Think Customers

JUNE 13, 2024

When all the Venns, funnels, PowerPoints, histograms, flowcharts, and scatter plots are set aside, however, something remarkable becomes evident: While there are two dozen CX ROI metrics to track, companies need only focus on four. The “Four Gold CX ROI Metrics” webinar was the final episode in the three-part series hosted by ECXO.

ROI 64

ROI Chief Customer Officer Metrics Return on Investment 64

customer sure

JANUARY 20, 2025

You might have the most customer-centric mission statement in the world, but it can be destroyed in a moment by a casual comment which betrays an inauthentic attitude to customers. One is to make sure earning customer retention through great service receives as much focus, investment and reward as winning new business.

Trends 62

Trends Net Promoter Score Analysis ROI 62

Totango

JANUARY 4, 2019

In order to implement a customer-centered approach, your success team must adopt a new way of thinking when it comes to the marketing strategies they implement. To help get the change started at your enterprise, we’ve put together five customer-centric marketing strategies for SaaS companies that deliver real ROI.

Customer Centricity 79

Customer Centricity ROI Strategy Company 79

Beyond Philosophy

OCTOBER 24, 2014

Here are five things they would have done differently to increase their ROI even more: 1. Embracing the emotional parts of the Customer Experience right from the start. Most businesses focus on the internal operations of the experience rather than looking at it from the Customer’s perspective. I couldn’t agree more.

ROI 74

ROI Net Promoter Score CEM Conference 74

C3Centricity

DECEMBER 3, 2018

(Source: RightNow Customer Experience Impact Report). By 2020, customer experience will overtake price and product as the key brand differentiator. Source: Customers 2020 Report). A 10% increase in customer retention levels result in a 30% increase in the value of the company. Source: Bain & Co).

Strategy 218

Strategy Poor Customer Service Social Media Analysis 218

Confirmit

OCTOBER 18, 2018

What Is Customer Retention? Customer retention refers to an organization’s processes and activities that aim at stopping customers from churning or switching to a competitor. Increasing customer loyalty is a key goal of any business, and contributes greatly towards sustainable growth.

Customer Retention 45

Customer Retention Multi-Channel Net Promoter Score Return on Investment 45

Gainsight

MARCH 31, 2025

That means relying on new customer acquisition is expensive for any organizationand in uncertain markets, companies want to ensure that kind of investment leads to ROI quickly. No team is better positioned to help find quick revenue wins like the Customer Success (CS) team. What a huge difference!

Customer Journeys 52

Customer Journeys Strategy Effort Score B2B 52

Joe Rawlinson

JANUARY 31, 2018

Conduct Webinars to Answer Questions in Real Time. It’s hard to compete in business without the ability to always have face-to-face customers interactions. But in today’s digitally-driven age, consumers are looking for new ways to connect with and learn from brands in real time and many are turning to webinars.

Consumers 83

Consumers Brands Tools Marketing 83

Totango

SEPTEMBER 1, 2020

Renewal decisions are made at any time during the customer journey and are the direct result of the customer experience. Research by Deloitte shows that personalized customer experience is now just as important to customer decision-making as speed of service and ROI. Ways to Predict Customer Churn.

Net Promoter Score 111

Net Promoter Score How To NPS Effort Score 111

Totango

FEBRUARY 28, 2020

This makes customer retention critical. The only way to stay relevant to your customers over time is to anticipate future needs and deliver continual growth. Your customer engagement strategy should always prioritize product expansion and new ways for your customers to achieve success. That’s for 1:1 touchpoints.

Customer Engagement 93

Customer Engagement Engagement Strategy Touchpoint 93

ClientSuccess

JANUARY 11, 2023

The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience. To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies.

Customer Success 80

Customer Success eBook Loyalty Conference 80

SurveySensum

SEPTEMBER 8, 2023

NPS cuts cost of customer acquisition: According to the research done by Frederick Reichheld of Bain & Company (the inventor of NPS) increasing customer retention rates by 5% increases profits by 25% to 95%. NPS increases customer loyalty: According to the 2017 Temkin research , promoters are 4.2

NPS 52

NPS ROI Social Media Effort Score 52

NobelBiz

MARCH 23, 2022

Running a successful contact center means you’re responsible for keeping customers happy and your agents performing effectively so that your company may thrive. And generating an ROI on your contact center to increase your company’s bottom line is part of that growth strategy. How to determine the ROI for a Contact Center Solution?

