ECXO

MARCH 21, 2023

Customer Experience Measurement: A successful customer experience requires continuous measurement and management. This can be done by analysing your customer feedback with data, voice of customer, customer retention, and sales growth. This should align with your company’s overall business strategy.

Customer Experience Maturity Model 295

Customer Experience Maturity Model B2B CX Customer Experience 295

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 118

CX Customer Experience Net Promoter Score NPS 118

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 144

Net Promoter Score Engineering Customer Retention Customer Feedback 144

Fonolo

APRIL 16, 2019

Sometimes, though, we have to turn the microphone towards ourselves and give voice to our own customer service happenings and the hard-working customer support contingent that buoys our own brand. Today, we welcome Fonolo Solutions Engineer James Dantow into the writers’ fold. — The Fonolo Team.

Net Promoter Score 108

Net Promoter Score Contact Center NPS Engineering 108

Fonolo

NOVEMBER 14, 2018

Despite this, it is still worthwhile to reach out to customers and attempt to quantify satisfaction as accurately as possible. Two commonly used measures for customer satisfaction are the Customer Satisfaction Score (CSAT) and the Net Promoter Score (NPS). Vice President Product Marketing.

Customer Satisfaction 85

Customer Satisfaction Net Promoter Score Social Media Contact Center 85

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

PeopleMetrics

DECEMBER 2, 2016

Studying the Customer Experience feedback for companies that utilize a field service delivery model reveals some interesting insights. The most interesting of which is the importance of the field engineer. It is not field engineers job to pass messages to other departments but in the customer’ mind everyone works for the same company.

Net Promoter Score 75

Net Promoter Score Customer Experience Engineering NPS 75

Totango

AUGUST 11, 2022

Digital interactions that inform SaaS client relationships span the range of the customer journey , from pre-purchase marketing engagements to onboarding to subscription renewals, upsells and brand advocacy. Examples include: Search engine queries and ads. You then can segment your email list to reach out to these customers.

Net Promoter Score 113

Net Promoter Score Social Media Customer Journey Map Customer Relationship 113

SurveySensum

APRIL 16, 2025

Why CRM Surveys Are a Must-Have (Not Just a Nice-to-Have) 74% of CRM users say they unlock better access to customer data, while 64% swear by their power to level up relationship management. These surveys assist users in fine-tuning plans, increasing retention, and improving every CRM interaction.

CRM 52

CRM Customer Feedback NPS Touchpoint 52

ClearAction

NOVEMBER 5, 2017

Different visions for customer experience at different locations of your company presents a variety of problems. And sometimes customer-facing staff has a distinct customer experience vision that is at odds with their upstream value chain (engineering, IT, finance, production, marketing, supplier management, etc.).

Customer Experience 69

Customer Experience Net Promoter Score VOC Finance 69

SurveySensum

DECEMBER 30, 2024

Listen and respond to customers using the Listening engine. ClientSuccess ClientSuccess is a powerful customer retention and growth platform, making it a solid choice among CustomerGauge alternatives. Uncover trends and patterns in CX using behavior analytics.

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

SurveySensum

JUNE 26, 2024

But have you ever stopped to wonder why Amazon has such a huge loyal customer base? Well, it’s because of a customer satisfaction metric called Net Promoter Score. This helps them create a customized search engine that is unique to each customer’s preference. Let’s find out!

NPS 52

NPS Customer Loyalty Net Promoter Score Close the Loop 52

Gainsight

AUGUST 28, 2021

Not only does strong customer success help companies retain customers and keep them engaged, but it can also serve as a major engine for growth. Beyond that, these organizations retain revenue at 17 percent higher rates and also have Net Promoter Scores that are 40 points higher than run-of-the-mill businesses.

Net Promoter Score 52

Net Promoter Score Actionable Insights Engineering Customer Retention 52

Beyond Philosophy

JUNE 4, 2015

And, branding the customer experience requires that the brand’s image, its personality if you will, is sustained and reinforced in communications and in every point of contact. Advanced companies map and plan this out, recognizing that experiences are actually a form of branding architecture, brought to life through excellent engineering.

Touchpoint 144

Touchpoint Sports Customer Relationship Net Promoter Score 144

PeopleMetrics

DECEMBER 2, 2016

Studying the Customer Experience feedback for companies that utilize a field service delivery model reveals some interesting insights. The most interesting of which is the importance of the field engineer. It is not field engineers job to pass messages to other departments but in the customer’ mind everyone works for the same company.

Net Promoter Score 54

Net Promoter Score Customer Experience Engineering NPS 54

Totango

MARCH 12, 2021

In the awareness stage, you can track your prospective customer’s journey through metrics reflecting their encounter with your brand through digital channels, including: Organic search engine marketing. Key metrics include: Customer retention rate. Customer churn rate. Net Promoter Score (NPS).

Customer Journey Map 67

Customer Journey Map Net Promoter Score Customer Retention Sales 67

Gainsight

OCTOBER 2, 2023

Based on the results of our latest survey of European companies, it is clear that the field of Customer Success (CS) is all grown up—and strategic. CS is now a revenue engine for the organization. Logo retention (66%), Net Revenue Retention (NRR) (53%), and Expansion Revenue (53%) are the three most commonly used metrics.

Net Promoter Score 52

Net Promoter Score NPS Engineering Start-ups 52

Gainsight

OCTOBER 2, 2023

Based on the results of our latest survey of European companies, it is clear that the field of Customer Success (CS) is all grown up—and strategic. CS is now a revenue engine for the organization. Logo retention (66%), Net Revenue Retention (NRR) (53%), and Expansion Revenue (53%) are the three most commonly used metrics.

