Totango

APRIL 2, 2019

To be sure your customers are doing well, send regular communications such as emails, in-application messages, or educational content. This is also a good time to add upsells to accounts that have high customer health scores. That way, your team can immediately take advantage of upsell opportunities and repair low health scores.

Journey mapping 105

Journey mapping Upselling Accountability Feedback 105

Totango

DECEMBER 3, 2020

Looking back at the 2020 Customer Success Salary Report , this year has also had a particularly influential effect on the Customer Success (CS) Industry. CS professionals now attest that their bonus structures are tied to company performance, renewals, net retention, upsells, and account health. .

Upselling 64

Upselling Accountability Enterprise Metrics 64

ChurnZero

OCTOBER 1, 2022

Even though CSQLs have a lower customer acquisition cost, faster rate of return, and high close-rate, says Tony D’Auria, industry principal at Valuize, a customer lifecycle consultancy. Q: Should CSM roles close upsell deals? But they stop short of extending that same support to CS generate high-intent leads.

B2C 97

B2C Upselling B2B Accountability 97

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.”

Upselling 81

Upselling Enterprise Healthcare Metrics 81

SmartKarrot

OCTOBER 25, 2023

In the dynamic world of business, the role of a Strategic Account Manager (SAM) goes beyond onboarding and tracking usage. Understanding their industry is just the starting point. Dive into the nuances – What are the industry trends? Sidestep this pitfall by adopting an educational approach.

Accountability 10

Accountability Construction Upselling Education 10

ChurnZero

SEPTEMBER 8, 2021

A year has gone by since the COVID-19 pandemic shuttered doors to in-person conferences, and the industry responded accordingly by converting most live events into virtual experiences. Today, the industry is starting to meet face-to-face again as vaccines are being distributed across the country. Register for BIG RYG DC here.

Personalization 52

Personalization SaaS Upselling B2B 52

JustCall

APRIL 3, 2023

Account management: The customer success team also manages customer accounts and ensures that they are getting the most value from your product or service. Renewals and upsells : Another important area of responsibility for the customer success team is driving customer renewals and identifying opportunities for upsells.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

CustomerSuccessBox

FEBRUARY 28, 2022

The LAER (Land, Adopt, Expand, Renew) model was developed by Technology Services Industry Association (TSIA). Some key points to consider at this stage in the LAER model are: Continue to educate customers about new product features and coach them on how to use the product more effectively. The steps for account expansion are as below.

Upselling 52

Upselling Customer advocacy SaaS Education 52

Totango

AUGUST 21, 2020

And we’re helping to educate the partners on that we’re providing better data and insights so they have some of the same kind of insights we have about customers. . As Keith also shared, the field was hungry for this opportunity to collaborate and have easy access and visibility to their broader customer and account team.

Upselling 115

Upselling Accountability Metrics SaaS 115

CSM Practice

FEBRUARY 24, 2020

Guessing has no place in a changing customer success industry. 1. Average Revenue Per Account (ARPA). The Average Revenue Per Account is a profitability metric that assesses your company’s revenue per customer account, usually calculated on a yearly, quarterly, or monthly basis. 2. Annual Recurring Revenue (ARR).

Metrics 52

Metrics Upselling SaaS Accountability 52

Totango

AUGUST 18, 2022

In the SaaS industry, onboarding is the process of guiding a new customer through the steps they need to start using the product they just purchased. Assigning account managers. Activating accounts. Educating the customer on how your platform can support their business goals. What Is the Client Onboarding Process?

Journey mapping 93

Journey mapping SaaS Upselling Enterprise 93

Andrew Mcfarland

SEPTEMBER 23, 2022

As an Account Executive (AE), you’ll work to connect qualified leads with account executives. An Account Executive must measure pipeline revenue, velocity, and close rates. For example, account executives can find hidden gems within the customer base and recommend products based on their needs.

Sales 48

Sales Outbound sales Inbound sales Accountability 48

CSM Practice

FEBRUARY 24, 2020

Even though it doesn’t take the level of engagement into account, it is infinitely better than tracking logins. Improving usage rates can lead to higher retention, expansion into additional features, lower churn, and easier upsells and cross-sells. The Foundation to Accountable Customers: [link]. Related Links.

