Totango

JULY 11, 2019

In their wake, they leave an absence that your marketing and sales teams must spend time and money to fill. Time and money that could have been saved—if you’d focused on customer retention. New customer acquisition costs a lot. Don’t pay it over and over to drum up one-time customers. .

Customer Retention 63

Customer Retention Social Media Customer Acquisition Start-ups 63

VOZIQ

FEBRUARY 6, 2022

Customer acquisition vs. customer retention — the comparison has existed for quite some time, especially with global enterprises realizing the impact of customer churn on the bottom line and long-term growth. But most companies, regardless of size and scale, focus more on new acquisitions.

Customer Retention 40

Customer Retention ML Net Promoter Score Customer Acquisition 40

Totango

JULY 11, 2019

In their wake, they leave an absence that your marketing and sales teams must spend time and money to fill. Time and money that could have been saved—if you’d focused on customer retention. New customer acquisition costs a lot. Don’t pay it over and over to drum up one-time customers. .

Customer Retention 60

Customer Retention Social Media Customer Acquisition Start-ups 60

1 to 1

MARCH 8, 2021

To better understand this, we need to consider the fundamentals of customer acquisition vs. customer retention. What is customer acquisition? In short, it’s your ability to acquire new customers. What is customer retention? The art of perfect experiences.

Customer Acquisition 26

Customer Acquisition Customer Retention Predictive Analytics Omnichannel 26

CX Journey

DECEMBER 16, 2014

Want to know the secret to customer retention? I do sometimes find inspiration to write about both customer and employee experiences in the strangest ways, but that story got me thinking about this blog post that I needed to write about customer retention and how to keep customers coming back.

Customer Retention 83

Customer Retention Customer Acquisition Sales Omnichannel 83

Customer Bliss

JUNE 23, 2016

I talk often about customer experience , but recently I’ve heard from some followers that they’d like a bit more on customer retention. The first thing to understand about customer retention is that obviously it comes straight from customer experience. Five steps for regaining customer trust.

Customer Retention 69

Customer Retention Customer Acquisition Sales Customer Experience 69

VOZIQ

AUGUST 13, 2023

Gresham’s innovative strategies will guide you in creating personalized experiences that resonate with your customers’ deepest desires, fostering unbreakable bonds of loyalty. This book delves into the importance of customer satisfaction and loyalty in building a successful business. These were our picks for the quarter.

Customer Acquisition 52

Customer Acquisition Customer Retention Finance Actionable Insights 52

Intercom, Inc.

SEPTEMBER 10, 2020

It’s an approach that’s served him well along the road to building the HubSpot sales team, where he was CRO for nine years. That experience led to his bestselling book, The Sales Acceleration Formula. I just don’t think sales have anything to do with product-market fit. A data-driven framework for scaling.

Customer Retention 226

Customer Retention Sales Customer Acquisition Start-ups 226

CX Journey

MAY 9, 2018

Image courtesy of Quadient Where does your company put a greater focus, on acquiring new customers or on retaining existing customers? The old debate stands: should companies focus on customer acquisition over retention ? Make a customer, not a sale. Katherine Barchetti.

Customer Acquisition 60

Customer Acquisition Sales Customer Retention Customer Loyalty 60

Fonolo

MAY 16, 2019

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. So, how exactly does custom service feed into marketing?

Customer Service 124

Customer Service Customer Acquisition Customer Retention Education 124

ClearAction

APRIL 13, 2023

Brand Integrity and Your Ideal Customer Lynn Hunsaker Ideal Customer Profiles can be your key to sales velocity, retention, recurring revenue, and CAGR (compound average growth rate). The gap between what’s promised and what’s received, as seen by customers, is your brand integrity gap.

Customer Acquisition 62

Customer Acquisition Customer Retention CX Customer Loyalty 62

Comm100

OCTOBER 8, 2016

Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. With stakes this high, it’s essential that you build a solid customer retention plan that can lead to long-term customer loyalty.

Customer Retention 60

Customer Retention Customer Loyalty Social Media Education 60

SixteenVentures

AUGUST 14, 2022

You want NRR to be over 100%, because that means – in theory – you could turn off new customer acquisition and the company wouldn’t just continue to generate revenue, but would actually grow. To improve NRR, you generally need to do these things: Improve Customer Retention. Talk about efficient growth!

