Totango

MAY 6, 2021

What is customer retention ? We’ll discuss what customer retention means as a concept, as a strategy and as a metric. And we’ll offer an eight-step path to increasing customer retention by following best practices and leveraging the power of automation. What Is Customer Retention?

Customer retention 74

Customer retention Best practices Education Benchmark 74

Education Services Group

AUGUST 22, 2022

While I’ll focus on the Sales to CS handoff here, I believe these principles can be applied across multiple touchpoints and phases of the customer journey. Closing a deal is reason to celebrate for every Sales team! This transition lays the foundation for successful customer retention and growth. Sales and CSM, B.

Sales 52

Sales Customer retention Education Management 52

JustCall

NOVEMBER 24, 2022

Do you know that many sales reps don’t like to follow imposed instructions, and 2/3rds of all salespeople don’t follow a s ales process ? Salespeople must be creative, often adapting their selling techniques to a potential customer’s needs and sometimes whims. What is a Sales Process ? Sales is a numbers game.

Sales 52

Sales B2B Surveys CRM 52

Education Services Group

AUGUST 17, 2021

Drop a new CSM into an open spot on your team and they’ll be reacting to customer needs as well as they can. Educate that same CSM with deeper understanding of Customer Success and best practices and they’ll be a proactive, efficiency generating maniac! CSM backgrounds may vary. A roadmap for CSM success.

Education 98

Education Best practices Employee engagement Management 98

Totango

SEPTEMBER 22, 2023

CS, more than any other function, is positioned to be the driver of customer results and customer retention to fuel growth. CS has the multi-pronged connection with customers to understand and nurture their path to business outcomes—over time.

Enterprise 113

Enterprise Education Best practices Customer retention 113

aircall

MARCH 19, 2021

For some businesses, they use this customer data to gain unique insights to improve things like sales performance or the customer experience. Increase customer retention. Predict sales and marketing trends. There are four major types of customer data: 1. Common Pitfalls of Customer Data.

Sales 62

Sales CRM Marketing Best practices 62

Education Services Group

MAY 15, 2023

If we’re looking at the beginning of the customer journey, one of the more crucial walls to break down is the one between Sales and Customer Success. Sales and Customer Success should work together. It all starts by building trust between CS and Sales before, during, and after the Sales to CS handoff.

Sales 52

Sales Customer Experience Accountability Management 52

Dialer 360

MARCH 22, 2023

The campaign is designed to promote a product or service, collect customer feedback, conduct market research, or gather other information. Businesses follow best practices to meet customer needs and improve sales. However, identify the customer pain points and offer an optimal solution to close more deals.

Call Center 26

Call Center Sales Healthcare Government 26

CustomerSuccessBox

JUNE 21, 2022

To help you, we have compiled a list of the top 8 strategies that will enable you to carry out customer onboarding at scale. 8 Best Strategies for Customer Onboarding at Scale. Well-defined Sales-to-Onboarding Handoff. Making a connection with the customer is essential before they’re onboarded. Customer Education.

Education 52

Education Customer retention Sales B2B 52

Education Services Group

MAY 25, 2018

If it were possible to just make one sale, stop there and have a “forever customer,” everyone would be a Customer Success (CS) pro. It requires relationship building, thoroughly understanding customer needs, advocating for their wants, and helping every customer — not just the largest — flourish in ways they never could alone.

Education 45

Education Journey mapping outsourcing Upselling 45

NobelBiz

APRIL 16, 2024

Build Customer Loyalty: When customers receive a seamless and personalized experience, they are more likely to become loyal advocates for your brand, driving more business and referrals. Training programs should be regularly updated to keep staff aware of new tools and strategies for customer engagement.

Contact Center 52

Contact Center CRM Call Center Best practices 52

360Connext

JANUARY 5, 2022

Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. You invited customers to co-create and validate what you learned. Imagine yourself a year from today.

