Help Scout

AUGUST 22, 2023

Customer acquisition versus customer satisfaction: What’s the more important goal? Turns out, they’re two sides of the same coin. Read the full article

Customer Acquisition 75

Customer Acquisition Customer Satisfaction 75

Lumoa

AUGUST 25, 2020

You can’t grow your business without expanding your customer base. However, should your marketing budget be more focused on customer acquisition or retention is a tough question and one that will eventually define your growth. Moreover, you can put customer retention strategies into focus only when you have customers to retain.

Customer Acquisition 78

Customer Acquisition Customer Retention Machine Learning Social Media 78

Intercom, Inc.

APRIL 14, 2020

As Des points out, the temptation to focus on customer acquisition can distract from the importance of focusing on retention, a focus that needs to start from onboarding and continue coherently from there. But improving your retention rate by 1% extends customer lifetime value and increases your bottom line by around 7%.

Customer Retention 245

Customer Retention Customer Acquisition Outlook Start-ups 245

CX Accelerator

AUGUST 19, 2019

Ben Motteram is a passionate evangelist for putting the customer at the heart of everything a business does. He has over 20 years' experience developing and implementing customer acquisition and retention strategies in strategic Sales, Marketing and Customer Experience roles.

CX 345

CX Customer Journey Map Touchpoint Customer Satisfaction 345

ECXO

FEBRUARY 3, 2025

When customers dont feel supported or valued, theyre unlikely to stick aroundeven if your product or service is excellent. Statistic to Consider: Studies show that 89% of consumers have switched to a competitor following a poor customer experience.

Sales 247

Sales Customer Experience E-commerce Start-ups 247

Customer Think

MAY 4, 2021

It won’t shock anyone reading this when I say that Apple and Google are big players in the technology game, in fact it’s a fairly redundant sentence. But to give some context, if it were needed, Apple has 1.65bn active devices worldwide and Google handles 3.5bn daily searches, with Chrome accounting for 60% of global […].

Customer Acquisition 117

Customer Acquisition Gaming Technology Technology 117

Customer Think

AUGUST 23, 2024

Accelerating Customer Acquisition through Customer Experience Transformation Most CMO’s and C-Suite members expect that a good customer experience will help their customer acquisition efforts – but few companies can forecast the impact so that the CX efforts can be analytically compared to traditional sales or marketing improvement efforts.

Customer Acquisition 52

Customer Acquisition CX Sales Customer Experience 52

VOZIQ

MAY 5, 2023

Sales or new customer acquisition is the most fundamental and obvious contributor to revenue growth. When we set a higher revenue target for a new financial year, we establish new benchmarks for sales efforts that highlight how many new customers we should aim to acquire that year.

Customer Acquisition 52

Customer Acquisition Net Promoter Score Machine Learning Customer Retention 52

Conversocial

APRIL 8, 2021

If brands are looking for a way to reach new customers, going through the native apps available on virtually every smartphone in the world is a pretty good starting point. With iOS and Android, Apple and Google dominate the mobile operating system market, with a nearly 100% global share.

Customer Acquisition 90

Customer Acquisition Customer Experience 90

Intercom, Inc.

MARCH 14, 2019

Use customer insights to boost customer acquisition. The first is data which shows the average Cost of Customer Acquisition (CAC) has risen by 50% over the last five years. The second is the fact that customer word of mouth and referrals are now the single largest influence on purchase behavior.

Customer Acquisition 178

Customer Acquisition Customer Feedback Customer-Centric Organization Construction 178

Uniphore

JANUARY 4, 2022

Sylvain has been at the forefront of digitizing the customer acquisitions process and introducing AI and analytics-based sales motion. In his most recent position as Vice-President, Global Virtual Sales and Engineering (GVSE), he led the organization through several strategic transitions to accelerate growth at scale.

Contact Center 317

Contact Center AI Innovation Customer Retention 317

Callminer

DECEMBER 28, 2016

You’ve no doubt heard this statistic before: It costs 5X as much to attract a new customer as it does to retain one. Yet research shows that the majority of organizations are still prioritizing customer acquisition over retention, with fewer than half of survey respondents citing customer satisfaction as a key goal.

