Nicereply

OCTOBER 11, 2024

Customers will gladly hand you their hard-earned dollars if you continuously provide value and help them solve their problems. Let’s take a closer look at what customer satisfaction is and why it matters. We’ll also review how to measure customer satisfaction, along with some tips on how to improve it.

Customer retention 52

Customer retention Surveys Feedback Education 52

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

Nicereply

NOVEMBER 21, 2022

Discover great customer retention tools and empower customer satisfaction. Losing customers is something that every business fears. Considering that the SaaS industry is a competitive one, customer retention is crucial. What is Customer Retention? Why is Customer Retention Critical for SaaS?

Customer retention 98

Customer retention SaaS Upselling Analytics 98

CSM Practice

AUGUST 3, 2020

In whatever situation, the question “Who should own the renewals and upsells?” is considered to be a crucial topic among the Customer Success community. That said, many experts in this field are taking time to brainstorm to come up with a specific answer to the question, “is it sales or customer success’ responsibility?”.

Upselling 98

Upselling Sales Chief Customer Officer SaaS 98

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 refer our blog on how to calculate NPS.

SaaS 120

SaaS Customer retention Surveys Morale 120

Nicereply

JUNE 18, 2020

Customer retention is the act of keeping customers engaged, creating customer advocates, and reducing churn before it happens. Imagine you never acquired another customer. Your sales team went home, and all you had left was your current group of customers. That’s where customer retention comes in.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

Totango

FEBRUARY 9, 2022

The contract renewal stage of the customer lifecycle is a critical component of driving retention for SaaS products. Knowing how to use technology to optimize your contract renewal process can increase your retention rates and your revenue. Then, we’ll look at the pros and cons of contract renewal automation.

Customer retention 100

Customer retention SaaS Best practices Upselling 100

ChurnZero

MARCH 7, 2025

An active digital customer community is a competitive advantage for any B2B SaaS company. Well-managed communities are proven to increase customer retention, provide valuable product insights, expand brand awareness, and improve overall customer satisfaction. How to build and grow a digital customer community.

SaaS 52

SaaS Gamification B2B Metrics 52

Totango

FEBRUARY 7, 2019

Know your customer, personalize your communications, and proactively work toward a mutual journey of growth, and you’ll find your retention process becomes as reliable as a well-worn marriage. Customer retention is about the promise of continued growth. Understand your customer’s journey. Define Your Customer.

Best practices 82

Best practices SaaS Customer retention Upselling 82

ShepHyken

JANUARY 10, 2022

And even if that doesn’t describe your customers, know that their awareness for what customer service should or should not be is heightened from experiencing lower levels of service due to the pandemic, labor shortage, and higher costs. Customer Service Is the New Upsell by David Wagoner.

Customer Service 198

Customer Service Upselling Sales Customer retention 198

ChurnZero

AUGUST 11, 2020

Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? Customer retention, along with new customer acquisition, has been challenging for most companies when the pandemic hit. This is shocking. The second quarter of 2020 was chaotic.

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

Totango

APRIL 24, 2020

In customer retention, every engagement counts. Rather, customer retention for SaaS enterprises is a result of the customer experience. It is an outcome based on an emotional reaction and connection to the performance of a supplier and the value a customer experiences through using that enterprise’s product.

Best practices 83

Best practices Customer retention SaaS Enterprise 83

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 65

Customer retention B2B Enterprise Metrics 65

ChurnZero

NOVEMBER 26, 2024

A clear, detailed, and well-written customer success job description is essential to attract the right candidate while providing important information about the company, necessary qualifications and skills for the role , company culture, benefits and more. Drive customer satisfaction, loyalty, and renewal rates within this high-value segment.

SaaS 52

SaaS Upselling Enterprise industry standards 52

ProProfs Blog

APRIL 17, 2020

In short, your success relies on the fact that your customers don’t leave you. And if you successfully increase customer retention rates by 5%, then you can boost profits by 25% to 95%. That’s one of the reasons why y ou formulate strategies to retain your customers. The Essential Metrics for Measuring Customer Success.

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Metrics Customer retention SaaS Surveys 142

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.

Customer retention 64

Customer retention Advertising Engineering Upselling 64

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

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? Here are five of the most important ones and how to calculate them.

Customer retention 66

Customer retention Metrics Upselling Best practices 66

TeleDirect

MARCH 15, 2025

Conducting upselling and cross-selling campaigns to increase revenue. Qualifying prospects for sales teams to convert into customers. Customer Retention & Follow-Ups Checking in with past customers to enhance loyalty and retention. Best For Customer service, technical support, and help desk operations.

Call Center 62

Call Center Telemarketing Technical Support Healthcare 62

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

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. The Importance of Customer Retention.

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. Incorporate Customer Feedback.

