Totango

MAY 5, 2020

These businesses will be well-situated to speak to, lead, and ultimately retain customers through customer retention strategies in B2B like the following: Re-evaluate Current Digital Engagement Strategy Make Use of Key Engagement Metrics Personalize Communication Foster Lasting Relationships.

Customer Retention 62

Customer Retention B2B Innovation Touchpoint 62

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. Mar 11, 2020). Oct 08, 2024).

CX Transformation 339

CX Transformation B2B CX Government 339

eglobalis

OCTOBER 9, 2024

Will this new feature attract more business or improve customer retention? Will it enhance customer satisfaction and the overall experience? Gauge the ROI of the Feature Next, determine the potential return on investment (ROI) for the requested feature. Will it open new market opportunities?

Customer Feedback 529

Customer Feedback Compliance Innovation B2B 529

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. All the Thought Leaders present in this list have significantly impacted the Customer Experience Domain in their own way.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

VOZIQ

DECEMBER 22, 2020

Understanding customer expectations and retaining will be critical. As a customer focus leader, we know re-evaluating your customer retention strategy will play a decisive role in 2021. The following are a few popular articles on customer management that our curators found on the internet in 2020.

Customer Retention 64

Customer Retention Customer Acquisition Engineering Customer Loyalty 64

Intercom, Inc.

NOVEMBER 18, 2020

Support leaders understand that customer satisfaction isn’t just a vanity metric – it’s a leading indicator for customer retention and loyalty. With automation, companies are 4x more likely to see improvements in customer satisfaction.

Customer Satisfaction 223

Customer Satisfaction B2C Healthcare Customer Expectations 223

Totango

DECEMBER 3, 2020

Across the globe, 2020 has proven to be an incredibly transformative year, with the global pandemic changing how we work and interact with one another on a daily basis. Looking back at the 2020 Customer Success Salary Report , this year has also had a particularly influential effect on the Customer Success (CS) Industry.

Net Promoter Score 65

Net Promoter Score Start-ups Touchpoint NPS 65

Zendesk

MAY 12, 2021

When it comes to minimizing poor experiences and increasing retention , customer retention software can come in handy. This type of technology helps team members across departments provide positive service experiences—no matter how a customer interacts with your business—reducing the chance that a customer will leave.

Customer Retention 52

Customer Retention Net Promoter Score Touchpoint CRM 52

TeamSupport

MARCH 3, 2021

The second way is to use B2B customer support tools to proactively strengthen your customer relationships and reduce churn. The largest drivers were new customers, higher user adoption of product features, and more proactive outreach by Support. That’s what we explore in Part 2. Reduce Churn and Prove Value. Download the report.

B2B 98

B2B Customer Relationship Customer Retention Customer Feedback 98

MyCustomer Experience

JANUARY 23, 2023

In 2020, 17.8% The ecommerce sector is growing. of global sales were made through online purchases. By 2025, that number is expected to. 23rd Jan 2023 By HazelRaoult

Customer Retention 52

Customer Retention Sales 52

Totango

MAY 27, 2022

SaaS businesses adopt product-led marketing to lower customer acquisition costs while improving customer retention and accelerating revenue growth. Product-led growth is a marketing, sales, and customer retention strategy that relies on the customer’s experience with the product to drive purchases.

Customer Acquisition 126

Customer Acquisition Customer Retention Sales Technology 126

CSM Practice

MAY 13, 2020

We encourage you to explore the consolidated results of the survey to improve your understanding of business trends, to implement new customer retention strategies. The key findings arising from our survey results are as follows: Customer Engagement. Sales and retention forecast for mid-May 2020 is 67%.

Customer Retention 83

Customer Retention Sales Start-ups Customer Loyalty 83

Totango

JUNE 26, 2020

COVID-19’s effect on customer churn may have already begun, but there is still plenty you can do to increase customer engagement and retain the customers you have worked hard to win. Lean on Customer Data Segment Your Customers Be Proactive Communicators Be Flexible Revisit Goals and Success Points.

Customer Retention 98

Customer Retention Manufacturing Finance Touchpoint 98

Zendesk

APRIL 9, 2021

“Last year, more customers were stuck at home and online, so we saw a huge surge in support requests,” says Maggie Mazzetti, a data journalist who contributed to the Zendesk CX Trends Report 2021. Support requests went up about 20 percent globally in 2020.”. Invest in customer retention by investing in CX.

