CustomerSuccessBox

FEBRUARY 14, 2019

The major KPIs of a Customer Success Manager are: Increase Lifetime Value (LTV) of the customers (by upsells, cross sells etc). The job of a Customer Success Manager is to make sure that the customers are getting the value that had been promised by the sales team and are able to achieve their goals. Create upsell opportunities.

Management 67

Management Upselling SaaS Sales 67

ClientSuccess

SEPTEMBER 3, 2020

Ideally, most objectives are quantitative and aligned to the important KPIs of the business (retention, upsell, cross-sell, NPS, # of case studies, etc.). At Omniture, one of our Strategic CSMs in EMEA was assigned to a strategic account that was a Global Fortune 100 company. And he was right. Base + Variable.

Management 111

Management Upselling Sales Accountability 111

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). It’s possible to improve the consumer targeting approach to better identify qualified clients for the sales funnel. Customer Success KPIs.

Metrics 52

Metrics Upselling Customer advocacy CRM 52

ChurnZero

JULY 9, 2020

Sure, you won customers over to get the initial purchase, but what about your post-sale courting? Celebrate (and Capitalize) on Success With Case Studies. Case studies are a mutually beneficial way to promote your product and your customer among interested audiences – so long as your features know their place in the story.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

CustomerSuccessBox

JANUARY 8, 2020

Customer success department’s responsibilities are slowly increasing to encompass several things like increasing LTV of customer base, reducing churn, providing references, case studies, customer stories to sales and marketing, providing feedback to product team, creating upsell opportunities, facilitating renewals, etc!

Upselling 52

Upselling SaaS B2B Metrics 52

JivoChat

JANUARY 17, 2021

The same proportion of B2B sales teams say account-based marketing (ABM) improves customer lifetime value , while 86% say it boosts win rates and 76% believe it delivers a higher ROI than traditional go-to-market strategies. In other words, customers love live chat, and sales teams love ABM.

Accountability 52

Accountability Sales Upselling Personalization 52

Comm100

NOVEMBER 2, 2020

We have hand-picked some of the top chatbot examples to show you how you could use AI customer service bots across channels – 5 use cases across industries, plus one case study of how a chatbot resolved 91% of live chat inquiries. A customer support chatbot is a great way to amplify account-based marketing campaigns.

Chatbots 57

Chatbots Customer Service Banking Healthcare 57

CustomerSuccessBox

MARCH 10, 2022

For customer advocacy, write case studies, and ask for referrals! Figure out the upselling opportunities and act upon customer retention. And get alerts whenever there is a need to pay attention to their accounts. In order to do so, you need to roll out NPS and customer satisfaction surveys and collect the reviews.

Management 52

Management Customer retention SaaS Customer advocacy 52

Global Response

JULY 23, 2023

Sky-High Costs The Problem: Adding on a call center creates yet another line item that must be budgeted and accounted for—and in today’s economy, that’s a difficult problem to get around. Save money and increase sales with a brand-obsessed, people-first team that delivers a high-touch, superior customer experience, every time.

Call Center 62

Call Center outsourcing Bilingual agents Service level 62

CustomerSuccessBox

MAY 18, 2022

A dedicated AI-powered customer success platform aiding SaaS firms to onboard, retain, upsell and drive MRR. Suggested blog : Account Expansion: If You Want To Grow Fast, Do This…. Suggested blog: Startup to Scale – Why an Effective Sales to Customer Success Hand-Off is Critical. CustomerSuccessBox. SuccessCoaching.

SaaS 52

SaaS Upselling Education Customer retention 52

Amity

APRIL 3, 2017

Generally speaking, CSAT is sent out after each contact made (or case solved) with your Customer Support Team. Customer Success Managers should get into the habit of checking the CSAT of the most recent interaction(s) their accounts may have had with support. This will help them have a better picture of the overall account sentiment.

Upselling 70

Upselling Metrics Feedback Accountability 70

JustCall

APRIL 5, 2023

As a part of this process, the customer success manager: Organizes welcome emails Sets up their account Resolves queries, etc. This team: Promotes products Builds customer relationships Communicates customer needs to the sales and marketing teams 5.Developing Top 5 Customer Success Tools Every Business Must Use 1.

Management 52

Management CRM Analytics Customer retention 52

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. 5 Build Stickiness.

