CSM Practice

JUNE 6, 2020

Contrarily, SaaS companies who understand the importance of high renewals can grow stable revenue while delivering optimum value to their customers. The renewal rate metric also provides a quick overview of customer success team performance before in-depth analysis. Therefore, the recipe for more renewals is customer success.

Metrics 89

Metrics SaaS Accountability Upselling 89

CustomerSuccessBox

SEPTEMBER 20, 2021

Lincoln Murphy is a leading customer success consultant, keynote speaker, and author. He posts regularly on customer success, customer experience, and customer-centricity and is a Growth Consultant focused on Customer-centric Growth. Top reads: Managing Customer Success to Reduce Churn.

SaaS 64

SaaS Customer centricity B2B Best practices 64

CSM Magazine

DECEMBER 13, 2023

Lack of Real-Time Data Insight Addressing the need for real-time data insight is essential for timely and effective customer support. Here are some of call center security’s best practices that you can use: Invest in systems and tools to monitor and analyze customer interactions in real-time.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

JustCall

APRIL 3, 2023

Account management: The customer success team also manages customer accounts and ensures that they are getting the most value from your product or service. This includes tracking usage metrics and identifying areas where the customer can benefit from additional features or services.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

ChurnZero

DECEMBER 9, 2020

ESG delivers Customer Success as a Service® (CSaaS), and enables teams to build, operationalize and transform their CS organization. With their consulting expertise they have a lot of advice to offer on how to improve metrics and accomplish your ultimate goal of reducing churn and increased retention. Tri Tuns Blog. inSided Blog.

Consulting 98

Consulting Consulting Best practices Upselling 98

Global Response

MARCH 13, 2024

Market research and customer insights : CX outsourcing companies can also gather customer feedback, assess satisfaction levels, and provide insight into customer preferences and behaviors. Choose one that will drive customer satisfaction and contribute to business growth. Here are some best practices to keep in mind.

outsourcing 62

outsourcing Best practices Feedback Customer retention 62

ChurnZero

JULY 2, 2020

SaaS organizations aspire to be it, but many don’t know how to transform this highly touted phrase into a practical application. The challenges to becoming a customer-centric company are not easy to overcome alone. It takes a village to raise a customer-centric company. Bring them closer to client experiences.

Chief Customer Officer 98

Chief Customer Officer Customer centricity Best practices Metrics 98

CustomerSuccessBox

NOVEMBER 17, 2021

A major shift in the distribution model of software meant that SaaS metrics needed to evolve. NRR is the most widely used customer success metric. Net revenue retention is the impact your current customer has on your revenue. Your upsell revenue for the month is $1000. What is Net Revenue Retention?

Upselling 52

Upselling SaaS Metrics Accountability 52

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.

SaaS 86

SaaS Upselling Best practices Customer retention 86

ChurnZero

MAY 3, 2022

Across more than 30 playlists, you’ll discover everything you need to know about upsell, launching CS, customer training, CS careers, customer value management, retention and renewals , customer journey maps, health scores , segmentation , QBRs and much more. Start with: What is Customer Experience?

Journey mapping 52

Journey mapping Customer centricity SaaS Education 52

ChurnZero

NOVEMBER 4, 2022

To get a CEO’s perspective on the matter, ChurnZero’s You Mon Tsang joined ESG for a special CEO panel on “ The economy and Customer Success: The impact and what to do about it ,” with ‘nuffsaid’s Chris Hicken and Kapta’s Alex Raymond. Difficult conversations lead to deeper customer connections. Learn from three SaaS CEOs.

SaaS 98

SaaS Customer centricity Finance Best practices 98

Totango

JULY 24, 2020

Rather than—or along with—increasing your revenue base by pursuing new customers, you encourage current customers to expand their license agreement, purchase additional features, renew at a higher rate, or extend the use of your platform across their enterprise. 6 Ways to Drive Client Expansion. Show Value Quickly.

B2B 62

B2B Enterprise Best practices Upselling 62

ChurnZero

JANUARY 18, 2024

“Act as the voice of the customer within the organization, advocating for their needs and preferences during decision-making processes. Champion a customer-centric culture throughout the company.” Collaborate with marketing, sales, product development, and other departments to align customer needs with business objectives.

