Totango

FEBRUARY 6, 2020

By paying attention to a few key customer success factors designed to help you thrive in today’s digital conditions, you can shape your entire enterprise around your customer’s needs and become an integral part of their future. The Customer Success Factors You Need to Know. Access to Customer Data Across Teams.

Enterprise 92

Enterprise Customer centricity Metrics Upselling 92

Totango

MARCH 10, 2020

Put simply, if you continuously deliver value, your customers will stay happy. Customer Experience as Value. Every customer that invests in your product is really investing in their own future. To do that, we can use these 5 customer experience tips: Turn Customer Hopes into Personal Goals.

Customer Experience 93

Customer Experience Upselling Feedback SaaS 93

Totango

MAY 5, 2021

By measuring customer experience, companies can easily become more educated about customer behavior and opinions. This information can, in turn, influence product updates, customized offerings, and internal workflows. The Importance of Measuring Customer Experience. How well the product meets their needs.

Customer Experience 118

Customer Experience Education Customer centricity Metrics 118

Totango

FEBRUARY 6, 2020

By paying attention to a few key customer success factors designed to help you thrive in today’s digital conditions, you can shape your entire enterprise around your customer’s needs and become an integral part of their future. The Customer Success Factors You Need to Know. Access to Customer Data Across Teams.

Enterprise 62

Enterprise Customer centricity Metrics Upselling 62

Totango

APRIL 5, 2022

The number of NPS software providers has proliferated as the importance of tracking Net Promoter Score (NPS) has been realized by a growing number of enterprises. Take steps to win over dissatisfied or lukewarm customers. Leverage satisfied customer responses for upselling conversions and referrals.

Upselling 101

Upselling Surveys Analytics Customer retention 101

Totango

NOVEMBER 23, 2021

They help you track data on where customers are in their customer journey and lifecycle, not just where they are in the sales cycle. They help you manage and optimize customer experience by delivering outcomes customers want. A solution to this issue is customer health score. Your Upsells Are Going Down.

Upselling 91

Upselling CRM Revenue potential Feedback 91

Totango

MAY 3, 2019

If you retain customers , they’ll spend far more than the price of their initial purchase over a lifetime. Plus, current customers are more likely to make major purchases or upsells. But the only way to cultivate this prized group is to form meaningful connections which increase customer engagement and loyalty.

Enterprise 78

Enterprise Upselling Feedback Advertising 78

Totango

OCTOBER 20, 2020

By measuring customer experience, companies can easily become more educated about customer behavior and opinions. This information can, in turn, influence product updates, customized offerings, and internal workflows. The Importance of Measuring Customer Experience. How valued they feel as customers.

Customer Experience 84

Customer Experience Education Customer centricity Metrics 84

Tethr

AUGUST 27, 2020

The customer’s unadulterated perspective is the value VoC programs deliver, with the most worthy ones providing data to guide strategy. AI gives your voice of the customer programs the edge they need to make measurable change. Are you curious about how upsells, cross-sells, promotions and campaigns are impacting customer loyalty?

Enterprise 118

Enterprise Customer effort Upselling Call Center 118

Totango

MARCH 6, 2020

Voice of the Customer best practices turns words into action. The feedback your VoC efforts provide are the unique perspective of your own customers, and the actions you take based on that feedback add value to their experience. CSAT, NPS) and other feedback channels. Gather Feedback from Multiple Channels.

Best practices 93

Best practices Upselling Feedback Enterprise 93

Totango

NOVEMBER 25, 2020

Amongst these different data sources, Customer 360 accesses: Support tickets . Feedback metrics like NPS and CSAT scores. With the context provided by these data sets, your enterprise can make informed decisions on how to engage with customers in a personal, proactive manner. . View and Act on Feedback.

CRM 107

CRM Upselling Metrics Accountability 107

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. Customer enablement empowers customers by giving them the resources they need to use your product successfully. This helps deliver more satisfying customer experiences , promoting customer renewals and referrals, which are critical to B2B SaaS businesses.

