Comm100

OCTOBER 8, 2016

Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. With stakes this high, it’s essential that you build a solid customer retention plan that can lead to long-term customer loyalty.

Customer Retention 154

Customer Retention Loyalty Strategy Loyalty Programs 154

Experience Investigators by 360Connext

NOVEMBER 20, 2014

While with traditional enterprise sales the customer is paying for a one-off purchase that may or may not go hand-in-hand with an annual service fee, SaaS companies are constantly having to cultivate the customer relationship if they are to stay in business. The Power of Association.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Customer churn is the opposite of retention. So why should you care?

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

eglobalis

JANUARY 20, 2025

Unlike B2C relationships, which often revolve around needs, impulse and emotional buying, B2B relationships are built on a foundation of trust, consistent delivery, and mutual value creation. In this context , loyalty becomes more than just a metric; it is an indicator of long-term partnership strength.

B2B 335

B2B Loyalty Loyalty Programs Innovation 335

eglobalis

OCTOBER 9, 2024

Will this new feature attract more business or improve customer retention? Will it enhance customer satisfaction and the overall experience? Challenges : Balancing internal resources with customer expectations is always a challenge. It’s important to set realistic timelines and communicate them clearly to customers.

Feedback 460

Feedback ROI Innovation B2B 460

Totango

OCTOBER 2, 2020

During difficult times, it is especially important to understand what is going on inside your customer’s mind, as well as what is going on inside their business. Empathy is a core tenant of relationship-building in the business world—people do business with people, not companies. Establishing Customer Status and Goals.

Customer Retention 118

Customer Retention Effort Score Customers Resources 118

eglobalis

JULY 31, 2024

These platforms use sophisticated algorithms to determine the optimal time to engage with customers, providing personalized content based on individual behavior and preferences. By automating these processes, businesses can maintain consistent and relevant communication, leading to higher conversion rates and improved customer satisfaction.

Customer Experience 341

Customer Experience Social Media Analytics Chatbots 341

Experience Investigators by 360Connext

APRIL 23, 2024

CEM involves strategic planning and execution that help an organization track, oversee, and organize interaction between a customer and the organization throughout the customer lifecycle. (Is Is this the same as Customer Relationship Management, or CRM? CEM is no different, but tracking metrics alone is not a strategy.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

InMoment XI

OCTOBER 29, 2024

Familiarity and nostalgia create a sense of connection that can strengthen customer relationships. Personalization : Experiences tailored to customer profiles encourage loyalty. This is because they make customers feel understood and appreciated. Meet customers where they are. Focus on effective communication.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

InMoment XI

OCTOBER 24, 2024

What is the Difference Between a Customer Engagement Platform and Customer Relationship Management (CRM)? Debating the differences between customer engagement platforms and CRM systems is natural. CRMs are typically used by teams managing the current relationships of clients or accounts.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

Kayako

JULY 22, 2022

The good news is that one direct way to improve customer perception is to provide high-quality customer service. The reason is that customer service impacts the satisfaction metrics that influence customer perception, too. Customer perception is directly tied to the bottom line. Net Promoter Score (NPS).

Net Promoter Score 280

Net Promoter Score Measurement Effort Score NPS 280

Totango

JULY 22, 2022

By utilizing this module, as well as our Engage Key Stakeholders SuccessBLOC , you will have the tools you need to effectively communicate with your customers, delivering the right messages at the right time. How the Engage Customers SuccessBLOC Works . How the Engage Customers SuccessBLOC Works . Overall NPS score.

Communication 107

Communication NPS Case Study Metrics 107

Experience Investigators by 360Connext

OCTOBER 17, 2023

And yet, leadership buy-in is a critical part of customer experience success. Here are some strategies to gain leadership buy-in for customer experience, the importance of measuring CX performance, and how to effectively communicate the business case for CX transformation.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Totango

MARCH 5, 2021

Customer retention is the lifeblood of any savvy enterprise. It’s the only way to be successful in this customer-centered economy and ensure scalable long-term revenue. To retain customers, companies must make the customer experience better and ensure customers never stop seeing value from their product or service.

Customer Retention 92

Customer Retention How To Net Promoter Score Effort Score 92

InMoment XI

OCTOBER 30, 2024

Here’s a quick breakdown of customer expectations by category: Health insurance customer experience : Customers expect easy access to healthcare networks. Clear communication and self-service tools are crucial to their satisfaction. They appreciate proactive communication on potential risks like weather hazards.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

CloudCherry

AUGUST 26, 2019

To solve this problem, CX leaders must link their measurements to cross-functional customer journeys and tie the resulting metrics to company and customer success. Specific CX metrics targets must then be shared with employees so that they may begin working toward them. Final Thoughts.

B2B 199

B2B Conference Metrics B2C 199

InMoment XI

DECEMBER 10, 2024

It improves your brand image : Happy customers are more likely to recommend your business, helping support brand reputation management efforts. What Is Customer Churn? Customer churn occurs when customers stop using your product or cancel their subscriptions. This connection encourages long-term relationships.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

InMoment XI

DECEMBER 13, 2024

The dashboard visualizes these metrics on a unified platform to provide insight into agent and call center performance. As a result, teams can make informed decisions on improving customer relationships and resolving issues. It monitors metrics like average talk time, call availability, and cost per call.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

InMoment XI

NOVEMBER 22, 2024

What User Feedback Metrics Are Essential for a SaaS Company to Track? Net Promoter Score Churn Rate Customer Lifetime Value Retention Rate Customer Satisfaction Score Free-to-Paid Conversion Rate Customer Effort Score Activation Rate Lead Conversion Rate Customer feedback metrics provide data-driven insight into user activity and engagement.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

Totango

APRIL 9, 2019

Customer retention is the lifeblood of any savvy enterprise. It’s the only way to be successful in this customer-centered economy and ensure scalable long-term revenue. To retain customers, companies must make the customer experience better and ensure customers never stop seeing value from their product or service.

