Totango

JUNE 23, 2020

The COVID-19 pandemic has created uncertainty across the market and enterprises of all kinds are looking for a solid understanding of their customer base as they prepare for recovery. Five basic customer success best practices can help move the needle on your net promoter scores: Segment to Find Trends. Turn Data into Actions.

Best practices 62

Best practices Brand ambassadors Surveys Enterprise 62

SmartKarrot

OCTOBER 5, 2023

Businesses today strive to get growth from existing accounts and, the role of Enterprise Account Management has come to the forefront in that regard. It involves multiple roles and processes to manage the unique needs and challenges of enterprise clients, fostering relationships and ensuring customer growth.

Enterprise 10

Enterprise Accountability Management Upselling 10

Totango

MARCH 21, 2019

So, what customer success team goals can help your enterprise generate real results? 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.

Enterprise 85

Enterprise Upselling Education Accountability 85

Totango

AUGUST 16, 2022

Customer retention software automates best practices for maintaining clients, helping you deliver successful outcomes that inspire subscription renewals and repeat business. Here’s our guide to today’s best customer retention management software. Identifying customers in the market for upsell offers and referral invitations.

Customer retention 98

Customer retention Upselling CRM SaaS 98

Totango

MAY 10, 2022

In this blog, we’ll look at the essentials of a customer engagement strategy, particularly how to use it to engage enterprise clients. After considering what a customer engagement strategy is and its benefits, we’ll offer ten key tips for keeping enterprise executives and stakeholders engaged. Trials of upsell products.

Journey mapping 76

Journey mapping SaaS Enterprise B2B 76

ClientSuccess

FEBRUARY 8, 2023

The Account Executive (AE) that closed the initial – new logo – sale continues to collaborate with the CSM throughout the relationship and owns any expansion opportunities and the renewal. I’ve seen several titles associated with this role – Account Manager (AM), Renewals Specialist, Customer Account Executive, Client Executive, etc.

SaaS 71

SaaS Upselling Accountability Sales 71

Totango

JULY 5, 2022

Make the Most of Upsell Opportunities. Upsells are the result of the growth a customer has enjoyed because of your commitment to delivering lifetime value. By utilizing a customer success software, you will be able to have deeper insight into your customers’ businesses and recognize when upsell opportunities present themselves.

Upselling 97

Upselling Accountability CRM Best practices 97

Totango

MARCH 15, 2022

This enables your staff to support more customers per staff member instead of tying you down to a 1-to-1 ratio between customers and account managers. The same principle applies to your procedures for each stage of your customer journey , including adoption , escalation , renewal , upsells and brand advocacy.

Best practices 95

Best practices Enterprise Upselling Scripts 95

Totango

FEBRUARY 9, 2022

For top-tier, or Enterprise, customers this conversation usually begins 6 months prior to the renewal date. In a minimally proactive scenario, a company might assign individual account managers to email, text, or call customers at renewal time. Following best practices to automate retention can optimize renewal rates.

Customer retention 93

Customer retention SaaS Best practices Upselling 93

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. However, if you are looking for a one-shop-stop solution for customer and employee experience and you have the budget of a large-scale enterprise, Qualtrics can be the right solution for you.

Feedback 83

Feedback Consulting Consulting Enterprise 83

Totango

NOVEMBER 25, 2020

With the context provided by these data sets, your enterprise can make informed decisions on how to engage with customers in a personal, proactive manner. . Number of Accounts. Accounts with Open High Priority Tickets. Account Coverage. Doesn’t leverage the latest best practices. Financial data.

CRM 107

CRM Upselling Metrics Accountability 107

Totango

APRIL 4, 2024

I recently hosted a webinar with four leaders from our team to learn how they work together to bolster retention, expansion, and upsells as a truly unified CS and sales front. One tool that Katie finds helpful in her role is a RACI matrix that designates accountability to relevant stakeholders involved in a project, task, or decision.

Sales 89

Sales Upselling Accountability SaaS 89

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. He also sits on the board of Directors for CSPN. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Totango

SEPTEMBER 1, 2022

Here we’ll show you how to update your SaaS QBR strategy to keep up with the latest technology and best practices. Finally, we’ll offer some tips on updating your QBR SaaS strategy to leverage the latest technology and best practices. First, we’ll examine what a SaaS QBR is and why they’ve become so important.

SaaS 97

SaaS Journey mapping Upselling Best practices 97

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 78

Enterprise Upselling Feedback Advertising 78

Totango

MAY 17, 2021

Tracking this alerts you to churn risks as well as upsell opportunities, empowering you to take appropriate action. It can also be considered in terms of account activity. Knowing how actively customers are engaging your product provides you with important insights you can put to practical use. Account growth rates.

