TeamSupport

SEPTEMBER 14, 2018

Whatever your goal is, here are a few simple changes you can make immediately to improve your customer retention rate…. 1) Schedule recurring follow up appointments with customers – Many businesses already do this, but there’s still an alarming number that don’t!

Customer Retention 76

Customer Retention B2B Education 76

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. Customer enablement empowers customers by giving them the resources they need to use your product successfully. Here we’ll walk you through the essentials you need to know to harness customer enablement to increase B2B and SaaS sales.

B2B 82

B2B Net Promoter Score Education Social Media 82

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 Text Analytics NPS Net Promoter Score 52

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 87

Customer Retention B2B Technology Technology 87

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 63

Customer Acquisition Customer Retention Social Media Engineering 63

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

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

SurveySensum

SEPTEMBER 15, 2023

Are you struggling to meet your B2B clients’ ever-changing needs in today’s fast-paced service industry? In the realm of B2B service, staying attuned to client feedback is more crucial than ever. This is where customer feedback tools become essential. But what exactly a B2B service feedback tool is?

B2B 52

B2B NPS Sentiment Analysis Text Analytics 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

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

Customer Think

NOVEMBER 14, 2022

Customer retention for a brand like Heineken may seem easy. So, B2B customer support is key to Heineken’s growth. During the podcast interview, Stephan Visser provided insight into their customer retention strategy. Beer giants wanted to improve relationships with B2B customers.

B2B 100

B2B Customer Retention Omnichannel 100

ECXO

MARCH 21, 2023

A customer-centric culture must ensure that every interaction between the customer and the organisation is tailored to the customer’s individual preferences, culture and needs –(on B2C 100% and on B2B too.) Just in B2B, the challenges are greater to achieve great experiences, but data analytics definitely helps.

Customer Experience Maturity Model 98

Customer Experience Maturity Model B2B CX Customer Experience 98

TeamSupport

JULY 26, 2019

This scenario is still far too common in customer support, even in the B2B (business-to-business) industry where the average customer value is higher and business relationships matter more. But, other times it’s simply due to an inefficient customer service team. Please hold. There are 12 callers ahead of you.

B2B 70

B2B Customer Service Customer Retention Innovation 70

Win the Customer

JANUARY 19, 2016

For instance, in the financial services industry, a five percent increase in customer retention increases profits more than 25 percent, according to Bain & Company. Eighty percent of your future profits will come from 20 percent of your customers, Gartner says. Improve Your Customer Experience.

Customer Retention 81

Customer Retention Customer Satisfaction B2B Retail 81

Shep Hyken

SEPTEMBER 13, 2021

What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. CMSWire) Although the terms “customer loyalty” and “customer retention” are often used interchangeably, they actually refer to two different things. Why B2B Customer Experience is Just as Vital for Growth as B2C by Gal Oron.

Customer Service 134

Customer Service B2C Customer Loyalty B2B 134

ClearAction

NOVEMBER 14, 2017

Customer Experience ROI Opportunities on B2B Touchpoints Lynn Hunsaker. Are you accelerating repurchases through your customer experience touch-points with industrial customers? One of the keys to success in doing this is to demonstrate humility and a desire for ongoing alignment with the customer.

Touchpoint 59

Touchpoint B2B Customer Experience Customer Journey Map 59

ClientSuccess

JUNE 19, 2019

Adding credibility to this statement is a research study by Invesp Consulting which suggests: Existing customers are 50% more likely to try new products and spend 31% more than new users! Increasing customer retention by 5% can increase profits by 25-95%. Shocker, right? Closing Thoughts.

Customer Retention 73

Customer Retention E-commerce Start-ups Entertainment 73

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

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.). This can mean guaranteeing servers will have 99.9%

B2B 49

B2B Non-Profits Construction Customer Retention 49

SurveySensum

OCTOBER 5, 2020

You need to ask those questions at the right time throughout the customer life cycle. For any B2B SaaS company that is starting its Voice of Customer program, the customer journey is the first step to understand your customers. Today, I am going to share with you, What is a typical B2B SaaS customer journey?

