Totango

SEPTEMBER 13, 2022

A customer success playbook is a set of best practices, key performance indicators, workflows, templates, and monitoring tools designed to ensure that clients achieve desired outcomes from using your product at each stage of their customer journey. Automate best practices that promote better customer experiences.

SaaS 87

SaaS Upselling Best practices Customer retention 87

ClientSuccess

JUNE 15, 2021

During a year where many companies had to make complex strategic decisions, and new sales weren’t exactly flying in at a rapid pace, existing customer accounts helped keep the lights on. When customer success is a company-wide goal, every team should have some visibility into how things progress with customer accounts.

Upselling 52

Upselling Accountability SaaS Metrics 52

Netomi

NOVEMBER 14, 2022

If she was offered clear and instant information on product updates, tips, and best practices related to the app, might she be more engaged? AI can assist with pre-sales education – driving engagement by encouraging customers to request a demo or sign up for a free trial. Support, in a snap.

SaaS 52

SaaS Multichannel Upselling Chatbots 52

Totango

JANUARY 9, 2020

Being mindful of your customers’ goals will help you identify upsell opportunities that offer them additional value. . That’s the ideal way to approach upsells: only pursue an upsell or cross-sell if it will genuinely benefit the customer. Or, request a demo to try using Spark yourself. To learn more, explore Spark.

Upselling 65

Upselling Best practices Accountability Personalization 65

ClientSuccess

FEBRUARY 8, 2023

Customer lifetime value : measuring the total lifetime contract value of a customer, including upsells, renewals, and expansions, is what keeps the value of your business trending upward over time. Average number of engaged contacts : every customer account has a handful of key contacts or stakeholders driving your project on their side.

Metrics 75

Metrics Upselling B2B SaaS 75

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 87

Metrics Upselling Accountability Enterprise 87

Totango

MARCH 26, 2021

Now that we have an idea of what the customer lifecycle is, let’s take a closer look at each of its stages and how best practices combined with technology can help optimize the customer experience in each stage. Establish a relationship between your customer and their account manager. 7 Customer Onboarding Best Practices.

SaaS 66

SaaS Best practices Upselling Education 66

ClientSuccess

DECEMBER 12, 2022

While starting new employees on the desired model is straightforward, existing CSM team members are relying on their base salary, which should be taken into account when migrating them away from that structure. Check out our resources below for more customer success best practices and insights. Who Owns the Renewal?

Management 87

Management Accountability Sales Upselling 87

Totango

JANUARY 29, 2021

Customer success management is the practice of systematically nurturing customer success through standard operating procedures that follow best practices. Successful customers become more likely to make cross-sell and upsell purchases. Customer success playbooks perform best when combined with best practices.

Best practices 80

Best practices Benchmark Upselling Accountability 80

Totango

JUNE 11, 2019

No matter the cause, your customer success team will always be on the front lines of problem-solving and will need best practices to rectify complaints. Accounts should be tracked and routed to customer success team members or managers for proper engagement. Request a demo or explore Spark to learn more.

Customer centricity 91

Customer centricity Best practices Upselling Feedback 91

Totango

MARCH 21, 2019

Success in these areas leads to a more successful renewal and upsell phase. Increase upsell opportunities. Figure out how long it takes to educate customers on your product, then strive to maintain this period across your accounts. Increase Upsell Opportunities. Establish a customer nurturance program.

Enterprise 86

Enterprise Upselling Education Accountability 86

Cincom

MAY 8, 2024

The key stages include: Initial Research: Early messaging should focus on educating prospects with thought leadership content detailing industry trends and best practices. Contact us or schedule a demo to see how we can help you transform your business communication. Aligning messaging to each phase accelerates growth.

Best practices 52

Best practices Metrics Education CRM 52

ClientSuccess

SEPTEMBER 3, 2020

Ideally, most objectives are quantitative and aligned to the important KPIs of the business (retention, upsell, cross-sell, NPS, # of case studies, etc.). At Omniture, one of our Strategic CSMs in EMEA was assigned to a strategic account that was a Global Fortune 100 company. Shortcomings of Base + Bonus Model. And he was right.

