Comm100

OCTOBER 8, 2016

For this reason, we’ve compiled a list of 15 customer retention strategies that can ease your pain and help you develop reliable, long-term customer loyalty. Relationship Marketing Strategies. Using good Relationship Marketing strategies will also help solidify their trust in you as an industry leader. White Papers.

Customer Retention 154

Customer Retention Loyalty Strategy Loyalty Programs 154

LiveChat

JUNE 8, 2018

Effective communication is the key to building and nurturing any relationship – be it personal or professional. Even in business, communicating with customers effectively can help you gain their loyalty – leading to repeat purchases, positive word-of-mouth, and referrals. Do not use jargon.

Communication 66

Communication Social Media B2C B2B 66

Optimove

FEBRUARY 12, 2025

This surprise gift encourages customers to return and explore more recipes. #10. Keep Communicating with Customers For shoppers who made a single purchase during the holiday season, ongoing communication is key to turning them into repeat buyers.

Customer Retention 52

Customer Retention Strategy Loyalty Programs eBook 52

Interactions

MARCH 11, 2022

Looking at the big picture, we know that all these terms have something to do with the relationship between a business and their customers. This concept in itself, a customer relationship, is what strong brand loyalty is built upon. Customer service/customer support. Let’s explore the terms. .

Customer Experience 106

Customer Experience Customer Service Customer Journeys eBook 106

Gainsight

JANUARY 4, 2021

As we embark on the New Year, now is the perfect time to catch up on Gainsight’s Customer Success resources from 2020. We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Customer Onboarding: From Implementation to Time to Value. Customer Experience.

Resources 111

Resources Customer Success eBook Multi-Channel 111

TeamSupport

SEPTEMBER 7, 2018

A new term, customer health, is all about monitoring the customer relationship to ensure it remains in a vibrant state. This deep dive into existing data provides valuable insights into what customers have problems and what you need to do to diagnose these issues so you can get the relationship back on the right track.

Customer relationships 136

Customer relationships Net Promoter Score eBook B2B 136

ClientSuccess

FEBRUARY 1, 2021

As we head into a new year, many customer success teams are looking for new ways to up the ante with their customer success efforts. In addition to these intrinsic efforts, many customer success teams are turning to software and technology to help boost the effectiveness of their account management workflows.

Software 104

Software Customer Success Effort Score eBook 104

NICE inContact

AUGUST 9, 2018

For example, CSAT may highlight a critical product deficiency that requires a response from R&D, product management, customer service, and sales to ensure that: Customers are not sold something that is broken or impossible. Product managers are able to communicate the changes effectively both inside and outside of the organization.

NPS 122

NPS Metrics Net Promoter Score Customer Service 122

ClientSuccess

JANUARY 24, 2023

Metrics That Indicate Customer Health It is essential to track multiple metrics to provide the needed information about how customers interact with your company. With ClientSuccess , customer success teams can confidently track valuable metrics and data while tracking customer touchpoints and communications.

Metrics 89

Metrics eBook NPS Customer Success 89

Comm100

NOVEMBER 25, 2020

There is a lot of curiosity surrounding the latest technological advancements, and Artificial Intelligence (AI) and Customer Relationship Management (CRM) are no different. In other words, automation has plenty of advantages – most of them directly targeted to help keep the customer satisfied. The picture isn’t all that rosy. .

CRM 130

CRM Customer Service Ecommerce Chatbots 130

ClientSuccess

JANUARY 12, 2022

Identify which of your customers would benefit the most from this initiative, and then thoughtfully and carefully pair your participating executives with their customer counterparts. Communicate and engage. eBook: Customer Success as a Culture: Customer Success Leaders Edition. Want to learn more?

Customer Success 75

Customer Success eBook Leadership Measurement 75

ClientSuccess

OCTOBER 5, 2021

Here are five critical customer success leading indicators your team should start tracking this year: 1.Customer Customer engagement: Regular, ongoing check-ins and communication with your customers is vital for fostering long-term value and building relationships.

Customer Success 72

Customer Success eBook Customer relationships Metrics 72

Team Support

JUNE 14, 2019

Customer support can be a challenge. Especially in the B2B (business-to-business) industry, the quick decisions your support team makes can have a profound impact on a customer relationship. This lets you have internal conversations directly within a ticket without the customer ever seeing it.

