Intercom, Inc.

OCTOBER 4, 2022

A few years ago, we published The Customer Retention Starter Kit which helped thousands of businesses retain more customers over the long term. Today, we’re launching a completely refreshed guide to help you engage, nurture, and retain more customers in the modern age. A checklist for getting your campaign started.

Customer Retention 118

Customer Retention Start-ups Customer Loyalty Customer Experience 118

Help Scout

MAY 12, 2021

In this article, we discuss the role of support teams in retaining customers and show how to combine high-quality, empathetic customer service with a deliberate focus on business growth. What is customer retention and how is it measured? Say you have 500 customers on March 1. Help customers onboard quickly.

Customer Retention 117

Customer Retention Finance Customer Service Business Growth 117

Totango

AUGUST 16, 2022

Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn.

Customer Retention 106

Customer Retention CRM Customer Relationship Management Customer Loyalty 106

eglobalis

MARCH 30, 2025

By intervening quicklyposting updates or reaching out to affected usersthey manage the experience in real time, potentially turning around sentiment that would have shown up as poor NPS scores weeks later. Think of the star rating prompt right after an Uber ride, or the thumbs-up/down after a Netflix episode.

AI 326

AI CX Sentiment Analysis Predictive Analytics 326

Totango

OCTOBER 2, 2020

Equipped with the knowledge provided by customer data, you can help your customer survive tough times by offering practical solutions that add value and ultimately contribute to customer retention during economic downturns — even ones caused by a pandemic. Customer Retention Is Your Future.

Customer Retention 118

Customer Retention Non-Profits Customer Acquisition Customer Relationship 118

ECXO

APRIL 18, 2024

He even ended up helping them debug it himself, staying up all night, fueled by his love for his customers and copious amounts of coffee. Another time, he had to mediate between a frustrated customer and an indifferent sales representative who had sold the customer a product that didn’t meet their needs.

Customer Experience 314

Customer Experience Start-ups Customer Feedback Sales 314

eglobalis

OCTOBER 1, 2024

Establish a Cross-Functional Leadership Team Start by creating a cross-functional leadership team that promotes collaboration across departments. This team should be responsible for ensuring alignment on company goals, customer experience, and operational priorities.

CX 450

CX Finance Customer Journey Map Innovation 450

Totango

FEBRUARY 9, 2022

Contract renewal is the stage in your SaaS customer’s lifecycle where they decide whether or not to extend a subscription that is about to expire. The start of the renewal phase depends on the length of your customer’s contract as well as your policy.

Customer Retention 100

Customer Retention Start-ups Technology Technology 100

Zendesk

APRIL 5, 2022

It’s now more important than ever for support teams to track customer retention metrics. You want to ensure you’re putting your best customer service foot forward so buyers continue doing business with you. We surveyed top SaaS support teams to identify the most important customer retention metrics to measure.

Customer Retention 98

Customer Retention Net Promoter Score NPS Retail 98

Experience Investigators

NOVEMBER 7, 2023

If a customer tries a new brand that fails to deliver on their needs—especially during the earliest interactions—they have little reason to support it. And this is about more than just customer service. That’s why the most successful companies prioritize customer retention and loyalty alongside acquisition.

Customer Retention 98

Customer Retention Social Media Customer Loyalty Start-ups 98

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.

SEPTEMBER 10, 2020

Intercom’s Kate O’Hanlon recently caught up with Mark to talk about his approach to scaling, and why it’s a mistake to think that the formula for success is just about getting product-market fit and then adding sales reps. . According to Mark, customer retention is a far better indicator of success: .

Customer Retention 226

Customer Retention Sales Customer Acquisition Start-ups 226

Inside Customer Service

JUNE 16, 2022

The vice president was talking about his company's customer service team. His primary concern was customer retention. He worried that employees were too transactional and didn't work hard enough to retain customers. Customer service reps didn't always see the big picture. "I want them to be more proactive."

Customer Service 192

Customer Service Customer Retention Start-ups Customer Satisfaction 192

eglobalis

JUNE 27, 2024

Successful execution ensures that the company lives up to its promises, thereby fostering trust and loyalty among customers. Companies like Siemens and Samsung start by selecting key divisions in different countries to pilot their strategies. Companies like IKEA, Samsung, Software AG, and Toyota exemplify this principle.

Customer Experience 460

Customer Experience Net Promoter Score VOC Government 460

Experience Investigators

OCTOBER 11, 2024

Let’s take a look at what separates customer service and customer experience, as well as their similarities, including proven strategies to drive customer loyalty by intentionally balancing both areas. Customer service happens when our customers and people need us. It is reactive by nature.

Business Growth 98

Business Growth Customer Service Customer Journey Map CX 98

Intercom, Inc.

JUNE 15, 2018

There are few issues more important than customer retention when running software-as-a-service businesses. It’s no good acquiring customers for $10, if they only stick around for a month or two. Retention is a simplified one, where the starting condition is usually the time of sign up and the variable is simply activity.

Start-ups 223

Start-ups Customer Retention Sales 223

Intercom, Inc.

JUNE 11, 2018

They bring together critical information about your customer, your competitors and your strategy to nurture existing business in a simple document to ensure each customer is set up for success. According to research by Invesp , 44 percent of companies admit they focus more on acquisition than retention.

Sales 201

Sales Start-ups Customer Retention 201

Intercom, Inc.

DECEMBER 10, 2019

This project, like many feature-driven projects, is stuck further up the framework stack. The alternative approach is to start with a desired outcome. Seats are one of the primary ways we charge our customers, so really this was the same thing as saying “expand our Inbox revenue for existing customers”. But it was a flop.

Start-ups 281

Start-ups Gambling Engineering Customer Retention 281

Intercom, Inc.

