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. You need specialists.

Upselling 98

Upselling SaaS Sales Accountability 98

Lumoa

JANUARY 31, 2023

Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing, and acting on customer feedback, you’ll be able to improve customer experience altogether. In This Article: Why do you need Customer Experience Management?

Customer Experience 165

Customer Experience Customer centricity Metrics Feedback 165

Totango

DECEMBER 20, 2023

All the while galvanizing internal collaboration across accounts and facilitating upsell/cross-sell opportunity and execution to grow our book of business. Data-oriented and customer-centric approach : Totango’s commitment to a data-oriented and customer-centric approach enhances user experiences and fosters long-term relationships.

Enterprise 111

Enterprise Customer centricity Benchmark Upselling 111

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. Long-term actions are based on the analytics results of customer feedback.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

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 98

Management Best practices Consulting Consulting 98

Global Response

JULY 3, 2023

Here are six tried-and-true strategies from our decades of experience in call centers and customer service. Personalized and Customer-Centric Interactions Step 1: treat your customers like the valuable individuals they are. As the saying goes—your customers make your business. Get feedback and follow up.

Call Center 62

Call Center outsourcing Customer centricity Upselling 62

Horizon CX

FEBRUARY 29, 2024

Missed Opportunities for Upselling and Cross-Selling: Genuine care and personalized interactions create opportunities to upsell or cross-sell additional products or services. Equip employees with the tools and resources they need to understand customer needs and deliver exceptional service.

Morale 52

Morale Customer centricity Upselling Feedback 52

CSM Magazine

DECEMBER 13, 2023

There are several ways you can bridge this gap: Conduct surveys, gather feedback, or analyze their reviews. Use improved communication to address issues before customers notice them. Create a system that collects feedback regularly. Use feedback to improve data systems and processes continuously.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

ChurnZero

DECEMBER 1, 2023

Customer success everywhere: an organizational philosophy Customer success should be embedded throughout your organization, influencing every department and touchpoint. What are the responsibilities of customer success? Customer renewals: implement strategies to secure renewals and reduce churn.

SaaS 52

SaaS Customer advocacy Journey mapping Customer centricity 52

Call Experts

APRIL 8, 2024

By understanding each stage of the customer journey, businesses can provide personalized recommendations, targeted marketing messages, and customized support, forming a sense of individual attention and strengthening the customer-business relationship. 91% of American consumers reported poor customer service in 2021.

Contact Center 52

Contact Center Customer centricity Call Center Feedback 52

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 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 124

Upselling Feedback Surveys Customer advocacy 124

ChurnZero

MAY 3, 2022

“Customer Success managers are beginning to realize there is no ‘easy’ button,” says the SuccessCOACHING team, the training arm of SuccessHACKER. Start with: CSM Mastermind: Sharing Customer Feedback Effectively. CSM Mastermind: Handling High-Risk Customers and Preventing Churn. 2: CSM Practice.

Journey mapping 98

Journey mapping SaaS Customer centricity Education 98

inmoment

AUGUST 17, 2020

Pitching Customer Centricity. Demonstrating The Power of Real-Time Feedback. As we just mentioned, marketplaces and industries are all becoming more competitive, which means that brands must strive to provide the best customer experience possible if they hope to stand out. Method #2: Pitching Customer Centricity.

Customer centricity 59

Customer centricity Feedback Upselling Customer Experience 59

Totango

MARCH 4, 2022

If a customer’s NPS is low enough to indicate risk of churn, the software can manually notify a success agent to review the account and reach out to the customer in an effort to increase their satisfaction before renewal approaches. B2B Customer Success vs. B2B Customer Service. Use Customer Data Effectively.

B2B 95

B2B Customer Service B2C Interactive Voice Response 95

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 104

Customer centricity B2C Upselling Enterprise 104

Lumoa

FEBRUARY 20, 2018

Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing and acting on the customer feedback, you’ll be able to start taking the customer experience in control. Why do you need Customer Experience Management?

Customer Experience 141

Customer Experience Customer centricity Feedback Metrics 141

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. Better customer understanding – All businesses would do better if they were in a position to target their customers better.

Chatbots 159

Chatbots Feedback Surveys Sales 159

Call Experts

JULY 13, 2023

By understanding each stage of the customer journey, businesses can provide personalized recommendations, targeted marketing messages, and customized support, forming a sense of individual attention and strengthening the customer-business relationship. 91% of American consumers reported poor customer service in 2021.

Contact Center 52

Contact Center Customer centricity Call Center Feedback 52

Totango

APRIL 2, 2019

Here are the five steps you must complete when charting the customer journey: Determine the stages of the customer lifecycle. Customize notifications and health scores. Gather feedback. Determine the Stages of the Customer Lifecycle. First, find out where each customer is within their journey.

