InMoment XI

JANUARY 2, 2023

Measuring customer experience (CX) requires a layered approach that can include in-depth user interviews and gathering data at key points of contact, as well as tracking metrics like Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES). Customers who are promoters score 9 or 10.

Net Promoter Score 295

Net Promoter Score NPS Metrics Effort Score 295

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

MARCH 3, 2022

Top five Customer Success resources brought to you by ChurnZero 1.) How to crush SaaS customer onboarding: a roundup of expert advice SaaS onboarding makes or breaks your customer retention. That’s what we set out to ask the Customer Success experts. These churn monsters take big bites out of your customer base.

Resources 52

Resources Customer Success Handbook eBook 52

Feedbackly

JUNE 1, 2023

Customers know they can enjoy superior service when they deal with your brand and won’t hesitate to come again. Also, when customers get emotionally connected to brands, they advocate and promote the products to people. Building such a loyal customer base can help your business expand.

eBook 52

eBook Touchpoint NPS Brands 52

Gainsight

MARCH 15, 2022

Customer Retention Rate (CRR). Retention is the cornerstone that anchors the modern SaaS world. companies losing an estimated $168 billion per year to customer churn, it’s clear why. By measuring customer retention rates (CRR) , you can determine how well your retention efforts are paying off.

Measurement 52

Measurement Management Customer Retention Metrics 52

Comm100

SEPTEMBER 28, 2016

Reichheld in the Harvard Business Review, the average company loses about half its customers in a fiver-year period. Can you imagine how much revenue you lose when 50% of your customers walk out the door? Understanding your churn rate is crucial to keeping customer retention high. Download Now.

Customer Retention 100

Customer Retention Customers Customer Satisfaction Metrics 100

ChurnZero

JANUARY 10, 2022

SaaS customer onboarding makes or breaks your customer retention. It has a long-lasting impact on your customer and deep ties to their likelihood to churn. For this reason, unlocking the optimal SaaS customer onboarding experience is invaluable. Define Key Onboarding Events, Correlate Them to Customers’ Success.

Metrics 98

Metrics Customer Success Training eBook 98

inQuba

APRIL 11, 2023

Successful brands use digital customer engagement to drive growth and increase resilience in a rapidly changing landscape, according to the same Twilio report. Engagement leaders in the space are reporting both customer retention and customer conversion as being higher than the previous year.

Customer Journeys 52

Customer Journeys Engagement Multi-Channel Infographics 52

Kustomer

JUNE 7, 2023

Like any playbook, it should contain a stock of methods and go-to tips firms use to provide great customer service and create their ideal CX. Building a loyal customer base doesn’t just happen overnight. As customer trends shift over time, so will the contents of a CX playbook.

Financial 98

Financial CRM Banking Effort Score 98

Waypoint Group

MAY 8, 2018

B2B companies are looking for smart ways to accelerate profitable growth through improvements in customer retention and expansion, and Customer Health Scoring (CHS) has been evangelized as the way to understand when and how to best engage with a customer account, while also highlighting the overall health of the customer base.

Effort Score 40

Effort Score B2B Customer Retention Examples 40

Retently

JUNE 28, 2022

Over time, the reviews and ratings of your enthusiastic customers can add up, rewarding you with stronger rankings, more traffic, more downloads, more sales, and as a result – more revenue. Meaningful loyalty programs not only drive customer retention by showing care towards existing customers.

NPS 148

NPS Net Promoter Score Feedback Case Study 148

BirdEye

APRIL 7, 2023

Customer retention rate As much acquisition is important, retention is cheaper and more substantial in the long term. It’s easier to retain customers than to acquire new ones. This value over the number of customers you had at the beginning of the period gives you the retention rate.

Marketing 52

Marketing Social Media Return on Investment Touchpoint 52

Totango

AUGUST 23, 2022

Consideration begins when a customer becomes interested enough in your product to consider becoming a buyer. It typically results in them visiting your website or downloading your freemium app. Improved experiences deliver better outcomes for customers and higher satisfaction. Conversion.

