JustCall

APRIL 3, 2023

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

Education Services Group

NOVEMBER 22, 2021

Key metrics to Include in a customer health score. Health scores can also easily enable CSMs to identify their most successful customers — the ones who are most likely to be open to upsell conversations and the most willing to become customer references, provide testimonials, or participate in case studies. Let’s dive in.

Upselling 52

Upselling Metrics Enterprise Feedback 52

ChurnZero

AUGUST 14, 2020

Know exactly how customers use (or don’t use) your product and analyze usage trends over time by capturing feature and page events as well as time-in-app metrics and online status monitoring at the contact and account level. Track free-trial users for upsell opportunities to convert to paid users. Webinar Software. Who owns it?

CRM 87

CRM Finance Upselling Accountability 87

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. It can include: Customer Feedback: What anecdotal feedback has been collected by the extended customer team and surveys such as NPS and CSAT?

Upselling 65

Upselling Accountability Customer retention Metrics 65

Totango

AUGUST 12, 2020

As customer lifetime value is now spread out over years of renewals and upsells, customer retention and customer success efforts must be seen as a shared value across the enterprise. That means you will need resources such as training walk-throughs and webinars for low-touch customers and personal training sessions for high-touch customers.

SaaS 87

SaaS Upselling Enterprise Best practices 87

Totango

MARCH 10, 2020

Prioritize Escalations and Cherish Feedback. Prioritize Escalations and Cherish Feedback. Direct Voice of Customer information usually arrives in two forms; in response to feedback requests and through escalations. To do that, we can use these 5 customer experience tips: Turn Customer Hopes into Personal Goals.

Customer Experience 93

Customer Experience Upselling Feedback SaaS 93

JustCall

APRIL 4, 2023

You can create a rich repository of blog posts, ebooks, webinars, and other forms of educational material. So, make sure to: Track website traffic Analyze customer behavior Monitor sales metrics By using data to inform your sales strategy, you can improve your performance and make data-driven decisions.

Call Center 52

Call Center Sales Inbound sales Upselling 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

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

CustomerSuccessBox

SEPTEMBER 2, 2021

CAC is an important metric for growing businesses to determine profitability and efficiency. In this article, I will explain why the CAC metric is important, how you can measure and improve it. CAC is an important metric when determining customer success. Additional Resources: 7 customer success metrics to track.

SaaS 52

SaaS Metrics Advertising Sales 52

ChurnZero

DECEMBER 15, 2021

These metrics measure a customer’s product engagement, satisfaction, and renewal likelihood, among other factors. These can be set up to target just the right customers, at just the right time, with the most relevant upsell offers. They promote new content, webinars, events, all within the same channel.

Sales 98

Sales Marketing Accountability Surveys 98

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

ChurnZero

DECEMBER 29, 2020

The SaaS Debate: Who Owns the Renewal and Upsell? Whether Customer Success or sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. Top 4 Metrics Chief Customer Officers (CCOs) Must Know. Customer Success vs. Sales. To find out who wins, check out the recap.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

ChurnZero

OCTOBER 28, 2022

To get the rest of our findings, watch our webinar, 2022 Customer Success Study results revealed , in which our expert panel offers their take on the big trends, triumphs, and gaps across the industry. In the scaled model, we now have a monthly webinar on that topic, and we invite as many people as we can to it.

Best practices 52

Best practices Chief Customer Officer Sales Upselling 52

ChurnZero

SEPTEMBER 16, 2021

Track and Analyze Your Churn Metrics. Metrics you could track include: Customer usage behaviors — when do your customers log on, and for how long? Implement a Customer Feedback Loop. This sort of feedback can take the form of written reviews, customer interviews, surveys, or even monitoring online review portals.

Customer retention 52

Customer retention SaaS Education Feedback 52

Totango

JULY 24, 2020

Leverage Voice of Customer Feedback. You cannot schedule an upsell engagement at a predetermined time in the customer journey. Leverage Voice of Customer Feedback. Gathering Voice of the Customer (VoC) feedback is important, and acting on that information is equally important. Review and Enhance Features.

B2B 62

B2B Enterprise Best practices Upselling 62

CustomerSuccessBox

JUNE 5, 2019

Monitoring the right metrics, i.e., don’t mix support signals with product adoption signals. Acting on poor leading metrics till health score is good. A SaaS customer goes through acquisition, onboarding, retention, and upsell. Ultimately, you have to identify unmet needs so that you can upsell / cross-sell.

Best practices 89

Best practices Accountability SaaS B2B 89

CustomerSuccessBox

NOVEMBER 24, 2021

Relevant content can include various resources like blog posts, videos, case studies, podcasts, webinars, etc. The tool auto-generates risk and upsell alerts to draw a success manager’s attention. For example- for upselling to relevant customers, its require to know all license utilization metrics. Ask for it proactively.

