Lumoa

NOVEMBER 29, 2021

The probability of selling to a new prospect is 5-20%, while the probability of selling to an existing customer is 60-70% according to Marketing Metrics. Murphy & Murphy estimate that a 2% increase in customer retention has the same effect on profits as cutting the costs by 10%. Ask your customers!

ROI 259

ROI Customer Experience NPS Financial 259

Kustomer

AUGUST 26, 2022

Jump down to our list of the top CX podcasts or continue reading to discover what elements make for a great CX podcast that will improve your already-growing customer experience strategy. Like all media, podcasts take different approaches to style, criteria and approach to the topic. Customer Success Leader. For how long?

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 105

Lumoa

FEBRUARY 16, 2023

The voice of the customer can also help you identify and address any issues preventing you from achieving key goals. Additionally, the voice of the customer encompasses both positive and negative feedback on a variety of topics. Without customers, there is no business. Increasing customer loyalty.

Voice of Customer 236

Voice of Customer How To Feedback Return on Investment 236

Gainsight

OCTOBER 19, 2023

We surveyed nearly 400 companies throughout North America to create the Customer Success Index 2023 North America (or CS Index for short). And Customer Success has evolved beyond firefighting to become a mission-critical revenue driver during the down economy. NPS can be a polarizing topic. So what did we learn?

Customer Success 52

Customer Success Net Promoter Score NPS Customer Retention 52

BlueOcean

OCTOBER 4, 2023

Things like lifetime customer value/cost of customer churn come into play beyond the straight dollar-for-dollar cost of an agent hour. Your customers expect the same brand experience they have at every other moment in their journey—your website, your storefront, your marketing.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

ChurnZero

JANUARY 5, 2022

It’s not uncommon to find it difficult to grasp the concept of Customer Experience vs. Customer Success. For some, the Customer Experience definition is not that different from the one for Customer Success. So, are Customer Experience and Customer Success really the same?

Customer Success 98

Customer Success Customer Experience Net Promoter Score Return on Investment 98

Gainsight

MARCH 12, 2024

This is a very exciting time to be in the Customer Success (CS) profession. As economies and customer expectations shift and evolve, we as CS professionals need to evolve with them. It all comes down to Customer Success Managers (CSMs) owning certain revenue metrics: expansion revenue, churn, renewals, etc.

Customer Success 52

Customer Success ROI Metrics Sales 52

ChurnZero

MAY 4, 2023

There’s a closely held growth secret among large B2B professional services firms, like consultants, accountants and law firms, that Customer Success Managers (CSMs) might appreciate: The more relationships a client has across a firm, the lower that client’s flight risk. We landed on a theme that made sense: a neighborhood.

Tips 98

Tips Gamification Feedback Customer Success 98

CloudCherry

AUGUST 26, 2019

Originating in the tech sector, customer experience (CX) is now a hot topic in the B2B space—so hot, in fact, that many B2B CX experts believe it will define their companies’ competitive strategies in the coming years. Only 29 out of 68 (about 43%) of respondents say their businesses have established a customer success program.

B2B 199

B2B Conference Metrics B2C 199

ShepHyken

MAY 17, 2021

(Alibaba.com) This article summarizes 4 common types of customer complaints and worked out 6 tips to handle them smartly and strategically. My Comment: Let’s start this week’s TOP FIVE roundup with an important topic that I’ve written on many times in the past, and that is how to handle customer complaints.

Customer Service 78

Customer Service Customer Retention Tips Brands 78

Gainsight

NOVEMBER 16, 2023

Every year at Pulse Europe , we recognise European industry leaders who have made significant contributions to the field of Customer Success (CS), driving innovation and transforming the way businesses engage with their customers. As a result, their companies reap the rewards of stronger adoption and customer retention.

Telecommunications 52

Telecommunications Contact Center Innovation Chatbots 52

ShepHyken

APRIL 26, 2021

My comment: One of the compelling propositions for our clients interested in our customer service training programs is that that customer service doesn’t cost. Brian Solis has a compelling article about this very topic. One of the main points is that customer service is becoming the face of a brand.

Customer Service 133

Customer Service Loyalty Programs Social Media Contact Center 133

ShepHyken

MARCH 15, 2021

For this short post, let’s look at two emerging customer experience trends. My Comment: When Joseph Michelli writes an article about customers or experience, it is a “must-read.” This article approaches the very timely topic of the experiences we plan to deliver in a post-pandemic world.

