JustCall

FEBRUARY 28, 2020

Or, Are you looking for an Account Manager job description that can take you through your interview? Well, whether you yourself are going to take up the role of an Account Manager or you are looking out for hiring one. This blog post will give you a complete idea of an Account Manager job description.

Accountability 52

Accountability Management Finance Upselling 52

ClientSuccess

MARCH 2, 2021

This is especially true for Account Executives and Customer Success Managers – two roles that work extremely close with customers (and each other) and tend to be rolled into one when thinking about customer account management . Toolkit: Sales, Marketing & Customer Success Alignment Toolkit.

Accountability 62

Accountability Management Upselling SaaS 62

ChurnZero

DECEMBER 29, 2020

Top 10 Blog Posts from 2020. Today, you’d be hard-pressed to find a high-velocity sales, marketing, or product team without a designated operations function. The SaaS Debate: Who Owns the Renewal and Upsell? So, here’s our greatest hits compilation of our top content, milestones, and happenings from 2020.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

ChurnZero

JULY 9, 2020

Does your marketing often drop the L-bomb? Entire marketing budgets are devoted to their infinite pursuit and persuasion. But if you’re like most companies, when it comes to attracting your customers, the only thing your marketing’s dropping is the ball. The Forgotten CSM: Customer Success Marketing.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

Totango

DECEMBER 20, 2023

Mid-market business leader in computer & network security Why customer success leaders love Totango Effective cross-functional collaboration is a defining attribute of any rising customer success team and another reason our users recognize Totango as a software leader. These actions lead to increased efficiency and time savings.

Enterprise 109

Enterprise Customer centricity Benchmark Upselling 109

ClientSuccess

JUNE 17, 2019

In today’s world of SaaS customer success, most CSMs and/or Account Managers are held to some sort of revenue goal. Whether that revenue comes from an upsell, cross-sell, expansion, or something else, it’s still new revenue attributed to the customer. This is what’s commonly known as joint account planning.

Accountability 42

Accountability Upselling SaaS Feedback 42

ClientSuccess

FEBRUARY 8, 2023

In this blog post, we’ll explore three different ownership models that help define roles between sales and customer success teams when it comes to customer renewals. I’ve seen several titles associated with this role – Account Manager (AM), Renewals Specialist, Customer Account Executive, Client Executive, etc.

SaaS 71

SaaS Upselling Accountability Sales 71

Totango

JULY 5, 2022

Make the Most of Upsell Opportunities. Upsells are the result of the growth a customer has enjoyed because of your commitment to delivering lifetime value. By utilizing a customer success software, you will be able to have deeper insight into your customers’ businesses and recognize when upsell opportunities present themselves.

Upselling 98

Upselling Accountability CRM Best practices 98

Totango

AUGUST 16, 2022

Identifying customers in the market for upsell offers and referral invitations. For example, you can use automated monitoring of client accounts to track user adoption rates. Highly active customers and satisfied users may be open to renewing and purchasing upgrades or additional upsell products.

Customer retention 100

Customer retention Upselling CRM SaaS 100

ClientSuccess

OCTOBER 2, 2019

We often hear the roles of Customer Success Manager (CSM) and Account Manager (AM) used interchangeably. The ultimate difference between a Customer Services Manager and an Account Manager is both in their area of concentration and how each target their customers. . Let’s talk about Account Managers first.

Accountability 47

Accountability Management Upselling SaaS 47

Totango

AUGUST 9, 2022

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. Ideal profile fit: such as using a scoring system to rate marketing and sales prospects based on an inclination to buy. Customer needs and wants.

Best practices 100

Best practices B2B Journey mapping Upselling 100

Totango

NOVEMBER 23, 2021

This, in turn, makes it difficult to intervene with customers who are at risk of churn, as well as challenging to spot upsell opportunities. Your Upsells Are Going Down. Look for a CS platform that lets you spot emerging upsell opportunities as well as customers at risk of churn. Your Escalations Are Going Up.

Upselling 92

Upselling CRM Revenue potential Feedback 92

CustomerSuccessBox

JUNE 24, 2022

This blog focuses on the excellent customer success techniques that will help you improve your recurring revenue. This blog will walk you through some genuine reasons why you should not miss out on investing in Customer Success. It helps companies keep up with the accounts they’ve closed, and maintain, retain, and expand them.

Upselling 52

Upselling SaaS Customer advocacy Metrics 52

Totango

APRIL 4, 2024

I recently hosted a webinar with four leaders from our team to learn how they work together to bolster retention, expansion, and upsells as a truly unified CS and sales front. One tool that Katie finds helpful in her role is a RACI matrix that designates accountability to relevant stakeholders involved in a project, task, or decision.

Sales 89

Sales Upselling Accountability SaaS 89

CustomerSuccessBox

NOVEMBER 17, 2021

We will be discussing all Net Revenue Retention in this blog. When you take into account all these changes with your existing customers and your recurring revenue, what you get is the net revenue retention. Your upsell revenue for the month is $1000. Increasing NRR Accountability. What is Net Revenue Retention?

Upselling 52

Upselling SaaS Metrics Accountability 52

Totango

MAY 17, 2021

Tracking this alerts you to churn risks as well as upsell opportunities, empowering you to take appropriate action. It can also be considered in terms of account activity. A highly engaged customer may be in the market for an upsell offer. Account growth rates. Why Manage Product Engagement? Product adoption.

Management 62

Management Upselling Metrics Accountability 62

Vcaretec

JUNE 6, 2022

We plan for the peak days , we have a rigorous process for both long-form customer support calls and 30-second quick-resolution calls, and we train our staff to identify upsell and cross-sell opportunities naturally during support interactions. Ensure that your agents are trained to spot upsell and cross-sell opportunities.

