CustomerSuccessBox

DECEMBER 4, 2018

That means the customer needs to renew their contract more than once. Without a high customer retention rate, a SaaS company will shut down, no matter how great the other metrics are. You may believe that if the customer does not have any problem, the customer will renew the contract. Are you ready?

Best practices 40

Best practices Customer retention SaaS Metrics 40

Totango

FEBRUARY 4, 2020

Customer-centric growth puts customers at the heart of your business strategy. While sales are always an important facet of any growth strategy, customer-centric growth means also emphasizing customer retention. This shift is rooted in the concept that when your customers succeed, so does your enterprise.

Customer centricity 71

Customer centricity Best practices Upselling Enterprise 71

Totango

FEBRUARY 4, 2020

Customer-centric growth puts customers at the heart of your business strategy. While sales are always an important facet of any growth strategy, customer-centric growth means also emphasizing customer retention. This shift is rooted in the concept that when your customers succeed, so does your enterprise.

Customer centricity 62

Customer centricity Best practices Upselling Enterprise 62

Totango

APRIL 30, 2021

Comparing the cost of customer retention versus customer acquisition underscores why retaining clients is so important. Here’s how to calculate both kinds of costs and why retention should form part of a profitable business strategy. Calculating the Cost of Customer Acquisition. Professional services and training.

Customer retention 63

Customer retention Advertising Engineering Upselling 63

ChurnZero

AUGUST 11, 2020

Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? Customer retention, along with new customer acquisition, has been challenging for most companies when the pandemic hit. This is shocking. The second quarter of 2020 was chaotic.

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers. Customer health scoring .

Customer retention 85

Customer retention Journey mapping Benchmark SaaS 85

Education Services Group

OCTOBER 31, 2023

They’re two of the secrets behind a seamless customer experience, which is a hallmark of companies with very high customer retention rates. Technical Guidance : Although I know our products, sometimes I need that extra tech expertise to serve my customers better. Quick access to these resources is a game-changer.

Best practices 52

Best practices Finance Upselling Customer retention 52

Totango

MARCH 19, 2021

Today’s SaaS customer journey re-envisions the customer’s experience as a circular flywheel, emphasizing the continuity between pre-sales and post-sales experience and between the way successful customer retention sets the stage for brand advocacy and the recruitment of new prospects.

Best practices 124

Best practices Customer retention Upselling SaaS 124

Totango

SEPTEMBER 20, 2022

First, we’ll define what customer enablement is. Then we’ll look at the benefits of customer enablement and how it mutually supports sales enablement strategies. Finally, we’ll share five top strategies and best practices you can use to get the most out of your customer enablement efforts.

B2B 83

B2B SaaS Education Brand ambassadors 83

ClientSuccess

FEBRUARY 22, 2023

This can involve training and education on effectively using the product or service, suggesting best practices, and providing guidance on optimizing the customer’s experience. Learn more about the role of customer success in your organization in this webinar.

First call resolution 70

First call resolution Best practices Upselling Education 70

Totango

FEBRUARY 9, 2024

Going back to our football example, net retention, or net revenue retention (NRR), takes on the role of the offense, orchestrating clever plays to score points by retaining existing customers while making strategic moves to gain additional yards (revenue). Calculate it!

Upselling 109

Upselling Metrics Enterprise Best practices 109

Global Response

MARCH 13, 2024

Omnichannel support: CX outsourcing companies provide integrated support across digital and traditional channels, ensuring a consistent and cohesive customer experience. Customer retention and loyalty programs : Outsourcing providers design and manage customer retention strategies to increase customer loyalty and reduce churn.

outsourcing 62

outsourcing Best practices Feedback Customer retention 62

Totango

SEPTEMBER 13, 2022

We’ll show you how to create a customer success playbook customized for your business. What Is a Customer Success Playbook? Set well-defined goals leading to desired outcomes for each stage of your customer journey. Track metrics measuring customer success. Optimize customer onboarding. Onboarding.

SaaS 87

SaaS Upselling Best practices Customer retention 87

CustomerSuccessBox

JUNE 18, 2021

As a customer Success manager when do you engage with the sales manager for the best result. Webinar: Best Practices for a Customer Success team. In the Webinar, you’ll learn how the Customer Success team works together and the much needed Intra-departmental efficiencies and inter-departmental communication.

SaaS 52

SaaS B2B Customer retention Upselling 52

ClientSuccess

JANUARY 11, 2023

Regularly monitor customer performance and identify opportunities for improvement. Measure customer success metrics for meaningful insights. Focus on customer retention and long-term ROI. 8 Ways to Apply the Golden Rule in Customer Success. Ready to start honoring the Golden Rule with customers?

Benchmark 80

Benchmark Upselling Education Best practices 80

CSM Practice

DECEMBER 7, 2020

Using recommended processes and policies, CSM Practice’s customers significantly reduce the problem of churn, improve expansion selling, and accelerate new sales deals. SaaS companies, in particular, need to develop and implement effective customer success strategies to drive renewals and upsells.

Chief Customer Officer 81

Chief Customer Officer Upselling SaaS Consulting 81

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. We’ll cover these below, along with five best practices to follow when bringing a new customer success manager aboard your team. What Is a Customer Success Manager (CSM)?

Management 91

Management Upselling Coaching Best practices 91

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Chase Clemons, Head of Customer Support at 37 Signals. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

TeleDirect

DECEMBER 14, 2023

In essence, they exist to increase sales, ensure customer retention and promote your brand. Sales savvy, they are skilled at instilling interest, upselling and closing the deal or scheduling an appointment, depending on your company’s preferences. What are the best practices for outbound calling?