Customer Acquisition 97

Customer Acquisition Customer Retention Start-ups Sales 97

Taylor Reach Group

MARCH 10, 2020

You can also obtain a CCXP (Certified Customer Experience Professional) certification, which recognizes professional credentials and expertise in this area. Companies are looking at customer insight, customer journey mapping, CSAT, customer acquisition, data analytics, culture and brand.

Customer Experience 123

Customer Experience Customer Journey Map Customer Retention NPS 123

VOZIQ

MAY 8, 2023

The blog talks about common missteps, such as relying on old strategies and not focusing much on investing in identifying new customer segments. This article is a must-read for businesses trying to fortify their retention strategies and experiment with new CX programs.

E-commerce 40

E-commerce Customer Acquisition ML Machine Learning 40

VOZIQ

MAY 8, 2023

The blog talks about common missteps, such as relying on old strategies and not focusing much on investing in identifying new customer segments. This article is a must-read for businesses trying to fortify their retention strategies and experiment with new CX programs.

E-commerce 40

E-commerce Customer Acquisition ML Machine Learning 40

Beyond Philosophy

FEBRUARY 10, 2020

Nearly 20 years ago, when I started Beyond Philosophy and before Customer Experience was a well-known concept, my motivations were to create a competitive differentiator that would get more business for my clients. New Sales Growth: This area includes increases in sales, market share, or new customer acquisition.

Hospitality 172

Hospitality Hospitality Business Growth Customer Acquisition 172

VOZIQ

JANUARY 31, 2022

Every month, we put together the best resources from around the web to help recurring revenue businesses navigate customer retention and experience challenges, and stay on top of the latest trends. The Marketer’s Dilemma: Acquisition vs. Retention. 5 Customer Retention Books You Must Read in 2022.

Customer Retention 40

Customer Retention Customer Acquisition AI Technology 40

Return Customer

MAY 24, 2022

And that 1 in 4 customers would pay 10% more just for better customer service as per ShepHyken’s 2021 Achieving Customer Amazement Report. Inefficient or absence of customer service tools like help desk ticketing software can guarantee more customer acquisition – for your competitors! Conclusion.

Customer Acquisition 67

Customer Acquisition Omnichannel Customer Retention Sales 67

Zendesk

OCTOBER 13, 2022

Let your CX organization drive customer retention and loyalty. For retailers with small teams and less headcount, ecommerce and point-of-sale platforms like Shopify must be seamlessly integrated into the entire experience. more likely than Starters to have their CX engagements uncover new sales opportunities.

Retail 52

Retail Customer Retention CX Gaming 52

ClearAction

DECEMBER 5, 2023

Right the First Time leads to Freed-up Resources, which reduces Customer Acquisition Costs, Customer Service Value costs, and Customer Retention costs (Customer Health Score), which lead to Margin Expansion. Our customer relationships were strengthened, with greater immunity from competitors’ offers.

CX 62

CX Non-Profits Data Mining Start-ups 62

Intercom, Inc.

AUGUST 27, 2020

Customer acquisition costs are rising , churn is every company’s poison pill, and the competition is relentless. The goldilocks approach can be used to deliver increasing value to your customers, improving your relationships with them and boosting your revenue too. Fighting churn with data.

Customer Relationship 211

Customer Relationship Sports Construction Manufacturing 211

Intercom, Inc.

JULY 1, 2019

It turns a previously complex sales process into a simple sales processes with self-serve sign-up. Most importantly, subscription businesses enable you to think about marketing as a function of delivering customer success, and not just about the transactional “get that customer over the line.” LTV > CAC.

Customer Retention 223

Customer Retention Start-ups Manufacturing Customer Acquisition 223

Totango

AUGUST 21, 2020

Investing in customer success means investing not just in your customer’s success, but in that of your enterprise. Investing in customer success can: Increase customer retention rates and keep customers engaged. Increase customer-centered growth through expansions.

NPS 78

NPS Sports Customer Retention Sales 78

ClearAction

OCTOBER 16, 2019

It’s been proven that it costs 5X to 25X more to acquire customers compared to the cost of retaining customers. And increasing retention rates by 5% can increase profits by 25%-95%.”. Do we believe “the purpose of Marketing is to maximize revenue leads for Sales” as 70% of CEOs now expect? Maximizing revenue (i.e.

