Joe Rawlinson

JULY 25, 2018

While customer acquisition may be at the top of your list, customer retention should be as well. Your company may produce the best or only product of its type on the market, but without good customer support, your business will have a hard time holding on to customers.

Social Media 84

Social Media Study Poor Customer Service Customers 84

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

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

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

SurveySensum

OCTOBER 27, 2020

In 2014, I started the first customer success consulting firm, CSM Practice. The company accelerates the profitable growth of both SaaS and on-premise software companies through the design and adoption of best in class customer success strategies, policies, and processes.

Customer Success 59

Customer Success Consulting Chief Customer Officer Customer Centricity 59

Education Services Group

FEBRUARY 3, 2021

online consumers say they prefer to use a company’s website to get answers to their questions, we know there’s a lot of value in building a reliable one-stop-shop that keeps your customers informed and supported. Back in 2014, TSIA published a report on Measuring the Success of Customer Communities. When 72% of U.S.

Customer Success 59

Customer Success Customer Engagement Engagement Self Service 59

LiveChat

JANUARY 3, 2019

In 2014, when Olga and I were hired as LiveChat content writers, LiveChat blog was gaining 100k unique views yearly. When your business grows, your customer base grows too. Maybe this post was written to advise SaaS customers in particular, but in my opinion every business owner should read it.

Case Study 59

Case Study Chatbots Study Tips 59

Ian Williams

MAY 13, 2016

A recent article by Adrian Swinscoe that asks whether we should fire, rate or educate customers reminded me of a personal view that I first ‘aired’ at the Satmetrix conference in London in 2014. Although at first this seems like a form of commercial suicide, there were a number of considerations supporting the policy. .

Comparison 40

Comparison Course Customers Conference 40

SurveySparrow

FEBRUARY 18, 2024

Known for its user-friendly interface and extensive features, it helps businesses of all sizes gather valuable feedback, conduct market research, and measure customer satisfaction. If you’re looking for something powerful to create an impact on your customer base, this might be the tool for you. 5 Capterra 4.8/5

Multi-Channel 52

Multi-Channel CRM Tourism e-support 52

SurveySensum

JULY 14, 2020

Jay Nathan – Founder of Customer Imperative and Gain Grow Retain. With over a decade of experience in customer success and customer service, Jay Nathan has developed customer retention and growth methodology for building, managing, and scaling tech companies serving businesses of all sizes. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Amity

OCTOBER 31, 2016

I’m the VP, Customer Success here at Uberflip. The first being product adoption, the second being customer retention, and the third being customer expansion. It might help to start with a bit of a history, give that, relative to other teams here at Uberflip, Customer Success is still very new.

Customer Success 0

Customer Success Customers Metrics Sales 0

Currency Alliance

FEBRUARY 10, 2020

Supermarkets can tailor the value given customers based on many factors – and most importantly get collaborating brands to subsidize the value delivered to customers. Increased share of wallet, customer engagement, better insight, and lower cost of customer retention should be your reward. This is nonsense.

Loyalty Programs 52

Loyalty Programs Loyalty How To Hotels 52

Retently

MAY 9, 2024

Boosting your B2B customer retention rates is incredibly important for nurturing a sustainable business. It’s a thrill to land a new customer, no doubt. Many companies get caught in this cycle because they prioritize new customer acquisition so heavily that they overlook how many customers they’re losing along the way.

Customer Retention 120

Customer Retention B2B Customer Journeys Loyalty Programs 120

PeopleMetrics

APRIL 28, 2015

Between 2001 and 2013, the number of large banks grew by 29% while small banks shrank by 24% (from 8,263 to 6,279) (Source: Mercatus Center at George Mason University (c) April 2014 The Financial Brand ). In 2006, the most common reason customers visited a branch was to deposit funds.

Banking 48

Banking Customer Experience How To Financial 48

Bold360

NOVEMBER 21, 2016

small adjustment that we made recently in our customer support team is that we will respond to tickets within a one-hour period. This change alone has resulted in a much higher customer retention rate than before. Global Gurus ranked him both in 2014 and 2015 as the #1 keynote speaker in the world on customer service.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40