CSM Magazine

DECEMBER 13, 2023

Lack of Cross-Sell and Upsell Capabilities This gap involves using strategies that integrate sales opportunities into customer interactions. Here’s how you can bridge this gap: Provide comprehensive training for customer service representatives that focus on cross-selling and upselling.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

Totango

DECEMBER 3, 2021

Customer health is a consolidation of all the information that a company has about its customers, from all probes, people, and systems, past and present. Totango offers two ways to calculate and track customer health: Account Health and Multidimensional Health. Account Health . Multidimensional Health . Ready to get started?

Metrics 93

Metrics Accountability Upselling Enterprise 93

Totango

JULY 12, 2022

It leverages our Multidimensional Health model to help companies understand the health of their customers and engage accounts when their health changes. You can also improve your time-to-value for CSM actions by helping them to focus their time on accounts that are most at-risk or in need of attention. .

Upselling 100

Upselling Customer centricity Engineering Accountability 100

Totango

NOVEMBER 27, 2023

This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams. When customers achieve their goals, businesses will see more subscription renewals and expansion revenue from upsell and cross-sell opportunities. Upcoming renewals.

B2B 92

B2B CRM Enterprise Upselling 92

Totango

AUGUST 14, 2020

Audience: When it comes to relaying feedback to internal stakeholders, what tools do you use to collect customer feedback, share it internally, and present it in a clear way? Which then got our account teams, sales team, product teams, and support teams all excited and asking how to leverage Totango. I’m impacting how I work.

Accountability 156

Accountability Feedback Sales Upselling 156

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. Shep Hyken, Chief Amazement Officer at Shepard Presentations. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Totango

MARCH 29, 2022

Keeping entire teams up-to-date on customer health is key to being able to accurately anticipate customer needs — both in the present and future. For Hannah Strickland, a customer success manager at Incident IQ , the use of Totango and HubSpot has been a game changer for her team’s understanding of their customer accounts.

Customer advocacy 94

Customer advocacy Upselling Accountability Sales 94

Totango

AUGUST 9, 2022

Sales : Sales teams can use customer segmentation to group prospects and customers based on propensity to buy, potential transaction value and upsell opportunities. This can help teams prioritize high-value opportunities and tailor sales presentations for personalized appeal. Fill Out the Right Segmentation Buckets.

Best practices 100

Best practices B2B Journey mapping Upselling 100

Beyond Philosophy

APRIL 14, 2022

Let that upsell be someone else’s job. So, they started having customer service not only solve the present problem but also inform and educate the customer on how a higher plan level would serve them better. . Can I please have your account number?” This blog was written in partnership with Zendesk.

Contact Center 195

Contact Center Upselling Education Engineering 195

Totango

JULY 28, 2021

In this blog we’ll share five of the most important best practices for hiring a customer success manager. Suggesting upsells. Consider qualities such as organizational and presentation skills as well as soft skills needed for interacting with customers, such as communication skills. What Is a Customer Success Manager?

Best practices 118

Best practices Management Brand ambassadors Upselling 118

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. While this blog focuses on customer financial metrics, it is part of blog series, where we examine each customer success metric category in separate blogs.

Metrics 52

Metrics Upselling SaaS Accountability 52

SmartKarrot

OCTOBER 26, 2022

Implementing a comprehensive account management program is the greatest approach to preventing an expensive breakup with your most valuable clients. Key account management is the tactical method businesses use to manage and expand their most crucial clients. 6 Account Management Best Practices for B2B Companies!

Best practices 11

Best practices B2B Accountability Management 11

CustomerSuccessBox

FEBRUARY 2, 2022

Extra Resource: How to do Effective account transitions in Customer Success. Find out who is: in charge of the key accounts, in charge of the team’s culture, and the innovator who is in charge of developing new processes and propelling the company forward. Yet they are frequently taken into account.

