Totango

OCTOBER 22, 2019

Help customers fully adopt the product and make sure the promised value is being delivered. Segment the following customers: New customers pending onboarding. Currently onboarding customers . Best practices: . Drive customer advocacy by providing a simple, effective onboarding process.

Best practices 49

Best practices Customer advocacy Upselling Accountability 49

CSM Magazine

MAY 9, 2022

Regardless of industry, customer service is always one of the most important aspects of running a successful business. Not only does excellent customer service set you apart from your competition, but it also helps you to improve customer retention rates while extracting the maximum value from each of your engagements.

Customer Service 52

Customer Service Best practices Customer retention Consulting 52

Totango

JUNE 30, 2020

Communication during a crisis is about protecting your core asset, your customers. The digital transformation of business has shifted enterprise focus toward customer retention and the pursuit of long-term value. Challenges such as the ongoing COVID-19 pandemic only reinforce the importance of keeping the customers you have.

Best practices 126

Best practices Customer retention Metrics Enterprise 126

ChurnZero

SEPTEMBER 8, 2022

This is a guest post by Sara Barnes , vice president of Customer Success at Skilljar. Every Customer Success team focuses on keeping customers engaged and ultimately, preventing churn. Providing access to on-demand training enables CSMs to support more customers and create a faster onboarding process. Customer retention

Education 98

Education Benchmark Customer retention Metrics 98

ChurnZero

APRIL 5, 2019

Here are just a few of our favorite tips that we wanted to share with the larger Customer Success community. Keep reading to get expert tips and advice on the following topics: Customer Success Performance Management (Goals and KPIs). Hiring and Scaling a Customer Success Team. Tips brought to you by:?

Customer centricity 40

Customer centricity Upselling Accountability Customer retention 40

CSM Practice

JULY 6, 2020

SaaS companies are now turning to their customer success teams as client health , retention, and expansion of accounts become new priorities. This change in internal direction is beneficial to customers, as the success of the customer must be value-driven to ensure these outcomes. 4. Overwhelming messaging.

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Practice

JULY 6, 2020

SaaS companies are now turning to their customer success teams as client health , retention, and expansion of accounts become new priorities. This change in internal direction is beneficial to customers, as the success of the customer must be value-driven to ensure these outcomes. 4. Overwhelming messaging.

SaaS 71

SaaS Upselling Accountability Sales 71

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.” Jeff’s Inside Customer Service blog has been recognized as one of the Top 50 customer service blogs on the planet.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

SmartKarrot

JUNE 4, 2020

Looking for some useful SaaS account management tips? As an account manager, you play a significant role in enhancing the growth of a company. Even an average amount of revenue will benefit you in the implementation of an account manager. To achieve the following, you must need SaaS account management best practices.

Best practices 10

Best practices SaaS Accountability Management 10

CustomerSuccessBox

JUNE 18, 2021

Customer success for all customers can’t be the same and hence customer segmentation is a must in order to drive customer success. Customer Success Manager. Account Manager Vs Success Manager – What is the difference between them? What is the best way of handoff between Customer Success and Sales.

SaaS 52

SaaS B2B Customer retention Upselling 52

Toister Performance Solutions

MAY 11, 2023

Bonus tip: it's easiest to use data that's already being collected for something else. This became a best practice that was shared with the other locations and was emphasized in our manager training program. Recent mystery shopper results provided a baseline for their performance.

Customer Service 88

Customer Service Surveys Best practices Customer retention 88

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%.” ” The math and learning are simple.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

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

ClientSuccess

JANUARY 10, 2020

By putting metrics in place and tracking real-world activities to each of these KPIs, onboarding teams can be more focused on how they work with customer groups. . Ask for feedback – and take this into account. . First, you can ask customers to fill out a survey or even give in-person feedback on the day of the onboarding. .

Best practices 65

Best practices Metrics Feedback SaaS 65

ClientSuccess

JANUARY 10, 2020

By putting metrics in place and tracking real-world activities to each of these KPIs, onboarding teams can be more focused on how they work with customer groups. . Ask for feedback – and take this into account. . First, you can ask customers to fill out a survey or even give in-person feedback on the day of the onboarding. .

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. . A quick tip here would be to look out for vendors who constantly keep innovating. Customer lifetime value (LTV). 360-degree Account health.

CRM 98

CRM Brand ambassadors Best practices SaaS 98

delighted

DECEMBER 14, 2021

As with any first impression, it’s important that a customer feels positive or intrigued by what your company has to offer – enough so that you’ve captured their attention and they move on to stage two. Send the survey immediately after purchase or delay send time by one week to allow the customer time to get acquainted with the product.

Surveys 97

Surveys Feedback Customer retention Customer effort 97

Totango

JULY 8, 2021

Many of the companies we talk to today all have the same challenge: they are sick and tired of firefighting their customer accounts. Firefighting happens when you don’t have visibility into what is going on in your customer portfolio so you are constantly putting out fires, especially around renewal time.

