Experience Investigators by 360Connext

NOVEMBER 20, 2014

Customer retention is paramount in keeping a SaaS company afloat, particularly as a company matures. While customer acquisition and lead conversion are integral parts of growing a SaaS business, with time, retention and renewals gain equal and eventually greater importance.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

ijgolding

AUGUST 12, 2018

A customer NEED is something that is very important (rather than just desirable) and that is a necessity or a basic requirement – an airline getting you to your chosen destination on time, for example. Your ability to give customers what they WANT will enable your organisation to differentiate itself.

Customer Journeys 185

Customer Journeys Customers Airlines Social Media 185

Qualtrics

SEPTEMBER 17, 2019

In 2013, Farmers Insurance set up a cross-functional leadership group – all of us vice presidents – and I was going to be the CX guy,” says Jim. “I Fast forward four years and Jim had transformed Farmers Insurance’s approach to CX and driven up customer retention as a result. I thought: ‘Man…CX? “I’d

Insurance 35

Insurance NPS Touchpoint Customer Centricity 35