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 74

Customer retention Upselling Enterprise Metrics 74

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 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

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

CustomerSuccessBox

APRIL 19, 2021

It’s unlike most SaaS B2B businesses not addressing customer retention. There is a treasure trove of data on how customers interact with your organization yet most organizations are unable to act on these data points. Drive Customer Retention With Three Kinds Of Early Warning System.

Customer retention 52

Customer retention SaaS B2B Upselling 52

Global Response

DECEMBER 21, 2022

Did you know that a survey of marketing leaders revealed that 81% believe their brands compete mostly or solely on the basis of customer experience? Customer experiences are paramount in the modern consumer experience—so brands that can meet—and exceed—customer expectations have a major leg up against their competitors.

Feedback 62

Feedback Metrics Personalization Customer Experience 62

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 87

Customer retention Journey mapping SaaS Benchmark 87

bold360 Blog

NOVEMBER 6, 2018

It’s at the point of conversion that most companies turn their focus to their next objective: landing another customer. You meet someone new — and you put your best foot forward. This is bad news, because acquiring a new customer costs, at a minimum, 5x more than the cost of retaining an existing one.

Upselling 209

Upselling B2C Customer retention Marketing 209

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

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

ClientSuccess

SEPTEMBER 26, 2019

Closely monitor customer health metrics on a regular basis. . Sam Fiel, Customer Success Manager at ClientSuccess, defines customer health as “the current state of customer satisfaction after a given engagement (i.e. emails, meetings, and phone calls). Are my customers happy or are they not?

Customer retention 49

Customer retention Metrics SaaS Upselling 49

SmartKarrot

DECEMBER 2, 2022

It is money earned after the original purchase and obtained through upselling, cross-selling , and renewals to your current clientele. Upselling is a sales strategy used to convince clients to buy a more costly, upgraded, or premium variant of the selected product/ service or other add-ons to close a larger deal. Cross-sell.

Upselling 21

Upselling Management SaaS Benchmark 21

Comm100

NOVEMBER 15, 2022

Telephone support simply can’t meet these expectations. For more information on why digital-first customer service strategies are growing, check out this blog.). To meet their customers’ needs, CCaaS providers are partnering with digital communication platforms to add digital omnichannel capabilities to their product offering.

Upselling 88

Upselling Chatbots Customer retention Analytics 88

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

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. Beswada explained that this practice is so important to Waystar that they began implementing quarterly meetings with their C-suite rooted entirely around retention.

Sales 96

Sales industry standards Benchmark Upselling 96

Lumoa

OCTOBER 20, 2022

And this requires looking at things from the customer’s perspective, understanding their needs and wants, and going above and beyond to meet them. This article will explore the key components of customer experience and how you can use them to scale your business. Happy Customers Means Higher Lifetime Value.

Customer Experience 114

Customer Experience Banking Customer retention Customer advocacy 114

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

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

Contact Center Pipeline

AUGUST 5, 2020

a Canadian training company that helps contact centers improve their sales and customer experience results. Area of Expertise: Training contact center agents to deliver great customer service and upsell effectively for improved customer retention and higher revenue. What is your […].

Upselling 32

Upselling Contact Center Customer retention Sales 32

Hodusoft

SEPTEMBER 4, 2024

It’s not surprising to note that when advertising costs go up, so does the cost of customer acquisition. Cross-selling and Upselling Can Be Better A study conducted by Forrester Research revealed that cross-selling and upselling account for 10-30 percent of revenues in the e-commerce industry.

call center solutions 52

call center solutions Call Center Sales call center software 52

Nicereply

OCTOBER 11, 2024

Your customers know exactly what they want from your business. If you don’t meet — and ideally exceed — their expectations, they may lose trust in your brand and look to your competitors for support instead. Satisfied customers are loyal. What is customer satisfaction? The good news?

Customer retention 52

Customer retention Surveys Feedback Education 52

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.

