eglobalis

SEPTEMBER 16, 2024

This approach reduced friction and improved overall customer satisfaction, enhancing decision-maker and end-user satisfaction and boosting retention. Agrochemical Company: Syngenta Case Syngenta, a global leader in agrochemicals, developed the “Soil Health Analyzer” app to engage their fragmented customer base.

B2B 372

B2B Strategy Customer Experience Customer Journeys 372

ShepHyken

DECEMBER 31, 2021

She shares 5 customer service strategies that improve customer retention. People may cut companies some slack if a product doesn’t quite work as expected, but only when the customer service experience makes up for these missteps. . What’s the main reason that customer service is so important?

Customer Service 138

Customer Service Customer Retention Customer Service Strategies Infographics 138

Thematic

MARCH 20, 2025

Build better products by prioritizing features customers actually want. Are you focused on customer service, product improvement, marketing effectiveness, or all three? Who needs access to insights—product teams, marketing, customer service, leadership? Tie customer insights to financial outcomes.

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

ChurnZero

MAY 5, 2020

As businesses are thrust into uncharted territory, figuring out how to navigate customer retention strategies to minimize churn will determine their survival. For those who were unable to attend or would like a session refresher, below are the top takeaways for crafting your customer retention game plan. .

Customer Retention 72

Customer Retention Chief Customer Officer Case Study Customer Success 72

One Millimeter Mindset

SEPTEMBER 10, 2018

Business growth either leverages profitable leadership communication. I recently became “that” disgruntled customer based on lack of leadership communication across the organization. Yes, I used to be a loyal customer of a particular service platform, which shall remain nameless. Or it showcases collaboration gaps.

Leadership 61

Leadership Communication Customer Retention Sales 61

Experience Investigators by 360Connext

APRIL 23, 2024

Prioritizing the right CX management not only helps in retaining customers by improving their experiences, but also enhances the overall brand image and increases profitability. Some organizations find that focusing on retaining customers in volatile times can provide more revenue than sales.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

InMoment XI

SEPTEMBER 5, 2024

When companies do offer personalized experiences, 78% of those customers who receive that level of personalization are likely to make repeat purchases. With these statistics in mind, it is clear that delivering consistent, memorable experiences is a must for any organization looking to build and sustain a loyal customer base.

Effort Score 195

Effort Score Net Promoter Score Customer Journeys Metrics 195

ECXO

MARCH 5, 2024

By putting the customer at the heart of the process, businesses can ensure that their digital transformation initiatives lead to improved customer satisfaction. Happy customers are more likely to be loyal customers, leading to increased customer retention.

Customer Centricity 294

Customer Centricity Competitive Advantage Innovation Customer Journeys 294

Retently

MARCH 17, 2025

Perfect for CX managers, operations, and leadership teams who need strategic insights to optimize operations and refine policies. Key Metrics to Include: CSAT/NPS Trends : Did customer satisfaction shift? customer sentiment via NPS, CSAT, CES) How has our customer retention rate changed year-over-year? The result?

Report 90

Report How To Effort Score NPS 90

One Millimeter Mindset

AUGUST 23, 2018

Do you have a customer retention scorecard? Any of the plethora of scoring systems which measure customer satisfaction and loyalty. And your own performance is measured and compared with the ratings customers provide on a quarterly basis. Do management and leadership address these factors with you? Close deals.

Customer Retention 133

Customer Retention Sales Measurement Loyalty 133

Retently

MARCH 11, 2025

They act as a bridge between the customer and teams working with product, marketing, logistics, and support to ensure customer insights lead to tangible fixes. Their work directly impacts business growth by reducing complaints, improving support efficiency, and enhancing customer retention, they drive higher revenue and lower churn.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

One Millimeter Mindset

AUGUST 29, 2018

Ah, the impact of experience conflicts on the performance of our customer retention strategy. That “something” completely disrupts customer experience equilibrium. Perhaps experience conflicts are more important when detected prior to acquiring customers than they are when they occur during post-sale execution?

