Totango

JANUARY 22, 2024

We polled our Customer Advisory Board (CAB) at the end of last year to gauge which way they saw the pendulum shifting for CS in 2024. In fact, 63% of CAB members said their top 2024 prediction was that businesses would put more strategic and bottom-line emphasis on expansion versus acquisition to drive revenue growth.

Enterprise 95

Enterprise SaaS Engineering Technical Support 95

CSM Magazine

AUGUST 15, 2023

Customer acquisition and customer retention are two vital aspects of business growth, each playing a unique role in ensuring the long-term success of a company. However, the debate over which aspect to prioritize often arises, with many companies focusing predominantly on acquisition.

Customer retention 52

Customer retention Metrics Advertising Marketing 52

Outsource Consultants

APRIL 18, 2024

Take Customer Satisfaction (CSAT), for instance. It’s more important to you and your customer if you understand the nuance between different metrics and their respective impacts. Inbound Call Center Metrics: Customer Experience Metrics: NPS (Net Promoter Score): Evaluates customer loyalty and their likelihood to recommend your service.

Metrics 67

Metrics Abandon rate Call Center Average Handle Time 67

Beyond Philosophy

FEBRUARY 10, 2020

We also discussed how your Customer Experience plays into the mix to help you facilitate customer-driven growth. . Business Growth has always been at the heart of the Customer Experience movement. Where do we get new customers? New Sales Growth includes expanding your offerings to capture a new type of customer.

Consulting 430

Consulting Consulting Entertainment Telecommunications 430

Totango

APRIL 4, 2024

If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? Revenue retention hinges on the collaborative efforts of CS and sales teams as they collectively shepherd customers throughout the lifecycle journey, from acquisition to retention and expansion.

Sales 90

Sales Upselling Accountability SaaS 90

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. Text marketing.

Customer retention 63

Customer retention Advertising Engineering Upselling 63

Totango

JUNE 15, 2022

We’ve been here before, however, and we know that during uncertain times, protecting your customer base is the most important thing you can do for your business. Customer retention is the lifeblood of recurring revenue enterprises, no matter what the external economic circumstances may be. Reach out and check in with them regularly.

Best practices 103

Best practices Enterprise Customer retention Marketing 103

ClearAction

MAY 25, 2023

Growth via Massive Customer Experience Savings Lynn Hunsaker Customer experience savings are NOT about automation or slashing value to customers! That’s a recipe toward many unexpected costs. Everyone says “quick wins are your best route to CX success” Bah! What are customer experience savings?

Customer Experience 118

Customer Experience Chief Customer Officer Enterprise Accountability 118

Integrity Solutions

APRIL 19, 2024

Mastering the human side of selling is key to sales success, but what does phrase that mean exactly? It’s about asking questions from a place of genuine curiosity, listening, fully absorbing what you’re hearing and then being willing and able to pivot in whatever direction the customer’s answers take us.

Personalization 107

Personalization Sales Scripts Contact Center 107

CSM Magazine

APRIL 4, 2024

Affiliate marketing has emerged as a cornerstone of modern digital commerce, offering businesses a cost-effective and performance-driven approach to customer acquisition and revenue generation. At the heart of customer affiliate marketing lies the symbiotic relationship between brands and affiliates.

Marketing 52

Marketing Education Consulting Consulting 52

Totango

NOVEMBER 27, 2023

After several years of relentless pursuit of new business, 2023 made it clear to many companies that growth at all costs is not a sustainable strategy. This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams.

B2B 93

B2B CRM Enterprise Upselling 93

CustomerSuccessBox

MARCH 25, 2022

Haven’t you heard of acquiring customers is costlier than retaining customers yet? Then while considering customer acquisition cost (CAC) why miss out on customer retention cost (CRC)? About customer retention cost. And if you are wondering what are the costs associated with it?

Customer retention 52

Customer retention Metrics Sales Customer centricity 52

ClearAction

APRIL 13, 2023

Brand Integrity and Your Ideal Customer Lynn Hunsaker Ideal Customer Profiles can be your key to sales velocity, retention, recurring revenue, and CAGR (compound average growth rate). Have you also considered ICPs as your key to cost containment as well as EPS (earnings per share) growth? Is your ICP truly ideal?