Customer Service 127

Customer Service Customer Service Training Customer Retention Training 127

Kustomer

NOVEMBER 1, 2021

A true virtual library, a user can find podcasts that literally cover any topic or subject under the sun. A podcast series usually features one or more regular hosts who engage in a discussion about a specific topic, theme, or event. Check out our customer service hit list and maximize your learning time in a dynamic, stress-free way.

Customer Service 98

Customer Service Entertainment Trends Social Media 98

ShepHyken

AUGUST 6, 2023

Customer Retention Statistics – the Ultimate Collection for Small Business by Matt Mansfield (Small Business Trends) Customer is strategic efforts a business makes to keep existing customers engaged and loyal over time. Once again, another list of tips and tactics to keep your customers satisfied.

Customer Service 62

Customer Service Tips e-support B2C 62

Lumoa

MARCH 8, 2023

Lumoa’s CEO and co-founder, Carlos del Corral, held a comprehensive webinar about the topic with Merete Medle, a highly esteemed CX practitioner with rich experience working for two of the biggest telcos in the Nordics. It is equally vital for telcos to operationalize insights and measure CX performance to evaluate their success.

Industry 208

Industry Customer Centricity Telecommunications Feedback 208

ShepHyken

MAY 18, 2020

These 6 Customer Retention Strategies Actually Work by Hal Koss. Built In) CSMs know that acquiring customers is its own challenge, and that a strong retention rate takes some of that pressure off the business. But how do you build loyalty that leads to customer retention?

Customer Service 92

Customer Service Customer Retention Loyalty Strategy 92

ReviewTrackers

JANUARY 2, 2020

Voice of the Customer (VoC) is a strategy to improve the customer experience by incorporating customer feedback into marketing and operations. If done correctly, you can also use VoC to bolster your customer retention. Bring 10X Revenue and Retain Customers with VoC Programs.

Net Promoter Score 113

Net Promoter Score Social Media Effort Score Analysis 113

Innovative CX

OCTOBER 13, 2023

Often, we hear the same speakers talking about the same topics which serve to emphasize a point but do little to address the actions that need to take place for real improvement to be realized. Measure your success. represent only one way to understand how your customers view their experiences with your organization.

Customer Experience 59

Customer Experience Conference Customer Journeys NPS 59

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 Strategy e-support Social Media 21

ChurnZero

JULY 7, 2020

What makes a successful business? Even though this is partly true, the reality is that happy customers make successful businesses. The better the service, and the more customer-centric your business is, the more likely it is to succeed. The Difference Between Customer Support and Customer Success Teams.

Customer Success 90

Customer Success Sports Customer Satisfaction Customer Retention 90

LiveChat

APRIL 10, 2017

Put simply: once you build a solid customer base, it’s essential that you shift your focus toward retaining customers and ensuring they remain loyal. 4 Main Tenets of Customer Retention. Each of the strategies we’ll discuss throughout this article fall under one of four main principles: Knowing your customers.

Customer Retention 28

Customer Retention Loyalty Programs Customers Social Media 28

Gainsight

FEBRUARY 29, 2024

Partner Success has been long talked about in Customer Success programs, but it’s had limitations in practice due to technology constraints like data security requirements and lack of Customer Success capabilities among partners. The average customer maintains seven trusted partnerships according to McBain.

Customer Success 52

Customer Success Effort Score Roadmap Software 52

ChurnZero

DECEMBER 1, 2020

Webinars are a quick and easy way to find out more about a topic especially if you don’t know where to start. As we have a large library of on-demand webinar content in our Resources center , we often get asked by customers, which ones are the most popular and must-see to get caught up on. Customer Success Around the Web.

Customer Retention 59

Customer Retention Customer Success Loyalty Software 59

CSM Practice

AUGUST 3, 2020

is considered to be a crucial topic among the Customer Success community. That said, many experts in this field are taking time to brainstorm to come up with a specific answer to the question, “is it sales or customer success’ responsibility?”. We want to ensure initial deployment is successful.

