Totango

MARCH 10, 2020

Put simply, if you continuously deliver value, your customers will stay happy. Customer Experience as Value. Every customer that invests in your product is really investing in their own future. To do that, we can use these 5 customer experience tips: Turn Customer Hopes into Personal Goals.

Customer Experience 93

Customer Experience Upselling Feedback SaaS 93

Totango

JULY 5, 2022

In uncertain economic times, attracting new customers becomes exponentially harder as budgets get tighter and priorities shift. You need to be able to retain and scale your current customer base efficiently, with the current resources you have rather than adding more. . Make the Most of Upsell Opportunities.

Upselling 97

Upselling Accountability CRM Best practices 97

Tethr

AUGUST 27, 2020

The customer’s unadulterated perspective is the value VoC programs deliver, with the most worthy ones providing data to guide strategy. AI gives your voice of the customer programs the edge they need to make measurable change. Are you curious about how upsells, cross-sells, promotions and campaigns are impacting customer loyalty?

Enterprise 118

Enterprise Customer effort Upselling Call Center 118

Totango

JUNE 28, 2021

Giving prospects an opportunity to experience the benefits of the product. Creating opportunities for premium upsells. A key to motivating freemium users to upgrade is providing a satisfying experience of your free product marked by smooth onboarding, high engagement, and minimal support issues.

Upselling 89

Upselling SaaS Best practices Sales 89

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. Customer enablement empowers customers by giving them the resources they need to use your product successfully. This helps deliver more satisfying customer experiences , promoting customer renewals and referrals, which are critical to B2B SaaS businesses.

B2B 82

B2B SaaS Education Brand ambassadors 82

Totango

MAY 3, 2019

If you retain customers , they’ll spend far more than the price of their initial purchase over a lifetime. Plus, current customers are more likely to make major purchases or upsells. But the only way to cultivate this prized group is to form meaningful connections which increase customer engagement and loyalty.

Enterprise 78

Enterprise Upselling Feedback Advertising 78

Totango

NOVEMBER 23, 2021

They help you track data on where customers are in their customer journey and lifecycle, not just where they are in the sales cycle. They help you manage and optimize customer experience by delivering outcomes customers want. A solution to this issue is customer health score. Your Upsells Are Going Down.

Upselling 91

Upselling CRM Revenue potential Feedback 91

Totango

JULY 24, 2020

Client expansion is the bird-in-the-hand approach to B2B enterprise growth. The digitization of business has changed the way SaaS and subscription enterprises derive value from their customers and given rise to a mutually beneficial model. You cannot schedule an upsell engagement at a predetermined time in the customer journey.

B2B 62

B2B Enterprise Best practices Upselling 62

Totango

NOVEMBER 25, 2020

With the context provided by these data sets, your enterprise can make informed decisions on how to engage with customers in a personal, proactive manner. . Customer 360 enables you to measure success for both your customers and your business. Doesn’t leverage the latest best practices. Financial data.

CRM 107

CRM Upselling Metrics Accountability 107

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? Success playbooks can help you: Take a proactive approach to customer experience rather than reacting to support issues. Plan, analyze, and understand your customer lifecycle.

SaaS 86

SaaS Upselling Best practices Customer retention 86

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

DECEMBER 17, 2019

The ideal customer experience provides seamless, consistently high-quality support every step of the way. Customers often work with many different teams at your organization throughout the customer lifecycle. How to Develop a Customer Success Workflow .

Best practices 62

Best practices Enterprise Upselling Feedback 62

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

APRIL 4, 2024

I recently hosted a webinar with four leaders from our team to learn how they work together to bolster retention, expansion, and upsells as a truly unified CS and sales front. Pre-sale interactions are unbelievably crucial for setting the tone for the overall customer experience.

Sales 89

Sales Upselling Accountability SaaS 89

SmartKarrot

OCTOBER 5, 2023

Businesses today strive to get growth from existing accounts and, the role of Enterprise Account Management has come to the forefront in that regard. Designing and implementing the perfect playbook for managing large-scale clients is crucial to ensuring consistent customer experience and business growth.

Enterprise 10

Enterprise Accountability Management Upselling 10

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.

Best practices 79

Best practices Upselling Analytics Technology 79

Totango

DECEMBER 21, 2021

Building out customer success manager automation depends on the effective use of email and in-app messaging. Planning strategic emails at key milestones in your customer journey can help you deliver a smoother customer experience, yielding higher satisfaction and better retention rates. Onboarding Welcome Messages.

Management 105

Management Best practices Upselling Accountability 105

Totango

MARCH 26, 2021

Now that we have an idea of what the customer lifecycle is, let’s take a closer look at each of its stages and how best practices combined with technology can help optimize the customer experience in each stage. Use automation to implement best practices and assist struggling customers.

SaaS 66

SaaS Best practices Upselling Education 66

CustomerSuccessBox

FEBRUARY 28, 2022

But if you work out to retain existing ones and achieve a high net retention rate, this keeps away the need to acquire new customers. Because a net retention rate above 100% means you are excelling in receiving repeat purchases, upsells, cross-sells, and expansions. Which is the key customer retention metrics to track?-

SaaS 52

SaaS Best practices Enterprise Customer retention 52

Totango

AUGUST 11, 2021

The quality of your customers’ experience impacts satisfaction and retention. Here are 7 digital customer experience best practices. We’ll cover strategies for enhancing experience throughout your customer’s lifecycle, with an eye toward increasing retention. Incorporate Personalization.

