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

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. Educate Customers on How to Succeed.

B2B 88

B2B SaaS Education Brand ambassadors 88

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 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

Beyond Philosophy

APRIL 14, 2022

However, here are some of the stats that stood out to me most: 73% of business leaders reported a direct link between customer service and business performance. 64% of business leaders say that customer service has a positive impact on the company’s growth . 60% say customer service improves customer retention .

Contact Center 195

Contact Center Upselling Education Engineering 195

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

Blueship Call Center

MARCH 24, 2025

Customer Acquisition: Reaching new markets and expanding customer base through strategic outreach campaigns. Customer Retention: Proactively engaging with existing customers to build loyalty, gather feedback, and promote upselling/cross-selling opportunities.

Call Center 40

Call Center outsourcing Upselling Sales 40

ClientSuccess

SEPTEMBER 26, 2019

Beyond the basic financial metrics that most executives consider, look at customer health metrics such as customer engagement and net promoter scores, usage metrics such as product usage and adoption, and the metrics of your customer success team’s performance to determine if you need to take additional action. .

Customer retention 49

Customer retention Metrics SaaS Upselling 49

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

Education Services Group

MAY 25, 2018

Unlocking a proverbial holy grail of enhanced product adoption, increased renewals, thriving upsells and product advocacy requires collaboration with other business units, especially Education Services (ES). And that’s a revelation that must remain present throughout the customer journey. But CS organizations can’t do it alone.

Education 45

Education Journey mapping outsourcing Upselling 45

CSM Magazine

OCTOBER 28, 2019

In a world powered by innovation, the need for customer education cannot be overlooked. However, in the modern business scenario, few organizations give customer education the importance it deserves. However, enabling customers to make the most of your product is an overlooked opportunity instead of an added expense.

Education 40

Education Upselling Customer retention Customer Support 40

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

Totango

JULY 13, 2021

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 underpin your strategy for customer success growth in this new economy? Increase Customer Retention. Let’s take a look.

Customer centricity 107

Customer centricity B2C Upselling Enterprise 107

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

Tethr

FEBRUARY 11, 2020

More specifically, mapping helps organizations make informed decisions on initiatives designed to increase customer satisfaction, to foster stronger brand loyalty, to reveal quick ways to improve customer retention, to identify hidden areas for innovation and to uncover ways to reduce churn.

Customer Experience 75

Customer Experience Analytics Customer retention Upselling 75

ClientSuccess

FEBRUARY 22, 2023

Customer success managers work with customers to identify and help them achieve their goals. 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.

First call resolution 70

First call resolution Best practices Upselling Education 70

CustomerSuccessBox

MARCH 7, 2022

Customer retention is the lifeblood of a SaaS company. Where the foundation of SaaS customer retention is renewals. According to a research study, a mere 5% increase in customer retention can lead to a 25% increase in company profits. Renewals Manager. Expansion Manager.

SaaS 52

SaaS Upselling Customer retention Accountability 52

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. This means different things depending on your customer.

Upselling 61

Upselling Education Best practices Customer centricity 61

ChurnZero

FEBRUARY 23, 2023

There are two primary reasons why: First, you need to retain customers to simply “keep the lights on” so to speak. Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. Further, additional sales with existing customers have a lower customer acquisition cost (CAC).

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

There are two primary reasons why: First, you need to retain customers to simply “keep the lights on” so to speak. Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. Further, additional sales with existing customers have a lower customer acquisition cost (CAC).

Management 52

Management Customer retention Upselling Chief Customer Officer 52

Totango

AUGUST 18, 2022

Guiding customers through how to use basic features. Describing where to access self-service and customer support tools. Educating the customer on how your platform can support their business goals. Ensuring a smooth handoff between the Onboarding Team to the Customer Success Team.

Journey mapping 99

Journey mapping SaaS Upselling Enterprise 99

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. Build Useful Resources for Customers. “

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

Outsource Consultants

JANUARY 27, 2025

This cost-effectiveness allows businesses to reinvest savings into other areas of their operations (such as technology upgrades or expanded service offerings), which ultimately benefits the end customer. Highly Educated Workforce The Philippines boasts a highly educated workforce.

outsourcing 67

outsourcing Call Center Government Telecommunications 67

Totango

DECEMBER 3, 2020

CS professionals now attest that their bonus structures are tied to company performance, renewals, net retention, upsells, and account health. . They are becoming standard because companies are increasingly recognizing how CS technologies can reduce churn and generate revenue by improving the customer experience.

Upselling 65

Upselling Accountability Enterprise Metrics 65

Totango

MARCH 26, 2021

Quick advice: In this stage and the prior stage, strive to provide content that solves prospects’ needs and educates them about the value you offer. In the nurturing phase, also called the adoption phase, customers who have successfully onboarded become active users of your product. Resources: Guide to Customer Growth.

SaaS 68

SaaS Best practices Upselling Education 68

Amity

OCTOBER 31, 2016

I’m the VP, Customer Success here at Uberflip. The first being product adoption, the second being customer retention, and the third being customer expansion. It might help to start with a bit of a history, give that, relative to other teams here at Uberflip, Customer Success is still very new.

Coaching 0

Coaching Upselling Engineering Marketing 0

Amity

FEBRUARY 2, 2016

With so many customer success resources to choose from, we’ve selected the top customer success resources and events that we think will educate and inspire you for the rest of the year. Are Your Customer Success Stories Being Heard? 8 Ways to Use Video for Customer Success, Education, and Advocacy.

SaaS 80

SaaS Education Customer retention Sales 80

Lumoa

FEBRUARY 9, 2023

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often about how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

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

CSM Practice

JANUARY 13, 2021

The reality is that businesses that continually invest in building strong relationships with their clients find it easier to retain customers and boost their bottom line. According to Bain & Company, a 5% increase in customer retention can deliver as much as a 25% to 95% increase in profits. Renewals Manager. Clarify Roles.

SaaS 98

SaaS Customer centricity Accountability Education 98

Amity

OCTOBER 23, 2018

There is a long list of metrics for each pillar of Customer Success but for the purposes of this post I’ll focus on the key metrics for Customer Success Management and the metrics commonly used for CS as a whole (I’ll save customer support and customer education metrics for another post).

Metrics 76

Metrics Best practices Customer retention SaaS 76

TeamSupport

AUGUST 30, 2019

Based on their dishonest response, an action plan can be created to have customer success follow up with them in the near future. Taking an educated extra step like this to solidify customer happiness and trust can help improve customer retention rates.

Customer Support 60

Customer Support Upselling B2B Technology 60

Totango

SEPTEMBER 24, 2020

Customers seek out your product as a solution to a problem and a path to growth, and your ability to deliver on that promise, right from the outset, is key to ensuring they stay satisfied and continue growing their relationship with you through repeated renewals and upsells.

Enterprise 78

Enterprise Upselling Accountability SaaS 78

Nicereply

FEBRUARY 2, 2024

Source SuperOffice In today’s competitive environment, where customers are spoiled for choice, customer success has become a key competitive differentiator. As such, you must find ways to educate and guide your customers on how to gain maximum value from the products they’ve purchased.

Education 59

Education Accountability Customer retention Journey mapping 59

Education Services Group

JUNE 29, 2019

In fact, Frederick Reichheld of Bain & Company (inventor of the Net Promoter Score) has shown through research that increasing customer retention rates by just five percent can boost profits anywhere from 25 to 95 percent. Customer Success Is a Constant Process. You’ll also want to begin the onboarding process right away.

SaaS 40

SaaS Upselling Customer retention B2B 40