Chief Customer Officer 62

Chief Customer Officer Revenue potential Customer retention Engineering 62

Quality Contact Solutions

SEPTEMBER 21, 2021

If customer retention is not at the forefront of your business’s strategic plan, it should be. Did you know that retaining existing customers is far more cost-effective than acquiring new ones? In this article, we’ll cover 5 ways to retain customers. It seems we have it backward.

Customer retention 105

Customer retention call center professionals outsourcing Sales 105

SharpenCX

NOVEMBER 17, 2021

Long-term customers are more valuable to your company’s growth than you may think. A study from Harvard Business School found that increasing customer retention rates by even 5% can boost your company’s profits by 25-95%. Your customers do your marketing for you, spreading good words about your product and service.

Customer retention 145

Customer retention Personalization Accountability Customer Experience 145

ChurnZero

JUNE 9, 2023

However, that’s not always the case for Customer Success (CS) teams even though they are often responsible for renewals and expansions. So said Randy Wootton , chief executive officer at Maxio and Alli Tiscornia , chief customer officer at ChurnZero in our webinar, “ Finance & CS: Charting a path to profitability.”

Finance 98

Finance Metrics Benchmark Chief Customer Officer 98

Totango

DECEMBER 7, 2023

Merging sales and customer success (CS) is a delicate art that is often challenging but necessary for driving business results and creating a frictionless customer journey. Teaming leaders from each of these functions to focus on a respective industry, these “pods” work together to build deep knowledge and vertical expertise.

Sales 91

Sales Enterprise Best practices Metrics 91

ChurnZero

FEBRUARY 1, 2022

Acquiring and keeping new customers is obviously at the core of running any successful business, and one thing about it is certain: for customers to keep using your product, they have to like it. When you pursue product-led growth from a Customer Success angle, you’re even more likely to build up that customer loyalty.

Metrics 98

Metrics Feedback Advertising Customer centricity 98

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

Interactions

MARCH 2, 2023

Cost constraints may lead some companies to prioritize downsizing measures over investing in customer experience (CX). However, controlling costs are just one factor influencing business decisions about resource allocation. Gen Zers, for example, will abandon a brand at the first instance of poor customer experiences.

Airlines 62

Airlines Self service Customer retention Consulting 62

ChurnZero

APRIL 5, 2022

This is a guest post by Paula Naba , director of Customer Success at Northpass. Did you know that 32% of customers stop doing business with a brand they love after only one bad experience? How about this: customer-centric companies are 60% more profitable than companies that don’t focus on customers.

Education 98

Education Customer centricity CRM Best practices 98

Select VoiceCom Blog

NOVEMBER 29, 2023

Third-party providers also help reduce operational costs and provide access to specialised expertise. Selecting an outsourcing destination requires various considerations like cost-effectiveness, availability of skilled talent, language proficiency, cultural alignment, and more. Revenue for IT outsourcing in 2023 was at US $8.81

outsourcing 98

outsourcing Business Process Outsourcing Government Telecommunications 98

TeamSupport

MAY 3, 2023

Ensuring that customers have a superior experience using a product or service is a top priority for most companies. Customers expect to have access to fast and easy customer support when and where they need it. As a matter of fact, research shows that 40% of customers stopped doing business with a company due to poor service.

Customer Support 98

Customer Support Self service Chatbots Wait times 98

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

ChurnZero

SEPTEMBER 16, 2022

Today, the greatest opportunity for efficient growth lies with Customer Success (CS) teams—the purveyors of customer loyalty. Find out how Customer Success builds financial fortitude and resilience in the latest Punk CX podcast, featuring ChurnZero CEO You Mon Tsang. Focus on your customers’ top three churn risks.

Customer retention 98

Customer retention Customer centricity Metrics Sales 98

CSM Magazine

JULY 22, 2021

Henry Spitzer, VP of Sales at Lusha explains how community building is a powerful and cost-effective way to increase retention by creating a central destination for users to find support, advice and best practices. Gone are the days of static one-sided advertising that speaks at the customer. The Bare Basics.

