Totango

JULY 29, 2022

Did you know that 70% of revenue in a subscription-based business comes from existing customer renewals and upsells? In order to ensure renewals and maximize upsell opportunities, it’s important to consistently provide value throughout the entire customer journey. Customer Expansion at its Core .

Metrics 111

Metrics Customers Consumers Customer Base 111

Bold360

NOVEMBER 6, 2018

In a recent Forrester survey, B2C marketing decision makers indicated that 37% of their marketing program budget is spent on new customer acquisition, while in contrast, only 20% of their marketing budget is spent on driving retention of existing customers or upselling to them. The honeymoon phase is over. .

B2C 209

B2C Customer Retention ROI Customer Journey 209

ShepHyken

SEPTEMBER 20, 2019

Some customer support software solutions have these built in, while other options can include an internal Wiki, blog, or Slack channel. If a sales manager is looking to upsell the customer on a new feature, they’ll click on the company profile and know immediately that Friday probably isn’t a good day for a meeting.

B2B 108

B2B Blog B2C Sales 108

ShepHyken

JULY 6, 2018

The post Guest Blog: Using Sales Contests to Lift Customer Experience appeared first on Shep Hyken. Contests are time-limited challenges that bring sales associates into alignment with your organization’s goals. Here are just some of the things you may choose to focus on: NPS (Net Promoter Scores). Sales revenue. Promotions. Team vs. Team.

Sales 71

Sales Blog Net Promoter Score Customer Experience 71

ShepHyken

MAY 25, 2018

But when they’re in the market for a new product, next-best action guarantees you don’t miss a great chance to upsell just because the customer is interacting in a traditional service channel, like the call-center. The post Guest Blog: 5 Keys to Building Sustainable Customer Relationships appeared first on Shep Hyken.

Customer Relationships 74

Customer Relationships Blog Call Center Presentation 74

Comm100

DECEMBER 8, 2020

To get more information, they will need to click a lot of ‘more info’ buttons or read blog posts. As webinars are used for upselling, leads conversion , high ticket sales, or just increased customer education – the use of the chabot significantly simplifies the process of converting a cold visitor to a webinar participant.

Customer Satisfaction 53

Customer Satisfaction Blog Customer Service Representative Social Media 53

Totango

JULY 5, 2022

Make the Most of Upsell Opportunities. Upsells are the result of the growth a customer has enjoyed because of your commitment to delivering lifetime value. By utilizing a customer success software, you will be able to have deeper insight into your customers’ businesses and recognize when upsell opportunities present themselves.

Customer Success 97

Customer Success Net Promoter Score Events Customer Relationships 97

ShepHyken

AUGUST 10, 2018

This matter of specialization doesn’t just relate to products but also to product discounts, promotions, upselling, and cross-selling. Just like there is a wealth of products and services on the market, there are countless channels available to reach customers such as email, social media, blogs, webinars and more. Choosing Channels.

Blog 67

Blog Social Media Travel Banking 67

ClientSuccess

DECEMBER 19, 2022

In this blog, we’ll be exploring the five playbooks every CSM team should have in order to ensure success and consistency across the team. Upselling & Cross-Selling Playbook: CSMs are responsible for ensuring that customer relationships remain strong and can be leveraged for additional sales opportunities.

Webinar 72

Webinar Customer Success Blog Customer Journey 72

CSM Magazine

DECEMBER 13, 2023

Lack of Cross-Sell and Upsell Capabilities This gap involves using strategies that integrate sales opportunities into customer interactions. Here’s how you can bridge this gap: Provide comprehensive training for customer service representatives that focus on cross-selling and upselling.

Customer Service 52

Customer Service Call Center Customer Satisfaction Poor Customer Service 52

Totango

JUNE 28, 2021

Creating opportunities for premium upsells. This creates the opportunity to deliver an appealing upsell offer inviting users to try your premium product. You can automate tasks that promote onboarding and adoption, increasing user engagement and setting the stage for an upsell offer. Freemium Strategy vs. Free Trial Strategy.

Sales 89

Sales Technology Engagement Marketing 89

CustomerSuccessBox

JUNE 24, 2022

This blog focuses on the excellent customer success techniques that will help you improve your recurring revenue. This blog will walk you through some genuine reasons why you should not miss out on investing in Customer Success. Upselling the right way. Tracking SaaS upsell metrics can be a major boon to your business.

Customer Success 52

Customer Success Metrics Customer Retention Customers 52

Totango

DECEMBER 20, 2023

All the while galvanizing internal collaboration across accounts and facilitating upsell/cross-sell opportunity and execution to grow our book of business. The post Totango recognized as CS leader in G2 Winter 2024 reports appeared first on Best Customer Success Blog: Articles for Enterprise Growth.

