Totango

FEBRUARY 9, 2022

At a minimum, it allows new customers the option of choosing to have their credit card billed automatically at renewal time. A best practices renewal automation strategy, however, goes well beyond this minimum to ensure renewals. Automated procedures also may be set up to reach out to customers who fail to renew.

Customer retention 100

Customer retention SaaS Best practices Upselling 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.

Best practices 103

Best practices Surveys Upselling Journey mapping 103

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.

Best practices 102

Best practices Surveys Upselling Journey mapping 102

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 shocking. The second quarter of 2020 was chaotic.

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

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.

Best practices 100

Best practices Surveys Upselling Journey mapping 100

Totango

FEBRUARY 4, 2020

Customer-centric growth puts customers at the heart of your business strategy. While sales are always an important facet of any growth strategy, customer-centric growth means also emphasizing customer retention. This shift is rooted in the concept that when your customers succeed, so does your enterprise.

Customer centricity 71

Customer centricity Best practices Upselling Enterprise 71

ChurnZero

MARCH 14, 2025

Will the customer trust their customer success manager (CSM) if theyre more focused on dollars and cents than building a relationship with them? Will CSMs struggle to maintain a customer-first mindset and spend all their time on upsells, rather than learning about their big picture goals and helping them navigate the path to get there?

Upselling 52

Upselling Sales Customer retention Consulting 52

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.

Customer retention 66

Customer retention Metrics Upselling Best practices 66

Totango

FEBRUARY 4, 2020

Customer-centric growth puts customers at the heart of your business strategy. While sales are always an important facet of any growth strategy, customer-centric growth means also emphasizing customer retention. This shift is rooted in the concept that when your customers succeed, so does your enterprise.

Customer centricity 62

Customer centricity Best practices Upselling Enterprise 62

ChurnZero

JANUARY 17, 2020

ChurnZero Power-Users Share Tips, Tricks and Best Practices. If your company is exploring the idea of implementing a dedicated Customer Success (CS) platform, the question of where to start can be daunting. Or perhaps upsell opportunities? . David Casal Del Castillo, Customer Success Manager, ProntoForms . .

Best practices 72

Best practices Upselling Accountability SaaS 72

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?

Best practices 40

Best practices Customer retention SaaS Metrics 40

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 .

Customer retention 90

Customer retention Journey mapping SaaS Benchmark 90

OctopusTech

JULY 21, 2023

Successful companies out there leverage this important information to boost customer retention and conversion rates. By coming up with a solid customer data management strategy, one can collect, organize, and analyze all the information using customer database management software.

Best practices 62

Best practices Management Upselling Sales 62

Totango

MARCH 19, 2021

Today’s SaaS customer journey re-envisions the customer’s experience as a circular flywheel, emphasizing the continuity between pre-sales and post-sales experience and between the way successful customer retention sets the stage for brand advocacy and the recruitment of new prospects.

Best practices 126

Best practices Customer retention Upselling SaaS 126

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. Professional services and training.

Customer retention 64

Customer retention Advertising Engineering Upselling 64

Totango

MAY 6, 2022

What does a high or low customer health score indicate? 75-100 = Doing Well : The customer’s health indicators rank high, indicating satisfaction. You should consider pursuing value-adding engagements, such as offering upsells or inviting referrals. Flagging customers at risk of churn so you can intervene to promote retention.

Best practices 124

Best practices Upselling Metrics Journey mapping 124

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. We also had You Mon Tsang, CEO and Founder of ChurnZero share tried and true ways to improve customer retention.

Customer retention 61

Customer retention Upselling SaaS Customer centricity 61

ChurnZero

MARCH 7, 2025

An active digital customer community is a competitive advantage for any B2B SaaS company. Well-managed communities are proven to increase customer retention, provide valuable product insights, expand brand awareness, and improve overall customer satisfaction. The three stages of digital community platform evolution.

SaaS 52

SaaS Gamification B2B Metrics 52

Hodusoft

JULY 24, 2024

Effective Strategies for Enhancing Customer Retention in Call Centers “When the customer comes first, the customer will last.” In a time of growing competition and dwindling customer loyalty, businesses need to focus on customer retention more than ever before. How to Analyze Current Retention Rates?

Customer retention 52

Customer retention Call Center call center software Interactive Voice Response 52

CustomerSuccessBox

MARCH 31, 2022

Three simple reasons: Customer delight — The customer’s pleasant experience with a business is a powerful resource. It brings more referrals and ensures that clients stay loyal to your brand longer, which then leads to… Customer retention — It costs 5 to 25 times more to gain a new customer than to retain one.

Best practices 52

Best practices SaaS Upselling B2B 52

ChurnZero

NOVEMBER 26, 2024

For instance, owning customer retention signifies direct responsibility for renewal rates. Primary Responsibilities: Cultivate and maintain deep relationships with approximately 50 mid-market and enterprise customers generating a combined annual recurring revenue of $3 million. Whether the role is remote, hybrid, or onsite.