CXM 98

CXM CX Omnichannel Touchpoint 98

Aquire

NOVEMBER 11, 2021

Calculate your CSAT score by dividing the number of positive responses — in this case ‘4 satisfied’ and ‘5 very satisfied’ (using the two highest values on feedback surveys is the most accurate predictor of customer retention) — by the total number of responses and multiplying by 100. But it doesn’t end there.

Customer Satisfaction 98

Customer Satisfaction Net Promoter Score NPS Manufacturing 98

Uniphore

NOVEMBER 2, 2021

3 And it only takes one bad conversation with a customer going viral to reach thousands of existing and potential new customers. In fact, bad customer service impacts customer retention more than good customer service. Every hour, there are more than 100 million conversations about brands.

Contact Center 100

Contact Center Sales B2B AI 100

Comm100

NOVEMBER 29, 2021

In 2020, during the peak of the pandemic, teams across industries began to place less pressure on typical efficiency metrics and more towards agent well-being. This was in part fueled by the heightened stress of the pandemic circumstances, but also by a deeper understanding that a positive AX will lead to a positive customer experience (CX).

Customer Service 105

Customer Service Omnichannel Social Media AI 105

Gainsight

NOVEMBER 18, 2019

If you’re not gathering robust and representative data across all key customer contact roles and segments to guide actions that will improve the customer experience, you’re at risk for losing market share to your competitors. The right people are empowered to get things done that will improve customer retention and advocacy.

B2B 8

B2B CX Voice of the Customer Customer Feedback 8

UJET

JULY 7, 2020

In UJET’s 2020 The State of Customer Experience Survey , 54% of respondents said there were “some silos” in their technology integrations. Call recordings, chat records, and chatbot communication will reveal what’s working, places to improve, and new opportunities for customer retention. Unified Platform.

Contact Center 106

Contact Center NPS Customer Retention Technology 106

Aquire

MAY 24, 2021

percent in 2020, compared to 2019. At the same time, the surge in cancellations and travel restrictions caused by the pandemic created a dramatic influx in demand for airline customer service. There’s a number of other ways airlines can use technology to create innovative experiences for their customers, too. Delta Airlines.

Customer Service 105

Customer Service Social Media Net Promoter Score Transportation 105

Lumoa

AUGUST 23, 2021

Nothing drove this realization home harder than providing services during the incredibly difficult year of 2020 (and beyond!). 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.

Customer Experience 88

Customer Experience Social Media CX Customer Retention 88

C3Centricity

AUGUST 17, 2020

89% of consumers have stopped doing business with a company after experiencing poor customer service. RightNow Customer Experience Impact Report. Walker forecast that by 2020, customer experience will overtake price and product as the key brand differentiator. Customers 2020 Report. CEI Survey.

Social Media 118

Social Media Retail B2C Customer Service 118

ClientSuccess

SEPTEMBER 21, 2020

As a customer success leader in 2020, you’re either currently working with a customer success management platform or actively looking to invest in a new solution. Modern CSMs are turning to customer success solutions to drive customer satisfaction, retention, and growth for customers.

Start-ups 69

Start-ups Customer Retention Customer Satisfaction Customer Experience 69

CSM Practice

AUGUST 7, 2020

Offering a digital alternative to physical business events, Customer Success Executives Roundtable helps professionals to identify actionable solutions to their key challenges whether they’re working at home or in the office. We hope to see you again at our next session. For your convenience, click here to register for all upcoming sessions.

Customer Journey Map 81

Customer Journey Map Education Customer Retention Technology 81

UJET

JULY 7, 2020

In UJET’s 2020 The State of Customer Experience Survey , 54% of respondents said there were “some silos” in their technology integrations. Call recordings, chat records, and chatbot communication will reveal what’s working, places to improve, and new opportunities for customer retention. Unified Platform.

Contact Center 96

Contact Center NPS Customer Retention Technology 96

Comm100

NOVEMBER 29, 2021

In 2020, during the peak of the pandemic, teams across industries began to place less pressure on typical efficiency metrics and more towards agent well-being. This was in part fueled by the heightened stress of the pandemic circumstances, but also by a deeper understanding that a positive AX will lead to a positive customer experience (CX).