Upselling 52

Upselling Feedback Customer advocacy B2B 52

ClientSuccess

MAY 8, 2017

For CSMs, usage can sometimes be a tricky metric to track and measure. If only a small number of individuals at a customer company are logging in on a regular basis and actually using the product, it can skew the metrics for an entire organization. Engagement, on top of usage, is a great way to gauge customer loyalty and affinity.

Upselling 42

Upselling SaaS Metrics Accountability 42

SmartKarrot

JUNE 22, 2020

Either by raising the price of the products for new customers, or upselling to your existing customers. For SaaS companies, SaaS Upsell rates is important and the latter is the key to generating revenue by keeping customer acquisition costs minimal, and thereby, unlocking growth opportunities. . Upselling is essential.

Upselling 10

Upselling SaaS Consulting Consulting 10

Amity

JULY 4, 2017

But there’s even more you can do to power up your Customer Health Score and NPS program when you integrate a customer feedback platform with your Customer Success Platform. From outcome metrics, to usage data, to engagements – there’s a lot of data out there to indicate how healthy your customer truly is. Take action.

Surveys 66

Surveys SaaS Feedback Customer advocacy 66

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. Escalation : Rapid, personalized, and inclusive responses to customer feedback and challenges can actually improve the customer relationship and your product.

Enterprise 76

Enterprise Feedback Upselling Accountability 76

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! Cheers, Reminder Invite to a Webinar. Sharing 3 months Product RoadmapTake your feedback on the product, processes, etc. Hope you’re good to go.

APIs 52

APIs Accountability SaaS Marketing 52

Nicereply

JUNE 18, 2020

If you let them go silently into the night, you’re missing out on a big opportunity for clear, unfiltered feedback. By keeping it open-ended they got specific, actionable feedback that they didn’t expect. Track the right metrics. Repeat Purchase Metrics. Baremetrics also automates a follow-up email to canceled accounts.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

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

Pointillist

JULY 25, 2018

What are the quantitative business goals that will influence the journey analytics project e.g., churn, retention, acquisition, cross-sell, upsell, purchase, rate of renewal etc.? Success Metrics for the Team. Success Metrics for the Project. You will need to establish metrics for measuring the success of employee training.

Analytics 93

Analytics Government APIs Metrics 93

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

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

Amity

JANUARY 27, 2016

• The Link Between Customer Success, Retention, and Upsells. Satisfied customers will have a positive impact on your bottom line because creating brand advocates leads to renewals and upsell opportunities. Expanding revenue from existing customers leads us to the topic of upsells. Ongoing and Expansion.

Upselling 57

Upselling SaaS Best practices Sales 57

Kayako

SEPTEMBER 15, 2016

Upsell – check! While relaxing your eye on your team’s customer service KPI metrics , also consider allowing your support agents to use more than just out-of-the-box solutions with your customers. Give feedback on their work. If you’re happy to face the public, arrange a webinar. Expressed empathy – check!

Customer Support 68

Customer Support Feedback Best practices Engineering 68

Lumoa

JUNE 28, 2018

Most companies aim to grow with some financial metrics. It’s not about selling or upselling but delivering exceptional value.” If you're inspired by HubSpot, you might want to check our upcoming webinar next week to find out how to spread customer-centric practices in your company. Chapter 4: Act. Not in HubSpot.

Customer centricity 64

Customer centricity Feedback Surveys Finance 64

SmartKarrot

NOVEMBER 30, 2022

Build relationships with key individuals and proactively follow up on their feedback and experience. Host and present in webinars, in-person events, and company events. Prepare regular account plans with key objectives using key account metrics. Conduct check-in calls, meetings, and various touchpoints with partners.

Coaching 19

Coaching Accountability Upselling Metrics 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.).

Upselling 19

Upselling Customer centricity Best practices Accountability 19

SmartKarrot

JANUARY 6, 2023

Adoption pack, webinars, user groups, product updates, knowledge base, training materials, customer promotional tools, etc. Listening to the Voice of Customer and providing this valuable feedback and sentiment to internal teams, to support initiatives to improve customer experience. Apply here: [link]. Apply here: [link].

Upselling 19

Upselling Analytics Sales Metrics 19

SmartKarrot

DECEMBER 19, 2022

Accountable for 100% customer retention; influence internal organization to deliver on contract metrics and exceed performance expectations. Provide clients with training and webinars. Provide client feedback internally. Manage and grow relationships with Key Clients (stakeholders).

Brand ambassadors 19

Brand ambassadors Upselling Education Accountability 19

ProProfs Blog

SEPTEMBER 13, 2019

What are the most essential SaaS customer service metrics? Two of the best ways to drive feature adoption are: by educating your customers (either through blog, webinars or any other type of content). Feature gates are a great way to both adopt users to use the new feature and upsell the bigger package: Source: Delighted.com.

SaaS 83

SaaS Customer Service Customer Support Best practices 83

SmartKarrot

APRIL 28, 2023

Create and carry out programmes in Marketo for a variety of channels, including email, the web, nurturing of in-products, field events, webinars, etc. Analysing client data and metrics to spot trends and prevent problems before they happen.

Upselling 19

Upselling Coaching Engineering Customer retention 19