ECXO

DECEMBER 4, 2024

The specific KPIs used may vary depending on the company’s goals, industry, and customer segment. Here are some common KPIs used in each sector: 1. SaaS companies a. Customer Retention Rate: This KPI measures the percentage of customers who renew their subscriptions over a specific period.

Manufacturing 156

Manufacturing Customer Satisfaction Net Promoter Score B2B 156

Intercom, Inc.

JULY 1, 2020

With the right approach and proactive support tools – think Outbound Messages , Product Tours , and Mobile Carousels – you can provide every customer with the fast, personal help they need at the exact moment they need it. At Intercom, our Support Ops and Product Education teams work hand-in-hand to deliver proactive support to our customers.

Education 239

Education Sales Customer Retention Customer Loyalty 239

Intercom, Inc.

AUGUST 26, 2020

To find out how support leaders are navigating the current landscape, we surveyed a random sample of 593 support managers across both B2B and B2C and industries like education, retail, healthcare, and tech. With a focus on ROI, nearly a third (30%) plan to measure their team’s impact on customer retention.

Customer Retention 233

Customer Retention Customer Satisfaction Customer Expectations B2C 233

eglobalis

JUNE 27, 2024

Cultural Sensitivity Training: Offer training programs to educate employees about cultural differences and regional preferences. Customer Satisfaction (CSAT): Measures how satisfied customers are with specific interactions, products, or services.

Customer Experience 455

Customer Experience VOC Net Promoter Score Government 455

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? Use AI to analyze customer support transcripts and flag recurring issues or topics, which become your CX focuses.

Business Growth 98

Business Growth Customer Service Customer Journey Map CX 98

ECXO

JULY 29, 2024

Cultural Sensitivity Training : Offer training programs to educate employees about cultural differences and regional preferences. Customer Satisfaction (CSAT) : Measures how satisfied customers are with specific interactions, products, or services.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

Fonolo

MAY 16, 2019

It’s no surprise: on the surface, the two departments and their goals seem distinct from one another: Marketing is all about customer acquisition (or, attracting new customers), while customer service is all about customer retention. So, how exactly does custom service feed into marketing?

Customer Service 124

Customer Service Customer Acquisition Education Customer Retention 124

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

ClientSuccess

JUNE 19, 2019

Adding credibility to this statement is a research study by Invesp Consulting which suggests: Existing customers are 50% more likely to try new products and spend 31% more than new users! Increasing customer retention by 5% can increase profits by 25-95%. Shocker, right? Automated Marketing for Augmented Engagement.

Customer Retention 73

Customer Retention E-commerce Start-ups Entertainment 73

TeamSupport

SEPTEMBER 14, 2018

Whatever your goal is, here are a few simple changes you can make immediately to improve your customer retention rate…. 1) Schedule recurring follow up appointments with customers – Many businesses already do this, but there’s still an alarming number that don’t!

Customer Retention 76

Customer Retention B2B Education 76

Intercom, Inc.

MARCH 16, 2021

With the right strategy and proactive support tools – think Outbound Messages , Product Tours , Mobile Carousels , and Banners – you can alert customers to known issues, like delivery delays, bugs in your product, and website downtime. Educate customers on new features. Customer retention.

E-commerce 201

E-commerce Education Customer Satisfaction Start-ups 201

Aquire

SEPTEMBER 30, 2021

Does your business focus more on customer acquisition or customer retention? The most common answer is acquisition but the focus should be on retention. With the right customer retention strategies, you can ensure steady revenue and avoid losing market share to competitors. But first, let’s cover the basics.

Customer Retention 52

Customer Retention Customer Acquisition Start-ups Customer Satisfaction 52

Fonolo

MARCH 6, 2019

Are you new to the customer service space and currently seeking a) some fundamental orientation information; and b) membership in some pivotal circles where important CS knowledge is shared? eight customer-focused organizations, acronyms and all, that you should be following this year and beyond.*. Read on to learn about (and bookmark!)

Customer Service 102

Customer Service Contact Center Education Non-Profits 102

SurveySensum

JULY 21, 2023

That’s why here in this blog we will talk about the top 11 B2B customer retention strategies. These strategies can help you maximize your business’s potential while keeping those valuable customers right where they belong. That’s why we proudly maintain a remarkable 98% customer retention rate.

Customer Retention 52

Customer Retention B2B Net Promoter Score Touchpoint 52

Gainsight

SEPTEMBER 22, 2023

Digital customer education has traditionally been tied to the post-sale stages of the customer journey—think onboarding and ongoing product adoption. Here’s how to win more business with digital customer education —and how it can help you stand out from the crowd in the increasingly complex business world.

Education 52

Education NPS Social Media Start-ups 52

Zendesk

MARCH 9, 2023

In fact, as we’re entering a period of uncertainty, customer education programs can play an important role in the longevity of an organization, and its customers. By establishing an ongoing relationship focused on helping customers, trust is built that can weather the most turbulent of times.

Education 52

Education CX Customer Service Customer Retention 52

Intercom, Inc.

MAY 13, 2020

We sat down with Tom and Kaitlin Pettersen, our Global Director of Customer Support, in a recent webinar that focused on how support teams can increase retention and reduce churn among their customers right now. Reduce customer churn through delightful service and product education.

Education 129

Education Finance Customer Retention Sales 129

Shep Hyken

NOVEMBER 2, 2022

An important goal of a good customer experience is to make the customer feel special. I was reading an article about customer retention, and it prompted me to start a list of ways to make customers feel special, want to come back, and even want to share their experience with friends, family, and colleagues.

