Salesforce

APRIL 25, 2024

But what is good customer service, anyway? This can lead to business growth — even when you’re not at your best. What’s more, 75% of customers forgave a company’s mistakes after receiving excellent customer service. What you’ll learn: What is good customer service?

Service 52

Service Customers E-commerce CRM 52

Martech

FEBRUARY 21, 2024

Defining the retention stage To start, let’s more clearly define what we mean by retention. The data you need at this stage Let’s look at the data that is most helpful at this stage in the customer journey and what these types of data enable marketers to do and measure. What about data privacy?

Growth 94

Growth Cross-sell Promote Price 94

Salesforce

NOVEMBER 16, 2023

And it’s only possible when your data is comprehensive, meaningful, and easy to understand. Let’s take a few minutes to review the principles of great customer service operations — and what you can do right now to take your organization to the next level. It’s a delicate balancing act.

Service 72

Service Customers Cross-sell Contact 72

SaaStr

MARCH 17, 2021

One simple way to think about it: whatever your churn rate is, find an equal percent of your customers as At Risk. If 15% of your revenue churns each year, find the other 15% that’s at risk. Once you’ve systematically found them — what’s actionable here? Show them what’s coming.

Promote 98

Promote Clients Up-sell Customers 98

SaaStr

MAY 11, 2021

Compare Freemium churn rates of 2-3% a month, to Enterprise SaaS net churn (including upsell / upgrades) that is often less than zero … man it sounds like those Enterprise customers don’t go anywhere. For two key reasons: First, if your customers aren’t happy — They’re Prisoners. You know what happens?

B2C 106

B2C Promote Gaming Customers 106

Salesforce

OCTOBER 19, 2023

When it comes to great customer service, your contact center plays an important role. Contact center automation can help you deliver personalized, efficient, and complete service — all while reducing costs for your business. What is contact center automation? What are the benefits of contact center automation?

Contact 104

Contact Customers Appointment Service 104

Martech

MARCH 12, 2024

You’re likely familiar with the Pareto Principle, the old 80/20 rule and how it applies to marketing — 80% of your profit comes from 20% of your customers. The metric that illuminates your best customers is customer lifetime value. But do you know who your next best customers are? Your TAM has a subset of your ICP.

Customers 95

Customers Drivers/motivators Construction Legal 95

Heinz Marketing

MAY 16, 2022

how to utilize NPS to energize your organization. If you’re watching us live on either channel, we’re glad you’re here in the middle of your workday. I will see that and we’ll either ask it for you or bring your comment or question into the show and make this a little more interactive.

Pipeline 97

Pipeline Referrals X-functional Cross-sell 97

Gong.io

AUGUST 3, 2022

So, how exactly do you measure if a customer is “successful” (and what does that even mean?). In this article, you’ll learn how to define customer success, and discover the most important KPIs for measuring retention and growth (and other customer success goals) as well as the value buyers receive from your product.

Customers 87

Customers Cross-sell Contract Price 87

SaaStr

NOVEMBER 27, 2021

Is your CS team growing as fast as your sales team? If not, are you sure your have this right? If this is your first SaaS company, you may not have ever hired or built a Customer Success team. So let’s talk more about this uber-critical position, what it is, when to hire for it, and what to expect and measure.

Customers 98

Customers Clients Promote Growth 98

Heinz Marketing

APRIL 19, 2024

But what we sometimes forget is getting them in the door is only the beginning. When teams utilize tools like marketing automation platforms, they can better understand what personalized knowledge and educational resources each customer needs. The true magic lies in keeping those customers.

B2B 59

B2B Customers Education Entertainment 59

Highspot

OCTOBER 30, 2023

What Is Sales Performance? Sales Performance vs. Sales Metrics Why Analyze Your Sales Performance? Tips for Measuring Sales Performance Types of Sales Performance Metrics Challenges in Measuring Sales Performance Improve Sales Team Performance With Highspot’s Powerful Platform What Is Sales Performance?

Objectives and Key Results 59

Objectives and Key Results Quota Sales Promote 59

Salesforce

JANUARY 2, 2024

What is new, though, is how accessible AI is. Which brings us to today’s big question: How can your business get started on an AI journey, and in a way that reduces costs, increases value for your customers, protects your data, and doesn’t leave your people behind? Meet your team Where will AI add value?

