Totango

MAY 17, 2021

Tracking this alerts you to churn risks as well as upsell opportunities, empowering you to take appropriate action. It can also be considered in terms of account activity. A highly engaged customer may be in the market for an upsell offer. You can use a number of metrics to measure product engagement. Product adoption.

Management 62

Management Upselling Metrics Accountability 62

Totango

NOVEMBER 25, 2020

With this feature, you can examine a number of insightful metrics and segment your client base for an optimized customer journey that surpasses what the competition can offer. . Feedback metrics like NPS and CSAT scores. Product usage and adoption metrics. Number of Accounts. Accounts with Open High Priority Tickets.

CRM 108

CRM Upselling Metrics Accountability 108

Totango

AUGUST 25, 2022

In this article, we’ll offer some tips for a winning customer engagement SaaS strategy. It increases customer satisfaction and loyalty, driving higher subscription renewal rates, reduced churn, and more sales from upsells and referrals. Extend upsell offers or referral incentives to customers with high satisfaction ratings.

SaaS 97

SaaS Upselling Metrics Journey mapping 97

ChurnZero

MARCH 24, 2023

1: Is NPS a Customer Success metric? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. Here’s why. Value is very hard to measure.

Upselling 98

Upselling Metrics SaaS Sales 98

ChurnZero

MARCH 24, 2023

1: Is NPS a Customer Success metric? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. Here’s why. Value is very hard to measure.

Upselling 97

Upselling Metrics SaaS Sales 97

Totango

FEBRUARY 23, 2023

While net revenue retention (NRR) is a key business metric for many companies, Chris shared that customer success operations can also help you get a closer look at leading indicators to tell whether your team is on track to hit the target. It’s not a set it and forget it metric.” There might be a sponsor change at a customer account.

Metrics 84

Metrics Upselling Accountability Enterprise 84

Horizon CX

FEBRUARY 29, 2024

The Power of Purging Perfunctory Performance Introduction In the bustling world of business, where metrics often dominate discussions and efficiency reigns supreme, one crucial aspect can sometimes be overlooked: the human element. 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. Streamlined Support : Keep me in the know with real-time support metrics and ticket details.

Best practices 52

Best practices Finance Upselling Customer retention 52

Totango

JUNE 1, 2021

The reality of the unique relationship you share with your customers is captured in the data your customer success software gathers, detailing usage rates, demographics, logged interactions, voice of customer data, and other key metrics. Unlike renewals, upsell opportunities are not tied to a specific timeframe. Product Adoption.

Enterprise 69

Enterprise Upselling Metrics Accountability 69

Nicereply

FEBRUARY 2, 2024

This article examines what customer success is and why it’s important, and shares valuable tips to build a customer success strategy. 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.

Education 59

Education Accountability Customer retention Journey mapping 59

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. In general, this tool offloads the heavy work of tracking and managing all the customer success metrics. Detect and Act on Upsell & Cross-sell Opportunities.

Upselling 52

Upselling SaaS CRM Multi-channel support 52

Amity

FEBRUARY 24, 2016

Issue 77 - Customer Success Articles that are Certified Classics (Part 3). How do we decide which articles are Customer Success Classics? Well, to become certified classic, an article must be written well, easy to read, and most importantly, feature great content. • The Link Between Customer Success, Retention, and Upsells.

Upselling 48

Upselling SaaS Best practices Customer retention 48

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

DECEMBER 3, 2020

CS professionals now attest that their bonus structures are tied to company performance, renewals, net retention, upsells, and account health. . In this article, we will breakdown the factors shaping today’s CS compensation structure and discuss how these elements come to impact a business’s revenue and overall success. .

Upselling 64

Upselling Accountability Enterprise Metrics 64

Totango

AUGUST 9, 2022

This article will give you six best practices for optimizing your B2B customer segmentation. Sales : Sales teams can use customer segmentation to group prospects and customers based on propensity to buy, potential transaction value and upsell opportunities. What Is B2B Customer Segmentation? Fill Out the Right Segmentation Buckets.

Best practices 100

Best practices B2B Journey mapping Upselling 100

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

Totango

FEBRUARY 9, 2022

In this article, we’ll discuss five essential technology tools you can use to automate your contract renewal procedures. In a minimally proactive scenario, a company might assign individual account managers to email, text, or call customers at renewal time. In-App Promotions.

Customer retention 94

Customer retention SaaS Best practices Upselling 94

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

Totango

MAY 10, 2022

Regular usage of accounts and product features. Trials of upsell products. Engaging decision-makers in discussions about performance goals and metrics provides a transparent, objective basis to demonstrate product value. Support metrics: How many support tickets has the customer opened, and what have the results been?

