ClientSuccess

MARCH 17, 2020

For many people working in the SaaS industry, the term Customer Relationship Management (CRM) has become a blanket ‘catch-all’ term for anything having to do with sales, onboarding, adoption, renewals, and, yes, customer retention. So, do you really need a stand-alone customer retention management solution?

Customer Retention 59

Customer Retention CRM Customer Relationship Management Innovation 59

Comm100

OCTOBER 8, 2016

Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. With stakes this high, it’s essential that you build a solid customer retention plan that can lead to long-term customer loyalty.

Customer Retention 61

Customer Retention Customer Loyalty Social Media Education 61

Zendesk

MAY 12, 2021

When it comes to minimizing poor experiences and increasing retention , customer retention software can come in handy. This type of technology helps team members across departments provide positive service experiences—no matter how a customer interacts with your business—reducing the chance that a customer will leave.

Customer Retention 52

Customer Retention Net Promoter Score Touchpoint CRM 52

PeopleMetrics

FEBRUARY 4, 2025

Automating VoC-CRM Integration AI can connect VoC insights with customer relationship management tools, ensuring frontline employees see real-time feedback. The system links customer satisfaction data with churn rates and revenue impact, proving that reducing wait times for loan approvals increases customer retention by 15%.

VOC 62

VOC AI Text Analytics Touchpoint 62

Totango

MAY 24, 2022

Customer relationship management software is great for sales, but it isn’t a substitute for a customer success platform. A customer relationship management app is software used to store data about prospect and client interactions in a single database to support sales, marketing, and other business functions.

CRM 96

CRM Customer Relationship Management Customer Relationship Sales 96

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 141

Net Promoter Score Engineering Customer Retention Customer Feedback 141

Beyond Philosophy

MARCH 16, 2015

My concern is the focus on improving the Customer Experience is in danger of heading the same way as Customer Relationship Management (CRM), into failure if it’s not careful. It is great to see but I also see problems, some of which I have written about before.

CEM 122

CEM CX CRM Customer Experience Management 122

Shep Hyken

DECEMBER 9, 2022

A study by Aspect Software found that companies that adopt omnichannel strategies achieve 91% greater year-over-year customer retention rates compared to companies that don’t. . A contact center CRM is a customer relationship management system that’s designed specifically for contact centers.

Contact Center 108

Contact Center Sales Omnichannel CRM 108

Zendesk

APRIL 1, 2022

CS Ops supports both customer success managers (who proactively ensure buyers are reaching their goals) and customer service teams (whose success depends on solving problems quickly and accurately). CS Ops enables support agents and CSMs to do what they do best: connect with customers. Lower customer retention costs.

Customer Service 97

Customer Service CRM Customer Retention Customer Acquisition 97

PeopleMetrics

DECEMBER 12, 2017

“Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right?”. While it may be true that at their core, both systems revolve around the key interactions a customer has with your brand, CRMs and CEMs serve distinctly different purposes and operate from two contrasting angles.

CEM 84

CEM CRM Customer Relationship Management VOC 84

SurveySensum

DECEMBER 27, 2024

Acquiring new customers is essential for growth, but retaining your existing ones is not only more cost-effective – its a proven way to boost profits. In fact, by increasing the customer retention rate by 5% , businesses find that they can grow their profits anywhere between 25-95%.

Technology 52

Technology Technology Artificial Intelligence CX 52

Fonolo

APRIL 9, 2019

In fact, 84 percent of customers say they are frustrated when an agent doesn’t have their information at hand. Consider integrating your call center phone system with your customer relationship management (CRM) software so that a caller’s account information appears on an agent’s screen when the customer calls.

Contact Center 122

Contact Center CRM Customer Relationship Management Customer Service 122

Zendesk

MARCH 16, 2023

The term CRM —customer relationship management—is everywhere now, but it wasn’t in the early days of Appboy. Listen to what customers don’t say At the time, Ghermezian says the market wasn’t looking for a customer retention or customer lifecycle management platform.

