Lumoa

AUGUST 25, 2020

You can’t grow your business without expanding your customer base. However, should your marketing budget be more focused on customer acquisition or retention is a tough question and one that will eventually define your growth. Existing customers spend more, buy more often, and act as a rich source of referrals.

Customer Acquisition 78

Customer Acquisition Customer Retention Machine Learning Social Media 78

Intercom, Inc.

OCTOBER 18, 2021

In the early days of the analytics team at Intercom, our tracking mostly consisted of typical SaaS company finance metrics , such as the conversion rate of our customers from trial to paid, and monthly recurring revenue. We started by reading about what other companies had done. In short, start with the problem , not with the data.

E-commerce 269

E-commerce Start-ups Finance Customer Acquisition 269

Intercom, Inc.

FEBRUARY 12, 2018

The only way to make sure your customers see your message is to understand their behaviors and mindset. There’s a strong parallel between surviving in the wild and starting a business. You’ll either find customers and get them to pay you, or your business will fail and your idea will die. Start with a point of view.

Artificial Intelligence 185

Artificial Intelligence Customer Acquisition Start-ups Manufacturing 185

Intercom, Inc.

OCTOBER 16, 2019

The classic example sees a company move from niche startup to mainstream scale-up, but it can also see companies hone their product-market fit by focusing on a more specialized, and yet more lucrative, user base. Do you have a pricing page on your site or do you make it up on the fly? How much value does the application offer?

Customer Acquisition 195

Customer Acquisition Sales Start-ups Invoicing 195

Intercom

JANUARY 20, 2025

Fin AI Agent can deliver value straight away by resolving the bulk of these issues, and freeing up more bandwidth for the human support team to focus on more complex topics. Fin delivers precise, personalized answers for account and portfolio queries powered by up-to-date knowledge and real-time data. Keen to get started?

Customer Service 91

Customer Service Compliance AI Education 91

Intercom, Inc.

JULY 21, 2022

Intercom was created out of an epiphany in a small Dublin coffee shop because we realized that the impersonal, transactional way of doing business online just wasn’t cutting it for customers anymore. We’ll also hear Andrew Chen, general partner at Andreessen Horowitz, talking about the changing landscape of customer acquisition.

Start-ups 215

Start-ups E-commerce Engineering Customer Acquisition 215

Totango

APRIL 30, 2021

Comparing the cost of customer retention versus customer acquisition underscores why retaining clients is so important. Calculating the Cost of Customer Acquisition. To calculate your average CAC, total up all the marketing and sales costs that go into your acquisition efforts for a given period.

Customer Acquisition 64

Customer Acquisition Customer Retention Social Media Engineering 64

Intercom, Inc.

JUNE 23, 2020

The Conversational Support Funnel has three layers: Proactive Support with messaging to answer customer questions in the product experience, reducing the number of queries reaching the support team. Self-serve Support and bots to automatically answer all common customer questions, reducing inbound volume to support agents.

Start-ups 245

Start-ups Customer Expectations Machine Learning Technology 245

Intercom, Inc.

MAY 10, 2018

After wrapping up nearly three years as Head of Growth at Uber, he’s joined Andreessen Horowitz as a general partner to help build the next generation of great companies. You just started your new role at Andreessen Horowitz, and it’s a homecoming for you in that you were in the VC world previously. How are you settling in?

Start-ups 224

Start-ups Gaming Customer Acquisition B2B 224

Intercom, Inc.

FEBRUARY 6, 2020

What started off as little more than an experiment has paid dividends. Today Udemy for Business boasts 80% of the Fortune 100 – the top 100 largest US companies by revenue – as customers. At the helm of Udemy for Business’ customer acquisition machine is their VP of Marketing Yvonne Chen.

B2B 243

B2B B2C Start-ups Sales 243

Intercom, Inc.

SEPTEMBER 10, 2020

Intercom’s Kate O’Hanlon recently caught up with Mark to talk about his approach to scaling, and why it’s a mistake to think that the formula for success is just about getting product-market fit and then adding sales reps. . According to Mark, customer retention is a far better indicator of success: . When to optimize for scalability.

Customer Retention 226

Customer Retention Sales Customer Acquisition Start-ups 226

Shep Hyken

DECEMBER 31, 2021

She shares 5 customer service strategies that improve customer retention. People may cut companies some slack if a product doesn’t quite work as expected, but only when the customer service experience makes up for these missteps. . It’s a short-sighted strategy to focus on customer acquisition vs. retention.?

