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.

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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.

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Customer retention Customer advocacy Wait times Brand ambassadors 62

CustomerSuccessBox

MARCH 8, 2022

“Customer Retention” is kind of a buzzing word for the SaaS businesses on the digital platform. And to handle the tasks pertaining to customer retention, there is a Customer retention specialist who is also named as customer loyalty specialist. How do I become a good customer retention specialist?

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Customer retention Accountability SaaS Education 52

Totango

APRIL 30, 2021

Comparing the cost of customer retention versus customer acquisition underscores why retaining clients is so important. Here’s how to calculate both kinds of costs and why retention should form part of a profitable business strategy. Calculating the Cost of Customer Acquisition. The result is your average CAC.

Customer retention 63

Customer retention Advertising Engineering Upselling 63

ChurnZero

AUGUST 11, 2020

Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? Customer retention, along with new customer acquisition, has been challenging for most companies when the pandemic hit. Update Customer Knowledge Bases. This is shocking.

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Customer retention Chief Customer Officer SaaS Accountability 97

TeleDirect

OCTOBER 25, 2023

These abilities provide call centers with tremendous opportunities to improve customer support. It can direct the agent to each step required to resolve the customer’s pain point. Semrush reports that 40% of marketing and sales departments prioritize machine learning and AI technology.

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Call Center Technology Customer Support Complaint resolution 62

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.

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Customer retention Airlines B2B CRM 123

TeleDirect

OCTOBER 23, 2023

Call forwarding for business provides your clients with the best customer experience possible. For some clients, that means 24/7 support. Why Responsiveness Matters in Customer Support Good customer service and support require a human touch. Now, each customer is heard. want more human interaction.

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Customer Support Business Process Outsourcing outsourcing Call Center 62

TeamSupport

SEPTEMBER 16, 2020

In Part 1 and Part 2 of this blog series based on the whitepaper co-produced by ServiceXRG and TeamSupport, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes, and about the evolving role of B2B customer support.

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B2B Customer Support Strategic Value Customer retention 89

TeamSupport

SEPTEMBER 14, 2020

In Part 1 of this blog series, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes—based on the whitepaper co-produced by ServiceXRG and TeamSupport. Now in Part 2, we’ll talk about the evolving role of B2B customer support.

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B2B Customer Support SaaS Strategic Value 81

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.

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Customer retention Gamification Education Self service 52

ProProfs Blog

FEBRUARY 7, 2020

Everyone says that customer support used to be easy. For an 18th century blacksmith, the questions and concerns from customers were pretty simple. At least it was obvious that customers would simply walk to the store whenever they needed support. . Customer support is not rocket science.

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Customer Support Surveys Inbound sales Construction 160

Contact Center Pipeline

JULY 6, 2022

As many businesses move towards a recurring revenue model, the priorities have shifted from “initial sales” to “customer retention and growth.” This shift has major repercussions inside the contact centers and customer support organizations of the […].

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Customer retention Contact Center Customer Support Sales 147

Voiptime

OCTOBER 14, 2022

Who realizes excellent customer service? Who are the irreplaceable workers in the customer support department? The answer is clear - it’s the customer service representatives. They are those who create a customer’s image of a brand, come with assistance when the client needs it, do sales and ensure customer retention.

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Customer Support Coaching Customer retention Sales 40

Solvvy

MAY 6, 2021

Customer support agents are instrumental to every company. At times, they are sales people. They are a company’s first line of support when inquiries and issues arise. And while customer support agents are indispensable players in any organization, they simply cannot do it all.

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Customer retention Chatbots Customer Support outsourcing 48

ChurnZero

JULY 7, 2020

Most people would say a great product or an aggressive marketing and sales strategy. Even though this is partly true, the reality is that happy customers make successful businesses. The better the service, and the more customer-centric your business is, the more likely it is to succeed. Build a Great Infrastructure.

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Customer Support Education Customer retention Feedback 90

JustCall

MAY 14, 2020

But the operation that is facing the most critical hit is – Customer Retention. Customer acquisition has become more difficult than ever. And businesses have shifted their focus towards Retention. But are you still sticking to the old-fashioned customer retention strategies?

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Customer retention Journey mapping Education Feedback 52

JustCall

MAY 14, 2020

But the operation that is facing the most critical hit is – Customer Retention. Customer acquisition has become more difficult than ever. And businesses have shifted their focus towards Retention. But are you still sticking to the old-fashioned customer retention strategies?

Customer retention 52

Customer retention Journey mapping Education Feedback 52

CustomerSuccessBox

MARCH 15, 2022

So let’s deep dive into Customer Success, Customer support and Account management. What is customer success? The initiative was taken by the business to assist the clients or the customers to effectively use its products and plan the business operations to be empowering and successful. Minimizing churn.

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Accountability Customer Support Management Upselling 52

Kayako

AUGUST 21, 2018

What is customer retention? Simply put, customer retention refers to the strategies and tactics businesses use to encourage repeat purchases and ongoing loyalty from their existing customer base. That’s why customer retention is so vital for businesses of every stripe. Build a Customer Feedback Loop.

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Customer retention Banking Feedback Customer Support 49

ShepHyken

JANUARY 28, 2022

It refers to all connections between the business and the customer using various tools. The CRM system covers sales, business development, marketing, recruiting, etc., Finding customers, maintaining a proper relationship, and providing them with what they require can be challenging. Customer support. Encryption.

