ChurnZero

AUGUST 11, 2020

Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? Customer retention, along with new customer acquisition, has been challenging for most companies when the pandemic hit. This is shocking. The second quarter of 2020 was chaotic.

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers. Incorporate customer feedback.

Customer retention 84

Customer retention Journey mapping Benchmark SaaS 84

Global Response

MARCH 13, 2024

Creating a seamless, personalized customer experience (CX) is one of the most crucial investments businesses can make today. It distinguishes you from competitors, fosters customer loyalty, and, ultimately, determines business success. Choose one that will drive customer satisfaction and contribute to business growth.

outsourcing 62

outsourcing Best practices Feedback Customer retention 62

CSM Magazine

AUGUST 31, 2023

Being courteous and polite is not only good for the customer, but it can also help improve the call center’s reputation and customer satisfaction. Personalization A personalized experience is one of the best ways to enhance customer experience through inbound call centers.

Call Center 52

Call Center Customer Experience Upselling Scripts 52

TeleDirect

DECEMBER 14, 2023

There was a time when outbound call centers consisted of a person calling phone number after phone number in search of that one lead. In essence, they exist to increase sales, ensure customer retention and promote your brand. What are the best practices for outbound calling? So, what is outbound call , exactly?

Business Process Outsourcing 62

Business Process Outsourcing Telemarketing Call Center Best practices 62

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? For example, you can have a different playbook script for customers with low satisfaction scores versus those with high satisfaction scores. Track metrics measuring customer success.

SaaS 86

SaaS Upselling Best practices Customer retention 86

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

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Chase Clemons, Head of Customer Support at 37 Signals. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Totango

JUNE 4, 2021

We’ll show you how to multiply opportunities for engagement through strategies such as personalization, in-app messaging, customized promotions and loyalty programs. By combining technology with best practices, you can maximize interaction with your clients and build brand loyalty. Reward Customer Loyalty.

B2C 62

B2C Upselling Journey mapping B2B 62

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

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

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

Totango

DECEMBER 21, 2021

The actions you take to reach out to customers at these critical moments influence the quality of their experience and their decision whether or not to continue using your product. With this in mind, let’s look at six key points where automated messages can enhance your customer experience at defining moments in their journey.

Management 105

Management Best practices Upselling Accountability 105

Totango

AUGUST 18, 2022

Client onboarding procedures typically cover steps such as: Welcoming new customers. Personalizing dashboard interfaces. Guiding customers through how to use basic features. Describing where to access self-service and customer support tools. Invest in customer success software to optimize your customer success workflow.

Journey mapping 92

Journey mapping SaaS Upselling Enterprise 92

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

Netomi

FEBRUARY 21, 2024

These AI-powered tools are revolutionizing how hotels and travel agencies interact with their guests, offering convenience, speed, and personalized service. As 90% of customers rate immediate responses as important or higher when they have a question, speed and accuracy are of greatest importance.

Chatbots 40

Chatbots Upselling Feedback Personalization 40

ChurnZero

NOVEMBER 4, 2022

You’re not going to say that person’s fantastic because they do good work, they put in long hours, and there’s a lot of face time,” says You Mon. Customer Success leaders will be judged on their ability to bounce back. As CS people, it’s in our DNA to deliver value to customers.

SaaS 98

SaaS Customer centricity Finance Best practices 98

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

Totango

AUGUST 27, 2019

Customer lifetime value is the net profit acquired from a customer throughout a company’s relationship with them. The easiest way to calculate CLV is to multiply the annual profit gained from a customer by the average length of time of customer retention. This means different things depending on your customer.

Upselling 61

Upselling Education Best practices Customer centricity 61

JustCall

MARCH 9, 2023

This also includes creating an in-depth knowledge hub full of how-to tutorials, guides, and ebooks with best practices and company policies clearly outlined. A mere 5% increase in customer retention can boost profits by more than 25%! What is the importance of customer service?

Customer Service 40

Customer Service Customer retention Upselling Advertising 40

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

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

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. Your customer will value your dedication and equate their success to yours. Initiate Upsells and Cross-sells. Final Take.

Best practices 10

Best practices SaaS Accountability Management 10

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

Totango

OCTOBER 25, 2022

VP of Customer Success : This person oversees the development and implementation of CS strategies, manages the existing customer base, and handles the management and growth of the CS team. Customer success job titles for the same functions also may vary from one company’s customer success department structure to another.

Best practices 93

Best practices Chief Customer Officer Customer centricity Sales 93

CustomerSuccessBox

NOVEMBER 2, 2021

Even though the product can be self-served, personalized product guides or product walkthroughs are a must. The customers need to be handheld wherever it’s required and timely training by CSMs needs to be given to them. A dedicated CSM needs to be assigned to customers. You can keep your customers satisfied this way.

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. This allows you to deliver personalized success outcomes.

Best practices 102

Best practices SaaS Journey mapping B2C 102

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

TeamSupport

APRIL 26, 2019

Both are an invaluable component of the customer experience. Offer personalized services. Personalization is transforming the way that customer service professionals create their strategies. As the customer experience has shifted, so have customer service best practices. Key Takeaways.

Customer Service 55

Customer Service B2B B2C Upselling 55

ChurnZero

DECEMBER 29, 2020

Customer Success teams (and their customers alike) feel the pain of conducting QBRs dictated by a now seemingly arbitrary timeframe and requisite. In this article, we question the “Q” in QBR and if Customer Success teams are blindly following a best practice that may no longer be relevant to their customers’ success.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

NobelBiz

FEBRUARY 14, 2023

In a contact center, facilitate managing the large volume of daily customer interactions by using essential CRM strategies. CRM software enables contact centers to easily store and access customer information such as purchase history and contact details. It predicts the net profit attributed to a customer’s future relationship.

CRM 52

CRM Contact Center Metrics Benchmark 52

ChurnZero

DECEMBER 14, 2018

A: The moment I am least proud of is the first time I tried to scale our Customer Success team from a 1-person jack-of-all-trades to a team. I learned a lot of valuable lessons from the experience, such as what to look for in a successful Customer Success hire, how to be an effective manager, and set clear goals.

Upselling 45

Upselling Best practices Education Customer retention 45

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. The Startup’s Guide to Customer Success: How to Champion the Customer at Your Company.

SaaS 69

SaaS Upselling Sales Customer emotions 69

ChurnZero

JULY 19, 2022

We’ll focus on Customer Success, process optimization, and personalization. . For example, rather than calculating conversions for all customers, you can measure conversions for a specific customer segment or subscription tier. Another tactic is to connect free trial downloads with personalized email drip campaigns.

SaaS 52

SaaS Feedback Personalization Upselling 52

JivoChat

AUGUST 18, 2021

Businesses that seek to improve customer experience (CX) are poised for success. This kind of customer-centric mentality can drive new business, boost customer retention rates, and create new benchmarks for goals. Customer experience comes into play along each step of the customer journey.

Customer Experience 52

Customer Experience Chatbots Customer retention Feedback 52

Education Services Group

MAY 23, 2022

In today’s world, in-person conferences resonate differently than they did pre-pandemic, and TSIA World Interact in Orlando, Florida was no exception. Who owns the renewal and upsell/cross-sell process? For the last two years, we’ve all mostly been talking heads, framed in front of fake beaches and aerial views of our favorite cities.

Upselling 52

Upselling Sales Marketing Management 52

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