OctopusTech

APRIL 27, 2021

In 2021, enterprises want to achieve the goals planned in the last year. Companies are now focusing more on customer support to enhance the customer experience. Thus, Customer support outsourcing is the key to attain a new record in sales and customer retention. Real-Time Omnichannel Support.

outsourcing 101

outsourcing Chatbots Customer Support Self service 101

ChurnZero

OCTOBER 5, 2021

Last week we had the much anticipated opportunity to sponsor, attend, and speak at the in-person 2021 SaaStr Annual conference. SaaS customers are only using 50% of the licenses that they buy- @markroberge. David Carnes (@davidpcarnes3) September 27, 2021. Customer Success begins in Sales and needs to be part of your funnel.

SaaS 95

SaaS B2B Customer retention Sales 95

ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. Staci Satterwhite, Chief Customer Officer, Khoros. Phillip Graham, Vice President of Customer Success & Partnerships, Hubb.

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

ChurnZero

OCTOBER 12, 2021

Announcing the Winners of ChurnZero’s 2021 ChurnHero Awards. Your Customer Success program is a telling datapoint when comparing great companies apart from their peers. The effects of CS run deeper than just customer retention – this instrumental function can have a profound impact on your long-term corporate success.

Healthcare 98

Healthcare Accountability Metrics Surveys 98

ChurnZero

OCTOBER 26, 2021

2021 SaaS Awards Announced – APPEALIE Honors The Very Best In Software. APPEALIE has announced the winners of the 2021 SaaS Awards and ChurnZero is honored to be recognized for the fifth year in a row. 41 SaaS apps were recognized for their demonstrated excellence and customer outcomes. Quantum Metric. OnDMARC / Red Sift.

SaaS 98

SaaS Customer centricity Metrics Education 98

ShepHyken

SEPTEMBER 10, 2023

” I’m intrigued by the article as it claims that one way to attract and retain these customers is through visual imagery. For some small brands, a viral moment can be game-changing for putting their brand on the map, and for larger retailers, it can draw attention to a new product line to significantly boost sales.

Customer Service 216

Customer Service B2C Customer retention B2B 216

Totango

MAY 27, 2022

It lets your product do the talking, departing from a sales-led growth strategy that depends on a conventional sales pitch. SaaS businesses adopt product-led marketing to lower customer acquisition costs while improving customer retention and accelerating revenue growth. What Is Product-led Growth (PLG)?

SaaS 126

SaaS Customer retention Sales Marketing 126

Beyond Philosophy

NOVEMBER 9, 2023

Statistic #1: Gallup Analytics says companies that apply the principles of behavioral economics can outperform their competition by 85% in sales growth and more than 25% in gross margins. I have long been an advocate of focusing on customer retention over acquisition. It cripples their customer-driven growth.

Customer retention 195

Customer retention Sales Consulting Consulting 195

Satrix Solutions

JULY 28, 2021

As many studies have demonstrated , a company-wide focus on delivering a strong customer experience at every touchpoint will often have very positive effects on a business. We had an opportunity to sit down and chat about this topic, as well as what's coming up in the Customer Success industry with Abby Hammer, [.]

Customer Experience 122

Customer Experience B2B Surveys Construction 122

ChurnZero

JANUARY 22, 2021

“But I didn’t want a job in sales!”. If you’ve internally cursed the idea of selling or simply desire to take your sales skills up a notch, then this webinar is for you. Apply a language framework to “get into” the sales conversations. Never get ghosted by a customer again. Their customer asked to talk in November 2021.

Sales 98

Sales Chief Customer Officer Upselling Metrics 98

Anexa BPO

JANUARY 3, 2021

As we begin 2021, companies of all sizes will need to adapt to new ways of doing business. The importance of efficiency and exceeding customer expectations has never been greater. How Can You Increase Business Efficiency in 2021? 2021 will present many uncertainties in the business world.

outsourcing 52

outsourcing Telemarketing Business Process Outsourcing Customer retention 52

Totango

MARCH 26, 2021

At one time, customer lifecycle models took a seller-centric perspective which split the pre-sales phase of the customer’s journey from the post-sales phase. A satisfying post-sales experience sets the stage for subscription renewals and referrals, laying a foundation for additional sales. Conversion.

