Totango

NOVEMBER 12, 2020

A decline in new business opportunities brought about by belt-tightening in the market is encouraging the use of Customer Success best practices to retain and grow opportunities with existing customers. In uncertain times, however, it is difficult to predict customer behavior or anticipate future needs.

Technology 101

Technology Customer centricity Enterprise Surveys 101

Totango

MARCH 2, 2021

In this blog, we’ll look at how the customer journey has been reconceived around the image of a flywheel that integrates both the pre-sales and post-sales steps in the process. Mapping the Stages of Today’s Customer Journey. The SaaS business model has transformed contemporary understanding of customer journey stages.

Upselling 63

Upselling SaaS Brand ambassadors Sales 63

SmartKarrot

OCTOBER 28, 2022

What is Strategic Account Management? Building value-driven strategic connections with your important clients can aid in long-term development and retention, maximizing the income potential. This approach is called strategic account management for enterprises (also known as key account management). contact-form-7].

Accountability 10

Accountability Management Upselling B2B 10

Totango

NOVEMBER 12, 2020

A decline in new business opportunities brought about by belt-tightening in the market is encouraging the use of Customer Success best practices to retain and grow opportunities with existing customers. In uncertain times, however, it is difficult to predict customer behavior or anticipate future needs.

Technology 86

Technology Customer centricity Enterprise Surveys 86

CustomerSuccessBox

JULY 19, 2022

There is no clearly defined method for planning, developing, and managing a customer success segmentation strategy. There is no structured repository to consolidate, manage, and access best practices. Busy customer success teams can’t figure out how to build a framework and strategy. As a CSM, you must-.

Upselling 52

Upselling SaaS Best practices B2B 52

Education Services Group

JULY 5, 2023

We’ve steered our customers into a sturdy steady state during Service, and we’re continuing to proactively check in, demonstrate value, and manage the conversations that need to happen to facilitate renewal. Pass these leads to Marketing for case studies, testimonials, referrals, and other fun stuff that makes their lives easier.

Journey mapping 52

Journey mapping Engineering Sales Enterprise 52

SmartKarrot

OCTOBER 10, 2023

One of the most common concerns of account managers or customer success managers is the issue of customer churn. Customers are inundated with options, making it easier than ever for them to switch to a competitor. Moreover, this retention is not just about numbers; it deeply affects the bottom line.

Customer retention 10

Customer retention Accountability Feedback Best practices 10

CustomerSuccessBox

NOVEMBER 24, 2021

This will improve customer satisfaction, thereby, boost customer retention. Relevant content can include various resources like blog posts, videos, case studies, podcasts, webinars, etc. Build Community for your customers. Anticipate customer needs. Be proactive. The software does exactly that!

Upselling 52

Upselling Feedback Customer advocacy B2B 52

SmartKarrot

SEPTEMBER 5, 2022

Establish key success metrics for each customer and communicate progress against those metrics with both customers and internal partners. Help develop customer engagement forums to build a collaborative community of Arc customers. Collaborate with sales and marketing to drive case studies and customer references.

Metrics 19

Metrics Best practices Customer retention Accountability 19

ProProfs Blog

MAY 1, 2020

Did you know that 56% of people around the globe believe that companies need to take action on feedback provided by their customers? Well, customer feedback is exactly what’s going to help your business improve its customer service process efficiently. For more customer service skills, read this blog post. . Self-service.

Customer Service 128

Customer Service Customer Support Education Feedback 128

Balto

NOVEMBER 8, 2022

This isn’t to be confused with the average time in queue, which doesn’t take into account the time it takes for the call to go through the call center’s self-service IVR (Interactive Voice Response) system. The metric can be useful in determining how accessible the service is to customers by measuring the average speed of the answer.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Education Services Group

MAY 11, 2018

Folks who know that to improve their bottom lines they need higher touch engagement with their customers — but don’t have the resources to make that a reality. One case study showed that even just a minor increase in human-touch engagement resulted in increased customer software subscription renewals. Renewal loss.

Journey mapping 40

Journey mapping Best practices Upselling outsourcing 40

Education Services Group

JUNE 12, 2018

Customers expect proactive engagement from the point of sale forward. As Robert shared, “…The proven low hanging fruit of Customer Marketing tactics: Newsletters, Case Studies, Blog Posts, Videos (educational – how to use), Meet-ups. This means certain plays need to be run, regardless of who’s running them.

Marketing 53

Marketing Education SaaS Sales 53

Education Services Group

MARCH 31, 2022

And then your Profile, this is where you’re profiling the account. Does that mean all of your customers have to go through that path? But it’s a false pretense because no matter how many customers you have, it’s a limited pool. Q: How do you combine customer health with customer advocacy?

Customer advocacy 52

Customer advocacy CRM Accountability Marketing 52

SmartKarrot

APRIL 28, 2021

Partner with Marketing, Customer Care, Sales, and Product Management to create a great customer experience in all stages of the lifecycle and drive positive NPS, retention, and account growth. Read and analyze customers’ results and share best practices with the team for them to educate customers to improve their results.

Real estate 10

Real estate Upselling Customer retention Accountability 10

Global Response

JANUARY 9, 2023

Business leaders agree: 64% of business leaders surveyed in 2022 said that customer service has a positive impact on their company’s growth, and 60% said that it improves customer retention. Excellent customer service drives customer loyalty and retention, which in turn increases revenue.

outsourcing 62

outsourcing Customer Service Business Process Outsourcing Contact Center 62

SmartKarrot

MARCH 26, 2021

Role: Senior Manager / Director, Customer Success Location: Remote, Boston, MA, US Organization: MackeyRMS As a Senior Manager/Director of Customer Success, you will manage a team of CSMs as well as own accounts, including renewals and upsells. Prepare and educate customers on new features and releases.

Journey mapping 10

Journey mapping Customer advocacy Best practices Upselling 10

SmartKarrot

JUNE 16, 2021

Increase overall customer lifetime value through higher product adoption, usage, customer satisfaction and overall health scores. Identify and build advocacy relationships with strategic customers acting as a marketing channel through case studies, speaking opportunities, references, etc. Apply here: [link].

Upselling 10

Upselling Accountability Customer centricity Coaching 10

SmartKarrot

JANUARY 13, 2021

Apply here: [link] Role: Vice President of Customer Success Location: San Diego, CA, US Organization: SOCi, Inc. As a Vice President of Customer Success, you will set and manage your team’s objectives and priorities to ensure they achieve customer adoption, customer retention and customer satisfaction metrics.

Consulting 10

Consulting Consulting Metrics Customer retention 10

Education Services Group

FEBRUARY 19, 2019

Your customer’s TTV varies, depending on your product or the service. Others, like accounting or inventory software, might not show their true value until the end of the quarter or until tax season rolls around. If your service has a long time to value, it’s important to show your customers what you’ll offer them in the meantime.

SaaS 40

SaaS Accountability Sales Metrics 40

ChurnZero

DECEMBER 20, 2019

Sales teams receive compensation at the beginning of a customer journey and tend to be less invested in the longer-term outcome. It is important to align the goal of long-term customer retention across the company as it is the crux of continuous company growth. The best and worst customers get enough attention.

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

Comm100

APRIL 25, 2018

When your customers only have to sit back and have everything done for them, they will definitely keep on coming back. A Case Study: Richmond Telephone Company. For instance, the study results showed that 94% of customers who experience low effort interactions with a company are more likely to buy again.

Self service 40

Self service Telecommunications CRM Customer effort 40