Advertising 98

Advertising SaaS B2C Engineering 98

CSM Magazine

FEBRUARY 14, 2023

Acquisitions of bot strategy and design leader VoxGen and conversational automation provider Nu Echo position Waterfield Tech for ongoing CAI industry leadership. Waterfield Tech , a leading global customer engagement solutions provider, today shared business growth highlights for 2022.

Consulting 52

Consulting Consulting Contact Center Engineering 52

Satrix Solutions

AUGUST 25, 2020

Driving revenue can take on many shapes and forms, with upselling to existing customers being an important contributor to growing profits. The main draw for upselling to existing customers is that it provides a new revenue stream with no (or minimal) additional customer acquisition cost (CAC) that obtaining new accounts require.

Upselling 78

Upselling SaaS Sales Consulting 78

BlueOcean

JANUARY 23, 2024

So, we’ll take a comprehensive look at the cost of ownership of your in-house contact center – both intangible and tangible expenses – and how it compares to the cost of outsourcing. But the truth is that an “agent hour” encompasses much more than basic labor costs – and compensation is only the beginning. Yes, you can.

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CustomerSuccessBox

APRIL 19, 2022

Businesses are realizing the power of customer journey mapping to monitor customer experience performance and identify opportunities for improvement. Customer journey analytics is enabling access to tap into the customer behavior across touchpoints and over time to measure the impact of customer behavior on business outcomes.

Metrics 52

Metrics Analytics SaaS Journey mapping 52

Amity

OCTOBER 26, 2017

Ask anyone in sales or customer support regarding important customer success metrics, and almost always, churn is mentioned. Churn is short for ‘churn rate’ and refers to the percentage rate of customer loss or customer defection. Customer Success Metrics: Customer Health Score.

Metrics 132

Metrics Entertainment Customer retention Customer Support 132

Win the Customer

SEPTEMBER 8, 2023

In the dynamic world of startups, where every decision can make or break a company’s future, customer experience (CX) stands out as a critical factor for success. It’s not just about having a great product or service; it’s about how you make your customers feel when they interact with your brand.

Customer centricity 59

Customer centricity Chatbots Feedback CRM 59

Nicereply

FEBRUARY 21, 2022

Anticipating client difficulties and giving proactive solutions are the foundation of customer success. Not only does customer success lead to greater happiness and loyalty, but it also helps businesses increase revenue and customer retention. Greater emphasis on customer onboarding.

Journey mapping 98

Journey mapping Chatbots Customer retention Sales 98

Quality Contact Solutions

DECEMBER 28, 2022

Keeping customers loyal to your business is crucial for the success and growth of any company. Not only do loyal customers provide a steady stream of revenue, but they also tend to spend more, refer friends and family, and provide valuable feedback that can help improve your products and services. It seems we have it backward.

Telemarketing 52

Telemarketing call center professionals Call Center outsourcing 52

Playvox

FEBRUARY 13, 2024

In an economy that’s pitched more than a few curveballs over the last five years, retaining and growing a loyal customer base is consistently a winning business strategy. How Do You Identify Top Customer Service Talent? It can also quickly become a costly talent acquisition problem. It may be time to take a closer look.

Contact Center 88

Contact Center Gamification Coaching Feedback 88

ProProfs Blog

JUNE 21, 2019

Do you have a customer retention strategy? Companies focus on customer acquisition strategies, since increasing your customer count is the lifeblood of your business. But, customer acquisition won’t help, if you are unable to retain customers. Understand Customer Retention.

Customer retention 95

Customer retention Sales Marketing Scripts 95

CSM Magazine

OCTOBER 6, 2022

ResultsCX , a provider of Customer Experience Management (CXM) services to leading global companies, including Fortune 100 and 500 firms, today announced its strategic expansion into the U.K. and continental Europe through the acquisition of 60K , a leading Bulgarian CXM company, and the establishment of its European headquarters in London.

Entertainment 52

Entertainment outsourcing Telecommunications Education 52