CustomerSuccessBox

JUNE 10, 2021

You must have heard that the total number of active users is the truest measure of your product’s impact But I think that the percentage of features used by a customer should be the key to measuring the product. Now before we talk about how do we measure it, let’s try to understand- why does product stickiness matters?

SaaS 52

SaaS B2B CRM Best practices 52

Totango

MAY 17, 2021

Product engagement tells you how actively customers are using your product or platform. Product engagement refers to how and how often customers use your products. It encompasses several key elements: Which features customers use. How many of your features your customers are using. Product stickiness.

Management 62

Management Upselling Metrics Accountability 62

Totango

NOVEMBER 27, 2023

“Customer success is driving value to customers. Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango.

Enterprise 103

Enterprise Best practices Marketing Sales 103

Beyond Philosophy

MARCH 17, 2022

People ask me a lot if there is a difference between experiences and creating customer loyalty when you are a business-to-business (B2B) organization as opposed to a business-to-customer (B2C) one. We have a client that is interested in creating more stickiness or more loyalty to his own B2B clients.

Banking 195

Banking B2C B2B Construction 195

Totango

APRIL 1, 2022

When it comes to creating winning customer experiences, consistency is key. Your customers should experience the same level of quality from your company at each stage of their journey and from each department in your organization. With Totango’s Customer Experience Canvas , your entire company can collaborate in one shared workspace.

Customer Experience 118

Customer Experience Feedback Enterprise Accountability 118

ChurnZero

APRIL 15, 2022

Like a magician flexing their psychic power, pinpointing the most ideal time to present your customer with an expansion opportunity can’t be left to intuition. But knowing when customers are primed for expansion isn’t always obvious. Customers pay for licenses upfront before they can use the product.

Accountability 98

Accountability SaaS Upselling Metrics 98

CustomerSuccessBox

JUNE 18, 2021

Customer success is important for SaaS businesses as they’re a constant voice of the customer for your business.CustomerSuccessBox builds the all-in-one solution for customer success that goes beyond just health scores and viewing portfolios. Customer Onboarding. Customer Onboarding- How to prevent drop offs.

SaaS 52

SaaS B2B Customer retention Upselling 52

Nicereply

DECEMBER 17, 2020

What if there was a way to drive more value by making a few changes to how you service your existing customers post-sale? You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. Our customers come to us because we provide them value through the solutions we sell. Google Podcasts.

Upselling 98

Upselling Sales Feedback Customer Experience 98

Totango

DECEMBER 7, 2023

Merging sales and customer success (CS) is a delicate art that is often challenging but necessary for driving business results and creating a frictionless customer journey. Teaming leaders from each of these functions to focus on a respective industry, these “pods” work together to build deep knowledge and vertical expertise.

Sales 89

Sales Enterprise Best practices Metrics 89

CustomerSuccessBox

JUNE 24, 2022

This blog focuses on the excellent customer success techniques that will help you improve your recurring revenue. This blog will walk you through some genuine reasons why you should not miss out on investing in Customer Success. Why you should invest in Customer Success? Customer Success is a core growth driver.

Upselling 52

Upselling SaaS Customer advocacy Metrics 52

Beyond Philosophy

DECEMBER 11, 2020

When I was in corporate life, my boss asked me to improve the Customer Experience and do it for the least cost. what is a Customer Experience?” This idea was revolutionary in that day, but today, the business world has more or less accepted that emotions are a significant part of interactions with customers. Sure, but….what

Customer emotions 435

Customer emotions Management Journey mapping Customer advocacy 435

Nicereply

APRIL 1, 2021

You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. There are few aspects of a support team that are as sticky and integrated into daily work as the ticket management tool. Just ask Stacy Justino , Director of Customer Happiness at Wistia. Google Podcasts.

Management 72

Management Service level Feedback Marketing 72

Beyond Philosophy

FEBRUARY 23, 2023

Flower asks, “How can I increase prices and not lose customers?” I’ve had many conversations with our clients and heard many TV interviews where people say we need to increase prices, but we can’t raise them that much because if we do, we’re going to lose customers. Better yet?

