Gainsight

FEBRUARY 7, 2024

That’s why here at Gainsight, we’re beyond thrilled to share our latest triumph: clinching the top spot in the Winter 2024 G2 Grid Report for Customer Success. Picture them as the holy grail of software and service reviews, blending user feedback, satisfaction ratings, and market presence into one comprehensive metric.

Report 52

Report Roadmap Innovation Software 52

SurveySensum

SEPTEMBER 21, 2023

This strategic move resulted in doubling their business, showcasing the power of leveraging customer retention to drive growth. Well, acquiring new customers can costs you five times more than keeping the ones you have. So, customer retention is indeed crucial. What is the Customer Retention Rate?

Customer Retention 52

Customer Retention Strategy Gamification Loyalty Programs 52

Gainsight

NOVEMBER 28, 2023

Robust Reporting. They developed robust impact reporting to showcase automation benefits across the organization. in customer retention cost savings for MoveWorks Learn More To learn more, check out the full study, Moveworks Leverages Gainsight to Efficiently Scale Customer Success and Manage the Company’s Growing Customer Base.

Customer Retention 52

Customer Retention Self Service Omni-Channel Customer Success 52

Totango

MAY 14, 2021

Customer retention is the keystone in any customer success strategy. There are many different types of customer retention metrics that one can track. Which customer retention metrics have the biggest impact on your business? Customer Retention Rate. Revenue Churn Rate.

Customer Retention 65

Customer Retention Metrics Effort Score Net Promoter Score 65

ChurnZero

AUGUST 11, 2020

Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? Customer retention, along with new customer acquisition, has been challenging for most companies when the pandemic hit. This is shocking. The second quarter of 2020 was chaotic.

Customer Retention 97

Customer Retention Strategy Knowledge Base Chief Customer Officer 97

SurveySensum

AUGUST 3, 2023

Imagine you run a B2B marketing software company that provides innovative marketing solutions to small businesses. But you’re not quite sure how it’s being received by your customers. This is where B2B SaaS feedback software comes to the rescue! What is B2B SaaS feedback software?

B2B 52

B2B Software Feedback NPS 52

NobelBiz

FEBRUARY 13, 2024

In 2024, businesses have the crucial responsibility of understanding and adopting the latest technology trends in customer service. The drastic changes of the past few decades have caused a complete shift to high-tech modern solutions, where software has become key in transforming day-to-day call center operations.

Call Center 59

Call Center Self Service Software Contact Center 59

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

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers. Incorporate customer feedback.

Customer Retention 86

Customer Retention Customer Journeys Customer Success Strategy 86

Alliance by IFS

MARCH 27, 2019

Watch our short video and take our 5-minute quiz to see what kind of ROI results your organization could achieve by implementing field service management software. Use our ROI calculator for software purchases and take a five-minute quiz to see the rewards your organization could reap by implementing FSM software.

ROI 81

ROI Software Management Call Center 81

Alliance by IFS

JANUARY 23, 2019

Watch our short video and take our 5-minute quiz to see what kind of ROI results your organization could achieve by implementing field service management software. With a proper FSM software, your company could be taking advantage of significant cost saving opportunities. Customer retention rate could increase by up to 15%.

ROI 85

ROI Software Video Call Center 85

Joe Rawlinson

MAY 31, 2017

Take a look at your most loyal customers. Forbes reports that most businesses find 20 percent of their most loyal customers actually make up 80 percent of their sales. Studies also back up the idea that retaining customers can positively impact your bottom line. But which customer retention strategies actually work?

Customer Retention 98

Customer Retention Omni-Channel Strategy CRM 98

CustomerSuccessBox

MARCH 2, 2022

The global customer success software market share will rise in 2022. The accelerating growth in the customer success industry is due to: Digitization, Increased volume of data, and Advanced analytics solutions. These help in reducing churn and monitoring of customer health scores, and of course the arrival of cloud deployment.

