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. Get a 360-Degree View of Your Customers . This is shocking.

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

aircall

OCTOBER 6, 2021

One of the best strategies for increasing engagement and retention is to refine your sales onboarding process. In this article, we’ll look at effective sales onboarding and how it can fundamentally improve the new hire experience for your sales professionals. Defining Effective Sales Onboarding.

Sales 117

Sales Scripts Best practices Feedback 117

Education Services Group

AUGUST 16, 2022

CS Plans can also help ensure that the handoff between sales and CS goes nice and smooth. For all these reasons and more, I’d say the best Customer Success Plans are developed collaboratively with your customer and your counterparts in Sales during the pre-sale stage of the customer journey.

Sales 52

Sales Best practices Customer retention Accountability 52

JustCall

NOVEMBER 24, 2022

Do you know that many sales reps don’t like to follow imposed instructions, and 2/3rds of all salespeople don’t follow a s ales process ? Salespeople must be creative, often adapting their selling techniques to a potential customer’s needs and sometimes whims. What is a Sales Process ? Sales is a numbers game.

Sales 52

Sales B2B Surveys CRM 52

Education Services Group

OCTOBER 31, 2023

I crave to immerse myself in my customers’ stories. Simplify reporting so I can quickly focus on my accounts. Product and Partner Updates : Light up my world with notifications about new releases, campaigns, partnerships – everything that shapes our customers’ experience.

Best practices 52

Best practices Finance Upselling Customer retention 52

TechSee

JUNE 16, 2022

Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” He has over 20 years of customer service, sales and management experience, with a laser focus on contact centers.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

ClientSuccess

FEBRUARY 8, 2023

It’s an important question to answer, as it can make all the difference in customer retention and long-term success. In this blog post, we’ll explore three different ownership models that help define roles between sales and customer success teams when it comes to customer renewals.

SaaS 71

SaaS Upselling Accountability Sales 71

Education Services Group

AUGUST 31, 2022

Speakers: Chris Singh , Chief Customer Officer, Blackbaud. . CCO of Blackbaud, Chris Singh, joined our VP of Customer Success, Peter Armaly for this month’s webinar, to discuss how to embrace the concept of the post-sale environment as an entire ecosystem. At Blackbaud, an example is we sell outcomes right at the point of sale.

Sales 52

Sales Chief Customer Officer Metrics Surveys 52

SmartKarrot

MAY 15, 2023

Key Account Management (KAM) is the art of strategically managing and nurturing these vital accounts, unlocking their full potential and driving long-term growth. In this blog, we present the top seven books for Key Account Management, carefully curated to provide you with a treasure trove of insights, strategies, and practical advice.

Accountability 10

Accountability Management Best practices Customer retention 10

Totango

MAY 11, 2021

Stakeholder engagement and management is critical for customer retention. These steps chart a path to communicating the value of your product and brand to your stakeholders, promoting higher engagement and retention. For optimal results, use software that allows you to automate best practices for these steps.

Management 84

Management Best practices Journey mapping Metrics 84

RapportBoost

OCTOBER 20, 2018

– increasing agent retention and shortening agent learning curves. – holding teams accountable, while having fun. It’s great to see innovative brands leverage science to their — and their customers’ — benefit.”. ” Registration information for the webinar can be found at [link]. About RapportBoost.

Contact Center 70

Contact Center Sales Average Handle Time Metrics 70

Satrix Solutions

JULY 28, 2021

As many studies have demonstrated , a company-wide focus on delivering a strong customer experience at every touchpoint will often have very positive effects on a business. A CX survey program that fails to invite the right customer contacts, thereby skewing the data and findings towards those who may not be your key stakeholders.

Customer Experience 122

Customer Experience B2B Surveys Construction 122

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

ChurnZero

JUNE 14, 2023

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 times are challenging, and the sales pipeline slows, the disparity between the cost to acquire and retain customers tends to grow.

Finance 52

Finance Surveys Sales Customer centricity 52

Totango

FEBRUARY 11, 2022

Relationships with B2B customers tend to be more challenging to manage successfully due to complex requirements, a greater number of stakeholders, and organizational interdependencies. Because of these factors, B2B sales and renewal cycles may be longer than their B2C counterparts. Why Take B2B Customer Experience Seriously?

B2B 107

B2B Customer Experience B2C SaaS 107

CustomerSuccessBox

JUNE 18, 2021

Customer Success Manager. Account Manager Vs Success Manager – What is the difference between them? The blog helps you know how to differentiate between account manager and Success Manager on the basis of different features. What is the best way of handoff between Customer Success and Sales.

SaaS 52

SaaS B2B Customer retention Upselling 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

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 90

Management Upselling Coaching Best practices 90

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. According to Gartner research, leveraging the data obtained from direct customer feedback can increase the chances of upselling and cross-selling by 15-20%.

Surveys 83

Surveys Feedback Banking Best practices 83

CSM Magazine

JUNE 22, 2023

Integrating high-quality data into their customer service strategies will help companies achieve their goals, including increased customer retention rates, improved brand reputation, and higher profitability. Supporting Sales and Marketing Initiatives Datasets also play a vital role in supporting sales and marketing initiatives.

