Totango

AUGUST 25, 2022

It increases customer satisfaction and loyalty, driving higher subscription renewal rates, reduced churn, and more sales from upsells and referrals. Extend upsell offers or referral incentives to customers with high satisfaction ratings. For example, you can: Extend premium upgrade offers to freemium customers.

SaaS 97

SaaS Upselling Metrics Journey mapping 97

Influitive

MAY 12, 2016

That’s one reason why account-based marketing has become a popular strategy in recent years. Instead of “spraying and praying” broad marketing messages, ABM requires brands spend time crafting ultra-personalized campaigns targeted at specific accounts. Learn how to make your account-based marketing more effective with advocacy.

Accountability 61

Accountability Marketing B2B Customer advocacy 61

Totango

JULY 8, 2021

Many of the companies we talk to today all have the same challenge: they are sick and tired of firefighting their customer accounts. With this system, alerts are automatically generated about any customer who requires attention – be it a customer with deteriorating health or an upsell opportunity that is set to renew soon.

Upselling 65

Upselling Accountability Customer retention Metrics 65

Totango

AUGUST 14, 2020

Which then got our account teams, sales team, product teams, and support teams all excited and asking how to leverage Totango. One of the reasons that getting the group hug and really breaking down the barriers of sales and post-sales was so important to our success is we do have a very structured approach to Account Management.

Accountability 156

Accountability Feedback Sales Upselling 156

Totango

AUGUST 23, 2022

Making upsell offers. Blog content. This may involve activating an account, setting up a username and password, completing a profile, getting oriented within your navigational menu or learning to use your product’s basic features. Customer support events. Upsell offers. Delivering customer support. Video chat.

B2B 116

B2B Journey mapping SaaS Engineering 116

Totango

MAY 24, 2022

In this blog, we’ll talk about why CRM features alone aren’t sufficient for an effective CS strategy. Identifying upsell and referral opportunities. You need tools that can spot events your customer success team has identified as important indicators of customer dissatisfaction.

CRM 90

CRM SaaS Enterprise Sales 90

Totango

SEPTEMBER 1, 2022

QBRs in SaaS usually involve business clients, particularly clients with larger accounts, requiring more attention. In general, QBR meetings help ensure that SaaS clients receive the value they’re paying for from their software provider, promoting higher subscription renewal, upsell, and referral rates.

SaaS 98

SaaS Journey mapping Upselling Best practices 98

Totango

JULY 19, 2021

If you only check in with customers weekly or monthly, one representative can handle many accounts. According to Totango’s survey, 26% of respondents stated that the typical CSM at their companies managed between 51-100 accounts, while 17% of respondents stated that their CSMs managed more than 200 accounts! Onboarding.

Upselling 123

Upselling Feedback Surveys Customer advocacy 123

Totango

FEBRUARY 23, 2022

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. Expansion : a satisfied customer increases their usage of your product and brand to include advanced features, upgrades, and upsells. Flagging events that require action. Flag Events that Require Action.

SaaS 111

SaaS Journey mapping Upselling Best practices 111

CSM Practice

FEBRUARY 24, 2020

Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices. While this blog focuses on customer financial metrics, it is part of blog series, where we examine each customer success metric category in separate blogs.

Metrics 52

Metrics Upselling SaaS Accountability 52

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. Blog content consumption. Upsell purchases. If the decision-maker isn’t engaged, the account is at risk.

SaaS 106

SaaS Journey mapping B2B Feedback 106

Totango

FEBRUARY 9, 2022

In a minimally proactive scenario, a company might assign individual account managers to email, text, or call customers at renewal time. You can customize your renewal reminders to incorporate upsell and cross-sell promotions with Totango’s Expansion feature. In-App Promotions.

Customer retention 94

Customer retention SaaS Best practices Upselling 94

ChurnZero

JULY 29, 2022

Conversely, if a customer’s mastery of a solution indicates a potential for upselling, your teams can present expansion offers that are grounded in the customer’s realized value. time spent, completed activities, total events, etc.). This responsibility previously fell exclusively to account management or sales teams.

