Totango

JUNE 23, 2020

The COVID-19 pandemic has created uncertainty across the market and enterprises of all kinds are looking for a solid understanding of their customer base as they prepare for recovery. Five basic customer success best practices can help move the needle on your net promoter scores: Segment to Find Trends. Turn Data into Actions.

Best practices 62

Best practices Brand ambassadors Surveys Enterprise 62

Totango

JULY 29, 2022

Did you know that 70% of revenue in a subscription-based business comes from existing customer renewals and upsells? In order to ensure renewals and maximize upsell opportunities, it’s important to consistently provide value throughout the entire customer journey. Customer Expansion at its Core .

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Upselling Enterprise Accountability Metrics 112

Totango

MAY 10, 2022

In this blog, we’ll look at the essentials of a customer engagement strategy, particularly how to use it to engage enterprise clients. After considering what a customer engagement strategy is and its benefits, we’ll offer ten key tips for keeping enterprise executives and stakeholders engaged. Trials of upsell products.

Journey mapping 77

Journey mapping SaaS Enterprise B2B 77

Totango

MARCH 15, 2022

Putting the wrong person in a key position can make scaling counterproductive and undo the potential gains of growing your team. Craft a detailed profile of your ideal candidate, including both desired technical skills as well as soft skills and personal qualities needed to fill the role, such as active listening skills.

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Best practices Enterprise Upselling Scripts 96

Lumoa

APRIL 28, 2024

But how can you support your customers on all the different channels they reach out on and offer a personalized yet unified response? In your CX platform dashboard, you can see how your customers behave across all touchpoints and can personalize your interactions with them based on their behavior and preferences.

Feedback 83

Feedback Consulting Consulting Enterprise 83

Totango

JULY 5, 2022

Effective, personalized, digital communications help build and maintain connections with your customers that can weather any storm. Make the Most of Upsell Opportunities. Make the Most of Upsell Opportunities. Upsells are the result of the growth a customer has enjoyed because of your commitment to delivering lifetime value.

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Upselling Accountability CRM Best practices 98

Totango

MAY 17, 2022

Wondering what is the best CRM for B2B sales? Well we’re here to help with our guide to the best CRMs for both small businesses and enterprises in 2022. Delivery of crucial customer data to sales representatives to support higher closing rates and upsells. The Five Best CRMs for B2B Businesses in 2022.

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B2B Sales CRM Enterprise 80

Totango

AUGUST 16, 2022

Customer retention software automates best practices for maintaining clients, helping you deliver successful outcomes that inspire subscription renewals and repeat business. Here’s our guide to today’s best customer retention management software. Identifying customers in the market for upsell offers and referral invitations.

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Customer retention Upselling CRM SaaS 100

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. He also sits on the board of Directors for CSPN. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Totango

MAY 3, 2019

Plus, current customers are more likely to make major purchases or upsells. And by anticipating what kinds of assistance customers are going to need, you can offer more personalized service. You can encourage them to participate in community forums, on social platforms or even by holding in-person meet-ups.

Enterprise 79

Enterprise Upselling Feedback Advertising 79

Totango

NOVEMBER 25, 2020

To prevent these churn-centered scenarios , organizations are increasingly turning to platforms like Totango to engage customers on a personalized level that their rivals can’t match. . 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. .

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CRM Upselling Metrics Accountability 108

Totango

AUGUST 18, 2022

Personalizing dashboard interfaces. It also promotes higher product usage, increases the likelihood of upselling purchases and encourages customers to become enthusiastic brand advocates. Design and implement a digital engagement strategy that allows for personalized messages to be sent at scale using automation.

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Journey mapping SaaS Upselling Enterprise 93

Totango

OCTOBER 20, 2022

We’ll cover these below, along with five best practices to follow when bringing a new customer success manager aboard your team. Customer success managers are critical at SaaS companies, where they help deliver results that promote subscription renewals and upsells. What Is a Customer Success Manager (CSM)?

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Management Upselling Coaching Best practices 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. Create Personalized Offers. To do this, your business will need to: Show Value Quickly.

B2B 62

B2B Enterprise Best practices Upselling 62

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. Get Users’ Attention with In-product Messaging.

B2C 62

B2C Upselling Journey mapping B2B 62

Totango

MARCH 4, 2022

For B2B companies operating at scale, this may require more advanced use of technology to balance clients’ needs for personalized attention with companies’ needs to manage the limited availability of support personnel. On the other hand, customers with a high NPS score may receive an automated upsell invitation as part of their renewal offer.

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B2B Customer Service Interactive Voice Response B2C 92

Totango

SEPTEMBER 13, 2022

A customer success playbook is a set of best practices, key performance indicators, workflows, templates, and monitoring tools designed to ensure that clients achieve desired outcomes from using your product at each stage of their customer journey. Automate best practices that promote better customer experiences.

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SaaS Upselling Best practices Customer retention 87

Totango

FEBRUARY 23, 2022

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. Expansion : a satisfied customer increases their usage of your product and brand to include advanced features, upgrades, and upsells. To encourage desired outcomes at each stage, you can deploy automated best practices.

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SaaS Journey mapping Upselling Best practices 111

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. Moving parts in Enterprise Account Management Enterprise Account Management is the central function within organizations tasked with managing and growing revenue with existing customers.

Enterprise 10

Enterprise Accountability Management Upselling 10

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. She also encouraged collaborative conversations over the phone or in person rather than hiding behind texts and emails.

