TechSee

SEPTEMBER 26, 2024

This metric is a key driver of long-term growth and brand loyalty. Additionally, metrics like Average Handling Time (AHT), which measures the time spent resolving customer issues, improve dramatically when Agentic AI is integrated into customer service or CX workflows.

Average Handle Time 124

Average Handle Time Upselling Enterprise Technical Support 124

Totango

AUGUST 25, 2022

Six Customer Engagement SaaS Strategies That Work. For software service providers, customer engagement SaaS strategies play a central role in a successful business model. In this article, we’ll offer some tips for a winning customer engagement SaaS strategy. What Is SaaS Customer Engagement?

SaaS 103

SaaS Upselling Metrics Journey mapping 103

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 ? Churn rate is a major metric for SaaS companies to keep an eye on. Timing is essential.

Management 98

Management Upselling SaaS Education 98

ProProfs Blog

DECEMBER 21, 2020

Stable customer base results in higher referrals, improved upsell revenue and increased lifetime value (LTV) which further results in improved customer acquisition in future. That’s why it is important to formulate customer churn prevention strategies at the earliest. Strategies to reduce customer churn rate. Let’s dive in!

Surveys 148

Surveys Benchmark Feedback Sales 148

Totango

MAY 7, 2024

Strategy #1: Use a RACI matrix to assign ownership At Totango + Catalyst, we’ve found that using a responsibility assignment matrix (also known as the RACI matrix) has been a great way to get our CS and Sales teams on the same page. Strategy #2: Align on customer outcomes Both teams should be laser-focused on customer results.

Sales 103

Sales Upselling Metrics Accountability 103

Help Scout

JULY 20, 2021

This could look like a customer success team choosing to focus on churn and expansion metrics rather than product adoption scores and the stories they tell. One of the best signs of customer orientation is shifting your business strategy to address your customers’ current needs. Having standards also means that you can report on them.

Sales 145

Sales Feedback Metrics Surveys 145

Totango

FEBRUARY 28, 2020

Creating a strong customer engagement strategy makes sure every interaction delivers that value. At the same time, an effective engagement strategy incorporates much more than 1:1 touchpoints, and considers engagements such as 1:many opportunities, including communities, events, advocacy, and learning. Anticipating customer need .

Customer centricity 93

Customer centricity Metrics Upselling Enterprise 93

ChurnZero

JULY 8, 2022

Cut to 2022, and the idea that a SaaS company could secure venture funding without investors digging deep into retention metrics seems comical, if not reckless. Net revenue retention (NRR) is taking center stage as the qualifying metric for determining the health of a SaaS business. Net revenue retention defined.

SaaS 98

SaaS Metrics Customer retention Upselling 98

Integrity Solutions

MARCH 11, 2025

While you can’t always control what happens in the broader marketplace, there are many internal factors that influence overall sales performance, from sales strategy and processes to training and performance management. Both the skill and the will components can and should be addressed as part of any performance improvement strategy.

Sales 52

Sales Metrics CRM Coaching 52

Real Blue Sky

NOVEMBER 21, 2023

It’s a time when growth strategies of the past may no longer bring the same results, and the quest for sustainability can seem like an uphill battle. As we delve into five dynamic strategies for brand growth, we’ll explore how prioritizing customer retention can significantly boost profits.

Employee engagement 105

Employee engagement outsourcing Upselling Customer retention 105

Totango

FEBRUARY 12, 2025

Maintain predictable retention metrics while identifying cross-sell or upsell opportunities. It integrates various metrics and dimensions into a unified framework that reflects the intricacies of your enterprise clients. Navigate complex purchase decisions influenced by multiple stakeholders.

Enterprise 62

Enterprise Metrics Accountability Construction 62

ChurnZero

JANUARY 6, 2022

Though Customer Success was originally regarded as a post-sale cost center, you can flip its narrative with the right metrics, positioning, and forecasting strategy. In the section below, we outline three strategies that every Customer Success team can use to increase their perception as a profit center. But Customer Success?

