Totango

AUGUST 23, 2022

Reminding customers to renew subscriptions. Making upsell offers. B2B Customer Journey Touchpoint Mediums. Touchpoints may involve any medium you use to interact with customers, including: Search engine marketing. Customer support events. Customer satisfaction surveys. Upsell offers.

B2B 122

B2B Journey mapping SaaS Upselling 122

CustomerSuccessBox

SEPTEMBER 7, 2021

With Customer Success teams who work on onboarding automation and efficiency to set their customers up for a strong initial footing, this will result in long-term success. Pro Tip: Designing a Customer Onboarding Framework for B2B SaaS. #2 Data plays a vital role in customer retention and growth and hence in customer success.

Journey mapping 96

Journey mapping Engineering SaaS Upselling 96

CSM Magazine

JULY 22, 2021

Communities furthermore, lower service costs and dramatically affect retention and upsell. Harvesting the user-generated content a community produces and analyzing it, is a powerful tool to monitor customer health, happiness and engagement levels. Online communities serve as content engines that follow a one-to-many principle.

Advertising 98

Advertising SaaS B2C Best practices 98

Real Blue Sky

NOVEMBER 21, 2023

As we delve into five dynamic strategies for brand growth, we’ll explore how prioritizing customer retention can significantly boost profits. We’ll discuss the art of enhancing customer experiences to keep your customers not just satisfied but delighted and loyal.

Employee engagement 105

Employee engagement outsourcing Upselling Customer retention 105

GetFeedback

MAY 9, 2019

CX leadership coalition: The VoC program and customer map fuel a company’s customer experience program, while the employees are the engine — they take this data and act on it. You can prove an increase in revenue through customer retention and sales optimization. .

Customer Experience 134

Customer Experience Journey mapping Metrics Customer centricity 134

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

Totango

MARCH 12, 2021

Moreover, the modern customer journey is fluid, with customers often engaging in multiple stages of the process simultaneously rather than following a single sequence. Renewal: your customer renews their subscription or license and becomes a repeat buyer. Cross-sell and upsell purchases. Customer lifetime value.

Journey mapping 67

Journey mapping Upselling Metrics Customer retention 67

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

CustomerSuccessBox

AUGUST 22, 2019

Expansion revenue consists of upgrades, upsells and cross sells. Once you have negative churn, even if you don’t bring in any new customers, the company will be able to sustain itself. . Total MRR Expansion Revenue= Revenue from ( Upgrades + Upsells + Cross sells). Pricing is a major way to engineer negative churn.

Upselling 56

Upselling SaaS Engineering Metrics 56

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

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

ChurnZero

JANUARY 26, 2021

Customer success continues to evolve as a practice within companies that enjoy recurring revenue models. The range of responsibilities of Customer Success Managers (CSM) in the industry is dizzying. From technical support to renewals and upselling, this role might be one of the most confusing and misunderstood jobs in all of tech. .

Management 98

Management Chief Customer Officer Upselling SaaS 98

CustomerSuccessBox

JUNE 24, 2022

This blog will walk you through some genuine reasons why you should not miss out on investing in Customer Success. Covering some solid customer success strategies that can help elevate the customer retention process of your SaaS business thereby reducing churn and increasing the recurring revenue. Upselling the right way.

Upselling 52

Upselling SaaS Customer advocacy Metrics 52

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. As Hungarian-American businessman and engineer Andrew S. It feels like snatching defeat from the jaws of victory.

Abandon rate 52

Abandon rate Contact center software Interactive Voice Response Contact Center 52

Totango

AUGUST 11, 2022

Digital interactions that inform SaaS client relationships span the range of the customer journey , from pre-purchase marketing engagements to onboarding to subscription renewals, upsells and brand advocacy. Examples include: Search engine queries and ads. Customer satisfaction and feedback surveys. Upsell purchases.

SaaS 113

SaaS Journey mapping B2B Upselling 113

ClearAction

NOVEMBER 5, 2017

Different visions for customer experience at different locations of your company presents a variety of problems. And sometimes customer-facing staff has a distinct customer experience vision that is at odds with their upstream value chain (engineering, IT, finance, production, marketing, supplier management, etc.).

Customer Experience 69

Customer Experience Customer centricity Morale Finance 69

ChurnZero

MARCH 31, 2023

Renewals and retention are key in trying economic times Most Customer Success professionals the Customer Success Collective spoke with for a trend round-up expect their companies to put greater emphasis on customer renewals and customer retention.

Benchmark 98

Benchmark B2B Accountability Consulting 98

CSM Magazine

MAY 26, 2022

With so many support, engineering, and business insights locked away in siloes throughout most SaaS companies, it’s no wonder teams defer creating a meaningful customer health monitoring strategy. Upsell/cross-sell potential. Excellent customer support can drive upselling and cross-selling revenue.

Engineering 52

Engineering SaaS Upselling Metrics 52

Outsource Consultants

APRIL 9, 2025

Advanced analytics tools can identify patterns in customer behavior, which allows for proactive problem-solving and personalized service offerings. A case study showed that AI-driven insights enabled upsell revenue to climb 44% in one trial period. This enables Philippine call centers to offer highly personalized services.

Call Center 67

Call Center outsourcing Chatbots Analytics 67

ChurnZero

NOVEMBER 4, 2022

The biggest upset the industry has seen as of late is investors prioritizing and scrutinizing customer retention rates. Eighteen of the top 20 SaaS companies publicly report their retention rates now as part of their K1 filings,” says Chris. As CS people, it’s in our DNA to deliver value to customers.

SaaS 98

SaaS Customer centricity Finance Best practices 98

ProProfs Blog

JANUARY 7, 2022

Google identified a need no other search engine was meeting and by 2017, 11 million AdSense users were paying Google $95 billion a year. Another way to calculate CSAT is the percentage of happy respondents i.e., customers with scores 4 and 5 on a scale of 1-5. Customer Retention Rate. How to Calculate CSAT Score.

