Totango

MARCH 5, 2021

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 89

Customer retention Upselling Enterprise Benchmark 89

ShepHyken

OCTOBER 2, 2023

Customer service should not be viewed solely as a cost center but as an opportunity to enhance customer experience, generate revenue, and improve customer retention. Now, investors are looking at retention and customer lifetime value, which all start with customer experience.”

Customer Support 223

Customer Support outsourcing Upselling Customer retention 223

Totango

FEBRUARY 9, 2022

Typically, a business will send one or more renewal reminders and offers to a customer whose subscription is about to expire. For top-tier, or Enterprise, customers this conversation usually begins 6 months prior to the renewal date. For mid-tier or mid-market, customers the process usually begins 3 months in advance.

Customer retention 97

Customer retention SaaS Best practices Upselling 97

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

MAY 25, 2018

This week we feature an article by Matt Nolan who shares five keys to building more compelling, sustainable customer relationships. Customer retention used to be considered just a “service problem.” Marketing has always been about pushing products, and service has been about solving problems, but that’s an outdated outlook.

Call Center 185

Call Center Customer retention Upselling Advertising 185

Totango

JULY 11, 2019

Instead of becoming a loyal customer who spends money and gives good word-of-mouth advertising, the one-time customer is there one moment and gone the next. In their wake, they leave an absence that your marketing and sales teams must spend time and money to fill. New customer acquisition costs a lot.

Customer retention 63

Customer retention Advertising Upselling Feedback 63

Totango

JULY 11, 2019

Instead of becoming a loyal customer who spends money and gives good word-of-mouth advertising, the one-time customer is there one moment and gone the next. In their wake, they leave an absence that your marketing and sales teams must spend time and money to fill. New customer acquisition costs a lot.

Customer retention 62

Customer retention Advertising Upselling Feedback 62

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

OctopusTech

JUNE 29, 2023

Most organizations generally use these different tactics such as outbound call center services for customer retention in the long run and to enhance the entire sales process. Their operators reach out to existing and potential customers and play an essential role in marketing, sales, customer service, lead generation, and more.

Customer retention 62

Customer retention Call Center Upselling outsourcing 62

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

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. Email marketing.

Customer retention 64

Customer retention Advertising Engineering Upselling 64

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

Influitive

OCTOBER 30, 2015

With the martech universe expanding rapidly , many marketers are beginning to fear that an overwhelming amount of technology and automation is causing them to lose touch with their customers—at a time when engagement is more important than ever. Focus on customer interaction. Become a valuable storyteller.

Marketing 79

Marketing B2B B2C Upselling 79

aircall

SEPTEMBER 11, 2017

Nothing scares away future revenue quite like a reputation for subpar customer service. 66% of B2B customers and 52% of B2C customers have stopped buying from a company following a bad service interaction. 4 in 10 customers will avoid vendors for two or more years following a bad service interaction. Marketing Metrics ).

Customer Support 115

Customer Support B2C Upselling B2B 115

Totango

MARCH 19, 2021

The traditional customer journey infographic envisioned the customer’s experience from a sales and marketing standpoint, visualizing a funnel marking the steps from a lead acquisition through a sale, also known as the buyer’s journey.

Best practices 125

Best practices Customer retention Upselling SaaS 125

ProProfs Blog

JANUARY 7, 2022

To steer yourself towards success, it is essential to measure its product-market fit. Meaning: Whether there is a market demand for your product or not. Products whose value proposition satisfies the needs of a market and its potential customers are likely to experience success. But how do you measure product-market fit

Marketing 78

Marketing Surveys Customer retention Metrics 78

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

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

ChurnZero

MARCH 22, 2019

We also had You Mon Tsang, CEO and Founder of ChurnZero share tried and true ways to improve customer retention. I will say that, I think the market is changing a lot, and we’re slowly moving away from an era where new sales dominated the conversation to one where CS will. 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

CustomerSuccessBox

MARCH 25, 2021

No matter what era we live in, customer retention is something that will never fade away. Let’s see the process of acquiring new customers. You’ve spent considerable time creating various marketing and sales funnels to convince your customer how your product can solve their problems. Upsell, Expand, and Grow.