2024 108

2024 Customer Centricity User Experience 2023 108

Comm100

NOVEMBER 15, 2022

For more information on why digital-first customer service strategies are growing, check out this blog.). As well as growing customer base, partnering with digital communication platforms also helps to increase upsell and overall deal size as sales can offer popular digital channels alongside the hero product. Increase deal size.

Omnichannel 80

Omnichannel Social Media Books Communication 80

Totango

AUGUST 25, 2022

It increases customer satisfaction and loyalty, driving higher subscription renewal rates, reduced churn, and more sales from upsells and referrals. Extend upsell offers or referral incentives to customers with high satisfaction ratings. For example, you can: Extend premium upgrade offers to freemium customers. Evolve Your Service.

Customer Engagement 96

Customer Engagement Engagement Net Promoter Score Metrics 96

Totango

NOVEMBER 23, 2021

This, in turn, makes it difficult to intervene with customers who are at risk of churn, as well as challenging to spot upsell opportunities. Your Upsells Are Going Down. Look for a CS platform that lets you spot emerging upsell opportunities as well as customers at risk of churn. Your Escalations Are Going Up.

Net Promoter Score 91

Net Promoter Score Return on Investment Sales Customer Journey 91

CustomerSuccessBox

NOVEMBER 17, 2021

We will be discussing all Net Revenue Retention in this blog. It is as follows: Your monthly recurring revenue of the month (a) Revenue through upsells and cross-sells (b) Revenue lost due to downgrades (c) Churned Revenue (d). Your upsell revenue for the month is $1000. What is Net Revenue Retention?

Metrics 52

Metrics Customer Success Customer Retention Blog 52

Comm100

MARCH 6, 2024

This blog will take you through the key live chat advantages and disadvantages that you need to know if you’re considering adopting this solution. It also provides an opportunity for upselling and cross-selling products or services. The advantages of live chat 1.

Customer Service Representative 90

Customer Service Representative Customer Service Communication Customer Service Strategies 90

Totango

NOVEMBER 10, 2021

Expansions & Upsells. As a result, expansions and upsells have become a key incentive in CS compensation plans. As a result, expansions and upsells have become a key incentive in CS compensation plans. How Totango Can Help. Ready to get started? Sign up for Totango for free today!

Net Promoter Score 84

Net Promoter Score NPS Sports Customer Success 84

Optimove

NOVEMBER 27, 2023

This not only adds value for the customer but also increases the chances of upselling or cross-selling. Upselling and Cross-Selling Boost the average order value by sending personalized product recommendations as follow-ups to customers after their purchases.

Marketing 69

Marketing Loyalty Customer Relationships Customer Retention 69

NICE inContact

APRIL 1, 2019

This service-oriented approach to the customer experience uniquely positions call center agents to become successful upsell representatives, ultimately contributing to helping their company achieve revenue goals and improve sales effectiveness. . Differentiate between upselling and cross selling. Invest in training your agents.

Call Center 77

Call Center Contact Center Sales Blog 77

Totango

AUGUST 16, 2022

Identifying customers in the market for upsell offers and referral invitations. Highly active customers and satisfied users may be open to renewing and purchasing upgrades or additional upsell products. Encouraging more significant product usage. Tracking and improving customer satisfaction before subscription renewal deadlines.

Customer Retention 98

Customer Retention Customer Success Customer Relationship Management Loyalty 98

Gainsight

JANUARY 4, 2021

We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Read a blog daily, set a weekly time slot on your calendar to watch a webinar, or listen to a podcast episode while doing chores. Retention, Renewal, and Upsell Strategies. Retention, Renewal, and Upsell Strategies.

2021 111

2021 Customer Success Webinar Multi-Channel 111

Totango

NOVEMBER 10, 2021

Expansions & Upsells. As a result, expansions and upsells have become a key incentive in CS compensation plans. As a result, expansions and upsells have become a key incentive in CS compensation plans. How Totango Can Help. Ready to get started? Sign up for Totango for free today!

Net Promoter Score 74

Net Promoter Score NPS Sports Customer Success 74

Totango

APRIL 5, 2022

For example, Totango’s SuccessPlay feature allows you to create automated workflows to follow up on NPS surveys, such as sending an upsell offer or referral invitation to customers who respond with a 9 or 10. Leverage satisfied customer responses for upselling conversions and referrals. Why Do You Need NPS Software?

