VOZIQ

MAY 8, 2023

Often, leaders focus on significant opportunities while working on retention strategies, but the truth is that the small, readily available retention opportunities to retain customers bring in the best results. This blog shows how technology can render services to improve the customer experience with a solution-driven approach.

E-commerce 40

E-commerce Customer Acquisition ML Machine Learning 40

VOZIQ

MAY 8, 2023

Often, leaders focus on significant opportunities while working on retention strategies, but the truth is that the small, readily available retention opportunities to retain customers bring in the best results. This blog shows how technology can render services to improve the customer experience with a solution-driven approach.

E-commerce 40

E-commerce Customer Acquisition ML Machine Learning 40

Totango

DECEMBER 14, 2021

If you’re looking for how to build customer loyalty during the holidays, one of the simplest strategies you can use is sending holiday appreciation messages. This strategy can be used to thank both current customers and inactive customers who may not have purchased from you or logged in for a while. Send Holiday Appreciation Messages.

Customer Loyalty 82

Customer Loyalty Net Promoter Score Customer Satisfaction Sales 82

ClientSuccess

DECEMBER 12, 2022

This bonus model generally focuses on both quantitative objectives (retention, upsells or cross-sell measures) as well as qualitative ones (contributing to the team mentality). Payday Vectors by Vecteezy. Read further on why this structure can be beneficial when building out your ClientSuccess team! Base + Bonus.

Sales 87

Sales NPS Business Growth Customer Satisfaction 87

ClientSuccess

SEPTEMBER 3, 2020

Ideally, most objectives are quantitative and aligned to the important KPIs of the business (retention, upsell, cross-sell, NPS, # of case studies, etc.). Base + Variable – base salary with a variable component to not only reward for performance, but also to provide more upside for over-achievement against targets.

NPS 111

NPS Sales Start-ups Business Growth 111

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. Customer success managers are critical at SaaS companies, where they help deliver results that promote subscription renewals and upsells. CSM role duties may vary by company. Interpersonal skills.

Social Media 90

Social Media Sales Start-ups Customer Relationship Management 90

Shep Hyken

JULY 26, 2021

More than just saying, “Thank you,” you can share more product information, get the customer to subscribe to your blog, upsell and cross-sell, ask for reviews, and more. Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week.

Customer Service 92

Customer Service Customer Retention Contact Center AI 92

Totango

FEBRUARY 23, 2023

As the pace of change increases, Taylor advises that your operations strategy should evolve with the times. How can you ensure you’re aligning resources to the right initiatives that will protect and grow your customer base? Thankfully, customer success operations has come to the rescue. Look at the inputs, weighting, and results regularly.

Net Promoter Score 83

Net Promoter Score NPS Touchpoint Technology 83

Totango

FEBRUARY 9, 2022

One strategy for increasing your contract renewal rate is effective automation of the renewal process. A best practices renewal automation strategy, however, goes well beyond this minimum to ensure renewals. Knowing how to use technology to optimize your contract renewal process can increase your retention rates and your revenue.

Customer Retention 93

Customer Retention Start-ups Technology Technology 93

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. We’ll also show you how technology can help you automate your engagement strategy. We’ll also show you how technology can help you automate your engagement strategy.

B2C 62

B2C Customer Journey Map NPS B2B 62

Totango

DECEMBER 3, 2020

CS professionals now attest that their bonus structures are tied to company performance, renewals, net retention, upsells, and account health. . Account Health (Cited by 47% of Respondents): Customer health scores illustrate whether a client is ready for an upsell, at-risk of churning, or anywhere in between.

Net Promoter Score 64

Net Promoter Score Start-ups NPS Touchpoint 64

Fonolo

MARCH 28, 2023

If you’re considering a career as a customer experience manager for a contact center, this blog post will guide you on how to get there. Because even though most businesses work hard to offer excellent service , today’s savvy customers notice so much more. Excellent customer experience is a must and should never be overlooked.

Customer Experience Management 81

Customer Experience Management Customer Experience Contact Center Net Promoter Score 81

Totango

APRIL 30, 2021

Here’s how to calculate both kinds of costs and why retention should form part of a profitable business strategy. Developing marketing content for blogs, social media and video platforms. Comparing the cost of customer retention versus customer acquisition underscores why retaining clients is so important. Web design and maintenance.