Predictive Analytics 140

Predictive Analytics CEM Customer Acquisition Customer Satisfaction 140

Intercom, Inc.

OCTOBER 16, 2019

If your average order value is less than $5,000 a year, your application ideally needs to be a “self-service” model, where your customer signs up themselves with “zero touch” from the company. The key here is to keep the cost of customer acquisition down. Gaining new customers. The middle ground ($5,000 p.a.

Customer Acquisition 195

Customer Acquisition Sales Start-ups Invoicing 195

Beyond Philosophy

DECEMBER 6, 2018

It surprises me how organizations don’t treat their customers better. I suspect this is because the cost of customer acquisition can be hidden amongst the other figures. Nonetheless, it costs less to keep customers than getting new customers.

Customer Experience 164

Customer Experience Customer Acquisition Customer Retention Customer Service 164

Shep Hyken

DECEMBER 31, 2021

Why is Customer Retention So important? Customer retention is often overlooked because companies hyperfocus on customer acquisition, which is the process of gaining new customers.? . It’s a short-sighted strategy to focus on customer acquisition vs. retention.? But where should you start? .

Customer Service 121

Customer Service Customer Acquisition Customer Retention B2C 121

Customer Think

JULY 27, 2021

Data is often referred to as the most important commodity on earth, eclipsing even oil. It’s hard to imagine a world in which the thirst for data is finally quenched. Businesses seem to want as much as they can get, even if the volume of information is outpacing their ability to keep up. But similar […].

Customer Acquisition 87

Customer Acquisition 87

CX Accelerator

APRIL 13, 2020

A passionate evangelist for putting the customer at the heart of everything a business does, Ben has over 20 years' experience developing and implementing customer acquisition and retention strategies in strategic Sales, Marketing and Customer Experience roles. Ben Motteram.

CX 208

CX Customer Acquisition Customer Expectations Sales 208

Experience Investigators

MAY 13, 2025

The conversation begins with reimagining success metrics beyond customer acquisition and retention. Jeannie Walters answers a thoughtful question and explores how government agencies and public institutions can create exceptional citizen experiences despite not being driven by traditional profit motives.

CX 52

CX Government Customer Acquisition Compliance 52

CX Network

AUGUST 5, 2024

Nick Glimsdahl shares the value-first strategies that can help you shift from customer acquisition to sustainable growth and loyal communities

Customer Acquisition 105

Customer Acquisition 105

Customer Think

SEPTEMBER 11, 2021

Cloud Computing as a concept has had a huge impact across all the sectors with improving the business processes, offering production dynamics, and strengthening the relationship with customers, users, employees, and suppliers. And, it […].

Customer Acquisition 119

Customer Acquisition Technology Technology 119

Intercom, Inc.

JANUARY 25, 2022

Integrations like the Intercom integration with HubSpot empower these teams to use data from live chat and messaging, smart workflows, and business intelligence to anticipate prospect and customer needs. .

Sales 216

Sales Artificial Intelligence CRM Customer Acquisition 216

C3Centricity

JULY 27, 2021

According to industry research, acquiring a new customer is 5 to 7 times more costly than keeping your existing customers, which is why you need to concentrate on keeping your customers and making them Raving Fans. While customer acquisition is indeed important, so is holding on to your customers and making them Raving Fans.

B2C 127

B2C Customer Acquisition B2B Customer Satisfaction 127

Intercom, Inc.

MAY 13, 2022

Besides helping you forecast future revenues for operational planning purposes, analyzing CLV helps you target your most valuable customers with sales and marketing efforts and determine whether your customer acquisition costs (CAC) are in line with what you expect to earn from each new customer.

Customer Acquisition 118

Customer Acquisition Customer Loyalty Sales 118

Intercom, Inc.

OCTOBER 18, 2021

In the early days of the analytics team at Intercom, our tracking mostly consisted of typical SaaS company finance metrics , such as the conversion rate of our customers from trial to paid, and monthly recurring revenue.

E-commerce 269

E-commerce Start-ups Finance Customer Acquisition 269

Customer Think

APRIL 16, 2023

With ongoing shifts in the economic climate, customer retention continues to be a main focus—and in many cases, it has become even more important in 2023. According to a report by Twilio, in the face of recession, 67% of businesses are shifting focus from customer acquisition to customer retention.

