eglobalis

JUNE 27, 2024

Conduct comprehensive research to understand the full scope of the customer journey. This involves gathering data from multiple sources such as customer feedback, social media interactions, sales data, and direct customer interviews. Companies like HSBC in Europe and Toyota in APAC excel in this area.

Customer Experience 467

Customer Experience VOC Net Promoter Score Government 467

ECXO

JULY 29, 2024

Conduct comprehensive research to understand the full scope of the customer journey. This involves gathering data from multiple sources such as customer feedback, social media interactions, sales data, and direct customer interviews. Companies like Barclays in Europe and Honda in APAC excel in this area.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

eglobalis

AUGUST 13, 2024

While American companies are celebrated for their creativity and German firms for their precision engineering, Samsung combines both with a unique speed and flexibility that keeps it at the forefront of the global market. This ecosystem lock-in is a significant factor in customer retention. All data are publicly available.

CX 518

CX Innovation Manufacturing Technology 518

Gainsight

APRIL 14, 2025

Good CROs find ways for CSMs and Sales teams to collaborate, but the best CROs create a revenue multiplier by adding in a powerful customer community , too. CS Teams Can Identify Winning GTM Strategies Customer Success sits closest to real-time customer feedback.

Engineering 40

Engineering Sales Customer Feedback Technology 40

ECXO

MARCH 21, 2023

The process involves customer research, design thinking, and user testing to develop products and services that fit seamlessly with the customer journey. Effective design incorporates user insights, customer feedback, and an understanding of customer pain-points to create engaging, intuitive experiences that delight customers.

Customer Experience Maturity Model 295

Customer Experience Maturity Model B2B CX Customer Experience 295

Retently

MAY 31, 2024

Operating from this position means you’ll likely end up prioritizing the hire of additional technical staff (engineers, programmers, etc.) The Connective Tissue of a Company The first non-technical hire you make needs to be in Customer Success. to handle problems as they arise.

Net Promoter Score 142

Net Promoter Score Engineering Customer Retention Customer Feedback 142

Retently

MARCH 11, 2025

That means a CX Manager isnt just responsible for handling customer concerns; theyre shaping how customers feel about the brand, turning one-time buyers into lifelong fans. They act as a bridge between the customer and teams working with product, marketing, logistics, and support to ensure customer insights lead to tangible fixes.

CX 115

CX Customer Experience Net Promoter Score NPS 115

Hodusoft

APRIL 24, 2025

Insurance Customer Retention with Contact Center Software For contemporary insurance companies, acquiring more policyholders is not good enough. In such a scenario, customer retention (or retention of policyholders, if you will) is the only recourse. Why Customer Retention is Critical in Insurance?

Contact Center 52

Contact Center Customer Retention Data Entry CRM 52

Intercom

JANUARY 29, 2020

. “Like any time you’re receiving bad news in life, context is key” For feature requests, a good relationship between customer support and product can help provide much needed context into why certain choices have been made. Breaking up with your customer is okay too. Don’t change your tone of voice.

Engineering 142

Engineering Customer Relationship Customer Retention Innovation 142

Confirmit

OCTOBER 18, 2018

What Is Customer Retention? Customer retention refers to an organization’s processes and activities that aim at stopping customers from churning or switching to a competitor. Increasing customer loyalty is a key goal of any business, and contributes greatly towards sustainable growth.

Customer Retention 45

Customer Retention VOC Net Promoter Score Voice of the Customer 45

SurveySensum

DECEMBER 30, 2024

SurveySensum SurveySensum is an AI-powered customer experience management platform designed to help businesses capture, analyze, and act on customer feedback in real-time. From Insights to Action: Unlock the Power of Customer Feedback to Drive CX with SurveySensum!

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

Intercom, Inc.

NOVEMBER 14, 2019

Your connection to your users is the gasoline that fuels the engine of your business. Keeping a deep connection to your customers is relatively easy when your user base is small and your team can interact with folks directly. But it’d be a mistake to focus all your attention on acquiring customers.

Sales 108

Sales Gaming Education Customer Relationship 108

Intercom, Inc.

SEPTEMBER 9, 2022

Building ML products requires balance – it’s pointless to start with the problem if the solution is unattainable, but you shouldn’t start with the tech if it can’t meet real customer needs. While it’s likely that more realistic claims close fewer accounts, it pays off in customer retention. You can use a neural network.