Management 111

Management Upselling Sales Accountability 111

SmartKarrot

NOVEMBER 2, 2022

Strategic account management is a business practice involving activities like providing customers with the best support and services, thus increasing their consumption of products and services offered by the business. The practice aims at maximizing retention, cross-selling, and upselling within the customer base.

Accountability 10

Accountability Management Best practices Customer advocacy 10

Totango

JANUARY 24, 2019

No longer can we be content with a traditional account management relationship that consists of monthly calls and simple questions of, “Is everything okay?”. You need to adopt a company-wide strategy and prioritize your customer approach based on actual customer data in order to reduce churn and capitalize on upsell opportunities.

Upselling 54

Upselling Best practices Accountability SaaS 54

Totango

OCTOBER 22, 2019

Best practices: . Using health scores to determine which customers may need more attention and which ones benefit from upsells. . Best practices: Develop and follow a standardized customer adoption user manual. Best practices: Create a standard contract template. Currently onboarding customers .

Best practices 49

Best practices Customer advocacy Upselling Accountability 49

Totango

MAY 3, 2019

Plus, current customers are more likely to make major purchases or upsells. Customer success platforms offer visibility of every customer’s account and history. Totango offers the functionality you need to deepen customer relationships, track the customer journey, take advantage of upsell or cross-sell opportunities, and prevent churn.

Enterprise 79

Enterprise Upselling Feedback Advertising 79

ClientSuccess

JULY 5, 2017

In order to make sure your CSMs are prepared, take a look at these common post-sales pitfalls, strategies for success, and best practices at every point of the post-sales customer lifecycle to ensure critical issues don’t slip through the cracks. 5 Pitfalls, Strategies, & Best Practices. Let’s set the stage.

Sales 40

Sales Upselling Best practices SaaS 40

Totango

OCTOBER 29, 2019

And the best CS teams main priorities include : Product adoption. If you only check in with customers weekly or monthly, one representative can handle many accounts. In fact, it’s possible for one representative to have 200 accounts or more, but this is rare. In 2019, most managers handled between 15 to 50 accounts.

Upselling 61

Upselling Feedback Customer advocacy Accountability 61

Lumoa

APRIL 28, 2024

You can even find opportunities for cross-selling, upselling, or personalized promotions by using real-time insights and trends generated by AI. For security, ISO 27001 is the world’s best-known standard for information security management systems (ISMS). Sign up for a demo today.

Feedback 83

Feedback Consulting Consulting Enterprise 83

ClientSuccess

APRIL 7, 2017

This is also a great way for other members of the department to learn best practices and tips from their peers. While Customer Success teams should discuss KPIs and goals with every customer account, sometimes flagship customers need a little extra time and care. How can our product or solution be involved?

Upselling 41

Upselling Best practices Sales Accountability 41

Totango

JUNE 25, 2019

By sharing the insights of these multi-dimensional data streams across your enterprise, you increase accountability for the customer experience and create a customer-centered enterprise that is poised to effectively deliver customer lifetime value. Unlike renewals, upsell opportunities are not tied to a specific timeframe.

Upselling 49

Upselling Enterprise Metrics Customer centricity 49

Totango

JANUARY 10, 2019

It should offer the visibility needed to gauge each stage of the customer journey through KPIs, dashboards, analytics, and best practices. Choose one that enables you to visualize customer relationship hierarchies across accounts, product lines, and channel partners. Feature #2: Easier Account Management.

Enterprise 63

Enterprise SaaS CRM Upselling 63

SmartKarrot

OCTOBER 31, 2022

Role: Senior Customer Success Manager Location: Remote, United States Organization: Sigma Computing As a Senior Customer Success Manager, you will manage the customer lifecycle for Sigma accounts. Identify new use cases to grow accounts and find areas where Sigma can provide the most value to ensure renewals. Apply here: [link].

