Totango

MARCH 2, 2021

T his illustrates why an effective approach to customer journey management must take into account the customer’s entire experience, not just one component. Case Studies. You can help make this a smooth transition by taking steps such as: Assigning account managers to new customers. Product webinars. Datasheets.

Upselling 63

Upselling SaaS Brand ambassadors Sales 63

ChurnZero

APRIL 2, 2021

They can then prioritize outreach to prospective accounts in these high potential segments that have shown the best product-market fit and contributed the highest predictable revenue. Find customer use cases for every case study. Give customers realistic timelines, every time.

Sales 64

Sales Marketing Surveys Accountability 64

SmartKarrot

DECEMBER 5, 2022

Personalized customer services – One of the best practices for customer success is to provide customers with personalized services. Benefits of augmented intelligence in account management. Account management is especially important for any SaaS (Software As A Service) business. Case Study 1.

Accountability 19

Accountability Management Finance Analytics 19

Callminer

FEBRUARY 23, 2021

Also, agents with insight into how customers have interacted with sales teams have increased upsell and cross-selling opportunities.” And callout culture means brands are held publicly accountable for their decisions. “More and more, today’s consumers are factoring in larger ideals (e.g.,

Call Center 376

Call Center Technology Banking Contact Center 376

ClientSuccess

SEPTEMBER 3, 2020

Ideally, most objectives are quantitative and aligned to the important KPIs of the business (retention, upsell, cross-sell, NPS, # of case studies, etc.). At Omniture, one of our Strategic CSMs in EMEA was assigned to a strategic account that was a Global Fortune 100 company. Shortcomings of Base + Bonus Model.

Management 111

Management Upselling Sales Accountability 111

CustomerSuccessBox

JULY 19, 2022

There is no structured repository to consolidate, manage, and access best practices. In contrast, a framework covers all the best practices & fundamentals that should be present in all B2B SaaS businesses. They want to set up a renewal process that includes different use cases. As a CSM, you must-.

Upselling 52

Upselling SaaS Best practices B2B 52

SmartKarrot

OCTOBER 28, 2022

What is Strategic Account Management? This approach is called strategic account management for enterprises (also known as key account management). The Responsibility of Strategic Account Manager. Do you want to handle both accounts equally? Like what you are reading? Sign up for our newsletter. contact-form-7].

Accountability 10

Accountability Management Upselling B2B 10

CustomerSuccessBox

JANUARY 8, 2020

Customer success department’s responsibilities are slowly increasing to encompass several things like increasing LTV of customer base, reducing churn, providing references, case studies, customer stories to sales and marketing, providing feedback to product team, creating upsell opportunities, facilitating renewals, etc!

Upselling 52

Upselling SaaS B2B Metrics 52

SmartKarrot

JANUARY 13, 2023

Proactively work with the sales team on upsells and expansion opportunities while mitigating potential churn risks. You’ll participate in webinars and the creation of case studies, present at company meetings, and write blogs and articles. Leading on and feeding into the Customer Success strategy and best practices.

Upselling 19

Upselling Best practices Engineering Coaching 19

SmartKarrot

NOVEMBER 28, 2022

Work closely with Technical Account Managers and the development team to integrate, troubleshoot technical issues and provide 2-way feedback from and to customers. Identify upsell opportunities. Regular business reviews – contract, best practices, and adherence to contract KPIs. Apply here: [link].

Upselling 19

Upselling Best practices Accountability Feedback 19

SmartKarrot

APRIL 20, 2022

Identify upsell opportunities that will be directed to General Managers on the Partnerships team. Analyze your client’s performance data to identify opportunities and recommendations with accompanying industry best practices. testimonials, case studies). Apply here: [link].

Upselling 19

Upselling Best practices Accountability Sales 19

CustomerSuccessBox

NOVEMBER 24, 2021

Relevant content can include various resources like blog posts, videos, case studies, podcasts, webinars, etc. It is the perfect way to show that you want to provide them with the best value that they can. The tool auto-generates risk and upsell alerts to draw a success manager’s attention. Anticipate customer needs.

Upselling 52

Upselling Feedback Customer advocacy B2B 52

SmartKarrot

OCTOBER 20, 2022

Account management. You’ll hold recurring meetings, handle client requests, and monitor account health. Establish strong trusted advisor relationships with key customer stakeholders, ensure that customers employ DAM best practices, are leveraging Bynder effectively and that their Bynder platform is optimized for maximum value.

