InMoment XI

NOVEMBER 7, 2024

Did you know that 92% of customer relationship management (CRM) leaders say AI and automation have improved customer service response times? Setting up automated journeys, such as welcome emails and post-purchase follow-ups, helps increase engagement and build stronger customer relationships. Accessed 10/29/2024.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

eglobalis

JULY 31, 2024

By analyzing social media interactions, companies can gain valuable insights into customer opinions, preferences, and emerging trends, allowing them to adapt their strategies accordingly and foster stronger customer relationships.

Customer Experience 441

Customer Experience Social Media Analytics Chatbots 441

InMoment XI

NOVEMBER 22, 2024

Retention Rate Retention rate tracks the percentage of customers who renew their subscriptions to your product over a specific period. It highlights the effectiveness of your customer retention and satisfaction efforts. A user feedback tool simplifies the collection and analysis of customer opinions.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

ECXO

MARCH 6, 2025

Meeting these elevated expectations is not just about customer satisfactionit directly impacts the bottom line. Research shows that B2B companies with superior customer experience achieve higher revenue growth, better customer retention, and lower service costs than their peers.

B2B 339

B2B Customer Journeys How To Effort Score 339

InMoment XI

OCTOBER 23, 2024

Moreover, by handling repetitive analytical tasks, AI systems allow human agents to invest more of their time and energy into forging strong customer relationships by resolving more complex issues. AI-powered feedback analysis can also help your bank capture meaningful insights from customer data to improve CX strategy.

Banking 195

Banking Customer Experience Effort Score Financial 195

Gainsight

JANUARY 21, 2025

We surveyed companies across industries for the CS Index 2024 , and we noticed a few trends for EMEA that we think will dictate strategies in 2025 in the region. Today, companies need a comprehensive suite of tools that work together to support every stage of the customer journeyfrom onboarding to renewal and beyond.

Customer Retention 52

Customer Retention Customer Relationship Management Trends Customer Success 52

ShepHyken

JANUARY 12, 2025

Beyond the First Purchase: How AI Is Transforming Customer Retention Strategies by Erik Huberman (Grit Daily News) Diving deeper into the transformational role of AI in customer retention, were not just witnessing a shift. Were at the forefront of a revolution that redefines the very essence of customer relationships.

Customer Service 74

Customer Service Customer Retention Call Center Sales 74

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

InMoment XI

SEPTEMBER 17, 2024

As a matter of fact, 56% of customer service leaders said they plan to invest more into their customer journey, which would be a first-time investment for 45% of them. These investments highlight how crucial the customer journey is to a great customer experience and creating lifelong customer relationships.

Customer Journeys 195

Customer Journeys Net Promoter Score Self Service Touchpoint 195

Kayako

AUGUST 12, 2022

eMarketer estimates that by 2024 almost 20% of total retail sales will be via eCommerce, and that estimate does not include travel and event ticketing or restaurant food delivery. The challenge for brands is ensuring that customer relationship management doesn’t suffer as online spending becomes the norm.

Customer Service 296

Customer Service Ecommerce Effort Score e-support 296

Optimove

JANUARY 6, 2025

Higher Spend: Repeat customers spend 23% more per order than one-time buyers. Effective Strategies: Personalization, seamless post-purchase, loyalty programs, and omnichannel marketing drive customer retention. The difference is likely to be driven by product category (e.g.,

Fashion 59

Fashion Gamification Omni-Channel Loyalty Programs 59

SurveySparrow

FEBRUARY 22, 2024

Customer retention is one of the crucial aspects of business. Since it’s plain as sky that it’s harder to acquire a new customer than to retain one, most companies go retention. Now, the next hurdle is finding the apt tool or software to help with retention. And that’s probably why you are here, right?

Customer Retention 52

Customer Retention Software Gamification e-support 52

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. I agree with the title.

Customer Service 72

Customer Service Loyalty Programs Contact Center Financial 72

CSM Magazine

SEPTEMBER 4, 2024

This process may seem antiquated to some, but new innovations have been born out of these customer frustrations and have led to advanced and diverse customer service tools we’re familiar with today, such as online chat services, social media or interacting with chatbots. Customer retention is the no.1

Customer Retention 52

Customer Retention Chatbots Social Media Customers 52

Optimove

MARCH 26, 2024

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Optimove Connect 2024 served as more than just a conference; it was a place for inspiration, collaboration, and transformation in the realm of marketing. Optimove’s Rony Vexelman closes Connect 2024 with an invitation to Connect again in 2025.

Connections 64

Connections CRM Conference Touchpoint 64

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

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] ).

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 195

SurveySensum

OCTOBER 2, 2024

Customer Experience Management vs. Customer Relationship Management – What are the Key Differences? Good customer experience goes beyond a transaction — it’s about making your customers feel heard, valued, and understood. But as customer expectations evolve, so do the tools to manage them. billion by 2034.

Customer Relationship Management 52

Customer Relationship Management Customer Experience Management Customer relationships Customer Journeys 52

Optimove

DECEMBER 11, 2024

Key takeaways: Adopting best practices for communicating with new and current customers ensures they will do business with you throughout the year, not just during the holiday shopping season. 5) Engender loyalty Loyalty programs are an excellent way to nurture new customers.

e-support 52

e-support Loyalty Programs Social Media Loyalty 52

ChurnZero

MARCH 7, 2025

An active digital customer community is a competitive advantage for any B2B SaaS company. Well-managed communities are proven to increase customer retention, provide valuable product insights, expand brand awareness, and improve overall customer satisfaction.

