CSM Practice
JULY 29, 2020
Customer retention is the process of engaging with existing customers to continue buying your products or services. If customer retention is poor, there is a high probability that your business is in jeopardy. Customer Retention Strategies.
TechSee
JANUARY 7, 2020
Accenture reports that 77% of consumers are no longer loyal to any particular brand, telcos must work harder than ever to retain their customer bases. This is further underscored by research suggesting that a mere 5% increase in a company’s retention rate can increase profits by 25% to 95%.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
CSM Practice
JULY 29, 2020
Customer retention is the process of engaging with existing customers to continue buying your products or services. If customer retention is poor, there is a high probability that your business is in jeopardy. Customer Retention Strategies.
Help Scout
MAY 12, 2021
Great customer service delivers real business value. Even so, it can be difficult for empathetic customer service staff to think about customers in terms of business revenue. What is customer retention and how is it measured? Say you have 500 customers on March 1.
CSM Practice
JULY 29, 2020
Customer retention is the process of engaging with existing customers to continue buying your products or services. If customer retention is poor, there is a high probability that your business is in jeopardy. Customer Retention Strategies.
CSM Magazine
MARCH 15, 2023
However, businesses can still plan and position themselves for success by catering to customer needs and following key global e-commerce trends. Optimising the online shopping experience is crucial in retaining customers. Customer Service Articles
GetFeedback
JANUARY 28, 2020
Although customer retention is cheaper than acquisition, it’s easier said than done. It takes a lot of commitment and dedication to get customers to stay loyal to your business. In this article, we are going to talk about how to use social media to attract and retain customers.
ChurnZero
AUGUST 24, 2018
This week we hosted a well-attended webinar on – Customer Success & Finance: Get Aligned! Getting a customer to retention and its financial impact. The webinar discussed the process and impact of the renewal from both the Customer Success and Finance point of view. Topics discussed included: • Processes that can help drive customer retention. The total financial impact of customer retention. Customer Success Around the Web.
CSM Magazine
APRIL 15, 2020
Yes, it is great that you managed to get one more client to your business’s portfolio, but you should also focus on retaining that customer. Customers that remain loyal to your business will bring in other clients. To be able to do this, you will have to know your customer niche.
CSM Magazine
JULY 27, 2020
In the digital age, there’s little doubt that customers have become increasingly influential and impactful in the minds of business-owners. But what steps can financial sector firms take to improve their levels of customer service going forward?
ChurnZero
MAY 5, 2020
As businesses are thrust into uncharted territory, figuring out how to navigate customer retention strategies to minimize churn will determine their survival. 1. Optionality: Uncover your customer’s needs. 2. Connection: Talk to your customer.
CustomerSuccessBox
JULY 8, 2020
Customer Retention is key. With this blog, we aim to leave you with ideas, tools, perspectives and ideas so that you can build your own playbook or a process that is repeatable and which can lead to maximum customer retention in SaaS. Striving Customers.
SmartKarrot
APRIL 22, 2022
Businesses are always focussing on lead generation and targeted advertising for customer acquisition. However, customer acquisition is something that demands focus! B2B companies will have to bank on customer retention as a key strategy to achieve long-term growth.
CSM Magazine
OCTOBER 16, 2020
It is not enough to attract new customers to your services. Customer retention is even more important than customer acquisition. More than that, customer retention is the best form of marketing. Customer education programs are not new.
ChurnZero
MARCH 22, 2019
Did you know: For every 1% increase in revenue retention, a SaaS company’s valuation increases by 12% after five years? This was just one of the takeaways from our well-attended webinar this week on- Understanding the Real Impact of Improving Retention and Customer Success Best Practices. We also had You Mon Tsang, CEO and Founder of ChurnZero share tried and true ways to improve customer retention. How to structure and compensate a Customer Success team.