Machine Learning 249

Machine Learning ML Unstructured Data Start-ups 249

Hodusoft

MARCH 18, 2025

We have engineered our HoduCC omnichannel contact center software with social media integration to enable e-commerce companies efficiently manage customer communication on their preferred social network. When compared with other sectors, the customer retention rate of the e-commerce industry is among the lowest.

Social Media 52

Social Media Contact Center E-commerce Retail 52

VOZIQ

OCTOBER 11, 2023

Poor Data Quality If the data used for analysis is inaccurate, incomplete or outdated, the insights and predictions generated by data science models can be unreliable, rendering the obtained intelligence ineffective for customer retention strategies. Lack Of Collaboration. Solution: Bring all skills under one umbrella.

Customer Retention 40

Customer Retention Machine Learning AI Engineering 40

Retently

MARCH 18, 2019

Does your company retain its customers or take them for granted? Customer retention is one of the most important aspects of growing your company, yet it’s one that many companies overlook, focusing more on acquiring new customers. After all, brands with high customer retention are usually companies with high NPS score.

Net Promoter Score 127

Net Promoter Score NPS Customer Retention Innovation 127

Intercom

NOVEMBER 30, 2021

Adopting the right strategy will help you scale your personalized support without scaling your costs, which will have the knock-on effect of increasing your customer satisfaction (CSAT) and customer retention. Ditch the copying and pasting between tools and pinging your engineering team to help out. CRM: Salesforce.

E-commerce 124

E-commerce Social Media Engineering Start-ups 124

SurveySensum

JULY 20, 2023

Open-ended) That is why you must collect customer feedback at all touchpoints across the customer journey. And, we explore how leveraging the power of customer feedback can help resolve these issues, ultimately enhancing your customer experience in retail. Did our product variety meet your needs?

Retail 52

Retail Customer Feedback CX Social Media 52

Intercom, Inc.

JULY 11, 2019

But when things start going less well, and your CFO starts looking for places to cut, they typically will go to support first and not to sales, because sales is the growth engine. When you think about it and flip the script a little bit, you start to break down the customer experience in terms of what’s important, right?

Start-ups 188

Start-ups Sales Engineering Voice of the Customer 188

Retently

MARCH 10, 2022

Great customer success is perhaps the single greatest defense you have against high churn. Some of the areas where the churn rate is affected most significantly are during the Onboarding, Product Adoption, Customer Retention , and Product Expansion stages. Be proactive: monitor customer health and contact them when it drops.

Start-ups 147

Start-ups Customer Satisfaction Customer Service Omnichannel 147

CX Journey

JUNE 19, 2015

It's not new; she wrote about customer rooms five years ago. This year, though, she devotes a few pages in her new book, Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine , to this topic and includes an example from The Irvine Company. Customer rooms allow them to.

Invoicing 71

Invoicing Customer Journey Map Hospitality Hospitality 71

PeopleMetrics

DECEMBER 2, 2016

Studying the Customer Experience feedback for companies that utilize a field service delivery model reveals some interesting insights. The most interesting of which is the importance of the field engineer. 1: You only get one chance to make a great (in-person) first impression; nail it!

Net Promoter Score 75

Net Promoter Score Customer Experience Engineering NPS 75

Retently

NOVEMBER 27, 2024

Next, we’ll discuss how building customer loyalty can supercharge long-term growth. Building Customer Loyalty for Retention Acquiring new customers is exciting, but retaining your existing ones? Higher Lifetime Value (LTV): Returning customers are more likely to spend more with your business over time.

Sales 148

Sales Social Media Predictive Analytics Start-ups 148

Zendesk

FEBRUARY 14, 2022

This goes far beyond customer service, though that certainly plays a part in the customer experience. In this article we’ll dive into what it takes to launch a customer experience transformation and how building a customer insights and action engine can drive customer engagement, satisfaction, and revenue.

Customer Experience 52

Customer Experience Engineering Customer Feedback Customer Satisfaction 52

SugarCRM

NOVEMBER 23, 2021

Whether you are a small business or an enterprise, it’s essential to understand that the end goal isn’t just to sell your product or service but to create customers for life. Customer retention is not a single event that happens at contract renewal. The key to customer retention is customer satisfaction.

