Totango

AUGUST 16, 2022

Other types of apps that may support customer retention include software for dunning management, collecting user feedback, tracking customer loyalty and analyzing client behavior. Identifying customers in the market for upsell offers and referral invitations. Encouraging more significant product usage. Dunning Management: Profitwell.

Customer retention 100

Customer retention Upselling CRM SaaS 100

Totango

NOVEMBER 23, 2021

This, in turn, makes it difficult to intervene with customers who are at risk of churn, as well as challenging to spot upsell opportunities. You’re Having Challenges Collecting Customer Feedback. Customer feedback provides another important indicator of satisfaction and can offer an early warning of customers at risk of churn.

Upselling 92

Upselling CRM Revenue potential Feedback 92

Totango

AUGUST 14, 2020

Audience: When it comes to relaying feedback to internal stakeholders, what tools do you use to collect customer feedback, share it internally, and present it in a clear way? Collect & document feedback . Identify feedback provider and organization. As part of that we: . Map stakeholder type.

Accountability 156

Accountability Feedback Sales Upselling 156

Horizon CX

FEBRUARY 29, 2024

This article explores the implications of perfunctory customer service and the significance of infusing genuine care into customer interactions and examines how businesses can go the extra mile to make customers feel valued and appreciated. This can lead to higher turnover rates, decreased productivity, and a negative cycle of poor service.

Morale 52

Morale Customer centricity Upselling Feedback 52

Education Services Group

OCTOBER 31, 2023

Written by Colby Bock There are many posts and articles published by leaders in Customer Success that articulate an attempt to guide current and aspiring Customer Success Managers on their role. Simplify reporting so I can quickly focus on my accounts. Of course, this is natural and something we should expect from leaders.

Best practices 52

Best practices Finance Upselling Customer retention 52

Lumoa

APRIL 28, 2024

They offer you one space where you can collect all the customer feedback, analyze it, report it, and adjust your cx insights strategy by collecting. In This Article: Why You Need a Customer Experience (CX) Platform Platform Overview Which Platform Fits Your Needs? Lumoa turns the traditional approach upside down.

Feedback 83

Feedback Consulting Consulting Enterprise 83

JustCall

JANUARY 23, 2024

It consolidates all incoming messages from your business accounts into a single interface. It can show chats, emails, DMs, and even comments from the linked social accounts. We will cover how you can set up your own Shared Inbox later in this article. You will not need to alternate between different accounts and chat threads.

APIs 52

APIs Upselling Accountability Analytics 52

Totango

NOVEMBER 25, 2020

Feedback metrics like NPS and CSAT scores. Number of Accounts. Accounts with Open High Priority Tickets. Account Coverage. Equipped with this knowledge, CS teams can create more opportunities for upsells/expansions, as well as reduce churn rates. . View and Act on Feedback. Financial data. Sales history.

CRM 108

CRM Upselling Metrics Accountability 108

Quality Contact Solutions

JANUARY 27, 2022

The topic of increasing sales is so prevalent that thousands of books and articles are published. This is one of the more common techniques to increase the overall value of an account. These accounts already have the main product or service, and the cross-sell is an add-on item that will increase the total amount of the account.

Sales 98

Sales Upselling B2C Best practices 98

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. upselling to the most loyal customers) Process changes (e.g.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Totango

MARCH 4, 2022

In this article, we’ll take a look at the relationship between these two important ingredients for a successful SaaS business model. When delivered manually, it may be handled by dedicated customer service agents or by other company representatives, such as account managers and customer success managers. Use Customer Data Effectively.

B2B 93

B2B Customer Service Interactive Voice Response B2C 93

Totango

JULY 8, 2021

Many of the companies we talk to today all have the same challenge: they are sick and tired of firefighting their customer accounts. 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.

Upselling 65

Upselling Accountability Customer retention Metrics 65

SmartKarrot

OCTOBER 5, 2023

Businesses today strive to get growth from existing accounts and, the role of Enterprise Account Management has come to the forefront in that regard. In this article, we delve deep into creating an effective playbook strategy for Large -Scale Clients that can help you build and grow long-lasting relationships and drive revenue growth.

