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. customers were sent a Payment Request notice.

Analytics 70

Analytics Upselling Interactive Voice Response Banking 70

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

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

ChurnZero

APRIL 5, 2019

Wondering how to take your red and yellow customers and transform them into your biggest cheerleaders? Our inaugural Atlanta Leadership Hour featured four discussion topics led by area Customer Success leaders. With the event wrapped up, our participants left with great takeaways to share with their own C S teams. SuccessHacker.

Customer centricity 40

Customer centricity Upselling Accountability Customer retention 40

Education Services Group

JULY 5, 2022

Some attendees undoubtedly left the event with a brain full of great pieces of advice to take back to their teams to implement ASAP, while others may have walked away with their minds spinning with more questions than answers ( we’ve all been there! Customer centricity needs to be a cross-departmental philosophy.

SaaS 52

SaaS Customer centricity Best practices Upselling 52

ClearAction

DECEMBER 14, 2017

Customer relationship management (CRM) — use of a database of customer transactions and facts that enable customized communications (1-to-1 marketing), upselling, cross-selling, and data-mining. Experiential marketing — events and campaigns that build customer advocacy.

CRM 66

CRM Customer Care Customer Experience Customer advocacy 66

ClearAction

DECEMBER 14, 2017

Customer relationship management (CRM) — use of a database of customer transactions and facts that enable customized communications (1-to-1 marketing), upselling, cross-selling, and data-mining. Experiential marketing — events and campaigns that build customer advocacy.

CRM 59

CRM Customer Care Customer Experience Customer advocacy 59

SmartKarrot

NOVEMBER 8, 2023

Remember, a great onboarding experience not only boosts customer satisfaction but also accelerates their time to value. Upselling Masterclass – More Than Selling, It’s Evolving Upselling is more than just pushing additional products or services onto your customers.

Upselling 10

Upselling Customer centricity SaaS Customer retention 10

SmartKarrot

AUGUST 17, 2022

Role: VP of Customer Success Location: Remote, Dallas, TX, US Organization: Textio As a VP of Customer Success, you will be leading, rapidly growing, and coaching team members by setting the strategy and prioritizing the organizational goals. Manage all customer subscriptions to ensure high retention and mitigate churn risk.

Education 19

Education Upselling Customer centricity Coaching 19

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

JivoChat

APRIL 8, 2021

In doing so, companies take a customer-centric approach that leads to a more personalized buyer journey. Ultimately, customer engagement tools help foster a stronger bond between companies and customers, enhancing the buyer experience and the company’s performance and service levels. Increase Customer Retention.

Sales 52

Sales Chatbots Brand ambassadors Surveys 52

SmartKarrot

OCTOBER 2, 2023

High churn rates not only impact revenue but also harm your brand reputation and customer loyalty. By acknowledging the value of customer retention, you can prioritize churn reduction efforts and align your overall business goals. Customer Success 3.0 will be Customer Success AI & ML, predictive & prescriptive.

Upselling 10

Upselling Customer centricity Feedback Metrics 10

Totango

MAY 1, 2020

Retaining existing customers is especially important during uncertain economic times, when fewer new customers may be signing on with your service. That’s why customer retention management software is a vital component of your retention strategy. What Are the Benefits of Customer Retention Management Software?

Customer retention 62

Customer retention Management Enterprise Upselling 62

ChurnZero

DECEMBER 20, 2019

As a result, companies are investing more time and money in training their C S teams to have more customer-centric conversations. . Conversations are no longer driven by product features but rather about customer enablement and alignment on the expected impact from the partnership between the customer and a company.

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

ChurnZero

MARCH 22, 2019

We also had You Mon Tsang, CEO and Founder of ChurnZero share tried and true ways to improve customer retention. How to structure and compensate a Customer Success team. How to develop a customer health score and key customer events to track. So, the initial sale is very small, and all the sale is upsell.

Customer retention 61

Customer retention Upselling SaaS Customer centricity 61

SmartKarrot

JUNE 4, 2020

Based on the growing needs of customers, the CSM can either upsell or cross-sell better versioned products or services. Gaining the knowledge of the customer’s business domain would help marketing teams to speak their language in their campaigns. How does the upselling or cross-selling help in customer retention?

SaaS 10

SaaS Marketing Upselling Customer retention 10

Totango

SEPTEMBER 24, 2019

Knowing these different stages can be powerful for monitoring, servicing, and motivating customers, but it all needs to come from a unified, consistent brand. There’s no need to indulge a divisive customer retention vs. new customer acquisition dynamic. Customer Retention vs New Customer Acquisition: The Common Goal.

Customer retention 59

Customer retention Sales Enterprise Upselling 59

Totango

DECEMBER 10, 2019

When you make customer retention for B2B business models a priority, you’ll not only save money on acquisition costs; you’ll also unlock the growth potential of your existing customer base. Let’s explore why customer retention for B2B is so important and how you can make it happen. Retain Customers for Life.

Customer retention 64

Customer retention B2B Enterprise Metrics 64

SmartKarrot

NOVEMBER 6, 2020

Build a company-wide culture of being customer-centric. Collaborate with Client Experience in local client communication needs and advocacy/loyalty programs (including events, webinars, newsletters, etc.). Identify opportunities for upsell and cross-sell and nurture them through to handover to the sales team.

