Totango

JANUARY 30, 2020

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. Access to accurate information helps every team member provide personalized, intelligent engagements and ensures the customer never needs to repeat themselves. .

Accountability 71

Accountability Management Upselling Enterprise 71

Lumoa

APRIL 28, 2024

But how can you support your customers on all the different channels they reach out on and offer a personalized yet unified response? In your CX platform dashboard, you can see how your customers behave across all touchpoints and can personalize your interactions with them based on their behavior and preferences.

Feedback 83

Feedback Consulting Consulting Enterprise 83

Totango

JANUARY 30, 2020

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. Access to accurate information helps every team member provide personalized, intelligent engagements and ensures the customer never needs to repeat themselves. .

Accountability 63

Accountability Management Upselling Enterprise 63

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. Personal: Behavioral data and demographics. Voice of Customer: Survey responses and satisfaction scores.

Upselling 68

Upselling Enterprise Metrics Customer centricity 68

JustCall

AUGUST 8, 2023

Personalize Marketing Campaigns It was back in 2015 when Forrester discovered that 8 out of 10 consumers would choose and pay more for a brand that offers personalized services or experiences. In other words, it is no longer a secret that personalization drives sales. Schedule a demo with us to know more.

Sales 52

Sales Upselling Revenue potential Customer centricity 52

Totango

APRIL 11, 2019

To improve the diagnostic value of customer success health scores, build them around the right metrics and derive solutions by understanding how those metrics impact customer lifetime value. It is a powerful tool for capitalizing on potential upsell opportunities and preventing customer churn.

Metrics 87

Metrics Upselling Accountability Enterprise 87

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. By sharing customer data across functions and teams, you can ensure that every engagement is informed and personalized. Track the Right Metrics.

Upselling 48

Upselling Enterprise Metrics SaaS 48

Totango

JULY 23, 2019

This shift means there is far more value to be generated after the sale through repeated renewals, as well as possible upsells and cross-sells. Through repeatable, personalized actions, the enterprise nurtures customer growth in anticipation of continued renewal and upsell, like a farmer nurturing an orchard of trees to repeatedly bear fruit.

Upselling 89

Upselling Customer centricity Enterprise Education 89

JustCall

MAY 4, 2023

By tracking the key success metrics and analyzing sales data, companies can uncover areas of improvement, optimize their sales processes, and boost revenue. In this guide, we will discuss how sales leaders can measure sales performance, what metrics to focus on, and what tools to use. Let’s start with the basics!

Sales 52

Sales Metrics Analytics CRM 52

JustCall

MAY 4, 2023

By tracking the key success metrics and analyzing sales data, companies can uncover areas of improvement, optimize their sales processes, and boost revenue. In this guide, we will discuss how sales leaders can measure sales performance, what metrics to focus on, and what tools to use. Let’s start with the basics!

Sales 52

Sales Metrics Analytics CRM 52

Totango

MAY 14, 2019

You’ll also need to use different metrics for each stage of the customer journey, including different KPIs for onboarding , escalation , adoption , and renewal. Be as specific as possible; remember, the goal here is to provide personalized service. This metric is about measuring how well your product meets customer expectations.

Metrics 93

Metrics Surveys Upselling Advertising 93

Totango

SEPTEMBER 13, 2022

In this way, you can develop multiple playbooks deployed based on what an individual customer is doing, leveraging data segmentation to deliver personalized success outcomes to your clients. Track metrics measuring customer success. Expansion of product usage through upsells. Optimize customer onboarding. Onboarding.

SaaS 87

SaaS Upselling Best practices Customer retention 87

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. Personal: Behavioral data and demographics. Voice of Customer: Survey responses and satisfaction scores.

Upselling 49

Upselling Enterprise Metrics Customer centricity 49

ChurnZero

APRIL 26, 2019

A successful HR manager leverages metrics to forecast, track and report on new employee onboarding. As a Customer Success leader, metrics are nothing new – they dictate the long-term goals and performance of your team. Even if you lack an HR team, consider what metrics can be applied to a newly onboarded employee.

