Beyond Philosophy

APRIL 14, 2022

However, here are some of the stats that stood out to me most: 73% of business leaders reported a direct link between customer service and business performance. 64% of business leaders say that customer service has a positive impact on the company’s growth . 60% say customer service improves customer retention .

Contact Center 195

Contact Center Upselling Engineering Education 195

JustCall

APRIL 3, 2023

Client success is not just about solving the customer’s problems but also providing proactive support to help them get the most value from your product/service. According to data, “increasing customer retention rates by 5% increases profits by 25% to 95%.” ” The math and learning are simple.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

Totango

APRIL 2, 2019

During the first week after the initial subscription, your goal should be to get customers to use the product at least once. The onboarding stage is critical in terms of customer retention, so make sure your customer understands all the features of your product and the value it provides. Gather Feedback.

Journey mapping 105

Journey mapping Upselling Accountability Feedback 105

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

Tethr

FEBRUARY 11, 2020

More specifically, mapping helps organizations make informed decisions on initiatives designed to increase customer satisfaction, to foster stronger brand loyalty, to reveal quick ways to improve customer retention, to identify hidden areas for innovation and to uncover ways to reduce churn. CX mapping benefits.

Customer Experience 76

Customer Experience Analytics Customer retention Upselling 76

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

Totango

AUGUST 27, 2019

Customer lifetime value is the net profit acquired from a customer throughout a company’s relationship with them. The easiest way to calculate CLV is to multiply the annual profit gained from a customer by the average length of time of customer retention. This means different things depending on your customer.

Upselling 61

Upselling Education Best practices Customer centricity 61

CustomerSuccessBox

APRIL 29, 2022

It is because as they kept acquiring new customers, they overlooked the existing ones! As a result, customers churned and the firm couldn’t do anything about it. If not, start focusing on customer retention. Plan the best SaaS Retention strategies that ensure customers stay with you for long.

SaaS 52

SaaS Customer retention Metrics B2B 52

Totango

JULY 13, 2021

And customers have raised their expectations, demanding products and services that can be customized to meet their specific desires. So, what are the most important elements that underpin your strategy for customer success growth in this new economy? Increase Customer Retention. Let’s take a look.

Customer centricity 100

Customer centricity B2C Enterprise Upselling 100

Education Services Group

JUNE 29, 2019

In fact, Frederick Reichheld of Bain & Company (inventor of the Net Promoter Score) has shown through research that increasing customer retention rates by just five percent can boost profits anywhere from 25 to 95 percent. Customer Success Is a Constant Process. You’ll also want to begin the onboarding process right away.

SaaS 40

SaaS Upselling Customer retention B2B 40

Totango

AUGUST 18, 2022

Personalizing dashboard interfaces. 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. Invest in customer success software to optimize your customer success workflow.

Journey mapping 92

Journey mapping SaaS Upselling Enterprise 92

Education Services Group

OCTOBER 22, 2019

Those exact pieces of information will depend slightly on the nature of your business, but there are a few that will probably help: Buyer Personas — who are your customers? What are their priorities, in their personal lives or in their jobs? They’ve been tailoring and creating content for your customers all along.

Marketing 49

Marketing Education Upselling Customer advocacy 49

JustCall

APRIL 5, 2023

When implemented correctly, CSM can: Preserve and increase a company’s revenue Increase customer advocacy Drive profitability as well as growth More importantly, customer success software can seamlessly integrate with your company’s existing CRM/help desk/social media management software to provide an in-depth view of the customer.

Management 52

Management CRM Analytics Customer retention 52

Totango

SEPTEMBER 24, 2020

Customers seek out your product as a solution to a problem and a path to growth, and your ability to deliver on that promise, right from the outset, is key to ensuring they stay satisfied and continue growing their relationship with you through repeated renewals and upsells.

Enterprise 78

Enterprise Upselling Accountability Metrics 78

CustomerSuccessBox

NOVEMBER 2, 2021

There are various factors that sales to customer success handoff can affect. Customer Retention. Retaining a customer is a major job of a Customer Success department. The process of retention starts from the beginning. Nail this step and the customer will be asking for retention themselves.

Sales 52

Sales Engineering Upselling Customer retention 52

CSM Practice

JANUARY 13, 2021

For many startup companies, the renewal process usually begins with the personnel in charge of the account reaching out to customers to start the renewal conversation. It may go like this: A scheduled check-in call devoid of meaning or personalization. Discovery of customer satisfaction and business outcome from the product.

SaaS 98

SaaS Customer centricity Accountability Education 98

Nicereply

JUNE 18, 2020

Customer retention is the act of keeping customers engaged, creating customer advocates, and reducing churn before it happens. Imagine you never acquired another customer. Your sales team went home, and all you had left was your current group of customers. That’s where customer retention comes in.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

Education Services Group

MAY 23, 2022

In today’s world, in-person conferences resonate differently than they did pre-pandemic, and TSIA World Interact in Orlando, Florida was no exception. Who owns the renewal and upsell/cross-sell process? For the last two years, we’ve all mostly been talking heads, framed in front of fake beaches and aerial views of our favorite cities.

Upselling 52

Upselling Sales Marketing Management 52

JustCall

FEBRUARY 5, 2020

With 2020 opening up, the education industry is all set to witness more advancements. An efficient education tech stack during such times is a priority. But before making the apt choice, a vivid knowledge of the targets that the education tech stack will be going to serve is also essential. loss of tracks of leads.

