Totango

AUGUST 18, 2022

Assigning account managers. Activating accounts. Completing these steps enables a new customer to start making practical use of your product and its features. It also promotes higher product usage, increases the likelihood of upselling purchases and encourages customers to become enthusiastic brand advocates.

Journey mapping 93

Journey mapping SaaS Upselling Enterprise 93

Totango

FEBRUARY 10, 2021

Set success goals for each stage of your customer journey map. Set Success Goals for Each Stage of Your Customer Journey Map. A great way to do this is to create a customer journey map. For example, you might segregate all customers who have five or more users on their account.

Customer retention 85

Customer retention Journey mapping Benchmark SaaS 85

Totango

MARCH 4, 2022

When delivered manually, it may be handled by dedicated customer service agents or by other company representatives, such as account managers and customer success managers. In many cases, a dedicated customer success manager is assigned to an individual customer account. B2B customer service may be manual or automated.

B2B 92

B2B Customer Service Interactive Voice Response B2C 92

SmartKarrot

OCTOBER 5, 2023

Account mining, or the practice of deepening relationships with existing customers to upsell or cross-sell, is the gold standard for sustained business growth. Let’s delve into this strategic playbook to maximize revenue through account mining. Maximizing revenue is tightly bound to efficient account mining.

Accountability 10

Accountability Upselling Journey mapping Feedback 10

Totango

SEPTEMBER 17, 2021

Creates Upsell Opportunities. A free version of your product gives your sales team an opportunity to extend an upsell offer. This can help you refine your understanding of your customer journey map , helping you optimize your customer experience and sales process. What Are the Cons of a Freemium SaaS Model?

SaaS 75

SaaS Best practices Upselling Journey mapping 75

CustomerSuccessBox

FEBRUARY 23, 2022

Everyone enjoys a “how-to” guidebook that outlines all of the best practices for implementing, optimizing, and expanding their customer success function. How do you know where your consumers are right now in their journey? You do if you have a client journey map.

Journey mapping 52

Journey mapping SaaS Upselling Accountability 52

Totango

MARCH 26, 2021

Now that we have an idea of what the customer lifecycle is, let’s take a closer look at each of its stages and how best practices combined with technology can help optimize the customer experience in each stage. Resources: The Customer Journey Map: An Ultimate Guide. 7 Customer Onboarding Best Practices.

SaaS 66

SaaS Best practices Upselling Education 66

Lumoa

APRIL 28, 2024

You can even find opportunities for cross-selling, upselling, or personalized promotions by using real-time insights and trends generated by AI. For security, ISO 27001 is the world’s best-known standard for information security management systems (ISMS). You reach them where they are with the messages that resonate with them.

Feedback 83

Feedback Consulting Consulting Enterprise 83

Totango

JUNE 17, 2021

This criteria segments customers based on how many licenses an account is utilizing out of the total number available, an important engagement metric. This can help indicate whether an account is tending toward churn or renewal and what corresponding action should be taken. Account Status. Active Users. Customer Health Score.

B2B 71

B2B Accountability Journey mapping Sales 71

Totango

JUNE 24, 2022

While the challenges SaaS presents for customer success can be formidable, SaaS also offers some major advantages for software providers: The digital nature of SaaS means that providers can engage with clients digitally throughout their customer journey. Key performance indicators should be defined for each customer journey stage.

Best practices 103

Best practices SaaS Journey mapping B2C 103

Totango

DECEMBER 28, 2020

Leverage the latest customer success best practices. By proactively managing the customer lifecycle you can pinpoint when customers need help before they ask, identify growth opportunities before renewal time, be alerted to at-risk accounts in enough time to course-correct and more! Customer Success Is A Growth Strategy.

Best practices 79

Best practices Upselling Analytics Technology 79

Totango

OCTOBER 22, 2019

Best practices: . Using health scores to determine which customers may need more attention and which ones benefit from upsells. . Best practices: Develop and follow a standardized customer adoption user manual. Best practices: Create a standard contract template. Currently onboarding customers .

Best practices 49

Best practices Customer advocacy Upselling Accountability 49

Education Services Group

MAY 11, 2018

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. take advantage of upsells and cross-sells. That’s where the cavalry, more commonly known as virtual Customer Success Managers (vCSM), comes in.

Journey mapping 40

Journey mapping Best practices Upselling outsourcing 40

CustomerSuccessBox

JUNE 8, 2022

Irit has played a pivotal role in shaping Customer Success best practices and methodologies. Because this encapsulates not just logo churn, meaning the number of customers that have actually left, but also the actual impact on the business, including down sells, and then offset by some of the upsell work that your team might have led.

