Retently

MAY 2, 2023

The key to success for SaaS companies lies in prioritizing the positive experience of their clients through a customer-centric approach. While there are many ways to do that, measuring satisfaction levels and actively seeking relevant feedback is critical to improving customer journeys. What is NPS, CSAT, and CES?

Customer Journeys 146

Customer Journeys Survey Effort Score NPS 146

InMoment XI

MAY 4, 2023

In one segmentation use case, a major Retailer Co leveraged existing capabilities and assigned unique Guest IDs to consistently collect detailed data on customers. They were then able to provide specific coupons and product suggestions, even leveraging life events (i.e.

Strategy 295

Strategy Customer Experience How To Loyalty Programs 295

Gainsight

NOVEMBER 28, 2023

As a SaaS business scales, it simply isn’t possible for Customer Success Manager headcount to keep pace with business growth. And even if you had budget to hire every CSM in the world, the customer journey is increasingly digital and omnichannel. Thus, Customer Success 2.0 demands a digital transformation.

Customer Retention 52

Customer Retention Self Service Omni-Channel Customer Success 52

CSM Practice

AUGUST 7, 2020

CSM Practice conducts Customer Success Executives Roundtable every third Tuesday of the month where you can connect and exchange strategies and tactical advice with your peers. Last July 21, 2020, CSM Practice had an awesome 8th session of the CS Executives Roundtable with the topic about Customer Lifecycle Journey.

Customer Journeys 81

Customer Journeys Customer Success Guidelines Customers 81

SurveySensum

JANUARY 26, 2024

The responsiveness and effectiveness of the support team in resolving her issue became a pivotal moment in Claire’s customer journey. Claire’s story encapsulates the essence of a customer journey. What is a Customer Journey? So let’s deep dive into different stages of the customer journey.

Customer Journeys 52

Customer Journeys Social Media Touchpoint Tips 52

GetFeedback

MAY 9, 2019

Two customers can view the same experience in completely different ways due to many factors that influence their interpretation of events — their upbringing, cultural background, motivations, and much more. That’s why most companies struggle to meet the expectations of their customers.

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

InMoment XI

APRIL 18, 2023

Mary Anne Ghobrial is the director of Australia’s largest customer experience event— The Customer Show. Here’s an overview of their Q&A: What Is the Customer Show? All brands know that customer experience is important—delighting customers is the name of the game.

ROI 260

ROI Tips Healthcare Insurance 260

Education Services Group

APRIL 21, 2021

According to TSIA’s The State of Customer Success 2020 , operationalizing the customer journey is one of the six key elements of scaling CS. TSIA has identified three critical capabilities for operationalizing Customer Success. CS Journey Map. If you have a journey map, you do!

Customer Journeys 94

Customer Journeys System Customer Success NPS 94

SurveySensum

DECEMBER 22, 2022

And that’s why 82% of companies say that retaining a customer is less expensive than acquiring a new one. That’s why focusing on customer retention is important and a lucrative VOC program helps you achieve it. . Let’s deep dive into this and understand how you can use the VOC program to improve customer retention.

Customer Retention 52

Customer Retention Customer Success Loyalty Programs Social Media 52

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 151

Customer Retention Loyalty Strategy Loyalty Programs 151

CSM Practice

AUGUST 7, 2020

CSM Practice conducts Customer Success Executives Roundtable every third Tuesday of the month where you can connect and exchange strategies and tactical advice with your peers. Last July 21, 2020, CSM Practice had an awesome 8th session of the CS Executives Roundtable with the topic about Customer Lifecycle Journey.

Customer Journeys 52

Customer Journeys Customer Success Guidelines Customers 52

Totango

MAY 5, 2020

With recent events, COVID-19 has actually helped to lead the charge in digital transformation across a variety of industries, requiring companies to rethink their strategies and playbooks. Customer Retention Strategies in B2B for 2020 and Beyond. Digitization has created a wide variety of customer engagement options.

Customer Retention 62

Customer Retention B2B Strategy Multi-Channel 62

ClientSuccess

JANUARY 25, 2021

Your customers should be in the right ‘stage’ for a case study or else they may feel overwhelmed and put-upon. Increasing transparency into the customer journey for your marketing team so they aren’t constantly asking if a customer is ready for a case study can help streamline this process on both sides.