System 75

System Self Service eBook Customer relationships 75

GetFeedback

FEBRUARY 15, 2019

The customer lifecycle has been written about plenty, but when it comes to NPS segments, we suggest focusing on these 5 key groups. They’ve either signed up for your trial, downloaded a white paper or ebook, or possibly just visited your website. Their feedback can inform strategy and customer communications.

Net Promoter Score 150

Net Promoter Score NPS Effort Score How To 150

ClientSuccess

FEBRUARY 14, 2023

Making an apology to customers after things go wrong is positively related to satisfaction with restoring the customer relationship. Active listening involves not just hearing what your customer is saying but also understanding the emotions behind their words and seeking to understand their communication style.

Customer Success 80

Customer Success Customer Journeys eBook Exercises 80

SurveyGizmo

NOVEMBER 5, 2021

Please download our CX Predictions for 2022 ebook for our full report. Many Customer Experience (CX) teams lack the data integration of their Sales and Marketing counterparts. This is part 3 in a 5-part series. CX Lags Behind.

Data 98

Data Net Promoter Score NPS Effort Score 98

Comm100

SEPTEMBER 7, 2017

It means knowing how to de-escalate a situation with an angry customer, and using problem solving skills to make sure that everyone walks away from the interaction satisfied.”. eBook] The Guide to Becoming a Top Performing Live Chat Agent. Average handle time is of great significance to customer satisfaction.

Sports 142

Sports Average Handle Time Call Center Customer Service 142

ClientSuccess

AUGUST 2, 2021

Ensure other team members are keeping customers in the loop. . As a CSM, you maintain the majority of back-and-forth customer communication, but you are not the only person involved from your side. It means establishing a mutual relationship based on two-way trust and communication.

eBook 68

eBook Customer relationships Customers Tips 68

NobelBiz

JULY 30, 2024

Since VoIP uses the power of the Internet to place calls, it can literally trim expenses down drastically, especially for international communication. An unreliable phone system may mean missed calls, lost sales opportunity, and frustrated customers. High-quality VoIP network by NobelBiz ensures clear and reliable communication.

System 98

System Contact Center CRM Communication 98

Beyond Philosophy

MARCH 21, 2024

Moreover, you should inform your customers that you have a plan. This forethought works wonders for your customer relationships, even if it feels counterintuitive. The Service Recovery Paradox occurs when a service failure improves customer relationships. Most customers understand that things go wrong.

Telecommunications 78

Telecommunications Customer relationships Communication eBook 78

ChurnZero

NOVEMBER 9, 2021

No matter what channels of communication you use, however, experiences should be consistent across the board. Simply being attentive to those customers who reach out to your service team can also help improve customer experience and ensure positive outcomes. This could include email, chatbots, phone lines, and in-app support.

Company 97

Company Customer Experience Survey eBook 97

Kustomer

JUNE 7, 2023

CX involves both direct interactions initiated by the customer, and also indirect interactions the customer has with the organization: for example, when a customer sees a wealth management company’s advertisement on a billboard or follows a bank on social media. It’s time to start communicating with them!

Financial 94

Financial CRM Banking Effort Score 94

ClientSuccess

JANUARY 11, 2023

Companies with great customer success practices take this rule to heart in all aspects of their business, from how they interact with customers to how they design their processes and products. Learn more about building customer loyalty in this ebook. It’s no surprise that customer success and loyalty go hand-in-hand.

Customer Success 80

Customer Success eBook Loyalty Conference 80

ClientSuccess

APRIL 4, 2018

The goal is that by sharing our experiences, we’ll be able to learn and apply more practical advice / practices to our customer success careers. From : Jorie Basque , Customer Relationship Manager. Ultimate Guide to SaaS Customer Success Metrics. Let’s get started with this week’s post! Company : InGenius Software.

Customer Relationship Management 40

Customer Relationship Management Customer relationships Management eBook 40

C3Centricity

AUGUST 23, 2015

Eye-tracking linked to facial coding for emotional analysis, will quickly tell you what needs to be changed, in all your communication platforms. OK you still get to approve the budgets, but think customer first when reviewing product marketing, concepts and communications, rather than expressing purely your own opinion, please.

