BirdEye

AUGUST 24, 2023

Businesses have to work harder to make their marketing campaigns successful. See Pricing FREE DEMO Table of contents What is customer marketing? It’s harder for a business to stand out these days. Traditional marketing, such as content creation and social media, has become non-negotiable. Watch the Free Demo Now.

Marketing 98

Marketing Customer Retention Loyalty Social Media 98

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 . Driving Expansion .

Metrics 112

Metrics Customers Consumers Customer Base 112

TechSee

MARCH 21, 2024

boosting success rates while saving millions in call avoidance and dispatch costs. This post will explore what is included in this package, and why this solutions is seeing such phenomenal success. By popular demand, we are now offering this AI-automated guided flow as a packaged solution.

Contact Center 124

Contact Center Customer Satisfaction Demo Download 124

Team Support

JUNE 29, 2023

Understanding the relationship between customer expectations and customer satisfaction is crucial to business success. When they do, businesses can use that momentum to enhance customer satisfaction, build stronger customer relationships, and drive business success. What’s The Benefit Of Focusing On Customer Satisfaction?

Customer Expectations 97

Customer Expectations Customer Satisfaction Net Promoter Score Customers 97

Gainsight

JANUARY 26, 2022

In the era of Customer Success 2.0, the solid force of customer-centricity ensures that no department is isolated within your company, certainly not the Customer Success team. It’s so important that it is one of the New 10 Laws of Customer Success. . It’s so important that it is one of the New 10 Laws of Customer Success. .

Sales 111

Sales Customer Success ROI Customer Centricity 111

Totango

AUGUST 25, 2022

For software service providers, customer engagement SaaS strategies play a central role in a successful business model. First, we’ll examine what SaaS customer engagement is and how it incorporates the strategy of “land and expand.” What Is SaaS Customer Engagement?

Customer Engagement 97

Customer Engagement Engagement Net Promoter Score Metrics 97

TechSee

MARCH 21, 2024

boosting success rates while saving millions in call avoidance and dispatch costs. This post will explore what is included in this package, and why this solutions is seeing such phenomenal success. By popular demand, we are now offering this AI-automated guided flow as a packaged solution.

Contact Center 109

Contact Center Customer Satisfaction Demo Download 109

ShepHyken

JUNE 7, 2021

I have added my comment about each article and would like to hear what you think too. I love the formula: Customer-Centric Mindset + Happy Employees = Company Success. The article shares some of the benefits as well as five action steps for making a B2B loyalty program successful. Here are my top five picks from last week.

Article 135

Article 2021 Customer Service Loyalty Programs 135

Totango

AUGUST 16, 2022

Customer retention software has become essential for effective SaaS customer success strategies. Customer retention software automates best practices for maintaining clients, helping you deliver successful outcomes that inspire subscription renewals and repeat business. First, we’ll define what customer retention automation is.

Customer Retention 100

Customer Retention Customer Success Customer Relationship Management Loyalty 100

Gainsight

APRIL 21, 2022

Similarly, establishing customer success (CS) at the enterprise level can be quite an exhilarating journey, both challenging and rewarding. The question is, what do you do once you are “there”? Is it enough to simply arrive at customer success, or is there an opportunity to truly make an impact on growth?

Measurement 98

Measurement Metrics Customer Success Airlines 98

Lumoa

APRIL 4, 2023

First, let’s talk about what a customer engagement strategy is and how it benefits your company. In This Article: What Is a Customer Engagement Strategy? What Are the Benefits of Customer Engagement? Gather and Analyze Feedback Wrapping Up What Is a Customer Engagement Strategy? Personalization 2.

Customer Engagement 83

Customer Engagement Engagement Omnichannel Loyalty 83

Gainsight

MAY 16, 2024

Recognizing innovation and leadership in the customer success industry is one of our favorite parts of the entire event. Engagement was down, peer support was minimal, and the support tickets far exceeded what their team was capable of addressing on any given day. Without further ado, here are the 2024 GameChanger Award Winners!