Journey mapping 188

Journey mapping Customer Experience Education Feedback 188

Education Services Group

OCTOBER 31, 2023

Tear down that wall : Pave the way for me to build relationships with the sales teams and channel partners. They’re two of the secrets behind a seamless customer experience, which is a hallmark of companies with very high customer retention rates. I want access to customer information fast & through fewer systems.

Best practices 52

Best practices Finance Upselling Customer retention 52

Totango

MARCH 26, 2021

At one time, customer lifecycle models took a seller-centric perspective which split the pre-sales phase of the customer’s journey from the post-sales phase. A satisfying post-sales experience sets the stage for subscription renewals and referrals, laying a foundation for additional sales. Conversion.

SaaS 66

SaaS Best practices Upselling Education 66

Education Services Group

AUGUST 31, 2022

Speakers: Chris Singh , Chief Customer Officer, Blackbaud. . CCO of Blackbaud, Chris Singh, joined our VP of Customer Success, Peter Armaly for this month’s webinar, to discuss how to embrace the concept of the post-sale environment as an entire ecosystem. At Blackbaud, an example is we sell outcomes right at the point of sale.

Sales 52

Sales Chief Customer Officer Metrics Surveys 52

Totango

JULY 15, 2021

The COO may be tasked with managing a variety of issues for the company, including financial growth, development, sales, marketing, research and human resources. They are tasked with aligning all revenue-related tasks, such as pricing, sales, customer support, marketing and revenue management.

Chief Customer Officer 123

Chief Customer Officer Customer centricity Education Best practices 123

SmartKarrot

MARCH 17, 2022

While B2C loyalty programs are quite popular, B2B SaaS companies have to keep certain best practices in mind. B2B companies need to focus on driving revenue and sales while incentivizing existing loyal customers. Customer loyalty is the base of customer retention. Educate customers frequently.

Best practices 10

Best practices B2B B2C SaaS 10

Education Services Group

SEPTEMBER 29, 2020

As a sales leader in a thriving Customer Success marketplace, it pains me to see the dysfunction that often exists between these two power-house organizations. Political tug of war over revenue, CS cleaning up ‘bad-fit’ customers, sales running out of referenceable clients from less-than-ideal delivery scenarios.

Sales 52

Sales Benchmark B2B SaaS 52

CSM Practice

DECEMBER 19, 2021

Best practices for building a CS tech stack. Answer the following questions and you’d naturally find the best practice that suits your business. . Enhances overall customer experience. Boost sales and revenue. As you can see, your Customer Success process gets streamlined. Customer Support tool.

CRM 98

CRM Brand ambassadors Best practices SaaS 98

CSM Practice

AUGUST 24, 2020

Hiring CSM Practice for this strategy development initiative introduced Accent Technologies to key business efficiencies and significantly improved key sales and customer success metrics. Accent Technologies aimed to empower their customer success team in providing value to their customers. Improved net retention

Construction 52

Construction Best practices Upselling Sales 52

Education Services Group

OCTOBER 15, 2020

I’m excited to pair PES with NPS, then incorporate both into future Customer Success projects. Gary Gatio, Education Subscriber Experience Agent. He predicted that in the next 3-5 years, compensation between Customer Success and Sales will become close to equal. Justin Garlock, Customer Success Analyst.

Best practices 105

Best practices industry standards Customer centricity Sales 105

ChurnZero

JULY 7, 2020

Most people would say a great product or an aggressive marketing and sales strategy. Even though this is partly true, the reality is that happy customers make successful businesses. The better the service, and the more customer-centric your business is, the more likely it is to succeed. Educate Your Customers.

Customer Support 90

Customer Support Education Customer retention Feedback 90

Education Services Group

FEBRUARY 26, 2023

It involves informing and educating people across your organization about your vision for Customer Success and what it can do for the business. In order to enable our customers to realize the full value of their investment in us, we need a lot of other elements to come together. At ESG, we call it the CS roadshow.

Education 97

Education Sales Management Marketing 97

Education Services Group

DECEMBER 28, 2021

“After all, recent studies have found that at the end of 2020, Customer Experience overtook price and product as the key brand differentiator.”. One of the superpowers of Customer Success teams is their ability to amplify the efforts of other departments like Sales, Marketing, Product, and Support.

