Totango

MAY 6, 2022

We’ll define customer health score, what metrics go into it, and what it tells you about customer accounts. An average result indicates that the customer relationship is strained, placing the account at risk of churn. Usage : How often do customers use their accounts, what features do they use, and how long per session?

Best practices 117

Best practices Upselling Metrics Journey mapping 117

Totango

AUGUST 16, 2022

Identifying customers in the market for upsell offers and referral invitations. For example, you can use automated monitoring of client accounts to track user adoption rates. Highly active customers and satisfied users may be open to renewing and purchasing upgrades or additional upsell products. Dunning Management: Profitwell.

Customer retention 100

Customer retention Upselling CRM SaaS 100

Totango

JULY 19, 2021

In a 2021 survey performed by Totango, 43% of respondents reported spending more than 50% of their time working with marketing and 56% of respondents said they spend more than 50% of their time working with service and support teams. If you only check in with customers weekly or monthly, one representative can handle many accounts.

Upselling 123

Upselling Feedback Surveys Customer advocacy 123

Totango

AUGUST 11, 2022

Digital interactions that inform SaaS client relationships span the range of the customer journey , from pre-purchase marketing engagements to onboarding to subscription renewals, upsells and brand advocacy. Blog content consumption. Customer satisfaction and feedback surveys. Upsell purchases. Social media posts.

SaaS 106

SaaS Journey mapping B2B Feedback 106

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. These can include Net Promoter Score surveys and escalation monitoring tools. Your Upsells Are Going Down. appeared first on Best Customer Success Blog: Articles for Enterprise Growth.

Upselling 92

Upselling CRM Revenue potential Feedback 92

Vcaretec

JUNE 6, 2022

We plan for the peak days , we have a rigorous process for both long-form customer support calls and 30-second quick-resolution calls, and we train our staff to identify upsell and cross-sell opportunities naturally during support interactions. Ensure that your agents are trained to spot upsell and cross-sell opportunities.

Customer Care 96

Customer Care Upselling Accountability Customer Support 96

Totango

SEPTEMBER 15, 2022

Identifying opportunities for upsells and referrals. Upsell deals : How many upsell offers did you close over a period? Green indicates that the account is doing well, suggesting the customer is a good candidate for an upsell or referral offer. Red indicates the account needs attention to prevent churn.

Metrics 93

Metrics Upselling SaaS Accountability 93

CSM Magazine

DECEMBER 13, 2023

There are several ways you can bridge this gap: Conduct surveys, gather feedback, or analyze their reviews. Lack of Cross-Sell and Upsell Capabilities This gap involves using strategies that integrate sales opportunities into customer interactions. Leverage customer data when creating cross-sell upsell recommendations.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

Totango

MARCH 29, 2022

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. Increase product adoption and identify opportunities for upsell. Here’s how Totango and HubSpot help teams to create an improved customer journey.

Customer advocacy 94

Customer advocacy Upselling Accountability Sales 94

Totango

AUGUST 23, 2022

Administering customer satisfaction surveys. Making upsell offers. Blog content. 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. Customer satisfaction surveys.

B2B 116

B2B Journey mapping SaaS Engineering 116

Totango

AUGUST 14, 2020

Lucid bridges the gap between global questions and human answers by connecting buyers and sellers in one central location for survey sample groups. Which then got our account teams, sales team, product teams, and support teams all excited and asking how to leverage Totango. But what we wanted to do was really highlight the impact.

Accountability 156

Accountability Feedback Sales Upselling 156

JustCall

MARCH 29, 2022

With new conversation intelligence tools that enable reps to be proactive and aim at growing accounts rather than just minimizing churn, they’re becoming a force to reckon with in revenue operations. . In this blog, we explore the emergence of such ‘Super Reps’ and what they mean for customer experience.

Customer Experience 98

Customer Experience Upselling Coaching First call resolution 98

Lumoa

APRIL 28, 2024

If you’re reading this blog post, you are probably one of them. You can even find opportunities for cross-selling, upselling, or personalized promotions by using real-time insights and trends generated by AI. The company started out as a survey tool for academics and has grown into a multi-product feedback software.

Feedback 83

Feedback Consulting Consulting Enterprise 83

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

MAY 16, 2022

Since you choose to read this blog, I suppose you already know the gravity of Customer Success in a B2B SaaS business. A customer success tool is a software with in-built tools to provide a holistic view of your customer’s account health. Detect and Act on Upsell & Cross-sell Opportunities. Here’s how-.

Management 52

Management Upselling SaaS Accountability 52

ProProfs Blog

DECEMBER 11, 2020

Don’t worry, we’ll help you understand each of these aspects in detail in this blog piece. Gaining better profits by recommending the right products during an upsell opportunity. Once a chat or support ticket comes to an end, you need to send in a CSAT survey to your customers to capture their feedback. Let’s get started!

Metrics 148

Metrics Abandon rate Surveys Feedback 148

CSM Practice

JULY 6, 2020

We covered how to make renewals in another blog. 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. 3. Changing Customer Priorities.

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Practice

JULY 6, 2020

We covered how to make renewals in another blog. 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. 3. Changing Customer Priorities.

SaaS 71

SaaS Upselling Accountability Sales 71

Totango

JUNE 1, 2021

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. Voice of Customer: Survey responses and satisfaction scores.