Government 115

Government Trust Technology Technology 115

ConversionXL

FEBRUARY 3, 2022

In this article, you’ll learn what growth hacking in marketing is and what it’s not. What is growth hacking? But, as Sean Ellis notes, it isn’t about manipulating customers—it’s about helping them: “Sustainable growth is about understanding the value people get from your product and helping people realize this value.

Growth 113

Growth Referrals Minimum Viable Product Drivers/motivators 113

Veloxy

FEBRUARY 1, 2024

This guide unveils essential metrics such as lead response time, conversion rate, and quota attainment to help you understand where your team excels and where there’s room to grow. We’ll explore how these metrics can sharpen your sales strategy and improve efficiency. We will examine each of these metrics more closely.

Product 130

Product Quota Objectives and Key Results CRM 130

Heinz Marketing

SEPTEMBER 29, 2022

At the top stage of the funnel, you have prospects who are aware of your brand. As a marketer, you will most likely switch your focus from the newly converted prospects (at the purchase stage) to acquiring and converting new prospects that are still further up in the funnel. What is a Bow Tie Funnel?

Profit margin 122

Profit margin Cross-sell Drivers/motivators Referrals 122

Salesforce

NOVEMBER 20, 2023

As a service manager, imagine spending 10 minutes in the morning reviewing your most important key performance indicators (KPIs) — and in that short time quickly seeing which types of cases have the highest handle times. These interactions create mountains of customer data – information your business can use to drive growth.

Service 59

Service Customers Contact Promote 59

SaaStr

NOVEMBER 27, 2021

Is your CS team growing as fast as your sales team? If not, are you sure your have this right? If this is your first SaaS company, you may not have ever hired or built a Customer Success team. So let’s talk more about this uber-critical position, what it is, when to hire for it, and what to expect and measure.

Customers 81

Customers Clients Promote Growth 81

Salesforce

JULY 18, 2022

While these challenges may affect your contact center revenue, the real impact is on customer experience. Poor experiences chip away at customer loyalty, decreasing Customer Satisfaction (CSAT) and Net Promoter Scores (NPS). We’ve outlined actionable steps to help turn your contact center into a revenue generator.

Contact 98

Contact E-commerce Cross-sell Manufacturing 98

ConversionXL

SEPTEMBER 1, 2020

What do Amazon’s Jeff Bezos and Costco’s Jim Sinegal from Costco have in common? If you want to be a leader in customer loyalty and grow your business for the long term, Customer Value Optimization is key. How does “Customer Value Optimization” change your approach? Change the way your company defines “success.”.

Customers 132

Customers Referrals Campaign A/B testing 132

Smarter With Gartner

JUNE 25, 2021

The answer — your Net Promoter Score — is a simple but proven measure of customer loyalty. Introduced in 2003 by Bain and Company, Net Promoter Score (NPS) ranks on a scale from 0 to 10. This makes it difficult to identify what actions customer service should take to improve performance.”.

Service 58

Service Customers Promote Price 58

Salesforce

JANUARY 19, 2023

This instability, paired with changing customer expectations from banks, means you must focus more on personalizing your customer service engagements and offering more proactive advice. Doing so can help bridge a growing customer expectation gap, while helping your bank run more efficiently.

Customers 97

Customers Technology Technology Service 97

SaaStr

JUNE 13, 2021

There may come a time, or two, in your company when you just don’t know what to do. There is nothing better you can do not just to learn, but to challenge your thinking, than talking to customers directly, one-on-one. Worst case, customers help you in your process of force ranking the Fairly Important things.

Finance 126

Finance Promote Customers Closing 126

Spiro Technologies

NOVEMBER 10, 2022

But if that’s your go-to, then your career in sales is likely to be short-lived. ” Review sites, net promoter scores, and the bullhorn of social media make overly aggressive tactics a terrible idea. .” To be sure, you can still convince certain people to buy using high-pressure sales tactics.

Construction 98

Construction Contract Sales Technique 98

Veloxy

AUGUST 16, 2023

In this blog post, we’ll dive into the importance of Salesforce ROI, the key factors affecting it, and the essential metrics to consider when measuring your CRM investment. Understanding the Importance of Salesforce ROI Salesforce ROI is a critical metric that measures the effectiveness of your CRM investment.

