Education Services Group

OCTOBER 31, 2023

Written by Colby Bock There are many posts and articles published by leaders in Customer Success that articulate an attempt to guide current and aspiring Customer Success Managers on their role. Technical Guidance : Although I know our products, sometimes I need that extra tech expertise to serve my customers better.

Best practices 52

Best practices Finance Upselling Customer retention 52

Totango

MARCH 19, 2021

Today’s SaaS customer journey re-envisions the customer’s experience as a circular flywheel, emphasizing the continuity between pre-sales and post-sales experience and between the way successful customer retention sets the stage for brand advocacy and the recruitment of new prospects.

Best practices 124

Best practices Customer retention Upselling SaaS 124

Totango

SEPTEMBER 20, 2022

First, we’ll define what customer enablement is. Then we’ll look at the benefits of customer enablement and how it mutually supports sales enablement strategies. Finally, we’ll share five top strategies and best practices you can use to get the most out of your customer enablement efforts.

B2B 82

B2B SaaS Education Brand ambassadors 82

Totango

FEBRUARY 9, 2024

Going back to our football example, net retention, or net revenue retention (NRR), takes on the role of the offense, orchestrating clever plays to score points by retaining existing customers while making strategic moves to gain additional yards (revenue). The post Gross Retention vs. Net Retention: What’s the Difference?

Upselling 108

Upselling Metrics Enterprise Best practices 108

ClientSuccess

FEBRUARY 22, 2023

Have you ever wondered about the difference between customer success and customer support? While both are important for ensuring customer satisfaction and retention, they have different objectives and approaches. Learn more about the role of customer success in your organization in this webinar.

First call resolution 70

First call resolution Best practices Upselling Education 70

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Brad Cleveland is a global expert in customer strategy and managemen t. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

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? Set well-defined goals leading to desired outcomes for each stage of your customer journey. Track metrics measuring customer success. Optimize customer onboarding. Onboarding.

SaaS 86

SaaS Upselling Best practices Customer retention 86

CustomerSuccessBox

JUNE 18, 2021

Customer success is important for SaaS businesses as they’re a constant voice of the customer for your business.CustomerSuccessBox builds the all-in-one solution for customer success that goes beyond just health scores and viewing portfolios. Customer Onboarding. Customer Onboarding- How to prevent drop offs.

SaaS 52

SaaS B2B Customer retention Upselling 52

Amity

FEBRUARY 24, 2016

Issue 77 - Customer Success Articles that are Certified Classics (Part 3). How do we decide which articles are Customer Success Classics? Well, to become certified classic, an article must be written well, easy to read, and most importantly, feature great content. Get your free Customer Success Hero shirt!

Upselling 48

Upselling SaaS Best practices Customer retention 48

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

Totango

MARCH 26, 2021

As the concept of the customer lifecycle has developed, understandings have changed under the influence of technology. If you search Google, you’re likely to find every other article giving a slightly different opinion. Some information is out-of-date, while some presentations give a partial perspective on the customer lifecycle.

SaaS 66

SaaS Best practices Upselling Education 66

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

MAY 17, 2021

Product engagement tells you how actively customers are using your product or platform. Tracking this alerts you to churn risks as well as upsell opportunities, empowering you to take appropriate action. A highly engaged customer may be in the market for an upsell offer. How Do You Measure Product Engagement?

Management 62

Management Upselling Metrics Accountability 62

Totango

JUNE 4, 2021

We’ll show you how to multiply opportunities for engagement through strategies such as personalization, in-app messaging, customized promotions and loyalty programs. By combining technology with best practices, you can maximize interaction with your clients and build brand loyalty. Reward Customer Loyalty.

B2C 62

B2C Upselling Journey mapping B2B 62

Totango

AUGUST 18, 2022

One way to tackle these challenges is to utilize a customer onboarding checklist for your CS team that delineates all of the targets that need to be hit during this stage of the customer journey. In this article, we’ll cover what you need to know to create an effective onboarding checklist.

Journey mapping 92

Journey mapping SaaS Upselling Enterprise 92

Totango

DECEMBER 21, 2021

The actions you take to reach out to customers at these critical moments influence the quality of their experience and their decision whether or not to continue using your product. With this in mind, let’s look at six key points where automated messages can enhance your customer experience at defining moments in their journey.

Management 105

Management Best practices Upselling Accountability 105

Totango

DECEMBER 28, 2020

Cisco sees customer experience as a key differentiator for the future of business because of its ability to impact customer retention and growth. Invest in the right customer success technology partner. Leverage the latest customer success best practices. Customer Success Is A Growth Strategy.

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Best practices Upselling Analytics Technology 79

CSM Magazine

AUGUST 31, 2023

It is important to show the customer that you understand their preferences and priorities. This will help build a relationship and could lead to opportunities for targeted or tailored upsells. Upsell or cross-sell : As mentioned, follow-up calls can be an opportunity to upsell or cross-sell additional products or services to customers.

Call Center 52

Call Center Customer Experience Upselling Scripts 52

Totango

AUGUST 23, 2022

By charting the points in your SaaS customers’ journeys, you can plan how to deliver clients’ desired outcomes and satisfying experiences that promote subscription renewals and higher revenue. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy.

