Totango

AUGUST 25, 2022

It increases customer satisfaction and loyalty, driving higher subscription renewal rates, reduced churn, and more sales from upsells and referrals. Invite customers who are nearing subscription renewal to participate in customer satisfaction surveys. The key metric here is churn. The same applies to CLTV.

SaaS 98

SaaS Upselling Metrics Journey mapping 98

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

MAY 5, 2021

Once these metrics are recorded, you can use this information to proactively engage customers and meet their needs in a more personalized way. There are a variety of surveys and metrics you can use to measure these different elements. Anticipating which customers are viable candidates for upsell/cross-sell opportunities.

Customer Experience 118

Customer Experience Education Customer centricity Metrics 118

CSM Magazine

DECEMBER 13, 2023

There are several ways you can bridge this gap: Conduct surveys, gather feedback, or analyze their reviews. Lack of Cross-Sell and Upsell Capabilities This gap involves using strategies that integrate sales opportunities into customer interactions. Leverage customer data when creating cross-sell upsell recommendations.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

Totango

FEBRUARY 23, 2023

While net revenue retention (NRR) is a key business metric for many companies, Chris shared that customer success operations can also help you get a closer look at leading indicators to tell whether your team is on track to hit the target. It’s not a set it and forget it metric.” It’s about the customer’s outcome.”

Metrics 85

Metrics Upselling Accountability Enterprise 85

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. It can include: Customer Feedback: What anecdotal feedback has been collected by the extended customer team and surveys such as NPS and CSAT?

Upselling 65

Upselling Accountability Customer retention Metrics 65

Totango

OCTOBER 20, 2020

Once these metrics are recorded, you can use this information to proactively engage customers and meet their needs in a more personalized way. There are a variety of surveys and metrics you can use to measure these different elements. Anticipating which customers are viable candidates for upsell/cross-sell opportunities.

Customer Experience 86

Customer Experience Education Customer centricity Metrics 86

Totango

JUNE 23, 2020

Regularly Survey Customers. To get to the “net” part of the metric, subtract the percentage of detractors from the percentage of promoters — the score will range between -100 and 100. The NPS metric was designed to get a look at a customer’s thinking right now. Send NPS surveys to customers by segment.

Best practices 62

Best practices Brand ambassadors Surveys Enterprise 62

ChurnZero

AUGUST 14, 2020

Product analytics software tracks user engagement with your product including page and feature events. Know exactly how customers use (or don’t use) your product and analyze usage trends over time by capturing feature and page events as well as time-in-app metrics and online status monitoring at the contact and account level.

CRM 87

CRM Finance Upselling Accountability 87

Totango

DECEMBER 21, 2021

Effective customer success automation relies on the strategic use of technology to communicate with customers at key points and event triggers in their customer journey. It also can create an opportunity for upsell offers when applicable. Milestone Messaging as a Customer Success Manager Automation Strategy. Onboarding Tutorials.

Management 107

Management Best practices Upselling Accountability 107

Fonolo

JULY 5, 2023

How they approach upselling opportunities Upselling is something that all your customer-facing employees should be doing — not just sales. And things like sponsoring sporting events form associations in consumers’ minds. We have much more detailed information about surveying later in this blog.

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

GetFeedback

MAY 9, 2019

Two customers can view the same experience in completely different ways due to many factors that influence their interpretation of events — their upbringing, cultural background, motivations, and much more. First, you need to create a CX metrics program. that make the most impact on your main CX metric. .

Customer Experience 134

Customer Experience Metrics Journey mapping Feedback 134

Nicereply

MAY 16, 2023

And it’s not just a one-time event – it’s a continuous journey that starts with the first interaction and continues throughout the customer’s lifecycle, and email marketing is a key component of it. An effective upsell email should be personalized and focused on the customer’s needs.

