Optimove

MAY 30, 2023

Our May 2023 survey of marketers shows that for the second year in a row, respondents continue to allocate more of their budget for acquisition marketing versus retention marketing, despite consumer spending uncertainty, and that new customer acquisition can cost  five times  more than retaining an existing one.

B2C 93

B2C Survey Multi-Channel Marketing 93

InMoment XI

DECEMBER 7, 2023

Organizations that consistently keep an eye on this customer experience KPI are also better at predicting if and when a customer is at risk of churning so that they can take the next step and close the loop with at-risk customers. 32 Customer Experience Statistics You Need to Know for 2024 ( [link] ). Access 12/1/2023.

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 195

InMoment XI

OCTOBER 4, 2024

Managing this experience through a customer-centric approach can help businesses strengthen their customer relationships for long-term success. What is Customer Experience Management? To grasp customer experience management, it’s essential to first understand customer experience itself.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

ShepHyken

MAY 1, 2023

Looking Ahead for Loyalty in 2023 by Meg Tronquet (Concentrix) Loyalty programs were the talk of the town in 2022. As the economy struggled to stabilize due to lingering supply chain shortages caused by the pandemic, coupled with the highest inflation in 40 years, retailers turned to loyalty to attract and retain customers.

Customer Service 14

Customer Service Customer Retention Loyalty Customer Service Training 14

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

Optimove

OCTOBER 5, 2023

Many were uncovered in our 2023 Marketer’s survey that are below.  Others originate from our 2023 Marketing Fatigue survey. This is followed with six solutions to consider keeping customers loyal and not scare them away. In contrast, only 13% have opted to invest over half of their budget in customer retention.

Marketing 119

Marketing B2C Survey Loyalty 119

ShepHyken

OCTOBER 29, 2023

My Comment: This excellent article by my friend and fellow CX expert, John DiJulius, can cross over from customer experience to customer relationships. The FORD idea is a great technique to connect and engage with your best customers and separate yourself from competitors. Is It Time for You to Try Messy Marketing?

Customer Service 71

Customer Service Loyalty Programs Ecommerce Loyalty 71

BirdEye

MARCH 24, 2023

We have mentioned a few key metrics and we’ll include those here along with additional key metrics to track: √ Sales growth √ Customer acquisition cost (CAC) √ Customer retention rate √ Conversion rate √ Pipeline growth √ Market share Tracking metrics is essential to making data-driven decisions to achieve growth objectives.

Return on Investment 98

Return on Investment Social Media Sales Metrics 98

ChurnZero

MARCH 14, 2025

These adages have been around for years now, so it really should come as no surprise that as customer success teams have shifted away from customer satisfaction and towards driving growth, more and more CS teams are rolling up to the CRO (chief revenue officer). 5: How do you capture the value that customer success brings to sales?

Customer Success 52

Customer Success Case Study Sales Customers 52

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. The next step is to take a long view when looking at customer relationships.

Analytics 195

Analytics Examples Customer Experience Effort Score 195

Blake Morgan

JULY 29, 2023

There’s a strong connection between investing in customer experience and increasing the bottom line. But what happens to CX budgets during economic uncertainty, inflation, and changing customer priorities? Among the top digital investments are customer relationship management (CRM) systems, AI, and customer analytics.

Customer Experience 52

Customer Experience How To Contact Center Customer Relationship Management 52

Optimove

JANUARY 16, 2024

In addition, we are honored by our partners, employees, and investors who have been instrumental in helping Optimove create the first Customer-Led Marketing Platform to uphold our promise: to unleash brands’ full potential so they can gain their customer’s loyalty for life.

Net Promoter Score 52

Net Promoter Score CRM Analytics Telecommunications 52

InMoment XI

JULY 1, 2024

Organizations should take a closer look at predictive analytics 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. The next step is to take a long view when looking at customer relationships.

Analytics 195

Analytics Data Effort Score Social Media 195

CSM Magazine

DECEMBER 15, 2022

If you can enable, empower, and engage your agents, you provide better interactions, which leads to higher customer retention. Now is a good time to pause and reflect on support center activity and trends by refining what we have learned and building on experiences to make agents, processes, and operations the best they can be in 2023.