Coaching 58

Coaching Metrics Upselling SaaS 58

Totango

FEBRUARY 6, 2020

The following key factors will help you gather and share customer information so that every member of your enterprise can provide personalized, proactive value to customers. Every touchpoint along the customer journey—from the initial sales event to support tickets, product usage metrics, and customer feedback —generates unique data.

Enterprise 62

Enterprise Customer centricity Metrics Upselling 62

Totango

MARCH 24, 2020

The digital transformation of business has encouraged customers to seek personalized, on-demand services and products built for their needs. The resulting subscription and SaaS supplier models spread customer lifetime value across repeated cycles of renewal and upsell and give customers the power to walk away if they’re not satisfied.

B2B 59

B2B Management Upselling SaaS 59

Totango

FEBRUARY 5, 2019

The digital transformation of business has empowered customers to expect responsive, personalized service from SaaS providers. Personalizing the renewal process. With constant customer engagement and data monitoring, though, you can use change as an agent for personalizing your messaging and upselling your service.

SaaS 76

SaaS Upselling Customer retention Benchmark 76

Totango

FEBRUARY 4, 2020

Never try to force or coerce customers into upsells. You don’t need to push all ofyour customers into an upsell. You can set parameters to identify those that make a good fit for an upsell w/ the right technology. Craft personalized campaigns. Nothing beats a personal touch. Spot red flags earlier.

Customer centricity 62

Customer centricity Best practices Upselling Enterprise 62

Totango

APRIL 9, 2019

It’s an invaluable metric and, with this data in hand, you can spot any problems and work on keeping your customers satisfied in the long run. Retaining customers is far less expensive than the cost of acquiring new ones and can bring growth in the form of upsells from current customers. How to Calculate Your Customer Retention Rate.

Customer retention 72

Customer retention Upselling Enterprise Metrics 72

Totango

JULY 23, 2019

This shift means there is far more value to be generated after the sale through repeated renewals, as well as possible upsells and cross-sells. Through repeatable, personalized actions, the enterprise nurtures customer growth in anticipation of continued renewal and upsell, like a farmer nurturing an orchard of trees to repeatedly bear fruit.

Upselling 63

Upselling Customer centricity Enterprise Education 63

Totango

JUNE 4, 2019

If the lifeblood phases of upsell, cross-sell, and renewal are outcomes based on customer experience , then direct customer testimony of that experience is invaluable. After all, the challenge of VoC is to balance a high-volume of information with a personalized response. The second is to act on it. Combining Words with Actions.

Upselling 78

Upselling Feedback Enterprise Surveys 78

Totango

OCTOBER 1, 2019

For example, your customer needs to onboard two new employees while simultaneously working through an upsell with your sales team. These goals are drawn from customer data and should focus on metrics and proactive engagements that have a positive impact on a customer’s experience of value. Escalation. Onboarding.

Enterprise 81

Enterprise Metrics Benchmark Upselling 81

Totango

JULY 30, 2019

To ensure your client gets the most value from the product, make sure they have appropriate goals and metrics established to increase their ROI. The digitization of business has empowered customers to seek short-term subscription solutions that provide personalized services with little initial investment.

Customer Experience 77

Customer Experience Enterprise Metrics Upselling 77

NobelBiz

JULY 25, 2023

Discover the transformative potential of data-driven decision-making and personalized interactions that cultivate lasting relationships with customers. Agent Performance Metrics: Evaluates how effectively agents resolve queries, their adherence to scripts, or their ability to manage difficult interactions.

Analytics 98

Analytics Call Center Scripts Contact center software 98

ClientSuccess

NOVEMBER 26, 2018

While many customer success managers (CSMs) are well-versed in the day-to-day activation and implementation conversations with customers, introducing them to additional services, turning them into advocates, and having upsell conversations, their customer marketing strategies and results can often fall short.

