Gainsight

DECEMBER 10, 2018

Before you say, “ thank u, next ” to 2018, check out Gainsight’s top blog posts, webinars, and resources of 2018. Top 5 Customer Success Blog Posts of 2018. You can’t have a business without a product and you can’t maintain a customer base without Customer Success. Click here to read the blog.

Customer Success 71

Customer Success Net Promoter Score Chief Customer Officer Metrics 71

BirdEye

APRIL 20, 2023

Local lead generation is a great way to reach potential customers in your area and increase your revenue. But how can you generate local leads? In this blog, we’ll show you the best strategies for generating local leads that will help you get more revenue from your business.

Social Media 98

Social Media Multi-Channel Metrics Effort Score 98

BirdEye

MARCH 11, 2021

Customer acquisition cost (CAC) has increased by 60% in just six years. Cultivating sustainable growth is imperative for success, and understanding how to keep your CAC low and ROI high is the foundation of sustainable growth. What is Customer Acquisition Cost (CAC)? Customers prefer texting.

How To 98

How To ROI Consumers Comparison 98

SurveySensum

SEPTEMBER 11, 2023

How well is your SaaS product performing, especially in terms of SaaS customer retention ? And with that, the customer’s expectations and needs are also evolving. How to Measure the Performance of a SaaS Company? Conclusion FAQs Now, let’s begin with how you can measure the performance of your SaaS company.

Metrics 52

Metrics Effort Score Net Promoter Score Measurement 52

Comm100

NOVEMBER 18, 2021

This blog will look at the top 5 reasons why higher education institutions need to adopt live chat and chatbots if they want to acquire, engage, and retain today’s students. Every support team’s main objective is to please its customers, whether they be students or patients. In both cases, students definitely have. Student preference.

Chatbots 173

Chatbots Video Wait Times Ecommerce 173

Daniel Group

MAY 12, 2022

Grow your Business Exponentially by Improving your Customer Experience. This edition continues our focus on growing your best in the best way, with excellent customer experience as the essential building block. If customers like the service you provide, they will tell others. More information is coming soon.

Net Promoter Score 98

Net Promoter Score Customer Experience NPS Conference 98

BirdEye

APRIL 7, 2023

With so many paid and organic marketing campaigns, knowing which brings the most leads, revenues, and customers is crucial. It is also possible that a lead had more than one touchpoint before becoming a customer. Cost per lead Cost per lead is an important marketing KPI to monitor in 2023.

Marketing 52

Marketing Social Media Return on Investment Touchpoint 52

ProProfs Chat

DECEMBER 11, 2020

Numbers help you reflect on how your business is performing and if your efforts are reaping the benefits you expected. They even help you understand if your customers are satisfied or not. There are multiple customer satisfaction metrics that your business can use to get answers to questions like “Is my customer satisfied?”

Customer Satisfaction 98

Customer Satisfaction Metrics Measurement Net Promoter Score 98

AWS Machine Learning

FEBRUARY 13, 2024

BigBasket serves over 10 million customers. In this post, we discuss how BigBasket used Amazon SageMaker to train their computer vision model for Fast-Moving Consumer Goods (FMCG) product identification, which helped them reduce training time by approximately 50% and save costs by 20%.

Training 97

Training Gamification Data Innovation 97

Beyond Philosophy

MARCH 2, 2020

We have all been in line or on hold for customer service , waiting for a company to get back to us. Then, when our wait time runs long and our patience runs short we get cranky and think, this customer service crew is really inept today. Last February, the Harvard Business Review (HBR) published, “ Why is Customer Service so Bad?

Customer Service 188

Customer Service Consulting Wait Times Customers 188

Retently

NOVEMBER 17, 2023

From tracking the real, long-term results of a campaign to judging the potential for customers to refer your company to their friends and colleagues, Net Promoter Score is a versatile metric that belongs in any marketing manager or consultant’s arsenal.

Net Promoter Score 78

Net Promoter Score NPS Marketing Effort Score 78

Optimove

JULY 17, 2022

Subtract that percentage of customers in the control group that converted from the total conversions by the audience that received the marketing campaign to get the incrementality percentage of the campaign. It is important to measure marketing effectiveness to understand how marketing campaigns affect overall conversions.

