Help Scout

AUGUST 22, 2023

In this comprehensive guide, we explore what customer acquisition cost (CAC) is, why it’s important, how to calculate it, and strategies to improve it. Read the full article

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CustomerSuccessBox

FEBRUARY 2, 2022

Customer Success (CS) and customer experience are often disregarded when firms merge, despite the fact that it is undoubtedly one of the most crucial components of any business. According to Gartner’s research, organizations of the future will compete mostly on customer experience.

Upselling 52

Upselling Education Accountability Engineering 52

Totango

APRIL 30, 2021

Comparing the cost of customer retention versus customer acquisition underscores why retaining clients is so important. Calculating the Cost of Customer Acquisition. To calculate your average CAC, total up all the marketing and sales costs that go into your acquisition efforts for a given period.

Customer retention 63

Customer retention Advertising Engineering Upselling 63

Andrew Mcfarland

SEPTEMBER 13, 2020

How does your company treat customer acquisition – like marriage or speed dating? The answer to this question will help decide your organization’s survival odds. Consider this dating world analogy… What if I assigned a goal for you to go.

Best practices 62

Best practices 62

Voiptime

MARCH 23, 2023

We have severally mentioned that customer retention is more beneficial and cheaper than customer acquisition, but is this enough to close the topic about these two different business growth strategies? So, is the answer “You should do both customer retention and customer acquisition” a perfect solution, like “one size fits all”?

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Customer retention 40

CustomerSuccessBox

SEPTEMBER 2, 2021

Customer Acquisition Cost (CAC) can be calculated by dividing all the Marketing and Sales costs required to acquire a new customer within a specific time. An average SaaS business spends 92% of their first-year revenue on customer acquisition. How To Calculate Customer Acquisition Cost.

SaaS 52

SaaS Metrics Advertising Sales 52

Fonolo

JUNE 5, 2019

Big question: How should text-based communication work alongside voice for customer service? Chat gained popularity quickly when customers realized chatting could be more pleasant than calling; and companies realized that agents could handle multiple conversations in parallel (thus lowering costs). Then real-time chat came along.

Customer Service 73

Customer Service B2C Contact Center Call Center 73

ClearAction

OCTOBER 16, 2019

Acquisition Addiction’s Impact on Customer Experience ROI Lynn Hunsaker. Addiction to acquisition of customers is taking a toll on customer experience ROI. trillion dollars lost through customers switching suppliers every year in the USA is equivalent to the GDP of Canada or Italy? Did you know that 1.8

Customer Experience 59

Customer Experience Customer centricity Marketing Customer retention 59

CustomerSuccessBox

FEBRUARY 23, 2022

Customer Acquisition and Retention play a key role in keeping in touch. When we talk about customer retention, we usually try to influence the loyalty of an existing customer. Customer acquisition is based on an established marketing strategy. 3+1 Strategy To Retain Customers That Is Worth Applying.

Advertising 52

Advertising Engineering Customer retention Feedback 52

LiveVox

DECEMBER 16, 2020

Customer priorities have […]. The post Building a Customer Acquisition Strategy for the NEW New Normal appeared first on Livevox. Between business closures, job losses, and changes in spending habits, the pandemic has wreaked havoc on the global economy.

Personalization 52

Personalization Customer Service 52

CSM Magazine

MAY 20, 2020

No business can thrive without new customers. And in order to get new customers, a company has to have a good customer acquisition strategy. A customer acquisition strategy needs to be a crucial business component. You can’t market your brand properly if you don’t have your target customer in mind.

Sales 52

Sales Marketing Advertising Engineering 52

CustomerGauge

JUNE 21, 2017

acquisition of Whole Foods. This is a big move for the retail powerhouse, and one of their largest acquisitions to date. The post Why Amazon’s Acquisition of Whole Foods is a Big Deal for Customer Experience appeared first on CustomerGauge. So, why did […].

Customer Experience 91

Customer Experience 91

ShepHyken

FEBRUARY 20, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: What role does employee experience play in customer experience? How can companies improve employee experiences for better customer experiences? How can companies design experiences to enhance customer retention and acquisition?

