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. 1: Define your digital community’s needs.

How To 52

How To Roadmap Self Service Gamification 52

Horizon CX

APRIL 1, 2024

Organizations that were positioned in the higher half of the CX maturity scale were experiencing remarkable results – three times higher revenues and three times higher customer retention rates. This underscores the tangible impact that prioritizing CX can have on the bottom line.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

InMoment XI

DECEMBER 7, 2023

As competition and buyer empowerment compound, customer experience (CX) is proving to be the only truly durable competitive advantage. The specific, contextual feedback that users provide in a PSAT survey helps to prioritize a roadmap of product improvements. This is scored on a numeric scale.

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 195

InMoment XI

JANUARY 2, 2023

As competition and buyer empowerment compounds, customer experience (CX), is proving to be the only truly durable competitive advantage. Not only does exceptional customer experience make customers happier, it drives desirable customer behavior. What Is Customer Effort Score?

Net Promoter Score 221

Net Promoter Score NPS Metrics Effort Score 221

GetFeedback

OCTOBER 4, 2019

The data collected from surveys can highlight touchpoints that customers have the most trouble with and identify dissatisfied customers so that they can be assisted before they churn. Increased revenue means you can hire more staff, build a better product, provide greater support, acquire more customers and the circle continues.

Survey 150

Survey Data Competitive Advantage Touchpoint 150

SurveySparrow

DECEMBER 29, 2023

An outstanding CX is the heart of customer retention and a key strategy for customer acquisition. To ensure your business consistently delivers an impressive CX, a well-structured plan, or a customer experience roadmap, is vital. What is the Customer Experience Roadmap?

Roadmap 52

Roadmap Net Promoter Score Customer Journeys Customer Experience 52

Thematic

FEBRUARY 24, 2025

That’s the power of customer experience insights—real-time feedback and data-driven analysis that help businesses understand what customers want, what frustrates them, and how to improve their journey. Companies that actively apply customer insights boost retention, loyalty, and competitive advantage.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

Retently

MARCH 10, 2022

Great customer success is perhaps the single greatest defense you have against high churn. Some of the areas where the churn rate is affected most significantly are during the Onboarding, Product Adoption, Customer Retention , and Product Expansion stages.

Self Service 147

Self Service Poor Customer Service e-support Customer Success 147

InMoment XI

APRIL 3, 2024

Competitive Advantage Creating a unique and positive digital experience helps brands set themselves apart from competitors, too. By aligning digital customer experience metrics with overarching business strategies, your organization can ensure that your measurement efforts are not only meaningful but also actionable.

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

CustomerSuccessBox

JULY 8, 2020

Customer Retention is key. We had Jay Nathan , Founding & Managing Partner, Customer Imperative and Andrew Marks , Founder, President and COO, SuccessHacker speak to Puneet Kataria , Founder & CEO, CustomerSuccessBox about the role of customer success in driving SaaS businesses during a lockdown.

Customer Retention 40

Customer Retention Consulting Competitive Advantage Customer Success 40

SurveySensum

JULY 11, 2023

This is how they boost customer loyalty by creating a sense of value and incentivizing repeat visits. Customer Retention Domino’s is a great example of how customer experience can impact customer retention! They take their customer retention strategy a step further. How do they do it?

Brands 83

Brands Customer Experience Effort Score Rewards Programs 83

SurveySensum

OCTOBER 14, 2024

When you discover customers’ needs and preferences you can easily tailor experience and make customers feel heard and valued, ultimately increasing customer retention and reducing churn. Builds Competitive Advantage : 71% of customers have switched brands at least once in the past year.

Voice of Customer 52

Voice of Customer Survey Customer Retention Feedback 52

Circular Edge

DECEMBER 13, 2022

Grow and scale your business while gaining a competitive advantage with NetSuite’s best-in-class integrated cloud business software and Circular Edge’s expertise in NetSuite implementation , advisory, managed services and direct staffing. Loyal customers drive profitability and sustainable growth. Who benefits?

Data 52

Data Competitive Advantage Multi-Channel Analytics 52

Chattermill

JUNE 3, 2019

Retention Rate. Customer retention rate refers to the percentage of customers that the company retains over a specific period. Retention is, in essence, the opposite of churn, meaning gathering feedback from customers who stick with you can reveal what you’re doing well. Customer Experience Analytics.