Customer Service 90

Customer Service Omnichannel Social Media AI 90

Callminer

AUGUST 6, 2019

For example, the business focus of the head of retail operations for a bank may be to increase customer retention and lifetime value. Companies that still aren’t investing heavily in analytics by 2020 probably won’t be in business in 2021. How does AI help customer service agents? Analytics are the Competitive Advantage.

Contact Center 140

Contact Center VOC Social Media Artificial Intelligence 140

Comm100

SEPTEMBER 13, 2021

For businesses, the benefits of digital transformation in customer service are many, including: Increased opportunities for engagement with potential customers. Improved customer experience, leading to increased customer retention. Consolidation of channels and data through connected omnichannel software.

Customer Service 98

Customer Service Social Media Omnichannel Technology 98

Intercom, Inc.

JUNE 9, 2020

Neil Webb (@neilmwebb) March 31, 2020. Right now, Eduflow users need content and documentation, so they’ve scaled up support for current customers, and they’ve scaled back sales efforts: “Most of our effort is being put towards product improvements that will lead to customer retention.

E-commerce 197

E-commerce B2B Legal Customer Retention 197

SurveySensum

AUGUST 26, 2020

Did you know how many CX leaders were able to secure their CX budget in 2020? Customer Retention . In the age of personalization and customization, customers’ expectations have increased. . Customers with good experience are 2.7 Customer Experience and customer retention go hand in hand.

CX 98

CX E-commerce Customer Acquisition Net Promoter Score 98

Comm100

MARCH 30, 2021

– Companies love omnichannel because it helps boost customer retention and lifetime value, improving the bottom line. (Oh, In our 2021 Live Chat Benchmark Report , we discovered that monthly live chats increased by 7% from 2019 to 2020. Oh, and it’s free! ). It’s also the perfect resource for educational organizations.

Omnichannel 105

Omnichannel Social Media Education Start-ups 105

Retently

AUGUST 9, 2018

How much do you focus on customer retention? If you don’t, you’re likely to hemorrhage money in the long run, given that acquiring new customers will cost you 5 times more than retaining existing clients. Do you dedicate enough manpower, time, and financial resources to this business aspect? How likely, you ask?

Voice of the Customer 89

Voice of the Customer Customer Feedback CEM Net Promoter Score 89

Fonolo

JUNE 15, 2021

Ultimately, investing in agent engagement is an investment in the overall business, which has a long-term positive impact on sales growth and customer retention. Fonolo’s 2020 State of the Contact Center Report found that agent attrition is actually getting worse. Agent attrition is a growing problem.

Contact Center 115

Contact Center Sales Customer Retention Customer Satisfaction 115

Comm100

JANUARY 21, 2020

For a customer who is visiting a second time, or from a specific location, a personalized deal might be offered instead (“see something you like? Comm100’s 2020 Live Chat Benchmark Report found that about 5% of outbound chats are accepted by web visitors and turned into meaningful interactions with the brand. Remember: Be mobile-ready.

Social Media 90

Social Media B2C Omnichannel B2B 90

Customer Bliss

AUGUST 28, 2020

We had our 2020 plans. Chelsie Rae Lee is the Chief Revenue and Customer Officer at Snacknation, a subscription-based snack company. So we’re trying to balance, one, having a vision for the future. And obviously, the last couple of months, as myself and my leadership have had to recast that vision.

Customer Journey Map 129

Customer Journey Map Start-ups Customer Retention Innovation 129

ClientSuccess

APRIL 28, 2021

Prior to joining ClientSuccess Kristi built, scaled and transformed Customer Success teams at organizations like IntelliShift, BetterCloud, Sisense and BrightEdge. Kristi has also been recognized by SuccessHACKER as a 2020 Top 25 Customer Success Influencer and by HigherLogic as a 2021 Engagement Expert. and PracticalCSM.

B2B 59

B2B Gaming Customer Retention Sales 59

Aquire

SEPTEMBER 6, 2021

An omnichannel contact center offers more than just customer communication — it’s a powerful tool for creating memorable customer experiences (CX) and strengthening brand loyalty. The 2019-2020 Intelligent Customer Engagement research study by Nemertes reported that omnichannel use has gone up 23% since 2016.

Contact Center 98

Contact Center Omnichannel Social Media Net Promoter Score 98