Enterprise 10

Enterprise Accountability Management Upselling 10

Nicereply

JANUARY 11, 2022

There are a lot of ways to help customers proactively, including educational webinars, in-app notifications, knowledge base articles, and more. In this article, we’ll focus on reach-out email templates for proactive customer service. They are also more receptive to upselling and suggestions. Head of Customer Service”.

Customer Service 98

Customer Service Surveys Feedback Upselling 98

CustomerSuccessBox

JUNE 20, 2022

Now that you’ve chosen to read this article, I suppose you are already aware of the weightage that the Customer Success function holds for your SaaS business. Customer Success tools come with features where you get segment-specific real-time account health so that you can act proactively upon risk signals and never let the churn surprise you!

Upselling 52

Upselling SaaS CRM Multi-channel support 52

ChurnZero

MARCH 24, 2023

For example, if you receive an end-user NPS response or notice a pattern in end-user NPS feedback that says, “I hate this product,” and then from the same account, you get decision makers or contract signers saying, “I love this product,” that’s a problem. Everyone started looking at the dollars and focusing on these upsells.

Upselling 98

Upselling Metrics SaaS Sales 98

ChurnZero

MARCH 24, 2023

For example, if you receive an end-user NPS response or notice a pattern in end-user NPS feedback that says, “I hate this product,” and then from the same account, you get decision makers or contract signers saying, “I love this product,” that’s a problem. Everyone started looking at the dollars and focusing on these upsells.

Upselling 97

Upselling Metrics SaaS Sales 97

Totango

SEPTEMBER 13, 2022

Expansion of product usage through upsells. Still, manual actions may be required for achieving certain objectives, particularly with high-touch accounts and for certain support tickets. Keep Your Playbooks Current by Measuring Impact and Incorporating Feedback. These include: Freemium to premium conversion. Onboarding.

SaaS 88

SaaS Upselling Best practices Customer retention 88

Totango

FEBRUARY 23, 2023

Chris suggests that measuring customer health is one of the most important performance indicators to determine whether an account, a segment, or your overall portfolio is healthy or at risk on their journey to success. There might be a sponsor change at a customer account. Look at the inputs, weighting, and results regularly.

Metrics 85

Metrics Upselling Accountability Enterprise 85

ChurnZero

DECEMBER 29, 2020

This article is a roundup of the not-so-obvious phrases you should avoid saying to a customer no matter how well-intentioned or deserved. A relic from bygone days of old-school Account Management, QBRs are a classic, but not timeless, practice; one that feels perfunctory and misplaced in today’s always-connected, data-enriched landscape.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

CustomerSuccessBox

MAY 9, 2022

The pros (new customer ARR, upsells) and cons (no new customer ARR, no upsells) should be highlighted on this Customer Success dashboard (downgrades and churn). We’ll go over the high-level Customer Success KPIs you’ll need on your dashboard to receive fast insights in this article. 360 Customer Success Dashboard.

Metrics 52

Metrics Upselling Customer advocacy CRM 52

Totango

AUGUST 18, 2022

In this article, we’ll cover what you need to know to create an effective onboarding checklist. Assigning account managers. Activating accounts. It also promotes higher product usage, increases the likelihood of upselling purchases and encourages customers to become enthusiastic brand advocates. Completing profiles.

Journey mapping 94

Journey mapping SaaS Upselling Enterprise 94

SmartKarrot

MAY 12, 2023

In today’s highly competitive business landscape, managing and nurturing key accounts has become a critical aspect of organizational success. Key Account Management (KAM) is a strategic approach that focuses on developing long-term, mutually beneficial relationships with a select group of high-potential customers.

Accountability 10

Accountability Management Revenue potential Upselling 10

Totango

OCTOBER 20, 2022

CSMs act as the voice of the customer bringing user experience feedback to the product team. Customer success managers are critical at SaaS companies, where they help deliver results that promote subscription renewals and upsells. CSM role duties may vary by company. What Makes a Good Customer Success Manager? Problem-Solving.