Customer Retention 111

Customer Retention Customer Acquisition Customer Loyalty Technology 111

Intercom, Inc.

APRIL 13, 2018

A sales rep can give the marketing team insights from the ground level and decrease the cost of customer acquisition. In most SaaS companies, it’s the marketing team that manages this stream of data, and the best sales reps ensure that they’re a part of the discussion. A growing sales team creates a growing company.

Sales 224

Sales CRM Social Media Customer Acquisition 224

Inside Customer Service

JUNE 23, 2022

Regaining a customer's trust after a service failure has a direct impact on customer retention, customer acquisition, and efficiency. Customer retention For every customer your business loses, you need to attract two new customers to grow. The key to service recovery is restoring trust.

Customer Acquisition 157

Customer Acquisition Social Media Customer Retention Start-ups 157

Intercom

JANUARY 20, 2025

Onboard, educate, and retain customers Fostering strong customer loyalty is important in most industries, but is particularly crucial in fintech, where intense competition and high customer acquisition costs make strong retention vital for long-term success.

Customer Service 91

Customer Service Compliance AI Education 91

CX Accelerator

APRIL 13, 2020

A passionate evangelist for putting the customer at the heart of everything a business does, Ben has over 20 years' experience developing and implementing customer acquisition and retention strategies in strategic Sales, Marketing and Customer Experience roles. Ben Motteram.

CX 182

CX Customer Acquisition Customer Expectations Sales 182

Customer Think

JUNE 21, 2023

The advantages of a positive business reputation can be seen in increased customer acquisition, greater customer loyalty, trust in your brand, and a boosted performance overall. With countless choices at their fingertips, a strong brand reputation in the eyes of the consumer is crucial to the success of every business.

Customer Acquisition 105

Customer Acquisition Customer Loyalty 105

Beyond Philosophy

FEBRUARY 10, 2020

New Sales Growth: This area includes increases in sales, market share, or new customer acquisition. New Sales Growth includes expanding your offerings to capture a new type of customer. What’s the lifetime value of a customer when you compare it to the customer acquisition costs?

Hospitality 172

Hospitality Hospitality Business Growth Customer Acquisition 172

CX Accelerator

AUGUST 19, 2019

Ben Motteram is a passionate evangelist for putting the customer at the heart of everything a business does. He has over 20 years' experience developing and implementing customer acquisition and retention strategies in strategic Sales, Marketing and Customer Experience roles.

CX 182

CX Customer Journey Map Touchpoint VOC 182

CX Accelerator

AUGUST 19, 2019

Ben Motteram is a passionate evangelist for putting the customer at the heart of everything a business does. He has over 20 years' experience developing and implementing customer acquisition and retention strategies in strategic Sales, Marketing and Customer Experience roles.

CX 182

CX Customer Journey Map Touchpoint VOC 182

The DiJulius Group

MARCH 27, 2023

Yet—despite it costing 5-10x more to gain new customers than to get more business from current ones, and that current customers spend a whopping 67% more, on average—companies often focus more on customer acquisition than.

CX 105

CX Customer Acquisition Customer Retention Customer Experience 105

Totango

MAY 27, 2022

SaaS businesses adopt product-led marketing to lower customer acquisition costs while improving customer retention and accelerating revenue growth. Sales conversion: use of the freemium product motivates the customer to upgrade to a premium version. In this blog, we’ll cover the essentials of product-led growth.

Customer Acquisition 126

Customer Acquisition Customer Retention Sales Technology 126

Fonolo

MAY 16, 2019

Customer service is often not seen as the effective marketing tool that it is. It’s no surprise: on the surface, the two departments and their goals seem distinct from one another: Marketing is all about customer acquisition (or, attracting new customers), while customer service is all about customer retention.

Customer Service 124

Customer Service Customer Acquisition Education Customer Retention 124

Zonka Feedback

OCTOBER 11, 2021

Customer Experience is a determining factor to the sustained growth of any business. A remarkable customer experience encourages brand advocacy, promotes customer loyalty, retains customers, improves customer acquisition rate, and reduces churn.

Customer Experience 98

Customer Experience Customer Acquisition Customer Loyalty 98