SaaS 98

SaaS Customer centricity Upselling Accountability 98

Totango

DECEMBER 21, 2021

Effective customer success automation relies on the strategic use of technology to communicate with customers at key points and event triggers in their customer journey. It also can create an opportunity for upsell offers when applicable. Milestone Messaging as a Customer Success Manager Automation Strategy. Onboarding Tutorials.

Management 106

Management Best practices Upselling Accountability 106

Totango

FEBRUARY 23, 2023

Chris suggests that measuring customer health is one of the most important performance indicators to determine whether an account, a segment, or your overall portfolio is healthy or at risk on their journey to success. There might be a sponsor change at a customer account. Look at the inputs, weighting, and results regularly.

Metrics 84

Metrics Upselling Accountability Enterprise 84

ChurnZero

APRIL 15, 2021

Make your Customer Success team comfortable with upsells and cross-sells. When I first started at TrustRadius, we did not have an account management function,” says Griffin. Echoing this sentiment, Griffin says that the biggest expansion consideration is ensuring that the upsell aligns with your customers’ goals.

Upselling 64

Upselling Accountability Sales SaaS 64

CSM Practice

JULY 6, 2020

We covered how to make renewals in another blog. SaaS companies are now turning to their customer success teams as client health , retention, and expansion of accounts become new priorities. As customers only buy what they need, they also hold suppliers accountable for higher standards. 3. Changing Customer Priorities.

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Practice

JULY 6, 2020

We covered how to make renewals in another blog. SaaS companies are now turning to their customer success teams as client health , retention, and expansion of accounts become new priorities. As customers only buy what they need, they also hold suppliers accountable for higher standards. 3. Changing Customer Priorities.

SaaS 71

SaaS Upselling Accountability Sales 71

ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. Nurture with Networking Events. Most companies’ event budget is allocated towards prospecting and brand awareness. Bolster Benefits With Blogs, Resources, and Newsletters.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

TechSee

JUNE 16, 2022

If you want to stay ahead of the game, follow them on Linkedin, Twitter, or YouTube or try meeting them at key industry events – their enormous impact is bound to become a catalyst for change in the space. Jeff’s Inside Customer Service blog has been recognized as one of the Top 50 customer service blogs on the planet.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

SmartKarrot

OCTOBER 25, 2023

In the dynamic world of business, the role of a Strategic Account Manager (SAM) goes beyond onboarding and tracking usage. In this blog, we’ll break down the core components of having a strategic playbook and how having one will ensure client retention and advocacy. Discuss progress, bottlenecks, and potential solutions.

Accountability 10

Accountability Construction Upselling Education 10

Totango

AUGUST 21, 2020

Now with visibility across the account, they can easily see where there is risk, opportunity, health scoring for each part of their customer’s footprint and can easily see the broader account team ownership and domain specialists as OneSAP account team. Q: How did SAP manage CS prior to the Totango deployment?

Upselling 115

Upselling Accountability Metrics SaaS 115

CSM Practice

FEBRUARY 12, 2020

Since existing customers are usually more willing to buy, companies typically offer additional solutions and features in the form of upsells and cross-sells. This may be after a year when customers have fully adopted the product and your interaction allows for account expansion. ?. Qualitative Data. Thinking Ahead.

Upselling 52

Upselling Customer centricity Sales Accountability 52

Totango

SEPTEMBER 29, 2020

It is the sum of the profit you make from your customers over time, rather than any single sales event, and it is the most accurate method of anticipating revenue in a customer-centric, Software-as-a-Service (SaaS) environment. Create a free trial account today and deliver value that keeps customers coming back to your product.

SaaS 104

SaaS Enterprise Metrics Upselling 104

CSM Practice

FEBRUARY 24, 2020

Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices. While this blog focuses on customer financial metrics, it is part of blog series, where we examine each customer success metric category in separate blogs.

Metrics 52

Metrics SaaS Customer retention Upselling 52

CSM Practice

FEBRUARY 24, 2020

Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices. While this blog focuses on customer financial metrics, it is part of blog series, where we examine each customer success metric category in separate blogs.

