Experience Investigators by 360Connext

MARCH 12, 2024

This conversation isn’t just a critique, it’s a roadmap to excellence in loyalty program implementation. We look at the tactical impact these programs have on customer retention and why showing authentic appreciation goes a long way in building lasting brand loyalty.

Loyalty Programs 143

Loyalty Programs Loyalty Roadmap Customer Retention 143

SurveySparrow

SEPTEMBER 4, 2020

We had recently hosted an Ask Me Anything event about creating product roadmaps which made us delve deeper into its importance. We found that you can utilize your roadmap to up your product strategy game, improve decision-making, and steer your business on the path to success! What is a product roadmap? Product roadmap process.

Roadmap 96

Roadmap Effort Score How To Metrics 96

Totango

JANUARY 26, 2021

Read on to learn what churn is, how an attrition analysis can help you pinpoint why you’re losing customers, and what steps you can take to prevent customer churn. What Is Churn Rate and How Does It Relate to Customer Retention? Prioritize Churn Prevention to Increase Retention and Revenue.

Customer Retention 89

Customer Retention e-support Analysis Customers 89

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

Totango

AUGUST 29, 2019

When you retain a customer, you’ve won a valuable patron who will be far likelier to want future sales or try new products. . So, don’t focus solely on hunting up one-time customers. Apply a few key customer retention optimization strategies to build deep, lasting customer relationships.

Customer Retention 87

Customer Retention Strategy Customer Journeys Customer Centricity 87

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

Horizon CX

APRIL 1, 2024

Organizations that were positioned in the higher half of the CX maturity scale were experiencing remarkable results – three times higher revenues and three times higher customer retention rates. This underscores the tangible impact that prioritizing CX can have on the bottom line.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

Wootric CX Blog

DECEMBER 16, 2020

Not only do returning customers require less introduction to your products and services, but they also tend to spend more than first-time customers, too. . One user engagement strategy you can use to boost your customer retention is to make use of the Net Promoter Score (NPS) system. Make sure it’s accurate.

Net Promoter Score 52

Net Promoter Score Customer Retention How To NPS 52

SurveySparrow

JANUARY 14, 2020

Because there are plenty of options for your customers and a small slip from your side can make them leave you. This is why you need to have a customer retention plan in place. The importance of customer retention cannot be explained in one or two sentences. What is customer retention? Saves money.

Customer Retention 52

Customer Retention Gamification Feedback Loyalty Programs 52

Thematic

APRIL 17, 2019

How to Use Insights To Drive Product Roadmap. Alyona: So what was your approach for taking insights from all these sources and using them to drive the product roadmap? As you start to build out your product roadmap, the team asks themselves: What are we hearing all of the time? Alyona: Awesome. Alyona: Super interesting.

Roadmap 54

Roadmap Customer Insights Company User Experience 54

Thematic

APRIL 17, 2019

Using Insights From Quantitative And Qualitative Data To Drive Product Roadmaps. Alyona: So what was your approach for taking insights from all these sources and using them to drive the product roadmap? As you start to build out your product roadmap, the team asks themselves: What are we hearing all of the time? Alyona: Awesome.

Roadmap 63

Roadmap Analysis Data Company 63

Gainsight

FEBRUARY 7, 2024

Whether it’s improving customer retention rates, driving revenue growth, or enhancing overall customer experience, Gainsight consistently exceeds expectations. Product Roadmap: Innovation at Its Finest We’re not ones to rest on our laurels. Learn more about Gainsight Customer Success today.

Report 52

Report Roadmap Innovation Software 52

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. Are you ready?

Customer Retention 40

Customer Retention Effort Score Case Study Customer Success 40

CustomerSuccessBox

JULY 8, 2020

Customer Retention is key. We had Jay Nathan , Founding & Managing Partner, Customer Imperative and Andrew Marks , Founder, President and COO, SuccessHacker speak to Puneet Kataria , Founder & CEO, CustomerSuccessBox about the role of customer success in driving SaaS businesses during a lockdown.

Customer Retention 52

Customer Retention Consulting Competitive Advantage Customer Success 52

ClientSuccess

JULY 13, 2022

If one were to take an informal poll of CSMs asking what their number one goal with customers is, a majority would probably answer something along the lines of “keep my customers happy.” After all, what do happy customers mean? Happy customers have a personal bond with their vendor organization and their CSMs.

Loyalty 78

Loyalty Roadmap eBook Customer Retention 78

Customer Bliss

AUGUST 28, 2020

We knew exactly we’re going to do we were delivering against this roadmap, which I talked about, and all of a sudden our world went off the pass. . Chelsie Rae Lee is the Chief Revenue and Customer Officer at Snacknation, a subscription-based snack company. We had our 2020 plans.

Customer Journeys 323

Customer Journeys Roadmap Leadership Customer Experience 323

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

Optimove

OCTOBER 12, 2023

In a digital landscape brimming with health and wellness apps and platforms, retaining customers has become a pressing concern for Kilo Health. The success of the company relies heavily on its customers’ commitment to healthier lifestyles. Our customer events often contain numerous data parameters.”

Customer Retention 52

Customer Retention Customer Centricity CRM Roadmap 52

delighted

APRIL 7, 2020

Find out more about how Patch uses Delighted to improve user flows, refine messaging, and make tough decisions about the product roadmap in this case study. Proactively improve your customer experience. Our expert Customer Concierge team can help you strategize adjustments to your customer experience program.

Customer Retention 52

Customer Retention Customer Experience How To Guidelines 52

SmartKarrot

OCTOBER 27, 2020

To stay intact with a plan and progress in a foolproof way, a customer success roadmap can help. There are many areas you need to look into while implementing customer success in your organization. To begin with, you need to be clear as to how you would help your customers achieve their goals. Customer acquisition.

