Global Response

MARCH 13, 2024

Challenge #1: Understanding customer needs and expectations One of the primary challenges businesses face is understanding customers’ evolving needs and expectations. As customer behavior and preferences change, businesses must adapt quickly to meet these expectations. A growing business is a sign of success.

outsourcing 62

outsourcing Best practices Feedback Customer retention 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

TechSee

JUNE 16, 2022

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Chase Clemons, Head of Customer Support at 37 Signals. He also sits on the board of Directors for CSPN.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

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. Onboarding.

SaaS 86

SaaS Upselling Best practices Customer retention 86

CSM Magazine

AUGUST 31, 2023

Providing Quick Resolutions Customers expect their calls to be answered promptly and their queries to be resolved quickly. By ensuring this at your inbound call center, you will succeed in meeting their expectations. It is important to show the customer that you understand their preferences and priorities.

Call Center 52

Call Center Customer Experience Upselling Scripts 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%.” ” The math and learning are simple.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

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

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. Build a reputation as a thought leader by sharing content that meets your audience’s needs.

SaaS 66

SaaS Best practices Upselling Education 66

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

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. Participate in M&A [due] diligence and ultimate onboarding of acquired targets’ customer bases.”

Chief Customer Officer 52

Chief Customer Officer SaaS Sales Upselling 52

Totango

APRIL 24, 2020

In customer retention, every engagement counts. Rather, customer retention for SaaS enterprises is a result of the customer experience. 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.

Best practices 83

Best practices Customer retention SaaS Enterprise 83

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

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. With this, there is a three-step playbook that supported the customer journey scoring model: . Conduct an Annual Value Plan meeting.

Construction 52

Construction Best practices Upselling Sales 52

Totango

AUGUST 23, 2022

In terms of the customer lifecycle, touchpoints may occur at any point during an interaction with your brand, including: Pre-sales, starting with a prospect’s first marketing touch. During the sales process, including sales appointment scheduling, meetings and payment processes. Delivering customer support. Making upsell offers.

B2B 115

B2B Journey mapping SaaS Engineering 115

Global Response

DECEMBER 21, 2022

All of this has a direct impact on the bottom line: 89% of customers said a positive customer service experience “makes them more likely to make another purchase.” Increasing customer retention rates by even 5% can increase profits by anywhere from 25% – 95%. Of course—it’s never too late!

Call Center 62

Call Center Outbound sales Feedback Best practices 62

ChurnZero

NOVEMBER 4, 2022

With most businesses having gone partially, hybrid, or fully remote, You Mon recommends that all businesses adopt the mindset and best practices of a remote-first company to stay competitive. Customer Success leaders will be judged on their ability to bounce back. We’re making the customer’s life better.”.

SaaS 98

SaaS Customer centricity Finance Best practices 98

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

OCTOBER 22, 2019

This way, you can spot customers who stay within the onboarding period too long. You can also watch KPIs that indicate a customer is not seeing their desired value, such as infrequent use of specific features. . Goals to focus on: Meeting timelines to ensure onboarding progress stays on track. Currently onboarding customers .

Best practices 49

Best practices Customer advocacy Upselling Accountability 49

JustCall

MARCH 9, 2023

The writing is on the wall: Organizations need to laser-focus on improving their customer service efforts. Delivering exceptional customer service is not a one-time activity. Your customer service strategy must be customized and updated to meet the ever-changing needs of your users.

Customer Service 40

Customer Service Customer retention Upselling Advertising 40

SmartKarrot

JUNE 4, 2020

To achieve the following, you must need SaaS account management best practices. Here are 7 such practices that will fetch you a Zero Churn: Discover Account opportunities via Review meetings. This only can be possible if you discuss this one-on-one with your employees during a review meeting. Final Take.

Best practices 10

Best practices SaaS Accountability Management 10

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. Have you ever wondered what your investors are looking for in board meetings? In this article, we share Kristen’s best advice on how you can use metrics to reframe your customer stories, so they’re primed for investor engagement. Board meetings.

Metrics 98

Metrics Consulting Consulting Best practices 98

CustomerSuccessBox

NOVEMBER 2, 2021

Large enterprises require: a dedicated CSM, on-demand human training, custom configurations, 3rd party software integrations, etc. The review meetings (QBR/EBR) are conducted with the respective stakeholders to see if your customers: have got the value that they were promised, Are they getting value? No confusion here at all.

SaaS 52

SaaS Customer retention Enterprise Accountability 52

Totango

JUNE 24, 2022

When data indicates a customer is experiencing dissatisfaction, CS teams can intervene with corrective automated or manual procedures. On the other hand, when data reflects high customer satisfaction, CS teams can extend upsell offers or referral invitations. Start with a SaaS Customer Journey Map.

