CX University

MARCH 18, 2024

From personalized product recommendations and tailored marketing messages to customized pricing and individualized customer service interactions, hyper-personalization enables businesses to deliver seamless and engaging experiences across all touchpoints. Customer Retention. Customer Engagement.

Customer Experience 52

Customer Experience Retail Customer Retention Loyalty 52

SmartKarrot

AUGUST 17, 2022

If hiring trends at SaaS companies are anything to go by, vacancies for Customer Success Manager (CSM) and Customer Engagement Manager (CEM) are in demand. This write-up clears all doubts around the Customer Success Manager (CSM) and Customer Engagement Manager (CEM). Defining Customer Success Manager.

CEM 10

CEM Customer Engagement Customer Success Management 10

SurveySensum

JULY 21, 2023

Allocating resources to attract new customers is indeed expensive compared to nurturing and retaining your current customer base. That’s why here in this blog we will talk about the top 11 B2B customer retention strategies. These are critical touchpoints where you can launch surveys.

Customer Retention 52

Customer Retention B2B Strategy Net Promoter Score 52

Currency Alliance

OCTOBER 12, 2021

Just like the most frequent customers, engaging the mid-long-tail in your loyalty program will depend on finding complementary brand partners. However, the vast majority of these customers are a more varied subset of your audience, with more varied interests. Untapped insight in your customer base.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

SurveySparrow

FEBRUARY 22, 2024

Customer Relationship Management (CRM) CRM is yet another crucial customer retention management software to consider. It not only manages customer information but also supports and enhances the customer journey at each touchpoint. Build Customer Personas : Use collected data to define your ideal customer profile.

Customer Retention 52

Customer Retention Software Gamification e-support 52

Hero Digital

APRIL 15, 2020

So, talk to your internal stakeholders (client services and sales teams) to get buy-in and identify specific opportunities for your marketing team to help create high-value touchpoints with key clients. Segment and prioritize your customers. Which subset of customers will make the biggest impact?

Touchpoint 52

Touchpoint Social Media Customers Communication 52

SmartMessage Blog

JULY 13, 2023

Every brand dreams of loyal customers. Building customer loyalty is essential for growth. Companies build strategies and heavily invest to maintain a solid customer base in today’s fiercely competitive business world. According to expressanalytics, customer retention costs up to 6 times less than acquisition.

Loyalty 40

Loyalty Management Loyalty Programs Competitive Advantage 40

Totango

JUNE 9, 2020

While there are obvious economic forces working that may alter the usual cash flow between B2B companies, the relationship will hold up if an exchange of value can be maintained. For the SaaS enterprise, that means adapting traditional customer renewal best practices to suit the current conditions.

Strategy 62

Strategy Financial Effort Score Software 62

ProProfs Chat

JUNE 21, 2019

Building customer loyalty implies you can sell multiple products and services to the same customer over a period of time. eMarketer states In a November 2018 – Retail TouchPoints survey, retailers’ spending on acquisition and retention weren’t radically different on the surface. Educate With Content Marketing.

Customer Retention 63

Customer Retention Strategy How To Case Study 63

Lithium

AUGUST 8, 2018

The Lithy Awards mark one of our favorite times of the year: a chance for your brand to celebrate, get recognized and honored for your successes and achievements in digital customer engagement. Recognizes a brand that creates consistent, frictionless customer experiences across digital touchpoints.

B2C 40

B2C Social Media B2B Brands 40

Lithium

AUGUST 8, 2018

The Lithy Awards mark one of our favorite times of the year: a chance for your brand to celebrate, get recognized and honored for your successes and achievements in digital customer engagement. Recognizes a brand that creates consistent, frictionless customer experiences across digital touchpoints.

B2C 40

B2C Social Media B2B Brands 40

Lithium

AUGUST 8, 2018

The Lithy Awards mark one of our favorite times of the year: a chance for your brand to celebrate, get recognized and honored for your successes and achievements in digital customer engagement. Recognizes a brand that creates consistent, frictionless customer experiences across digital touchpoints.

B2C 40

B2C Social Media B2B Brands 40

SurveySparrow

MARCH 21, 2023

This is especially true of the B2B customer experience. B2B customers don’t just want you to meet their expectations; they want you to exceed them – every single time. You can only “sweeten the deal” for your customers by offering a superior B2B experience. Why is customer experience in B2B important?