Business Process Outsourcing 62

Business Process Outsourcing Telemarketing Call Center Best practices 62

ClientSuccess

FEBRUARY 8, 2023

Research Vectors by Vecteezy Many customer success leaders in the SaaS space are faced with the same question: who should own customer renewals? It’s an important question to answer, as it can make all the difference in customer retention and long-term success.

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Magazine

AUGUST 31, 2023

It is important to show the customer that you understand their preferences and priorities. This will help build a relationship and could lead to opportunities for targeted or tailored upsells. Upsell or cross-sell : As mentioned, follow-up calls can be an opportunity to upsell or cross-sell additional products or services to customers.

Call Center 52

Call Center Customer Experience Upselling Scripts 52

Totango

APRIL 24, 2020

In customer retention, every engagement counts. Rather, customer retention for SaaS enterprises is a result of the customer experience. It is an outcome based on an emotional reaction and connection to the performance of a supplier and the value a customer experiences through using that enterprise’s product.

Best practices 83

Best practices Customer retention SaaS Enterprise 83

Totango

FEBRUARY 23, 2022

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. Here, we’ll show you how to create your path to customer success. First, we’ll define what a SaaS customer journey is, break it down into stages, and explain why mapping it out is important.

SaaS 111

SaaS Journey mapping Upselling Best practices 111

Totango

MAY 17, 2021

Product engagement tells you how actively customers are using your product or platform. Tracking this alerts you to churn risks as well as upsell opportunities, empowering you to take appropriate action. A highly engaged customer may be in the market for an upsell offer. How Do You Measure Product Engagement?

Management 62

Management Upselling Metrics Accountability 62

CustomerSuccessBox

JUNE 28, 2021

The Acquisition driven SaaS growth is dead and this era is all about retention-led growth. Whether you are a B2B SaaS or a B2C SaaS, the business’s growth and survival will be dependent on customer retention. But the majority of the businesses are fundamentally leading and thriving only and only through retention.

SaaS 52

SaaS B2C Customer retention Upselling 52

Totango

JUNE 4, 2021

We’ll show you how to multiply opportunities for engagement through strategies such as personalization, in-app messaging, customized promotions and loyalty programs. By combining technology with best practices, you can maximize interaction with your clients and build brand loyalty. Reward Customer Loyalty.

B2C 62

B2C Upselling Journey mapping B2B 62

inmoment

AUGUST 10, 2020

Luckily, there are several tried-and-true metrics that practitioners can track to justify ROI, and we’re going to hit them all right now: Customer Acquisition Growth. Customer Retention & Recovery. Upselling Established Customers. Metric #1: Customer Acquisition Growth. Profitability From Lowered Costs.

B2B 52

B2B Upselling Customer retention Metrics 52

CustomerSuccessBox

NOVEMBER 17, 2021

It is as follows: Your monthly recurring revenue of the month (a) Revenue through upsells and cross-sells (b) Revenue lost due to downgrades (c) Churned Revenue (d). Your upsell revenue for the month is $1000. You have to know when to reach out to customers for expansions and upsells. Provide the best customer service.

Upselling 52

Upselling SaaS Metrics Accountability 52

Totango

MARCH 26, 2021

Now that we have an idea of what the customer lifecycle is, let’s take a closer look at each of its stages and how best practices combined with technology can help optimize the customer experience in each stage. Use automation to implement best practices and assist struggling customers.

SaaS 66

SaaS Best practices Upselling Education 66

JustCall

APRIL 3, 2023

Client success is not just about solving the customer’s problems but also providing proactive support to help them get the most value from your product/service. According to data, “increasing customer retention rates by 5% increases profits by 25% to 95%.” What is customer success?

Upselling 52

Upselling Metrics Best practices Customer centricity 52

Totango

DECEMBER 28, 2020

Cisco sees customer experience as a key differentiator for the future of business because of its ability to impact customer retention and growth. Invest in the right customer success technology partner. Leverage the latest customer success best practices. Customer Success Is A Growth Strategy.

Best practices 79

Best practices Upselling Analytics Technology 79

Totango

DECEMBER 21, 2021

The actions you take to reach out to customers at these critical moments influence the quality of their experience and their decision whether or not to continue using your product. With this in mind, let’s look at six key points where automated messages can enhance your customer experience at defining moments in their journey.

Management 106

Management Best practices Upselling Accountability 106

Education Services Group

OCTOBER 28, 2020

The business review is an opportunity for Customer Success Managers to dive deeper into gaining a better visualization of the customers’ business planning for the future strategies that will help the customers to achieve their goals. QBR Best Practices. What are the end goals of the business?

Chief Customer Officer 45

Chief Customer Officer Best practices Customer retention Upselling 45

CSM Magazine

JULY 22, 2021

Henry Spitzer, VP of Sales at Lusha explains how community building is a powerful and cost-effective way to increase retention by creating a central destination for users to find support, advice and best practices. Communities furthermore, lower service costs and dramatically affect retention and upsell.

Advertising 98

Advertising SaaS B2C Engineering 98

CSM Practice

FEBRUARY 24, 2020

Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices. Remember, most customer success metrics fall into one of these four main categories: Customer Financial Metrics.

Metrics 52

Metrics Upselling SaaS Accountability 52

Totango

AUGUST 18, 2022

This increases customer satisfaction, reduces the risk of refund requests and increases the likelihood of customers renewing their subscriptions rather than churning. It also promotes higher product usage, increases the likelihood of upselling purchases and encourages customers to become enthusiastic brand advocates.

Journey mapping 93

Journey mapping SaaS Upselling Enterprise 93

Totango

DECEMBER 3, 2020

CS professionals now attest that their bonus structures are tied to company performance, renewals, net retention, upsells, and account health. . They are becoming standard because companies are increasingly recognizing how CS technologies can reduce churn and generate revenue by improving the customer experience.

Upselling 64

Upselling Accountability Enterprise Metrics 64