Education 52

Education Best practices Self service Customer Experience 52

Education Services Group

JANUARY 13, 2023

Because you’re only collecting a fraction of the revenue you once made on an initial sale, your incoming revenue numbers plummet. At the same time, the costs of investing in new capabilities (a brand-new Customer Success organization , for example) snowball. In short, you need to become a Customer Success evangelizer.

SaaS 52

SaaS Enterprise Best practices Sales 52

Method:CRM

MAY 1, 2023

CRM software keeps track of every customer interaction with your business, so you don’t have to. It gives you a convenient view of your interaction history in every stage of your sales funnel. It supports both you and your customers, as you can provide them with any information they request concerning their history with you.

CRM 93

CRM Customer Experience Self service Customer Support 93

ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. Staci Satterwhite, Chief Customer Officer, Khoros. Phillip Graham, Vice President of Customer Success & Partnerships, Hubb.

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. According to Gartner research, leveraging the data obtained from direct customer feedback can increase the chances of upselling and cross-selling by 15-20%.

Surveys 83

Surveys Feedback Banking Best practices 83

Education Services Group

OCTOBER 27, 2020

TSIA’s conferences are always jam-packed with best-practices, real-life examples, success stories, and lessons learned from some of technology’s biggest names. Quite eye-opening, I learned that 80% of B2B Sales interactions between suppliers and buyers will occur via digital channels by 2025.

Education 52

Education Best practices Journey mapping Analytics 52

CSM Practice

JANUARY 13, 2021

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. We’ll start with the basics and cover the different components of the renewal process, such as: The Customer. Best practices. Hiring and compensation.

SaaS 98

SaaS Customer centricity Accountability Education 98

ChurnZero

AUGUST 24, 2018

The webinar discussed the process and impact of the renewal from both the Customer Success and Finance point of view. Topics discussed included: • Processes that can help drive customer retention. The total financial impact of customer retention. Q: What are some best practices about asking for NPS.

Finance 61

Finance SaaS Education Customer retention 61

Education Services Group

MARCH 11, 2022

In my mind, these are largely self-inflicted wounds of the typical Customer Success function. Products that don’t reflect the needs of customers. Only a trickle of customer data flowing from Sales into Customer Success. CSMs struggling to get their customers to advance their success plans. Self-inflicted?!?

Personalization 52

Personalization Automotive Best practices Education 52

JustCall

APRIL 3, 2023

Client success is not just about solving the customer’s problems but also providing proactive support to help them get the most value from your product/service. According to data, “increasing customer retention rates by 5% increases profits by 25% to 95%.” What is customer success?

Upselling 52

Upselling Metrics Best practices Customer centricity 52

CSM Magazine

JUNE 22, 2023

Integrating high-quality data into their customer service strategies will help companies achieve their goals, including increased customer retention rates, improved brand reputation, and higher profitability. Supporting Sales and Marketing Initiatives Datasets also play a vital role in supporting sales and marketing initiatives.

Customer Service 52

Customer Service CRM Accountability Customer retention 52

OctopusTech

APRIL 7, 2022

A great customer onboarding process can solve both these issues as it will ensure provide a positive customer experience by improving your sales process and fulfilling the promises made by your product. This guide will help you know more about the customer onboarding process, its importance, and its best practices.

Best practices 62

Best practices Customer centricity Chatbots Education 62

360Connext

JANUARY 4, 2022

Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. You invited customers to co-create and validate what you learned. Imagine yourself a year from today.

Journey mapping 72

Journey mapping Customer Experience Education Feedback 72

Nicereply

NOVEMBER 21, 2023

When to Use: Post-purchase: Within 24 to 48 hours after purchase After customer service interaction: Right after a support ticket is resolved Post-onboarding: Once a user has completed the onboarding process Why They Matter: Transactional NPS surveys are excellent for understanding the customer’s feelings about a particular transaction.

Surveys 59

Surveys B2B Feedback Education 59