OctopusTech

JUNE 29, 2023

Most organizations generally use these different tactics such as outbound call center services for customer retention in the long run and to enhance the entire sales process. Almost 68% of the customers believe that a company should check the taste and preference and then modify the experiences. Almost 55.3% Almost 55.3%

Customer retention 62

Customer retention Call Center Upselling outsourcing 62

TeamSupport

DECEMBER 7, 2020

Here at TeamSupport we talk a lot about tools you can use to gauge customer sentiment and measure the overall health of the relationship you have with each of your customers. Because of the high-value nature of B2B (business-to-business) customers, missing the signs that one may be unhappy or at risk of leaving can prove costly.

Customer Support 98

Customer Support Upselling B2B Sales 98

CustomerSuccessBox

APRIL 27, 2022

Upselling is crucial for any B2B SaaS business. So, having B2B SaaS upselling strategies is vital for your business growth. As a Customer Success Manager (CSM), your job is to help customers derive more value from your product so that they achieve their business goals. Why are B2B SaaS upselling strategies important?

Upselling 52

Upselling B2B SaaS Feedback 52

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. Things To Consider… How complicated are your contracts?

SaaS 71

SaaS Upselling Accountability Sales 71

ChurnZero

JANUARY 20, 2021

This is a guest blog post by Justine Dennis, Manager, Customer Success & Support at Fusebill. . Mattias Putman and Ewout Meyns launched PieSync in 2014 with a goal in mind: keep customers satisfied. Mattias and I are very aware that PieSync’s success depends on that of our customers. Dollars are dollars, right?”

SaaS 98

SaaS Upselling B2B Metrics 98

Totango

NOVEMBER 27, 2023

With acquisition costs proving too high in today’s constrained environment, many businesses are finally putting greater focus on nurturing existing customer relationships to ensure retention and expansion. The global market research company conducted its first Forrester Wave™ evaluation of top customer success platforms.

B2B 91

B2B CRM Enterprise Upselling 91

Beyond Philosophy

APRIL 14, 2022

I read a fascinating report the other day from Zendesk called The Customer Experience (CX) Trends Report 2022. I saw a dichotomy between what people are saying and what they are doing regarding Customer Experiences (CX). 64% of business leaders say that customer service has a positive impact on the company’s growth .

Contact Center 195

Contact Center Upselling Engineering Education 195

CSM Practice

JULY 6, 2020

However, most business leaders agree that the subscription model is inherently better suited to growth and profitability than the traditional way of selling services. After all, the very motive of these companies is to adapt to the situation, and further improve the overall performance through expansion selling strategies.

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Practice

JULY 6, 2020

However, most business leaders agree that the subscription model is inherently better suited to growth and profitability than the traditional way of selling services. After all, the very motive of these companies is to adapt to the situation, and further improve the overall performance through expansion selling strategies.

SaaS 71

SaaS Upselling Accountability Sales 71

ChurnZero

FEBRUARY 23, 2023

Long-standing wisdom in business says when the economy looks shaky, or worse turns south, savvy companies redouble their focus on existing customers. There are two primary reasons why: First, you need to retain customers to simply “keep the lights on” so to speak. This blog post aims to help you with that.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

Long-standing wisdom in business says when the economy looks shaky, or worse turns south, savvy companies redouble their focus on existing customers. There are two primary reasons why: First, you need to retain customers to simply “keep the lights on” so to speak. This blog post aims to help you with that.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

TeamSupport

MAY 11, 2021

“You’re not paying close enough attention to your customers.”. That’s how TeamSupport CEO Pete Khanna and ProfitSword VP of Sales and Marketing Paul Bennie began their speaking session at the recent TSIA Interact annual conference. This blog provides the highlights from their talk. How do you accomplish that?

B2B 98

B2B Upselling Metrics Education 98

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

Babelforce

JUNE 3, 2021

There are a lot of benefits to upselling. In the long term, it can increase the average lifetime value of customers. Upselling is great. Existing customers already trust your business; convincing them to spend a little extra can be far easier than getting entirely new customers through the door.

Upselling 52

Upselling Interactive Voice Response Outbound sales Contact Center 52

Tethr

AUGUST 27, 2020

The customer’s unadulterated perspective is the value VoC programs deliver, with the most worthy ones providing data to guide strategy. AI gives your voice of the customer programs the edge they need to make measurable change. Are you curious about how upsells, cross-sells, promotions and campaigns are impacting customer loyalty?

Enterprise 117

Enterprise Customer effort Upselling Call Center 117

ClientSuccess

DECEMBER 12, 2022

In today’s competitive customer success landscape, it is essential that CSMs are adequately and appropriately compensated for their work. When making a switch from one compensation plan to another for your Customer Success Managers (CSMs), it’s important to make the transition as smooth and considerate as possible.

Management 87

Management Accountability Sales Upselling 87

CSM Practice

FEBRUARY 12, 2020

As SaaS businesses gain traction and customers begin to adopt their solution at scale, the next step is to drive customer expansion. Since existing customers are usually more willing to buy, companies typically offer additional solutions and features in the form of upsells and cross-sells. Qualitative Data.

Upselling 52

Upselling Customer centricity Sales Accountability 52

CustomerSuccessBox

NOVEMBER 17, 2021

We will be discussing all Net Revenue Retention in this blog. Customers are unsteady, they sometimes run off to your competitors. NRR is the most widely used customer success metric. Net revenue retention is the impact your current customer has on your revenue. Your upsell revenue for the month is $1000.