Customer Service 121

Customer Service Customer Acquisition Customer Retention B2C 121

Totango

SEPTEMBER 24, 2019

Knowing these different stages can be powerful for monitoring, servicing, and motivating customers, but it all needs to come from a unified, consistent brand. There’s no need to indulge a divisive customer retention vs. new customer acquisition dynamic. Customer Retention vs New Customer Acquisition: The Common Goal.

Customer Acquisition 59

Customer Acquisition Customer Retention Sales Customer Loyalty 59

Beyond Philosophy

MAY 7, 2020

It felt like they were trying to wind me up or a punishment for leaving. The signal that the interaction sent was that the cable provider is not interested in having anything but a transactional relationship with customers. My provider in the UK rarely, if ever, turns up on time. They treat all customers the same.

Customer Acquisition 174

Customer Acquisition Transportation Start-ups Sports 174

Intercom, Inc.

MARCH 14, 2019

What follows are examples of how Leela has implemented specific tactics to ingrain a customer-centric mindset successfully across the whole organization. This is episode one of Scale, a brand new podcast series on moving from startup to scale up. 6 ways to create a customer-centric culture.

Customer Acquisition 178

Customer Acquisition Customer Feedback Construction Customer-Centric Organization 178

Gainsight

APRIL 13, 2022

One of the biggest reasons is this: Product-led approaches can plummet your customer acquisition costs. In this article, we dig into the product-led approach and list the four ways it can lower your customer acquisition costs. What is customer acquisition cost? How do you calculate customer acquisition cost?

Customer Acquisition 52

Customer Acquisition Engineering Start-ups Sales 52

Inside Customer Service

JUNE 23, 2022

Regaining a customer's trust after a service failure has a direct impact on customer retention, customer acquisition, and efficiency. Customer retention For every customer your business loses, you need to attract two new customers to grow. Follow-up with customers who cancel or don't renew.

Customer Acquisition 157

Customer Acquisition Social Media Customer Retention Start-ups 157

Intercom, Inc.

MAY 2, 2019

For Bangaly, you start with the fundamental customer experience – thinking through how you develop customers’ first awareness of your business, encourage their first purchase, and ultimately grow long-term engagement and monetization. Thanks for signing up. It’s rarely enough to have a blockbuster idea.

B2C 184

B2C Retail Start-ups Customer Acquisition 184

Beyond Philosophy

OCTOBER 8, 2020

I’ve never been involved in a Customer Experience improvement program that has not ended up saving costs. He had been reviewing a customer complaint. He explained that the process was that complaints start in the call center, and then escalate up the chain until the customer is satisfied with their resolution.

Customer Acquisition 173

Customer Acquisition Start-ups Customer Satisfaction Customer Service 173

Intercom, Inc.

MARCH 2, 2018

In the very early days of any SaaS business, you will employ numerous marketing tactics to acquire your first customers: blog posts, paid advertising, landing pages, hero videos, webinars, everything but the kitchen sink. If you’re lucky, the signups will start pouring in. Even if that meant getting up at 6 a.m. Not so fast.

Education 218

Education Start-ups Sales Customer Acquisition 218

Intercom, Inc.

JUNE 20, 2018

Creating one-off builds for a handful of customers puts you on the fast track to a Frankenstein product and a customer acquisition strategy that doesn’t scale. These are the questions that followed our first upmarket customers whose business pointed out the ways in which Intercom did and didn’t work for larger teams.

Sales 199

Sales Customer Acquisition Start-ups CRM 199

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 52

Customer Acquisition Net Promoter Score Machine Learning Customer Retention 52

Retently

JULY 11, 2022

If your company is charging the clients on a monthly basis, signing up new customers and keeping them onboard has an incredible impact on your revenue, growth rate and profits. If a customer is a Detractor , there’s a serious chance that they’ll cancel their subscription either in the next billing period or in the near future.

NPS 150

NPS Net Promoter Score Customer Acquisition Start-ups 150

Intercom, Inc.

JANUARY 25, 2023

In 2018, he started building what would become Gainsight PX , a product experience management software to help companies better understand usage data so they can message their users at the right place and at the right time. Where did it all start for you? Mickey: Well, it started when I was 12 or 13 and started coding.

B2B 118

B2B Customer Acquisition Start-ups Sales 118

Intercom, Inc.

JULY 16, 2018

Yes, on one hand it’s easier for people to sign up and try your product, but on the other hand, a lack of commitment means that switching costs between products are lower. People can leave as fast as they joined up. We try to find out why they’ve started a trial as soon as possible. We always start with messaging.

