Totango

OCTOBER 25, 2022

Your customer success team structure forms the organizational backbone supporting your CS strategy. A well-designed structure can help you streamline your operations for greater efficiency to deliver your customers better results. How to Structure a Customer Success Team: Four Best Practices.

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Best practices Chief Customer Officer Customer centricity Sales 97

Totango

FEBRUARY 7, 2019

You should adopt a “time invested equals benefits gained” approach with your SaaS renewal best practices. With a focus on lifetime customer success rather than on quick revenue raising, you can turn your renewal process into a celebration of an ongoing partnership. The Top 5 SaaS Renewal Best Practices.

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Best practices SaaS Customer retention Upselling 82

Totango

JUNE 24, 2022

Customer success in SaaS differs from CS in other industries. The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies. Read on to learn the keys to effective customer success for SaaS clients.

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Best practices SaaS Journey mapping B2C 106

OctopusTech

JULY 21, 2023

Customer data nowadays is one of the most important types of data that are used by various businesses to optimize and improve their sales and marketing efforts. However, without any appropriate strategies for customer master data management, this wealth of information will always be unused. What is Customer Data Management?

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Best practices Management Upselling Sales 62

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. .

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Customer retention Chief Customer Officer SaaS Accountability 97

Totango

JULY 28, 2021

Following best practices for hiring a customer success manager can make a critical difference in the quality of your customer relationships. Customer success managers serve as the face of your company in dealing with clients, playing a key role in ensuring satisfying experiences of your brand.

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Best practices Management Brand ambassadors Upselling 118

C3Centricity

AUGUST 1, 2023

Customer retention is essential for the long-term success of any business. We all know that happy customers are more likely to make […] The post The Customer Retention Goldmine: How to Keep Customers Happy and Drive Exponential Growth first appeared on c3centricity.

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Customer retention Best practices Customer centricity Personalization 114

Totango

FEBRUARY 9, 2022

Other factors include the customer’s financial situation, their perception of the value they derive from their subscription, how easy it is for them to renew their subscription and whether they’re considering any competing products. One strategy for increasing your contract renewal rate is effective automation of the renewal process.

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Customer retention SaaS Best practices Upselling 96

CSM Practice

MAY 28, 2020

However, despite the increase in the demand for an effective customer success manager and teams, there is no standardized incentive model to compensate them. In this guide, let’s explore the available compensation plans, the right framework for thinking about customer success manager salary, and best practices.

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Best practices Management SaaS Metrics 126

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers. Customer health scoring

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Customer retention Journey mapping SaaS Benchmark 87

CustomerSuccessBox

DECEMBER 4, 2018

That means the customer needs to renew their contract more than once. Without a high customer retention rate, a SaaS company will shut down, no matter how great the other metrics are. You may believe that if the customer does not have any problem, the customer will renew the contract. Are you ready?

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Best practices Customer retention SaaS Metrics 40

ShepHyken

SEPTEMBER 4, 2023

For companies aspiring to enhance their customer service, the hotel industry offers valuable insights and strategies that can be adopted across various sectors. You can’t download a report about digital or technology trends without being assailed with stats and surveys outlining how great CX is key to keeping and gaining customers.

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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.

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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.

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Customer retention Management Enterprise Best practices 85

ChurnZero

FEBRUARY 15, 2022

When customer education is done right, it can accelerate product adoption, increase revenue , and drive positive customer outcomes. What is customer education and what does it look like? What is customer education ? Customer education is a must-have part of any Customer Success strategy.

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ChurnZero

FEBRUARY 15, 2022

When customer education is done right, it can accelerate product adoption, increase revenue, and drive positive customer outcomes. What is customer education and what does it look like? What is customer education ? Customer education is a must-have part of any Customer Success strategy.

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Education Best practices Sales Analytics 52

Callminer

AUGUST 6, 2019

In this guide, we’ll help you make more informed buying decisions by describing the various types of call center software, offering expert tips and guidance for choosing the best software solutions for your needs, as well as best practices for utilizing and implementing your call center software suite.

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call center software Best practices Call Center Interactive Voice Response 140

Totango

MAY 6, 2021

What is customer retention ? We’ll discuss what customer retention means as a concept, as a strategy and as a metric. And we’ll offer an eight-step path to increasing customer retention by following best practices and leveraging the power of automation. What Is Customer Retention?

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Customer retention Best practices Education Benchmark 75

ProProfs Blog

SEPTEMBER 17, 2021

In the next section, let’s understand some employee experience best practices. Let’s understand the employee experience strategy in detail: 1. Ensure that you involve all the leaders and employees to chart out the desired employee experience strategy. Read more: Your Ultimate Guide to Employee Engagement Surveys.

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Best practices Surveys Journey mapping Gamification 78

Totango

MAY 14, 2021

Customer retention is the keystone in any customer success strategy. There are many different types of customer retention metrics that one can track. Which customer retention metrics have the biggest impact on your business? Customer Retention Rate. Revenue Churn Rate.