Upselling 52

Upselling SaaS Metrics Accountability 52

Nicereply

NOVEMBER 21, 2022

Discover great customer retention tools and empower customer satisfaction. Losing customers is something that every business fears. Considering that the SaaS industry is a competitive one, customer retention is crucial. What is Customer Retention? Why is Customer Retention Critical for SaaS? CRR = 91.6%.

Customer retention 98

Customer retention SaaS Upselling Analytics 98

TeamSupport

FEBRUARY 23, 2021

That’s according to the Customer Success Association who tells us that being able to prove your worth in both directions is the most crucial aspect of determining success. Monitoring the return on investment (ROI) for the customer is therefore a vital capability, and in the other direction, driving recurring revenues for your company.

B2B 78

B2B Upselling Customer Support Sales 78

CustomerSuccessBox

JUNE 11, 2021

New Customers. Retention of existing Customers. Upselling to existing customers , which is more or less the direct window to the Recurring Revenue for your SaaS Business. New Customers. Retention of existing Customers. How do you recognize Upsell opportunities?

Upselling 52

Upselling SaaS APIs Enterprise 52

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Lumoa

MARCH 3, 2023

The past few years have witnessed a substantial increase in attention and investment in customer experience (CX) across various industries, including the financial services sector. But some important questions arise: How relevant is CX to modern financial services? And that’s what makes it strong.

Metrics 83

Metrics Upselling Engineering Customer Experience 83

ChurnZero

NOVEMBER 4, 2022

With sweeping layoffs, forecast misses, and budget cuts in the news, there’s one question running through the mind of every Customer Success leader right now: What can I do to prepare my department for the impacts of the economic downturn? Difficult conversations lead to deeper customer connections.

SaaS 98

SaaS Customer centricity Finance Best practices 98

CustomerSuccessBox

MAY 25, 2021

Have you ever heard any SaaS founder or VP -CS saying,” I‘m okay with losing a few customers every month?”. That’s because Customer Retention is critical. Customer retention is critical — particularly for B2B SaaS companies. Retaining a customer is way more profitable than acquiring new ones. . Probably not.

Customer retention 52

Customer retention Metrics Upselling SaaS 52

ChurnZero

APRIL 15, 2022

Have you ever wondered how certain companies know exactly the right moments to reach out with an offer? 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.

Accountability 98

Accountability SaaS Upselling Metrics 98

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). More than 80% of business leaders see customer experience as a growing priority in 2024.

Feedback 83

Feedback Consulting Consulting Enterprise 83

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

CSM Practice

SEPTEMBER 25, 2020

Video Title: Importance of Customer Success Strategy investments. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. 06:27 – Nick’s overview of cross-selling and upsell trends for existing customers. 18:32 – Nick Mehta’s New Book: The Customer Success Economy. The Interview: .

Upselling 85

Upselling Surveys Chief Customer Officer Consulting 85

Totango

MAY 14, 2021

Customer retention is the keystone in any customer success strategy. There are many different types of customer retention metrics that one can track. Which customer retention metrics have the biggest impact on your business? Here are five of the most important ones and how to calculate them. Revenue Churn Rate.

Customer retention 65

Customer retention Metrics Upselling Best practices 65

Global Response

JULY 17, 2023

But how does outsourcing actually save you money? But one of the most cost-effective outsourcing options is using a call center, as opposed to managing customer service and call center operations in-house. Outsourcing teams are experts in customer service and 100% focused on call center operations.

Call Center 62

Call Center outsourcing Upselling Self service 62

CustomerSuccessBox

OCTOBER 5, 2021

As a Customer Success leader or VP or Head of CS, you must be intrigued by the number. In SaaS businesses, ARR/MRR is the lifeline for their existence. Your brand’s very existence is threatened. The following are the key considerations that you must look at (for improving retention, increase renewals & upsells, etc.

Upselling 59

Upselling SaaS Metrics Accountability 59

Totango

DECEMBER 3, 2020

Across the globe, 2020 has proven to be an incredibly transformative year, with the global pandemic changing how we work and interact with one another on a daily basis. Looking back at the 2020 Customer Success Salary Report , this year has also had a particularly influential effect on the Customer Success (CS) Industry.

Upselling 64

Upselling Accountability Enterprise Metrics 64

CSM Practice

FEBRUARY 24, 2020

Guessing has no place in a changing customer success industry. Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Customer Health Metrics. Customer Usage Metrics. Customer Usage Metrics.

Metrics 52

Metrics Upselling SaaS Accountability 52

CSM Practice

FEBRUARY 24, 2020

Guessing has no place in a changing customer success industry. Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Customer Health Metrics. Customer Usage Metrics. Customer Usage Metrics.

Metrics 52

Metrics SaaS Customer retention Upselling 52

CSM Practice

FEBRUARY 24, 2020

Guessing has no place in a changing customer success industry. Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Customer Health Metrics. Customer Usage Metrics. Customer Usage Metrics.

Metrics 52

Metrics SaaS Customer retention Upselling 52

Global Response

AUGUST 7, 2023

There’s no business out there who doesn’t want to improve their customer retention and CLV. The secret weapon to improving customer retention and CLV? In this article, we’re breaking down the recent data and future trends to demonstrate why your call center is an essential element in customer retention—and how to use it effectively.

Customer retention 62

Customer retention Call Center Upselling Personalization 62