Totango

DECEMBER 10, 2019

When you make customer retention for B2B business models a priority, you’ll not only save money on acquisition costs; you’ll also unlock the growth potential of your existing customer base. Let’s explore why customer retention for B2B is so important and how you can make it happen. Retain Customers for Life.

Customer retention 65

Customer retention B2B Enterprise Metrics 65

Totango

APRIL 2, 2019

During the first week after the initial subscription, your goal should be to get customers to use the product at least once. The onboarding stage is critical in terms of customer retention, so make sure your customer understands all the features of your product and the value it provides. Gather Feedback.

Journey mapping 110

Journey mapping Upselling Accountability Feedback 110

Hodusoft

JULY 24, 2024

Effective Strategies for Enhancing Customer Retention in Call Centers “When the customer comes first, the customer will last.” In a time of growing competition and dwindling customer loyalty, businesses need to focus on customer retention more than ever before. How to Analyze Current Retention Rates?

Customer retention 52

Customer retention Call Center call center software Interactive Voice Response 52

Totango

SEPTEMBER 24, 2019

Knowing these different stages can be powerful for monitoring, servicing, and motivating customers, but it all needs to come from a unified, consistent brand. There’s no need to indulge a divisive customer retention vs. new customer acquisition dynamic. Customer Retention vs New Customer Acquisition: The Common Goal.

Customer retention 59

Customer retention Sales Enterprise Upselling 59

CustomerSuccessBox

APRIL 19, 2021

It’s unlike most SaaS B2B businesses not addressing customer retention. There is a treasure trove of data on how customers interact with your organization yet most organizations are unable to act on these data points. Drive Customer Retention With Three Kinds Of Early Warning System.

Customer retention 52

Customer retention SaaS B2B Upselling 52

ChurnZero

NOVEMBER 26, 2024

For instance, owning customer retention signifies direct responsibility for renewal rates. Primary Responsibilities: Cultivate and maintain deep relationships with approximately 50 mid-market and enterprise customers generating a combined annual recurring revenue of $3 million. Whether the role is remote, hybrid, or onsite.

SaaS 52

SaaS Upselling Enterprise industry standards 52

JustCall

MAY 14, 2020

But the operation that is facing the most critical hit is – Customer Retention. Customer acquisition has become more difficult than ever. And businesses have shifted their focus towards Retention. But are you still sticking to the old-fashioned customer retention strategies?

Customer retention 52

Customer retention Journey mapping Education Feedback 52

JustCall

MAY 14, 2020

But the operation that is facing the most critical hit is – Customer Retention. Customer acquisition has become more difficult than ever. And businesses have shifted their focus towards Retention. But are you still sticking to the old-fashioned customer retention strategies?

Customer retention 52

Customer retention Journey mapping Education Feedback 52

Totango

APRIL 13, 2021

This metric is also known as gross revenue retention (GRR), which highlights the fact that we’re talking here about revenue retention rather than customer retention , at least directly. Of course, these two things are indirectly related, in that the more customers you retain, the more revenue you retain.

Upselling 71

Upselling Customer retention Metrics Enterprise 71

Totango

SEPTEMBER 20, 2022

This delivers customers more satisfying experiences, which promote higher retention, lower churn, and higher referral rates. A customer enablement program is a vital part of the customer landscape for B2B and SaaS companies that rely on customer retention for growth.

B2B 88

B2B SaaS Education Brand ambassadors 88

Totango

SEPTEMBER 13, 2022

Automate best practices that promote better customer experiences. Optimize customer onboarding. Promote customer engagement. Increase overall customer health for an improved customer retention rate. Build a brand reputation as a customer-centric business. Expansion of product usage through upsells.

SaaS 93

SaaS Upselling Best practices Customer retention 93

Amity

APRIL 30, 2018

And while Sales might focus on hitting targets every month ; Renewals, Upselling and Customer Retention would not be possible without the Customer Success Manager. A Customer Success Manager interacts with many cross-functional departments, building and maintaining relationships from Success to Sales.

Sales 82

Sales Upselling Education CRM 82

Totango

FEBRUARY 5, 2019

Internal Customer Changes: Your customer’s business isn’t static; changing teams, management, and scale can impact how they use your product. With constant customer engagement and data monitoring, though, you can use change as an agent for personalizing your messaging and upselling your service.