Customer Acquisition 63

Customer Acquisition Customer Retention Social Media Engineering 63

ClientSuccess

APRIL 30, 2019

I’m excited to continue on with our blog series on customer success metrics. The topic I will cover in this blog is on the top five customer success financial metrics. Net Revenue Retention considers the o setting revenue from expansion (upsell and/or cross-sell). I will also throw in a few runner ups.

Customer Retention 46

Customer Retention Start-ups 46

SurveySensum

OCTOBER 27, 2020

She talked about her struggles, challenges, and the learnings that accumulated to her journey of being the CEO of the first customer success strategy consulting firm in the world – CSM Practice. This week, in the SurveySensum CX Thought Leader Series , we had an insightful discussion with her about her Customer Success Journey.

Education 59

Education Start-ups Customer Relationship NPS 59

Totango

MAY 14, 2021

Customer retention is the keystone in any customer success strategy. Gross revenue retention (GRR) measures how much annual recurring revenue (ARR) you retain each month after you’ve subtracted loss from churn or downgrades, without factoring in increases due to upgrades from upsells or cross-sells. Customer Health Score.

Customer Retention 65

Customer Retention Net Promoter Score NPS Voice of the Customer 65

Totango

MAY 5, 2021

Anticipating which customers are viable candidates for upsell/cross-sell opportunities. It is essential for a company to understand the behavior, opinions, and needs of their customers to provide the best service possible. This information can, in turn, influence product updates, customized offerings, and internal workflows.

Net Promoter Score 118

Net Promoter Score Customer Experience NPS Education 118

SurveySensum

NOVEMBER 6, 2023

So, with this blog, we will delve deeper into the right NPS methodology that will help you turn your NPS feedback into action. Bakery A and Bakery B competed to improve customer satisfaction. They both launched NPS surveys to assess and enhance overall satisfaction and loyalty. So, what set Bakery B apart? What is NPS?

NPS 52

NPS Close the Loop Text Analytics Customer Satisfaction 52

SurveySensum

AUGUST 17, 2023

Net Promoter Score (NPS) scores serve a purpose beyond measuring customer satisfaction; they offer cues for upselling and cross-selling opportunities. This, in turn, helps you plan your strategy to strengthen your relationship with existing customers, potentially boosting revenue while enhancing customer experiences.

NPS 52

NPS Net Promoter Score Customer Satisfaction Customer Loyalty 52

Totango

OCTOBER 1, 2020

Medium-Touch: A designated CSM is assigned between 15 and 75 customers and uses a mix of personal and digital communication channels and strategies to drive value. Customer engagement connects your customers with your company, through both personal and digital communications. What Is Customer Engagement? Types of Customer Engagement Models.

Start-ups 71

Start-ups Customer Loyalty Customer Relationship Sales 71

Totango

OCTOBER 6, 2020

To help further your understanding of these important differences, this article will breakdown the customer success vs. customer support dynamic and outline how prioritizing a proactive approach towards client relations can empower you to prevent churn, create value, increase the likelihood of renewal, and encourage upsells/cross-sells.

Construction 105

Construction Education Customer Retention Start-ups 105

ClientSuccess

JUNE 20, 2017

In our previous blog post, Part 1 of this 2-part series, we explored some of the most prominent customer success metrics including revenue rate, churn rate, gross revenue retention rate, and net revenue retention rate (which can also be found in our latest ebook). Expansion Growth Rate (Upsell + Cross-sell).

40

40

SugarCRM

OCTOBER 10, 2023

This blog post will explore the various ways in which CRM software development has transformed the way businesses operate and the benefits it offers to organizations across different industries. The Evolution of Modern CRM Software Traditional CRM Systems: In the past, CRM systems were limited by their functionality and customization options.

Business Operations 26

Business Operations CRM Social Media Sales 26

Intercom, Inc.

NOVEMBER 6, 2018

It enables me to forecast how much I’ll sell and how quickly I’ll sell it. A better strategy than praying for big wins is optimizing for efficiency – increasing your sales opportunities, average deal size and win rate while reducing your time-to-close. But the biggest problem is that it overlooks the element of time.

Sales 120

Sales Start-ups 120

Totango

JANUARY 29, 2021

Successful customers become more likely to make cross-sell and upsell purchases. Include digital and human engagement strategies. Building automation into playbooks helps the customer success team produce repeatable, winning results for clients at every stage in their customer journey. What Is a Customer Success Playbook?

