Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy. Making upsell offers.

B2B 115

B2B Journey mapping SaaS Engineering 115

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

CustomerSuccessBox

FEBRUARY 28, 2022

The net revenue retention rate which you may also state as the net retention rate in SaaS businesses is an indicator that depicts the profits and the revenue earned by the business. But if you work out to retain existing ones and achieve a high net retention rate, this keeps away the need to acquire new customers.

SaaS 52

SaaS Best practices Enterprise Customer retention 52

ShepHyken

SEPTEMBER 24, 2021

She writes about how companies can keep their customers happy while looking for opportunities to sell more. SaaS has changed the traditional sales rules. With SaaS, purchases are mainly cloud-based with major demand. Here are a few reasons why Customer Success should be separated from Sales.? Create a virtuous circle.

SaaS 385

SaaS Sales Customer Experience Upselling 385

Totango

SEPTEMBER 13, 2022

A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. Having a playbook in place can help you deliver better results for your SaaS customers and yield higher satisfaction, retention, and revenue for your business. Plan, analyze, and understand your customer lifecycle.

SaaS 86

SaaS Upselling Best practices Customer retention 86

ChurnZero

DECEMBER 29, 2020

Customer Success teams can easily level up their performance and optimize their output by using third-party integrations to bring their company-wide customer data into a central hub. How To Nail Implementation and Customer Success Handoffs. The SaaS Debate: Who Owns the Renewal and Upsell?

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

PeopleMetrics

APRIL 17, 2015

Today, we offer a guest post examining customer experience from a digital marketing perspective. A recent Gartner survey found that 89% of companies plan to compete primarily on the basis of customer experience (CX) by 2016. Defining Customer Experience. The Economics of Customer Experience.

Marketing 108

Marketing Customer Experience Benchmark Wireless 108

Totango

MARCH 26, 2021

In today’s cloud-based environment, SaaS business models have increased awareness of how the pre-sales and post-sales phases form a unified experience from the customer’s perspective. A satisfying post-sales experience sets the stage for subscription renewals and referrals, laying a foundation for additional sales.

SaaS 66

SaaS Best practices Upselling Education 66

CustomerSuccessBox

MAY 18, 2022

Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022! A dedicated AI-powered customer success platform aiding SaaS firms to onboard, retain, upsell and drive MRR. If you are someone working in a SaaS startup, this blog has excellent thoughts to share with you.

SaaS 52

SaaS Upselling Education Customer retention 52

CustomerSuccessBox

DECEMBER 9, 2021

Customer Success is more relevant to your business more so for SaaS companies and you need to understand the nuances of the roadmap forward. Customer Success is a tricky department because it does not yield instant ROI. So we can get down to some of the Customer Success’ key performance indicators (KPIs) for 2022.

SaaS 52

SaaS Benchmark Customer advocacy Upselling 52

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.

Enterprise 69

Enterprise Upselling Metrics Accountability 69

CustomerSuccessBox

MAY 9, 2022

Doing business while keeping a pleasant client relationship has become exceedingly challenging in today’s hyper-competitive SaaS industry. The pros (new customer ARR, upsells) and cons (no new customer ARR, no upsells) should be highlighted on this Customer Success dashboard (downgrades and churn).

Metrics 52

Metrics Upselling Customer advocacy CRM 52

ChurnZero

JANUARY 25, 2024

With technology advancing and customer expectations rising, customer success has become an essential force driving business growth and customer loyalty within the SaaS industry. As the role of CS changes, so do the critical skills required for CS teams, their leaders, and CS professionals seeking new roles.

Education 52

Education Upselling Consulting Consulting 52

Lumoa

MAY 29, 2018

Upsell to existing customers =increase customer lifetime value, or CLV 4. If you collect NPS (or other customer experience metric) in the right way , this information is already available to you. People often forget that customer experience is not a number. Dropbox Startup Lessons Learned 3.

Upselling 88

Upselling Advertising Feedback SaaS 88

ChurnZero

AUGUST 14, 2020

Using third-party integrations to bring company-wide customer data into a central hub that’s designed to automate and optimize a Customer Success Manager’s output is when Customer Success really becomes a force to be reckoned with. Customer Relationship Management (CRM) Software. What is a CRM? Who owns it?

CRM 87

CRM Finance Upselling Accountability 87

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 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. It all starts with knowing how to gather customer insights and properly leverage that data. .

Upselling 68

Upselling Enterprise Metrics Customer centricity 68

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

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

JustCall

APRIL 3, 2023

Did you know that when it comes to SaaS customer success, acquiring a new customer can cost 4 to 5x more than retaining an existing one? Naturally, businesses will want to rely on customer loyalty for sustainable growth and profitability. This is where customer success comes in.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

Squelch

MAY 27, 2019

This article, “ The Importance of Data for Superior Customer Experience and Business Success ,” was originally published on Inside the Salesforce Ecosystem on May 23, 2019. The numbers speak for themselves: 86 percent of customers will pay a higher price (up to 18 percent more in some cases) for a better experience.

