Amity

MARCH 24, 2017

If you’re in business today with a recurring revenue model, of the biggest questions you must ask is “where are the gaps in my revenue engine?” Most companies have revenue engines that run on delicately intertwined gears of new logos, retention and upsell/cross-sell.

Accountability 56

Accountability Engineering Metrics Upselling 56

CustomerSuccessBox

MAY 16, 2022

A customer success tool is a software with in-built tools to provide a holistic view of your customer’s account health. These tools provide insights into various metrics that enable your Customer Success team to identify which customers need more assistance, or where there may be potential pain points.

Management 52

Management Upselling SaaS Accountability 52

Totango

JULY 12, 2022

That illuminated Check Engine light in your car, that slight ache in your tooth when you drink something cold, or that persistent feeling of exhaustion that you just can’t seem to shake. It leverages our Multidimensional Health model to help companies understand the health of their customers and engage accounts when their health changes.

Upselling 100

Upselling Customer centricity Engineering Accountability 100

ChurnZero

MARCH 31, 2023

If the vendor has been smart enough to collect aggregate data about how its customers use the product or service, it can also offer useful benchmark metrics to bolster that guidance.” In his words, second-order revenue stems from upsells, renewals, word-of-mouth and champion change. A case in point?

Benchmark 98

Benchmark B2B Accountability Consulting 98

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

CustomerSuccessBox

MAY 30, 2022

Now, the concern here is that as a CSM, you could easily overlook a ‘green’ customer account thinking it to be a healthy one! To identify a watermelon customer, the metric that would help you the most is instead the Customer Intent Score. Possibly, it can present a more accurate picture of the account’s health.

Upselling 52

Upselling Calibration Engineering Big data 52

ChurnZero

FEBRUARY 29, 2024

You’ll also unlock a goldmine of insights and signals that can predict customer behavior, identify potential churn, and uncover upsell opportunities. 2: How are people using AI to streamline communication, or gather results from various metrics? These summarization features are key right now. It really does depend on the use case.

Brand ambassadors 52

Brand ambassadors Upselling Metrics Engineering 52

ChurnZero

AUGUST 27, 2021

Customer Success (CS) is a core business function, and for some B2B companies, CS is a growth engine. This quota is met based on various metrics such as retention, expansion, and net renewal rate. The average CSM has between 16 and 200 active accounts at a time. This is a guest blog post by Shoshana Luria from PandaDoc.

Metrics 98

Metrics Upselling B2B Accountability 98

Totango

MARCH 12, 2021

From this vantage, the customer journey divides into a pre-sales buyer’s journey, which is driven by marketing and sales, and a post-sales customer journey, which is the responsibility of customer success teams and account managers. In the conversion stage, the most important metrics are sales conversions and sales revenue. Exit pages.

Journey mapping 66

Journey mapping Upselling Metrics Customer retention 66

Totango

DECEMBER 3, 2020

CS professionals now attest that their bonus structures are tied to company performance, renewals, net retention, upsells, and account health. . Account Health (Cited by 47% of Respondents): Customer health scores illustrate whether a client is ready for an upsell, at-risk of churning, or anywhere in between.

Upselling 64

Upselling Accountability Enterprise Metrics 64

CustomerSuccessBox

MARCH 14, 2022

This eliminates the need for users to go through a salesperson or engineer-led demonstration. There is more chance for upselling, cross-selling, and retention , as well as recurring revenue. Important PQL metrics to know. This is the time it takes for a new account to achieve PQL status. PQL to Paid Conversion Rate.

SaaS 52

SaaS Upselling Accountability Engineering 52

CustomerSuccessBox

AUGUST 22, 2019

Expansion revenue consists of upgrades, upsells and cross sells. Total MRR Expansion Revenue= Revenue from ( Upgrades + Upsells + Cross sells). Make sure you don’t add the revenue from new accounts in Total MRR Expansion Revenue. Pricing is a major way to engineer negative churn. Should you still focus on negative churn?

Upselling 56

Upselling SaaS Engineering Metrics 56

CustomerSuccessBox

JUNE 8, 2021

Manage all aspects of client onboarding, including gathering information from customers, conducting training and initial account setup. Drive Renewals and Upsells. Establish upsell and cross-sell playbooks to expand the organization’s footprint within the customer base. Own Key Metrics. Orchestration of various tools.