Metrics 98

Metrics Journey mapping SaaS Sales 98

ChurnZero

MARCH 18, 2022

With so many SaaS metrics floating around, and even more opinions on when and how to use them, it can be hard to know if you’re measuring what really matters. Leading SaaS expert, Dave Kellogg, and ChurnZero CEO, You Mon Tsang, sat down to answer all the questions you want to know about SaaS metrics like ARR, NRR, GRR, LTV, and CAC (i.e.,

SaaS 98

SaaS Metrics Surveys Enterprise 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? Because customer health score is a complex metric, calculating it involves an advanced algorithm.

Customer retention 66

Customer retention Metrics Upselling Best practices 66

Totango

FEBRUARY 28, 2019

Your user adoption metrics create a silent, unending conversation between your enterprise and your customer. It follows then, that your adoption metrics should reflect this deeper goal and generate insight into customer engagement. This phase leads you into the renewal and upsell process. Renewal/Upsell.

Metrics 83

Metrics Upselling Accountability Enterprise 83

Integrity Solutions

NOVEMBER 29, 2022

Here are the sales training metrics you should be using to measure your success. Let’s take a closer look at how you can pinpoint the metrics that will be useful and tell an accurate story of your sales training ROI. How to Determine Sales Training Metrics.

Metrics 86

Metrics Sales Coaching Accountability 86

TMP Direct

JANUARY 5, 2025

Organizations must turn these insights into actionable strategies to enhance every customer interaction. This comprehensive view helps organizations develop targeted strategies to address customer challenges. Analytics help track key metrics like response times, resolution rates, and wait times to ensure efficient interactions.

Analytics 52

Analytics Customer Experience Chatbots Upselling 52

24-7 InTouch

JUNE 20, 2024

Upselling can boost revenue and enhance the shopping experience, making it a vital strategy for sustained success. By using our approach, the brand saw an increase in average order value and significant improvements in key performance metrics like voice of the customer (VOC) and average handling time (AHT).

Upselling 52

Upselling Average Handle Time Metrics Sales 52

Nicereply

JUNE 18, 2020

We’re hoping we can get your brain juices flowing to help you find your next strategy to improve even further. Customer retention strategies need buy-in from every part of the business, and approaching the problem from multiple angles will drive even greater returns! Track the right metrics. Repeat Purchase Metrics.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

Totango

FEBRUARY 9, 2024

Distinguishing between these two metrics can provide insight into the health and success of your company, so let’s take a deeper look into what each metric is, how to calculate them, and how to apply them. Learn how Totango can help you create a winning strategy to propel your business forward and claim victory. Calculate it!

Upselling 115

Upselling Metrics Enterprise Best practices 115

Totango

NOVEMBER 21, 2024

This foresight transforms customer success strategies from reactive to proactive, ensuring sustainable business growth. Real-World Impact Imagine a customer success team using Unison to analyze engagement metrics and identify dissatisfied customers early. With targeted interventions, they significantly reduce churn.

Chief Customer Officer 62

Chief Customer Officer Enterprise Upselling Sales 62

Lumoa

MARCH 20, 2018

upselling to the most loyal customers) Process changes (e.g. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. CM strategy in the company could be decided into 6 components defined by Bob Hayes for CustomerThink. So why should you care?

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

Lumoa

APRIL 4, 2023

A customer engagement strategy is vital to increasing customer loyalty and driving revenue. You must plan, think creatively, and understand your customers to build your strategy. You must plan, think creatively, and understand your customers to build your strategy. In This Article: What Is a Customer Engagement Strategy?

Upselling 78

Upselling Feedback Personalization Chatbots 78

ChurnZero

MARCH 7, 2025

3: Customer marketing: A community helps identify champions, supports upsell/cross-sell opportunities, and provides feedback for your product roadmap. 2: Align community metrics with organizational goals. Aligning community metrics with organizational goals is crucial for long-term executive buy-in and consistent community success.