Management 92

Management Upselling Coaching Best practices 92

Lumoa

MARCH 12, 2023

But customer feedback and insights are often the least accessible information in a business. Companies rarely have processes in place to regularly collect feedback. In This Article: What is a customer experience platform? Feedback from all of these sources is gathered in one place. The result?

Customer Experience 83

Customer Experience Journey mapping Analytics Consulting 83

Nicereply

MAY 16, 2023

A resource email template can include links to tutorial videos, articles, and frequently asked questions. Your signature] Here’s an example from Restream: Upsell Email Template When it comes to growing your business , cross-selling and upselling to existing customers can be a great strategy.

Upselling 52

Upselling Feedback Best practices Personalization 52

Playvox

SEPTEMBER 30, 2022

Your team also builds revenue through cross-selling and upselling. Related Article: 5 Proven Strategies To Help Remote Contact Center Agents Feel Valued. When you’re tagging customer feedback in an organized way, the most pressing issues reveal themselves faster, and you can take them to the right team to address quickly.

Customer Support 67

Customer Support Contact Center Upselling Customer centricity 67

Totango

APRIL 2, 2021

Based entirely on customer feedback, they have never been influenced by analyst opinion or status as a TrustRadius customer. Totango is also helping us from a management perspective, allowing us to easily create dashboards on account risk/health, renewals, upsells, etc. What Our Customers are Saying.

industry standards 62

industry standards Upselling B2B Enterprise 62

Totango

JANUARY 29, 2021

Successful customers become more likely to make cross-sell and upsell purchases. Keep your playbooks current through monitoring and feedback. Usage for key feature has dropped X% – make contact with the account. Low NPS from key contacts – review customer account and initiate follow-up. Escalation.

Best practices 81

Best practices Benchmark Upselling Accountability 81

Totango

DECEMBER 21, 2021

It also can create an opportunity for upsell offers when applicable. As with low usage patterns, you can set up an automated monitoring system to detect when customers drop below a target NPS number, triggering an appropriate message, such as a request for feedback or an offer of assistance. New Feature Announcements.

Management 107

Management Best practices Upselling Accountability 107

Totango

MAY 10, 2022

Regular usage of accounts and product features. Trials of upsell products. Promoting product usage increases the value clients derive from your product, increasing the likelihood of renewals, upsells, and referrals. An engagement strategy promotes client actions and activities such as: Completion of onboarding set-up.

Journey mapping 77

Journey mapping SaaS Enterprise B2B 77

Amity

JANUARY 27, 2016

In this article, Srinivas Kulkarni offers advice to what SaaS companies can do to reduce churn and keep customers satisfied. You need to chalk out a standard procedure, depending on types of accounts, as to how you shall help them, coach them and mentor them at appropriate junctions. Make Interventions a Habit at Regular Intervals.

Upselling 57

Upselling SaaS Best practices Sales 57

CSM Practice

APRIL 12, 2018

You need to hold sales accountable to delivering this information as part of closing the sale. Don’t bring feedback to product – bring data. There was a lot of discussion throughout the conference of where the line between Customer Success Management, Account Management, Sales and Renewal Teams fall.

Upselling 49

Upselling Accountability Sales Feedback 49

ProProfs Blog

AUGUST 14, 2020

But the moment you reach the checkout page, you realize that you don’t have an account and are requested to sign up now. There are various benefits you can enjoy once you integrate the two platforms: Reducing chat tickets by up to 80% by showcasing relevant article links for the existing page in the chat widget.

Analytics 174

Analytics B2B Education Feedback 174

Totango

FEBRUARY 23, 2022

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. Expansion : a satisfied customer increases their usage of your product and brand to include advanced features, upgrades, and upsells. Here, we’ll show you how to create your path to customer success.

SaaS 112

SaaS Journey mapping Upselling Best practices 112

Totango

FEBRUARY 10, 2021

Incorporate customer feedback. Onboarding: actions your customer takes after purchase to become an active user of your product or service (such as activating their SaaS account and setting up their profile). For example, you might segregate all customers who have five or more users on their account.

Customer retention 86

Customer retention Journey mapping Benchmark SaaS 86

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 77

Enterprise Feedback Upselling Accountability 77