Totango

FEBRUARY 7, 2019

You should adopt a “time invested equals benefits gained” approach with your SaaS renewal best practices. The Top 5 SaaS Renewal Best Practices. We’ve gathered 5 of our favorite SaaS renewal best practices to help you remove the stress from your retention process: Define your customer.

Best practices 81

Best practices SaaS Customer retention Upselling 81

CSM Magazine

JUNE 30, 2022

A customer loyalty program can help you reward your best customers and encourage them to continue doing business with you. A good loyalty program can also help you to upsell and cross-sell products to your customers. Conduct a feedback survey, or even include a question about customer satisfaction on your order form.

Best practices 52

Best practices Customer Service outsourcing Self service 52

aircall

MAY 28, 2021

With best practices for text messaging, your customer-facing teams will provide better service, while your sales and marketing teams can better interact with leads on a more personalized scale to more efficiently close deals. Why Use Text Messaging Best Practices. SMS Marketing: Text Messaging Marketing Best Practices.

Best practices 62

Best practices Sales Wireless Marketing 62

Totango

JUNE 23, 2020

Five basic customer success best practices can help move the needle on your net promoter scores: Segment to Find Trends. Regularly Survey Customers. 6 Best Practices for Your CS Team. You can do this by following a few customer success best practices. Send NPS surveys to customers by segment.

Best practices 62

Best practices Brand ambassadors Surveys Enterprise 62

aircall

JANUARY 29, 2021

Upselling and cross-selling . Get higher scores on customer satisfaction surveys. Aircall works seamlessly with software integrations from the App Marketplace , many of which you may already be using for sales, support, or other practical applications. Call center training encompasses many different areas. Product knowledge.

Best practices 62

Best practices Call Center call center software Morale 62

JivoChat

APRIL 15, 2021

Below, we’ll dig into some of the reasons organizations are embracing this communication channel before looking at the benefits of live chat software for businesses and the best practices to know before getting started. Live chat provides businesses with more upsell and cross-sell opportunities. What is live chat?

Best practices 52

Best practices Upselling CRM Sales 52

ChurnZero

OCTOBER 28, 2022

Jay Nathan: Someone asked a question about how to avoid survey fatigue. The post Which Customer Success best practices should you keep or let go in 2023? Mary Poppen: Then to close loop it, take their feedback and say back to them: “Here’s what we’re doing based on your feedback.”. That’s how you do it.

Best practices 52

Best practices Chief Customer Officer Sales Upselling 52

JivoChat

JANUARY 17, 2021

In fact, one survey found that 51% of customers preferred live chat because they can multi-task: Live chat conversations can be saved for future reference. When surveyed, 52% of consumers said they had purchased more from a company after having a positive customer service experience. Live Chat Support Best Practices.

Best practices 52

Best practices CRM Customer Support Personalization 52

Education Services Group

OCTOBER 31, 2023

Processes and Best Practices : Guiding Lights : Illuminate my path with Customer Success best practices. Show me when to initiate contact, what information to share, when to survey customers, and how to navigate renewals and upsells.

Best practices 52

Best practices Finance Upselling Customer retention 52

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.

Customer retention 98

Customer retention Upselling CRM SaaS 98

Lumoa

APRIL 28, 2024

You can even find opportunities for cross-selling, upselling, or personalized promotions by using real-time insights and trends generated by AI. Platform Overview Medallia is a cloud-based CX management software that provides survey features, sentiment analysis, social listening, and AI-powered insights.

Feedback 83

Feedback Consulting Consulting Enterprise 83

Totango

SEPTEMBER 20, 2022

Finally, we’ll share five top strategies and best practices you can use to get the most out of your customer enablement efforts. Offering customized upsells geared toward customer needs and product usage patterns. Higher retention creates more opportunities for upsells and referrals, increasing revenue.

B2B 82

B2B SaaS Education Brand ambassadors 82

CSM Magazine

DECEMBER 13, 2023

There are several ways you can bridge this gap: Conduct surveys, gather feedback, or analyze their reviews. Here are some of call center security’s best practices that you can use: Invest in systems and tools to monitor and analyze customer interactions in real-time. Recognize and reward exceptional performances.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

JustCall

DECEMBER 2, 2022

One of the surveys pointed out that 77% of customers appreciate proactive customer service. Upselling and Cross-selling. That is their primary function, but they also seize opportunities to upsell and cross-sell. Inbound Call Center Best Practices. Benefits of an Inbound Call Center for SMBs.

Call Center 52

Call Center Upselling Average Handle Time Abandon Call 52

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.

SaaS 110

SaaS Journey mapping Upselling Best practices 110

Horizon CX

FEBRUARY 29, 2024

Missed Opportunities for Upselling and Cross-Selling: Genuine care and personalized interactions create opportunities to upsell or cross-sell additional products or services. Solicit feedback from customers through surveys and other feedback mechanisms to gauge satisfaction and identify areas for improvement.

Morale 52

Morale Customer centricity Upselling Feedback 52

Totango

JUNE 4, 2021

By combining technology with best practices, you can maximize interaction with your clients and build brand loyalty. Or if a customer has not used an important feature yet, you can remind them about it with in-product messaging or by providing an NPS survey. Incorporate Personalization into Automated Messaging.

B2C 62

B2C Upselling Journey mapping B2B 62

Fonolo

JULY 5, 2023

How they approach upselling opportunities Upselling is something that all your customer-facing employees should be doing — not just sales. We have much more detailed information about surveying later in this blog. Binary Questions These are the simplest questions in your survey. How many people work at your company?”

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

Totango

NOVEMBER 23, 2021

This, in turn, makes it difficult to intervene with customers who are at risk of churn, as well as challenging to spot upsell opportunities. These can include Net Promoter Score surveys and escalation monitoring tools. Your Upsells Are Going Down. A solution to this issue is customer health score.