Customer Experience 59

Customer Experience Net Promoter Score Predictive Analytics Customer Acquisition 59

Customers That Stick

SEPTEMBER 18, 2014

She has more than 15 years experience in the bankcard industry in direct sales, sales management and marketing. Keep your promotions to these loyalty program customers competitive, exclusive and easily redeemed on a mobile device and at the point of sale.

Social Media 133

Social Media Customer Loyalty Retail Customer Acquisition 133

Experience Investigators

FEBRUARY 1, 2022

Higher customer retention and lower customer churn means customer acquisition costs go down while average customer spend goes up. Customers who refer other customers reduce marketing and sales costs while also providing a pipeline of qualified customers. It’s literally a win/win.

Customer Experience 136

Customer Experience CXM Net Promoter Score Customer Experience Management 136

Beyond Philosophy

SEPTEMBER 6, 2016

It’s extremely important for targeting the best customers that their array of value requirements are well understood and that the resources devoted to getting these customers be well-applied. Companies can achieve a higher, more attractive cost/benefit ratio for customer acquisition and advocacy efforts.

Non-Profits 74

Non-Profits Customer Acquisition Social Media Sales 74

SugarCRM

MARCH 24, 2022

As we’ve digitized more interactions, companies have been on a quest to understand their customers better to develop better experiences to increase customer retention through better service and encourage increased sales. This article was initially published in CX Focus Magazine.

CX 52

CX Customer Retention Customer Acquisition Engineering 52

Totango

NOVEMBER 18, 2020

It is critical that at each phase in the customer success lifecycle, you are engaging your customer with the goal of retaining them. Onboarding is a vital part of this customer retention focus, however, an onboarding process that is too lengthy or complicated can sour customer relationships early on.

Close the Loop 77

Close the Loop NPS Customer Feedback Customer Retention 77

PeopleMetrics

DECEMBER 12, 2017

Customer Relationship Management (CRM) pertains to the processes, practices, and software enabling companies to manage and analyze prospect and customer interactions and transactional data throughout a customer’s lifecycle.

CEM 84

CEM CRM Customer Relationship Management VOC 84

Qualtrics

APRIL 22, 2019

That’s why many sales teams bristle at the idea of ‘data-driven decision-making’. It’s almost anathema to the ways sales team have operated for centuries. D&B’s VP of Customer Insights, Rachel Richter, spoke at the X4 Summit in Salt Lake City, and explained how the company was making data more usable for its sales teams.

Sales 34

Sales Customer Experience Predictive Analytics Customer Acquisition 34

SugarCRM

MAY 11, 2023

Ensuring Customer Retention and Expansion by Delivering Seamless CX Across Marketing, Sales, and Service Manufacturers are often mature businesses that generate the bulk of their revenue from repeat purchases from existing customers. It is not only sellers and marketers that maintain relationships with customers.

Manufacturing 26

Manufacturing CRM Construction Invoicing 26

Totango

SEPTEMBER 24, 2019

It’s important to keep that perspective in mind as you help customers progress through different teams—from sales to customer success and back again—and through different phases, such as onboarding, adoption, and renewal. There’s no need to indulge a divisive customer retention vs. new customer acquisition dynamic.

Customer Acquisition 59

Customer Acquisition Customer Retention Sales Customer Loyalty 59

SugarCRM

FEBRUARY 9, 2023

Churn rate can be used to indicate your company’s long-term outlooks by identifying changes that adversely affect customer retention. Churn rate also helps determine which customers are most successful with your product and forecast your company’s achievements. Customer churn rate directly impacts your revenue churn rate.

Net Promoter Score 26

Net Promoter Score Customer Acquisition Outlook Social Media 26

Zendesk

APRIL 5, 2022

It’s now more important than ever for support teams to track customer retention metrics. You want to ensure you’re putting your best customer service foot forward so buyers continue doing business with you. We surveyed top SaaS support teams to identify the most important customer retention metrics to measure.

Customer Retention 98

Customer Retention Net Promoter Score NPS Retail 98

Helpt

AUGUST 25, 2023

Customer Retention: Poor customer experiences due to tech issues can lead to lost sales and declining customer loyalty, creating a long-term revenue drain. Therefore, while on-shore technical support may seem like a bigger investment up front, the potential for customer retention makes it a wise business move.

Gambling 52

Gambling Customer Satisfaction Start-ups Customer Retention 52