SurveySensum

JULY 26, 2023

It’s like a game of “now you see them, now you don’t” with customers jumping ship to competitors in the blink of an eye if they don’t feel valued and satisfied. It is far more expensive to acquire new customers than to retain existing ones and brands understand that. But why is that a big issue?

Customer Retention 52

Customer Retention Retail Social Media E-commerce 52

SurveySensum

OCTOBER 31, 2024

Why is Digital Customer Engagement Important? In this fast-paced world where technology is developing every day, you need strategies that focus solely on the digital aspects of your business. So, here are some vital benefits of implementing digital customer engagement. Let’s discover.

Social Media 52

Social Media Omnichannel Technology Technology 52

Intercom

JUNE 8, 2021

Another survey reveals that 84% of businesses report an uplift in revenue as one of the primary benefits of improving their customer experience. Want to learn more about how conversational experiences are fuelling customer retention and business growth for major companies like yours? Personalization (66%).

Customer Retention 111

Customer Retention Business Growth Start-ups Customer Satisfaction 111

ECXO

MARCH 24, 2024

1710668672319 AI in Customer Experience – should I stay, or should I go? Everyone is talking about Artificial Intelligence (AI) and how it has emerged as one of the most significant technological innovations in recent years, revolutionizing various industries and opening up a world of new possibilities. This feeds our ego.

AI 156

AI Customer Experience Social Media Machine Learning 156

Callminer

SEPTEMBER 14, 2020

They help call centers continuously optimize their processes and provide better experiences for both call center employees and the customers or clients they interact with. Business analysts must stay up to date on the latest call center technologies and solutions that can optimize, automate and modernize call center operations.

Compliance 182

Compliance Unstructured Data Non-Profits Technology 182

VOZIQ

FEBRUARY 6, 2022

Customer acquisition vs. customer retention — the comparison has existed for quite some time, especially with global enterprises realizing the impact of customer churn on the bottom line and long-term growth. Customer retention, on the other hand, is not as much celebrated as a new sale.

Customer Retention 40

Customer Retention ML Net Promoter Score Artificial Intelligence 40

Totango

APRIL 5, 2022

NPS software is the technology that facilitates the collection and practical application of Net Promoter Score data. Net Promoter Score is a customer satisfaction KPI that measures how likely a client is to recommend your brand to friends or colleagues. The best NPS software lets you: Automatically track customer satisfaction.

NPS 108

NPS Net Promoter Score Customer Satisfaction Customer Retention 108

CSM Practice

DECEMBER 19, 2021

This saying applies to your Customer Success Technology stack more than anything else. The tools in your stack must work together to provide an exceptional customer experience. . Well, it also means that technology itself doesn’t solve all problems. Revenue is there, where Customer Success is.

CRM 98

CRM Start-ups Technology Technology 98

Lumoa

FEBRUARY 9, 2023

According to Finance Digest , 95% of customer interactions will be managed with AI by 2025. The most important AI technologies, that are relevant for analyzing customer feedback, fall in the area of natural language processing (NLP) and machine learning. Why are your customers turning away from you?

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Intercom, Inc.

DECEMBER 18, 2019

We’ve seen a renewed focus on user onboarding in SaaS this year as more and more teams come to the realization that new customer sign-ups alone can’t guarantee business growth. It’s a fascinating look at how sales teams are evolving to keep pace with changing buyer expectations, technological advances (chatbots, anyone?),

Non-Profits 30

Non-Profits Sales Start-ups Engineering 30

Totango

JANUARY 10, 2024

For Waystar, a technology platform that simplifies payments across the revenue cycle for healthcare organizations, this consultative approach unlocked cross-functional alignment, customer satisfaction, and exponential business growth. So, how did they do it?

Sports 99

Sports Customer Satisfaction Sales Healthcare 99

Totango

MAY 17, 2024

By prioritizing data privacy, security, and ethical practices, businesses can safely leverage AI tools to optimize processes, automate tasks, and uncover new opportunities for improving effectiveness and efficiency.

Innovation 101

Innovation AI Start-ups Government 101

Ameyo Callversations

JANUARY 3, 2022

The future of customer-centric businesses and marketing will be more diverse, inclusive, and connected to the real needs of the customers. Technology continues to advance rapidly, and so of course, most of the recent and advanced trends are focused only on customer engagement. Omnichannel.

