ProProfs Blog

DECEMBER 27, 2020

To make sure your efforts are reaping benefits, track metrics such as number of new visitors, percentage of new visitors vs. overall visitors, and number of new direct visitors. To make sure your efforts are reflecting expected results, track metrics such as: New leads generated. Troubleshoot any confusions. Returning direct visitors.

Journey mapping 148

Journey mapping Education B2B Sales 148

Totango

DECEMBER 12, 2019

They define a clear way to track the customer experience, measure it against proven metrics, increase value, and reduce churn. . Each stage of the customer journey can be broken down into a series of practical goals and KPIs. Metrics such as product access, usage time, and feature usage can guide engagement efforts. .

Management 64

Management Enterprise Best practices Benchmark 64

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!

Upselling 52

Upselling SaaS B2B Metrics 52

ClientSuccess

SEPTEMBER 3, 2020

Ideally, most objectives are quantitative and aligned to the important KPIs of the business (retention, upsell, cross-sell, NPS, # of case studies, etc.). For both KPIs, I’d focus on revenue – core revenue retention (excluding cross-sell & upsell) and revenue expansion (up-sell and cross-sell). Variable Split.

Management 111

Management Upselling Sales Accountability 111

SmartKarrot

JANUARY 13, 2023

Proactively work with the sales team on upsells and expansion opportunities while mitigating potential churn risks. You’ll participate in webinars and the creation of case studies, present at company meetings, and write blogs and articles. Leading on and feeding into the Customer Success strategy and best practices.

Upselling 19

Upselling Best practices Engineering Coaching 19

CustomerSuccessBox

NOVEMBER 24, 2021

Relevant content can include various resources like blog posts, videos, case studies, podcasts, webinars, etc. It is the perfect way to show that you want to provide them with the best value that they can. The tool auto-generates risk and upsell alerts to draw a success manager’s attention. Anticipate customer needs.

Upselling 52

Upselling Feedback Customer advocacy B2B 52

SmartKarrot

APRIL 20, 2022

Role: Customer Success Director Location: Remote, United States Organization: Hunt Club As a Customer Success Director, you will develop the playbook for delivering a world-class customer experience (cadence for update meetings, success metrics, surveys, tokens of appreciation, etc.). testimonials, case studies).

Upselling 19

Upselling Best practices Accountability Sales 19

SmartKarrot

MAY 13, 2022

Scale the CS team to the needs of the business including, but not limited to, building capabilities around program strategy, solution-based selling, upsell, relationship building, identifying necessary roles & responsibilities needed to improve the customer experience (analytics, etc.). Generating customer references and case studies.

Upselling 19

Upselling Customer centricity Best practices Accountability 19

SmartKarrot

AUGUST 26, 2022

Do the work of winning renewals and driving expansion and upsell. Track customer metrics and maintain customer health scorecards with clear action plans. Ensure customer success by driving adoption, managing customer relationships, conducting business reviews, and sharing best practices.

Best practices 19

Best practices Upselling Analytics Coaching 19

SmartKarrot

FEBRUARY 1, 2022

Oversee customer onboarding, strategic business reviews, success plans, contract renewals and upsell opportunities. Own metrics related to the successful onboarding, retention, and growth of Teampay customers. Provide regular reporting to the leadership team on metrics, goal attainment, programs, and customer feedback.

Accountability 19

Accountability Healthcare Upselling Metrics 19

SmartKarrot

NOVEMBER 17, 2022

Measure, track, analyze and report key account metrics. Map and benchmark competition and share best practices. Upsell services and products. Assist in creating case studies and use cases. Analyzing industry and market trends. Assist customers with setting up and navigating projects or products.

Benchmark 19

Benchmark Accountability Upselling Engineering 19

SmartKarrot

OCTOBER 27, 2022

Conduct detailed customer workflow analysis and identify customer success metrics. Provide best practice recommendations, identify any roadblocks, and partner with the customer to reach desired outcomes. testimonials, case studies). Identifying Cross Platform Opportunities and liaise with the Go-to-market team.

