SugarCRM

APRIL 12, 2021

You lost another customer, you aren’t sure as to why, but they didn’t renew. To be sure, there are times when you’re glad to see customers go because they weren’t the right fit but most of the time it hits like a ton of bricks that you weren’t even expecting. Why Customer Churn Occurs.

Non-Profits 26

Non-Profits Artificial Intelligence CRM Predictive Analytics 26

Totango

FEBRUARY 9, 2024

Similarly, to be successful, an enterprise needs to be able to prevent churn and increase revenue growth. That’s why it is important to understand and track both gross retention and net retention. However, it does not factor in any additional revenue from customers who increased their average spend.

Outlook 108

Outlook Customer Acquisition Start-ups Customer Retention 108

Zendesk

FEBRUARY 29, 2024

What is revenue churn? Revenue churn measures the monthly recurring revenue (MRR) loss from existing customers over a specific period. This metric focuses on customers who have canceled or downgraded their monthly subscriptions. More in this guide: Why is revenue churn rate important?

Customer Retention 52

Customer Retention Customer Acquisition Artificial Intelligence CX 52

Intercom, Inc.

FEBRUARY 11, 2020

Identify and solve the problems that caused churn. The mistake at the heart of the “We Miss You” message is that it represents the customer’s relationship to the business as personal, not commercial. To re-engage customers effectively, you need to remind the customer of what it is that got them there in the first place.

Scorecard 282

Scorecard B2B Business Growth Customer Relationship 282

Intercom, Inc.

AUGUST 27, 2020

Customer acquisition costs are rising , churn is every company’s poison pill, and the competition is relentless. Success in the subscription economy isn’t about having the best product; it’s about having the strongest customer relationships. Fighting churn with data. But churn can be insidious and sneaky.

Customer Relationship 211

Customer Relationship Sports Construction Manufacturing 211

C3Centricity

JANUARY 30, 2024

Difficult customers! Every business has them, and no one likes to get customer feedback that is challenging to handle. So what’s the secret to turning difficult customers into loyal advocates? You may never have considered this, but customer complaints are actually a gift! Customers expect you to put things right.

Customer Feedback 90

Customer Feedback Customer Retention Customer Expectations Customer Service 90

Uniphore

JUNE 17, 2021

3 Ways to Boost FCR and Reduce Customer Churn With AI & RPA. Few KPIs have a bigger influence on the customer experience than First Call Resolution (FCR). When customers call in with an issue, they expect it to be solved then and there. In fact, 63% of customers churn after a bad experience.*.

AI 182

AI Social Media Customer Satisfaction Omnichannel 182

Intercom, Inc.

JANUARY 18, 2023

It can be quite a challenge to find and address the points of friction that are chasing your customers away. In our latest webinar , we’ve shared a three-pronged approach to help you drive retention and reduce churn. “Are you attracting and engaging the right customers? Are you attracting and engaging the right customers?

Customer Acquisition 118

Customer Acquisition Customer Retention Actionable Insights Customer Feedback 118

Intercom, Inc.

JULY 26, 2022

Customer success is a business effort to help your customers achieve their objectives. . As the name implies, customer success involves working with your customer to discover how your products and/or services can best empower them to reach their goals and objectives. . That’s an example of customer success.

B2B 129

B2B B2C Education Customer Retention 129

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management. Listen to your customers.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

Uniphore

JUNE 10, 2021

3 Ways Call Center Coaching is Leading to Customer Churn. It’s no secret that better coaching creates more effective agents and better overall customer interactions. Why then do so many call centers struggle to convert coaching into real, measurable results? Your Customers Feel It Too. Did you know?

Contact Center 147

Contact Center AI NPS Technology 147

Totango

FEBRUARY 13, 2024

With TrustRadius’ 2024 Most Loved Award in hand, Totango is proud to showcase how it is at the forefront of providing data-driven customer insights, helping companies across the globe prevent churn, increase revenue growth, and boost team efficiency. We love data-driven insights,” he says. “We What’s not to love?

NPS 105

NPS Gaming Business Operations Technology 105

Lumoa

JANUARY 31, 2023

Customer experience plays an important, if not the most important role in the success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. This will lead you to reduce churn and increase your revenue. Voice of the customer: where to start?

