Totango

NOVEMBER 3, 2021

Thus, NPS data provides valuable business insight into both customer brand advocacy and customer loyalty. This dual insight helps make NPS one of the most popular customer satisfaction metrics, predicting customer retention as well as referrals. Passives and Detractors also offer opportunities for follow-up.

Best practices 102

Best practices Surveys Upselling Journey mapping 102

Totango

NOVEMBER 3, 2021

Thus, NPS data provides valuable business insight into both customer brand advocacy and customer loyalty. This dual insight helps make NPS one of the most popular customer satisfaction metrics, predicting customer retention as well as referrals. Passives and Detractors also offer opportunities for follow-up.

Best practices 100

Best practices Surveys Upselling Journey mapping 100

ChurnZero

JANUARY 26, 2021

Customer success continues to evolve as a practice within companies that enjoy recurring revenue models. The range of responsibilities of Customer Success Managers (CSM) in the industry is dizzying. From technical support to renewals and upselling, this role might be one of the most confusing and misunderstood jobs in all of tech. .

Management 98

Management Chief Customer Officer Upselling SaaS 98

Lumoa

FEBRUARY 9, 2023

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often about how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

CSM Practice

AUGUST 24, 2020

Construct Identification – defined the constructs of indicators of success. Test and Verification – tested the scoring model with a handful of customers. . Improved net retention . Educated clients on possibilities and thereby increases upsell and cross-sell related revenues. .

Construction 52

Construction Best practices Upselling SaaS 52

ChurnZero

JANUARY 17, 2020

“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.” . Or perhaps upsell opportunities? . Protip : Don’t know where to start?

Best practices 72

Best practices Upselling Accountability SaaS 72

CustomerSuccessBox

NOVEMBER 23, 2021

The more the customer buys a product or service, the more they will be rewarded. You can be more original by inviting your most loyal customers to private parties or to test a product in preview. Customer retention through loyalty programs is a win-win initiative. Upsell rate. Loyalty rate.

Brand ambassadors 52

Brand ambassadors Upselling Construction Surveys 52

Tenfold - Contact Center Blog

JANUARY 17, 2018

In short, companies should pursue the goal of incredible CX primarily for customer retention and customer satisfaction. Remember, the best content should inspire the customer to take action–that is, to continue buying or subscribing. Think of the customers’ characteristics, hobbies, activities, etc.

Customer advocacy 62

Customer advocacy Construction Upselling B2B 62

CustomerSuccessBox

MARCH 28, 2022

Most SaaS firms see Customer Success as a necessary evil. Customers buy your product to achieve their goals. If they do, you’ll have more revenue in the form of renewals, upsells, etc. It is the responsibility of the customer success team to ensure that a customer makes a repeat purchase.

Calibration 52

Calibration SaaS Customer retention Construction 52

ChurnZero

FEBRUARY 14, 2023

That webinar was – and continues to be – wildly popular because it explores the nuance behind Customer Success metrics. That nuance is derived from three underlying factors: Construct. There is often more than one way to calculate a given Customer Success metric; Gaming. It’s important to note that NRR can exceed 100%.

SaaS 52

SaaS Metrics Customer retention Construction 52

Lumoa

MARCH 20, 2018

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

Education Services Group

FEBRUARY 1, 2023

Collaborating with Marketing to interview customers to identify what is important to them when purchasing software so that it can inform proactive outreach, health-score dimensions, and upsell/cross-sell opportunities.

Metrics 52

Metrics Construction Finance Upselling 52

Playvox

APRIL 27, 2023

Address all challenges that come up — for customers and agents. Leverage advanced analytics to gauge metrics such as customer retention rates and employee productivity. Use analytics to measure CX to maintain or exceed customer expectations and brand standards. Make changes based on these actionable insights.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

Education Services Group

JUNE 9, 2022

Instead, Customer Success Operations teams should own the processes of constructing the methodology of renewal/expansion forecasts, executing the steps necessary to come to a forecast, and reporting it to management accordingly. We need a methodology that looks at a variety of factors and variables to reach a forecast.

Finance 52

Finance Sales CRM Consulting 52

Lumoa

MARCH 20, 2018

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

Customer Experience 60

Customer Experience Journey mapping B2C B2B 60

SmartKarrot

SEPTEMBER 24, 2020

After the construction, the builder sells the apartment to different customers. But if we group them all together to their highest levels, they all boil down to just three categories: Customer Retention Business expansion of existing customer accounts Brand advocacy. #1 1 Customer Retention.

SaaS 10

SaaS Customer retention Construction Accountability 10

SmartKarrot

NOVEMBER 24, 2022

With the growth insanity, business determinations are often constructed based on what would donate to the company’s persistent revenue generation and widespread success. If you are one of those firms with multiple products, it is no brainer to explore cross-sell and upsell opportunities.

Construction 10

Construction Metrics Upselling B2B 10