Upselling 52

Upselling Education Accountability Engineering 52

ClientSuccess

MARCH 8, 2022

This includes the initial sales value, upsells or expansion deals, ad hoc change orders throughout the partnership, and renewal value. CLV matters to customer success teams because although sales reps manage initial deals, many of the post-sales revenue (upsells, expansions, renewals, etc.) are managed in some part by CSMs.

Upselling 75

Upselling SaaS Sales Metrics 75

ChurnZero

JULY 29, 2022

Conversely, if a customer’s mastery of a solution indicates a potential for upselling, your teams can present expansion offers that are grounded in the customer’s realized value. Therefore, it pays —both in the form of higher NRR growth and business valuation —to have a team focused on keeping and expanding accounts.

SaaS 98

SaaS Customer centricity Upselling Accountability 98

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

JUNE 24, 2022

The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies. On the other hand, when data reflects high customer satisfaction, CS teams can extend upsell offers or referral invitations. Conversion from freemium to paying customer.

Best practices 103

Best practices SaaS Journey mapping B2C 103

CustomerSuccessBox

OCTOBER 5, 2021

The following are the key considerations that you must look at (for improving retention, increase renewals & upsells, etc. Account health KPIs- Product adoption, customer usage, etc. If you have more renewals, less churn & higher upsell then obviously your NRR is going to be positive and vice-versa. Some of them are.

Upselling 59

Upselling SaaS Metrics Accountability 59

SmartKarrot

OCTOBER 25, 2023

In the dynamic world of business, the role of a Strategic Account Manager (SAM) goes beyond onboarding and tracking usage. In this blog, we’ll break down the core components of having a strategic playbook and how having one will ensure client retention and advocacy. A crucial aspect of KPIs is their dynamic nature.

Accountability 10

Accountability Construction Upselling Education 10

ChurnZero

APRIL 15, 2022

Like a magician flexing their psychic power, pinpointing the most ideal time to present your customer with an expansion opportunity can’t be left to intuition. Use ChurnZero plays to increase license-based upsells. Build an alert for the segment that notifies CSMs (and their manager) when an account enters the segment.

Accountability 98

Accountability SaaS Upselling Metrics 98

Totango

APRIL 16, 2021

This lays the groundwork for subscription renewals and upsell opportunities. Personalized data can be useful for accessing customer account information to speed up support time, pinpointing what customers need help with and matching customers with the right personnel to assist them. Usage data may also highlight an upsell opportunity.

Personalization 69

Personalization Upselling Benchmark SaaS 69

CustomerSuccessBox

MAY 25, 2021

Loyal customers contribute to your revenue growth through Upsells, providing referrals, and advocacy. Net Retention Revenue (NRR) takes into account the total revenue earned minus any revenue churn (caused due to departing customers or customers who have downgraded) plus any revenue gained through upsells or cross-sells, .

Customer retention 52

Customer retention Metrics Upselling SaaS 52

Totango

OCTOBER 20, 2022

Customer success managers are critical at SaaS companies, where they help deliver results that promote subscription renewals and upsells. They should be comfortable performing sales functions such as encouraging subscription renewals, upselling, and cross-selling. What Makes a Good Customer Success Manager? Problem-Solving.

Management 91

Management Upselling Coaching Best practices 91

CustomerSuccessBox

MARCH 18, 2020

So, when the time comes for that renewal or upsell, you have built the relation to bring it up without any awkwardness. For accounts where weekly or even monthly calls don’t make sense, quarterly business reviews (QBRs) can be a great way to maintain the customer relationship. So what are you waiting for? The post Can’t travel?

Management 115

Management SaaS Upselling Accountability 115

Nicereply

FEBRUARY 2, 2024

Customer Experience vs. Customer Service vs. Account Management While there are similarities with other customer-facing initiatives, you shouldn’t confuse customer success with other similar terms. To help you make the distinction, here are brief explanations of customer success, customer experience, customer service, and account management.

