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.

MAY 19, 2020

After all, excellent design and engineering can only come from product teams that are empowered to solve hard problems and build great software. In our model, product teams effectively own a piece of the product, and consist of a Product Manager, Designer, and a few Product Engineers. Reading list: Advice for customer retention.

Engineering 245

Engineering Customer Retention 245

eglobalis

MARCH 30, 2025

Chronologically, many companies started by layering new tools onto old systemsperhaps adding a social listening service here or a text analytics engine there. Real-world outcomes from comprehensive VoC programs include higher customer retention and satisfaction, precisely because issues are caught and addressed faster.

AI 356

AI CX Sentiment Analysis Predictive Analytics 356

Callminer

FEBRUARY 4, 2021

More effectively identifying and managing customer vulnerability isn’t just a benefit for consumers, companies that can successfully support vulnerable customers deliver better customer service and improve customer retention and loyalty. Second, inform customers of what you’ll never ask of them.

Contact Center 345

Contact Center Artificial Intelligence Finance Engineering 345

Intercom, Inc.

AUGUST 24, 2022

Our product and engineering teams have been busy building incredible features that will multiply the value Intercom brings to your business, and we can’t wait to introduce you to the latest and greatest innovations. Now more than ever, customer retention is the key to a thriving business ”.

Customer Retention 191

Customer Retention Innovation Engineering Event Production 191

eglobalis

OCTOBER 1, 2024

Each team is aligned to improve customer satisfaction, and no department is left behind. To facilitate collaboration between CX (Customer Experience) and Finance, the company can set a shared KPI related to customer retention rates and link it to financial performance metrics.

CX 478

CX Finance Customer Journey Map Innovation 478

Gainsight

APRIL 14, 2025

Being timely, proactive, and privy to what your customers need most is the best recipe for success. Learn More From Gainsight Learn more about the Customer Success and Customer Intelligence solutions that are driving revenue today.

Engineering 40

Engineering Sales Customer Feedback Technology 40

Intercom, Inc.

SEPTEMBER 10, 2020

As an engineer by training, in pressure situations he tends to “lean to the quant.” According to Mark, customer retention is a far better indicator of success: . How to spot the leading indicators for customer renewal. It’s the classic conflict: left brain versus right brain; art versus science.

Customer Retention 226

Customer Retention Sales Customer Acquisition Start-ups 226

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.

CX 530

CX Innovation Manufacturing Technology 530

VOZIQ

DECEMBER 22, 2020

Understanding customer expectations and retaining will be critical. As a customer focus leader, we know re-evaluating your customer retention strategy will play a decisive role in 2021. Conversational Al: The Future of Customer Experience. Customer Acquisition Vs. Customer Retention: What Should You Focus on?

Customer Retention 64

Customer Retention Customer Acquisition Engineering Customer Loyalty 64

eglobalis

JUNE 27, 2024

Practical Examples: Ericsson: By establishing cross-functional teams that include engineers, product managers, marketers, and customer support specialists, Ericsson ensures its products and services meet market needs and exceed customer expectations.

Customer Experience 489

Customer Experience VOC Net Promoter Score Government 489

Totango

APRIL 30, 2021

Comparing the cost of customer retention versus customer acquisition underscores why retaining clients is so important. Here’s how to calculate both kinds of costs and why retention should form part of a profitable business strategy. Calculating the Cost of Customer Acquisition. Price comparison engines.

Customer Acquisition 64

Customer Acquisition Customer Retention Social Media Engineering 64

ECXO

JULY 29, 2024

Practical Examples: Nokia : By establishing cross-functional teams that include engineers, product managers, marketers, and customer support specialists, Nokia ensures its products and services meet market needs and exceed customer expectations.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

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 65

Customer Retention Customer Loyalty Social Media Education 65

Intercom, Inc.

OCTOBER 7, 2020

. “Support isn’t just a cost center, but a strategic investment that increases customer retention and reduces churn” Indeed, if you look at the broader financial models of customer support, you’ll see that support isn’t just a cost center, but a strategic investment that increases customer retention and reduces churn.

Manufacturing 196

Manufacturing Customer Retention Sales Start-ups 196

VOZIQ

AUGUST 14, 2024

Reston, VA, — VOZIQ AI , a leading provider of AI-powered solutions to subscription businesses, today announced that they have won AI Global Excellence Award 2024 in AI-Based Customer Retention Platform category.