Metrics 52

Metrics Education Upselling SaaS 52

Comm100

NOVEMBER 2, 2020

We have hand-picked some of the top chatbot examples to show you how you could use AI customer service bots across channels – 5 use cases across industries, plus one case study of how a chatbot resolved 91% of live chat inquiries. Industry: Banking and finance. Industry: Healthcare. Industry: B2B. Industry: Education.

Chatbots 59

Chatbots Customer Service Banking Healthcare 59

CSM Practice

JANUARY 13, 2021

For many startup companies, the renewal process usually begins with the personnel in charge of the account reaching out to customers to start the renewal conversation. Account review and summary of previous interactions. Account review and summary of previous interactions. Identify customer financial goals. Renewals Manager.

SaaS 98

SaaS Customer centricity Accountability Education 98

Education Services Group

MAY 23, 2022

There is something about meeting a new face from a company you haven’t heard of and uniting over kindred business obstacles that keep us from fully meeting our objectives, all in the spirit of sharing, uniting, and uplifting the industry—an initiative much easier to facilitate in person. Who owns the renewal and upsell/cross-sell process?

Upselling 52

Upselling Sales Marketing Management 52

ChurnZero

NOVEMBER 18, 2022

My job is to help, to educate, and to level up everyone across my org: new hires, folks right out of university, interns, individuals who haven’t had exposure to Customer Success, and my C-suite. Part of it is that we’re always talking about Customer Success education, awareness, and advocacy.

Finance 98

Finance Education Sales Accountability 98

SmartKarrot

OCTOBER 20, 2020

When it comes to the difference between customer success manager vs account manager, most of the companies mistake account manager as a traditional form of CSM. Customer success manager vs Account Manager. CS is a relatively new function that has come up with the growth of the SaaS industry.

Accountability 10

Accountability Management SaaS Upselling 10

TeamSupport

AUGUST 17, 2020

Profit center: Tickets in the B2B industry are important touchpoints in customer relationships. Assign the ticket to an agent who is familiar with that account and let them suggest the right course of action. After all, leadership cares mainly about how many tickets we closed today, not how many problems we solved.

B2B 59

B2B Self service Upselling Customer Support 59

Totango

OCTOBER 29, 2019

They must know how to educate customers so that they will receive value from the product quickly. Qualities of an ideal CSM include: Extensive product and industry knowledge. If you only check in with customers weekly or monthly, one representative can handle many accounts. Onboarding. Customer advocacy. Customer support.

Upselling 61

Upselling Feedback Customer advocacy Accountability 61

Amity

NOVEMBER 27, 2017

Gary’s background is in the wine industry, which got me thinking about the way we talk about Customer Success primarily in the context of the SaaS industry - understandably so, as this is where its roots lay. Pause for a moment and try to think of an industry where helping clients succeed doesn’t apply.

SaaS 71

SaaS industry standards Upselling Education 71

SmartKarrot

NOVEMBER 29, 2021

Become the AtoB expert and educate your customers on best practices regarding AtoB. Actively identify and close expansion opportunities (upsell) that align with the customer’s needs. Become the AtoB expert and educate your customers on best practices regarding AtoB. Apply here: [link].

Upselling 19

Upselling Education Best practices Government 19

Mindtouch

OCTOBER 23, 2017

According to major industry research firms (Gartner, Forrester, etc.), Renewals and upsells matter more. Companies are increasingly adopting subscription-based business models so customer renewals and upsell metrics beat any cost-saving KPI. Changing Interfaces and Channels. This third wave of innovation is different.

Self service 65

Self service Upselling SaaS Customer Support 65

SmartKarrot

JUNE 13, 2023

Determine chances for upselling and create an upselling funnel using the current client base, and build relationships with the important parties whose client accounts you handle, assist in maintaining and improving those relationships and systems. Apply here: [link] Role: Sr.

Upselling 19

Upselling Marketing Accountability Education 19

CSM Practice

APRIL 13, 2021

They are also in charge of setting up interactions like Quarterly Business Reviews (QBRs), customer education, and helping customers implement as many features as possible. Customer success managers often encounter obstacles and pressure in retaining and keeping numerous accounts. Define the strategy for each significant account.