Journey mapping 77

Journey mapping SaaS Enterprise B2B 77

Totango

SEPTEMBER 11, 2020

However, in a world where Customer Success teams often have dozens of accounts to care for, it can be challenging to fully understand the specific needs of individual client accounts and to find time to reach out to each client to meet those needs. . After all, as the old adage goes, “The customer is always right.”

Upselling 81

Upselling Enterprise Healthcare Metrics 81

Totango

SEPTEMBER 1, 2022

QBRs in SaaS usually involve business clients, particularly clients with larger accounts, requiring more attention. In general, QBR meetings help ensure that SaaS clients receive the value they’re paying for from their software provider, promoting higher subscription renewal, upsell, and referral rates.

SaaS 98

SaaS Journey mapping Upselling Best practices 98

Totango

AUGUST 21, 2020

Now with visibility across the account, they can easily see where there is risk, opportunity, health scoring for each part of their customer’s footprint and can easily see the broader account team ownership and domain specialists as OneSAP account team. Q: How did SAP manage CS prior to the Totango deployment?

Upselling 115

Upselling Accountability Metrics SaaS 115

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

APRIL 16, 2021

This lays the groundwork for subscription renewals and upsell opportunities. It’s important to make sure you’re tracking the proper metrics. Or you can email a segment of your list by name to extend an upsell offer based on purchase and usage history data. Usage data may also highlight an upsell opportunity.

Personalization 69

Personalization Upselling Benchmark SaaS 69

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 93

Journey mapping SaaS Upselling Enterprise 93

Totango

SEPTEMBER 13, 2022

Track metrics measuring customer success. 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. Plan, analyze, and understand your customer lifecycle. Optimize customer onboarding. Onboarding.

SaaS 87

SaaS Upselling Best practices Customer retention 87

Totango

JUNE 17, 2021

This criteria segments customers based on how many licenses an account is utilizing out of the total number available, an important engagement metric. This can help indicate whether an account is tending toward churn or renewal and what corresponding action should be taken. Account Status. Active Users.

B2B 71

B2B Accountability Journey mapping Sales 71

CustomerSuccessBox

FEBRUARY 2, 2022

Extra Resource: How to do Effective account transitions in Customer Success. If the acquired company doesn’t have a customer success function, you can show customer success value through this article: Customer Success as a profit center. Yet they are frequently taken into account. Drive a gentle upselling process.

Upselling 52

Upselling Education Accountability Engineering 52

Totango

DECEMBER 21, 2021

It also can create an opportunity for upsell offers when applicable. When usage lapses for a set length of time or otherwise falls below a given target metric, this can trigger the check-in message. Should the customer fail to renew, additional reminders may be sent after the deadline passes in an effort to salvage the account.

Management 106

Management Best practices Upselling Accountability 106

Education Services Group

FEBRUARY 1, 2023

There’s a good chance that if you are a Customer Success leader, your workday began by logging in and reviewing your CS metrics dashboard. In case you wondered if this daily routine of beleaguered managers will change any time soon, the august management consulting firm, McKinsey, sees no escape.

Metrics 52

Metrics Construction Finance Upselling 52

Lumoa

AUGUST 8, 2023

This article offers a comprehensive guide on how to analyze survey results efficiently, covering everything from the basics to advanced techniques, and provides actionable solutions to common challenges in customer feedback analysis faced by businesses today. Unlocking the power of VoC feedback is vital to the success of any business.

Surveys 83

Surveys Feedback Banking Best practices 83

Lumoa

APRIL 28, 2024

In This Article: Why You Need a Customer Experience (CX) Platform Platform Overview Which Platform Fits Your Needs? You can even find opportunities for cross-selling, upselling, or personalized promotions by using real-time insights and trends generated by AI. You reach them where they are with the messages that resonate with them.

Feedback 83

Feedback Consulting Consulting Enterprise 83

CustomerSuccessBox

JUNE 18, 2021

In this article, we collate blogs and webinars from CustomerSuccessBox which will help you as an extensive guide for customer success. Account Manager Vs Success Manager – What is the difference between them? The blog helps you know how to differentiate between account manager and Success Manager on the basis of different features.

SaaS 52

SaaS B2B Customer retention Upselling 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. While his index takes ticket volume into account, it also includes the time it would take to fix the problem and the ability of the frontline team to resolve it.

Customer Support 67

Customer Support Contact Center Upselling Customer centricity 67

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. Leveraging an Early Warning System.

Enterprise 78

Enterprise Upselling Accountability Metrics 78

ChurnZero

JULY 22, 2021

In this article, we cover the top considerations for identifying that best fit, as well as examples of expansion scenarios for applying the rules. It’s impossible to account for every expansion scenario, so you’ll need to refine your rules as you encounter new situations. The SaaS Debate: Who Owns the Renewal and Upsell?

Sales 98

Sales Upselling Enterprise SaaS 98