inQuba

MARCH 12, 2025

By leveraging emotions, companies can drive brand loyalty, increase sales, and enhance customer retention. However, measuring the Return on Investment (ROI) of emotional marketing efforts can be challenging. Conclusion Emotional marketing offers a powerful way to connect with customers and drive business outcomes.

ROI 52

ROI Customer Retention Connections Measurement 52

Experience Investigators by 360Connext

APRIL 23, 2024

CEM involves strategic planning and execution that help an organization track, oversee, and organize interaction between a customer and the organization throughout the customer lifecycle. (Is Is this the same as Customer Relationship Management, or CRM? Key Metrics and Steps to Consider for Measuring ROI 1.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

eglobalis

OCTOBER 9, 2024

Would a workaround or alternative solution better suit the customer? Gauge the ROI of the Feature Next, determine the potential return on investment (ROI) for the requested feature. Will this new feature attract more business or improve customer retention? Will it open new market opportunities?

Feedback 513

Feedback ROI Innovation B2B 513

BlueOcean

OCTOBER 21, 2024

TL;DR: With every customer loss, you’re missing out on prospects and falling short of your lifetime customer value potential. It’s worth mentioning that many customer relationships can be saved even after a bad experience with the actual product or service, particularly if they choose to contact a customer service rep.

Lifetime Customer 156

Lifetime Customer Poor Customer Service Social Media Customer Retention 156

InMoment XI

OCTOBER 24, 2024

What is the Difference Between a Customer Engagement Platform and Customer Relationship Management (CRM)? Debating the differences between customer engagement platforms and CRM systems is natural. InMoment has also been recognized for having the fastest ROI time, the best support, and the easiest to use.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

ECXO

MARCH 6, 2025

Meeting these elevated expectations is not just about customer satisfactionit directly impacts the bottom line. Research shows that B2B companies with superior customer experience achieve higher revenue growth, better customer retention, and lower service costs than their peers.

B2B 339

B2B Customer Journeys How To Effort Score 339

eglobalis

JULY 2, 2024

Despite its simplicity, more than 75% of organizations are projected to phase out NPS as a Measure of Success for Customer Service and Support by 2025, according to Gartner. Customer Lifetime Value (CLV) : Estimates revenue potential from a customer over their lifetime.

NPS 456

NPS Feedback Net Promoter Score B2C 456

InMoment XI

NOVEMBER 7, 2024

Did you know that 92% of customer relationship management (CRM) leaders say AI and automation have improved customer service response times? Setting up automated journeys, such as welcome emails and post-purchase follow-ups, helps increase engagement and build stronger customer relationships.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

ECXO

JULY 10, 2024

Gartner predicts that over 75% of organizations will move away from using NPS as a primary metric for customer service and support by 2025. The simplicity of NPS fails to capture the complexities of customer relationships and experiences, which are vital for improving satisfaction.

Metrics 374

Metrics Analysis Feedback NPS 374

Calabrio

MARCH 25, 2025

Growing in tandem along with the latest AI innovations busy transforming the role and capabilities of the modern contact center, todays VoC tools play a key part in shaping the future of customer experience, marketing, and beyond. HubSpot HubSpot is a leading customer relationship management (CRM) provider.

Software 130

Software Customer Journeys Tools Contact Center 130

BlueOcean

JANUARY 8, 2019

It’s worth mentioning that many customer relationships can be saved even after a bad experience with the actual product or service, particularly if they choose to contact a customer service rep. The Cost of Customer Retention vs Acquisition. If you’re ready to tackle the math, check out this post from Hubspot.

Lifetime Customer 299

Lifetime Customer Contact Center Poor Customer Service eBook 299

eglobalis

JUNE 27, 2024

Implementing Technology Solutions Investing in technology that enhances the customer experience is essential. Customer Lifetime Value (CLV): Estimates the total revenue a company can expect from a single customer account throughout its relationship. Article authored by Ricardo Saltz Gulko.