SaaS 68

SaaS Best practices Upselling Education 68

ClientSuccess

JANUARY 12, 2021

Three 2021 customer success resolutions: 1. Continue the customer-first mindset that became popular in 2020. This past year was all about flexibility, pivoting, and delivering value to customers above all else. 2021 is not the year to go back to ‘before’. Make customer success an industry-wide initiative.

Journey mapping 53

Journey mapping SaaS Accountability Customer retention 53

Totango

OCTOBER 12, 2022

Naturally, short-notice or no-penalty cancellations also greatly increase the risk of customer churn. Combined with intense competition and sign-up discounts, not to mention global inflation prompting many consumers to rethink their budgets, the customer retention stakes are high. . Developing a winning strategy.

Enterprise 115

Enterprise Surveys Sales Customer retention 115

JivoChat

JULY 25, 2021

It’s a popular platform for many reasons, one of which is its extensibility — with the variety of WooCommerce plugins available, businesses can customize their e-commerce sites with ease. Take a look at what we learned in our roundup of the 31 best WooCommerce plugins in 2021. Best WooCommerce Plugins for the Customer Experience.

Sales 52

Sales Accountability Upselling B2B 52

ChurnZero

JANUARY 15, 2021

Now backed by a proven track record of keeping SaaS businesses afloat amidst change and uncertainty (situational circumstances that aren’t changing anytime soon), Customer Success is destined to be the most influential function in the organization as it progresses from retaining to growing revenue in the new year.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

ChurnZero

OCTOBER 12, 2021

Announcing the Winners of ChurnZero’s 2021 ChurnHero Awards Your Customer Success program is a telling datapoint when comparing great companies apart from their peers. The effects of CS run deeper than just customer retention – this instrumental function can have a profound impact on your long-term corporate success.

Healthcare 52

Healthcare Accountability Metrics Surveys 52

JivoChat

JUNE 7, 2021

Customer interaction is a crucial part of each step on the customer journey and is pivotal to your brand’s position in the marketplace. Customer interaction is significant to the customer experience because it is an ongoing process that can strengthen relationships. Customer retention interactions.

Best practices 52

Best practices Chatbots Customer retention Surveys 52

Satrix Solutions

JANUARY 24, 2022

Looking back now, it is easy to see that a change in customer priorities began in the early days of the pandemic in 2020, when the surge in distributed workforces and e-commerce began. Some organizations also make an investment into something like retention marketing.

Customer Experience 97

Customer Experience B2B Customer centricity Feedback 97

Fonolo

JUNE 15, 2021

5 Important Strategies for Agent Engagement in 2021. They should focus on engagement, which ultimately drives agent retention as well as a boost in consumer-focused metrics. Ultimately, investing in agent engagement is an investment in the overall business, which has a long-term positive impact on sales growth and customer retention.

Call Center 115

Call Center Contact Center Metrics Morale 115

ChurnZero

DECEMBER 29, 2020

Check out this post to see if you’re inadvertently sending subliminal negativity to your customers. Customer Success Operations 101: Drive Productivity with Purpose, People, and Process. Today, you’d be hard-pressed to find a high-velocity sales, marketing, or product team without a designated operations function.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

JivoChat

APRIL 8, 2021

There are many benefits of customer engagement tools, as they can help your company do the following: Boost Sales and Revenue. Do you know that 86% of customers will pay more to get a great customer experience? So, striving to deliver excellent customer service is a surefire way to increase your sales.

Sales 52

Sales Chatbots Brand ambassadors Surveys 52

Education Services Group

NOVEMBER 8, 2021

The 2021 Customer Success Leadership Study is out! Especially when they are telling a story about how Customer Success is booming. Without further ado – here’s a quick recap of the 2021 Customer Success Leadership Study! This year, there was a small downtick to 86% for both Product and Sales.

Chief Customer Officer 52

Chief Customer Officer Finance Surveys Sales 52

Skybridge

MARCH 4, 2021

The first thing to keep in mind, and the stats below will support this statement, is that customer service should not be seen as a cost, but as an investment that will lead to higher profits. So, why invest in customer service and CX? Senior Vice President, Sales and Marketing. Skybridge Americas.

