Totango

MARCH 4, 2022

B2B customer service is often confused with B2B customer success, but they are not the same. First, we’ll define what B2B customer service is and distinguish it from customer support in B2C industries. Then, we’ll consider how B2B customer service differs from customer success in a B2B context. App integrations.

B2B 91

B2B Customer Service Interactive Voice Response B2C 91

SmartKarrot

NOVEMBER 24, 2023

In the dynamic realm of B2B, where every move counts, mastering the art of upselling is no longer a mere choice but a strategic imperative. In this discourse, we’ll unravel seven B2B upsell strategies that, in my experience, work wonders for boosting Net Revenue Retention (NRR) and fortifying customer relationships.

Upselling 10

Upselling B2B Education Analytics 10

Quality Contact Solutions

FEBRUARY 12, 2021

Today I want to focus on how a specific type of business organization, franchise organizations that offer products or services to other businesses (B2B) , can benefit from using an outbound telemarketing program. The post How B2B Franchise Organizations Grow Using Outbound Telemarketing appeared first on.

Telemarketing 98

Telemarketing B2B Call Center Sales 98

Totango

MARCH 24, 2020

The most effective way to follow this progress is to break down the journey into modular B2B customer lifecycle stages. The resulting subscription and SaaS supplier models spread customer lifetime value across repeated cycles of renewal and upsell and give customers the power to walk away if they’re not satisfied.

B2B 59

B2B Management Upselling SaaS 59

TeamSupport

MAY 19, 2020

The first type thinks B2B customer support is a cost center, or a necessary expense for running a business. The second type thinks B2B customer support is a profit center. Cost center : A B2B support team is only doing their job well when a ticket queue is empty. There are two types of people in the world.

B2B 64

B2B Customer Support Upselling Wait times 64

CustomerSuccessBox

DECEMBER 13, 2018

Upselling strategies can improve your upsell rate drastically, leading to the financial growth of the company. However, we need to start with the basics before we can learn about upselling strategies. What does Upsell exactly mean? Depending on your product, you may provide better features, more accounts, etc.

Upselling 40

Upselling SaaS Feedback Accountability 40

Ann Michaels and Associates

SEPTEMBER 24, 2019

B2B Mystery Shopping To Improve Your Business. Business-to-business (B2B) mystery shopping works in the same manner, with the one exception being that customers, or mystery shoppers, will pose as companies or customers calling to inquire about your services and products. Evaluate the Call Process. Is the form easy to fill out?

B2B 49

B2B Inbound sales Upselling B2C 49

CustomerSuccessBox

APRIL 19, 2021

It’s unlike most SaaS B2B businesses not addressing customer retention. In our last blog, we discussed the 7 data points that you need to monitor to reduce customer churn, here we will talk about the 3 kinds of early warning systems to drive b2b saas customer retention. Account health and Risk Alerts.

Customer retention 52

Customer retention SaaS B2B Upselling 52

TeamSupport

AUGUST 17, 2020

There are two types of viewpoints when it comes to B2B (business-to-business) customer support. The first approaches B2B customer support as a cost center, or a necessary expense for running a business. The second thinks B2B customer support is a profit center. Ticket management (email and form).

B2B 59

B2B Self service Upselling Customer Support 59

JustCall

FEBRUARY 28, 2020

Or, Are you looking for an Account Manager job description that can take you through your interview? Well, whether you yourself are going to take up the role of an Account Manager or you are looking out for hiring one. This blog post will give you a complete idea of an Account Manager job description.

Accountability 52

Accountability Management Finance Upselling 52

TeamSupport

DECEMBER 7, 2020

Because of the high-value nature of B2B (business-to-business) customers, missing the signs that one may be unhappy or at risk of leaving can prove costly. To identify upsell opportunities set triggers for words or phrases like, “How much is it to add a user?”. Upselling Other Products or Add-Ons. Why is this important?

Customer Support 98

Customer Support Upselling B2B Sales 98

Totango

NOVEMBER 27, 2023

This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams. Forrester recognizes the value customer success platforms can provide to B2B companies looking to foster retention, growth, and advocacy.