Customer Retention 81

Customer Retention Customer Success Marketing Case Study 81

Storyminers

JULY 29, 2016

We decided to ask experts one question: What is your most effective customer retention strategy for B2C brands? . VP of Customer Experience, Compellon. The most effective customer retention strategy is to focus, well, on retention. My number one customer retention strategy is talking to your customers.

B2C 124

B2C Customer Retention Strategy Brands 124

CustomerSuccessBox

APRIL 27, 2021

In a subscription economy, customer retention is a necessary focus for business as a SaaS customer only pays 5-15% of total potential Lifetime Value upfront, the rest will only come in as future revenue IF you’re able to retain that customer. Get Notified Real-time. Now there are no chances of missing out.

Customer Retention 52

Customer Retention Financial Customer Success Customers 52

Totango

SEPTEMBER 12, 2019

If you want to make your business customer-centered , you’re going to need customer data. Without it, you can’t keep track of your customers’ needs, business goals, and challenges. Plus, you can use it to improve standardized processes and better serve customers in the future. Onboarding.

Customer Journeys 70

Customer Journeys How To Customer relationships Data 70

Gainsight

DECEMBER 2, 2019

Bookmark this collection of resources all about customer retention and stop churn in its tracks. Customer retention is one of the biggest metrics in SaaS and a key component in any SaaS company’s strategy. Cultivating a high retention rate will set you up for long-term success. What is Customer Retention?

Customer Retention 52

Customer Retention Resources Strategy Chief Customer Officer 52

delighted

NOVEMBER 30, 2021

Touchpoints include the moment when a potential customer first hears of you through social media or brand advertising, their direct interactions with your product, website, or support team, as well as all of the actions your customer takes to complete an objective across a period of time. Improving touchpoint experiences with surveys.

Touchpoint 87

Touchpoint Customer Journeys Net Promoter Score Effort Score 87

Education Services Group

MAY 12, 2021

Madeline Evans, Digital Customer Success Manager. I must say, TSIA Interact Spring 2021 event was quite possibly one of the most engaging and insightful virtual events I’ve attended in the CS industry in my career thus far! Joshua Robitaille, Customer Success Program Manager. Customer Content: Video + No CTA = A-Ok.

Interaction 98

Interaction Customer Journeys Touchpoint Customer Success 98

Lumoa

JANUARY 19, 2023

Here’s your ultimate guide on how to build a customer experience department. Map Your Current Customer Journey 3. Map Your Current Customer Journey To gain a better understanding of how exactly your customers interact with your business, you will need to map out the current customer journey.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Totango

OCTOBER 22, 2019

To retain customers long-term , you’re going to need a clear strategy. Here are some ways to create a customer journey strategy that will help you foster lasting customer relationships. How to Make a Customer Success Strategy that Demonstrates the Value of Your Product. Onboarding. Prioritizing at-risk renewals. .

Customer Journeys 49

Customer Journeys Strategy Examples Tips 49

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

Totango

DECEMBER 16, 2020

One of the most exciting new trends in customer success is the emergence of out-of-the-box solutions that allow you to automate the implementation of optimized customer journey maps. This technology provides you with pre-designed templates for each stage of your customer journey, from lead acquisition to retention.

Trends 71

Trends Customer Journeys Customer Success Net Promoter Score 71

Method:CRM

SEPTEMBER 1, 2022

On the other hand, knowing how to enhance customer experience takes a proactive process. Your team needs to listen to feedback and research to understand what the customers want. Customer service consists of isolated, distinct events. Identifies and addresses issues throughout its customer journey.

Customer Journeys 52

Customer Journeys Customer Experience How To Self Service 52

Pointillist

MARCH 20, 2020

Over the past few years, CX leaders have adopted customer journey analytics to connect the dots between customer behavior and the KPIs by which businesses are measured. Leveraging these solutions enables you to aggregate, analyze and act on customer journey data to improve customer experiences and achieve business outcomes.

