Totango

JULY 1, 2022

In a B2B SaaS context, SaaS customer loyalty is expressed primarily through actions like subscription renewals, upsell purchases, referrals and product engagement. Other important loyalty metrics include subscription renewal rate , churn rate, upsell rate, and customer lifetime value.

B2B 114

B2B SaaS B2C Upselling 114

PeopleMetrics

APRIL 17, 2015

This subjective perception makes CX optimization evasive, ambiguous, and challenging to measure and benchmark. When customers are retained for longer periods of time (or partake in upsells and additional products, seats, licenses, etc.), However, to enhance your CX, you must first measure and benchmark it. Know This….

Marketing 108

Marketing Customer Experience Benchmark Wireless 108

Totango

DECEMBER 20, 2023

Totango’s high score from G2 users not only underscores our efficient implementation but also sets a best-in-class benchmark for other software in the customer success category. All the while galvanizing internal collaboration across accounts and facilitating upsell/cross-sell opportunity and execution to grow our book of business.

Enterprise 115

Enterprise Customer centricity Benchmark Upselling 115

Totango

DECEMBER 29, 2021

This promotes customer satisfaction, benefiting your clients and bringing your business higher retention rates and upsell revenue. To measure this, you need to define value benchmarks. This promotes higher customer satisfaction, leading to more retention and upsell revenue for your business.

Customer centricity 104

Customer centricity SaaS Upselling Metrics 104

Lumoa

JANUARY 31, 2023

Leaders in a variety of business industries use NPS , which makes NPS a great benchmarking tool. At the same time, it’s also an industry-standard metric, which means you could benchmark the results. Upsell to the promoters and introduce new/additional services and products.

Customer Experience 165

Customer Experience Customer centricity Metrics Feedback 165

Totango

JUNE 24, 2022

SaaS success outcomes can be defined in terms of measurable digital benchmarks. On the other hand, when data reflects high customer satisfaction, CS teams can extend upsell offers or referral invitations. Expansion of product usage through upgrade, upsell and cross-sell offers. Conversion from freemium to paying customer.

Best practices 109

Best practices SaaS Journey mapping B2C 109

TeamSupport

AUGUST 25, 2022

CSAT and NPS are great benchmark metrics and are easy to understand on their own, not to mention they are intrinsic parts to a fully 360-degree view of a customer. Upsell and Expansion. Quite the opposite of churn, upsell and expansion opportunities are very important for business success.

Upselling 98

Upselling Metrics Benchmark Analytics 98

Cincom

FEBRUARY 14, 2025

Automate Price Calculations and Adjustments Utilize real-time pricing engines within CPQ to dynamically calculate prices based on market trends, cost fluctuations, and competitor benchmarks. Without a structured approach, they risk suboptimal recommendations, longer sales cycles, and missed upsell opportunities.

Best practices 40

Best practices Sales CRM Finance 40

Quality Contact Solutions

OCTOBER 25, 2021

By Marcia Jenkins, Senior Operations Manager According to the 2021 Membership Marketing Benchmark report, it has been a challenging year for association membership. We make outbound calls to renew memberships, win-back lapsed members, promote conferences, and cross-sell and upsell members with new membership programs.

Telemarketing 98

Telemarketing Scripts Benchmark Upselling 98

Lumoa

FEBRUARY 20, 2018

Leaders in variety of business industries use NPS , which makes NPS a great benchmarking tool. At the same time, it's also an industry standard metric, which means you could benchmark the results. Upsell to the promoters and introduce new/additional services and products. How to analyze customer feedback in different languages?

Customer Experience 141

Customer Experience Customer centricity Feedback Metrics 141

Totango

AUGUST 25, 2022

It increases customer satisfaction and loyalty, driving higher subscription renewal rates, reduced churn, and more sales from upsells and referrals. Extend upsell offers or referral incentives to customers with high satisfaction ratings. Which benchmarks can you use to track progress toward your goals? Evolve Your Service.

SaaS 103

SaaS Upselling Metrics Journey mapping 103

Totango

MARCH 5, 2021

Second , you can use your current CRR as a baseline to set goals and benchmarks for improvement. Retaining customers is far less expensive than the cost of acquiring new ones and can bring growth in the form of upsells from current customers. A Positive Customer Retention Rate Leads to Renewals and Upsells.