NPS 101

NPS 2022 Net Promoter Score Multi-Channel 101

Totango

AUGUST 9, 2022

Sales : Sales teams can use customer segmentation to group prospects and customers based on propensity to buy, potential transaction value and upsell opportunities. Success teams can also use segmentation to promote subscription renewal, spot upsell opportunities and analyze trends in customer product usage to better understand behavior.

B2B 99

B2B Customer Journey Mapping Social Media Net Promoter Score 99

ClientSuccess

FEBRUARY 22, 2023

The success of customer success is typically measured by metrics such as customer retention rate, upsell/cross-sell revenue, and customer satisfaction scores. This can involve training and education on effectively using the product or service, suggesting best practices, and providing guidance on optimizing the customer’s experience.

Customer Success 70

Customer Success Customer Satisfaction Customer Service Representative Webinar 70

Totango

APRIL 16, 2021

This lays the groundwork for subscription renewals and upsell opportunities. Or you can email a segment of your list by name to extend an upsell offer based on purchase and usage history data. Usage data may also highlight an upsell opportunity. Why Use Personalized Customer Engagement? Personalizing Product Usage Data.

Customer Engagement 69

Customer Engagement Engagement Communication Customer Success 69

Totango

SEPTEMBER 20, 2022

Offering customized upsells geared toward customer needs and product usage patterns. Higher retention creates more opportunities for upsells and referrals, increasing revenue. Likewise, better customer outcomes promote more sales from customer renewals, upsells, and referrals. The post What is Customer Enablement?

B2B 82

B2B Net Promoter Score Social Media Customer Success 82

Team Support

MARCH 3, 2021

In Part 1 of this blog series we introduced the new imperative for customer support and customer success—achieving success for your customers… and for your bottom line. The first way to do so is to ensure product adoption and use. Learn more at TeamSuccess.com.

Customer Success 98

Customer Success 2020 B2B 2019 98

Totango

DECEMBER 29, 2021

This promotes customer satisfaction, benefiting your clients and bringing your business higher retention rates and upsell revenue. In this blog, we’ll look at the keys to building a customer-centric roadmap. This promotes higher customer satisfaction, leading to more retention and upsell revenue for your business.

Roadmap 97

Roadmap Customer Centricity Metrics Customer Satisfaction 97

Russel Lolacher

SEPTEMBER 30, 2019

OR The Death of the UPsell Brand and the Birth of Doing More with L.E.S. ” “Trust is the ultimate UPsell.” ” I’ve been explaining “The UPsell” brand with these responses since 2009. .” ” “Trust is the ultimate UPsell.”

Brands 45

Brands Leadership 2009 Sales 45

ClientSuccess

SEPTEMBER 17, 2021

From renewals to upsells to expansion, the CSM is often the person who either opens up this conversation with a customer, announces to a customer that it is time to start having these sorts of discussions, or loops in a salesperson when the timing is right. Here are five telling signs your customer might be ready for an upsell discussion: 1.

Webinar 52

Webinar Leadership Sales Customers 52

Retently

JULY 11, 2022

They can cancel, costing lost revenue and negative publicity in the form of blog and forum posts, potentially hurting your MRR even more in the long term. Identify your upsells and downgrades. You can easily cross-sell and upsell them, thus increasing your MRR, so exploring these opportunities will prove beneficial.

NPS 158

NPS Net Promoter Score Customer Satisfaction Metrics 158

Totango

APRIL 4, 2024

I recently hosted a webinar with four leaders from our team to learn how they work together to bolster retention, expansion, and upsells as a truly unified CS and sales front. The post Customer Success + Sales = Revenue Retention: Insights from Totango Leaders appeared first on Best Customer Success Blog: Articles for Enterprise Growth.

Sales 89

Sales Customer Success Insights Webinar 89

Totango

MARCH 19, 2021

The post Customer Journey Infographic: Visualizing Your Customer’s Experience appeared first on Best Customer Success Blog | Trends & Articles for Enterprise Growth. Try it for free to see how Totango’s Spark Platform can help you promote better customer journeys and improve your customer’s experience.

Customer Journey 124

Customer Journey Customer Retention Sales Loyalty 124

Totango

AUGUST 23, 2022

Making upsell offers. Blog content. Upsell offers. The post B2B Customer Journey Touchpoints CS Teams Need To Plan For appeared first on Best Customer Success Blog: Articles for Enterprise Growth. Providing tutorial tips to answer customer questions and encourage greater product adoption. Delivering customer support.

Touchpoint 115

Touchpoint Customer Journey B2B Customer Journey Mapping 115