Contact Center 98

Contact Center Social Media Omnichannel Non-Profits 98

Hodusoft

JANUARY 30, 2025

An omnichannel contact center solution empowers businesses to meet these expectations by unifying all communication channels into a single platform, ensuring consistent interactions and personalized support at every touchpoint. Enhanced customer satisfaction, improved retention rates, and stronger brand loyalty that drives business growth.

Contact Center 52

Contact Center Omnichannel Social Media Retail 52

Adrian Swinscoe

JUNE 13, 2024

Today’s interview is with Prashaant Huria, who is the Chief Technology Officer for Unilever’s Digital Distributive Trade business.

Technology 22

Technology Technology Artificial Intelligence Business Growth 22

CommBox

SEPTEMBER 26, 2021

Customer communication is the backbone of every enterprise that’s on its growth path. Luckily though, technology has enabled businesses to communicate with their customers efficiently. Global businesses are using multichannel and omnichannel approaches to communicate with their customers.

Omnichannel 88

Omnichannel Start-ups Retail Social Media 88

SugarCRM

SEPTEMBER 5, 2024

Customer relationship management (CRM) systems are increasingly important for business growth. That’s why custom CRM for businesses is tailored to meet your needs, unlike off-the-shelf solutions. This promotes long-term customer retention. Yes, you can build your own custom CRM system.

Business Growth 26

Business Growth CRM Data Entry Predictive Analytics 26

Experience Investigators

APRIL 23, 2024

Prioritizing the right CX management not only helps in retaining customers by improving their experiences, but also enhances the overall brand image and increases profitability. Some organizations find that focusing on retaining customers in volatile times can provide more revenue than sales.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

VOZIQ

NOVEMBER 20, 2023

The crux of this content piece is that firms that invested in CX improvements by leveraging technology – such as behind-the-scenes generative AI and staying mindful of the human side in every customer, associate, and partner, are set to excel in the coming year.

Predictive Analytics 52

Predictive Analytics Customer Retention Social Media AI 52

Intercom

JUNE 1, 2021

And although 69% of respondents say that personalized support experiences are the key to building strong customer relationships, less than half believe that they can deliver those personalized support experiences at scale with their current tech stack. Challenge #4: Your business isn’t getting the customer insights it needs.

Machine Learning 116

Machine Learning Actionable Insights Technology Technology 116

SurveySensum

DECEMBER 4, 2024

This CX metric has the ability to gauge customer loyalty and predict business growth. Using NPS in finance industry can get to the heart of why customers would or wouldn’t recommend them to others. Gain real-time insights with SurveySensum’s NPS software to drive customer retention and loyalty!

NPS 52

NPS Net Promoter Score Close the Loop Customer Loyalty 52

CommBox

SEPTEMBER 20, 2021

In 2021, Gartner found that 80% of the service industry leaders in B2B and B2C organizations rate migrating to self-service as their top priority, then upgrading contact center technology (79%) and automating customer service processes (77%). . © Rawpixelimages | Dreamstime.com. 10 Facts you should know about Chatbots .

AI 96

AI Customer Service B2C Real Estate 96

Gainsight

OCTOBER 22, 2018

But in the Age of the Customer, CS teams have joined the ranks of Sales and Marketing in driving business growth by focusing on customer retention —more specifically, impact to net retention as a function of growth.

Sales 95

Sales Age of the Customer Start-ups Customer Acquisition 95

Aquire

AUGUST 9, 2021

Well, although both are crucial components of the overall customer experience, there are important distinctions to be made. CRM is focused on managing customer interactions through data analysis. The end goal is to create sales growth and improve customer retention. Customers want answers and they want them fast.

Social Media 98

Social Media Omnichannel CXM CRM 98

Totango

FEBRUARY 19, 2021

Knowing your customer satisfaction numbers can help you flag potential problems, reduce churn and boost customer retention. Why Customer Satisfaction KPI Numbers Matter. Your customer satisfaction KPIs provide a direct window to your business performance. Customer Retention Rate (CRR).