B2B 82

B2B SaaS Education Brand ambassadors 82

Totango

AUGUST 14, 2020

In our latest installment in the CXO Series , we sat down with Stephanie Comardelle, Vice President of Customer Experience, Success, and Solutions at Lucid to discuss what it takes to implement a stakeholder engagement plan at a time when there is so much going on as well as how they are managing their new customer success program. .

Accountability 155

Accountability Feedback Sales Upselling 155

Totango

JANUARY 30, 2020

CSMs maximize customer ROI through proactive engagements that help the customer realize value from the product. That having been said, research supports the fact that customer experience, satisfaction, net promoter score, and other metrics are all higher/better when owned by CSMs. Keeping Customer Goals in Mind.

Accountability 71

Accountability Management Upselling Enterprise 71

Totango

JULY 24, 2020

Client expansion is the bird-in-the-hand approach to B2B enterprise growth. The digitization of business has changed the way SaaS and subscription enterprises derive value from their customers and given rise to a mutually beneficial model. Leverage Voice of Customer Feedback. Leverage Voice of Customer Feedback.

B2B 62

B2B Enterprise Best practices Upselling 62

SmartKarrot

OCTOBER 5, 2023

Businesses today strive to get growth from existing accounts and, the role of Enterprise Account Management has come to the forefront in that regard. Designing and implementing the perfect playbook for managing large-scale clients is crucial to ensuring consistent customer experience and business growth.

Enterprise 10

Enterprise Accountability Management Upselling 10

Totango

JULY 16, 2019

The digital transformation of business has created a customer-centered economy where customers seek short-term commitments and value choice, flexibility, and personalized service. This has irrevocably changed how enterprises need to approach customers. How to Nurture the Customer Relationship.

Upselling 68

Upselling Enterprise Metrics SaaS 68

Totango

JANUARY 30, 2020

CSMs maximize customer ROI through proactive engagements that help the customer realize value from the product. That having been said, research supports the fact that customer experience, satisfaction, net promoter score, and other metrics are all higher/better when owned by CSMs. Keeping Customer Goals in Mind.

Accountability 63

Accountability Management Upselling Enterprise 63

Totango

SEPTEMBER 13, 2022

Success playbooks can help you: Take a proactive approach to customer experience rather than reacting to support issues. Plan, analyze, and understand your customer lifecycle. Set well-defined goals leading to desired outcomes for each stage of your customer journey. Track metrics measuring customer success.

SaaS 86

SaaS Upselling Best practices Customer retention 86

Callminer

SEPTEMBER 14, 2020

Learn more about how speech analytics can benefit your call center operation by downloading our white paper, 10 Ways Speech Analytics Empowers the Entire Enterprise. Their long-term role is also to make sure the call center is able to develop expertise, learn through the right feedback loops and test new approaches and features.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Education Services Group

NOVEMBER 22, 2021

Because this score helps CS teams reliably assess the future state of a relationship with a given customer. With this information, companies can improve the way they interact with customers to build better relationships and a better customer experience. with your Customer Success content. 2. Industry.

Upselling 52

Upselling Metrics Enterprise Feedback 52

Call Experts

OCTOBER 5, 2023

Driving Revenue As explained by Contact Center Pipeline , effective call center agents can do more than just resolve issues; they can also upsell or cross-sell products and services, contributing to increased revenue. Well-trained agents can identify opportunities to add value to each customer interaction.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

Totango

AUGUST 14, 2020

That’s because defining customer success is a long-term joint project undertaken by you and your client. Customer success means creating data-driven engagements that provide ongoing value to the customer and growth opportunities to the enterprise. The key word is “ongoing.”.

Enterprise 76

Enterprise Feedback Upselling Accountability 76

Totango

SEPTEMBER 18, 2020

Customer success metrics should always lead to action. The most important metrics are used to reveal the kind of customer experience you are delivering. The goal of customer success should be to ensure your product is having a practical, positive impact on your customer’s daily workflows. Voice of Customer.

Metrics 62

Metrics Enterprise Feedback Upselling 62

Call Experts

APRIL 8, 2024

Driving Revenue As explained by Contact Center Pipeline , effective call center agents can do more than just resolve issues; they can also upsell or cross-sell products and services, contributing to increased revenue. Well-trained agents can identify opportunities to add value to each customer interaction.

