InMoment XI

JANUARY 12, 2023

Cross-selling and upselling have formed the bedrock of brand aspirations for their existing customer base for a long time now. Using these pillars allows companies to spell their programs out in financial terms, which is essential to quantifying their impact and gathering support.

Social Media 529

Social Media Tips Customers Customer Retention 529

InMoment XI

AUGUST 3, 2023

However, through the application of advanced technologies like Natural Language Processing (NLP), voice analytics, and predictive customer analytics , companies can now unlock the hidden potential of unstructured data, gaining deeper customer insights and improving decision-making processes.

Analytics 488

Analytics Customer Insights Data Social Media 488

Interactions

MARCH 23, 2023

Treating customer experience like a transaction is a common mistake companies make that can seriously affect customer loyalty and retention, revenue, and reputation. Another reason companies should not treat CX merely as a transaction is that customer loyalty is built on more than just the transaction.

Company 62

Company Customer Experience Touchpoint Customer Journeys 62

ShepHyken

SEPTEMBER 24, 2021

This week we feature an article by Noa Danon, co-founder and CEO of EverAfter, a company that helps build lasting relationships with customers and partners using data and content. She writes about how companies can keep their customers happy while looking for opportunities to sell more. Collaboration is easy.

Sales 155

Sales Company Customer Experience Customer Success 155

Gainsight

OCTOBER 5, 2022

And we’d like to take that idea one step further—during an economic downturn it is vital that customer success teams continue to proactively build relationships. With new sales stagnant or declining, SaaS companies have to be laser-focused on customer retention, advocacy, and expansion to buck the downtrend and maintain growth.

Customer relationships 59

Customer relationships Roadmap Customer Success eBook 59

Kayako

JULY 27, 2017

Some of the best metrics can help you to analyze the health of your team and their relationship with your customers. Using smart data can change other areas of your company. 5 Metrics that shape your SaaS customer support model. Customer satisfaction (CSAT). What is it? Who else will find it interesting?

Metrics 200

Metrics Company Net Promoter Score NPS 200

Gainsight

DECEMBER 21, 2023

Now, the verdict is in, and everyone agrees that proactive Customer Success Managers (CSMs) are best positioned to drive value and deliver a better customer experience. But when you’re an early-stage company, proactive management is difficult without the right resources and tooling. Customer relationships.

Customer Success 52

Customer Success Company How To Effort Score 52

InMoment XI

JANUARY 9, 2024

Organizations that strategically allocate their resources to strengthen their customer experience focus stand to gain an edge over the competition. Great customer experiences foster loyalty. Loyal customers are also more likely to recommend the business to others. What are Some B2B Customer Experience Examples?

B2B 551

B2B Self Service Customer Experience Customer Journeys 551

SurveySparrow

JULY 20, 2023

Customer Experience Insights are not a one-time thing; they evolve as your customers do. They’re dynamic, continually providing fresh information, illuminating the path to enhanced products, improved services, and a loyal customer base. How to Gather Customer Experience Insights?

Company 52

Company Customer Experience Social Media Analysis 52

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. She realized that having a relationship manager was the lynchpin to ensuring that the customers would gain more value from the product.

Company 149

Company Strategy Chief Customer Officer Financial 149

ProProfs Chat

OCTOBER 25, 2019

With so many options in the market, brands find it challenging to cultivate long term business relationships with their customers. With strong customer relationships in place, a business gets to: Increase customer base. Reduce new customer acquisition cost. Reduce customer retention cost.

Customer relationships 56

Customer relationships Loyalty Programs Loyalty Sports 56

Customer Bliss

MAY 16, 2018

“The experiences start from the beginning; the customer has to start feeling that empathy from the beginning when they are prospects,” says Francis Cordón , the first Chief Customer Officer at Rigor. Put Yourself in the Shoes of Your Customer. What did the first 1-2 months of Francis’s job look like?

Customer relationships 111

Customer relationships Banking Chief Customer Officer Leadership 111

ChurnZero

MARCH 31, 2020

7 Key Takeaways from ‘Fortifying Customer Relationships During COVID-19’ Webinar. During this time of economic instability, it’s critical that Customer Success teams protect and provide business continuity to their customers. How do you keep your internal company-wide messaging clear and consistent?

Customer relationships 72

Customer relationships Leadership Customer Success Communication 72

InMoment XI

MARCH 25, 2024

Organizations should take a closer look at predictive analytics examples to discover the myriad of ways that data and artificial intelligence (AI) can power more personalized customer experiences and enhance brand loyalty and customer retention. It’s an opportunity that your company can capitalize on today.

Analytics 260

Analytics Examples Customer Experience Effort Score 260

InMoment XI

JUNE 28, 2022

Financial services brands know that customers take their money seriously, so many of them leverage employee and customer experience programs to understand what their customers need, then create experiences that build trusting, positive customer/brand relationships. There’s More Where That Came From!

Financial 295

Financial Brands Customer Experience eBook 295

ClientSuccess

JUNE 15, 2021

If there is one lesson that SaaS organizations learned during the last year, the importance of a loyal customer base can not be overstated. During a year where many companies had to make complex strategic decisions, and new sales weren’t exactly flying in at a rapid pace, existing customer accounts helped keep the lights on.

Customer Success 52

Customer Success Company eBook Customer relationships 52

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.

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.

Company 71

Company Strategy Tips Customer Success 71

InMoment XI

NOVEMBER 15, 2022

A CSAT score is a commonly used customer experience (CX) metric that helps a company build a relationship of trust and understanding with its customers. A successful organization knows that a key element of success is a loyal foundation built within its customer base.

