Totango

JULY 11, 2019

Time and money that could have been saved—if you’d focused on customer retention. New customer acquisition costs a lot. To learn how much you’re spending, add up all of your sales and marketing expenses and divide that amount by the number of new customers won. Don’t pay it over and over to drum up one-time customers. .

Customer retention 60

Customer retention Advertising Upselling Feedback 60

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

REVE Chat Blog

MAY 28, 2020

Increase engagement – Welcome messages for customers are a great way to increase product engagement, open up conversations, and engage users to use the product in the right way to get significant benefits. Best welcome messages examples for customer onboarding. Welcome emails for customer feedback.

Feedback 90

Feedback Education Personalization Marketing 90

Education Services Group

JULY 20, 2021

ESG’s own Madeline Evans, Britt Layman, and Marley Wagner joined last week’s ChurnZero webinar to discuss how high touch and tech touch engagement models can co-exist in Customer Success. For example, a health score or usage drop from an escalation may hold more urgency than a recent low NPS rating.

Accountability 98

Accountability Chatbots Surveys Journey mapping 98

AskNicely

AUGUST 17, 2018

And 23% of CEOs list customer service as one of their top three business priorities. Savvy CEOs understand that growth and employee engagement can be created by listening to customer feedback while following one guiding principle: Be customer obsessed. They strive to continually surprise and delight customers.

Feedback 60

Feedback Customer centricity Surveys Employee engagement 60

JivoChat

JULY 21, 2021

We’ll cover everything from the basics of customer relations, as well as examples and strategies to improve. What is Customer Relations? Customer relations is easy to define. In the most simple dictionary terms , the concept of customer relations refers to the relationships your business has with customers.

Chatbots 52

Chatbots B2C CRM Customer retention 52

Education Services Group

JANUARY 28, 2022

Let’s just say if you missed our first Customer Success Unlocked webinar of 2022, you’re going to want to keep reading and watch the session on-demand ! So, for example, if you ask a question like “how much value does Nuffsaid add to your business?” Watch the recording of this webinar to catch up on the full conversation!

Feedback 52

Feedback Sales SaaS Marketing 52

ClientSuccess

SEPTEMBER 26, 2019

Instead of going head-first into an upsell conversation or trying to ‘sell’ additional services to customers before you even know if they need them or not, try easing into the conversation. . One tactic is offering customers the opportunity to beta test a new service or product. Toolkit: Churn Management Toolkit. .

Customer retention 49

Customer retention Metrics SaaS Upselling 49

NobelBiz

NOVEMBER 13, 2023

Satisfied customers are more likely to stay loyal and continue their relationship with the brand, leading to a higher customer retention rate and, ultimately, sustained revenue growth. Don’t miss out on this exclusive discussion—it’s a webinar like no other, with surprises in store!

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111

ChurnZero

MARCH 28, 2023

Early-stage SaaS businesses tend to put most of their focus on acquiring net new customers. For a little while, customer retention is a manageable task with existing staff. When you have only a handful of customers, your sales team, product team, customer support team—and even executives—can join forces to keep them happy.

SaaS 52

SaaS Chief Customer Officer Surveys Feedback 52

Lumoa

MARCH 8, 2023

Lumoa’s CEO and co-founder, Carlos del Corral, held a comprehensive webinar about the topic with Merete Medle, a highly esteemed CX practitioner with rich experience working for two of the biggest telcos in the Nordics. Here are the key takeaways from the webinar. Telcos should also go the extra mile in seeking qualitative feedback.

Customer centricity 83

Customer centricity Feedback Telecommunications Customer Support 83

JivoChat

JULY 27, 2021

Engaging customers also starts a two-way conversation that allows you to provide better value, anticipate needs, deliver what customers want, and support them at every stage of the buying process. Improving customer retention. You can’t build a solid business that relies solely on acquiring new customers.

Gamification 52

Gamification Chatbots Sales Feedback 52

ChurnZero

JULY 7, 2020

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. Because customer retention is tightly correlated with customer satisfaction and customer service.

Customer Support 90

Customer Support Education Customer retention Feedback 90

Nicereply

JUNE 20, 2022

Optimizing the customer journey is one of the best ways to ensure your sales funnel converts well and maintains a high ROI. It also boosts customer satisfaction, increasing customer retention, loyalty, and overall brand affinity. So, how exactly can you optimize the customer journey?

Journey mapping 115

Journey mapping Surveys Advertising Sales 115

GetFeedback

SEPTEMBER 24, 2019

A Voice of the Customer (VoC) program is an essential tool to collect valuable customer feedback and take proper action to improve customer experience (CX). A successful program leads to higher return rates, fewer churns, and more loyal customers. . Consider the following examples. .

Education 60

Education Sales Feedback Healthcare 60

CSM Magazine

NOVEMBER 28, 2022

However, by doing so you miss out on valuable feedback and insights that can help rocket your product to new heights. As such, you should conduct a closed beta test with real customers before the public launch. This will help you gain a better understanding of how your software works and gain honest feedback on its features.

Marketing 52

Marketing Customer Service Metrics Feedback 52

inmoment

MAY 12, 2020

Specifically, organizations should establish which feedback channels they rely on, which stakeholders are involved, and whether their current program is effectively helping them attain meaningful transformation or meet business goals. For example, do frontline teams need help with effectively managing customer feedback?

Upselling 59

Upselling Feedback Customer retention Customer Experience 59

Totango

JULY 8, 2021

Firefighting happens when you don’t have visibility into what is going on in your customer portfolio so you are constantly putting out fires, especially around renewal time. To use customer health score effectively, create scoring systems and profiles specific to each phase of your customer’s journey and each type of customer.