Customer Journeys 70

Customer Journeys Analytics Examples Self Service 70

Totango

NOVEMBER 8, 2023

Enterprise businesses can now use their critical product usage data from Pendo and Mixpanel in their Totango experience to design optimal customer journeys, improving product adoption and customer retention. What is Mixpanel?

Data 91

Data Analytics Customer Retention Software 91

Calabrio

MAY 10, 2019

I’m excited to share that Calabrio is sponsoring the Gartner Customer Experience & Technologies Summit 2019 on 22-23 May in London. Here are my recommendations for must-see sessions: The Basics of Customer Experience.

Technology 100

Technology Customer Journeys Customer Experience Self Service 100

BirdEye

JULY 5, 2023

This marketing strategy isn’t about short-term wins or sales transactions; instead, it focuses on long-term customer retention. Relationship marketing works as it helps you understand your audience better and allows you to stay in constant touch with your customers. Why does relationship marketing work?

Examples 98

Examples Strategy Marketing Social Media 98

SurveySparrow

NOVEMBER 28, 2019

are all the next-level experiences that these events deliver, aiding you to reinforce and bolster up your customer experience tactics. Needless to say, the knowledge and experience procured from these events help you climb a step closer to growth and success. Here are the much-awaited customer experience conferences of 2020.

Conference 96

Conference Customer Experience Customer Journeys Omni-Channel 96

ijgolding

DECEMBER 17, 2014

What happened to me and my fellow passengers on the afternoon of the 12th December 2014 serves as a brilliant example of how NOT to deal with an exceptional event – when something goes wrong. I would like to share the story with you. I was due to fly from Oslo to Gatwick on the last Norwwegian flight of the day – the 18:10.

Airlines 209

Airlines Company Customer Journeys Travel 209

Totango

JUNE 4, 2021

You can set up the Onboard New Customers SuccessBLOC to reach out to customers proactively offering tips or assistance. You can apply this strategy to automated messages throughout your customer journey. Use your customer journey map to plan events that trigger customized offers.

Customer Engagement 62

Customer Engagement Engagement Customer Journeys B2C 62

Totango

MAY 11, 2021

Stakeholder engagement and management is critical for customer retention. You can plan this in the context of a customer journey map , which lays out the steps in your customer’s lifecycle as they progress from acquisition and onboarding through adoption and renewal.

Engagement 84

Engagement Strategy Management Net Promoter Score 84

Talkdesk

AUGUST 28, 2017

Our Kickoff “Designing Your Intelligent Contact Center” event in Chicago was a huge success and a lot of fun! How to have Real Conversations between Customers and Agents. It’s important to use integrated tools like Zendesk to teach agents more about the customer journey. Our COO, Gadi Shamia, calls it like he sees it!

Contact Center 51

Contact Center Hotels Contact Center Software Customer Journeys 51

CSM Magazine

JULY 29, 2015

MaritzCX has announced CXMasters™, an intensive career development event for customer experience (CX) professionals who want to expand and validate their skills, increase customer loyalty, and earn professional recognition. The CXMasters event offers three certification track opportunities or six individual course options.

Training 40

Training Customer Journeys Course Customer Retention 40

Totango

SEPTEMBER 6, 2022

Laying a foundation for customer renewal and expansion. Building QBRs into your standard operating procedures can yield significant increases in customer retention and a reduction in churn. Certain events can hurt your customer satisfaction if you wait to address them in a QBR that might be weeks or maybe even months away.

Meeting 105

Meeting Comparison Guidelines Analysis 105

COPC

JUNE 2, 2016

The Customer Experience: Where Brand Promise and Operations Intersect. Recently I had the privilege of leading a discussion with executives from leading brands at the recent Customer Experience Exchange Retail event in Miami, FL. When that happens, your customers will take notice and their trust in your brand will grow.

Customer Journeys 40

Customer Journeys Brands Touchpoint Exercises 40

Totango

JUNE 15, 2022

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 retention is the lifeblood of recurring revenue enterprises, no matter what the external economic circumstances may be. Focus Your Resources on What Matters.

Customer Success 101

Customer Success Customer relationships Exercises Communication 101