Management 62

Management Upselling Metrics Accountability 62

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. Ensure that your platform of choice is scalable to grow and evolve alongside your enterprise. Completing profiles.

Journey mapping 92

Journey mapping SaaS Upselling Enterprise 92

Totango

NOVEMBER 23, 2021

This, in turn, makes it difficult to intervene with customers who are at risk of churn, as well as challenging to spot upsell opportunities. Your Upsells Are Going Down. Look for a CS platform that lets you spot emerging upsell opportunities as well as customers at risk of churn. Your Escalations Are Going Up.

Upselling 91

Upselling CRM Revenue potential Feedback 91

ChurnZero

OCTOBER 1, 2022

In our webinar, “ Champion scalable and sustainable growth through the power of Customer Success ,” Valuize shares how top enterprises drive market-leading NRR by consistently discovering new value and expansion opportunities through CSQLs and seamless operations. Q: Should CSM roles close upsell deals? I have worked it as a CSM.

B2C 97

B2C Upselling B2B Accountability 97

Totango

MARCH 4, 2022

When delivered manually, it may be handled by dedicated customer service agents or by other company representatives, such as account managers and customer success managers. In many cases, a dedicated customer success manager is assigned to an individual customer account. B2B customer service may be manual or automated.

B2B 91

B2B Customer Service Interactive Voice Response B2C 91

Totango

OCTOBER 20, 2022

We’ll cover these below, along with five best practices to follow when bringing a new customer success manager aboard your team. Customer success managers are critical at SaaS companies, where they help deliver results that promote subscription renewals and upsells. What Is a Customer Success Manager (CSM)? Initiative.

Management 90

Management Upselling Coaching Best practices 90

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

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

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 86

SaaS Upselling Best practices Customer retention 86

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

Totango

DECEMBER 21, 2021

Using technology to trigger automated messages at these junctures enables you to ensure that best practices are followed, increasing customer satisfaction and the likelihood of customers deciding to renew. It also can create an opportunity for upsell offers when applicable. New Feature Announcements.

Management 105

Management Best practices Upselling Accountability 105

Totango

FEBRUARY 23, 2022

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. Expansion : a satisfied customer increases their usage of your product and brand to include advanced features, upgrades, and upsells. To encourage desired outcomes at each stage, you can deploy automated best practices.

SaaS 110

SaaS Journey mapping Upselling Best practices 110

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

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. Look for one whose inbound call volume is low while yours is high.

Call Center 62

Call Center outsourcing Contact Center Upselling 62

Totango

SEPTEMBER 17, 2021

Creates Upsell Opportunities. A free version of your product gives your sales team an opportunity to extend an upsell offer. Implement user onboarding best practices to ensure that new freemium users start using your product and deriving value from it. Follow Best Practices to Make Your Freemium SaaS Model Work.

SaaS 74

SaaS Best practices Upselling Journey mapping 74

Totango

DECEMBER 28, 2020

Leverage the latest customer success best practices. By proactively managing the customer lifecycle you can pinpoint when customers need help before they ask, identify growth opportunities before renewal time, be alerted to at-risk accounts in enough time to course-correct and more! Customer Success Is A Growth Strategy.

Best practices 79

Best practices Upselling Analytics Technology 79

SmartKarrot

MARCH 20, 2023

Customer Success Manager, you’ll control the strategic and enterprise accounts’ post-sales customer experiences, including onboarding, product adoption, customer relationships & advocacy, renewal/expansion, and so on. creating and carrying out chances for upselling and expansion. expansion of brand-new goods.

Upselling 19

Upselling Enterprise Technical Support Finance 19

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

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. Most of the biggest SaaS businesses grow by selling expensive subscriptions to large enterprises ” Christoph Janz. Both axes use a logarithmic scale. Retaining Hunting Elephants.

SaaS 52

SaaS Customer retention Enterprise Accountability 52

CustomerSuccessBox

FEBRUARY 28, 2022

Because a net retention rate above 100% means you are excelling in receiving repeat purchases, upsells, cross-sells, and expansions. Best practices: Consumption vs subscription. Best Practices: It has its NRR retained at $2B ARR. Best Practices: 1000 customers of all pay $100k +.

SaaS 52

SaaS Best practices Enterprise Customer retention 52

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. At the end of the onboarding stage, the customer is ready to begin making practical use of their product.

B2B 115

B2B Journey mapping SaaS Engineering 115