Customer Journeys 115

Customer Journeys Touchpoint B2B Social Media 115

CSM Practice

FEBRUARY 24, 2020

Tracking your Customer Lifetime Value helps you determine who your best customers are, how much you should spend to retain them, and how much you can afford to spend on acquiring new customers based on your average CLV. 6. Customer Retention Rate/Customer Churn Rate.

Financial 52

Financial Metrics Customer Success Customer Retention 52

Education Services Group

JULY 30, 2018

At the end of the day though, when your segmentation is on point, you won’t see customer loss and stagnated growth. So if you aren’t seeing the results you expect, it’s time to take a long hard look at how you’re segmenting your customer base. Download our white paper, Success Through Segmentation. Download now!

Comparison 53

Comparison Analysis Metrics Customer Success 53

Circular Edge

DECEMBER 13, 2022

Drive customer retention with strategies based on historical, multi-year analyses. Building relationships with customers and delivering consistent, personalized offerings drives retention and predictable recurring revenue. Customer retention strategies drive predictable, recurring revenue in a turbulent market.

Data 52

Data Competitive Advantage Multi-Channel Analytics 52

TeamSupport

APRIL 26, 2019

Tying personalization into the previous point, automating certain aspects of the customer experience won’t remove the human touch from customer service. Rather, it will provide service teams with an opportunity to foster more one-to-one connections with their customer base. Understand the customer. Key Takeaways.

Competitive Advantage 55

Competitive Advantage Customer Service Self Service How To 55

TeamSupport

APRIL 5, 2019

3) Focus on the most distressed customers first – Leading customer support software is now also able to gauge customer distress levels for your entire customer base. This is helpful because in situations where ticket volume is high it’s still important to also keep customer retention in mind.

Self Service 55

Self Service Tips Analysis Software 55

Education Services Group

AUGUST 27, 2018

Read about this study and others in our white paper, Neuroscience and Customer Success. Download now! The second step is to determine if you have the resources to invest in hiring the number of CSMs required to effectively manage your full customer base. Download our Neuroscience and Customer Success white paper.

Customer Success 51

Customer Success Customers Study Interaction 51

OpinionLab

AUGUST 29, 2017

This group will inevitably make up an increasingly greater proportion of your customer base as time moves on so this is an extremely important point. Learning 5: Customers are becoming less loyal in the digital age. When you look at customer retention across industries, the findings are quite striking.

Omni-Channel 166

Omni-Channel Consumers How To Touchpoint 166

ChurnZero

AUGUST 25, 2021

However, there are still some key things to keep in mind when you identify the passives in your customer base: They’re satisfied. If a customer is only satisfied with a product, that doesn’t mean they’ll necessarily recommend it to someone else. ChurnZero Resource. NPS Cheat Sheet.

NPS 98

NPS Net Promoter Score Customer Journeys Customer Satisfaction 98

ClientSuccess

APRIL 30, 2019

Customer Retention Rate/Customer Churn Rate. Customer Retention Rate (CRR): The percentage of customers retained over a given period of time. This is also referred to as “Logo Retention”. Customer Churn Rate: The percentage of customers that are lost (i.e. There you have it.

Financial 46

Financial Metrics Customer Success eBook 46

BirdEye

NOVEMBER 19, 2020

Surveys can help you collect in-depth feedback from a wide segment of your customer base. This feedback can help you gauge overall customer satisfaction and gather in-depth information about specific issues in customer experience. It can also help to bolster customer satisfaction and loyalty. Online Surveys.

Net Promoter Score 98

Net Promoter Score Marketing Social Media NPS 98

Confirmit

OCTOBER 30, 2018

" — Seth Hall , VP Customer Service. What Philadelphia Insurance learned was that its customer base needed a more effective and efficient billing system so that they (the agents) could more effectively manage and assist the policy holders. Customer retention now exceeds 90%. Bain & Company, Inc.,

Return on Investment 40

Return on Investment Insurance Net Promoter Score Policies 40

TeamSupport

SEPTEMBER 28, 2018

But, with all these changes, problems can and will arise that require the attention of your customer team. The job to communicate both the good and the bad about your SaaS product to your existing customer base often falls on the customer success team.

