ChurnZero

DECEMBER 29, 2020

Learn how to spot the signs that it’s time to revamp your onboarding as well as the dos and don’ts of improving the most influential phase of your customer’s journey. The SaaS Debate: Who Owns the Renewal and Upsell? Customer Success vs. Sales. 5 Ways to Reduce Churn by Delivering a Consistent Customer Experience.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

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. It’s a head start that allows organizations to get right into the nitty gritty of real-time customer journey analytics and start building playbooks to tackle common customer scenarios.

Best practices 79

Best practices Upselling Analytics Technology 79

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. He also sits on the board of Directors for CSPN. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Balto

AUGUST 3, 2022

Companies that have personal interactions with a large segment of their customers see a 1-2% increase in total sales due to increases in loyalty. Customer acquisition is five to twenty-five times more expensive than customer retention. What are they doing that leads to that higher customer NPS and CSAT? Briedis, H.,

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

CustomerSuccessBox

JANUARY 2, 2022

Eventful years like 2020 and 2021 have challenged the old traditions pertaining to Customer Success (CS). The businesses, approaches, trends, focus areas, etc have evolved over time and more so after 2021. As we enter another year, Customer Success is poised to be more sophisticated. must have a use case.

SaaS 52

SaaS Metrics Accountability Upselling 52

JivoChat

AUGUST 18, 2021

Businesses that seek to improve customer experience (CX) are poised for success. This kind of customer-centric mentality can drive new business, boost customer retention rates, and create new benchmarks for goals. Customer experience comes into play along each step of the customer journey. Smartphone apps.

Customer Experience 52

Customer Experience Chatbots Customer retention Feedback 52

ChurnZero

JANUARY 22, 2021

So, you signed up for a Customer Success gig and now your boss wants you to upsell? To learn how selling and taking great care of your customers actually go hand in hand, we hosted a webinar with Bryan Neale, Founder of Blind Zebra Consulting and self-proclaimed “CS Sales Whisperer.”. And expand? Then I apply common sense.

Sales 98

Sales Chief Customer Officer Upselling Metrics 98

JivoChat

APRIL 8, 2021

The more you can facilitate a smooth customer journey and enjoyable experience, the more likely it is people will complete purchases—and return for more. Increase Customer Retention. Here’s something to think about: Customer retention is five times cheaper than acquisition. Key features: Chatbot widget.

Sales 52

Sales Chatbots Brand ambassadors Surveys 52

Education Services Group

JANUARY 18, 2022

If you’re a CS leader struggling to get a seat at the table, it could be because you aren’t making a strong enough connection between your team’s activities and Net Revenue Retention. Customer Success organizations are rapidly evolving to take on revenue-generating activities like renewals, expansions, and cross-sell/upsell opportunities.

Metrics 52

Metrics Upselling Analytics Sales 52

ChurnZero

OCTOBER 12, 2021

Announcing the Winners of ChurnZero’s 2021 ChurnHero Awards. Your Customer Success program is a telling datapoint when comparing great companies apart from their peers. The effects of CS run deeper than just customer retention – this instrumental function can have a profound impact on your long-term corporate success.

Healthcare 98

Healthcare Accountability Metrics Surveys 98

CustomerSuccessBox

FEBRUARY 28, 2022

But if you work out to retain existing ones and achieve a high net retention rate, this keeps away the need to acquire new customers. Because a net retention rate above 100% means you are excelling in receiving repeat purchases, upsells, cross-sells, and expansions. Which is the key customer retention metrics to track?-

SaaS 52

SaaS Best practices Enterprise Customer retention 52

CCNG

OCTOBER 19, 2022

of CMOs agree or strongly agree that amazing customer experiences provide a powerful competitive advantage. Martech Alliance, 2021) Nearly half (48%) of survey respondents said the customer experience they deliver falls below or significantly below their customers’ expectations. (Acquia, 2019) 78.5%

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

ChurnZero

OCTOBER 12, 2021

Announcing the Winners of ChurnZero’s 2021 ChurnHero Awards Your Customer Success program is a telling datapoint when comparing great companies apart from their peers. The effects of CS run deeper than just customer retention – this instrumental function can have a profound impact on your long-term corporate success.

Healthcare 52

Healthcare Accountability Metrics Surveys 52

CustomerSuccessBox

JULY 19, 2021

What Saas businesses do not realize is that excelling in Customer Success (CS) can be a key component to low churn rates and successful business growth. Hence, Customer Success Management together with a solid strategy results in a decreased customer churn, increased upsell opportunities, and renewals. Source: Forbes.

SaaS 52

SaaS Customer retention Surveys Chatbots 52

Global Response

DECEMBER 21, 2022

73% of customers “expect companies to understand their needs” and fulfill their expectations, but only 51% of customers say this generally happens. For example, if you can’t fix the problem perfectly, perhaps you can: Offer the customer a discount or a refund on their purchase.

