Totango

DECEMBER 7, 2023

In Part 1 of our “Harmonizing the Hustle between sales and customer success” podcast series with the Customer Success Collective, Chris Dishman , SVP of Global Customer Success at Totango, drilled into the unique ability CS has in aligning cross-functional partners—sales, product, and marketing—to the opportunities that can drive customer value.

Sales 90

Sales NPS Customer Journey Customer Success 90

ShepHyken

AUGUST 30, 2019

The first thing you want to do is go after the low-hanging fruit opportunities to increase your customer lifetime value. How Huge Growth Can Be Achieved with Customer Segmentation. This week we feature an article by Lukas Sitar who writes about growing and sustaining customer lifetime value for the entire customer cycle.

Blog 107

Blog Loyalty Programs Loyalty Lifetime Customer 107

Totango

JANUARY 3, 2024

Our customers achieved impressive outcomes in 2023 and leveraged critical Totango functionality to prevent churn, increase revenue growth, and boost team productivity—downloading 1,737 SuccessBLOCs, delivering 40 million emails, and creating 110,184 workflows. These behaviors will guide our strategy as we continue to evolve and innovate.

2024 112

2024 2023 Customer Success Innovation 112

Totango

NOVEMBER 10, 2023

Broker strong C-suite partners (especially with the CFO) Here’s the reality: growth is hard; acquisition is expensive; retention is a cross-functional effort. In today’s constantly changing environment, B2B companies will drive the majority of their growth from retention and expansion. How’s that for a few spicy thought starters?

Customer Success 98

Customer Success Customer Journey Mapping 2023 Customer Journey 98

Totango

OCTOBER 18, 2023

Totango accelerates revenue retention and customer growth Last month at Totango Live! , That’s why many CEOs and executive boards are turning to customer success teams to be the drivers for business growth. This demand is just one reason why we put SuccessBLOCs at the heart of our software.

2023 102

2023 Customer Journey Mapping Customer Journey Customer Success 102

Feedbackly

AUGUST 17, 2023

It’s a metric that seems to hit all the right notes and help businesses accelerate their growth. EVI® is a resourceful tool for identifying emotional triggers that lead customers toward their reactions and buying behaviors. Using EVI®, you can identify areas that lack performance and efficiency.

Touchpoint 98

Touchpoint NPS Metrics Omnichannel 98

Totango

APRIL 6, 2023

Our latest platform enhancements and solutions help you scale without needing to add headcount, and make CS a company-wide initiative that drives predictable revenue growth. To survive this tough “do more with less” climate, companies are turning to their customer success (CS) teams to ramp up their customer retention and expansion efforts.

Innovation 86

Innovation 2023 Customer Success Sales 86

ShepHyken

JULY 1, 2016

This week on our Friends on Friday guest blog post my colleague, Brooke Cade writes about how important communicating with your employees and listening to their insight is for improving company culture. Give employees the opportunity to take ownership of their jobs. This process is in constant motion with ebbs and flows of information.

Culture 86

Culture Blog Workshop Communication 86

Totango

JULY 5, 2022

As a customer success leader, it’s important to ensure resources are focused on delivering value and creating exceptional customer experiences, while also keenly identifying any potential opportunities for revenue and expansion. Identify At-Risk Customers . Make the Most of Upsell Opportunities. Low usage rates.

Customer Success 98

Customer Success Net Promoter Score Events Customer Relationships 98

Totango

SEPTEMBER 22, 2023

we’re accelerating the motion to customer success-led growth by introducing two new partnerships and nine technology integrations into the Totango software and ecosystem. And, that growth comes from consistently and quickly delivering customer value. Announced during our flagship event, Totango Live!

Multi-Channel 114

Multi-Channel 2023 Customer Success Omnichannel 114

Retently

NOVEMBER 17, 2023

If the goal of your marketing efforts is to fuel long-term growth through real word of mouth, you must pay attention to your Net Promoter Score over the long term. If you’re preparing to start a growth-focused marketing campaign, one of your first steps should be to carry out an NPS survey.

Net Promoter Score 78

Net Promoter Score NPS Marketing Management 78

ShepHyken

OCTOBER 25, 2019

Be picky, find the best and then once you have them, give them a reason to achieve that potential you have identified. Make sure that you are displaying the opportunity to the right people. Make sure the environment is positive and encourages growth. It doesn’t matter if it’s a first-time caller or a long term client.