Upselling 91

Upselling CRM Revenue potential Feedback 91

JustCall

FEBRUARY 7, 2024

Calls during which you can’t use the keypad Now that you understand factors affecting call quality and the key metrics to monitor, let’s review the best practices to ensure crystal-clear sound. 5 best practices for crystal-clear VoIP calls 1. Call quality makes or breaks your customer experience.

voip 52

voip Telecommunications Best practices Upselling 52

CustomerSuccessBox

MAY 9, 2022

The pros (new customer ARR, upsells) and cons (no new customer ARR, no upsells) should be highlighted on this Customer Success dashboard (downgrades and churn). This could take the shape of in-platform pop-ups, asset, and documentation reviews, or, of course, direct consumer survey replies, depending on your company.

Metrics 52

Metrics Upselling Customer advocacy CRM 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. Automate best practices that promote better customer experiences.

SaaS 86

SaaS Upselling Best practices Customer retention 86

Quiq

APRIL 11, 2023

In fact, according to a survey by Epsilon, 80% of consumers are more likely to do business with a company if it offers personalized experiences. Increased Revenue By providing personalized CX, businesses can also increase revenue by creating more opportunities for cross-selling and upselling.

Personalization 52

Personalization Healthcare Finance Best practices 52

Totango

SEPTEMBER 17, 2021

A January 2021 survey by the Technology and Services Industry Association (TSIA) found that 55% of technology providers now use freemium offers. Creates Upsell Opportunities. A free version of your product gives your sales team an opportunity to extend an upsell offer. What Are the Pros of a Freemium SaaS Model?

SaaS 74

SaaS Best practices Upselling Journey mapping 74

Nicereply

MAY 16, 2023

Your signature] Here’s an example from Restream: Upsell Email Template When it comes to growing your business , cross-selling and upselling to existing customers can be a great strategy. An effective upsell email should be personalized and focused on the customer’s needs.

Upselling 52

Upselling Feedback Best practices Personalization 52

CSM Practice

JUNE 16, 2020

Per CSM Practice COVID 19 Survey results , customers are now more used to having video conferences with vendors and a remote business review should be appropriate. I cannot assume that “yesterday’s” best practices will win it for me. It is my assumption that in the next 6 months, there will be very few business travels.

Benchmark 92

Benchmark Upselling Surveys Best practices 92

JustCall

APRIL 3, 2023

Renewals and upsells : Another important area of responsibility for the customer success team is driving customer renewals and identifying opportunities for upsells. So, make sure to arm them with the right training, resources, and support, as well as offer relevant upsell opportunities to expand their usage of the product or service.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

Totango

AUGUST 23, 2022

Administering customer satisfaction surveys. Making upsell offers. As renewal approaches, a customer satisfaction survey may be emailed to the customer or solicited via in-app messages to assess a customer’s propensity to renew. Customer satisfaction surveys. Upsell offers. Delivering customer support.

B2B 115

B2B Journey mapping SaaS Engineering 115

Totango

AUGUST 18, 2022

It also promotes higher product usage, increases the likelihood of upselling purchases and encourages customers to become enthusiastic brand advocates. Designing a post-onboarding survey to incorporate into your customer journey workflow. Provide an onboarding survey after the customer completes their journey.

Journey mapping 92

Journey mapping SaaS Upselling Enterprise 92

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. Use automation to implement best practices and assist struggling customers. What To Do About Low User Adoption.

SaaS 66

SaaS Best practices Upselling Education 66

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

JULY 8, 2021

With this system, alerts are automatically generated about any customer who requires attention – be it a customer with deteriorating health or an upsell opportunity that is set to renew soon. It can include: Customer Feedback: What anecdotal feedback has been collected by the extended customer team and surveys such as NPS and CSAT?

Upselling 65

Upselling Accountability Customer retention Metrics 65

Totango

MAY 14, 2021

Gross revenue retention (GRR) measures how much annual recurring revenue (ARR) you retain each month after you’ve subtracted loss from churn or downgrades, without factoring in increases due to upgrades from upsells or cross-sells. These can be some of the best indicators of a customer’s intent to continue using your product.

Customer retention 65

Customer retention Metrics Upselling Best practices 65

TechSee

MAY 29, 2018

Google Consumer Survey underscores these statistics, with 20% of consumers (1 in 5) reporting that they’ve watched an unboxing video. Best Practices in Visual Support. In the series, we focus on the three KPIs that have been dramatically affected by the introduction of visual engagement into customer service practices.

Contact Center 95

Contact Center Call Center Best practices Customer centricity 95

Totango

DECEMBER 3, 2020

CS professionals now attest that their bonus structures are tied to company performance, renewals, net retention, upsells, and account health. . According to the CS team members surveyed in the salary report, eight elements were specifically cited as influential to overall compensation.

Upselling 64

Upselling Accountability Enterprise Metrics 64

Totango

MARCH 4, 2022

Totango’s platform achieves this by combining KPI monitoring with automatically and manually triggered workflows called SuccessPlays , which reflect best practices for specific situations. On the other hand, customers with a high NPS score may receive an automated upsell invitation as part of their renewal offer.

B2B 91

B2B Customer Service Interactive Voice Response B2C 91

CSM Practice

JULY 6, 2020

The Pacific Crest 2016 survey shows that the median cost of acquiring an ACV dollar for new customers is $1.16. On the other hand, the median cost of acquiring the ACV dollar for plan expansions and upsells is only about $0.20 There are three types of expansion selling plays you can make for your installed customer base: 1. Upsell.

SaaS 71

SaaS Upselling Accountability Sales 71