Kayako

AUGUST 21, 2018

What is customer retention? Simply put, customer retention refers to the strategies and tactics businesses use to encourage repeat purchases and ongoing loyalty from their existing customer base. That’s why customer retention is so vital for businesses of every stripe.

Customer Retention 123

Customer Retention Loyalty Strategy Loyalty Programs 123

Happy or Not

OCTOBER 11, 2021

While CX Day will come and go, keeping your customers happy year round is the pillar of customer retention and supports that your CX efforts will be successful. . Your best customer is the one who keeps coming back to you. No company can efficiently grow without retaining its customers.

Customer Retention 69

Customer Retention Tips Social Media Customers 69

Magellan Solutions

FEBRUARY 20, 2024

Maximizing the potential of live chat outsourcing companies relies on mastering digital-first customer service. Step into the competitive battlefield of customer support , where live chat and messaging have revolutionized real-time engagement. Outsource the complexity and own the customer experience. Did you know?

Company 52

Company Chatbots Customer Satisfaction Abandon Rate 52

ShepHyken

DECEMBER 9, 2022

The customer journey is essential to any company’s success. And in today’s digital age, customer service is now more important than ever before. So how can you make sure that your customer journey is aligned with your brand expectations? And more importantly, how can you ensure that it’s not costing you sales?

Customer Journeys 123

Customer Journeys Brands Sales Contact Center 123

Magellan Solutions

AUGUST 17, 2020

With all the advertisements people see on the internet every day, customers can easily jump from your brand to another if you don’t have strong customer retention strategies. . To make your business thrive, you need to take care of one of the most important assets — your customers. What is Customer Retention?

Customer Retention 52

Customer Retention Strategy Loyalty Exceptional Customer Service 52

ProProfs Chat

DECEMBER 12, 2019

Companies focus on getting new customers, but retaining them is a whole different story – and more difficult to achieve! what customers want, . what customers want, . The best way to do this is by reading customer retention statistics, and that’s what we have carefully curated in this blog. Tweet This.

Customer Retention 88

Customer Retention Loyalty Programs Social Media Loyalty 88

InMoment XI

FEBRUARY 23, 2024

It’s crucial that brands understand the experiences they provide and whether or not they satisfy the needs of customers, employees, and beyond. Every business should know the ins and outs of how their marketing, advertising, and sales team measure up. Effective market segmentation is critical to that goal. What Is Market Segmentation?

Marketing 260

Marketing Customer Experience Return on Investment Analysis 260

ProProfs Chat

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 63

Customer Retention Strategy How To Case Study 63

Retently

AUGUST 23, 2023

Some people argue that NPS® doesn’t work effectively for B2B companies. We argue the opposite — Net Promoter Score® is just as valuable for a B2B company as it is for a B2C brand. In fact, NPS can be a powerful tool — possibly the most powerful at your disposal — for improving B2B retention.

Net Promoter Score 148

Net Promoter Score B2B Company B2C 148

Gainsight

JUNE 20, 2022

This post was originally published in Customer Think. . The Customer Success Index 2022 , a survey of more than 350 companies by Gainsight and RevOps Squared, recently uncovered some very interesting, if not troubling data on the state of alignment between SaaS users and buyers. Bridging a Customer-Segment Divide.

Customer Retention 52

Customer Retention NPS Effort Score Customer Success 52

Thematic

DECEMBER 5, 2018

Today, it’s more about offering customers something as personalized as possible, so that they feel truly special. So, let’s look at ways to reduce churn with customer retention analytics and why it’s important in the first place. What is customer retention? Why is customer retention important?

Customer Retention 96

Customer Retention Analytics Data Strategy 96

Customer Bliss

MAY 2, 2019

Rosalyn Curato , CCO of Allovue , a startup EdFinTech (education financial technology) company, knows how to leverage this skill. Focus on Retention and Establish Relationship Managers. As CCO, Rosalyn knew that she would be strategizing around an acquisition and retention plan.

