InteractionMetrics

MARCH 27, 2025

What Is Customer Retention and Why Does It Matter? Customer retention might sound like fancy business jargon, but really, it’s just the art of keeping your customers happy enough that they stick around. Thats customer retention at workusing incentives and positive experiences to keep you coming back.

Customer Retention 52

Customer Retention Net Promoter Score NPS Predictive Analytics 52

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

eglobalis

FEBRUARY 3, 2025

By adopting similar AI-powered customer data platforms (CDPs), your company can segment B2B audiences and deliver personalized marketing messages, enhancing customer retention and satisfaction. This enables businesses to address issues quickly and improve customer satisfaction.

B2B 414

B2B AI Predictive Analytics Sentiment Analysis 414

Comm100

DECEMBER 16, 2024

By integrating AI-driven solutions into service workflows, businesses can streamline processes, optimize resource allocation, and deliver consistent, data-backed experiences that impact both customer retention and the bottom line. They want to provide omnichannel support to their customers without sacrificing on service quality.

Customer Service 52

Customer Service Sentiment Analysis AI Social Media 52

eglobalis

MARCH 13, 2025

How to Win Leadership Commitment This article was originally published in part at [link] Introduction Customer Experience (CX) transformation has become a strategic priority for B2B organizations because it directly influences key business outcomes.

CX 252

CX CX Transformation B2B B2C 252

Experience Investigators

OCTOBER 11, 2024

The best way to gain this buy-in is to prove how a better customer experience can fulfill team goals and directly impact the bottom line. For example, do you know how much it costs for each customer service request?

Business Growth 98

Business Growth Customer Service Customer Journey Map CX 98

TeamSupport

SEPTEMBER 7, 2018

A new term, customer health, is all about monitoring the customer relationship to ensure it remains in a vibrant state.

Customer Relationship 136

Customer Relationship Net Promoter Score Sentiment Analysis B2B 136

SurveySensum

OCTOBER 30, 2024

Enhancing Product Development : By understanding customer expectations and needs, businesses can improve their product development strategies or develop new ones that align better with customer expectations, leading to better conversion rates.

Customer Journey Map 52

Customer Journey Map Actionable Insights Customer Retention Customer Expectations 52

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

Totango

OCTOBER 30, 2024

To drive customer-led growth, organizations need to assign ownership for expansion, align tactics to value drivers, measure post-sales funnels precisely, streamline communication post-sale, and use automation to create more clarity for teams. For years, attainment was the sexiest word in SaaS. But then the ground shifted from underneath.

Sentiment Analysis 62

Sentiment Analysis Sales Start-ups Customer Retention 62

ECXO

NOVEMBER 25, 2024

It encompasses customer retention, market competitiveness, and operational efficiency. ROI Indicators to Measure: Will the feature reduce churn or attract new customers? Instead, they developed a modular analytics solution, balancing feasibility with market relevance. Can it create cross-sell or upsell opportunities?

B2B 391

B2B Engineering Innovation CRM 391

Experience Investigators

NOVEMBER 19, 2024

Hear how to develop a compelling CX mission statement that not only guides employees but also ensures consistent and exceptional customer interactions. Discover how to set measurable goals to assess the success of your CX initiatives, focusing on key metrics like customer retention, referrals, and satisfaction rates.

CX 52

CX Customer Retention Customer Experience 52

SurveySensum

OCTOBER 17, 2024

This helps improve descriptions, pictures, product quality and customer experience as a whole. Boosts Customer Retention Satisfied customers are more likely to become loyal customers in the long run. report, increasing customer retention by 5% can result in an improvement of over 25% in profit.

Customer Feedback 52

Customer Feedback Text Analytics Social Media Artificial Intelligence 52

1 to 1

DECEMBER 11, 2024

It encompasses customer retention, market competitiveness, and operational efficiency. ROI Indicators to Measure: Will the feature reduce churn or attract new customers? Instead, they developed a modular analytics solution, balancing feasibility with market relevance. Can it create cross-sell or upsell opportunities?

Engineering 26

Engineering CRM Innovation Actionable Insights 26

Execs In The Know

MAY 17, 2025

Another initiative I’m proud of was partnering with the Growth team to build out customer retention programs. Before that, support wasn’t contributing to retention at all—but by being intentional about how and when we engaged, we took that number from 0% to around 8–10%.

CX 52

CX E-commerce AI Start-ups 52

Experience Investigators

DECEMBER 10, 2024

Defining What Customer Experience ROI Looks Like There are countless ways to show the value of your CX efforts. Prioritize the onboarding and new customer experience. Speak with new customers to understand what support they need and identify how you can improve their experience to make it better.

CX 52

CX Customer Experience Touchpoint CXM 52

Gainsight

JUNE 5, 2025

Learn more about the latest generation of AI agents for customer retention and growth. They are proven assets for growing revenue and customer retention. CS teams shouldnt be an afterthought. But CS executives rarely get the opportunity to communicate the results of their efforts.

AI 52

AI Customer Retention Engineering Technology 52

SurveySensum

DECEMBER 4, 2024

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. Gain real-time insights with SurveySensum’s NPS software to drive customer retention and loyalty! Measure what matters most!

NPS 52

NPS Net Promoter Score Close the Loop Customer Loyalty 52

eglobalis

JUNE 3, 2025

The quantitative evidence shows that the convergence of CX functions drives customer retention , operational efficiency , and financial performance making the case for CX as the business umbrella not only logical but measurable.

AI 382

AI CX Net Promoter Score NPS 382

Totango

FEBRUARY 12, 2025

Why customer health is vital for enterprise growth Enterprise B2B organizations often face a daunting challenge how to maintain strong relationships when managing thousands of customers across multiple verticals, regions, and use cases. A robust customer health model offers a solution.

