SmartKarrot

AUGUST 2, 2023

Customer Success (CS) that focuses on boosting customer retention, loyalty, and overall business growth is a very important function for any customer-centric business. In this write-up, we are sharing a few valuable insights as to how a Customer Success leader should enable and empower their team.

Benchmark 10

Benchmark Customer retention SaaS Customer centricity 10

NobelBiz

FEBRUARY 14, 2023

Additionally, by using CRM to analyze customer data, contact centers can identify new sales opportunities and cross-selling and upselling opportunities. Improved decision-making Contact centers use CRM software to store and analyze customer data in order to identify patterns and trends in customer behavior.

CRM 52

CRM Contact Center Metrics Benchmark 52

Totango

AUGUST 18, 2022

This increases customer satisfaction, reduces the risk of refund requests and increases the likelihood of customers renewing their subscriptions rather than churning. It also promotes higher product usage, increases the likelihood of upselling purchases and encourages customers to become enthusiastic brand advocates.

Journey mapping 93

Journey mapping SaaS Upselling Enterprise 93

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. And that is the key to reducing customer churn.

Surveys 148

Surveys Benchmark Feedback Sales 148

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%. This is not something to be proud of.

Customer Experience 103

Customer Experience Metrics Feedback Banking 103

Education Services Group

SEPTEMBER 4, 2019

An easy way to think about leading indicators is as benchmarks you can use to measure your progress towards change. These are KPIs that are easy to influence but they tend to be more difficult to measure … net promoter score, customer engagement and customer satisfaction. Did reducing activation time increase retention?

Benchmark 45

Benchmark Upselling Metrics Management 45

SmartKarrot

FEBRUARY 4, 2021

Customer churn is bad. Customer retention is important for growth. Making your customers stick around for a while is recommended. To do that, there are a number of customer retention strategies. From this data, trends where churn can happen are received. S= number of customers to begin with.

Customer retention 10

Customer retention Analytics Benchmark Upselling 10

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. Essential Read: NPS Industry trends 2021.

Brand ambassadors 52

Brand ambassadors Upselling Construction Surveys 52

Amity

OCTOBER 23, 2018

On the negative side, if you have a high level of churn it can mean you are bleeding customers faster than you are gaining them. The result could be that you will run out of money if you don’t turn this trend around, even if your sales are showing a the so called hockey stick trajectory.

Metrics 76

Metrics Best practices Customer retention SaaS 76

ChurnZero

JULY 9, 2020

As part of the program’s launch, we laid out the tangible benefits for applying, which include: Extra PR – Winning an award opens doors to new business and new contacts as well as solidifies the choice for existing customers. Uncover Opportunities With Upsell Campaigns. Fulfill Your Customers If You Want to Retain Them.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

Lumoa

JULY 10, 2018

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%. This is not something to be proud of.

Customer Experience 121

Customer Experience Metrics Banking Feedback 121

Amity

FEBRUARY 2, 2016

The Best Customer Success Resources of 2016. Surely, you are staying up to date on the latest customer success trends – did someone say “customer marketing”? The Reason Why More Companies Are Using Customer Success Teams to Ensure Customer Lifetime Value. Let us know in the comments below.

SaaS 80

SaaS Education Customer retention Sales 80

SmartKarrot

FEBRUARY 2, 2022

This report shows how every CSM has performed every quarter on parameters like MRR, upsell, down-sell, new, or churn. You get an exact idea of how the revenue is flowing and where the trend is. NPS Trends. In SmartKarrot’s reporting feature, you can see the NPS trend and improve it. Expansion vs. Engagement Trend.

Accountability 10

Accountability Upselling Metrics Benchmark 10

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

Comm100

FEBRUARY 5, 2018

When pooled together, this information makes up a database of all the transactional, navigational, and support-based contact that a customer has had with a business, effectively summarizing that customer’s relationship with the company. It also gives companies the opportunity to upsell products, and convert leads.

CRM 49

CRM Marketing Multichannel Self service 49

SmartKarrot

JULY 27, 2020

Meeting other customer success professionals and building relationships in your city itself just got easier. Reddit – Customer success resources can instantly be shared across Reddit. This trending place is apt for you to find useful links and resources online. And how exactly is the customer success salary benchmarked?

SaaS 10

SaaS Chief Customer Officer Benchmark Customer retention 10

SmartKarrot

OCTOBER 28, 2022

The guiding principle of strategic account management is that your current customer base is your best source of future sales. Instead of focusing on upselling or cross-selling, strategic account management emphasizes collaboration and problem-solving. . The next benchmark may be established in collaboration with the client.

Accountability 10

Accountability Management Upselling B2B 10

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