Education 195

Education Management 195

Beyond Philosophy

SEPTEMBER 10, 2020

As the usability interface worsened, I started to make excuses for them as a loyal customer. When we talk about Cognitive Dissonance objectively, it indicates a stickiness where we want to hold onto our beliefs. It creates a conflict for customers, which is terrible for your customer-facing employees on the front lines.

Consulting 457

Consulting Consulting Advertising Accountability 457

ClientSuccess

MARCH 20, 2019

Over the next month, I will be writing about the customer success metrics that top organizations use to measure the performance of their customer success strategies and team execution. The metrics I will cover are applicable to customer success departments and also to your entire company. Let’s get started. Financial Metrics.

Metrics 61

Metrics SaaS Customer advocacy Marketing 61

Totango

NOVEMBER 10, 2021

There is no one-size-fits-all formula for designing customer success compensation plans. It is great to reward your employees for driving growth, however, putting too much focus on revenue generation could drive your CS team to be focused more on sales than success, which can be off-putting to your customers. Expansions & Upsells.

Upselling 84

Upselling Enterprise Surveys Sales 84

Beyond Philosophy

AUGUST 13, 2020

When I go into an organization, and they say their goal is to delight customers at every moment of contact. Honestly, it sounds exhausting, for both the team and your customers. There is a significant connection between successful Customer Experiences and the amount of effort they require from customers.

Customer effort 457

Customer effort Government Consulting Consulting 457

Beyond Philosophy

MAY 7, 2020

Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. They give things to new customers only. Instead, they would say they wanted loyal customers.

Customer centricity 436

Customer centricity Technical Support Consulting Consulting 436

Beyond Philosophy

JUNE 11, 2020

Your customers likely wait in your experience, too, and that may or may not be creating negative feelings about your experience. Therefore, managing customers’ perceptions about wait times in your Customer Experience is essential—and a practical way to foster customer-driven growth. I was in a Starbucks recently.

Wait times 403

Wait times Management Consulting Consulting 403

Totango

JANUARY 6, 2022

If you’ve been following along in our series about burnout and mental health in customer success, then you already know how to spot signs of burnout on your CS team and ways to help fight burnout as a CS leader. Stress happens in customer success, but utilizing the right tools can help. Manage CS Stress with the Right Tools.

Management 86

Management Best practices Enterprise Personalization 86

Totango

NOVEMBER 10, 2021

There is no one-size-fits-all formula for designing customer success compensation plans. Because of this, customer success compensation structures have evolved over the past several years to be more heavily focused on bonuses and other incentives like stock or equity options. Let’s take a look at four important factors. .

Upselling 74

Upselling Enterprise Surveys Sales 74

Nicereply

MAY 24, 2023

Customer Success Platforms are here to make your (work)life easier. You have many customers, across many segments , using your tool for many use cases. The Customer Success function has gained momentum over the past decade and is now, more often than not, an integral part of the customer journey within a SaaS company.

Calibration 52

Calibration SaaS Benchmark Education 52

CustomerSuccessBox

OCTOBER 23, 2018

The growth of any SaaS business not only depends on new customers but also the renewal rate. High renewal rates provide a stable revenue source every month which helps you to focus on upsells, advocacy, and acquiring new customers. It will be a waste of resources if new customers keep coming in but there is high churn.

SaaS 72

SaaS Upselling Accountability Customer Experience 72

Education Services Group

MAY 6, 2021

. #1 Don’t conflate Customer Success with Customer Service. Practitioners of Customer Success will understand the biggest difference here is reactive versus proactive. Customer Service (also known as Customer Support) is reactive in nature – this is who you contact when you have a problem or things go wrong.

Accountability 92

Accountability Construction SaaS Sales 92

Momentum Telecom

JUNE 30, 2021

Are your customers happy with communications technology? If you think it’s time to review the voice and communications options you’re offering your customers, contact Momentum. If you think it’s time to review the voice and communications options you’re offering your customers, contact Momentum. Here’s why. White-Glove Service.

