Totango

AUGUST 25, 2022

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. Which benchmarks can you use to track progress toward your goals? Evolve Your Service.

SaaS 96

SaaS Upselling Metrics Journey mapping 96

Totango

APRIL 16, 2021

This lays the groundwork for subscription renewals and upsell opportunities. Personalized data can be useful for accessing customer account information to speed up support time, pinpointing what customers need help with and matching customers with the right personnel to assist them. Usage data may also highlight an upsell opportunity.

Personalization 69

Personalization Upselling Benchmark SaaS 69

Totango

AUGUST 23, 2022

Making upsell offers. This may involve activating an account, setting up a username and password, completing a profile, getting oriented within your navigational menu or learning to use your product’s basic features. However, your marketing and sales department may pursue retention policies to win back lost accounts.

B2B 115

B2B Journey mapping SaaS Engineering 115

Totango

APRIL 11, 2019

A customer success health score is a framework used to identify the status of your customers so you can quickly prioritize accounts. It is a powerful tool for capitalizing on potential upsell opportunities and preventing customer churn. A mark of 10 would indicate the users in the account are at the bottom 10% in terms of usage.

Metrics 86

Metrics Upselling Accountability Enterprise 86

CustomerSuccessBox

DECEMBER 9, 2021

This takes into account the downgrades or upgrades with customer growth. This is a simple KPI but takes into account the effect of Customer Success on the bottom line of your business. The Customer Success KPI benchmarks for companies. Just churn does not cover the full potential of the customer success department.

SaaS 52

SaaS Benchmark Customer advocacy Upselling 52

Quality Contact Solutions

FEBRUARY 26, 2021

A SOC 2 audit report provides detailed information and assurance about a service organization’s security, availability, processing integrity, confidentiality and/or privacy controls, based on their compliance with the AICPA’s (American Institute of Certified Public Accountants) TSC (Trust Services Criteria).

Telemarketing 52

Telemarketing B2C outsourcing Benchmark 52

ChurnZero

AUGUST 14, 2020

They focus on opportunity management – like the manual activities that typically exist within accounts. Get direct access to CRM data, such as accounts, contacts, opportunities, cases, subscription data (renewal date, license count, total contract value, etc.) Track free-trial users for upsell opportunities to convert to paid users.

CRM 87

CRM Finance Upselling Accountability 87

Totango

AUGUST 18, 2022

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. Establishing benchmarks representing progression and completion of onboarding. Creating usernames and passwords.

Journey mapping 92

Journey mapping SaaS Upselling Enterprise 92

SmartKarrot

FEBRUARY 21, 2023

The case for a renewed focus on account management What is Account Management? Account management is the practice of providing customers with service, support and improvement opportunities to increase their consumption of a product or service and maximize retention, cross-sell and upsell opportunities within the customer base.

Accountability 10

Accountability Management SaaS Finance 10

Totango

FEBRUARY 10, 2021

To put your goals of promoting customer success into action, you can define benchmarks that measure success in quantifiable terms. 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).

Customer retention 84

Customer retention Journey mapping Benchmark SaaS 84

CSM Practice

OCTOBER 15, 2019

A TSIA benchmark study on renewal rates showed that there is a 13.7 In some cases account executives or account managers are tasked with retention management in addition to their primary responsibilities. Resolving those problems result in increased renewal rate, increased adoption, and easier upsells.

Benchmark 40

Benchmark SaaS Journey mapping Analytics 40

Totango

JANUARY 29, 2021

Successful customers become more likely to make cross-sell and upsell purchases. For best results, goals should be expressed in terms of quantifiable key performance indicators so that you can establish benchmarks and measure progress. Usage for key feature has dropped X% – make contact with the account. Escalation.

Best practices 79

Best practices Benchmark Upselling Accountability 79

CustomerSuccessBox

MARCH 11, 2022

The only thing that matters is the upsell or renewal of a customer—all it’s about is the money. 5 Internal QBR Benchmarks to Examine. Growth Potential: The forecast for the CSM’s account growth or churn. Assess the ARR or MRR risk and make a forecast for account growth or churn.

