Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. Customer enablement empowers customers by giving them the resources they need to use your product successfully. Here we’ll walk you through the essentials you need to know to harness customer enablement to increase B2B and SaaS sales.

B2B 85

B2B SaaS Education Brand ambassadors 85

OctopusTech

JUNE 29, 2023

Most organizations generally use these different tactics such as outbound call center services for customer retention in the long run and to enhance the entire sales process. Almost 68% of the customers believe that a company should check the taste and preference and then modify the experiences.

Customer retention 62

Customer retention Call Center Upselling outsourcing 62

The Northridge Group

JUNE 2, 2023

Providing excellent customer experiences (CXs) is important for both business-to-customer (B2C) and business-to-business (B2B) contact centers. The stakes are usually higher with B2B customers. Business customers are often looking for a different type of CX than consumer customers. KNOW YOUR CUSTOMER.

B2B 67

B2B B2C Contact Center contact center associations 67

TechSee

APRIL 3, 2018

It is well known that the acquisition costs of converting new customers far outweigh the cost of maintaining current customers, further motivating companies to find and implement innovative customer retention strategies. Technology – key to successful customer retention strategies.

Customer retention 141

Customer retention Technology Analytics Technical Support 141

Totango

MAY 7, 2024

Both CS and Sales leaders agree: Retention is the #1 priority. Achieving higher retention requires close alignment between CS and Sales teams, yet 87% of CS and Sales leaders told us there’s significant room for improvement in their collaboration. But there’s a problem. Use your words Talk to each other!

Sales 100

Sales Upselling Metrics Accountability 100

ShepHyken

DECEMBER 31, 2021

She shares 5 customer service strategies that improve customer retention. People may cut companies some slack if a product doesn’t quite work as expected, but only when the customer service experience makes up for these missteps. . What’s the main reason that customer service is so important?

Customer Service 346

Customer Service Customer retention B2C B2B 346

Totango

APRIL 24, 2020

In customer retention, every engagement counts. Rather, customer retention for SaaS enterprises is a result of the customer experience. It is an outcome based on an emotional reaction and connection to the performance of a supplier and the value a customer experiences through using that enterprise’s product.

Best practices 83

Best practices Customer retention SaaS Enterprise 83

ProProfs Blog

JUNE 21, 2019

Do you have a customer retention strategy? Companies focus on customer acquisition strategies, since increasing your customer count is the lifeblood of your business. But, customer acquisition won’t help, if you are unable to retain customers. Understand Customer Retention.

Customer retention 95

Customer retention Sales Marketing Scripts 95

Global Response

JULY 28, 2023

Many companies focus primarily on customer acquisition, sometimes at the cost of customer retention. After all, the more customers, the better, right? For example, recent data shows that 92% of customers will switch companies after just three—or fewer—bad experiences.

Customer retention 62

Customer retention Contact Center outsourcing Feedback 62

Totango

APRIL 30, 2021

Comparing the cost of customer retention versus customer acquisition underscores why retaining clients is so important. Here’s how to calculate both kinds of costs and why retention should form part of a profitable business strategy. Calculating the Cost of Customer Acquisition. The result is your average CAC.

Customer retention 64

Customer retention Advertising Engineering Upselling 64

ProProfs Blog

FEBRUARY 22, 2019

A Forrester report highlights increasing customer retention by 5% can increase profits by up to 95%. Loyal customers spend about 30% more with brands than new customers. An investment to increase retention by 5% is surely a worthy business investment. Simple formula: Customer Retention = Engagement + Investment.

Customer retention 123

Customer retention Airlines B2B CRM 123

TeamSupport

SEPTEMBER 16, 2020

In Part 1 and Part 2 of this blog series based on the whitepaper co-produced by ServiceXRG and TeamSupport, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes, and about the evolving role of B2B customer support.

