Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. upselling to the most loyal customers) Process changes (e.g.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

ChurnZero

MARCH 7, 2025

An active digital customer community is a competitive advantage for any B2B SaaS company. For B2B SaaS companies, a strong community is a key component to building great customer relationships. Product insights: can you quantify the volume and value of community feedback on your product?

SaaS 52

SaaS Gamification B2B Metrics 52

Babelforce

JUNE 3, 2021

There are a lot of benefits to upselling. Upselling is great. That’s not always easy – but we’re going to look at 7 tried and true techniques that will make your upselling as effective and as sustainable as possible. In this post: What is upselling? First, what is upselling? Upselling isn’t always done well.

Upselling 52

Upselling Interactive Voice Response Outbound sales Contact Center 52

Interaction Metrics

JANUARY 7, 2025

In Decembers CXPA B2B Roundtable hosted by Martha Brooke, and featuring Dave Seaton, that very question took center stage. The discussion highlighted the synergy between scientific customer feedback and customer journey mapping, likening these two tools to the left foot and right foot of an effective CX strategy.

Journey mapping 62

Journey mapping Consulting Consulting B2B 62

Totango

JULY 24, 2020

Client expansion is the bird-in-the-hand approach to B2B enterprise growth. The best B2B client expansion strategies achieve this by creating more value for customers — value that they will be willing to pay for. Leverage Voice of Customer Feedback. Leverage Voice of Customer Feedback. Review and Enhance Features.

B2B 63

B2B Enterprise Best practices Upselling 63

Totango

FEBRUARY 12, 2025

Why customer health is vital for enterprise growth Enterprise B2B organizations often face a daunting challenge how to maintain strong relationships when managing thousands of customers across multiple verticals, regions, and use cases. Maintain predictable retention metrics while identifying cross-sell or upsell opportunities.

Enterprise 62

Enterprise Metrics Accountability Construction 62

Totango

DECEMBER 10, 2019

As part of a successful B2B enterprise, you understand the importance of your customers. When you make customer retention for B2B business models a priority, you’ll not only save money on acquisition costs; you’ll also unlock the growth potential of your existing customer base. How to Increase Customer Retention for B2B Companies .

Customer retention 65

Customer retention B2B Enterprise Metrics 65

Totango

MARCH 24, 2020

The most effective way to follow this progress is to break down the journey into modular B2B customer lifecycle stages. The resulting subscription and SaaS supplier models spread customer lifetime value across repeated cycles of renewal and upsell and give customers the power to walk away if they’re not satisfied.

B2B 59

B2B Management Upselling SaaS 59

ChurnZero

JANUARY 20, 2021

Like many B2B SaaS businesses, happy customers are at the core of PieSync’s success. Implementing a system that captures feedback from customers, leads and other prospects. Clearbit, a B2B tool that personalizes customer interactions, initially focused on top-line revenue as a key metric. This is called upselling.

SaaS 98

SaaS Upselling B2B Metrics 98

Ann Michaels and Associates

SEPTEMBER 24, 2019

B2B Mystery Shopping To Improve Your Business. Business-to-business (B2B) mystery shopping works in the same manner, with the one exception being that customers, or mystery shoppers, will pose as companies or customers calling to inquire about your services and products. Evaluate the Call Process. Is the form easy to fill out?

B2B 49

B2B Inbound sales Upselling B2C 49

inmoment

AUGUST 10, 2020

If you’re a practitioner who won support for your B2B experience program and have since implemented it across your organization , congratulations! Upselling Established Customers. Tracking customer acquisition is thus a must for any B2B experience program. Method #3: Upselling Established Customers.

B2B 52

B2B Upselling Customer retention Metrics 52

TeamSupport

MARCH 3, 2021

The second way is to use B2B customer support tools to proactively strengthen your customer relationships and reduce churn. With increasing revenue as its primary focus, TeamSuccess boldly repositions the role of B2B customer success software in the industry. The first way to do so is to ensure product adoption and use.

B2B 98

B2B Upselling Customer retention Customer Support 98

CustomerSuccessBox

DECEMBER 13, 2018

Upselling strategies can improve your upsell rate drastically, leading to the financial growth of the company. However, we need to start with the basics before we can learn about upselling strategies. What does Upsell exactly mean? Why is Upsell important? This is where upsells come into the picture.

