Totango

NOVEMBER 5, 2021

During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. MH : Within my team, we have about three or four resources to work with Teresa on the digital content because we have a lot of digital messaging that goes out throughout the customer journey.

Journey mapping 110

Journey mapping Accountability Marketing Metrics 110

Fonolo

MAY 30, 2023

Managers know that call center workforce management matters. Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. Executive Guide to 6 Call Center Metrics What is Workforce Management in a Call Center? The results?

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

Kayako

MAY 13, 2022

Customer satisfaction affects the bottom line because it is a critical predictor of retention and repeat revenue. Customer satisfaction affects the bottom line because it is a critical predictor of retention and repeat revenue. The portals also automate routine customer issues such as changing account information or passwords.

Self service 110

Self service Accountability Airlines Customer Care 110

Totango

DECEMBER 6, 2021

Finally, we’ll propose how these three key insights from 2021 can be combined into a unified customer success strategy for winning results in 2022. What 2021 Taught SaaS Businesses about Customer Success. First, we’ll look at how the flywheel model has redefined our understanding of the customer journey.

SaaS 92

SaaS Best practices Journey mapping Customer advocacy 92

Totango

OCTOBER 20, 2021

This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates. In this blog, we’ll walk you through the basics of what customer journey optimization is and how it applies to the different steps in your customers’ lifecycles.

Journey mapping 91

Journey mapping Benchmark Best practices Accountability 91

ClientSuccess

JANUARY 25, 2021

Your current customers know your product inside and out and, hopefully, have seen firsthand the value your solution provides and the support of your account management team. These current customers are the perfect resource for prospective customers to learn exactly why doing business with your organization is a good idea.

Customer retention 81

Customer retention Marketing SaaS Accountability 81

BlueOcean

OCTOBER 4, 2023

Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line. But what mix of live agents versus AI is best for your business? And how do offshore solutions, interpreters, and texting play a role? The most recent census reports that 21.4% of Canadians speak French as a first language. But what’s the best approach?

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

CustomerSuccessBox

JUNE 18, 2021

In this article, we collate blogs and webinars from CustomerSuccessBox which will help you as an extensive guide for customer success. The blog tells you about how does the onboarding experience of the customer define the ongoing relationship you have with your customer . Who should manage customer onboarding in a SaaS company?

SaaS 52

SaaS B2B Customer retention Upselling 52

ClientSuccess

SEPTEMBER 3, 2020

In the first post of this two-part series, I addressed a key question that often surfaces about who owns the renewal. In this post, I’ll address the most frequent question I’m asked by customer success leaders—what is the best compensation plan for Customer Success Managers (CSMs)? Three CSM Compensation Models.

Management 111

Management Upselling Sales Accountability 111

ProProfs Blog

DECEMBER 12, 2019

Is managing your company help desk a tough challenge? A help desk functions as a multi-dimensional resource aimed to reduce the downtime of a company’s services. Are you unable to cater to the customers’ needs and their grievances? This post is dedicated to addressing this issue by and large! Gather the Right Metrics.

Wait times 143

Wait times Metrics Self service Feedback 143

CustomerSuccessBox

JUNE 24, 2022

This blog focuses on the excellent customer success techniques that will help you improve your recurring revenue. This blog will walk you through some genuine reasons why you should not miss out on investing in Customer Success. It helps companies keep up with the accounts they’ve closed, and maintain, retain, and expand them.

Upselling 52

Upselling SaaS Customer advocacy Metrics 52

customer sure

JUNE 19, 2022

In this blog we’ve talked many times about the importance of responding to customers. Understandably there are worries about resourcing or having to create a new team or little cottage industry to deal with responding to feedback. The key is to avoid keeping customer feedback centralised. when they give you feedback.