Customer retention 52

Customer retention SaaS B2B 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.

Customer retention 97

Customer retention Metrics Upselling Chief Customer Officer 97

Kayako

MAY 16, 2018

My good friend runs a content marketing company. She decided that she also wanted to offer email marketing services, and so she built a landing page and set up LinkedIn Ad, hoping to gain some inbound leads. She sold the email marketing service to 80% of her current clients via phone. How does this apply to sales and marketing?

Customer retention 59

Customer retention Upselling Sales Feedback 59

ChurnZero

JUNE 23, 2023

In turn, the swing has rightfully put an increased focus on customer retention. That conjures the question: how do you know if your customer retention rate is good or not? Fortunately, SaaS Capital , which provides debt financing to growth companies, recently published its annual B2B SaaS retention study.

Benchmark 52

Benchmark Customer retention SaaS B2B 52

TLC Associates

JULY 24, 2019

Studies by Bain & Company show the effort to increase customer retention by 5% produces 25% additional profits through upsells, cross-sells, and customer referrals. It’s not a stretch to say your ability to retain customers reflects your ability to grow your bottom line. Calculating Customer Retention Rates.

Customer retention 49

Customer retention Benchmark Upselling outsourcing 49

Interactions

MARCH 13, 2019

Although traditionally they may seem unrelated, marketing and your customer care strategy actually have a lot in common– the biggest thing being your customers. customers, 65% find a positive experience with a brand to be more influential than great advertising. In fact, a recent study from PwC shows that among U.S.

Customer Care 63

Customer Care Marketing Average Handle Time Customer retention 63

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. What is a Customer Expansion Strategy ? Why is Customer Expansion Important for SaaS Businesses?

Management 98

Management Upselling SaaS Education 98

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

ClientSuccess

NOVEMBER 26, 2018

We’ll just come out and say it: customer marketing conversations and campaigns aren’t always the smoothest for customer success teams, nor do they tend to foster winning retention statistics. Customer marketing if done right can have a positive impact on retention.

Marketing 56

Marketing Upselling SaaS Customer retention 56

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. Now, back to crafting those perfect customer experiences—happy retaining! How to leverage AI for customer retention by identifying actionable trends.

Customer retention 52

Customer retention Management Accountability Analytics 52

Lumoa

OCTOBER 20, 2022

Customer experience is an important factor in determining customer loyalty. Companies that rank the highest in customer experience surveys also have the highest scores for customer retention. This is because happy customers are less likely to churn and more likely to continue doing business with you.

Customer Experience 114

Customer Experience Banking Customer retention Customer advocacy 114

ProProfs Blog

APRIL 17, 2020

Customers always have so many options in the market to choose their desired product or service. Just in case they aren’t satisfied, they can opt for any of your competitors in the market. In short, your success relies on the fact that your customers don’t leave you. 5: Customer Satisfaction Score. #6:

Metrics 142

Metrics Customer retention SaaS Surveys 142

ChurnZero

JULY 9, 2020

Does your marketing often drop the L-bomb? Entire marketing budgets are devoted to their infinite pursuit and persuasion. But if you’re like most companies, when it comes to attracting your customers, the only thing your marketing’s dropping is the ball. The Forgotten CSM: Customer Success Marketing.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

Comm100

NOVEMBER 15, 2022

To meet their customers’ needs, CCaaS providers are partnering with digital communication platforms to add digital omnichannel capabilities to their product offering. With Comm100, CCaaS providers are expanding their voice system with as many key digital channels as they want through simple integration and quick time to market.

Upselling 92

Upselling Chatbots Customer retention Analytics 92

CCNG

OCTOBER 19, 2022

(Gartner, 2018) According to customers, in 2022, only 3% of companies are customer-obsessed — putting customers at the center of their leadership, strategy, and operations — a decrease of 7 percentage points from the prior year. Forrester, 2022) 80% of CEOs believe they deliver superior customer experience.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

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. Customer Success Around the Web.

Journey mapping 98

Journey mapping Metrics Customer retention Upselling 98