Upselling 52

Upselling Feedback Best practices Personalization 52

ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. Nurture with Networking Events. Most companies’ event budget is allocated towards prospecting and brand awareness. Uncover Opportunities With Upsell Campaigns.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

Skybridge

MAY 28, 2020

Customer surveys can help provide a look at both quantitative and qualitative feedback. An important ROI metric to measure is the percentage of customer interactions that encourage repeat shopping behavior. By having this broad view, you’re not limiting yourself to the success of a short-term upsell.

Customer Service 52

Customer Service Metrics Customer Care Upselling 52

CustomerSuccessBox

MAY 18, 2022

A dedicated AI-powered customer success platform aiding SaaS firms to onboard, retain, upsell and drive MRR. It specializes in curating custom solutions by implementing an appropriate growth strategy focusing on customer success metrics. It isn’t a denial that setting the best customer experience is hard and is not an overnight event.

SaaS 52

SaaS Upselling Education Customer retention 52

Pointillist

MARCH 20, 2020

They start the journey with the ‘Payment Notice Sent’ Event, which shows that 12.5M Assessing the success of your CX initiatives and quantifying ROI starts with the ability to understand the customer behavior that impacts metrics in a positive or negative way. customers were sent a Payment Request notice.

Analytics 70

Analytics Upselling Interactive Voice Response Banking 70

JustCall

MARCH 6, 2023

Access Direct + Indirect Customer Feedback in a Centralized Place Organizations can use speech analytics to analyze explicit, direct feedback (like surveys) as well as indirect, implicit feedback (like sales numbers, social mentions, telephonic conversations, third-party reviews, and more) all in one place.

Analytics 52

Analytics Journey mapping Metrics Feedback 52

Stratifyd

MAY 30, 2019

Within call data lies rich insights about customer satisfaction, customer churn, competitive intelligence, service issues, agent performance, upsell opportunities, campaign effectiveness, and more. The transcriptions and voice metrics are combined with all other data – chat transcripts, surveys, star ratings, CRM, etc. –

Analytics 40

Analytics Telemarketing Contact Center Metrics 40

SmartKarrot

OCTOBER 3, 2022

Assist with client marketing correspondence (newsletters, campaigns, sales print materials, welcome packets, surveys, etc.). Attend college recruiting events, conferences, seminars to help strengthen the company brand. Maintain accurate sales/recruiting database and record of critical events.

Upselling 19

Upselling Coaching Best practices Consulting 19

Tethr

JULY 16, 2020

Agent reaction : I did that and the customer still filled out a survey indicating lack of resolution…how can that be my fault? Perhaps we have some post-interaction surveys indicating customer-perceived “resolution.” Agent reaction : sometimes when I do that the customer seems to get more frustrated…what do I do then?

Coaching 70

Coaching Customer effort Customer Care Upselling 70

Totango

JANUARY 8, 2019

If your net revenue churn is positive, however, it cancels out any growth gained from upsells. One easy tool is the satisfaction survey. If a survey is short, customers will spend more time considering and answering each question, which improves the quality of your data. Two Strategies to Get Below the Average Churn Rate.

Enterprise 54

Enterprise Upselling Surveys B2B 54

JivoChat

JUNE 1, 2021

Touchpoints can be any interaction that a customer has with your business , such as a survey, a consultation call, or an online purchase. Offline or virtual marketing events. Your company may hold or attend various events in your industry, both online and offline. Feedback surveys. Customer surveys.

CRM 52

CRM Advertising Chatbots Surveys 52

SmartKarrot

MARCH 17, 2022

Oversee internal event teams and resources to ensure project timelines and client expectations are met. Responsible for reporting Churn and Downsell metrics to the VP of Customer Success. Identify upsell opportunities that will be directed to General Managers on the Partnerships team.

Upselling 19

Upselling Metrics Accountability CRM 19

Global Response

FEBRUARY 13, 2022

Although it’s less common now in the Internet age, it’s still not uncommon for current or prospective customers to call to inquire for more information about products or services, place an order, ask about upgrading their service, or otherwise ask questions that may end in a sale or upsell. General Inquiries. Market research.

