CSM Practice

JUNE 6, 2020

Contrarily, SaaS companies who understand the importance of high renewals can grow stable revenue while delivering optimum value to their customers. The renewal rate metric also provides a quick overview of customer success team performance before in-depth analysis. Therefore, the recipe for more renewals is customer success.

Metrics 89

Metrics SaaS Accountability Upselling 89

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

TechSee

MAY 18, 2022

In today’s age of customer-centric service, call centers must deliver quick answers, short hold times, and the ability to speak to a live representative on demand. Occupancy measures how much time call center representatives spend engaging with customers when they are at work as opposed to non-productive or idle time.

Call Center 109

Call Center Contact Center Benchmark Agent burnout 109

JustCall

APRIL 3, 2023

Customer success is basically about helping your customers achieve their desired outcomes and creating a positive and successful experience with your brand. It’s like extending a personal guide to your customers—one who is there to support them every step of the way.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

Totango

FEBRUARY 6, 2020

The following key factors will help you gather and share customer information so that every member of your enterprise can provide personalized, proactive value to customers. This lets you anticipate customer needs and continually provide value: Access to Customer Data. Customer Lifecycle Management.

Enterprise 92

Enterprise Customer centricity Metrics Upselling 92

Totango

JUNE 1, 2021

The reality of the unique relationship you share with your customers is captured in the data your customer success software gathers, detailing usage rates, demographics, logged interactions, voice of customer data, and other key metrics. Voice of Customer: Survey responses and satisfaction scores. Product Adoption.

Enterprise 69

Enterprise Upselling Metrics Accountability 69

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. Tom Hinds, SVP Customer Engagement at Advocate Aurora Health. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Totango

FEBRUARY 28, 2020

We all want to believe that we have a strong relationship with our customers. The digitization of business has created a customer-centric economy, and people switch services until they find the solution that suits them. These actions are the way we personalize our service to meet the demands of our customers.

Customer centricity 93

Customer centricity Metrics Upselling Enterprise 93

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 100

Customer centricity B2C Enterprise Upselling 100

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 84

Customer Experience Education Customer centricity Metrics 84

Totango

FEBRUARY 6, 2020

The following key factors will help you gather and share customer information so that every member of your enterprise can provide personalized, proactive value to customers. This lets you anticipate customer needs and continually provide value: Access to Customer Data. Customer Lifecycle Management.

Enterprise 62

Enterprise Customer centricity Metrics Upselling 62

Totango

JUNE 25, 2019

The reality of the unique relationship you share with your customers is captured in the raw numbers your CS software gathers, detailing usage rates, demographics, logged interactions, voice of customer data, and other key metrics. Voice of Customer: Survey responses and satisfaction scores. Product Adoption.

Upselling 68

Upselling Enterprise Metrics Customer centricity 68

ChurnZero

JULY 2, 2020

The challenges to becoming a customer-centric company are not easy to overcome alone. It takes a village to raise a customer-centric company. Your entire organization must invest in rallying around the customer. Q: How do you know if you’re successfully putting the customer at the center of your organization?

Chief Customer Officer 98

Chief Customer Officer Customer centricity Best practices Metrics 98

CustomerSuccessBox

MARCH 15, 2022

Aligning customers with the software installation needs and leading them to use it appropriately. Delivering value to the customers through the product’s abilities and customer experience while also staying intact with the brand image and looking for upsell opportunities every moment. Key metrics….

Accountability 52

Accountability Customer Support Management Upselling 52

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. In 2024, tracking these metrics and demonstrating their impact are essential skills for CS professionals.

Education 52

Education Upselling Consulting Consulting 52

JustCall

AUGUST 8, 2023

Personalize Marketing Campaigns It was back in 2015 when Forrester discovered that 8 out of 10 consumers would choose and pay more for a brand that offers personalized services or experiences. In other words, it is no longer a secret that personalization drives sales. 10 Ways Conversational AI Can Increase eCommerce Sales 1.