Customer Service 52

Customer Service CRM Accountability Customer retention 52

CSM Practice

AUGUST 24, 2020

Liz McChrystal is well versed in leading account management, business process analysis, process adoption, relationship building, and client service functions. We recommend watching the recorded session to learn best practices in developing a Customer Maturity Scoring Model and best practices in how to leverage one for best practices.

Construction 52

Construction Best practices Upselling Sales 52

Totango

AUGUST 23, 2022

What Are B2B Customer Journey Touchpoints? B2B customer journey touchpoints are occasions when business customers interact with a brand. For example, a website visit, an online sales purchase and a phone support call are all potential customer journey B2B touchpoints. B2B Customer Journey Touchpoints and Your Team.

B2B 115

B2B Journey mapping SaaS Engineering 115

Totango

JUNE 28, 2022

The primary mission of a Chief Marketing Officer (CMO) is to foster growth, attract new leads, and increase sales by effectively communicating the value the company’s products and services can provide. Totango’s composable customer success platform makes it easy to break each stage of the customer journey down with our modular SuccessBLOCs.

Accountability 73

Accountability Marketing Best practices Customer retention 73

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. Hence, the the role of a chief customer officer (CCO) which we define this way.

Chief Customer Officer 52

Chief Customer Officer SaaS Sales Upselling 52

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 SaaS Customer retention Accountability 52

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 SaaS Customer retention Accountability 52

Totango

MAY 17, 2021

Product engagement can be considered globally with respect to how often customers use a product in general or on a granular level with respect to how frequently clients use specific features. It can also be considered in terms of account activity. Tracking product engagement can also create sales opportunities. Product adoption.

Management 62

Management Upselling Metrics Accountability 62

ClientSuccess

JANUARY 10, 2020

One of the biggest reasons customer onboarding experiences go off the rails is because end users (the ones typically in onboarding sessions) and even some mid-level managers might not even know why they’re learning a new platform or what value they stand to gain. Ask for feedback – and take this into account. . Stay organized. .

Best practices 65

Best practices Metrics Feedback SaaS 65

ClientSuccess

JANUARY 10, 2020

One of the biggest reasons customer onboarding experiences go off the rails is because end users (the ones typically in onboarding sessions) and even some mid-level managers might not even know why they’re learning a new platform or what value they stand to gain. Ask for feedback – and take this into account. . Stay organized. .

Best practices 64

Best practices Metrics Feedback SaaS 64

CSM Practice

DECEMBER 19, 2021

Best practices for building a CS tech stack. Answer the following questions and you’d naturally find the best practice that suits your business. . Customer lifetime value (LTV). 360-degree Account health. Enhances overall customer experience. Boost sales and revenue. reduction in churn rate.

CRM 98

CRM Brand ambassadors Best practices SaaS 98

Quality Contact Solutions

DECEMBER 28, 2022

Not only do loyal customers provide a steady stream of revenue, but they also tend to spend more, refer friends and family, and provide valuable feedback that can help improve your products and services. If customer retention is not at the forefront of your business’ strategic plan, it should be.

Telemarketing 52

Telemarketing call center professionals Call Center outsourcing 52

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 77

Feedback Best practices Customer retention Enterprise 77

CSM Practice

JANUARY 13, 2021

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. We’ll start with the basics and cover the different components of the renewal process, such as: The Customer. Best practices. Hiring and compensation.

SaaS 98

SaaS Customer centricity Accountability Education 98

Totango

MARCH 26, 2021

At one time, customer lifecycle models took a seller-centric perspective which split the pre-sales phase of the customer’s journey from the post-sales phase. A satisfying post-sales experience sets the stage for subscription renewals and referrals, laying a foundation for additional sales. Conversion.

SaaS 66

SaaS Best practices Upselling Education 66

CustomerSuccessBox

NOVEMBER 2, 2021

finding customer acquisition channels that are highly scalable, repeatable, and profitable. . The y-axis shows the average revenue per account (ARPA) per year. In the x-axis you can see how many customers you need, for a given ARPA, to get to $100 million in annual revenues. Track their Account health early on.

SaaS 52

SaaS Customer retention Enterprise Accountability 52

CustomerSuccessBox

JUNE 21, 2022

To help you, we have compiled a list of the top 8 strategies that will enable you to carry out customer onboarding at scale. 8 Best Strategies for Customer Onboarding at Scale. Well-defined Sales-to-Onboarding Handoff. Making a connection with the customer is essential before they’re onboarded.

Education 52

Education Customer retention Sales B2B 52

Education Services Group

JUNE 12, 2023

A prospective customer has learned about your business, they’ve spoken to Sales, and they feel like yours is the right solution for them. You’re officially rewarded for your work and are observing them move into the next stage of the customer journey – Acquisition! Sales has made promises that CSMs now have to fulfill ASAP.

Journey mapping 52

Journey mapping Best practices Benchmark Sales 52