Software 52

Software Customer Success Marketing Transportation 52

Gainsight

DECEMBER 7, 2020

In fact, studies by Bain & Company, along with Earl Sasser of the Harvard Business School, have shown that even a 5% increase in customer retention can increase profits of between 25-95%. . So what metrics should you use to evaluate customer retention, and what are the tactics you can use to improve it? .

Customer Retention 52

Customer Retention Tools Metrics Software 52

SurveySensum

JULY 12, 2019

In fact, if you ignore the significance of great customer experience in your business operations then you might have to pay a price by losing your customers. Purchase Transactions (Point of Sales Software). Customer Service (Instant action on negative feedback). Highly important.

Customer Retention 68

Customer Retention Customer Experience Management Customer Experience Management 68

Kayako

MAY 16, 2018

Here are 7 ways that you can use phone calls and live chat to give your customers more immediate gratification and increase your company’s revenue. Calls and live chat increase customer retention and upsell opportunities. Improving customer retention by 5% can increase profits by 95%, according to Bain & Company.

Customer Retention 148

Customer Retention Sales Customers Social Media 148

Totango

JANUARY 15, 2019

While it’s no doubt a thrill to pursue and persuade a new customer to work with your enterprise, for software and subscription-based businesses, the real value lies in customer retention. But your customer retention strategies should be based on long-term thinking. Leveraging Customer Retention Strategies.

Customer Retention 75

Customer Retention Strategy Customer Centricity Social Media 75

ProProfs Chat

FEBRUARY 22, 2019

A Forrester report highlights increasing customer retention by 5% can increase profits by up to 95%. Loyal customers spend about 30% more with brands than new customers. An investment to increase retention by 5% is surely a worthy business investment. After all, customer retention doesn’t improve overnight.

Customer Retention 82

Customer Retention Engagement Strategy Rewards Programs 82

CSM Magazine

APRIL 16, 2021

CRM stands for Customer Relationship Management. CRM software provides users with access to a range of technologies that track and report metrics related to customer interactions, sales, productivity, and much more. How can the software help you to increase levels of engagement? Customer Retention.

CRM 52

CRM Software Social Media Customer Relationship Management 52

ChurnZero

OCTOBER 22, 2020

If you’re thinking of building a Customer Success platform in-house, there’s a few things you ought to know. But first, let’s address the elephant in the article by acknowledging that we’re a software company that is making a one-sided argument in favor of buying. This may seem self-serving, but we promise our intentions are pure.

Software 59

Software Customer Success CRM Customer Retention 59

SurveySparrow

JANUARY 22, 2020

What is a Customer Success Software? Essentially, a customer success software helps you deliver products/services that actually comply with client needs by managing and bringing their real-time data in one place, thereby ensuring customer satisfaction and retention. Predict Customer Behaviour.

Software 72

Software Customer Success Analytics CRM 72

Alliance by IFS

JANUARY 23, 2019

Watch our short video and take our 5-minute quiz to see what kind of ROI results your organization could achieve by implementing field service management software. With a proper FSM software, your company could be taking advantage of significant cost saving opportunities. Customer retention rate could increase by up to 15%.

ROI 50

ROI Software Video Call Center 50

InMoment XI

SEPTEMBER 1, 2022

There is something to be said about how vital it is to leverage market research to understand your non-buyers so you can convert them into customers. But focusing on how to improve customer retention is just as important, if not more. That is why your customer retention efforts are so important. You guessed it!

Customer Retention 260

Customer Retention How To Customer Journeys Telecommunications 260

Totango

DECEMBER 3, 2020

Looking back at the 2020 Customer Success Salary Report , this year has also had a particularly influential effect on the Customer Success (CS) Industry. As compared to 2019, companies are increasingly growing their Customer Success teams to maximize retention and drive growth from existing customers. .

Report 64

Report Customer Success Net Promoter Score Roadmap 64

ProProfs Chat

SEPTEMBER 27, 2019

For every $1 you invest in customer experience through help desk and similar platforms, you can reap a return on investment of $3. So it makes sense to leverage on a support desk software to grow your customer experience. After all, you cannot afford bad customer service. 1 For Effective Ticket Management.

