Totango

APRIL 2, 2019

However, don’t forget about customers in the adoption phase , which happens after customers leave the onboarding stage; instead, create nurturance campaigns to increase user engagement, advocacy, and growth. This is also a good time to add upsells to accounts that have high customer health scores. Gather Feedback.

Journey mapping 105

Journey mapping Upselling Accountability Feedback 105

Totango

JUNE 25, 2019

The digitization of business has created a customer-centric economy dominated by subscription services and SaaS enterprises. It’s a customer-driven market that empowers short-term thinking and an expectation of personalized service. Unlike renewals, upsell opportunities are not tied to a specific timeframe.

Upselling 68

Upselling Enterprise Metrics Customer centricity 68

Totango

AUGUST 27, 2019

For example, create a positive customer journey to encourage your clients to renew and this will speak volumes about your brand and its ability to retain customers. You can develop a profile of your higher-tier customers to make it easier for the sales team to find new customers who share the same characteristics.

Upselling 61

Upselling Education Best practices Customer centricity 61

Totango

APRIL 18, 2019

If you learn how to grow customer relationships, your business can achieve long-term growth in this shifting economy. How to Grow Customer Relationships That Will Last a Lifetime. A business becomes customer-centric by focusing on meeting customer needs and delivering consistent value.

Upselling 74

Upselling Customer centricity Surveys Education 74

ChurnZero

SEPTEMBER 8, 2020

As a product marketer using @asana , I’m enjoying @AlexanderHood ‘s talk now at #SaaStrAnnual about being customer-centric. What’s scalable is being customer-focused to build the right things! Talk to more customers. Customer Success is a growth engine. . Customer Success Around the Web.

SaaS 90

SaaS Upselling Customer centricity Education 90

CSM Magazine

MARCH 16, 2023

Jim Davies of Calabrio believes that educated insights are better than wandering around in the unknown and that taking a lead from Pi is the answer. So, why don’t we think the same when it comes to analyzing customer data? Create Conversational Clarity The average organisation analyses just 2% of customer interactions.

Analytics 52

Analytics Coaching Finance Upselling 52

Totango

AUGUST 18, 2022

Guiding customers through how to use basic features. Describing where to access self-service and customer support tools. Educating the customer on how your platform can support their business goals. Ensuring a smooth handoff between the Onboarding Team to the Customer Success Team.

Journey mapping 93

Journey mapping SaaS Upselling Enterprise 93

Totango

JUNE 25, 2019

The digitization of business has created a customer-centric economy dominated by subscription services and SaaS enterprises. It’s a customer-driven market that empowers short-term thinking and an expectation of personalized service. Unlike renewals, upsell opportunities are not tied to a specific timeframe.

Upselling 49

Upselling Enterprise Metrics Customer centricity 49

ClearAction

NOVEMBER 16, 2023

B2B voice of customer maturity requires you to think through what works well in your company’s culture for energetic, sustained, and collaborative action and follow-through. That’s not bold enough to engender customer-centric thinking and behaviors throughout your corporation, nor to move the needle in financial growth.

B2B 62

B2B Feedback B2C Enterprise 62

Lumoa

AUGUST 8, 2023

According to Gartner research, leveraging the data obtained from direct customer feedback can increase the chances of upselling and cross-selling by 15-20%. This shows the tangible, bottom-line benefits of listening to your customers. Examples of some behavioral questions: How do you go to your workplace?

Surveys 83

Surveys Feedback Banking Best practices 83

ChurnZero

NOVEMBER 27, 2019

This along with p roper education, planning and an openness to adjust y our approach are important tools for break ing down barriers to monetization. . Metrics Aren’t Just for Board Meetings – The Value of Customer Metrics is Immeasurable . Check out Customer SuccessCon for yourself. A re you assessing health?

Chief Customer Officer 75

Chief Customer Officer SaaS Metrics Education 75

Totango

OCTOBER 29, 2019

Be sure you look for the skills and qualities that will allow a customer success manager (CSM) to truly connect with customers. Support your team by focusing on building a customer-centric culture , and you’ll soon see improvements in your customer’s success, growth, and retention rates. . Customer advocacy.

