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. What is Customer-Centric Growth? 5 Best Practices for Customer-Centric Growth.

Customer centricity 71

Customer centricity Best practices Upselling Enterprise 71

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

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. What is Customer-Centric Growth? 5 Best Practices for Customer-Centric Growth.

Customer centricity 62

Customer centricity Best practices Upselling Enterprise 62

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

aircall

JULY 14, 2022

Whether you’re teaching this strategy to your marketing team, sales team, or support teams, it all comes back to putting your customers first. As businesses develop their customer base and audience, especially when refocusing on customer-centricity, the biggest missed opportunity for many is that they don’t resell to existing customers.

Upselling 62

Upselling Sales Advertising Customer centricity 62

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

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

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

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

ShepHyken

MARCH 5, 2023

Customer service and the customer experience are at the forefront of conversations about success and excellence in business. How can business leaders shape the future of their organizations using a customer-centric approach? My Comment: Do you want to increase your Customer Lifetime Value? Who doesn’t?

Customer Service 27

Customer Service Metrics Upselling Healthcare 27

Lumoa

FEBRUARY 20, 2018

At the end, customer experience depends on the work of all departments: from customer service and customer success teams to marketing, product and HR. At the same time, committed leadership is essential to implement a comprehensive customer-centric approach. Share what you have done based on the feedback.

Customer Experience 141

Customer Experience Customer centricity Feedback Metrics 141

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 108

Journey mapping Upselling Accountability Feedback 108

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

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 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

Fonolo

APRIL 6, 2021

Encourage your agents and sales associates to familiarize themselves with the top sellers in your store, as well as product trends, so they will always have these products in mind when customers ask for recommendations. Upsell products that match a customer’s need. This shouldn’t be about pushing products.

Best practices 126

Best practices Customer Service Upselling Sales 126

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. AI is put to use in a variety of ways to attract as well as retain customers. How to Integrate AI to Your eCommerce Business?

Chatbots 159

Chatbots Feedback Surveys Sales 159

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

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 140

Call Center Technology outsourcing Self service 140

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

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

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

TeleDirect

FEBRUARY 20, 2020

Our business process outsourced (BPO) solutions offer a custom, customer-centric call center platform for any firm or non-profit looking to improve their customer service performance. Good customer service leads to great upsell opportunities. What are the major reasons why it matters?

Customer Service 104

Customer Service Business Process Outsourcing outsourcing Call Center 104

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

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 125

Upselling Feedback Surveys Customer advocacy 125

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

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

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

Amity

FEBRUARY 4, 2018

Overall, the total compensation is what indicates how valued the business unit is for the company, and when compared to other departments, it’s what indicates how customer-centric and dedicated to Customer Success Management an employer is. A non-variable compensation plan does, however, indicate a few things.

Management 72

Management Upselling Customer centricity 72

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 94

Customer centricity Best practices Upselling Feedback 94

TeamSupport

FEBRUARY 18, 2022

It’s no secret that companies need to be customer-first in today’s business environment. And don’t be mistaken, a customer-centric methodology isn’t just a nice-to-have – recent research shows the necessity of customer-first practices: 77% of a company’s revenue is from current customers , not net-new sales.

B2B 105

B2B Upselling Customer Support Sales 105

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

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

ChurnZero

FEBRUARY 9, 2021

Engagement Evaluation Best Practices for Customer Success Management . Customer Experience: Journey Mapping. Course Description: If you strive for a customer-centric culture, you have to understand the customer’s journey—every step of the way. Level: Intermediate. Time: 50 minutes.

Journey mapping 98

Journey mapping Best practices Upselling Consulting 98

ChurnZero

DECEMBER 9, 2020

Higher Logic is an engagement platform provider and they share advice on how to grow a community and drive customer engagement along each stage of the customer lifecycle. Recommended read: How to Give Your Customer Success Team Superpowers. Recommended read: Proactive Customer Expansion Strategies. CSM Practice Blog.

Consulting 98

Consulting Consulting Best practices Upselling 98