Management 52

Management Customer retention Upselling Accountability 52

CustomerSuccessBox

MAY 18, 2022

So has the customer success industry and the content around the space! A dedicated AI-powered customer success platform aiding SaaS firms to onboard, retain, upsell and drive MRR. Suggested blog : Account Expansion: If You Want To Grow Fast, Do This…. Time doesn’t stop by the door and we move along with it. CustomerSuccessBox.

SaaS 52

SaaS Upselling Education Customer retention 52

SmartKarrot

DECEMBER 6, 2022

Nurture relationships with key contracts in critical accounts. Monitor KPIs, and share industry trends, opportunities, channels, products, etc. Contribute to the knowledge base, training videos, and other educational collateral. Support contract renewals upsell and cross-sell the products and services.

Coaching 19

Coaching Education Government Upselling 19

Amity

SEPTEMBER 25, 2017

I started early on in a blue-collar, manufacturing background doing account management and account services. I then lived in Mexico for a year and did some account management there, which I continued to do when I returned to Michigan. We regularly look at CSAT, NPS, retention, upsells, health score, and churn.

B2C 0

B2C SaaS Accountability B2B 0

JustCall

FEBRUARY 11, 2022

As with preparation for any type of job, getting clarity on all the sales opportunities in the industry is important. To simplify things, here’s a list of the different types of sales positions in the industry: Sales Associate. Educating customers about promotions and opportunities. Availability to work flexible hours/shifts.

Sales 52

Sales B2C call center software B2B 52

SmartKarrot

JUNE 2, 2023

By making clients’ sales tax application clear, you can educate and empower them. Gain a thorough understanding of your clients’ industries and do health checks. Create a network of champions within each account using coaching, education, and powerful influencing abilities. Whitespace potential for upselling.

Education 19

Education Upselling Consulting Consulting 19

Amity

DECEMBER 14, 2016

In the always-on world of SaaS, the role of customer success varies across companies and industries. Others manage subscriptions, software usage, renewals, upsells and other parts of the sales process. If these first two items are going well, my other responsibilities, which include renewals and account growth, are much easier!

Management 84

Management Finance Enterprise Accountability 84

Amity

JANUARY 30, 2019

They are the advocates of your customer base and provide critical feedback on your product, service and industry trends. Account Management / CS Sales. Do you have cross-sell or upsell opportunities with your product? The content that your education team produces can positively impact many stages of the customer journey.

Education 61

Education Engineering B2C Technical Support 61

SmartKarrot

OCTOBER 7, 2021

Identify cross-sell and upsell opportunities in order to maximize revenue from existing customers. Understand the customers’ business models and industries to best position adaptive insights to support their business goals. Motivate your team to create opportunities to upsell value-added services. Apply here: [link].

Upselling 19

Upselling Customer advocacy Enterprise Coaching 19

CSM Practice

FEBRUARY 24, 2020

Even though it doesn’t take the level of engagement into account, it is infinitely better than tracking logins. Improving usage rates can lead to higher retention, expansion into additional features, lower churn, and easier upsells and cross-sells. The Foundation to Accountable Customers: [link]. Related Links.

Metrics 52

Metrics Education Best practices Accountability 52

CSM Practice

FEBRUARY 24, 2020

Even though it doesn’t take the level of engagement into account, it is infinitely better than tracking logins. Improving usage rates can lead to higher retention, expansion into additional features, lower churn, and easier upsells and cross-sells. The Foundation to Accountable Customers: [link]. Related Links.

Metrics 52

Metrics Education Best practices Accountability 52

CustomerSuccessBox

NOVEMBER 2, 2021

You share educational materials on the product. This is also the preferred method for high-priority accounts. Complete Account Information : Customer company name, the industry they are in, product-market fit, company size, and contract information. Also share other resources that can help the customer.

Sales 52

Sales Engineering Upselling Customer retention 52

SmartKarrot

OCTOBER 18, 2022

Lead pitches to cross-sell and upsell new channels and features that meet client needs to achieve client KPIs. Client Training (facilitating educational programs) in sales and trading to support knowledge and advocacy of the MediaMath platform. Cross-sell and upsell the products to drive customer growth.

Upselling 19

Upselling Metrics Education Feedback 19