Best practices 102

Best practices SaaS Journey mapping B2C 102

Totango

OCTOBER 25, 2022

Customer Success Manager : A CSM works one-on-one with customers, guiding them through the customer journey and fostering a positive connection. They also advocate for customers’ business goals and anticipate how to meet them and how they will change over time. Build Customer Loyalty.

Best practices 93

Best practices Chief Customer Officer Customer centricity Sales 93

inmoment

MAY 12, 2020

Specifically, organizations should establish which feedback channels they rely on, which stakeholders are involved, and whether their current program is effectively helping them attain meaningful transformation or meet business goals. What program or business need would recruiting a CX partner help meet?

Upselling 59

Upselling Feedback Customer retention Customer Experience 59

SmartKarrot

MAY 28, 2020

In general, SaaS customer retention rates define the percentage of customers your company has retained for a given period. The rate of retention is the reverse or opposite side of the rate of churn, which designates the percentage of clients your company has lost for a specified time. .

Customer retention 10

Customer retention SaaS Upselling Analytics 10

Callminer

SEPTEMBER 14, 2020

They serve as a bridge between IT and other business functions, making data-driven recommendations that meet business requirements and improve processes while optimizing costs. Meet Our Panel of Business Analysts & Call Center Leaders: William Taylor. Customer retention is vital, and poor call centers do not retain customers.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Netomi

FEBRUARY 21, 2024

Post-departure, they assist in gathering feedback, managing follow-ups, and maintaining engagement, which is vital for customer retention. The airline achieved an impressive 87% resolution rate of customer issues with no human intervention. A notable case study is WestJet’s implementation of Netomi’s chatbot.

Chatbots 40

Chatbots Upselling Feedback Personalization 40

Education Services Group

JUNE 4, 2019

Furthermore, existing customers are more likely to become advocates for your brand to help attract new customers, more likely to spend on new products, and more likely to spend more on cross-sells and upsells. That’s why customer communication is so important. Create Events Where Prospects and Customers Can Mingle.

Marketing 53

Marketing Best practices Upselling Feedback 53

ChurnZero

JUNE 10, 2020

Across all industries, somewhere between 20%-70% of newly acquired customers will stop doing business with a company with their first 100 days of being a new customer because they feel neglected in the early stages of customer onboarding. Customer Success Around the Web.

SaaS 69

SaaS Upselling Sales Customer emotions 69

TeamSupport

APRIL 26, 2019

Personalization is transforming the way that customer service professionals create their strategies. As the customer experience has shifted, so have customer service best practices. Rather, it will provide service teams with an opportunity to foster more one-to-one connections with their customer base.

Customer Service 55

Customer Service B2B B2C Upselling 55

Education Services Group

MAY 23, 2022

There is something about meeting a new face from a company you haven’t heard of and uniting over kindred business obstacles that keep us from fully meeting our objectives, all in the spirit of sharing, uniting, and uplifting the industry—an initiative much easier to facilitate in person.

Upselling 52

Upselling Sales Marketing Management 52

ChurnZero

DECEMBER 14, 2018

The Student Success Manager executes on customization requirements, and specializes in meeting the needs of our platform users. This would involve a sizable upsell & significant revenue for our company. Q: In your opinion, what makes your company better at Customer Success than others in the market?

Upselling 45

Upselling Best practices Education Customer retention 45

SmartKarrot

FEBRUARY 23, 2023

Role: Senior Customer Success Executive Location: Seattle, WA, United States (On-site) Organization: Siteimprove As a Senior Customer Success Executive you’ll achieve and surpass the overall customer retention targets with the targeted clients.

Customer retention 19

Customer retention Upselling Accountability Best practices 19

SmartKarrot

OCTOBER 3, 2022

Role: Senior Director of Customer Success Location: Washington DC-Baltimore Area, US (Hybrid) Organization: TitanHouse As a Senior Director of Customer Success, you will establish and adhere to best practices in SaaS Customer Success. Recruit, hire, mentor and coach Customer Success team members.

Upselling 19

Upselling Coaching Best practices Consulting 19

CustomerSuccessBox

JANUARY 2, 2022

Customer’s intention behind purchasing the product. What does the customer care about? Some of the business goals that the customer wants to achieve. Apart from best practices, what other value-added services that you can offer? Understand your customer’s objectives better than the customer itself.

SaaS 52

SaaS Metrics Accountability Upselling 52

Education Services Group

JULY 5, 2022

Regardless of where on that spectrum attendees fell, we ended up with a big room full of people eagerly looking to meet other CS professionals after two years of primarily working from home, wondering “Does anybody else have this problem?”. There continues to be a battle in some organizations over who should own renewals or Customer Success.

SaaS 52

SaaS Customer centricity Best practices Upselling 52