Totango

MAY 5, 2021

This information can, in turn, influence product updates, customized offerings, and internal workflows. It is important that companies collect this valuable voice of customer data , and then use it to best leverage results into effective action. . The Importance of Measuring Customer Experience. What do you have to lose?

Customer Experience 118

Customer Experience Education Customer centricity Metrics 118

ChurnZero

OCTOBER 16, 2020

Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. This Customer Success showdown, which took the form of an Oxford-style debate, was held at BIG RYG, ChurnZero’s annual Customer Success conference. Customer Success is all about human behavior.

Upselling 98

Upselling SaaS Sales Accountability 98

Totango

FEBRUARY 4, 2020

A customer-oriented approach to business is fast becoming a necessary ingredient for success in today’s customer-centric economy. The idea is simple: look after your customers, and your customers will look after you. What is Customer-Centric Growth? 5 Best Practices for Customer-Centric Growth.

Customer centricity 62

Customer centricity Best practices Upselling Enterprise 62

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Tom Hinds, SVP Customer Engagement at Advocate Aurora Health. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Totango

OCTOBER 20, 2020

This information can, in turn, influence product updates, customized offerings, and internal workflows. It is important that companies collect this valuable voice of customer data , and then use it to best leverage results into effective action. . The Importance of Measuring Customer Experience.

Customer Experience 90

Customer Experience Education Customer centricity Metrics 90

Lumoa

JANUARY 31, 2023

Voice of the customer: where to start? Define Roles Set targets Collect customer feedback Analyze the feedback Act on the feedback Close the loop with the customers Enhance customer-centric culture Recommended reading on Customer experience Why do you need Customer Experience Management?

Customer Experience 165

Customer Experience Customer centricity Metrics Feedback 165

Beyond Philosophy

FEBRUARY 3, 2022

She also wants to know how to set up their Customer Experience improvement for success to be more customer-centric. In one of my books, Revolutionize Your Customer Experience , I delved into research about the nine internal areas that affect Customer Experience. They want to upsell, cross, sell, whatever.

Journey mapping 195

Journey mapping Customer centricity Consulting Consulting 195

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Totango

DECEMBER 20, 2023

These accolades highlight our product’s user-friendly nature and our team’s relentless efforts to ensure a smooth setup process for our customers. I felt fully supported by the Totango implementation, data, and support teams. The onboarding experience was in-depth and thorough.

Enterprise 115

Enterprise Customer centricity Benchmark Upselling 115

ChurnZero

NOVEMBER 26, 2024

Primary Responsibilities: Cultivate and maintain deep relationships with approximately 50 mid-market and enterprise customers generating a combined annual recurring revenue of $3 million. Cadence with customers: e.g. monthly, quarterly business reviews (QBRs), executive business reviews (EBRs).

SaaS 52

SaaS Upselling Enterprise industry standards 52

ClearAction

AUGUST 16, 2019

Is Your Customer Engagement Really Customer-Centric? Customer engagement can yield short-term or long-term rewards or penalties, depending on how customer-centric they are. Long-term rewards: uptick that sticks or increases organically — engagement fit the customer’s expectations and circumstances. “An

Customer centricity 48

Customer centricity Marketing Best practices Upselling 48

Totango

JULY 13, 2021

Strategy for customer success growth has changed as commerce has gone digital and big data has made marketing and sales customer-centric. Tell people about your business, get them in the store, sell them things, then look for more customers. In the future, you may be able to offer them an upsell.

Customer centricity 107

Customer centricity B2C Upselling Enterprise 107

TechSee

APRIL 10, 2018

These new practices rely heavily on technology and its proper integration and implementation, from data handling and advanced analytics to process adjustments, training and more. Gartner’s data underscores this opportunity. Technology sales also generate additional service opportunities, upsells, longer term contracts, etc. –

Call Center 139

Call Center Technology outsourcing Self service 139

Totango

APRIL 2, 2019

You need to know if the customer is having any problems with your product or service that will prevent them from renewing their subscription, so make sure your customer success team reviews any outstanding tickets or bad reviews. This is also a good time to add upsells to accounts that have high customer health scores.