Strategy 455

Strategy Customer Experience Net Promoter Score Customer Centricity 455

Optimove

FEBRUARY 12, 2025

Discover the latest email strategies to grab the attention of your customers Download Now Why It Matters: The holiday season is critical for retailers as it often brings a surge in sales driven by new and one-time shoppers. Learn more about automated customer retention here. #6.

Customer Retention 52

Customer Retention Strategy Loyalty Programs eBook 52

TechSee

OCTOBER 7, 2024

Today, we delve deeper into the tangible benefits that these technologies bring, focusing on hard Return on Investment (ROI) and sustainability impact. The fusion of financial and environmental gains through TechSee’s visual intelligence solutions is revolutionizing the way businesses operate and engage with customers.

ROI 124

ROI First Call Resolution Travel Return on Investment 124

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

InMoment XI

JANUARY 12, 2023

Cross-selling and upselling have formed the bedrock of brand aspirations for their existing customer base for a long time now. Next, it’s vital to take the long view when looking at your customer relationships. without considering what seeds to plant for even more success tomorrow.

Social Media 397

Social Media Tips Customers Customer Retention 397

eglobalis

JULY 31, 2024

By analyzing social media interactions, companies can gain valuable insights into customer opinions, preferences, and emerging trends, allowing them to adapt their strategies accordingly and foster stronger customer relationships. Continuous Personalization Customers expect personalized interactions at every touchpoint.

Customer Experience 430

Customer Experience Social Media Analytics Chatbots 430

ECXO

JULY 29, 2024

Implementing Technology Solutions Investing in technology that enhances the customer experience is essential. Customer Lifetime Value (CLV) : Estimates the total revenue a company can expect from a single customer account throughout its relationship. Article authored by Ricardo Saltz Gulko.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

Totango

OCTOBER 2, 2020

Equipped with the knowledge provided by customer data, you can help your customer survive tough times by offering practical solutions that add value and ultimately contribute to customer retention during economic downturns — even ones caused by a pandemic. Customer Retention Is Your Future.

Customer Retention 118

Customer Retention Effort Score Customers Resources 118

InMoment XI

OCTOBER 4, 2024

Managing this experience through a customer-centric approach can help businesses strengthen their customer relationships for long-term success. What is Customer Experience Management? To grasp customer experience management, it’s essential to first understand customer experience itself.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

SurveySensum

AUGUST 26, 2020

Why do you need to measure the ROI of your CX program? . CX leaders often face challenges in quantifying the ROI of their CX program to make a strong business case for the boardroom. CX leaders often face challenges in quantifying the ROI of their CX program to make a strong business case for the boardroom. Customer Retention

ROI 98

ROI Effort Score e-support Metrics 98

Pointillist

JUNE 15, 2018

Much of the marketing world is still focused on customer acquisition, but to improve customer retention will yield f ar better ROI and cost about 5-25X less than customer acquisition. What is Customer Retention? Why Customer Retention Matters. My Customer Retention ?

Customer Retention 110

Customer Retention Analytics Loyalty Programs Customer Journeys 110

NobelBiz

NOVEMBER 13, 2023

As businesses prioritize customer satisfaction, understanding the nuances of measuring Customer Experience Return on Investment (CX ROI) has emerged as a strategic imperative. The capacity to measure and quantify the return on investment (ROI) of CX initiatives is critical for businesses to thrive.

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

Totango

FEBRUARY 12, 2025

For enterprise organizations, managing customer relationships is far from simple. The scale of operations, diversity of customer needs, and complexity of organizational structures create unique challenges. Yet, one constant remains critical understanding customer health. A robust customer health model offers a solution.

Effort Score 62

Effort Score ROI Metrics Customer relationships 62

Retently

NOVEMBER 27, 2024

AI-powered strategies amplify these results, with 92% of retailers reporting positive ROI. Because personalized shopping experiences make customers feel seen and valued, which leads to higher engagement and repeat purchases. Take, for example, a skincare brand using a quick survey to identify a customer’s skin type.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

CCO Council

MAY 13, 2014

In my previous post I described the historical retrospective approach whereby incremental per-customer or per–segment revenue gains are correlated with increasing loyalty and engagement. Expected change in customer value is another valuable means of demonstrating ROI.