CRM 92

CRM Customer Acquisition Customer Relationship Management Customer Retention 92

Intercom, Inc.

OCTOBER 1, 2022

Plus, having a comprehensive knowledge base and/or help center can make it easier to train new customer service agents during their onboarding. Investing in building a robust customer self-service portal can save a lot of time and money in the long run, and help with customer retention, making it a healthy choice for the bottom line.

Machine Learning 104

Machine Learning Omnichannel Customer Satisfaction Customer Relationship Management 104

Hodusoft

NOVEMBER 27, 2024

Another research indicates that 70 percent of customers say a company’s understanding of their personal needs influences their loyalty. When it comes to personalizing customer interactions, your call and contact center software’s integration with Customer Relationship Management (CRM) systems can be immensely helpful.

Customer Loyalty 52

Customer Loyalty Contact Center E-commerce Omnichannel 52

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? They can be categorized by Customer Profitability, Customer Knowledge, and Customer Well-Being. Lynn Hunsaker.

CRM 66

CRM CEM Non-Profits Customer Experience 66

Intercom

JULY 25, 2022

Customer engagement is defined as communicating with your customers over the course of their journey – from acquiring, onboarding, and nurturing to supporting and retaining – to help them get to the outcome they want. Effective customer engagement holds the key to customer retention and loyalty.

Artificial Intelligence 104

Artificial Intelligence Outlook Machine Learning Manufacturing 104

Experience Investigators

JANUARY 7, 2025

Your CX strategy should reflect where your organization currently stands with its customer experience and define a clear vision for where you can go next. A well-defined CX strategy can help you drive tangible business outcomes: Greater customer retention, a stronger brand reputation, and faster revenue generation.

Customer Experience 52

Customer Experience Customer Journey Map Touchpoint CX 52

Zendesk

FEBRUARY 10, 2022

In the Zendesk Customer Experience Trends Report 2022 , over 90 percent of respondents said they’d spend more money with businesses that offer streamlined experiences. And customers who describe a company’s CX as “good” are 37 percent more likely to recommend it to others. Measure customer optimization metrics.

Customer Experience 98

Customer Experience Unstructured Data Customer Journey Map Net Promoter Score 98

Hodusoft

MAY 24, 2022

Contact centers are becoming increasingly important to modern business, and they are the central hub in a company to assist with customer retention and building brand loyalty. Top Reasons Cloud-based Is Better Than On-Premise For Contact Centers. during the forecast period, reaching USD 36.1 billion by 2025 from USD 11.5

Contact Center 98

Contact Center Finance Omnichannel Customer Relationship Management 98

Totango

SEPTEMBER 20, 2022

This delivers customers more satisfying experiences, which promote higher retention, lower churn, and higher referral rates. A customer enablement program is a vital part of the customer landscape for B2B and SaaS companies that rely on customer retention for growth.

B2B 88

B2B Net Promoter Score Education Social Media 88

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? They can be categorized by Customer Profitability, Customer Knowledge, and Customer Well-Being. Lynn Hunsaker.

CRM 59

CRM CEM Non-Profits Customer Experience 59

Gainsight

AUGUST 26, 2024

In today’s customer-centric world, relying on a single customer management tool is like Batman gearing up for action without the Batmobile to get him there. Enter the super-duo of customer management systems: Customer Relationship Management (CRM) and Customer Success Platform (CSP).

CRM 52

CRM Customer Relationship Management AI Customer Relationship 52

Zendesk

JUNE 30, 2022

Additionally, investing just 5 percent in customer retention has been shown to boost profits by a minimum of 25 percent. It clearly pays to retain your customers—but how, exactly, do you keep them coming back for more? The key to customer retention and lifetime value is after-sales service. Deepen brand loyalty.

Sales 98

Sales Non-Profits Social Media Customer Retention 98

Shep Hyken

JANUARY 28, 2022

However, with the help of technology and the invention of software, it is possible to manage different customer relationships all in one place. . CRM is the abbreviation for customer relationship management. It refers to all connections between the business and the customer using various tools.

