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 106

Customer Retention Software Customer Success CRM 106

InMoment XI

SEPTEMBER 12, 2023

In today’s cut-throat market, differentiating your brand is more important than ever. Whether you’re a startup or a market leader, understanding your competitors helps you make informed decisions, from product development to marketing strategies. Market Position and Brand Analysis: How do consumers perceive your competitors?

Analysis 195

Analysis Marketing Competitive Advantage Analytics 195

eglobalis

JUNE 27, 2024

Continuous change management initiatives help the organization adapt to evolving customer needs and market conditions. Use customer feedback and performance metrics to determine which interactions are causing friction and which are delighting customers. Continuous monitoring and adaptation are crucial.

Strategy 455

Strategy Customer Experience Net Promoter Score Customer Centricity 455

ECXO

JULY 29, 2024

Continuous change management initiatives help the organization adapt to evolving customer needs and market conditions. Use customer feedback and performance metrics to determine which interactions are causing friction and which are delighting customers. Continuous monitoring and adaptation are crucial.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

Calabrio

MARCH 25, 2025

Customer Experience Voice of the Customer Tools: 10 of the Best VoC Software Options in 2025 Share Speak to anyone in customer experience, research, or marketing, and they’ll tell you that the old model of one-way customer communication is outdated. Specific tools for customer review monitoring.

Software 130

Software Customer Journeys Tools Contact Center 130

BirdEye

OCTOBER 15, 2021

Attracting new customers is the obvious surface-level goal for any business. But, the reality is true growth is sustained by a focus on customer retention. Increasing customer retention by a mere 5% boosts profits by a whopping 25% to 95% ! So how do you go about increasing retention?

Customer Retention 98

Customer Retention Loyalty Communication Customers 98

InMoment XI

OCTOBER 23, 2024

Whether it’s agriculture, manufacturing, real estate, or healthcare, having a team of experts who are knowledgeable in that sector can significantly improve the customer experience. By providing industry-specific insights, whitepapers, or reports on market trends, you can establish yourself as an authoritative bank.

Banking 195

Banking Customer Experience Effort Score Financial 195

Retently

NOVEMBER 27, 2024

Analyzing Market Trends and Customer Behavior 2. Personalizing the Customer Journey 3. Building Customer Loyalty for Retention 6. Leveraging Social Media and Influencer Marketing 8. Dive deep into customer behavior and market trends to tailor strategies that resonate with your audience.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

BirdEye

MARCH 3, 2025

That seamless experience across both online and physical channels is what omnichannel marketing is all about. Customers now expect a smooth, connected experience no matter where they interact with a brandwhether thats on a website, social media, or in-store. Table of contents What is omnichannel marketing?

Omni-Channel 52

Omni-Channel Strategy Marketing Multi-Channel 52

Alida

JANUARY 10, 2018

It’s always been easier to keep existing customers than land new one, but keeping loyal customers doesn’t come without its own set of challenges. But marketers tend to have their own ideas about what drives customer loyalty, and those ideas don’t always mesh with what the customer is thinking.

Loyalty 127

Loyalty Marketing Net Promoter Score NPS 127

BirdEye

MARCH 3, 2025

That seamless experience across both online and physical channels is what omnichannel marketing is all about. Customers now expect a smooth, connected experience no matter where they interact with a brandwhether thats on a website, social media, or in-store. Table of contents What is omnichannel marketing?

Omni-Channel 52

Omni-Channel Strategy Marketing Multi-Channel 52

Experience Investigators by 360Connext

JANUARY 7, 2025

Your CX strategy should reflect where your organization currently stands with its customer experience and define a clear vision for where you can go next. A well-defined CX strategy can help you drive tangible business outcomes: Greater customer retention, a stronger brand reputation, and faster revenue generation.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

Kayako

AUGUST 12, 2022

The challenge for brands is ensuring that customer relationship management doesn’t suffer as online spending becomes the norm. Customers still want personalized service even if they aren’t coming into the store. Customers still want personalized service even if they aren’t coming into the store.

Customer Service 292

Customer Service Ecommerce Effort Score e-support 292

SurveySensum

OCTOBER 2, 2024

Customer Experience Management vs. Customer Relationship Management – What are the Key Differences? Good customer experience goes beyond a transaction — it’s about making your customers feel heard, valued, and understood. But as customer expectations evolve, so do the tools to manage them.

Customer Relationship Management 52

Customer Relationship Management Customer Experience Management Customer relationships Customer Journeys 52

BirdEye

JULY 5, 2023

And that is done with relationship marketing. This blog helps you grow your business with relationship marketing. Table of contents What is relationship marketing? Why does relationship marketing work? Why does relationship marketing work?

Examples 98

Examples Strategy Marketing Social Media 98

Experience Investigators by 360Connext

APRIL 23, 2024

By prioritizing the customer’s perception from pre-purchase to post-purchase stages, organizations are positioned to navigate the complex nature of consumer needs effectively. And they will be rewarded for that focus on the customer! Understanding Customer Experience Management (CEM) Let’s start at the beginning.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Joe Rawlinson

DECEMBER 13, 2018

Marketing has always been one of the most important business drivers, but it evolved in the last couple of decades just to grow bigger and more complex. The result is that now you can hardly win over new customers using generic messages, so it’s crucial to tailor offers and personalize content. Collect and Analyze Data.

Strategy 111

Strategy Marketing Social Media Consumers 111

InMoment XI

OCTOBER 4, 2024

Whether you are curious about other programs/ROIs, want to gain a better understanding of options in the market, or are insight-obsessed like us, you can gain unlimited access to all of our valuable calculators by simply entering your email. CXM will help you improve customer retention by giving you a better understanding of your customers.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

InMoment XI

JULY 12, 2023

Next, there is the consideration stage, which is how a customer is researching businesses like yours and trying to decide what product or service will work best for them. The purchase stage is next when customers finally make a decision and buy from you, which is followed by the post-purchase stage.