Customer retention 90

Customer retention Journey mapping SaaS Benchmark 90

ChurnZero

MAY 3, 2019

If you want your business to be successful in the long run, it pays to give priority to customer retention. Landing a customer who will pay for life is like hitting the jackpot. After all, it takes five times more effort to land a new customer than to retain an old one. A lot of upselling and cross-selling opportunities!

Customer retention 75

Customer retention CRM Upselling Sales 75

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. The Importance of Customer Retention.

Customer retention 63

Customer retention Advertising Upselling Feedback 63

ClientSuccess

NOVEMBER 2, 2022

SaaS organizations are focusing more on maintaining and cultivating long-term customer relationships than ever before, and CSMs are at the forefront of these efforts. Here are some tips that can help your customer success team boost customer retention and reduce churn: 1. The post Ready to Boost Customer Retention?

Customer retention 70

Customer retention Upselling SaaS Accountability 70

ChurnZero

JULY 14, 2021

Three Ways to Grow Customer Lifetime Value. Create Expansion Opportunities – One way to generate more revenue from your customer base is to make sure there is a clear path for upsell and cross-sell opportunities for your existing customers.

Journey mapping 98

Journey mapping Metrics Customer retention Upselling 98

CSM Magazine

MARCH 24, 2022

As customers are taking more control of their own service requests through customer portals, retailers can use the opportunity to engage in sales opportunities. Even when customers are transitioned to a third-party servicer, retailers can use FSM to upsell and cross-sell to increase revenue.

Customer Experience 119

Customer Experience Self service Analytics Upselling 119

ChurnZero

AUGUST 15, 2024

One of the most effective ways to achieve this is to leverage AI for customer retention by using it to understand customer trends and mitigate churn risks. And yes, there will be some shameless plugs for UpdateAI—I’m not just the Head of Customer Success and Community; I’m also the biggest fan of our own product!

Customer retention 52

Customer retention Management Accountability Analytics 52

Totango

NOVEMBER 3, 2021

After diving deeper into what the Net Promoter Score question is and what it tells you, we’ll cover some tips on how to ask the NPS question the right way and how to follow up after conducting an NPS survey. In the process, we’ll look at how technology can help you optimize the results you get from using NPS surveys.

Best practices 103

Best practices Surveys Upselling Journey mapping 103

Kapta Customer Success

MAY 1, 2023

Customer success is essential to the long-term growth of your organization for many reasons. Helping customers achieve measurable results by using your product or service has been found to be the best predictor of customer retention.

Customer retention 52

Customer retention Upselling Accountability Management 52

Totango

NOVEMBER 3, 2021

After diving deeper into what the Net Promoter Score question is and what it tells you, we’ll cover some tips on how to ask the NPS question the right way and how to follow up after conducting an NPS survey. In the process, we’ll look at how technology can help you optimize the results you get from using NPS surveys.

Best practices 102

Best practices Surveys Upselling Journey mapping 102

Totango

NOVEMBER 3, 2021

After diving deeper into what the Net Promoter Score question is and what it tells you, we’ll cover some tips on how to ask the NPS question the right way and how to follow up after conducting an NPS survey. In the process, we’ll look at how technology can help you optimize the results you get from using NPS surveys.

Best practices 100

Best practices Surveys Upselling Journey mapping 100

Kapta Customer Success

JANUARY 8, 2024

As businesses strive to do more with less, customer retention and expansion is the way to go. This allows you to spend less on costly new customer acquisitions while protecting the 20% of your existing customer base that generates up to 80% of your revenue. Looking to hit your business growth goals this year?

Upselling 59

Upselling Accountability Management Customer retention 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. You should view this webinar on-demand to learn: How your company ranks in terms of net and gross churn compared to companies with similar ACV’s and ARR. How to measure the impact of churn on your company.

Customer retention 61

Customer retention Upselling SaaS Customer centricity 61

Hodusoft

JULY 24, 2024

Effective Strategies for Enhancing Customer Retention in Call Centers “When the customer comes first, the customer will last.” In a time of growing competition and dwindling customer loyalty, businesses need to focus on customer retention more than ever before. How to Analyze Current Retention Rates?

Customer retention 52

Customer retention Call Center call center software Interactive Voice Response 52

Totango

AUGUST 11, 2022

Learn How to Build Client Relationships Digitally: 14 Proven Tactics. Knowing how to build client relationships digitally is critical for SaaS businesses. Most interactions with your SaaS customers are digital, making handling these opportunities decisive for customer satisfaction, loyalty, repeat business and referrals.

SaaS 113

SaaS Journey mapping B2B Upselling 113

Global Response

AUGUST 7, 2023

There’s no business out there who doesn’t want to improve their customer retention and CLV. The secret weapon to improving customer retention and CLV? First, customer retention rates are always measured based on a specific timeframe, typically monthly, quarterly or annually. Your call center.

Customer retention 62

Customer retention Call Center Upselling Personalization 62