Customer Retention 60

Customer Retention Strategy Customer Experience Comparison 60

ClientSuccess

JUNE 19, 2019

Adding credibility to this statement is a research study by Invesp Consulting which suggests: Existing customers are 50% more likely to try new products and spend 31% more than new users! Increasing customer retention by 5% can increase profits by 25-95%. Shocker, right?

Customer Retention 73

Customer Retention Strategy e-support Loyalty 73

Thematic

MARCH 30, 2025

For customer experience teams, KPIs like customer satisfaction score (CSAT) , net promoter score (NPS) , and customer effort score (CES) help quantify how well you’re meeting customer needs. Show how customer insights research can improve customer retention, reduce churn, and optimize marketing spend.

Customer Insights 62

Customer Insights Data Analytics How To 62

Customer Bliss

MAY 2, 2019

It takes skill to synthesize the knowledge you’ve gained and then disseminate in a way that will help leaders make financial, cultural, and leadership decisions. Once a CSM was in place, she was able to really scale and grow the customer base. However, at Allovue, they didn’t see much of an ROI with this method.

Company 149

Company Strategy Chief Customer Officer Financial 149

InMoment XI

NOVEMBER 15, 2023

Customer Churn Rate : Customer churn rate quantifies the percentage of customers who stop using a company’s product or service over a specific period, helping businesses gauge customer retention and identify potential issues. Who Needs Customer Experience Analytics?

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

ShepHyken

DECEMBER 9, 2022

Some examples of brand expectations include providing excellent customer service, having a well-designed website, and offering high-quality products or services. It’s important to note that brand expectations can vary depending on your industry, your customer base, and other factors. . Reduced customer churn .

Customer Journeys 125

Customer Journeys Brands Sales Contact Center 125

Gainsight

OCTOBER 22, 2020

By identifying risk in your customer base, your team will drive action to mitigate it faster and help drive up retention. Naturally, the first step of establishing a renewal process is defining the leading indicators of risk within your customer base. Power improved retention at scale .

Customer Base 59

Customer Base Return on Investment NPS Customer Retention 59

Optimove

MARCH 19, 2025

From Peak to Profit: CRM Strategies for Big Events This session covered how brands can maximize revenue during high-traffic events like Black Friday and the Super Bowl, ensuring long-term customer retention.

Connections 52

Connections Marketing CRM Banking 52

Totango

JUNE 30, 2020

Communication during a crisis is about protecting your core asset, your customers. The digital transformation of business has shifted enterprise focus toward customer retention and the pursuit of long-term value. Challenges such as the ongoing COVID-19 pandemic only reinforce the importance of keeping the customers you have.

Communication 127

Communication Strategy Metrics Customer Retention 127

Customer Bliss

FEBRUARY 12, 2019

Today’s video is an excerpt from a keynote speech, The 5 Leadership Competencies of Beloved Companies , which I recently presented at Cult the Gathering. . Beloved companies do a set of deliberate things to be the kind of company that customers want to be a part of, and employees can’t wait to be a part of.

Metrics 195

Metrics Chief Customer Officer Video Customers 195

ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

Customer Success 98

Customer Success Chief Customer Officer Leadership Healthcare 98

CSM Magazine

JANUARY 2, 2025

Improved Customer Retention Why does empathy matter for customer retention? When customers sense that support genuinely cares, theyre more likely to stay loyal. And loyal customers arent just repeat buyers. Apple consistently ranks high in customer satisfaction surveys. The result?

Effort Score 52

Effort Score Case Study Culture Healthcare 52

ChurnZero

MARCH 3, 2022

Top five Customer Success resources brought to you by ChurnZero. How to crush SaaS customer onboarding: a roundup of expert advice. SaaS onboarding makes or breaks your customer retention. These churn monsters take big bites out of your customer base. 2021 Customer Success leadership study.

Resources 98

Resources Customer Success Handbook eBook 98

CSM Magazine

JANUARY 2, 2025

Improved Customer Retention Why does empathy matter for customer retention? When customers sense that support genuinely cares, theyre more likely to stay loyal. And loyal customers arent just repeat buyers. Apple consistently ranks high in customer satisfaction surveys. The result?

