Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers.

Customer retention 84

Customer retention Journey mapping Benchmark SaaS 84

JustCall

MAY 14, 2020

But the operation that is facing the most critical hit is – Customer Retention. Customer acquisition has become more difficult than ever. And businesses have shifted their focus towards Retention. But are you still sticking to the old-fashioned customer retention strategies?

Customer retention 52

Customer retention Journey mapping Education Feedback 52

JustCall

MAY 14, 2020

But the operation that is facing the most critical hit is – Customer Retention. Customer acquisition has become more difficult than ever. And businesses have shifted their focus towards Retention. But are you still sticking to the old-fashioned customer retention strategies?

Customer retention 52

Customer retention Journey mapping Education Feedback 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

CustomerSuccessBox

JULY 8, 2020

Customer Retention is key. We had Jay Nathan , Founding & Managing Partner, Customer Imperative and Andrew Marks , Founder, President and COO, SuccessHacker speak to Puneet Kataria , Founder & CEO, CustomerSuccessBox about the role of customer success in driving SaaS businesses during a lockdown. Consulting.

Customer retention 52

Customer retention SaaS Consulting Consulting 52

Nicereply

FEBRUARY 2, 2024

Customer Experience vs. Customer Service vs. Account Management While there are similarities with other customer-facing initiatives, you shouldn’t confuse customer success with other similar terms. Excellent customer service is crucial to the success of an organization.

Education 59

Education Accountability Customer retention Journey mapping 59

Global Response

JULY 3, 2023

But customer relationships are essential to your business. Good customer relationships can: increase customer retention and decrease churn grow Customer Lifetime Value improve customer loyalty increase average purchase value and frequency improve NPS scores and word-of-mouth referrals reduce CAC and more!

Call Center 62

Call Center outsourcing Customer centricity Upselling 62

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

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. Gather Feedback.

Journey mapping 105

Journey mapping Upselling Accountability Feedback 105

ChurnZero

FEBRUARY 14, 2023

Customer Success metric 2: customer retention rate Customer retention rates measure a company’s ability to retain customers. That seems obvious, but here again, there is more than one way to calculate the customer retention rate including: Logo retention rate.

Metrics 94

Metrics SaaS Customer retention Construction 94

Totango

AUGUST 23, 2022

Providing tutorial tips to answer customer questions and encourage greater product adoption. Delivering customer support. Resolving customer escalations or problems. Administering customer satisfaction surveys. Reminding customers to renew subscriptions. Making upsell offers. Customer support events.

B2B 115

B2B Journey mapping SaaS Engineering 115

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. Expansion of product usage through upsells.

SaaS 86

SaaS Upselling Best practices Customer retention 86

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

DECEMBER 3, 2020

CS professionals now attest that their bonus structures are tied to company performance, renewals, net retention, upsells, and account health. . They are becoming standard because companies are increasingly recognizing how CS technologies can reduce churn and generate revenue by improving the customer experience.

Upselling 64

Upselling Accountability Enterprise Metrics 64

ChurnZero

JUNE 24, 2020

. “A Little Less Conversation” by Elvis Presley, Junkie XL (For inspiring your customers to take action). “I Feel Good” by James Brown (For when that renewal/upsell contract comes through). “We are the Champions” by Queen (For all of your Champions across your customer accounts).

Upselling 64

Upselling SaaS Customer retention Surveys 64

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

SmartKarrot

AUGUST 31, 2023

Image Source According to Survey Sparrow, the top five companies in the market maintain a customer retention rate of 94%. If it is any indication, the secret to a thriving business is retaining key existing customers with consistent effort. What is Key Account Management? What is a Key Account Management Playbook?

Accountability 10

Accountability Management Upselling Customer retention 10

JustCall

APRIL 5, 2023

When implemented correctly, CSM can: Preserve and increase a company’s revenue Increase customer advocacy Drive profitability as well as growth More importantly, customer success software can seamlessly integrate with your company’s existing CRM/help desk/social media management software to provide an in-depth view of the customer.

Management 52

Management CRM Analytics Customer retention 52

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. In order to do so, you need to roll out NPS and customer satisfaction surveys and collect the reviews.

Management 52

Management Customer retention SaaS Customer advocacy 52

Totango

FEBRUARY 23, 2022

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. Here, we’ll show you how to create your path to customer success. First, we’ll define what a SaaS customer journey is, break it down into stages, and explain why mapping it out is important.