Journey mapping 110

Journey mapping Upselling Accountability Feedback 110

Totango

JULY 23, 2019

Customers in the B2B and SaaS markets are inclined toward subscription options where they pay on a monthly or annual basis for a service they can discontinue at any time. This shift means there is far more value to be generated after the sale through repeated renewals, as well as possible upsells and cross-sells. The Customer Journey

Upselling 92

Upselling Customer centricity Enterprise Education 92

Lumoa

FEBRUARY 20, 2018

At the end, customer experience depends on the work of all departments: from customer service and customer success teams to marketing, product and HR. At the same time, committed leadership is essential to implement a comprehensive customer-centric approach. Share what you have done based on the feedback.

Customer Experience 141

Customer Experience Customer centricity Feedback Metrics 141

Pointillist

SEPTEMBER 10, 2020

Customer journey orchestration is an approach used by customer-centric enterprises to improve journey outcomes in real time by taking the most relevant interactions in the context of each customer’s goals and their overall experience. As with campaign automation, RTIM often falls short for the customer.

Personalization 128

Personalization Interactive Voice Response Enterprise Upselling 128

CSM Practice

FEBRUARY 12, 2020

As SaaS businesses gain traction and customers begin to adopt their solution at scale, the next step is to drive customer expansion. Since existing customers are usually more willing to buy, companies typically offer additional solutions and features in the form of upsells and cross-sells. Qualitative Data.

Upselling 52

Upselling Customer centricity Sales Accountability 52

Totango

FEBRUARY 6, 2020

This lets you anticipate customer needs and continually provide value: Access to Customer Data. Customer Lifecycle Management. Customer Success Software. Focusing on these customer success factors will help you operationalize customer-centricity across your enterprise. Proactive Engagement.

Enterprise 94

Enterprise Customer centricity Metrics Upselling 94

ChurnZero

MAY 3, 2022

Across more than 30 playlists, you’ll discover everything you need to know about upsell, launching CS, customer training, CS careers, customer value management, retention and renewals, customer journey maps, health scores, segmentation, QBRs and much more. Start with: What is Customer Experience? 5: ChurnZero.

Journey mapping 98

Journey mapping SaaS Customer centricity Education 98

ChurnZero

JULY 2, 2020

The challenges to becoming a customer-centric company are not easy to overcome alone. It takes a village to raise a customer-centric company. Your entire organization must invest in rallying around the customer. What processes should be put in place to drive customer engagement and adoption.

Chief Customer Officer 98

Chief Customer Officer Customer centricity Best practices Metrics 98

Nicereply

MARCH 16, 2022

Some treat Customer Experience as a synonym to Customer Success, others see Success and Support as part of the CX team, and still, others prefer it reports into Sales as a way to increase upsells and renewals. These actions showed us that there was an appetite for even more customer-centric services.

Sales 111

Sales Customer Experience Upselling Self service 111

CCNG

OCTOBER 19, 2022

(Forrester, 2016) 55% of CX professionals believe their companies will be too slow and face disruption from more innovative, nimble, and customer-focused competitors. IMImobile, 2018) 77% of companies say that they don’t model the drivers of CX quality regularly, leaving them in the dark about what matters most to their customers.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Totango

OCTOBER 6, 2020

To help further your understanding of these important differences, this article will breakdown the customer success vs. customer support dynamic and outline how prioritizing a proactive approach towards client relations can empower you to prevent churn, create value, increase the likelihood of renewal, and encourage upsells/cross-sells.

Customer Support 112

Customer Support Customer advocacy Construction Enterprise 112

Totango

MAY 7, 2024

If you’d like to see more data around the top priorities and challenges for CS and Sales leaders this year, check out our report. If Sales over-promises what the customer can achieve with your product, then CS has been set up to fail when it comes to onboarding. Use your words Talk to each other!

Sales 103

Sales Upselling Metrics Accountability 103

ChurnZero

JULY 29, 2022

Then, they need to monitor customers as they progress; if a customer gets stuck or falls behind, the team can intervene to mitigate any churn risks. Conversely, if a customer’s mastery of a solution indicates a potential for upselling, your teams can present expansion offers that are grounded in the customer’s realized value.

