Intercom, Inc.

MAY 13, 2020

That’s Tom Ronen, Head of Customer Success for monday.com , on a topic that’s been on many of our minds lately: retention. We sat down with Tom and Kaitlin Pettersen, our Global Director of Customer Support, in a recent webinar that focused on how support teams can increase retention and reduce churn among their customers right now.

Education 129

Education Finance Customer Retention Sales 129

SurveySensum

APRIL 1, 2024

Through strategic efforts that range from forming authentic connections with clients to aligning products with consumer values, startups can position themselves as credible alternatives to the tried-and-tested giants of their industries. When it comes to consistency in product and service delivery, establishing clear standards is key.

Non-Profits 52

Non-Profits Social Media Customer Feedback Close the Loop 52

Ameyo Callversations

MARCH 31, 2022

It might have high-quality products, affordable pricing, a top-notch marketing team, and more. In other words, having a better product or being a more prominent brand is no more a crowd-puller in today’s business landscape. . When customers interact with your brand or buy a product, they expect you to value them.

Customer Experience 122

Customer Experience Artificial Intelligence Omnichannel Social Media 122

ECXO

MARCH 15, 2024

Customers expect the same level of service across all channels, whether it’s a physical store, an online platform, or a customer service hotline. Regularly monitoring these points can provide the data businesses need to continually improve their customer experience. The fifth sin, dear reader, is neglecting employee experience.

Customer Experience 96

Customer Experience Net Promoter Score VOC Innovation 96

SurveySensum

JULY 26, 2023

According to the research study conducted by Harvard Business School, The Economics of E-Loyalty , increasing customer retention rates by 5% increases profits by 25% to 95%. Recognizing this, many brands have shifted their focus toward customer retention strategies.

Customer Retention 52

Customer Retention Retail Social Media E-commerce 52

Totango

MAY 10, 2022

It’s especially important to engage executives and stakeholders to ensure retention. A customer engagement strategy is an action plan for promoting active client use of your SaaS product. An engagement strategy promotes client actions and activities such as: Completion of onboarding set-up. Trials of upsell products.

Customer Journey Map 76

Customer Journey Map Net Promoter Score B2B Social Media 76

Totango

AUGUST 23, 2022

Providing tutorial tips to answer customer questions and encourage greater product adoption. Others may apply for specific markets and products. Each time a prospect comes across your brand or product, it increases their awareness. If they’re already using your freemium product, this may consist of an upgrade to premium.

Touchpoint 115

Touchpoint B2B Customer Journey Map Social Media 115

Intercom, Inc.

AUGUST 27, 2020

Success in the subscription economy isn’t about having the best product; it’s about having the strongest customer relationships. Today the subscription management platform is helping industry powerhouses across the Fortune 500, including Ford, Caterpillar, and Thermo Fisher, shift their perspective from transactions to relationships.

Customer Relationship 211

Customer Relationship Sports Construction Manufacturing 211

Fonolo

MAY 30, 2023

It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too. WFM touches a wide range of activities, including forecasting, scheduling, performance tracking, and reporting. Improved customer satisfaction and increased agent productivity. The results?

Contact Center 106

Contact Center Customer Satisfaction CX CRM 106

Totango

OCTOBER 11, 2021

Knowing what is driving customer adoption provides the information you can use to boost retention. Totango Totango lets you plan automated and manual workflows called SuccessPlays throughout your entire customer journey lifecycle, to be triggered by data indicating your customer has reached a milestone or another key event.

Education 95

Education Technology Technology Customer Service 95

Intercom, Inc.

OCTOBER 5, 2018

Customer retention is the silent killer of SaaS businesses today. What is customer retention? Customer retention is the rate at which your business can keep its paying customers over a given period of time. Customer retention is the rate at which your business can keep its paying customers over a given period of time.

Customer Retention 199

Customer Retention Education Start-ups Customer Loyalty 199

Totango

MARCH 15, 2022

Efforts to scale customer success team activity often fall short because of failure to avoid common mistakes. Craft a detailed profile of your ideal candidate, including both desired technical skills as well as soft skills and personal qualities needed to fill the role, such as active listening skills.

Start-ups 95

Start-ups Technology Technology CRM 95

SurveySensum

MARCH 21, 2024

– By gathering, segmenting, and analyzing data from customer feedback. This can help you to know your customers deeply and plan and design product strategies accordingly. It is a surefire route to cracking the product-market fit! So, gather quantitative and qualitative data about your existing customer base.

