TechSee

APRIL 10, 2018

Successfully integrating automation and AI-powered self service as a part of the customer journey presents a significant challenge, as these capabilities are heavily reliant on data flow to and from the contact center. Technology sales also generate additional service opportunities, upsells, longer term contracts, etc. –

Call Center 139

Call Center Technology outsourcing Self service 139

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

JULY 12, 2022

Real-time monitoring allows businesses to get an accurate representation of the value customers receive from a product or service, helping to predict the likelihood that a customer will churn, pinpoint customers that need to be nurtured, or highlight customers who can be engaged as advocates or for upsell opportunities.

Upselling 106

Upselling Customer centricity Engineering Accountability 106

ClientSuccess

JULY 13, 2022

But what does it take to build loyalty, make customers happy, and drive customer retention? Approach ideas from a customer-centric mindset. . When presenting a new feature, upsell, or even the next step in an implementation plan, try to approach your ideas from the customer’s standpoint instead of your internal view.

Customer retention 78

Customer retention Upselling Customer centricity Personalization 78

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. Analyzing Customer Success Metrics.

Customer centricity 93

Customer centricity Metrics Upselling Enterprise 93

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

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

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

aircall

DECEMBER 9, 2016

If your customers find that your product is responsible for their expansion and carries them from one success milestone to the next, then they will not risk churning. This presents you with opportunities for upselling and capitalizing on their loyalty towards a mutually beneficial relationship. Ruthlessly test the product.

Customer centricity 81

Customer centricity Customer retention Upselling Customer effort 81

Totango

JULY 25, 2019

Salespeople should not seek to just force a one-time sale; rather, think about helping the customer achieve their long-term goals and present the product as a resource they could use daily. Customer success specialists should also nurture the relationship without hammering home cross-sells or upsells.

Sales 80

Sales Upselling Customer centricity Best practices 80

Totango

NOVEMBER 27, 2023

With acquisition costs proving too high in today’s constrained environment, many businesses are finally putting greater focus on nurturing existing customer relationships to ensure retention and expansion. Predicting customer churn or potential customer issues to inform corrective steps to optimize the customer journey.

B2B 98

B2B CRM Enterprise Upselling 98

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? Persuasion Skills.

Management 97

Management Upselling Coaching Best practices 97

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

ClearAction

NOVEMBER 5, 2017

Customer Experience Vision Silos Dictate Value Lynn Hunsaker. Does your vision for customer experience match your customers’ vision? If yes, then you’re on your way to customer-centricity, and the growth touted by customer experience management. Customers are the source of paychecks, budgets and dividends.

Customer Experience 69

Customer Experience Customer centricity Morale Finance 69

AskNicely

JUNE 6, 2018

We are pleased to present one of the evening’s most-loved stories (the first of many that we’ll share) from Farhad Ghafarzade, founder and owner of Green Drop Garage. Green Drop Garage turned traditional car care on its head in favor of a more straightforward, customer-centric model. So, we are sharing the love with you!

Upselling 60

Upselling Customer centricity Feedback Sales 60

ChurnZero

MARCH 22, 2019

It’s especially great if you get payment up front and then know that customer is profitable from that point on. . Q: Do you think the percentage of spending on Customer Success is too small, especially given the thesis of this presentation and the impact it can have? So here, it’s really all about new sales.

Customer retention 61

Customer retention Upselling SaaS Customer centricity 61

CSM Practice

JANUARY 13, 2021

Some of the renewal management challenges for many businesses include : Lack of a customer-centric approach. Too many customers for current headcount. More mature customer success organizations with optimized and scaled renewal processes with a goal-oriented and customer-centric approach. Customer-centric.

SaaS 98

SaaS Customer centricity Accountability Education 98

Pointillist

FEBRUARY 19, 2018

It is not hard to imagine how B2B businesses too can benefit from the same applications of artificial intelligence in customer experience. AI-enabled tools can automate customer-centric tasks to increase productivity and enhance customer experience at B2B workplaces by orders of magnitude. Putting It All Together.

Customer Experience 111

Customer Experience Analytics APIs B2B 111

Totango

APRIL 24, 2020

To maximize the spend it derives from a customer over time, or Customer Lifetime Value , an enterprise must shape itself in its customer’s image and adopt their business goals as its own. Milestones present a two-way benefit to SaaS enterprises. Firstly, they create a sense of momentum and achievement in the customer.

Best practices 83

Best practices Customer retention SaaS Enterprise 83

CSM Magazine

DECEMBER 13, 2023

Lack of Cross-Sell and Upsell Capabilities This gap involves using strategies that integrate sales opportunities into customer interactions. Here’s how you can bridge this gap: Provide comprehensive training for customer service representatives that focus on cross-selling and upselling.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

Amity

OCTOBER 31, 2016

Almost immediately, we started to scale the team to enable us to be more proactive to ensure we were able to do all the things that Customer Success does best: onboarding, coaching, renewals, upsell, support, and services. If I had to sum it up, everything post-sale is the domain of the Customer Success team.

