InMoment XI

JULY 4, 2022

Customer Acquisition: This comes from supporting the brand positioning and positive word of mouth. Customer Retention: Forrester research shows that a customer who receives a positive experience is 2.7x’s likely to remain with your brand as opposed to a customer who has had a negative experience. 3: Holistic View.

ROI 370

ROI Return on Investment Social Media Survey 370

Totango

AUGUST 16, 2022

Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn.

Customer Retention 103

Customer Retention Software Customer Success CRM 103

InMoment XI

NOVEMBER 7, 2024

Furthermore, 86% of those leaders also agree that AI and automation have helped them scale their operations, with the majority believing those tools are more effective for scaling operations than hiring more customer service representatives. What is Customer Experience Automation?

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

inQuba

AUGUST 27, 2020

The Economist coined the term ‘The 90% Economy’ as a new normal: large chunks of everyday life are missing, customers have moved from using digital to being digital, and what they value and their power to switch have shifted overnight. Customer Journey Analytics and Orchestration with Big Data and AI. Upendra Dharmadhikary.

Customer Journeys 80

Customer Journeys Consulting Customer Retention Meeting 80

Education Services Group

JULY 20, 2021

ESG’s own Madeline Evans, Britt Layman, and Marley Wagner joined last week’s ChurnZero webinar to discuss how high touch and tech touch engagement models can co-exist in Customer Success. MW: And once you have that foundation, I highly recommend creating a customer communication calendar. Watch it here if you missed it!).

Customer Journeys 98

Customer Journeys Effort Score Self Service Chatbots 98

InMoment XI

OCTOBER 10, 2023

What Exactly Are Customer Service Metrics? Customer service metrics are not just numbers on a dashboard; they are the narrative of a customer’s journey with a brand, much like a customer journey map. They answer critical questions: How efficiently are customer queries being addressed?

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. We didn’t use any special tool.

Customer Engagement 113

Customer Engagement Customer Journeys Engagement Strategy 113

InMoment XI

OCTOBER 23, 2024

In a period of financial anxiety, customers are looking for institutions they can trust. Your bank can present itself as a reliable option by demonstrating a commitment to making their customer journey smooth and personalized. It is a proven way of retaining customers. Implement CX initiatives in phases.

Banking 195

Banking Customer Experience Effort Score Financial 195

ClientSuccess

JANUARY 25, 2021

Your customers should be in the right ‘stage’ for a case study or else they may feel overwhelmed and put-upon. Increasing transparency into the customer journey for your marketing team so they aren’t constantly asking if a customer is ready for a case study can help streamline this process on both sides.

Customer Retention 81

Customer Retention Customer Success Marketing Case Study 81

AskNicely

AUGUST 17, 2018

Treat your customer as an advisor. This creates an emotional bond between the customer and your brand. Emotional bonds create lasting relationships for growth and customer retention. Obsession expressed through actioning customer feedback. Customer-obsessed companies use NPS to actively listen to their customers.

Competitive Advantage 150

Competitive Advantage Feedback Net Promoter Score NPS 150

Totango

MARCH 2, 2021

Mapping out your customer journey stages empowers you to optimize each step for a satisfying experience that promotes higher retention. In this blog, we’ll look at how the customer journey has been reconceived around the image of a flywheel that integrates both the pre-sales and post-sales steps in the process.

Customer Journeys 63

Customer Journeys How To Net Promoter Score Video 63

Gainsight

DECEMBER 2, 2019

Bookmark this collection of resources all about customer retention and stop churn in its tracks. Customer retention is one of the biggest metrics in SaaS and a key component in any SaaS company’s strategy. Cultivating a high retention rate will set you up for long-term success. What is Customer Retention?

Customer Retention 52

Customer Retention Resources Strategy Chief Customer Officer 52

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. We didn’t use any special tool.

