Totango

FEBRUARY 6, 2020

By paying attention to a few key customer success factors designed to help you thrive in today’s digital conditions, you can shape your entire enterprise around your customer’s needs and become an integral part of their future. Focusing on these customer success factors will help you operationalize customer-centricity across your enterprise.

Enterprise 92

Enterprise Customer centricity Metrics Upselling 92

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. SaaS professionals who geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. There is often more than one way to calculate a given Customer Success metric; Gaming.

SaaS 52

SaaS Metrics Customer retention Construction 52

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. So, how are leading enterprises using customer journey analytics in the real world?

Analytics 70

Analytics Upselling Interactive Voice Response Banking 70

CustomerSuccessBox

MAY 25, 2021

Loyal customers contribute to your revenue growth through Upsells, providing referrals, and advocacy. Measuring both of these metrics will give a more balanced view of your retention. You can know about other retention metrics which matters for your SaaS business . You cannot keep upselling if you lose clients!

Customer retention 52

Customer retention Metrics Upselling SaaS 52

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 6 Key Areas of Customer Success Metrics. There are six key areas of the customer experience that can be accurately measured using customer success metrics.

Metrics 62

Metrics Enterprise Feedback Upselling 62

Totango

FEBRUARY 28, 2019

Your user adoption metrics create a silent, unending conversation between your enterprise and your customer. It follows then, that your adoption metrics should reflect this deeper goal and generate insight into customer engagement. This phase leads you into the renewal and upsell process. Renewal/Upsell.

Metrics 83

Metrics Upselling Accountability Enterprise 83

CSM Practice

FEBRUARY 24, 2020

This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. Most customer success metric fall into one of these four categories: Customer Usage Metrics. Customer Financial Metrics. Customer Heath Metrics.

Metrics 52

Metrics Education Upselling SaaS 52

Totango

FEBRUARY 6, 2020

By paying attention to a few key customer success factors designed to help you thrive in today’s digital conditions, you can shape your entire enterprise around your customer’s needs and become an integral part of their future. Focusing on these customer success factors will help you operationalize customer-centricity across your enterprise.

Enterprise 62

Enterprise Customer centricity Metrics Upselling 62

Totango

AUGUST 25, 2022

It increases customer satisfaction and loyalty, driving higher subscription renewal rates, reduced churn, and more sales from upsells and referrals. For example, you can: Extend premium upgrade offers to freemium customers. Extend upsell offers or referral incentives to customers with high satisfaction ratings.

SaaS 97

SaaS Upselling Metrics Journey mapping 97

Totango

MAY 10, 2022

In this blog, we’ll look at the essentials of a customer engagement strategy, particularly how to use it to engage enterprise clients. After considering what a customer engagement strategy is and its benefits, we’ll offer ten key tips for keeping enterprise executives and stakeholders engaged. Trials of upsell products.

Journey mapping 77

Journey mapping SaaS Enterprise B2B 77

TeamSupport

DECEMBER 8, 2023

Do you need an enterprise solution, or do you have a smaller group that just needs a modern ticketing system to simplify their workflow? Look for software that provides robust reporting and analytics features, allowing you to track key metrics, identify trends, and measure the effectiveness of your support efforts.

Customer Support 105

Customer Support Analytics Upselling Customer centricity 105

CSM Practice

FEBRUARY 24, 2020

This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. Most customer success metric fall into one of these four categories: Customer Usage Metrics. Customer Financial Metrics. Customer Heath Metrics.

Metrics 52

Metrics Education Best practices Accountability 52

CSM Practice

FEBRUARY 24, 2020

This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. Most customer success metric fall into one of these four categories: Customer Usage Metrics. Customer Financial Metrics. Customer Heath Metrics.

Metrics 52

Metrics Education Best practices Accountability 52

Totango

JUNE 1, 2021

Customer Success software helps your enterprise understand what matters to your customers. 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.

Enterprise 69

Enterprise Upselling Metrics Accountability 69

Totango

NOVEMBER 25, 2020

With this feature, you can examine a number of insightful metrics and segment your client base for an optimized customer journey that surpasses what the competition can offer. . Feedback metrics like NPS and CSAT scores. Product usage and adoption metrics. Here are just a few examples: . Financial data. Sales history.

CRM 108

CRM Upselling Metrics Accountability 108

Totango

JANUARY 8, 2019

Most subscription-based enterprises look at “churn rates,” or the percentage of customers who cancel their subscription every year. For example, you could divide the number of people who had canceled a subscription during the month of September 2018 by the number of subscribers you had on September 1st, 2018. Gross Revenue Churn Rates.

Enterprise 54

Enterprise Upselling Surveys B2B 54

Totango

DECEMBER 29, 2021

This promotes customer satisfaction, benefiting your clients and bringing your business higher retention rates and upsell revenue. For example, if you notice a particular support issue is coming up frequently, a new feature that solves this problem would be desirable for your customer base with the added benefit of reducing Support resources.

Customer centricity 98

Customer centricity SaaS Upselling Metrics 98

CustomerSuccessBox

OCTOBER 5, 2021

The following are the key considerations that you must look at (for improving retention, increase renewals & upsells, etc. Let me try to explain the aforementioned steps using real examples. Since they differ from firm to firm, tracking every metric out there doesn’t make economical sense. Let’s dive right onto it!