Accountability 52

Accountability Benchmark Upselling SaaS 52

JustCall

DECEMBER 7, 2022

With these, you can benchmark your team’s performance against its goals and decide on appropriate incentives and training programs. Annual revenue per user or account (ARPU/ARPA). It is the mean revenue from customer/account/product/service/geography over a specified period. Sales per rep or Quota attainment.

Analytics 52

Analytics Sales CRM Metrics 52

CSM Practice

APRIL 13, 2021

Customer success managers often encounter obstacles and pressure in retaining and keeping numerous accounts. Identifying opportunities for upselling and cross-selling is one thing a CSM must deliberately focus on to implement proactive expansion selling. Define the strategy for each significant account. Challenges.

Management 52

Management Customer retention Upselling Accountability 52

ChurnZero

JULY 9, 2020

Product Usage – is the account above 80% license utilization with high usage across all features? Plus, you can get your content in front of a wider audience and increase shareability since the interviewee will often want to cross-promote through their company site and accounts as well as their own personal networks.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

SmartKarrot

MARCH 9, 2023

By new goods and expansion prospects, increase income in accounts. Establish a weekly management system to monitor advancement against important benchmarks and KPIs. Control important team KPIs, including churn, upsells, adoption, and activity management. Increase customer references and consumer advocacy.

Upselling 19

Upselling Benchmark SaaS Accountability 19

SmartKarrot

AUGUST 29, 2022

Role: Senior Customer Success Manager Location: Boston, MA, US Organization: LeanIX As a Senior Customer Success Manager, you will be responsible for the retention of customer accounts by ensuring continuous communication and relentless support and guidance. Ensure a successful and robust onboarding experience for all new customers.

Best practices 19

Best practices Call Center Benchmark Government 19

SmartKarrot

NOVEMBER 17, 2022

Work closely with Growth management to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., Closely collaborate with cross-functional teams (sales, marketing, product) to plan and deliver customer delight & account growth. Measure, track, analyze and report key account metrics.

Benchmark 19

Benchmark Accountability Upselling Engineering 19

SmartKarrot

JANUARY 28, 2022

Maintain a balanced proactive/reactive relationship with your assigned accounts. Partner with the Sales organization to uncover and capitalize on upsell and expansion opportunities. Dedicated duties include account monitoring, regular check-ins, and relationship building.

Upselling 19

Upselling CRM Finance Benchmark 19

ChurnZero

MARCH 18, 2022

But I don’t want to disincentivize my best CSMs from taking the hardest accounts. If you tell me that we have this awesome land-and-expand model, we go in with a really low price, and then we have a dedicated expansion team that does these upsells, and I say, “Wow, what an amazing story. They got lucky. What’s your NRR?”

SaaS 98

SaaS Metrics Enterprise Surveys 98

Totango

OCTOBER 1, 2019

For example, your customer needs to onboard two new employees while simultaneously working through an upsell with your sales team. Automated alerts can be attached to the customer data to make it easier to monitor accounts across an enterprise, but they are only as valuable as the engagements that follow. High license utilization.

Enterprise 81

Enterprise Metrics Benchmark Upselling 81

SmartKarrot

NOVEMBER 8, 2022

Leverage data, metrics and insights to build and strengthen the overall CS strategy, specifically working on delivering new CRM Analytics and Service Cloud platforms – ultimately working on customer health benchmarks and driving improvements. Preparation and presentation of business proposals.

Coaching 19

Coaching Customer advocacy SaaS Strategic Value 19

VHT

OCTOBER 18, 2018

They can also access customer history, account information and product lists to personalize service or offer upsells. A 2016 Employee Engagement Benchmark study found that companies with the highest rated CX had 1.5 Employee Engagement Technology. CX experts cannot ignore employees who interact directly with customers.

Contact Center 48

Contact Center Gamification Employee engagement Chatbots 48

Amity

APRIL 15, 2016

When a customer success team encourages, influences and supports a customer’s journey, the customer continues to see value, uses more of the product through upsells and cross-sells, and becomes more loyal (aka sticky). So how do customer success teams expand a customer’s use of a product? Motivation.

SaaS 56

SaaS Benchmark Upselling Consulting 56

Avaya

DECEMBER 1, 2016

According to the Wall Street Journal, 2016 Thanksgiving and Black Friday sales have already accounted for more than $3 Billion in “desktop spending”—aka, e-commerce. While many of these purchases are simply one click and a check off of gift lists, the customer probably made several decisions well before the submit-order button was activated.