Upselling 65

Upselling Accountability Customer retention Metrics 65

delighted

AUGUST 10, 2022

And yet, a lot of the time, companies will hyperfocus their resources on new customers only, and forget to nurture existing customer relationships. Ensure your customer-focused teams provide white-glove service to all customers, new and existing, to avoid a suffering customer retention rate.

Journey mapping 85

Journey mapping Feedback Surveys Customer retention 85

Nicereply

NOVEMBER 21, 2023

Relational NPS Surveys What They Are: Relational NPS surveys aim to gauge the overall sentiment a customer has towards your brand, independent of any specific transaction. This allows customer experience professionals to understand long-term customer satisfaction and identify areas for strategic improvement.

Surveys 59

Surveys B2B Feedback Education 59

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

Outsource Consultants

AUGUST 3, 2020

Make sure you’re helping new and existing agents understand the best practices for common customer scenarios. . Boost Customer Satisfaction for Travel Industry ROI. Keeping customers happy is the easiest way to motivate customer retention.

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127

ChurnZero

JUNE 12, 2020

If you replied, “Customer Success Director or above,” you’re not prioritizing your team by spending valuable leadership time on administration when it should be used to build your team’s strategy and remove obstacles in their way. Who ensures the renewal process happens for all your accounts? So, what is Customer Success Operations?

SaaS 80

SaaS Metrics Customer retention Analytics 80

Totango

AUGUST 18, 2022

Finally, we’ll offer some tips on why optimizing your onboarding process matters and how you can leverage technology to integrate your checklist into an efficient onboarding process. 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. Activating accounts.

Journey mapping 93

Journey mapping SaaS Upselling Enterprise 93

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. Participate in M&A [due] diligence and ultimate onboarding of acquired targets’ customer bases.”

Chief Customer Officer 52

Chief Customer Officer SaaS Sales Upselling 52

Totango

AUGUST 23, 2022

Touchpoint interactions may serve a variety of functions, such as: Inviting a customer to visit your website. Persuading a customer to try your freemium app. Guiding customers through onboarding. Providing tutorial tips to answer customer questions and encourage greater product adoption. Expansion and Growth.

B2B 116

B2B Journey mapping SaaS Engineering 116

Education Services Group

MAY 12, 2021

TSIA’s conferences are always jam-packed with best practices, real-life examples, success stories, and lessons learned from some of technology’s biggest names. How can CS orgs and teams – large, medium, small, and even indirect – leverage a compelling engagement model across various customer segments?

Journey mapping 98

Journey mapping Best practices Education Metrics 98

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

Totango

MARCH 26, 2021

Now that we have an idea of what the customer lifecycle is, let’s take a closer look at each of its stages and how best practices combined with technology can help optimize the customer experience in each stage. Proactively assist customers who are having difficulty completing onboarding steps.

SaaS 66

SaaS Best practices Upselling Education 66

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

ChurnZero

DECEMBER 27, 2019

Is the onslaught of support tickets, emails, and customer complaints forcing you to live in a constant state of reaction? 5 Tips f or Dealing with An Angry Customer (The Right Way!) . Mitigation starts with an acute self-awareness of your initial reaction to a customer’s concerns. Customer Success Resource.

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

Totango

JUNE 24, 2022

For example, a customer who is slow to complete the onboarding process can be sent an email prompt with a link to tutorial tips. SaaS platforms can deploy digital tracking methods, such as KPI monitoring and dashboard displays to ensure that customers stay on a path toward successful outcomes.

Best practices 103

Best practices SaaS Journey mapping B2C 103

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

ChurnZero

FEBRUARY 4, 2022

In this article, we share Kristen’s best advice on how you can use metrics to reframe your customer stories, so they’re primed for investor engagement. We cover: How does customer success work with investors? How to visualize the financial value of customer satisfaction. Customer retention.

Metrics 98

Metrics Consulting Consulting Best practices 98

ChurnZero

AUGUST 25, 2021

Customer Success & Support. NPS should be a part of routine account engagement for Customer Success and Support departments. It’s a proactive method of identifying issues that may lead to reduction in product usage or customer churn. Customer Success Around the Web. ChurnZero Resource. NPS Cheat Sheet.

Journey mapping 98

Journey mapping Benchmark Feedback Metrics 98

Totango

NOVEMBER 5, 2021

Getting Started: Tips for Implementing an Effective Customer Engagement Strategy. MH : Within my team, we have about three or four resources to work with Teresa on the digital content because we have a lot of digital messaging that goes out throughout the customer journey. How many employees support digital engagement at Aruba?

Journey mapping 111

Journey mapping Accountability Marketing Metrics 111

ChurnZero

DECEMBER 29, 2020

Learn why an operations role is the key to scaling Customer Success, what this role looks like within a mature organization, and when you should hire for it. Customer Success teams (and their customers alike) feel the pain of conducting QBRs dictated by a now seemingly arbitrary timeframe and requisite.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98