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. This represents a shift from bygone eras when growth strategies were more sales-focused.

Customer centricity 62

Customer centricity Best practices Upselling Enterprise 62

Totango

MAY 7, 2024

Strategy #1: Use a RACI matrix to assign ownership At Totango + Catalyst, we’ve found that using a responsibility assignment matrix (also known as the RACI matrix) has been a great way to get our CS and Sales teams on the same page. Strategy #2: Align on customer outcomes Both teams should be laser-focused on customer results.

Sales 100

Sales Upselling Metrics Accountability 100

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. But Mike believes they’re intertwined.

Upselling 98

Upselling SaaS Sales Accountability 98

CSM Practice

JULY 24, 2019

The customer-centric mindset entails making major decisions while taking customer needs and customer journeys into account. This responsibility is not limited to the CSM (Customer Success Manager) alone, a company-wide disposition to customer satisfaction is crucial to customer success.

Customer centricity 45

Customer centricity Feedback Finance Upselling 45

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. Creating a strong customer engagement strategy makes sure every interaction delivers that value.

Customer centricity 93

Customer centricity Metrics Upselling Enterprise 93

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

CSM Practice

JULY 6, 2020

After all, the very motive of these companies is to adapt to the situation, and further improve the overall performance through expansion selling strategies. To learn how to sell more to existing customers, we need to understand the changes that have taken place in the SaaS scene. Upsells is a basic form of account expansion.

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Practice

JULY 6, 2020

After all, the very motive of these companies is to adapt to the situation, and further improve the overall performance through expansion selling strategies. To learn how to sell more to existing customers, we need to understand the changes that have taken place in the SaaS scene. Upsells is a basic form of account expansion.

SaaS 71

SaaS Upselling Accountability Sales 71

Totango

JULY 24, 2020

Your ability to grow revenue is dependent in part on your ability to discover new successes for your existing clients, retain their business, and maximize their customer lifetime value. The best B2B client expansion strategies achieve this by creating more value for customers — value that they will be willing to pay for.

B2B 62

B2B Enterprise Best practices Upselling 62

CSM Practice

FEBRUARY 12, 2020

Since existing customers are usually more willing to buy, companies typically offer additional solutions and features in the form of upsells and cross-sells. This enables the company to deliver additional value to customers while generating more revenue. Expansion Selling Strategy Framework. Quantitative Data.

Upselling 52

Upselling Customer centricity Sales Accountability 52

JivoChat

APRIL 16, 2023

All these sites have one thing in common (and it’s not that they start with A and E) - their strategy and international success. You need a strategy that considers all the different aspects of ecommerce, from marketing and product selection to payment processing and fulfillment. Who would want to have a bad customer experience?

Analytics 82

Analytics Engineering Advertising Sales 82

Amity

FEBRUARY 24, 2017

Since the early 2000s, companies from nearly every industry have come to the realization that building enduring customer relationships is essential to their success. Organizations that are aligned around their customers seek to understand the world through their eyes. Truth One: Customers are a scarce resource.

Customer centricity 64

Customer centricity Upselling Banking Marketing 64

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

Interactions

JULY 9, 2024

Customer-centric culture Customers are 2.4 Putting customers first is the most important factor to optimizing an IVA. A CRM in place (or in the works) Companies using a customer relationship management (CRM) system are already making strides toward customer-centricity.

CRM 62

CRM Customer centricity Average Handle Time First call resolution 62

Interactions

JULY 9, 2024

Customer-centric culture Customers are 2.4 Putting customers first is the most important factor to optimizing an IVA. A CRM in place (or in the works) Companies using a customer relationship management (CRM) system are already making strides toward customer-centricity.

CRM 62

CRM Customer centricity Average Handle Time First call resolution 62

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

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 76

Upselling Customer centricity Surveys Education 76

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 62

Enterprise Customer centricity Metrics Upselling 62

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

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

NOVEMBER 27, 2023

After several years of relentless pursuit of new business, 2023 made it clear to many companies that growth at all costs is not a sustainable strategy. Predicting customer churn or potential customer issues to inform corrective steps to optimize the customer journey. Market presence: Revenue and number of customers.

