Totango

JULY 11, 2024

But, what we’ve found over the last year – in a real painful way – is that it’s no longer working.” – Chris Dishman , Senior Vice President of Customer Success, Totango + Catalyst For years, SaaS leaders thought new customer acquisition was the fastest way to grow.

B2B 80

B2B Sales Customer Acquisition Customer Retention 80

CSM Practice

DECEMBER 8, 2019

At the same time, a 5% increase in customer retention rates can increase profits by up to 95%. Why Do Customers Churn? Understanding the numerous reasons for customer churn enables SaaS business to conduct better churn analysis, mitigate churn, increase customer retention, and consequently increase revenue.

Customer Retention 88

Customer Retention Customer Acquisition B2B Customer Satisfaction 88

Shep Hyken

SEPTEMBER 27, 2021

My Comment: This one may be more of a personalized marketing strategy than customer experience, but then again, customer experience and marketing go hand in hand. This works for any type of business but is especially powerful in the B2B world. Find ways to promote your customers on social media. It’s a simple idea.

Customer Service 17

Customer Service E-commerce Real Estate Social Media 17

Zendesk

NOVEMBER 1, 2021

CX is evaluated using customer satisfaction score (CSAT), Net Promoter Score® (NPS), customer acquisition rate, and conversion rate. CS is measured by customer lifetime value, customer retention rate, customer churn rate, Customer Effort Score, and repeat purchase rate.

Customer Experience 98

Customer Experience Net Promoter Score Touchpoint CRM 98

Help Scout

APRIL 27, 2021

For B2B SaaS companies, user adoption is one of the most important elements to get right in order to grow sustainably. Appcues found that activation (when customers experience the core value of the product) is the most important pirate metric for SaaS growth. more than the same percentage increase in acquisition, and 3.3%

Start-ups 94

Start-ups B2B Customer Acquisition Customer Retention 94

SurveySensum

DECEMBER 4, 2024

By constantly improving the NPS score, banks can ensure strong customer loyalty, leading to customer acquisition and increased revenue. Also, it is essential to consider factors such as response rates, size of the customer base, and customer segments while launching the NPS survey in banks.

NPS 52

NPS Net Promoter Score Close the Loop Customer Loyalty 52

Gainsight

APRIL 30, 2019

Customer Retention Rate (CRR). Customer Satisfaction Score (CSAT). Customer Acquisition Cost (CAC). Customer Retention Rate. Customer Retention Rate (CRR) is the percent of your existing customers who remain with your company for a defined period of time, such as a month.

Net Promoter Score 65

Net Promoter Score NPS Customer Acquisition Customer Retention 65

Gainsight

DECEMBER 28, 2022

Position Customer Success (CS) as an Efficient Growth Engine . Business author, speaker, and advisor Geoffrey Moore said, “B2B tech actually has the opportunity to thrive in a downturn if it focuses on solving urgent problems that have a short time to pay back.” Customer Success teams. .

Customer Retention 52

Customer Retention Customer Acquisition B2B Engineering 52

SugarCRM

NOVEMBER 23, 2021

Given the landscape of far-sighted customers and fierce competition, making the sale can be quite challenging. That is why most B2B marketers mainly focus on customer acquisition to the detriment of retention. Customer retention is not a single event that happens at contract renewal. Closing Thoughts.

Customer Retention 26

Customer Retention Artificial Intelligence CRM Customer Acquisition 26

SurveySensum

DECEMBER 18, 2024

Source: Retently 2024 NPS Benchmarks for B2B & B2C Analyze and benchmark your NPS with SurveySensums NPS experts and stay ahead of the competition! Higher CLV : Satisfied customers spend more over their lifetime, leading to increased revenue and profitability. What is a Good Net Promoter Score?

Net Promoter Score 52

Net Promoter Score NPS Actionable Insights Non-Profits 52

Retently

FEBRUARY 27, 2019

Better customer service equals a better customer experience. In turn, that will make your existing customers more likely to become loyal long-term clients. But how do you offer top-notch customer service that boosts customer retention and increases customer lifetime value?

Social Media 113

Social Media NPS Start-ups Net Promoter Score 113

CSM Practice

JULY 6, 2020

It will also help strengthen customer engagement and better customer journeys throughout the crisis. Less demand for solutions results in higher Customer Acquisition Costs (CACs) as it will cost more to find and sell a viable customer. 1. Fewer New Prospects. 5. The Shift to Remote Work. 3. Greater ROI.

