aircall

DECEMBER 9, 2016

The crucial importance of customer retention. If you’re running an ebusiness, be it for a service or product, you should be focusing on the customer, rather than on your bottom line. Simply that there are other ways to achieve success than to put the emphasis on sales and customer acquisition, namely putting the customer first.

Customer centricity 81

Customer centricity Customer retention Upselling Customer effort 81

CustomerSuccessBox

JUNE 18, 2021

It’s all about exercising all parts of the body, every week without skips. Customer Churn. Why is Customer Retention Important for B2B SaaS Business? Onboarding your customers is just a first step in the whole process and retaining them is the next important thing. Retention, Renewal, and Upsell Strategies.

SaaS 52

SaaS B2B Customer retention Upselling 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. Except, this isn’t some six-week burst of energy.

Customer centricity 79

Customer centricity SaaS Marketing Enterprise 79

aircall

NOVEMBER 29, 2016

However, remaining blind to the faults of your customer service strategy can mean a real hit for customer satisfaction, customer retention, and thereby for your business’ success. This article will look at three major customer service mistakes common to many businesses, and explain how to avoid them.

Customer Service 88

Customer Service Customer retention Metrics First call resolution 88

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

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

Amity

MARCH 24, 2017

Most companies have revenue engines that run on delicately intertwined gears of new logos, retention and upsell/cross-sell. One major goal is to find common stages that every customer must follow along your customer lifecycle. How We Did this at Influitive. While timing might vary, these 6 steps don’t.

Accountability 56

Accountability Engineering Metrics Upselling 56

ChurnZero

JULY 9, 2020

As part of the program’s launch, we laid out the tangible benefits for applying, which include: Extra PR – Winning an award opens doors to new business and new contacts as well as solidifies the choice for existing customers. Uncover Opportunities With Upsell Campaigns. Fulfill Your Customers If You Want to Retain Them.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

Method:CRM

AUGUST 15, 2022

With this data, your team can create demand forecasts based on real customer insights to determine which products are the most likely to sell. These insights are also great inspirations for your upsell and promotion strategies. Improve customer support. In turn, this increases customer retention and decreases the churn rate.

Customer Experience 52

Customer Experience CRM Journey mapping Upselling 52

Education Services Group

JULY 5, 2022

There continues to be a battle in some organizations over who should own renewals or Customer Success. The concern I’ve often heard is whether or not someone can be a trusted advisor and expected to upsell the customer at the same time. Well, a CS driven and incentivized renewal process is shown to yield better results!

SaaS 52

SaaS Customer centricity Best practices Upselling 52

Global Response

DECEMBER 21, 2022

Once you understand the state of customer experiences and expectations generally, it’s time to dig into the data on your own market and audience. For this, doing audience research and creating customer personas can be a useful exercise to understand your audience better.

Feedback 62

Feedback Metrics Personalization Customer Experience 62

Balto

JANUARY 18, 2025

Its about creating a customer journey that feels personal, professional, and effortless. A well-run call center increases customer retention, drives upsells, and turns unhappy callers into raving fans. Onboarding That Actually Sticks Too many call centers treat onboarding like a checkbox exercise. Flip the script.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 17, 2025

Its about creating a customer journey that feels personal, professional, and effortless. A well-run call center increases customer retention, drives upsells, and turns unhappy callers into raving fans. Onboarding That Actually Sticks Too many call centers treat onboarding like a checkbox exercise. Flip the script.

Best practices 52

Best practices Call Center Metrics Management 52

SmartKarrot

APRIL 20, 2023

All this data can be used to enhance the customer experience and identify the areas of improvement. Make sure that you use call recording and analysis software in order to listen to and identify patterns in customer calls. This exercise is also very helpful in identifying the trends in customer behaviours and interests.

Chatbots 19

Chatbots Analytics Upselling Best practices 19

SmartKarrot

DECEMBER 22, 2020

Optimizing for value is when customers feel that the expected value is reached. This sets the stage for upsells or increased selling. 4 Ways to Increase Customer lifetime Value. Customer feedback is the pillar of customer success. Customer feedback will help improve, fix issues, and improve customer retention.

Metrics 10

Metrics Upselling SaaS Customer retention 10

SmartKarrot

MAY 6, 2020

Because of the companies realizing these losses, they started investing their time and money on building the customer retention strategies. This function was upgraded with new tools and methodologies whose sole job was to proactively approach customer retention.

SaaS 10

SaaS Customer retention Finance Upselling 10

SmartKarrot

OCTOBER 12, 2022

This should be made clear in pre-sale conversations with customers. Account managers do this by cross-selling or upselling more products to existing customers. Research consistently shows that keeping and selling current customers yields a higher return on investment (ROI) than finding new clients.

B2B 10

B2B Accountability Brand ambassadors Customer advocacy 10

SmartKarrot

MAY 26, 2020

Besides understanding your product, a CSM must also be able to interpret the voice of the customer. They must exercise their influence in the organization to give customer feedback to be implement changes in the product. They must be able to demonstrate their negotiation skills with the customer.

Management 10

Management SaaS Upselling Feedback 10

Education Services Group

OCTOBER 20, 2022

In practice, additional considerations should be factored into tiering exercises to effectively guide strategic decision making at your specific company, informed by market, product, economics, and your current and future go-to-market strategy. Note that this version was distilled down to support a 90-minute presentation. That’s a wrap.

Coaching 10

Coaching Upselling Feedback Customer centricity 10