Upselling 52

Upselling SaaS Metrics Best practices 52

CSM Practice

MARCH 1, 2021

Currently, Ziv oversees numerous customer success managers, and Salesforce helps him assess the level of the relationship for each of those accounts. Salesforce helps them identify which regions have a better relationship with the accounts and which areas need assistance. How many customer success managers worked on a specific account?

Chief Customer Officer 52

Chief Customer Officer Upselling Accountability Government 52

Satrix Solutions

MAY 7, 2020

When software companies are seeking efficient ways to manage customer churn, some choose to monitor the health of their book of business by reviewing a few efficiency and productivity based metrics. Tracking metrics to reduce churn goes beyond monitoring unique logins. Issues and Time to Resolve.

Metrics 78

Metrics Upselling Surveys Engineering 78

CustomerSuccessBox

FEBRUARY 2, 2022

Extra Resource: How to do Effective account transitions in Customer Success. Find out who is: in charge of the key accounts, in charge of the team’s culture, and the innovator who is in charge of developing new processes and propelling the company forward. Yet they are frequently taken into account.

Upselling 52

Upselling Education Accountability Engineering 52

CSM Practice

SEPTEMBER 28, 2020

The challenge here was to show enough value to hit key metrics someone in the labs group would find of value while hunting for use cases for our solution on a company-wide scale. Scaling for us was landing and expanding within our existing accounts. Long-story short, managing renewals and upsell should never simply happen upon renewal.

Management 52

Management Upselling Engineering SaaS 52

CustomerSuccessBox

FEBRUARY 27, 2019

Most SaaS businesses have well defined product, engineering, marketing and sales teams. But someone needs to be responsible and held accountable for the results and ROI of customer success. At the start, it is not feasible to focus on several KPIs like retention, onboarding, upsells etc. So what should the focus be on?

Upselling 65

Upselling Chief Customer Officer SaaS Sales 65

CustomerSuccessBox

JANUARY 8, 2020

Customer success department’s responsibilities are slowly increasing to encompass several things like increasing LTV of customer base, reducing churn, providing references, case studies, customer stories to sales and marketing, providing feedback to product team, creating upsell opportunities, facilitating renewals, etc! Predictable Upsells.

Upselling 52

Upselling SaaS B2B Metrics 52

ChurnZero

AUGUST 27, 2021

Customer Success (CS) is a core business function, and for some B2B companies, CS is a growth engine. This quota is met based on various metrics such as retention, expansion, and net renewal rate. The average CSM has between 16 and 200 active accounts at a time. This is a guest blog post by Tamiracle Williams from PandaDoc.

Metrics 52

Metrics Upselling B2B Accountability 52

CustomerSuccessBox

JULY 29, 2020

CS teams should maintain consistency with the metrics (like retention, upsell, NPS) but the targets should be discussed to make them achievable in these times. Puneet suggested that no CS team runs on a single KPI but rather a set of KPIs like logo retention, MRR Retention, Upsell etc.

Upselling 52

Upselling Metrics SaaS APIs 52

CustomerSuccessBox

NOVEMBER 2, 2021

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. Customer Success : The metrics by which we will measure the value we are providing to the customer. Hand-holding at every step.

Sales 52

Sales Engineering Upselling Customer retention 52

JustCall

AUGUST 8, 2023

After all, it accounts for 31% of eCommerce site revenues. Source In addition to embracing the role of a recommender system, conversational AI can also unlock upselling and cross-selling opportunities. These metrics continuously monitor customer engagement and can trigger timely and proactive re-engagement campaigns to prevent churn.

Sales 52

Sales Upselling Revenue potential Customer centricity 52

ChurnZero

JANUARY 26, 2021

From technical support to renewals and upselling, this role might be one of the most confusing and misunderstood jobs in all of tech. . Finally, because this is a customer-facing tool, we won’t be using it to document internal strategies for engaging and growing a customer account. Simplicity is the name of Joint Success Plan game.

Management 98

Management Chief Customer Officer Upselling SaaS 98

CustomerSuccessBox

FEBRUARY 20, 2022

It is based upon the metrics which the business cares about. Read about: Common mistakes CSMs do while setting up Account Health! There is no perfect behavior exhibited to just calculate one metric. Was upselling the reason your outcome was based on? If you wonder, is this astrology? It’s certainly not!