Customer Retention 26

Customer Retention Artificial Intelligence CRM Customer Acquisition 26

Gainsight

APRIL 14, 2022

We can’t take our customers for granted — ever. Investing in customer success (CS) isn’t a nice-to-have anymore — or even merely a high priority — it’s existential. In fact, customer success is the critical growth engine driving net revenue retention (NRR) for subscription-based businesses.

Engineering 59

Engineering Sales NPS B2B 59

SurveySensum

JUNE 26, 2024

But the question here is that lots of businesses use NPS to boost their customer loyalty , but what is it that Amazon is doing differently that is making such a difference? Personalization Did you know that 91% of customers say that they are more likely to shop with brands that provide relevant and personalized offers and recommendations?

NPS 52

NPS Customer Loyalty Net Promoter Score Close the Loop 52

Intercom, Inc.

OCTOBER 13, 2022

Now more than ever, businesses need to build strong, long-lasting relationships with their customers to thrive. We’ve heard you loud and clear – our customers’ feedback and partnership was our biggest driving force behind today’s product announcements. To do all of this, you’ve told us you need four important things.

Start-ups 118

Start-ups Machine Learning Engineering Customer Satisfaction 118

Zendesk

MAY 26, 2021

When customer service teams master their more direct objectives, they help the organization to meet more cross-functional objectives, including: Improving customer retention: According to our research with ESG , companies that prioritize customer service are more than six times more likely to exceed their customer retention goals.

Customer Service 105

Customer Service Social Media Start-ups E-commerce 105

Zendesk

APRIL 18, 2023

Understanding this customer need, a financial sales team might take a more hands-off approach when trying to engage potential customers. Improve the customer experience Customer journey maps are a great way to organize customer feedback and turn insights into action.

Customer Journey Map 98

Customer Journey Map Social Media Touchpoint Sales 98

ClearAction

NOVEMBER 14, 2017

As described in “ Business-to-Business Customer Experience: What’s It Like? “, there is an anthill of activity between industrial customers and their suppliers: Engineers may be requested formally or informally to visit their counterpart (electrical, mechanical, chemical, industrial, software, etc.)

Touchpoint 59

Touchpoint B2B Customer Experience Customer Journey Map 59

Totango

AUGUST 11, 2022

Digital interactions that inform SaaS client relationships span the range of the customer journey , from pre-purchase marketing engagements to onboarding to subscription renewals, upsells and brand advocacy. Examples include: Search engine queries and ads. Elicit Frequent Feedback. Social media posts. Demonstration videos.

Net Promoter Score 113

Net Promoter Score Social Media Customer Journey Map Customer Relationship 113

Zendesk

OCTOBER 20, 2023

It also empowers customer service reps with the information they need to provide an exceptional customer experience (CX). Delivering excellent customer service can drive revenue, increase customer retention , stimulate business growth, and improve customer satisfaction.

Customer Service 52

Customer Service Customer Journey Map B2C B2B 52

PeopleMetrics

DECEMBER 2, 2016

Studying the Customer Experience feedback for companies that utilize a field service delivery model reveals some interesting insights. The most interesting of which is the importance of the field engineer. 1: You only get one chance to make a great (in-person) first impression; nail it!

Net Promoter Score 54

Net Promoter Score Customer Experience Engineering NPS 54

Lumoa

JUNE 14, 2023

Everyone from customers to investors and stakeholders will be wary of associating with a company that can’t seem to get its customer experience right. According to Harvard Business Review, acquiring a customer costs anywhere from 5 to 25 times more than retaining an existing one. But the damage doesn’t stop there.

NPS 78

NPS Sentiment Analysis Start-ups Net Promoter Score 78

Customer Bliss

AUGUST 2, 2016

That was a role that evolved over time, but he is still one of the longest-tenured customer-facing executives in the tech sector. . In our conversation, Jeb discusses how the role has evolved, how he has built the team, and how he engages engineers and a very action driven culture to care about and improve customer experience.

Customer Feedback 48

Customer Feedback Business Consulting Engineering Customer Retention 48

Help Scout

JULY 24, 2018

Customer Support teams resolve product-related issues and educate the customer about how the product works. They work with other operational teams like Engineering and Product to improve existing features while gathering customer feedback for upcoming release cycles.

Engineering 40

Engineering Education Customer Retention Customer Satisfaction 40