JustCall
FEBRUARY 25, 2020
Chatbots and not trained humans are interacting with customers now. Financial services must be technologically updated if your aim is NOT to lose hold of customers. Communication, in the finance industry, is the most important segment of tech stack for any financial organization.
Beyond Philosophy
NOVEMBER 11, 2014
In an article about habits for the New York Times in 2012, he writes, “ Over the past two decades, the science of habit formation has become a major field of research in neurology and psychology departments at hundreds of major medical centers and universities, as well as inside extremely well financed corporate labs. When they saw these purchases in the customer’s history, they decided that they would begin the targeted campaign to these women.
Education Services Group
SEPTEMBER 20, 2021
Lastly—as a plug for my fellow CS Analysts—having Customer Success focused analysts as part of your CS organization (or better yet, CS Center of Excellence) is a must. The post Customer Success Data & Analytics: Lessons Learned from Tennis appeared first on ESG.
Education Services Group
FEBRUARY 1, 2023
There’s a good chance that if you are a Customer Success leader, your workday began by logging in and reviewing your CS metrics dashboard. In our recent white paper “ How Long Does It Actually Take to Build a Customer Success Organization? ”
Education Services Group
JANUARY 4, 2023
It’s no secret that 2022 was a little bumpy for business, yet we saw many Customer Success leaders meeting industry challenges head-on. Customer Success leaders are pulled in so many directions that prioritizing our aspirations can feel impossible. boost Net Revenue Retention (NRR).
Education Services Group
JANUARY 25, 2023
Speaker: Joel Passen , CRO and Co-Founder of Sturdy During this session, host Peter Armaly was joined by Joel Passen to discuss practical applications of AI in the Customer Success world, challenges teams seeking to use AI are facing, and what’s on the horizon.
Beyond Philosophy
MARCH 31, 2015
Are they technology centers, with increased reliance on self-service devices, speed, and with minimal customer interface? One industry consultant said that the new, high-tech branches are aimed at three customer personas: busy, gadget-centric millennials, Gen X soccer moms, and baby boomers who own small businesses. And, if the branch avatar isn’t functioning properly, sophisticated software will identify the issue and switch the customer to a live professional.
Totango
JUNE 26, 2020
The COVID-19 pandemic increased the risk of customer churn across almost every industry. COVID-19’s effect on customer churn may have already begun, but there is still plenty you can do to increase customer engagement and retain the customers you have worked hard to win.
Beyond Philosophy
OCTOBER 29, 2014
Before I explain what I mean by that and how it has to do with Customer Experience, however, let me first tell you where I was born. I remember my professor of corporate finance in the business school saying, “If I’ve made people lots of money in a day on the stock market, I’ll barely get a few calls to thank me; but if it was a bad day, the phone won’t stop ringing from people asking what’s happening!” How is this applicable to Customer Experience? Well, there you have it!
IdeasUnlimited
AUGUST 26, 2022
While they might help, it’s important to ask yourself the following: Are your customers upset over the price increase? In almost every case, price increase has a direct impact on customer retention so companies must be very careful where they target their price increase.
Beyond Philosophy
JULY 28, 2015
When the brand experience falls short of the promise, Customers feel disappointed, frustrated, and frankly, hacked off! Let’s take a look at my two experiences and see what we all can learn about fulfilling the brand promise for our Customers at the Customer Experience level. When a Customer asks you how much a product is, tell them. But paying people on Customer satisfaction also doesn’t ensure success, as what followed was a catalog of errors.
Education Services Group
OCTOBER 4, 2022
Customer segmentation and tiering are not the same thing! But I still see far too many Customer Success leaders (yes, even smart ones!) Be sure you’re making a real distinction between segmentation and tiering in your Customer Success strategy.
Education Services Group
NOVEMBER 8, 2021
The 2021 Customer Success Leadership Study is out! Especially when they are telling a story about how Customer Success is booming. Without further ado – here’s a quick recap of the 2021 Customer Success Leadership Study! It’s here!
