Totango

AUGUST 25, 2022

Six Customer Engagement SaaS Strategies That Work. For software service providers, customer engagement SaaS strategies play a central role in a successful business model. Proactive interactions with your customers can increase satisfaction and retention, driving repeat business and referral revenue.

Net Promoter Score 99

Net Promoter Score Customer Acquisition NPS Customer Journey Map 99

Totango

JULY 22, 2022

When facing a struggling economy, it’s more important than ever to keep your customers engaged and reminded of why your products and services are critical to their success. You need to remain top-of-mind to ensure you stay relevant to your clients’ business and can continue to drive growth through retention and expansion.

Scorecard 103

Scorecard NPS Customer Retention Start-ups 103

Totango

OCTOBER 6, 2020

Fulfilling a proactive role, customer success focuses on problem prevention and creates value by enabling clients to achieve business goals. Customer support is reactive and acts as a resource for clients to use when they encounter specific technical issues and need help. . How Customer Success Creates Value Using Data-Driven Measures.

Construction 108

Construction Education Customer Retention Start-ups 108

Totango

NOVEMBER 10, 2020

Outcome success plans focus on capturing mutual objectives, documenting the steps toward achieving them, and sharing information between both clients and your own internal teams—driving interconnectivity and displaying progress through one easily accessed live portal. Increase adoption by 20% by April 2021”. Define Your Plan.

Customer Relationship 121

Customer Relationship Customer Satisfaction Start-ups 121

Comm100

FEBRUARY 6, 2023

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. Enhancing your customer experience is important not just because it will increase customer loyalty and satisfaction but because customers also expect it. of their share of deposits.

Customer Experience 80

Customer Experience Omnichannel Social Media Touchpoint 80

Totango

FEBRUARY 11, 2022

B2B customer experience consists of the total set of thoughts, emotions, and behaviors that B2B clients undergo when interacting with your brand. In many cases, a small number of B2B clients account for a large percentage of a company’s revenue, leading to a need for multiple engagement models for effective relationship management.

B2B 111

B2B B2C Customer Experience Net Promoter Score 111

Totango

AUGUST 23, 2022

B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. By charting the points in your SaaS customers’ journeys, you can plan how to deliver clients’ desired outcomes and satisfying experiences that promote subscription renewals and higher revenue. Blog content. Video chat.

Touchpoint 118

Touchpoint B2B Customer Journey Map Social Media 118

Totango

SEPTEMBER 1, 2022

The traditional fixed quarterly review is being replaced by real-time performance monitoring and artificial intelligence data analysis, enabling you to stay engaged with clients between scheduled reviews. QBRs in SaaS usually involve business clients, particularly clients with larger accounts, requiring more attention.

Customer Journey Map 100

Customer Journey Map Artificial Intelligence Net Promoter Score AI 100

Totango

APRIL 6, 2023

Automation to scale and deepen customer engagement Video Business Reviews (VBRs) Creating personalized campaign content for the “tech touch” segment of your customer base is difficult because it’s so time consuming. VBRs provide account-specific data with real-time metrics that increase customer engagement and retention.

Innovation 88

Innovation Outlook CRM Sales 88

Totango

OCTOBER 12, 2022

Naturally, short-notice or no-penalty cancellations also greatly increase the risk of customer churn. With the potential for churn dramatically increasing, customer success is a key priority. As a result, enterprises are significantly increasing customer success investments to help drive results. . Leading the charge.

Sales 113

Sales Customer Retention Innovation Customer Experience 113

Totango

APRIL 13, 2022

To help you navigate the process, we’ve developed a four-part blog series about the mistakes you should avoid when choosing a CS platform. An agile customer success strategy involves making continuous, iterative, incremental improvements to achieve consistently optimized client outcomes. Business today moves at the speed of light.

AI 95

AI Start-ups Technology Technology 95

Totango

SEPTEMBER 13, 2022

A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. For example, you can design a customer success renewal playbook for clients whose subscription is nearing expiration. Your customer service team supports clients when they encounter problems along their customer journey.

Customer Retention 89

Customer Retention Construction Touchpoint Gaming 89

Execs In The Know

APRIL 5, 2024

The panelists discuss what crucial indicators informed their channel decisions and the strategies and insights involved in navigating this pivotal aspect of customer engagement. If you’re interested in delving into related topics, AI-powered customer experiences, and more, visit the Gladly blog. The panel fell on Pi Day.