SaaS 52

SaaS B2B Accountability Upselling 52

SmartKarrot

FEBRUARY 21, 2023

The case for a renewed focus on account management What is Account Management? Account management is the practice of providing customers with service, support and improvement opportunities to increase their consumption of a product or service and maximize retention, cross-sell and upsell opportunities within the customer base.

Accountability 10

Accountability Management SaaS Finance 10

Nicereply

MARCH 8, 2023

It’s straight from the horse’s mouth, which does something analytics can’t: take into account how your customers feel about your product. Cross-sell or upsell to existing customers. Metrics Customer service metrics measure more tangible data: the issues your customers are having, your resolution time, and your customer service quality.

Customer Service 52

Customer Service Journey mapping B2C Metrics 52

TRUSTID

DECEMBER 28, 2017

As a result, a total of 145 million customer accounts were compromised. Fallout of the Wells Fargo fake accounts scandal — A year following the banking giant’s bogus accounts scandal, the size and scope of its employee misconduct continued to grow. Updated reports found that the number of fake accounts jumped from 2.1

Contact Center 50

Contact Center Banking Wireless Call Center 50

ChurnZero

NOVEMBER 27, 2019

Metrics Aren’t Just for Board Meetings – The Value of Customer Metrics is Immeasurable . We often think about CS metrics as being interna l KPIs – after all, these figures surface in board meetings and other internal discussions. Premium Onboarding Packages A re an Important Part of Customer Success’s Evolution

Chief Customer Officer 75

Chief Customer Officer SaaS Metrics Education 75

SmartKarrot

JUNE 9, 2022

Create accountability across customer-facing teams by developing appropriate metrics and coordinating compensation and promotions with these metrics. Ensure their teams deliver efficiently in alignment with key partners in Sales, Product, and Engineering. Focus on achieving KPIs in customer rollout, engagement, and usage.

Upselling 19

Upselling Engineering Technical Support Metrics 19

Totango

SEPTEMBER 17, 2021

A free version of your product can be promoted on search engines and social media. Creates Upsell Opportunities. A free version of your product gives your sales team an opportunity to extend an upsell offer. Increases Opportunities to Promote Brand Awareness. Freemium Users May Not Convert.

SaaS 75

SaaS Best practices Upselling Journey mapping 75

Mindtouch

OCTOBER 23, 2017

If you’re contacting support, aren’t you already aggravated that you couldn’t find a resolution yourself through your favorite search engine or on the vendor’s website? What metrics matter to a well-run support team? Renewals and upsells matter more. Speak to a support agent via chat?

Self service 65

Self service Upselling SaaS Customer Support 65

SmartKarrot

MARCH 15, 2023

Role: Director, Customer Success Location: Houston, TX, United States (Remote) Organization: Innovapptive Inc As a Director of Customer Success, you’ll ensure great client happiness, adoption improvements, retention, and expansion, you should lead and manage the customer success team of strategic accounts.

Upselling 19

Upselling Engineering B2B Accountability 19

SmartKarrot

JANUARY 12, 2023

Report on key metrics to drive success in user support and in the development of strategies to scale. Manage account renewals for your customer base, collaborating with group managers on quarterly business reviews, retention strategy and upsell initiatives. Apply here: [link].

Technical Support 19

Technical Support Engineering Best practices Upselling 19

SmartKarrot

APRIL 5, 2021

Product-led growth metrics help teams like marketing, sales, customer success, and product engineering understand customers better. Product-led growth metrics offer a reporting system to help all teams navigate towards the same core. These metrics help you create a strategy to succeed. How to Measure Product-Led Growth?

Metrics 10

Metrics SaaS Upselling Education 10

Amity

MARCH 15, 2018

While renewals and churn are both important metrics you should be evaluating for long-term success, they are not the only ones you should keep an eye out for. In other words, what roles do Support Managers, Customer Success Managers, and Account Managers play in retaining the customers of the company? Where To Start?

Management 69

Management Metrics Accountability Surveys 69

ChurnZero

JUNE 3, 2022

VC and PE firms now ask founders about the metrics owned by CS teams, specifically NRR and GRR , within the first ten minutes of conversation. You Mon: Accountability. You’re accountable every day, every month, every year. However often your renewal cycle is, you’re accountable. The lightning round.

SaaS 52

SaaS B2B Upselling Metrics 52