Totango

JANUARY 4, 2019

‘Customer-centric’ no longer just refers to a marketing strategy—it’s a whole economy. Customer expectations and demands on enterprises have never been so high, or so personal—especially for SaaS companies who are at the forefront of both the modern wave of technology and the new customer-centricity business model.

Customer centricity 79

Customer centricity SaaS Marketing Enterprise 79

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

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 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

Beyond Philosophy

MAY 7, 2020

Moreover, they want to upsell you, which is more likely to occur when you like them. Also, feeling more trust and emotional engagement toward the cable company means that customers are more willing to forgive problems. Identify the culture of your organization now and improve your customer-centricity.

Customer centricity 436

Customer centricity Technical Support Consulting Consulting 436

Amity

AUGUST 9, 2016

SaaS Tattler Issue 91 - Is it the right time to upsell to your customer? They're an integral part of Customer Success, but they've always led to somewhat of a sensitive topic: Is now the time to upsell? How can I approach this while still maintaining my trusted, genuine relationship with my customer?

Upselling 57

Upselling SaaS Customer centricity Analytics 57

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

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 112

Enterprise Customer centricity Benchmark Upselling 112

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

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

ShepHyken

FEBRUARY 26, 2021

An affiliate marketing strategy needs to be effective, target well and work well for brands and customers. The foremost among them is to understand your customer in the best manner possible. Becoming customer-centric is important for brands to stay in the loop with the competitive world. Monitor results.

Marketing 315

Marketing Journey mapping Upselling Advertising 315

Beyond Philosophy

NOVEMBER 10, 2014

According to their 2014 US Insurance Shopping study, 28% of the Customers who switched auto insurance providers did so because of “poor experience.”. Your existing customers are far easier to upsell. That’s a much bigger chance that you are going to get to yes if you have a loyal customer base to ask for the order.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

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

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

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

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

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

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

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 100

Sales Upselling Metrics Accountability 100

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.

Call Center 62

Call Center outsourcing Customer centricity Upselling 62

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

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

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

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 90

Upselling Customer centricity Enterprise Education 90

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

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

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

Quality Contact Solutions

JANUARY 27, 2022

These clues will give you insight into the customers’ perception and allow you to edit scripting and have meaningful discussions with your team about what is important to discuss while selling. Increase Sales by Upselling. Instead, upselling typically involves selling a higher-level product or service than the initial offering.

Sales 98

Sales Upselling B2C Best practices 98

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. Analyzing extensive datasets to forecast trends.

B2B 95

B2B CRM Enterprise Upselling 95

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

SmartKarrot

NOVEMBER 24, 2021

It would help if you shifted your attention from being product-centric to customer-centric. . Customer-centricity is the key to comprehending where your customers are heading and how you can meet your customers at different journey points whenever required? . The concept of customer-centric thinking.

Customer centricity 10

Customer centricity Education Customer retention Upselling 10

CustomerSuccessBox

SEPTEMBER 20, 2021

Lincoln Murphy is a leading customer success consultant, keynote speaker, and author. He posts regularly on customer success, customer experience, and customer-centricity and is a Growth Consultant focused on Customer-centric Growth. Recommnded Read.

SaaS 64

SaaS Customer centricity B2B Best practices 64

CSM Practice

DECEMBER 7, 2020

Using recommended processes and policies, CSM Practice’s customers significantly reduce the problem of churn, improve expansion selling, and accelerate new sales deals. SaaS companies, in particular, need to develop and implement effective customer success strategies to drive renewals and upsells.

Chief Customer Officer 81

Chief Customer Officer Upselling SaaS Consulting 81

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

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. From addressing contact center challenges to highlighting industry trends, the insights shared by the experts emphasize the importance of a customer-centric approach.

Agent burnout 52

Agent burnout Customer Experience Abandon rate Average Handle Time 52

inmoment

AUGUST 17, 2020

Pitching Customer Centricity. 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. Demonstrating The Power of Real-Time Feedback.

Customer centricity 59

Customer centricity Feedback Upselling Customer Experience 59