Upselling 61

Upselling Feedback Customer advocacy Accountability 61

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

Mindtouch

MAY 29, 2019

Conversations about customer experience can be so … squishy. I regularly hear talk in leadership circles about being customer-centric and an “outside in” approach. But do we really understand what “the perfect customer” is and how we would know one when we see them? Have upsell/cross-sell traction.

Customer centricity 48

Customer centricity Feedback Upselling Education 48

Totango

JUNE 18, 2019

And to do that, your enterprise must be able to gather data from every customer interaction and draw conclusions to make smarter onboarding decisions. Customer-centric onboarding starts with realizing that your business’s success and your customers’ success are really one and the same. How to Onboard New Clients.

Education 65

Education Upselling Customer centricity Feedback 65

Amity

JANUARY 30, 2019

If you have a more complex product to setup or if there is a heavy lift required to implement your product (importing large amounts of data is a common need) then you may want to consider giving customers the option to pay for additional services to help. Do you have cross-sell or upsell opportunities with your product?

Education 61

Education Engineering B2C Technical Support 61

REVE Chat Blog

NOVEMBER 21, 2019

Education – Once you create awareness you must build trust for your products and services. With the help of consistent newsletters, events or seminars/webinars you can educate your leads in the best way. Live chat software is the best bet to convert your website visitors into loyal customers and increase lead generation.

Best practices 77

Best practices B2B Sales Chatbots 77

JivoChat

APRIL 4, 2021

Ultimately, this customer-centric approach enables you to guide people (instead of forcing them) along your sales funnel. A customer doesn’t need to jump through multiple hoops, like submitting a form, waiting for an email, then scheduling a follow-up call, before they can finally speak with someone. JivoChat vs. Drift).

Marketing 52

Marketing Chatbots Upselling Sales 52

Totango

MARCH 26, 2019

If you are working with customers who are ready to churn due to price, an option is to offer them discounts. In the future, you may be able to offer them an upsell. And if a customer does cancel, find out why. Start by implementing a customer feedback program to gather important data and identify unhappy customers.

B2C 66

B2C Upselling B2B Education 66

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Customer Experience 64

Customer Experience Journey mapping B2C B2B 64

Amity

FEBRUARY 21, 2018

In short, Customer Success as a business unit is responsible for managing the customer after the initial sale. This is the never-ending mission of CSMs, managing accounts from onboarding, through adoption, to renewal or upselling/cross-selling, and repeat. And finally, be prepared to give concrete examples of success.

Upselling 77

Upselling Sales Finance Analytics 77

Amity

OCTOBER 31, 2016

Almost immediately, we started to scale the team to enable us to be more proactive to ensure we were able to do all the things that Customer Success does best: onboarding, coaching, renewals, upsell, support, and services. If I had to sum it up, everything post-sale is the domain of the Customer Success team.

Coaching 0

Coaching Engineering Upselling Marketing 0

JivoChat

APRIL 16, 2023

When you offer customers an easy and secure way to complete their purchase is essential for any ecommerce business looking to attract new customers. You can use personalization, cross-selling, and upselling tactics to encourage customers to purchase more. Email campaigns are a great way to remind your customers you exist.

Analytics 82

Analytics Engineering Advertising Sales 82

Netomi

FEBRUARY 28, 2022

As Sumo Logic’s chief customer officer, she is responsible for the company’s customer operations and renewals, including customer success, professional services, global support, and education (which is no small role, as the company serves more than 2,000 customers)! Customers have so many options.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

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? 8 Ways to Use Video for Customer Success, Education, and Advocacy.

SaaS 80

SaaS Education Customer retention Sales 80

SmartKarrot

MAY 4, 2022

Well, products are made for customers. And customers use products. Take an example- Your product is doing well. By connecting with the customer success team who actually speaks to the customers to know what is wrong. How can Product Teams and Customer Success Teams Empower Each other and improve customer Journey?