2024 59

2024 NPS 2023 Customer Success 59

ShepHyken

AUGUST 24, 2021

Managing Customer Success. They discuss how to utilize customer information and behavior to help ensure customer success. – Customer success can be proactive. . – Customer success can be proactive. answers the following questions … and more: What is customer success? Preventing Customer Churn.

Customer Success 140

Customer Success Customer Retention Customer Service Information 140

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. To explore some of the most controversial topics in CS today and hear what those on either side of the debate have to say, we asked four industry experts to weigh in. 1: Is NPS a Customer Success metric?

Customer Success 98

Customer Success NPS Metrics Net Promoter Score 98

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. To explore some of the most controversial topics in CS today and hear what those on either side of the debate have to say, we asked four industry experts to weigh in. 1: Is NPS a Customer Success metric?

Customer Success 97

Customer Success NPS Metrics Net Promoter Score 97

Totango

JULY 1, 2022

This blog will look at why customer loyalty is vital for B2B SaaS businesses and how successful companies effectively cultivate it. First, we’ll discuss what customer loyalty is. What Is Customer Loyalty? What Is Customer Loyalty? Loyal customers are more inclined to make upsell and cross-sell purchases.

B2B 108

B2B Loyalty Net Promoter Score B2C 108

Totango

AUGUST 9, 2022

What Is B2B Customer Segmentation? This type of customization provides customers with better service while yielding better results for B2B teams working in marketing, sales, customer service, and customer success. This yields superior customer satisfaction, translating into higher revenue for your business.

B2B 100

B2B Customer Journey Mapping Social Media Net Promoter Score 100

Gainsight

JANUARY 11, 2024

Customer success is firmly entrenched in the SaaS business model. According to a 2020 study by TSIA, more than 90% of organizations had a dedicated customer success role in their company. Nick Mehta , CEO and Founder of Gainsight, recently said, “Every single software company has a customer success program now.

CEM 52

CEM Management Customer Success Customers 52

Totango

NOVEMBER 23, 2021

Whether you’re not using a customer success platform yet or you’re using an aging CS tool, there comes a time when you need to upgrade CS software. There are some common symptoms that your current system is no longer up to the task of managing your customer’s success needs. CRM tools are great at what they’re designed for.

Net Promoter Score 92

Net Promoter Score Return on Investment Sales Customer Journey 92

Totango

APRIL 4, 2024

“What’s your company’s most important business outcome in 2024?” If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? This is what businesses need to survive in today’s environment. Closing communication gaps.

Sales 89

Sales Customer Success Insights Webinar 89

ShepHyken

SEPTEMBER 24, 2021

Having a dedicated team of Customer Success managers is a much better strategy for companies who want to focus on keeping their existing customers happy while looking for opportunities for upsell. This allows the sales team to do what they do best while still bringing in several additional benefits to the overall sales process.

Sales 155

Sales Customer Experience Customer Success Article 155

Totango

FEBRUARY 13, 2024

What customers love about Totango Data-driven insights that improve customer strategies Brian O’Keeffe, Digital Engagement Manager at Egnyte, praises Totango’s ability to provide a wealth of customer information. Check out precisely why users love Totango and make it a core part of their operational strategy. We love your product!

2024 106

2024 Customer Journey NPS Customer Success 106

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. First, we’ll define what customer enablement is. What Is Customer Enablement In Business? Customer enablement is a customer success strategy that provides customers with the resources they need to achieve the desired results from using your product.

B2B 83

B2B Net Promoter Score Social Media Customer Success 83

ChurnZero

NOVEMBER 23, 2022

This is a guest article by Stephanie Neale , CEO, Blind Zebra , a sales and client success training company for B2B pros. What happens then is that the “holiday excuse” becomes the “new year excuse.” To avoid hounding your customers for renewals and upsells during the holiday season, try using Blind Zebra’s Q4 deal accelerator.

Sales 98

Sales B2B Definition Blog 98

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. We’ll cover these below, along with five best practices to follow when bringing a new customer success manager aboard your team. What Is a Customer Success Manager (CSM)?