Social Media 52

Social Media Retail Text Analytics Construction 52

Intercom, Inc.

MARCH 28, 2022

Third, the lines between sales, marketing, product, and support are blurring. According to the International Data Corporation (IDC) , 65% of global GDP will be digitalized by 2022, and investment in digital transformation (DX) continues to grow. The answer is yes – it’s both. This trend shows no signs of slowing down. Read more ?.

Business Growth 228

Business Growth Touchpoint Sales Technology 228

SurveySensum

NOVEMBER 15, 2023

Let’s say you have a SaaS product that businesses use for project management. So, you launched a product feedback survey to identify pain points and improve your product. Here, you identified the pain point and improved your product to better align with your customer’s expectations. Ouch, right?

Transportation 52

Transportation Customer Satisfaction Customer Survey Customer Feedback 52

ClientSuccess

DECEMBER 21, 2021

Instead, customer success leaders lean on hard numbers, insights, and data to help steer their team’s decision-making. There are widespread metrics like NPS and sentiment and high-level numbers like churn rate and retention rate.

Net Promoter Score 100

Net Promoter Score NPS Invoicing B2B 100

SurveySensum

AUGUST 1, 2023

By actively seeking and analyzing customer feedback, you can gain invaluable insights into what makes your customers tick. Here are some positive impacts that customer loyalty can have on your retail success: Increased Customer Retention: Customer loyalty plays a pivotal role in driving customer retention and repeat purchases for brands.

Customer Loyalty 52

Customer Loyalty Retail Social Media Touchpoint 52

Totango

JUNE 28, 2022

The primary mission of a Chief Marketing Officer (CMO) is to foster growth, attract new leads, and increase sales by effectively communicating the value the company’s products and services can provide. And in order to maximize your ROI, you should be focusing on retention and customer satisfaction strategies.

Customer Satisfaction 73

Customer Satisfaction NPS Start-ups Customer Retention 73

Totango

OCTOBER 11, 2021

Knowing what is driving customer adoption provides the information you can use to boost retention. Totango Totango lets you plan automated and manual workflows called SuccessPlays throughout your entire customer journey lifecycle, to be triggered by data indicating your customer has reached a milestone or another key event.

Education 77

Education Technology Technology Customer Service 77

Intercom, Inc.

JANUARY 27, 2021

Built to help brands connect with their customers in more meaningful ways, Typeform is an interactive survey platform with a vision to create a world of more personal business relationships. Through speaking with our customers, we realized that Typeform is more than a survey tool – it’s a conversational experience platform.

Close the Loop 165

Close the Loop Machine Learning Start-ups Customer Relationship 165

Totango

JUNE 30, 2021

Knowing how to boost product adoption after onboarding is critical for customer retention. Onboarding is a crucial time to provide the training and resources that customers need to make the most out of your product. What Is Product Adoption? Frequent usage of specific product features.

Customer Retention 94

Customer Retention 94

Totango

DECEMBER 21, 2021

Planning strategic emails at key milestones in your customer journey can help you deliver a smoother customer experience, yielding higher satisfaction and better retention rates. These include: Your customer’s initial experience of your product during the onboarding stage. This lays the foundation for product adoption and renewal.

Net Promoter Score 105

Net Promoter Score NPS Start-ups Customer Relationship 105

Totango

JULY 5, 2022

Monitoring this important information allows you to make informed, data-driven decisions, and to evaluate how customer behaviors and interactions align with your business priorities and make adjustments as needed. . Implement the Right Platform to See Results Right Now. Identify At-Risk Customers .

Net Promoter Score 97

Net Promoter Score Start-ups NPS Customer Relationship 97

Totango

MARCH 5, 2021

Customer retention is the lifeblood of any savvy enterprise. To retain customers, companies must make the customer experience better and ensure customers never stop seeing value from their product or service. Your customer retention rate (CRR) indicates the percentage of customers you’ve retained within a certain length of time.

Customer Retention 85

Customer Retention Net Promoter Score Start-ups NPS 85

Totango

JUNE 28, 2021

A freemium strategy uses a free version of a SaaS product to promote a premium version. The free version of the product combines enough functionality to make the product appealing with enough limitations to make an upgrade to the premium version desirable. Limited ad-free use of the product. What Is a Freemium Strategy?