B2B 52

B2B Customer Journeys Customer Experience B2C 52

ChurnZero

AUGUST 21, 2020

Abby Hammer , Chief Customer Officer, ChurnZero. “I I predict that in the next year Customer Success and Product will escalate their battle over customer engagement within their application. Customer Success believes their ownership is the key to impacting adoption by reaching customers in the ideal medium.

Customer Success 84

Customer Success Chief Customer Officer Trends Sales 84

Gainsight

AUGUST 22, 2019

B2B might work differently than B2C. However, across the board I see three elements of sustainable success : Engagement, Growth, and Advocacy. YES, Customer Success teams need to align with Marketing in a way that streamlines individual users and customer base loyalty, growth, and advocacy.

Customer Success 20

Customer Success Marketing Touchpoint B2C 20

SmartKarrot

APRIL 18, 2023

.”- Robert Half Scaling a customer success team is essential for Saas and technology companies to be able to successfully derive value to customers through their product and service offerings. How will having a customer success team improve your company’s short or long-term goals?

Customer Success 10

Customer Success Net Promoter Score Touchpoint Effort Score 10

SmartKarrot

APRIL 25, 2022

For a B2B SaaS company, a customer may churn anytime, but the premonition and signs would have been there from some time before. This prediction and positioning can happen correctly with the customer health score metric in place. A customer health score predicts whether the customer will stay with the company or churn.

Customer Success 10

Customer Success Management Touchpoint Metrics 10

SmartKarrot

JULY 17, 2023

In this write-up, let us explore the struggles of a business using Salesforce or other similar CRM tools for managing their customer success because for any serious business CRM alone is not enough! This enables the business to know and understand its customers at a deeper level.

CRM 10

CRM Customer Success Customer Relationship Management Social Media 10

SmartKarrot

OCTOBER 27, 2020

Customer Onboarding Customer Experience Upsell and Cross-Sell The Right Metrics Customer Segmentation Product Success Customer Engagement Early Warning System 360 View of the Customer Customer Health Score. Customer Onboarding . Customer Engagement . Customer Health Score .

Software 10

Software Customer Success Metrics Guidelines 10

Currency Alliance

JUNE 16, 2020

As more holistic marketing initiatives, loyalty mechanics were harnessed to drive and measure engagement across channels, and across many more customer touchpoints. The incredible degrees of customer engagement that have been achieved, should inspire and guide the efforts of loyalty marketers in the coming year.

Loyalty 52

Loyalty Innovation Travel Loyalty Programs 52

SmartKarrot

MARCH 31, 2022

The team needs to be as customer-focused as possible and have high-level coordination to resolve issues. The sales team brings in customers based on marketing leads, referrals, and advertisements. They handle the prospect journey before they become a customer. It is important to ensure they engage with the company.

Customer Success 10

Customer Success How To Social Media NPS 10

Currency Alliance

DECEMBER 4, 2023

Many of the trends from last year … the rise of chief digital officer and other professional technology buyers loyalty personalization digital CX innovation the rise of loyalty fraud B2B and SME loyalty programs less excitement about crypto … are all still highly relevant; it’s simply that the emphasis has shifted.

Loyalty 59

Loyalty Trends Data Marketing 59

PeopleMetrics

MAY 12, 2022

Let's start by reviewing the basics of customer journey mapping and why it's such a valuable practice for your business. What's a customer journey map? A customer journey map is a visual or multimedia representation of all the touchpoints that a customer has with your business over the course of your relationship.

Customer Journeys 62

Customer Journeys Course Hotels Touchpoint 62

BirdEye

APRIL 24, 2023

In this blog post, we’ll share everything you need to know about digital marketing, so buckle up and get ready for an exciting journey through the cutting-edge world of customer engagement. Target audience: B2B targets other businesses, focusing on decision-makers and influencers. Why is digital marketing important?

Marketing 93

Marketing Social Media B2C Advertising 93

Currency Alliance

JUNE 11, 2019

Your payment card may register at dozens of online and offline touchpoints every day. The level of insight that this purchase data can shed on individual customers is unparalleled in any other sector – if the bank figures out how to tap the detail in those shopping baskets. More money, fewer monies.