B2B 115

B2B Journey mapping SaaS Engineering 115

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

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

Lumoa

AUGUST 8, 2023

By understanding the key insights hidden within your survey data, you can address specific customer concerns, tailor your products and services to meet their needs and stay ahead of the competition. This shows the tangible, bottom-line benefits of listening to your customers.

Surveys 83

Surveys Feedback Banking Best practices 83

ChurnZero

DECEMBER 29, 2020

9 Well-Meaning Yet Harmful Phrases to Avoid with Customers. This article is a roundup of the not-so-obvious phrases you should avoid saying to a customer no matter how well-intentioned or deserved. 9 Must-Have Integrations to Level Up Customer Success Software. 6 Dos and Don’ts for Improving Your Customer Onboarding.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

Totango

JULY 8, 2021

To move away from this pattern, we suggest organizations put in place an early customer warning system that enables their customer success team focus on proactive customer retention. Each such event should be associated with a default action to be followed, following your digital-first customer success strategy.

Upselling 65

Upselling Accountability Customer retention Metrics 65

CSM Magazine

JULY 22, 2021

Henry Spitzer, VP of Sales at Lusha explains how community building is a powerful and cost-effective way to increase retention by creating a central destination for users to find support, advice and best practices. Communities furthermore, lower service costs and dramatically affect retention and upsell.

Advertising 98

Advertising SaaS B2C Engineering 98

ChurnZero

FEBRUARY 4, 2022

Kristen Hayer, Founder and CEO of The Success League , has witnessed this communication friction from both sides through her past experience as a customer success leader and through her current work running a customer success consultancy. We cover: How does customer success work with investors? Customer retention.

Metrics 98

Metrics Consulting Consulting Best practices 98

Global Response

DECEMBER 21, 2022

This process ensures that your call center quality is stable and improving—which in turn will improve customer service and retention, sales, compliance and more. All of this has a direct impact on the bottom line: 89% of customers said a positive customer service experience “makes them more likely to make another purchase.”

Call Center 62

Call Center Outbound sales Feedback Best practices 62

CustomerSuccessBox

NOVEMBER 2, 2021

Christoph Janz, a SaaS enthusiast, and a Venture Capitalist had published a brilliant article way back in 2014. finding customer acquisition channels that are highly scalable, repeatable, and profitable. . So to answer this simply, the customer success here will be 100% tech. You can keep your customers satisfied this way.

SaaS 52

SaaS Customer retention Enterprise Accountability 52

Totango

JUNE 24, 2022

When data indicates a customer is experiencing dissatisfaction, CS teams can intervene with corrective automated or manual procedures. On the other hand, when data reflects high customer satisfaction, CS teams can extend upsell offers or referral invitations. Start with a SaaS Customer Journey Map.

Best practices 102

Best practices SaaS Journey mapping B2C 102

Totango

OCTOBER 25, 2022

Customer success job titles for the same functions also may vary from one company’s customer success department structure to another. . How to Structure a Customer Success Team: Four Best Practices. Customer success organizations will enjoy an optimal performance by following some established best practices.

Best practices 93

Best practices Chief Customer Officer Customer centricity Sales 93

Totango

NOVEMBER 3, 2021

It reflects both how enthusiastic customers are about your brand and how likely they are to recommend you to others. Here we’ll cover some best practices for getting the most out of your NPS surveys. Thus, NPS data provides valuable business insight into both customer brand advocacy and customer loyalty.

Best practices 96

Best practices Surveys Upselling Journey mapping 96

Totango

NOVEMBER 3, 2021

It reflects both how enthusiastic customers are about your brand and how likely they are to recommend you to others. Here we’ll cover some best practices for getting the most out of your NPS surveys. Thus, NPS data provides valuable business insight into both customer brand advocacy and customer loyalty.

Best practices 95

Best practices Surveys Upselling Journey mapping 95

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

NOVEMBER 3, 2021

It reflects both how enthusiastic customers are about your brand and how likely they are to recommend you to others. Here we’ll cover some best practices for getting the most out of your NPS surveys. Thus, NPS data provides valuable business insight into both customer brand advocacy and customer loyalty.

Best practices 93

Best practices Surveys Upselling Journey mapping 93

Education Services Group

SEPTEMBER 19, 2022

As my friend and colleague Sheik Ayube put it in his LinkedIn post (which inspired me to write this article), CS leaders must hold the line. Foster the health and growth of the customer base you currently have. Identify the root causes of churn for your customers and think up creative solutions. upsell, and cross-sell.

Upselling 52

Upselling Sales Marketing Technology 52

Education Services Group

FEBRUARY 1, 2023

On the subject of leveraging a data-driven cockpit in the digital and remote work age, they offer in this article a 99% confidence level that employing such a routine produces a significant, positive revenue impact.

Metrics 52

Metrics Construction Finance Upselling 52

Quality Contact Solutions

DECEMBER 31, 1969

it’s not enough for businesses to only grow their customer base, but to also retain the customers they have. Customer experience plays a critical role in customer retention. According to PricewaterhouseCoopers, customer experience is everything. Provide feedback that is actionable and specific.

Telemarketing 40

Telemarketing Upselling Coaching Feedback 40