Chief Customer Officer 52

Chief Customer Officer SaaS Sales Upselling 52

TechSee

MAY 29, 2018

With clear ROI demonstrated almost immediately upon implementation, C-level decision-makers and call center management have turned to visual engagement as an important stepping stone on their journey towards providing a digital customer-centric experience. Best Practices in Visual Support. Higher agent engagement.

Contact Center 95

Contact Center Call Center Best practices Customer centricity 95

Totango

AUGUST 18, 2022

It also promotes higher product usage, increases the likelihood of upselling purchases and encourages customers to become enthusiastic brand advocates. Customer onboarding progress may be monitored through key performance indicators (KPIs) that reflect successfully completing onboarding steps.

Journey mapping 92

Journey mapping SaaS Upselling Enterprise 92

CSM Magazine

OCTOBER 12, 2022

Why not offer individual or group coaching sessions where you together review telephone interactions of frustrated customers with agents? Discuss with agents what they did well and isolate best practices. Typically, these include showing acknowledgement and empathy. Then, focus on the positive and the resolution. About Calabrio.

Coaching 52

Coaching Upselling Analytics Customer centricity 52

Totango

JUNE 25, 2019

The reality of the unique relationship you share with your customers is captured in the raw numbers your CS software gathers, detailing usage rates, demographics, logged interactions, voice of customer data, and other key metrics. This metric provides at-a-glance insight into a customer’s likelihood to renew.

Upselling 49

Upselling Enterprise Metrics Customer centricity 49

Call Journey

JUNE 23, 2019

With the business landscape changing into a more customer-centric one, CCW provides the perfect venue to connect and learn about how our Voice Analytics solution can help transform today’s contact centers,” said Paul Humphrey, CEO of Call Journey. Understand Agent Performance and metrics. An exciting treat!

Engineering 40

Engineering Analytics Upselling Scripts 40

Call Journey

JUNE 23, 2019

With the business landscape changing into a more customer-centric one, CCW provides the perfect venue to connect and learn about how our Voice Analytics solution can help transform today’s contact centers,” said Paul Humphrey, CEO of Call Journey. Understand Agent Performance and metrics. An exciting treat!

Engineering 40

Engineering Analytics Upselling Scripts 40

Totango

MAY 21, 2019

In the customer-centric economy, retaining current customers is a top priority. Not only are new customers expensive to win over, but loyal customers are more valuable in the long run. They trust your brand and are more likely to spread word-of-mouth advertising or accept an upsell.

Customer centricity 85

Customer centricity Education Upselling Advertising 85

Lumoa

AUGUST 8, 2023

According to Gartner research, leveraging the data obtained from direct customer feedback can increase the chances of upselling and cross-selling by 15-20%. This shows the tangible, bottom-line benefits of listening to your customers. Let’s dive into some best practices for interpreting and utilizing survey insights.

Surveys 83

Surveys Feedback Banking Best practices 83

ChurnZero

NOVEMBER 27, 2019

Top Five Customer SuccessCon Berkeley 2019 Takeaways. Last week ChurnZero sponsored Customer SuccessCon 2019 in Berkley, CA. The Customer SuccessCon event series provides an intimate setting to learn, share best practices and speak freely and openly about the current state of Customer Success. .

Chief Customer Officer 75

Chief Customer Officer SaaS Metrics Education 75

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

CSM Practice

JANUARY 13, 2021

Some of the renewal management challenges for many businesses include : Lack of a customer-centric approach. Too many customers for current headcount. In this blog, we’ll delve into the cause of these problems and highlight the mindset, strategies, and best practices to scale the renewal process effectively.

SaaS 98

SaaS Customer centricity Accountability Education 98

aircall

FEBRUARY 5, 2021

Knowing the purpose of your call center and evaluating call metrics will help you determine your call center’s needs. . As you recruit call center agents and evaluate their qualifications, you’ll want to ensure that they’re a good fit for the role of a sales representative or customer service representative. Being a good multitasker.