Customer Acquisition 71

Customer Acquisition Sales Start-ups Innovation 71

CSM Practice

JULY 6, 2020

It will also help strengthen customer engagement and better customer journeys throughout the crisis. Less demand for solutions results in higher Customer Acquisition Costs (CACs) as it will cost more to find and sell a viable customer. 1. Fewer New Prospects. 5. The Shift to Remote Work. 3. Greater ROI.

Customer Acquisition 71

Customer Acquisition Sales Start-ups Innovation 71

Shep Hyken

OCTOBER 24, 2022

My Comment: This article is actually an interview with PwC Customer Transformation Leader George Korizis. While the title focuses on retailers balancing digital and human-to-human experiences, there is a lot that any company (B2C or B2B) can take away from the lessons shared.

Customer Service 47

Customer Service Retail B2C Manufacturing 47

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?

Customer Acquisition 52

Customer Acquisition Sales Close the Loop B2C 52

Zendesk

NOVEMBER 23, 2021

Not every KPI formula is essential for every business—a funeral service company, for instance, probably shouldn’t measure success by customer retention, as they’re not really in the business of repeat service. Customer lifetime value (CLV). Customer lifetime value (CLV) is a delicate balance against customer acquisition cost.

Sales 52

Sales CRM Customer Acquisition B2C 52

Customer Bliss

OCTOBER 11, 2018

In this interview, Jay also shares examples from 3 companies (B2C and B2B) who’ve successfully operationalized talk triggers that keep their businesses booming and customers talking. The employment of these triggers means these companies don’t have to rely on paid advertising to grow and reach new customers.

Social Media 42

Social Media B2C CX Customer Acquisition 42

SurveySensum

NOVEMBER 23, 2023

This evolution also encompasses the development of digital customer experience strategies, leveraging new tools and processes to create more tailored and appealing interactions for both customers and businesses. As stellar customer experience is something consumers expect from businesses, investing in it will improve customer loyalty.

Customer Experience 52

Customer Experience E-commerce CX AI 52

Retently

AUGUST 26, 2019

Improve Customer Loyalty. The happier customers are with your brand, the more likely they are to stick around. According to research , about 74% of B2B buyers are willing to spend more money to continue doing business with a company that offers great service. Drive More Profit. Considering the above, this is pretty obvious.

Customer Feedback 72

Customer Feedback Social Media Net Promoter Score NPS 72

SugarCRM

MAY 11, 2023

The adoption of new channels and technologies, such as consumerization of B2B, reduction in layers of distribution, the Internet of Things (IoT), Analytics, and AI, are disrupting traditional business models and creating new opportunities for growth. Top 8 Ways Manufacturers are Using CRM to Revolutionize Their Industry 1.

Manufacturing 26

Manufacturing CRM Construction Invoicing 26

SugarCRM

DECEMBER 2, 2020

These systems focus on tracking huge amounts of data so businesses can gain insights into customer retention and win new customers. These programs monitor numerous processes, including retention, acquisition, and information about current and former customers. The size of your customer base.

CRM 29

CRM Data Entry Customer Relationship Management Compliance 29

Qualtrics

APRIL 22, 2019

D&B’s VP of Customer Insights, Rachel Richter, spoke at the X4 Summit in Salt Lake City, and explained how the company was making data more usable for its sales teams. D&B’s insights team set out to do 3 things to support customer acquisition and retention: Create a customer feedback lifecycle.

Sales 34

Sales Customer Experience Predictive Analytics Customer Acquisition 34

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 120

Customer Retention B2B Non-Profits Customer Acquisition 120

Retently

JUNE 28, 2022

By analysing the NPS feedback and tailoring your approach to specific customer segments you will have a chance to engage not only Promoters, but even Passives and Detractors to some extent. Meaningful loyalty programs not only drive customer retention by showing care towards existing customers.

NPS 148

NPS Net Promoter Score Social Media Close the Loop 148

SixteenVentures

JULY 17, 2020

He knew that I could help increase customer acquisition by improving the quality of traffic to their site, improving the number of prospects entering his free trial and, of course, improving the conversion rate to paying customers of those that enter the free trial.

B2C 135

B2C Start-ups B2B Customer Acquisition 135

Gainsight

MARCH 31, 2025

While new customers will always be important, the rising cost of acquisition means organizations are relying on existing customers to drive growth. Specifically for B2B SaaS companies, the average customer acquisition cost (CAC) is 76% higher for new customers than it is for expansion business.

Customer Journey Map 52

Customer Journey Map Customer Acquisition B2B Education 52