outsourcing companies could be the answer. Meeting Customer Needs. Customer service allows you to nurture valuable relationships that are vital to your business. Repeat customers are expected to spend 67% more than new customers.

outsourcing 93

outsourcing Customer Service Business Process Outsourcing Customer retention 93

Totango

MAY 6, 2021

What is customer retention ? We’ll discuss what customer retention means as a concept, as a strategy and as a metric. And we’ll offer an eight-step path to increasing customer retention by following best practices and leveraging the power of automation. What Is Customer Retention?

Customer retention 74

Customer retention Best practices Education Benchmark 74

Win the Customer

SEPTEMBER 12, 2023

Traditional businesses often face the challenge of adapting to new customer expectations and technologies. Even long-established businesses can embrace change and revolutionize their customer interactions. In this blog post, we’ll explore strategies that traditional businesses can adopt to innovate in customer experience.

Customer Experience 59

Customer Experience Customer centricity Analytics Feedback 59

Nicereply

OCTOBER 9, 2023

Table of Contents How is customer success different from customer service? Customer satisfaction score (CSAT) 2. Customer churn rate 4. Customer lifetime value (CLV) 5. Customer retention rate 6. Free trial conversion rate Key takeaways What is customer success? Net promoter score (NPS) 3.

SaaS 52

SaaS Metrics Customer retention Surveys 52

SmartKarrot

NOVEMBER 2, 2020

Customer retention is very challenging for businesses especially in 2020. The unprecedented times and business environment have made it uncertain for business leaders on what steps to take to retain customers. So, retaining customers becomes necessary for any company to sustain itself in this economic turbulence.

Customer retention 21

Customer retention Consulting Consulting Marketing 21

Totango

MAY 19, 2021

Customer 360. Customer Retention. Customer Journey Orchestration. For instance, if it’s important for you to be alerted to at-risk customers so you can intervene proactively and save that business, then you would rate Customer Retention at a 20. Segmentation and Personalization.

Real estate 107

Real estate Customer retention Enterprise Analytics 107