JustCall

MARCH 10, 2023

What is a Customer Support Workflow? Customer support workflow is essentially a sequence of steps or processes that a company follows to effectively and efficiently resolve customer inquiries, complaints, or issues. Tips to Implement It: Welcome your customers with a personalized welcome message.

Customer Support 40

Customer Support Feedback Upselling Accountability 40

CustomerSuccessBox

JUNE 24, 2022

Every SaaS business lives and breathes by reducing churn and increasing recurring revenue. Monthly Recurring Revenue is a SaaS metric that you should be tracking in order to see where your SaaS business stands. This blog focuses on the excellent customer success techniques that will help you improve your recurring revenue.

Upselling 52

Upselling SaaS Customer advocacy Metrics 52

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

CSM Magazine

DECEMBER 6, 2023

When employees are well-trained and equipped with the necessary skills and knowledge to handle customer interactions effectively, they can provide each client with a personalized and tailored experience. This is essential to building long-term customer relationships. This Spotify upgrade banner shows a great upselling example.

Upselling 52

Upselling SaaS Advertising Marketing 52

Totango

MAY 10, 2022

A customer engagement strategy is critical for retaining and growing SaaS clients. In this blog, we’ll look at the essentials of a customer engagement strategy, particularly how to use it to engage enterprise clients. What Is a Customer Engagement Strategy? Trials of upsell products. Renewal of subscriptions.

Journey mapping 76

Journey mapping SaaS Enterprise B2B 76

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. Build a brand reputation as a customer-centric business.

SaaS 86

SaaS Upselling Best practices Customer retention 86

SmartKarrot

JULY 13, 2020

Hence, upsell is the clear outcome of such a situation. Upsell is the practice of encouraging a customer to buy a higher version of the product that is more expensive than the one they are already using. When I say upsell, this word sounds more relevant from the seller’s point of view. Why Upsell? For Customers.

Upselling 10

Upselling SaaS Management Metrics 10

Totango

AUGUST 18, 2022

A Customer Onboarding Checklist for Successful CS Teams. A lot goes into crafting the ideal onboarding process for SaaS products. You need to clearly demonstrate the ins and outs of your software to ensure your customers know how to use it and how to employ it effectively in the pursuit of their enterprise’s unique needs and goals.

Journey mapping 92

Journey mapping SaaS Upselling Enterprise 92

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. SaaS businesses, meanwhile, benefit from predictable streams of recurring revenue.

Chief Customer Officer 52

Chief Customer Officer SaaS Sales Upselling 52

Totango

JUNE 4, 2021

We’ll show you how to multiply opportunities for engagement through strategies such as personalization, in-app messaging, customized promotions and loyalty programs. Incorporate Personalization into Automated Messaging. Incorporate Personalization into Automated Messaging. Reward Customer Loyalty.

B2C 62

B2C Upselling Journey mapping B2B 62

CustomerSuccessBox

DECEMBER 12, 2019

Since the last 5 years, Customer Success has become a buzzword in not only the B2B SaaS industry but several other industries too. As companies have started understanding the benefits of customer success, they have started rushing into the field in the hope of getting quick returns on their investment.

SaaS 59

SaaS Upselling Construction B2B 59

ClientSuccess

APRIL 13, 2017

Importance of Aligning Customer Success & Customer Support. Perhaps the most critical alignment in an entire organization is that of customer success and customer support. Customers are the lifeblood of an organization and are the sole reason for company growth, expansion, and revenue—year after year.

Customer Support 41

Customer Support SaaS Upselling B2B 41

Totango

MARCH 4, 2022

Despite their differences, however, they do share an intimate relationship – you need strong customer service to achieve customer success. In this article, we’ll take a look at the relationship between these two important ingredients for a successful SaaS business model. What is B2B Customer Service? Lost passwords.

B2B 91

B2B Customer Service Interactive Voice Response B2C 91

Nicereply

APRIL 30, 2020

They want a customized experience and something that they can talk about in everyday interactions with friends and colleagues. Customer support forms the primary touchpoint with your users. Time and again, we tell customer support to be more human and concise. Cross-sell & Upsell, but first, answer the query.

Sales 69

Sales Customer Service Upselling CRM 69

Totango

OCTOBER 20, 2022

At other companies, CS managers may be assigned to follow up on sales during the customer onboarding phase. Customer success managers are critical at SaaS companies, where they help deliver results that promote subscription renewals and upsells. What Makes a Good Customer Success Manager? Problem-Solving.

Management 90

Management Upselling Coaching Best practices 90

ClientSuccess

FEBRUARY 8, 2023

Logo retention rat e: the opposite metric from logo churn rate, this number measures the percentage of customers that renew or retain their business with your organization in a given timeframe. Keeping track of your customer billing delinquency incidents ensures visibility and allows for quick action.

Metrics 75

Metrics Upselling B2B SaaS 75

Mindtouch

OCTOBER 23, 2017

The customer support field has undergone a renaissance during the last five years. A flood of technological innovation has improved support experiences to bolster renewal rates and customer loyalty. As such, there’s been a perfect storm of market forces driving growth in self-service support. Why Customer Support?

Self service 65

Self service Upselling SaaS Customer Support 65

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

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. Update Customer Knowledge Bases. This is shocking.

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

inSided

JUNE 21, 2019

Over the past year we’ve talked to over 30 Customer Success Management (CSM) leaders in the B2B SaaS space. We’ve gained firsthand insights into the most pressing pain points in Customer Success (CS), pinpointed the differences in Customer Success strategies and pondered the future landscape of this rapidly-evolving industry.