Invoicing 115

Invoicing Education Start-ups Customer Retention 115

Totango

MAY 6, 2021

What is customer retention ? We’ll discuss what customer retention means as a concept, as a strategy and as a metric. And we’ll offer an eight-step path to increasing customer retention by following best practices and leveraging the power of automation. What Is Customer Retention?

Customer Retention 76

Customer Retention Net Promoter Score Education Customer Journey Map 76

Retently

MARCH 16, 2022

For many companies, the entire conversation takes place under the umbrella of Customer Support (or Technical Support). Some companies have separated these functions further and appointed specialized groups for Onboarding, Implementation, and Customer Education. What is the role of Customer Success?

Net Promoter Score 157

Net Promoter Score Customer Retention Customer Relationship NPS 157

Gainsight

FEBRUARY 2, 2024

Companies engaging their customers with up-to-date product information and success content are reducing churn, decreasing support costs, and improving customer satisfaction. In short, customer training leads to customer retention. Add to that the fact that customers appreciate one-on-one consulting.

Education 52

Education Start-ups Data Entry Entertainment 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

Intercom

AUGUST 23, 2022

Customer retention has never been more critical to business success than it is today. That’s why companies should look to support – and retain – the customers they have. Shifting focus to customer retention can actually be twice as powerful as customer acquisition.

Customer Retention 105

Customer Retention Customer Acquisition Touchpoint Education 105

Intercom, Inc.

NOVEMBER 14, 2019

But it’d be a mistake to focus all your attention on acquiring customers. In the age of SaaS when customers aren’t guaranteed to stick around month-to-month, you need to ensure strong customer retention to drive long-term growth. But what’s embedded in all of that is building a relationship with your customer.”.

Sales 108

Sales Gaming Education Customer Relationship 108

Gainsight

NOVEMBER 28, 2023

Specifically: Automated summaries created for 6,000 calls and 3,000 emails Over 1,400 decks instantly generated, 3X increase in joint success plans 10X reduction in CSM time spent on education These efficiency gains empowered CSMs to increase ARR managed per rep by 32%. Automation also delivered over $2.5M

Customer Retention 52

Customer Retention AI Omnichannel Actionable Insights 52

ClientSuccess

SEPTEMBER 26, 2019

For example, a good valued touch might be an email or conversation reviewing how a new feature benefits your customers specifically. Another way to bring value to your customers would be educating customers on existing features by providing the context needed to help them become more successful according to their desired outcomes.

Customer Retention 49

Customer Retention Net Promoter Score Gaming Education 49

Gainsight

AUGUST 13, 2024

And what better way to do that by showing you how we empower our customers and teams across the post-sales journey? By collecting data from Gainsight University we traced our customers’ learning behaviors to our business outcomes to better understand how our digital customer education program is impacting our business.

Education 52

Education Touchpoint Sales Customer Satisfaction 52

Retently

MARCH 11, 2025

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. Their work directly impacts business growth by reducing complaints, improving support efficiency, and enhancing customer retention, they drive higher revenue and lower churn.

CX 115

CX Customer Experience Net Promoter Score NPS 115

Experience Investigators

JANUARY 5, 2022

Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. Imagine yourself a year from today. How did this happen?

Customer Experience 134

Customer Experience Customer Journey Map Close the Loop Voice of the Customer 134

VOZIQ

MARCH 15, 2022

On the other hand, with a proactive strategy, you can assign predictive risk scores to every customer in the database and get richer, real-time visibility of customers who are likely to cancel. Proactive retention is an opportunity for value enhancement. The post Why Is Proactive Customer Retention Indispensable in 2022?

Customer Retention 40

Customer Retention Education AI Customer Relationship 40

Intercom, Inc.

MARCH 26, 2019

There is no point exerting lots of energy attracting new customers if you struggle to keep your existing customers happy and subscribing to your service. Indeed, we have gone so far as to say that “ customer retention is the new conversion ,” and the data backs that claim up. Building better relationships.

Invoicing 128

Invoicing Sales Customer Retention Start-ups 128

Intercom, Inc.

JUNE 22, 2020

For the most part, push notifications bring people back to the product whereas in-app messages encourage deeper usage and education while the user is in the app. If you want to take a closer look at our powerful messaging platform, watch a demo of Intercom’s Customer Engagement solution! The Customer Retention Starter Kit.

Start-ups 235

Start-ups Gaming Education Customer Retention 235

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. Educate Customers on How to Succeed.

B2B 88

B2B Net Promoter Score Education Social Media 88

Intercom, Inc.

JULY 26, 2022

As the main point of contact for the customer, customer success managers have many opportunities to represent the business and demonstrate how and why it is the best partner or provider to meet their needs. Onboarding customers and educating them on the best ways to use your product or service.

B2B 129

B2B B2C Education Customer Retention 129

Totango

JULY 15, 2021

They are tasked with aligning all revenue-related tasks, such as pricing, sales, customer support, marketing and revenue management. A CCO is focused on the customer: customer retention, customer service, and building customer relationships. What is the Salary Range for a Chief Customer Officer?

Start-ups 128

Start-ups Customer Relationship Education Customer Retention 128

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? Customer education?)

Actionable Insights 90

Actionable Insights CX NPS Sentiment Analysis 90

ECXO

JANUARY 30, 2024

When customers face challenges or issues with a product or service, they rely on these areas of the brain to find solutions. Brands that provide effective problem-solving mechanisms, such as efficient customer service, can create positive experiences that enhance customer retention and loyalty.

CX 156

CX Customer Loyalty Education Customer Retention 156