Customer Retention Handbook ROI 
C3Centricity
APRIL 2, 2018
A more recent study by BCG and GRBN resulted in an Invest in Insights Handbook to help organisations report on the ROI of the insights function. They found that those who measure their ROI have found a seat at the decision table, increased budgets, and more control. Pricing, value perceptions and CLV (Customer Lifetime Value).
Thematic
FEBRUARY 24, 2025
In fact, customer-obsessed organizations report 51% better customer retention than those that are not. Those that fail to adapt risk falling behind, while those that embrace customer experience insights and AI-powered tools gain a competitive edge. How do businesses measure the ROI of customer experience improvements?
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Thematic
MARCH 30, 2025
For customer experience teams, KPIs like customer satisfaction score (CSAT) , net promoter score (NPS) , and customer effort score (CES) help quantify how well you’re meeting customer needs. Companies that use AI-driven customer insights don’t simply react faster—they stay ahead of the curve.
Thematic
MAY 7, 2025
Organizations that act on feedback—not just collect it—see better retention, higher CSAT, and more ROI. Download VoC Handbook Our free guide to shopping for a feedback analytics solution Cut through marketing noise and be sure you are asking the right questions in sales calls and demos. Let their voices lead.
Thematic
MARCH 18, 2025
Zendesk backs this with numbers, with trendsetters at the SMB level vs traditionalists realizing 22% higher customer retention rates, 31% higher customer acquisition rates, and 61% higher cross-sell revenue Early AI adopters are found to be 128% more likely to report high ROI from their AI tools in customer experience.
ProProfs Chat
SEPTEMBER 20, 2019
To make customer service worse, British Airways replied something straight out of things that you should never say on “Twitter handbook” . This reply from the airline operator raises the question – “why its customer service was available on Twitter only for limited hours, while the airline operated 24/7?”.
Thematic
OCTOBER 7, 2024
Understanding the true voice of your customers can be the difference between standing out or getting lost in the crowd. Research by the Aberdeen Group found that companies with a high-quality VoC strategy saw almost 10 times annual revenue growth due to higher customer retention.
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