InMoment XI

OCTOBER 3, 2024

Customer retention is your organization’s ability to keep your existing customers coming back to you over a set period. This is a key indicator of your organization’s customer loyalty and success in building lasting customer relationships. Why is Customer Retention Important?

Customer Retention 195

Customer Retention Strategy Guest Experience Loyalty Programs 195

InMoment XI

MAY 18, 2022

The result is both a meaningfully improved experience and saved customer relationships. So, without further ado, let’s go over how your organization can ensure it’s eliminating friction across your customer journey. How Can You Eliminate Friction in the Customer Journey?

Customer Journeys 397

Customer Journeys How To Touchpoint Infographics 397

Influitive

OCTOBER 30, 2015

Then, identify where gaps and overlaps exist in the customer’s existing tech stack to assess how your product or service will truly benefit them. Chandar says this will create a genuine, emotive connection that is key to building successful long-term customer relationships. Focus on customer interaction.

Customer relationships 79

Customer relationships Video Engagement Marketing 79

Optimove

OCTOBER 29, 2024

By carefully balancing communication frequency and delivering meaningful content, brands can forge strong, long-lasting customer relationships. eBook: 9 Creative Email Tactics Download this eBook to find new ways to “wow” customers and cut through the clutter with engaging, relevant emails.

Trends 52

Trends Marketing eBook Consumers 52

Optimove

FEBRUARY 22, 2024

Stay in touch Be the first to know all about the latest Marketing tips & tricks, Industry special insights and more The challenge Due to its demanding, fashion-forward customers, Terminal X sought a smart and innovative Customer Relationship Management (CRM) platform to help it achieve its marketing goals.

Sales 69

Sales Multi-Channel Fashion eBook 69

InMoment XI

JUNE 28, 2022

The firm launched more transaction-based listening programs to gather real-time customer feedback and serve as the collective core of its updated CX program. The brand also increased its customer base by 31 percent and identified specific areas for improvement and expansion based on customer feedback.

Financial 221

Financial Brands Customer Experience eBook 221

ChurnZero

MARCH 31, 2020

7 Key Takeaways from ‘Fortifying Customer Relationships During COVID-19’ Webinar. During this time of economic instability, it’s critical that Customer Success teams protect and provide business continuity to their customers. Customer Success (CS) teams are undergoing a painful growth spurt—maturing out of their ill-?t

Customer relationships 72

Customer relationships Leadership Customer Success Communication 72

Interactions

NOVEMBER 11, 2024

This means ensuring that empathy is embedded in every customer interaction. As she explained, effectively managing customer relationships isn’t just about using the latest tools—it’s about creating a customer-first mindset across the organization. This is the key to building deeper, more meaningful customer relationships.

Retail 62

Retail Competitive Advantage eBook Contact Center 62

InMoment XI

AUGUST 22, 2022

When you lose an employee: You Lose: Existing Customer Relationships: When you lose a customer-facing employee like a salesperson or an account manager, you can also lose their contacts and relationships. Check out this free eBook! Take the example of an auto dealership.

Employee Experience 195

Employee Experience eBook Employee Engagement Call Center 195

CSM Magazine

APRIL 11, 2024

Sabio Group, the digital experience transformation services specialist, has launched a new e-book which takes a deep dive into the role that Customer Relationship Management (CRM) systems play in shaping and orchestrating modern customer journeys.

CRM 52

CRM e-support Customer Experience eBook 52

ClientSuccess

AUGUST 17, 2022

As a CSM, you know that the holy grail of any customer relationship is strong loyalty and, ultimately, long-term retention. But how do you get to this level with a customer? Simply put, you cannot have customer loyalty without customer retention and improve customer retention without loyal customer relationships.

Loyalty 82

Loyalty eBook Customer Retention Customer relationships 82

Interactions

MARCH 11, 2022

Looking at the big picture, we know that all these terms have something to do with the relationship between a business and their customers. This concept in itself, a customer relationship, is what strong brand loyalty is built upon. Customer service/customer support. Let’s explore the terms. .