Customer Experience 195

Customer Experience Strategy Self Service Customer Journeys 195

InMoment XI

MARCH 21, 2025

It provides a wide range of insightscustomer sentiment, pain points, common concerns, market trends, and even agent performance. So you never have to guess what customers want, what drives them to action, or how well your teams meet their needs. Staying ahead of shifting customer needs and expectations helps you stay competitive.

Ecommerce 195

Ecommerce Trends Effort Score Sales 195

CSM Magazine

NOVEMBER 22, 2024

Enhancing Personalization In today’s world of business interaction, customers have become more personalized than before. Proactive Customer Service Understanding and meeting customer needs is crucial for keeping them loyal to a business.

Interaction 52

Interaction Software Management How To 52

CSM Magazine

OCTOBER 22, 2024

From chatbots that provide instant responses to customers to predictive algorithms that tailor product recommendations, AI is transforming how businesses meet customer needs efficiently and accurately. Companies can now track and analyze customer behavior to deliver tailored experiences.

Technology 52

Technology Customer Experience Omni-Channel Chatbots 52

Totango

MAY 24, 2022

Customer relationship management software is great for sales, but it isn’t a substitute for a customer success platform. A customer relationship management app is software used to store data about prospect and client interactions in a single database to support sales, marketing, and other business functions.

CRM 96

CRM Customer Success Customer Relationship Management Customer relationships 96

ShepHyken

DECEMBER 9, 2022

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. He shares how you can align your customer’s journey with their brand expectations. The customer journey is essential to any company’s success.

Customer Journeys 125

Customer Journeys Brands Sales Contact Center 125

Kayako

SEPTEMBER 9, 2022

Why Is It Important to Provide Conversational Customer Support? Conversational customer support is important to customer relationship management because the quality of the conversation defines a customer’s experience, which influences customer retention and loyalty.

Tips 156

Tips Customer Journeys Customer Service Omni-Channel 156

SurveySparrow

FEBRUARY 22, 2024

Customer retention is one of the crucial aspects of business. Since it’s plain as sky that it’s harder to acquire a new customer than to retain one, most companies go retention. Now, the next hurdle is finding the apt tool or software to help with retention. And that’s probably why you are here, right?

Customer Retention 52

Customer Retention Software Gamification e-support 52

Experience Investigators by 360Connext

OCTOBER 17, 2023

Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director. The one thing they all have in common?

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

CSM Magazine

OCTOBER 21, 2024

Customers appreciate when businesses cater to their unique preferences, whether through personalized email content, tailored recommendations, or customized product offerings. To deliver this level of personalization, invest in tools that allow you to collect and analyze customer data.

Tips 52

Tips Customer Experience Social Media Customer Centricity 52

Kayako

AUGUST 19, 2022

In terms of customer relationship management, when agents take note of the details about a customer’s situation relative to the call, they are gathering contextual data about the subject. Ideally, all customer information is available in one place via a single view dashboard. That makes sense, right?

Customer Experience 156

Customer Experience Customer Service Effort Score Self Service 156

Retently

MAY 31, 2024

A strong Customer Success team optimizes your company for listening, learning, and empathizing with your customers. This team will be the key to receiving useful customer feedback , discovering product flaws, and understanding the gap between vision and market need.

Customer Success 142

Customer Success Management Net Promoter Score Feedback 142

CSM Magazine

OCTOBER 24, 2024

By gaining insights into customer preferences, businesses can improve their services and increase customer retention rates over time. Revenue management software used for recurring income taps into data to predict trends.

Software 52

Software Management Customer relationships Trends 52

Comm100

MARCH 8, 2017

Follow her today on Twitter to make sure that your company is doing everything it can to improve the experience and the lives of its customers. Shapiro is a customer retention expert, who founded The Center for Client Retention. His areas of expertise include customer experience, marketing, social media, and the Cloud.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Vonage

MARCH 26, 2018

In today’s super-competitive retail environment, companies that help their sales teams manage customer relationships effectively tend to find more success than those that don’t. However, despite the benefits, some sales reps still view these systems as tools that benefit management much more than themselves.

Sales 120

Sales Tips CRM System 120

SurveySensum

DECEMBER 27, 2024

Acquiring new customers is essential for growth, but retaining your existing ones is not only more cost-effective – its a proven way to boost profits. In fact, by increasing the customer retention rate by 5% , businesses find that they can grow their profits anywhere between 25-95%.

Technology 52

Technology Call Center Customer Satisfaction CRM 52

Optimove

JULY 22, 2024

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: A CRM (Customer Relationship Management) Marketing strategy ensures brands deliver personalized, relevant communications for each customer’s journey. Discover which level you are on and how you can move up.

CRM 52

CRM Tips Strategy Marketing 52

PeopleMetrics

DECEMBER 12, 2017

“Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right?”. While it may be true that at their core, both systems revolve around the key interactions a customer has with your brand, CRMs and CEMs serve distinctly different purposes and operate from two contrasting angles.

CEM 84

CEM CRM Customer Relationship Management Customer relationships 84

delighted

JUNE 21, 2024

Comprehensive integrations are essential for ecommerce companies, especially when it comes to managing the ongoing connection between a business’ front-end (like their website) and back-end (like their customer relationship management, or CRM, software).

Ecommerce 77

Ecommerce CRM Customer Relationship Management Omni-Channel 77