Marketing 120

Marketing How To Social Media Customer Centricity 120

C3Centricity

AUGUST 23, 2015

Eye-tracking linked to facial coding for emotional analysis, will quickly tell you what needs to be changed, in all your communication platforms. OK you still get to approve the budgets, but think customer first when reviewing product marketing, concepts and communications, rather than expressing purely your own opinion, please.

Marketing 120

Marketing Social Media Advertising Customer Centricity 120

ClientSuccess

DECEMBER 19, 2022

Onboarding Playbook: The onboarding playbook is essential for any CSM team, as it outlines the steps and processes that need to be followed when engaging with a new customer. Playbooks can save time and help CSMs provide customers with the best experience possible. eBook: CSM from the Trenches: Implementing Customer Success.

eBook 72

eBook Resources Customer Success Training 72

ClientSuccess

OCTOBER 12, 2020

Build a customer success journey map: Understanding the entire customer journey from onboarding to adoption to renewal to growth is key for proactive customer engagement. Having the right processes and workflows in place makes it easy to stay on top of customer interactions and ensure nothing slips through the cracks. .

Customer Success 59

Customer Success Customer Journeys eBook Leadership 59

Interactions

APRIL 9, 2020

But while some businesses have taken a particularly hard fall, we still see some–even in the hardest-hit industries–calmly and efficiently handling this crisis when it comes to customer relationships. Streamline messaging and communication. A contact center is at the forefront of communication with customers.

Contact Center 71

Contact Center Virtual Agent Tips eBook 71

ClientSuccess

JUNE 22, 2022

This overarching question made our team at ClientSuccess go back to the basics of customer success to determine what exactly goes into every customer relationship that ensures retention, satisfaction, and ongoing loyalty. Here is the tried and true recipe: trust + communication = customer loyalty.

Loyalty 52

Loyalty eBook Customer relationships Customer Retention 52

ClientSuccess

MARCH 23, 2021

As more companies announce they will continue remote operations indefinitely, customer success teams are either auditing their existing remote communications strategy or looking for ways to keep things running smoothly long-term. How is your team currently running video calls with customers?

Video 65

Video eBook Meeting Customer relationships 65

Totango

MAY 29, 2019

When consumers decide which brand of product to purchase, they pick the one they have the strongest relationship with. As such, it’s critical that customer success teams emphasize the use of regular customer engagements to keep the customer relationship strong. Personalize Communications.

Customer Engagement 63

Customer Engagement Engagement Social Media eBook 63

ClientSuccess

APRIL 28, 2021

If you’re a CSM working for a SaaS-based vendor, there are a few stages where a customer would typically go silent. When a customer account is moving smoothly, with no big issues or concerns, this may seem like a good thing to the discerning CSM. Here are a few ways to proactively avoid being ghosted by customers: 1.

How To 64

How To eBook Metrics Customer relationships 64

Avaya

AUGUST 2, 2017

Seizing this opportunity, however, requires transitioning to a services-based approach that targets customer- and vertical-specific needs, especially those related to communications. Check out our eBook, Fundamentals of Digital Transformation. I recently spoke with Richard English, Avaya Professional Services Managing Director.

Roadmap 63

Roadmap eBook Exercises Strategy 63

ClientSuccess

JANUARY 30, 2023

Natural indicators that your model needs refinement include shallow customer relationships, overworked CSMs, lack of insights and knowing the true pulse of your customer base, and an increase in customer churn. Now that you understand the three factors, you can set thresholds or review points for each.

Customer Success 70

Customer Success eBook Customer relationships ROI 70

TeamSupport

NOVEMBER 30, 2018

Especially in the B2B (business-to-business) world, empathy is critical because it’s one of the key traits that helps in retaining customers by creating deep relationships. Click here to download our eBook on improving the customer experience! Communication Skills. 2) The ability to empathize with customers.

Customer Service 68

Customer Service eBook Omni-Channel Software 68

ClientSuccess

OCTOBER 25, 2021

Key metrics to track to measure Customer Engagement include: Total number of high-value engagement in past 15/30/45/60 days. Number of days since the last proactive communication (aka email or phone call). Number of days since the last reactive communication (aka support ticket, etc.). Toolkit: Customer Success Metrics Toolkit.

Customer Success 64

Customer Success eBook Metrics Measurement 64