Totango

DECEMBER 3, 2020

CS professionals now attest that their bonus structures are tied to company performance, renewals, net retention, upsells, and account health. . Account Health (Cited by 47% of Respondents): Customer health scores illustrate whether a client is ready for an upsell, at-risk of churning, or anywhere in between.

Upselling 64

Upselling Accountability Enterprise Metrics 64

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. Your checklist serves as a reference document that your customer success team and customers can consult.

Journey mapping 92

Journey mapping SaaS Upselling Enterprise 92

SmartKarrot

OCTOBER 5, 2023

Account mining, or the practice of deepening relationships with existing customers to upsell or cross-sell, is the gold standard for sustained business growth. Let’s delve into this strategic playbook to maximize revenue through account mining. Maximizing revenue is tightly bound to efficient account mining.

Accountability 10

Accountability Upselling Journey mapping Feedback 10

Global Response

DECEMBER 2, 2022

If you’re in a highly seasonal business, consider your business cycle and look for an outsourced call center without a lot of accounts in your same industry. For example, a call center with many retail accounts is busiest during the holiday shopping rush. “The Look for one whose inbound call volume is low while yours is high.

Call Center 62

Call Center outsourcing Contact Center Upselling 62

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

CustomerSuccessBox

JUNE 8, 2021

Design and implement best practices for delivering predictable customer success outcomes and thereby being instrumental in building long-term strategic relationships with customers. Manage all aspects of client onboarding, including gathering information from customers, conducting training and initial account setup.

Upselling 52

Upselling SaaS Metrics Best practices 52

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). This could take the shape of in-platform pop-ups, asset, and documentation reviews, or, of course, direct consumer survey replies, depending on your company.

Metrics 52

Metrics Upselling Customer advocacy CRM 52

ChurnZero

JANUARY 26, 2021

Customer success continues to evolve as a practice within companies that enjoy recurring revenue models. From technical support to renewals and upselling, this role might be one of the most confusing and misunderstood jobs in all of tech. . Here’s an example of how to document key stakeholders: . Executive Sponsor: .

Management 98

Management Chief Customer Officer Upselling SaaS 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: Should CSM roles close upsell deals? I have worked it as a CSM.

B2C 97

B2C Upselling B2B Accountability 97

aircall

FEBRUARY 17, 2021

Here are some sales strategy planning templates and best practices to help you build a foundation for your business success. Document clear goals and objectives. Detail the post-sales process, including follow-ups and plans for upselling, cross-selling, and generating referrals. Best Practices for a Strategic Sales Plan.

Sales 62

Sales call center software Best practices Call Center 62

CSM Practice

JANUARY 13, 2021

In this blog, we’ll delve into the cause of these problems and highlight the mindset, strategies, and best practices to scale the renewal process effectively. Best practices. Account review and summary of previous interactions. Account review and summary of previous interactions. Hiring and compensation.

SaaS 98

SaaS Customer centricity Accountability Education 98

SmartKarrot

OCTOBER 3, 2023

Customer Success Managers are at the heart of retaining and growing customer accounts. Playbooks can be created for any business scenarios, but for the sake of brevity, we will take the example of three critical ones: customer onboarding, issue resolution and, account growth. They help clients get value from the product or service.

Management 19

Management Best practices Upselling Scripts 19

CustomerSuccessBox

JULY 19, 2022

There is no structured repository to consolidate, manage, and access best practices. In contrast, a framework covers all the best practices & fundamentals that should be present in all B2B SaaS businesses. Study the customer account health. Best Practices to include in your Customer Success Framework.

Upselling 52

Upselling SaaS Best practices B2B 52

CSM Practice

FEBRUARY 12, 2020

Since existing customers are usually more willing to buy, companies typically offer additional solutions and features in the form of upsells and cross-sells. This may be after a year when customers have fully adopted the product and your interaction allows for account expansion. ?. About CSM Practice. Qualitative Data.

Upselling 52

Upselling Customer centricity Sales Accountability 52

Amity

JANUARY 27, 2016

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. • The Link Between Customer Success, Retention, and Upsells. Expanding revenue from existing customers leads us to the topic of upsells. When I win, you win.”

Upselling 57

Upselling SaaS Best practices Sales 57

CustomerSuccessBox

JANUARY 31, 2022

Over the past few years, you’ve spent a significant amount of time and energy building a relationship with your Executive Sponsor on your account. Extra Resource: How to do effective account transitions in Customer Success? The health score should also take into account your CSM’s perception of your relationship.

Upselling 52

Upselling Accountability SaaS Best practices 52

CustomerSuccessBox

DECEMBER 28, 2021

Will they be better able to read the documentation? B2B customer segmentation best practices. The best practices outlined below will help you optimize your segmentation schemes so that you deliver a superior customer experience while prioritizing your resources. Are your clients autonomous? Do you have many?

B2B 52

B2B SaaS Best practices Accountability 52

CustomerSuccessBox

NOVEMBER 2, 2021

The y-axis shows the average revenue per account (ARPA) per year. A churn you never accounted for, churn which is eating your portfolio like a termite. Example- account managers, CSMs, other champions, internal teams, etc to manage your team. Track their Account health early on. Both axes use a logarithmic scale.

SaaS 52

SaaS Customer retention Enterprise Accountability 52

SmartKarrot

JANUARY 12, 2023

Work with the global support and training team to share best practices and create a virtual team community. Document user feedback for product solutions, working directly with the development team. Identify opportunities for expanded use of the platform and integration into the accounts business process.