Best practices 117

Best practices Customer Experience Upselling Interactive Voice Response 117

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

SEPTEMBER 17, 2021

It gives the individual user an opportunity to experience your product for themselves. It also gives you an opportunity to deliver them a data-driven, customized experience and demonstrate how your product meets their individual needs. Creates Upsell Opportunities. This approach is also user-centric.

SaaS 74

SaaS Best practices Upselling Journey mapping 74

Totango

AUGUST 23, 2022

Providing tutorial tips to answer customer questions and encourage greater product adoption. Delivering customer support. Resolving customer escalations or problems. Administering customer satisfaction surveys. Reminding customers to renew subscriptions. Making upsell offers. Customer support events.

B2B 115

B2B Journey mapping SaaS Engineering 115

Global Response

DECEMBER 2, 2022

High cost of running a seasonal call center It’s not cost-effective for a seasonal business to run an in-house call center because it means running a three or four month enterprise at the cost of a 12-month model. Preserving your intellectual capital Utilizing career customer service agents takes the guesswork out of recruiting.

Call Center 62

Call Center outsourcing Contact Center Upselling 62

Help Scout

MAY 27, 2021

While it’s true that both customer success and account management move your customers through their life cycles, they are focused on distinct aspects of the customer experience, and they have different strategies for supporting and guiding customers. Key components of account management.

Accountability 65

Accountability Management Upselling Education 65

TechSee

MAY 29, 2018

Reflecting on our experiences across multiple industries — from telecom to consumer electronics, insurance and utilities , we’ve compiled a series of Best Practices based on these implementations and their results. Best Practices in Visual Support.

Contact Center 95

Contact Center Call Center Best practices Customer centricity 95

Totango

APRIL 11, 2019

A customer success health score is a framework used to identify the status of your customers so you can quickly prioritize accounts. It is a powerful tool for capitalizing on potential upsell opportunities and preventing customer churn. How to Improve Your Customer Success Health Score. Properly Weigh Your Metrics.

Metrics 86

Metrics Upselling Accountability Enterprise 86

ChurnZero

JANUARY 18, 2024

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. Encourage cross-functional collaboration to deliver seamless customer experiences.”

Chief Customer Officer 52

Chief Customer Officer SaaS Sales Upselling 52

SmartKarrot

MARCH 20, 2023

Customer Success Manager Location: United States (Remote) Organization: Talentify.io As a Sr. Customer Success Manager, you’ll control the strategic and enterprise accounts’ post-sales customer experiences, including onboarding, product adoption, customer relationships & advocacy, renewal/expansion, and so on.

Upselling 19

Upselling Enterprise Technical Support Finance 19

Education Services Group

NOVEMBER 22, 2021

Because this score helps CS teams reliably assess the future state of a relationship with a given customer. With this information, companies can improve the way they interact with customers to build better relationships and a better customer experience. with your Customer Success content. 2. Industry.

Upselling 52

Upselling Metrics Enterprise Feedback 52

Totango

JUNE 25, 2019

Customer Success (CS) software helps your enterprise understand what matters to your customers. And what matters most to your customers should matter most to you. It all starts with knowing how to gather customer insights and properly leverage that data. . Personal: Behavioral data and demographics.

Upselling 49

Upselling Enterprise Metrics Customer centricity 49

Totango

DECEMBER 12, 2019

How to Manage the Customer Lifecycle. The customer journey stages reflect how a customer grows with your product and your brand. They define a clear way to track the customer experience, measure it against proven metrics, increase value, and reduce churn. . Optimizing the Customer Lifecycle Management Process.

Management 64

Management Enterprise Best practices Benchmark 64

Totango

JANUARY 29, 2021

Customer success management is the practice of systematically nurturing customer success through standard operating procedures that follow best practices. Why Do You Need Playbooks for Customer Success? With an improved customer experience, churn rates decrease, increasing retention.

Best practices 79

Best practices Benchmark Upselling Accountability 79

Totango

AUGUST 27, 2019

In today’s customer-centered economy, focusing on short-term customers is an outdated business model. Instead, enterprises must nurture every customer relationship to increase retention and customer lifetime value (CLV). . Customers should always feel heard and supported.

Upselling 61

Upselling Education Best practices Customer centricity 61

Callminer

SEPTEMBER 14, 2020

Learn more about how speech analytics can benefit your call center operation by downloading our white paper, 10 Ways Speech Analytics Empowers the Entire Enterprise. A business analyst can provide the following benefits for a call center: Improve customer service by determining what customers like or dislike. Michael Sena.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Netomi

MARCH 24, 2023

Customer service (CS) platforms have been adopting conversational AI at incredible rates as consumers expect a higher quality customer experience. Taking care of your contact agents’ workload and improving the quality of customer experience is critical.

Chatbots 52

Chatbots Abandon rate Contact Center Upselling 52

CustomerSuccessBox

NOVEMBER 2, 2021

In the x-axis you can see how many customers you need, for a given ARPA, to get to $100 million in annual revenues. Most of the biggest SaaS businesses grow by selling expensive subscriptions to large enterprises ” Christoph Janz. These big businesses are the customers belonging to the ‘elephant’ category having the ARPA > $100K!

SaaS 52

SaaS Customer retention Enterprise Accountability 52