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Customer retention Metrics Upselling Best practices 65

Totango

FEBRUARY 4, 2020

This represents a shift from bygone eras when growth strategies were more sales-focused. What makes customer-centric growth so valuable for modern enterprises—and how can you create an effective strategy to promote it? What is Customer-Centric Growth? 5 Best Practices for Customer-Centric Growth.

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Customer centricity Best practices Upselling Enterprise 71

JustCall

APRIL 20, 2022

Employing customer service best practices should be the biggest priority for businesses in 2022. Did you know 1 in 3 consumers would consider switching companies after one bad customer service experience? Of course, the task is far from easy but with the right tools and best practices, it is achievable.

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Totango

SEPTEMBER 15, 2020

The following stakeholder engagement best practices are a great place to start: Build Key Relationships. The more meaningful communication you have with your customers, the better your relationship will be. High Influence, Low Expectation Stakeholders: These customers you will want to keep satisfied.

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Best practices Personalization Customer retention Enterprise 71

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.

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Customer retention Advertising Engineering Upselling 64

Callminer

APRIL 30, 2020

The most successful companies have solutions in place for monitoring customer interactions and analyzing customer sentiment. Read on to learn some of the best conflict resolution strategies and ideas that agents can implement on the job: Conflict Resolution Strategies for Customer Service.

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CustomerSuccessBox

MARCH 17, 2022

It’s a document (or set of documents) that outlines when various teams in your company should communicate with customers. Read further to know in detail about the best practices that you should follow for building an effective Customer Journey Map. What is a Customer Journey Map? When and who does what?

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Journey mapping Best practices Construction Benchmark 52

Totango

FEBRUARY 4, 2020

This represents a shift from bygone eras when growth strategies were more sales-focused. What makes customer-centric growth so valuable for modern enterprises—and how can you create an effective strategy to promote it? What is Customer-Centric Growth? 5 Best Practices for Customer-Centric Growth.

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Customer centricity Best practices Upselling Enterprise 62

Education Services Group

SEPTEMBER 4, 2018

Usage metrics are critical indicators of how well your products are helping customers achieve their desired outcomes, which in turn influences your customer retention strategy. If usage is low, odds are that your customer sees little if any value in your solution. Your Customer Retention Strategy Relies on CSMs!

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Customer retention Management Analytics Metrics 49

CustomerSuccessBox

MARCH 31, 2022

Still, it’s equally ironic how many businesses don’t have a customer onboarding strategy. Three simple reasons: Customer delight — The customer’s pleasant experience with a business is a powerful resource. Savvy customers are greatly extended salespeople for your brand. Or when they do, it can be quite inadequate.

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Best practices SaaS Upselling B2B 52

JustCall

DECEMBER 24, 2022

12 Customer Service Improvement Strategies and Best Practices. In today’s era, customers demand top-notch customer service. The bar is raised so high that roughly 61% of customers would switch to another brand after a single bad customer service experience! Reward Customer Loyalty.

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Best practices Customer Service Customer centricity Self service 52

Totango

OCTOBER 8, 2020

Customer retention is the continuation of a valued service. In B2B terms, it is still possible to maintain your customer relationship and even improve customer retention during uncertainty, but you will need to focus on five key steps: Understand Your Customer. Listen to Your Voice of Customer Programs.

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Customer retention B2B Enterprise Best practices 63

360Connext

JANUARY 5, 2022

Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. You did this by formal and informal communication strategies. How did this happen? Of course you are.

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Journey mapping Customer Experience Education Feedback 188

JivoChat

JUNE 7, 2021

Numbers from Adobe’s 2020 Digital Economy Index indicate that 8% of customers make up 41% of e-commerce store’s revenue. Fostering brand loyalty through customer interactions can improve profitability and increase your bottom line. Encourage customer retention: Returning customers are essential to your business’s success.

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Best practices Chatbots Customer retention Surveys 52

Totango

JUNE 30, 2020

Communication during a crisis is about protecting your core asset, your customers. The digital transformation of business has shifted enterprise focus toward customer retention and the pursuit of long-term value. Challenges such as the ongoing COVID-19 pandemic only reinforce the importance of keeping the customers you have.

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Best practices Customer retention Metrics Enterprise 127

Comm100

FEBRUARY 23, 2021

Your customer service agents should be trained to handle any kind of customer service situation, whether they’re working from home or on-site. From escalations to everyday responses, make sure that your employees know the best practices for helping customers. Customer happiness is everyone’s responsibility.

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Best practices Customer Service Customer retention Morale 52

Totango

NOVEMBER 3, 2021

It reflects both how enthusiastic customers are about your brand and how likely they are to recommend you to others. Here we’ll cover some best practices for getting the most out of your NPS surveys. Thus, NPS data provides valuable business insight into both customer brand advocacy and customer loyalty.

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Best practices Surveys Upselling Journey mapping 100

Totango

NOVEMBER 3, 2021

It reflects both how enthusiastic customers are about your brand and how likely they are to recommend you to others. Here we’ll cover some best practices for getting the most out of your NPS surveys. Thus, NPS data provides valuable business insight into both customer brand advocacy and customer loyalty.

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Best practices Surveys Upselling Journey mapping 99