Enterprise 69

Enterprise Upselling Metrics Accountability 69

Totango

AUGUST 25, 2022

It increases customer satisfaction and loyalty, driving higher subscription renewal rates, reduced churn, and more sales from upsells and referrals. Invite customers who are nearing subscription renewal to participate in customer satisfaction surveys. For example, you can: Extend premium upgrade offers to freemium customers.

SaaS 97

SaaS Upselling Metrics Journey mapping 97

Totango

DECEMBER 3, 2020

CS professionals now attest that their bonus structures are tied to company performance, renewals, net retention, upsells, and account health. . According to the CS team members surveyed in the salary report, eight elements were specifically cited as influential to overall compensation. Measure CS Team Productivity.

Upselling 64

Upselling Accountability Enterprise Metrics 64

CSM Practice

FEBRUARY 15, 2021

Takeaways from CSM Practice Customer Success Health Score Survey Results. In Q4 of 2020, CSM Practice synthesized its survey results from close to 200 of US-Based SAAS companies. The purpose of the survey was to assess the validity of common industry assumptions on customer health scores. Who Is Using a Customer Health Score?

Surveys 64

Surveys SaaS Benchmark Upselling 64

Nicereply

JANUARY 11, 2022

They are also more receptive to upselling and suggestions. Add a Survey. Surveys are an excellent way to connect with customers, especially when they can respond with only one-click. We just got a notification that you may have encountered a bug in the system when you tried to update your account information today.

Customer Service 98

Customer Service Surveys Feedback Upselling 98

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

GetFeedback

JUNE 13, 2019

Increase data quality, reduce clicks, and drive key business processes with CRM embedded surveys. By replacing open text forms with structured surveys, businesses can guide employees through a standardized input process and remove factors that may cause errors. In other words, what you put in is what you get out.

Surveys 68

Surveys Consulting Consulting Upselling 68

CustomerSuccessBox

APRIL 11, 2019

Sales delivers customer acquisition vs. Customer Success delivers product adoption + retention + upsell. The overlaps happen only when they communicate during handoffs and upsells. << Recommended Minimum>> This is the ideal level you should be at once you have 50+ accounts, 2-3 CSMs and a Head of Customer Success.

Upselling 80

Upselling CRM SaaS Customer advocacy 80

Totango

FEBRUARY 23, 2023

Chris suggests that measuring customer health is one of the most important performance indicators to determine whether an account, a segment, or your overall portfolio is healthy or at risk on their journey to success. There might be a sponsor change at a customer account. Look at the inputs, weighting, and results regularly.

Metrics 84

Metrics Upselling Accountability Enterprise 84

Totango

MARCH 2, 2021

In this blog, we’ll look at how the customer journey has been reconceived around the image of a flywheel that integrates both the pre-sales and post-sales steps in the process. T his illustrates why an effective approach to customer journey management must take into account the customer’s entire experience, not just one component.

Upselling 63

Upselling SaaS Brand ambassadors Sales 63

Nicereply

APRIL 22, 2021

The extra information about customers’ sentiment towards the deal can help you serve them better after purchase, when it comes to renewing their contract, or approaching them about additional upsells. As of now, the best way to get satisfaction feedback on closed deals is to send a CSAT email survey after a deal is marked as won or lost.

Sales 52

Sales Surveys Upselling Feedback 52

CSM Practice

SEPTEMBER 25, 2020

01:47 – Irit talks about the survey they did about the companies which reduced their forecast. 02:17 – Nick provides a context about Gainsight’s survey. 06:27 – Nick’s overview of cross-selling and upsell trends for existing customers. 08:27 – Irit’s survey about Pipeline Conversion and Subscriptions Model revenue impact.

Upselling 85

Upselling Surveys Chief Customer Officer Consulting 85

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

ClientSuccess

OCTOBER 25, 2021

Total percentage of contacts engaging with content, either marketing, educational or upsell related. Survey feedback, including from post-sales and post-onboarding surveys. Total number of contacts (and account decision-makers) serving as customer advocates. Leading Indicator 2: Successful Onboarding.

Metrics 64

Metrics Upselling SaaS Education 64

Nicereply

MAY 16, 2023

In this blog post, we’ll show you how to streamline your process with seven customer onboarding email templates. Your signature] Here’s an example from Restream: Upsell Email Template When it comes to growing your business , cross-selling and upselling to existing customers can be a great strategy.

Upselling 52

Upselling Feedback Best practices Personalization 52

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. Designing a post-onboarding survey to incorporate into your customer journey workflow. Creating usernames and passwords.

Journey mapping 93

Journey mapping SaaS Upselling Enterprise 93

Global Response

JULY 3, 2023

Call centers aren’t just for solving customer problems and upgrading customer accounts: they’re essential channels to develop customer relationships and loyalty. For one, you can ask your customers directly—through surveys, individual feedback, and so on. So, how can you do this effectively? How do you get this data, though?

Call Center 62

Call Center outsourcing Customer centricity Upselling 62

Totango

SEPTEMBER 13, 2022

Expansion of product usage through upsells. Still, manual actions may be required for achieving certain objectives, particularly with high-touch accounts and for certain support tickets. Keep your playbooks current using KPI data and customer feedback surveys to find out what’s working and isn’t. Onboarding.

SaaS 87

SaaS Upselling Best practices Customer retention 87

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. Here, we’ll show you how to create your path to customer success.

SaaS 111

SaaS Journey mapping Upselling Best practices 111