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Sales Upselling Accountability SaaS 89

Totango

DECEMBER 3, 2020

CS professionals now attest that their bonus structures are tied to company performance, renewals, net retention, upsells, and account health. . Account Health (Cited by 47% of Respondents): Customer health scores illustrate whether a client is ready for an upsell, at-risk of churning, or anywhere in between.

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Upselling Accountability Enterprise Metrics 64

Totango

DECEMBER 21, 2021

Using technology to trigger automated messages at these junctures enables you to ensure that best practices are followed, increasing customer satisfaction and the likelihood of customers deciding to renew. It also can create an opportunity for upsell offers when applicable. New Feature Announcements.

Management 106

Management Best practices Upselling Accountability 106

Totango

DECEMBER 12, 2019

Customers can experience escalation while they’re in the midst of renewal, or some circle back to onboarding due to an upsell. . These goals evolve with the needs of each customer, but there are best practices that you can employ to make the most of the customer lifecycle management process: . Collecting raw data isn’t enough.

Management 64

Management Enterprise Best practices Benchmark 64

Cincom

MAY 8, 2024

Truly personalized messaging powered by target audience differences demonstrates improvements in campaign effectiveness and customer satisfaction over time. Aggregated Customer Data and Distribution: CCM integrates customer data from various operational systems like CRM into communication templates to drive personalized messaging at scale.

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Best practices Metrics Education CRM 52

Totango

APRIL 11, 2019

It is a powerful tool for capitalizing on potential upsell opportunities and preventing customer churn. Combining such metrics across an account performance leaves you with the following display: Doing Well: The customer rates well against health indicators and you should consider value-add engagements such as upselling.

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Metrics Upselling Accountability Enterprise 87

ChurnZero

OCTOBER 1, 2022

In our webinar, “ Champion scalable and sustainable growth through the power of Customer Success ,” Valuize shares how top enterprises drive market-leading NRR by consistently discovering new value and expansion opportunities through CSQLs and seamless operations. Q: Should CSM roles close upsell deals? I have worked it as a CSM.

B2C 97

B2C Upselling B2B Accountability 97

Totango

AUGUST 23, 2022

Making upsell offers. Upsell offers. For each priority touchpoint, develop best practices that represent what the customer should ideally experience to achieve a satisfying outcome, as well as possible impediments that can arise and how your team can resolve these. Delivering customer support. Daily usage of your app.

B2B 116

B2B Journey mapping SaaS Engineering 116

Totango

AUGUST 27, 2019

Instead, enterprises must nurture every customer relationship to increase retention and customer lifetime value (CLV). . Nurture your current clients, analyze their habits, and personalize their experience so they will stay by your side. On the other end of the spectrum, you can offer lower-tier customers upsells to grow their CLV.

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Upselling Education Best practices Customer centricity 61

Totango

JUNE 25, 2019

Customer Success (CS) software helps your enterprise understand what matters to your customers. By sharing the insights of these multi-dimensional data streams across your enterprise, you increase accountability for the customer experience and create a customer-centered enterprise that is poised to effectively deliver customer lifetime value.

Upselling 49

Upselling Enterprise Metrics Customer centricity 49

ChurnZero

JANUARY 18, 2024

SaaS enables customers to trade the large capital expenditures associated with traditional enterprise software for smaller operating expenses: a lower cost of entry, and minimal IT infrastructure to manage. Participate in M&A [due] diligence and ultimate onboarding of acquired targets’ customer bases.”

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Chief Customer Officer SaaS Sales Upselling 52

ChurnZero

JULY 17, 2020

We will then explore best practices for how to optimize your renewal rate regardless of the renewal owner at your organization. . . the person who brings in new business and reports to the Sales team. . the person who brings in new business and reports to the Sales team. . Who in Sales owns the Renewal Process?

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Sales Chief Customer Officer Upselling Accountability 59

Totango

JANUARY 29, 2021

Customer success management is the practice of systematically nurturing customer success through standard operating procedures that follow best practices. Successful customers become more likely to make cross-sell and upsell purchases. Customer success playbooks perform best when combined with best practices.

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Best practices Benchmark Upselling Accountability 80

Totango

JANUARY 10, 2019

Nurture relationships, and not only will customers receive excellent service and well-supported products, but your enterprise will be financially healthy in the long-run. Success in the customer-centered economy can be a lot to wrap your arms around, especially for large enterprises with multiple brands or complex market segments.

Enterprise 63

Enterprise SaaS CRM Upselling 63

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. How to Structure a Customer Success Team: Four Best Practices. Here are four of the most critical guidelines for CS success: 1.

Best practices 94

Best practices Chief Customer Officer Customer centricity Sales 94

Totango

AUGUST 11, 2021

Here are 7 digital customer experience best practices. The Totango Spark platform is designed to integrate automation and AI into all stages of the customer journey through KPIs, dashboards, and automated workflows called SuccessPlays which reflect best practices for an optimized experience. Incorporate Personalization.

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Best practices Customer Experience Upselling Interactive Voice Response 117

Totango

JANUARY 24, 2019

The digital transformation of business has created a customer-centered economy built on subscriptions, personalized services, and new definitions of customer loyalty. You need to adopt a company-wide strategy and prioritize your customer approach based on actual customer data in order to reduce churn and capitalize on upsell opportunities.

Upselling 54

Upselling Best practices Accountability SaaS 54

Totango

JUNE 24, 2022

On the other hand, when data reflects high customer satisfaction, CS teams can extend upsell offers or referral invitations. SaaS technology and supporting apps should be used to implement a data-driven approach to customer success, automate best practices, monitor results, and manage performance. Onboarding of new customers.

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Best practices SaaS Journey mapping B2C 103