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

MARCH 2, 2021

CSMs are focused on helping clients reach their platform or product-specific goals while AEs are focused on upsells and/or renewals. . CSMs typically gauge success on metrics like usage rates and NPS scores while AEs are driven by bottom-line revenue goals. . Here are three important differences between CSMs and AEs: 1.

Accountability 62

Accountability Management Upselling SaaS 62

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. Measure customer success metrics for meaningful insights. Take a proactive approach to problem-solving before issues arise.

Benchmark 80

Benchmark Upselling Education Best practices 80

ClientSuccess

OCTOBER 25, 2022

Highlight key wins, metrics, and data that showcase how your platform has helped the customer reach their strategic goals. Discuss potential upsell opportunities, growth ideas, and new ways for the customer to continue to innovate with your product. . Wins: Where has the customer met or even exceeded their goals on your platform?

Accountability 74

Accountability Upselling Metrics Sales 74

ClientSuccess

NOVEMBER 2, 2022

Go beyond just conceptualizing this information by tracking detailed metrics and data points to build a holistic picture of customer satisfaction and health. You can learn more about implementing customer retention efforts with these additional resources from ClientSuccess : Webinar: How to Build Customer Relationships that Unlock NRR.

Customer retention 70

Customer retention Upselling SaaS Accountability 70

ChurnZero

JANUARY 25, 2024

CS teams are increasingly involved in the entire customer journey, not only shaping the customer experience but directly influencing revenue outcomes through renewals, upsells, and cross-selling. In 2024, tracking these metrics and demonstrating their impact are essential skills for CS professionals.

Education 52

Education Upselling Consulting Consulting 52

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.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

Totango

SEPTEMBER 11, 2020

As a result, businesses can build better client communication, create enticing offers for upsell opportunities, and meet overall business goals in a more reliable manner. . In other cases, links to webinars, product training videos, or an appointment time with a CSM for help going over a feature could be useful.

Upselling 81

Upselling Enterprise Healthcare Metrics 81

JustCall

APRIL 4, 2023

In this blog, we will explore 10 remarkable inbound call center sales techniques and training methods that can help your business succeed. You can create a rich repository of blog posts, ebooks, webinars, and other forms of educational material. However, a call center is only as effective as its sales techniques and training.

Call Center 52

Call Center Sales Inbound sales Upselling 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.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Totango

AUGUST 21, 2020

All of the same core data and metrics driving our Totango solution are also shared through SAP4Me. As mentioned in the Webinar, we are also enabling partners on the playbook and methodologies to drive like experience. SC: Our business case includes measurement of renewal, upsell, NPS and productivity over a 5 year period.

Upselling 115

Upselling Accountability Metrics SaaS 115

JustCall

APRIL 3, 2023

In this blog, we’ll learn how. This includes tracking usage metrics and identifying areas where the customer can benefit from additional features or services. 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

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. Customer net retention is the total number of customers who do not churn year over year. Want to learn more?

SaaS 69

SaaS Customer retention Upselling Accountability 69

Totango

OCTOBER 6, 2020

To help further your understanding of these important differences, this article will breakdown the customer success vs. customer support dynamic and outline how prioritizing a proactive approach towards client relations can empower you to prevent churn, create value, increase the likelihood of renewal, and encourage upsells/cross-sells.

Customer Support 106

Customer Support Customer advocacy Construction Enterprise 106

Totango

JULY 8, 2021

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. Invite all users to training webinars. One of the key tasks of a customer success team is reporting on key customer success and health metrics.

Upselling 65

Upselling Accountability Customer retention Metrics 65

ClientSuccess

APRIL 28, 2021

If you realize that your customers are ghosting right when big conversations – like renewals and/or upsells – are supposed to take place, knowing there is an executive check-in around the corner can help appease a little of your panic. Track your product usage metrics accordingly. .

Upselling 64

Upselling SaaS Metrics Accountability 64

ClientSuccess

JUNE 15, 2021

From planning onboarding and implementation to facilitating new product or feature training to working with sales on renewals and upsells, CSMs often have a ‘catch all’ of responsibilities. All customer success metrics in one place: Managing long-term customer relationships cannot be done without data to support key strategic decisions.

Upselling 52

Upselling Accountability SaaS Metrics 52

CustomerSuccessBox

NOVEMBER 19, 2018

Even if a customer waits for the onboarding to get over, the chances of renewals and upsells decrease with time because everyone wants to achieve early value and get to product adoption. So, the goal of your CSMs in 1 : Many is to remove barriers to success and identify the at-risk metrics. No one wants to wait forever to get results.

SaaS 72

SaaS Metrics Benchmark Upselling 72

ChurnZero

MAY 31, 2019

It’s now been a full year since we first launched the churn monster blog series, can you believe it? Upcoming Webinar. They spend countless hours establishing key performance metrics and enforcing the appropriate disciplines so their marketing and sales teams can bring in leads and close deals to drive revenue and growth.

Upselling 75

Upselling Accountability Customer retention Metrics 75

Nicereply

FEBRUARY 2, 2024

Preferred content formats : How to present information in a manner that resonates with your audience, whether it’s through articles, videos, webinars, or other means. You can only succeed with your customer success initiatives by actively tracking the right customer metrics and sharing the data with other departments in the organization.