Education Services Group
JUNE 9, 2022
Recently, I was in a very intense game of Topgolf with two of my friends and colleagues, Sheik Ayube and Peter Armaly (VPs of Business Development and Customer Success, respectively, here at ESG). Customer Success Operations led. The Reason.
Totango
MAY 19, 2020
No one is certain how this will change the long and short-term behaviors of customers, lenders, and enterprises in a SaaS world. Be a frequent and proactive point of contact for your customer. Marketing department: Create educational content for customers.
Education Services Group
JANUARY 19, 2021
At ESG, we’ve gone all-in on the future of Customer Success. What we discovered has been compiled and analyzed by CS experts and distilled into concrete, actionable data about the state of Customer Success today. We are proud to present the Inaugural Customer Success Leadership Study !
Totango
JUNE 9, 2020
The COVID-19 pandemic may have radically altered the marketplace around us, but the fundamentals of customer renewal strategies remain the same. During the current crisis, the importance of those elements of connection, finances, and trust has only increased.
Kristina Evey
MAY 12, 2015
The emotions of your customers drive your profitability and customer loyalty. Being in tune with your customer while working with them is just as crucial, especially if you plan to stay in business and be successful. Your Profits Depend On Your Customer’s Emotions. Frustration and irritation are the kiss of death for customer loyalty. Those positive feelings are the drivers of customer loyalty. customer retention customer satisfaction
Education Services Group
APRIL 28, 2020
How do all of these motions fit in with other customer communication plans coming from Customer Success, marketing and sales? Your partnership with the finance team provides the economic framework to operationalize your offerings in a way that maximizes profit and minimizes cost.
Clarabridge
FEBRUARY 2, 2017
Banks encounter many of the same problems as other enterprises— customer retention and loyalty, revenue growth, etc. These problems all point to the same solution – the need to understand exactly what customers are thinking and feeling about your brand. This lets you better serve account holders, address regulatory requirements, and ultimately, keep customers coming back. 22% of customers think banks are all the same.
ijgolding
NOVEMBER 8, 2016
Today, Leyton Orient is a business – in reality, it always has been – but the stark reality of the transition from ‘fun to finance’ is clear for any sports fan, anywhere in the world to see. So let me ask the question from the header of this post – Do you need FANS or CUSTOMERS to have a sustainable business? The dictionary definition of ‘CUSTOMER’ is as follows: a person who buys goods or services from a shop or business.
Clarabridge
FEBRUARY 2, 2017
Banks encounter many of the same problems as other enterprises— customer retention and loyalty, revenue growth, etc. These problems all point to the same solution – the need to understand exactly what customers are thinking and feeling about your brand. This lets you better serve account holders, address regulatory requirements, and ultimately, keep customers coming back. 22% of customers think banks are all the same.
ijgolding
NOVEMBER 30, 2015
It is difficult to deny that these three terms are becoming increasingly visible in the language of business: Customer Service. Customer Experience. Customer Centricity. To a degree, all of them have merged into one as business leader after business leader has tried to convince its employees and customers that they are serious about the one consistent word in all three phrases – ‘the customer’! Customer Services is NOT Customer Experience.
CustomerSuccessBox
JULY 27, 2020
In light of the pandemic, each industry had to make pertinent adjustments in their operations, and SaaS companies had to initiate measures that would ensure their survival – one of them being customer success. This is why you have to give customers a reason to continue trusting you.
Education Services Group
OCTOBER 2, 2019
For four years, the CS100 Summit has brought together the best and brightest minds in Customer Success to hold court on the state of the industry, the future of Customer Success, and the trends we’ve noticed across industries. Our very own Sheik Ayube, Director of Business Development, was on the scene to find out what’s new — and what’s next — in Customer Success. A year or two ago, everyone was concerned about scaling Customer Success to larger businesses.
Expert insights. Personalized for you.
52 
Let's personalize your content