Win the Customer

JANUARY 20, 2020

This also results in building more opportunities for upselling and cross-selling. It’s similar to how a store clerk greets customers when they step into a store. This is an example of artificial intelligence in eCommerce. AI is put to use in a variety of ways to attract as well as retain customers.

Chatbots 159

Chatbots Feedback Surveys Sales 159

Fonolo

APRIL 6, 2021

It is always best to personalize the benefits to match the unique circumstances of each individual customer, and doing this well requires listening to customers and then matching the right product. For example, let’s say you’re selling shampoo to an outdoor enthusiast. Upsell products that match a customer’s need.

Best practices 126

Best practices Customer Service Upselling Sales 126

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

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

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

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

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

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 Surveys Customer advocacy 126

Pointillist

SEPTEMBER 10, 2020

In this post, I’ll discuss how organizations are using customer journey orchestration to improve personalization decisions across all channels and touchpoints, enhance CX and achieve their business goals. What is Customer Journey Orchestration? As with campaign automation, RTIM often falls short for the customer.

Personalization 128

Personalization Interactive Voice Response Enterprise Upselling 128

Quality Contact Solutions

JANUARY 27, 2022

For example, selling the main widget and offering a completely unrelated cog will certainly not make sense to the customer. Based on experience, sales staff will resent the need to make such offers based on customer reactions and even decline the number of cross-sells offered. Increase Sales by Upselling.

Sales 98

Sales Upselling B2C Best practices 98

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. By acting when customer behavior changes, you can prioritize your customer engagement strategy.

Customer centricity 93

Customer centricity Metrics Upselling Enterprise 93

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. This information is invaluable for continuous improvement and strategic decision-making.

Customer Support 105

Customer Support Upselling Analytics Customer centricity 105

Totango

JULY 28, 2021

To help customers achieve desired outcomes, success managers may perform duties such as: Helping customers set measurable customer-centric goals. Assisting with customer onboarding. Coordinating resolution of customer support issues. Suggesting upsells. Promoting feature adoption and engagement.

Best practices 118

Best practices Management Brand ambassadors Upselling 118

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

Totango

AUGUST 13, 2024

At Totango + Catalyst, we made a strategic decision to challenge the script on revenue priorities, empowering customer success managers (CSMs)—those mostly intimately aware of customer needs and goals—to own core renewals, expansions, and upsells. Are you ready to unlock a new level of impact for your customer success team?

Management 101

Management Best practices Consulting Consulting 101

TechSee

MAY 18, 2022

In today’s age of customer-centric service, call centers must deliver quick answers, short hold times, and the ability to speak to a live representative on demand. Occupancy measures how much time call center representatives spend engaging with customers when they are at work as opposed to non-productive or idle time.

Call Center 109

Call Center Contact Center Benchmark Agent burnout 109

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. Q: How do you know if you’re successfully putting the customer at the center of your organization?

Chief Customer Officer 98

Chief Customer Officer Customer centricity Best practices Metrics 98

Totango

SEPTEMBER 13, 2022

At Totango, we build customer success playbooks from SuccessBLOCs : modules that combine optimized automated and manual workflows called SuccessPlays with KPI, monitoring, and segmentation tools to trigger SuccessPlays at the exact moment when your customer needs them to achieve their goal. Promote customer engagement.

SaaS 93

SaaS Upselling Best practices Customer retention 93

Totango

MAY 7, 2024

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. If CS doesn’t have commercial conversations with healthy customers, they’re not setting Sales up to re-enter the conversation and potentially upsell. Use your words Talk to each other!

Sales 103

Sales Upselling Metrics Accountability 103

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

Totango

MARCH 4, 2022

Business-to-business (B2B) customer service refers to support delivered to clients who are businesses rather than consumers. Common examples of B2B customer service issues that arise in a SaaS context include: Billing problems. B2B Customer Success vs. B2B Customer Service. Use Customer Data Effectively.

B2B 98

B2B Customer Service B2C Interactive Voice Response 98

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.

Upselling 78

Upselling Customer centricity Surveys Education 78

TechSee

MAY 29, 2018

With clear ROI demonstrated almost immediately upon implementation, C-level decision-makers and call center management have turned to visual engagement as an important stepping stone on their journey towards providing a digital customer-centric experience. One example is the explosion of product unboxing videos.

Contact Center 95

Contact Center Call Center Best practices Customer centricity 95

aircall

DECEMBER 9, 2016

Why your ebusiness needs to encourage customer success. One hugely important facet of improving your customers’ experience is by enabling customer success. Furthermore, it’s a great example of how empowering your customers will positively benefit your bottom line; your customers’ success is your own success.

