Nicereply

NOVEMBER 30, 2021

Whatever the case, with the right customer win-back strategies in place, reactivating former customers may greatly add up to your bottom line. Here’s why you should pay attention to bringing lost customers back and what strategies may efficiently work for your business in 2022 and beyond. Is it worth winning back lost customers at all?

Surveys 104

Surveys B2C Benchmark Accountability 104

Totango

MAY 7, 2024

By our math, that means nine out of 10 revenue-accountable leaders need a hand getting on the same page as their fellow go-to-market (GTM) counterparts. Strategy #2: Align on customer outcomes Both teams should be laser-focused on customer results. This doesn’t just provide a useful shared goal.

Sales 100

Sales Upselling Metrics Accountability 100

Joe Rawlinson

MAY 17, 2022

Now, the question is—what are the metrics and figures to benchmark for every industry? This varies depending on the competition for a certain keyword and is crucial to their bidding strategy. Building their account on highly targeted ad groups. It involves different strategies that require trial and error.

Benchmark 15

Benchmark Advertising Entertainment Real estate 15

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. In this guide, we’ll lay out a seven-step customer success strategy you can use to promote winning outcomes for your clients: Prioritize a culture of customer success. Proactively guide customer growth.

Customer retention 88

Customer retention Journey mapping SaaS Benchmark 88

Callminer

NOVEMBER 25, 2019

Call on experienced managers for guidance in setting up benchmarks. “Experienced call center managers are helpful in setting up the initial performance benchmarks for a new outbound call center program. These benchmarks are, at first, estimated based on the past performance of similar outbound call center projects.

Best practices 182

Best practices Call Center Metrics Average Handle Time 182

Upstream Works

SEPTEMBER 1, 2020

According to the 2019 Global Customer Experience Benchmarking Report from NTT Ltd., Once contact centers are aware of agents’ needs, they can take them into account when deciding on new workplace strategies and policies. According to the 2019 Global Customer Experience, Benchmarking Report from NTT Ltd.,

Contact Center 148

Contact Center Benchmark contact center solutions Coaching 148

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. In this article, we’ll offer some tips for a winning customer engagement SaaS strategy. What Is SaaS Customer Engagement?

SaaS 100

SaaS Upselling Metrics Journey mapping 100

Totango

FEBRUARY 2, 2021

Follow our simple three-step strategy for developing winning customer success plans: Agree on mutual goals with your customer. A set of key performance indicators and benchmarks to track and measure client progress towards goals. Customer success plans provide you with a powerful tool to help clients achieve their goals.

Benchmark 127

Benchmark Chatbots Accountability Enterprise 127

ProProfs Blog

MARCH 27, 2019

There are various things that need to be taken into account besides the use of a support tool that will make or break the experience for a customer. In our interview with Ben Motteram , we’ve explored areas like customer-centric strategies, emotional intelligence and the upcoming role of chatbots.

Customer Support 163

Customer Support Chatbots Customer centricity Enterprise 163

ShepHyken

MARCH 23, 2018

Impact: Fortune 500 companies that excel at recruitment marketing strategies have 62% higher average revenue per year than those with average scores, and 152% higher average revenue per year than those with failing recruitment scores (SmashFly’s Fortune 500 Report: 2018 Recruitment Marketing Benchmarks).

Airlines 214

Airlines Morale Benchmark Marketing 214

Callminer

JANUARY 18, 2021

.” – Robert Brown, 10 Effective Call Center Operational Performance Strategies , Invensis; Twitter: @invensis. “The nature of a call center operator’s job is very sensitive, as there is account information available every time they assist a customer. ” – Marketing and Call Center Strategy , CSG.

Best practices 226

Best practices Call Center Contact Center Scripts 226

ChurnZero

SEPTEMBER 28, 2021

It’s important to have NPS benchmarks in mind so you can start making effective changes based on your score. Benchmarks allow you to figure out when your score is good, when and where there’s room for improvement, and how you might compare to other competitors in your industry. External Benchmarks. Internal Benchmarks.

Benchmark 97

Benchmark SaaS industry standards Analytics 97

ClearAction

AUGUST 3, 2023

Customer Experience-Inspired Corporate Strategy Lynn Hunsaker Customer experience-inspired corporate strategy is rare, according to a recent poll in a strategic planning LinkedIn group. We had 100+ single-page strategies simultaneously to convert costs, every year for several years. Does this surprise you?