Technology 89

Technology Technology Sales Customer Experience 89

Win the Customer

SEPTEMBER 12, 2023

Implementing Advanced Analytics Utilizing data analytics can unlock valuable insights about customer behavior, preferences, and pain points. By harnessing the power of tools like CRM systems and advanced analytics platforms, businesses can make data-driven decisions to enhance the customer experience.

Innovation 59

Innovation Customer Experience Omnichannel Social Media 59

Execs In The Know

MARCH 13, 2023

Turo is a peer-to-peer car-sharing platform that allows car owners to rent out their vehicles to people in need of transportation. million active guests on platform (those who book the cars) and 300,000 hosts and growing. times better customer retention and employee engagement than non-customer-obsessed companies.

Transportation 88

Transportation Non-Profits Sports Hospitality 88

Totango

JUNE 15, 2022

Customer retention is the lifeblood of recurring revenue enterprises, no matter what the external economic circumstances may be. Being the partner that your customers need is key to encouraging them to maximize their investment in your products and recession-proofing your business.

Customer Acquisition 101

Customer Acquisition Customer Relationship Customer Retention Start-ups 101

Totango

MAY 11, 2021

Stakeholder engagement and management is critical for customer retention. These steps chart a path to communicating the value of your product and brand to your stakeholders, promoting higher engagement and retention. Strategic use of reports promotes engagement by showcasing the benefits of actively using your product.

Net Promoter Score 84

Net Promoter Score Customer Journey Map Legal Social Media 84

SugarCRM

DECEMBER 20, 2022

Something all B2B marketing and sales teams have in common is an abundance of CRM data and challenges around how to make the most of it. Also, the pain of CRM data hygiene, but that’s a topic for another time. There are so many ways to leverage your CRM data—especially in Account Based Marketing (ABM). Pipeline Aircover.

CRM 48

CRM Sales Actionable Insights B2B 48

Totango

FEBRUARY 18, 2021

In this series, we will discuss a different integration that Totango offers to help harness the powers of all of your technology platforms into one dynamic customer success platform to improve your team’s efficiency and take your customer success to the next level. Integrate with Totango – #1 Customer Success Platform.

CRM 69

CRM Sales Customer Relationship Management Touchpoint 69

Totango

JUNE 17, 2021

For example, you might divide your customer base up into customers who have purchased a particular product and those who have not, allowing you to limit an email marketing promotion to customers who have not purchased the product. Active Users. Sales funnel stages. Customer Success Email Campaigns. Account Status.

B2B 71

B2B Customer Journey Map Sales Technology 71

Intercom, Inc.

DECEMBER 16, 2019

Improved customer retention and expansion. In a study from consulting firm TOPO , marketers reported that ABM improves upsell and cross-sell (81%), lifetime value (80%), and retention rate (75%), as compared to traditional tactics. We use Intercom as our messaging platform (no surprise there ??) Data enrichment.

B2B 189

B2B Sales CRM Touchpoint 189

SurveySensum

FEBRUARY 6, 2024

We’ll also discuss how you can harness the power of a robust customer feedback platform to create and analyze effective cancellation surveys. With cancellation surveys, you can identify specific pain points in your product, pricing, or customer service that drive churn. So, let’s get started, shall we? Well, here it is.

Customer Feedback 52

Customer Feedback Net Promoter Score Start-ups Text Analytics 52

SurveySensum

DECEMBER 22, 2022

That’s why focusing on customer retention is important and a lucrative VOC program helps you achieve it. . Let’s deep dive into this and understand how you can use the VOC program to improve customer retention. How can you improve customer retention with VOC program? . Actively listen to your customers.

VOC 52

VOC Customer Retention Social Media Close the Loop 52

Totango

DECEMBER 3, 2020

As compared to 2019, companies are increasingly growing their Customer Success teams to maximize retention and drive growth from existing customers. . CS professionals now attest that their bonus structures are tied to company performance, renewals, net retention, upsells, and account health. . Document and Share Customer Data .

Net Promoter Score 64

Net Promoter Score Start-ups NPS Touchpoint 64

Totango

JANUARY 26, 2021

What Is Churn Rate and How Does It Relate to Customer Retention? Churn and retention are flip sides of the same coin so that you can reduce one by raising the other. Retention rate represents how many of the same group of customers you kept over the same time frame. number of churned customers / total number of customers.

Customer Retention 89

Customer Retention Customer Expectations Start-ups Sales 89