Customer advocacy 19

Customer advocacy Enterprise Best practices Upselling 19

SmartKarrot

MAY 13, 2022

Scale the CS team to the needs of the business including, but not limited to, building capabilities around program strategy, solution-based selling, upsell, relationship building, identifying necessary roles & responsibilities needed to improve the customer experience (analytics, etc.). Generating customer references and case studies.

Upselling 19

Upselling Customer centricity Best practices Accountability 19

SmartKarrot

NOVEMBER 17, 2022

Drive operational practices to track the performance of teams and individuals. Work closely with Growth management to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., Measure, track, analyze and report key account metrics. Map and benchmark competition and share best practices.

Benchmark 19

Benchmark Accountability Upselling Engineering 19

Education Services Group

MAY 11, 2018

One case study showed that even just a minor increase in human-touch engagement resulted in increased customer software subscription renewals. vCSMs provide the critical human touch that augments tech touch and bottom-tier neglect described in our blog post, 3 Customer Success Best Practices to Scale People & Automation.

Journey mapping 40

Journey mapping Best practices Upselling outsourcing 40

CSM Practice

FEBRUARY 24, 2020

The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product usage, proactively managing accounts, customer engagements, and training , expanding and renewing accounts, and so on. Accountability is essential in customer success to establish a culture of improvement.

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

SmartKarrot

FEBRUARY 1, 2022

Oversee customer onboarding, strategic business reviews, success plans, contract renewals and upsell opportunities. Responsible for account-level expansion initiatives. testimonials, case studies). Being the main point of contact between the company and your portfolio of named accounts.

Accountability 19

Accountability Healthcare Upselling Metrics 19

SmartKarrot

FEBRUARY 4, 2022

Coach clients to be product experts and train their teams on data.world’s best practices so they become increasingly self-sufficient. Develop, prepare, and nurture clients for advocacy; drive client references and case studies. Collaborating with Enterprise Sales Executives to form and maintain account growth plans.

Enterprise 19

Enterprise Accountability Upselling Coaching 19

CustomerSuccessBox

APRIL 3, 2022

It enables Customer success managers like you to deliver a consistent customer onboarding experience, improve retention and drive upsell We’re that excited to have you on board! To collect client tales, case studies, and testimonials, customer success teams collaborate with marketing. Hope you’re good to go.

APIs 52

APIs Accountability SaaS Marketing 52

SmartKarrot

OCTOBER 27, 2022

Provide best practice recommendations, identify any roadblocks, and partner with the customer to reach desired outcomes. Schedule EBRs with the client on a 6-month basis and monthly/weekly meetings dependent on health and risk of the account. testimonials, case studies).

Upselling 19

Upselling SaaS Coaching Best practices 19

ClientSuccess

APRIL 20, 2017

Back when Paul first started working with customers, “Customer Success” was considered a hybrid between account management and customer service. Product wants to speak with a customer about a feature, Marketing wants to do a case study, and so on. The Rise of SaaS and Customer Success. Growing Discipline to Customer Success.

SaaS 40

SaaS B2B Engineering Best practices 40

SmartKarrot

OCTOBER 11, 2021

Manage and grow existing relationships of Liven’s key enterprise accounts. Proactively work with brands and grow out account size and transacting volume and value. Promote growth within your accounts by uncovering, scoping, and qualifying opportunities where customers can utilize the full range of Ordermentum’s features.

Upselling 19

Upselling Accountability Coaching Best practices 19

SmartKarrot

DECEMBER 2, 2020

Optimize cross-functional team communication to impact onboarding, engagement, renewal, and upsell outcomes. Also, partner with the Account Management team to successfully set up renewal and upsell opportunities. Also, partner with the account management team to drive retention and up-sell.

Upselling 10

Upselling Best practices Enterprise Technical Support 10

Amity

JANUARY 20, 2016

While the charter of Customer Success is to drive product adoption and help customers unlock the value of your solution, many departments are stuck in red account hell. Often as much as 50% of that growth is upsell / additional seats / more revenue from your existing customer base. I have so many accounts, how do I prioritize them?