Call Center 62

Call Center Telemarketing Technical Support outsourcing 62

ProProfs Blog

APRIL 17, 2020

But without numbers or metric data in hand, coming up with any new strategy would only consume your valuable time. For example, you need access to metrics like NPS, average response time and others like it to make sure you come up with relevant strategies that help you retain more customers. So, buckle up. 1: Customer Churn Rate. #2:

Metrics 142

Metrics Customer retention SaaS Surveys 142

Amity

OCTOBER 12, 2017

You hear the saying “Customer Success is not a department, it’s a philosophy” Your customer journey map will determine whether that is actually true as the events and actions along it should include more than just your CS team. At the very least, start to define the stages and events of the journey and go from there.

Metrics 61

Metrics Upselling Journey mapping CRM 61

Amity

OCTOBER 12, 2017

You hear the saying “Customer Success is not a department, it’s a philosophy” Your customer journey map will determine whether that is actually true as the events and actions along it should include more than just your CS team. At the very least, start to define the stages and events of the journey and go from there.

Metrics 49

Metrics Upselling Journey mapping CRM 49

Amity

SEPTEMBER 25, 2017

Every morning before I get my day started, I look at my calendar to know where I need to be and what to prep, but I also look at some key and core metrics from the previous day. What metrics do you watch closely? We regularly look at CSAT, NPS, retention, upsells, health score, and churn.

B2C 0

B2C SaaS Accountability B2B 0

SmartKarrot

OCTOBER 2, 2023

By tracking key metrics such as product usage, customer satisfaction , and support ticket volume, you can identify at-risk customers early on and intervene before it’s too late. Actively seek feedback through surveys, customer interviews, or support channels to understand your customers’ pain points and expectations.

Upselling 10

Upselling Customer centricity Feedback Metrics 10

Cincom

MAY 8, 2024

By making communication a priority, companies see growth across all metrics. Setting up workflows to activate events like purchases, milestones, or renewals enables sending personalized messages precisely when engagement potential is highest. Continuously analyze performance metrics on automation to refine over time.

Best practices 52

Best practices Metrics Education CRM 52

ChurnZero

NOVEMBER 22, 2019

We will be hosting this one-day event in Washington DC on October 8, 2020. If you are a ChurnZero customer, there will also be a half-day customer-only training / event the day before on October 7, 2020. Many of you may have already joined us at our RYG events that we have hosted in cities across North America.

Chief Customer Officer 17

Chief Customer Officer Education Upselling Customer centricity 17

SmartKarrot

OCTOBER 25, 2023

However, it’s not merely about ticking off a recurring calendar event. It’s essential to have structured processes, be it through surveys, interactive sessions, or detailed reviews, that delve into specifics. They are the measurable metrics that indicate whether the partnership is on track.

Accountability 10

Accountability Construction Upselling Education 10

SmartKarrot

SEPTEMBER 11, 2020

They have conducted events annually since 2012. SaaStr 2020, however, has turned out to be different from all their previous events. Instead, they held a successful online event with more than 50,000 attendees. If you were not able to make this spectacular event, here are some highlights and key takeaways from SaaStr 2020.

SaaS 10

SaaS Upselling Metrics Marketing 10

SmartKarrot

JULY 30, 2021

One survey estimates that newer companies prioritize customer success 21% more than their established counterparts and are gaining from that. CS in software can enhance customer experience , predict and prevent churn, foster advocacy, drive upsells, and improve overall team efficiency. What is customer success management?

Upselling 10

Upselling SaaS B2B Metrics 10

JustCall

MARCH 9, 2023

After the software processes all this data, it can generate reports on sales performance metrics like sentiment, buying moments, call conversions, revenue from calls, average deal size, and more. AI-powered tools enable them to upsell or clinch the deal by providing key insights into the customer’s buying journey, thereby boosting revenues.

Coaching 52

Coaching Sales Chatbots Analytics 52