Marketing 52

Marketing Groups Measurement Metrics 52

ChurnZero

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? We’d like to extend a huge thanks to Dave for his expert insights below, which will help you choose and use Customer Success and SaaS metrics in a more nuanced and purposeful way.

Metrics 98

Metrics Customer Success Net Promoter Score Measurement 98

Thematic

JANUARY 21, 2020

I’m always surprised by the excuses I hear for not having a proper customer feedback strategy in place. . Voice of customer platforms collect solicited feedback only, and store it siloed away from public feedback and all other customer data. Last year was a hard one for me! . The main reason?

Feedback 121

Feedback Roadmap Analysis Analytics 121

Comm100

DECEMBER 7, 2021

If you’re reading this blog, you’ve likely learned of the benefits of chatbots and now need to choose the best chatbot for your school. (If If you’re still unsure, take a look at the cost-savings of chatbots with this Chatbot ROI Calculator.). If you’d like to go into more detail download this free chatbot guide. Download now.

Chatbots 130

Chatbots How To Measurement Wait Times 130

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.

Customer Journeys 52

Customer Journeys Metrics Analytics Touchpoint 52

SurveySparrow

FEBRUARY 14, 2022

So, the talent acquisition team gets to hire, appraise, and retain employees better using people analytics. Anisa has been one of the prime advocates of people analytics for close to 2 decades, and we knew we were on a knowledge ride in this webinar. And this piece is all about her expertise and our research on people analytics.

Analytics 98

Analytics Metrics Examples Survey 98

Wootric CX Blog

AUGUST 4, 2020

The technical definition of Customer Lifetime Value (CLV) is the revenue earned from a single customer over time. It’s an equation that subtracts the cost to acquire a new customer (CAC) from the total revenue from that customer. It is the ideal way to tie customer loyalty to revenue.

Metrics 52

Metrics Effort Score Net Promoter Score Self Service 52

Optimove

FEBRUARY 24, 2022

Similarly, of course, email is a tentpole of Relationship Marketing, for the apparent reason that you should not have – and if you do, then should not use – the email of anyone who isn’t already a customer. So, you can’t really use it for your regular acquisition campaigns. Acquisition vs Retention? Still wondering why and how?

Data 52

Data Multi-Channel Advertising Course 52

Customer Guru

NOVEMBER 13, 2018

What is customer loyalty? Customer loyalty is when a customer chooses a particular brand over the other similar providers in the market. Such customers act as evangelists, encouraging their friends and folks to purchase from the same brand. ” Why is customer loyalty important? Loyalty is a brand.”

Loyalty 117

Loyalty Net Promoter Score Effort Score Metrics 117

Clarivate

JULY 19, 2023

Within this blog, we explore the process and value of optimizing your patent strategy through a three-phase patent portfolio analysis. How can you optimize patent strategies to help executives, business development professionals and investors understand the strategic value of these intangible assets?

Analysis 52

Analysis Comparison Strategy Tools 52

Gainsight

APRIL 30, 2019

Check out our Essential Guide to learn how to navigate the new product experience landscape. Customer Retention Rate (CRR). Customer Satisfaction Score (CSAT). Customer Acquisition Cost (CAC). Product managers need to know how many active users they have on a monthly and/or daily basis for many reasons.

Metrics 65

Metrics Net Promoter Score Management How To 65

SurveySensum

AUGUST 23, 2023

Do you remember receiving emails from brands that you shopped with, asking you How likely will you recommend the particular product to your friends and colleagues? How likely will you recommend their brand to your friends and colleagues? It also suggests the company is treating its customers well. So, let’s dig in!

Net Promoter Score 52

Net Promoter Score NPS Survey Effort Score 52

Optimove

FEBRUARY 10, 2022

” 2021 wasn’t short on those marketing challenges: rising costs, diminishing stock, severe delivery chain issues, and that virus still wreaked havoc on our daily lives, the way we shop, our work habits, and social life. This is how 2021 looked from where we sit. Timeline: what the anecdotes tell us. February: The Heptagon Award.

CRM 52

CRM B2B Advertising Entertainment 52

Beyond Philosophy

FEBRUARY 10, 2020

However, defining business growth is essential here because it will dictate how you go about gaining it. . We discussed what growth is to organizations and how to approach getting it in today’s marketplace on a recent podcast [TL1]. Business Growth has always been at the heart of the Customer Experience movement.