Sales 137

Sales Start-ups Customer Acquisition 137

Intercom, Inc.

APRIL 25, 2019

This is episode seven of Scale , a brand new podcast series on moving from startup to scale up. New managers also go through five weeks of training on company culture, taking calls from customers and working in the Zappos warehouse. It’s only then that they start the job they were hired for.

Sales 136

Sales Customer Acquisition Start-ups Engineering 136

Intercom, Inc.

OCTOBER 2, 2018

That metaphor started to break as Inside Intercom covered more and more topics in a variety of mediums such as text, illustration, audio and video. When we started thinking about what the future of Inside Intercom would look and feel like, we distilled the tone of the blog down to four words: opinionated (confident, witty, but not angry).

Engineering 162

Engineering Social Media Customer Acquisition Start-ups 162

Intercom, Inc.

JULY 1, 2019

The old world SaaS model was basically all about sign up and convert. At Collision , I spoke about the new techniques that product owners and marketers will need to navigate the world of customer relationships. All of these services are literally things that you can get per month for $9, and they show up on your doorstep in a box.

Customer Retention 223

Customer Retention Start-ups Manufacturing Customer Acquisition 223

Retently

JANUARY 25, 2023

Gone are the days when you could drop-ship your way to success, customer experience and customer lifetime value becoming more immediate priorities. Announced during the Annual Worldwide Developers Conference in June 2020 but rolled out starting with iOS 14.5 What do privacy updates mean to the industry?

Social Media 31

Social Media Customer Acquisition Non-Profits NPS 31

Retently

AUGUST 29, 2018

You’ve built a great product, perfected your customer acquisition process and even started to poll your clients to learn more about what they think of you. One of the biggest strengths of NPS® is that it’s an objective, quantifiable measure of how your customers view your product or service. Customer Service Tips.

Net Promoter Score 152

Net Promoter Score Close the Loop Customer Service NPS 152

Intercom, Inc.

JUNE 3, 2021

Not too long ago (although it honestly seems like a lifetime), we were buckling up to navigate the COVID-19 pandemic and all of the tough, unparalleled challenges it forced us to face. And so, now’s the time to start thinking about accelerating our business strategies and grabbing the opportunities it brings. No, I’m joking.

Start-ups 228

Start-ups Engineering Healthcare Sales 228

Beyond Philosophy

MARCH 2, 2020

To summarize, researchers learned that lousy customer service is not always the product of ineptitude on the part of the company but instead sometimes a deliberate strategy to save money. Long phone queues and poor response times cause customers to give up, at least for the time being and try again later. Of course not.

Customer Service 188

Customer Service Business Growth Start-ups Customer Acquisition 188

Intercom, Inc.

AUGUST 29, 2019

It’s no surprise that one of the key levers for growth as you go from startup to scale-up is your sales team. I worked with Jack Welch of GE for a couple of months to get his online MBA program off the ground, and when I started my first company way back in the day, Jack came to Boston to do one of his conferences. Jeanne: Yeah.

Sales 172

Sales Start-ups E-commerce Manufacturing 172

Experience Investigators

FEBRUARY 18, 2025

Your team may be able to re-engage lost customers down the road, but its best to keep them happy from Day 1. Investigate these areas and create a plan to better address your customer expectations. Find where specific efforts around the customer experience will have the greatest impact for your organization.

Customer Experience 52

Customer Experience Non-Profits CX Education 52

Intercom, Inc.

OCTOBER 29, 2019

We could no longer assume all our customers had uniform needs and could be reached the same way. Having grown to more than 300 people, communication between colleagues became complex , fracturing that crisp, shared notion of the customer we once took for granted. How to segment your customers. Gather data about your customers.

B2C 184

B2C Finance Engineering B2B 184

Intercom, Inc.

NOVEMBER 14, 2019

As a brand new company, you might engage in plenty of initiatives that are inherently un-scalable – because there’s no better way to nurture customer love than through a personal relationship. It’s time to start thinking about retention at scale and bring onboard a customer success team. Gainsight research backs this up.

Sales 108

Sales Gaming Education Customer Acquisition 108

Retently

NOVEMBER 27, 2024

That’s a lot of shopping carts, checkouts, and happy customers! With the industry growing at lightning speed, brands face a golden opportunity to scale like never before – but it’s not as simple as setting up a website and waiting for sales to roll in. Use buyer journey mapping to see where customers drop off. Let’s dive in!

Sales 148

Sales Social Media Predictive Analytics Start-ups 148