How To 52

How To Roadmap Self Service Gamification 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

Horizon CX

FEBRUARY 7, 2024

In a hyper-competitive market where customer loyalty is paramount, alienating customers with overly automated CX strategies can have long-lasting consequences for brand reputation and customer retention. In situations that require empathy, judgment, or emotional intelligence, AI may fall short of human capabilities.

Self Service 130

Self Service Loyalty Customer Service Representative Omni-Channel 130

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

Retently

AUGUST 12, 2024

By integrating NPS into their feedback strategy, ecommerce businesses can gain a deeper understanding of their customer loyalty and satisfaction, leading to more informed decisions and improved customer relationships. Best NPS Software for Ecommerce & Retail Ecommerce and retail businesses thrive on customer feedback.

Ecommerce 79

Ecommerce NPS Retail Software 79

InMoment XI

SEPTEMBER 12, 2024

It’s important to keep track of how many customers leave and why they leave so that you can make the right adjustments for future customers and hopefully improve customer retention. That’s why businesses need to keep track of customer churn, which is the metric used to measure how well you are retaining customers.

Analysis 195

Analysis Social Media Customers Measurement 195

InMoment XI

DECEMBER 13, 2024

As a result, teams can make informed decisions on improving customer relationships and resolving issues. They monitor customer experience KPIs like Net Promoter Score (NPS), Customer Effort Score (CES), and resolution time. As a result, they gain actionable insights into boosting customer retention and loyalty.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

Gainsight

MARCH 31, 2025

Specifically for B2B SaaS companies, the average customer acquisition cost (CAC) is 76% higher for new customers than it is for expansion business. According to Benchmarkits 2024 B2B SaaS Performance Metrics Benchmark Report , the average new customer CAC for B2B SaaS companies is $1.76, while the average expansion CAC is only $1.00.

Customer Journeys 52

Customer Journeys Strategy Effort Score B2B 52

SurveySensum

FEBRUARY 2, 2024

Well, customers now have endless options at their fingertips which means it’s not just about shopping anymore, it’s all about the OVERALL EXPERIENCE. So, what are these customer engagement indicators that you need to measure in 2024? 5 Customer Engagement Metrics to Watch Out for in 2024 1.

Metrics 52

Metrics Customer Engagement Engagement Effort Score 52

SurveySensum

DECEMBER 4, 2024

It asks the customers how likely they are to recommend the company’s products or services to others, typically on a 5 or 11-pointer scale. And an NPS score can be from -100 to 100 and can provide insights into a bank’s overall customer experience. Show customers that their opinions matter and that their feedback leads to change.

Banking 52

Banking NPS Financial Net Promoter Score 52

SurveySensum

NOVEMBER 3, 2023

64% of business leaders say that customer service has a positive impact on their company’s growth, and 60% say it improves customer retention. – Zendesk This emphasizes the importance of delivering exceptional customer service to drive growth, increase revenue, and more.

Trends 52

Trends Self Service Customer Service Chatbots 52

NobelBiz

FEBRUARY 13, 2024

The call center industry has been changing faster than ever, due to technological breakthroughs and constantly evolving customer demands. In 2024, businesses have the crucial responsibility of understanding and adopting the latest technology trends in customer service.

Call Center 59

Call Center Self Service Software Contact Center 59

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. Please enter a valid Email ID.

NPS 52

NPS Retail Effort Score Loyalty Programs 52

SurveySensum

DECEMBER 30, 2024

Source: G2 , CustomerGauge Review, Sep 11, 2024 2. ClientSuccess ClientSuccess is a powerful customer retention and growth platform, making it a solid choice among CustomerGauge alternatives. The lack of a streamlined user management system can lead to inefficiencies, making it challenging to scale your operations smoothly.

Customer Success 52

Customer Success Customer Journeys Multi-Channel NPS 52

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). 3: Define who owns what to maintain role clarity and incentive alignment.

Customer Success 52

Customer Success Tips Case Study Sales 52

Optimove

DECEMBER 11, 2024

Key takeaways: Adopting best practices for communicating with new and current customers ensures they will do business with you throughout the year, not just during the holiday shopping season. 5) Engender loyalty Loyalty programs are an excellent way to nurture new customers.

Lifetime Customer 52

Lifetime Customer Loyalty Programs Social Media e-support 52

Optimove

JANUARY 16, 2024

OptiGenie : In November, we unveiled OptiGenie, a comprehensive AI-powered suite designed to empower brands in delivering highly personalized customer messages. This highlights our efficiency, customer retention, and enhancement of customer order value. It measured the value, benefits, and cost of using Optimove.

Net Promoter Score 52

Net Promoter Score CRM Analytics Telecommunications 52

SurveySensum

SEPTEMBER 11, 2023

How well is your SaaS product performing, especially in terms of SaaS customer retention ? Statista predicts that in 2023, the SaaS market is estimated to be worth approximately $197 billion and estimated to reach $232 billion by 2024. How to Measure the Performance of a SaaS Company?

Metrics 52

Metrics Effort Score Net Promoter Score Measurement 52