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

CustomerSuccessBox

JUNE 18, 2021

In this article, we collate blogs and webinars from CustomerSuccessBox which will help you as an extensive guide for customer success. The blog tells you about how does the onboarding experience of the customer define the ongoing relationship you have with your customer . Webinar: Best Practices for a Customer Success team.

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SaaS B2B Customer retention Upselling 52

ClientSuccess

DECEMBER 19, 2022

In this blog, we’ll be exploring the five playbooks every CSM team should have in order to ensure success and consistency across the team. Upselling & Cross-Selling Playbook: CSMs are responsible for ensuring that customer relationships remain strong and can be leveraged for additional sales opportunities.

Upselling 72

Upselling Education Best practices Sales 72

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. For example, a dedicated account manager and phone support for our highest value customers. What a fantastic model!

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Sales Customer Experience Upselling Self service 111

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.

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Accountability Management Upselling SaaS 47

ClientSuccess

OCTOBER 18, 2022

Managing customer accounts is no longer contained to spearheading implementation and being on call to help customers through issues. You can find more resources on having strategic conversations with customers here: Webinar: How to Have More Strategic Customer Conversations. Webinar: Designing a Proof of Concept Strategy That Converts.

Best practices 72

Best practices Upselling Coaching Accountability 72

ProProfs Blog

AUGUST 14, 2020

But the moment you reach the checkout page, you realize that you don’t have an account and are requested to sign up now. One of the Hyken’s blogs suggested that. Sign Me Up for Free ProProfs Live Chat Account! Webinar Registrations. Give a brief on what the webinar is about and what they’ll get as an outcome.

Analytics 174

Analytics B2B Education Feedback 174

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

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

ClientSuccess

MARCH 8, 2022

This includes the initial sales value, upsells or expansion deals, ad hoc change orders throughout the partnership, and renewal value. CLV matters to customer success teams because although sales reps manage initial deals, many of the post-sales revenue (upsells, expansions, renewals, etc.) are managed in some part by CSMs.

Upselling 75

Upselling SaaS Sales Metrics 75

ClientSuccess

NOVEMBER 2, 2022

Bridging the gap between customers and a product team is critical, from managing customer implementations to ongoing account maintenance. Keep tabs on customer satisfaction and account health. . Over the years, customer success manager roles have expanded to include many different responsibilities. Toolkit: Churn Management Toolkit.

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Customer retention Upselling SaaS Accountability 70

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.

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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

Spread Wisdom With Webinars. Webinars are often thought of for top-of-funnel lead generation and nurture, but they can be just as effective for customer marketing. For tactical-oriented webinars that show how to use functionality, measuring their impact is rather straightforward with product usage data.

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SaaS Marketing Upselling Chief Customer Officer 64

ClientSuccess

JULY 20, 2021

One of the most critical associated metrics with net retention is net revenue retention, which is the total recurring revenue retained year over year, including everything from renewals to upsells to expansions. Net retention rates encompass all changes to your customer accounts. Want to learn more? Toolkit: Churn Management Toolkit.

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SaaS Customer retention Upselling Accountability 69

ClientSuccess

FEBRUARY 15, 2021

Customer-centric service has emerged as one of the leading contributors to account renewals, recurring revenue, and upsells for SaaS-based organizations. . What this really boils down to, however, is that CSMs and account managers should make decisions and build project plans from the customer mindset.

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Benchmark Upselling Accountability Customer centricity 59

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. Upsell offers. Delivering customer support. Resolving customer escalations or problems.

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B2B Journey mapping SaaS Engineering 117

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 116

Upselling Accountability Metrics SaaS 116

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.

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Upselling Accountability Customer retention Metrics 65

ClientSuccess

MAY 4, 2021

If you’re like most CSMs, it can sometimes feel as though months – even years – of working with a customer account can go by in a flash. As many customer success teams are looking to use 2021 as a reset for their processes and accounts, it may also be a good idea to use this year to revamp your planning workflows. The bottom line?

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Journey mapping Upselling Accountability Feedback 52

Totango

SEPTEMBER 11, 2020

However, in a world where Customer Success teams often have dozens of accounts to care for, it can be challenging to fully understand the specific needs of individual client accounts and to find time to reach out to each client to meet those needs. . After all, as the old adage goes, “The customer is always right.”

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Upselling Enterprise Healthcare Metrics 82

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.

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Customer Service Chief Customer Officer Contact Center Consulting 251

Nicereply

FEBRUARY 2, 2024

Customer Experience vs. Customer Service vs. Account Management While there are similarities with other customer-facing initiatives, you shouldn’t confuse customer success with other similar terms. To help you make the distinction, here are brief explanations of customer success, customer experience, customer service, and account management.