Feedback 62

Feedback Metrics Personalization Customer Experience 62

JivoChat

MARCH 15, 2021

Benefits of Omnichannel Customer Service. According to a survey conducted by Aspect Software , businesses that adopt omnichannel strategies achieve 91% greater year-over-year customer retention rates compared to businesses that don’t. Improves customer retention. Increases customer loyalty. The result?

Customer Service 52

Customer Service Multichannel CRM Upselling 52

JivoChat

JUNE 15, 2021

Pricing | Install on your Shopify store : The platform is free to install, with migration costs based on the total number of orders, products, customers, and blog posts. With Shopify’s upsell and cross-selling apps , you don’t need a live customer service rep to boost your sales. Used for: Post-purchase upsells.

Upselling 52

Upselling Analytics Sales Marketing 52

SmartKarrot

MARCH 8, 2022

Focused on customer happiness, Anika is passionate about developing and maintaining good relationships with customers. She has helped several companies grow and scale their business by developing streamlined customer success processes and successful customer retention strategies. Anita Toth. Catherine Blackmore.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

Call Experts

APRIL 8, 2024

Retention and Growth A positive customer journey is imperative for customer retention and business growth. Satisfied customers will likely become loyal brand representatives and continue engaging with the business. 91% of American consumers reported poor customer service in 2021.

Contact Center 52

Contact Center Customer centricity Call Center Feedback 52

JivoChat

JULY 25, 2021

It’s a popular platform for many reasons, one of which is its extensibility — with the variety of WooCommerce plugins available, businesses can customize their e-commerce sites with ease. Take a look at what we learned in our roundup of the 31 best WooCommerce plugins in 2021. Best WooCommerce Plugins for the Customer Experience.

Sales 52

Sales Accountability Upselling B2B 52

ChurnZero

MARCH 31, 2023

Renewals and retention are key in trying economic times Most Customer Success professionals the Customer Success Collective spoke with for a trend round-up expect their companies to put greater emphasis on customer renewals and customer retention. The average customer churn rate is 5.6%

Benchmark 98

Benchmark B2B Accountability Consulting 98

ChurnZero

JANUARY 26, 2021

Customer success continues to evolve as a practice within companies that enjoy recurring revenue models. The range of responsibilities of Customer Success Managers (CSM) in the industry is dizzying. From technical support to renewals and upselling, this role might be one of the most confusing and misunderstood jobs in all of tech. .

Management 98

Management Chief Customer Officer Upselling SaaS 98

CustomerSuccessBox

NOVEMBER 23, 2021

The more the customer buys a product or service, the more they will be rewarded. You can be more original by inviting your most loyal customers to private parties or to test a product in preview. Customer retention through loyalty programs is a win-win initiative. Essential Read: NPS Industry trends 2021.

Brand ambassadors 52

Brand ambassadors Upselling Construction Surveys 52

Education Services Group

MARCH 4, 2021

At the same time, uncertainty caused many businesses to seek avenues for “immediate cost savings and efficiencies,” according to TSIA’s State of Customer Success 2021 report. Now, nearly half of CS teams have advanced to own account expansion opportunities like renewals and upsell.

Consulting 52

Consulting Consulting Journey mapping outsourcing 52

Call Experts

JULY 13, 2023

Retention and Growth A positive customer journey is imperative for customer retention and business growth. Satisfied customers will likely become loyal brand representatives and continue engaging with the business. 91% of American consumers reported poor customer service in 2021.

Contact Center 52

Contact Center Customer centricity Call Center Feedback 52

Education Services Group

MARCH 27, 2023

Forrester) Only 17% of companies assign CS the responsibility of identifying and closing upsell and/or cross-sell opportunities.

Upselling 52

Upselling Big data Sales Customer Experience 52

ChurnZero

APRIL 27, 2021

A: Very few of our early-stage investments have a Customer Success team at the time we invest. ChurnZero was an exception to that as you might expect given the focus of the business and team’s deep appreciation for the importance of customer retention. . Series B Funding & Customer Success.

SaaS 98

SaaS Metrics Sales Marketing 98

SmartKarrot

DECEMBER 3, 2020

This list of new year’s resolutions will help customer success managers handle their priorities well for a successful run at the customer front. With the Coronavirus pandemic that has shaken the world in 2020, it is important to look for improvements in customer retention in 2021. Create a customer-centric culture.

Management 10

Management Customer centricity Journey mapping SaaS 10

Netomi

FEBRUARY 28, 2022

As Pixalate’s Senior Vice President, Global Customer Success, Amanda oversees the company’s growing global customer success team, including the East and West Coasts of the U.S., A leader in the programmatic industry, Amanda joined the Pixalate team in September of 2021. ?? EMEA, and APAC. . Connect with Gemma . ” .

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

SmartKarrot

JANUARY 22, 2021

Is it really 2021? It is a given that the oddities of complex changes have surfaced on the face of Planet Earth but one that stays rooted are the customers and the value that we strive to woo them with, has not seen a massive change. At the end of the year 2020, the SaaS industry is still grappling with one issue: Customer Retention.

SaaS 10

SaaS Customer centricity CRM Analytics 10