Totango

APRIL 9, 2019

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 72

Customer retention Upselling Enterprise Metrics 72

Playvox

AUGUST 25, 2022

And, we have all seen the impact of just one person doing something NOT in the plan and the downstream effects. For example, one person may log in late for their opening shift. Another person may not adhere to scheduled breaks or lunches. One person may leave early from their closing shift. What was the effect on service?

Personalization 85

Personalization Management Schedule adherence Average Handle Time 85

Totango

FEBRUARY 7, 2019

It’s a customer-centered approach that reflects the broader economy we currently operate under, one where the customer expects individualized treatment. Customer retention is about the promise of continued growth. Understand your customer’s journey. Personalize your messaging. Personalize Your Messaging.

Best practices 81

Best practices SaaS Customer retention Upselling 81

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

ClientSuccess

JANUARY 25, 2021

These current customers are the perfect resource for prospective customers to learn exactly why doing business with your organization is a good idea. Vendors have been asking customers to speak for them at conferences or on webinars for decades, so this one isn’t new. Webinar: How We Became a Customer-Obsessed Company.

Customer retention 81

Customer retention Marketing SaaS Accountability 81

Nicereply

FEBRUARY 27, 2020

You will meet angry and frustrated customers that think that you are responsible for their situation. And not taking things personally can be difficult and challenging. Working in customer service can be stressful and overwhelming. The possibility of needing to handle situations with angry customers daily is pretty high.

Personalization 88

Personalization Customer Service Customer retention Management 88

Education Services Group

FEBRUARY 22, 2022

Sheik and Anita wrote a new paper: Executive Communication: A CS Leader’s Guide on Presenting to Personality Types that I definitely encourage you to read, if you haven’t already. The best methods to determine your leadership’s personality types. The best methods to determine your leadership’s personality types.

Personalization 52

Personalization Consulting Consulting Enterprise 52

ClientSuccess

JUNE 19, 2019

Adding credibility to this statement is a research study by Invesp Consulting which suggests: Existing customers are 50% more likely to try new products and spend 31% more than new users! Increasing customer retention by 5% can increase profits by 25-95%. Personalized Offers Lead to Loyal Customers. Shocker, right?

Customer retention 73

Customer retention B2C Entertainment Consulting 73

CSM Magazine

APRIL 15, 2020

In other words, it is very easy to stay in touch with someone, even if that person is one of your clients. And if you use an adequate CRM system, you can create personalized e-mails, tailored to the needs and preferences of each type of customer. Personalized services of an exceptional quality.

Customer retention 52

Customer retention Advertising Finance Feedback 52

Beyond Philosophy

NOVEMBER 18, 2014

Whether Customers are on the phone with your call center, chatting with your digital team online or talking face-to-face with an employee in a brick and mortar location, your channels need to present a united front to your Customers, providing them with the Customer Experience you designed.

Customer centricity 322

Customer centricity Customer emotions Customer retention Consulting 322

ShepHyken

MAY 25, 2018

This week we feature an article by Matt Nolan who shares five keys to building more compelling, sustainable customer relationships. Customer retention used to be considered just a “service problem.” It’s a constant balancing act, wherever and whenever the customer touches your brand. – Shep Hyken.

Call Center 185

Call Center Customer retention Upselling Advertising 185

Beyond Philosophy

MARCH 10, 2015

Apologize in person. It means more when you are physically present. Acknowledging your emotions is key to communicating with your customer. By being honest about how you feel about the mistake, you create a personal relationship that contributes to the Customer’s feelings of being important and “cared for.”

Customer retention 355

Customer retention Employee engagement Consulting Consulting 355

RapportBoost

OCTOBER 20, 2018

New, intelligent assistance technologies provide chat agents with insights and suggest responses that make conversations with prospects and customers more relevant, personal and empathetic than static marketing initiatives, like email or generic Website landing page,” explains Dan Miller, Lead Analyst at Opus Research.

Contact Center 70

Contact Center Sales Average Handle Time Metrics 70

Beyond Philosophy

AUGUST 16, 2018

Today, I present six critical questions you need to ask when implementing Customer Experience theory in your Customer Experience reality. My advice is that all companies need to define the Customer Experience as an organization , so everyone is delivering the same ‘right thing’ for Customer Experience.

Consulting 461

Consulting Consulting Customer Experience Customer retention 461

ClientSuccess

JULY 13, 2022

They mean long-term customers, and retention is at the root of any successful customer success strategy. . Looking at what customer retention requires at its very foundation, the answer could be summed up in one word: LOYALTY. . Happy customers have a personal bond with their vendor organization and their CSMs.

Customer retention 78

Customer retention Upselling Customer centricity Personalization 78

Totango

MAY 17, 2024

Unsurprisingly, a similar echo was heard at TSIA World INTERACT in May—doubling down on the fact that CS lags behind other customer-facing functions like support and service when it comes to AI adoption and innovation. But there are proven, compliant ways to drive impact with AI today.

Accountability 96

Accountability Government Chatbots Engineering 96

Vcaretec

JULY 11, 2022

When Customer Lifetime Value is calculated alongside Customer Acquisition Cost and Cost to Serve , businesses can determine how much profit they make from one customer and how to scale their efforts to grow their business. Brands measure past, present, and future CLV. It’s not just knowing the customer’s name.

Call Center 52

Call Center Customer retention Upselling Personalization 52

TeleDirect

FEBRUARY 9, 2021

Sometimes, your clients need a competent, responsive, personal touch. TeleDirect , the leader is business process outsourcing (BPO) services, has been ahead of the talent sourcing curve for years – in fact, our own customer retention services are often done remotely, with outstanding results. Chatbots can only take you so far.