Net Promoter Score 260

Net Promoter Score Effort Score How To Customer Satisfaction 260

InMoment XI

MARCH 26, 2024

Reviews help build your online reputation, bring added credibility to your company, amplify your search presence, and provide the kind of social proof that’s essential to influencing purchase decisions. Reviews are also an important source of valuable feedback about your products, services, and overall customer experience.

Examples 260

Examples Brands Strategy How To 260

Lumoa

NOVEMBER 17, 2022

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. Providing exceptional customer service on an e-commerce platform is essential for maintaining a solid customer base.

e-support 208

e-support Customer Experience Social Media Chatbots 208

Kayako

AUGUST 12, 2022

The challenge for brands is ensuring that customer relationship management doesn’t suffer as online spending becomes the norm. Customers still want personalized service even if they aren’t coming into the store. Different personalized customer service statistics point to the same conclusion.

Customer Service 292

Customer Service Ecommerce Effort Score e-support 292

Magellan Solutions

NOVEMBER 8, 2018

This is especially true for the insurance industry that relies greatly on their customer base. To keep the business going, companies from this sector should do their best to attract many customers and retain the existing ones. Because of this, customer service for the insurance industry is really important.

Insurance 49

Insurance Customer relationships Industry Customer Service 49

TeamSupport

SEPTEMBER 28, 2018

One of the unique ways a SaaS company operates is that they exist in a constantly changing environment. But, with all these changes, problems can and will arise that require the attention of your customer team. Don’t have a customer success team built up and fully thriving in your business?

Customer Success 80

Customer Success Company Roadmap Communication 80

West Monroe

MARCH 8, 2022

Timelines have accelerated for private equity-backed software company assets to produce results. Owners and operators of software companies have less time than ever to deploy revenue growth strategies to realize their investment thesis and secure desired returns from their investors.

Software 52

Software Data Company Analytics 52

CSM Magazine

AUGUST 26, 2019

If you want your business to do better, give customers a reason to form a connection with your company. Create and maintain relationships with consumers that grow and thrive. You can use market research to improve customer experience and increase sales. . Understand your customer base and market .

Customer relationships 40

Customer relationships Sales Marketing Competitive Advantage 40

PeopleMetrics

FEBRUARY 26, 2018

It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS). If you are focused on customer retention, then you need to know the answer to?the

NPS 96

NPS Net Promoter Score Company Feedback 96

customer sure

NOVEMBER 4, 2014

They do things in a way that most other companies don’t afford the time to achieve. “Apple the company and we feel the same way about ourselves, we’d rather make fewer products and release them less frequently.” ” Close customer relationships – an even bigger achievement.

Customer relationships 97

Customer relationships Innovation Customers Consumers 97

Win the Customer

JUNE 1, 2016

However, as challenging as it may prove, maintaining an active and healthy brand depends on the ability to improve customer relationships and develop a loyal customer base. Today, most brands turn to social marketing, using social media to strengthen brand awareness and build those relationships with customers.

Customer relationships 52

Customer relationships Brands Loyalty Programs Social Media 52

Retently

MAY 21, 2024

In this post, we’ll look at the effects personal relationships can have on the accuracy, value and “bias” of your Net Promoter Score. Now, you might be thinking, “Okay, but why do companies care so much about this score?” Well, NPS is like a quick pulse check on customer satisfaction and loyalty. Sampling NPS bias What is it?

Net Promoter Score 146

Net Promoter Score NPS Culture Survey 146

Team Support

JUNE 28, 2019

Landing new customers is a hell of a lot of work for B2B (business-to-business) software companies. If there’s so much effort put in to acquiring a customer, then why do so many businesses stop caring once the deal is signed? and providing more attention as needed to their new customer base.

Software 68

Software Company Self Service Feedback 68

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? Companies focusing on CX see their revenue grow 1.7

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Optimove

MARCH 31, 2020

Since the outbreak of the novel coronavirus, we noticed a shift in the way leisure companies – travel and ticketing mostly – are approaching their customers. To overcome these challenges, many of our clients are focusing on nurturing existing customer bases. There are many ways to engage with your customers.

Travel 52

Travel Tourism Communication Company 52

Horizon CX

DECEMBER 1, 2023

Like a salesperson tailoring their pitch to address specific buyer needs, CX leaders must emphasize how a customer-focused approach directly contributes to achieving strategic milestones. Real-world examples from successful companies will be highlighted to underscore this point.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

Totango

JUNE 15, 2022

All companies are going through the exercise of evaluating their investments, deciding what to cut and what to keep, what strategies to use, and simply, how to weather the storm. We’ve been here before, however, and we know that during uncertain times, protecting your customer base is the most important thing you can do for your business.

Customer Success 102

Customer Success Customer relationships Exercises Communication 102

Totango

JULY 19, 2022

How Your Customer Success Platform Can Replace Your CRM. Recurring-revenue businesses succeed by nurturing customer relationships over the entire lifecycle. However, a traditional CRM focuses just on the transaction stage of the customer relationship rather than cultivating growth across the entire customer journey.

CRM 90

CRM Customer relationships Customer Success Exercises 90

Lumoa

JUNE 26, 2023

In fact, several companies, ranging from media to finance, are already investing in an omnichannel customer experience to boost their sales and revenue. But first, you need to understand what an omnichannel customer experience is. In This Article: What is omnichannel marketing customer experience?

Omni-Channel 208

Omni-Channel Customer Experience Net Promoter Score Effort Score 208