Call Center 76

Call Center Leadership Blog Contact Center 76

BirdEye

JULY 10, 2023

In this blog, you’ll learn how to leverage competitive intelligence effectively keeping you one step ahead in your market. When competitive intelligence strategies are executed effectively, they enable you to identify gaps, craft better strategies, and develop a comprehensive understanding of your competition.

Social Media 94

Social Media Competitive Advantage Financial Multi-Channel 94

Totango

DECEMBER 20, 2023

Totango is helping us maximize our annual recurring revenue by identifying and proactively mitigating churn risks. All the while galvanizing internal collaboration across accounts and facilitating upsell/cross-sell opportunity and execution to grow our book of business.

2024 109

2024 Customer Centricity User Experience 2023 109

Totango

JUNE 15, 2022

So, while marketing budgets may get slashed and hiring may get put on hold, what can’t wait is the urgency to protect growth from your existing customers. Ensure your team and other departments are all aligned on your data and any issues or opportunities to ensure a smooth internal flow of communication around your customers.

Customer Success 102

Customer Success Customer Relationships Communication Customer Retention 102

Retently

JULY 11, 2022

If your company is charging the clients on a monthly basis, signing up new customers and keeping them onboard has an incredible impact on your revenue, growth rate and profits. If you notice the number of Detractors is increasing, there’s a serious risk that your SaaS company could backpedal when it comes to monthly revenue growth.

NPS 158

NPS Net Promoter Score Customer Satisfaction Metrics 158

ChurnZero

MAY 4, 2023

There’s a closely held growth secret among large B2B professional services firms, like consultants, accountants and law firms, that Customer Success Managers (CSMs) might appreciate: The more relationships a client has across a firm, the lower that client’s flight risk.

Feedback 98

Feedback Customer Success Customers Metrics 98

ClientSuccess

FEBRUARY 14, 2023

In this blog post, we’ll discuss how empathy can help businesses bridge the gap between customer satisfaction and meaningful engagement, plus tips to incorporate it into your strategy. Identify how they feel, then use reflective statements or questions to show them that you understand. How do we develop empathy?

Customer Success 80

Customer Success Customer Journey Mapping Customer Confidence Blog 80

BirdEye

NOVEMBER 27, 2023

They’re opportunities. This blog isn’t about turning every customer into a lifelong friend. Foster a customer-centric culture within the organization In this blog, we discuss more about them in detail. Learning opportunities : Feedback from difficult situations guides business improvements. Stay calm 2.

Social Media 108

Social Media Customer Service Representative Customer Centricity Customer Satisfaction 108

Totango

NOVEMBER 8, 2023

Regardless of technical expertise, anyone can identify what’s working well and spend more time on their best ideas with Mixpanel. Product usage milestones can trigger any number of actions within Totango, giving the CS team the opportunity to drive the adoption of sticky features or prevent risk.

Customer Retention 92

Customer Retention Customer Success Events Customer Journey 92

ShepHyken

DECEMBER 16, 2016

This week on our Friends on Friday guest blog post my colleague, Jeff Dahms, writes about one of the most important parts of the customer relationship, authenticity. On the other side of that coin, you have everything to gain by going out of your way to make an authentic, personal connection to a customer when given the opportunity to do so.

Blog 80

Blog Customer Service Measurement Customer Satisfaction 80

BirdEye

MAY 30, 2023

With it, you identify your competitors and suss out their strengths and weaknesses. Benchmarking software, however, can give you a leg up by compiling a competitor’s online information from review sites , forums, blogs, and other channels. Table of contents What is competitive benchmarking? Actually, finding the data can be tricky.

Social Media 98

Social Media Metrics Advertising Measurement 98

Totango

JUNE 28, 2022

The primary mission of a Chief Marketing Officer (CMO) is to foster growth, attract new leads, and increase sales by effectively communicating the value the company’s products and services can provide. Maximize Your Return on Investments. During an economic downturn, your greatest investment should be in your current customer base.

Return on Investment 74

Return on Investment Competitive Advantage ROI Communication 74

BirdEye

SEPTEMBER 15, 2023

Sales is one of the most important functions in every organization – it defines your growth and business success. This blog post explores the top 12 ways businesses can leverage AI for their sales functions in 2023. Sales professionals need insight, reports, and innovative ways to reach potential customers.