Meeting 172

Meeting Hospitality Return on Investment Telecommunications 172

Alida

NOVEMBER 10, 2016

Many smart companies use Net Promoter Score (NPS) to measure how well they’re meeting the needs and expectations of their customers. Enterprise messaging software company Slack, for instance, treats NPS as a leading indicator of growth, using it to improve its interactions with customers and prospects.

Net Promoter Score 208

Net Promoter Score NPS Effort Score How To 208

CustomerSuccessBox

AUGUST 31, 2021

Customer Success is the key to driving retention, renewals and thereby, increasing recurring revenue for the business. Although it’s upon the Customer Success team to drive retention, renewals, etc., Senior Customer Success (CS) leader VP of Customer Success Head of Customer Success. Rockefeller Jr.

ROI 52

ROI Customer Success B2B Measurement 52

BirdEye

MAY 1, 2023

If you’ve ever struggled with figuring out how to price your products, you’re not alone. Many business owners don’t know how to price their products or services. In this blog post, we’ll explore everything you need to know about pricing strategy and its best practices for your business model.

Strategy 98

Strategy Telecommunications Analysis Consumers 98

Opinionator

MARCH 30, 2019

Customer Defection Impact – So What is the Big Deal? All businesses have customers that defect, but what is the customer defection impact to the business? The two BIG questions are, What percentage of your customers defect each year? How large is the cost of customer defection? Next Steps.

Return on Investment 40

Return on Investment Financial Advertising Feedback 40

Gainsight

MARCH 3, 2021

I’ve hosted get-togethers with Customer Success executives nearly every month for the past 8 years. He’s also well known for his humorous and insightful blog, kellblog. We believe 2021 is the year for Customer Success teams to embrace their broader impact on Net Dollar Retention since they help minimize churn AND drive expansion.

Self Service 116

Self Service ROI Metrics Customer Success 116

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. Are you facing a project like a merger or acquisition that requires you to work with new investors or existing investors in a new capacity? Because how you share information with investors matters. We cover: How does customer success work with investors?

Metrics 98

Metrics Customer Success Engagement Effort Score 98

InnerTrends

NOVEMBER 25, 2019

This article will help you determine just how much is being potentially lost and make sure you’re picking the right type of trial for your customer acquisition model. As SaaS business decision-makers, figuring out how to use “free” in your conversion funnel is not easy. In Starship Troopers, author Robert A.

Analytics 98

Analytics Industry Engagement Examples 98

SurveySensum

OCTOBER 26, 2023

Paul’s online handcrafted jewelry store started seeing a decline in customer satisfaction and repeat purchases. So he started sending CSAT surveys after every purchase to his customers to learn about their shopping experience, product quality, and overall satisfaction. Why should you Measure Customer Satisfaction? Well, it is.

Customer Satisfaction 52

Customer Satisfaction Metrics Measurement Strategy 52

CSM Practice

DECEMBER 8, 2019

Customer churn is a vital metric for the success of any SaaS company and its customer success team. It is the rate at which customers cease their relationship with a business over a specified period. At the same time, a 5% increase in customer retention rates can increase profits by up to 95%. Why Do Customers Churn?

Analysis 88

Analysis Customer Retention Customer Success Feedback 88

InnerTrends

DECEMBER 2, 2019

How do you know which is more suitable for your business? Be honest, how many times have you been persuaded by the words “No credit card required!” The goal for the fast signup is to bring in as many leads as possible so that there’s a big pool of users to convert into paying customers. The Fast Signup. when you were wavering?).

Case Study 105

Case Study Study Metrics Strategy 105

SurveySensum

SEPTEMBER 8, 2023

However, a detractor ends up costing the company $57 , while a satisfied promoter generates $328 in value. Now, according to Bain & Company, if Dell could turn only 2-8% of those unhappy customers into satisfied ones, they could have boosted their annual revenue by $167 million.

NPS 52

NPS ROI Social Media Effort Score 52

Pointillist

DECEMBER 10, 2019

By Steve Offsey CX leaders use a myriad of metrics like Net Promoter Score ® (NPS ® ), Customer Satisfaction and Customer Effort Score. Not all companies measure and prioritize it, yet the importance of customer lifetime value (CLV) is staggering. Customer lifetime value is, in many respects, the ultimate KPI.

NPS 111

NPS Net Promoter Score Customer Journeys Metrics 111