B2B 40

B2B Upselling SaaS Accountability 40

Totango

FEBRUARY 10, 2021

In this guide, we’ll lay out a seven-step customer success strategy you can use to promote winning outcomes for your clients: Prioritize a culture of customer success. Set success goals for each stage of your customer journey map. Segment your customer database for personalized communications.

Customer retention 84

Customer retention Journey mapping Benchmark SaaS 84

ChurnZero

NOVEMBER 1, 2019

It’s distressing when you know the customer is a great fit for your product, they just don’t have a strong or consistent person to lead the charge. Naomi Aiken, Team Lead, Customer Success. And when a customer is acquired you often don’t know how it will affect your relationship with them. Will it lead to upsell?

Chief Customer Officer 40

Chief Customer Officer SaaS Upselling Customer Support 40

SmartKarrot

MAY 28, 2020

In general, SaaS customer retention rates define the percentage of customers your company has retained for a given period. For instance, for companies offer SaaS products or services, customer retention is important since it affects directly the business profitability. What is SaaS Retention Strategy? .

Customer retention 10

Customer retention SaaS Upselling Analytics 10

ChurnZero

JULY 19, 2019

CSM Confidential – Part 1: Difficult Customer Conversations . . Being a Customer Success Manager is difficult enough. . Based upon the premise that customer support should be more proactive than reactive, the value of Customer Success cannot be understated. Implementation Specialist for SaaS Startup . ?

SaaS 56

SaaS B2B Sales Accountability 56

Amity

AUGUST 17, 2017

A few things to think through are: Is this product something that you can see yourself supporting, advocating for, and working with on a day to day basis? Most SaaS tools have a free trial. Step 4: Customer Success, Customer Support, and Account Management. You should know this before you go in.

Upselling 69

Upselling industry standards SaaS Accountability 69

Amity

AUGUST 17, 2017

A few things to think through are: Is this product something that you can see yourself supporting, advocating for, and working with on a day to day basis? Most SaaS tools have a free trial. Step 4: Customer Success, Customer Support, and Account Management. You should know this before you go in.

Upselling 61

Upselling industry standards SaaS Accountability 61

CSM Practice

JULY 24, 2019

This is as a result of greater customer trust which reduces churn, increases renewals, and bolsters user adoption through referrals and testimonials. Here are some solutions that you can use to foster a customer-centric mindset across all departments in your SaaS company: 1. Align Strategy with Customer Needs.

Customer centricity 45

Customer centricity Feedback Finance Upselling 45

Kayako

MAY 16, 2018

Especially when it comes to service businesses, both traditional and SaaS, because service solutions often need to be tailored to the individual customer. Here are 7 ways that you can use phone calls and live chat to give your customers more immediate gratification and increase your company’s revenue. People have questions.

Customer retention 59

Customer retention Upselling Sales Feedback 59

SmartKarrot

JULY 17, 2020

In any SaaS organization, there are many metrics they consider to measure their business growth. One such metric that is widely used in SaaS companies is customer lifetime value. There are many areas of generating revenue for a SaaS business through its customers. Not all customers are the same. Final Take.

SaaS 10

SaaS Feedback Metrics Surveys 10

SmartKarrot

FEBRUARY 8, 2022

Apply here: [link] Role: Customer Success Manager UK&I Location: London, England, United Kingdom (Hybrid) Organization: Ardoq As a Customer Success Manager, you will lead strategic dialogues with customers through virtual conference meetings, emails, and in-person conversations. Understand the customer use case.

Upselling 19

Upselling B2B Customer centricity SaaS 19

Amity

SEPTEMBER 25, 2017

There’s quite a lot that falls under the Customer Operations bucket, including the majority of things that are customer facing and post-sale. Customer Operations means everything from Customer Success to Customer Support, Engineering Support, and Professional Services.

B2C 0

B2C SaaS Accountability B2B 0

ChurnZero

SEPTEMBER 6, 2019

Being a Customer Success Manager is difficult enough. . Based upon the premise that customer support should be more proactive than reactive, the value of CS cannot be understated. You Know the One – That Coworker Who Treats Customer Success as Their Personal Secretary. . . i ncrease upsells?

Upselling 49

Upselling Sales Accountability SaaS 49

Comm100

APRIL 27, 2020

Here’s an example of how this might look: Anna contacts a company via SMS hoping to speak with a support agent. Anna types ‘Billing’ and is automatically routed to Lucas, a customer support agent who is trained at addressing billing enquiries. Customer status. Which customer is contacting you?

Automotive 59

Automotive CRM Upselling Customer centricity 59

JustCall

APRIL 5, 2023

These include the need to create value for customers on a recurring basis as well as lowering the switching costs for customers. Traditional customer support models will not cut it. Measurable goals like the number of new customers in a month or the number of purchases per customer help you track your customer success.

Management 52

Management CRM Analytics Customer retention 52

ChurnZero

JUNE 28, 2019

Our time has never been more valuable, and between all of our personal and professional engagements, it can be hard to partake in leisurely activities like gaming. With powerful phones in our pockets and an increased use of personal tablets, mobile gaming is just as popular and even more accessible.

B2B 49

B2B B2C Entertainment Customer advocacy 49

SmartKarrot

JULY 30, 2021

It’s a powerful, emerging marketing tool – customer success. Weren’t we providing customer support and customer service all this while, they ask. Well, yes, but no, customer success is not the same as customer support or after-sales service. Why is customer success critical for SaaS companies?

Upselling 10

Upselling SaaS B2B Metrics 10

Amity

SEPTEMBER 25, 2017

There’s quite a lot that falls under the Customer Operations bucket, including the majority of things that are customer facing and post-sale. Customer Operations means everything from Customer Success to Customer Support, Engineering Support, and Professional Services.

B2C 60

B2C SaaS Accountability B2B 60