Feedback 62

Feedback B2C Morale Customer centricity 62

JustCall

APRIL 5, 2023

The need for customer success management is fairly new and fast becoming pertinent. Organizations need to embrace the CSM approach to build a trustworthy relationship with customers and track their performance using customer relationship management analytics. What is customer success management or CSM?

Management 52

Management CRM Analytics Customer retention 52

Totango

JULY 8, 2021

Many of the companies we talk to today all have the same challenge: they are sick and tired of firefighting their customer accounts. To move away from this pattern, we suggest organizations put in place an early customer warning system that enables their customer success team focus on proactive customer retention.

Upselling 65

Upselling Accountability Customer retention Metrics 65

Totango

JUNE 30, 2021

Knowing how to boost product adoption after onboarding is critical for customer retention. Onboarding is a crucial time to provide the training and resources that customers need to make the most out of your product. These customers run a higher risk of becoming disengaged and churning. What Is Product Adoption?

Best practices 94

Best practices Customer retention Metrics Accountability 94

Totango

NOVEMBER 5, 2021

During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. MH : Within my team, we have about three or four resources to work with Teresa on the digital content because we have a lot of digital messaging that goes out throughout the customer journey.

Journey mapping 84

Journey mapping Accountability Marketing Metrics 84

Totango

OCTOBER 20, 2021

This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates. In this blog, we’ll walk you through the basics of what customer journey optimization is and how it applies to the different steps in your customers’ lifecycles.

Journey mapping 72

Journey mapping Benchmark Best practices Accountability 72

Nicereply

JUNE 2, 2022

Before you invest some time and resources into a social customer service system , there are some key pieces of information you should know: What social media platforms (i.e., Established companies like Apple and Amazon have their own dedicated customer service center to cater to customers’ problems. Run a social media audit.

Customer Service 97

Customer Service Chatbots Customer Support Accountability 97

Nicereply

DECEMBER 7, 2022

Every business knows that customer success is key to maintaining loyal customers and ensuring positive word-of-mouth marketing. In this post, we’ll share tips for developing a strong customer success team to help you improve customer retention and lifecycle. Build a knowledge resource.

SaaS 52

SaaS Morale Feedback Accountability 52

Totango

JUNE 25, 2021

This makes your escalation management strategy a key to effective customer retention. In this blog, we’ll highlight some ways smart use of automation can help you improve your escalation processes. Three important processes you can automate to improve your escalation management are: Assigning support tickets.

Customer Experience 62

Customer Experience Best practices Wait times Chatbots 62

JustCall

APRIL 3, 2023

According to data, “increasing customer retention rates by 5% increases profits by 25% to 95%.” In this blog, we’ll learn how. 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? This is where customer success comes in.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

ChurnZero

AUGUST 11, 2020

This is a guest blog post by Anita Toth, Chief Churn Crusher. . 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. This is shocking.

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

Totango

MARCH 15, 2022

Your human resources practices, your project management procedures and your technology strategy all need to come together in order for you to scale up without overextending yourself. In this blog, we’ll show you how to scale customer success team pursuits without slipping into some of the most common pitfalls.

Best practices 95

Best practices Enterprise Upselling Scripts 95

ChurnZero

JULY 17, 2020

This is a guest blog post by Irit Eizips , Chief Customer Officer and CEO of CSM Practice. . Assuming that the Sales team owns the renewals, this blog will first address the question of which role within Sales should own the renewal process. Account Executive – A hunter. Account Manager – A farmer.

Sales 59

Sales Chief Customer Officer Upselling Accountability 59

CustomerSuccessBox

MAY 6, 2021

From the last couple of weeks, we’ve been writing about the importance of customer retention , key metrics to track and how Customer Success can help you drive retention, and whether your organization is ready to implement Customer success software. . Steps to implementing Customer Retention Software. Define Scope.

Customer retention 52

Customer retention SaaS Calibration Analytics 52

CSM Practice

JANUARY 13, 2021

Some of the renewal management challenges for many businesses include : Lack of a customer-centric approach. Overwhelmed CSMs managing renewals, health, and expansion. In this blog, we’ll delve into the cause of these problems and highlight the mindset, strategies, and best practices to scale the renewal process effectively.

