Totango

APRIL 24, 2020

As dependable and recurring renewal is crucial to the growth of our own enterprise, it is vital that we understand customer retention best practices must be implemented at every stage of the customer journey and reinforced by every engagement we undertake. 6 SaaS Customer Retention Best Practices.

Best practices 83

Best practices Customer retention SaaS Enterprise 83

CustomerSuccessBox

JUNE 5, 2019

The best practices for configuring a health score include. Monitoring the right metrics, i.e., don’t mix support signals with product adoption signals. Acting on poor leading metrics till health score is good. A SaaS customer goes through acquisition, onboarding, retention, and upsell. So why does it not work?

Best practices 89

Best practices SaaS Accountability B2B 89

Totango

NOVEMBER 3, 2021

Here we’ll cover some best practices for getting the most out of your NPS surveys. This dual insight helps make NPS one of the most popular customer satisfaction metrics, predicting customer retention as well as referrals. Follow Net Promoter Score Best Practices to Boost Retention and Referrals.

Best practices 103

Best practices Surveys Upselling Journey mapping 103

Totango

NOVEMBER 3, 2021

Here we’ll cover some best practices for getting the most out of your NPS surveys. This dual insight helps make NPS one of the most popular customer satisfaction metrics, predicting customer retention as well as referrals. Follow Net Promoter Score Best Practices to Boost Retention and Referrals.

Best practices 102

Best practices Surveys Upselling Journey mapping 102

Totango

APRIL 14, 2020

Here are 6 B2B customer segmentation best practices to help make that happen: Stay Goal-Focused. To maximize the benefits of B2B customer segmentation, follow these best practices. . The Top B2B Customer Segmentation Best Practices. Get as Granular as You Need. Balance Segmentation. Be Ready to Act.

Best practices 71

Best practices B2B Enterprise Accountability 71

Totango

NOVEMBER 3, 2021

Here we’ll cover some best practices for getting the most out of your NPS surveys. This dual insight helps make NPS one of the most popular customer satisfaction metrics, predicting customer retention as well as referrals. Follow Net Promoter Score Best Practices to Boost Retention and Referrals.

Best practices 100

Best practices Surveys Upselling Journey mapping 100

Totango

FEBRUARY 4, 2020

5 Best Practices for Customer-Centric Growth. The best approach to encouraging customer-centric growth begins with understanding your customers and what they hope to accomplish. Never try to force or coerce customers into upsells. You don’t need to push all of your customers into an upsell.

Customer centricity 71

Customer centricity Best practices Upselling Enterprise 71

Outsource Consultants

JANUARY 24, 2025

This blog post explores the key components, best practices, and cutting-edge technologies that drive effective quality monitoring in contact centers. Key Components of Effective Quality Monitoring Quality monitoring in contact centers requires a combination of tools, metrics, and strategies.

Best practices 67

Best practices Contact Center Technology Schedule adherence 67

Totango

MAY 6, 2022

We’ll define customer health score, what metrics go into it, and what it tells you about customer accounts. ” The customer health score simplifies data from multiple data points by combining them into a single metric represented by a numeric score. The best approach is a multidimensional customer health model.

Best practices 124

Best practices Upselling Metrics Journey mapping 124

Totango

JULY 29, 2022

Did you know that 70% of revenue in a subscription-based business comes from existing customer renewals and upsells? In order to ensure renewals and maximize upsell opportunities, it’s important to consistently provide value throughout the entire customer journey. Customer Expansion at its Core . Accounts with 95%+ licenses consumed.

Upselling 118

Upselling Enterprise Accountability Metrics 118

Interaction Metrics

JANUARY 7, 2025

The Future of Journey Mapping is Dynamic Best practices in customer journey mapping are evolving rapidly. ” Best practices in customer journey mapping focus on critical moments and ensure alignment with customer and business goals. Takeaway #5.

