JustCall

APRIL 3, 2023

Account management: The customer success team also manages customer accounts and ensures that they are getting the most value from your product or service. Renewals and upsells : Another important area of responsibility for the customer success team is driving customer renewals and identifying opportunities for upsells.

Upselling 52

Upselling Metrics Best practices Customer centricity 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. . 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

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

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

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 85

Enterprise Upselling Education Accountability 85

Totango

AUGUST 18, 2022

Assigning account managers. Activating accounts. Educating the customer on how your platform can support their business goals. It also promotes higher product usage, increases the likelihood of upselling purchases and encourages customers to become enthusiastic brand advocates. Creating usernames and passwords.

Journey mapping 92

Journey mapping SaaS Upselling Enterprise 92

CustomerSuccessBox

JUNE 9, 2021

They’ll be very good at it, they’ll be very quick at it, added the experience of onboarding customers and thus are likely to be a lot more consistent, a lot more professional approach in comparison to a generic team, who are likely to be more busy handling accounts as well in comparison to Onboarding specialists.

SaaS 52

SaaS Management Upselling B2B 52

CSM Practice

AUGUST 24, 2020

Liz McChrystal is well versed in leading account management, business process analysis, process adoption, relationship building, and client service functions. We recommend watching the recorded session to learn best practices in developing a Customer Maturity Scoring Model and best practices in how to leverage one for best practices.

Construction 52

Construction Best practices Upselling Sales 52

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

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

CustomerSuccessBox

APRIL 18, 2022

As each current customer is a potential lead for a renewal event, an upsell or cross-sell, and a source of sales and marketing proof. Product-led Customer Success best practices. This requires proactive, fast, and educational outreach. Which again requires your customer base to be successful enough. Final thoughts.

SaaS 52

SaaS Education Upselling Best practices 52

CSM Practice

FEBRUARY 24, 2020

Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices. 1. Average Revenue Per Account (ARPA). Average Revenue Per Customer = Total Revenue / Number of Accounts.

Metrics 52

Metrics Upselling SaaS Accountability 52

CSM Practice

FEBRUARY 24, 2020

Even though it doesn’t take the level of engagement into account, it is infinitely better than tracking logins. Improving usage rates can lead to higher retention, expansion into additional features, lower churn, and easier upsells and cross-sells. About CSM Practice. The Foundation to Accountable Customers: [link].

Metrics 52

Metrics Education Upselling SaaS 52

Lumoa

AUGUST 8, 2023

According to Gartner research, leveraging the data obtained from direct customer feedback can increase the chances of upselling and cross-selling by 15-20%. Let’s dive into some best practices for interpreting and utilizing survey insights. This shows the tangible, bottom-line benefits of listening to your customers.

Surveys 83

Surveys Feedback Banking Best practices 83

SmartKarrot

NOVEMBER 29, 2021

Become the AtoB expert and educate your customers on best practices regarding AtoB. Actively identify and close expansion opportunities (upsell) that align with the customer’s needs. Become the AtoB expert and educate your customers on best practices regarding AtoB. Apply here: [link].

Upselling 19

Upselling Education Best practices Government 19

ChurnZero

NOVEMBER 27, 2019

The Customer SuccessCon event series provides an intimate setting to learn, share best practices and speak freely and openly about the current state of Customer Success. . T hey can serve to increase the accountability of both your customer s and your team. . . A re you assessing health? Automating processes?

Chief Customer Officer 75

Chief Customer Officer SaaS Metrics Education 75

Totango

MAY 21, 2019

They trust your brand and are more likely to spread word-of-mouth advertising or accept an upsell. This may mean they need further education or support. In order to retain lifelong customers, you need to educate and engage them on a regular basis. 2: It Takes Too Long to Get Going.

Customer centricity 85

Customer centricity Education Upselling Advertising 85

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

SmartKarrot

NOVEMBER 22, 2022

Evolve and scale a service organization that improves activation and upsells in a product-led, support-driven environment. You will partner with leadership across sales, ops and account management to ensure governance and standard best practices are not only in place but followed. Apply here: [link]. Apply here: [link].

Best practices 19

Best practices Customer advocacy Government Upselling 19

ChurnZero

AUGUST 11, 2020

Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? The more you educate your customers on the platform, the more they become advocates and refer your platform for you,” says Timothy Murenzi, founder of GoAnalyze. This is shocking.

