Totango

JANUARY 28, 2020

As the economy grows increasingly customer-centric, customer retention becomes more vital to the success of enterprises. Repeat customers provide greater value at a lower cost than those who buy something once and leave. What is Customer Retention Management? Why Your Enterprise Needs Customer Retention.

Customer Retention 85

Customer Retention B2B Technology Technology 85

SurveySensum

AUGUST 3, 2023

Imagine you run a B2B marketing software company that provides innovative marketing solutions to small businesses. But you’re not quite sure how it’s being received by your customers. This is where B2B SaaS feedback software comes to the rescue! What is B2B SaaS feedback software?

B2B 52

B2B NPS Text Analytics Net Promoter Score 52

TeamSupport

SEPTEMBER 16, 2020

In Part 1 and Part 2 of this blog series based on the whitepaper co-produced by ServiceXRG and TeamSupport, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes, and about the evolving role of B2B customer support.

B2B 89

B2B Customer Retention Technology Technology 89

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. Learn from Customers.

Customer Retention 63

Customer Retention Scorecard B2B VOC 63

TeamSupport

SEPTEMBER 14, 2020

In Part 1 of this blog series, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes—based on the whitepaper co-produced by ServiceXRG and TeamSupport. Now in Part 2, we’ll talk about the evolving role of B2B customer support.

B2B 81

B2B Customer Retention Customer Relationship Sales 81

CSAT.AI

SEPTEMBER 29, 2022

This information is helpful to acquiring usable customer health scores which will be a blend of data dependent upon the type of product/service you provide. . If you have a B2B company, you’re more likely to have a CSM, or multiple, as the selling, onboarding and managing are more complex. Is it easy for customers to reach you?

Sentiment Analysis 106

Sentiment Analysis B2B B2C Customer Acquisition 106

Win the Customer

JANUARY 19, 2016

Seventy percent of companies agree that retaining customers is cheaper than acquiring new ones, an Econsultancy report on cross-channel marketing found. Forty-nine percent find that building existing customer relationships brings a bigger return on investment than acquiring new customers. Improve Your Customer Experience.

Customer Retention 81

Customer Retention Customer Satisfaction B2B Retail 81

TeamSupport

AUGUST 17, 2022

Concepts like customer-centricity and being customer-first are now at the forefront of a pioneering spirit in customer support and related fields, yet many companies are still falling behind. Improving the customer experience can have a significant impact on customer retention, profitability, and growth.

Customer Experience 98

Customer Experience B2B B2C Customer Loyalty 98

TeamSupport

JULY 20, 2018

If you’re a B2B (business-to-business) company and you don’t have Service Level Agreements (SLAs) in place with your customers, you're missing out on an important opportunity to improve customer retention and satisfaction. uptime, responsiveness, etc.).

B2B 49

B2B Non-Profits Construction Customer Retention 49

TeamSupport

AUGUST 3, 2018

In this scenario, it’s not up to the sales team to provide the victory, but instead the onus falls squarely onto the customer success group. With customer retention critical to business success, fending off the competition means a healthy balance sheet and minimal churn.

B2B 56

B2B Sentiment Analysis B2C Customer Retention 56

TeamSupport

JULY 20, 2018

If you’re a B2B (business-to-business) company and you don’t have Service Level Agreements (SLAs) in place with your customers, you're missing out on an important opportunity to improve customer retention and satisfaction. uptime, responsiveness, etc.).

B2B 40

B2B Non-Profits Construction Customer Retention 40

TeamSupport

MARCH 3, 2021

In Part 1 of this blog series we introduced the new imperative for customer support and customer success—achieving success for your customers… and for your bottom line. The second way is to use B2B customer support tools to proactively strengthen your customer relationships and reduce churn.

B2B 98

B2B Customer Retention Customer Relationship Customer Feedback 98

Intercom, Inc.

JULY 26, 2022

They listen and look for pain points and inefficiencies that affect their customers, then find ways their product can help. That’s an example of customer success. Customer success is important because it adds value to the brand-customer relationship. In other words, customer success breeds loyalty.

