Totango

JUNE 23, 2020

Five basic customer success best practices can help move the needle on your net promoter scores: Segment to Find Trends. To get to the “net” part of the metric, subtract the percentage of detractors from the percentage of promoters — the score will range between -100 and 100. 6 Best Practices for Your CS Team.

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 . Accounts with 95%+ licenses consumed.

Upselling 111

Upselling Enterprise Accountability Metrics 111

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. Given this backdrop, it’s easy to ascribe this insecurity with and disconnection from investors to personal flaws and incompetence or inherent incompatibility – when what these differences really come down to is communication styles. Board meetings.

Metrics 98

Metrics Consulting Consulting Best practices 98

ClientSuccess

AUGUST 14, 2019

Successfully executing a well-planned CSM compensation strategy depends on who owns revenue-generating KPIs and milestones related to a customer account, such as renewals, upsells, and new user expansions. As you structure your CSM compensation plans, here are three best practices to keep in mind: 1.

Best practices 40

Best practices Metrics Upselling SaaS 40

aircall

JANUARY 29, 2021

Upselling and cross-selling . How to use software programs to effectively meet team or personal goals. It’s important to note that while every call center representative uses the same software and equipment, each one has a different personality and different skills. Resolving complaints. Answering sales or support questions.

Best practices 62

Best practices Call Center call center software Morale 62

ChurnZero

OCTOBER 28, 2022

But then how do I think about the utilization of that person in the work that I need them to do with each customer and build up a model from there? What really matters is the work that I need the person to do with the customer. The post Which Customer Success best practices should you keep or let go in 2023?

Best practices 52

Best practices Chief Customer Officer Sales Upselling 52

Totango

JANUARY 31, 2019

The personalization of subscription services means customers expect an individual experience from every product they engage in or they will simply move to a competitor. In order to do that, you need to use the right SaaS customer engagement metrics. Key Customer Engagement Metrics. The metrics are: Monitoring usage frequency.

SaaS 79

SaaS Metrics Accountability Education 79

CSM Practice

JUNE 6, 2020

The renewal rate metric also provides a quick overview of customer success team performance before in-depth analysis. Each metric compares the amount of the variable that was renewed against the maximum amount that could have been renewed. Endeavor to personalize the renewal conversation as much as possible for those accounts.

Metrics 89

Metrics SaaS Accountability Upselling 89

Totango

MAY 10, 2022

Trials of upsell products. Engaging decision-makers in discussions about performance goals and metrics provides a transparent, objective basis to demonstrate product value. Promoting product usage increases the value clients derive from your product, increasing the likelihood of renewals, upsells, and referrals.

Journey mapping 76

Journey mapping SaaS Enterprise B2B 76

Callminer

JUNE 3, 2019

The problem: Agents are at the frontline when it comes to customer experience – and so their performance plays a huge factor in company metrics. But when they’re left in the dark over best practices, product information, company updates and more, they’re unable to accurately portray themselves as a brand expert.

Best practices 140

Best practices Average Handle Time Analytics Coaching 140

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

ClientSuccess

MARCH 8, 2018

But be aware that although this data is a important, it’s not always the holy grail of metrics. Often times these meetings can lead to upsell opportunities or new customer advocates, just as they frequently lead to product updates or new feature discussions. Customer Success as a Culture: Customer Success Leaders Edition.

Best practices 40

Best practices Feedback Upselling SaaS 40

Horizon CX

FEBRUARY 29, 2024

The Power of Purging Perfunctory Performance Introduction In the bustling world of business, where metrics often dominate discussions and efficiency reigns supreme, one crucial aspect can sometimes be overlooked: the human element. Celebrate successes and share best practices to inspire and motivate others.

Morale 52

Morale Customer centricity Upselling Feedback 52

JustCall

APRIL 3, 2023

It’s like extending a personal guide to your customers—one who is there to support them every step of the way. This includes tracking usage metrics and identifying areas where the customer can benefit from additional features or services.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

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. . Feedback metrics like NPS and CSAT scores. Product usage and adoption metrics. Doesn’t leverage the latest best practices.

CRM 107

CRM Upselling Metrics Accountability 107

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. Sales savvy, they are skilled at instilling interest, upselling and closing the deal or scheduling an appointment, depending on your company’s preferences.

Business Process Outsourcing 62

Business Process Outsourcing Telemarketing Call Center Best practices 62

Global Response

MARCH 13, 2024

Creating a seamless, personalized customer experience (CX) is one of the most crucial investments businesses can make today. Sales and lead generation : CX outsourcing companies also provide sales-related services, including lead generation, sales calls, upselling, and cross-selling. Here are some best practices to keep in mind.

outsourcing 62

outsourcing Best practices Feedback Customer retention 62

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

JustCall

OCTOBER 19, 2023

About 80% of customer organizations use customer satisfaction (CSAT) as a metric to gauge customer experience. They provide a great opportunity to cross-sell and upsell as well. This allows agents to provide more personalized and effective support to the customer. Call center efficiency eventually leads to customer satisfaction.

