Totango

MAY 5, 2021

By measuring product experience, as a facet of customer experience, you can view how your clients interact with your product on a daily basis and the level of satisfaction they get with your service. Once these metrics are recorded, you can use this information to proactively engage customers and meet their needs in a more personalized way.

Customer Experience 118

Customer Experience Education Customer centricity Metrics 118

Totango

JULY 13, 2021

Strategy for customer success growth has changed as commerce has gone digital and big data has made marketing and sales customer-centric. Tell people about your business, get them in the store, sell them things, then look for more customers. In the future, you may be able to offer them an upsell.

Customer centricity 101

Customer centricity B2C Enterprise Upselling 101

Nicereply

MARCH 16, 2022

Some treat Customer Experience as a synonym to Customer Success, others see Success and Support as part of the CX team, and still, others prefer it reports into Sales as a way to increase upsells and renewals. These actions showed us that there was an appetite for even more customer-centric services.

Sales 111

Sales Customer Experience Upselling Self service 111

Totango

JULY 28, 2021

Adhering to good hiring practices when recruiting customer success managers can improve the quality of your customer relationships and increase client retention rates. In this blog we’ll share five of the most important best practices for hiring a customer success manager. What Is a Customer Success Manager?

Best practices 118

Best practices Management Brand ambassadors Upselling 118

ClientSuccess

JULY 13, 2022

They mean long-term customers, and retention is at the root of any successful customer success strategy. . Looking at what customer retention requires at its very foundation, the answer could be summed up in one word: LOYALTY. . Happy customers have a personal bond with their vendor organization and their CSMs.

Customer retention 78

Customer retention Upselling Customer centricity Personalization 78

Totango

JUNE 1, 2021

It is a living repository of every customer engagement, product interaction, and touchpoint generated by your customer relationship. This covers every aspect of the customer relationship, including: Financial: Contract and transactional data. Voice of Customer: Survey responses and satisfaction scores.

Enterprise 69

Enterprise Upselling Metrics Accountability 69

Totango

MARCH 4, 2022

B2B customer service encompasses service delivered through all support channels, including: Help desk software. B2B customer service may be manual or automated. When delivered manually, it may be handled by dedicated customer service agents or by other company representatives, such as account managers and customer success managers.

B2B 92

B2B Customer Service Interactive Voice Response B2C 92

ChurnZero

NOVEMBER 4, 2022

To get a CEO’s perspective on the matter, ChurnZero’s You Mon Tsang joined ESG for a special CEO panel on “ The economy and Customer Success: The impact and what to do about it ,” with ‘nuffsaid’s Chris Hicken and Kapta’s Alex Raymond. Difficult conversations lead to deeper customer connections. Learn from three SaaS CEOs.

SaaS 98

SaaS Customer centricity Finance Best practices 98

Totango

SEPTEMBER 13, 2022

For example, you can have a different playbook script for customers with low satisfaction scores versus those with high satisfaction scores. In this way, you can develop multiple playbooks deployed based on what an individual customer is doing, leveraging data segmentation to deliver personalized success outcomes to your clients.

SaaS 87

SaaS Upselling Best practices Customer retention 87

JustCall

APRIL 3, 2023

There’s immense value in laser-focusing on customer success. In this blog, we’ll learn how. What Is Customer Success? Customer success is basically about helping your customers achieve their desired outcomes and creating a positive and successful experience with your brand.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

Totango

OCTOBER 20, 2020

By measuring customer experience, you can view how your clients interact with your product on a daily basis and the level of satisfaction they get with your service. Once these metrics are recorded, you can use this information to proactively engage customers and meet their needs in a more personalized way.

Customer Experience 85

Customer Experience Education Customer centricity Metrics 85

JustCall

AUGUST 8, 2023

It uses emerging technologies such as machine learning algorithms, natural language processing, and predictive analytics to personalize the shopping experience while optimizing operations. Personalized, Prompt, and Real-time Service AI in Ecommerce allows businesses to offer personalized, immediate, and responsive customer service.