SaaS 98

SaaS Customer centricity Accountability Education 98

Totango

JANUARY 29, 2021

Playbooks for customer success managers help drive processes that promote winning client outcomes. Customer success management is the practice of systematically nurturing customer success through standard operating procedures that follow best practices. With an improved customer experience, churn rates decrease, increasing retention.

Best practices 79

Best practices Benchmark Upselling Accountability 79

Totango

OCTOBER 20, 2021

This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates. In this blog, we’ll walk you through the basics of what customer journey optimization is and how it applies to the different steps in your customers’ lifecycles.

Journey mapping 62

Journey mapping Benchmark Best practices Accountability 62

AWS Machine Learning

DECEMBER 20, 2022

Many AWS media and entertainment customers license IMDb data through AWS Data Exchange to improve content discovery and increase customer engagement and retention. Many AWS media and entertainment customers license IMDb data through AWS Data Exchange to improve content discovery and increase customer engagement and retention.

Entertainment 82

Entertainment Scripts Personalization Advertising 82

Totango

JUNE 30, 2020

The digital transformation of business has shifted enterprise focus toward customer retention and the pursuit of long-term value. Make sure the metrics behind health scores and early warning systems are updated to account for the new environment. Communication during a crisis is about protecting your core asset, your customers.

Best practices 126

Best practices Customer retention Metrics Enterprise 126

Totango

AUGUST 18, 2022

The term is borrowed from human resources management. Assigning account managers. Activating accounts. A lot goes into crafting the ideal onboarding process for SaaS products. At the same time, you need to minimize time-to-value (TTV) to ensure customers see the benefits of your product as soon as possible.

Journey mapping 92

Journey mapping SaaS Upselling Enterprise 92

Totango

NOVEMBER 5, 2021

During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. MH : Within my team, we have about three or four resources to work with Teresa on the digital content because we have a lot of digital messaging that goes out throughout the customer journey.

Journey mapping 62

Journey mapping Accountability Marketing Metrics 62

ChurnZero

MAY 4, 2023

There’s a closely held growth secret among large B2B professional services firms, like consultants, accountants and law firms, that Customer Success Managers (CSMs) might appreciate: The more relationships a client has across a firm, the lower that client’s flight risk.

SaaS 98

SaaS Best practices Gamification Feedback 98

Nicereply

MARCH 14, 2023

Being a support manager is a demanding job that requires constant learning. These 17 books contain critical lessons that every support manager will benefit from. Every customer support manager has a busy life. Priorities are constantly competing. But one should stand strong among all the others: to keep on learning.

Management 98

Management Call Center Metrics Entertainment 98

CustomerSuccessBox

DECEMBER 3, 2021

Irrespective of your designation, this blog is going to help you with exactly that. Some of them could be: Key hires, performance awards, and promotions. It’s “ Budget and Planning ” time of the year, again! As a Customer Success leader , you reviewed your past year’s performance thoroughly. Areas for Customer Success investment.

Metrics 52

Metrics Accountability B2B SaaS 52

aircall

OCTOBER 6, 2021

One of the best strategies for increasing engagement and retention is to refine your sales onboarding process. Improves Retention + Recruitment. Employee engagement is more than just getting things done—it’s identifying with what you do. Why is this important? Defining Effective Sales Onboarding.

Sales 117

Sales Scripts Best practices Feedback 117

CustomerSuccessBox

APRIL 29, 2022

If not, start focusing on customer retention. Plan the best SaaS Retention strategies that ensure customers stay with you for long. Customer retention is critical to your company’s long-term success. 10 Best SaaS Retention strategies for your business! Incentivize Customer Retention.

SaaS 52

SaaS Customer retention Metrics B2B 52