Technical Support 19

Technical Support Engineering Best practices Upselling 19

SmartKarrot

SEPTEMBER 19, 2022

Leads senior and experienced direct reports and colleagues while holding the team accountable to high standards and developmental goals; holds crew and self accountable to financial targets. Optimize and make sure the client is using bob according to the best-practices.

Upselling 19

Upselling Technical Support Accountability Coaching 19

SmartKarrot

AUGUST 30, 2022

Role: Director of Customer Success Location: Chicago, IL, US (Hybrid) Organization: Grubhub As a Director of Customer Success, you will manage the stellar Corporate Accounts Client Success team, overseeing all new client implementation, client retention, satisfaction, and client up-sells for the Grubhub’s corporate accounts team.

Upselling 19

Upselling Coaching Accountability Engineering 19

CustomerSuccessBox

JANUARY 2, 2022

Apart from best practices, what other value-added services that you can offer? Net Revenue Retention takes into account, Revenue gained from renewals and upgrades, and Revenue lost due to churn and downgrades. Every stage of the buyer/customer journey, be it customer onboarding, adoption, renewal, upsell, etc.

SaaS 52

SaaS Metrics Accountability Upselling 52

EPIC Connections

SEPTEMBER 10, 2018

Here are the cloud contact center implementation pitfalls to avoid and the best practices executives need to craft solutions that meet your company’s needs. During this first phase, it’s critical that a company assess its internal needs and create and document business requirements. Professional Services Best Practices.

Cloud contact 33

Cloud contact Contact Center Call flow Best practices 33

SmartKarrot

APRIL 18, 2022

Drive employee engagement and a high-performance culture within the teams, ensuring effective performance management, coaching, and development of the teams, and creating an environment where people can excel through accountability, encouragement, and empowerment. Drives innovation, best practices, and process improvement.

Advertising 19

Advertising Customer advocacy Finance Best practices 19

SmartKarrot

NOVEMBER 17, 2022

Drive operational practices to track the performance of teams and individuals. Work closely with Growth management to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., Measure, track, analyze and report key account metrics. Map and benchmark competition and share best practices.

Benchmark 19

Benchmark Accountability Upselling Engineering 19

Callminer

SEPTEMBER 14, 2020

Business analysts working in call center operations must have a thorough understanding of regulatory requirements to ensure that processes, technology solutions and other strategic initiatives are compliant with all relevant regulations, such as PCI-DSS or the Fair Debt Collection Practices Act (FDCPA).

Call Center 182

Call Center Analytics First call resolution Metrics 182

SmartKarrot

NOVEMBER 24, 2022

Role: Director of Customer Success Location: Remote, United States Organization: Hawke Media As a Director of Customer Success, you will establish a culture of high performance, accountability, and solutions-oriented thinking. Act as a customer advocate to internal teams and be an “expert” in the account. Apply here: [link].

Customer advocacy 19

Customer advocacy Upselling Accountability Best practices 19

SmartKarrot

APRIL 8, 2022

Collaborate with growth marketing and broader BetterUp leaders to unify all field-based account efforts and amplify outcomes. Build end-to-end flow for site experience, working with our product, billing, and deployment teams to make sure we provide best-in-class service. Apply here: [link].

Accountability 19

Accountability Government Upselling Metrics 19

SmartKarrot

MARCH 11, 2024

This plan is not just a document; it’s a strategic approach that aligns your team’s efforts with the client’s goals, fostering a collaborative journey towards success. 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

FEBRUARY 23, 2023

To encourage adoption, keep your knowledge of Clover Assistant capabilities and best practices workflows current. To assist practices and providers, document workflows and other assets. Promote trusting relationships between Clover and the practices employing Clover Assistant by displaying provider empathy.

Customer retention 19

Customer retention Upselling Accountability Best practices 19

SmartKarrot

AUGUST 17, 2021

Develops and drives strategic plans to meet performance expectations and identifies expansion opportunities to drive growth within key accounts. Document and implement data management best practices for your team. Drive operational efficiency by automating and improving processes and best practices.

Best practices 19

Best practices Education Upselling Accountability 19

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

FEBRUARY 1, 2022

Oversee customer onboarding, strategic business reviews, success plans, contract renewals and upsell opportunities. Responsible for account-level expansion initiatives. Being the main point of contact between the company and your portfolio of named accounts. Provide proactive strategy with your assigned customer accounts.

Accountability 19

Accountability Healthcare Upselling Metrics 19

CustomerSuccessBox

APRIL 3, 2022

It enables Customer success managers like you to deliver a consistent customer onboarding experience, improve retention and drive upsell We’re that excited to have you on board! Sharing Best practices in Customer Success specific to your business case. Best Regards, New feature announcement Email templates.

APIs 52

APIs Accountability SaaS Marketing 52

SmartKarrot

JUNE 16, 2022

Be a strategic partner to the Head of the Customer Success practice by continually innovating and improving on both the program offerings and method of how we engage to execute. Oversee the implementation and documentation of best practices across the K1 portfolio to drive impact more broadly across the portfolio.

Customer advocacy 15

Customer advocacy Best practices Government Upselling 15

ChurnZero

APRIL 5, 2019

If a customer isn’t engaging in upselling, they are often heading towards churn. Often times , they are teetering on the edge of renewal or cancellation and may end up as a churn ed account. However, retention is essential when it comes to older accounts. SuccessHacker. Tips brought to you by:?

Customer centricity 40

Customer centricity Upselling Accountability Customer retention 40

SmartKarrot

APRIL 28, 2021

Oversee process for contract and document execution. Continually engage internally and cross-functionally to learn about new business applications, positioning the REEF brand and upselling new opportunities to clients. Troubleshoot issues (may be related to payments, relationship, field operations).

Real estate 10

Real estate Upselling Customer retention Accountability 10