SaaS 110

SaaS Journey mapping Upselling Best practices 110

Totango

DECEMBER 21, 2021

For example, after a customer finishes setting up their profile, it may be appropriate to send them a tutorial with an introduction to your portal’s dashboard. Announcing new features to customers encourages more active user engagement and product adoption. It also can create an opportunity for upsell offers when applicable.

Management 105

Management Best practices Upselling Accountability 105

CSM Practice

APRIL 13, 2021

As a customer success manager, you have to connect with your customer over their triumphs and frustrations to develop a long-term relationship. Customer success managers often encounter obstacles and pressure in retaining and keeping numerous accounts. How to ensure that customers receive proper guidance?

Management 52

Management Customer retention Upselling Accountability 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%.” ” The math and learning are simple.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

Nicereply

MAY 11, 2020

Even if you can somehow start filling the bucket faster, you’re still losing valuable customers. Patching up the hole (or improving customer retention ) means keeping more customers in the business bucket. A 5% increase in customer retention increases business profits by 25%-95%. for new customers).

Customer retention 115

Customer retention SaaS Metrics Surveys 115

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

Transparent BPO

JUNE 19, 2019

Nearly three-quarters of the people surveyed for the report said customer service was an influencing factor in purchase decisions. Snapshot of insights from the Gladly report How Do These Trends Affect Customer Churn? New customers don’t spend as much as current customers, at least not a first.

outsourcing 95

outsourcing Call Center Contact Center Customer retention 95

ChurnZero

FEBRUARY 14, 2023

Customer Success metric 2: customer retention rate Customer retention rates measure a company’s ability to retain customers. That seems obvious, but here again, there is more than one way to calculate the customer retention rate including: Logo retention rate.

SaaS 52

SaaS Metrics Customer retention Construction 52

CSM Practice

SEPTEMBER 25, 2020

01:47 – Irit talks about the survey they did about the companies which reduced their forecast. 02:17 – Nick provides a context about Gainsight’s survey. 06:27 – Nick’s overview of cross-selling and upsell trends for existing customers. 08:27 – Irit’s survey about Pipeline Conversion and Subscriptions Model revenue impact.

Upselling 85

Upselling Surveys Chief Customer Officer Consulting 85

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%. Still, only partially convinced?

Customer Experience 103

Customer Experience Metrics Feedback Banking 103

Totango

JANUARY 4, 2019

The digital transformation of business, and the resulting rise of the customer-centered economy , must inform every action your customer success team takes. Now more than ever, winbacks, upsells, renewals, referrals, and feedback cannot be passive items on a checklist. Talk to your customers every way and any way you know how.

Customer centricity 79

Customer centricity SaaS Marketing Enterprise 79

Pointillist

MARCH 20, 2020

Customer Journey Analytics Example #3: Grow Revenue Acquiring high-value customers and upselling or cross-selling additional products and services to existing customers is an essential source of revenue growth for most enterprises. The key to success in both is to understand each customer’s unique journey context.

Analytics 70

Analytics Upselling Interactive Voice Response Banking 70

CustomerSuccessBox

MAY 18, 2022

Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022! A dedicated AI-powered customer success platform aiding SaaS firms to onboard, retain, upsell and drive MRR. And must say he delivers incredible insights on customer success and the blogs are worth the attention!

SaaS 52

SaaS Upselling Education Customer retention 52

Totango

MARCH 26, 2021

Tactical goals: Guide your customer through the onboarding process as smoothly as possible. Proactively assist customers who are having difficulty completing onboarding steps. Establish a relationship between your customer and their account manager. Resources: Guide to Customer Growth.

SaaS 66

SaaS Best practices Upselling Education 66

Nicereply

JUNE 18, 2020

Customer retention is the act of keeping customers engaged, creating customer advocates, and reducing churn before it happens. Imagine you never acquired another customer. Your sales team went home, and all you had left was your current group of customers. That’s where customer retention comes in.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

SmartKarrot

OCTOBER 3, 2022

Interact with other areas of their business to ensure customer success, such as Product and Engineering. Assist with client marketing correspondence (newsletters, campaigns, sales print materials, welcome packets, surveys, etc.). Work with Account Director on potential target client list and sales strategies.

Upselling 19

Upselling Coaching Best practices Consulting 19

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