Customer Experience 176

Customer Experience NPS Touchpoint Close the Loop 176

Beyond Philosophy

JULY 13, 2023

From a strategic standpoint, organizations are losing opportunities to improve their ability to enhance their Customer Experiences with this impressive and impactful technology and, well,…building them wrong. For example, a large telecom company designed an AI system to identify customer churn.

AI 143

AI Machine Learning Social Media Customer Relationship Management 143

SixteenVentures

SEPTEMBER 10, 2020

It’s critical to understand why your customers churn, but if you’re relying solely on the reason the customer gives you for that churn, you’re definitely missing the actual reason. It’s easy to just ask a customer why they’re cancelling or not renewing and to leave it at that. Run far and fast.

Start-ups 131

Start-ups Finance Customer Acquisition CRM 131

SixteenVentures

JULY 17, 2020

Is 5% a good monthly SaaS Churn Rate? Read on to learn the answer… As a consultant to SaaS and Cloud providers that are looking to grow, I get asked what an acceptable SaaS churn rate is all the time. ” In 2020 I just say, “let’s make churn a non-issue.” Monthly vs. Annual Churn Rates.

B2C 133

B2C Start-ups B2B Customer Acquisition 133

Intercom, Inc.

JULY 30, 2020

First, as the economy is buffeted by turbulent seas, companies must batten down the hatches and devote their time and attention to their current customers. Championing this approach is Luke Diaz , Clearbit’s VP of Customer Success. This is Scale , Intercom’s podcast series on driving business growth through customer relationships.

Machine Learning 145

Machine Learning Customer Relationship Engineering Business Growth 145

Customer Think

MAY 16, 2023

Customer churn is due to several factors, such as poor customer service, ineffective marketing strategies, and stiff competition. High customer churn can result in significant revenue loss and impact the company’s reputation, among many other repercussions.

Customer Service 64

Customer Service Customer Loyalty 64

Intercom, Inc.

SEPTEMBER 23, 2020

Last week we released Series , a brand new way to orchestrate customer messaging campaigns in Intercom. Our first customer messaging solution. This approach resonated with a number of customers. Some of the visualizations our customers shared with us. We knew something had to be done.

Start-ups 232

Start-ups Engineering Customer Feedback 232

SurveySensum

DECEMBER 15, 2023

Often companies inadvertently limit their understanding of customer satisfaction by focusing solely on measuring existing customer interactions through metrics like NPS and CSAT. This provides an incomplete picture of overall customer satisfaction. These surveys play a crucial role in gaining insights into why customers leave.

Text Analytics 52

Text Analytics NPS Customer Retention Customer Feedback 52

SixteenVentures

AUGUST 26, 2020

What’s the cost of working with Bad-fit Customers? Everything rolls-up to dollars… time and other resources – and even the negative sentiment in the market caused by churning-and-burning customers – all have an associated monetary value. That’s why we call them Bad-fit Customers. Read this.

Sales 128

Sales Start-ups Customer Acquisition 128

Aquire

DECEMBER 9, 2021

If you want your customers to stick around, it’s important you understand how to reduce customer churn rate. Of course, some level of churn is inevitable — no matter how much effort you put into satisfying your customers. There are reasons customers stop doing business with you that are simply beyond your control.

Customer Retention 98

Customer Retention Education Start-ups Social Media 98

CSAT.AI

SEPTEMBER 29, 2022

Let’s go deeper into a few more customer success metrics. The following KPIs help you plan your strategy and monitor your revenue and costs of customer success. Customer Health Score (CHS). No, this isn’t about how many steps your customer is getting in daily or their fiber consumption (unless you’re a wellness brand).

Sentiment Analysis 106

Sentiment Analysis B2B B2C Customer Acquisition 106

Intercom, Inc.

OCTOBER 7, 2020

In the not-too-distant past, customer support was seen as a hassle, a cost that had to be borne but which was really just a tax on success. If it wasn’t for those pesky customers with problems, profits would be through the roof, right? There is no escaping the fact that supporting your customers costs money.

Manufacturing 196

Manufacturing Customer Retention Sales Engineering 196

Lumoa

NOVEMBER 8, 2018

According to The State of the Customer Experience survey that we did earlier in 2018, all companies track customer experience using one or several of the 6 world-wide recognised KPIs: Net Promoter Score (NPS), Customer Satisfaction (CSAT), Churn rate, Retention rate, Customer Lifetime Value (CLV) or Customer Effort Score (CES).