Customer Care 52

Customer Care B2C B2B Customer retention 52

CustomerSuccessBox

AUGUST 27, 2021

Customer Success team or the Sales team. Model 1: Sales owns new logos, expansion, and renewals Model 2: Customer Success owns expansion and renewals Model 3: A separate customer-focused sales team owns expansion and renewals. The more customer-centric your business is, the more likely it is to succeed.

Sales 52

Sales Management SaaS Customer retention 52

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Query volumes spiked as customers (and companies) faced unprecedented problems, placing huge stress on customer service agents.

Customer Service 104

Customer Service Chatbots Surveys Customer retention 104

ChurnZero

OCTOBER 28, 2021

Q&A Recap: 2021 Customer Success Leadership Study Results Revealed. With each passing year the Customer Success industry matures and meets new challenges along the way, and this year has been in many ways just as challenging as the last. We actually helped some customers do that back in the day.

Chief Customer Officer 52

Chief Customer Officer Metrics Finance Surveys 52

ChurnZero

JANUARY 13, 2022

Our recent Customer Success Leadership Study showed that 61% of respondents reported a Vice President and above as being the highest leader in their Customer Success organization in 2021 – an increase of 7% from the previous year. This is in part due to a rise in the standing of the Chief Customer Officer role.

Chief Customer Officer 98

Chief Customer Officer SaaS Engineering Consulting 98

ChurnZero

MARCH 31, 2023

Case studies have shown loyal customers spend more— up to six times more —over the customer lifetime. In other words, the growth a company generates from loyal customers will vastly outweigh the value of the initial sale. Here are 11 statistics, quotes and quips that make the case for investing in Customer Success teams.

Benchmark 98

Benchmark B2B Accountability Consulting 98

TechSee

JUNE 25, 2019

The two fields attracting the most AI investment last year were automated AI-powered customer service agents, which raised $4.5 billion, and sales process recommendation and automation, which attracted $2.7 Emotion analytics can be used to classify a customer’s mood with the right priority and route it to the right agent.

Technology 122

Technology Customer Service Gamification Contact Center 122

ClientSuccess

APRIL 28, 2021

Silicon Slopes, Utah, April 28, 2021 — ClientSuccess, a leading Customer Success Platform, announced today that Kristi Faltorusso has joined their executive leadership team as Vice President of Customer Success. . Faltorusso brings over a decade of experience in Customer Success leadership. and PracticalCSM.

SaaS 59

SaaS B2B Customer retention Consulting 59

JivoChat

MARCH 15, 2021

Benefits of Omnichannel Customer Service. According to a survey conducted by Aspect Software , businesses that adopt omnichannel strategies achieve 91% greater year-over-year customer retention rates compared to businesses that don’t. Improves customer retention. Increases customer loyalty.

Customer Service 52

Customer Service Multichannel CRM Upselling 52

Playvox

NOVEMBER 2, 2021

But given the level of uncertainty experienced in the last 18 months – ever-changing pandemic guidance, more workers voluntarily resigning from jobs, many of us still working remotely – what impact will this have on customer behavior and buying habits as we close out 2021? Social Sales. Hybrid Holiday.

Contact Center 73

Contact Center Sales Customer retention Customer Service 73

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Query volumes spiked as customers (and companies) faced unprecedented problems, placing huge stress on customer service agents.

Customer Service 82

Customer Service Chatbots Surveys Customer retention 82

JivoChat

AUGUST 10, 2021

As we head into the back half of 2021 and 2022 looms ahead, you’ll see that digital commerce is being pushed to the forefront for both B2B and B2C consumers. Digital commerce examples also include things like: Marketing online products and brands to encourage sales. Digital commerce brings a large percentage of sales volume.

B2C 52

B2C Customer retention Chatbots Self service 52

JivoChat

JUNE 15, 2021

Pricing | Install on your Shopify store : The platform is free to install, with migration costs based on the total number of orders, products, customers, and blog posts. Best Shopify Apps to Increase Sales. With Shopify’s upsell and cross-selling apps , you don’t need a live customer service rep to boost your sales.

Upselling 52

Upselling Analytics Sales Marketing 52

JivoChat

MARCH 10, 2021

Proactive customer service is more than just a buzzword. What once seemed like a novel tac has been proven to deliver tangible results in increased customer retention, loyalty, and sales. When you provide an excellent experience for your customers the first time, why would they not return for more?

Customer Service 52

Customer Service Surveys Feedback Customer Support 52