Call Center 62

Call Center Average Handle Time call center software CRM 62

TeamSupport

APRIL 26, 2019

Many are turning to emerging technologies and processes, like the ones below, to develop customer-centric strategies. How to optimize the B2B customer experience for a competitive advantage. Personalization is transforming the way that customer service professionals create their strategies. Understand the customer.

Customer Service 55

Customer Service B2B B2C Upselling 55

Totango

JANUARY 10, 2019

What the Perfect Customer Engagement Platform Looks Like. Since your enterprise runs in a digital world that centers around customers, you need a platform that can help you adopt and operationalize customer centricity across every level of your organization. Does this sound like a tall order?

Enterprise 63

Enterprise SaaS CRM Upselling 63

ShepHyken

SEPTEMBER 7, 2023

How to train new CX processes Refining your current CX processes and training your team is crucial for developing a more customer-centric team culture and building a well-oiled machine. Customer onboarding Conduct role-playing sessions where teams act as both the customer and the onboarding specialist.

Customer centricity 334

Customer centricity B2C Feedback Upselling 334

SmartKarrot

FEBRUARY 10, 2022

Manage Customer Success activities and establish an overall vision and strategic plan. Measure the effectiveness of Customer Success by establishing, tracking, and evolving metrics, and expose subsets of those metrics to the exec team. Be outcome-oriented and metric-driven in your approach to making customers successful.

Education 19

Education Best practices Upselling B2B 19

SmartKarrot

MAY 13, 2022

Serve as a customer advocate internally while effectively collaborating across the organization with sales, production, content, marketing, and audience teams. Solve customer issues, handle customer escalations, find solutions, remove roadblocks. Managing a book of business, overseeing renewals and closing upsells.

Upselling 19

Upselling Customer centricity Best practices Accountability 19

CSM Practice

SEPTEMBER 15, 2019

However, customer success extends to driving long-term customer lifetime value through various processes and operations. The non-monetized value is maximized for improved all-around customer experience with your company. This metric should be used to evaluate all your departments and not just the customer success team.

Accountability 45

Accountability Consulting Consulting Upselling 45

Lumoa

JANUARY 31, 2023

Voice of the customer: where to start? Define Roles Set targets Collect customer feedback Analyze the feedback Act on the feedback Close the loop with the customers Enhance customer-centric culture Recommended reading on Customer experience Why do you need Customer Experience Management?

Customer Experience 176

Customer Experience Customer centricity Metrics Feedback 176

SmartKarrot

FEBRUARY 1, 2022

Oversee customer onboarding, strategic business reviews, success plans, contract renewals and upsell opportunities. Design, implement and champion new processes that span cross-functional teams and map to the optimal customer journey. Own metrics related to the successful onboarding, retention, and growth of Teampay customers.

Accountability 19

Accountability Healthcare Upselling Metrics 19

Totango

APRIL 24, 2020

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. Why Customer Retention Matters. The digitization of business has made customer retention the lifeblood of the Software-as-a-Service industry.

Best practices 83

Best practices Customer retention SaaS Enterprise 83

SmartKarrot

OCTOBER 2, 2023

By building a partnership rather than just a transactional relationship, you will increase customer loyalty and reduce churn rates. Monitoring Customer Health and Engagement To cut churn rates effectively, you need to monitor customer health and engagement continuously. Customer Success 3.0

Upselling 10

Upselling Customer centricity Feedback Metrics 10

SmartKarrot

AUGUST 16, 2021

Apply here: [link] Role: Customer Success Manager (B2B SaaS) Location: Remote, United Kingdom Organization: Attractions.io As a Customer Success Manager, you will become an Attractions.io Monitor and improve customer satisfaction and engagement metrics. Grow usage of BrightEdge within each account.

Accountability 19

Accountability Upselling B2B Customer centricity 19

SmartKarrot

APRIL 18, 2023

.”- Robert Half Scaling a customer success team is essential for Saas and technology companies to be able to successfully derive value to customers through their product and service offerings. According to a study by Harvard Business Review , increasing customer retention rates by 5%can increase business profits by 25% to 95%.

Upselling 10

Upselling Best practices CRM SaaS 10