Sales 52

Sales Upselling Revenue potential 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

Global Response

MARCH 13, 2024

Creating a seamless, personalized customer experience (CX) is one of the most crucial investments businesses can make today. It distinguishes you from competitors, fosters customer loyalty, and, ultimately, determines business success. This ensures timely and effective resolution of customer issues.

outsourcing 62

outsourcing Best practices Feedback Customer retention 62

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 105

Customer Support Customer advocacy Construction Enterprise 105

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 86

SaaS Upselling Best practices Customer retention 86

ChurnZero

JANUARY 18, 2024

“Act as the voice of the customer within the organization, advocating for their needs and preferences during decision-making processes. Champion a customer-centric culture throughout the company.” Collaborate with marketing, sales, product development, and other departments to align customer needs with business objectives.

Chief Customer Officer 52

Chief Customer Officer SaaS Sales Upselling 52

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

JUNE 25, 2019

The reality of the unique relationship you share with your customers is captured in the raw numbers your CS software gathers, detailing usage rates, demographics, logged interactions, voice of customer data, and other key metrics. Voice of Customer: Survey responses and satisfaction scores. Product Adoption.

Upselling 49

Upselling Enterprise Metrics Customer centricity 49

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

ShepHyken

MARCH 5, 2023

Customer service and the customer experience are at the forefront of conversations about success and excellence in business. How can business leaders shape the future of their organizations using a customer-centric approach? Loyalty programs, incentives for larger orders, cross-sells, upsells, and more are included.

Customer Service 33

Customer Service Metrics Healthcare Upselling 33

CustomerSuccessBox

MARCH 21, 2022

How does it help the customer success team to upsell? A person who listens! In building a great system, it’s crucial to listen to what customers are saying. Tracks storytelling metrics…. Should be sound in using the data to tell a better story of the customers. What does a Chief Customer Officer do?

Chief Customer Officer 52

Chief Customer Officer Customer centricity Metrics Accountability 52

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 92

Journey mapping SaaS Upselling Enterprise 92

Amity

AUGUST 30, 2018

Customer Success is still a relatively young discipline, and as a result, leadership teams are often unsure about where it fits into their organization. This would be a short-sighted move since Customer Success and Account Management are distinguished by more than just a naming convention.

Accountability 67

Accountability Management Upselling Customer centricity 67

Totango

OCTOBER 1, 2019

Because the customer journey is not linear, your customers may be split between your sales and customer success team. For example, your customer needs to onboard two new employees while simultaneously working through an upsell with your sales team. Rather, they are the result of the overall customer experience.

Enterprise 81

Enterprise Metrics Benchmark Upselling 81

JustCall

MARCH 28, 2023

Agile Methodologies in Customer Service Integrating agile methodologies into customer support teams can make them more accountable for business outcomes. Businesses adopting these models prioritize long-term relationships, focusing on exceptional service to retain customers and secure a steady income.

Customer Service 52

Customer Service Chatbots Analytics Upselling 52

CSM Magazine

OCTOBER 12, 2022

Upskilling is upselling for agents – the art of a good conversation begins before the customer call itself, but with ongoing, open communication between management and the agents. Why lose your best talent which costs time and is expensive to replace when you can keep them engaged with well thought-out personal development plans?

Coaching 52

Coaching Upselling Analytics Customer centricity 52

Amity

JANUARY 20, 2017

Customer Success is still a relatively young discipline, and as a result, leadership teams are often unsure about where it fits into their organization. This would be a short-sighted move since Customer Success and Account Management are distinguished by more than just a naming convention.

Accountability 72

Accountability Management Upselling Customer centricity 72

CustomerSuccessBox

DECEMBER 9, 2021

Customer Success is not just about those retention rates, it is about creating a customer-centric business. Thus, Customer Satisfaction scores and NPS scores are the two next KPIs of focus. Personalization and smooth customer experience are becoming an umbrella term under Customer Success.

SaaS 52

SaaS Benchmark Customer advocacy Upselling 52

TeamSupport

APRIL 26, 2019

Many are turning to emerging technologies and processes, like the ones below, to develop customer-centric strategies. How to optimize the B2B customer experience for a competitive advantage. Both are an invaluable component of the customer experience. Offer personalized services. Understand the customer.

Customer Service 55

Customer Service B2B B2C Upselling 55

ProProfs Blog

DECEMBER 11, 2020

They even help you understand if your customers are satisfied or not. There are multiple customer satisfaction metrics that your business can use to get answers to questions like “Is my customer satisfied?” or “Are we successful as a brand to create an awesome experience for our customers?”. Let’s get started!

Metrics 148

Metrics Abandon rate Surveys Feedback 148