Actionable Insights 62

Actionable Insights Predictive Analytics AI Construction 62

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

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

SurveySensum

OCTOBER 28, 2024

Customer Satisfaction (CSAT) Score While NPS tells you if customers will recommend you, CSAT shows you how satisfied they are with specific interactions. Keep an eye on these scores together to get a complete view of the customer journey.

NPS 52

NPS Customer Loyalty Actionable Insights Sentiment Analysis 52

SurveySensum

OCTOBER 29, 2024

Also, 88% of customers say that a good customer service experience is what makes them more likely to make another purchase from the brand. So, if you want to boost your customer retention rate then better pay attention to those customer interactions.

Contact Center 52

Contact Center Text Analytics Sentiment Analysis Machine Learning 52

Adrian Swinscoe

JULY 22, 2025

Today’s interview is with Toni Keskinen, who is the Co-Founder, Chief Product Officer & Chairman at 180ops, a revenue intelligence platform built on account-based customer data […] The post Five blind spots that get in the way of customer understanding and growth – Interview with Toni Keskinen of 180ops first appeared on Adrian Swinscoe.

Business Growth 162

Business Growth Customer Relationship Customer Retention Sales 162

Hodusoft

NOVEMBER 27, 2024

Here are some key metrics and insights commonly used to assess customer loyalty: 1. Customer Retention Rate This measures the percentage of customers who continue to do business with the company over a specified period.

Customer Loyalty 52

Customer Loyalty Contact Center E-commerce Omnichannel 52

Gainsight

JULY 17, 2025

During Gainsight’s recent webinar, Reaching Agentic Maturity: The Path to Agentic Scale , Nick Mehta, CEO of Gainsight, and Brent Krempges, CCO of Gainsight, laid out a compelling vision for the future of AI agents in scaling customer retention and growth.

AI 40

AI Sentiment Analysis Start-ups Gaming 40

SurveySensum

OCTOBER 31, 2024

It not only fosters customer loyalty but builds trust among customers, both present and future. Boosts Business Growth and Profit A 5% increase in customer retention can result in a 25% increase in profit and the Pareto Principle states that 80% of your profit comes from 20% of your customer base.

Social Media 52

Social Media Omnichannel Technology Technology 52

Retently

MARCH 17, 2025

Tracks how customer sentiment, retention, and support efficiency have evolved over time. customer sentiment via NPS, CSAT, CES) How has our customer retention rate changed year-over-year? retention and churn trends) Are we reducing the number of recurring complaints about product quality?

Actionable Insights 94

Actionable Insights CX NPS Sentiment Analysis 94

Smart Customer Service

JUNE 24, 2025

Customer retention is now considered as important as acquisition. Seamless integration also reduces manual errors and improves the efficiency of issue escalation protocols. As companies look for unified platforms to handle support and business operations, this interconnectivity becomes a significant market driver.

Pharmaceutical 52

Pharmaceutical Manufacturing Non-Profits Sentiment Analysis 52

Adrian Swinscoe

JULY 1, 2025

This is a guest post by Indresh Satyanarayana, VP Product & Technology Labs, Aquant The paradox of GenAI in service Generative AI has swept through […] The post From one-shot answers to continuous outcomes: Why CX leaders need Retrieval-Augmented Conversation first appeared on Adrian Swinscoe.

CX 147

CX AI Technology Technology 147

SurveySensum

JULY 14, 2025

NPS is particularly useful in the retail industry because it helps businesses build customer loyalty, retain loyal customers, and encourage them to refer others. Example: Customer retention metrics for your app show users dropping off over the last two weeks, but you have no clue why.

Actionable Insights 52

Actionable Insights Customer Experience Net Promoter Score NPS 52

CX Network

JUNE 6, 2025

In an age where brands need to deliver stand-out customer experiences to succeed, customer loyalty is fast taking on a new role in the experience economy. It is no longer just about offering perks to improve customer retention; instead, loyalty programs are becoming a powerful gateway to gathering valuable customer intelligence.

CX 52

CX Artificial Intelligence Customer Loyalty Contact Center 52

SurveySensum

NOVEMBER 22, 2024

Promoter.io, (also known as CheckMarket) another Qualtrics competitor, is actionable customer feedback and predictive experience management software. It is the most comprehensive customer intelligence & engagement platform built to drive growth and customer retention.

Text Analytics 52

Text Analytics Sentiment Analysis NPS Actionable Insights 52

SurveySensum

APRIL 16, 2025

How Feedback From These Questions Helps: Because customers dont always tell you when theyre unhappy – they just leave. Get ready-to-use customizable survey questions to track customer satisfaction, improve retention, and enhance CX with SurveySensum! Automating Surveys for Lead Nurturing & Retention What is it?

CRM 52

CRM Customer Feedback Touchpoint NPS 52

SurveySensum

DECEMBER 2, 2024

Best Features: Analyze and predict churn rates to improve retention strategies Sentiment analysis for informed decision-making Centralized dashboard for comprehensive customer profiles and engagement metrics Seamlessly connect with platforms like Salesforce, HubSpot, and Zendesk Pros: Tailored for B2B businesses, managing customer experience effectively (..)

Sentiment Analysis 52

Sentiment Analysis Start-ups AI Customer Feedback 52

SurveySensum

OCTOBER 22, 2024

Social Media Survey Questions for Customer Service Improvement What : These questions focus on customer experience and satisfaction with your customer service team and process. Why : Excellent customer service is key to customer retention and feedback on this key aspect of business will highlight key areas for improvement.

Social Media 52

Social Media Customer Loyalty Net Promoter Score Omnichannel 52