Upselling 40

Upselling SaaS Feedback B2B 40

ProProfs Blog

AUGUST 14, 2020

To know what your prospective buyers really think, you need a tool that helps you capture their feedback efficiently. While user feedback can help you understand the current expectations of your customers, live chat reports would offer insights on prospective buyers and how to conduct future conversations with them (in case they return).

B2B 174

B2B Analytics Education Feedback 174

TeamSupport

MAY 11, 2021

At TeamSupport we have a belief that B2B companies are neglecting their existing customers in favor of focusing on new business. H istorically, B2B customer support departments have not been thought of as revenue generating. This blog provides the highlights from their talk. It was a provocative statement to introduce the session.

B2B 98

B2B Upselling Metrics Education 98

ProProfs Blog

APRIL 12, 2019

More so for Software-as-a-Service (SaaS) companies since acquiring new customers on a B2B level is much more difficult. Use the feedback they provide to boost company morale, ask them to leave reviews on product platforms, invite them to refer their friends and colleagues; there’s a lot you can do. In Conclusion.

SaaS 120

SaaS Customer retention Surveys Morale 120

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. upselling to the most loyal customers) Process changes (e.g.

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

Totango

AUGUST 11, 2022

Digital interactions that inform SaaS client relationships span the range of the customer journey , from pre-purchase marketing engagements to onboarding to subscription renewals, upsells and brand advocacy. Customer satisfaction and feedback surveys. Upsell purchases. Elicit frequent feedback. Elicit Frequent Feedback.

SaaS 113

SaaS Journey mapping B2B Upselling 113

CSM Magazine

MAY 16, 2023

For fintech companies in particular, quality Business to Business (B2B) customer support is crucial as it provides an opportunity for them to differentiate themselves from traditional bricks-and-mortar financial institutions. B2B companies have an added layer of complexity to perform well compared to their consumer-facing counterparts.

B2B 52

B2B Customer Support B2C outsourcing 52

Ann Michaels and Associates

JUNE 11, 2018

B2B Mystery Shopping To Improve Your Business. Business-to-business (B2B) mystery shopping works in the same manner, with the one exception being that customers, or mystery shoppers, will pose as companies or customers calling to inquire about your services and products. Use the web contact form to inquire about products or services.

B2B 40

B2B Inbound sales Upselling B2C 40

Quality Contact Solutions

JANUARY 27, 2022

The risk, you may think, is that you may receive feedback that something did not go as well as you hoped, but now you can address it, and your customer knows you cared about their business enough to find out how they felt proactively. Increase Sales by Upselling. How a Partner Can Help You Increase Sales.

Sales 98

Sales Upselling B2C Best practices 98

CustomerSuccessBox

MARCH 4, 2022

Increases the way for upselling, cross-selling the products. Upon implementation, have a regular meeting, quarterly business reviews, and receive feedback from the customers. The post Customer Success Plan for Mature B2B SaaS Firms appeared first on. It steers clear of the probabilities of churn. Winding it up!

B2B 52

B2B SaaS Metrics Upselling 52

Totango

APRIL 8, 2020

It is the reason your customers sought your solution, and it is the basis of a mutually beneficial B2B partnership. . With services and products now readily available online through Cloud computing, customers are choosing low-risk, on-demand solutions that spread the value of an agreement across a recurring cycle of renewal and upsell.

Customer Experience 106

Customer Experience Enterprise Education Accountability 106

Totango

JUNE 24, 2022

At the same time, the distinctive nature of SaaS offers unique advantages for customer success management, including the ability to engage customers digitally, the technological means to automate successful results, and opportunities to leverage customer feedback. Expansion of product usage through upgrade, upsell and cross-sell offers.

Best practices 109

Best practices SaaS Journey mapping B2C 109

CustomerSuccessBox

JUNE 5, 2019

TL;DR A single customer health score is not ideal for a B2B SaaS business. A SaaS customer goes through acquisition, onboarding, retention, and upsell. Ultimately, you have to identify unmet needs so that you can upsell / cross-sell. Perfect health for a B2B SaaS account. Validate specific outcomes.