Omni-Channel 70

Omni-Channel Software Customer Success Social Media 70

CustomerSuccessBox

DECEMBER 4, 2018

That means the customer needs to renew their contract more than once. Without a high customer retention rate, a SaaS company will shut down, no matter how great the other metrics are. You may believe that if the customer does not have any problem, the customer will renew the contract.

Customer Retention 40

Customer Retention Effort Score Case Study Customer Success 40

West Monroe

APRIL 27, 2022

As business becomes digital, companies are upgrading to modern cloud-based core software platforms and solutions at an accelerating pace—fueling the continuous move toward SaaS solutions where customer retention, lifetime value, and annual recurring revenue (ARR) take the place of traditional sales metrics as key measures of performance.

Software 52

Software e-support Multi-Channel Industry 52

West Monroe

APRIL 27, 2022

As business becomes digital, companies are upgrading to modern cloud-based core software platforms and solutions at an accelerating pace—fueling the continuous move toward SaaS solutions where customer retention, lifetime value, and annual recurring revenue (ARR) take the place of traditional sales metrics as key measures of performance.

Software 52

Software e-support Multi-Channel Industry 52

Lumoa

JANUARY 19, 2023

Customer Experience Manager / Director This leadership role is responsible for overseeing the CX team, setting up the key processes and goals, establishing relationships with the rest of the organization, reporting to executives and board. They also need to be able to make sense of them, build reports, and recommend actions.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Win the Customer

JANUARY 19, 2016

Seventy percent of companies agree that retaining customers is cheaper than acquiring new ones, an Econsultancy report on cross-channel marketing found. Forty-nine percent find that building existing customer relationships brings a bigger return on investment than acquiring new customers. Improve Your Customer Experience.

Customer Retention 52

Customer Retention Ecommerce Return on Investment Guidelines 52

Gainsight

OCTOBER 19, 2023

The Responsibilities of CS Hold Steady As in previous reports, CS continues to have the same primary responsibilities: customer retention, customer outcomes, product adoption, and expansion. Dig into the report to learn more. Download the Customer Success Index 2023 North America.

Customer Success 52

Customer Success Net Promoter Score NPS Customer Retention 52

Team Support

AUGUST 2, 2022

Businesses should not provide customer-centric practices and products to their customers with the expectation of reward, at least certainly not directly. The reward is more implicit but just as real – dedication to customer-centric service leads to higher customer retention and increased revenue.

Customer Centricity 97

Customer Centricity Customer Retention Course B2B 97

Team Support

AUGUST 2, 2022

Businesses should not provide customer-centric practices and products to their customers with the expectation of reward, at least certainly not directly. The reward is more implicit but just as real – dedication to customer-centric service leads to higher customer retention and increased revenue.

Customer Centricity 93

Customer Centricity Customer Retention Course B2B 93

Comm100

FEBRUARY 23, 2021

No matter what channel your customer connection with you on, your agents know all previous conversation history and can provide personalized and helpful support. Tips for unifying your customer service approach: – Use omnichannel customer service software. – Use reports. – Conduct check-ins.

Customer Service 130

Customer Service Self Service Social Media Knowledge Base 130

delighted

JULY 13, 2022

And likely, if something in your customer experience with the brand has gone awry in the past, e.g., your order didn’t ship when they said it would or the item that arrived did not look like the item you ordered, the brand was eager to make it right – and in turn, that earned your loyalty even more. Customer lifetime value.

Loyalty 84

Loyalty Measurement Customer Experience Net Promoter Score 84

Team Support

MARCH 3, 2021

Research is a crucial part of customer retention that can help reduce turnover dramatically. With the right online support software , businesses have access to valuable information about where customer relationships faltered and patterns that lead to attrition. Download the report.

Customer Success 98

Customer Success B2B Customer relationships Customer Retention 98

BirdEye

MAY 30, 2023

Microsoft’s State of Global Customer Service Report showed that 77% of customers view brands more favorably if they seek out and apply customer feedback. In this blog post, we’ll explore the best customer feedback tools you can use to quickly gather, manage, analyze, and action customer feedback.

Tools 98

Tools Feedback Net Promoter Score Social Media 98