CSM Practice

APRIL 13, 2021

The job is crucial for the company since they have to value customer concerns about the product or services and communicate them to the company. A customer success manager is responsible for various core functions such as customer retention and expansion selling ; hence, they should be vigorous in customer handling skills.

Management 52

Management Customer retention Upselling Accountability 52

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

Lumoa

JULY 10, 2018

It is not too difficult to listen to the customer. Companies receive real time feedback in massive volumes, if they only start listening to their customers. As a leader, you often know what your customers think about your products and services, and where are the key improvement areas. Ask your customers!

Customer Experience 121

Customer Experience Metrics Banking Feedback 121

Transparent BPO

AUGUST 20, 2019

Understand Customer Wants A whitepaper from West Monroe Partners — Turning the Contact Center Into a Profit Center in the Digital Age — says, “Understanding what your customers want is the first step to elevating the customer’s voice within your organization.” Free guide shows you how.

Contact Center 69

Contact Center outsourcing Surveys Call flow 69

delighted

MARCH 4, 2020

Customer Experience Management proactively solves customers’ problems before they decide to stop doing business with your brand and eventually churn. This benefits not just your customers, but your company culture as well. Internal feedback will start to surface from each department on how improvements can be made.

Customer Experience 52

Customer Experience Management Journey mapping Surveys 52

SmartKarrot

DECEMBER 22, 2020

Optimizing for value is when customers feel that the expected value is reached. This sets the stage for upsells or increased selling. 4 Ways to Increase Customer lifetime Value. Customer Feedback. Customer feedback is the pillar of customer success. Value optimization.

Metrics 10

Metrics Upselling SaaS Customer retention 10

ChurnZero

MARCH 22, 2019

To better understand the impact, we had Rob Belcher, Managing Director at SaaS Capital share benchmarking data from their eighth annual survey of private B2B SaaS companies. We also had You Mon Tsang, CEO and Founder of ChurnZero share tried and true ways to improve customer retention. So here, it’s really all about new sales.

Customer retention 61

Customer retention Upselling SaaS Customer centricity 61

SmartKarrot

JUNE 1, 2021

Responsible for managing the portfolio of existing and future customers across the region. Act as the internal advocate for customer success and business requirement fulfilment. Analyse customer data and usage metrics in order to provide insight against industry benchmarks, identify process improvements and drive change.

Best practices 10

Best practices Finance Benchmark Upselling 10

delighted

MARCH 4, 2020

Customer Experience Management proactively solves customers’ problems before they decide to stop doing business with your brand and eventually churn. This benefits not just your customers, but your company culture as well. “Being customer-first does not mean being company-second – it means being company-also.”

Customer Experience 44

Customer Experience Management Journey mapping Surveys 44

SmartKarrot

APRIL 23, 2020

There are various other names for customer success manager being used in the industry like Customer Success Engineer, Sales Manager, Customer Success Specialist, others. SaaS vendors faced a problem of customer churn and to retain customers this initiative of CSM took birth.

Management 10

Management Complaint resolution Customer retention Engineering 10

Totango

JUNE 24, 2022

At the same time, the distinctive nature of SaaS offers unique advantages for customer success management, including the ability to engage customers digitally, the technological means to automate successful results, and opportunities to leverage customer feedback. Conversion from freemium to paying customer.

Best practices 102

Best practices SaaS Journey mapping B2C 102

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. Needless to say, customer retention is the core value for the growth of any business. Post-chat survey feedback. Let’s dive in!

Surveys 148

Surveys Benchmark Feedback Sales 148

CustomerSuccessBox

JULY 19, 2021

What Saas businesses do not realize is that excelling in Customer Success (CS) can be a key component to low churn rates and successful business growth. Hence, Customer Success Management together with a solid strategy results in a decreased customer churn, increased upsell opportunities, and renewals. Source: Forbes.

SaaS 52

SaaS Customer retention Surveys Chatbots 52

JustCall

DECEMBER 24, 2022

The bar is raised so high that roughly 61% of customers would switch to another brand after a single bad customer service experience! In simple words, customers don’t give second chances. As such, it comes as no surprise that 56% of businesses aim to drive better customer service experiences. Forge Emotional Connections.

Best practices 52

Best practices Customer Service Customer centricity Self service 52

CustomerSuccessBox

NOVEMBER 23, 2021

The more the customer buys a product or service, the more they will be rewarded. You can be more original by inviting your most loyal customers to private parties or to test a product in preview. Customer retention through loyalty programs is a win-win initiative. Upsell rate. Satisfaction surveys. Loyalty rate.

Brand ambassadors 52

Brand ambassadors Upselling Construction Surveys 52

Babelforce

AUGUST 13, 2020

Strong areas of focus include upselling, reduced acquisition costs and customer loyalty. CRM stands for Customer Relationship Management. That can mean one of two different things: CRM is a strategy for improving how a business relates to current or potential customers. What is CRM?

CRM 52

CRM Contact Center Upselling Customer retention 52

Amity

OCTOBER 23, 2018

However, if you have fewer customers who are only on annual contracts and who you upsell and cross-sell to, you would want to keep a closer eye on Net Revenue Churn. This really depends on your industry so you want to familiarize yourself with industry benchmarks. Have they submitted product feedback.

Metrics 76

Metrics Best practices Customer retention SaaS 76

SmartKarrot

JUNE 13, 2022

Customers will be retained if they are happy with the product, team, execution, and overall experience. However, keeping certain pointers in mind is necessary while retaining customers. Despite knowing how cost-effective customer retention is, very few businesses look to address all customer concerns.

Customer retention 10

Customer retention Metrics Benchmark Upselling 10

SmartKarrot

OCTOBER 12, 2022

This should be made clear in pre-sale conversations with customers. Account managers do this by cross-selling or upselling more products to existing customers. Research consistently shows that keeping and selling current customers yields a higher return on investment (ROI) than finding new clients.

B2B 10

B2B Accountability Brand ambassadors Customer advocacy 10

SmartKarrot

AUGUST 23, 2022

A net promoter score is a tool used by many organizations to present a picture of the growth potential and customer feedback. Other sources of customer feedback include social media, review sites, and customer interviews. What is the average Net Promoter Score? They can share what they liked and did not.

B2B 10

B2B SaaS Metrics Surveys 10

Comm100

OCTOBER 11, 2017

Social media can work just as well as call centers to upsell products or capture service-to-sales opportunities, and in this respect, it offers additional opportunities that aren’t possible via traditional phone calls. Better Customer Retention. When your customers are satisfied, they’ll return to your company for more.

Customer Service 46

Customer Service Customer Care Morale Marketing 46

Comm100

FEBRUARY 5, 2018

The beauty of virtual spaces is not only the establishment of a different, more customer-centric corporate culture: customers’ footprints are now easier than ever to map and transform into revenue. Feedback is easier than ever to collect, and customer demands (although ever-growing) are becoming easier to identify and meet.

CRM 48

CRM Marketing Multichannel Self service 48