Contact Center 52

Contact Center Self Service Social Media Loyalty 52

Education Services Group

JANUARY 4, 2023

It’s no secret that 2022 was a little bumpy for business, yet we saw many Customer Success leaders meeting industry challenges head-on. While it’s hard to predict what will happen in 2023, we all still try to plan ahead as much as possible. We put together five top-notch New Year’s resolutions for Customer Success in 2023.

Customer Success 52

Customer Success Leadership Metrics Customers 52

ShepHyken

AUGUST 14, 2023

Here’s Everything You Need To Know About Customer Retention by Aryan Jakhar (Inc42) Customer retention refers to a company’s ability to retain its existing consumers over time. My Comment: The title implies this is everything you need to know about customer retention. That’s a pretty bold statement.

Customer Service 12

Customer Service Self Service Customer Retention Ecommerce 12

Gainsight

JANUARY 4, 2023

Why Forrester’s Business Case for Customer Success Management Is Even More Relevant in the Current Market. In Economic Downturn, Adopt Durable Growth for Better Customer Experience. Built to Last: Nurturing Customer Relationships That Will Survive a Downturn. Best Practices for Customer Success.

Resources 52

Resources Customer Success eBook Healthcare 52

BirdEye

APRIL 7, 2023

Let’s look at some of the most critical marketing KPIs you must track in 2023. Cost per lead Cost per lead is an important marketing KPI to monitor in 2023. Customer retention rate As much acquisition is important, retention is cheaper and more substantial in the long term. So what should you look out for?

Marketing 52

Marketing Social Media Return on Investment Touchpoint 52

NobelBiz

JANUARY 28, 2025

Use tools like customer relationship management (CRM) systems and call center analytics platforms to collect performance data. Insurance For insurance call centers, customer retention is paramount. The Policy Renewal Rate measures loyalty by tracking how many customers renew their policies.

Contact Center 52

Contact Center Abandon Rate Self Service Average Handle Time 52

Gainsight

MAY 18, 2023

They don’t just think about success for a few customers, they set out to accomplish success for all customers. As a result, their companies reap the rewards of stronger adoption and customer retention. Congratulations, 2023 GameChangers! This year, we have three DCS Disruptors: Alteryx, Samsara, and SAP Concur.

Customer Success 52

Customer Success Software Customer Journeys Analytics 52

Method:CRM

JULY 29, 2022

To provide the best customer experience, you need the right tools behind you, like customer relationship management (CRM) software. But with all the options available, which one is the best CRM for customer service? Read on for the best CRM tools for customer service in 2023 and beyond! What is CRM software?

CRM 52

CRM Customer Service Self Service Knowledge Base 52

Gainsight

SEPTEMBER 25, 2023

The Gainsight platform aligns with this trend by offering robust digital engagement features that enable teams to interact with customers in a unified and personalized manner. This integrated approach not only strengthens customer relationships but also drives Customer Success by facilitating timely interventions and support.

Customer Success 52

Customer Success Marketing Management Analytics 52

BirdEye

AUGUST 22, 2023

Surveys are essential to understanding customer requirements, sentiment, and pain points and discovering new opportunities. This blog post explores product surveys and equips you with the top product survey questions to use in 2023. Better your Business with Customer Feedback Want to see the impact of Birdeye on your business?

Survey 52

Survey Net Promoter Score Customer Satisfaction User Experience 52

SurveySensum

SEPTEMBER 11, 2023

How well is your SaaS product performing, especially in terms of SaaS customer retention ? With that in mind, after working with different companies in this industry, we have compiled a list of 13 key SaaS KPIs and metrics of 2023 that you need to start tracking to measure your success. Let’s begin!

Metrics 52

Metrics Effort Score Net Promoter Score Measurement 52

BirdEye

APRIL 17, 2023

Another study indicates that 75% of organizations that sell directly to consumers will offer subscription services by 2023. It allows companies to leverage customer relationships to create a steady revenue stream. Some of the effective customer retention strategies to consider include: Offer omnichannel customer support.