Return on Investment 52

Return on Investment Contact Center ROI Measurement 52

Amity

FEBRUARY 2, 2016

We sat down with Perry Monaco, Manager of Customer Success - The Americas, to discuss how Customer Success has evolved at LinkedIn over the last 5 years. The Reason Why More Companies Are Using Customer Success Teams to Ensure Customer Lifetime Value. • Webinars.

Resources 80

Resources Customer Success Customers Customer Retention 80

Think Customers

MAY 20, 2024

This week’s Fast Track CX ROI webinar is the second episode in ECXO’s three-part series of short, practical sessions hosted by Ricardo Saltz Gulko, ECXO co-founder and managing director of Eglobalis , a global adviser in CX, design, and innovation. Watch the webinar on-demand.

Chief Customer Officer 52

Chief Customer Officer Exercises ROI First Call Resolution 52

Gainsight

OCTOBER 30, 2018

That means for every customer you allow to churn, you’re not just sacrificing the potential revenue they could bring in, but also the money you already invested to get them as customers. Focus on clearly demonstrating the ROI that your service has delivered and you can avoid significant losses when it comes time for renewals. #2:

ROI 61

ROI Customer Retention Social Media Roadmap 61

ChurnZero

JULY 9, 2020

Customers associate those positive feelings with your brand and its equity increases. Spread Wisdom With Webinars. Webinars are often thought of for top-of-funnel lead generation and nurture, but they can be just as effective for customer marketing. Demonstrated ROI – does the customer have proven results?

Strategy 64

Strategy Marketing Case Study Effort Score 64

ChurnZero

MAY 17, 2019

Research has shown that the trend towards connecting Customer Success to revenue is growing ever stronger, but there is still much to be done. To delve more into this idea, earlier this week we partnered with the Customer Success Association to bring you a webinar on the topic of – The Case for Billable Customer Success.

Customer Success 64

Customer Success ROI Sales Groups 64

ClientSuccess

NOVEMBER 22, 2022

Learn How to Align Your Customer Success and Marketing Teams. As marketers, you’re always looking for new and innovative ways to drive value and ROI for your brand. But what if we told you that understanding your customers was the key to success? Create a Customer Advisory Board for Your Company.

Customer Success 69

Customer Success Strategy Marketing Social Media 69

Thematic

NOVEMBER 13, 2018

In addition, with a well-implemented VOC program, you can better retain your customers – think higher customer loyalty scores, less churn, and a higher customer lifetime value, thanks to repeat purchases. This section is courtesy of our webinar with Lynn Hunsaker. VOC is also a good complement to other insights.

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101

ChurnZero

SEPTEMBER 20, 2019

CS Plans should consist of the right balance of touch points, type of touch points and specific high value outcomes that guide customers along their roadmap to being fully entrenched and engaged with your solution. She has become the “go-to” person for building the ultimate Customer Success model. Upcoming Webinar.

Customer Success 66

Customer Success Roadmap How To Effort Score 66

Amity

FEBRUARY 21, 2018

There’s a lot that goes into effective Customer Success Management, but the end goal is always to guide the customer to achieve maximum ROI, in turn, preventing them from churning. Now that you know what Customer Success is, what do you need to be successful in the role? So, ready for this?

Customer Success 77

Customer Success Net Promoter Score Measurement Course 77

Think Customers

MAY 13, 2020

The pandemic has shown how customers can adapt to change. For customer service to be proactive, they need to take the lead on utilizing the channels that are out there. Enable strategies with ROI potential. They’re experiencing real changes that are affecting customers as well as themselves.

Customer Service 52

Customer Service ROI Roadmap Innovation 52

Innovative CX

OCTOBER 24, 2018

There are numerous articles, webinars and conference sessions that talk about business value, CX ROI, etc. Whatever it is, we need to declare what the investment will do in terms of ROI and then defend our proposal. Yes, it’s true that many different business strategies may impact customer retention as an example.

Strategy 40

Strategy ROI Conference Customer Retention 40

inmoment

JUNE 8, 2020

That’s why it’s important for brands to sit down and define specific, concrete goals that they want to achieve through the power of customer experience. Think about what you want your organization to accomplish—could the company stand to improve its customer retention?