Customer Retention 52

Customer Retention AI Machine Learning Artificial Intelligence 52

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 143

Net Promoter Score Engineering Customer Retention Customer Feedback 143

Intercom, Inc.

MAY 5, 2020

This fascinating essay by Machine Learning Engineer Cathal Horan draws on the work of theoretical physicist Geoffrey West, network economics expert Geoffrey Parker and renowned urbanist Jane Jacobs to make the case that the growth of cities has a lot to teach us about how to develop a platform. Reading list: Advice for customer retention.

Transportation 171

Transportation Machine Learning Engineering Customer Retention 171

ECXO

MARCH 21, 2023

This can be done by analysing your customer feedback with data, voice of customer, customer retention, and sales growth. Set objectives and goals: Identify key objectives and goals for your customer experience program. This should align with your company’s overall business strategy. He holds an MBA at J.L.

Customer Experience Maturity Model 295

Customer Experience Maturity Model B2B CX Customer Experience 295

Hodusoft

JULY 24, 2024

Effective Strategies for Enhancing Customer Retention in Call Centers “When the customer comes first, the customer will last.” In a time of growing competition and dwindling customer loyalty, businesses need to focus on customer retention more than ever before. How to Analyze Current Retention Rates?

Customer Retention 52

Customer Retention Omnichannel Customer Loyalty CX 52

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

Intercom, Inc.

AUGUST 27, 2020

Take Caterpillar , the world’s largest construction equipment manufacturer, that has been selling tractors, engines, and other machinery for nearly 100 years. The goldilocks approach can be used to deliver increasing value to your customers, improving your relationships with them and boosting your revenue too.

Customer Relationship 211

Customer Relationship Sports Construction Manufacturing 211

VOZIQ

DECEMBER 17, 2020

Recently, VOZIQ’s predictive customer retention solution was honored for consistent innovation and extraordinary value creation and won the 2020 Product of the Year award. In customer retention scenario, it would be how many at-risk customers the model has identified and how accurately it has done so.

Customer Retention 98

Customer Retention Text Analytics AI Engineering 98

Intercom, Inc.

AUGUST 5, 2020

Think about it this way: if driving growth is the penultimate destination on your support team’s journey, you’ll be hard-pressed to get there in a car with no engine or wheels. Achieving a balance then serves a greater objective: making space for support to become a positive force on revenue.

Customer Experience 204

Customer Experience Customer Satisfaction Retail Engineering 204

Customer Experience Matrix

DECEMBER 6, 2013

Like many CPDs, Optimove also includes a campaign engine that pushes specific marketing actions to the external systems. Optimove’s approach is unusual in basing its campaign interface on a calendar that lays out the campaign schedule for each user-defined customer segment.

Customer Retention 69

Customer Retention Sports Engineering Gaming 69

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

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

Intercom, Inc.

JUNE 17, 2020

Once you have the Intercom mobile SDKs installed in your app, all of this can be done without any help from your engineering team. Custom, behavior-based content. Customize the content your users see, based on how they’re interacting with your app. . Save time and resources. Offer frame-by-frame support.

Start-ups 186

Start-ups Engineering Customer Retention 186

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

Intercom, Inc.

DECEMBER 10, 2019

Back in 2013, our head of engineering Darragh coined this mantra: Shipping is our heartbeat. Suppose we found that Inbox efficiency reliably mapped to customer retention. And through research we might have found that search was one of the hurdles for some customers. First some context.

Start-ups 281

Start-ups Gambling Engineering Customer Retention 281

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

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

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 116

CX Customer Experience Net Promoter Score NPS 116

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

Fonolo

NOVEMBER 14, 2018

There are two important long-term KPIs to consider: 1) Customer Retention Rate; and 2) Lifetime Customer Value. Customer Retention Rate measures the percentage of existing customers who are retained during a specific time period. Vice President Product Marketing. Twitter: @tpgoebel. Roland Selmer.

Customer Satisfaction 85

Customer Satisfaction Net Promoter Score Social Media Contact Center 85

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

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoint Mediums. Touchpoints may involve any medium you use to interact with customers, including: Search engine marketing. The awareness stage corresponds to the early stages of the marketing process, where the customer becomes aware of your brand. Social media posts and ads. Blog content.

Touchpoint 122

Touchpoint B2B Customer Journey Map Social Media 122