Journey mapping 62

Journey mapping Consulting Consulting B2B 62

ChurnZero

JANUARY 17, 2020

ChurnZero Power-Users Share Tips, Tricks and Best Practices. In a SaaS company it is vitally important to know how and when my customers are using the platform in order to take advantage of a patterns… [one can] see an upsell opportunity or save a customer from churning by seeing a decline in usage.” . Features adoption .

Best practices 72

Best practices Upselling Accountability SaaS 72

Totango

MAY 14, 2021

There are many different types of customer retention metrics that one can track. Which customer retention metrics have the biggest impact on your business? Because customer health score is a complex metric, calculating it involves an advanced algorithm. Customer retention is the keystone in any customer success strategy.

Customer retention 66

Customer retention Metrics Upselling Best practices 66

ChurnZero

MARCH 14, 2025

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? 2: Dont lose sight of value realization metrics and the importance of a consultative approach as leading indicators of revenue goals.

Upselling 52

Upselling Sales Customer retention Consulting 52

Totango

FEBRUARY 4, 2020

5 Best Practices for Customer-Centric Growth. The best approach to encouraging customer-centric growth begins with understanding your customers and what they hope to accomplish. Never try to force or coerce customers into upsells. You don’t need to push all ofyour customers into an upsell.

Customer centricity 62

Customer centricity Best practices Upselling Enterprise 62

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. In this article, we share Kristen’s best advice on how you can use metrics to reframe your customer stories, so they’re primed for investor engagement. What metrics do investors care about? Best practices to better engage your investors and board.

Metrics 98

Metrics Consulting Consulting Best practices 98

Amity

OCTOBER 23, 2018

Tracking the proper metrics is essential in understanding how your business is performing. For now let’s concentrate on the following four main metrics. However, if you have fewer customers who are only on annual contracts and who you upsell and cross-sell to, you would want to keep a closer eye on Net Revenue Churn.

Metrics 76

Metrics Best practices Customer retention SaaS 76

ShepHyken

NOVEMBER 20, 2017

Stats and facts prove that a personalized experience allows you to upsell, cross-sell and create customer loyalty. 6 Best Practices for Thriving in the ‘Post-Human’ Customer Service Age by Anand Subramaniam. 2) What are your favorite metrics to measure the success of CX initiatives and why?

Customer Service 96

Customer Service Personalization Upselling Self service 96

Callminer

JUNE 3, 2019

The problem: Agents are at the frontline when it comes to customer experience – and so their performance plays a huge factor in company metrics. But when they’re left in the dark over best practices, product information, company updates and more, they’re unable to accurately portray themselves as a brand expert.

Best practices 140

Best practices Average Handle Time Coaching Analytics 140

ChurnZero

MARCH 7, 2025

3: Customer marketing: A community helps identify champions, supports upsell/cross-sell opportunities, and provides feedback for your product roadmap. 3: Catalog your content needs: Focus on self-service content, product information, FAQs, roadmaps, best practices, tips and tricks, and industry news.

SaaS 52

SaaS Gamification B2B Metrics 52

Lumoa

JANUARY 31, 2023

Set a common customer experience metric and target for the organization. Consolidate customer experience insights into one single dashboard and give all the teams access to the same insights about what is driving the metric up or down. The Net Promoter System is a powerful metric for target setting. Eliminate company silos 1.

Customer Experience 165

Customer Experience Customer centricity Metrics Feedback 165

Totango

JUNE 23, 2020

Five basic customer success best practices can help move the needle on your net promoter scores: Segment to Find Trends. To get to the “net” part of the metric, subtract the percentage of detractors from the percentage of promoters — the score will range between -100 and 100. 6 Best Practices for Your CS Team.

Best practices 62

Best practices Brand ambassadors Surveys Enterprise 62

Totango

JANUARY 31, 2019

In order to do that, you need to use the right SaaS customer engagement metrics. These metrics are practical measures of exactly how much, or how little, your customer is actively engaged with your product at any given time. Key Customer Engagement Metrics. The metrics are: Monitoring usage frequency.