Education 59

Education Accountability Customer retention Journey mapping 59

ClientSuccess

JUNE 15, 2021

During a year where many companies had to make complex strategic decisions, and new sales weren’t exactly flying in at a rapid pace, existing customer accounts helped keep the lights on. When customer success is a company-wide goal, every team should have some visibility into how things progress with customer accounts.

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Upselling Accountability SaaS Metrics 52

ClientSuccess

JANUARY 11, 2023

To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies. 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.

Benchmark 80

Benchmark Upselling Education Best practices 80

ChurnZero

MAY 31, 2019

It’s now been a full year since we first launched the churn monster blog series, can you believe it? This is when a customer who used to be your advocate or main point of contact at an account has left their role at the company, leaving you championless, making the likelihood of a renewal uncertain. Churn Monster #12: Championless.

Upselling 75

Upselling Accountability Customer retention Metrics 75

ChurnZero

APRIL 15, 2022

Use ChurnZero plays to increase license-based upsells. Create a license utilization segment for active (paid and/or freemium) accounts with 100% or more utilization in the last 90 days. Build an alert for the segment that notifies CSMs (and their manager) when an account enters the segment. Set up a play for the segment.

Accountability 98

Accountability SaaS Upselling Metrics 98

Nicereply

JANUARY 11, 2022

There are a lot of ways to help customers proactively, including educational webinars, in-app notifications, knowledge base articles, and more. They are also more receptive to upselling and suggestions. We just got a notification that you may have encountered a bug in the system when you tried to update your account information today.

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Customer Service Surveys Feedback Upselling 98

ClientSuccess

JULY 1, 2021

Ensuring everyone is on the same page is essential for customer success, and CSMs are often the quarterback of sharing account information. While customer success management in no way involves sales (this is more account management), it is a good idea for CSMs to have some comfort with having sales-focused conversations.

Upselling 52

Upselling Accountability Sales Management 52

ChurnZero

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? Q: Should you add a sales accelerator to the comp plan of CSMs who have more difficult accounts? Think: “We’ve handed you a hard set of accounts. tech ops, AWS, technical support).

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SaaS Metrics Accountability Technical Support 98

ClientSuccess

APRIL 28, 2021

When a customer account is moving smoothly, with no big issues or concerns, this may seem like a good thing to the discerning CSM. You can learn more about how to avoid getting ghosted by customers with these other resources from ClientSuccess : Webinar: Customer Success: The Everything Department. Toolkit: Customer Onboarding Toolkit.

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Upselling SaaS Metrics Accountability 64

ClientSuccess

DECEMBER 21, 2021

Customer lifetime value: measuring the total lifetime contract value of a customer, including upsells, renewals, and expansions, is what keeps the value of your business trending upward over time. Average number of engaged contacts: every customer account has a handful of key contacts or stakeholders driving your project on their side.

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Metrics Upselling B2B SaaS 100

CustomerSuccessBox

FEBRUARY 14, 2019

The major KPIs of a Customer Success Manager are: Increase Lifetime Value (LTV) of the customers (by upsells, cross sells etc). Source: Maranda Ann Dziekonski’s presentation in the webinar “ How to start a career in Customer Success ”). Create upsell opportunities. Upsell is one of the best ways to help the company grow.

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Management Upselling SaaS Sales 67

ClientSuccess

APRIL 13, 2021

While new features or functionality may require an upsell conversation, CSMs should leave these to account managers. You can learn more about establishing CSMs as executive assets with these additional resources from ClientSuccess : Webinar: Do the Best CS Leaders Start as Front-Line CSMs? Toolkit: Team Leadership Toolkit.

Upselling 52

Upselling SaaS Best practices Accountability 52

Totango

SEPTEMBER 24, 2020

Customers seek out your product as a solution to a problem and a path to growth, and your ability to deliver on that promise, right from the outset, is key to ensuring they stay satisfied and continue growing their relationship with you through repeated renewals and upsells. Leveraging an Early Warning System.

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Enterprise Upselling Accountability Metrics 78

Nicereply

APRIL 30, 2020

Cross-sell & Upsell, but first, answer the query. One of the good upselling models could be to offer the try something for free (limited time). Here comes a good upselling option. When can you upsell/cross-sell? Customer support forms the primary touchpoint with your users. But the story doesn’t end there.

Sales 69

Sales Customer Service Upselling CRM 69

ChurnZero

NOVEMBER 18, 2022

In our webinar, “ Convincing your CEO to invest MORE in Customer Success ,” Jeff shares how to win more budget for your CS team by backing up your requests with the right research and data. It’s one of our blog posts from last month, and it’s on my LinkedIn profile. With enterprise managing accounts, I do 80/20.

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Finance Education Sales Accountability 98