ClientSuccess

FEBRUARY 15, 2021

As a customer success professional in 2021, you understand the critical importance of strong, lasting customer relationships. Customer-centric service has emerged as one of the leading contributors to account renewals, recurring revenue, and upsells for SaaS-based organizations. .

Benchmark 59

Benchmark Upselling SaaS Customer centricity 59

ChurnZero

MARCH 22, 2019

This was just one of the takeaways from our well-attended webinar this week on- Understanding the Real Impact of Improving Retention and Customer Success Best Practices. 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.

Customer retention 61

Customer retention Upselling SaaS Customer centricity 61

Totango

OCTOBER 1, 2019

Because the customer journey is not linear, your customers may be split between your sales and customer success team. For example, your customer needs to onboard two new employees while simultaneously working through an upsell with your sales team. Goals to Consider: Product usage compared to benchmarks. .

Enterprise 81

Enterprise Metrics Benchmark Upselling 81

CustomerSuccessBox

NOVEMBER 17, 2021

It is as follows: Your monthly recurring revenue of the month (a) Revenue through upsells and cross-sells (b) Revenue lost due to downgrades (c) Churned Revenue (d). Your upsell revenue for the month is $1000. If you are above 100% then you would achieve the golden benchmark net negative churn. Increasing NRR Accountability.

Upselling 52

Upselling SaaS Metrics Accountability 52

CustomerSuccessBox

DECEMBER 9, 2021

Customer Satisfaction Score (CSAT). Customer Success is not just about those retention rates, it is about creating a customer-centric business. Thus, Customer Satisfaction scores and NPS scores are the two next KPIs of focus. The Customer Success KPI benchmarks for companies. NPS is a weird one.

SaaS 52

SaaS Benchmark Customer advocacy Upselling 52

Lumoa

NOVEMBER 29, 2021

As Maurice Fitzgerald points out, the results of CSAT and NPS surveys are likely to point out both kinds of factors, while the Customer Effort Score typically captures detraction drivers. Don’t just trust what the industry benchmarks say but test the linkage yourself with your own data. Still, only partially convinced?

Customer Experience 97

Customer Experience Metrics Feedback Banking 97

CSM Practice

OCTOBER 15, 2019

A TSIA benchmark study on renewal rates showed that there is a 13.7 Per TSIA latest industry benchmark, dedicated renewal teams, automation, and communications boost contract renewal rates by up to 3 points for all surveyed members, and to 10 percentile points for software and hardware businesses. Customer-centric journey mapping.

Benchmark 40

Benchmark SaaS Journey mapping Customer centricity 40

JustCall

DECEMBER 24, 2022

In simple words, customers don’t give second chances. On the other hand, rewarding customer service experiences increase sales volumes, improve customer retention, unlock upselling and cross-selling sales opportunities, and fortify business growth. Formulate Customer-Friendly Policies.

Best practices 52

Best practices Customer Service Customer centricity Self service 52

NobelBiz

JULY 25, 2023

Discover the transformative potential of data-driven decision-making and personalized interactions that cultivate lasting relationships with customers. Join us as we navigate the landscape of Customer Interaction Analytics and its significant impact on customer-centric approaches in today’s business world.

Analytics 98

Analytics Call Center Contact center software Scripts 98

CustomerSuccessBox

NOVEMBER 23, 2021

Customer relationship management must therefore become a priority and it is necessary to put in place effective strategies and KPIs. In the field, several key indicators are recognized as benchmarks. Upsell rate. Customer Loyalty programs are a part of a bigger strategy. Satisfaction surveys. Loyalty rate. Conclusion.

Brand ambassadors 52

Brand ambassadors Upselling Construction Surveys 52

Pointillist

MARCH 20, 2019

Cross-sell/Upsell Customers who are delighted with their experience spend more with a business by buying additional products and services. The costs for customer experience investments are huge in large enterprises and are typically staggered over a few years.

Customer Experience 59

Customer Experience Banking Metrics Analytics 59

Amity

FEBRUARY 2, 2016

In this webinar, Mitch Macfarlane, SVP of Customer Success at Instructure and Marc Maloy, EVP of Sales at Instructure discuss principles, trends, and real-life examples that will help you enable collaboration between your sales and customer success departments to build a strong customer culture.

SaaS 80

SaaS Education Customer retention Sales 80

Comm100

FEBRUARY 20, 2018

According to our 2018 Live Chat Benchmark Report , Comm100’s Chatbot takes care of about 20% of all incoming live chat inquiries alone. And, happier agents have a better overall workplace morale, which translates into the quality of customer service. Value in Customer Satisfaction. And, Chatbots more than pull their weight.