Customer Experience 40

Customer Experience Average Handle Time First call resolution Upselling 40

Totango

JULY 16, 2019

This has irrevocably changed how enterprises need to approach customers. Instead of capturing the bulk of customer value at the initial sale, digital companies now rely on an ongoing process of renewal and upsell that can potentially continue for years. As such, your entire enterprise needs to adopt a customer-centered approach.

Upselling 68

Upselling Enterprise Metrics SaaS 68

CustomerSuccessBox

DECEMBER 24, 2021

For B2B SaaS companies, user adoption is one of the most important elements of sustainable growth. The time to first value or core value of the product was found to be the most important metric for SaaS growth. It is simple, acquiring customers is five times more expensive than keeping an existing one. What is User Adoption?

SaaS 52

SaaS B2B Upselling Metrics 52

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. It all starts with knowing how to gather customer insights and properly leverage that data. .

Upselling 49

Upselling Enterprise Metrics Customer centricity 49

CustomerSuccessBox

MARCH 10, 2022

Create better customer experiences. In order to do so, you need to roll out NPS and customer satisfaction surveys and collect the reviews. For customer advocacy, write case studies, and ask for referrals! Figure out the upselling opportunities and act upon customer retention. But hold that thought!

Management 52

Management Customer retention SaaS Customer advocacy 52

ChurnZero

AUGUST 11, 2020

Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? Customer retention, along with new customer acquisition, has been challenging for most companies when the pandemic hit. This is a guest blog post by Anita Toth, Chief Churn Crusher. .

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

Amity

FEBRUARY 24, 2016

In this issue of the SaaS Tattler, we continue our list of Customer Success articles that are certified classics. Get your free Customer Success Hero shirt! For a limited time, we are offering an exclusive Customer Success Hero shirt to anyone who attends a public demo. it will help them hit a new level of achievement.

Upselling 48

Upselling SaaS Best practices Customer retention 48

Babelforce

APRIL 7, 2022

Creating the right customer experience for clients requires the support of strong call center solutions , which sometimes falls short. Call center solutions are the various pieces of software that businesses deploy in order to serve their customers. Not only does outbound contact create opportunities for upselling either.

call center solutions 52

call center solutions Call Center Self service call center software 52

Amity

JULY 4, 2017

This post is a collaboration with our partner Wootric , the Net Promoter Score platform for boosting customer happiness. NPS is a simple one-question survey in which you ask your customer “How likely are you to recommend our product to friends or colleagues?” Analyze the results of your NPS program quickly.

Surveys 66

Surveys SaaS Feedback Customer advocacy 66

Nicereply

MAY 11, 2020

McKinsey found that repeat e-commerce customers spend more than double what new customers spend ($52.50 average cart size for repeat customers, compared to $24.50 for new customers). SaaS businesses can see a similar benefit by upselling existing customers and providing more value as the account grows.

Customer retention 115

Customer retention SaaS Metrics Surveys 115

Totango

JULY 16, 2019

This has irrevocably changed how enterprises need to approach customers. Instead of capturing the bulk of customer value at the initial sale, digital companies now rely on an ongoing process of renewal and upsell that can potentially continue for years. As such, your entire enterprise needs to adopt a customer-centered approach.

Upselling 48

Upselling Enterprise Metrics SaaS 48

SmartKarrot

DECEMBER 28, 2021

SaaS sign-up flow is the first thing your prospective customers will experience when they interact with your product. Since first impressions are the last impression, making your SaaS sign-up flow as frictionless as possible makes sense. Before that, let us start with the definition of SaaS sign-up flow. .

SaaS 10

SaaS Upselling B2C Best practices 10

aircall

MARCH 5, 2021

An online app marketplace brings all compatible software together—complete with descriptions and reviews— to help customers, prospects, teammates, and product partners alike benefit from SaaS integrations. As SaaS companies grow , they begin seeking out willing partners to build even more integrations using the public API.

voip 62

voip SaaS Airlines Transportation 62

SmartKarrot

JULY 22, 2020

SaaS companies deploy customer success to help their customers achieve value from their product. As long as they are able to provide value to the customers, they would remain loyal to the brand. You have to measure right customer success KPIs to ensure those values are being delivered from your product.

SaaS 11

SaaS Metrics Upselling Advertising 11

Totango

FEBRUARY 10, 2021

Lead conversion: the decision-making process which converts a prospect into a buyer (such as signing up for a free trial of a SaaS product). Onboarding: actions your customer takes after purchase to become an active user of your product or service (such as activating their SaaS account and setting up their profile).

Customer retention 84

Customer retention Journey mapping Benchmark SaaS 84

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

ClientSuccess

OCTOBER 22, 2019

At its core, customer advocacy is when customer service teams work with customers to determine what is best for the customer and their long-term goals instead of making strategic decisions from an upsell or corporate growth standpoint. First, it has ushered in a new era of incredible, customer-focused experiences.

Customer advocacy 40

Customer advocacy SaaS Upselling Accountability 40