ChurnZero

JUNE 19, 2020

It is no secret that customer churn hits recurring revenue businesses hard, but what’s its real impact on their long-term health and valuation? To answer that and more, we invited SaaS Capital’s Managing Director, Rob Belcher, and Software Equity Group’s Managing Director, Allen Cinzori, to join us for a webinar. Q&A Recap.

Metrics 72

Metrics Company Survey Self Service 72

ijgolding

APRIL 25, 2016

On the 10th January 2009, Leyton Orient last played Leicester in the football league – league one (I was there – Leicester won 3-0!!). What is all the more remarkable is that in relative terms, they do not have anything like the financial resources of the ‘big boys’ – so just how have they managed to do it?

Sports 0

Sports Leadership Groups Financial 0

Magellan Solutions

JUNE 15, 2021

Managers – 6%. With this knowledge and expertise in your company, customer service employees will become brand ambassadors for your company. . Better Retention in Customer Service Solutions. A business with more than 50% committed employees has an 80% chance to retain all their customers. .

Customer Service 52

Customer Service Call Center First Call Resolution Customer Retention 52

ijgolding

MARCH 1, 2017

In 2009 one of the most prominent collapses in the industry came with the demise of Borders. Spearheaded by their CEO, James Daunt, Waterstones have not just managed to survive, they have managed to do so profitably. The online revolution hit the book selling industry harder than many others.

Customer Experience 120

Customer Experience Retail Strategy Report 120

Amity

SEPTEMBER 7, 2016

Can you give us a brief overview of Customer Success at HubSpot, and of your responsibilities? I started in HubSpot in 2009 and I’m now coming up on my 7-year anniversary. When I first joined the company, we had about a hundred or so employees and around a thousand customers.

Customer Success 0

Customer Success Groups Customers Metrics 0

Chattermill

SEPTEMBER 11, 2019

Netflix, Amazon and Spotify have trained us to expect a smooth customer journey with little to no friction. Your customers will automatically see friction when you fail to live up to the experience they’re used to elsewhere. Netflix keep customers engaged. So how did Netflix manage this?

Customer Experience 76

Customer Experience Touchpoint Entertainment Customer Journeys 76

Waypoint Group

JANUARY 14, 2015

but for product usability it’s 5.89, so clearly ease-of-use is something we need to focus on in order to drive customer retention.” ” Or, “Our average score for tech support is 6.72 But relying on one metric — tempting as it might be — will only provide you with one dimension.

B2B 40

B2B Net Promoter Score Effort Score NPS 40

SmartKarrot

JANUARY 25, 2022

These programs got the name of customer marketing. . Customer marketing is one of the key functions of an organization. On the other hand, customer success has been around since early 2009. This is where customer marketing as a department comes in handy. Definition of customer marketing. contact-form-7].

Customer Success 10

Customer Success Marketing Case Study Customers 10

SmartKarrot

FEBRUARY 15, 2022

Bill Quiseng is a well-known blogger and professional speaker who gives valuable keynote sessions on customer service. His interactions provide real-world experiences to give frontline workers so they can manage customers and develop meaningful relationships and brand loyalty with them. Blake Morgan. Bruce Temkin. Martin Hill.

Customer Service 10

Customer Service Social Media Customer Centricity Tips 10

Customer Bliss

AUGUST 2, 2016

He is responsible for driving customer-focus into all aspects of the Oracle business. In this capacity, Jeb serves as a customer advocate and works with the Oracle organization to develop and deliver customer programs that increase customer retention, value delivered, satisfaction, and loyalty.

Chief Customer Officer 100

Chief Customer Officer Customer Experience Feedback Leadership 100

CSM Magazine

NOVEMBER 21, 2019

Companies focused on long term success understand the importance of investing in efficient customer service recovery to restore their reputation when it’s put on the line. Way back in 2009, United Airlines baggage handlers broke Dave Caroll’s $3500 guitar during a flight from Halifax to Omaha.

Social Media 78

Social Media Airlines Customer Retention Brands 78

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ijgolding

OCTOBER 7, 2015

What defines their undying belief for what they do is a set of values that actually MEAN SOMETHING to every individual connected to the organisation: Fair treatment of customers, partners and suppliers. Management – Employees Relations in a Spirit of Partnership. Extensive quality. High environmental standards.

Case Study 120

Case Study Study Customer Experience Financial 120