Customer Retention 76

Customer Retention How To Effort Score Case Study 76

Happy or Not

OCTOBER 11, 2021

Last week’s October 5th was the annual international Customer Experience Day. 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.

Customer Retention 69

Customer Retention Tips Social Media Customers 69

InMoment XI

JULY 12, 2023

Mapping the customer journey enables companies to proactively address customer needs and provide solutions at every step, meaning that you are being intentional with all of your resources and data. Implementing Effective Communication Channels When people connect with your brand, how do they contact you?

Customer Experience 195

Customer Experience Strategy Self Service Customer Journeys 195

Totango

JANUARY 15, 2019

While it’s no doubt a thrill to pursue and persuade a new customer to work with your enterprise, for software and subscription-based businesses, the real value lies in customer retention. But your customer retention strategies should be based on long-term thinking. 4 Thank Your Customers.

Customer Retention 75

Customer Retention Strategy Customer Centricity Social Media 75

InMoment XI

NOVEMBER 7, 2024

Did you know that 92% of customer relationship management (CRM) leaders say AI and automation have improved customer service response times? Improved Personalization While some may believe that automating certain touchpoints creates a similar, stale experience for every customer, the opposite is true.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

ProProfs Chat

APRIL 17, 2020

And if you successfully increase customer retention rates by 5%, then you can boost profits by 25% to 95%. That’s one of the reasons why y ou formulate strategies to retain your customers. But without numbers or metric data in hand, coming up with any new strategy would only consume your valuable time. So, buckle up.

Metrics 95

Metrics Measurement Customer Success Net Promoter Score 95

InMoment XI

OCTOBER 23, 2024

Proactively communicate with customers. Keep customers in the loop with personalized messages about account activity, new products, or special offers. Regular communication helps build trust and keeps customers engaged with your services. Encourage long-term relationships with rewards and initiatives.

Banking 195

Banking Customer Experience Effort Score Financial 195

Experience Investigators by 360Connext

JANUARY 7, 2025

Your CX strategy should reflect where your organization currently stands with its customer experience and define a clear vision for where you can go next. A well-defined CX strategy can help you drive tangible business outcomes: Greater customer retention, a stronger brand reputation, and faster revenue generation.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

Retently

MAY 31, 2024

Here are some key traits and qualifications to look for: Strong Communication Skills : Look for candidates who can clearly articulate ideas, listen actively and empathize with customers. Excellent written and verbal communication skills are a must. This ensures everyone is on the same page and working towards common objectives.

Customer Success 141

Customer Success Management Net Promoter Score Feedback 141

Kayako

AUGUST 19, 2022

In terms of customer relationship management, when agents take note of the details about a customer’s situation relative to the call, they are gathering contextual data about the subject. Look for pending communications from the customer. Customers may be more comfortable in one communication context than another.

Customer Experience 156

Customer Experience Customer Service Effort Score Self Service 156

Lumoa

AUGUST 23, 2021

New ways of interacting with customers A recent study from CMO found that 84% of companies were using social media for brand building and more than 54% have used it for customer retention. Embrace the rise of messaging apps One way might be to incorporate texting into your communication channels.

Customer Experience 221

Customer Experience Social Media Video Customers 221

Totango

OCTOBER 8, 2020

Customer retention is the continuation of a valued service. In B2B terms, it is still possible to maintain your customer relationship and even improve customer retention during uncertainty, but you will need to focus on five key steps: Understand Your Customer. Learn from Customers.

Customer Retention 63

Customer Retention How To Customer Success B2B 63

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). But the damage doesn’t stop there.

NPS 195

NPS Effort Score Customer Centricity Loyalty 195

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

InMoment XI

SEPTEMBER 12, 2024

It’s important to keep track of how many customers leave and why they leave so that you can make the right adjustments for future customers and hopefully improve customer retention. That’s why businesses need to keep track of customer churn, which is the metric used to measure how well you are retaining customers.

Analysis 195

Analysis Social Media Customers Measurement 195

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. Whatever KPIs you use, the metrics need to allow you to measure, track and evaluate the success of your CRM strategy.

Sales 120

Sales Tips CRM System 120

Comm100

MAY 4, 2023

Let’s find out how live chat helps banks achieve this human, personalized communication, while delivering the convenience of digital banking they now expect. Real time communication Live chat lets banks communicate with customers in real-time, providing immediate assistance and support.

Banking 130

Banking Customer Experience Multi-Channel Video 130

Totango

JUNE 26, 2020

COVID-19’s effect on customer churn may have already begun, but there is still plenty you can do to increase customer engagement and retain the customers you have worked hard to win. Lean on Customer Data Segment Your Customers Be Proactive Communicators Be Flexible Revisit Goals and Success Points.

Customer Retention 98

Customer Retention Telecommunications Communication Customer Success 98