B2B 91

B2B CRM Enterprise Upselling 91

Comm100

NOVEMBER 11, 2015

Before you roll your eyes and point out that you don’t have a magic lamp to rub, consider your upselling game. Do you really know how to upsell? Maybe you’ve just been going about upselling the wrong way, with awkward timing and subpar recommendations. Find Appropriate Upsells. Have you even been trying?

Upselling 69

Upselling Sales Scripts B2C 69

Ann Michaels and Associates

JUNE 11, 2018

B2B Mystery Shopping To Improve Your Business. Business-to-business (B2B) mystery shopping works in the same manner, with the one exception being that customers, or mystery shoppers, will pose as companies or customers calling to inquire about your services and products. Use the web contact form to inquire about products or services.

B2B 40

B2B Inbound sales Upselling B2C 40

Influitive

MAY 12, 2016

That’s one reason why account-based marketing has become a popular strategy in recent years. Calling ABM a “B2B marketing must-have,” 58 percent of marketers plan to invest in ABM technology or services this year, according to SiriusDecisions. Learn how to make your account-based marketing more effective with advocacy.

Accountability 61

Accountability Marketing B2B Customer advocacy 61

Kapta Customer Success

OCTOBER 2, 2017

The terms Key Account Management and Customer Success are often used interchangeably within organizations. Key Account Management Versus Customer Success. The goals of both Key Account Management and customer success are to retain and build relationships with customers. Relevant Industries.

Accountability 40

Accountability Management B2C Upselling 40

TeamSupport

MARCH 3, 2021

The second way is to use B2B customer support tools to proactively strengthen your customer relationships and reduce churn. Proactive customer engagement accounts for more than a quarter (28%) of Support interactions and grew by 14% from 2019 to 2020. The first way to do so is to ensure product adoption and use.

B2B 98

B2B Upselling Customer retention Customer Support 98

Quality Contact Solutions

JANUARY 27, 2022

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. Increase Sales by Upselling. Let’s talk about cross-selling.

Sales 98

Sales Upselling B2C Best practices 98

ChurnZero

OCTOBER 1, 2022

The Q&A portion of the webinar dug into CSQLs deeper—covering the ideal time to roll out a CSQL model and the biggest pitfalls of its implementation—while also delving into whether CSMs should close upsells, and how to assign CSM books when they own expansion. Q: Is there a difference in CSQL growth with B2B and B2C customers?

B2C 97

B2C Upselling B2B Accountability 97

CustomerSuccessBox

OCTOBER 21, 2021

The subscription model has become the majority in the B2B SaaS industry. This is where customer success thrives and is so important for your B2B SaaS business. This creates opportunities for upselling, reselling, & cross-selling. This can be achieved through expansions or upsells. You can retain them for years on end!

SaaS 52

SaaS Upselling B2B Benchmark 52

Totango

SEPTEMBER 1, 2022

QBRs in SaaS usually involve business clients, particularly clients with larger accounts, requiring more attention. B2B clients tend to measure performance in terms of key performance indicators, so SaaS QBR discussions often focus on KPIs. Updating goals, strategies, and KPIs to pursue future objectives.

SaaS 97

SaaS Journey mapping Upselling Best practices 97

CustomerSuccessBox

NOVEMBER 23, 2021

CustomerSuccessBox is an AI-powered customer success software to Onboard, Retain, Upsell & drive MRR Growth for B2B SaaS. Custify is a customer success platform designed for B2B SaaS businesses that helps customer success teams track views of your product usage and adoption. But inflexible health will always be misleading.

SaaS 52

SaaS Upselling B2B Accountability 52

CustomerSuccessBox

JUNE 18, 2021

Designing a Customer Onboarding Framework for B2B SaaS. 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. Why is Customer Retention Important for B2B SaaS Business?

SaaS 52

SaaS B2B Customer retention Upselling 52

Totango

MAY 10, 2022

Regular usage of accounts and product features. Trials of upsell products. In the context of B2B SaaS products geared toward enterprise users, the customer engagement strategy seeks to promote adoption by product users, executives, and stakeholders. Adoption of advanced product features. Renewal of subscriptions.