Scorecard 79

Scorecard NPS Gaming Sales 79

SurveySensum

OCTOBER 18, 2023

And responding to their feedback is not merely a courtesy – it is an important strategy for businesses that aim to become customer-centric. And responding to their feedback is not merely a courtesy – it is an important strategy for businesses that aim to become customer-centric. So, let’s jump right into it!

Customer Feedback 52

Customer Feedback Social Media Customer Satisfaction Customer Expectations 52

SurveySensum

SEPTEMBER 11, 2023

To answer these questions it is important to assess your performance and ensure that you are headed in the right direction. And to do that you need to use a SaaS feedback platform that can set and track your SaaS KPIs the right way. But the challenge is that the SaaS industry is a thriving one with new products emerging every day. Let’s begin!

Net Promoter Score 52

Net Promoter Score Customer Acquisition NPS Customer Satisfaction 52

ClientSuccess

SEPTEMBER 15, 2018

Departmental strategy planning: a necessary evil of any high-growth company. While it’s clear why Customer Success should be involved in executive initiatives and C-Suite planning, the reasoning behind including other departments in customer success strategy planning may take a little explanation.

Sales 40

Sales Start-ups 40

SurveySensum

DECEMBER 6, 2023

In this blog, we will discuss how this metric can help your business, how to calculate customer health score, and why it is important, along with some examples. In this blog, we will discuss how this metric can help your business, how to calculate customer health score, and why it is important, along with some examples.

Customer Satisfaction 52

Customer Satisfaction Customer Feedback Customer Relationship Customer Retention 52

ClientSuccess

JUNE 17, 2019

Whether that revenue comes from an upsell, cross-sell, expansion, or something else, it’s still new revenue attributed to the customer. While some organizations have CSMs handle the entire upsell process, others bring in sales team members to help facilitate negotiating and contracts.

Touchpoint 42

Touchpoint Sales 42

Totango

OCTOBER 20, 2020

Anticipating which customers are viable candidates for upsell/cross-sell opportunities. It is essential for a company to understand the behavior, opinions, and needs of their customers to provide the best service possible. This information can, in turn, influence product updates, customized offerings, and internal workflows.

Customer Experience 84

Customer Experience Net Promoter Score NPS Education 84

Zendesk

JANUARY 18, 2022

What are the best upsell strategies? We bring up communication and alignment issues quite a bit in our blog; that’s simply because these problems are endemic in the industry. How do we make customers happy? That’s where sales and operations planning (S&OP) comes in. What is S&OP?

Finance 52

Finance Sales Non-Profits CRM 52

Beyond Philosophy

APRIL 14, 2022

I read a fascinating report the other day from Zendesk called The Customer Experience (CX) Trends Report 2022. I saw a dichotomy between what people are saying and what they are doing regarding Customer Experiences (CX). Organizations seem to be paying lip service to CX, but that’s all, I think some of these numbers prove it. .

Customer Satisfaction 78

Customer Satisfaction Contact Center Customer Acquisition CX 78

SugarCRM

SEPTEMBER 26, 2023

A growing number of businesses are eager to invest in predictive data analytics to accelerate their CX strategies. But there still is a question: How can companies make customer data actionable to transition from a reactive to a proactive CX approach? Once you make data actionable, you can use it proactively.

CRM 26

CRM AI Sentiment Analysis Invoicing 26

ClientSuccess

JANUARY 10, 2018

In addition to the cost of recurring revenue each year, there’s also potential for loss of renewal income or upsell deals which are frequently excluded when calculating churn costs. The probability of upselling to an existing customer is around 65%, compared to the probability to selling to a new prospect which is only around 13%.

Customer Acquisition 40

Customer Acquisition Customer Retention Innovation 40

Execs In The Know

FEBRUARY 14, 2023

It’s not an overstatement to say that ChatGPT has taken the world by storm over the last few months, captivating a wide and diverse audience across academic, technology, and business circles alike. So is there new hope on the horizon, despite the decade-long graveyard of broken chatbots and dashed automation and self-service promises?

CX 52

CX AI Compliance Gaming 52

ClientSuccess

JUNE 13, 2017

In this first blog of a two-part series, we will explore 4 major calculations (that can also be found in our latest ebook) for determining customer health, which can be thought of in pairs of two, with each set containing a “positive” measurement and a “negative” measurement. The Importance of Cross-Referencing Metrics.

Customer Retention 43

Customer Retention Start-ups Sales 43