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

Currency Alliance

NOVEMBER 16, 2021

If customer engagement falls off, it becomes exponentially more challenging to influence behaviors among the majority of customers. Few professionals think deeply about the characteristics of a reward catalog, and why they are important in driving customer engagement. Burn touchpoints in a redemption ecosystem.

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 52

Currency Alliance

NOVEMBER 16, 2021

If customer engagement falls off, it becomes exponentially more challenging to influence behaviors among the majority of customers. Few professionals think deeply about the characteristics of a redemptions catalog and why they are important in driving customer engagement. Burn touchpoints in a redemption ecosystem.

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 52

SmartKarrot

NOVEMBER 2, 2022

It is an activity that starts with the first contact with prospective customers and continues even after the sales have been made successfully. The practice aims at maximizing retention, cross-selling, and upselling within the customer base. Every business needs to maintain consistent interaction with its existing customers.

Management 10

Management Sales Multi-Channel Customer Success 10

Currency Alliance

DECEMBER 7, 2021

No matter where you are in your journey to be customer-centric, there is certainly more you can do. Merging your loyalty and customer experience disciplines often breaks down walls that hinder delivering consistent customer experience. Strive to be channel agnostic. Covering trends such as mobile app and marketplaces.

Loyalty 52

Loyalty Trends Loyalty Programs Touchpoint 52

CustomerSuccessBox

FEBRUARY 20, 2022

Measure customer health score based on the outcome that you want to derive actionable insights. The health score is more associated with the needs of the customer. Segmenting the customers based on different subscription plans, or the industries and even use cases aids in understanding their needs clearly.

Measurement 52

Measurement Tools Effort Score Software 52

CustomerSuccessBox

NOVEMBER 16, 2021

Customer Success (CS) has become synonymous with customer loyalty, customer satisfaction, and a positive customer experience. CS ensures the customer is at the center of the business strategy of modern B2B SaaS firms. It’s much easier to delight your customer when you know exactly what they need.

Customer Success 52

Customer Success Management Case Study Rewards Programs 52

SmartKarrot

FEBRUARY 8, 2022

The customer experience commences right from the moment your potential customer searches for your product or service online. Reasons that make customer experience strategy a must-have for B2B SaaS businesses. Gone are the days when the features of a given product were enough to attract customers and their loyalty.

B2B 21

B2B Customer Experience Multi-Channel Roadmap 21

Pointillist

MAY 23, 2018

Forrester defines customer journey analytics is “an analytics practice that combines quantitative and qualitative data to analyze customer behaviors and motivations across touchpoints and over time to optimize customer interactions and predict future behavior.”. Measure the impact of customer behavior on KPIs (e.g.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

Comm100

NOVEMBER 13, 2022

“The increase in our customer base was causing such a huge uplift in chat volume, we knew that we had to install a chatbot. Every organization’s criteria for top customer service software will be unique, so here we’ll simply highlight each product and some of their key use cases to help you begin your research.

Tools 195

Tools Customer Service Tips Omni-Channel 195

delighted

JULY 19, 2019

Further reading and resources: What Is Customer Experience? Digital Customer Experience (DCX). Digital customer experience refers to the overall perception of your brand in the eyes of your customer, based on interactions across digital platforms. Seven ways to identify and engage brand advocates.

Resources 56

Resources Customer Journeys Customer Experience Net Promoter Score 56

SmartKarrot

NOVEMBER 2, 2020

He says, “The best thing you can do to retain customers is include smart and consistent branded touchpoints from both email communications and social media platforms.”. You have to make sure your customer fully understands your mission, your brand, and what you stand for as a company. Hamna Amjad, Project Manager, DSRPT.

Customer Retention 21

Customer Retention Strategy e-support Social Media 21

SmartKarrot

FEBRUARY 2, 2022

Customer success reporting tracks customer engagement analytics to help customer success managers, support managers, and service teams strategize and improve customer engagement, customer experience , and enhance their product adoption. Measure Customer Data Points. Touchpoints.

Report 10

Report Net Promoter Score Touchpoint NPS 10