Intercom, Inc.

MAY 10, 2018

I hosted Andrew on our podcast to chat about the changing landscape of customer acquisition, how his “Law of Shitty Clickthroughs” manifests itself in today’s growth channels, and what the rest of us can learn from the likes of Dropbox and Uber. If you enjoy the conversation check out more episodes.

Start-ups 224

Start-ups Gaming Customer Acquisition B2B 224

Retently

MAY 31, 2024

This could mean deploying automated email campaigns (such as customer retention emails), rapidly sharing feedback with the right teams, or building best practices around soliciting feedback from customers. But when it’s all said and done, your CSMs are really there to learn how and why customers interact with your product.

Net Promoter Score 145

Net Promoter Score Engineering Customer Retention Customer Feedback 145

VOZIQ

MAY 5, 2023

Sales or new customer acquisition is the most fundamental and obvious contributor to revenue growth. When we set a higher revenue target for a new financial year, we establish new benchmarks for sales efforts that highlight how many new customers we should aim to acquire that year.

Customer Acquisition 40

Customer Acquisition Net Promoter Score Machine Learning Customer Retention 40

Experience Investigators

FEBRUARY 1, 2022

Customer experience management means caring about the employees who are designing, delivering and driving customer journeys. It also means tapping into their ideas around innovation for the customer experience. . It means investing in their education, their feedback cycles, and their wellness. It’s literally a win/win.

Customer Experience 136

Customer Experience CXM Net Promoter Score CX 136

CX Journey

MARCH 3, 2015

With another, I asked: Have you ever wondered why customers say they buy your products based on price - and then, in the end, they also stop buying because of price? Why Customers Really Leave And finally, the last one pondered this: Is your customer acquisition (and retention) strategy based on discount pricing?

CX 79

CX Innovation Customer Acquisition Customer Retention 79

Beyond Philosophy

JUNE 20, 2015

In order for the company to protect and build bonding levels, our counsel was that the organization must continue to find innovative ways to meet the emerging needs of its customers. The first, a B2C example, involves a major player in the cable television industry.

B2C 102

B2C B2B Entertainment Customer Acquisition 102

Execs In The Know

MARCH 13, 2023

It is the world’s largest car sharing marketplace and has been named Fast Company’s 10 Most Innovative Companies in Transportation. During Customer Response Summit (CRS) Austin, Julie Weingardt, Chief Operations Officer at Turo, was one of our keynote speakers. It’s like Airbnb, but for cars.

Transportation 88

Transportation Non-Profits Sports Hospitality 88

VOZIQ

AUGUST 13, 2023

Through this book, you’ll discover the alchemical formula for building unwavering customer trust, forging deep emotional connections, and exceeding expectations at every touchpoint. The Secrets to Attracting and Keeping Your Dream Customers: Comprehensive Guide to Customer Acquisition and Retention.

Customer Acquisition 52

Customer Acquisition Customer Retention Finance Actionable Insights 52

PeopleMetrics

DECEMBER 12, 2017

Typically leveraged by Sales & Marketing teams, CRMs help to centralize the management of leads and improve customer relationships with ultimate objective of driving customer retention and sales growth.

CEM 84

CEM CRM Customer Relationship Management VOC 84

Retently

NOVEMBER 27, 2024

Demand for Innovation : Nearly 90% of Gen Z consumers express interest in technologies like AR and VR for shopping, showing a growing appetite for immersive, tech-enabled experiences. Tools to Decode Buyer Behavior To keep up with these trends, you need the right tools to analyze customer behavior and refine your strategies.

Sales 152

Sales Social Media Predictive Analytics Start-ups 152

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. However, let’s go a little deeper, and look into the benefits of collecting, analyzing, and acting on customer feedback: 1.

Voice of the Customer 90

Voice of the Customer Customer Feedback CEM Net Promoter Score 90

ClearAction

NOVEMBER 11, 2022

It encourages balance of energy and investment in proactively retaining and acquiring customers. When you proactively retain customers, your non-customer-facing groups collaborate to prevent recurrence of prevalent issues that cause customer pain. This is a powerful and effective motivator.

Customer Experience 71

Customer Experience Key Driver Analysis Customer Acquisition CX 71

ClearAction

MAY 29, 2016

When CRM (sometimes equated with customer experience management ) came on the scene in the mid-90s, Service departments evolved from cost containment to revenue mandates, facilitating up-selling and cross-selling as customer retention tactics.

Customer Experience 67

Customer Experience Social Media Customer Experience Management Voice of the Customer 67

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

Zendesk

FEBRUARY 29, 2024

However, a pattern of consistent customer cancellations or downgrades indicates that there may be issues with your product or your customer experience. Understanding this metric can help you in key areas like: Customer retention : Revenue churn can help identify what your customers appreciate—and what they don’t.

Customer Retention 52

Customer Retention Customer Acquisition Artificial Intelligence CX 52

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. Customer success has always been about helping customers to achieve their goals.

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. Customer success has always been about helping customers to achieve their goals.

Customer Acquisition 71

Customer Acquisition Sales Start-ups Innovation 71

Confirmit

SEPTEMBER 25, 2019

Wale Omiyale, head of Confirmit’s global Market Research practice, kicked the day off by sharing his view of the purpose of the event, which included getting feedback from our clients on our latest updates and innovations. Wale also shared Confirmit’s view of the top five digital trends impacting the Market Research industry.

Artificial Intelligence 40

Artificial Intelligence Machine Learning Customer Acquisition Innovation 40

VOZIQ

AUGUST 31, 2023

As AI blurs the lines between human and machine creation, society grapples with the balance between innovation and the preservation of integrity. CX journey mapping doesn’t get any easier than this (Forrester) The study shows the persistent complexities of customer experience (CX) journey mapping.