Management 52

Management Upselling Accountability Metrics 52

Amity

OCTOBER 12, 2017

I know I felt that way as a Customer Success Manager at Eloqua when I had my 30+ accounts and I felt like I was always online. It is important that as you round the corners along this journey that you do follow a certain path. This also includes addressing the most asked CS question ever: “how many accounts should a CSM own?”

Metrics 61

Metrics Upselling Journey mapping CRM 61

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

NOVEMBER 11, 2020

Internet, Cable & Phone As a Vice President of Customer Success, you will define and optimize the customer lifecycle, applying customer journey mapping, and identifying standardized interventions for each point in the journey. Serve as the technical point of contact for new Enterprise and Professional account setups.

Enterprise 10

Enterprise Journey mapping Best practices Government 10

Totango

MAY 6, 2022

We’ll define customer health score, what metrics go into it, and what it tells you about customer accounts. An average result indicates that the customer relationship is strained, placing the account at risk of churn. The best approach is a multidimensional customer health model. What Is Customer Health Score?

Best practices 117

Best practices Upselling Metrics Journey mapping 117

Amity

OCTOBER 12, 2017

I know I felt that way as a Customer Success Manager at Eloqua when I had my 30+ accounts and I felt like I was always online. It is important that as you round the corners along this journey that you do follow a certain path. This also includes addressing the most asked CS question ever: “how many accounts should a CSM own?”

Metrics 49

Metrics Upselling Journey mapping CRM 49

SmartKarrot

OCTOBER 26, 2022

Implementing a comprehensive account management program is the greatest approach to preventing an expensive breakup with your most valuable clients. Key account management is the tactical method businesses use to manage and expand their most crucial clients. 6 Account Management Best Practices for B2B Companies!

Best practices 11

Best practices B2B Accountability Management 11

SmartKarrot

MARCH 8, 2022

Annette Franz is the Founder and CEO of CX Journey Inc. With over 30 years in the industry, Annette is a professional coach, consultant, customer journey mapping facilitator, thought leader, and influencer. Ellie is passionate about developing exceptional customer experiences through Customer Success best practices.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

Totango

AUGUST 11, 2022

Digital interactions that inform SaaS client relationships span the range of the customer journey , from pre-purchase marketing engagements to onboarding to subscription renewals, upsells and brand advocacy. Upsell purchases. If the decision-maker isn’t engaged, the account is at risk. Social media posts.

SaaS 106

SaaS Journey mapping B2B Feedback 106

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. You can help make this a smooth transition by taking steps such as: Assigning account managers to new customers. Setting up a post-discovery call to set customer goals.

Upselling 63

Upselling SaaS Brand ambassadors Sales 63

Totango

FEBRUARY 24, 2021

How many customer accounts can you support? Data Availability from All Points on Your Customers’ Journey. Data relevant to customer success can come in from all points on your customer journey map , from onboarding and adoption to escalation and renewal. How many emails can you send out per month?

Upselling 71

Upselling Journey mapping Analytics Accountability 71

CustomerSuccessBox

JULY 22, 2022

In addition to highlighting the critical touch points from the CX, SaaS, and customer success perspectives, this blog will concentrate on best practices to assist you in optimizing them so you can quickly realize all the benefits. Touch points are exchanges between companies and clients that take place during a client’s journey.

SaaS 52

SaaS Journey mapping Self service Upselling 52

Pointillist

JULY 25, 2018

The questions below will help you define the scope of your customer journey analytics project: Will the project be confined to a single team, such as customer experience or marketing, or will other business functions use the platform? Is your organization already aware of specific pain points and friction in your customers’ journeys?

Analytics 93

Analytics Government APIs Metrics 93

Pointillist

JULY 25, 2018

The questions below will help you define the scope of your customer journey analytics project: Will the project be confined to a single team, such as customer experience or marketing, or will other business functions use the platform? Is your organization already aware of specific pain points and friction in your customers’ journeys?

Analytics 43

Analytics Metrics Government Journey mapping 43

ClientSuccess

OCTOBER 16, 2017

Sales team members work hand-in-hand with CSMs to get new accounts off the ground and handle any resulting business from the relationship. Marketers often must work directly with customers to capture success stories or develop upsell marketing campaigns. 5 Best Practices to Build a Customer Success Journey Map.

Customer centricity 41

Customer centricity B2B Journey mapping SaaS 41

ClientSuccess

SEPTEMBER 17, 2019

After all, the right processes can help increase product utilization, satisfaction, and ultimately lead to upsells. Instead, CSMs simply need to address their customer journey map to determine next steps. . Instead, CSMs simply need to address their customer journey map to determine next steps. .

Journey mapping 53

Journey mapping Upselling SaaS Education 53