Totango

MARCH 15, 2022

Your human resources practices, your project management procedures and your technology strategy all need to come together in order for you to scale up without overextending yourself. Repeatable processes can be automated, which allows your technology to do more heavy lifting for you, reducing the burden on your human staff.

Best practices 98

Best practices Enterprise Upselling Scripts 98

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. Then we’ll look at how digital technology has made the traditional QBR outdated and how AI is helping software providers increase the efficiency of SaaS QBRs. What Is a QBR in SaaS? Reimagining the SaaS QBR

SaaS 100

SaaS Journey mapping Upselling Best practices 100

Callminer

JUNE 3, 2019

Speech analytics technology leaves no room for guessing. It also removes the potential for any internal bias, offering both agents and managers the peace-of-mind they need to ensure they’re holding each other accountable. When it comes to employee nurturement, investing in the right technology pays off.

Best practices 140

Best practices Average Handle Time Analytics Coaching 140

Totango

FEBRUARY 9, 2022

Knowing how to use technology to optimize your contract renewal process can increase your retention rates and your revenue. In this article, we’ll discuss five essential technology tools you can use to automate your contract renewal procedures. Following best practices to automate retention can optimize renewal rates.

Customer retention 96

Customer retention SaaS Best practices Upselling 96

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. His background includes transforming organizations, implementing best practices, and optimizing processes enhancing operational excellence.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

SmartKarrot

JUNE 16, 2020

A list of Top 8 SaaS Account Management Best Practices to help you grow your existing accounts and increase revenue. #1 1 Define Key or Strategic Accounts. The ideal Account Manager should be a problem solver who is sensitive to the client’s needs and spends time and energy to make them successful.

Best practices 10

Best practices SaaS Accountability Management 10

ShepHyken

SEPTEMBER 20, 2019

With more B2B companies choosing support software technology as their “hub” for all customer communication, it’s important to determine what departments need access and why. Customer Success / Account Management – Outside of support, this team interacts with customers the most frequently.

B2B 268

B2B Customer Support CRM B2C 268

Totango

NOVEMBER 25, 2020

Number of Accounts. Accounts with Open High Priority Tickets. Account Coverage. This allows for a deeper understanding of who your customers are and informs both when and how they can best be engaged. This allows for a deeper understanding of who your customers are and informs both when and how they can best be engaged.

CRM 109

CRM Upselling Metrics Accountability 109

Influitive

MAY 12, 2016

That’s one reason why account-based marketing has become a popular strategy in recent years. Calling ABM a “B2B marketing must-have,” 58 percent of marketers plan to invest in ABM technology or services this year, according to SiriusDecisions. Learn how to make your account-based marketing more effective with advocacy.

Accountability 61

Accountability Marketing B2B Customer advocacy 61

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

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 94

B2B Customer Service Interactive Voice Response B2C 94

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 93

Management Upselling Coaching Best practices 93

Totango

MAY 10, 2022

Regular usage of accounts and product features. Trials of upsell products. Promoting product usage increases the value clients derive from your product, increasing the likelihood of renewals, upsells, and referrals. One of the most essential technology tools you can use to boost engagement is a customer success platform.

Journey mapping 78

Journey mapping SaaS Enterprise B2B 78

Totango

DECEMBER 21, 2021

We’ll also look at how choosing the right technology can help you implement your milestone messaging strategy. Effective customer success automation relies on the strategic use of technology to communicate with customers at key points and event triggers in their customer journey. New Feature Announcements.

Management 108

Management Best practices Upselling Accountability 108

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 94

Upselling CRM Revenue potential Feedback 94

Totango

SEPTEMBER 17, 2021

But is it the best way to sell a SaaS product? We’ll also consider how technology can help you optimize a freemium model to maximize its advantages and minimize its weaknesses. A January 2021 survey by the Technology and Services Industry Association (TSIA) found that 55% of technology providers now use freemium offers.

SaaS 76

SaaS Best practices Upselling Journey mapping 76

Totango

DECEMBER 28, 2020

Invest in the right customer success technology partner. Take advantage of Cisco incentive payouts (offset technology costs). Leverage the latest customer success best practices. Invest in the Right Customer Success Technology Partner . Identifies at-risk customers and upsell opportunities quickly.

Best practices 81

Best practices Upselling Analytics Technology 81

CustomerSuccessBox

JUNE 22, 2021

An account health score is a value that indicates the long-term prospect for a customer. every stage, you need some kind of a health score to evaluate the status of the account and decide how you would engage with the account to take it ahead in the journey. Read Best practices to calculate health score.

Accountability 52

Accountability Upselling B2B SaaS 52

ChurnZero

FEBRUARY 17, 2021

Technology Services Industry Association (TSIA) has a library of 751 business challenges, which represent specific issues about which members go to seek assistance, guidance, or direction on. Best Practices for Creating Customer Success Capabilities and Organizations. Account Segmentation. Customer Success Technology.

