Totango

MARCH 5, 2021

Second , you can use your current CRR as a baseline to set goals and benchmarks for improvement. Retaining customers is far less expensive than the cost of acquiring new ones and can bring growth in the form of upsells from current customers. A Positive Customer Retention Rate Leads to Renewals and Upsells.

Customer retention 88

Customer retention Upselling Enterprise Benchmark 88

Totango

JUNE 23, 2020

Regularly Survey Customers. Strong scores could encourage you to take action in the form of upsell, cross-sell, and expansion campaigns , or by developing a customer case study or asking the customer to speak at an event. Send NPS surveys to customers by segment. Regularly Survey Customers.

Best practices 62

Best practices Brand ambassadors Surveys Enterprise 62

ChurnZero

JULY 9, 2020

We send registrants a survey with a topic list and create the agenda using the highest-voted ideas. Celebrate (and Capitalize) on Success With Case Studies. Case studies are a mutually beneficial way to promote your product and your customer among interested audiences – so long as your features know their place in the story.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

ChurnZero

MARCH 31, 2023

Case studies have shown loyal customers spend more— up to six times more —over the customer lifetime. If the vendor has been smart enough to collect aggregate data about how its customers use the product or service, it can also offer useful benchmark metrics to bolster that guidance.” This isn’t merely a theory.

Benchmark 98

Benchmark B2B Accountability Consulting 98

ProProfs Blog

DECEMBER 21, 2020

Stable customer base results in higher referrals, improved upsell revenue and increased lifetime value (LTV) which further results in improved customer acquisition in future. Reducing customer churn is impossible if you don’t have access to the right insights to analyze and use as a benchmark. Post-chat survey feedback.

Surveys 148

Surveys Benchmark Feedback Sales 148

SmartKarrot

OCTOBER 12, 2022

Account managers do this by cross-selling or upselling more products to existing customers. A HubSpot survey of 752 businesses found that companies experiencing revenue growth are 21% more likely than those experiencing revenue stagnation to view client success as particularly important. Only sell if it makes sense.

B2B 10

B2B Accountability Brand ambassadors Customer advocacy 10

Fonolo

JUNE 9, 2014

Or how many opportunities to upsell a customer were missed because the customer support agent didn’t have the time to build a relationship with the customer? Here’s a great case study on a company that reduced abandonment rate: First Service Credit Union. longer) target answer times and stricter percentages.

Service level 96

Service level Call Center Abandon rate Metrics 96