B2B 89

B2B Customer Support Strategic Value Customer retention 89

Totango

JANUARY 28, 2020

As the economy grows increasingly customer-centric, customer retention becomes more vital to the success of enterprises. Repeat customers provide greater value at a lower cost than those who buy something once and leave. What is Customer Retention Management? Why Your Enterprise Needs Customer Retention.

Customer retention 87

Customer retention Management Enterprise Best practices 87

Totango

JANUARY 28, 2020

As the economy grows increasingly customer-centric, customer retention becomes more vital to the success of enterprises. Repeat customers provide greater value at a lower cost than those who buy something once and leave. What is Customer Retention Management? Why Your Enterprise Needs Customer Retention.

Customer retention 85

Customer retention Management Enterprise Best practices 85

aircall

JUNE 30, 2021

Many look to the company for ways to improve customer retention. Email: Ring’s Secret to Improve Customer Retention. For one thing, it sends new customers emails to share tips on properly setting up the product. However, Ring is not the only company to reap the rewards of its stellar customer retention strategies.

Customer retention 62

Customer retention Customer advocacy Wait times Brand ambassadors 62

TeamSupport

SEPTEMBER 14, 2020

In Part 1 of this blog series, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes—based on the whitepaper co-produced by ServiceXRG and TeamSupport. Now in Part 2, we’ll talk about the evolving role of B2B customer support.

B2B 81

B2B Customer Support SaaS Strategic Value 81

ChurnZero

AUGUST 11, 2020

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

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

Satrix Solutions

FEBRUARY 12, 2020

Over the past few years, appreciation for B2B Customer Experience programs has grown stronger across board rooms thanks to business leaders who have successfully aligned their company’s marketing, sales, and customer success strategies around the needs and preferences of customers.

B2B 78

B2B Feedback Consulting Consulting 78

ShepHyken

FEBRUARY 10, 2020

Customer service expert Steve Digioia has written a short and humorous article about how some companies deliver Bigfoot style customer service. How B2B Companies Can Up Their Customer Experience Game Based on Insights from Nicholas Caffentzis. KelloggInsight) Most companies focus on their own sales targets.

Customer Service 275

Customer Service B2B Customer retention B2C 275

Amity

SEPTEMBER 19, 2018

Focus on the post-sale process. Naturally, even a top-class digital campaign won’t be enough in itself to retain your customers. You need to continue demonstrating value to your customers even after they purchase from you. However, developing and executing this part of your digital marketing strategy can be quite tricky.

Customer retention 64

Customer retention Marketing B2B Advertising 64

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. Account Based Sales: How To Strategically Select Sales Targets.

Accountability 52

Accountability Sales Customer retention B2B 52

Nicereply

JANUARY 9, 2023

Are you a B2B Business? Get the most out of your surveys and improve customer satisfaction. Your business relies on customer satisfaction for a lot of things. If your customers are unhappy, they leave. Automation can help you close more sales, improve customer service and make your team more efficient.

Omni-channel support 52

Omni-channel support B2B Interactive Voice Response Feedback 52

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 213

Customer Service B2C Customer retention B2B 213

JustCall

DECEMBER 1, 2022

Understanding the Importance of Sales Goals. Sales teams play a vital role in the success of a business. Business owners want sales teams to sell more and sell quickly. While this might seem the ultimate aim of sales teams, it is not a definite goal. Sales teams perform in a synchronized manner when there are fixed goals.

Sales 52

Sales SaaS B2B B2C 52

Integrity Solutions

DECEMBER 11, 2023

What is cold calling and what does it look like in the current sales world? But sales prospecting is the bread-and-butter, core activity that leads to sales growth and success — and cold calling is one of the most effective prospecting strategies available. Your mindset may actually be the key to success.

Sales 95

Sales Accountability Coaching Marketing 95

Totango

JULY 11, 2024

As a result, this business shift reveals the increasingly significant role that an exceptional customer success motion plays in protecting and expanding revenue for sustainable growth. It’s not so much pre-sales and post-sales; it’s… a strategy that takes the customer from end to end.”