Upselling 8

Upselling Customer advocacy Customer centricity Accountability 8

ChurnZero

JULY 29, 2022

With the rise of the SaaS model, retention has dethroned acquisition as the primary means to achieve long-term growth and high valuation. In fact, according to one source, increasing your customer retention by just 5% can increase your revenue by up to 95%. time spent, completed activities, total events, etc.).

SaaS 98

SaaS Customer centricity Upselling Accountability 98

Totango

JUNE 12, 2020

The #1 way to be sure of customers’ needs is to employ a customer-centric focus across your company. No longer solely the role of the CS team; customer-centricity belongs to everyone and requires collaboration across sales, executives, product groups, and marketing groups. . Zoe enables customer-centricity.

Customer centricity 62

Customer centricity Upselling Customer retention Accountability 62

Totango

AUGUST 12, 2020

The customer onboarding experience begins on day one with a set of big-picture goals that show your customer that your product is value- and results-focused. Every piece of customer data you can capture and analyze gives you a better chance of delivering value, no matter where it originates. Get the Whole Enterprise Involved.

SaaS 87

SaaS Upselling Enterprise Best practices 87

ProProfs Blog

APRIL 17, 2020

In short, your success relies on the fact that your customers don’t leave you. And if you successfully increase customer retention rates by 5%, then you can boost profits by 25% to 95%. That’s one of the reasons why y ou formulate strategies to retain your customers. 5: Customer Satisfaction Score. #6:

Metrics 142

Metrics Customer retention SaaS Surveys 142

Totango

NOVEMBER 19, 2019

Customers are empowered to expect cyclical subscription arrangements they can opt-in or out of depending on their experience of value. Enterprises invest time and money delivering value to customers, and ROI returns often come in the form of recurring revenue from renewals and upsells. How Customer Success Maximizes ROI.

Best practices 64

Best practices Customer centricity Enterprise Finance 64

Totango

JULY 25, 2019

Customer success and sales are two primary business objectives you should target with equal emphasis. They offer more benefits—from increased customer retention to greater revenue to higher rates of customer satisfaction— when they work together and are pursued simultaneously, as their closely linked nature augments each other’s progress.

Sales 80

Sales Upselling Customer centricity Best practices 80

Totango

NOVEMBER 19, 2019

Customers are empowered to expect cyclical subscription arrangements they can opt-in or out of depending on their experience of value. Enterprises invest time and money delivering value to customers, and ROI returns often come in the form of recurring revenue from renewals and upsells. How Customer Success Maximizes ROI.

Best practices 48

Best practices Customer centricity Enterprise Finance 48

CustomerSuccessBox

DECEMBER 13, 2021

Here are some of the Customer Success trends in 2022 that will help you make sense of the incoming changes. The world has understood the need for customer-centric systems and customer success at once. It enables CSMs to retain customers with confidence, drive adoption to deliver value, and make sure shot upsells.

Journey mapping 52

Journey mapping Customer advocacy Upselling Big data 52

ChurnZero

JANUARY 17, 2020

My Calendar: Integrate your Google or Office 365 calendar to sync your customer meetings. This gives you a quick view of your important upcoming events. . My To-Dos : Quickly process your upcoming customer to-dos with checklists of open tasks and messages for review. . Or perhaps upsell opportunities? .

Best practices 72

Best practices Accountability Upselling SaaS 72

Amity

OCTOBER 31, 2016

I’m the VP, Customer Success here at Uberflip. The first being product adoption, the second being customer retention, and the third being customer expansion. It might help to start with a bit of a history, give that, relative to other teams here at Uberflip, Customer Success is still very new.

Coaching 0

Coaching Engineering Upselling Marketing 0

Amity

FEBRUARY 2, 2016

With so many customer success resources to choose from, we’ve selected the top customer success resources and events that we think will educate and inspire you for the rest of the year. Are Your Customer Success Stories Being Heard? • Events. Welcome to the Age of the Customer. • Blog Posts.

SaaS 80

SaaS Education Customer retention Sales 80

Netomi

FEBRUARY 28, 2022

Asia’s first fully digital telco, Circles.Life is focused on giving power back to the consumer, and is “revolutionizing the digital services industry through a customer-centric user journey.” It’s a simple yet effective way to retain customers in a busy world.”. Customers have so many options. Connect with Kellie

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

SmartKarrot

DECEMBER 3, 2020

With the Coronavirus pandemic that has shaken the world in 2020, it is important to look for improvements in customer retention in 2021. Here are 10 New Year’s resolutions for customer success managers in 2021. Create a customer-centric culture. Customer success needs to have a centric company approach.

Management 10

Management Customer centricity Journey mapping SaaS 10

Education Services Group

OCTOBER 20, 2022

I left Washington, DC thinking that the event was hugely successful at connecting the audience to the art of crafting Customer Success at scale, while pushing the limits of Customer Success leaders’ abilities to own reporting on revenue metrics to the C-Suite or Board of Directors. The customer-centric CEO.

Coaching 10

Coaching Upselling Feedback Metrics 10