Customer centricity 81

Customer centricity Customer retention Upselling Customer effort 81

Totango

OCTOBER 20, 2022

At other companies, CS managers may be assigned to follow up on sales during the customer onboarding phase. Customer success managers are critical at SaaS companies, where they help deliver results that promote subscription renewals and upsells. What Makes a Good Customer Success Manager? How did you resolve it?

Management 97

Management Upselling Coaching Best practices 97

Amity

MARCH 31, 2016

By way of example, suppose you invested $1,000 a year ago. These changes are part of the driving force behind customer-centric versus customer-focused business models. Measuring ROC helps you to quantify the potential impact of increasing customer happiness, reducing churn, or driving more referrals.

Real estate 92

Real estate Upselling Construction Customer centricity 92

Totango

OCTOBER 25, 2022

Your customers will feel their best interests are being cared for, which, in turn, helps you achieve an improved customer retention rate. . Cultivate a Customer-centric Brand Image. A well-organized CS team helps you build a brand reputation for being customer-centric.

Best practices 101

Best practices Chief Customer Officer Customer centricity Sales 101

Totango

AUGUST 12, 2020

The customer onboarding experience begins on day one with a set of big-picture goals that show your customer that your product is value- and results-focused. Every piece of customer data you can capture and analyze gives you a better chance of delivering value, no matter where it originates. Get the Whole Enterprise Involved.

SaaS 88

SaaS Upselling Enterprise Best practices 88

Totango

NOVEMBER 27, 2023

The report also explains that advanced technologies, like AI and machine learning, also enhance the efficiency and impact of CS teams by: Extracting actionable insights from customer data to prompt customer-centric business decisions. For example, unified data bridges the gap between sales and CS teams.

B2B 98

B2B CRM Enterprise Upselling 98

Totango

JUNE 25, 2019

The digitization of business has created a customer-centric economy dominated by subscription services and SaaS enterprises. It’s a customer-driven market that empowers short-term thinking and an expectation of personalized service. Unlike renewals, upsell opportunities are not tied to a specific timeframe.

Upselling 69

Upselling Enterprise Metrics SaaS 69

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 63

Upselling Customer centricity Enterprise Education 63

ChurnZero

SEPTEMBER 8, 2020

As a product marketer using @asana , I’m enjoying @AlexanderHood ‘s talk now at #SaaStrAnnual about being customer-centric. What’s scalable is being customer-focused to build the right things! Talk to more customers. Customer Success is a growth engine. . Customer Success Around the Web.

SaaS 90

SaaS Upselling Customer centricity Education 90

CustomerSuccessBox

SEPTEMBER 20, 2021

Here are some of the top-rated posts: Three Quarterly Business Review examples. Role of Customer Success Manager in a SaaS Company. 10 Customer Success KPIs. Lincoln Murphy is a leading customer success consultant, keynote speaker, and author. Why customer success is your golden ticket to business success.

SaaS 64

SaaS Customer centricity B2B Best practices 64

Totango

JUNE 1, 2021

This knowledge is essential to creating a customer-centered enterprise that can generate ongoing value for customers. Using Customer Success Data to Achieve Your Goals . The digitization of business has created a customer-centric economy dominated by subscription services and SaaS enterprises.

Enterprise 71

Enterprise Upselling Metrics SaaS 71

CSM Practice

JULY 6, 2020

The Pacific Crest 2016 survey shows that the median cost of acquiring an ACV dollar for new customers is $1.16. On the other hand, the median cost of acquiring the ACV dollar for plan expansions and upsells is only about $0.20 There are three types of expansion selling plays you can make for your installed customer base: 1. Upsell.

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Practice

JULY 6, 2020

The Pacific Crest 2016 survey shows that the median cost of acquiring an ACV dollar for new customers is $1.16. On the other hand, the median cost of acquiring the ACV dollar for plan expansions and upsells is only about $0.20 There are three types of expansion selling plays you can make for your installed customer base: 1. Upsell.

SaaS 71

SaaS Upselling Accountability Sales 71

Amity

MARCH 1, 2018

” Because NPS is a strong indicator of customer satisfaction across support, product, success, and more, it’s meaningful for all departments. Not only does it indicate how loyal your customers are, it also helps you gauge the entire company’s customer centricity. You may lose customers if you lag.

Customer advocacy 73

Customer advocacy Surveys Upselling Feedback 73