Totango

SEPTEMBER 13, 2022

Automate best practices that promote better customer experiences. Optimize customer onboarding. Promote customer engagement. Increase overall customer health for an improved customer retention rate. Build a brand reputation as a customer-centric business. Limit churn for a lower churn rate.

SaaS 86

SaaS Upselling Best practices Customer retention 86

Totango

FEBRUARY 28, 2020

We all want to believe that we have a strong relationship with our customers. The digitization of business has created a customer-centric economy, and people switch services until they find the solution that suits them. This makes customer retention critical. Real-time views of customer health.

Customer centricity 93

Customer centricity Metrics Upselling Enterprise 93

Totango

APRIL 2, 2019

During the first week after the initial subscription, your goal should be to get customers to use the product at least once. The onboarding stage is critical in terms of customer retention, so make sure your customer understands all the features of your product and the value it provides. How would they define success?

Journey mapping 105

Journey mapping Upselling Accountability Feedback 105

Totango

JULY 28, 2021

To help customers achieve desired outcomes, success managers may perform duties such as: Helping customers set measurable customer-centric goals. Assisting with customer onboarding. Coordinating resolution of customer support issues. Suggesting upsells. Promoting feature adoption and engagement.

Best practices 118

Best practices Management Brand ambassadors Upselling 118

CustomerSuccessBox

MARCH 10, 2022

So those businesses that believe to offer customer satisfaction, are likely to have loyal customers, repeat purchases, higher customer retention rates, and buyers who try newer products. For customer advocacy, write case studies, and ask for referrals! Roles and responsibilities of a Client Success Manager.

Management 52

Management Customer retention SaaS Customer advocacy 52

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

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

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 92

Journey mapping SaaS Upselling Enterprise 92

Totango

OCTOBER 20, 2022

At other companies, CS managers may be assigned to follow up on sales during the customer onboarding phase. Customer success managers are critical at SaaS companies, where they help deliver results that promote subscription renewals and upsells. What Makes a Good Customer Success Manager? Persuasion Skills.

Management 90

Management Upselling Coaching Best practices 90

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

SmartKarrot

NOVEMBER 24, 2021

It would help if you shifted your attention from being product-centric to customer-centric. . Customer-centricity is the key to comprehending where your customers are heading and how you can meet your customers at different journey points whenever required? . The concept of customer-centric thinking.

Customer centricity 10

Customer centricity Education Customer retention Upselling 10

Pointillist

MARCH 20, 2020

By Stephanie Ventura Customer-centric enterprises are increasing their investment in technologies that enable teams to measure and improve CX, while achieving key business outcomes such as maximizing customer lifetime value, reducing costs and more. But, too often, customer data is locked in silos.

Analytics 70

Analytics Upselling Interactive Voice Response Banking 70

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. For many startup companies, the renewal process usually begins with the personnel in charge of the account reaching out to customers to start the renewal conversation.

SaaS 98

SaaS Customer centricity Accountability Education 98

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. In this way, accountability is ensured and a clear point of contact is provided.

Surveys 83

Surveys Feedback Banking Best practices 83

CustomerSuccessBox

MARCH 21, 2022

Should be aware of how a customer experience can enhance the ability to sell more. How does it help the customer success team to upsell? In building a great system, it’s crucial to listen to what customers are saying. Holds accountable for driving partnerships with all the leaders. A person who listens!

Chief Customer Officer 52

Chief Customer Officer Customer centricity Metrics Accountability 52

JustCall

APRIL 5, 2023

What is customer success software, and why use it? Customer Onboarding The process of customer onboarding is carried out to make new users comfortable with the product. As a part of this process, the customer success manager: Organizes welcome emails Sets up their account Resolves queries, etc.

Management 52

Management CRM Analytics Customer retention 52

GetFeedback

MAY 9, 2019

Stage 4 —O perationalize: You begin to re-design your company’s operational processes based on customer insight and other customer experience metrics. Stage 5 — Align: Being customer-centric is the norm in your company at this stage. Employee experience: Happy employees cultivate happy customers.

Customer Experience 134

Customer Experience Metrics Journey mapping Feedback 134

Playvox

SEPTEMBER 30, 2022

A 2022 Salesforce report showed that 88% of both consumers and business buyers said their experience mattered as much as a company’s products did, making your team a critical part of the customer experience — and customer retention. Your team also builds revenue through cross-selling and upselling.

Customer Support 67

Customer Support Contact Center Upselling Customer centricity 67

ChurnZero

APRIL 5, 2019

If a customer isn’t engaging in upselling, they are often heading towards churn. Often times , they are teetering on the edge of renewal or cancellation and may end up as a churn ed account. As long as you’re going a good job, retention is not as much of a concern with new er clients. SuccessHacker.