Chatbots 72

Chatbots Contact Center Chief Customer Officer Benchmark 72

Comm100

FEBRUARY 5, 2018

This put power into the hands of the consumer, and lead businesses to focus in on the customer experience. The beauty of virtual spaces is not only the establishment of a different, more customer-centric corporate culture: customers’ footprints are now easier than ever to map and transform into revenue.

CRM 68

CRM Marketing Multichannel Self service 68

JivoChat

AUGUST 18, 2021

Businesses that seek to improve customer experience (CX) are poised for success. This kind of customer-centric mentality can drive new business, boost customer retention rates, and create new benchmarks for goals. Customer experience comes into play along each step of the customer journey.

Customer Experience 52

Customer Experience Chatbots Customer retention Feedback 52

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. This is how customer-centricity is built. So, what does it mean? And it’s how massive waste is avoided.

B2B 62

B2B Feedback B2C Enterprise 62

Balto

JANUARY 14, 2025

Revenue Growth Analytics directly impacts revenue and sales performance through targeted strategies: Upselling and Cross-Selling : Insights into purchase history help agents recommend relevant products or services. Impact: Customers feel valued and understood, leading to stronger brand loyalty.

Call Center 52

Call Center Analytics Average Handle Time Big data 52

delighted

MARCH 4, 2020

Customer Experience Management proactively solves customers’ problems before they decide to stop doing business with your brand and eventually churn. Empower customer centricity as you launch a CXM program. Establish customer-centric values and processes. CXM drives word-of-mouth and fuels marketing.

Customer Experience 52

Customer Experience Management Journey mapping Surveys 52

Balto

JANUARY 18, 2025

Its about creating a customer journey that feels personal, professional, and effortless. A well-run call center increases customer retention, drives upsells, and turns unhappy callers into raving fans. Key Focus Areas: Setting KPIs and performance benchmarks. Aligning call center goals with overall business objectives.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 17, 2025

Its about creating a customer journey that feels personal, professional, and effortless. A well-run call center increases customer retention, drives upsells, and turns unhappy callers into raving fans. Key Focus Areas: Setting KPIs and performance benchmarks. Aligning call center goals with overall business objectives.

Best practices 52

Best practices Call Center Metrics Management 52

delighted

MARCH 4, 2020

Customer Experience Management proactively solves customers’ problems before they decide to stop doing business with your brand and eventually churn. Empower customer centricity as you launch a CXM program. Establish customer-centric values and processes. CXM drives word-of-mouth and fuels marketing.

Customer Experience 44

Customer Experience Management Journey mapping Surveys 44

SmartKarrot

AUGUST 2, 2023

Customer Success (CS) that focuses on boosting customer retention, loyalty, and overall business growth is a very important function for any customer-centric business. In this write-up, we are sharing a few valuable insights as to how a Customer Success leader should enable and empower their team.

Benchmark 10

Benchmark SaaS Customer retention Customer centricity 10

SmartKarrot

JANUARY 11, 2021

Apply here: [link] Role: Senior Customer Success Manager Location: Toronto, ON, Canada Organization: Sinch As a Customer Success Manager, you will develop a strategic business plan for identifying new business opportunities with existing clients – seeking upsell opportunities. Apply here: [link].

Upselling 10

Upselling Benchmark Customer centricity Education 10

SmartKarrot

OCTOBER 12, 2022

An organization will come together and develop a shared sense of ownership between teams as a result of creating a customer journey because everyone in the business will be aware of what is necessary to provide the experiences that customers expect. You can foster a customer-centric culture by doing this.

B2B 10

B2B Accountability Brand ambassadors Customer advocacy 10

SmartKarrot

APRIL 23, 2020

There are various other names for customer success manager being used in the industry like Customer Success Engineer, Sales Manager, Customer Success Specialist, others. Advanced analytics to predict customer behavior and target customer segments: Use of technology to make more informed decisions.

Management 10

Management Complaint resolution Customer retention Engineering 10

SmartKarrot

AUGUST 23, 2022

A net promoter score is a tool used by many organizations to present a picture of the growth potential and customer feedback. Choosing other metrics to measure customer satisfaction such as renewal rates, time to value, and churn will also help. What is the average Net Promoter Score?

B2B 10

B2B SaaS Metrics Surveys 10

ChurnZero

JANUARY 17, 2025

Gross Revenue Retention (GRR) m easure the recurring revenue retained from existing customers, excluding upsells but accounting for churn. A strong GRR signals a stable customer baseessential for both financial forecasting and customer health assessments.

Benchmark 52

Benchmark Upselling SaaS Metrics 52