ShepHyken

AUGUST 24, 2021

It happens when a company uses the information that they have to proactively reach out to customers who are having a problem or are not utilizing features of the product that are most helpful to them. – Customer service is not a department. – Delivering proactive customer service is profitable. It is a philosophy.

SaaS 360

SaaS Upselling Customer retention Feedback 360

ShepHyken

JULY 26, 2021

Nice customer service, but don’t miss the opportunity to turn that thank you into the next opportunity. More than just saying, “Thank you,” you can share more product information, get the customer to subscribe to your blog, upsell and cross-sell, ask for reviews, and more. Fast Company) As we move closer to recovery in the U.S.,

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Customer Service Customer retention Contact Center Upselling 270

ProProfs Blog

APRIL 12, 2019

A loyal customer base is the cornerstone for any successful business. More so for Software-as-a-Service (SaaS) companies since acquiring new customers on a B2B level is much more difficult. This makes customer retention a necessity for SaaS-based companies. You can even upsell them to a new package! .

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SaaS Customer retention Surveys Morale 120

ChurnZero

SEPTEMBER 16, 2021

9 Customer Retention Strategies for SaaS. Higher retention rates can mean higher customer loyalty for your business, something that’s crucial for success, especially for SaaS. If you want to throw more fire behind your customer retention strategies , keep reading for some tips and tricks to keep them going strong.

Customer retention 52

Customer retention SaaS Education Feedback 52

Totango

MAY 1, 2020

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. What Are the Benefits of Customer Retention Management Software?

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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. .

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Customer retention Advertising Upselling Feedback 63

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 64

Customer retention B2B Enterprise Metrics 64

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 61

Customer retention Advertising Upselling Feedback 61

Lumoa

AUGUST 8, 2023

By understanding the key insights hidden within your survey data, you can address specific customer concerns, tailor your products and services to meet their needs and stay ahead of the competition. Unlocking the power of VoC feedback is vital to the success of any business. This feedback helps inform how they operate going forward.

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Surveys Feedback Banking Best practices 78

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. Incorporate customer feedback.

Customer retention 87

Customer retention Journey mapping SaaS Benchmark 87

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

OCTOBER 30, 2024

With seemingly never-ending growth capital, organizational leaders focused almost exclusively on getting new customers—retention, upsell, and expansion would be handled by Customer Success. All of these tactics are about the company versus the customer. 5 actions to become a leader in customer-led growth 1.

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Upselling Sales Accountability SaaS 62

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.

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Customer retention Sales Enterprise Upselling 59

ChurnZero

MARCH 22, 2019

We also had You Mon Tsang, CEO and Founder of ChurnZero share tried and true ways to improve customer retention. But then over time with Customer Marketing and Customer Success, people love to use Slack and then all of a sudden, it’s expanding. So, the initial sale is very small, and all the sale is upsell.

Customer retention 61

Customer retention Upselling SaaS Customer centricity 61

ShepHyken

JANUARY 10, 2022

The author of this article, Joseph Michelli, also wrote the book that explains the “secrets” behind the way Mercedes-Benz delights its customers. He’s done the research, and if take the time to read this article (and his book), you’ll find ways to delight your customers, as well. Customer Service Is the New Upsell by David Wagoner.

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Customer Service Upselling Sales Customer retention 198

Totango

APRIL 5, 2022

For example, Totango’s SuccessPlay feature allows you to create automated workflows to follow up on NPS surveys, such as sending an upsell offer or referral invitation to customers who respond with a 9 or 10. The best NPS software lets you: Automatically track customer satisfaction. Why Do You Need NPS Software?

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Upselling Surveys Analytics Customer retention 105

Lumoa

APRIL 4, 2023

5 Components of an Effective Customer Engagement Strategy 1. Customer Service and Support 5. Gather and Analyze Feedback Wrapping Up What Is a Customer Engagement Strategy? A customer engagement strategy outlines how a business creates relationships with customers and increases loyalty. Personalization 2.

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Upselling Feedback Personalization Chatbots 78

ChurnZero

DECEMBER 17, 2021

Customer acquisition and customer retention are cornerstones of building and maintaining revenue, but customer expansion — and a robust customer expansion strategy — can also be pillars of success. Resulting higher revenues are just that: a byproduct of increased customer satisfaction. Timing is Everything.