Business Process Outsourcing 115

Business Process Outsourcing outsourcing Call Center Chatbots 115

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. The customer service you provide will either make or break your brand. From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness.

Call Center 105

Call Center Chatbots Virtual Agent Contact Center 105

Global Response

FEBRUARY 26, 2024

Quality customer service matters; just look at the numbers: 83% of customers are more loyal to businesses that respond to and resolve their complaints. And by increasing customer retention by a mere 5%, companies raise their profits between 25% and 95%.

Call Center 62

Call Center Customer Service outsourcing CRM 62

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. The customer service you provide will either make or break your brand. From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness.

Call Center 105

Call Center Chatbots Virtual Agent Contact Center 105

Totango

JUNE 26, 2020

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. Lean on Customer Data Segment Your Customers Be Proactive Communicators Be Flexible Revisit Goals and Success Points.

SaaS 92

SaaS Customer retention Best practices Telecommunications 92

Lumoa

JUNE 14, 2023

As per research, 79% of customers put as much weight on online reviews as they would on personal recommendations. Everyone from customers to investors and stakeholders will be wary of associating with a company that can’t seem to get its customer experience right. But the damage doesn’t stop there.

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

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

CSM Magazine

FEBRUARY 1, 2024

For example, your experience working with customers in a restaurant can be emphasized in a way that compensates for your lack of experience in management if presented the correct way. As you use them, quantify them and use them to enhance your personal experience. Highlight these things within your CV.

Customer retention 52

Customer retention Education Self service Customer Service 52

Toister Performance Solutions

MAY 12, 2022

Companies with a strong service culture enjoy a number of advantages over their competition, including increased efficiency, customer retention, and reputation. Customer retention is another benefit. There's one more benefit, and it’s personal. One person works for a company that's famous for its service culture.

Customer retention 71

Customer retention Personalization Surveys Accountability 71

ShepHyken

MARCH 27, 2023

3 Digital Marketing Strategies That Can Improve Customer Retention by John Hall (Forbes) What happens if you gain 10 new customers but lose 20 from your existing client base? While it may seem like marketing, if done well, content marketing connects with the customer and gets them engaged or emotionally connected.

Customer Service 56

Customer Service B2B Customer retention CRM 56

TechSee

JUNE 16, 2022

This begins by looking at how to better engage both customers and employees through hyper-personalization, better visibility, and tools they actually want to use. Shep Hyken, Chief Amazement Officer at Shepard Presentations. His specialty is exploring the connection between customer service and technology.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Beyond Philosophy

JULY 6, 2023

Neither of these purchase motivations portends loyalty or customer retention based on the value you provide. If you are always fixing problems, you can’t reach the point where you can present the positive. Put yourself in the customers’ shoes. The best way to determine what motivates people is to test them.

Government 195

Government Surveys Education Customer retention 195

Amity

JULY 30, 2018

It’s no secret that successful adoption plays a huge role in customer retention rates. As a CSM, improving product adoption should be a top priority for you in order to ensure your customers’ long-term success. Take a moment to think about the last time you viewed your product from the customer standpoint.

Brand ambassadors 174

Brand ambassadors Coaching Education Customer retention 174

ChurnZero

OCTOBER 26, 2021

The ChurnZero team is also thrilled to see a number of customers selected as winners of the SaaS Customer Success Award, which is a true testament to the impact our platform can bring to CS teams at SaaS organizations. Retention is the new driving force of a healthy SaaS business,” said You Mon Tsang, CEO and Founder of ChurnZero. “We

SaaS 98

SaaS Customer centricity Metrics Education 98

CustomerSuccessBox

JUNE 21, 2022

Most often, what happens is that too much of the customer information is not shared or lost during the hand-off process. Instead of interviewing the customer again to understand key customer requirements, their desired outcomes, business values, etc., it’s better to have the onboarding team present before the sales cycle ends.

Education 52

Education Customer retention Sales B2B 52

Totango

JULY 28, 2021

Identify which qualities you seek in a customer success manager and rank them in terms of priority so you can place the right emphasis in your job posting. Consider qualities such as organizational and presentation skills as well as soft skills needed for interacting with customers, such as communication skills.

Best practices 118

Best practices Management Brand ambassadors Upselling 118

ChurnZero

DECEMBER 17, 2021

Customer acquisition and customer retention are cornerstones of building and maintaining revenue, but customer expansion — and a robust customer expansion strategy — can also be pillars of success. Provide Personalized Offers. Any Customer Success upsell or cross-sell offer must be timed perfectly.

Management 98

Management Upselling SaaS Education 98

ChurnZero

JANUARY 28, 2020

This fear cripples your personal and professional potential. Get your ‘yes’ to Customer Success! Wednesday, January 29, 2020, 2:00 – 3:00 PM EST. Customer retention and churn prevention starts at the beginning of a customer’s journey with your company – in onboarding. Author: Emily Nesterick. Register today!

B2C 64

B2C B2B Customer retention SaaS 64

ProProfs Blog

NOVEMBER 9, 2021

And to keep such risks at bay, you must find out how to measure customer satisfaction to analyze whether your company will perform well in the future or not. . (A A common picture of the present time) – Most companies take customer satisfaction seriously but unfortunately, not everyone is successful.

Surveys 146

Surveys Feedback Metrics Customer retention 146

Nicereply

JUNE 19, 2023

Why is eCommerce customer experience so important? The more support offered to customers, the greater the likelihood of achieving business goals. Personalized customer experience Custom customer experience is a powerful tool for transforming the online customer experience journey.

Customer Experience 59

Customer Experience Chatbots Entertainment Customer retention 59