Education 59

Education Accountability Customer retention Journey mapping 59

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? Track and analyze customer metrics. Customer support forms the primary touchpoint with your users.

Sales 69

Sales Customer Service Upselling CRM 69

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.

Enterprise 78

Enterprise Upselling Accountability Metrics 78

ClientSuccess

AUGUST 14, 2019

Successfully executing a well-planned CSM compensation strategy depends on who owns revenue-generating KPIs and milestones related to a customer account, such as renewals, upsells, and new user expansions. Make sure outside client metrics are clearly defined for all CSMs, if applicable. . Stay on top of CSM compensation with data.

Best practices 40

Best practices Metrics Upselling SaaS 40

ClientSuccess

NOVEMBER 26, 2018

While many customer success managers (CSMs) are well-versed in the day-to-day activation and implementation conversations with customers, introducing them to additional services, turning them into advocates, and having upsell conversations, their customer marketing strategies and results can often fall short.

Marketing 56

Marketing Upselling SaaS Customer retention 56

Amity

APRIL 7, 2017

In this blog, I am going to show how other customer success executives demonstrate the value of their team to management and the board of directors. For example, if your company’s main goal is growth, identify key metrics that support achieving higher revenues. Register for the webinar! Step 2: Metrics.

Chief Customer Officer 67

Chief Customer Officer Metrics Consulting Consulting 67

CustomerSuccessBox

JANUARY 24, 2019

On the other hand, customer success department is responsible for reducing churn (which in turn increases the LTV of the customers) and also upsells and cross-sells (which brings in additional revenue). Both the departments are measured on totally different metrics. Customer success department is success oriented.

Customer Support 67

Customer Support Upselling SaaS Transportation 67

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. I’d look at efficiency metrics and profitability.

Finance 98

Finance Education Sales Accountability 98

ChurnZero

APRIL 26, 2019

A successful HR manager leverages metrics to forecast, track and report on new employee onboarding. As a Customer Success leader, metrics are nothing new – they dictate the long-term goals and performance of your team. Even if you lack an HR team, consider what metrics can be applied to a newly onboarded employee.

Coaching 58

Coaching Metrics Upselling SaaS 58

Totango

JULY 24, 2020

You cannot schedule an upsell engagement at a predetermined time in the customer journey. That support could take the form of additional training or materials such as webinars, or it could be an in-product solution that doubles as a ready upsell. Instead, you have to watch for a need to arise and then proactively fill it.

B2B 62

B2B Enterprise Best practices Upselling 62

ChurnZero

APRIL 15, 2022

Use ChurnZero plays to increase license-based upsells. Here’s how SalesIntel uses ChurnZero to track license usage and automate actions based on those metrics with their license-based play. The team uses the links within the welcome email to define training webinar topics. Want to learn how other CS teams use ChurnZero?

Accountability 98

Accountability SaaS Upselling Metrics 98

ClientSuccess

OCTOBER 2, 2019

An Account Manager (or AM for short) goes after existing customers with the goal of renewing, cross-selling, and upselling the company’s product. The role is present in many businesses, but its goals are based on sales quotas, rather than an intimate knowledge of the metrics tied to a customer’s position in the marketplace.

Accountability 47

Accountability Management Upselling SaaS 47

Talkdesk

SEPTEMBER 1, 2017

To discuss contact center analytics and how your team can use them to treat customers better, we invited Simon to co-host the Uncovering the Power of Reporting and Analytics webinar with us earlier this week. For both metrics, shorter is better. Customer Satisfaction — This is probably the most important metric to track.

Contact Center 41

Contact Center Analytics Abandon rate Metrics 41

ClientSuccess

SEPTEMBER 26, 2019

A Marketing Metrics study found that if a customer has made at least one purchase in the past, they’re 60% more likely to purchase from you again in the future. Closely monitor customer health metrics on a regular basis. . Tip: Be sure to check out our Ultimate Guide to SaaS Customer Success Metrics !) .

Customer retention 49

Customer retention Metrics SaaS Upselling 49

Totango

AUGUST 14, 2020

Ideally, this long-term partnership will see your customer reach milestones with your help, expand their use of your product, and upsell or cross-sell in other ways. Customer success teams use a customizable range of metrics to create a live account of customer status called the customer health score. Get started for free today.

Enterprise 76

Enterprise Feedback Upselling Accountability 76

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. Share knowledge and socialize customer performance and its results with the rest.

Upselling 19

Upselling Best practices Engineering Coaching 19

ChurnZero

OCTOBER 4, 2019

It’s time for another installment of our blog series where we spotlight a Customer Success professional and get their take on the industry as well as get to hear some of their top tips they’d like to share. Join the webinar to learn: Why most onboarding efforts are ineffective and do not set your customers up for success with your software.

Upselling 40

Upselling Accountability Metrics Customer centricity 40

SmartKarrot

JANUARY 6, 2023

Adoption pack, webinars, user groups, product updates, knowledge base, training materials, customer promotional tools, etc. Encourage the team to get customers to document and share success stories, such as case studies, blogs, referrals, and webinars. Actively train the team on the playbook and reinforce plays as appropriate.

Upselling 19

Upselling Analytics Sales Metrics 19