Journey mapping 107

Journey mapping Upselling Accountability Feedback 107

CSM Magazine

OCTOBER 18, 2024

For example, a telecom company’s support agent might see that a customer frequently experiences slow internet speeds and has clicked on ads for higher-speed packages. The agent could then proactively offer an upgrade that addresses the customer’s pain points, turning a potential complaint into an upsell opportunity.

Personalization 52

Personalization CRM Automotive Airlines 52

Hodusoft

JULY 2, 2024

High Call Volume: Long wait times & high turnover rates in contact centers lead to increased abandonment rates and missed opportunities for upselling and cross-selling. According to the experts, regular monitoring and feedback can help identify areas for improvement and improve the quality of customer service.

Agent burnout 52

Agent burnout Customer Experience Abandon rate Average Handle Time 52

JustCall

APRIL 3, 2023

This includes tracking usage metrics and identifying areas where the customer can benefit from additional features or services. Renewals and upsells : Another important area of responsibility for the customer success team is driving customer renewals and identifying opportunities for upsells.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

Quality Contact Solutions

JANUARY 27, 2022

One technique is to follow up with customers after a transaction or just after delivery. The risk, you may think, is that you may receive feedback that something did not go as well as you hoped, but now you can address it, and your customer knows you cared about their business enough to find out how they felt proactively.

Sales 98

Sales Upselling B2C Best practices 98

Totango

SEPTEMBER 13, 2022

Promote customer engagement. Increase overall customer health for an improved customer retention rate. Build a brand reputation as a customer-centric business. These benefits make customer success playbooks invaluable for SaaS companies. How Do You Use Playbooks For Customer Success? Onboarding.

SaaS 89

SaaS Upselling Best practices Customer retention 89

CSM Magazine

MAY 16, 2023

The Voice of Customer (VoC) is an invaluable asset for businesses, providing crucial insights into the needs, preferences, and feedback of customers and prospects. By actively listening to the Voice of Customer, businesses can gain a deeper understanding of their target audience, their pain points, and their expectations.

B2B 52

B2B Customer Support outsourcing B2C 52

Totango

MAY 5, 2021

By measuring product experience, as a facet of customer experience, you can view how your clients interact with your product on a daily basis and the level of satisfaction they get with your service. Once these metrics are recorded, you can use this information to proactively engage customers and meet their needs in a more personalized way.

Customer Experience 118

Customer Experience Education Customer centricity Metrics 118

Global Response

MARCH 13, 2024

Challenge #1: Understanding customer needs and expectations One of the primary challenges businesses face is understanding customers’ evolving needs and expectations. As customer behavior and preferences change, businesses must adapt quickly to meet these expectations.

outsourcing 62

outsourcing Best practices Feedback Customer retention 62

ChurnZero

NOVEMBER 4, 2022

To get a CEO’s perspective on the matter, ChurnZero’s You Mon Tsang joined ESG for a special CEO panel on “ The economy and Customer Success: The impact and what to do about it ,” with ‘nuffsaid’s Chris Hicken and Kapta’s Alex Raymond. Difficult conversations lead to deeper customer connections. Learn from three SaaS CEOs.

SaaS 98

SaaS Customer centricity Finance Best practices 98

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 87

SaaS Upselling Enterprise Best practices 87

Global Response

FEBRUARY 26, 2024

Integrate technology to easily collect customer feedback through surveys, feedback forms, and social listening tools. Use this feedback to regularly improve your service and product offerings. LET’S CONNECT As all managers know, empowering employees to make customer-centric decisions is key.

Call Center 62

Call Center Customer Service outsourcing CRM 62

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 93

Enterprise Customer centricity Metrics Upselling 93

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 93

Customer centricity Best practices Upselling Feedback 93

CCNG

OCTOBER 19, 2022

Temkin, 2017) After a bad experience, 30% of consumers tell the company, 50% tell their friends, and 15% provide feedback online. Temkin, 2017) 48% of consumers expect specialized treatment for being good customers. Oracle, 2018) 79% of consumers who shared complaints about poor customer experience online had their complaints ignored.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Totango

JULY 24, 2020

The best B2B client expansion strategies achieve this by creating more value for customers — value that they will be willing to pay for. Leverage Voice of Customer Feedback. The goal is to help your customers realize their full potential by giving them the right solutions and guidance to succeed.

B2B 62

B2B Enterprise Best practices Upselling 62

Totango

OCTOBER 20, 2022

A customer success manager helps customers continually see value in your product by helping them discover new features and teaching them how to use your product to their maximum benefit. CSMs act as the voice of the customer bringing user experience feedback to the product team. CSM role duties may vary by company.

Management 93

Management Upselling Coaching Best practices 93

ChurnZero

SEPTEMBER 27, 2024

Keishla: I regularly collaborate with product, sales, marketing, implementation, and support to ensure that we have a shared understanding of our GTM strategy and customer journey expectations for both acquisition and renewal sales. In fact, product team members have joined some of our customer meetings to hear the voice of the customer.

Best practices 52

Best practices Accountability Sales Feedback 52