Best practices 78

Best practices Upselling Analytics SaaS 78

Totango

MARCH 26, 2021

Today’s Customer Lifecycle Is Technology-driven. As the concept of the customer lifecycle has developed, understandings have changed under the influence of technology. In this article, we’ll paint a full picture that incorporates the latest technology and provides actionable advice for optimizing each stage of the customer lifecycle.

SaaS 67

SaaS Best practices Upselling Education 67

Totango

AUGUST 18, 2022

Finally, we’ll offer some tips on why optimizing your onboarding process matters and how you can leverage technology to integrate your checklist into an efficient onboarding process. Assigning account managers. Activating accounts. Optimize Your Onboarding Checklist Implementation with Innovative Technology.

Journey mapping 95

Journey mapping SaaS Upselling Enterprise 95

Totango

DECEMBER 3, 2020

CS professionals now attest that their bonus structures are tied to company performance, renewals, net retention, upsells, and account health. . They are becoming standard because companies are increasingly recognizing how CS technologies can reduce churn and generate revenue by improving the customer experience.

Upselling 64

Upselling Accountability Enterprise Metrics 64

JustCall

AUGUST 7, 2023

Whether it’s AI streamlining service operations or AI improving customer experience, the field of customer service has greatly benefitted from this emerging technology. At the heart of conversational AI lies the fact that you use artificial intelligence technology to enable machines to communicate with humans. Image Source 2.

Sales 52

Sales Chatbots Self service Accountability 52

Totango

AUGUST 23, 2022

Finally, we’ll offer some guidelines on how to structure your B2B customer journey map around key touchpoints and how to use technology to automate an effective touchpoint management strategy. Making upsell offers. At the end of the onboarding stage, the customer is ready to begin making practical use of their product.

B2B 118

B2B Journey mapping SaaS Engineering 118

Totango

FEBRUARY 23, 2022

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. Then, we’ll walk you through a step-by-step process for creating your map, including how to incorporate technology to make your map bring about the successful results you and your customers want.

SaaS 113

SaaS Journey mapping Upselling Best practices 113

CustomerSuccessBox

JUNE 18, 2021

Is my SaaS ready for customer success technology? The webinar focuses on how to design the customer success strategy that is right for your SaaS company and how to operationalize, scale and automate that strategy through technology. Account Manager Vs Success Manager – What is the difference between them?

SaaS 52

SaaS B2B Customer retention Upselling 52

CSM Practice

AUGUST 24, 2020

Vice President of Revenue Enablement at Accent Technologies. Liz McChrystal is well versed in leading account management, business process analysis, process adoption, relationship building, and client service functions. Accent Technologies aimed to empower their customer success team in providing value to their customers.

Construction 52

Construction Best practices Upselling Sales 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

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

ClientSuccess

JANUARY 11, 2023

To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies. What’s more, this approach has a direct impact on renewal and upsell rates, making it a win-win for both your company and the customer.

Benchmark 80

Benchmark Upselling Education Best practices 80

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. With so much focus on customer success departments, investing in specific technology platforms is a necessity. Toolkit: Team Leadership Toolkit.

Upselling 52

Upselling Accountability SaaS Metrics 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). Customers aren’t looking for technology or products for the sake of having them; they’re looking for answers to their problems.

Metrics 52

Metrics Upselling Customer advocacy CRM 52

Totango

JUNE 17, 2021

Here we’ll discuss what it means, different ways you can do it, and how to leverage technology to apply it effectively. And we’ll reveal pro tips for leveraging customer segmentation using today’s technology. This can help indicate whether an account is tending toward churn or renewal and what corresponding action should be taken.

B2B 71

B2B Accountability Journey mapping 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. “The Look for one whose inbound call volume is low while yours is high.

Call Center 62

Call Center outsourcing Contact Center Upselling 62

Global Response

JANUARY 31, 2024

The Health Insurance Portability and Accountability Act (HIPAA): HIPAA applies to call centers handling healthcare information , and ensures that patient’s data is protected. What’s more, it allows them to strategically upsell and cross-sell while fully remaining in line with U.S. LET’S CONNECT Technology and compliance in U.S.

Call Center 62

Call Center Telemarketing Government Healthcare 62

ChurnZero

JANUARY 18, 2024

1: Chief customer officer at Semrush Semrush is a marketing technology company best known for its SEO tools. Own and drive the entire customer lifecycle journey, including onboarding, adoption, expansion, and renewal, by establishing best practices and processes to maximize customer success and satisfaction.”

Chief Customer Officer 52

Chief Customer Officer SaaS Sales Upselling 52