Chatbots 52

Chatbots Abandon rate Customer centricity Personalization 52

Totango

OCTOBER 20, 2022

At other companies, CS managers may be assigned to follow up on sales during the customer onboarding phase. Customer success managers are critical at SaaS companies, where they help deliver results that promote subscription renewals and upsells. What Makes a Good Customer Success Manager? Persuasion Skills.

Management 91

Management Upselling Coaching Best practices 91

Totango

OCTOBER 6, 2020

To help further your understanding of these important differences, this article will breakdown the customer success vs. customer support dynamic and outline how prioritizing a proactive approach towards client relations can empower you to prevent churn, create value, increase the likelihood of renewal, and encourage upsells/cross-sells.

Customer Support 106

Customer Support Customer advocacy Construction Enterprise 106

Russel Lolacher

SEPTEMBER 30, 2019

OR The Death of the UPsell Brand and the Birth of Doing More with L.E.S. ” “It’s not about getting gum at the checkout or manipulating your customers into getting a few more dollars from them. ” “Trust is the ultimate UPsell.” ” “Trust is the ultimate UPsell.”

Upselling 45

Upselling Customer centricity Sales Personalization 45

Pointillist

MARCH 20, 2020

By Stephanie Ventura Customer-centric enterprises are increasing their investment in technologies that enable teams to measure and improve CX, while achieving key business outcomes such as maximizing customer lifetime value, reducing costs and more. But, too often, customer data is locked in silos.

Analytics 70

Analytics Upselling Interactive Voice Response Banking 70

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. Leverage Voice of Customer Feedback. Create Personalized Offers. The goal is to help your customers realize their full potential by giving them the right solutions and guidance to succeed.

B2B 62

B2B Enterprise Best practices Upselling 62

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 93

Journey mapping SaaS Upselling Enterprise 93

ChurnZero

JANUARY 25, 2024

CS teams are increasingly involved in the entire customer journey, not only shaping the customer experience but directly influencing revenue outcomes through renewals, upsells, and cross-selling. This means that sales acumen is no longer just a bonus for CS professionals—it’s a new baseline for many companies.

Education 52

Education Upselling Consulting Consulting 52

JustCall

MARCH 28, 2023

By embracing the latest customer service trends, businesses can effectively adapt their processes and leverage cutting-edge tools and technologies to streamline their customer service operations. By focusing on individual preferences and understanding customer behavior, companies can tailor their support to create genuine connections.

Customer Service 52

Customer Service Chatbots Analytics Upselling 52

CSM Magazine

MARCH 16, 2023

This means applying Machine Learning (ML) to call transcripts to automatically find the ‘needles’ or key topics and library of associated phrases that really matter such as those relating to churn risk, compliance or upsell. Create Conversational Clarity The average organisation analyses just 2% of customer interactions.

Analytics 52

Analytics Coaching Finance Upselling 52

Anexa BPO

JULY 22, 2021

Research shows that loyal customers spend 67% more than new ones through repeat purchases, larger cart sizes and frequent upsells. Considering that 84% of customers who leave do so because of poor service, and that a typical business only hears from 4% of its unhappy customers (the other 96% simply leave – 91% for good!)

outsourcing 52

outsourcing Customer Service Upselling Customer centricity 52

GetFeedback

MAY 9, 2019

Satisfied customers don’t look elsewhere for services or products, and they will surely miss you if one day you suddenly disappear. In other words, delivering great customer experience makes you irreplaceable. If you’re more of a facts person, here are some selling points: Poor customer experience is costing U.S.

Customer Experience 134

Customer Experience Metrics Journey mapping Feedback 134

Nicereply

FEBRUARY 2, 2024

As such, account managers offer them personalized support and tailored solutions to grow these accounts and generate more revenue for the business. How to Make Customer Success Work for Your Business Follow these steps to create a customer success program that will spur sustainable growth for your business.

Education 59

Education Accountability Customer retention Journey mapping 59

SmartKarrot

DECEMBER 13, 2023

As a customer success expert, I’ve witnessed firsthand the transformative power of effective customer success strategies in driving business expansion. In this blog post, we’ll explore the pivotal role of customer success in building robust customer relationships and propelling your business towards new heights.

