Totango

AUGUST 29, 2019

When you retain a customer, you’ve won a valuable patron who will be far likelier to want future sales or try new products. . So, don’t focus solely on hunting up one-time customers. Apply a few key customer retention optimization strategies to build deep, lasting customer relationships.

Customer Retention 88

Customer Retention Strategy Customer Centricity Customer Journeys 88

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. How to build and grow a digital customer community.

How To 52

How To Roadmap Self Service Gamification 52

Calabrio

MARCH 22, 2025

These clearly defined objectives provide a roadmap for your team, ensuring everyone understands what success looks like and how to achieve it. Customer Satisfaction (CSAT): Measures customer satisfaction with the service provided. Net Promoter Score (NPS): Measures customer loyalty and advocacy.

Contact Center 130

Contact Center Management Strategy Call Center 130

Lumoa

FEBRUARY 9, 2023

software bug fixes, wrong information corrected on the website) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Lumoa

AUGUST 23, 2021

New ways of interacting with customers A recent study from CMO found that 84% of companies were using social media for brand building and more than 54% have used it for customer retention. However, customers say that most companies fall short when it comes to meeting their expectations.

Customer Experience 221

Customer Experience Social Media Video Customers 221

Experience Investigators by 360Connext

JUNE 22, 2021

Five ways to understand at-risk customers. You may not be able to stop all of your at-risk customers from leaving you, but you can learn a lot about how to avoid putting future customer relationships at risk! Identify what happens when a customer defects. Seek feedback when a customer leaves.

Customer Journeys 297

Customer Journeys e-support Customers Loyalty 297

Retently

NOVEMBER 27, 2024

It’s like a roadmap that shows where things are working – and where they’re not. Take, for example, a skincare brand using a quick survey to identify a customer’s skin type. Similarly, integrating a Customer Relationship Management (CRM) system allows brands to centralize customer interactions and enhance personalization.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

Experience Investigators by 360Connext

OCTOBER 17, 2023

Identify Business Outcomes Before presenting the business case for CX efforts, it is important to identify the specific business outcomes that will be impacted by improved customer experience. These outcomes can include increased customer retention, higher customer lifetime value, and improved brand reputation.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

InMoment XI

DECEMBER 7, 2023

The specific, contextual feedback that users provide in a PSAT survey helps to prioritize a roadmap of product improvements. Customer Effort Score (CES) Customer Effort Score (CES) surveys ask the customer, “How much effort did you have to expend to handle your request?” This is scored on a numeric scale.

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 195

Gainsight

OCTOBER 5, 2022

And we’d like to take that idea one step further—during an economic downturn it is vital that customer success teams continue to proactively build relationships. With new sales stagnant or declining, SaaS companies have to be laser-focused on customer retention, advocacy, and expansion to buck the downtrend and maintain growth.

Customer relationships 59

Customer relationships Roadmap Customer Success eBook 59

SurveySensum

DECEMBER 22, 2022

And that’s why 82% of companies say that retaining a customer is less expensive than acquiring a new one. That’s why focusing on customer retention is important and a lucrative VOC program helps you achieve it. . Let’s deep dive into this and understand how you can use the VOC program to improve customer retention.

Customer Retention 52

Customer Retention Customer Success Loyalty Programs Social Media 52

Optimove

MAY 30, 2023

The results revealed that 54% allocated more than half their marketing budget to new customer acquisition, versus 13% allocated more than half their budget to customer retention. The remaining 33% of respondents said they split the acquisition/retention budget equally.

B2C 93

B2C Survey Multi-Channel Marketing 93

Customer Bliss

AUGUST 3, 2018

“A very small increase in customer retention can yield a huge impact on profitability.” How Net Promoter Companies Thrive in a Customer-Driven World. Rob Markey is a partner at Bain & Company and leads the customer strategy and marketing practice.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

PeopleMetrics

FEBRUARY 26, 2018

It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS). If you are focused on customer retention, then you need to know the answer to?the

NPS 96

NPS Net Promoter Score Company Roadmap 96

CustomerSuccessBox

DECEMBER 4, 2018

That means the customer needs to renew their contract more than once. Without a high customer retention rate, a SaaS company will shut down, no matter how great the other metrics are. You may believe that if the customer does not have any problem, the customer will renew the contract. Are you ready?

Customer Retention 40

Customer Retention Effort Score Case Study Customer Success 40

Thematic

MARCH 30, 2025

It’s the continuous process of collecting, analyzing, and acting on customer feedback to enhance satisfaction and drive business growth. If done right, it helps create better products, services, and stronger customer relationships. Encourage employees to think “customer first” when making decisions.

Feedback 62

Feedback Effort Score Analysis Customer Centricity 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

TeamSupport

SEPTEMBER 28, 2018

The longer a SaaS company retains a customer, the easier it is to maximize their revenue from the relationship. A SaaS company with a high churn rate is often missing a key component of customer success. In addition, the needs and wants of your current customers are often aligned with what your prospects are looking for.

Customer Success 80

Customer Success Company Roadmap Communication 80

Education Services Group

MAY 28, 2021

Either way, there are benefits to doing this at the beginning of the customer relationship and involving sales in the process. If they share the management of the customer relationship with the CSM during the sales process, the CSM can help support the customer early on and even assist in a quicker sales conversion.

Customer Success 98

Customer Success Sales Customers Roadmap 98

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. She has a proven record implementing customer-focused retention and growth strategies for cloud-based global tech companies. Follow Charlie on LinkedIn. .

Customer Success 98

Customer Success Chief Customer Officer Leadership Healthcare 98

BirdEye

APRIL 17, 2023

It allows companies to leverage customer relationships to create a steady revenue stream. It also enables customers to automatically and conveniently repurchase a product or service they want to continue using. Some of the effective customer retention strategies to consider include: Offer omnichannel customer support.