Best practices 89

Best practices SaaS Accountability B2B 89

Totango

MAY 10, 2022

Trials of upsell products. In the context of B2B SaaS products geared toward enterprise users, the customer engagement strategy seeks to promote adoption by product users, executives, and stakeholders. When releasing new products, solicit client feedback and announce releases early to promote a sense of client investment in your brand.

Journey mapping 81

Journey mapping SaaS Enterprise B2B 81

CSM Magazine

JULY 22, 2021

Richardson’s definition, while revolutionary for its day, has become commonplace in today’s customer-centric world and has made the move from residing purely on the side of B2C to encompassing the B2B sphere too. Communities furthermore, lower service costs and dramatically affect retention and upsell.

Advertising 98

Advertising SaaS B2C Best practices 98

CustomerSuccessBox

DECEMBER 28, 2021

B2B customer segmentation best practices. With the early warning system, you can proactively and quickly respond to changes in the customer experience, take advantage of renewal and upsell opportunities, and revive customers who are under threat of unsubscribing. Are your clients autonomous? Do you have many? is not scalable.

B2B 52

B2B SaaS Best practices Accountability 52

Totango

JULY 13, 2021

The new customer-centered economy favors recurring revenue business models for B2B markets, while favoring and partial ownership or subscription models for B2C ones. In the future, you may be able to offer them an upsell. Start by implementing a customer feedback program to gather important data and identify unhappy customers.

Customer centricity 107

Customer centricity B2C Upselling Enterprise 107

ChurnZero

MARCH 24, 2023

For example, if you receive an end-user NPS response or notice a pattern in end-user NPS feedback that says, “I hate this product,” and then from the same account, you get decision makers or contract signers saying, “I love this product,” that’s a problem. Everyone started looking at the dollars and focusing on these upsells.

Upselling 98

Upselling Metrics SaaS Sales 98

ChurnZero

MARCH 24, 2023

For example, if you receive an end-user NPS response or notice a pattern in end-user NPS feedback that says, “I hate this product,” and then from the same account, you get decision makers or contract signers saying, “I love this product,” that’s a problem. Everyone started looking at the dollars and focusing on these upsells.

Upselling 97

Upselling Metrics SaaS Sales 97

ClientSuccess

DECEMBER 21, 2021

If your company is B2B, this could be interpreted as average revenue per logo. Customer lifetime value: measuring the total lifetime contract value of a customer, including upsells, renewals, and expansions, is what keeps the value of your business trending upward over time.

Metrics 100

Metrics Upselling B2B SaaS 100

Totango

JUNE 4, 2021

By tying your cross-sell and upsell offers into your customers’ actual use of your product, you not only increase engagement, but you increase the attractiveness of your offers, helping boost your revenue. Rewards will differ from B2B to B2C customers. Ask for Customer Feedback. Reward Customer Loyalty.

B2C 63

B2C Upselling Journey mapping B2B 63

CustomerSuccessBox

SEPTEMBER 7, 2021

Pro Tip: Designing a Customer Onboarding Framework for B2B SaaS. #2 Also, it is important to get their feedback and improve your service. Determine the touchpoints based on the feedback, deliver accordingly, and drive feature usage. 2 CSMs will become even more data-driven. Why is Customer Journey Mapping so important?

Journey mapping 96

Journey mapping Engineering SaaS Upselling 96

Lumoa

JANUARY 23, 2018

If you work in a big company with large number of customers (or users), you most probably receive a lot of feedback: people write about their experiences, complain about the things that do not work and tell about the things they love. Most companies collect feedback in some specific format, such as Net Promoter Score. And we mean it.

Analytics 114

Analytics Feedback Metrics Customer Experience 114

CSM Practice

DECEMBER 8, 2019

Revealing opportunities for cross-sells and upsells. Feedback-Driven Churn Analysis. In a complex B2B organization, survey response rates and poor data quality can distort the reasons associated with renewal and churn. Predicting at-risk customers. Engaging with customers to improve relationship. Identifying competitive threats.

SaaS 88

SaaS Customer retention Accountability Feedback 88

Totango

NOVEMBER 3, 2021

The wording also may vary depending on whether your market is a B2B or B2C niche. For example, you might schedule a survey to go out 30 days after a customer has completed onboarding to gauge their satisfaction or evaluate whether they’re ready for an upsell offer. Passives and Detractors also offer opportunities for follow-up.

Best practices 103

Best practices Surveys Upselling Journey mapping 103