Company 149

Company Strategy Chief Customer Officer Financial 149

Gainsight

DECEMBER 2, 2019

Bookmark this collection of resources all about customer retention and stop churn in its tracks. Customer retention is one of the biggest metrics in SaaS and a key component in any SaaS company’s strategy. Cultivating a high retention rate will set you up for long-term success. What is Customer Retention?

Customer Retention 52

Customer Retention Resources Strategy Chief Customer Officer 52

ShepHyken

MAY 13, 2024

Something has to change, and the author has given companies and brands some ideas to think about. She summarizes some of the points from Blake Morgan’s book, More is More , emphasizing that customer service is “a key part of the overall experience.” Heavy adoption by customer base driven by employees actively promoting 4.

Customer Service 73

Customer Service Loyalty Programs Customer Retention Metrics 73

Kayako

AUGUST 12, 2022

The lockdowns and aftermath of the 2020 global pandemic spiked growth in e-commerce sales as brick-and-mortar stores and restaurants closed their doors. eMarketer estimates that by 2024 almost 20% of total retail sales will be via eCommerce, and that estimate does not include travel and event ticketing or restaurant food delivery.

Customer Service 292

Customer Service Ecommerce Effort Score e-support 292

InMoment XI

NOVEMBER 20, 2023

In particular, Artificial Intelligence (AI) has emerged as a powerful tool, revolutionizing the way companies understand and enhance the customer experience. As we delve into the realm of AI in Customer Experience (CX), we will explore how this technology is reshaping the customer-business relationship.

Customer Experience 324

Customer Experience Strategy Chatbots e-support 324

Pointillist

JUNE 15, 2018

Much of the marketing world is still focused on customer acquisition, but to improve customer retention will yield f ar better ROI and cost about 5-25X less than customer acquisition. What is Customer Retention? Why Customer Retention Matters. My Customer Retention ?

Customer Retention 110

Customer Retention Analytics Loyalty Programs Customer Journeys 110

Gainsight

DECEMBER 7, 2020

A common concern for growth teams is how much budget they should spend on acquisition versus retention sales or marketing. Because the budget required for cross-channel tactics to acquire new customers is likely high, organizations usually have little budget remaining to spend on retention. .

Customer Retention 52

Customer Retention Tools Metrics Software 52

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. Sales and marketing professionals that geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. It demonstrates how fast a company is growing. Available to renew (ATR).

Metrics 94

Metrics Customer Success Net Promoter Score Company 94

Storyminers

JULY 29, 2016

So how do you ensure your brand is retaining its precious customer base? We decided to ask experts one question: What is your most effective customer retention strategy for B2C brands? . VP of Customer Experience, Compellon. The most effective customer retention strategy is to focus, well, on retention.

B2C 124

B2C Customer Retention Strategy Brands 124

Experience Investigators by 360Connext

APRIL 23, 2024

Prioritizing the right CX management not only helps in retaining customers by improving their experiences, but also enhances the overall brand image and increases profitability. Some organizations find that focusing on retaining customers in volatile times can provide more revenue than sales.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

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.

Customer Engagement 52

Customer Engagement Engagement Company Strategy 52

Comm100

NOVEMBER 15, 2022

There’s no doubt that telephone remains a stalwart customer service channel. Many consumers still prefer to call companies for support, particularly when the issue is complex or urgent. Grow customer base. Book a call today with Comm100 today to explore partnership options and we’ll sweeten the deal with a free gift box.

Omni-Channel 210

Omni-Channel Chatbots Social Media Software 210

BirdEye

JULY 5, 2023

This strategy uses online and offline communication channels for your business to build stronger relationships with your customer base. This marketing strategy isn’t about short-term wins or sales transactions; instead, it focuses on long-term customer retention. Why does relationship marketing work?

Examples 98

Examples Strategy Marketing Social Media 98

Gainsight

APRIL 8, 2020

As a Sales Leader, I am deeply focused on how to maintain & maximize revenue during the currently unfolding & rapidly changing COVID landscape. For that reason, maintaining revenue in our installed base, and looking for ways to maximize revenue via cross-sell / upsell in the right scenarios is critical. Gainsight People Maps.