Customer retention 194

Customer retention Analytics Customer Experience Customer Service 194

SharpenCX

FEBRUARY 6, 2019

Hanging on to your current, loyal customers packs more bang for your buck than acquiring new customers. Research shows that for every cent a company shells out to improve customer service, the ROI is between 34 to 400 percent.

Customer retention 59

Customer retention Contact center software Contact Center Customer Service 59

TLC Associates

AUGUST 6, 2019

We’ve seen plenty of PR nightmares arise as businesses, with the best of intentions, attempt to prune their own acquisition budgets. The most common problem is that as businesses slash customer procurement costs, they also erode their customer experience – creating a financial wash or even a net loss when the dust settles.

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Outbound sales Customer Experience outsourcing Customer retention 40

CX Journey

MAY 9, 2018

Image courtesy of Quadient Where does your company put a greater focus, on acquiring new customers or on retaining existing customers? The old debate stands: should companies focus on customer acquisition over retention ? Here's my bottom line on this dilemma: Both acquisition and retention will always be important.

Advertising 60

Advertising Marketing Sales Customer retention 60

Aspect

MARCH 19, 2018

Consumers in many industries now change vendors more quickly than in the past, which makes a great customer experience more important than ever. A large German utility conducted a project with Aspect and a system integrator, that focsed on both of these challenges: customer acquisition and retention.

Interactive Voice Response 76

Interactive Voice Response Telecommunications Chatbots Self service 76

Advantage Communications

JANUARY 10, 2020

(ACI) is pleased to announce that it has expanded its global presence, as well as strengthened its position as a challenger to the conventional outsourced contact center industry, with the acquisition of leading Mexican call center, First Kontact.

Call Center 59

Call Center outsourcing Contact Center Customer Service 59

ShepHyken

MAY 3, 2021

Each week I read a number of customer service and customer experience articles from various resources. An online music gear retailer tackles customer experience with a ‘Sweetwater’ difference by Judy Mottl. Retail Customer Experience) Sweetwater Sound Inc., Retail Customer Experience) Sweetwater Sound Inc.,

Customer Service 273

Customer Service Entertainment Banking Marketing 273

PeopleMetrics

MARCH 5, 2018

The same way you should check your fuel level before embarking on a long road trip, private equity firms need to ensure that an acquisition company’s customer base is still going to be there when the deal is done, and that the internal structure of the company is properly configured to support customer-centric goals.

Feedback 64

Feedback Customer centricity Revenue potential Benchmark 64

Momentum Telecom

JANUARY 9, 2024

Transaction Accelerates Momentum’s Strategy to Expand its Global Voice and Managed Network Footprint ATLANTA- January 09, 2024 – Momentum, a leading global managed services provider, today announced the successful close of its acquisition of Horizon Telecom , a Netherlands-based global next-gen managed service provider.

Management 116

Management Customer centricity Enterprise Service level 116

CCNG

FEBRUARY 24, 2022

A sea change in talent acquisition happened in the past 20 years. Spending more money to reconfigure RMS, or adding more personnel to talent acquisition teams, can enable companies to find talent otherwise hidden from their view. It has the added benefit of making business better and customers happier.

Chatbots 369

Chatbots Contact Center Technology Personalization 369

Natalie Petouhof

JULY 17, 2018

Tweet Acquiring customers is a prerequisite for business success. In fact, customer acquisition cost is one of the metrics that can determine whether your business succeeds or fails, says KISSmetrics cofounder Neil Patel. The lower your customer acquisition cost, the more profit you retain per customer.

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CRM Analytics Sales Marketing 40

Aspect

JUNE 30, 2017

When I look at the month of June’s customer experience highlights, I keep going back to Amazon’s acquisition of Whole Foods. But it’s really about customer service and technology innovation. Amazon has a reputation for stellar customer service and Whole Foods has a reputation for being out of touch with many shoppers.