Education 59

Education Accountability Customer retention Journey mapping 59

SmartKarrot

OCTOBER 13, 2022

However, many companies have different strategies and approaches when it comes to who should own/lead account expansion and how involved CSMs should be. You could offer them an extra set of features for the current product or service (aka an upsell). The best lifecycle stage for an account to upsell and cross-sell to customers.

Accountability 10

Accountability Management Upselling Customer advocacy 10

Totango

AUGUST 21, 2020

I would say our challenge isn’t with the actual tool, it would be with how data is presented across the SAP landscape that leads to 80% of the questions and support tickets. As Keith also shared, the field was hungry for this opportunity to collaborate and have easy access and visibility to their broader customer and account team.

Upselling 115

Upselling Accountability Metrics SaaS 115

CustomerSuccessBox

MAY 31, 2021

The other responsibilities of a CSM includes- i) Account escalation ii)Periodic health check iii) customer advocacy iv) Renewals and upsells. To know more details about other key responsibilities of CSM, check out this blog – 6 Key Responsibilities of a Customer Success Manager in a SaaS Company. How many do you need?

Management 52

Management SaaS Customer advocacy Accountability 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. While this blog focuses on customer financial metrics, it is part of blog series, where we examine each customer success metric category in separate blogs.

Metrics 52

Metrics SaaS Customer retention Upselling 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. While this blog focuses on customer financial metrics, it is part of blog series, where we examine each customer success metric category in separate blogs.

Metrics 52

Metrics SaaS Customer retention Upselling 52

CustomerSuccessBox

JUNE 8, 2021

Manage all aspects of client onboarding, including gathering information from customers, conducting training and initial account setup. Drive Renewals and Upsells. Establish upsell and cross-sell playbooks to expand the organization’s footprint within the customer base. Can you present your past team quarterly performance?

Upselling 52

Upselling SaaS Metrics Best practices 52

ClientSuccess

MAY 25, 2021

Customer satisfaction, account growth, and renewals have become some of the foundational elements of any long-term success strategy, right alongside a robust sales program. They also help develop and implement scalable customer success processes and mitigate any issues with customer accounts. . Executives.

Upselling 52

Upselling Accountability SaaS Coaching 52

ChurnZero

JULY 9, 2020

You can also host customer panel or ask me anything (AMA) webinars to encourage more interactive, dynamic discussions compared to the traditional format with a sole presenter or one-way dialogue. For these types of less scripted presentations, having a moderator who is highly knowledgeable on the topic is a must.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

ClientSuccess

MAY 11, 2021

Additionally, sharing upsell information with a sales rep and reporting customer health to executives could also be on there. Additionally, project tracking ensures that your team – and your customers – are held accountable on deadlines and deliverables. . Let’s think about some of the typical to-dos for a CSM on any given day.

CRM 54

CRM Upselling SaaS Metrics 54

CSM Magazine

DECEMBER 19, 2020

The support executives will get suggestions on blogs and videos that will solve customer queries. Separate individuals and priority should be given to high-value accounts to provide them with a premium experience. Integrate the CRM with ERP or any other software that you use for accounting and maintaining customer records.

CRM 52

CRM Customer Service Upselling Analytics 52

SmartKarrot

OCTOBER 28, 2022

What is Strategic Account Management? This approach is called strategic account management for enterprises (also known as key account management). The Responsibility of Strategic Account Manager. Do you want to handle both accounts equally? Like what you are reading? Sign up for our newsletter. contact-form-7].

Accountability 10

Accountability Management Upselling B2B 10

CSM Practice

DECEMBER 8, 2019

Revealing opportunities for cross-sells and upsells. Step 2: Map the Top 10 Reasons with Accounts. Each CSM identifies at-risk accounts for each of the top ten reasons. One customer account may be associated with multiple churn reasons, and input from each CSM is collated into a single spreadsheet.

SaaS 88

SaaS Customer retention Accountability Feedback 88