Best practices 10

Best practices SaaS Accountability Management 10

SmartKarrot

JANUARY 13, 2023

Role: Customer Success Specialist Location: Warsaw, Mazowieckie, Poland (Hybrid) Organization: Zowie As a Customer Success Specialist, you will manage and support the success of a portfolio of customers across the entire post-sale customer journey from kick-off to advocacy and renewal. Apply here: [link].

Upselling 19

Upselling Best practices Engineering Coaching 19

SmartKarrot

SEPTEMBER 2, 2022

Build & Sustain relationships with identified accounts by becoming a trusted advisor to decision makers and executive buyers. As a Customer Success Manager, you will oversee your book of business from onboarding to renewals and upsells. Build customer advocates through reviews, case studies and references.

Upselling 19

Upselling Customer advocacy Coaching Feedback 19

SmartKarrot

APRIL 20, 2022

Identify upsell opportunities that will be directed to General Managers on the Partnerships team. Regularly run calls and presentations with your client base to share Partnerize product offerings, relevant industry trends, corporate updates, account updates. testimonials, case studies).

Upselling 19

Upselling Best practices Accountability Sales 19

SmartKarrot

JANUARY 20, 2023

Manage complex cases on compliance, payroll, invoicing, account setups, etc. Responsible and accountable for overall customer satisfaction and retention overseeing customer onboarding, account management, and expansion. You’ll also standardize the renewal process in cooperation with the Sales team to maximize retention.

Government 19

Government Upselling Accountability Customer centricity 19

SmartKarrot

MAY 13, 2022

Serve as a customer advocate internally while effectively collaborating across the organization with sales, production, content, marketing, and audience teams. Managing a book of business, overseeing renewals and closing upsells. Building clear learning plans for a wide array of clients and use cases. Apply here: [link].

Upselling 19

Upselling Customer centricity Best practices Accountability 19

SmartKarrot

MARCH 9, 2023

By new goods and expansion prospects, increase income in accounts. Deflecting support cases and escalations are lagging markers of success. Work directly with our leadership in Sales, Engineering, Product, and Support to engage current customers in defining goals and success criteria and using our product features to help them be met.

Upselling 19

Upselling Benchmark SaaS Accountability 19

SmartKarrot

NOVEMBER 17, 2022

Work closely with Growth management to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., Closely collaborate with cross-functional teams (sales, marketing, product) to plan and deliver customer delight & account growth. Measure, track, analyze and report key account metrics.

Benchmark 19

Benchmark Accountability Upselling Engineering 19

ChurnZero

FEBRUARY 26, 2021

Is your Customer Success team: Butting heads with Sales during onboarding. But along with meeting the demands of their external-facing role, Customer Success also faces a barrage of internal requests – whether it’s case studies for Marketing, referrals for Sales, or research for Product. “In All of the above (and more).

Management 59

Management Feedback Sales SaaS 59

Amity

JULY 4, 2017

Not only should NPS be taken into account when calculating health, but it should trigger early warnings when dropping into passive or detractor territory. You can automatically send an NPS email to your key contacts when: An account goes from a lifecycle stage to another or when they reach specific milestones.

Surveys 66

Surveys SaaS Feedback Customer advocacy 66

SmartKarrot

FEBRUARY 4, 2022

Develop, prepare, and nurture clients for advocacy; drive client references and case studies. Partner with Sales VPs in the development and maintenance of client and agency relationships. Ensure that the work being put into generating renewals on sold business will drive revenue and identify new opportunities for upsells.

Enterprise 19

Enterprise Accountability Upselling Coaching 19

SmartKarrot

OCTOBER 20, 2022

This consists of running onboarding sessions, managing timelines, and ensuring the new sales wins come to fruition successfully. Account management. You’ll hold recurring meetings, handle client requests, and monitor account health. Develop and execute on account/success plans. Expand existing relationships.

Customer advocacy 19

Customer advocacy Enterprise Best practices Upselling 19

SmartKarrot

APRIL 14, 2022

Collaborate closely with Sales to support expansion opportunities. testimonials, case studies). Represent the voice of the customer to inform the sales process and product roadmap. Regularly performing needs analysis and account servicing (config, process review, etc.) to meet client needs.

