Totango

OCTOBER 8, 2020

Customer retention is the continuation of a valued service. In B2B terms, it is still possible to maintain your customer relationship and even improve customer retention during uncertainty, but you will need to focus on five key steps: Understand Your Customer. Listen to Your Voice of Customer Programs.

Customer Retention 63

Customer Retention Scorecard B2B VOC 63

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

Totango

JULY 30, 2021

Similar to BI tools, CS software collects data from multiple platforms into one place to provide a full 360-degree customer view. However, it then goes several steps further by helping companies act on that data to drive customer retention and growth, and foster ongoing customer value after the sale. .

Scorecard 78

Scorecard Gaming Start-ups Customer Retention 78

Gainsight

DECEMBER 14, 2020

So even one negative experience could cause a customer to leave and never return. At scale, this could cost your business its customer retention rate. This means that now, more than ever, is the time for companies to evaluate and optimize customer journeys to keep their customers engaged and happy.

Scorecard 52

Scorecard NPS CX Omnichannel 52

DMG Consulting

DECEMBER 11, 2017

In an ideal world, a contact center would have a performance management system that aggregates and presents balanced performance scorecards in real time as well as on a historical basis. Performance Management is the Right Way to Measure Contact Center Performance. Call abandonment rate. Number of callbacks. Number of complaints.

Contact Center 54

Contact Center Social Media Scorecard Customer Satisfaction 54

Totango

DECEMBER 16, 2020

You can then group scores into scorecard ranges which tell you at a glance how healthy a customer account is and how well your customer is progressing towards the desired outcome for that stage in their journey. Using this method of data classification, you can spot variables that correlate with high customer satisfaction.

Artificial Intelligence 72

Artificial Intelligence Customer Journey Map Net Promoter Score AI 72

SurveySensum

JANUARY 9, 2024

More than 90% of customers are likely to make repeat purchases from companies that provide excellent customer service. Furthermore, 86% of customers are willing to pay more to receive a better customer experience. Now, to understand and improve customer satisfaction, what metric do businesses measure?

VOC 52

VOC Scorecard Construction Customer Satisfaction 52

Lumoa

JANUARY 19, 2023

This is true both in terms of Customer Experience – e.g., are there strategic goals around CSat or NPS ? -, and in terms of broader business objective – e.g., increasing market share, reducing churn, cutting costs, etc.

Net Promoter Score 88

Net Promoter Score Customer Experience NPS Start-ups 88

Gainsight

MAY 18, 2023

They don’t just think about success for a few customers, they set out to accomplish success for all customers. As a result, their companies reap the rewards of stronger adoption and customer retention. They have mastered using 360 views, scorecards, and advanced reporting.

Invoicing 52

Invoicing Scorecard Innovation Machine Learning 52

1 to 1

JULY 25, 2024

This article examines the critiques of NPS, its performance in different business contexts, and emerging global trends in customer feedback strategies. By adopting a multifaceted approach, organizations can gain a thorough understanding of customer sentiment, leading to better decision-making and enhanced customer satisfaction.

Sentiment Analysis 20

Sentiment Analysis Customer Feedback Net Promoter Score NPS 20

Zendesk

MARCH 19, 2021

In our Customer Experience Trends Report 2020 , we uncovered a startling statistic: about 50 percent of respondents said they’d switch to a competing brand after just one bad customer experience. Fifty-percent customer churn is a death sentence for almost any business—which means it’s time to prioritize customer satisfaction.

Customer Satisfaction 98

Customer Satisfaction Net Promoter Score Scorecard Social Media 98