Customer Experience 62

Customer Experience B2B Benchmark Education 62

ClientSuccess

SEPTEMBER 28, 2020

Even with this newfound realization of what has long been a critical part of SaaS strategy, investing in customer success software can still require some heavy lifting from customer success teams. The bottom line: increase account growth and decrease customer churn.

SaaS 105

SaaS industry standards Benchmark Accountability 105

Integrity Solutions

MARCH 21, 2022

With the rise of cross-functional buying committees in B2B selling situations, sales and marketing professionals are reevaluating some of their “tried-and-true” methods and shifting away from just individuals to more of an account-based sales approach. One of the hallmarks of account-base sales is hyper-personalization.

Accountability 52

Accountability Sales Customer retention B2B 52

ChurnZero

MAY 2, 2024

The 2024 B2B SaaS Benchmarking Survey by SaaS Capital is the most comprehensive and up-to-date source of its kind for SaaS and customer success leaders who want to know where they stand compared to peers and competitors. In turn, this necessitates more focus on customer retention strategies for long-term business sustainability.

SaaS 52

SaaS Benchmark B2B Surveys 52

Talkdesk

DECEMBER 1, 2020

If your CX isn’t building brand love and loyalty, it’s time to transform your CX strategy to align with your company’s business goals and impact the bottom line. Account & Interaction Management: How an organization integrates enterprise systems to collect, maintain and distribute customer information.

Contact Center 104

Contact Center Benchmark Enterprise Customer centricity 104

Peter Lavers

JUNE 29, 2017

Systemic is defined as “of or relating to a whole system, especially as opposed to a particular part”, which in business infers a holistic approach, taking into account all the variables and soft/hard factors that affect the desired commercial and experiential outcomes.

Management 79

Management Benchmark B2C B2B 79

ChurnZero

NOVEMBER 22, 2021

In this article, we cover: Budgeting Benchmarks: Do They Cause More Harm than Good? After reading this article, you’ll walk away with the budgeting strategies and models needed to have more productive conversations with your Finance team about headcount; no begging required. Budgeting Benchmarks: Do They Cause More Harm than Good?

Benchmark 98

Benchmark Finance Best practices Sales 98

Spearline

JANUARY 18, 2022

And how can I hold my vendors to account if they aren’t delivering the required service? While this streamlined approach may be an attractive strategy for some, a proactive approach to vendor management may arguably be even more crucial in this scenario. Are our telco carriers performing as they should be?

Management 98

Management Benchmark Telecommunications Analytics 98

ChurnZero

DECEMBER 27, 2022

Throughout the year, the ChurnZero team has shared content that explores so many different aspects of Customer Success, from career growth strategies and team management frameworks to retention tactics and industry benchmarks. Learn the retention strategies ChurnZero’s most resilient customers use—and how you can apply them too.

Benchmark 90

Benchmark Metrics Accountability Enterprise 90

Totango

DECEMBER 1, 2021

When you bring agile innovation to customer success , you empower your CS strategy with the latest technology. In this blog, we’ll look deeper at what an agile customer success strategy means and why you can benefit from using one. What Is an Agile Customer Success Strategy? Why Bring Agile Innovation to Customer Success?

Government 100

Government Journey mapping Accountability Benchmark 100

OctopusTech

MARCH 1, 2023

This post will break down the different components that make up a call center as well as how your team can develop an inbound call strategy. This post will break down the different components that make up a call center as well as how your team can develop an inbound call strategy. Best Practices For Effective Inbound Calls Strategy 1.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Totango

SEPTEMBER 6, 2022

For a SaaS company, an excellent QBR strategy can help you ensure you’re providing a product experience that will make customers want to renew their subscription during renewal time. Key performance indicators play a crucial role in assessing current value and setting future goals and benchmarks. What Is a QBR?

SaaS 110

SaaS Technical Support Benchmark Accountability 110

Totango

JULY 1, 2022

These considerations mean that B2B SaaS brands must develop industry-appropriate strategies to manage customer loyalty effectively. Deliver a great product with excellent service: Other strategies for cultivating loyalty will tend to fall short if your product or service underperforms.