Marketing 98

Marketing Sales Management Technology 98

TeamSupport

JULY 22, 2020

Now that we’ve reviewed four elements of B2B customer support excellence and the strategic business impact of each in Part 1 of this blog series—profit contribution, brand reputation, efficiency, effectiveness—let’s take a look at goals and action items that will get you there. And the likelihood that they will renew?

Customer Support 52

Customer Support B2B Technical Support Education 52

ChurnZero

OCTOBER 27, 2020

This is a guest blog post by Kristen Brehmer from TaskRay. 2020 has made a few things clear about the future of Customer Success: the handshake is definitely out; digital events are the new norm for connecting with colleagues, customers and peers; and the customer is most definitely gold. . throughout the journey.

Sales 59

Sales CRM Customer retention Technology 59

CustomerSuccessBox

JUNE 9, 2021

Over the period, we have seen customer success organizations evolving in multiple ways. And one of the ways in which we’ve seen it distributed is in the way it onboards the customers. How tech-savvy are your customers? Customer Onboarding Specialist Vs Customer Success Manager. Check out the here.

SaaS 52

SaaS Management Upselling B2B 52

Totango

JUNE 1, 2021

Customer Success software helps your enterprise understand what matters to your customers. Being able to use your customer success data will enable you to better connect with your customers. It all starts with knowing how to gather customer insights and properly leverage that data.

Enterprise 69

Enterprise Upselling Metrics Accountability 69

Nicereply

JUNE 18, 2020

Customer retention is the act of keeping customers engaged, creating customer advocates, and reducing churn before it happens. Imagine you never acquired another customer. Your sales team went home, and all you had left was your current group of customers. That’s where customer retention comes in.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

CustomerSuccessBox

FEBRUARY 14, 2019

The searches for the keyword ‘ Role of a Customer Success Manager ’ have been increasing since the last few years. As companies around the world are getting aware of the importance of Customer Success, the demand for seasoned Customer Success Managers (CSMs) is also increasing exponentially. Drive stickiness through adoption.

Management 67

Management Upselling SaaS Sales 67

GetFeedback

DECEMBER 26, 2018

Business is built on customer relationships, and brand perception sets the tone. Customers’ combined interactions with your business or product contribute to their overall brand perception too. All of these interactions, combined with the messaging you control, make up a customer’s brand perception. Research shows there are 2.1

Surveys 104

Surveys Feedback Customer Care Customer Experience 104

Upstream Works

SEPTEMBER 30, 2021

The term “customer experience” (CX) has gained considerable currency recently, and in many ways has displaced “customer service” as the focal point of the contact center. The current state of customer experience is more challenging. Think Beyond the Contact Center.

Contact Center 78

Contact Center contact center solutions Benchmark Call Center 78

Comm100

DECEMBER 15, 2020

If you’re not, will cover it quicky in this blog later). Now, you’ll be deciding which live chat vendor you should choose to partner with to help your clients take their customer service & support up a level. Align your company with industry-leading customer service experts. Trusted by customers and partners.

APIs 52

APIs Contact Center Technology Surveys 52

Beyond Philosophy

MAY 12, 2021

Only half of the organizations around the world feel prepared to support customer engagement post-COVID. When I read that headline from Verint, an organization specializing in the Voice of Customer, it struck a chord with me—a minor one with lots of extra dissonance. ” Customers are in a similar place post-COVID.

Analytics 221

Analytics Chief Customer Officer Technology Surveys 221

Customers That Stick

DECEMBER 4, 2014

How will you inform customers of changing store hours? Can you augment your parking if needed to accommodate customers? Preparing for the season’s challenges ahead of time is the best way to make sure that increased traffic does not result in increased customer service issues. Do you have adequate labor? No shock here.

Customer Service 124

Customer Service Accountability Customer Experience Sales 124

Nicereply

MARCH 16, 2022

Customer Experience departments are the shapeshifter departments of an organization. Every company seems to understand and define customer experience differently and measure it with unique KPIs. She had a very unique solution to this structure: incorporating Sales into the Customer Experience team.

Sales 111

Sales Customer Experience Upselling Self service 111