SaaS 48

SaaS Accountability Customer advocacy Sales 48

SmartKarrot

APRIL 28, 2021

Continually engage internally and cross-functionally to learn about new business applications, positioning the REEF brand and upselling new opportunities to clients. Develop and deploy strategies, action plans and playbooks to improve the customer experience, increase customer retention and enable account growth.

Real estate 10

Real estate Upselling Customer retention Accountability 10

Amity

NOVEMBER 25, 2014

I recognized that in SaaS you had to have a more pervasive accountability to the customer. Over three or four years of working in the cloud – in the “early days” – I recognized a need for a role that wasn’t sales (selling) or support (technical issues) but focused on best practices in using your product to help their business (and yours).

SaaS 48

SaaS Chief Customer Officer Upselling Accountability 48

SmartKarrot

DECEMBER 9, 2020

Enhance and continuously improve Calabrio customer success management methodology leveraging best practices and change management. testimonials, case studies). Develop best practices, KPIs, and strategies for customer account retention, expansion, adoption, and advocacy.

Enterprise 10

Enterprise Engineering Best practices Upselling 10

SmartKarrot

APRIL 14, 2021

Apply here: [link] Role: Director, Customer Success Location: Atlanta, GA, US Organization: Grid Dynamics As a Director of Customer Success, you will manage large multi-million dollar relationships as a portfolio of accounts for a defined territory. Work with account leadership to identify transformational/CX opportunities for the clients.

Real estate 10

Real estate Upselling Accountability Sales 10

Amity

MAY 25, 2016

8 years ago, it wasn’t even Customer Success -- it was Account Management. What they really rely on us to do is provide those best practices and say, “This is what you should/shouldn’t be doing” -- and our structure really allows us to accomplish that.

Best practices 90

Best practices Metrics Sales SaaS 90

SmartKarrot

JUNE 15, 2021

Implement strategies to creates, influence, and improve Customer Experience Management via CXM platforms and industry best practices. Plan and execute client engagements, acting as client escalated point-of-contact for account-related issues and concerns. Keeping abreast of market developments and identifying areas of research.

Upselling 10

Upselling Coaching Customer centricity CRM 10

SmartKarrot

JUNE 16, 2021

Identify and build advocacy relationships with strategic customers acting as a marketing channel through case studies, speaking opportunities, references, etc. Regularly deliver value conversations related to N-able product offerings, relevant industry trends, corporate updates, and detailed account business reviews.

Upselling 10

Upselling Accountability Customer centricity Coaching 10

SmartKarrot

JANUARY 28, 2021

Monitor a set of portfolio KPIs to alert yourself and the team to the potential risk for churn and opportunities for upsell. Provide the focal point for the Sales teams in EMEA and Americas businesses to run demos, onboarding, account growth, troubleshooting and retention activities. Identify expansion and upsell opportunities.

Upselling 10

Upselling Customer advocacy Enterprise Accountability 10

SmartKarrot

OCTOBER 28, 2020

Role: VP Customer Success Location: San Francisco, California, US Organization: Riviera Partners As a VP of Customer Success, you will be responsible for creating and executing an operational methodology and account management process which builds on the data-driven approach; continue to iterate and improve on this process.

Best practices 10

Best practices Upselling Accountability Enterprise 10

SmartKarrot

MARCH 26, 2021

Role: Senior Manager / Director, Customer Success Location: Remote, Boston, MA, US Organization: MackeyRMS As a Senior Manager/Director of Customer Success, you will manage a team of CSMs as well as own accounts, including renewals and upsells. and conducting scheduled EBRs with senior executives. Apply here: [link].

Journey mapping 10

Journey mapping Customer advocacy Best practices Upselling 10

SmartKarrot

APRIL 2, 2021

Partner with the executive leadership team to develop and execute account engagement, retention and growth strategies. Be a thought leader in developing and executing on Customer Success and Account Management best practices that can be used across the organization. testimonials, case studies).

Entertainment 10

Entertainment Upselling SaaS Accountability 10

SmartKarrot

JULY 28, 2021

Create best practices at scale to leverage Churnzero, Salesforce and other existing tools that will allow the business to better assess risk and opportunity as well as ensure a streamlined customer experience. Provide high-quality reporting and insights, and status of account health.

Finance 10

Finance Accountability Upselling SaaS 10