Management 19

Management Customer retention Upselling B2B 19

SmartKarrot

APRIL 8, 2021

To set up a product-led customer success model, you need to base it on three pillars. Defined user journeys and clear product feature adoption flows User segments differentiated like for example- account /product based Be able to reach customers and educate them. Pillar 3: Proactive Outreach and Education.

Education 10

Education Metrics Customer centricity SaaS 10

SmartKarrot

MARCH 24, 2022

According to a survey, 79% of customers prefer live chats because they offer an immediate solution to their issues. Keeping the communication channels between the product and CS teams open to regularly update the latter about feature updates/when to upsell, etc. Why is a customer delight culture essential for growth? Conclusion.

Chief Customer Officer 10

Chief Customer Officer SaaS Customer centricity Best practices 10

SmartKarrot

MAY 28, 2021

Customer success strategies are now made compulsory for improving the customer relationships. For a service company, the focus is on being open and true with customers, renewals, upsells, keeping communication safe, and looking out for churn. The focus is on keeping customers happy with the new language and properties.

SaaS 10

SaaS Education Customer retention Upselling 10

SmartKarrot

JULY 30, 2020

Make customers happy: A CCO must have a customer-centric mindset to begin with. They should have a clear understanding of how their target customers think. Based on that, they must know what solutions to give to different kinds of customers. Consider customer feedback to create strategies.

Chief Customer Officer 10

Chief Customer Officer SaaS Upselling Journey mapping 10

SmartKarrot

MARCH 31, 2022

The sales team brings in customers based on marketing leads, referrals, and advertisements. They handle the prospect journey before they become a customer. The team needs to educate customers as much as possible and explain the product more. The sales team is also responsible for upsells, cross-sells, and renewals.

SaaS 10

SaaS Sales Feedback Upselling 10

SmartKarrot

AUGUST 27, 2020

Expanding existing customer accounts. Customer success teams can leverage marketing expertise in communicating new offers to their existing customers. These offers can be in the form of upselling or cross-selling related products. They can also help create customer segments for various account expansion activities.

Marketing 10

Marketing SaaS Accountability Customer centricity 10

Totango

JULY 19, 2021

Be sure you look for the skills and qualities that will allow a customer success manager (CSM) to truly connect with customers. Support your team by focusing on building a customer-centric culture , and you’ll soon see improvements in your customer’s success, growth, and retention rates. . Customer advocacy.

Upselling 123

Upselling Feedback Surveys Customer advocacy 123

Totango

JULY 23, 2019

Customers in the B2B and SaaS markets are inclined toward subscription options where they pay on a monthly or annual basis for a service they can discontinue at any time. This shift means there is far more value to be generated after the sale through repeated renewals, as well as possible upsells and cross-sells. The Customer Journey

Upselling 89

Upselling Customer centricity Enterprise Education 89

Totango

JULY 23, 2019

Customers in the B2B and SaaS markets are inclined toward subscription options where they pay on a monthly or annual basis for a service they can discontinue at any time. This shift means there is far more value to be generated after the sale through repeated renewals, as well as possible upsells and cross-sells. The Customer Journey

Upselling 63

Upselling Customer centricity Enterprise Education 63

SmartKarrot

MAY 13, 2021

Boosting retention is a priority and only by ensuring that- it is possible to get customer attention and gain their trust. Increases Upsells. Every customer interaction has potential for value. Expansion revenue methods such as upsells and cross sells will help companies grow on freemium models.

SaaS 10

SaaS Upselling Metrics Feedback 10

ChurnZero

JANUARY 13, 2023

As such, leaders must engage more of their customers at scale through digital programs that support low-touch segments with a more focused approach than ever before. The post-sales customer journey will also become more intelligent as organizations accelerate their use of cutting-edge data and technologies.

Chief Customer Officer 98

Chief Customer Officer Sales Customer centricity SaaS 98