Contact Center 52

Contact Center AI Social Media CX 52

Totango

OCTOBER 27, 2021

Being ghosted by a client – especially one that you’ve put a lot of time and effort into nurturing. Fortunately, there are some steps you can take to help you re-engage with disengaged customers as well as some measures you can take to help prevent client ghosting altogether. . Whatever the reason, being ghosted hurts.

Start-ups 93

Start-ups 93

SurveySensum

MAY 6, 2024

In this blog post, we will delve into five impactful strategies for establishing a robust personal brand in the digital era. You will need to devise your unique selling points, which could be low consultation fees, meeting clients in person for a better evaluation of the case, or anything your competitors aren’t offering.

Social Media 52

Social Media Start-ups Artificial Intelligence Education 52

Totango

AUGUST 18, 2022

What Is the Client Onboarding Process? Client onboarding procedures typically cover steps such as: Welcoming new customers. This increases customer satisfaction, reduces the risk of refund requests and increases the likelihood of customers renewing their subscriptions rather than churning. Assigning account managers.

Customer Journey Map 95

Customer Journey Map Close the Loop Start-ups Technology 95

SurveySensum

NOVEMBER 8, 2023

In this blog, we are going to explore the hot topic of CX automation from A to Z. With chatbots and AI to generate responses to clients’ questions, professionals say they save around 2 hours per day. Chatbots can also offer relevant products and convince the client to make a purchase.

CX 52

CX Customer Experience Artificial Intelligence NPS 52

Totango

NOVEMBER 25, 2020

To prevent these churn-centered scenarios , organizations are increasingly turning to platforms like Totango to engage customers on a personalized level that their rivals can’t match. . As clients move from onboarding to renewal, this real-time view allows CS teams to take action quickly when customer health scores fluctuate. .

Net Promoter Score 109

Net Promoter Score NPS CRM Scorecard 109

Totango

JANUARY 29, 2021

Playbooks for customer success managers help drive processes that promote winning client outcomes. Building automation into playbooks helps the customer success team produce repeatable, winning results for clients at every stage in their customer journey. With an improved customer experience, churn rates decrease, increasing retention.

Scorecard 82

Scorecard NPS Gaming Sales 82

ClientSuccess

FEBRUARY 8, 2023

So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics. Number of active users : once a customer is live and using your product or service, measure the total number of active users to stay on top of any dips or increases in logins.

Net Promoter Score 75

Net Promoter Score Invoicing NPS B2B 75

Totango

JULY 6, 2021

Measuring customer loyalty gauges the strength of your client relationships, helping you predict and manage performance. Loyal customers are likely to buy from you again and refer you to others, increasing your revenue. Customer loyalty is your clients’ commitment to your brand. What Is Customer Loyalty?

Customer Loyalty 112

Customer Loyalty Net Promoter Score NPS Voice of the Customer 112

Fonolo

AUGUST 29, 2023

In this blog, we’ll take a close look at what’s involved in active listening. It’s surprising how few of us truly engage on this level – and it matters more than you might think. Your clients will reward your efforts to know them with loyalty and repeat business. Bonus: It makes your agents’ jobs more interesting , too.

Contact Center 67

Contact Center Construction Customer Satisfaction Start-ups 67

Totango

SEPTEMBER 11, 2020

For any business, the question of how to meet the needs of the client is front and center. However, in a world where Customer Success teams often have dozens of accounts to care for, it can be challenging to fully understand the specific needs of individual client accounts and to find time to reach out to each client to meet those needs. .

Healthcare 82

Healthcare Start-ups Education Customer Relationship 82

Totango

JULY 28, 2021

Customer success managers serve as the face of your company in dealing with clients, playing a key role in ensuring satisfying experiences of your brand. Adhering to good hiring practices when recruiting customer success managers can improve the quality of your customer relationships and increase client retention rates.

Customer Relationship 118

Customer Relationship Customer Retention Customer Satisfaction Technology 118

Execs In The Know

APRIL 14, 2022

As covered in last week’s keynote-focused blog post , Customer Response Summit (CRS) Clearwater, Florida was a recent wrap (March 28–30, 2022). In this blog post we provide a glimpse at some of the CRS Clearwater sessions outside of the previously covered keynotes, including panel discussions, pre-conference workshops, and breakout sessions.