SaaS 79

SaaS Metrics Accountability Education 79

CSM Practice

JUNE 6, 2020

The renewal rate metric also provides a quick overview of customer success team performance before in-depth analysis. Each metric compares the amount of the variable that was renewed against the maximum amount that could have been renewed. The post A Simple Guide to Renewal Rate Metric appeared first on CSM Practice.

Metrics 89

Metrics SaaS Accountability Upselling 89

ClientSuccess

FEBRUARY 8, 2023

There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics. If your company is B2B, this could be interpreted as average revenue per logo.

Metrics 75

Metrics Upselling B2B SaaS 75

aircall

MAY 28, 2021

With best practices for text messaging, your customer-facing teams will provide better service, while your sales and marketing teams can better interact with leads on a more personalized scale to more efficiently close deals. Why Use Text Messaging Best Practices. SMS Marketing: Text Messaging Marketing Best Practices.

Best practices 62

Best practices Sales Wireless Marketing 62

TechSee

SEPTEMBER 26, 2024

In this post we will explore the best practices and strategic considerations when determining your core objective: projecting the ROI of Agentic AI. This metric is a key driver of long-term growth and brand loyalty. However, before investing in breakthrough innovations, leaders must first define their goals.

Average Handle Time 124

Average Handle Time Upselling Enterprise Technical Support 124

Totango

FEBRUARY 9, 2024

Distinguishing between these two metrics can provide insight into the health and success of your company, so let’s take a deeper look into what each metric is, how to calculate them, and how to apply them. That’s why it is important to understand and track both gross retention and net retention. What is gross retention? Calculate it!

Upselling 115

Upselling Metrics Enterprise Best practices 115

CCNG

JULY 3, 2024

Your business benefits from the experience and knowledge of skilled experts who are well-versed in customer experience management best practices. This streamlined approach frees up valuable time for in-house resources and facilitates cost-efficient CX operations.

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

Cincom

MAY 8, 2024

By making communication a priority, companies see growth across all metrics. The key stages include: Initial Research: Early messaging should focus on educating prospects with thought leadership content detailing industry trends and best practices. Continuously analyze performance metrics on automation to refine over time.

Best practices 52

Best practices Metrics Education CRM 52

aircall

FEBRUARY 1, 2021

To make that happen, you’ll need to clearly define your sales training process, invest in the right training programs, and follow best practices for training sessions. . Upsell, cross-sell, referrals. The best sales training programs will help your salespeople increase sales. What Is Sales Team Training? Storytelling.

Best practices 62

Best practices Sales Call Center Coaching 62

ChurnZero

NOVEMBER 26, 2024

Key performance indicators (KPIs) / objectives and key results (OKRs) they will be evaluated on, such as adoption, retention, upsell or cross sell, customer success qualified leads. Monitor account health, identify upsell opportunities, and collaborate with cross-functional teams to deliver exceptional customer experiences.

SaaS 52

SaaS Upselling Enterprise industry standards 52

aircall

JANUARY 29, 2021

Upselling and cross-selling . The benefit of a cloud-based phone system is that it gives you dashboard analytics that you can use to establish metrics and KPIs to objectively measure a call center agent’s performance. . The post Call Center Training: Best Practices for Support Agent Training appeared first on Aircall Blog.

Best practices 62

Best practices Call Center call center software Morale 62

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices.

Metrics 52

Metrics SaaS Upselling Accountability 52

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

CSM Practice

FEBRUARY 24, 2020

This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. Most customer success metric fall into one of these four categories: Customer Usage Metrics. Customer Financial Metrics. Customer Heath Metrics.

Metrics 52

Metrics Education Upselling SaaS 52

Totango

NOVEMBER 25, 2020

With this feature, you can examine a number of insightful metrics and segment your client base for an optimized customer journey that surpasses what the competition can offer. . Feedback metrics like NPS and CSAT scores. Product usage and adoption metrics. Doesn’t leverage the latest best practices. Financial data.

CRM 112

CRM Upselling Metrics Accountability 112