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? Track metrics measuring customer success. Automate best practices that promote better customer experiences. Optimize customer onboarding.

SaaS 87

SaaS Upselling Best practices Customer retention 87

Totango

DECEMBER 16, 2020

Out-of-the-box templates automate the process of defining measurable customer goals, establishing key performance indicators, promoting best practices and tracking performance. For instance, you can track Net Promoter Score (NPS) to find out how likely customers are to recommend your brand to family and friends.

Journey mapping 71

Journey mapping Best practices Accountability Big data 71

ChurnZero

JUNE 14, 2023

For subscription businesses, the focus is clear: retaining customers. Older research from Fred Reichheld of Bain & Company showed that, in financial services, “a 5% increase in customer retention produces more than a 25% increase in profit.” When choosing your platform, think beyond your customer success team.

Finance 52

Finance Surveys Sales Customer centricity 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

SEPTEMBER 12, 2018

The C hief Customer Officer Fall, 2018 (CCO), held September 12th-13th in San Diego, is an interactive peer-lead conference attracting senior-level customer focused professionals. The Customer Success Buzz at CCO. Organizations are finally recognizing they cannot afford to ignore their most important asset—their customer.

Chief Customer Officer 55

Chief Customer Officer Customer centricity Best practices Customer retention 55

OctopusTech

APRIL 7, 2022

A great customer onboarding process can solve both these issues as it will ensure provide a positive customer experience by improving your sales process and fulfilling the promises made by your product. This guide will help you know more about the customer onboarding process, its importance, and its best practices.

Best practices 62

Best practices Customer centricity Chatbots Education 62

Lumoa

AUGUST 8, 2023

According to Gartner research, leveraging the data obtained from direct customer feedback can increase the chances of upselling and cross-selling by 15-20%. This shows the tangible, bottom-line benefits of listening to your customers. Let’s dive into some best practices for interpreting and utilizing survey insights.

Surveys 83

Surveys Feedback Banking Best practices 83

CSM Practice

JANUARY 13, 2021

Some of the renewal management challenges for many businesses include : Lack of a customer-centric approach. Too many customers for current headcount. In this blog, we’ll delve into the cause of these problems and highlight the mindset, strategies, and best practices to scale the renewal process effectively.

SaaS 98

SaaS Customer centricity Accountability Education 98

CSM Practice

DECEMBER 19, 2021

A CS tech stack that is not customer-centric loses usability gradually. A stack of well-integrated software is developed to guide customers to success. Best practices for building a CS tech stack. Best practices for building a CS tech stack. Customer lifetime value (LTV).

CRM 98

CRM Brand ambassadors Best practices SaaS 98

SmartKarrot

APRIL 4, 2022

In recent years, we have seen organizations becoming customer-centric to cater to their needs and ensure their satisfaction. Another important lesson we have learned from this is that being customer-centric is not a mere strategy! This way, they should lead organizations toward customer-centricity.

Customer centricity 10

Customer centricity Benchmark Marketing Best practices 10

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

Totango

NOVEMBER 18, 2020

It is critical that at each phase in the customer success lifecycle, you are engaging your customer with the goal of retaining them. Onboarding is a vital part of this customer retention focus, however, an onboarding process that is too lengthy or complicated can sour customer relationships early on.

Feedback 78

Feedback Best practices Customer retention Enterprise 78

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 Does a Great Customer Success Strategy Look Like?

Upselling 52

Upselling Metrics Best practices Customer centricity 52

Totango

AUGUST 18, 2022

By extension, the term is used in SaaS to describe the steps in orienting a new customer on how to start using your software product. Client onboarding procedures typically cover steps such as: Welcoming new customers. Assigning account managers. Activating accounts. Guiding customers through how to use basic features.

Journey mapping 93

Journey mapping SaaS Upselling Enterprise 93

ChurnZero

APRIL 5, 2022

This is a guest post by Paula Naba , director of Customer Success at Northpass. Did you know that 32% of customers stop doing business with a brand they love after only one bad experience? How about this: customer-centric companies are 60% more profitable than companies that don’t focus on customers.

Education 98

Education Customer centricity CRM Best practices 98

ChurnZero

JANUARY 18, 2024

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. Champion a customer-centric culture throughout the company.”

Chief Customer Officer 52

Chief Customer Officer SaaS Sales Upselling 52

Nicereply

NOVEMBER 27, 2023

A company’s ability to understand and optimize customer satisfaction directly impacts customer retention, advocacy, and ultimately, profitability. As a customer experience professional, you’re at the forefront of this battle for consumer loyalty and satisfaction. How is CSAT Measured?

Metrics 59

Metrics Surveys Analytics Feedback 59

CustomerSuccessBox

NOVEMBER 17, 2021

Existing customers impact the revenue in these ways: The customer churns and you lose their revenue The customer downgrades If the customer upgrades The customer purchases a new product. The customer’s decision directly affects your revenue. Calculating Net Revenue Retention. Conclusion.

Upselling 52

Upselling SaaS Metrics Accountability 52

Totango

OCTOBER 25, 2022

Customer success teams consist of three main functional tiers: Executives who set CS department goals and policies and coordinate with other parts of your company. Team Leaders who report to executives and supervise customer-facing team members. What Roles Are on a Customer Success Team? Build Customer Loyalty.

Best practices 94

Best practices Chief Customer Officer Customer centricity Sales 94

Totango

JULY 31, 2020

Customer retention is critical to success in today’s customer-centric economy. Onboarding sets the stage for customer retention by beginning a positive long-term relationship between you and your customer. Use Customer Goals and Objectives to Personalize Onboarding.