Customer Retention 98

Customer Retention Consumers Tips Sales 98

Totango

FEBRUARY 5, 2019

Fear of customer churn can make you feel you’re standing above a trap door, like the floor could fall away at any moment. We believe in data-driven, proactive customer success that lets you take control of your churn risk and strengthen your customer relationships. Maximizing Post-Sale Customer Management.

ROI 76

ROI Customer Success Strategy Effort Score 76

ChurnZero

FEBRUARY 25, 2020

Customer retention and churn prevention starts at the beginning of a customer’s journey with your company in onboarding. This crucial first interaction time between you customer, your product and your team establish the groundwork that can jumpstart success or accelerate failure. . Customer Success Around the Web.

Customer Retention 59

Customer Retention Return on Investment eBook Roadmap 59

delighted

MARCH 24, 2020

Staffing requirements get evaluated, product roadmaps further prioritized, tools cut, and marketing spend trimmed. However, there is one area that absolutely should not be compromised: the customer experience. The urgency to listen, respond, and care for your customers intensifies.

Customer Retention 42

Customer Retention Customer Experience How To NPS 42

InteractionMetrics

FEBRUARY 20, 2025

The result is a clear roadmap to improvement for your company. A well-trained frontline team can turn a negative experience into a positive one, creating opportunities to build stronger customer relationships. Retention rate: A high NPS should ideally reflect strong customer retention.

NPS 52

NPS Net Promoter Score Strategy How To 52

SurveySensum

JULY 11, 2023

Now you’d be satisfied to know the delivery status and how the customer agent handled your concern. This is how effective communication builds trust and strong customer relationships. This is how they boost customer loyalty by creating a sense of value and incentivizing repeat visits. How do they do it?

Brands 83

Brands Customer Experience Effort Score Rewards Programs 83

Retently

MARCH 18, 2024

Service survey questions effectively uncover customer expectations, allowing businesses to assess whether they are successfully meeting these benchmarks. Moreover, engaging customers directly for their feedback confirms that their input is valued, which can lead to improved loyalty and higher customer retention rates.

Survey 119

Survey Customer Service Strategy Effort Score 119

Gainsight

JUNE 11, 2021

ONE Powerful Word That Can Transform Your Customer Relationships with the incredible Nils Vinje, Founder and CEO at Glide Consulting and 30 Day Leadership. Start the kick-off asking the customer to commit resources and time. Major Takeaways: Customer Acquisition Costs (CAC) are at negative margins until the renewal.

Chief Customer Officer 91

Chief Customer Officer Handbook Customer Success Knowledge Base 91

ChurnZero

SEPTEMBER 25, 2020

Since Customer Success teams’ daily work revolves around customers and their ever-evolving needs, formalizing the feedback process helps bring order and balance to the constant stream of incoming demands and requests. Long-term Customer Success is all about reducing friction in customer relationships.

Customer Centricity 76

Customer Centricity Customer Success How To Roadmap 76

Strativity

APRIL 27, 2023

This can only be done by owning the customer relationship. To get there, restaurants need to embrace change as a constant and then optimize, roadmap, and even blow some things up in order to respond faster and exceed customer needs. It’s time to take back your margin. That’s not the case.

Strategy 52

Strategy e-support Roadmap Customer relationships 52

Strativity

APRIL 27, 2023

This can only be done by owning the customer relationship. To get there, restaurants need to embrace change as a constant and then optimize, roadmap, and even blow some things up in order to respond faster and exceed customer needs. It’s time to take back your margin. That’s not the case.

Roadmap 52

Roadmap Customer relationships Brands e-support 52

Call Experts

APRIL 8, 2024

The customer journey allows businesses to identify potential gaps or inconsistencies in their customer interactions. By addressing these gaps and ensuring a consistent experience across all touchpoints, businesses can create a positive and cohesive journey that strengthens customer relationships and encourages repeat business.

Contact Center 52

Contact Center Customer Journeys Call Center Touchpoint 52

Amity

MARCH 19, 2014

In a subscription-based company, there are several key metrics that need mastering and amongst those are the primary drivers to create a Customer Success organization: Customer Retention & Renewal. Customer Growth & Expansion. Customer Satisfaction & Reference testimonial. Customer and CSM Onboarding.

Customer Success 54

Customer Success Leadership Metrics Customer Satisfaction 54

Retently

MAY 2, 2023

Example of CES survey These surveys provide immediate actionable feedback every SaaS company needs to boost retention and inform their product roadmap. In addition, every department, be it customer success, product, or support teams, can leverage them by triggering survey campaigns at specific stages in the customer journey.

Customer Journeys 133

Customer Journeys Survey Effort Score NPS 133

ChurnZero

JANUARY 17, 2020

This could mean that your customer isn’t realizing the full value of your product. . This same customer data can prove valuable for both your product and development teams, especially when your team is creating a product roadmap. . . “We Are customers exporting large amounts of data from your product ?

Tips 72

Tips Metrics Customer Success Effort Score 72

Gainsight

AUGUST 31, 2020

Gainsight has helped ServiceChannel further enrich their customer relationships and improve their CS motion. Their commitment to understanding the real voice of the customer is reflected in ServiceChannel’s position as a category leader and their most recent survey results. . We also built out the team.

NPS 52

NPS Effort Score Survey Roadmap 52

Education Services Group

JANUARY 28, 2022

The reality, though, is that sure, when you’re making a product roadmap decision, you do need someone who can interpret a customer problem and translate it into the correct product. and “what should our content roadmap be?” and “what types of customers should we be targeting?”. That’s so obvious!”

Roadmap 52

Roadmap Customer Success Feedback Report 52