Totango

APRIL 9, 2019

Customer retention is the lifeblood of any savvy enterprise. It’s the only way to be successful in this customer-centered economy and ensure scalable long-term revenue. To retain customers, companies must make the customer experience better and ensure customers never stop seeing value from their product or service.

Customer retention 76

Customer retention Upselling Enterprise Metrics 76

Totango

MAY 14, 2021

Customer retention is the keystone in any customer success strategy. There are many different types of customer retention metrics that one can track. Which customer retention metrics have the biggest impact on your business? Customer Retention Rate. Revenue Churn Rate.

Customer retention 66

Customer retention Metrics Upselling Best practices 66

Totango

MAY 1, 2020

Customers are the building blocks of enterprise. Retaining existing customers is especially important during uncertain economic times, when fewer new customers may be signing on with your service. That’s why customer retention management software is a vital component of your retention strategy.

Customer retention 62

Customer retention Management Enterprise Upselling 62

Totango

JULY 11, 2019

Time and money that could have been saved—if you’d focused on customer retention. New customer acquisition costs a lot. To learn how much you’re spending, add up all of your sales and marketing expenses and divide that amount by the number of new customers won. Don’t pay it over and over to drum up one-time customers. .

Customer retention 63

Customer retention Advertising Upselling Feedback 63

Totango

JULY 11, 2019

Time and money that could have been saved—if you’d focused on customer retention. New customer acquisition costs a lot. To learn how much you’re spending, add up all of your sales and marketing expenses and divide that amount by the number of new customers won. Don’t pay it over and over to drum up one-time customers. .

Customer retention 63

Customer retention Advertising Upselling Feedback 63

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers.

Customer retention 90

Customer retention Journey mapping SaaS Benchmark 90

Totango

APRIL 30, 2021

Comparing the cost of customer retention versus customer acquisition underscores why retaining clients is so important. Here’s how to calculate both kinds of costs and why retention should form part of a profitable business strategy. Calculating the Cost of Customer Acquisition. Professional services and training.

Customer retention 64

Customer retention Advertising Engineering Upselling 64

Totango

MARCH 19, 2021

Today’s SaaS customer journey re-envisions the customer’s experience as a circular flywheel, emphasizing the continuity between pre-sales and post-sales experience and between the way successful customer retention sets the stage for brand advocacy and the recruitment of new prospects.

Best practices 126

Best practices Customer retention Upselling SaaS 126

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. He also sits on the board of Directors for CSPN. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

ChurnZero

NOVEMBER 26, 2024

Ensure the title reflects the primary function of the role within your organization, especially regarding customer interaction. For example, “Enterprise Customer Success Manager”. For instance, owning customer retention signifies direct responsibility for renewal rates.

SaaS 52

SaaS Upselling Enterprise industry standards 52

Totango

APRIL 5, 2022

The number of NPS software providers has proliferated as the importance of tracking Net Promoter Score (NPS) has been realized by a growing number of enterprises. The best NPS software lets you: Automatically track customer satisfaction. Accurately predict customer retention , brand growth and revenue.

Upselling 108

Upselling Surveys Analytics Customer retention 108

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

MAY 25, 2021

Have you ever heard any SaaS founder or VP -CS saying,” I‘m okay with losing a few customers every month?”. That’s because Customer Retention is critical. Customer retention is critical — particularly for B2B SaaS companies. Retaining a customer is way more profitable than acquiring new ones. .

Customer retention 52

Customer retention Metrics Upselling SaaS 52

Totango

MAY 6, 2022

What does a high or low customer health score indicate? 75-100 = Doing Well : The customer’s health indicators rank high, indicating satisfaction. You should consider pursuing value-adding engagements, such as offering upsells or inviting referrals. Flagging customers at risk of churn so you can intervene to promote retention.

Best practices 124

Best practices Upselling Journey mapping Metrics 124

Totango

FEBRUARY 9, 2024

Similarly, to be successful, an enterprise needs to be able to prevent churn and increase revenue growth. That’s why it is important to understand and track both gross retention and net retention. The post Gross Retention vs. Net Retention: What’s the Difference? Calculate it!

Upselling 115

Upselling Metrics Enterprise Best practices 115

Totango

OCTOBER 6, 2020

Fulfilling a proactive role, customer success focuses on problem prevention and creates value by enabling clients to achieve business goals. Customer support is reactive and acts as a resource for clients to use when they encounter specific technical issues and need help. .

Customer Support 112

Customer Support Customer advocacy Construction Enterprise 112

Totango

MAY 24, 2022

Customer relationship management apps and customer success platforms serve different purposes. CRM apps are designed to manage customer data for sales purposes. CS platforms are designed to deliver satisfying customer experiences to promote post-sales customer retention and pre-sales upgrades from freemium products.

CRM 96

CRM SaaS Enterprise Sales 96

Totango

AUGUST 12, 2020

To impress from the outset and show your customer your product’s potential, take note of the following onboarding best practices: Get the Whole Enterprise Involved. Train Your Customers. Keep Customers Engaged. Get the Whole Enterprise Involved. Is the customer too polite or uncertain to tell the whole truth?

