Gainsight

JULY 1, 2022

Instead, companies are searching for ways to successfully maximize customer lifetime value by lowering Customer Acquisition Cost (CAC) and improving Net Revenue Retention (NRR)—but do so without drastically increasing spending with high-touch resources. The solution? Mickey Alon. Chief Technology Officer of PX, Gainsight.

Customer Acquisition 52

Customer Acquisition Sales Close the Loop B2C 52

Zendesk

APRIL 1, 2022

CS Ops conducts monthly audits of customer relationship management (CRM) and contact center as a service (CCaaS) software to determine whether they’re still serving the needs of success and support teams. CS Ops needs to understand these preferences and upgrade the company’s customer success platform if necessary.

Customer Service 97

Customer Service CRM Customer Retention Customer Acquisition 97

Shep Hyken

OCTOBER 24, 2022

9 Reasons To Offer Your Customers A Subscription Service by Vincent Tricarico. Forbes) By instituting a subscription service, you can shift your focus away from customer acquisition and toward customer retention. Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 47

Customer Service Retail B2C Manufacturing 47

ClearAction

APRIL 13, 2023

The gap between what’s promised and what’s received, as seen by customers, is your brand integrity gap. CMOs set expectations for customer acquisition and CCOs assure expectations are delivered for customer retention. Minding the gap is the ultimate purpose of a CCO.

Customer Acquisition 62

Customer Acquisition Customer Retention CX Customer Loyalty 62

Zendesk

OCTOBER 13, 2022

But those on the small-but-scaling side of retail don’t have to hustle on their own, especially when it comes to delivering an efficient, scalable customer experience through the high season and beyond. The CX Accelerator report showcases insights from nearly 5,000 customer service professionals all over the world. gated-cta-in-post].

Retail 52

Retail CX Customer Retention Gaming 52

VOZIQ

JANUARY 31, 2022

Every month, we put together the best resources from around the web to help recurring revenue businesses navigate customer retention and experience challenges, and stay on top of the latest trends. The Marketer’s Dilemma: Acquisition vs. Retention. 5 Customer Retention Books You Must Read in 2022.

Customer Retention 40

Customer Retention Customer Acquisition AI Technology 40

VOZIQ

NOVEMBER 2, 2022

Here are some predictions, tips, and suggestions to understand customers better. According to Forrester’s July 2022 Consumer Energy Index and Retail Pulse Survey, the majority of online adults in the US (64%), the UK (59%), and France (55%) are anxious about the possibility of a recession. times more likely to retain customers.

Customer Retention 40

Customer Retention Compliance Customer Acquisition AI 40

VOZIQ

NOVEMBER 1, 2022

Here are some predictions, tips, and suggestions to understand customers better. According to Forrester’s July 2022 Consumer Energy Index and Retail Pulse Survey, the majority of online adults in the US (64%), the UK (59%), and France (55%) are anxious about the possibility of a recession. times more likely to retain customers.

Customer Retention 40

Customer Retention Compliance Customer Acquisition AI 40

Beyond Philosophy

NOVEMBER 9, 2023

I have long been an advocate of focusing on customer retention over acquisition. However, my pessimistic side is still surprised that few organizations focus on customer retention. It cripples their customer-driven growth. For example, all the new incentives are for new customers. I would, too.

Customer Satisfaction 78

Customer Satisfaction Customer Retention Customer Acquisition Management Consulting 78

Gainsight

JUNE 11, 2021

Start the kick-off asking the customer to commit resources and time. Why Customer Value Management Solidifies Customer Retention and Ensures Upsell with Sterling Cottam, Senior Director of Customer Value Realization at DecisionLink. Click here to get access to the recordings.

Education 91

Education Start-ups AI Engineering 91

Intercom

FEBRUARY 3, 2022

You think about how much time, money, and effort is dedicated in most organizations to net new customer acquisition, and it is dramatically more than the time, money, and effort dedicated to customer retention, customer satisfaction, and customer engagement. Do you have any plans or projects for 2022?

Real Estate 111

Real Estate CX Social Media Start-ups 111

SurveySensum

MAY 11, 2023

NPS is particularly useful in the retail industry because it helps businesses build customer loyalty, retain loyal customers, and encourage them to refer others. Measuring NPS allows businesses to track their progress over time and make data-driven decisions to improve customer satisfaction and loyalty.

NPS 52

NPS Retail Net Promoter Score Customer Satisfaction 52

SurveySensum

JULY 13, 2023

Understand your customer’s expectations regarding personalized offers, rewards, loyalty programs, and customer service – these are important factors when it comes to customer retention. Touchpoints Post-purchase services, customer support, loyalty programs. As of 2022, Amazon had 157.4

Retail 52

Retail Customer Experience Touchpoint Social Media 52

SurveySensum

JULY 13, 2023

Understand your customer’s expectations regarding personalized offers, rewards, loyalty programs, and customer service – these are important factors when it comes to customer retention. Touchpoints Post-purchase services, customer support, loyalty programs. As of 2022, Amazon had 157.4

Retail 52

Retail Customer Experience Touchpoint Social Media 52

1 to 1

DECEMBER 13, 2021

Fast forward to 2022—successful brands who continue to grow, innovate, and advance in the digital space need to answer the question: Are we sticking to the human side of the experience? Are we keeping our CX vows to customers and employees?

CX 26

CX Customer Journey Map VOC Customer Retention 26

Beyond Philosophy

APRIL 14, 2022

I read a fascinating report the other day from Zendesk called The Customer Experience (CX) Trends Report 2022. I saw a dichotomy between what people are saying and what they are doing regarding Customer Experiences (CX). 64% of business leaders say that customer service has a positive impact on the company’s growth .

Customer Satisfaction 78

Customer Satisfaction Contact Center Customer Acquisition CX 78

Futurelab

FEBRUARY 27, 2022

The answer to the dilemma of focusing on the Buy stages of the lifecycle versus the Own stages can easily be found in this series of statistics that convey a very strong point: retention trumps acquisition, both for the business and for the customer. A 5% reduction in the customer defection rate can increase profits by 25-95%.

Customer Retention 130

Customer Retention Customer Acquisition Touchpoint Gaming 130