Customer Experience 106

Customer Experience Customer Service Customer Journeys eBook 106

Team Support

NOVEMBER 30, 2023

Although hiring staff can be costly, companies can’t afford to skip it if they are concerned about customer satisfaction. Case management continues to play a critical role in preserving customer relationships while also feeding the product development process. Interested in learning more?

Omni-Channel 106

Omni-Channel Customer Service How To eBook 106

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. From a ruined reputation to a lost lifetime of sales to a never-ending cycle of replacing old customers, the cost is considerable.

Lifetime Customer 299

Lifetime Customer Contact Center Poor Customer Service eBook 299

ChurnZero

MARCH 1, 2024

Discover how to manage introductions, maintain trust, and prevent disruptions to the customer relationship. Reengage a disengaged customer Revitalize relationships with customers who have become inactive. Introduce a new CSM to an existing account Ensure a seamless transition when a new CSM takes over an account.

Customer Success 52

Customer Success Net Promoter Score Multi-Channel eBook 52

ChurnZero

APRIL 12, 2022

Definition of a chief customer officer. What is a chief customer officer ? A CCO is an executive in charge of managing the organization’s customer relationships. They often provide unifying leadership to different areas of your business that are involved in customer contact. Chief customer officer job description.

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Touchpoint Leadership 98

Interactions

JULY 22, 2022

Learn more about how Conversational AI can optimize labor and save money in our eBook. Mapping the customer journey is a valuable tool to identify where your contact center may need improvement (especially in preparation for future uncertain events). Businesses that keep customer relationships a priority outcast those who don’t.

Contact Center 62

Contact Center Self Service eBook Customer Journeys 62

ClientSuccess

JANUARY 30, 2023

Natural indicators that your model needs refinement include shallow customer relationships, overworked CSMs, lack of insights and knowing the true pulse of your customer base, and an increase in customer churn. Now that you understand the three factors, you can set thresholds or review points for each.

Customer Success 70

Customer Success eBook Customer relationships ROI 70

SurveyGizmo

NOVEMBER 4, 2021

Please download our CX Predictions for 2022 ebook for our full report. Some experts encourage a return to marketing basics to improve brand-customer relationships. At Alchemer, we recommend making that brand-customer relationship your highest goal. This is part 1 in a 5-part series. COVID killed brand loyalty.

Loyalty 95

Loyalty Brands eBook Loyalty Programs 95

ClientSuccess

OCTOBER 5, 2021

If your customers start to go dark, back out of meetings unexpectedly, or miss key project milestones, then you may want to start looking into if something is wrong. Don’t forget that it’s okay to bring up the sentiment on calls with customers to talk through any red flags or dips you may be seeing in the data.

Customer Success 72

Customer Success eBook Customer relationships Metrics 72

ClientSuccess

JANUARY 24, 2023

Metrics That Indicate Customer Health It is essential to track multiple metrics to provide the needed information about how customers interact with your company.

Metrics 89

Metrics eBook NPS Customer Success 89

Gainsight

JANUARY 4, 2021

As we embark on the New Year, now is the perfect time to catch up on Gainsight’s Customer Success resources from 2020. We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Customer Onboarding: From Implementation to Time to Value. Customer Experience.

Resources 111

Resources Customer Success eBook Multi-Channel 111

GetFeedback

DECEMBER 26, 2018

Business is built on customer relationships, and brand perception sets the tone. Learn how modern companies integrate customer experience surveys with Salesforce to improve customer experience. Download the new ebook to learn more. As Brandwatch points out , companies don’t control brand perception—consumers do.

Measurement 262

Measurement Brands Net Promoter Score Social Media 262

ClientSuccess

JANUARY 12, 2022

Keeping executive contacts in the loop on customer situations is a critical part of setting up customer success as a company-wide initiative and ensuring that every department – from marketing to finance – is fully aware of customer relationships and how your customers are driving your company forward. .