Government 52

Government Net Promoter Score Effort Score Financial 52

CustomerSuccessBox

SEPTEMBER 2, 2021

Also, the time duration for which the person remains your customer and how much revenue you generate from them is different for different businesses. Rate of customer retention: The percentage of customers who renew their plans with you. Additional Resources: 7 customer success metrics to track.

Metrics 52

Metrics Advertising ROI Customer Success 52

SurveySparrow

APRIL 23, 2023

By targeting prospects more likely to become customers, you can allocate your resources more effectively, resulting in a better return on investment (ROI). Better Customer Relationships Generating quality leads and building demand involves understanding your target audience’s needs and pain points.

B2B 52

B2B Marketing Social Media Advertising 52

ChurnZero

DECEMBER 16, 2022

In our webinar, “ Focusing on ICBs to accelerate user adoption and success ,” Jason shares strategies for mapping and rewarding ideal customer behaviors to drive adoption, product engagement and customer retention. But you probably assumed that you’d get 100% user adoption in that.

Customer Success 98

Customer Success Customer Journeys Customers Metrics 98

Gainsight

FEBRUARY 1, 2023

Once discovered, you may need to work with various teams to identify the best way to solve the problem and how best to configure the customer’s system to meet their current needs. Community-driven Adoption Use office hours, webinars, and your customer community to drive adoption at scale across your customer base.

Multi-Channel 52

Multi-Channel Customer Success ROI Customer Retention 52

inQuba

SEPTEMBER 1, 2020

Businesses are scrambling to reimagine their operations and adapt to the new customer mindset, with customer retention moving swiftly to centre stage as new business stalls. A continuous learning and adaptation process is required for survival, and customers’ journeys need to be managed rather than passively spectated.

Management 52

Management Customer Journeys Insurance Consumers 52

Tricia Morris

MAY 26, 2015

When companies engage and respond to customer service requests over social media, those customers end up spending 20% to 40% more with the company, notes a Bain & Company study. Customer Retention through Action on Feedback. Helping and Selling Customers on Chat. . with Customers across Channels .

Sales 40

Sales Customer Service Poor Customer Service Social Media 40

ChurnZero

AUGUST 31, 2018

Upcoming Webinar. Customer Education: The Secret to Scale in Customer Success. Over the past several years, B2B SaaS companies have made a wave of investments in growing Customer Success functions. Not only must these companies compete for the same talent, but they inflate their Customer Retention Costs.

Net Promoter Score 45

Net Promoter Score Effort Score Customer Success Training 45

Totango

SEPTEMBER 4, 2020

It is the process of turning reliable customer data into meaningful customer interactions that produce value. When your enterprise adopts a tech-touch digital strategy, it begins to evolve a scalable, measurable approach to customer success that increases customer retention.

Customer Success 63

Customer Success Effort Score Customer relationships Communication 63

Gainsight

FEBRUARY 2, 2024

Companies engaging their customers with up-to-date product information and success content are reducing churn, decreasing support costs, and improving customer satisfaction. In short, customer training leads to customer retention. Unfortunately, webinars are also too often used as marketing tools.

Training 52

Training Course Consulting Software 52

ChurnZero

OCTOBER 25, 2019

It is time to boldly revamp your onboarding process to instead focus where your customers struggle the most – developing the capacity to drive internal success on their own. No worries if you missed the webinar (or would just simply like to view it again) you can view it on-demand here. Upcoming Webinar.

Customer Success 49

Customer Success Customers System Software 49

Bold360

JUNE 19, 2019

Are customers not converting on your website, wasting advertising spend? Is customer retention too low, yielding a poor ROI on marketing and sales efforts? Or are your agents overloaded, preventing them from delivering high-quality customer service? What is your business’s problem? The post Hungry for AI?

Chatbots 45

Chatbots e-support Policies Metrics 45

CustomerSuccessBox

DECEMBER 24, 2021

Highlight the ROI or the value that they received or the positive impact that your product was able to offer. Reimagining the way processes work can tremendously improve customer experience. This way each touchpoint with your customer-whether it’s through marketing, or sales, or product team- is an opportunity to make that impression.

Customer Journeys 52

Customer Journeys Customer Success Chief Customer Officer Touchpoint 52