SaaS 52

SaaS Upselling Enterprise industry standards 52

Totango

SEPTEMBER 20, 2022

First, we’ll define what customer enablement is. Then we’ll look at the benefits of customer enablement and how it mutually supports sales enablement strategies. Finally, we’ll share five top strategies and best practices you can use to get the most out of your customer enablement efforts.

B2B 88

B2B SaaS Education Brand ambassadors 88

Totango

FEBRUARY 23, 2022

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. Here, we’ll show you how to create your path to customer success. First, we’ll define what a SaaS customer journey is, break it down into stages, and explain why mapping it out is important.

SaaS 117

SaaS Journey mapping Upselling Best practices 117

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!

Best practices 52

Best practices Customer Service Customer centricity Self service 52

CSM Practice

DECEMBER 7, 2020

Using recommended processes and policies, CSM Practice’s customers significantly reduce the problem of churn, improve expansion selling, and accelerate new sales deals. SaaS companies, in particular, need to develop and implement effective customer success strategies to drive renewals and upsells.

Chief Customer Officer 81

Chief Customer Officer Upselling SaaS Consulting 81

Totango

SEPTEMBER 13, 2022

We’ll show you how to create a customer success playbook customized for your business. What Is a Customer Success Playbook? Set well-defined goals leading to desired outcomes for each stage of your customer journey. Track metrics measuring customer success. Optimize customer onboarding. Onboarding.

SaaS 93

SaaS Upselling Best practices Customer retention 93

Totango

DECEMBER 21, 2021

The actions you take to reach out to customers at these critical moments influence the quality of their experience and their decision whether or not to continue using your product. With this in mind, let’s look at six key points where automated messages can enhance your customer experience at defining moments in their journey.

Management 112

Management Best practices Upselling Accountability 112

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. We’ll cover these below, along with five best practices to follow when bringing a new customer success manager aboard your team. What Is a Customer Success Manager (CSM)?

Management 97

Management Upselling Coaching Best practices 97

Totango

AUGUST 12, 2020

The rise in SaaS and subscription business models with low upfront costs and regular renewal windows means customers can make emotional and rapid decisions to leave an agreement with little consequence. Train Your Customers. Keep Customers Engaged. Is the customer too polite or uncertain to tell the whole truth?

SaaS 88

SaaS Upselling Enterprise Best practices 88

Totango

JANUARY 10, 2024

The goal is then to use these insights proactively to build cross-collaborative nurture strategies that will promote customer satisfaction, retention, and growth. Waystar has found that measuring against this baseline of performance throughout the entire customer journey has been beneficial not only to CS but to sales as well.

Sales 99

Sales industry standards Benchmark Upselling 99

CSM Magazine

JULY 22, 2021

Henry Spitzer, VP of Sales at Lusha explains how community building is a powerful and cost-effective way to increase retention by creating a central destination for users to find support, advice and best practices. Communities furthermore, lower service costs and dramatically affect retention and upsell.

Advertising 98

Advertising SaaS B2C Best practices 98

CSM Practice

DECEMBER 8, 2019

At the same time, a 5% increase in customer retention rates can increase profits by up to 95%. Why Do Customers Churn? Understanding the numerous reasons for customer churn enables SaaS business to conduct better churn analysis, mitigate churn, increase customer retention, and consequently increase revenue.

SaaS 88

SaaS Customer retention Accountability Feedback 88

Totango

FEBRUARY 9, 2024

Going back to our football example, net retention, or net revenue retention (NRR), takes on the role of the offense, orchestrating clever plays to score points by retaining existing customers while making strategic moves to gain additional yards (revenue). Calculate it!

Upselling 115

Upselling Metrics Enterprise Best practices 115

Totango

DECEMBER 28, 2020

Cisco sees customer experience as a key differentiator for the future of business because of its ability to impact customer retention and growth. Invest in the right customer success technology partner. Leverage the latest customer success best practices. Customer Success Is A Growth Strategy.

Best practices 84

Best practices Upselling Analytics Technology 84

Totango

MAY 24, 2022

Customer relationship management apps and customer success platforms serve different purposes. CRM apps are designed to manage customer data for sales purposes. CS platforms are designed to deliver satisfying customer experiences to promote post-sales customer retention and pre-sales upgrades from freemium products.

CRM 96

CRM SaaS Enterprise Sales 96

Totango

AUGUST 23, 2022

Providing tutorial tips to answer customer questions and encourage greater product adoption. Delivering customer support. Resolving customer escalations or problems. Administering customer satisfaction surveys. Reminding customers to renew subscriptions. Making upsell offers. Customer support events.

B2B 122

B2B Journey mapping SaaS Upselling 122

ClientSuccess

FEBRUARY 22, 2023

This can involve training and education on effectively using the product or service, suggesting best practices, and providing guidance on optimizing the customer’s experience. Learn more about the role of customer success in your organization in this webinar.

First call resolution 70

First call resolution Best practices Upselling Education 70