Customer centricity 40

Customer centricity Upselling Accountability Customer retention 40

JustCall

MARCH 28, 2023

Agile Methodologies in Customer Service Integrating agile methodologies into customer support teams can make them more accountable for business outcomes. This shift emphasizes the value of understanding customers’ evolving needs, delivering personalized experiences, and ensuring continuous satisfaction.

Customer Service 52

Customer Service Chatbots Analytics Upselling 52

CSM Practice

SEPTEMBER 15, 2019

However, customer success extends to driving long-term customer lifetime value through various processes and operations. In customer success , we could classify the goal of maximizing value into monetized and non-monetized value. Ensuring customer success will require turning the entire business around to be customer-centric.

Accountability 45

Accountability Consulting Consulting Upselling 45

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. They trust your brand and are more likely to spread word-of-mouth advertising or accept an upsell.

Customer centricity 85

Customer centricity Education Upselling Advertising 85

SmartKarrot

JANUARY 20, 2023

Role: Customer Success Lead Location: Remote, Switzerland Organization: Earny Switzerland As a Customer Success Lead, you will take charge of user requests & improve the payroll application and user experience. You will bring precise and fast answers to customers on all contact channels (emails, phone, etc).

Government 19

Government Upselling Accountability Customer centricity 19

aircall

FEBRUARY 5, 2021

It costs more to get new customers than to retain existing customers. Knowing this should encourage your company to place a heavier focus on customer retention. . This typically starts on how to provide a good customer experience in alignment with both the customer’s and businesses needs.

Call Center 62

Call Center Average Handle Time call center software CRM 62

SmartKarrot

AUGUST 17, 2022

Role: VP of Customer Success Location: Remote, Dallas, TX, US Organization: Textio As a VP of Customer Success, you will be leading, rapidly growing, and coaching team members by setting the strategy and prioritizing the organizational goals. Manage all customer subscriptions to ensure high retention and mitigate churn risk.

Education 19

Education Upselling Customer centricity Coaching 19

Education Services Group

JULY 5, 2022

Customer centricity needs to be a cross-departmental philosophy. Despite the many differences in circumstances of my fellow conference-goers, there is one theme that consistently rings true: focus on the customer. So, why is true Customer Success so difficult to achieve in practice? This isn’t just a job for CS.

SaaS 52

SaaS Customer centricity Best practices Upselling 52

Pointillist

MARCH 20, 2019

An analysis of this index showed that the biggest companies in certain industries can earn up to hundreds of millions of dollars in incremental revenue for every one point of increase in Forrester’s Customer Experience Index (CX Index ). Use your key customer satisfaction metric (NPS, CSAT or another) for this calculation.

Customer Experience 59

Customer Experience Banking Metrics Analytics 59

Lumoa

NOVEMBER 29, 2021

The probability of selling to a new prospect is 5-20%, while the probability of selling to an existing customer is 60-70% according to Marketing Metrics. Murphy & Murphy estimate that a 2% increase in customer retention has the same effect on profits as cutting the costs by 10%. To do this, build hypotheses.

Customer Experience 103

Customer Experience Metrics Feedback Banking 103

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.

Customer Experience 52

Customer Experience Chatbots Customer retention Feedback 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

SmartKarrot

APRIL 6, 2021

Is it revenue- if yes, work around customer retention and expansion revenue. Have case studies that include the benefits of customer success. How they achieved account growth? Did the retention percentage improve? Positioning the customer success software for each C-level executive is important.

Chief Customer Officer 18

Chief Customer Officer Customer retention Upselling CRM 18

SmartKarrot

DECEMBER 22, 2020

It is essentially an experience the customer feels from the time they log in to the time they quit using the product. Since product-led growth is touted to be the most sustainable way to propel customer retention, product experience has assumed new importance. Customers like trying products to get aware of how they work.

Upselling 10

Upselling Customer retention Customer centricity Analytics 10

Totango

MAY 1, 2020

Retaining existing customers is especially important during uncertain economic times, when fewer new customers may be signing on with your service. That’s why customer retention management software is a vital component of your retention strategy. What Are the Benefits of Customer Retention Management Software?

Customer retention 62

Customer retention Management Enterprise Upselling 62

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. Annette Franz.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

SmartKarrot

JUNE 16, 2021

Apply here: [link] Role: Director of Customer Success Location: Remote, Montclair, NJ, US Organization: LifeHikes® As a Director of Customer Success, you will lead and scale a?global?customer-centric?support customer-centric?support to optimize all phases of the customer journey. support strategy?to departments?to

Upselling 10

Upselling Accountability Customer centricity Coaching 10

ChurnZero

MARCH 22, 2019

We also had You Mon Tsang, CEO and Founder of ChurnZero share tried and true ways to improve customer retention. But then over time with Customer Marketing and Customer Success, people love to use Slack and then all of a sudden, it’s expanding. So, the initial sale is very small, and all the sale is upsell.

Customer retention 61

Customer retention Upselling SaaS Customer centricity 61