Customer Care 96

Customer Care Upselling Accountability Customer Support 96

Totango

AUGUST 23, 2022

In terms of the customer lifecycle, touchpoints may occur at any point during an interaction with your brand, including: Pre-sales, starting with a prospect’s first marketing touch. Thus, customer journey touchpoints may occur anywhere in the marketing, sales and support processes. Making upsell offers. Blog content.

B2B 116

B2B Journey mapping SaaS Engineering 116

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. Let’s delve into this strategic playbook to maximize revenue through account mining.

Accountability 10

Accountability Upselling Journey mapping Feedback 10

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

Nicereply

MARCH 16, 2022

Some treat Customer Experience as a synonym to Customer Success, others see Success and Support as part of the CX team, and still, others prefer it reports into Sales as a way to increase upsells and renewals. During that time, we noticed that the live chat market was growing increasingly competitive. What a fantastic model!

Sales 111

Sales Customer Experience Upselling Self service 111

Totango

NOVEMBER 27, 2023

The global market research company conducted its first Forrester Wave™ evaluation of top customer success platforms. When customers achieve their goals, businesses will see more subscription renewals and expansion revenue from upsell and cross-sell opportunities. Market presence: Revenue and number of customers.

B2B 92

B2B CRM Enterprise Upselling 92

CSM Magazine

DECEMBER 13, 2023

In a competitive market, stellar customer service stands as the cornerstone of a thriving business. Lack of Cross-Sell and Upsell Capabilities This gap involves using strategies that integrate sales opportunities into customer interactions. Leverage customer data when creating cross-sell upsell recommendations.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. He also sits on the board of Directors for CSPN. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

ClientSuccess

MARCH 9, 2020

As part of this mission, customer success managers (CSMs) are responsible for the ongoing ‘success’ of a customer account. These are often hard numbers that executives can easily measure or account for. Amazing customer experiences often lead to recommendations and testimonials, which in turn usually mean an account renewal or upsell.

Customer Experience 97

Customer Experience Accountability Upselling SaaS 97

CSM Practice

JULY 6, 2020

We covered how to make renewals in another blog. Acknowledging the changing sentiment in the current market will make for better strategies for approaching customers. SaaS companies are now turning to their customer success teams as client health , retention, and expansion of accounts become new priorities. 3. Greater ROI.

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Practice

JULY 6, 2020

We covered how to make renewals in another blog. Acknowledging the changing sentiment in the current market will make for better strategies for approaching customers. SaaS companies are now turning to their customer success teams as client health , retention, and expansion of accounts become new priorities. 3. Greater ROI.

SaaS 71

SaaS Upselling Accountability Sales 71

CustomerSuccessBox

OCTOBER 5, 2021

The following are the key considerations that you must look at (for improving retention, increase renewals & upsells, etc. Account health KPIs- Product adoption, customer usage, etc. If you have more renewals, less churn & higher upsell then obviously your NRR is going to be positive and vice-versa. Some of them are.

Upselling 59

Upselling SaaS Metrics Accountability 59

ClientSuccess

MAY 10, 2022

This includes the initial contract, of course, and any upsells, expansions, and renewals that may occur. Second, there is the value a customer account can bring outside of traditional revenue. Then, think about upsell potential (especially if the customer only purchased a few licenses but has a large user population).

Upselling 59

Upselling Metrics Accountability Sales 59

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

ClientSuccess

MARCH 8, 2022

This includes the initial sales value, upsells or expansion deals, ad hoc change orders throughout the partnership, and renewal value. Some organizations also group tangential revenue into this total CLV by including things like referrals, sales attributed to marketing efforts, and other initiatives. Higher returns in the long term.

Upselling 75

Upselling SaaS Sales Metrics 75

ClientSuccess

MARCH 9, 2020

As part of this mission, customer success managers (CSMs) are responsible for the ongoing ‘success’ of a customer account. These are often hard numbers that executives can easily measure or account for. Amazing customer experiences often lead to recommendations and testimonials, which in turn usually mean an account renewal or upsell.

Customer Experience 74

Customer Experience Upselling Accountability SaaS 74

Totango

JUNE 1, 2021

By sharing the insights of these multi-dimensional data streams across your enterprise, you increase accountability for the customer experience and create a customer-centered enterprise that is poised to effectively deliver customer lifetime value. Unlike renewals, upsell opportunities are not tied to a specific timeframe.

Enterprise 69

Enterprise Upselling Metrics Accountability 69

Totango

FEBRUARY 9, 2022

For mid-tier or mid-market, customers the process usually begins 3 months in advance. In a minimally proactive scenario, a company might assign individual account managers to email, text, or call customers at renewal time. For top-tier, or Enterprise, customers this conversation usually begins 6 months prior to the renewal date.

Customer retention 94

Customer retention SaaS Best practices Upselling 94

Totango

JUNE 17, 2021

For example, you might divide your customer base up into customers who have purchased a particular product and those who have not, allowing you to limit an email marketing promotion to customers who have not purchased the product. However, audience segmentation is geared towards audiences segmented from a marketing and sales perspective.

B2B 71

B2B Accountability Journey mapping Sales 71

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

CustomerSuccessBox

APRIL 11, 2019

Sales delivers customer acquisition vs. Customer Success delivers product adoption + retention + upsell. The overlaps happen only when they communicate during handoffs and upsells. << Recommended Minimum>> This is the ideal level you should be at once you have 50+ accounts, 2-3 CSMs and a Head of Customer Success.

Upselling 80

Upselling CRM SaaS Customer advocacy 80