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Showing posts with the label customer success

How to Achieve Greater Customer Success with a DAP

  A recent report in G2 states that web traffic for their Customer Success product category grew by 42% last year. This surge of interest suggests that businesses are prioritizing customer retention over customer acquisition.  This news isn't surprising. Fears of a recession are gripping the business world. A Twilio Segment report from late last year backs up G2's findings. Their survey indicates 2 in 3 businesses are shifting focus from growth to retention in light of economic issues. So what can businesses do to improve their customer success? Statistics suggest that customer self-service is a significant element of customer success. For example: Almost 40% of customers say they can resolve issues more quickly through self-service. 88% of users expect a company to offer a customer self-service option Over 80% of customers want more self-service options, but only 15% are happy with existing tools It's clear what customers want. How businesses meet that need is the centr

Customer Retention: How to Keep Your Customers Happy

Customer loyalty is more crucial than ever in today's business climate. Businesses are under even more pressure to maintain customer satisfaction and loyalty as a result of the economic downturn of 2023.  Retaining customers is about ensuring they keep coming back for more of what you offer. Loyal customers are more likely to stick around, so it's crucial to work on increasing customer loyalty if you want to keep your business thriving. Image by benzoix on Freepik What is customer retention and why is it important in today's business landscape? Customer retention is a metric used to evaluate a company's success in maintaining customer relationships over time. Customer retention is useful not only for counting the number of devoted customers but also as a proxy for measuring or predicting factors like customer satisfaction, repurchase behavior, engagement, and emotional attachment to a brand. Retention metrics start with the first purchase a customer makes and extend to

Don't get mad, get Digital Adoption

The last few years of software development have been all about the customer experience. Developers understand that the quickest path to success is to create fluid, intuitive applications that provide instant value.  Digital adoption platforms provide features like automated user onboarding that can help enhance the customer experience. With customer acquisition costs rising all the time , developers need all the help they can get to retain precious users. New expectations Software used to be a specialist thing. In the past, it was a domain of enthusiasts that only cared about what it could do. However, the rise of smartphones and personal computers as everyday items has changed everything. These days, developers need to build products that people want to use. Customer experience has become paramount. With so much competition out there, even having a great piece of software will only get you so far. Customers want more than just functionality. They want to feel relaxed and happy when th

Do you really know the benefits of a great onboarding?

First impressions count in life — and in SaaS onboarding. When users initially sit down with your product, you want them to feel comfortable using it. If they don't, they might walk away and never turn back. This problem is made more complicated because users have a lot of choices these days. If your product isn't easy to use, they'll find one that is. Bad user onboarding can cause customer churn, hurt revenues, and increase customer acquisition costs (CAC).  Some software is so simple that a toddler could intuitively figure out how to use it. However, a lot of SaaS tools have complex features and functions. So how can you ensure that users are comfortable with your product straight away? The answer is simple: use a no-code user onboarding tool like Usetiful. Good user onboarding drives retention Users download products because they have a need or problem. If your product adequately solves their issue, they'll probably keep using it. User retention is an essential metri