CRM 65

CRM Customer Relationship Customer Relationship Management Sales 65

Gainsight

AUGUST 26, 2024

This tag team will elevate your customer strategy from the minor leagues to the big leagues, ensuring every interaction is smooth, strategic, and set for success. A Customer Relationship Management (CRM) system is designed to help businesses manage and analyze all customer interactions.

CRM 52

CRM Customer Relationship Management AI Customer Relationship 52

Hodusoft

SEPTEMBER 6, 2023

Enhanced customer retention A study conducted by reputed marketing training company MarketingProfs revealed that companies that closely coordinated marketing and sales endeavors experienced 36 percent higher customer retention. There is no doubt that the right lead-generation campaign can enhance customer retention.

Customer Retention 96

Customer Retention Sales Contact Center Artificial Intelligence 96

Aquire

SEPTEMBER 2, 2021

Effective customer data management is incredibly important because it helps you: Increase conversions and sales Improve customer retention Enhance customer experience. Now that we know what customer data management is, let’s review some guidelines for applying it to your business.

Data Entry 97

Data Entry Government Healthcare Customer Relationship Management 97

Fonolo

MAY 25, 2022

Better customer experience builds customer loyalty for long-term returns. Customer Relationship Management (CRM) systems. Customizable reports help you overview how your contact center is doing, improving sales and customer retention.

Technology 87

Technology Technology Contact Center CRM 87

Intercom, Inc.

APRIL 28, 2022

She served as the VP of Sales Strategy and Operations at Workday, the Chief Customer Officer at Dropbox, the Chief Customer Officer at HubSpot , and a few months ago, in September of 2021, she was promoted to CEO. How to drive more customer retention is on everyone’s mind.

CRM 118

CRM Start-ups Voice of the Customer Customer Journey Map 118

Hodusoft

JANUARY 30, 2025

Enhanced Customer Experience Omnichannel contact center software ensures a seamless and consistent experience for customers across all communication channels. By unifying customer interactions and providing customer service agents with real-time access to interaction history, companies can deliver personalized and efficient support.

Contact Center 52

Contact Center Omnichannel Social Media Retail 52

VOZIQ

AUGUST 13, 2023

Based on surveys and interviews with more than 100,000 respondents, it becomes clear that fans have the highest customer value and therefore contribute significantly to the economic success of a company. 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

Totango

AUGUST 11, 2022

In this article, we’ll show you how to build client relationships digitally with your SaaS customers. First, we’ll look at how digital client relationships differ from live interactions and what this implies for SaaS customer relationship management. Communication lies at the heart of customer relationships.

Net Promoter Score 113

Net Promoter Score Social Media Customer Journey Map Customer Relationship 113

ClientSuccess

JANUARY 10, 2020

Many onboarding teams turn to automated onboarding software or customer relationship management platforms to help manage and organize the onboarding process. For many, onboarding is the first introduction end-users will have to a new product and to the customer success team.

Customer Relationship Management 65

Customer Relationship Management Customer Relationship Customer Retention Customer Loyalty 65

Gainsight

JANUARY 21, 2025

Better tools for the customer journey : Gone are the days when CS teams could scrape by with generic systems or makeshift Customer Relationship Management tools (CRMs) trying to match the functionality of a dedicated Customer Success Platform (CSP). But what does this increased investment actually mean?

Customer Retention 52

Customer Retention AI Compliance Customer Relationship Management 52

PeopleMetrics

FEBRUARY 26, 2018

Your customers who bought your product and solution did so for a reason – because they believed it would add business value to their organization. Your customers who actually use your product and solution every day can help to prove (or disprove) that business value. the question of NPS for your company:?

NPS 96

NPS Net Promoter Score B2B CRM 96

ClientSuccess

JANUARY 10, 2020

Many onboarding teams turn to automated onboarding software or customer relationship management platforms to help manage and organize the onboarding process. For many, onboarding is the first introduction end-users will have to a new product and to the customer success team.

Customer Relationship Management 64

Customer Relationship Management Customer Relationship Customer Retention Customer Loyalty 64