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52

Totango

OCTOBER 6, 2020

Fulfilling a proactive role, customer success focuses on problem prevention and creates value by enabling clients to achieve business goals. Customer support is reactive and acts as a resource for clients to use when they encounter specific technical issues and need help. .

Customer Support 105

Customer Support Customer advocacy Construction Enterprise 105

ChurnZero

JANUARY 18, 2024

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. Encourage cross-functional collaboration to deliver seamless customer experiences.”

Chief Customer Officer 52

Chief Customer Officer SaaS Sales Upselling 52

Tethr

JULY 29, 2020

If you’re not regarding all touchpoints when measuring customer engagement, you’re not getting the full picture of the customer experience. Customer engagement doesn’t matter more in one channel than in another. Your business can take what they learn to create the solutions your customers actually care about.

Brand ambassadors 66

Brand ambassadors Upselling Advertising Sales 66

Totango

OCTOBER 1, 2019

Being a customer-centered enterprise means acting as a trusted advisor and helping your customers get greater business value from your product. The aim is to create customer lifetime value by nurturing sustained expansion over time for mutually beneficial growth. Customer Journey Optimization 101 .

Enterprise 81

Enterprise Metrics Benchmark Upselling 81

CSM Magazine

MAY 16, 2023

More businesses are recognising the value of outstanding customer service. In fact, 88% of companies now prioritise customer experience in their contact centres. In fact, it is so important that organisations are willing to pay up to 30% more for a better customer experience. billion between 2022-2026.

B2B 52

B2B Customer Support outsourcing Customer centricity 52

Totango

APRIL 5, 2019

Customer success metrics are used to discover what kind of customer experience you are really delivering. The goal of customer success is to generate recurring revenue by creating customer lifetime value. And with customer success metrics, you can measure whether your efforts are working. Gross upsell.

Metrics 72

Metrics Upselling Accountability Enterprise 72

Revation Systems

JANUARY 18, 2023

What is Digital Customer Service (DCS)? DCS helps enterprises save time and money by reducing the need for traditional customer service methods, like phone calls and in-person visits. It also allows two-way communication, so customers can easily explain their needs and get help resolving their issues. So what is DCS?

Customer Service 62

Customer Service Enterprise Self service Upselling 62

Totango

JULY 13, 2021

You can order dresses from eShakti, customized down to the neckline, sleeve and length, all with a few taps on a screen. Businesses need a new strategy for customer success growth. In order for your enterprise to survive this shift to a customer-centered market, it must become customer-centered, too.

Customer centricity 100

Customer centricity B2C Enterprise Upselling 100

Totango

JULY 16, 2019

The digital transformation of business has created a customer-centered economy where customers seek short-term commitments and value choice, flexibility, and personalized service. This has irrevocably changed how enterprises need to approach customers. How to Nurture the Customer Relationship.

Upselling 48

Upselling Enterprise Metrics SaaS 48

JustCall

OCTOBER 4, 2023

Common Causes Behind Customer Churn Did you know that it costs almost 7X more to acquire new customers? Lost customers equal to lost revenue. Don’t let your customer experience become a cost center, when it can serve as a powerful channel for upselling and cross-selling opportunities.

Customer retention 52

Customer retention Feedback Upselling Sales 52

Totango

JANUARY 4, 2019

‘Customer-centric’ no longer just refers to a marketing strategy—it’s a whole economy. Customer expectations and demands on enterprises have never been so high, or so personal—especially for SaaS companies who are at the forefront of both the modern wave of technology and the new customer-centricity business model.

Customer centricity 79

Customer centricity SaaS Marketing Enterprise 79

Totango

OCTOBER 20, 2022

A customer success manager helps customers continually see value in your product by helping them discover new features and teaching them how to use your product to their maximum benefit. CSMs act as the voice of the customer bringing user experience feedback to the product team. Problem-Solving.

Management 90

Management Upselling Coaching Best practices 90