InMoment XI

FEBRUARY 23, 2024

The main ethos is this: what if we could split our customers into distinct groups—based on specific factors—so we can learn how to market our products to the right people? The 4 Types of Market Segmentation with Examples There are four common types of strategies that businesses use to segment their customer base.

Marketing 260

Marketing Customer Experience Return on Investment Analysis 260

Hello Customer

JANUARY 16, 2020

January typically is a month to forecast trends, and we believe customer retention will be an important one. But we see increasingly more organisations move their focus from aggressive acquisition investments to retention management. Customer retention or acquisition? On top, new customers often get more benefits.

Customer Retention 92

Customer Retention Effort Score Fashion Study 92

ChurnZero

MARCH 3, 2022

That’s why its useful to look to others in the industry to provide advice and resources to guide you along the way. To help do just that, we have proudly built an expansive library of Customer Success Resources on our site. This list is ordered by popularity based on the number of engagements with each content piece.

Resources 52

Resources Customer Success Handbook eBook 52

Magellan Solutions

FEBRUARY 20, 2024

Maximizing the potential of live chat outsourcing companies relies on mastering digital-first customer service. Step into the competitive battlefield of customer support , where live chat and messaging have revolutionized real-time engagement. Outsource the complexity and own the customer experience. Did you know?

Company 52

Company Chatbots Customer Satisfaction Abandon Rate 52

SurveySensum

JULY 26, 2023

It’s like a game of “now you see them, now you don’t” with customers jumping ship to competitors in the blink of an eye if they don’t feel valued and satisfied. It is far more expensive to acquire new customers than to retain existing ones and brands understand that. But why is that a big issue?

Customer Retention 52

Customer Retention Retail Strategy Social Media 52

InMoment XI

JULY 12, 2023

With the number of businesses available to your customer base, including big competitive retail brands, you have to make your business stand out from the pack. In the modern digital world, it’s by creating a seamless customer experience strategy. How exactly do you do this?

Customer Experience 260

Customer Experience Strategy Self Service Customer Journeys 260

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. Listen to Your Voice of Customer Programs.

Customer Retention 63

Customer Retention How To Customer Success B2B 63

ProProfs Chat

JUNE 21, 2019

Do you have a customer retention strategy? Companies focus on customer acquisition strategies, since increasing your customer count is the lifeblood of your business. But, customer acquisition won’t help, if you are unable to retain customers. Understand Customer Retention.

Customer Retention 63

Customer Retention Strategy How To Case Study 63

Thematic

DECEMBER 5, 2018

Today, it’s more about offering customers something as personalized as possible, so that they feel truly special. So, let’s look at ways to reduce churn with customer retention analytics and why it’s important in the first place. What is customer retention? Why is customer retention important?

Customer Retention 96

Customer Retention Analytics Data Strategy 96

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

ShepHyken

MAY 13, 2024

Each week, I read many customer service and customer experience articles from various resources. 8 Keys to Making Customer Service a More Positive Experience by Martin Zwilling (Inc. Something has to change, and the author has given companies and brands some ideas to think about. What Is Churn Rate? Ease of use.

Customer Service 74

Customer Service Loyalty Programs Customer Retention Metrics 74

ChurnZero

MARCH 28, 2023

For a little while, customer retention is a manageable task with existing staff. When you have only a handful of customers, your sales team, product team, customer support team—and even executives—can join forces to keep them happy. As you grow your customer base, you must also dedicate resources to Customer Success.

Customer Engagement 52

Customer Engagement Engagement Company Strategy 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. As CCO, Rosalyn knew that she would be strategizing around an acquisition and retention plan.

Company 149

Company Strategy Chief Customer Officer Financial 149

InMoment XI

FEBRUARY 17, 2022

Even the federal government is in on it—an executive order in 1993 directed federal agencies to gather public feedback on how well they delivered services and to strive to offer a comparable level of customer experience with private companies. Orders similar to that one have continued into the present day. The Outer Loop.

Survey 260

Survey Effort Score Feedback Government 260

Comm100

NOVEMBER 15, 2022

There’s no doubt that telephone remains a stalwart customer service channel. Many consumers still prefer to call companies for support, particularly when the issue is complex or urgent. Grow customer base. Book a call today with Comm100 today to explore partnership options and we’ll sweeten the deal with a free gift box.

Omni-Channel 216

Omni-Channel Chatbots Social Media Software 216

InMoment XI

NOVEMBER 20, 2023

In particular, Artificial Intelligence (AI) has emerged as a powerful tool, revolutionizing the way companies understand and enhance the customer experience. As we delve into the realm of AI in Customer Experience (CX), we will explore how this technology is reshaping the customer-business relationship.

Customer Experience 324

Customer Experience Strategy Chatbots e-support 324

Experience Investigators by 360Connext

FEBRUARY 6, 2024

3 Metrics CX Teams Use to Measure Customer Feedback There are a lot of customer experience metrics teams can track, but we see three most commonly used: Net promoter score (NPS), customer satisfaction score (CSAT), and customer effort score (CES). Ask customers “How would you rate your overall satisfaction?”

Metrics 270

Metrics Effort Score Net Promoter Score Data 270

Bob Hayes

APRIL 29, 2018

Yet businesses are over 2x more likely to focus on acquisition efforts than they are retention efforts. In today’s post, I want to discuss why businesses need to increase their focus on customer retention efforts and why the are imperative to your customer acquisition efforts. Increase Revenue.