Upselling 65

Upselling Accountability Customer retention Metrics 65

Solvvy

AUGUST 31, 2022

Although you may hear the terms customer satisfaction and customer experience (CX) used interchangeably, they are actually different. CX is what occurs at each touchpoint of a customer’s journey from the customer’s perspective. Like NPS, CSAT allows you to quantify customer sentiment about your brand.

Surveys 62

Surveys Benchmark Feedback Customer Support 62

ChurnZero

AUGUST 13, 2021

Plus, we cover how to ensure you don’t just add complexity with more tools, but actually use your data to enhance the customer experience through better decision-making. During the webinar, we discuss: What a Customer Success tech stack is and why you should care. If you missed the webinar, you can watch it on-demand. .

Gamification 98

Gamification Marketing Metrics Sales 98

ProProfs Blog

SEPTEMBER 17, 2021

For example, a newly hired employee looks forward to the employee training and onboarding aspects. Benefit surveys are a great way to collect feedback from your employees. Take Action on Employee Feedback. But are you taking timely action on the feedback? Share Customer Feedback with Your Employees.

Best practices 78

Best practices Surveys Journey mapping Gamification 78

JustCall

MARCH 9, 2023

When to Use Proactive Customer Service? Proactive customer service is most effective when used in the following circumstances: To prevent potential issues: By proactively monitoring customer interactions and feedback, businesses can identify potential problems and address them before they snowball into bigger issues.

Customer Service 40

Customer Service Customer Care Education Feedback 40

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat.

Journey mapping 110

Journey mapping Accountability Marketing Metrics 110

JivoChat

APRIL 8, 2021

What Are Customer Engagement Tools? Customer engagement tools are software solutions that facilitate ongoing two-way interactions between companies and customers, which enable companies to gather feedback and insights from the target market and allow customers a means of communicating their needs and interests.

Sales 52

Sales Chatbots Brand ambassadors Surveys 52

ChurnZero

MARCH 29, 2019

You may think when looking for clear feedback from clients in the B2B sphere, it can be simple enough to directly ask for an assessment of the products or services you are providing. You want to try to garner measurable feedback as well as useful commentary on how well your service is fulfilling client needs. Upcoming Webinar.

B2B 73

B2B Surveys Customer centricity Construction 73

Nicereply

JUNE 18, 2020

Customer retention is the act of keeping customers engaged, creating customer advocates, and reducing churn before it happens. Imagine you never acquired another customer. Your sales team went home, and all you had left was your current group of customers. That’s where customer retention comes in.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

ChurnZero

JUNE 12, 2020

One of Customer Success Operations main responsibilities is building repeatable processes for: Customer Success Operations also sets performance metrics for these processes to measure their effectiveness and guide their continual improvement. Customer Success Around the Web.

SaaS 80

SaaS Metrics Customer retention Analytics 80

JustCall

APRIL 3, 2023

Client success is not just about solving the customer’s problems but also providing proactive support to help them get the most value from your product/service. According to data, “increasing customer retention rates by 5% increases profits by 25% to 95%.” ” The math and learning are simple.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat.

Journey mapping 84

Journey mapping Accountability Marketing Metrics 84

CustomerSuccessBox

SEPTEMBER 2, 2021

First is the marketing expense which is basically the cost required to generate a lead or a potential customer. And second is the sales expense, which is the cost required to convert that lead to a customer. Let us look at an example here. Rate of customer retention: The percentage of customers who renew their plans with you.

SaaS 52

SaaS Metrics Advertising Sales 52

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat.

Journey mapping 62

Journey mapping Accountability Marketing Metrics 62

Nicereply

FEBRUARY 21, 2019

Surveys and Feedback. This way, companies aim to derive feedback from their consumers and better understand customer experience. However, surveys don’t reflect real-time information because it takes time to compose them, send to consumers and process the feedback. Tie Customer Feedback to Database.

Marketing 45

Marketing Customer Experience Surveys Feedback 45

ChurnZero

AUGUST 13, 2021

Plus, we cover how to ensure you don’t just add complexity with more tools, but actually use your data to enhance the customer experience through better decision-making. During the webinar, we discuss: What a Customer Success tech stack is and why you should care. If you missed the webinar, you can watch it on-demand. .

Gamification 52

Gamification Marketing Metrics Sales 52

Verint

SEPTEMBER 21, 2017

Aberdeen discovered two missed opportunities for organizations who don’t integrate their voice of the customer programs with their back-office activities. Secondly, opportunities to identify and rectify back-office process bottlenecks are lost when customer feedback is not shared with the back-office processing functions.

Customer centricity 37

Customer centricity Service level Surveys Customer retention 37

Totango

SEPTEMBER 4, 2020

It is the process of turning reliable customer data into meaningful customer interactions that produce value. When your enterprise adopts a tech-touch digital strategy, it begins to evolve a scalable, measurable approach to customer success that increases customer retention.

Enterprise 63

Enterprise Accountability Customer centricity Education 63

ChurnZero

MAY 17, 2019

To delve more into this idea, earlier this week we partnered with the Customer Success Association to bring you a webinar on the topic of – The Case for Billable Customer Success. We got a lot of positive feedback on the Q&A portion of the webcast, and we wanted to recap that here to share with you. A: Absolutely.

Sales 64

Sales SaaS Engineering Metrics 64

Education Services Group

JUNE 4, 2019

Not only do they make compelling marketing material for prospects looking to solve similar problems, but they also show existing customers that their feedback is valued and worth showing to the world. Making customers feel heard will make them stronger advocates for your brand going forward. These assets are doubly useful.

Marketing 53

Marketing Best practices Upselling Feedback 53