Marketing 56

Marketing Upselling SaaS Customer retention 56

Talkdesk

JUNE 29, 2017

Sales teams at companies all over the world have become too stuck in processes tied to legacy tools, inhibiting their ability to try new things and improve their metrics. Most sales teams that rely on demos to sell products need to use an external solution to perform their demos. Performetric. Simple Emotion.

Sales 40

Sales Upselling CRM Accountability 40

Totango

JUNE 20, 2019

Instead, your core metrics are telling you there’s something wrong. You can calculate your customer adoption rate using key metrics. By accessing these core metrics , you can see how well a customer is adopting your product. Request a demo to explore Spark and start boosting adoption rates.

Metrics 85

Metrics Upselling Feedback Accountability 85

Totango

NOVEMBER 19, 2019

In this customer-centered economy , you need to provide customers with a responsive, personalized service that is focused on their needs. Enterprises invest time and money delivering value to customers, and ROI returns often come in the form of recurring revenue from renewals and upsells. Personalized customer engagements.

Best practices 64

Best practices Customer centricity Enterprise Finance 64

JustCall

MAY 5, 2022

Agent Assist works by listening to recorded calls and providing personalized recommendations to reps during live conversations. The collated details enable sales teams to create personalized pitches that are tailored to customers’ distinct needs, requirements, budgets, and preferences. How does AI Agent Assist work?

Sales 52

Sales First call resolution Average Handle Time CRM 52

ClientSuccess

SEPTEMBER 3, 2020

Base only compensation plans do little to align CSMs to company objectives and also provide no additional incentives (other than personal pride and work ethic) to achieve or overachieve the expected performance standards. In my opinion, a CSM compensation plan that is 100% base salary is a mistake. Variable Split.

Management 111

Management Upselling Sales Accountability 111

Totango

DECEMBER 12, 2019

They define a clear way to track the customer experience, measure it against proven metrics, increase value, and reduce churn. . Customers can experience escalation while they’re in the midst of renewal, or some circle back to onboarding due to an upsell. . Request a demo and start your customers for success.

Management 64

Management Enterprise Best practices Benchmark 64

Totango

JUNE 6, 2019

Keeping a close watch on the customer health scores it generates—a live measurement of combined business-related metrics that determine the customer experience—will tell you how to engage with each account. If a customer’s health score is high, they may be ready to renew early or may be a candidate for upsell and cross-sell opportunities.

Enterprise 91

Enterprise Upselling Accountability Best practices 91

ClientSuccess

SEPTEMBER 27, 2018

This will ensure that if (or when) there are issues, upsell conversations, or any signs of confusion down the road that you can bring in other voices into the conversation. Instead of hosting onsite training and in-person activations, become familiar with web conferencing software and platforms. a necessity.

SaaS 74

SaaS Finance Metrics Upselling 74

ClientSuccess

OCTOBER 2, 2019

An Account Manager (or AM for short) goes after existing customers with the goal of renewing, cross-selling, and upselling the company’s product. The role is present in many businesses, but its goals are based on sales quotas, rather than an intimate knowledge of the metrics tied to a customer’s position in the marketplace.

Accountability 47

Accountability Management Upselling SaaS 47

ClientSuccess

AUGUST 14, 2019

Successfully executing a well-planned CSM compensation strategy depends on who owns revenue-generating KPIs and milestones related to a customer account, such as renewals, upsells, and new user expansions. Make sure outside client metrics are clearly defined for all CSMs, if applicable. . Stay on top of CSM compensation with data.

Best practices 40

Best practices Metrics Upselling SaaS 40

Totango

JANUARY 24, 2019

The digital transformation of business has created a customer-centered economy built on subscriptions, personalized services, and new definitions of customer loyalty. You need to adopt a company-wide strategy and prioritize your customer approach based on actual customer data in order to reduce churn and capitalize on upsell opportunities.

Upselling 54

Upselling Best practices Accountability SaaS 54

Playvox

APRIL 27, 2023

Let’s take a closer look at each for a deeper understanding of how they can bring a positive transformation in the personalized service you deliver as well as your daily operational efficiency. Leverage advanced analytics to gauge metrics such as customer retention rates and employee productivity.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52