Customer Engagement 88

Customer Engagement Customer Journeys Engagement Strategy 88

SurveySparrow

MARCH 29, 2023

With the increasing number of eCommerce stores, business owners should find ways to streamline the experience of their customers. This is where mapping the ecommerce customer journey becomes important. The typical ecommerce customer journey can take days, and it can involve multiple channels.

Customer Journeys 52

Customer Journeys Ecommerce Touchpoint Social Media 52

Totango

JUNE 30, 2020

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. Invite customers to upcoming free training webinar series.

Communication 127

Communication Strategy Metrics Customer Retention 127

ChurnZero

SEPTEMBER 16, 2021

9 Customer Retention Strategies for SaaS. Higher retention rates can mean higher customer loyalty for your business, something that’s crucial for success, especially for SaaS. If you want to throw more fire behind your customer retention strategies , keep reading for some tips and tricks to keep them going strong.

Customer Retention 52

Customer Retention Strategy Net Promoter Score Effort Score 52

Totango

AUGUST 11, 2022

Digital interactions that inform SaaS client relationships span the range of the customer journey , from pre-purchase marketing engagements to onboarding to subscription renewals, upsells and brand advocacy. Videos and webinars provide excellent tools for demonstrating product usage through screenshots. Social media posts.

Tips 110

Tips How To Customer Journeys Net Promoter Score 110

SurveySensum

JANUARY 26, 2024

The responsiveness and effectiveness of the support team in resolving her issue became a pivotal moment in Claire’s customer journey. Claire’s story encapsulates the essence of a customer journey. What is a Customer Journey? So let’s deep dive into different stages of the customer journey.

Customer Journeys 52

Customer Journeys Social Media Touchpoint Tips 52

Education Services Group

SEPTEMBER 4, 2018

Usage metrics are critical indicators of how well your products are helping customers achieve their desired outcomes, which in turn influences your customer retention strategy. If usage is low, odds are that your customer sees little if any value in your solution. Your Customer Retention Strategy Relies on CSMs!

Customer Retention 49

Customer Retention Measurement Strategy Management 49

Optimove

OCTOBER 22, 2020

Customer Stories. Customer Stories. Orchestrating Personalized Customer Journeys with Optimove. Customer Success Stories. Realtime Marketing for Gaming Webinar. The leading content source for relationship marketing and customer retention professionals. Learning Center. Filter by type: View All.

Retail 76

Retail eBook Sports Video 76

Optimove

OCTOBER 22, 2020

Customer Stories. Customer Stories. Orchestrating Personalized Customer Journeys with Optimove. Customer Success Stories. Realtime Marketing for Gaming Webinar. The leading content source for relationship marketing and customer retention professionals. Learning Center. Filter by type: View All.

eBook 76

eBook Sports Video CRM 76

Confirmit

OCTOBER 18, 2018

What Is Customer Retention? Customer retention refers to an organization’s processes and activities that aim at stopping customers from churning or switching to a competitor. Increasing customer loyalty is a key goal of any business, and contributes greatly towards sustainable growth.

Customer Retention 45

Customer Retention Multi-Channel Net Promoter Score Return on Investment 45

Clarivate

FEBRUARY 21, 2018

Imagine the possibilities if your company was to take this data, hand it to a team of data scientists who would also examine your industry, call center data, NPS scores, and customer journey mapping data, and combine all their statistical models. New Type of Customer Data.

Analytics 49

Analytics Customer Journeys Touchpoint Call Center 49

ClientSuccess

JANUARY 12, 2021

This past year was all about flexibility, pivoting, and delivering value to customers above all else. CSMs truly went above and beyond for their customers to ensure value, as customer retention meant more than ever. Build a thorough customer success journey map for every single customer.

Customer Success 53

Customer Success Customer Journeys eBook Customer Retention 53

Education Services Group

JULY 21, 2022

Then, from specific modeling and strategies, I would map out who are the types of partners that you are wanting to bring in, and what type of implementation projects are they doing? What does the expectation from the customer look like? Then align those and do journey mapping or customer experience mapping.