Sales 98

Sales Effort Score Fashion Report 98

CSM Practice

JULY 6, 2020

After all, the very motive of these companies is to adapt to the situation, and further improve the overall performance through expansion selling strategies. It is no surprise that discretionary spending practices lead customers to reconsider whether or not they need to renew or expand certain subscriptions. The Shift to Remote Work.

Company 71

Company Strategy Tips Sales 71

CSM Practice

JULY 6, 2020

After all, the very motive of these companies is to adapt to the situation, and further improve the overall performance through expansion selling strategies. It is no surprise that discretionary spending practices lead customers to reconsider whether or not they need to renew or expand certain subscriptions. The Shift to Remote Work.

Company 71

Company Strategy Tips Customer Success 71

Amity

SEPTEMBER 19, 2018

It is extremely important to make sure that the customers you’ve already attracted to your company stay with your company. To be specific, it is estimated that customers, who had bought from you 2 times before, convert (make a store purchase) 9 times more often than those who were your first time buyers.

Customer Retention 64

Customer Retention Loyalty Marketing B2B 64

Lumoa

NOVEMBER 17, 2022

Customers search for easy shopping solutions on clear, engaging websites. E-commerce sales are now projected to reach $7.4 Companies should aim to meet their customers’ expectations by continuing to fine-tune their customer experience (CX) programs. Customer Experience in E-commerce Trend Predictions for 2023.

e-support 208

e-support Customer Experience Social Media Chatbots 208

Confirmit

OCTOBER 18, 2018

What Is Customer Retention? Customer retention refers to an organization’s processes and activities that aim at stopping customers from churning or switching to a competitor. Increasing customer loyalty is a key goal of any business, and contributes greatly towards sustainable growth.

Customer Retention 45

Customer Retention Multi-Channel Net Promoter Score Return on Investment 45

Totango

MAY 17, 2024

Economic pressures are compelling companies to rethink their strategies, with a heightened focus on both acquiring new business and nurturing existing customer relationships to drive revenue growth. solution can be as easy as consolidating your sales and customer success information. Tools like Chorus and Gong.io

Innovation 96

Innovation Call Recording Conference Tools 96

InMoment XI

OCTOBER 10, 2023

They serve as a mirror, reflecting the quality, efficiency, and impact of a company’s customer service initiatives. Because they translate the intangible aspects of customer interactions into tangible data. Consider a customer’s feeling of being valued or their sense of trust in a brand.

Metrics 260

Metrics Net Promoter Score Customer Service Effort Score 260

Gainsight

OCTOBER 22, 2018

It checked all the boxes for me—strategic thinking, working collaboratively, creativity, working with sales, and above all a total focus on giving the customer a great experience. When I left the world of product management to become a CEO, Customer Success was barely a gleam in my colleague Dan Steinman’s eye!

Sales 95

Sales Marketing Customer Success Customer Insights 95

BirdEye

AUGUST 24, 2023

By tailoring customer marketing messages that resonate with customers’ unique preferences, companies can unlock a powerful avenue for sustainable growth. Read further to know the key customer marketing strategies you need to improve your business’s experience, retention, and loyalty.

Strategy 98

Strategy Marketing Customer Retention Loyalty 98

Comm100

APRIL 10, 2024

With proper application, this integration: Provides a greater customer experience Delivers a personalized service that can boost customer retention rates Reduces staff burnout Another key benefit of using AI in customer service is the ability to better understand and predict the needs of the customer to address their concerns almost instantaneously.

Customer Service 221

Customer Service Chatbots Analytics Customers 221

Magellan Solutions

OCTOBER 17, 2023

Most businesses depend on their current customers to sustain and generate new sales. There is a powerful tool that attracts and retains customers. It is called direct marketing inbound teleservices and affects client retention. Are you ready to discover the keys to preserving a loyal customer base?

Marketing 52

Marketing e-support Customer Satisfaction Customer Retention 52

Happy or Not

NOVEMBER 30, 2023

The customer journey doesn’t end with the purchase decision. It typically starts much earlier, and extends far beyond that, including customer interactions, brand experience strategy, and emotional connections. Here’s what companies usually get wrong. Here are the 5 key benefits of using this platform.

Survey 36

Survey Company Social Media How To 36