B2B 95

B2B CRM Enterprise Upselling 95

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

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 Analytics Upselling Customer centricity 105

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

ChurnZero

DECEMBER 1, 2023

Dive into “the ultimate guide to customer success in SaaS” and gain the insights and strategies you need to create a high-performing customer success team. Who’s this customer success guide for? What are the responsibilities of customer success? How do you build a customer success strategy?

SaaS 52

SaaS Customer advocacy Journey mapping Customer centricity 52

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. Businesses need a new strategy for customer success growth.

Customer centricity 104

Customer centricity B2C Enterprise Upselling 104

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. Lastly, let’s consider what steps organizations might take to get beyond perfunctory performance to meet and or exceed customer expectations.

Morale 52

Morale Customer centricity Upselling Feedback 52

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

Comm100

FEBRUARY 10, 2022

Creating excellent customer service through personalized recommendations, support, and the overall shopping experience can significantly boost your sales rate and repeat orders. You can also offer relevant recommendations to increase your chances of upselling your customers like PuraVida does here with their “You may also like” section.

Personalization 52

Personalization Customer Service Chatbots Self service 52

Global Response

JULY 3, 2023

A key—and often overlooked strategy—to developing these relationships is through your call center. Call centers aren’t just for solving customer problems and upgrading customer accounts: they’re essential channels to develop customer relationships and loyalty. As the saying goes—your customers make your business.

Call Center 62

Call Center outsourcing Customer centricity Upselling 62

CSM Practice

DECEMBER 7, 2020

CSM Leader Optimizes Customer Success Strategies and Processes in collaboration with top thought leaders in its industry. Dec 1, 2020 — Today, CSM Practice, the world’s first consulting firm dedicated to Customer Success Management (CSM) strategy, announced the formation of its new Advisory Board. Sunnyvale, Calif.—

Chief Customer Officer 81

Chief Customer Officer Upselling SaaS Consulting 81

Quality Contact Solutions

JANUARY 27, 2022

All these avenues provide great information if you’re like me, but the real benefit is they inspire me to think creatively about improving or tailoring new techniques to my specific product or service selling strategy to increase sales. The fact is, I need to inspire my customer-facing staff to leverage best practices to increase sales.

Sales 98

Sales Upselling B2C Best practices 98

TeamSupport

FEBRUARY 18, 2022

It’s a reasonable strategy – new business acquisitions means more revenue. But what if this new business is replacing churned customers and there is no net growth? Even worse, what if this strategy is plugging a hole of capsized revenue left by more churned customers than acquired ones? their goals with you ).

B2B 105

B2B Upselling Customer Support Sales 105

CSM Magazine

OCTOBER 18, 2024

This shift has placed personalization at the forefront of successful business strategies, transforming how companies interact with their customers across every touchpoint. 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

Totango

SEPTEMBER 13, 2022

Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes. A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. We’ll walk you through a five-step strategy to promote customer success using playbooks. Limit churn for a lower churn rate.

SaaS 89

SaaS Upselling Best practices Customer retention 89

TeamSupport

FEBRUARY 18, 2022

It’s a reasonable strategy – new business acquisitions means more revenue. But what if this new business is replacing churned customers and there is no net growth? Even worse, what if this strategy is plugging a hole of capsized revenue left by more churned customers than acquired ones? their goals with you ).

B2B 98

B2B Upselling Customer Support Sales 98

Totango

OCTOBER 25, 2022

Your customer success team structure forms the organizational backbone supporting your CS strategy. A well-designed structure can help you streamline your operations for greater efficiency to deliver your customers better results. Cultivate a Customer-centric Brand Image. Prioritize Reducing Churn.

Best practices 97

Best practices Chief Customer Officer Customer centricity Sales 97