B2B 129

B2B B2C Education Customer Retention 129

Lumoa

FEBRUARY 9, 2023

Whether you’re new to customer experience or seeking inspiration, this guide serves as your ultimate resource for exploring and delving deeper into this exciting field. B2B Customer Experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

TeamSupport

AUGUST 3, 2018

In this scenario, it’s not up to the sales team to provide the victory, but instead the onus falls squarely onto the customer success group. With customer retention critical to business success, fending off the competition means a healthy balance sheet and minimal churn.

B2B 40

B2B Sentiment Analysis B2C Customer Retention 40

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.

Customer Service 52

Customer Service Customer Journey Map B2C B2B 52

Shep Hyken

OCTOBER 6, 2022

He shares the value that customer emotions bring to a company. How much value ($$$) do closer customer relationships and specific customer emotions bring to your business? And they should as it’s probably the cheapest and simple way of finding opportunities to improve the customer experience.

Predictive Analytics 65

Predictive Analytics Customer Journey Map Touchpoint Customer Relationship 65

Totango

JANUARY 23, 2020

Today’s customers are more likely to seek more flexible, subscription-based agreements that empower them to walk away if they are unhappy. As such, enterprises need to prioritize cultivating long-term customer relationships that foster continual, mutual growth.

B2B 106

B2B Customer Relationship Customer Feedback Customer Experience 106

Totango

AUGUST 11, 2022

In this article, we’ll show you how to build client relationships digitally with your SaaS customers. First, we’ll look at how digital client relationships differ from live interactions and what this implies for SaaS customer relationship management. How Digital Client Relationships Are Different.

Net Promoter Score 106

Net Promoter Score Social Media Customer Journey Map Customer Relationship 106

Intercom, Inc.

DECEMBER 16, 2019

Over the last two decades, account-based marketing (ABM) has been both hailed as a surefire win for B2B businesses and written off as little more than an industry buzzword. “With ABM, businesses treat each account as a market of one” How ABM differs from traditional B2B sales. Improved customer retention and expansion.

B2B 189

B2B Sales CRM Touchpoint 189

Totango

JULY 13, 2021

Rather than focusing on just the initial transaction, this method emphasizes continued customer success growth to foster customer loyalty and stable profits for years to come. Elements that Drive Customer Success Growth. Increase Customer Retention. Much like an apple orchard, customers must be cultivated.

Customer Satisfaction 101

Customer Satisfaction B2C B2B Customer Relationship 101

ClientSuccess

APRIL 28, 2021

ClientSuccess has a bold vision to change the game of post-sales customer management and I can’t wait to help execute that vision.”. The ClientSuccess platform was crafted for customer success teams looking to define, scale and execute their customer success strategy.

B2B 59

B2B Gaming Customer Retention Sales 59

VOZIQ

APRIL 14, 2023

Customer relationship dynamics have been changing drastically over the past years. With customer expectations rising dramatically and businesses implementing a personal and far more attentive approach than before, CRM has now become a crucial element of customer retention.

Customer Service 40

Customer Service Entertainment B2C CRM 40

VOZIQ

APRIL 14, 2023

Customer relationship dynamics have been changing drastically over the past years. With customer expectations rising dramatically and businesses implementing a personal and far more attentive approach than before, CRM has now become a crucial element of customer retention.

Customer Service 40

Customer Service Entertainment B2C CRM 40

SugarCRM

MAY 5, 2022

We wanted to understand how technology is transforming the expectations of sales and marketing leaders and their customers, which roadblocks and blind spots are causing sales friction and contributing to churn, the impact of misalignment between sales and marketing, and the impact this has on organizations. Things to Look Out For.

AI 49

AI CRM Touchpoint B2B 49

ClientSuccess

APRIL 28, 2021

ClientSuccess has a bold vision to change the game of post-sales customer management and I can’t wait to help execute that vision.”. The ClientSuccess platform was crafted for customer success teams looking to define, scale and execute their customer success strategy.