B2B 52

B2B Net Promoter Score NPS Touchpoint 52

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.). This can mean guaranteeing servers will have 99.9%

B2B 40

B2B Non-Profits Construction Customer Retention 40

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

SurveySensum

JULY 21, 2023

That’s why here in this blog we will talk about the top 11 B2B customer retention strategies. These strategies can help you maximize your business’s potential while keeping those valuable customers right where they belong. That’s why we proudly maintain a remarkable 98% customer retention rate.

Customer Retention 52

Customer Retention B2B Net Promoter Score Touchpoint 52

Intercom, Inc.

JULY 26, 2022

In other words, customer success breeds loyalty. The term “client success” is virtually interchangeable with “customer success,” but is more often used by companies that sell a B2B product. In the B2B world, customers are referred to as clients, since the buyer-seller relationship is usually more intricate than in the B2C world.

B2B 129

B2B B2C Education Customer Retention 129

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

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

TeamSupport

AUGUST 2, 2022

This practice is the blood and bones of what customer-centricity means. That said, an experience centered on customers can often be misconstrued as something warped or altogether different, especially when it comes to customer-centricity for B2B businesses. Customer-Centricity is Not Transactional.

Customer Retention 97

Customer Retention B2B Customer Experience 97

Intercom, Inc.

AUGUST 26, 2020

To find out how support leaders are navigating the current landscape, we surveyed a random sample of 593 support managers across both B2B and B2C and industries like education, retail, healthcare, and tech. With a focus on ROI, nearly a third (30%) plan to measure their team’s impact on customer retention.

Customer Retention 233

Customer Retention Customer Satisfaction Customer Expectations B2C 233

TeamSupport

AUGUST 2, 2022

This practice is the blood and bones of what customer-centricity means. That said, an experience centered on customers can often be misconstrued as something warped or altogether different, especially when it comes to customer-centricity for B2B businesses. Customer-Centricity is Not Transactional.

Customer Retention 93

Customer Retention B2B Customer Experience 93

Shep Hyken

JANUARY 4, 2023

Customers Will Be Smarter and More Demanding Than Ever – I may sound like a broken record as I start each year with this prediction. Regardless of the type of business you’re in (B2B, B2C, B2B2C), everyone is a consumer. Smart leaders are now realizing that customer service and a focus on CX pays.

Customer Service 124

Customer Service Customer Experience B2C B2B 124

Zendesk

FEBRUARY 12, 2024

This is an essential resource for businesses interested in leveraging analytics and metrics to improve their customer service operations. Retain: The Customer Retention Podcast Listen here Best for: Customer retention strategies As the name suggests, Retain focuses solely on customer retention strategies.

Customer Service 52

Customer Service Customer Retention CX Social Media 52

Totango

JANUARY 23, 2020

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. You are not powerless in the face of churn. Think of churn like a risk that can be negotiated like any other. .

B2B 105

B2B Customer Relationship Customer Feedback Customer Experience 105

The DiJulius Group

MARCH 23, 2016

However, they have been experiencing incredible sales growth and Customer retention. Carle Publishing creates customized printed and digital magazines for regional and […]. Carle Publishing, headquartered in Eastern Canada, competes in a specialized niched marketing industry.

B2B 40

B2B Customer Service Customer Retention Sales 40

CommBox

JANUARY 28, 2024

In 2021, Gartner found that 80% of the service industry leaders in B2B and B2C organizations rate migrating to self-service as their top priority, followed by upgrading contact center technology (79%) and automating customer service processes (77%).

AI 52

AI Customer Service Real Estate B2C 52

SurveySensum

OCTOBER 20, 2023

And product feedback loop not only enhances the products as per customers’ needs but also boosts customer satisfaction and loyalty. Boosting Customer Retention: Maintaining current customers is a vital aspect of business success, as it can be up to 25 times more cost-effective than acquiring new ones.

Close the Loop 52

Close the Loop Social Media Customer Retention Text Analytics 52

TeamSupport

OCTOBER 8, 2020

The editors sat down with TeamSupport co-founder and COO, Eric Harrington, to talk about customer support in the time of COVID and building strong customer relationships in Part 1 of this series, and current trends and the future of B2B customer support in Part 2. What are the strategies employed by TeamSupport?

Customer Relationship 59

Customer Relationship B2C B2B Innovation 59