Upselling 19

Upselling SaaS Coaching Best practices 19

Amity

MAY 25, 2016

What they really rely on us to do is provide those best practices and say, “This is what you should/shouldn’t be doing” -- and our structure really allows us to accomplish that. ” Our team is talking to their customers and supporting them by offering best practices, tips, and tricks.

Best practices 90

Best practices Metrics Sales SaaS 90

SmartKarrot

APRIL 28, 2021

Continually engage internally and cross-functionally to learn about new business applications, positioning the REEF brand and upselling new opportunities to clients. Assemble the processes, tools, metrics, people and culture needed to deliver exceptional performance and customer experiences. ????Develop

Real estate 10

Real estate Upselling Customer retention Accountability 10

SmartKarrot

DECEMBER 9, 2020

Enhance and continuously improve Calabrio customer success management methodology leveraging best practices and change management. Monitor and report to leadership on key Customer Success Management metrics; continuously assess and proactively drive efforts to enhance performance and ensure excellent customer satisfaction scores.

Enterprise 10

Enterprise Engineering Best practices Upselling 10

SmartKarrot

JUNE 15, 2021

Implement strategies to creates, influence, and improve Customer Experience Management via CXM platforms and industry best practices. Improve customer referenceability, deliver case studies and POVs based on implementations. Working with Membership Manager to identify any upsell/cross-sell opportunities.

Upselling 10

Upselling Coaching Customer centricity CRM 10

CustomerSuccessBox

APRIL 3, 2022

It enables Customer success managers like you to deliver a consistent customer onboarding experience, improve retention and drive upsell We’re that excited to have you on board! To collect client tales, case studies, and testimonials, customer success teams collaborate with marketing. Hope you’re good to go.

APIs 52

APIs Accountability SaaS Marketing 52

SmartKarrot

MAY 21, 2021

Develop and share metrics to measure the effectiveness of Customer Success in meeting company and team goals. Track, analyze, and report on Customer Success metrics across the organization. Consult with clients and guide best practices & quantitative measurement of success approach.

industry standards 10

industry standards Metrics Upselling Enterprise 10

SmartKarrot

DECEMBER 7, 2020

Identify opportunities for continuous improvement and learn from best practices in the industry and bring them to the greater Skybox community. Analyze customer outcomes by communicating with customers, report customer health metrics, live and breathe NPS, and gather feedback via Intercom and other sources. Apply here: [link].

Upselling 10

Upselling Employee engagement Education Best practices 10

SmartKarrot

JANUARY 28, 2021

Monitor a set of portfolio KPIs to alert yourself and the team to the potential risk for churn and opportunities for upsell. Continually improving the effective running of Customer Success – the playbook, metrics, tooling and templates with an eye on automation. Identify expansion and upsell opportunities. Apply here: [link].

Upselling 10

Upselling Customer advocacy Enterprise Accountability 10

Amity

NOVEMBER 25, 2014

Over three or four years of working in the cloud – in the “early days” – I recognized a need for a role that wasn’t sales (selling) or support (technical issues) but focused on best practices in using your product to help their business (and yours). Prove that product adoption is important and the financial metrics it will drive.

SaaS 48

SaaS Chief Customer Officer Upselling Accountability 48

SmartKarrot

OCTOBER 28, 2020

Develop and deliver “success plans” to key customers identifying stakeholders, milestones, metrics, and risks. Also, work to identify and/or develop upsell opportunities. Identify successful customers and turn them into advocates, measured by participation in reference calls, case studies, webinars, and blogs.

Best practices 10

Best practices Upselling Accountability Enterprise 10

ChurnZero

DECEMBER 20, 2019

Being able to have difficult conversations with customers, being able to lead customers proactively, and being able to have metrics-driven conversations is what the new Customer Success Manager (CSM) is expected to achieve. Advice from Customer Success Experts: Best Practices for Year-End Planning eBook.

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

SmartKarrot

MAY 19, 2020

This is an emerging field and there is no standard criteria defined so far that fits the best practices of CSM for all kinds of companies yet, based on what I have researched so far about this role, I have documented the essential client success manager skills in this article that a CSM should possess in order to thrive in this role.

Management 10

Management SaaS Upselling Metrics 10