JULY 6, 2022

We started off the summer with a bang – hosting the Summer 2022 edition of New at Intercom and announcing three huge new product releases: SMS , the next-generation Inbox , and Custom Actions and Custom Objects in bots. Now you can easily capture the attention of your different customer segments with dynamic subject lines.

Start-ups 210

Start-ups Customer Retention 210

Intercom, Inc.

JUNE 22, 2020

Chats and posts have many different use cases such as asking customers if they need help, announcing product updates, welcoming visitors, or onboarding new users. Use a chat to start a conversation with a user. It would look something like this: A post takes up more window space than a chat. Convert users from a free trial.

Start-ups 235

Start-ups Gaming Education Customer Retention 235

Callminer

APRIL 30, 2020

The most successful companies have solutions in place for monitoring customer interactions and analyzing customer sentiment. For more information on improving the customer experience, download our white paper, Leveraging Emotion to Improve CX & Elevate Contact Center Performance. Do not forget to follow up post-resolution.

Customer Service 273

Customer Service Contact Center Start-ups Construction 273

Intercom, Inc.

NOVEMBER 21, 2019

One of our mantras here at Intercom is that customer retention is the new conversion. In an era when more and more businesses adopt a subscription model, strong customer retention is the key to sustainable long-term growth and requires a laser-like focus. . A customer-centric journey drives growth.

Customer Retention 34

Customer Retention Customer Journey Map Start-ups Sales 34

eglobalis

AUGUST 13, 2024

Founded in 1976 by Steve Jobs, Steve Wozniak, and Ronald Wayne, Apple has evolved from a garage start-up to one of the most valuable companies in the world. This ecosystem lock-in is a significant factor in customer retention. Customers trust Apple to deliver a consistently high standard of performance.

CX 512

CX Innovation Manufacturing Technology 512

Intercom, Inc.

MARCH 31, 2021

So how do you empower your team to be both highly efficient and hyper-personal so they can meet and exceed the demands of modern customers? Below, we share a proven framework and powerful workflows for freeing up your support team’s workload and ensuring only the most high-value, complex queries reach their inbox.

Social Media 213

Social Media Start-ups Customer Retention Customer Satisfaction 213

Intercom, Inc.

JULY 14, 2022

At Intercom we start small , deciding what success looks like and monitoring progress along the way. We started with a simple deterministic sampling, retaining ~1% of all the transactions we processed. With our proof-of-concept running in production, we immediately started to focus on building a culture of observability. “We

Engineering 272

Engineering Start-ups Customer Retention Customer Experience 272

Shep Hyken

DECEMBER 31, 2021

She shares 5 customer service strategies that improve customer retention. People may cut companies some slack if a product doesn’t quite work as expected, but only when the customer service experience makes up for these missteps. . What’s the main reason that customer service is so important?

Customer Service 121

Customer Service Customer Acquisition Customer Retention B2C 121

Intercom, Inc.

OCTOBER 22, 2019

That long-term focus on ensuring people find success with your product should lead to higher customer retention, which is the foundation on which thriving businesses are built. As our Co-founder and Chief Strategy Officer Des puts it, “ customer retention is the new conversion. ”. What is your customers’ path to success?

Start-ups 200

Start-ups Customer Retention Touchpoint Education 200

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

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

SurveySensum

OCTOBER 17, 2024

By closely analyzing customer feedback – be it through surveys, reviews, or social media comments – companies can gain deep insights into how customers feel about their products or services. This is where customer feedback analytics solutions come in. How Does Customer Feedback Analytics Work?

Customer Feedback 52

Customer Feedback Text Analytics Social Media Artificial Intelligence 52

ECXO

MARCH 5, 2024

By putting the customer at the heart of the process, businesses can ensure that their digital transformation initiatives lead to improved customer satisfaction. Happy customers are more likely to be loyal customers, leading to increased customer retention.

Innovation 294

Innovation Gaming Customer Satisfaction Start-ups 294

Intercom, Inc.

SEPTEMBER 9, 2022

We wanted to know what’s up with this surge, so we’ve asked our Director of Machine Learning, Fergal Reid , if we can pick his brain for today’s episode. Despite the work still being very much a balancing act between what’s possible and what’s feasible, things, it appears, are just starting to scale. What’s up?

Machine Learning 249

Machine Learning ML Unstructured Data Start-ups 249

Intercom, Inc.

MARCH 12, 2019

A little over a year ago, I got the opportunity to start a new team within our sales organization – a team of Relationship Managers dedicated to growing our current customers at scale. When starting a new sales team , the most important question you can ask is, “Is the juice worth the squeeze?” Relentlessly measure impact.

Sales 171

Sales Start-ups Government Gaming 171

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

Taylor Reach Group

MARCH 10, 2020

Over the past number of years, the customer experience (otherwise known as “CX”) has become a profession unto itself. Roles like Chief Customer Officer, Customer Experience Director, Manager, Customer Success have been popping up. This is a much better way to view customer complaints, right?

Customer Experience 123

Customer Experience Customer Journey Map Customer Retention NPS 123

Intercom, Inc.

MAY 10, 2018

After wrapping up nearly three years as Head of Growth at Uber, he’s joined Andreessen Horowitz as a general partner to help build the next generation of great companies. You just started your new role at Andreessen Horowitz, and it’s a homecoming for you in that you were in the VC world previously. How are you settling in?

Start-ups 224

Start-ups Gaming Customer Acquisition B2B 224

Inside Customer Service

MAY 12, 2022

Look up the coffee shop's address and plug that into the maps app. Companies with a strong service culture enjoy a number of advantages over their competition, including increased efficiency, customer retention, and reputation. Customer retention is another benefit. It all focused on being customer-obsessed.

Customer Retention 144

Customer Retention Start-ups Customer Service 144