B2B 111

B2B SaaS B2C Upselling 111

Totango

JULY 17, 2024

As Senior VP of Global Customer Success at Totango+Catalyst, I recently joined two of my colleagues, Charlie Sonnenberg , VP of Sales, and Mollie Gardner , VP of Global Revenue Strategy, for a discussion where we shared practical tips and insights into the new approaches we’ve taken to help our own GTM teams work better together and succeed.

Sales 97

Sales Metrics Accountability Benchmark 97

aircall

FEBRUARY 17, 2021

But when you put in the time and effort for sales strategy planning, the sky’s the limit as to how much you can achieve. . With some help from technology and a little thoughtful planning, you can create a sales strategy plan that helps your sales team reach their targets, week after week. The Purpose of your Sales Strategy Plan.

Sales 62

Sales call center software Best practices Call Center 62

AWS Machine Learning

AUGUST 26, 2024

Our field organization includes customer-facing teams (account managers, solutions architects, specialists) and internal support functions (sales operations). Personalized content will be generated at every step, and collaboration within account teams will be seamless with a complete, up-to-date view of the customer.

Sales 109

Sales Accountability Feedback Metrics 109

Provana

JUNE 27, 2022

IIn the post-pandemic credit and collections landscape, the Net Promoter Score (NPS) has become an "important-than ever" KPI and a benchmarking tool for customer satisfaction. Here are five key strategies that should help you accomplish exactly the same. Benchmark Ideal Calls. Capture Every Conversation.

Benchmark 52

Benchmark Analytics Customer retention Call Center 52

Totango

JUNE 24, 2022

The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies. SaaS success outcomes can be defined in terms of measurable digital benchmarks. How Can Customer Success Teams Optimize CS Strategies for SaaS?

Best practices 106

Best practices SaaS Journey mapping B2C 106

AWS Machine Learning

APRIL 22, 2024

This guide can be used as a roadmap for integrating generative AI effectively within sustainability strategies while ensuring alignment with organizational objectives. Tailoring your approach by choosing the right modality and optimization strategy is crucial for maximizing its impact on sustainability initiatives.

Best practices 119

Best practices Benchmark Transportation Engineering 119

CSM Magazine

APRIL 6, 2023

At our recent Disrupt 2023 conference I outlined how, at Sabio, we’re using data to ‘think outside the tick-box’ and help create lasting and effective wellbeing strategies for clients. First, an initial Spotlight Consultancy engagement to benchmark and understand current workplace wellbeing.

Benchmark 52

Benchmark Consulting Consulting Service level 52

ChurnZero

AUGUST 5, 2022

This installment’s myth is brought to you by ChurnZero Customer Success Manager (CSM) Allison Mortens and covers the widely held but false belief that there’s a universal standard for the number of accounts or amount of annual recurring revenue (ARR) that each CSM can manage. After reading that sentence, I bet a figure popped into your head.

Management 98

Management Benchmark Strategic Value Metrics 98

AWS Machine Learning

MAY 9, 2024

An AI/ML CoE is a dedicated unit, either centralized or federated, that coordinates and oversees all AI/ML initiatives within an organization, bridging business strategy to value delivery. An effective approach that addresses a wide range of observed issues is the establishment of an AI/ML center of excellence (CoE). What is an AI/ML CoE?

Government 115

Government Best practices Benchmark Metrics 115

ChurnZero

MARCH 31, 2023

If the vendor has been smart enough to collect aggregate data about how its customers use the product or service, it can also offer useful benchmark metrics to bolster that guidance.” If your customer churn rate is higher than these benchmarks, chances are, your company would benefit greatly by redoubling its efforts on Customer Success.

Benchmark 98

Benchmark B2B Accountability Consulting 98

Totango

OCTOBER 20, 2021

Customer journey optimization is a strategy for improving customer experiences by mapping out steps in customers’ interactions with your brand and implementing best practices to deliver satisfying outcomes at key touchpoints. Focus on intervening with renewals of accounts which are at risk of churn.

Journey mapping 96

Journey mapping Benchmark Best practices Accountability 96

COPC

APRIL 1, 2024

Over the past two decades, numerous strategies and tools have developed. Global Benchmarking Series | Contact Center Technologies Today, executives deploy digital solutions with increased confidence and swiftness. Initially, they might ask about the process for opening a new savings account.

Customer Experience 88

Customer Experience Gamification Benchmark Chatbots 88