Customer retention 92

Customer retention Upselling Enterprise Benchmark 92

Totango

MAY 7, 2024

If CS doesn’t have commercial conversations with healthy customers, they’re not setting Sales up to re-enter the conversation and potentially upsell. That way, both teams can use those outcomes as a benchmark of success throughout the customer journey. Use your words Talk to each other! This doesn’t just provide a useful shared goal.

Sales 103

Sales Upselling Metrics Accountability 103

Nicereply

NOVEMBER 21, 2022

However, for each industry, there are benchmarks to show the normal CRR. By constantly checking your customers’ health scores , you will be able to spot upsell and cross-sell opportunities and offer your clients the best solutions for their businesses. The higher the CRR, the more money you can invest in customer acquisition.

Customer retention 98

Customer retention SaaS Upselling Analytics 98

Totango

JANUARY 10, 2024

Use baselines to track customer outcomes It’s typical for organizations to measure their client’s performance against industry best practices and use those numbers as a benchmark for success. By delivering against expectations defined early on, the sales and CS teams can partner to drive upsells and cross-sells.

Sales 99

Sales industry standards Benchmark Upselling 99

Totango

AUGUST 23, 2022

Making upsell offers. Upsell offers. For each touchpoint, identify which KPIs you can use to set goals and benchmarks, measure outcomes, and evaluate the performance. Providing tutorial tips to answer customer questions and encourage greater product adoption. Delivering customer support. Offering incentives for referrals.

B2B 122

B2B Journey mapping SaaS Upselling 122

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

APRIL 11, 2019

It is a powerful tool for capitalizing on potential upsell opportunities and preventing customer churn. Combining such metrics across an account performance leaves you with the following display: Doing Well: The customer rates well against health indicators and you should consider value-add engagements such as upselling.

Metrics 90

Metrics Upselling Accountability Enterprise 90

Comm100

SEPTEMBER 28, 2022

Live Chat Benchmark Report 2022. Download our annual Live Chat Benchmark Report for free access to the latest live chat data alongside best practices and optimization. Typically, a 50-60% benchmark is good to aim for. Read more: Live Chat Metrics 2022 – Benchmark Data. Click here. Number of chats. to save time.

Average Handle Time 98

Average Handle Time Benchmark Wait times Metrics 98

AskNicely

SEPTEMBER 25, 2018

Here’s why: According to The 2018 NPS Benchmark Study, when high-level executive support is present, an organization is twice as likely to successfully build an advanced NPS (Net Promoter Score) program. Increase in sales / upsells and referrals. What to learn more about NPS benchmarks and how you compare? It starts at the top.

Customer advocacy 60

Customer advocacy Benchmark Upselling Best practices 60

RapportBoost

DECEMBER 26, 2018

Technology can be leveraged to help contact center leaders better understand chat conversations and make decisions based on both their brand guidelines and what drives successful chat outcomes like sales, renewals, upsells, and customer satisfaction. Agent Training is becoming even more critical.

Benchmark 40

Benchmark Contact Center Chatbots Metrics 40

Totango

APRIL 16, 2021

This lays the groundwork for subscription renewals and upsell opportunities. Or you can email a segment of your list by name to extend an upsell offer based on purchase and usage history data. Usage data may also highlight an upsell opportunity. Why Use Personalized Customer Engagement? Personalizing Product Usage Data.

Personalization 71

Personalization Upselling Benchmark SaaS 71

Totango

FEBRUARY 5, 2019

With constant customer engagement and data monitoring, though, you can use change as an agent for personalizing your messaging and upselling your service. Help them benchmark their success by using statistics and accurate metrics so their growth becomes more visible. Maintaining Customer Success Effort.

SaaS 76

SaaS Upselling Customer retention Benchmark 76

ClientSuccess

JANUARY 11, 2023

As it turns out, the Golden Rule is really the benchmark for success when it comes to customer service and support. What’s more, this approach has a direct impact on renewal and upsell rates, making it a win-win for both your company and the customer. But what does that have to do with customer success? In fact, a lot.

Benchmark 80

Benchmark Upselling Education Best practices 80

GetFeedback

AUGUST 30, 2019

Information like this is invaluable when conducting a review of your business, or as a means of benchmarking your service against competitors. On the other hand, you can also use an exit survey to upsell customers. This is the sweet spot where your customer is most likely to continue to be in the buying mood.