B2B 54

B2B Gaming Customer Retention Sales 54

ClientSuccess

DECEMBER 16, 2021

About ClientSuccess: ClientSuccess is a leading customer success platform that empowers B2B SaaS companies to proactively manage post-sales customer relationships, measure customer health, maximize customer retention and growth, and create a culture of customer success.

Actionable Insights 52

Actionable Insights B2B CRM Customer Retention 52

Aquire

AUGUST 30, 2021

But how can this experience be transferred to high growth environments, B2B, or the digital world? Here are some positive business outcomes that stem from personalized customer service: Better customer relationships. Higher customer retention. Why is personalized customer service important?

Customer Service 98

Customer Service Omnichannel Social Media B2B 98

Hodusoft

SEPTEMBER 6, 2023

Shorter sales cycle As per recent data, the average B2B sales cycle is three months. Enhanced customer retention A study conducted by reputed marketing training company MarketingProfs revealed that companies that closely coordinated marketing and sales endeavors experienced 36 percent higher customer retention.

Customer Retention 96

Customer Retention Sales Contact Center Artificial Intelligence 96

TeamSupport

APRIL 26, 2019

The constantly evolving landscape means that business-to-business (B2B) customers have all the power. Sustaining meaningful relationships has never been more of a priority for businesses. Many are turning to emerging technologies and processes, like the ones below, to develop customer-centric strategies.

Customer Service 55

Customer Service B2B B2C Customer Retention 55

ClientSuccess

APRIL 28, 2021

About ClientSuccess: ClientSuccess is a leading customer success platform that empowers B2B SaaS companies to proactively manage post-sales customer relationships, measure customer health, maximize customer retention and growth, and create a culture of customer success.

B2B 52

B2B Customer Retention Sales Customer Relationship 52

Help Scout

APRIL 27, 2021

For B2B SaaS companies, user adoption is one of the most important elements to get right in order to grow sustainably. Appcues found that activation (when customers experience the core value of the product) is the most important pirate metric for SaaS growth. more than the same percentage increase in retention.

Start-ups 94

Start-ups B2B Customer Acquisition Customer Retention 94

Waypoint Group

JANUARY 14, 2015

but for product usability it’s 5.89, so clearly ease-of-use is something we need to focus on in order to drive customer retention.” So nothing new here really, but still worth calling out for our B2B audience as I am frequently asked, “What should I do about feedback from multiple people in one account?

Net Promoter Score 45

Net Promoter Score B2B NPS Customer Feedback 45

SurveySensum

SEPTEMBER 4, 2023

Asking the right questions at the right time helps you see if your customers are happy, if they have any problems, or if they want something new. This info is super helpful as it identifies pain points, makes improvements, enhances users’ experience, and ensures effective SaaS customer retention.

Customer Survey 52

Customer Survey NPS Customer Feedback Customer Retention 52

Intercom, Inc.

FEBRUARY 11, 2020

For B2B products, customers often pay wildly different prices, and so the value that they expect out of your product is wildly different. If your company has an account management team, this scorecard can form the basis for high-impact business reviews with customers. Relationships fuel your growth.

Scorecard 282

Scorecard B2B Business Growth Customer Relationship 282

Heart of the Customer

JUNE 3, 2022

As Heart of the Customer’s CX Practice Lead and a long-time marketing research practitioner, I’m always focused on gathering the most accurate data to answer the problem at hand. Why is the customer retention rate lower than projected for certain product lines? appeared first on Heart of the Customer.

Customer Retention 78

Customer Retention CX Sales Voice of the Customer 78

Waypoint Group

MAY 8, 2018

Announcing our latest research-driven whitepaper: The “Silver Bullet” to Customer Health Scoring. But because today’s popular CHS methods generally rely on sophisticated modeling that is unique to each business, most “Customer Success” practitioners have found such scores to be incomplete, misleading, and difficult to action.

B2B 40

B2B Customer Retention Customer Relationship Customer Feedback 40