Management 98

Management Upselling SaaS Education 98

Kayako

MAY 16, 2018

Here are 7 ways that you can use phone calls and live chat to give your customers more immediate gratification and increase your company’s revenue. Calls and live chat increase customer retention and upsell opportunities. Improving customer retention by 5% can increase profits by 95%, according to Bain & Company.

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Customer retention Upselling Sales Feedback 59

ClientSuccess

SEPTEMBER 26, 2019

Instead of going head-first into an upsell conversation or trying to ‘sell’ additional services to customers before you even know if they need them or not, try easing into the conversation. . One tactic is offering customers the opportunity to beta test a new service or product. Toolkit: Churn Management Toolkit. .

Customer retention 49

Customer retention Metrics SaaS Upselling 49

Vistio

SEPTEMBER 16, 2024

Your agents are the frontline of customer interaction, and how well they handle inquiries, solve problems, and create a positive experience directly impacts your company’s reputation, sales, and customer retention. Improved customer retention: Customers who have positive experiences are less likely to switch to competitors.

Contact Center 52

Contact Center Customer retention Upselling Coaching 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.

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B2B SaaS Education Brand ambassadors 85

Global Response

JULY 3, 2023

But customer relationships are essential to your business. Good customer relationships can: increase customer retention and decrease churn grow Customer Lifetime Value improve customer loyalty increase average purchase value and frequency improve NPS scores and word-of-mouth referrals reduce CAC and more!

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Call Center outsourcing Customer centricity Upselling 62

Nicereply

OCTOBER 11, 2024

Customer satisfaction matters because it drives customer retention, fosters brand loyalty, and generates positive word-of-mouth. Customer retention When customers are happy with your products or services, they’re more likely to continue using them. Look for recurring comments or trends in the feedback.

Customer retention 52

Customer retention Surveys Feedback Education 52

Hodusoft

AUGUST 8, 2024

In outbound call centers, agents initiate contact (through calls or messages) with customers or prospects for sales, marketing, surveys, or feedback purposes. 2 Purpose The purpose of inbound call centers is to resolve customer issues, provide support, and handle service requests. They initiate customer interactions.

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Call Center call center software Abandon Call Upselling 52

ChurnZero

JULY 2, 2021

SaaS companies must be cognizant of and weigh the implications brought about by a sole focus on these metrics when assessing the performance of and building strategies for Customer Success. In this article, you’ll learn: Differences between Net Revenue Retention, Gross Revenue Retention, and Customer Retention with definitions and examples.

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Customer retention Metrics Upselling Chief Customer Officer 97

delighted

JUNE 21, 2024

Ensured data accuracy With ecommerce integrations, there’s no longer a need for manual data entry; you can sync customer data – like purchase information or feedback – across multiple applications without lifting a finger. Another benefit of integrating customer data across various sales channels (e.g.

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CRM Surveys Feedback Upselling 77

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.

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Upselling SaaS Customer advocacy Metrics 52

Global Response

FEBRUARY 26, 2024

Quality customer service matters; just look at the numbers: 83% of customers are more loyal to businesses that respond to and resolve their complaints. And by increasing customer retention by a mere 5%, companies raise their profits between 25% and 95%. What do your customers think about your company?

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Call Center Customer Service outsourcing CRM 62

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.

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Employee engagement outsourcing Upselling Customer retention 105

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

Babelforce

JUNE 17, 2021

Do customers really expect outbound call center services? 6 Kinds of outbound service you could offer today Customer onboarding Proactive customer service Virtual queuing Customer feedback Customer retention automation Access-for-all services Your free guide to contact center automation.

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Call Center Customer retention Contact Center voip 97

ChurnZero

DECEMBER 17, 2021

Customer acquisition and customer retention are cornerstones of building and maintaining revenue , but customer expansion — and a robust customer expansion strategy — can also be pillars of success. They enable businesses to provide more value to their existing customers and bring in additional revenue as a result.

Management 52

Management Upselling SaaS Customer retention 52

CSM Magazine

AUGUST 31, 2023

It is important to show the customer that you understand their preferences and priorities. This will help build a relationship and could lead to opportunities for targeted or tailored upsells. Use customer feedback: Use customer feedback to improve the customer experience and tailor your approach to better meet their needs.

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Call Center Customer Experience Upselling Scripts 52

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.

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SaaS Upselling Best practices Customer retention 89