Surveys 110

Surveys Entertainment Benchmark Upselling 110

CSM Practice

JUNE 16, 2020

Benchmarks. o Generally, customers appreciate benchmarks, let alone when their entire competitive landscape must deal with COVID-19 impact. o Is there a way for you to benchmark your customer vs. the market and/or similar organizations? (taking into consideration you are not present in the room). Lessons learned.

Benchmark 64

Benchmark Upselling Best practices Surveys 64

ProProfs Blog

DECEMBER 21, 2020

Stable customer base results in higher referrals, improved upsell revenue and increased lifetime value (LTV) which further results in improved customer acquisition in future. Reducing customer churn is impossible if you don’t have access to the right insights to analyze and use as a benchmark. There’s a lot more to this.

Surveys 148

Surveys Benchmark Feedback Sales 148

Amity

AUGUST 4, 2015

Based on usage stats, the dashboard measures the progress of each customer against standard benchmarks or individual use cases. These measurements reveal changes in customer behavior that may require support intervention or indicate an opportunity to upsell or cross-sell.

Airlines 64

Airlines Benchmark Upselling Management 64

Pointillist

JULY 25, 2018

What are the quantitative business goals that will influence the journey analytics project e.g., churn, retention, acquisition, cross-sell, upsell, purchase, rate of renewal etc.? Upsell and Cross-sell Revenue Growth. 5 essential steps to find upsell and cross-sell opportunities with journey analytics ]. Churn Rate.

Analytics 93

Analytics Government Metrics APIs 93

ClientSuccess

MARCH 5, 2020

Customer success professionals must be able to define what a ‘successful’ customer account looks like and track their overarching metrics back to these benchmarks. A close second, however, is metrics. Consideration #3: Engagement tracking and input across the entire organization.

SaaS 64

SaaS Finance Benchmark Upselling 64

Totango

AUGUST 18, 2022

It also promotes higher product usage, increases the likelihood of upselling purchases and encourages customers to become enthusiastic brand advocates. Establishing benchmarks representing progression and completion of onboarding. Listing steps in your client’s onboarding progress.

Journey mapping 99

Journey mapping SaaS Upselling Enterprise 99

ChurnZero

JANUARY 26, 2021

From technical support to renewals and upselling, this role might be one of the most confusing and misunderstood jobs in all of tech. . Strong delivery for, and relationships with, your champions will most certainly make an impact on your future renewal and upsell opportunity outcomes. Executive Sponsor: . Primary Contact(s): .

Management 98

Management Chief Customer Officer Upselling SaaS 98

Totango

FEBRUARY 10, 2021

To put your goals of promoting customer success into action, you can define benchmarks that measure success in quantifiable terms. Defining desired outcomes enables you to establish benchmarks that can be used to measure customer success. Set Success Goals for Each Stage of Your Customer Journey Map.

Customer retention 90

Customer retention Journey mapping SaaS Benchmark 90

Cincom

MARCH 6, 2025

Marketplaces & Third-Party Sellers: May introduce dynamic pricing based on demand fluctuations and competitor benchmarking. Sales teams can instantly adjust configurations, apply competitive pricing strategies, and accelerate deal cycles with automated approvals and intelligent upsell recommendations.

Automotive 40

Automotive Revenue potential CRM Sales 40

Ann Michaels and Associates

JULY 14, 2023

Benchmarking performance: CI enables companies to compare their performance with that of competitors, identify areas for improvement, and set realistic goals. Competitive benchmarking : Mystery shopping can compare a company’s performance against its competitors.

Benchmark 52

Benchmark Upselling Wait times Feedback 52

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. You can also elicit feedback after customers achieve customized benchmarks. Reward Customer Loyalty.

B2C 63

B2C Upselling Journey mapping B2B 63

CustomerSuccessBox

OCTOBER 21, 2021

This creates opportunities for upselling, reselling, & cross-selling. The Golden Benchmark in Customer Success. This can be achieved through expansions or upsells. 125% is the critical value to hit and is the generally perceived golden benchmark for a CS department. Therein come the metrics for your efforts.

SaaS 52

SaaS Upselling B2B Benchmark 52