SaaS 52

SaaS Gamification B2B Metrics 52

ShepHyken

MARCH 5, 2023

There are plenty of ideas, tips, strategies, and comments about customer service and experience for all types of businesses in any industry. Loyalty programs, incentives for larger orders, cross-sells, upsells, and more are included. The author breaks these metrics into four categories. Let me count the ways!

Customer Service 26

Customer Service Metrics Upselling Healthcare 26

ClientSuccess

FEBRUARY 8, 2023

There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics. If your company is B2B, this could be interpreted as average revenue per logo.

Metrics 75

Metrics Upselling B2B SaaS 75

ShepHyken

NOVEMBER 20, 2017

Get inspired by the potential for your business and gain insights on how to develop your own personalization strategy and program. Stats and facts prove that a personalized experience allows you to upsell, cross-sell and create customer loyalty. 2) What are your favorite metrics to measure the success of CX initiatives and why?

Customer Service 96

Customer Service Personalization Upselling Self service 96

CSM Practice

JUNE 6, 2020

The renewal rate metric also provides a quick overview of customer success team performance before in-depth analysis. Each metric compares the amount of the variable that was renewed against the maximum amount that could have been renewed. The post A Simple Guide to Renewal Rate Metric appeared first on CSM Practice.

Metrics 89

Metrics SaaS Accountability Upselling 89

CCNG

JULY 3, 2024

Based on the client’s CX strategy, contact centers can employ single channels (like voice based call centers) or multiple channels (phone, email, live chat, instant messaging, and social media) for omnichannel customer engagement.

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

Totango

FEBRUARY 6, 2020

Every touchpoint along the customer journey—from the initial sales event to support tickets, product usage metrics, and customer feedback —generates unique data. Remember, the journey is not linear; a customer might experience escalation during adoption or circle back to onboarding due to an upsell. How to Make it Work.

Enterprise 94

Enterprise Customer centricity Metrics Upselling 94

ChurnZero

JANUARY 20, 2021

Jonas Rasschaert, PieSync’s Customer Success Manager, pointed to three things that make PieSync’s Customer Success strategy thrive. Taking a “helicopter view” and occasionally a step back from the Customer Success strategy to see what can be improved. This is called upselling. We might ask again: is all revenue good revenue?

SaaS 98

SaaS Upselling B2B Metrics 98

TeleDirect

FEBRUARY 7, 2025

In this blog, we will explore the significance of active listening, strategies to enhance listening skills, and how it benefits call center agents and businesses. Strategies for Mastering Active Listening in Call Centers 1. Sales and Upselling Calls Identify customer needs through active listening. What is Active Listening?

Call Center 62

Call Center Customer Service Agent burnout First call resolution 62

Totango

JULY 1, 2022

In a B2B SaaS context, SaaS customer loyalty is expressed primarily through actions like subscription renewals, upsell purchases, referrals and product engagement. Other important loyalty metrics include subscription renewal rate , churn rate, upsell rate, and customer lifetime value.

B2B 114

B2B SaaS B2C Upselling 114

Callminer

SEPTEMBER 14, 2020

For instance, to improve key call center metrics such as first call resolution , business analysts may recommend implementing speech analytics solutions to improve agent performance management. That requires involvement in process design and improvement, workload planning and metric and KPI analysis. Carol Tompkins. accountsportal.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Totango

DECEMBER 29, 2021

This promotes customer satisfaction, benefiting your clients and bringing your business higher retention rates and upsell revenue. This strategy helps ensure that new product features are delivering the benefits customers want through experiences aligned with customer success goals. How to Build a Customer-Centric Roadmap: Three Steps.

Customer centricity 104

Customer centricity SaaS Upselling Metrics 104

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. Marketing Metrics, 2010) Increasing customer retention rates by 5% increases profits anywhere from 25% to 95%.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

ChurnZero

NOVEMBER 26, 2024

Key performance indicators (KPIs) / objectives and key results (OKRs) they will be evaluated on, such as adoption, retention, upsell or cross sell, customer success qualified leads. Monitor account health, identify upsell opportunities, and collaborate with cross-functional teams to deliver exceptional customer experiences.

SaaS 52

SaaS Upselling Enterprise industry standards 52