Sales 109

Sales 2023 Demo Social Media 109

ChurnZero

APRIL 15, 2022

Like a magician flexing their psychic power, pinpointing the most ideal time to present your customer with an expansion opportunity can’t be left to intuition. On the heels of the company’s explosive growth, Chelsea stood up its first CS function and grew the team from one to 13 in just 18 months. It must be a well-orchestrated act.

ROI 98

ROI Presentation Metrics Sales 98

SurveySensum

JANUARY 25, 2024

Their kind words about how much they liked our services got me thinking – could their happiness translate into more opportunities for me? In this blog, I’ll share with you six simple tips on how to ask for a referral from a client. So, let’s dive into this adventure of turning happy clients into amazing opportunities!

Reference 52

Reference Insurance NPS Demo 52

BirdEye

MAY 1, 2023

In this blog post, we’ll teach you ways to request reviews, use them to attract more customers, and professionally handle any negative reviews. Also, analyzing feedback lets you identify trends and areas for improvement, ensuring you’re constantly adapting to your customer’s needs and expectations.

Social Media 97

Social Media Feedback Advertising Customers 97

Lumoa

MAY 5, 2022

A holistic understanding of customer experiences can help close the gap, strengthen the brand and open up new opportunities for profitable growth. It can open up new opportunities, additional sales and long-term customer relationships. Customer Experience (CX) is far more than traditional customer service and marketing.

Customer Experience 110

Customer Experience E Commerce Consulting E-support 110

Totango

JULY 15, 2022

Detecting and protecting at-risk customers is important even in the best of times, but it is especially critical during times of economic instability when your current customer base is your greatest (and perhaps only) source of dependable revenue growth. . The Detect Risk SuccessBLOC helps you to do this in a variety of ways, including: .

Financial 85

Financial Customer Base Leadership Events 85

Optimove

APRIL 2, 2024

Re-engage your churned customers with this guide Download Now Why it Matters: Euro 2024, June 14th to July 14th, 2024, in Germany, represents a major opportunity for brands to attract and retain new players. Understanding what makes new players tick and how to retain them will help operators drive growth.

2024 59

2024 2022 Insights Events 59

Lumoa

AUGUST 8, 2023

Just as a chef transforms raw ingredients into a gourmet meal, proper survey analysis can transform raw data into actionable insights that drive business growth. Knowing the demographic makeup of customers can help identify trends and correlations between certain demographics and customer satisfaction.

Feedback 83

Feedback Net Promoter Score NPS Customer Satisfaction 83

2020 Research

JANUARY 4, 2023

Businesses with high levels of customer engagement see the following benefits, according to Gallup: 66% higher sales growth. Identifying Growth Opportunities. When performing market research, respondents reveal previously unseen opportunities for growth. 10% increase in net profit.

Marketing 59

Marketing Customer Centricity Consulting Books 59

Totango

AUGUST 25, 2022

The larger the margin between CAC and CLTV, the more poised a SaaS business is for sustainable growth and profitability. Not only will they expand usage to premium features, but they might promote your product to other divisions in an organization – which can help you achieve enterprise customer growth.

Customer Engagement 97

Customer Engagement Engagement Net Promoter Score Metrics 97

Totango

JANUARY 19, 2022

In order to maintain and promote customer satisfaction and drive customer growth, there are several key skills that every CSM needs to master, including: . They need to be able to identify risks as well as possibilities early on and use strategic thinking skills to stay ahead of issues or take advantage of growth opportunities. .

Customer Success 103

Customer Success Management Social Media Article 103

Totango

MARCH 8, 2022

Providing CS training opportunities. Posting job opportunities. Giving CS companies promotional opportunities to position their brands as thought leaders, generate leads, and plug software products (within the limits of the community’s policies on promotions). Promoting CS thought leaders. Soliciting CS opinion polls.

2022 116

2022 Customer Success White Paper Social Media 116

SurveySensum

FEBRUARY 27, 2024

However, employee satisfaction isn’t just about creating happy employees – it encompasses a complex interplay of factors, including job fulfillment, work-life balance, opportunities for growth, recognition, and a supportive company culture. Where would you prefer to work? Undoubtedly, Office A holds the allure.

Metrics 52

Metrics Culture Demo Healthcare 52

SurveySensum

JANUARY 30, 2024

That got me thinking – what interview questions really help identify a great CX professional? This blog will not only provide CX interview questions that delve into the candidate’s understanding of CX but also help you select the ideal candidate for your company. Let’s get started!

Customer Experience 52

Customer Experience Customer Satisfaction Metrics Demo 52