B2B 79

B2B SaaS Sales Metrics 79

JustCall

NOVEMBER 24, 2022

Do you know that many sales reps don’t like to follow imposed instructions, and 2/3rds of all salespeople don’t follow a s ales process ? A B2C or B2B s ales process is never boring. A B2C or B2B s ales process is never boring. Despite everything, you need a formal sales process to complete sales faster.

Sales 52

Sales B2B Surveys CRM 52

Babelforce

AUGUST 6, 2020

Post summary: A 2% increase in retention has the same impact as a 10% cut in costs A surprising proportion of churning customers can be retained with a single positive message Simple automation is fertile ground for competing for fickle customers! There are plenty of ways to drive customer loyalty. Yes, it still works.

Customer retention 52

Customer retention APIs Contact Center Feedback 52

SmartKarrot

APRIL 22, 2022

However, customer acquisition is something that demands focus! Customer retention is a particularly important concept where businesses use different strategies to retain their existing customers. B2B companies will have to bank on customer retention as a key strategy to achieve long-term growth.

Customer retention 10

Customer retention B2B Banking Finance 10

ClearAction

NOVEMBER 14, 2017

Customer Experience ROI Opportunities on B2B Touchpoints Lynn Hunsaker. Are you accelerating repurchases through your customer experience touch-points with industrial customers? One of the keys to success in doing this is to demonstrate humility and a desire for ongoing alignment with the customer.

B2B 59

B2B Customer Experience Journey mapping Engineering 59

Nicereply

MAY 14, 2019

Strong communities form an important part of customer retention strategy, because they keep customers coming back for more. Let’s contrast a community strategy against traditional sales tactics. A big reason why customers can feel hostile to sales tactics is because they don’t think they are getting enough in return.

Sales 76

Sales B2C B2B Customer retention 76

ShepHyken

AUGUST 6, 2023

Since the beginning of my career, I’ve preached about that many customer service skills and CX strategies apply to every type of company in any industry. That includes B2C, B2B, and G2C (Government to Citizen). Happy and satisfied customers mean that you can maintain regular sales and profit, which can help you maintain success.

Customer Service 156

Customer Service B2C Customer retention Government 156

JustCall

DECEMBER 7, 2022

You want to rev up your sales team performance to compete in this fast-paced world. Well, there are sales metrics and sales analytics software to take you closer to goals. Read on to know how to track and improve your sales performance by using the right metrics and analytical tools. What is Sales Analytics?

Analytics 52

Analytics Sales CRM Metrics 52

ChurnZero

MARCH 22, 2019

To better understand the impact, we had Rob Belcher, Managing Director at SaaS Capital share benchmarking data from their eighth annual survey of private B2B SaaS companies. We also had You Mon Tsang, CEO and Founder of ChurnZero share tried and true ways to improve customer retention. So here, it’s really all about new sales.

Customer retention 61

Customer retention Upselling SaaS Customer centricity 61

Influitive

APRIL 22, 2015

For years, B2B marketers have largely viewed B2C loyalty tactics as irrelevant in their space. After all, B2B buyers don’t respond to reward points and coupons. Plus, customer retention has long been seen as the responsibility of those in sales, service, and support. B2B Loyalty, The B2C Way.

B2C 66

B2C B2B Customer retention Marketing 66

TeamSupport

AUGUST 3, 2018

In this scenario, it’s not up to the sales team to provide the victory, but instead the onus falls squarely onto the customer success group. With customer retention critical to business success, fending off the competition means a healthy balance sheet and minimal churn.

B2B 56

B2B Self service B2C Morale 56

ClearAction

DECEMBER 13, 2017

Customer Centric Sales & Service Policies Lynn Hunsaker. For example, think of Zappos and LL Bean: for their customer-centric sales and service policies, they’ve earned widespread admiration among customers, as well as among executives across a variety of industries who’ve sought to learn from them.

Customer centricity 54

Customer centricity Sales Entertainment Government 54