SaaS 76

SaaS Upselling Customer retention Benchmark 76

ClientSuccess

JANUARY 11, 2023

Regularly monitor customer performance and identify opportunities for improvement. Measure customer success metrics for meaningful insights. Focus on customer retention and long-term ROI. 8 Ways to Apply the Golden Rule in Customer Success. Ready to start honoring the Golden Rule with customers?

Benchmark 80

Benchmark Upselling Education Best practices 80

Totango

JULY 25, 2019

Customer success and sales are two primary business objectives you should target with equal emphasis. They offer more benefits—from increased customer retention to greater revenue to higher rates of customer satisfaction— when they work together and are pursued simultaneously, as their closely linked nature augments each other’s progress.

Sales 80

Sales Upselling Customer centricity Best practices 80

Totango

JUNE 4, 2019

It provides a direct opportunity to improve the customer experience which, in turn, makes customers more likely to remain loyal. And in this consumer-dominated, subscription-driven market, customer retention is critical. Voice of Customer is all about collecting, listening, and learning.

Upselling 83

Upselling Feedback Enterprise Surveys 83

ClientSuccess

FEBRUARY 22, 2023

This can involve training and education on effectively using the product or service, suggesting best practices, and providing guidance on optimizing the customer’s experience. The success of customer success is typically measured by metrics such as customer retention rate, upsell/cross-sell revenue, and customer satisfaction scores.

First call resolution 70

First call resolution Best practices Upselling Education 70

ClientSuccess

FEBRUARY 8, 2023

Research Vectors by Vecteezy Many customer success leaders in the SaaS space are faced with the same question: who should own customer renewals? It’s an important question to answer, as it can make all the difference in customer retention and long-term success.

SaaS 71

SaaS Upselling Accountability Sales 71

Hodusoft

SEPTEMBER 4, 2024

It’s not surprising to note that when advertising costs go up, so does the cost of customer acquisition. Cross-selling and Upselling Can Be Better A study conducted by Forrester Research revealed that cross-selling and upselling account for 10-30 percent of revenues in the e-commerce industry. Ask for a Free demo!

call center solutions 52

call center solutions Call Center Sales call center software 52

Totango

JANUARY 4, 2019

The digital transformation of business, and the resulting rise of the customer-centered economy , must inform every action your customer success team takes. Now more than ever, winbacks, upsells, renewals, referrals, and feedback cannot be passive items on a checklist. The best way to do that is through communication.

Customer centricity 79

Customer centricity SaaS Marketing Enterprise 79

Hodusoft

MARCH 5, 2025

Customer Retention Challenges When visitors abandon their carts due to miscommunication, poor CX, lack of trust, or any other major fault from the side of an e-commerce company, they are more likely to go for good. Boost customer satisfaction with HoduCCs seamless communication! Ask for a Free demo!

Abandon rate 52

Abandon rate Contact center software Interactive Voice Response Contact Center 52

CustomerSuccessBox

MAY 28, 2021

Now that involves two main essential activities- Retaining Customers and Upsell to consumers. Subscription Economy is rewarding for those who Retain and Upsell to their customers. So when we look at the post-sales journey we see that 80-90% of the overall LTV revenue comes from the retention cycle that incorporates.

Technology 52

Technology SaaS Upselling Customer retention 52

Totango

FEBRUARY 4, 2020

Customer-centric growth puts customers at the heart of your business strategy. While sales are always an important facet of any growth strategy, customer-centric growth means also emphasizing customer retention. This shift is rooted in the concept that when your customers succeed, so does your enterprise.

Customer centricity 62

Customer centricity Best practices Upselling Enterprise 62

Totango

AUGUST 27, 2019

Customer lifetime value is the net profit acquired from a customer throughout a company’s relationship with them. The easiest way to calculate CLV is to multiply the annual profit gained from a customer by the average length of time of customer retention.

Upselling 61

Upselling Education Best practices Customer centricity 61

Totango

JANUARY 17, 2019

Customer retention is vital to the health of your business. In order to run a successful enterprise, you have to think in terms of customer growth and expansion. The digital transformation of business has given customers more choices and greater freedom from long-term arrangements. Image courtesy: VadimGuzhva.