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CRM Sales Feedback Customer Support 173

Return Customer

JULY 24, 2019

Did you know that research by Bain & Company found out that increasing customer retention rate by just 5% can increase profits by 25-95% ? If there’s one thing that always bears on the mind of businesses, it is this: What drives a customer to come back for more? Real-Time Customer Support.

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Sales Customer retention First call resolution Advertising 90

ShepHyken

APRIL 26, 2021

Tricia Morris has compiled a list of nine findings that anyone that has anything to do with a contact center and customer support should be aware of. Shifting the Customer Experience from a Cost Center to a Profit Center by Brian Solis. One of the main points is that customer service is becoming the face of a brand.

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Customer Service First call resolution Contact Center Engineering 333

JustCall

APRIL 26, 2022

Sales and customer support teams around the world are already deploying call center AI software – and so should you. The pandemic economy brought a diverse range of challenges for sales and customer support teams, necessitating refined systems and enhanced workflows. Increase the number of sales.

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Call Center Sales Interactive Voice Response call center software 52

CustomerSuccessBox

AUGUST 27, 2021

Customer Success team or the Sales team. Model 1: Sales owns new logos, expansion, and renewals Model 2: Customer Success owns expansion and renewals Model 3: A separate customer-focused sales team owns expansion and renewals. The more customer-centric your business is, the more likely it is to succeed.

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Sales Management SaaS Customer retention 52

aircall

JUNE 15, 2018

It can be a powerful driver of customer retention when applied correctly. Mindfully Collect Customer Data. The way to a customer’s heart is through personalized service. Those first few steps of the customer journey offer vital clues on the best way to proceed. . The post Want to Improve Customer Retention?

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Customer retention Upselling CRM Customer Care 48

ShepHyken

MAY 17, 2021

How to Commit Your Brand to Customer Success by Jared Atchison. Effective marketing, a strong customer support team, and a robust content strategy all contribute to the development of your company. My Comment: There is a difference between customer service and customer success.

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Customer Service Customer retention Marketing Sales 196

Kayako

SEPTEMBER 14, 2018

If you take a look at Kayako’s website and blog, it’s obvious that we know live chat customer support is a big difference-maker for businesses large and small. After all, more than 41% of the consumers we talked to said they prefer live chat over email, phone, and social media support. That’s where live chat comes into play.

Sales 72

Sales Upselling Feedback Customer retention 72

ShepHyken

FEBRUARY 12, 2024

If you don’t understand how they think about purchases and support, it’s time to learn. For example, Gen Z prefers to solve their own problems (self-service customer support), and 52% of Gen Z won’t buy from a brand with bad self-service. Our customer service and CX research confirm this.

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Customer Service Self service Personalization Marketing 163

TeamSupport

NOVEMBER 11, 2020

ServiceXRG suggests that by establishing standardized service sales processes and leveraging service sales automation, companies can assure that every service opportunity adheres to configuration and quoting practices.

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Customer Support Coaching Engineering Education 98

ShepHyken

NOVEMBER 27, 2023

20+ Customer Experience Statistics for 2023 by Fernanda Alvarez Pineiro (Startups.co.uk) First impressions go a long way and that is certainly true when it comes to customers piecing together their opinion of your business. As a business, you should be thinking about ways to improve the customer experience to stay competitive.

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Customer Service Morale Customer retention Marketing 167

Amity

SEPTEMBER 19, 2018

Focus on the post-sale process. Naturally, even a top-class digital campaign won’t be enough in itself to retain your customers. You need to continue demonstrating value to your customers even after they purchase from you. However, developing and executing this part of your digital marketing strategy can be quite tricky.

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Customer retention Marketing B2B Advertising 64

Lumoa

OCTOBER 20, 2022

A Good Customer Experience Builds Customer Advocacy. Customer experience is an important factor in determining customer loyalty. Companies that rank the highest in customer experience surveys also have the highest scores for customer retention. Happy Customers Means Higher Lifetime Value.

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Customer Experience Banking Customer retention Customer advocacy 122

Nicereply

SEPTEMBER 29, 2020

People love proactive support too: 87% of U.S. Companies using a proactive approach saw an increase in customer retention rates of 3-5%. The process of switching from reactive to proactive support can feel overwhelming, so we’ve put together five tactics to make it less stressful. There are fiscal benefits, as well.

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Customer Support Education Customer retention Engineering 64

ShepHyken

AUGUST 6, 2023

Customer Retention Statistics – the Ultimate Collection for Small Business by Matt Mansfield (Small Business Trends) Customer is strategic efforts a business makes to keep existing customers engaged and loyal over time. Once again, another list of tips and tactics to keep your customers satisfied.

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Customer Service B2C Customer retention Government 156

Nicereply

MAY 14, 2019

Strong communities form an important part of customer retention strategy, because they keep customers coming back for more. Let’s contrast a community strategy against traditional sales tactics. A big reason why customers can feel hostile to sales tactics is because they don’t think they are getting enough in return.

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Sales B2C B2B Customer retention 76

Kayako

JUNE 13, 2019

At Kayako, we’re big proponents of live chat customer support. That’s because we know how powerful it can be at helping boost your customers’ experience—and your business in the process. Here are 5 of the biggest reasons live chat can radically improve your customer support , to the benefit of your sales and customer retention.

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Customer Support Scripts Feedback Customer retention 50