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

InMoment XI

OCTOBER 3, 2024

It is increasingly expensive and difficult to improve customer acquisition, which means that it is just as important to keep your current customers happy. Focusing on customer retention will help your organization reduce costs and increase revenue. What Is Customer Retention?

Customer Retention 195

Customer Retention Strategy Guest Experience Loyalty Programs 195

Happy or Not

DECEMBER 9, 2024

At HappyOrNot, we understand that the key to boosting customer retention is effectively using feedback analytics. Feedback insights help craft a customer retention strategy that keeps loyal customers happy as well as attracts new ones.

Customer Retention 36

Customer Retention Analytics Feedback Analysis 36

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

TechSee

APRIL 3, 2018

It is well known that the acquisition costs of converting new customers far outweigh the cost of maintaining current customers, further motivating companies to find and implement innovative customer retention strategies. Technology – key to successful customer retention strategies.

Customer Retention 141

Customer Retention Technology Strategy Analytics 141

eglobalis

DECEMBER 4, 2024

CX Drives Innovation in Product and Service Design CX professionals play a critical role in gathering and interpreting customer feedback and data, which informs and help create product and service innovations. Example: Microsoft relies on its customer success teams to gather feedback on its Azure platform.

B2B 419

B2B Culture Government Innovation 419

Feedbackly

OCTOBER 10, 2024

At Feedbackly, our mission is to empower you to create the happiest customers in the world. It’s the “brain” that understands the full context of your customer feedback. This tool works hand-in-hand with your main KPIs, such as EVI and NPS, to give you a more comprehensive view of customer experience.

Analysis 52

Analysis Feedback Meeting NPS 52

Retently

MAY 9, 2024

Boosting your B2B customer retention rates is incredibly important for nurturing a sustainable business. It’s a thrill to land a new customer, no doubt. Many companies get caught in this cycle because they prioritize new customer acquisition so heavily that they overlook how many customers they’re losing along the way.

Customer Retention 119

Customer Retention B2B Customer Journeys Loyalty Programs 119

InMoment XI

OCTOBER 23, 2024

Introduce loyalty programs to reward long-term customers for their continued use of your banking services. By offering benefits like cashback offers, you can drive both customer satisfaction and loyalty. Moreover, these initiatives can also help encourage feedback to accomplish your customer experience management goals.

Banking 195

Banking Customer Experience Effort Score Financial 195

InteractionMetrics

MARCH 27, 2025

What Is Customer Retention and Why Does It Matter? Customer retention might sound like fancy business jargon, but really, it’s just the art of keeping your customers happy enough that they stick around. Thats customer retention at workusing incentives and positive experiences to keep you coming back.

Customer Retention 52

Customer Retention Strategy How To Net Promoter Score 52

Retently

MAY 31, 2024

The Connective Tissue of a Company The first non-technical hire you make needs to be in Customer Success. Customer Success is the bridge between what your company does and what your customers need you to do. They offer a look into the minds of your customers and can shape the direction of your entire firm.

Customer Success 142

Customer Success Management Net Promoter Score Feedback 142

AskNicely

AUGUST 17, 2018

And 23% of CEOs list customer service as one of their top three business priorities. Savvy CEOs understand that growth and employee engagement can be created by listening to customer feedback while following one guiding principle: Be customer obsessed. This creates an emotional bond between the customer and your brand.

Competitive Advantage 150

Competitive Advantage Feedback Net Promoter Score NPS 150

SurveySensum

DECEMBER 30, 2024

ChurnZero B2B, SaaS Proactive customer engagement with real-time interactions Automated health score monitoring for predictive insights Data-driven decisions with key CX metrics Automated playbooks for scalable engagement $12,000 annually 4.7 Best Features User-friendly design for easy survey creation, customization, and deployment.

Customer Success 52

Customer Success Customer Journeys Multi-Channel NPS 52

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases, follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Experience Investigators by 360Connext

DECEMBER 10, 2024

Defining What Customer Experience ROI Looks Like There are countless ways to show the value of your CX efforts. Prioritize the onboarding and new customer experience. Speak with new customers to understand what support they need and identify how you can improve their experience to make it better. Showcase efficiency gains.

ROI 143

ROI Customer Experience Customer Journeys Effort Score 143

Kayako

AUGUST 21, 2018

What is customer retention? Simply put, customer retention refers to the strategies and tactics businesses use to encourage repeat purchases and ongoing loyalty from their existing customer base. That’s why customer retention is so vital for businesses of every stripe. Build a Customer Feedback Loop.

Customer Retention 123

Customer Retention Loyalty Strategy Loyalty Programs 123

ECXO

APRIL 18, 2024

posts header on ECXO The Story of Jose – A Tale About Customer Experience Once upon a time in the bustling city of Metropolis, there was an extraordinary lion named Jose. The product development team, once indifferent to customer feedback, started to pay more attention to it. But the change didn’t stop there.

Customer Experience 314

Customer Experience Customer Centricity Chief Customer Officer Culture 314

eglobalis

SEPTEMBER 16, 2024

At a local level , agile teams should focus on region-specific customer challenges, iterating solutions quickly based on feedback. Foster Proactive Support and Feedback Loops B2B customers need proactive support to ensure their complex needs are met.

B2B 378

B2B Strategy Customer Experience Customer Journeys 378

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers.