Customer Experience 54

Customer Experience Chatbots Self service Technology 54

Callminer

APRIL 25, 2022

Contact centers are critical for customer experience, retention and acquisition strategies. But building and maintaining your own is a huge investment. Read this blog to learn the benefits of CCaaS.

Contact Center 182

Contact Center Customer Experience 182

CSM Magazine

OCTOBER 25, 2022

Calabrio , the workforce performance company, has hired Daniel Maier as chief revenue officer and Ryan Toben as senior vice president of customer success and sales operations. He is tasked with driving overall revenue at Calabrio including leading the sales function which now encompasses customer success programmes.

SaaS 52

SaaS Cloud contact Customer centricity Coaching 52

24-7 InTouch

FEBRUARY 13, 2024

Winnipeg, MB – February 13, 2024 – IntouchCX has announced today the acquisition of Beliveo, a leading nearshore contact center and business processing outsourcer (BPO) in Mexico. IntouchCX and Beliveo are leaders in the customer care industry, focused on pairing the highest customer experience with best-in-class technology.

Contact Center 119

Contact Center Business Process Outsourcing outsourcing Call Center 119

CSM Magazine

MARCH 27, 2019

Customer acquisition cost, often abbreviated to CAC, is an important metric all SaaS companies need to optimize. Increase your LTV – customer lifetime value. Increase your LTV – customer lifetime value. Put simply, the buyer persona is a profile of what your perfect customer actually looks like. Reduce your CAC.

SaaS 40

SaaS Advertising Metrics Marketing 40

Momentum Telecom

NOVEMBER 21, 2023

“This strategic acquisition marks a significant milestone for Momentum. “This strategic acquisition marks a significant milestone for Momentum. All business is human—and when custom technology empowers human ingenuity, people and companies thrive. High performing teams do more, achieve more, and win more.

Technology 111

Technology Management Marketing 111

Beyond Philosophy

NOVEMBER 4, 2023

However, another statistic shows that only 30 percent of organizations have improved their experiences enough to satisfy customers over the last ten-plus years, and it’s getting worse not better. 23:06 Colin shares a statistic from Emplify that explains why customers will pay a higher price to buy from you. Check it out here.

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Sales Customer Experience 195

ForeSee

APRIL 7, 2016

Most retailers already measure which sources of customer acquisition result in the highest quantity of leads, and they may also be tracking how much each group spends. The post Why Determining Quality of Customer Acquisition is as Important as Quantity appeared first on ForeSee. However, there is.

Analytics 56

Analytics Customer Experience 56

Beyond Philosophy

MAY 7, 2020

Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. They give things to new customers only. Instead, they would say they wanted loyal customers.

Customer centricity 437

Customer centricity Technical Support Consulting Consulting 437

bold360 Blog

NOVEMBER 6, 2018

Comparing customer acquisition to dating isn’t a huge leap – you bring someone in with attractive offers and witty repertoire, but are you thinking about how you keep them? Are you putting in the same level of effort after prospects become customers? They way your customers see it, you stopped trying.

Upselling 209

Upselling B2C Customer retention Marketing 209

Momentum Telecom

JULY 13, 2023

The strategic acquisition will expand Momentum’s geographic reach, bolstering scale and reinforcing its position as a leading provider of managed network solutions while offering specialized reach and services within the financial technology sector. based managed network provider.

Customer centricity 98

Customer centricity Management Technology Sales 98

Contact Center Pipeline

JULY 30, 2019

As customer interactions continue to become more complex, the contact center industry is increasingly turning to mergers & acquisitions as an effective solution to expand scale, improve access to new technologies and enhance geographic coverage.

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Contact Center Customer Care Technology Call Center 240

Momentum Telecom

OCTOBER 10, 2023

The acquisition will expand Momentum’s communications portfolio, merging its top-tier talent and further solidifying its position as a premier voice-enablement platform for Microsoft Teams. This acquisition aligns perfectly with our vision of enabling businesses to thrive by communicating and collaborating more effectively.

Technology 98

Technology Management Marketing 98