Customer Satisfaction 64

Customer Satisfaction Net Promoter Score VOC NPS 64

Gainsight

DECEMBER 10, 2018

Gainsight CEO, Nick Mehta, shares why it’s so important for Customer Success and Product to work together and how Gainsight’s acquisition of Aptrinsic, a product-led growth platform, will drive these initiatives. “In What is a Customer Retention Rate and How do I Calculate It? Click here to read the blog.

Net Promoter Score 71

Net Promoter Score Customer Retention Age of the Customer Sales 71

Fonolo

SEPTEMBER 14, 2023

TIP The best technology adapts to your SMART goals and supports your KPIs no matter what. Fonolo’s Web Call-Backs (formerly Visual IVR ) is 100% customizable — you can tailor call-back times to your business hours, offer after-hours support, and switch languages based on your customer’s needs.

Contact Center 91

Contact Center Customer Satisfaction Construction Social Media 91

Fonolo

JULY 12, 2022

FACT: Fonolo’s Voice Call-Backs save customers about 77 years of hold time annually. Customers can opt to receive a call back once it’s their turn in the queue. Fonolo technology waits for them and gives them a ring once they reach the front of the queue. The customer is connected with an agent who is ready to help.

Contact Center 87

Contact Center Social Media Start-ups Customer Retention 87

Intercom

AUGUST 17, 2021

Proactive support is a strategic approach to helping customers before they need to contact a support team – and possibly before they even realize they have a question. Proactive support is a strategic approach to anticipating and delivering on your customers’ support needs, where they are, before they ask for help.

Start-ups 78

Start-ups Customer Retention Business Growth Technology 78

VOZIQ

FEBRUARY 18, 2021

A loyal customer base is the biggest asset of a business , and hence retention is a key priority for the bottom-line. This is due to crisis-hit consumer optimism, changing customer requirements and rapid technology shifts that have raised expectations of customers and provided them with multiple options to switch to. .

Touchpoint 98

Touchpoint Business Growth Sales Customer Relationship 98

VOZIQ

AUGUST 13, 2023

However, in order to win fan customers and increase these numbers, a complete rethinking of customer relationship management and a departure from the customary key performance indicators is necessary. Find our pick of books from every quarter for customer retention/service and much more in our blogs section.

Customer Acquisition 52

Customer Acquisition Customer Retention Finance Actionable Insights 52

Adrian Swinscoe

MAY 8, 2024

Today’s interview is with Zig Serafin, CEO at Qualtrics, the leading Experience Management software provider. I spoke to Zig at Qualtrics’ recent X4 event in Salt […] The post If you aren’t fixing the bigger picture, then you are just putting a band-aid on the problem – Interview with Zig Serafin of Qualtrics first appeared on Adrian Swinscoe.

Artificial Intelligence 162

Artificial Intelligence Business Growth Customer Relationship Customer Retention 162

Gainsight

APRIL 10, 2023

While tech companies witnessed unprecedented growth over the past couple of years, 2023 is a whole new game. Everything from how we serve our customers, retain them, and grow our business has changed—customer retention is no longer a nice-to-have, it’s a critical growth axis.

B2B 59

B2B Outlook Customer Retention Omnichannel 59

SugarCRM

AUGUST 11, 2022

This has been identified as one of many challenges currently affecting businesses, alongside pandemic recovery, inflation, and other economic woes. This churn will be detrimental to business growth, revenue, and reputation without appropriate intervention.

Customer Retention 26

Customer Retention AI Artificial Intelligence CRM 26

CSM Practice

JANUARY 13, 2021

“It costs five times as much to acquire new customers than it does to keep existing ones” is a saying that only begins to scratch the surface of why renewals are so important. In the SaaS world, where revenue generation and business growth depends on the customer’s decision to renew, the customer renewal process demands even more attention.

Start-ups 98

Start-ups Touchpoint Education Sales 98

SurveySensum

JULY 14, 2020

Jay Nathan – Founder of Customer Imperative and Gain Grow Retain. With over a decade of experience in customer success and customer service, Jay Nathan has developed customer retention and growth methodology for building, managing, and scaling tech companies serving businesses of all sizes.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Win the Customer

SEPTEMBER 21, 2023

As we delve into the insights learned from customer experience trends, it’s evident that experience continues to be a driving force behind brand loyalty, customer retention, and ultimately, business success.

Customer Experience 69

Customer Experience Social Media Omnichannel CX 69