Marketing 78

Marketing Surveys Customer retention Metrics 78

Hodusoft

SEPTEMBER 4, 2024

Our e-commerce call center software is specially engineered for e-commerce companies. It’s not surprising to note that when advertising costs go up, so does the cost of customer acquisition. This not only improves the customer experience but also encourages repeat business.

call center solutions 52

call center solutions Call Center Sales call center software 52

CustomerSuccessBox

NOVEMBER 23, 2021

CustomerSuccessBox is an AI-powered customer success software to Onboard, Retain, Upsell & drive MRR Growth for B2B SaaS. This helps you get a complete and comprehensive picture of your customer’s life cycle. Custify integrates with the apps your company already uses – with no need for engineering support.

SaaS 52

SaaS Upselling B2B Accountability 52

CustomerSuccessBox

DECEMBER 13, 2021

Traditional Customer Success Software works on a traditional rule-based engine to generate early warning signs. Customer Success AI is all about leveraging big data, Artificial intelligence(AI), and machine learning(ML) to give unprecedented powers to every Customer Success Manager (CSMs) and team.

Journey mapping 52

Journey mapping Customer advocacy Upselling Big data 52

Amity

MARCH 24, 2017

If you’re in business today with a recurring revenue model, of the biggest questions you must ask is “where are the gaps in my revenue engine?” ” You may also be seeing an all-too-common trend: customer churn and/or a slowing trajectory of revenue growth.

Accountability 56

Accountability Engineering Metrics Upselling 56

CustomerSuccessBox

JULY 29, 2020

According to James this is the first time Customer Success (CS) has come into the spotlight and hence it a perfect opportunity for the CS community to shine and make an impact. Due to the pandemic, smart companies are focussing on customer retention and revenue retention as customer acquisition is hard now.

Upselling 52

Upselling Metrics SaaS APIs 52

CustomerSuccessBox

NOVEMBER 2, 2021

There are various factors that sales to customer success handoff can affect. Customer Retention. Retaining a customer is a major job of a Customer Success department. The process of retention starts from the beginning. Nail this step and the customer will be asking for retention themselves.

Sales 52

Sales Upselling Engineering Customer retention 52

Nicereply

FEBRUARY 2, 2024

Create a Customer Success Strategy The first thing you need to do is create a customer success strategy for your business. Define what success means for your customers and create a strategy to help them succeed. Everyone, from sales to engineering, must integrate customer success into everything they do.

Education 59

Education Accountability Customer retention Journey mapping 59

CustomerSuccessBox

NOVEMBER 23, 2021

The more the customer buys a product or service, the more they will be rewarded. You can be more original by inviting your most loyal customers to private parties or to test a product in preview. Customer retention through loyalty programs is a win-win initiative. Upsell rate. Loyalty rate.

Brand ambassadors 52

Brand ambassadors Upselling Construction Surveys 52

Education Services Group

MARCH 4, 2021

Now, nearly half of CS teams have advanced to own account expansion opportunities like renewals and upsell. 84% own customer adoption, and 76% of CS teams have taken on retention – all while businesses are looking for ways to streamline their spend. But that’s only the beginning.

Consulting 52

Consulting Consulting Journey mapping outsourcing 52

JivoChat

JUNE 15, 2021

Pricing | Install on your Shopify store : The platform is free to install, with migration costs based on the total number of orders, products, customers, and blog posts. With Shopify’s upsell and cross-selling apps , you don’t need a live customer service rep to boost your sales. Used for: Post-purchase upsells.

Upselling 52

Upselling Analytics Sales Marketing 52

Amity

MAY 10, 2017

The dashboard also has warning lights for your engine, your tires, etc. With those guidelines in mind, here are some KPIs I’ve found useful in my previous roles: Gross and Net Customer Retention: These are two different ways of looking at your customer churn. Think of it as the dashboard on your car.

Metrics 54

Metrics Upselling SaaS Accountability 54

Talkdesk

AUGUST 28, 2017

This equips agents with the ability to empathize with customers and make meaningful connections. Thus ensuring that customers have real, productive and thoughtful conversations with agents. Most importantly, it lays the groundwork for future upsells that truly meet the client’s needs. #6. It’s not too late.

Contact Center 51

Contact Center Contact center software Upselling Engineering 51

CustomerSuccessBox

JULY 19, 2022

Engineering: If the product needs to be configured with the client’s internal systems, it should be done quickly and efficiently by experts. IT: If the customer needs to be set up in your systems and given login information, this should be done with caution. Best Practices to include in your Customer Success Framework.

Upselling 52

Upselling SaaS Best practices B2B 52

Nicereply

MARCH 8, 2023

Customer success is more comprehensive and has multiple goals: Foster customer loyalty. Cross-sell or upsell to existing customers. Increase customer retention. Create customers with higher lifetime value. Skills Customer service requires a broad range of skills. Create brand advocates.

Customer Service 52

Customer Service Journey mapping B2C Metrics 52

CustomerSuccessBox

FEBRUARY 20, 2022

So well you know the customer health scores but what was your objective to get that? Was upselling the reason your outcome was based on? If yes, then gauge the customers with customer health scores above 100 to approach and start increasing the revenue. What are your actions to theirs? It ends there!

SaaS 52

SaaS B2B Accountability Upselling 52

Squelch

JULY 23, 2019

In a subscription business, companies must also provide a good customer experience and proactively retain customers at least long enough to recover the cost of acquiring them. To do that, you have to add continuous value to your customers; otherwise they won’t continue to pay for their subscription.

SaaS 53

SaaS Customer centricity Chief Customer Officer Sales 53