Customer Success 80

Customer Success Company Roadmap Communication 80

Gainsight

JUNE 11, 2021

The themes today centered around Human-First Customer Success and Transforming Customer Centricity. Read on for an even speedier download of today’s content. Human-First Customer Success. Major Takeaways: Sales and Customer Success relationships can be filled with friction.

Chief Customer Officer 91

Chief Customer Officer Customer Success Handbook Knowledge Base 91

Education Services Group

JUNE 29, 2019

In fact, Frederick Reichheld of Bain & Company (inventor of the Net Promoter Score) has shown through research that increasing customer retention rates by just five percent can boost profits anywhere from 25 to 95 percent. Is it the number of machines your customer has downloaded your product on?

Customer Success 40

Customer Success Connections Net Promoter Score Customer Retention 40

ClientSuccess

MARCH 20, 2019

Revenue Retention Rate (Gross & Net). Customer Retention Rate/Customer Churn Rate. Customer health metrics help SaaS companies identify customers and users that are getting impact from a solution and that are highly likely to renew or churn. Here are the top five customer success health metrics.

Metrics 61

Metrics Customer Success Measurement Net Promoter Score 61

Alliance by IFS

OCTOBER 17, 2019

This is why it’s important for brands to also segment their customer base to determine the likelihood of shoppers preferring customized products. They benefit from greater customer retention, enhanced agility to respond to customer demands, and consistent growth in annual revenue. Concluding Thoughts.

Omni-Channel 50

Omni-Channel Self Service ROI Customer Satisfaction 50

Ecrion

OCTOBER 24, 2019

Have you noticed that your customer retention rate has gone way down in the past few months? Have you received customer feedback that leads you to believe your clients don’t feel valued, known on an individual level, or that they can’t seem to get an effective solution to their problems with your company?

Omni-Channel 45

Omni-Channel System Communication Software 45

CSM Magazine

FEBRUARY 6, 2019

There’s still a perception among customers that filling out contact forms or sending an email means waiting days for a response. Considering that improving customer retention by 5% can increase profits by 95%, you could be exceeding your customer service targets by huge margins.

Customer Service 51

Customer Service Omni-Channel eBook Social Media 51

ChurnZero

AUGUST 25, 2021

However, there are still some key things to keep in mind when you identify the passives in your customer base: They’re satisfied. If a customer is only satisfied with a product, that doesn’t mean they’ll necessarily recommend it to someone else. ChurnZero Resource. NPS Cheat Sheet.

NPS 52

NPS Net Promoter Score Customer Journeys Customer Satisfaction 52

Qualtrics

JULY 22, 2021

A customer relationship is defined as the sum of all interactions and experiences that a customer has with a brand. Customer relationship measurement is simply translating customer relationships into metrics, such as Net Promoter Score (NPS) , customer retention cost, Customer Effort Scores (CES) , and more.

Measurement 26

Measurement Management Net Promoter Score Effort Score 26

ChurnZero

JANUARY 15, 2021

As Customer Success hadn’t yet shown to be indefensible at every company, You Mon had cautioned that the function would need to prove itself. Customer Success teams rose to the challenge of retaining customers during a global health and economic crisis. Bigger budgets for Customer Success. And that they did.

Customer Success 52

Customer Success Effort Score Self Service eBook 52

SurveyGizmo

SEPTEMBER 13, 2017

The ASK LISTEN RETAIN program is a revolutionary online tool aimed at gauging customer satisfaction, building customer loyalty and enabling customer retention that works in combination with either telephone based customer satisfaction surveys and/or online surveys.

Case Study 60

Case Study Study Customer Experience Survey 60

Education Services Group

MAY 27, 2022

Below is a snapshot of a very basic, semi-automated report built-in Excel that gives you an overall picture of your current customer coverage, with the ability to filter by specific geographic regions. Psssttt…you can download this template at the bottom of the page!). Download the Customer Success Account Coverage Model.

Customer Success 52

Customer Success Metrics Effort Score Customers 52

ChurnZero

OCTOBER 18, 2019

A Know-It-All customer is someone who behaves as if they know everything, and constantly presents their input as though they were professionally trained or have firsthand insight into subjects when it is evident that is not the case. Does that churn monster description ring any bells for you with your current customer base?

Training 40

Training Customers Tips Customer Success 40