Net Promoter Score 52

Net Promoter Score NPS Engineering Start-ups 52

Totango

DECEMBER 3, 2020

By maintaining loyal customers, you can increase customer value and put clients on the road toward brand advocacy. Net Retention (Cited by 66% of Respondents): For SaaS companies and other subscription based businesses, customer retention is absolutely essential. Scale Customer Engagement .

Net Promoter Score 65

Net Promoter Score Start-ups NPS Touchpoint 65

Gainsight

NOVEMBER 18, 2019

The bottom line is clear: measuring and improving the customer experience is not only good for customers, it’s good for business. A focus on CX creates a competitive advantage that drives customer retention, revenue expansion and enterprise valuation over time. B2B CX: Beyond customer surveys.

B2B 12

B2B CX NPS Net Promoter Score 12

Retently

JULY 25, 2018

With that out of the way, this is a great quote you should always remember if you ever have doubts about how much CEM impacts your customer retention rates. After all, if a customer has a pleasant experience with your brand and customer service, they are much more likely to stick with your company.

CEM 76

CEM Customer Experience Social Media CXM 76

SurveySensum

SEPTEMBER 11, 2023

How well is your SaaS product performing, especially in terms of SaaS customer retention ? This is why SaaS businesses must focus heavily on retaining customers and ensuring that they keep using their products and services. Net Retention Rate is crucial because it represents the core revenue growth engine for a SaaS business.

Net Promoter Score 52

Net Promoter Score Customer Acquisition NPS Customer Satisfaction 52

MattsenKumar

MAY 18, 2021

With limited users, the competition will become stiff, and the focus will surely shift from customer acquisition to customer retention. With a limited number of customers to acquire, it makes sense to spend on customer retention and clock a higher customer lifetime value. Poor Website Design.

E-commerce 52

E-commerce Net Promoter Score Engineering Social Media 52

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). But the damage doesn’t stop there.

NPS 78

NPS Sentiment Analysis Start-ups Net Promoter Score 78

Zendesk

OCTOBER 20, 2023

It also empowers customer service reps with the information they need to provide an exceptional customer experience (CX). Delivering excellent customer service can drive revenue, increase customer retention , stimulate business growth, and improve customer satisfaction. to make them achievable.

Customer Service 52

Customer Service Customer Journey Map B2C B2B 52

SurveySensum

JULY 13, 2023

Understand your customer’s expectations regarding personalized offers, rewards, loyalty programs, and customer service – these are important factors when it comes to customer retention. Touchpoints Post-purchase services, customer support, loyalty programs. Touchpoints Customer reviews, repeat purchases, etc.

Retail 52

Retail Customer Experience Touchpoint Social Media 52

SurveySensum

JULY 13, 2023

Understand your customer’s expectations regarding personalized offers, rewards, loyalty programs, and customer service – these are important factors when it comes to customer retention. Touchpoints Post-purchase services, customer support, loyalty programs. Touchpoints Customer reviews, repeat purchases, etc.

Retail 52

Retail Customer Experience Touchpoint Social Media 52

SurveySensum

JULY 14, 2020

Jay Nathan – Founder of Customer Imperative and Gain Grow Retain. With over a decade of experience in customer success and customer service, Jay Nathan has developed customer retention and growth methodology for building, managing, and scaling tech companies serving businesses of all sizes. Website : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

SurveySensum

AUGUST 3, 2023

The software employs text analytics to analyze unstructured feedback, providing deeper insights into customer feedback. With real-time alerts, you can address critical issues promptly, ensuring timely responses to customer concerns. Best Features: Use closed-loop feedback to engage with customers and address their concerns promptly.

B2B 52

B2B Text Analytics NPS Net Promoter Score 52

Hodusoft

JUNE 7, 2024

In such time, the words of noted American business executive, chemical engineer, and writer Jack Welch ring true even after so many years. Although CSAT scores depend on various factors, there are ways to improve them. Working on customer feedback Implementing multi-channel support Improving products and services 4.

Contact Center 52

Contact Center Net Promoter Score Social Media Omnichannel 52

SurveySensum

SEPTEMBER 23, 2024

It is important to think of customer experience tools as a reliable guide that will assist you in efficiently gathering customer feedback and easily adjusting your strategies for sales, marketing, and customer retention. With the right CX tool, you can keep tabs on customer history and preferences.

CX 52

CX Customer Experience Social Media Text Analytics 52

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. I started as an engineer – at that point, I was fascinated by technology. Now, it doesn’t stop there.

CRM 118

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

SixteenVentures

DECEMBER 31, 2019

In fact, it was in 2016 I started referring to it not as Customer Success, but as Customer Success-driven Growth, to bring to the forefront the fact that Customer Success is a growth driver; a growth engine. Customer Success is not just about retaining customers. Customer Feedback Loop.

Start-ups 137

Start-ups Sales NPS Non-Profits 137

SurveySensum

NOVEMBER 1, 2024

You can measure conative loyalty by looking at metrics like customer retention rate and loyalty program participation. For instance, Apple is a great example—many of its customers demonstrate conative loyalty by continuing to buy its products due to the strong ecosystem and brand identity, regardless of competitive offerings.

Customer Relationship 52

Customer Relationship Sales NPS Net Promoter Score 52

SurveySensum

MARCH 21, 2025

Segment customers based on NPS scores : Identify promoters, passives, and detractors in your HubSpot CRM. Trigger personalized follow-ups : Automate responses based on customer feedback. Enhance customer retention efforts : Address negative feedback before customers churn.

NPS 52

NPS Start-ups Sentiment Analysis Customer Feedback 52