Intercom, Inc.

MARCH 16, 2021

Preemptively identify recurring customer issues. But when your team is so busy managing day-to-day reactive conversations you may be wondering how you’ll find time to identify recurring customer questions and pain points, so you can begin proactively resolving issues. Customer retention.

E-commerce 201

E-commerce Education Customer Satisfaction Start-ups 201

Intercom, Inc.

JULY 1, 2020

Armed with the right proactive support strategy and tools, you can drastically reduce the number of conversations that reach your support team, all while keeping customers happy. Customer retention. Retention is one of the most important bottom-line metrics for any SaaS or subscription-based business to measure.

Education 239

Education Sales Customer Retention Customer Loyalty 239

Beyond Philosophy

JULY 12, 2016

Earl Sasser, and Leonard Schlesinger in 1994 in Harvard Business Review, and in a 1997 book by the last three authors, can essentially be explained as follows: It is a theory of business management which links employee satisfaction to customer loyalty and profitability.

Customer Loyalty 68

Customer Loyalty Customer Satisfaction Customer Retention Customer Experience 68

Fonolo

JANUARY 14, 2020

Jeanne has been helping companies create deeper relationships with their customers for over 35 years. She has worked Microsoft, Allstate, and Lands’ End, pioneering the role of the “Chief Customer Officer” . It’s one of our favorite places to learn about every facet of consumer-first business management.

Customer Service 136

Customer Service Contact Center Social Media CX 136

SurveySensum

SEPTEMBER 5, 2023

These satisfied users aka promoters enthusiastically recommend your software to others, driving customer acquisition for your business. By prioritizing an outstanding customer experience, you not only boost SaaS customer retention but also harness the promotional power of your satisfied users, ultimately growing your business.

Actionable Insights 52

Actionable Insights Customer Experience NPS Net Promoter Score 52

Comm100

MARCH 8, 2017

Follow her today on Twitter to make sure that your company is doing everything it can to improve the experience and the lives of its customers. Shapiro is a customer retention expert, who founded The Center for Client Retention. RachardRShapiro. Annette Franz. annettefranz. Kate Leggett. kateleggett. Bob Thompson.

Customer Service 0

Customer Service Start-ups Sports Social Media 0