Upselling 19

Upselling Accountability Education Sales 19

SmartKarrot

FEBRUARY 17, 2022

Engage directly with Sales and Product teams to ensure clients are satisfied and that adoption metrics are being met. Manage the end-to-end software implementations with clients, post-sales. Work alongside Sales and Product to facilitate discovery calls with strategic partners and clients. Build out a Customer Success team.

Customer advocacy 19

Customer advocacy Upselling B2B SaaS 19

SmartKarrot

FEBRUARY 21, 2023

commercial expertise in upselling and/or renewals. Find reference and upsell chances, and you’ll be in charge of the account’s expansion and satisfaction. Increase the lifetime value and contentment of your partners, and collaborate with them to produce case studies and champions who may be cited.

Upselling 19

Upselling Technical Support SaaS Consulting 19

SmartKarrot

JUNE 9, 2020

In the case of customer success, these rock bottom or what we call as the pitfalls could make the hair-line difference between churn and customer stickiness. Strategy #2: Upsell and then Expand. With that easy-to-fix issues could easily slip away from your hands and hence cause a hindrance to your upsell, gradually.

SaaS 11

SaaS Sales Upselling Best practices 11

SmartKarrot

JANUARY 6, 2023

Act as the main global technical leader for the company accountable for customer success. Optimize and communicate sample preparation guide to the customer base while working with the internal applications team to expand the set of available protocols and use cases on the platform. Apply here: [link].

Upselling 19

Upselling Analytics Sales Metrics 19

SmartKarrot

NOVEMBER 19, 2021

Apply here: [link] Role: Director of Customer Success Location: Remote, United States Organization: MURAL As a Director of Customer Success, you will manage a team of CSMs and ensure they are driving adoption and growth within their portfolio of accounts. Motivate your team to create opportunities to upsell value-added services.

Upselling 19

Upselling Coaching Accountability Enterprise 19

SmartKarrot

FEBRUARY 21, 2022

Partner with clients to create and deliver Case Studies that can be taken to market. Seamlessly partner with internal teams (Sales, Subject Matter Experts, and Support to deliver exceptional customer experiences. Assist sales in identifying growth opportunities or renewal risks. Deliver QBRs that are focused on impact.

Customer advocacy 19

Customer advocacy Government Upselling Coaching 19

SmartKarrot

OCTOBER 21, 2021

Work collaboratively with Sales leadership to ensure a consistent handoff experience to the Account Management team through CSQL’s. Collaborate with Account Managers to review the status of opportunities, existing business and expansion opportunities. Identify opportunities and lead upsell/cross-sell deals from start to finish.

Upselling 19

Upselling Accountability Customer centricity Coaching 19

SmartKarrot

FEBRUARY 1, 2022

Oversee customer onboarding, strategic business reviews, success plans, contract renewals and upsell opportunities. Responsible for account-level expansion initiatives. testimonials, case studies). Being the main point of contact between the company and your portfolio of named accounts.

Accountability 19

Accountability Healthcare Upselling Metrics 19

ClientSuccess

APRIL 20, 2017

Back when Paul first started working with customers, “Customer Success” was considered a hybrid between account management and customer service. He believes many organizations are wrestling with questions like, “How can I justify this department separate from Sales?” The Rise of SaaS and Customer Success.

SaaS 40

SaaS B2B Engineering Best practices 40

SmartKarrot

OCTOBER 27, 2022

Apply here: [link] Role: Customer Success Manager Location: London, England, United Kingdom (Hybrid) Organization: COREcruitment Ltd As a Customer Success Manager, you will be activating Upsell features for the client, such as Video Interviewing. testimonials, case studies). Apply here: [link].

Upselling 19

Upselling SaaS Coaching Best practices 19

SmartKarrot

MARCH 30, 2022

Expand Domo footprint in current customer accounts by driving product adoption and up-sell opportunities of licenses and services. Work to understand your customers’ business needs, keep ongoing documentation of their use case, and pinpoint those we can aim to expand to Tier 1 accounts. Secure yearly subscription renewals.

Upselling 19

Upselling Customer centricity SaaS Accountability 19

SmartKarrot

JULY 29, 2021

Collaborate with Sales and Marketing to identify new strategic growth opportunities. Identifying opportunities to upsell new products or services to clients based on their evolving requirements. Become a Certified Splunk Architect to assist in driving your customers’ use cases and adoption.

Upselling 12

Upselling Entertainment Metrics Coaching 12