Customer Retention 90

Customer Retention Customer Journeys Customer Success Strategy 90

Help Scout

MAY 12, 2021

In this article, we discuss the role of support teams in retaining customers and show how to combine high-quality, empathetic customer service with a deliberate focus on business growth. What is customer retention and how is it measured? Review “lost customer” feedback. Your sales team. Your sales team.

Customer Retention 117

Customer Retention Effort Score Self Service Measurement 117

ECXO

JUNE 15, 2021

As per my experience working with several companies that have gone through transformation, a customer-centric culture is essential to deliver consistent, delightful customer experiences. Link customer success to employee incentives and compensation programs. Share the results with everyone in the company.

Customer Centricity 358

Customer Centricity Culture Tips Company 358

Retently

MARCH 11, 2025

Bridging the gap between what customers expect and what businesses deliver is the Customer Experience Manager. They dont just react to problems; they proactively track feedback in all its forms, optimize the buyer journey by leveraging available data, and collaborate across departments to improve processes.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

Experience Investigators by 360Connext

JANUARY 5, 2022

Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. You began measuring feedback using quantitative data as well as gathering open-ended feedback.

Resources 369

Resources Customer Journeys Video Customer Experience 369

Retently

MAY 26, 2023

If you’re part of a brand management or customer success consultancy, Net Promoter Score® could be the all-in-one customer satisfaction metric you’ve been looking for. Designed to accurately assess customer sentiment, Net Promoter Score has several benefits that other customer satisfaction metrics don’t.

Net Promoter Score 133

Net Promoter Score Consulting NPS Customer Success 133

Experience Investigators by 360Connext

AUGUST 17, 2021

HR, Learning and Development, or Talent Management , who can both ensure the employee experience is representative of the customer experience and facilitate employee engagement strategies; And in some cases, it’s important to include Internal Communications to share and socialize what the team is doing throughout the organization.

Meeting 364

Meeting Customer Experience How To Net Promoter Score 364

Retently

JUNE 28, 2022

Without a clear strategy for turning NPS feedback into growth, it’s easy to run a business that people like but don’t talk about. Great feedback? Ask customers to spread their love on social media. They read their feedback, check the high score, pat themselves on the back and move on to other tasks.

NPS 148

NPS Net Promoter Score Feedback Case Study 148

Calabrio

MARCH 5, 2025

When combined, these procedures operationalize a voice of the customer programa systematic process of collecting and interpreting customer insights, including sentiments, expectations, and preferences related to interactions with a company. Your customer data becomes accessible in real-time by everyonefrom leaders to the frontlines.

Contact Center 100

Contact Center Omni-Channel First Call Resolution Net Promoter Score 100

Totango

JANUARY 26, 2021

Read on to learn what churn is, how an attrition analysis can help you pinpoint why you’re losing customers, and what steps you can take to prevent customer churn. What Is Churn Rate and How Does It Relate to Customer Retention? Adding training and support materials that address your customers’ goals.

Customer Retention 94

Customer Retention e-support Analysis Customers 94

ChurnZero

NOVEMBER 26, 2024

This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on customer success hiring for SaaS and tech companies nationwide. For example, “Enterprise Customer Success Manager”.

Customer Success 52

Customer Success How To Insurance Culture 52

ClientSuccess

JANUARY 25, 2021

For most customer success departments, the internal department you work closest with and most often is definitely sales. Actionable ways to bridge the gap between customer success and marketing. Who better than the people currently using your product to give feedback on new features? Product Enhancements.

Customer Retention 81

Customer Retention Customer Success Marketing Case Study 81

GetFeedback

JULY 29, 2019

Collecting survey feedback from your customers is easier now than it has ever been before. But while collecting survey feedback is simple, the real value is in actioning that feedback. Receiving actionable survey feedback. You need to include questions which are likely to deliver actionable feedback. .

Survey 150

Survey Feedback How To Net Promoter Score 150

Happy or Not

APRIL 1, 2025

In a recent episode of The Intuitive Customer podcast, Tim Waterton, Chief Revenue Officer at HappyOrNot, shared invaluable insights into efficiently collecting customer feedback and using it to create a real-time solution. click to visit & listen) Why is real-time customer feedback important for business growth?

Feedback 36

Feedback Net Promoter Score Effort Score Customer Retention 36

Customer Bliss

SEPTEMBER 27, 2018

“If you have a customer success job in an organization that isn’t interested in customer retention, you need to consider doing something else,” says Lucy Norris , Executive VP, Global Leader of Customer Success at Genesys , a technology company that provides solutions for customer experience, marketing, and sales.

Communication 222

Communication Chief Customer Officer Customer Care Leadership 222

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

Happy or Not

NOVEMBER 20, 2024

The possibility of collecting customer feedback is one of the most valuable tools for businesses aiming to enhance their user experience (UX) and improve customer satisfaction. Why is customer feedback important? Understanding what makes customers happy (or unhappy) is important in customer feedback.

User Experience 36

User Experience Customer Satisfaction Feedback Customer Experience 36

Totango

OCTOBER 6, 2020

Customer success vs. customer support: although these two terms appear similar, they actually refer to two different, yet complementary, functions within a company. Fulfilling a proactive role, customer success focuses on problem prevention and creates value by enabling clients to achieve business goals.

Customer Success 112

Customer Success Customers Measurement Communication 112

Customer Bliss

AUGUST 9, 2018

In today’s episode, I chat with Daniel Coullet , Senior Vice President of Customer Success and Experience, and Elizabeth Curtin , Customer Experience Practice Manager at PTC , about defining customer success, and the value of designing customer room for enhancing employee and customer experience.

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Effort Score 175