Journey mapping 76

Journey mapping SaaS Enterprise B2B 76

TeamSupport

JUNE 15, 2020

In 2008, when working for a former company where they could not find a true B2B (business-to-business) customer support solution, my colleague and TeamSupport Co-founder, Eric Harrington , and I set out to build one. At the time of development, there were no other B2B-focused support solutions, rather primarily ticketing management companies.

B2B 64

B2B Self service B2C Customer Support 64

CustomerSuccessBox

JUNE 20, 2022

A customer succes software is specialized software that takes the customer data from your existing tech stack to provide you with a 360-degree view of your customers and their account health. Detect and Act on Upsell & Cross-sell Opportunities. Automate mundane tasks for Maximum Efficiency. Improve user onboarding.

Upselling 52

Upselling SaaS CRM Multi-channel support 52

CustomerSuccessBox

MAY 25, 2021

Customer retention is critical — particularly for B2B SaaS companies. Loyal customers contribute to your revenue growth through Upsells, providing referrals, and advocacy. NRR measures the total value of your renewed contracts as well as the revenue gained through upsells and cross-sells. And the reason is manifold- .

Customer retention 52

Customer retention Metrics Upselling SaaS 52

Totango

JUNE 17, 2021

In a B2B context, here are some of the most useful ways to segment customers and when you might want to use each: License Utilization. This criteria segments customers based on how many licenses an account is utilizing out of the total number available, an important engagement metric. Account Status. Active Users.

B2B 71

B2B Accountability Journey mapping Sales 71

SmartKarrot

OCTOBER 17, 2022

Account mining has been an age-old, reliable method for helping businesses derive and extract as much revenue as possible from existing accounts. Therefore, utilizing account mining to drive growth and increased revenue from existing accounts can be extremely effective and beneficial for your business in the long run.

Accountability 10

Accountability Upselling Journey mapping Finance 10

CustomerSuccessBox

JUNE 22, 2021

An account health score is a value that indicates the long-term prospect for a customer. every stage, you need some kind of a health score to evaluate the status of the account and decide how you would engage with the account to take it ahead in the journey. A SaaS customer goes through onboarding, retention, and upsell.At

Accountability 52

Accountability Upselling B2B SaaS 52

CustomerSuccessBox

OCTOBER 5, 2021

The following are the key considerations that you must look at (for improving retention, increase renewals & upsells, etc. In B2B SaaS businesses, you have to identify those key indicators which can drive performance. Account health KPIs- Product adoption, customer usage, etc. Let’s dive right onto it! Some of them are.

Upselling 59

Upselling SaaS Metrics Accountability 59

inSided

JUNE 21, 2019

Over the past year we’ve talked to over 30 Customer Success Management (CSM) leaders in the B2B SaaS space. While the issues Customer Success teams in B2B software companies face vary depending on a number of factors, we found that they all have one challenge in common: how to scale successfully.

B2B 40

B2B Upselling SaaS Accountability 40

CSM Practice

JULY 6, 2020

SaaS companies are now turning to their customer success teams as client health , retention, and expansion of accounts become new priorities. As customers only buy what they need, they also hold suppliers accountable for higher standards. Upsells is a basic form of account expansion. 3. Changing Customer Priorities.

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Practice

JULY 6, 2020

SaaS companies are now turning to their customer success teams as client health , retention, and expansion of accounts become new priorities. As customers only buy what they need, they also hold suppliers accountable for higher standards. Upsells is a basic form of account expansion. 3. Changing Customer Priorities.

SaaS 71

SaaS Upselling Accountability Sales 71

CustomerSuccessBox

JUNE 7, 2021

Now, this method allows you to evaluate your subscription model to see whichever accounts are decreasing in usage that may be more likely to churn entirely in the future, and hence deserve immediate attention from your customer success team. appeared first on The Customer Success Blog for B2B SaaS from CustomerSuccessBox. Logo Churn.

SaaS 52

SaaS Customer retention Accountability Upselling 52

ChurnZero

SEPTEMBER 8, 2021

The 7 th SaaStr Annual is the largest non-vendor confab in the world, uniting the global B2B SaaS community both online and off. 6 Tips to Learn Hw to Upsell and Cross-Sell – Discover how to expand your customer accounts with integrity. . Their goal is to help everyone scale faster and with less stress and more success.

Personalization 95

Personalization SaaS Upselling B2B 95

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