Upselling 59

Upselling SaaS Metrics Accountability 59

Lumoa

APRIL 28, 2024

You can even find opportunities for cross-selling, upselling, or personalized promotions by using real-time insights and trends generated by AI. Despite efforts to collect and analyze feedback, employees frequently struggle to pinpoint what affects these metrics. You reach them where they are with the messages that resonate with them.

Feedback 83

Feedback Consulting Consulting Enterprise 83

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

JUNE 25, 2019

Customer Success Management (CS) software helps your enterprise understand what matters to your customers. 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.

Upselling 68

Upselling Enterprise Metrics Customer centricity 68

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. And this repeated revenue stream is the lifeblood of SaaS and related enterprises.

Upselling 68

Upselling Enterprise Metrics SaaS 68

Totango

MARCH 5, 2021

Customer retention is the lifeblood of any savvy enterprise. 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. Let’s take an example of how this formula works in practice. For example, in the SaaS industry, 35% is a good retention rate.

Customer retention 86

Customer retention Upselling Enterprise Benchmark 86

Totango

AUGUST 9, 2022

For example, a marketing team might study the social media activity of all website visitors who purchased a specific product to identify the characteristics of visitors who are most likely to buy. For example, customers can be grouped based on potential support issues and preemptively sent relevant self-service tools, like tutorial links.

Best practices 100

Best practices B2B Journey mapping Upselling 100

Totango

FEBRUARY 28, 2020

Analyzing customer success metrics. Analyzing Customer Success Metrics. Closely following your customer’s day-to-day growth with your product yields a range of metrics you can use to guide customer engagements. Your customer engagement strategy should acknowledge how enterprise growth ties to customer growth.

Customer centricity 93

Customer centricity Metrics Upselling Enterprise 93

Totango

SEPTEMBER 11, 2020

As a result, businesses can build better client communication, create enticing offers for upsell opportunities, and meet overall business goals in a more reliable manner. . Explore How Data-Driven Customer Engagement Software Can Improve Your Enterprise. Engaging Customers, Both New and Established. Improved Brand Consistency.

Upselling 81

Upselling Enterprise Healthcare Metrics 81

Totango

SEPTEMBER 13, 2022

To give a customer success playbook example, let’s say a customer has just started the onboarding process. For example, you can design a customer success renewal playbook for clients whose subscription is nearing expiration. Track metrics measuring customer success. Expansion of product usage through upsells.

SaaS 87

SaaS Upselling Best practices Customer retention 87

Totango

JUNE 25, 2019

Customer Success (CS) software helps your enterprise understand what matters to your customers. 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.

Upselling 49

Upselling Enterprise Metrics Customer centricity 49

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. And this repeated revenue stream is the lifeblood of SaaS and related enterprises.

Upselling 48

Upselling Enterprise Metrics SaaS 48

Totango

APRIL 16, 2021

This lays the groundwork for subscription renewals and upsell opportunities. It’s important to make sure you’re tracking the proper metrics. We’ve already discussed the example of using names in onboarding emails. For example, you can reach out to a customer by name to follow up on a support issue.

Personalization 69

Personalization Upselling Benchmark SaaS 69

Callminer

SEPTEMBER 14, 2020

For instance, to improve key call center metrics such as first call resolution , business analysts may recommend implementing speech analytics solutions to improve agent performance management. That requires involvement in process design and improvement, workload planning and metric and KPI analysis. Kirk Chewning. kirkchewning.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Totango

FEBRUARY 9, 2022

For example, if a customer is on an annual cycle, the renewal period might start during the last few months of their contract. For top-tier, or Enterprise, customers this conversation usually begins 6 months prior to the renewal date. Automated procedures also may be set up to reach out to customers who fail to renew.

Customer retention 94

Customer retention SaaS Best practices Upselling 94

Totango

JULY 8, 2021

With this system, alerts are automatically generated about any customer who requires attention – be it a customer with deteriorating health or an upsell opportunity that is set to renew soon. Here are some examples of events and possible actions to be taken: 10 new users joined the account: Schedule training for new users.

Upselling 65

Upselling Accountability Customer retention Metrics 65

Totango

JULY 13, 2021

In order for your enterprise to survive this shift to a customer-centered market, it must become customer-centered, too. In the future, you may be able to offer them an upsell. For example, it can help you learn if your nurturing programs are succeeding in improving customer satisfaction.

Customer centricity 101

Customer centricity B2C Enterprise Upselling 101

Nicereply

JUNE 20, 2023

Roles with similar titles have vastly different responsibilities , deliverables, and metrics in the market. Strategies and skills differ broadly depending how you define your customer: Direct to consumer, SMB, Mid-market, and enterprise are all different. Likewise, you need to understand individual candidates’ CX experience.

Customer Experience 86

Customer Experience SaaS Construction Morale 86

Totango

SEPTEMBER 20, 2022

Monitoring customer satisfaction metrics and intervening when low satisfaction levels are detected. Offering customized upsells geared toward customer needs and product usage patterns. Higher retention creates more opportunities for upsells and referrals, increasing revenue. The post What is Customer Enablement?

B2B 83

B2B SaaS Education Brand ambassadors 83

Totango

SEPTEMBER 1, 2022

In general, QBR meetings help ensure that SaaS clients receive the value they’re paying for from their software provider, promoting higher subscription renewal, upsell, and referral rates. Overall, the benefits of SaaS QBRs boil down to higher subscription renewal rates and more revenue from upsells and referrals.

SaaS 98

SaaS Journey mapping Upselling Best practices 98