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

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

FEBRUARY 11, 2020

Creating a customer experience (CX) map for your brand helps businesses zoom in on key insights that can focus and refine the customer experience. A CX map is comprised of all of the touchpoints a customer has or could have with an organization, as well as the interactions that occur at the touchpoints.

Customer Experience 76

Customer Experience Analytics Customer retention Upselling 76

Totango

NOVEMBER 10, 2021

So, which variables should be included in your CS compensation structure in order to motivate your team to focus and prioritize the programs that actually drive revenue over time while also providing exceptional customer experiences? Expansions & Upsells. Let’s take a look at four important factors. . How Totango Can Help.

Upselling 84

Upselling Enterprise Surveys Sales 84

TechSee

JUNE 30, 2021

While installing the range, Mike pointed out that their hood needed to be replaced, earning himself a bonus for the upsell. For example: Joe works for an office equipment supplier that has a guaranteed four-hour Service Level Agreement (SLA) with its customers. This statistic is not very conducive to customer satisfaction.

Construction 164

Construction Healthcare Upselling Enterprise 164

Pointillist

MARCH 20, 2019

By Swati Sahai The importance of calculating your customer experience ROI cannot be overstated—how will you build, measure and regularly optimize your customer experience efforts if you don’t know the return on your CX investments?

Customer Experience 59

Customer Experience Banking Metrics Analytics 59

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

NOVEMBER 10, 2021

So, which variables should be included in your CSM compensation structure in order to motivate your team to focus and prioritize the programs that actually drive revenue over time while also providing exceptional customer experiences? Expansions & Upsells. Let’s take a look at four important factors. . How Totango Can Help.

Upselling 74

Upselling Enterprise Surveys Sales 74

ChurnZero

MARCH 18, 2022

I handed them super happy customers and now they’re a hero. I would also look at post-case NPS or post-case CSAT on every interaction with the customer. I would look at NPS in an annual NPS survey by buyer role. This question refers to survey results from KeyBanc Capital Markets. How are they rating you?

SaaS 98

SaaS Metrics Enterprise Surveys 98

Totango

JUNE 1, 2021

Customer Success software helps your enterprise understand what matters to your customers. Being able to use your customer success data will enable you to better connect with your customers. It all starts with knowing how to gather customer insights and properly leverage that data.

Enterprise 69

Enterprise Upselling Metrics Accountability 69

Totango

MARCH 6, 2020

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. To make the most of your Voice of Customer (VoC) data you need to know when to request, share, and use feedback in your daily workflows to impress and serve customers.

Best practices 93

Best practices Upselling Feedback Enterprise 93

Totango

JUNE 25, 2019

Customer Success Management (CS) software helps your enterprise understand what matters to your customers. And what matters most to your customers should matter most to you. It all starts with knowing how to gather customer insights and properly leverage that data. . Personal: Behavioral data and demographics.

Upselling 68

Upselling Enterprise Metrics Customer centricity 68

Totango

AUGUST 23, 2022

Providing tutorial tips to answer customer questions and encourage greater product adoption. Delivering customer support. Resolving customer escalations or problems. Administering customer satisfaction surveys. Reminding customers to renew subscriptions. Making upsell offers. Customer support events.

B2B 115

B2B Journey mapping SaaS Engineering 115

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

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

MARCH 5, 2021

Customer retention is the lifeblood of any savvy enterprise. It’s the only way to be successful in this customer-centered economy and ensure scalable long-term revenue. To retain customers, companies must make the customer experience better and ensure customers never stop seeing value from their product or service.

Customer retention 85

Customer retention Upselling Enterprise Benchmark 85

Totango

JUNE 23, 2020

The COVID-19 pandemic has created uncertainty across the market and enterprises of all kinds are looking for a solid understanding of their customer base as they prepare for recovery. Five basic customer success best practices can help move the needle on your net promoter scores: Segment to Find Trends. Turn Data into Actions.

Best practices 62

Best practices Brand ambassadors Surveys Enterprise 62

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

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

FEBRUARY 23, 2022

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. Here, we’ll show you how to create your path to customer success. First, we’ll define what a SaaS customer journey is, break it down into stages, and explain why mapping it out is important.

SaaS 110

SaaS Journey mapping Upselling Best practices 110

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.

Analytics 70

Analytics Upselling Interactive Voice Response Banking 70

Totango

APRIL 11, 2019

A customer success health score is a framework used to identify the status of your customers so you can quickly prioritize accounts. It is a powerful tool for capitalizing on potential upsell opportunities and preventing customer churn. and the survey data by 0.85. Properly Weigh Your Metrics.

Metrics 86

Metrics Upselling Accountability Enterprise 86

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

Totango

JUNE 25, 2019

Customer Success (CS) software helps your enterprise understand what matters to your customers. And what matters most to your customers should matter most to you. It all starts with knowing how to gather customer insights and properly leverage that data. . Personal: Behavioral data and demographics.

Upselling 49

Upselling Enterprise Metrics Customer centricity 49

Totango

DECEMBER 3, 2020

CS professionals now attest that their bonus structures are tied to company performance, renewals, net retention, upsells, and account health. . They are becoming standard because companies are increasingly recognizing how CS technologies can reduce churn and generate revenue by improving the customer experience.

Upselling 64

Upselling Accountability Enterprise Metrics 64

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

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

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

Nicereply

FEBRUARY 2, 2024

Customer success is central to the success of a business. The more customers experience success with your product, the more they’ll use it and recommend it to others. Customer success has become a key priority for businesses lately because of the intense competition in most industries.

Education 59

Education Accountability Customer retention Journey mapping 59

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

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

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.

Metrics 62

Metrics Enterprise Feedback Upselling 62

Totango

DECEMBER 21, 2021

Building out customer success manager automation depends on the effective use of email and in-app messaging. Planning strategic emails at key milestones in your customer journey can help you deliver a smoother customer experience, yielding higher satisfaction and better retention rates. Onboarding Welcome Messages.

Management 105

Management Best practices Upselling Accountability 105

Totango

APRIL 9, 2019

Customer retention is the lifeblood of any savvy enterprise. It’s the only way to be successful in this customer-centered economy and ensure scalable long-term revenue. To retain customers, companies must make the customer experience better and ensure customers never stop seeing value from their product or service.

Customer retention 72

Customer retention Upselling Enterprise Metrics 72

Totango

SEPTEMBER 17, 2021

It gives the individual user an opportunity to experience your product for themselves. It also gives you an opportunity to deliver them a data-driven, customized experience and demonstrate how your product meets their individual needs. Creates Upsell Opportunities. What Are the Pros of a Freemium SaaS Model? Try it free.

SaaS 74

SaaS Best practices Upselling Journey mapping 74

TechSee

MAY 29, 2018

Google Consumer Survey underscores these statistics, with 20% of consumers (1 in 5) reporting that they’ve watched an unboxing video. In customer care organizations, FCR is used to gauge the quality of customer service as well as the overall efficiency of the call center’s operations.

Contact Center 95

Contact Center Call Center Best practices Customer centricity 95

Totango

APRIL 18, 2019

Get started by providing a good experience both before and after the customer signs up in order to show that you’re dedicated to building a long-term relationship. Study the customer experience and learn what customers want from your product and brand. For example, what are your customers’ priorities?

Upselling 74

Upselling Customer centricity Surveys Education 74