Customer Retention 98

Customer Retention Consumers Tips Sales 98

Kustomer

NOVEMBER 15, 2021

Where online retail and services were once considered a nice or handy shopping alternative, 2020 saw e-commerce transform into an accelerated necessity for brand and customer survival. By the end of this year, e-commerce is anticipated to account for 18% of all retail sales worldwide with that number jumping to 22% by 2023.

Brands 59

Brands e-support Customer Experience CRM 59

ShepHyken

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research. It must become part of the company’s values.

Customer Service 73

Customer Service Loyalty Programs Contact Center Financial 73

ChurnZero

MARCH 14, 2025

These adages have been around for years now, so it really should come as no surprise that as customer success teams have shifted away from customer satisfaction and towards driving growth, more and more CS teams are rolling up to the CRO (chief revenue officer). So, what does that mean for CS leaders?

Customer Success 52

Customer Success Tips Case Study Sales 52

BirdEye

OCTOBER 12, 2023

Your response to negative customer feedback sways potential customers more than the review itself. Understanding the psychology behind negative customer reviews Negative feedback can be a blow to your customer retention efforts. And you should make every effort to get to the bottom of why customers are unhappy.

Feedback 59

Feedback Consumers Customers User Experience 59

BirdEye

JANUARY 16, 2024

Chaos would ensue, with dissatisfied customers and a disorganized staff. Customer relationship management (CRM) integration is about connecting your CRM software with other key systems in your organization, like your website, email platforms, or customer service tools. Table of contents What is CRM integration?

CRM 59

CRM Management Social Media Customer relationships 59

Strativity

APRIL 27, 2023

This can only be done by owning the customer relationship. To get there, restaurants need to embrace change as a constant and then optimize, roadmap, and even blow some things up in order to respond faster and exceed customer needs. Food delivery apps are emerging as the real winners. It’s time to take back your margin.

Strategy 52

Strategy e-support Roadmap Customer relationships 52

Strativity

APRIL 27, 2023

This can only be done by owning the customer relationship. To get there, restaurants need to embrace change as a constant and then optimize, roadmap, and even blow some things up in order to respond faster and exceed customer needs. Food delivery apps are emerging as the real winners. It’s time to take back your margin.

Roadmap 52

Roadmap Customer relationships Brands e-support 52

CSM Magazine

AUGUST 17, 2023

In 2023, the innovative strategy of unblocking anonymous traffic and turning unknown customers into qualified potential customers is functioning quite successfully. Having trouble identifying anonymous visitors to your site? Ready to grow your business and expand your services to potential clients?

CRM 52

CRM Analytics Advertising Metrics 52

SurveySensum

MAY 11, 2023

→ Businesses with high NPS scores tend to have higher customer retention rates and are more likely to experience growth than those with lower scores. By using rNPS to measure customer loyalty and build relationships, retail businesses can gain a better understanding of their customer’s needs and preferences.

NPS 52

NPS Retail Net Promoter Score Effort Score 52

Education Services Group

JULY 5, 2023

The role of CSMs in revenue generation Customer Success Managers are perfectly positioned to discover and develop these leads, but not everyone does it this way. It’s 2023 , yet many CS organizations still struggle for a seat at the revenue-generating table. Customer Success is that engine. Who owns renewals?

Customer Journeys 52

Customer Journeys Loyalty Touchpoint Customer Success 52

SurveySensum

NOVEMBER 1, 2023

Quick Overview of Top 9 SurveySparrow Alternatives in 2023 SurveySensum Jotform SurveyMonkey Typeform Qualtrics CoreXM Forsta Alchemer Survey Culture Amp Formstack Forms Conclusion Why Look For SurveySparrow Alternatives? Best Features The tool provides analytics tools that gather important customer satisfaction metrics and track progress.

Tools 52

Tools Survey Multi-Channel Analytics 52

SurveySparrow

FEBRUARY 27, 2024

The NPS feedback can provide insights into what your customers love and where you need to improve. A higher NPS score means excellent customer satisfaction and loyalty, meaning increased customer retention. A high loyalty score would mean that the customers trust your brand.

NPS 52

NPS Retail Effort Score Loyalty Programs 52