SaaS 74

SaaS Enterprise Customer retention Upselling 74

Monet Software

FEBRUARY 15, 2018

More Upsell Opportunities Will your agents pick up on responses that identify certain customers as good candidates for additional purchases? Lower Customer Churn This one is easy ¬– when customers are happy with the service they receive, they stay customers. They will with the help provided by speech analytics.

Analytics 48

Analytics Scripts Upselling Contact Center 48

Totango

MARCH 26, 2019

And customers have raised their expectations, demanding products and services that can be customized to meet their specific desires. So, what are the most important elements that create customer success growth in this new economy? Increase Customer Retention. In the future, you may be able to offer them an upsell.

B2C 69

B2C Upselling B2B Education 69

Cincom

MARCH 6, 2025

Sales teams can bundle services, adjust SLAs, and ensure consistent pricing across contracts, boosting customer retention and revenue predictability. Sales teams can instantly adjust configurations, apply competitive pricing strategies, and accelerate deal cycles with automated approvals and intelligent upsell recommendations.

Automotive 40

Automotive Revenue potential CRM Sales 40

ClientSuccess

NOVEMBER 26, 2018

While many customer success managers (CSMs) are well-versed in the day-to-day activation and implementation conversations with customers, introducing them to additional services, turning them into advocates, and having upsell conversations, their customer marketing strategies and results can often fall short.

Marketing 56

Marketing Upselling SaaS Customer retention 56

ProProfs Blog

DECEMBER 21, 2020

Stable customer base results in higher referrals, improved upsell revenue and increased lifetime value (LTV) which further results in improved customer acquisition in future. Needless to say, customer retention is the core value for the growth of any business. Honestly, it’s not because of revenue all the time.

Surveys 148

Surveys Benchmark Feedback Sales 148

Totango

MAY 21, 2019

Not only are new customers expensive to win over, but loyal customers are more valuable in the long run. They trust your brand and are more likely to spread word-of-mouth advertising or accept an upsell. So, instead of always seeking new customers, focus on keeping existing customers happy and preventing churn.

Customer centricity 90

Customer centricity Education Advertising Upselling 90

Totango

JUNE 12, 2020

No longer solely the role of the CS team; customer-centricity belongs to everyone and requires collaboration across sales, executives, product groups, and marketing groups. . Shared insight delivers the needed customer context. Customers notice when a company’s products, services, and employees focus on them. And guess what?

Customer centricity 62

Customer centricity Upselling Customer retention Accountability 62

ChurnZero

OCTOBER 12, 2021

Your Customer Success program is a telling datapoint when comparing great companies apart from their peers. The effects of CS run deeper than just customer retention – this instrumental function can have a profound impact on your long-term corporate success. Announcing the Winners of ChurnZero’s 2021 ChurnHero Awards.

Healthcare 98

Healthcare Accountability Metrics Surveys 98

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? . Request a demo here. .

Best practices 72

Best practices Upselling Accountability SaaS 72

Totango

MARCH 26, 2021

Steer traffic towards free trial offers, demo pages, and other opportunities for prospects to experience your product without risk. The onboarding stage marks the transition from the pre-sales to the post-sales phase of your customer’s lifecycle. Resources: Guide to Customer Growth. Extend customers cross-sell and upsell offers.

SaaS 68

SaaS Best practices Upselling Education 68

Amity

FEBRUARY 24, 2016

For a limited time, we are offering an exclusive Customer Success Hero shirt to anyone who attends a public demo. • The Link Between Customer Success, Retention, and Upsells. In this classic, Lydia Hornick explains how you can turn repeat customers into your bestfriends.

Upselling 48

Upselling SaaS Best practices Customer retention 48

ClientSuccess

APRIL 30, 2019

Gross Revenue Retention only considers the starting revenue minus any revenue lost through downsell or churn. Net Revenue Retention considers the o setting revenue from expansion (upsell and/or cross-sell). Some refer to this metric as Dollar Revenue Retention (DRR). Customer Retention Rate/Customer Churn Rate.

SaaS 46

SaaS Metrics Upselling Customer retention 46