SaaS 127

SaaS Healthcare Customer retention Enterprise 127

Satrix Solutions

FEBRUARY 12, 2020

For example, in B2B, there are numerous “moments of truth” which provide a company with many opportunities to delight or frustrate customers. And there are also various contact roles across customer accounts. The right people are empowered to get things done that will improve customer retention and advocacy.

B2B 78

B2B Feedback Consulting Consulting 78

SmartKarrot

MAY 27, 2020

Has your mind been pondering around these questions like – ‘What skills are the top account management companies looking for’? Are they even looking for account managers to hire? Let’s see how you can benefit from the best account manager training available online. LAMP Account Management Training .

Accountability 10

Accountability Management Best practices Customer retention 10

Totango

JULY 21, 2020

Customer retention is the primary function of your Customer Success team, so now is the time to ensure your team has the tools and support they need to continue delivering value to your customers. The current downturn makes it vital that you work to defend your core revenue.

SaaS 64

SaaS Calibration Enterprise Customer retention 64

NICE inContact

MAY 8, 2019

Companies hold contact centres accountable for delivering a critical competitive differentiator — superior customer experience. And so do customers: In fact, 73% of consumers say customer service plays an important role in their purchase decisions. What Do Customers Want? Consumers want great experiences.

Advertising 63

Advertising Cloud contact Customer centricity Customer retention 63

aircall

FEBRUARY 5, 2021

As you recruit call center agents and evaluate their qualifications, you’ll want to ensure that they’re a good fit for the role of a sales representative or customer service representative. Best practices for hiring call center agents will assist your efforts in identifying and hiring the best talent for your call center. .

Call Center 62

Call Center Average Handle Time call center software CRM 62

Totango

NOVEMBER 5, 2021

If you think of it in terms of building a house: that team designs the house; I’m the general contractor so my team and I help build the house, and then the CSMs are the ones who are actually living in the house and managing the relationships with the customers. Sometimes there are several contacts associated with an account.

Journey mapping 111

Journey mapping Accountability Marketing Metrics 111

ChurnZero

APRIL 12, 2019

Customer-centricity is a term that gets bounced around a lot, but what does it really mean? And even more, what can Customer Success teams do to contribute to their organization’s Customer Experience (CX) evolution? During this webcast we also learned: The key aspects of customer-centric business practices (e.g.

Customer centricity 14

Customer centricity B2B Surveys Feedback 14

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. It helps you improve customer retention rates, efficiently focus on your highest-impact customers, and continually improve your services. But what is customer experience? How do you design and manage a CX strategy?

Customer Experience 71

Customer Experience Journey mapping Feedback Metrics 71

Education Services Group

APRIL 12, 2022

Me: ESG is small (fewer than 100 employees) but because it is focused on building a portfolio of services that customer-centric companies critically need if they are ever going to realize the strength of truly connecting with their customers and helping drive their success, it has the potential to punch way, way above its weight.

Best practices 52

Best practices Customer centricity Technology Enterprise 52

ChurnZero

MARCH 29, 2019

Checking in on customer service objectives? Focusing on customer retention? Make sure to start with a clear objective and to remember to respect the time of your clients in order to gain the best results. How Customer Success Can Catalyze Customer-Centric Change. Customer Success Around the Web.

B2B 73

B2B Surveys Customer centricity Construction 73

Education Services Group

JULY 5, 2022

It was clear that the gap still exists between the many CS practitioners struggling to get their CS organizations up off the ground and those that were already part of a mature, robust CS practice, looking for innovative ways to continue to improve in the coming years. Customer centricity needs to be a cross-departmental philosophy.

SaaS 52

SaaS Customer centricity Best practices Upselling 52

CSM Practice

SEPTEMBER 15, 2019

For a service company, the operations could be focusing more on renewals and upsells, keeping the communication lines open and responsive, enlightening the client about new solutions you can offer, or checking up on dormant accounts that are likely to churn. 4) Customer Experience Evaluation. Value Creation for Service Companies.

Accountability 45

Accountability Consulting Consulting Upselling 45

Totango

SEPTEMBER 4, 2020

Crowding your customer engagements with unnecessary noise becomes a potential waste of time for both your customer success (CS) team and for your customer. The key ingredient in tech-touch customer success is purpose. The result is a win-win for your CS team and your customers. What Is the Tech-Touch Advantage?

Enterprise 63

Enterprise Accountability Customer centricity Education 63

ChurnZero

JUNE 21, 2019

A widespread obsession with customer acquisition leaves companies blind to the pool of revenue opportunity within customer retention. Simply, it’s much easier to turn a customer into a bigger customer than it is to turn a lead into a new customer. A: I talk about random acts of Customer Success often.

Best practices 73

Best practices Customer centricity Metrics Customer Support 73

ChurnZero

APRIL 5, 2019

Often times , they are teetering on the edge of renewal or cancellation and may end up as a churn ed account. It is important for Customer Success teams to adopt a S ales team mentality in this respect. As long as you’re going a good job, retention is not as much of a concern with new er clients. Tips brought to you by:?

Customer centricity 40

Customer centricity Upselling Accountability Customer retention 40

ProProfs Blog

NOVEMBER 9, 2021

Being in the pursuit of offering the best customer experience, you’ll eventually end up having the highest levels of customer satisfaction, which will act as the key differentiator between you and your competitors. It promotes customer retention and loyalty. Step 2: Taking Performance Indicators into Account .

Surveys 146

Surveys Feedback Metrics Customer retention 146

Totango

MAY 21, 2019

In the customer-centric economy, retaining current customers is a top priority. Not only are new customers expensive to win over, but loyal customers are more valuable in the long run. In that way, escalations can actually help you form a deeper bond with your customers. 4: Poor Customer Engagement.

Customer centricity 86

Customer centricity Education Upselling Advertising 86