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

CSM Practice

FEBRUARY 24, 2020

Even though it doesn’t take the level of engagement into account, it is infinitely better than tracking logins. Improving usage rates can lead to higher retention, expansion into additional features, lower churn, and easier upsells and cross-sells. About CSM Practice. The Foundation to Accountable Customers: [link].

Metrics 52

Metrics Education Best practices Accountability 52

CSM Practice

FEBRUARY 24, 2020

Even though it doesn’t take the level of engagement into account, it is infinitely better than tracking logins. Improving usage rates can lead to higher retention, expansion into additional features, lower churn, and easier upsells and cross-sells. About CSM Practice. The Foundation to Accountable Customers: [link].

Metrics 52

Metrics Education Best practices Accountability 52

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

SmartKarrot

FEBRUARY 10, 2022

Partner with the sales team to maximize their win rate and help to identify areas for account growth within existing accounts. Develop best practices for new customer onboarding and customer growth to ensure ongoing customer success. Provide proactive strategy with your assigned customer accounts.

Education 19

Education Best practices Upselling B2B 19

Totango

OCTOBER 29, 2019

They must know how to educate customers so that they will receive value from the product quickly. 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 2019, most managers handled between 15 to 50 accounts.

Upselling 61

Upselling Feedback Customer advocacy Accountability 61

SmartKarrot

OCTOBER 12, 2022

Help clients operationalize testing and personalization best practices across multiple channels. Consult with clients on product features, functionality and onboarding best practices. Identify cross organizational opportunities for account growth (expansion and new accounts).

Best practices 19

Best practices Consulting Consulting Government 19

SmartKarrot

NOVEMBER 8, 2022

Work with the team leaders to manage ongoing CS activities: onboarding, training, customer support, customer success management, and customer education. Support the Business of Law sales teams (both new business and account management) throughout the new client and renewal sales cycles. Apply here: [link].

Coaching 19

Coaching Customer advocacy SaaS Strategic Value 19

SmartKarrot

NOVEMBER 15, 2021

Champion customer messaging strategy to drive customer education and influence customer behaviors. Ensure customer success team is adhering to customer engagement best practices. Maintaining records for client accounts. Manage a large book of business and be accountable for high renewal rates. Apply here: [link].

Real estate 19

Real estate Inbound sales Upselling Customer advocacy 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

SEPTEMBER 12, 2022

As a Client Success Director, you will develop and execute strategic account management plans for your client portfolio. Develop trusted advisor relationships with key accounts, customer stakeholders, and executive sponsors. Identify, own, upsell and uplift opportunities. Retaining and growing existing accounts.

Best practices 19

Best practices Metrics Upselling Accountability 19

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

ChurnZero

DECEMBER 14, 2018

This spotlight will be featuring, George Boyar , Director of Customer Success at Mentor Collective, who partners with higher education institutions to help students develop a deep sense of belonging, build a connection to their institution, and ultimately succeed, by leveraging peer mentorship and technology. ChurnZero Resource.

Upselling 45

Upselling Best practices Education Customer retention 45

ShepHyken

SEPTEMBER 7, 2023

Provide them with checklists, guides, and best practices. Account management Offer workshops on relationship-building, active listening, and consultative selling for identifying upsell or cross-sell opportunities. Regularly update training materials based on customer feedback.

Customer centricity 334

Customer centricity B2C Feedback Upselling 334

Amity

NOVEMBER 27, 2017

This is why organizations need to understand what success looks like at the individual account level as many will define success with your product or service differently than you would. ” This is where best practice sharing can be so powerful. Customer education (content) is paramount regardless of industry.

SaaS 71

SaaS industry standards Upselling Education 71

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

SEPTEMBER 25, 2017

I started early on in a blue-collar, manufacturing background doing account management and account services. I then lived in Mexico for a year and did some account management there, which I continued to do when I returned to Michigan. We regularly look at CSAT, NPS, retention, upsells, health score, and churn.

B2C 0

B2C SaaS Accountability B2B 0

Amity

JANUARY 30, 2019

Account Management / CS Sales. Do you have cross-sell or upsell opportunities with your product? If so, consider an Account Management or Customer Success sales team to drive your expansion and grow revenue from your existing customer base. These are just a few benefits of an education team. Customer Experience.

Education 61

Education Engineering B2C Technical Support 61