Roadmap 10

Roadmap Customer Success Customer Journeys Chief Customer Officer 10

Optimove

MAY 30, 2023

The results revealed that 54% allocated more than half their marketing budget to new customer acquisition, versus 13% allocated more than half their budget to customer retention. The remaining 33% of respondents said they split the acquisition/retention budget equally.

B2C 52

B2C Survey Multi-Channel Marketing 52

ECXO

MARCH 21, 2023

This can be done by analysing your customer feedback with data, voice of customer, customer retention, and sales growth. Set objectives and goals: Identify key objectives and goals for your customer experience program. Map out the journey: Develop a roadmap for advancing employee experience maturity over time.

B2B 98

B2B Customer Experience Roadmap Culture 98

Experience Investigators by 360Connext

AUGUST 22, 2023

That’s why being intentional about customer experience means we have to look at behavior and actions, not just what customers tell us. At the company level, review metrics like customer retention or renewal rates, referral rates, and digital analytics like website conversions.

Customer Experience 143

Customer Experience Effort Score Course Feedback 143

Lumoa

AUGUST 23, 2021

New ways of interacting with customers A recent study from CMO found that 84% of companies were using social media for brand building and more than 54% have used it for customer retention. However, customers say that most companies fall short when it comes to meeting their expectations.

Customer Experience 236

Customer Experience Social Media Video Analytics 236

Gainsight

OCTOBER 5, 2022

And we’d like to take that idea one step further—during an economic downturn it is vital that customer success teams continue to proactively build relationships. With new sales stagnant or declining, SaaS companies have to be laser-focused on customer retention, advocacy, and expansion to buck the downtrend and maintain growth.

Customer relationships 59

Customer relationships Roadmap Customer Success eBook 59

NICE inContact

DECEMBER 17, 2018

Add to that our broad CRM and 3rd party integrations and you have the essentials for a highly personalized customer experience at scale. Our CXone roadmap will help you set the pace with your customer experience. Improving customer retention and lifetime value. Playing the CX long game.

Contact Center 120

Contact Center Omni-Channel Roadmap Analytics 120

Experience Investigators by 360Connext

OCTOBER 17, 2023

Identify Business Outcomes Before presenting the business case for CX efforts, it is important to identify the specific business outcomes that will be impacted by improved customer experience. These outcomes can include increased customer retention, higher customer lifetime value, and improved brand reputation.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.

B2B 107

B2B Customer Experience B2C Net Promoter Score 107

delighted

MARCH 24, 2020

Staffing requirements get evaluated, product roadmaps further prioritized, tools cut, and marketing spend trimmed. However, there is one area that absolutely should not be compromised: the customer experience. The urgency to listen, respond, and care for your customers intensifies.

Customer Retention 42

Customer Retention Customer Experience How To NPS 42

Think Customers

DECEMBER 13, 2021

Invest and act on great customer experience Understanding the importance of building an organizational CX competency is a crucial first step, but without an executable strategy, organizations will continue to lag industry leaders. Consider adding Voice of Customer (VoC) , analytics , interviews, and polls to your arsenal of feedback tools.

Customer Journeys 52

Customer Journeys Roadmap Metrics Strategy 52

Seaton CX

JANUARY 4, 2024

Developers must deliver on the product roadmap for the company to stay competitive. Professional services must complete projects to onboard customers and recognize revenue. ” The role of support, the authors conclude, isn’t to increase customer loyalty, but rather to mitigate disloyalty.

B2B 52

B2B Case Study Airlines Roadmap 52

GetFeedback

JUNE 3, 2019

When you give your customers the opportunity to fill out customer satisfaction questionnaires, you give them the opportunity to tell you what they want more or less of, and what they are actually interested in. Building something that has little interest from your customers is a waste of time and effort, for the most part.

Customer Satisfaction 170

Customer Satisfaction Survey Trends Effort Score 170

Wootric CX Blog

APRIL 7, 2020

Failure happens, but when handled well, something far more powerful can happen: Customer retention. making use of their “good ideas” – but only those that apply broadly to the customer base). Some say the mark of success isn’t that you never fail, but how you react when failure occurs.

Customer Success 72

Customer Success Roadmap Customer Retention Feedback 72

Totango

DECEMBER 28, 2021

Here we’ll look at four proven strategies for reducing customer churn. They encompass how you manage your customer success team as well as how you interact with customers and incorporate customer data into your renewal process and product roadmap. Invest in Your Customer Success Team.

Strategy 95

Strategy Net Promoter Score How To Roadmap 95

ChurnZero

SEPTEMBER 20, 2019

Every Customer Success Plan has a secret sauce that turns it from just a plan on paper to something a team can actually execute and deliver successfully. Or in some cases if it’s just more of timing and hard to get them, we actually would create a separate meeting that we could walk through the roadmaps with them.

Customer Success 66

Customer Success Roadmap How To Effort Score 66

CSM Magazine

NOVEMBER 28, 2022

To ensure that all aspects of the product launch are rock-solid, you’ll want to develop a clear roadmap for development and testing. This roadmap should identify the tasks that need to be completed, the timeline for completion, and any potential roadblocks you may encounter.

Software 52

Software Customer Service Marketing How To 52

delighted

APRIL 7, 2020

Find out more about how Patch uses Delighted to improve user flows, refine messaging, and make tough decisions about the product roadmap in this case study. Proactively improve your customer experience. All of these things have helped us build and grow a loyal audience.” John, President of Patch.

Customer Retention 43

Customer Retention Customer Experience How To Guidelines 43