Upselling 19

Upselling Best practices Coaching Engineering 19

JustCall

MAY 4, 2023

Demos offered How many demos did each sales rep offer? Foster a culture of accountability, transparency, and meritocracy within the team. Recommended Read: Improve Customer Service and CSAT: 12 Tips, Best practices Tracking Revenue Measuring revenue is the most evident aspect of assessing sales performance.

Sales 52

Sales Metrics Analytics CRM 52

JustCall

MAY 4, 2023

Demos offered How many demos did each sales rep offer? Foster a culture of accountability, transparency, and meritocracy within the team. Recommended Read: Improve Customer Service and CSAT: 12 Tips, Best practices Tracking Revenue Measuring revenue is the most evident aspect of assessing sales performance.

Sales 52

Sales Metrics Analytics CRM 52

ClientSuccess

OCTOBER 22, 2019

At its core, customer advocacy is when customer service teams work with customers to determine what is best for the customer and their long-term goals instead of making strategic decisions from an upsell or corporate growth standpoint. Don’t skimp on account planning. Webinar: The Customer Success Advocacy Ladder.

Customer advocacy 40

Customer advocacy SaaS Upselling Accountability 40

Totango

MAY 21, 2019

They trust your brand and are more likely to spread word-of-mouth advertising or accept an upsell. Such a platform can also automatically assign tasks to customer success teams, hold recurring account reviews, or reach out to customers who have completed the onboarding period. Request a demo or explore Spark to learn more.

Customer centricity 86

Customer centricity Education Upselling Advertising 86

Totango

JANUARY 31, 2019

By combining these measures into an overall picture of customer engagement, you can assign a comparable score for each account and prioritize your customer success strategy accordingly. All these metrics create an overall engagement score , which you can use to compare and prioritize accounts. Identifying active users.

SaaS 79

SaaS Metrics Accountability Education 79

JustCall

NOVEMBER 24, 2022

A s ales process is a map that guides your sales team on lead generation efforts, speeds quickly on best practices, and guides them at different stages of the sale. However, the sales reps need to be properly trained on the products using product demos, press releases, and documentation. It is a good idea to plan the demo.

Sales 52

Sales B2B Surveys CRM 52

Totango

FEBRUARY 10, 2021

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. Real-time monitoring of customer progress towards success goals.

Customer retention 85

Customer retention Journey mapping Benchmark SaaS 85

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. Apply here: [link].

Upselling 19

Upselling CRM Finance Benchmark 19

Amity

FEBRUARY 24, 2016

For a limited time, we are offering an exclusive Customer Success Hero shirt to anyone who attends a public demo. • 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.

Upselling 48

Upselling SaaS Best practices Customer retention 48

SmartKarrot

MARCH 11, 2024

The Foundation: Introduction and Account Planning Call The customer journey begins with the crucial first impression – the Introduction and Account Planning Call. Reviewing previous notes is a best practice, avoiding redundant questions and demonstrating a commitment to understanding the client’s needs.

Upselling 8

Upselling Best practices Accountability Customer centricity 8

SmartKarrot

AUGUST 26, 2021

Create, execute, and oversee account plans to track customer opportunities, activities, and projects and ensure engagement by appropriate parties throughout. Accurately forecast and achieve revenue goals by identifying upsell opportunities based on the needs of the customer or new production rollouts.

Upselling 19

Upselling Accountability Education Best practices 19

SmartKarrot

JUNE 3, 2022

Promote available content – including webinars, best practice guides, user guides, and the Sovos online portal. Provide client with best practices on mobile and marketing analytics Drive AppsFlyer feature adoption with clients. Create upsell and cross-sell opportunities with clients.

Engineering 19

Engineering Best practices Upselling Sales 19

SmartKarrot

JULY 27, 2023

Juggling Multiple Accounts: Customer success managers often handle multiple accounts simultaneously, which can be overwhelming. Memes could humorously showcase a person juggling multiple objects with captions like “Me trying to manage all my customer accounts at once.” Let’s discuss some of the best practices: 1.

Entertainment 10

Entertainment Upselling Best practices Accountability 10