SaaS 98

SaaS Customer centricity Upselling B2B 98

TeamSupport

DECEMBER 8, 2023

In today’s customer-centric market, providing exceptional support is non-negotiable. According to research by Microsoft, 59% of consumers have higher expectations for customer service than they did the year prior. Reporting and Analytics Data-driven insights are crucial for optimizing your customer support processes.

Customer Support 105

Customer Support Upselling Analytics Customer centricity 105

Totango

JULY 19, 2021

Be sure you look for the skills and qualities that will allow a customer success manager (CSM) to truly connect with customers. Support your team by focusing on building a customer-centric culture , and you’ll soon see improvements in your customer’s success, growth, and retention rates. . Customer advocacy.

Upselling 126

Upselling Feedback Customer advocacy Surveys 126

Totango

JUNE 11, 2019

However, this process takes dedicated nurturance of the customer relationship. And you will end up facing customer success challenges along the road of customer-centricity. While problems are inevitable and new ones will always arise, customer-centricity gives you the tools you need to effectively handle any issues.

Customer centricity 96

Customer centricity Best practices Upselling Feedback 96

Totango

APRIL 18, 2019

If you learn how to grow customer relationships, your business can achieve long-term growth in this shifting economy. How to Grow Customer Relationships That Will Last a Lifetime. A business becomes customer-centric by focusing on meeting customer needs and delivering consistent value. Use Data Wisely.

Upselling 78

Upselling Customer centricity Surveys Education 78

GetFeedback

MAY 9, 2019

What this actually looks like will vary by company, but the goal of CXM is always to increase customer satisfaction, loyalty, and brand advocacy while cutting costs. What are the customer experience maturity levels? Stage 5 — Align: Being customer-centric is the norm in your company at this stage.

Customer Experience 134

Customer Experience Journey mapping Metrics Customer centricity 134

Totango

FEBRUARY 28, 2020

We all want to believe that we have a strong relationship with our customers. The digitization of business has created a customer-centric economy, and people switch services until they find the solution that suits them. What is a Customer Engagement Strategy?

Customer centricity 93

Customer centricity Metrics Upselling Enterprise 93

Totango

NOVEMBER 27, 2023

Efficient and seamless workflows According to the Forrester report, as sustainable growth becomes a priority, B2B organizations need enhanced workflow automation and digital strategies that leverage customer data to: Customize communications and recommendations. Analyzing extensive datasets to forecast trends.

B2B 98

B2B CRM Enterprise Upselling 98

Totango

AUGUST 12, 2020

As customer lifetime value is now spread out over years of renewals and upsells, customer retention and customer success efforts must be seen as a shared value across the enterprise. Every piece of customer data you can capture and analyze gives you a better chance of delivering value, no matter where it originates.

SaaS 88

SaaS Upselling Enterprise Best practices 88

Totango

OCTOBER 25, 2022

VP of Customer Success : This person oversees the development and implementation of CS strategies, manages the existing customer base, and handles the management and growth of the CS team. Customer Success Analyst : This specialist is responsible for applying analytics to track, evaluate, and optimize CS performance.

Best practices 101

Best practices Chief Customer Officer Customer centricity Sales 101

Totango

MARCH 4, 2022

If the platform’s monitoring of KPIs indicates a specific action is required, the software can automatically trigger an action or notify a customer success representative to reach out, as appropriate. On the other hand, customers with a high NPS score may receive an automated upsell invitation as part of their renewal offer.

B2B 98

B2B Customer Service B2C Interactive Voice Response 98

ChurnZero

DECEMBER 9, 2020

Higher Logic is an engagement platform provider and they share advice on how to grow a community and drive customer engagement along each stage of the customer lifecycle. Recommended read: How to Give Your Customer Success Team Superpowers. Recommended read: Proactive Customer Expansion Strategies. CSM Practice Blog.

Consulting 98

Consulting Consulting Best practices Upselling 98