Education 84

Education CRM Sales Accountability 84

ChurnZero

DECEMBER 14, 2018

It’s time for another installment of our blog series where we spotlight a Customer Success professional and get their take on the industry as well as get to hear some of their top tips they’d like to share. This would involve a sizable upsell & significant revenue for our company. I failed and we had to start over.

Upselling 45

Upselling Best practices Education Customer retention 45

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. Assign Responsibilities : Assign responsibility for each strategy to a specific person or team.

Surveys 83

Surveys Feedback Banking Best practices 83

SmartKarrot

AUGUST 17, 2022

Apply here: [link] Role: Customer Success Director Location: Remote, United States Organization: IntelliShift As a Customer Success Director, you will develop and manage a small portfolio of large, high-value enterprise customers with a deep knowledge of the customer’s business goals and success criteria.

Education 19

Education Upselling Customer centricity Coaching 19

Education Services Group

SEPTEMBER 19, 2022

It would be an incredible understatement to say that the last couple of years have been a bit bumpy for, well, just about every person and every business. Yet, despite those rough patches, we started this year looking ahead to a bright future for Customer Success. upsell, and cross-sell.

Upselling 52

Upselling Sales Marketing Technology 52

SmartKarrot

JANUARY 25, 2022

This is where customer marketing as a department comes in handy. Definition of customer marketing. Customer marketing is any marketing activity that focuses on current customers. What is customer marketing responsible for? Customer marketing is responsible for a bunch of activities. contact-form-7].

Marketing 10

Marketing SaaS Upselling Education 10

Transparent BPO

AUGUST 20, 2019

Understand Customer Wants A whitepaper from West Monroe Partners — Turning the Contact Center Into a Profit Center in the Digital Age — says, “Understanding what your customers want is the first step to elevating the customer’s voice within your organization.” Free guide shows you how.

Contact Center 69

Contact Center outsourcing Surveys Call flow 69

ChurnZero

DECEMBER 20, 2019

By focusing efforts on retaining active users by iterating their existing services based on rich customer data, companies will have more opportunities to engage, upsell , and ultimately scale. . . Jay Nathan , Founder & Managing Partner, Customer Imperative . James Scott , VP of Customer Success, ShootProof .

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

SmartKarrot

AUGUST 7, 2020

This team consists of various roles like Solution Architects, Customer Success Managers (CSM), and Account Managers. The customer success team helps the client achieve value from the product and facilitates product adoption. This results in loyalty and therefore long-term customer retention. There are almost always gaps.

Chief Customer Officer 18

Chief Customer Officer Upselling SaaS Metrics 18

Education Services Group

JUNE 9, 2022

Two balls per person, except for me. While forecasting can be challenging for both Sales and Customer Success, the need to provide it has not, and likely will not, go away anytime soon—leaders will always need to know what to expect and when to expect it. (For the record, Peter said he wasn’t a golfer going into the night.

Finance 52

Finance Sales CRM Consulting 52

SmartKarrot

FEBRUARY 25, 2021

Develop and nurture cross-functional partnerships across the entire TargetCW organization including software, sales, marketing, finance and operations which impact overall customer success and drive customer retention and revenue growth. Helping drive product adoption and advocacy across the customer base.

Journey mapping 10

Journey mapping Finance Customer retention Upselling 10

Education Services Group

JULY 5, 2022

There continues to be a battle in some organizations over who should own renewals or Customer Success. The concern I’ve often heard is whether or not someone can be a trusted advisor and expected to upsell the customer at the same time. Well, a CS driven and incentivized renewal process is shown to yield better results!

SaaS 52

SaaS Customer centricity Best practices Upselling 52

SmartKarrot

JUNE 4, 2020

Your current customers are on a different phase of customer journey than your prospects. Your prospects have never heard about you before so your marketing efforts are directed towards educating them about your brand. How does the upselling or cross-selling help in customer retention?

SaaS 10

SaaS Marketing Upselling Customer retention 10

SmartKarrot

JANUARY 20, 2021

Drive customer adoption through training and development of best practices to continually create incremental value. Monitor the adoption rates WhiteSource customers; help align customer use cases with their business objectives. Generate referrals for new business by fostering strong relationships with existing customers.

Banking 10

Banking Best practices Engineering Upselling 10

SmartKarrot

JUNE 1, 2021

Responsible for managing the portfolio of existing and future customers across the region. Supporting and facilitating the customer’s adoption of the Gravity platform, features, and functionalities. Maintains a deep understanding of the products and practices to serve as a point person for the accounts.

Best practices 10

Best practices Finance Benchmark Upselling 10

SmartKarrot

JUNE 2, 2022

Benefits of Good Customer Experiences in B2B Companies. A good B2B customer experience program increases business growth and reduces churn. Improvements in customer experience lead to increase upsell and cross-sell chances by 20-40% Reduced churn Improved customer satisfaction. Mastercard.

B2B 10

B2B Customer Experience B2C Banking 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

AUGUST 7, 2020

This team consists of various roles like Solution Architects, Customer Success Managers (CSM), and Account Managers. The customer success team helps the client achieve value from the product and facilitates product adoption. This results in loyalty and therefore long-term customer retention. There are almost always gaps.

Chief Customer Officer 10

Chief Customer Officer Upselling SaaS Metrics 10

Education Services Group

SEPTEMBER 24, 2019

If you’re serious about keeping the customer base you’ve already built, it isn’t something that will magically happen on its own when renewal time rolls around. Leveraging the connection between Customer Success and renewals will deliver the personalized experience that will make your clients want to keep or expand their contract with you.

SaaS 45

SaaS Upselling B2B Service level 45