Customer Success 91

Customer Success Management Social Media Sales 91

Playvox

OCTOBER 27, 2021

If your contact center isn’t currently focusing on cross-selling and upselling, you’re missing a great opportunity to strengthen customer relationships and increase revenue. Our original contact center research revealed that 28 percent of contact centers generate 11 to 20 percent of their revenue from cross-selling and upselling.

Contact Center 52

Contact Center Call Recording Sales Interaction 52

Team Support

AUGUST 25, 2022

Could the collapse of the Roman Empire ( the Western one ) have been prevented if the imperial bureaucracy was able to track their health and success via digital analytics? However when boiled down to a more realistic picture, an empire runs poorly without helpful insight into the success of its policies and the wellbeing of its people.

NPS 98

NPS Metrics Social Media Customer Relationships 98

CSM Practice

AUGUST 3, 2020

In whatever situation, the question “Who should own the renewals and upsells?” is considered to be a crucial topic among the Customer Success community. That said, many experts in this field are taking time to brainstorm to come up with a specific answer to the question, “is it sales or customer success’ responsibility?”.

Sales 98

Sales Customer Success Chief Customer Officer Definition 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. What is a Customer Expansion Strategy ? Why is Customer Expansion Important for SaaS Businesses? Clarity is key. Timing is essential.

Management 98

Management Customer Retention Customer Satisfaction Customer Success 98

Totango

SEPTEMBER 15, 2022

Customer Success Dashboard Metrics: Nine Top KPIs You Need to Monitor. A customer success dashboard provides a powerful tool for tracking key performance indicators (KPIs) and ensuring that your clients are experiencing satisfying outcomes. But the number of customer success metrics SaaS providers can track is extensive.

Metrics 93

Metrics Customer Success Net Promoter Score Measurement 93

CSM Magazine

MARCH 13, 2024

You’ve nailed down your target audience, you’ve crafted compelling marketing campaigns, and you’re seeing some success. But you know what’s even better than making a sale? That’s where customer success management (CSM) comes in. Turning that sale into a loyal, lifelong customer.

Customer Success 52

Customer Success Brands Management Social Media 52

Gainsight

MARCH 16, 2022

Customer health scores play a critical role in the success of any company. Adoption increases, upsell opportunities present themselves more consistently, and customers advocate on your behalf, even when you don’t ask them. What’s more, this model is often inputted manually by team members, making the scale subjective.

Measurement 98

Measurement Metrics Customer Success Customers 98

Totango

SEPTEMBER 13, 2022

Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes. A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. Then we’ll consider the benefits of using success playbooks. What Is a Customer Success Playbook?

Customer Success 87

Customer Success Customer Journey Customers Customer Retention 87

Totango

MAY 23, 2019

When your goal is to grow your customer’s business, upselling becomes a means, not an end. Your success depends on your customer’s success, so expansion becomes a necessity for both parties. Upsells are the result of the growth a customer has enjoyed because of your commitment to delivering lifetime value.

Customer Success 74

Customer Success Customer Centricity ROI Metrics 74

ShepHyken

SEPTEMBER 7, 2023

In fact, in a three-year study, companies that implemented a well-designed customer success program saw a 91% return on investment and more productive CX teams. What does a “well-designed customer success program” even look like? We’ll get into the specifics of customer success platforms later in this guide.

Customer Success 135

Customer Success Return on Investment Customer Centricity B2C 135

Totango

APRIL 5, 2022

First, we’ll cover what NPS software is and what features are important so that you know what to look for when selecting a solution. What Is NPS Software? Leverage satisfied customer responses for upselling conversions and referrals. What Are the Most Important NPS Software Features?

NPS 102

NPS 2022 Net Promoter Score Multi-Channel 102

Totango

JUNE 28, 2021

We’ll define what a freemium strategy is. What Is a Freemium Strategy? Creating opportunities for premium upsells. This creates the opportunity to deliver an appealing upsell offer inviting users to try your premium product. Here’s a closer look at the basics. Freemium Strategy vs. Free Trial Strategy.

Sales 90

Sales Technology Engagement Marketing 90