Customer Acquisition 52

Customer Acquisition AI Touchpoint CX 52

MattsenKumar

MAY 18, 2021

With limited users, the competition will become stiff, and the focus will surely shift from customer acquisition to customer retention. With a limited number of customers to acquire, it makes sense to spend on customer retention and clock a higher customer lifetime value. Poor Website Design.

E-commerce 52

E-commerce Net Promoter Score Engineering Social Media 52

ClientSuccess

JANUARY 10, 2018

When churn occurs, not only does your marketing team have to dedicate time and resources to bringing in new leads and prospective customers, but now they have to refocus their attention to re-attract customers that have been lost.

Customer Acquisition 40

Customer Acquisition Customer Retention Innovation 40

Gainsight

OCTOBER 5, 2020

Both April and Mickey have leadership experience during recessions and advised that it is a combination of metrics, analytics, and personal relationships with customers that work best. . After every economic downturn, there is an opportunity for innovation. What Gainsight sees in market trends is being reflected in customer usage.

Entertainment 59

Entertainment Start-ups Voice of the Customer Customer Acquisition 59

SurveySensum

JULY 6, 2023

You’ve poured your heart and soul into creating captivating marketing campaigns, investing substantial resources in driving customer acquisition. Yet, despite these efforts, you notice a decrease in sales and declining customer loyalty. Even as a retail giant , Reliance Trends struggles with customer retention.

Customer Satisfaction 52

Customer Satisfaction Retail Social Media Net Promoter Score 52

SurveySensum

JULY 6, 2023

You’ve poured your heart and soul into creating captivating marketing campaigns, investing substantial resources in driving customer acquisition. Yet, despite these efforts, you notice a decrease in sales and declining customer loyalty. Even as a retail giant, Reliance Trends struggles with customer retention.

Customer Satisfaction 52

Customer Satisfaction Retail Social Media Net Promoter Score 52

SurveySensum

JULY 10, 2023

So, coach and empower your employees with skills and knowledge for excellent retail customer service, from effective communication to problem-solving finesse. Also, create a positive work environment where happy employees foster teamwork, innovation, and personal growth, going the extra mile to enhance customer satisfaction.

Retail 52

Retail Customer Service E-commerce Social Media 52

Hodusoft

JUNE 12, 2024

The customer acquisition costs (CAC) of the e-commerce industry is quite high as a majority of products listed on e-commerce websites are low-ticket and enjoy lower margins compared to their high-ticket counterparts. According to several industry experts, the customer retention rate for the e-commerce industry is about 20-30 percent.

E-commerce 52

E-commerce Contact Center Sales Retail 52

SurveySensum

SEPTEMBER 5, 2023

A positive SaaS experience facilitated by cutting-edge SaaS feedback software leads to satisfied, loyal customers who not only stay but also become your advocates. These satisfied users aka promoters enthusiastically recommend your software to others, driving customer acquisition for your business.

Actionable Insights 52

Actionable Insights Customer Experience NPS Net Promoter Score 52

SurveySensum

JULY 10, 2023

So, coach and empower your employees with skills and knowledge for excellent retail customer service, from effective communication to problem-solving finesse. Also, create a positive work environment where happy employees foster teamwork, innovation, and personal growth, going the extra mile to enhance customer satisfaction.

Retail 40

Retail Customer Service E-commerce Social Media 40

Qualtrics

OCTOBER 28, 2020

According to Justin Schuster , vice president of enterprise products for MarketTools, marketers who measure the impact of their customer intelligence say that it not only boosts campaign-specific metrics, but also improves: Customer acquisition. Customer retention. Customer satisfaction. Customer value.

Social Media 34

Social Media Close the Loop Sentiment Analysis Engineering 34

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

SugarCRM

FEBRUARY 22, 2024

data-secret="01EK9WcL6R" frameborder="0" scrolling="no" width="500" height="281"> Fortunately, enterprises can use two solid strategies focused on the customer to boost customer retention and secure a better position in the market, regardless of the industry: customer early education and a solid customer onboarding strategy.

Education 26

Education Start-ups CX Customer Retention 26

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 125

Customer Retention B2B Non-Profits Customer Acquisition 125

Intercom, Inc.

JUNE 28, 2018

If you are a product that figures out an awesome consumer subscription business – or you’ve figured out a high-ticket item like housing or cars – all of a sudden you can innovate within paid acquisition. You can do paid referrals or paid ads. You can figure out different kinds of incentives.

Start-ups 160

Start-ups Engineering Gaming Innovation 160

Beyond Philosophy

APRIL 14, 2022

However, here are some of the stats that stood out to me most: 73% of business leaders reported a direct link between customer service and business performance. 64% of business leaders say that customer service has a positive impact on the company’s growth . 60% say customer service improves customer retention .

Customer Satisfaction 78

Customer Satisfaction Contact Center Customer Acquisition CX 78

Intercom, Inc.

JUNE 28, 2018

If you are a product that figures out an awesome consumer subscription business – or you’ve figured out a high-ticket item like housing or cars – all of a sudden you can innovate within paid acquisition. You can do paid referrals or paid ads. You can figure out different kinds of incentives.

Start-ups 126

Start-ups Engineering Gaming Innovation 126

SixteenVentures

DECEMBER 31, 2019

What I called the “Definite Guide to Customer Success” way back in 2014 is getting far more definitive for 2020 as I incorporate what I learned over the last year. … The Customer Success Book. The Role of Customer Success in… Customer Development. Customer Acquisition.

Start-ups 137

Start-ups Sales NPS Non-Profits 137