9 articles with this tag
Customer feedback loops help you understand and improve customer experience by gathering, analyzing, and acting on feedback. Learn how to build an effective feedback system that keeps customers coming back.
Jason Lemkin of Storm Ventures says customer success is where 90% of revenue comes from - the post-sale relationship, not the initial sale. Customer success is proactive (preventing problems) versus customer service which is reactive (fixing problems). Lincoln Murphy identifies eight elements for systematic management, while five organizational models suit different company stages from startup to enterprise.
Gartner reports 80% of future revenue comes from 20% of existing customers - yet most B2B companies allocate only 20% of marketing to retention. Customer onboarding encompasses the entire journey from prospect to loyal customer. Nielsen shows 92% of consumers base purchases on peer reviews, and McKinsey finds 50% of purchases are influenced by recommendations. Properly onboarded customers become vocal advocates.
Friend recommendations outweigh a thousand ignored marketing messages, making customer loyalty the holy grail of CXM. Effective systems require automatic content updates (manual updates allow errors), easy collaboration (centralized information beats email chains), and continuous monitoring providing real-time insights into how each client experiences your business across four lifecycle phases: awareness, evaluation, purchasing, and post-purchase.
Customer retention focuses on keeping existing customers engaged and using your services. Retaining customers costs five times less than acquiring new ones, and a 5% increase in retention can boost profits by 125%. Learn proven strategies to build lasting customer relationships.
Importance of user experience for business process management. Process management a means to an end. End-user experience is a driving force behind process management systems. Reconcile good user experience with business needs for successful process management system.