Sales 98

Sales Customer Success Chief Customer Officer Strategy 98

CX Journey

NOVEMBER 22, 2017

There must be a concerted effort to ensure this doesn't become an avenue where customers can be disappointed. For communities to be successful, brands need to be sure to. For communities to be successful, brands need to be sure to. For communities to be successful, brands need to be sure to. Companies get. Companies get.

Self Service 0

Self Service Social Media Knowledge Base Call Center 0

ShepHyken

FEBRUARY 25, 2024

This has a nice description of how AI will make customer service better. I love the first topic, which is how customers have been frustrated with getting caught in the phone menu. This short article hits some of the high points of why creating obsessed customers is a good strategy. Imagine that!)

Customer Service 60

Customer Service Average Handle Time Net Promoter Score Loyalty Programs 60

CustomerSuccessBox

JUNE 13, 2022

Customer intelligence (CI) is becoming a prominent competitive advantage in this age of increased competition with other organizations. We already knew that customer-centricity is critical for any SaaS company’s success. However, there are other aspects to being a customer-centric company. Segmentation of Customers.

Customer Success 52

Customer Success Net Promoter Score Customer Centricity ROI 52

CustomerSuccessBox

MAY 18, 2022

So has the customer success industry and the content around the space! Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022! A dedicated AI-powered customer success platform aiding SaaS firms to onboard, retain, upsell and drive MRR. 16 Ventures. SuccessCoaching.

Customer Success 52

Customer Success Case Study Resources Customers 52

Vonage

MARCH 26, 2018

In today’s super-competitive retail environment, companies that help their sales teams manage customer relationships effectively tend to find more success than those that don’t. What’s more, at the same time, it will help you to differentiate your core business values with those you create for customer interaction excellence.

Sales 120

Sales Tips CRM System 120

Totango

SEPTEMBER 12, 2018

Totango is in attendance at this year’s conference where the topics consists of best practices and strategies that go beyond the CCO business case, driving C-level accountability for customer centricity. The Customer Success Buzz at CCO. That’s where Customer Success comes into play.

Chief Customer Officer 55

Chief Customer Officer Conference Customer Centricity Customer Success 55

ChurnZero

MAY 12, 2020

So, the next time you are out walking the dog, running on the treadmill, cleaning the house or doing other tasks that doesn’t require a lot of mental energy, pop in your earbuds, press, “Play” and learn from these Customer Success leaders and SaaS experts. . Host: Jeff Breunsback and Jay Nathan from Customer Imperative.

Customer Success 64

Customer Success Chief Customer Officer B2B Roadmap 64

Kustomer

SEPTEMBER 1, 2022

It’s no secret that a strong customer service strategy is the cornerstone of a successful business. Even if your products or services are exceptional, customer loyalty can be lost if the customer experience is tainted with one poor interaction. Close the Feedback Loop.

Customer Service Strategies 104

Customer Service Strategies Self Service Strategy Customer Service 104

CSM Practice

AUGUST 7, 2020

CSM Practice conducts Customer Success Executives Roundtable every third Tuesday of the month where you can connect and exchange strategies and tactical advice with your peers. Last July 21, 2020, CSM Practice had an awesome 8th session of the CS Executives Roundtable with the topic about Customer Lifecycle Journey.

Customer Journeys 81

Customer Journeys Customer Success Guidelines Customers 81

Help.com

MARCH 28, 2016

Below we’ve listed a couple of our favorite Slack Communities that cover topics like customer service/ experience, training, and beyond. Support Driven is a great resource for customer service professionals at any stage in their career. From topics on individual KPI’s to how to break up with a customer, they cover it all.

Customer Service 100

Customer Service Customer Retention Social Media Resources 100

SurveySensum

JANUARY 9, 2024

In this digital age of customer shopping behavior, customer experience is not JUST a desirable outcome – it’s CRITICAL to your business’s success. More than 90% of customers are likely to make repeat purchases from companies that provide excellent customer service. CSAT score.

Effort Score 52

Effort Score Metrics Customer Satisfaction Policies 52

CustomerSuccessBox

AUGUST 27, 2021

One of the most debated topics that are prevailing around the SaaS world is about- Who should be owning renewals? Customer Success team or the Sales team. The main similarity lies in their ability and necessity to build a relationship with their customers. Combining Sales with Customer Success.

Sales 52

Sales Customer Success Net Promoter Score Management 52