Customer Journeys 52

Customer Journeys CEM Customer Success Chief Customer Officer 52

Oracle

OCTOBER 17, 2019

This is a preview of the on-demand webinar, Best-in-Class Customer Journey Management: How to Deliver Truly Connected Service Experiences. Delivering a truly connected service experience is integral to managing today’s customer journey. improvement in year-over-year customer referrals.

Customer Journeys 44

Customer Journeys Effort Score Social Media Omni-Channel 44

ClientSuccess

SEPTEMBER 26, 2019

By communicating with customers in a way that resonates with them specifically will help you earn their respect throughout the customer journey. Doing so will make you a better customer success professional and set you apart as a trusted advisor who builds relationships that last. Consider the following questions : .

Customer Retention 49

Customer Retention Tips Net Promoter Score Metrics 49

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. We didn’t use any special tool.

Customer Engagement 62

Customer Engagement Customer Journeys Engagement Strategy 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. Don’t miss out on this exclusive discussion—it’s a webinar like no other, with surprises in store!

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

CustomerSuccessBox

DECEMBER 24, 2021

This way each touchpoint with your customer-whether it’s through marketing, or sales, or product team- is an opportunity to make that impression. Consider surveying your customers at significant points in your interaction with them. Additional Read- Customer Retention Guide. Low NPS Customer Webinars Conferences.

Customer Journeys 52

Customer Journeys Customer Success Chief Customer Officer Touchpoint 52

Totango

SEPTEMBER 1, 2020

Renewal decisions are made at any time during the customer journey and are the direct result of the customer experience. Research by Deloitte shows that personalized customer experience is now just as important to customer decision-making as speed of service and ROI. Acknowledge any issues and offer solutions.

Net Promoter Score 108

Net Promoter Score How To NPS Effort Score 108

Totango

JULY 22, 2022

At Totango, our goal is always to provide the best possible tools to help you meet and exceed your customer success goals in both good and challenging economic times. We are constantly adding innovative new apps to our Customer Journey Marketplace , including our newest Engage Customers SuccessBLOC.

Communication 104

Communication NPS Case Study Metrics 104

SurveySensum

OCTOBER 5, 2020

For any B2B SaaS company that is starting its Voice of Customer program, the customer journey is the first step to understand your customers. It will tell you at what different stages you should launch customer surveys to collect feedback. . Click here to know more about the customer journey .

Customer Journeys 52

Customer Journeys B2B Survey Net Promoter Score 52

Oracle

FEBRUARY 5, 2019

Customer experience (CX) is having a moment. More attention and more resources are flowing as organizations realize that CX just may be the centerpiece of their master plan for customer acquisition AND customer retention (not to mention employee satisfaction). Ian Golding, Author of Customer What?

Customer Experience 92

Customer Experience Leadership Customer Journeys Customers 92

ChurnZero

JANUARY 28, 2020

Get your ‘yes’ to Customer Success! Upcoming Webinar: How to Streamline Onboarding to Reduce Churn. Wednesday, January 29, 2020, 2:00 – 3:00 PM EST. Customer retention and churn prevention starts at the beginning of a customer’s journey with your company – in onboarding. Register today! .

B2C 64

B2C B2B Customer Retention Touchpoint 64

Amity

FEBRUARY 2, 2016

We sat down with Perry Monaco, Manager of Customer Success - The Americas, to discuss how Customer Success has evolved at LinkedIn over the last 5 years. The Reason Why More Companies Are Using Customer Success Teams to Ensure Customer Lifetime Value. • Webinars.

Resources 80

Resources Customer Success Customers Customer Retention 80

Education Services Group

MARCH 31, 2022

Speakers: Sara Bochino , Vice President of Customer Success at talech , Ari Hoffman, Global Director of Customer Advocacy at Crowdvocate and Megan Macaluso , Sr. Director of Customer Success Strategy at Convercent. Peter Armaly joined Marley Wagner to co-host this month’s Customer Success Unlocked webinar.

Customer Success 52

Customer Success CRM Effort Score Case Study 52