Real Estate 98

Real Estate VOC Actionable Insights CX 98

Totango

MAY 5, 2021

By measuring product experience, as a facet of customer experience, you can view how your clients interact with your product on a daily basis and the level of satisfaction they get with your service. Once these metrics are recorded, you can use this information to proactively engage customers and meet their needs in a more personalized way.

Net Promoter Score 118

Net Promoter Score Customer Experience NPS Education 118

Totango

JUNE 8, 2022

OK, maybe not the world, but they have become an increasingly important factor these days for helping SaaS companies understand whether their products and services are keeping customers engaged and delivering value, so they can prevent churn, increase expansion and earn higher valuations. How do you do this?

Start-ups 90

Start-ups CRM Sales Technology 90

Totango

AUGUST 9, 2022

B2B customer segmentation gives you the power to customize your service and even personalize it for individual clients. B2B customer segmentation is a method of dividing business clients into categories based on selected characteristics. Product usage: which segments customers based on how they are engaging with your product.

B2B 102

B2B Customer Journey Map Social Media Net Promoter Score 102

Totango

OCTOBER 27, 2021

Being ghosted by a client – especially one that you’ve put a lot of time and effort into nurturing. Fortunately, there are some steps you can take to help you re-engage with disengaged customers as well as some measures you can take to help prevent client ghosting altogether. . Whatever the reason, being ghosted hurts.

Start-ups 73

Start-ups 73

Totango

JUNE 4, 2021

Use These Great Customer Engagement Ideas to Increase Retention. Engagement is key to retention and referrals. Here are seven great customer engagement ideas you can easily put into practice. We’ll also show you how technology can help you automate your engagement strategy. Cater Promotions to Client Needs.

B2C 62

B2C Customer Journey Map NPS B2B 62

SurveySensum

MARCH 12, 2024

And what helps in creating such highly engaging and SMART surveys? In this blog, we will explore the basics of survey logic, its different types, and how it can benefit you in various ways. All the surveys that have increased efficiency, high respondent experience, and lead to more reliable results employ survey logic.

Start-ups 52

Start-ups Actionable Insights Retail Gaming 52

Totango

JULY 5, 2022

A good result indicates that the relationship is going well and the client is likely to renew, while a poor result can indicate something may not be quite right in the relationship and requires immediate attention to prevent churn. Increase in support tickets. Engage Your Customers. Low Net Promoter Score (NPS). Low usage rates.

Net Promoter Score 100

Net Promoter Score Start-ups NPS Customer Relationship 100

TeamSupport

MARCH 3, 2021

In Part 1 of this blog series we introduced the new imperative for customer support and customer success—achieving success for your customers… and for your bottom line. Proactive customer engagement accounts for more than a quarter (28%) of Support interactions and grew by 14% from 2019 to 2020. Download the report.

B2B 98

B2B Customer Retention Customer Relationship Customer Feedback 98

Uniphore

SEPTEMBER 30, 2021

Sharing information about how your call center agents’ successes have impacted the business or resulted in new client wins can give them a sense of pride in their work and boost their motivation levels. As a result, you’ll have more satisfied clients, better resolution times and increased sales.

Contact Center 100

Contact Center Gaming Customer Service Customer Satisfaction 100

SurveySensum

APRIL 1, 2024

Through strategic efforts that range from forming authentic connections with clients to aligning products with consumer values, startups can position themselves as credible alternatives to the tried-and-tested giants of their industries. Community Involvement : Demonstrating engagement beyond business, emphasizing social responsibility.

Non-Profits 52

Non-Profits Social Media Customer Feedback Close the Loop 52

ClientSuccess

FEBRUARY 14, 2023

In this blog post, we’ll discuss how empathy can help businesses bridge the gap between customer satisfaction and meaningful engagement, plus tips to incorporate it into your strategy. CMS teams show empathy when they sympathize or demonstrate understanding of a client’s situation immediately after expressing their concern.

Customer Journey Map 80

Customer Journey Map Construction Customer Relationship Customer Loyalty 80

Totango

OCTOBER 27, 2021

Being ghosted by a client – especially one that you’ve put a lot of time and effort into nurturing. Fortunately, there are some steps you can take to help you re-engage with disengaged customers as well as some measures you can take to help prevent client ghosting altogether. . Whatever the reason, being ghosted hurts.

Start-ups 62

Start-ups 62