Customer Success 75

Customer Success eBook Measurement Leadership 75

Beyond Philosophy

MARCH 21, 2024

Moreover, you should inform your customers that you have a plan. This forethought works wonders for your customer relationships, even if it feels counterintuitive. The Service Recovery Paradox occurs when a service failure improves customer relationships. Most customers understand that things go wrong.

Telecommunications 78

Telecommunications Customer relationships Communication eBook 78

ClientSuccess

JUNE 22, 2022

This overarching question made our team at ClientSuccess go back to the basics of customer success to determine what exactly goes into every customer relationship that ensures retention, satisfaction, and ongoing loyalty. Here is the tried and true recipe: trust + communication = customer loyalty.

Loyalty 52

Loyalty eBook Customer relationships Customer Retention 52

ClientSuccess

FEBRUARY 14, 2023

Making an apology to customers after things go wrong is positively related to satisfaction with restoring the customer relationship. Do you have a process in place so your customer success team can work quickly and effectively to restore customer relationships – and maybe even improve the relationship in the process?

Customer Success 80

Customer Success Customer Journeys eBook Exercises 80

ClientSuccess

NOVEMBER 2, 2022

But customer satisfaction is another side to the CSM role that has become increasingly important over the last few years. SaaS organizations are focusing more on maintaining and cultivating long-term customer relationships than ever before, and CSMs are at the forefront of these efforts. Toolkit: Churn Management Toolkit.

Customer Retention 70

Customer Retention Tips Effort Score eBook 70

ClientSuccess

DECEMBER 19, 2022

This playbook should include information on how to provide product demonstrations, provide resources to customers for self-help, and connect customers with experts in the company when necessary. Playbooks can save time and help CSMs provide customers with the best experience possible. Toolkit: Customer Onboarding Toolkit.

eBook 72

eBook Resources Customer Success Training 72

GetFeedback

DECEMBER 21, 2018

You’ll quickly gain visibility around customer preferences, and you can use that to make future decisions around strategy. Cultivate customer relationships. Brands are in the business of relationships, not the business of sales. Your customer relationships need to be mutually beneficial.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Gainsight

OCTOBER 17, 2022

At Gainsight, we believe that truly durable growth is built on strong customer relationships. Taking care of your customer base not only maintains revenue streams during lean times, it can actually drive expansion. That’s why customer success and product experience become core competencies during a downturn. .

Chief Customer Officer 59

Chief Customer Officer Customer Centricity eBook Customer Success 59

ClientSuccess

MAY 3, 2022

In the world of customer success, robust, fully realized customer relationships don’t just happen overnight. Instead, CSMs must make clear, focused decisions to build loyalty and trust at every customer lifecycle stage. . For CSMs and their customers, nothing beats a first impression. Want to learn more?

Loyalty 52

Loyalty eBook Customer relationships Resources 52

ClientSuccess

AUGUST 2, 2021

From the beginning of a customer relationship, CSMs should look for every opportunity to develop this kind of partnership to always feel trusted and respected. eBook: 8 Ways To Ensure That Your Startup Is Customer Success Focused.

eBook 68

eBook Customer relationships Customers Tips 68

Vonage

AUGUST 7, 2017

Customers will never, ever, discount these moments of connection, no matter how they disregard other improvements you’ve made to the customer experience. Because customers are humans—non-objective, but wonderful humans, after all. Read the entire story – and see the photos – here.).

Customer Service 240

Customer Service How To Omni-Channel eBook 240

ClientSuccess

FEBRUARY 22, 2023

Therefore, it’s essential to define these functions within your internal teams, with your customers, investors, advisors, and anyone else who interacts with your company to ensure that the roles are clear and the goals are measurable.

Customer Success 70

Customer Success First Call Resolution eBook Customer Satisfaction 70