Net Promoter Score 172

Net Promoter Score Customer Experience NPS Customer Satisfaction 172

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 98

Customer Retention CRM Customer Relationship Management Customer Loyalty 98

Shep Hyken

AUGUST 24, 2021

Managing Customer Success. Preventing Customer Churn. Shep Hyken interviews Philipp Wolf, CEO of Custify , a company that helps SaaS businesses deliver great results for customers. They discuss how to utilize customer information and behavior to help ensure customer success. It is a philosophy.

Customer Retention 126

Customer Retention Customer Service Customer Experience 126

Beyond Philosophy

JULY 8, 2023

They fail to capitalize on the potential to enhance Customer Experiences through this powerful technology by building it incorrectly. Take, for instance, a telecom company that developed an AI system to detect customer churn. By changing their strategic approach, they could gain a significant competitive advantage.

AI 78

AI Machine Learning Artificial Intelligence Technology 78

SurveySensum

DECEMBER 25, 2023

The customer service center had a really complex return procedure. It’s clear that these surveys need to change to match how customers feel in that moment. That way, they’d understand what customers go through. It shows how customers feel generally, but it doesn’t solve those immediate issues.

Retail 52

Retail NPS Text Analytics Customer Feedback 52

Uniphore

JUNE 16, 2021

How do you make every agent sell to and serve your customers just like your very best agents? These are the questions that keep customer operations leaders up at night — especially as modern customers rely heavily on contact centers and expect more from each interaction. Read on to learn why.

Contact Center 204

Contact Center Social Media NPS AI 204

Totango

JANUARY 26, 2021

Being proactive about churn prevention provides an antidote to customer attrition. Utilizing technology makes it one of the easiest ways to keep more customers. Read on to learn what churn is, how an attrition analysis can help you pinpoint why you’re losing customers, and what steps you can take to prevent customer churn.

Customer Retention 89

Customer Retention Customer Expectations Start-ups Sales 89

Intercom, Inc.

MARCH 25, 2019

“The last thing that you give attention to is what happens when a customer tries to leave” The SaaS industry, unfortunately, is not immune to these poor experiences. You’ll hopefully learn from them, but it’s likely you will lose some customers along the way.

Construction 183

Construction Sales Customer Feedback Customer Experience 183

Totango

JANUARY 23, 2020

You are not powerless in the face of churn. There are almost always indicators that a customer is going to churn, which means that if identified early, a good Customer Success team can mitigate the risk and execute a successful recovery plan. Think of churn like a risk that can be negotiated like any other. .

B2B 105

B2B Customer Relationship Customer Feedback Customer Experience 105

VOZIQ

JANUARY 1, 2024

Fighting churn isn’t about predicting it alone. It also involves understanding the hidden factors that lead to churn and how to drive customer loyalty. Although traditional churn prediction models may be accurate, they often leave businesses in the dark about the reasoning behind their predictions.

Customer Retention 40

Customer Retention AI Contact Center Sentiment Analysis 40

Intercom, Inc.

NOVEMBER 14, 2018

Much of what defines our most outstanding sales reps is their ability to deeply understand our prospects’ and customers’ business needs and speak directly to them. While headline KPIs are a concise way of understanding where you’ve netted out, they rarely provide the full picture of how or why you hit (or missed) your targets.

Sales 188

Sales Start-ups Finance Gaming 188

Totango

JULY 15, 2022

Detecting and protecting at-risk customers is important even in the best of times, but it is especially critical during times of economic instability when your current customer base is your greatest (and perhaps only) source of dependable revenue growth. . Leveraging the Detect Risk SuccessBLOC and Avoid Customer Churn .

Scorecard 84

Scorecard Start-ups Customer Relationship Customer Experience 84

Totango

SEPTEMBER 1, 2020

To paraphrase the famous saying, there are only two things that are certain in business: churn and taxes. And, in the case of churn at least, by learning from what you cannot avoid you can prevent yourself from suffering any loss that will do real harm. What Causes Churn? Every business suffers churn.

Net Promoter Score 103

Net Promoter Score Close the Loop NPS Construction 103