Employee engagement 105

Employee engagement outsourcing Upselling Customer retention 105

CSM Practice

MAY 13, 2020

We encourage you to explore the consolidated results of the survey to improve your understanding of business trends, to implement new customer retention strategies. The key findings arising from our survey results are as follows: Customer Engagement. Renewals and Upsell Deals. Sales and Customer Success.

SaaS 83

SaaS Surveys Upselling Customer retention 83

Global Response

MARCH 13, 2024

Challenge #1: Understanding customer needs and expectations One of the primary challenges businesses face is understanding customers’ evolving needs and expectations. As customer behavior and preferences change, businesses must adapt quickly to meet these expectations. A growing business is a sign of success.

outsourcing 62

outsourcing Best practices Feedback Customer retention 62

Totango

MAY 6, 2022

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. 50-74 = Take Notice : The customer meets some criteria for high satisfaction but does not rank equally high in all categories.

Best practices 120

Best practices Upselling Metrics Journey mapping 120

CSM Magazine

DECEMBER 6, 2023

Customer Success Training Importance Customer success training is the process of equipping employees with the necessary skills to provide high-quality customer service throughout the consumer’s interaction with the brand. It also ensures employees know how to engage with customers in a way that meets their needs and beyond.

Upselling 52

Upselling SaaS Advertising Coaching 52

ChurnZero

JULY 8, 2022

Oh, by the way, what’s your customer retention?” It was clear that, barring any wildly outlandish figures, customer retention wasn’t a dealbreaker in their decision to invest. Create customer cohorts based on value. Losing a high-value customer can have a significant impact on your NRR.

SaaS 98

SaaS Metrics Customer retention Upselling 98

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

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 89

SaaS Upselling Best practices Customer retention 89

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. That’s according to a landmark webinar we hosted last fall titled, “A Crash Course in Customer Success and SaaS Metrics” with Dave Kellogg and You Mon Tsang. Your net revenue retention for January is 111% ($30,000 ÷ $27,000).”

SaaS 94

SaaS Metrics Customer retention Construction 94

Totango

MAY 24, 2022

Analysis of customer data to qualify, score, and prioritize sales opportunities. Automatically scheduling sales meetings. Customer relationship management apps and customer success platforms serve different purposes. CRM apps are designed to manage customer data for sales purposes.

CRM 92

CRM SaaS Enterprise Sales 92

Totango

DECEMBER 3, 2020

CS professionals now attest that their bonus structures are tied to company performance, renewals, net retention, upsells, and account health. . They are becoming standard because companies are increasingly recognizing how CS technologies can reduce churn and generate revenue by improving the customer experience.

Upselling 64

Upselling Accountability Enterprise Metrics 64

Totango

OCTOBER 20, 2022

At other companies, CS managers may be assigned to follow up on sales during the customer onboarding phase. Customer success managers are critical at SaaS companies, where they help deliver results that promote subscription renewals and upsells. What Makes a Good Customer Success Manager? Problem-Solving.

Management 93

Management Upselling Coaching Best practices 93

CustomerSuccessBox

JULY 5, 2021

Customer Success remains a must-have strategy across all b2B SaaS companies. While it is no surprise that customer retention is key to survival in the Subscription economy and customer retention can only happen when a customer achieves success. Increased customer loyalty and customer retention. .

Customer advocacy 52

Customer advocacy Upselling Customer retention B2B 52

CustomerSuccessBox

MAY 28, 2021

Now that involves two main essential activities- Retaining Customers and Upsell to consumers. Subscription Economy is rewarding for those who Retain and Upsell to their customers. So when we look at the post-sales journey we see that 80-90% of the overall LTV revenue comes from the retention cycle that incorporates.

Technology 52

Technology SaaS Upselling Customer retention 52

Ansafone

AUGUST 22, 2022

Here are a few helpful services; Sales and Product Support : Live agents can help answer product questions, which generally leads to an increase in sales and upsells. When customers better understand a product, they are more likely to go for it. Technical Support : Agents can help customers navigate through technical issues.

Call Center 62

Call Center Contact Center Technical Support Upselling 62