Engineering 10

Engineering Customer centricity Upselling Feedback 10

SmartKarrot

DECEMBER 13, 2023

As a customer success expert, I’ve witnessed firsthand the transformative power of effective customer success strategies in driving business expansion. In this blog post, we’ll explore the pivotal role of customer success in building robust customer relationships and propelling your business towards new heights.

Engineering 10

Engineering Customer centricity Upselling Feedback 10

CSM Practice

JANUARY 13, 2021

Some of the renewal management challenges for many businesses include : Lack of a customer-centric approach. Too many customers for current headcount. Poor automation and customer segmentation. Customers derived little to no value. It may go like this: A scheduled check-in call devoid of meaning or personalization.

SaaS 98

SaaS Customer centricity Accountability Education 98

aircall

FEBRUARY 5, 2021

Whether you’re hiring the very first person for your call center or you’re expanding an existing team, it’s essential to recruit and hire the most skilled call center representatives. Having a customer-centric mindset. A poor customer experience has a strong negative impact on your brand. Being a good multitasker.

Call Center 62

Call Center Average Handle Time call center software CRM 62

ChurnZero

FEBRUARY 26, 2021

“That’s been very effective and the best way we’ve gotten the customer voice into the roadmap for such a use case-based product,” says Amanda. Connecting people to understand the use cases person to person has been beneficial.”. Big RYG on-demand session: Bridging the Gap Between Customer Success and Product.

Management 59

Management Feedback Sales SaaS 59

CX Journey

DECEMBER 7, 2016

Product didn’t trust the current upsell/cross-sell machinations for the new stuff. And the customer experience was going to be a disaster if we didn’t get our act together. How confident are we that “Susan” is a real person and not an algorithm guided by artificial intelligence? Sales wasn’t keen on our communication strategy.

Upselling 64

Upselling Customer centricity Feedback Customer Experience 64

Kayako

MAY 16, 2018

When she got started, most of her clients were on a monthly retainer and paying for blog content and social media management. Here are 7 ways that you can use phone calls and live chat to give your customers more immediate gratification and increase your company’s revenue. Phone calls and live chat are more customer-centric.

Customer retention 59

Customer retention Upselling Sales Feedback 59

Totango

SEPTEMBER 18, 2020

What to do next: If your customer is pushing against the thresholds of their current service agreement then they are ripe for expansion. Automated alerts within your customer success software should prompt you to implement upsell campaigns as soon as your customer approaches these predetermined marks.

Metrics 62

Metrics Enterprise Feedback Upselling 62

JivoChat

APRIL 16, 2023

Determining the right customer demographics, interests, preferences and what type of products they are most likely to buy will help you customize your product offerings to meet their needs. According to research, customers are 80% more likely to complete a purchase when brands offer personalized experiences through their products.

Analytics 82

Analytics Engineering Advertising Sales 82

ProProfs Blog

AUGUST 28, 2019

According to a research by Motista published in Harvard Business Review , emotionally connected customers are 25-100% more valuable to brands than customers who are merely highly satisfied. Managing Customer Emotions in a Data-Driven World. Collect Feedback and Perform Analytics.

Customer emotions 83

Customer emotions CRM Feedback Analytics 83

Comm100

APRIL 27, 2020

In a truly customer-centric organization, the only real way to deliver cohesive digital support is with an omnichannel approach. Omnichannel platforms give agents visibility into their customers’ entire conversation history, no matter which channel they reach out from. Customer status. Which customer is contacting you?

Automotive 59

Automotive CRM Upselling Customer centricity 59

Comm100

FEBRUARY 10, 2022

Netflix then uses this information to personalize its content recommendations and meet your preferences—leveraging the power of personalization to engage with its users. Why does personalized customer service matter? – It earns you loyal customers and boosts retention.

Personalization 52

Personalization Customer Service Chatbots Self service 52

SmartKarrot

OCTOBER 2, 2023

A strong onboarding process sets the foundation for a successful customer relationship. By optimizing your onboarding strategy , you can ensure customers are quickly and effectively onboarded, reducing the risk of churn. Read more on initiating better customer journeys here. Customer Success 3.0

Upselling 10

Upselling Customer centricity Feedback Metrics 10