Customer Retention 64

Customer Retention Return on Investment Customers Case Study 64

Bob Hayes

APRIL 29, 2018

Yet businesses are over 2x more likely to focus on acquisition efforts than they are retention efforts. In today’s post, I want to discuss why businesses need to increase their focus on customer retention efforts and why the are imperative to your customer acquisition efforts. Increase Revenue.

Customer Retention 64

Customer Retention Return on Investment Customers Case Study 64

Lumoa

JUNE 14, 2023

Moreover, at least two-thirds of Fortune 1000 companies pore over their NPS results religiously, using the metric as a barometer of customer satisfaction and loyalty. Clearly, NPS occupies a special place in customer experience stardom, sitting atop the throne with its crown of glory firmly affixed.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Experience Investigators by 360Connext

APRIL 23, 2024

Prioritizing the right CX management not only helps in retaining customers by improving their experiences, but also enhances the overall brand image and increases profitability. Some organizations find that focusing on retaining customers in volatile times can provide more revenue than sales.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Optimove

SEPTEMBER 21, 2023

Optimove’s team of data scientists, analysts and developers have years of experience working with hundreds of online companies, analyzing their customer data and formulating winning retention plans. We decided that it is time to collect this knowledge in one place and share it with our clients.

Multi-Channel 98

Multi-Channel Analysis Software Resources 98

Magellan Solutions

OCTOBER 18, 2016

Most businesses spend the majority of their resources on getting new customers that they tend to ignore their most prized asset: their existing customer base or network. “It It is cheaper to retain than acquire a customer,” says 70% of respondents from Econsultancy/Responsys Cross-Channel Marketing Report 2013.

Customer Base 40

Customer Base Social Media ROI Customer Retention 40

Retently

MAY 9, 2024

Boosting your B2B customer retention rates is incredibly important for nurturing a sustainable business. It’s a thrill to land a new customer, no doubt. Many companies get caught in this cycle because they prioritize new customer acquisition so heavily that they overlook how many customers they’re losing along the way.

Customer Retention 78

Customer Retention B2B Customer Journeys Loyalty Programs 78

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

Totango

MAY 17, 2024

Economic pressures are compelling companies to rethink their strategies, with a heightened focus on both acquiring new business and nurturing existing customer relationships to drive revenue growth. As your team and customer base grow, AI-powered tools can help maintain personalization at scale while saving time and effort.

Innovation 96

Innovation Call Recording Conference Tools 96

ECXO

MAY 20, 2024

Just as you wouldn’t dream of embarking on such a monumental task without a detailed blueprint, a customer success team must never undertake their work without a crystal-clear comprehension of their customer base. So, let’s dive into the thrilling world of customer segmentation and explore its strategic importance!

e-support 59

e-support Self Service Groups Customer Retention 59

Bold360

DECEMBER 8, 2016

Seventy-three percent of the consumers, however, flipped the perception, looking at the programs as a great way for companies to show loyalty to customers. The study , reported in the Harvard Business Review, says a lot about how customer retention strategies can go awry when customer-centric principles get turned inside out.

Customer Retention 40

Customer Retention Strategy Social Media Loyalty Programs 40

SurveySensum

MARCH 21, 2024

An automotive company is looking to sell its SUVs to an audience that predominantly buys Sedan cars. If your customers are looking for Sedan cars and you are selling them SUVs then of course they won’t buy from you! But, Why are Customer Personas Important? Each segment will be represented by a separate customer persona.

How To 52

How To Social Media Competitive Advantage Retail 52

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

CSM Magazine

MAY 10, 2024

For customer service managers, tackling early life churn is not just about retaining a number, but nurturing a potentially lifelong relationship with each customer. Digging into why customers leave early and coming up with smart plans to keep them can really turn your customer retention numbers around.

How To 52

How To Social Media Analytics Touchpoint 52

CSM Practice

SEPTEMBER 15, 2019

However, customer success extends to driving long-term customer lifetime value through various processes and operations. Value Creation for Service Companies. In customer success , we could classify the goal of maximizing value into monetized and non-monetized value. Client Success Approach for Small Companies.

Customer Success 45

Customer Success Company Effort Score Customers 45

ChurnZero

JULY 8, 2022

Oh, by the way, what’s your customer retention?” It was the turn of the millennium, and I was raising a round for a B2B software company—one of four companies that I founded over the course of my 25-year career as a repeat entrepreneur. Without a proper health score, customer expansion can be fraught with risk.

Metrics 98

Metrics Customer Retention Course Customer Success 98

GetFeedback

DECEMBER 21, 2018

Learn about the top two customer surveys for predicting and increasing customer retention. Anytime a customer cuts ties, you experience the negative impact of customer churn. Here are 40 customer retention statistics that reinforce the growing need for customer experience management.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

ChurnZero

FEBRUARY 23, 2023

Long-standing wisdom in business says when the economy looks shaky, or worse turns south, savvy companies redouble their focus on existing customers. There are two primary reasons why: First, you need to retain customers to simply “keep the lights on” so to speak. The customer lifecycle is straightforward.

Management 52

Management Self Service Customer Retention Net Promoter Score 52

ChurnZero

FEBRUARY 23, 2023

Long-standing wisdom in business says when the economy looks shaky, or worse turns south, savvy companies redouble their focus on existing customers. There are two primary reasons why: First, you need to retain customers to simply “keep the lights on” so to speak. The customer lifecycle is straightforward.

Management 52

Management Self Service Customer Retention Net Promoter Score 52