Totango

MAY 23, 2019

It’s also worth noting that up to 70% of revenue in a subscription business comes from existing customer renewals and upsells. Customer success upsells are critical to your own success. Let’s look at how you can generate customer success upsell opportunities and encourage continued expansion.

Customer Success 74

Customer Success Customer Centricity ROI Metrics 74

Totango

JANUARY 22, 2018

Customer Success Summit brings together the best and brightest minds in Customer Success. Our world-class speaker lineup for 2018 Customer Success Summit will share the impressive business results that customer success best practices should deliver. VP, Global Head Digital Customer Engagement.

2018 48

2018 Customer Success 2011 Lifetime Customer 48

Gainsight

APRIL 9, 2019

In-app engagements is a highly effective way to increase user retention and engagement. In fact, products that use in-app engagements see a 3x boost in engagement and a 4x increase in conversions. An in-app engagement can take many forms such as a guide, survey, or notification. Engagement Type: Product Update.

Engagement 72

Engagement NPS Lifetime Customer Feedback 72

SmartKarrot

JANUARY 5, 2021

The evolving field of Customer Success owes its origin and rapid rise to a passionate community of pioneers, proponents, and practitioners. Here’s our Top 50 Customer Success Influencers list celebrating those frontiersmen and women pushing the boundaries and making Customer Success the force that it is today.

Customer Success 21

Customer Success 2021 Chief Customer Officer Leadership 21

Totango

SEPTEMBER 19, 2019

You need customer data to track progress toward goals, deliver on promises, and continually upgrade your product. Doing so will help you raise satisfaction rates and cultivate lifetime customers. Customer-centric uses of data help ensure every employee knows their role and what information to gather. Engage Proactively.

Customer Centricity 59

Customer Centricity Lifetime Customer Customers Events 59

Totango

FEBRUARY 7, 2019

With a focus on lifetime customer success rather than on quick revenue raising, you can turn your renewal process into a celebration of an ongoing partnership. It’s a customer-centered approach that reflects the broader economy we currently operate under, one where the customer expects individualized treatment.

Customer Retention 81

Customer Retention Lifetime Customer Customers Engagement 81

Totango

OCTOBER 22, 2020

In fact, employing certain techniques can actually turn these issues into opportunities to deepen the client/company relationship and increase lifetime customer value. . With these approaches, you can evolve from dreading escalations to seeing them as a way to grow closer to your customer base. . Get started for free today.

Management 64

Management Net Promoter Score Effort Score Customer Success 64

Totango

FEBRUARY 26, 2019

By understanding everything your product can do, knowing how to use it, and seeing results, customers gain the full value of your product. And when your product makes customers successful, your customers will be loyal—making your business an even greater success. 2: Get the Whole Success Team Onboard.

Social Media 78

Social Media Lifetime Customer Measurement Customers 78

Totango

JULY 30, 2019

The way you feel as you travel versus when you arrive at your destination is a great metaphor for the distinction between customer experience vs. customer success. Customer experience refers to the feelings, emotions, and perceptions customers have when using your product. Experience vs. Value.

Customer Success 77

Customer Success Customer Experience Lifetime Customer Customers 77

Totango

OCTOBER 8, 2019

Proactive customer success means focusing on what is going to happen next. It is about making things better, taking things further, and using your understanding of your customers to prepare them for the next phase of their business growth. You need to nurture your customers so that both of you enjoy a recurring yield.

Customer Success 60

Customer Success Lifetime Customer Metrics Touchpoint 60

SurveySensum

JULY 14, 2020

Chad Horenfeldt – Director of Customer Success at Kustomer. With over 15 years of experience in customer success, Chad Horenfeldt has a proven reputation as a driven, creative, outcome-focused leader specialized in building and developing Customer Success teams. LinkedIn: [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

SmartKarrot

AUGUST 17, 2020

The benefits of this model extend to both the customer and the business. Customer benefits. It is a big decision to purchase a product for a lifetime. Customer won’t truly know how useful the product is until they start using it. consequently, leads to more renewals and a lower customer churn rate.

Customer Retention 19

Customer Retention Lifetime Customer ROI Reference 19

Totango

APRIL 23, 2019

The rate at which your customers extend their relationship with you determines how fast and how far your enterprise can grow. As such, being able to accurately calculate your renewal rate gives you insight into your customer success team’s performance. How to Improve Your Customer Renewal Rate.

Lifetime Customer 70

Lifetime Customer Customer Success Customers Measurement 70

Totango

AUGUST 8, 2019

For example, monitoring metrics known to have a direct impact on customer business success—think license utilization, feature adoption, and more—helps you implement proactive customer engagements. Whatever the scenario, customer success depends on optimizing the customer journey and nurturing them every step of the way.

Customer Centricity 91

Customer Centricity Customer Relationships Metrics Lifetime Customer 91

SmartKarrot

JUNE 10, 2020

Customer success process is a framework that helps you to make sure that your customers understand your products easily, and improves your capacity to respond to issues, questions and feedbacks much quicker. Customer Success Process . Identify Customers’ Preferences . Create a Customer Success Team.

Customer Success 10

Customer Success Metrics Social Media Lifetime Customer 10

Wootric

MAY 12, 2020

Your colleagues in the SaaS world tell you that it’s the best way to take your customers’ pulse. It’s true that Net Promoter Score is a great way to engage with your customers and solicit tons of feedback. But it’s also true that there are quite a few nuances that result in a successful survey program.

Net Promoter Score 98

Net Promoter Score NPS Feedback Measurement 98

Kustomer

JANUARY 14, 2021

Tips for Relating With The Customer. Having years of experience and quite a diverse background in customer engagement, Ed Porter has developed a deep understanding of his customers. It’s being able to look at the data within your transactions that are happening between your frontline and your customers.

Multi-Channel 81

Multi-Channel Contact Center Customers Sales 81

SmartKarrot

JULY 26, 2021

Customer inputs/feedback should be taken seriously to improve CX. Keep your brand’s message simple and engaging. As businesses become more customer-centric , companies are focusing more on forming and training their internal resources to become CX specialists. Helps understand customer behaviors better.

Customer Experience 11

Customer Experience Customer Journey Mapping Net Promoter Score Customer Experience Management 11

SmartKarrot

OCTOBER 1, 2021

With the help of these liquid expectations, customers have very little patience to tolerate bad customer experiences. 51% of customers won’t engage with your brand again after having a single negative customer experience. Invest in customer journey mapping. They are even willing to move to your competitors.

Customer Centricity 11

Customer Centricity Customer Experience Customer Journey Mapping Net Promoter Score 11