Metrics 85

Metrics Measurement Customer Experience Net Promoter Score 85

ChurnZero

JUNE 14, 2023

For subscription businesses, the focus is clear: retaining customers. Older research from Fred Reichheld of Bain & Company showed that, in financial services, “a 5% increase in customer retention produces more than a 25% increase in profit.” Invest in a long-term competitive advantage. While 83.1%

Customer Success 52

Customer Success Competitive Advantage Roadmap Customer Voice 52

SurveySparrow

JULY 31, 2023

Voice of customer analytics enables you to spot patterns in feedback and address issues before they become a full-blown crisis. Competitive Advantage In a world where customer experience is king, businesses that prioritize the voice of their customers gain a competitive edge.

Analytics 52

Analytics Social Media CEM Effort Score 52

SurveySensum

NOVEMBER 6, 2023

Its importance lies in the fact that It is a simple survey that makes it easy for customers to respond, and for businesses to interpret and act on the feedback. It assesses customer loyalty , which is closely linked to customer retention and advocacy. Prioritize these for immediate action.

NPS 52

NPS Feedback Effort Score Customer Journeys 52

SmartKarrot

OCTOBER 27, 2020

To stay intact with a plan and progress in a foolproof way, a customer success roadmap can help. There are many areas you need to look into while implementing customer success in your organization. To begin with, you need to be clear as to how you would help your customers achieve their goals. Customer acquisition.

Roadmap 10

Roadmap Customer Success Customer Journeys Chief Customer Officer 10

Chattermill

JUNE 25, 2019

If we look back at the last decade in business, consumer preferences have been altered by startups offering standout customer experiences. These startups have since morphed into industry leaders by making customer experience a competitive advantage. Happy customers are loyal and refer their friends regularly.

Customer Experience 45

Customer Experience Customer Centricity Effort Score ROI 45

DCX

JULY 30, 2024

You've likely faced blank stares or resistance when trying to explain why the legal team should care about customer experience or how finance plays a role in customer satisfaction. This guide is your roadmap to winning hearts and minds across your organization. Many customers value environmentally responsible practices.

Customer Centricity 52

Customer Centricity Customer Journeys Case Study Customer Satisfaction 52

SurveySensum

JULY 14, 2020

Mila Widyani – Head of Customer Experience at CIMB Niaga. A Customer Experience Thought Leader and Influencer, Mila Widyani is a dynamic professional who strongly believes that CX is the key to driving a sustainable competitive advantage in today’s economy. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

SmartKarrot

OCTOBER 21, 2020

But when this is rare, when you understand the customer’s JTBD but there is hardly any available solution in the market, then this is a golden opportunity. Innovating this new feature or a new product to cater to that JTBD will give you a great competitive advantage. Becoming customer-centric . Building loyal customers .

Customer Success 10

Customer Success Innovation Competitive Advantage Customer Centricity 10

SmartKarrot

OCTOBER 8, 2020

It is essential for you to keep growing your customer if you want to sustain in the competitive world. It has become so vital that many companies have adopted a customer-centric approach to serving its customer base. This has become a competitive advantage for them over others.

How To 10

How To Competitive Advantage Customer Success Customer Centricity 10

SmartKarrot

AUGUST 6, 2020

Given the cut-throat competition in the B2B space, delivering a great customer experience that thoroughly satisfies the customer is more important than ever before. It’s perhaps the best competitive advantage a company can have. Customer feedback can act as your roadmap for improvement.

Examples 10

Examples Customer Experience Knowledge Base Video 10

Experience Investigators by 360Connext

MARCH 25, 2025

This is a great reminder, especially for organizations that consider themselves driven by product release schedules or technology roadmaps. Its easy to get caught up in those types of deadlines and simply forget to think about the customer. The Business Case for Empathy Empathy isnt just a soft skill in customer experience.

Customer Journeys 143

Customer Journeys Loyalty Customer Experience Social Media 143

Think Customers

DECEMBER 11, 2024

Will it enhance our competitive advantage or dilute it? Is this feature central to solving the most critical customer pain points identified in our strategic roadmap? By adhering strictly to its ERP roadmap, SAP ensures every update fits its vision while solving broad customer pain points.

Feedback 52

Feedback Analytics Roadmap ROI 52

SmartKarrot

NOVEMBER 29, 2021

Product-led growth is when the company focuses on how the product meets customer requirements, is accessible, and is easy to use. Product-led growth is where user acquisition, customer conversion, customer retention, and expansion are centered around the product itself. The product became the whole customer experience.

Roadmap 10

Roadmap Customer Retention Competitive Advantage Innovation 10