Coaching 0

Coaching Upselling Engineering Marketing 0

Totango

SEPTEMBER 24, 2019

The bulk of customer value is now spread across years of renewal and upsell rather than being captured at a single sales event. As such, a customer-centric economy has emerged that prioritizes the customer experience as a means of inspiring long-term loyalty. . Automated Customer Monitoring.

Customer retention 59

Customer retention Sales Enterprise Upselling 59

Amity

MARCH 10, 2017

Whether it's as an individual Customer Success Manager, or as a SaaS leader transitioning to a Customer-Centric Organizational model, it goes without saying there's a lot to learn. Ellie Wilkinson , Senior Manager of Customer Success at Moz. Getting started ban be dreadful.

Engineering 90

Engineering Upselling Metrics SaaS 90

Playvox

SEPTEMBER 30, 2022

Salesforce reports that 48% of customers have left a brand for better customer service elsewhere, and 94% say good customer service makes them more likely to buy again. Your team also builds revenue through cross-selling and upselling. Good reporting relies on the right tagging structure.

Customer Support 67

Customer Support Contact Center Upselling Customer centricity 67

aircall

NOVEMBER 23, 2016

It’s never too early to focus on customer centricity. When trying to qualify a lead, present an upselling opportunity, or follow up on a support ticket, the phone remains the most efficient method of collecting information. Having a visible phone number says, “we welcome client input, and we’ll do our best to help”.

voip 78

voip Interactive Voice Response Sales First call resolution 78

ProProfs Blog

JULY 21, 2020

He believes, “ Your brand is a story unfolding across all customer touchpoints. It is your responsibility to ensure that you are present wherever your customer is. ”. Now, before we attempt to decode every stage of the customer lifecycle management process, let us first understand the definition of customer lifecycle management.

Management 78

Management Customer centricity Marketing Customer retention 78

Totango

DECEMBER 10, 2019

How can you help the sales team increase the number of licenses or upsells? Is there a way to help marketing segment customers for case studies or reference testimonials? By helping teams do their jobs more effectively, you can better support every stage of the customer journey, which quickly improves retention.

Customer retention 65

Customer retention B2B Enterprise Metrics 65

CustomerSuccessBox

MARCH 17, 2022

You should connect your company’s targeted outcomes to your client’s desired outcomes in order to do so in a customer-centric manner. Use the Customer Success Playbook to synchronize those two sets of objectives. 9 Customer Success Playbooks every CS team should have! Upsell Playbook.

Customer advocacy 52

Customer advocacy Upselling SaaS B2B 52

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 B2C outsourcing 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? . Customer Success Around the Web.

Best practices 72

Best practices Upselling Accountability SaaS 72

Totango

MAY 1, 2020

These efficiencies are best represented in the following facts: It costs 5 times as much to attract a new customer as it takes to keep an existing one Enterprises that have high customer satisfaction ratings grow revenues 2.5 Our enterprises grow on the back of the expanding needs that come with our customer’s long-term success.

Customer retention 62

Customer retention Management Enterprise Upselling 62

Vonage

JULY 3, 2018

Kahn added that it is essential for companies to prove to investors that they can learn from failures, and suggested performing regular “customer autopsies.”. We want to know who called the customer after they said they were going to leave. What product is the customer going to use instead? Creating a customer-centric culture.

Upselling 81

Upselling Customer centricity Metrics Technology 81

Cincom

JANUARY 30, 2025

These thoughtful recommendations not only make the customer feel more valued but also strengthen their confidence in your business. Key Benefits: Enhanced customer satisfaction and retention by aligning services with individual preferences. Increased revenue due to increased upselling opportunities.

Personalization 40

Personalization CRM Analytics Chatbots 40

CustomerSuccessBox

APRIL 6, 2022

The customer success (CS) team is critical in today’s customer-centric economy. The purpose of the team is to keep your hard-won clients and help them grow by strengthening the customer relationship. This results in higher customer satisfaction, which lowers churn and improves renewals.

Customer centricity 52

Customer centricity Journey mapping Feedback Government 52

Totango

JANUARY 8, 2019

But how can you learn why customers end their subscriptions, and understand the calculations behind your current churn rate? Let’s take a closer look at how churn rates are calculated, how to lower yours, and how to dominate your corner of the subscription-based market with customer-centric strategies.

Enterprise 54

Enterprise Upselling Surveys B2B 54

SmartAction

JANUARY 28, 2019

AI-powered virtual agents present significant potential to improve the customer experience (CX) in the contact center. The advantages of automating more customer care-related processes are real and it’s important to understand why these new AI-powered options are superior to the traditional automation that most contact centers offer.

Virtual Agent 49

Virtual Agent Interactive Voice Response Self service Contact Center 49

JustCall

DECEMBER 24, 2022

In simple words, customers don’t give second chances. On the other hand, rewarding customer service experiences increase sales volumes, improve customer retention, unlock upselling and cross-selling sales opportunities, and fortify business growth. 71% of customers demand personalized interactions.

Best practices 52

Best practices Customer Service Customer centricity Self service 52