Objectives and Key Results 130

Objectives and Key Results CRM Profit margin Consult 130

Salesforce

JANUARY 10, 2022

Because you cannot grow what you don’t measure. You simply can’t afford not to include it in your metrics analysis. You simply can’t afford not to include it in your metrics analysis. Get a quick sketch of the cost of your current development strategy with our interactive tool. Net promoter score (NPS).

Promote 52

Promote Government Technology Technology 52

Hubspot

NOVEMBER 5, 2019

However, if you spend too much time trying to figure out which metrics are important for your business, you won't have any time to analyze and act upon them. These metrics will give you insight into customers, how to track ROI, improve your brand presence online, and walk away with happier customers. Audience growth rate.

Promote 98

Promote Follow-up Growth Conversion 98

Salesforce

SEPTEMBER 16, 2022

You have to have empathy for where they are in their lives and how your product or service can provide value to them.”. That makes it easier for you to assess the ripple effects of any decisions you make and to avoid unintentional harm to others and your company’s reputation. Doing what’s right. How you can practice courage: 1.

UX 98

UX Construction Trust Drivers/motivators 98

Highspot

FEBRUARY 14, 2024

In this guide, we’ll dig into the differences between sales and marketing plans, how to create your plan, and templates to get the ball rolling. What is a Sales and Marketing Plan? Marketing Plan: Has a broader scope, encompassing the overall market strategy, brand positioning, promotional activities, and communication efforts.

Objectives and Key Results 52

Objectives and Key Results Cross-sell Click Through Rate Lead generation 52

Highspot

FEBRUARY 14, 2024

In this guide, we’ll dig into the differences between sales and marketing plans, how to create your plan, and templates to get the ball rolling. What is a Sales and Marketing Plan? Marketing Plan: Has a broader scope, encompassing the overall market strategy, brand positioning, promotional activities, and communication efforts.

Objectives and Key Results 52

Objectives and Key Results Cross-sell Click Through Rate Lead generation 52

Outreach

SEPTEMBER 9, 2021

Research done by Frederick Reichheld, inventor of the Net Promoter Score, found that increasing customer retention rates by 5% increases profits by 25% to 95%. What is account planning? While it’s tempting to focus on acquiring new customers, don't underestimate your current customer base.

Strategic planning 98

Strategic planning Strategize Clients B2B 98

Heinz Marketing

JUNE 15, 2023

Meta hired over 40,000 people from 2019 to 2022 , often with only a vague idea of what the employee would be working on. Buying Signals At the activity level, this includes behaviors exhibited on your owned properties (website clicks, content engagement, etc.), So, keep testing until you’re happy with your conversion rate.

Drivers/motivators 101

Drivers/motivators Campaign Sales Start-ups 101

Partners in Excellence

NOVEMBER 2, 2018

The “Net Promoter Score,” has been around for a long time. Promoters are those providing scores of 9-10, Detractors are those providing scores of 0-6. The NPS Score is calculated by subtracting the percentage of Detractors from the percentage of Promoters.

Promote 82

Promote Meeting Service Customers 82

Martech

JANUARY 11, 2024

Defining the purchase stage Let’s begin by defining what we mean by the purchase stage in the customer journey. Your goal is a seamless and engaging purchasing experience that caters to the customer’s needs and expectations and unleashes the power of data within this journey. Meticulously streamline the purchasing process.

Growth 84

Growth Cross-sell User Experience Technique 84

Salesforce

SEPTEMBER 1, 2021

From their tablet or mobile phone, the associate can access the customer profile filled with rich information on past purchases, preferences, demographic information, customer satisfaction score (CSAT), net promoter score (NPS), and more. Extend that personal touch to your service channels. Get the guide.

Retail 90

Retail Customer Relationship Management Relationship Management Service 90

Hubspot

MARCH 7, 2018

Net Promoter Score (NPS). The key is to choose the KPIs that are most relevant to your industry and business goals -- focusing on the wrong ones is costly to your company. How are your salespeople contributing to the expansion of your business in their given territory? New Leads/Opportunities.

Territory 101

Territory Cross-sell A/B testing Promote 101

Highspot

FEBRUARY 1, 2024

I’ve personally had hundreds of conversations with many of you, and feel energized by the impact you’re having for your companies. Your feedback is driving both our innovation roadmap and our approach to serving you. Implementation Managers – We want you to succeed with Highspot as fast as possible.

Customers 64

Customers GTM Account management Government 64