Metrics 52

Metrics SaaS Customer retention Upselling 52

CustomerSuccessBox

APRIL 27, 2021

And if you have more than 100 accounts to manage it becomes a tedious task and never brings in any value. . The reality is that with hundreds of data points, it is impossible for the human mind to comprehend, analyze, correlate and configure rules for Account health and alerts with accurate thresholds. 360-degree Account Health .

Customer retention 52

Customer retention SaaS Accountability Engineering 52

CustomerSuccessBox

JANUARY 31, 2022

Over the past few years, you’ve spent a significant amount of time and energy building a relationship with your Executive Sponsor on your account. Extra Resource: How to do effective account transitions in Customer Success? The health score should also take into account your CSM’s perception of your relationship.

Upselling 52

Upselling Accountability SaaS Best practices 52

ClientSuccess

JANUARY 11, 2023

What’s more, this approach has a direct impact on renewal and upsell rates, making it a win-win for both your company and the customer. Teach customers about your product or service and invite them to participate in educational events. 8 Ways to Apply the Golden Rule in Customer Success. Embracing the Golden Rule in Your Operations.

Benchmark 80

Benchmark Upselling Education Best practices 80

Nicereply

MAY 16, 2023

In this blog post, we’ll show you how to streamline your process with seven customer onboarding email templates. And it’s not just a one-time event – it’s a continuous journey that starts with the first interaction and continues throughout the customer’s lifecycle, and email marketing is a key component of it.

Upselling 52

Upselling Feedback Best practices Personalization 52

Totango

OCTOBER 1, 2020

The volumes and customer-to-CSM ratios mentioned above give a basic guide to the customer engagement model that may best suit your enterprise and customer accounts, but there is more to optimizing customer success than just balancing a headcount. Delivering Engagements That Add Value.

Enterprise 71

Enterprise Accountability Upselling Personalization 71

Inbenta

DECEMBER 14, 2021

They can push promotions in a specific timeframe and recommend or upsell insurance plans by making suitable suggestions at exactly the right moment. Support diversification by recommending, cross-selling, or upselling appropriate products. Ask: Provide account access and support.

Chatbots 52

Chatbots Upselling Average Handle Time Analytics 52

Totango

JUNE 12, 2020

You run into a customer in an online gathering or at an in-person event. They respond with continued renewals and upsells. He wants to target accounts with the highest adoption rates of new features. Your CEO wants to know who the company’s top ‘at-risk’ accounts are, so she Slacks Zoe. Let’s picture how that could look.

Customer centricity 62

Customer centricity Upselling Customer retention Accountability 62

CSM Practice

FEBRUARY 24, 2020

While in this blog, I focus on usage metrics, I encourage you to examine other customer success metric categories covered in this blog series. You can follow the links above to read the entire blog series. Even though it doesn’t take the level of engagement into account, it is infinitely better than tracking logins.

Metrics 52

Metrics Education Upselling SaaS 52

Totango

SEPTEMBER 25, 2020

With many customer success teams responsible for dozens or hundreds of accounts, automation has become an important tool to not only provide great customer experiences and solutions to problems, but to scale customer success and increase value as well. . This especially extends to the world of customer success and retention.

Upselling 57

Upselling Enterprise Personalization Analytics 57

CustomerSuccessBox

APRIL 18, 2022

In this blog, we have covered why a product-driven approach is important to step-up your customer success game and a few strategies to adapt the approach to your business. As each current customer is a potential lead for a renewal event, an upsell or cross-sell, and a source of sales and marketing proof.

SaaS 52

SaaS Education Upselling Best practices 52

Comm100

MAY 5, 2022

This blog will look at the benefits of banking AI chatbots, some of the common use cases for AI-powered chatbots in banking and – perhaps most importantly – the cost saving benefits of introducing bots into customer service. This ability to upsell makes chatbots an ideal member of the sales team. . Tracking spending habits.

Banking 52

Banking Chatbots Accountability Upselling 52