Call Center 52

Call Center Upselling CRM Best practices 52

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. Track metrics measuring customer success. What Is a Customer Success Playbook?

SaaS 86

SaaS Upselling Best practices Customer retention 86

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.

Upselling 64

Upselling Accountability Enterprise Metrics 64

Totango

APRIL 11, 2019

To improve the diagnostic value of customer success health scores, build them around the right metrics and derive solutions by understanding how those metrics impact customer lifetime value. It is a powerful tool for capitalizing on potential upsell opportunities and preventing customer churn.

Metrics 86

Metrics Upselling Accountability Enterprise 86

Global Response

DECEMBER 21, 2022

If Customer Satisfaction Scores (CSAT) is a metric you’re tracking (and it should be!), Not only does it ensure agents are using your known best practices, but it also enables your team to find and create best practices by listening and evaluating successful calls. Of course—it’s never too late!

Call Center 62

Call Center Outbound sales Feedback Best practices 62

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 105

Management Best practices Upselling Accountability 105

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. Tracking this metric can help your customer success team identify when individual customers need help completing onboarding.

Journey mapping 92

Journey mapping SaaS Upselling Enterprise 92

Totango

JULY 24, 2020

The best B2B client expansion strategies achieve this by creating more value for customers — value that they will be willing to pay for. Create Personalized Offers. You cannot schedule an upsell engagement at a predetermined time in the customer journey. Create Personalized Offers. Leverage Voice of Customer Feedback.

B2B 62

B2B Enterprise Best practices Upselling 62

ChurnZero

JANUARY 18, 2024

What we love about it: Business, customer and financial metrics are evenly cited multiple times in the description. Own and drive the entire customer lifecycle journey, including onboarding, adoption, expansion, and renewal, by establishing best practices and processes to maximize customer success and satisfaction.”

Chief Customer Officer 52

Chief Customer Officer SaaS Sales Upselling 52

Nicereply

APRIL 30, 2020

Cross-sell & Upsell, but first, answer the query. One of the good upselling models could be to offer the try something for free (limited time). Here comes a good upselling option. When can you upsell/cross-sell? Track and analyze customer metrics. Customer support forms the primary touchpoint with your users.

Sales 69

Sales Customer Service Upselling CRM 69

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. When CS teams only own customer satisfaction and engagement metrics, they lessen their business impact, and in turn, their value and authority.

SaaS 98

SaaS Customer centricity Finance Best practices 98

ShepHyken

NOVEMBER 20, 2017

One-to-One Personalization in the Age of Machine Learning by Karl Wirth & Katie Sweet. Evergage) In this book, discover what one-to-one personalization is all about, how it’s evolved and what the future entails. One of the big topics driving the customer experience today is “personalization.” And, it’s free. Great article.

Customer Service 95

Customer Service Personalization Upselling Self service 95

CustomerSuccessBox

FEBRUARY 2, 2022

We’ll look at some of the different challenges that can arise, as well as the best practices for dealing with them, in this guide. tools and tell a story about how the acquisition will help them personally. Drive a gentle upselling process. Learn about the strategies to increase upsells!

Upselling 52

Upselling Education Accountability Engineering 52

ChurnZero

DECEMBER 29, 2020

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. The SaaS Debate: Who Owns the Renewal and Upsell? Top 4 Metrics Chief Customer Officers (CCOs) Must Know. Customer Success vs. Sales.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

JustCall

MAY 4, 2023

By tracking the key success metrics and analyzing sales data, companies can uncover areas of improvement, optimize their sales processes, and boost revenue. In this guide, we will discuss how sales leaders can measure sales performance, what metrics to focus on, and what tools to use. Let’s start with the basics!

Sales 52

Sales Metrics Analytics CRM 52

JustCall

MAY 4, 2023

By tracking the key success metrics and analyzing sales data, companies can uncover areas of improvement, optimize their sales processes, and boost revenue. In this guide, we will discuss how sales leaders can measure sales performance, what metrics to focus on, and what tools to use. Let’s start with the basics!

Sales 52

Sales Metrics Analytics CRM 52

Mindtouch

SEPTEMBER 27, 2018

Its presence in a world where customers demand personalization and instant gratification means that companies without a customer success team are quickly falling behind the competition. From onboarding to potential upsells, she guides the customer to find solutions that best fit their needs.

Management 80

Management Best practices Upselling Coaching 80

JustCall

AUGUST 7, 2023

Personalization Limited personalization based on voice input Personalization based on user history Extensive personalization capabilities 8. Personalize, personalize, personalize: To make the most of your AI investment, utilize conversational AI to gather and analyze customer data.

Sales 52

Sales Chatbots Self service Accountability 52

Totango

DECEMBER 12, 2019

They define a clear way to track the customer experience, measure it against proven metrics, increase value, and reduce churn. . Each stage of the customer journey can be broken down into a series of practical goals and KPIs. Metrics such as product access, usage time, and feature usage can guide engagement efforts. .

Management 64

Management Enterprise Best practices Benchmark 64