Customer Experience 57

Customer Experience Multichannel Interactive Voice Response Contact Center 57

Totango

JUNE 23, 2020

Strong scores could encourage you to take action in the form of upsell, cross-sell, and expansion campaigns , or by developing a customer case study or asking the customer to speak at an event. You can increase the effectiveness of your customer success actions by pairing accounts with the right team members. Maximize Your Resources.

Best practices 62

Best practices Brand ambassadors Surveys Enterprise 62

Lumoa

NOVEMBER 29, 2021

In banking, customers are seven times more likely to increase their deposits and twice as likely to open an additional account if they rate a bank as excellent rather than average. Don’t just trust what the industry benchmarks say but test the linkage yourself with your own data. Still, only partially convinced?

Customer Experience 103

Customer Experience Metrics Feedback Banking 103

SmartKarrot

DECEMBER 3, 2021

Scale and improve process and tools by up-leveling & implementing new tools that further critical areas of customer growth, such as KPI benchmarking, customer training and education, NPS surveys, and customer feedback. Identify opportunities and lead upsell/cross-sell deals from start to finish. Apply here: [link].

Customer advocacy 19

Customer advocacy Technical Support Education Finance 19

Talkdesk

AUGUST 25, 2015

From onboarding through renewal and upselling, Gotlieb said there are many stages where customers are at risk of being lost. Although every journey is different, there are distinct benchmarks that each customer should meet. If your company only focuses on at-risk accounts, you’re in Stage 1: Fire Fighting. But you can do better.

Chief Customer Officer 72

Chief Customer Officer call center software Benchmark Upselling 72

Pointillist

MARCH 20, 2019

Cross-sell/Upsell Customers who are delighted with their experience spend more with a business by buying additional products and services. Let me explain through the example of a retail bank ‘A’: Bank ‘A’ receives 4 million calls annually in its customer care center, accounting for a huge chunk of its total expenditure.

Customer Experience 59

Customer Experience Banking Metrics Analytics 59

Amity

FEBRUARY 9, 2016

Every SaaS company sets their own benchmarks tied to activities they deem important to customer health in an attempt to keep customers engaged and happy—and ultimately reduce churn. Giving your sales team access to customer adoption and churn risk accounts can be very powerful. Do you know the health of all of your customers?

SaaS 66

SaaS Enterprise Benchmark Upselling 66

SmartKarrot

JANUARY 30, 2024

Using the OGSM framework, QBRs focus on quantifiable benchmarks, indicating whether the client is on the right track to achieving their goals. Expanded Commercial Responsibilities: Customer success teams will be entrusted with renewals and upsells.

Management 10

Management Enterprise industry standards Analytics 10

SmartKarrot

JANUARY 30, 2024

Using the OGSM framework, QBRs focus on quantifiable benchmarks, indicating whether the client is on the right track to achieving their goals. Expanded Commercial Responsibilities: Customer success teams will be entrusted with renewals and upsells.

Management 10

Management Enterprise industry standards Analytics 10

SmartKarrot

FEBRUARY 9, 2022

Loyal customers contribute a lot to revenue growth in upsells, referrals, and even advocacy. Loyal customers contribute to the business growth through upsells, advocacy, and recommendations. Unlike the Net Revenue Retention, the Gross Revenue Retention does not account for revenue earned due to expansion, upsells, and cross-sells.

SaaS 10

SaaS Customer retention Upselling Benchmark 10

JivoChat

AUGUST 18, 2021

This kind of customer-centric mentality can drive new business, boost customer retention rates, and create new benchmarks for goals. Chatbots can provide service at all hours, increase customer satisfaction, upsell customers, and even boost conversion rates. Create a free account today. Offer omnichannel support.

Customer Experience 52

Customer Experience Chatbots Customer retention Feedback 52

SmartKarrot

JULY 20, 2020

You will be responsible for growing revenue via prospecting, qualifying, selling and closing from existing enterprise client accounts. Ensure customer satisfaction and Identify opportunities to upsell, renewals and expansion.

Benchmark 10

Benchmark Upselling Accountability Engineering 10