Effort Score 52

Effort Score Case Study Culture Healthcare 52

Happy or Not

NOVEMBER 20, 2024

By diversifying feedback collection methods, companies can obtain a well-rounded view of customer sentiment and make data-driven decisions that meet the needs of their entire customer base. By tailoring customer surveys to address specific issues, companies can gain actionable feedback directly from their customer base.

User Experience 36

User Experience Customer Satisfaction Feedback Customer Experience 36

ShepHyken

MAY 13, 2024

There are several suggestions on how to be customer-obsessed, but I was especially happy to see one of his major points in all caps: EXPERIENCE IS THE NEW BRAND. In this article, we explain why businesses must understand, calculate, track, and decrease their churn rate to retain customers and grow revenue. What Is Churn Rate?

Customer Service 76

Customer Service Loyalty Programs Customer Retention Social Media 76

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. She has published the training e-manual “Five Steps To The More Loyal Customers” and has had numerous articles published and products produced on customer retention, satisfaction, and loyalty.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

ShepHyken

JULY 20, 2020

Check out this article and I think you’ll agree, Zappos is a customer service and experience rock star. What Is Broken About Customer Experience Today? Forbes) Many of us have had to rely more on our existing customer base to ride through this turbulent period. by Niraj Ranjan.

Self Service 62

Self Service Customer Service Customer Retention Retail 62

NobelBiz

NOVEMBER 13, 2023

Satisfied customers are more likely to stay loyal and continue their relationship with the brand, leading to a higher customer retention rate and, ultimately, sustained revenue growth. This results in increased customer retention and higher revenue potential.

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

Education Services Group

FEBRUARY 26, 2023

By opening up a dialogue with your colleagues and executive leadership in this way, you can build momentum behind your charter and win over allies who will support your mission going forward. The mission of Customer Success has always been to retain customers and grow the customer base over time.

Customer Success 97

Customer Success Leadership Exercises Meeting 97

CSM Practice

DECEMBER 7, 2020

According to Irit Eizips, Chief Customer Officer and CEO of CSM Practice, “At CSM Practice, we accelerate the profitable growth of both technology and services organizations by increasing revenues, in a scalable manner, from the existing customer base. CSM Practice is the world’s first customer success strategy consulting firm.

Chief Customer Officer 81

Chief Customer Officer Consulting Customer Success Groups 81

Gainsight

DECEMBER 10, 2018

Top 5 Customer Success Blog Posts of 2018. You can’t have a business without a product and you can’t maintain a customer base without Customer Success. What is a Customer Retention Rate and How do I Calculate It? Acquiring a new customer can be up to 25x more expensive than selling to existing customers.

Customer Success 71

Customer Success Net Promoter Score Chief Customer Officer Metrics 71

Totango

JULY 15, 2022

Detecting and protecting at-risk customers is important even in the best of times, but it is especially critical during times of economic instability when your current customer base is your greatest (and perhaps only) source of dependable revenue growth. .

How To 90

How To Financial Customer Base Leadership 90

Totango

JUNE 28, 2022

But during an economic downturn , when companies are cutting costs and putting a halt on investing in new products, the CMO’s focus has to switch from facilitating growth through new customers to promoting growth via the company’s current customer base. . Don’t Let an Economic Downturn Slow Down Your Customer Success.

Return on Investment 78

Return on Investment Competitive Advantage ROI Effort Score 78

ChurnZero

FEBRUARY 4, 2022

This article is adapted from a session presented by Kristen Hayer , Founder and CEO of The Success League , at BIG RYG , ChurnZero’s annual Customer Success leadership summit. How does customer success work with investors and boards? Customer retention. Customer retention affects your company’s value.

Metrics 98

Metrics Customer Success Engagement Effort Score 98

ClearAction

AUGUST 23, 2008

By addressing the customer group giving you “lemon feedback” you can turn negative word-of-mouth trends to sustainable competitive advantages with a ripple effect on your entire customer base. This internal branding effort aligns what’s going on inside the company with what’s being promised to customers.

Competitive Advantage 62

Competitive Advantage Customer Retention Customer Experience Management Leadership 62