SaaS 88

SaaS Upselling Enterprise Best practices 88

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

JULY 13, 2021

You can order dresses from eShakti, customized down to the neckline, sleeve and length, all with a few taps on a screen. Businesses need a new strategy for customer success growth. In order for your enterprise to survive this shift to a customer-centered market, it must become customer-centered, too.

Customer centricity 107

Customer centricity B2C Upselling Enterprise 107

Totango

MAY 7, 2024

If CS doesn’t have commercial conversations with healthy customers, they’re not setting Sales up to re-enter the conversation and potentially upsell. So, you need a revenue model that fosters long-term customer retention and high expansion rates. Use your words Talk to each other!

Sales 103

Sales Upselling Metrics Accountability 103

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

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

TeleDirect

MARCH 12, 2018

Real estate businesses are just like other enterprises in that they’re interested in firming up their bottom line – and that means eliminating unnecessary expenses. The best real estate call centers aren’t just about taking incoming calls – they also help with outbound messaging and smart customer contact methods.

Real estate 94

Real estate outsourcing Call Center Business Process Outsourcing 94

Totango

JULY 28, 2021

Assisting with customer onboarding. Coordinating resolution of customer support issues. Suggesting upsells. Customer success managers may handle different volumes of customers. This makes choosing the right representatives critical for promoting customer retention and minimizing churn.

Best practices 118

Best practices Management Brand ambassadors Upselling 118

Totango

FEBRUARY 4, 2020

What makes customer-centric growth so valuable for modern enterprises—and how can you create an effective strategy to promote it? What is Customer-Centric Growth? Customer-centric growth puts customers at the heart of your business strategy. 5 Best Practices for Customer-Centric Growth.

Customer centricity 71

Customer centricity Best practices Upselling Enterprise 71

Totango

FEBRUARY 28, 2020

By acting when customer behavior changes, you can prioritize your customer engagement strategy. For example, a customer that shows a steady addition of license seats over a relatively short time may be ready for an upsell or cross-sell. This makes customer retention critical. Nurturing Customer Growth.

Customer centricity 93

Customer centricity Metrics Upselling Enterprise 93

TeleDirect

APRIL 19, 2019

At the end of the day, which one is more important for your business or enterprise? You might be surprised to learn that many of our valued customers initially contact TeleDirect with only a vague idea of each type of client communication. Every enterprise has its own unique call center demands.

Business Process Outsourcing 84

Business Process Outsourcing call center association Call Center Enterprise 84

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. The post What is Customer Enablement?

B2B 88

B2B SaaS Education Brand ambassadors 88

ChurnZero

OCTOBER 8, 2021

Using Customer Success vectors to supplement KPI metrics . We have two customers, both are large enterprises signed up to use a given marketing SaaS product. Both customers have had good relations with the SaaS enterprise for years, and are comparable in size, geography, and stage. .

SaaS 98

SaaS Metrics B2B Enterprise 98

Totango

JANUARY 10, 2024

The goal is then to use these insights proactively to build cross-collaborative nurture strategies that will promote customer satisfaction, retention, and growth. Waystar has found that measuring against this baseline of performance throughout the entire customer journey has been beneficial not only to CS but to sales as well.

Sales 99

Sales industry standards Benchmark Upselling 99

Totango

AUGUST 18, 2022

This increases customer satisfaction, reduces the risk of refund requests and increases the likelihood of customers renewing their subscriptions rather than churning. It also promotes higher product usage, increases the likelihood of upselling purchases and encourages customers to become enthusiastic brand advocates.

Journey mapping 99

Journey mapping SaaS Upselling Enterprise 99

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

Totango

AUGUST 23, 2022

Providing tutorial tips to answer customer questions and encourage greater product adoption. Delivering customer support. Resolving customer escalations or problems. Administering customer satisfaction surveys. Reminding customers to renew subscriptions. Making upsell offers. Customer support events.

B2B 122

B2B Journey mapping SaaS Upselling 122

Totango

FEBRUARY 23, 2022

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. Here, we’ll show you how to create your path to customer success. First, we’ll define what a SaaS customer journey is, break it down into stages, and explain why mapping it out is important.

SaaS 117

SaaS Journey mapping Upselling Best practices 117

ChurnZero

JULY 22, 2021

The complexity of your product, your sales process, and your customer’s buying process will likely be the biggest determinants of expansion ownership. Are your expansion pathways (cross-sells and upsells) more transactional or complex in nature? Considerations: Company size (SMB, MM, Enterprise) and solution portfolio (depth/breadth).

Sales 98

Sales Upselling Enterprise SaaS 98

Totango

MARCH 29, 2022

Teams can use information from the Totango Integration with HubSpot like account, contact, contract value, renewal dates, and product usage data to create retention plans for 120, 90, 60 and 30 days out. Increase product adoption and identify opportunities for upsell. Grow customer advocacy and change detractors into promoters.

Customer advocacy 101

Customer advocacy Upselling Accountability Sales 101