Customer Centricity 85

Customer Centricity ROI Measurement Chief Customer Officer 85

CSM Magazine

JANUARY 21, 2025

Customer Satisfaction Score (CSAT) :CSAT surveys ask customers to rate their satisfaction with a specific interaction or overall experience, offering direct feedback on the quality of customer service. doing so, they not only foster lasting customer relationships but also secure a competitive edge.

Loyalty 52

Loyalty Customer Service Net Promoter Score ROI 52

One Millimeter Mindset

DECEMBER 19, 2018

These 18 ways create a more effective customer retention strategy. Or a sales engineering professional, a customer service professional, or any other professional engaged in acquiring and retaining customers. That habit creates a set of behaviors and expectations which impact how we best serve customers.

Customer Retention 73

Customer Retention Strategy Return on Investment Sales 73

LoyaltyPlus

JUNE 27, 2019

With a better understanding of the collected data, companies can improve their products, services or investments and customer relationships through predictive marketing and communication. The benefits of consumer intelligence are endless: from increased store sales to increased profit margin and also the increase of customer retention.

ROI 70

ROI Data Analysis Loyalty 70

BlueOcean

OCTOBER 21, 2024

TL;DR: With every customer loss, you’re missing out on prospects and falling short of your lifetime customer value potential. Its worth mentioning that many customer relationships can be saved even after a bad experience with the actual product or service, particularly if they choose to contact a customer service rep.

Lifetime Customer 156

Lifetime Customer Poor Customer Service Social Media Customer Retention 156

InMoment XI

DECEMBER 13, 2024

As a result, teams can make informed decisions on improving customer relationships and resolving issues. They monitor customer experience KPIs like Net Promoter Score (NPS), Customer Effort Score (CES), and resolution time. As a result, they gain actionable insights into boosting customer retention and loyalty.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

Totango

FEBRUARY 5, 2019

We believe in data-driven, proactive customer success that lets you take control of your churn risk and strengthen your customer relationships. Reducing churn in this customer-centered subscription economy means placing the customer at the center of everything you do. Maximizing Post-Sale Customer Management.

ROI 76

ROI Customer Success Strategy Effort Score 76

Alida

JUNE 30, 2017

Reinvent the brand-customer relationship. To remain ahead in the luxury market, Cadillac is putting customers in the driver’s seat and accelerating its efforts to improve the end-to-end experience. The purpose, saysEric Angeloro, is to deliver insight that informs customer-centric decision-making and strategy.

Automotive 138

Automotive Industry How To Customer relationships 138

Totango

NOVEMBER 19, 2019

Enterprises invest time and money delivering value to customers, and ROI returns often come in the form of recurring revenue from renewals and upsells. ROI is now an outcome of the customer experience, and the best way to boost customer success ROI is to streamline those efforts using targeted best practices. .

ROI 64

ROI Customer Success How To Customer Centricity 64

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. Reinforce and reward compliance with the SOPs for customer service to habituate the capture and creation of contextual data.

Customer Experience 156

Customer Experience Customer Service Effort Score Self Service 156

PeopleMetrics

FEBRUARY 4, 2025

The challenge now is keeping momentum, demonstrating ROI, and continuously refining the program. How AI is Helping in the Optimization Phase: Linking VoC to Business Metrics AI can analyze how customer experience impacts revenue, churn, and long-term loyalty, helping CX leaders prove the financial impact of VoC.

Effort Score 62

Effort Score Touchpoint Financial Hotels 62

CustomerSuccessBox

MARCH 25, 2022

Then while considering customer acquisition cost (CAC) why miss out on customer retention cost (CRC)? They both are of equal significance and when the matter is to retain your loyal customers to have repeat business with you, this metric needs a bit of attention as well. About customer retention cost.

Customer Retention 52

Customer Retention Metrics Customers Comparison 52