Totango

FEBRUARY 6, 2020

Focusing on these customer success factors will help you operationalize customer-centricity across your enterprise. Access to Customer Data Across Teams. To remain relevant to your customers, you must align your goals with theirs. This begins with gathering customer information from a range of sources.

Enterprise 92

Enterprise Customer centricity Metrics Upselling 92

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. This change in internal direction is beneficial to customers, as the success of the customer must be value-driven to ensure these outcomes. 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. This change in internal direction is beneficial to customers, as the success of the customer must be value-driven to ensure these outcomes. 3. Changing Customer Priorities.

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Practice

FEBRUARY 12, 2020

As SaaS businesses gain traction and customers begin to adopt their solution at scale, the next step is to drive customer expansion. Since existing customers are usually more willing to buy, companies typically offer additional solutions and features in the form of upsells and cross-sells. Qualitative Data.

Upselling 52

Upselling Customer centricity Sales Accountability 52

Totango

FEBRUARY 6, 2020

Focusing on these customer success factors will help you operationalize customer-centricity across your enterprise. Access to Customer Data Across Teams. To remain relevant to your customers, you must align your goals with theirs. This begins with gathering customer information from a range of sources.

Enterprise 62

Enterprise Customer centricity Metrics Upselling 62

ChurnZero

JULY 2, 2020

The challenges to becoming a customer-centric company are not easy to overcome alone. It takes a village to raise a customer-centric company. Your entire organization must invest in rallying around the customer. Q: How do you know if you’re successfully putting the customer at the center of your organization?

Chief Customer Officer 98

Chief Customer Officer Customer centricity Best practices Metrics 98

ChurnZero

NOVEMBER 27, 2019

Last week ChurnZero sponsored Customer SuccessCon 2019 in Berkley, CA. The Customer SuccessCon event series provides an intimate setting to learn, share best practices and speak freely and openly about the current state of Customer Success. . Barriers Must be Broken to Effectively Monetize Customer Success .

Chief Customer Officer 75

Chief Customer Officer SaaS Metrics Education 75

Pointillist

SEPTEMBER 10, 2020

In this post, I’ll discuss how organizations are using customer journey orchestration to improve personalization decisions across all channels and touchpoints, enhance CX and achieve their business goals. What is Customer Journey Orchestration? As with campaign automation, RTIM often falls short for the customer.

Personalization 128

Personalization Interactive Voice Response Enterprise Upselling 128

Pointillist

MARCH 20, 2020

By Stephanie Ventura Customer-centric enterprises are increasing their investment in technologies that enable teams to measure and improve CX, while achieving key business outcomes such as maximizing customer lifetime value, reducing costs and more. customers were sent a Payment Request notice.

Analytics 70

Analytics Upselling Interactive Voice Response Banking 70

CSM Magazine

APRIL 1, 2022

By understanding customer trends and anticipating customer needs, businesses can stock the products that customer are most likely to want, when they want them. Demand planning can help businesses to identify opportunities for cross-selling and upselling, so that customers always have access to the products they need.

Customer Experience 52

Customer Experience Analytics Finance APIs 52

ChurnZero

APRIL 5, 2019

Wondering how to take your red and yellow customers and transform them into your biggest cheerleaders? Our inaugural Atlanta Leadership Hour featured four discussion topics led by area Customer Success leaders. With the event wrapped up, our participants left with great takeaways to share with their own C S teams. SuccessHacker.

Customer centricity 40

Customer centricity Upselling Accountability Customer retention 40

Totango

OCTOBER 29, 2019

Be sure you look for the skills and qualities that will allow a customer success manager (CSM) to truly connect with customers. Support your team by focusing on building a customer-centric culture , and you’ll soon see improvements in your customer’s success, growth, and retention rates. . Customer advocacy.

Upselling 61

Upselling Feedback Customer advocacy Accountability 61

Education Services Group

JULY 5, 2022

Some attendees undoubtedly left the event with a brain full of great pieces of advice to take back to their teams to implement ASAP, while others may have walked away with their minds spinning with more questions than answers ( we’ve all been there! Customer centricity needs to be a cross-departmental philosophy.

SaaS 52

SaaS Customer centricity Best practices Upselling 52

GetFeedback

MAY 9, 2019

Two customers can view the same experience in completely different ways due to many factors that influence their interpretation of events — their upbringing, cultural background, motivations, and much more. That’s why most companies struggle to meet the expectations of their customers.

Customer Experience 134

Customer Experience Metrics Journey mapping Feedback 134

CSM Practice

FEBRUARY 24, 2020

The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product usage, proactively managing accounts, customer engagements, and training , expanding and renewing accounts, and so on. Engagement Activity = Number of Engagement Touch-point Over A Certain Period.

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

Totango

OCTOBER 1, 2019

Because the customer journey is not linear, your customers may be split between your sales and customer success team. For example, your customer needs to onboard two new employees while simultaneously working through an upsell with your sales team. Escalation.

Enterprise 81

Enterprise Metrics Benchmark Upselling 81

CSM Practice

JUNE 6, 2020

The revenue renewal rate can be higher than 100% if some customers choose to expand their accounts during renewal. The revenue renewal rate is best suited for SaaS businesses that deliver multiple solutions for diverse customers with different contract values. Therefore, the recipe for more renewals is customer success.

Metrics 89

Metrics SaaS Accountability Upselling 89

SmartKarrot

AUGUST 17, 2022

Role: VP of Customer Success Location: Remote, Dallas, TX, US Organization: Textio As a VP of Customer Success, you will be leading, rapidly growing, and coaching team members by setting the strategy and prioritizing the organizational goals. Manage all customer subscriptions to ensure high retention and mitigate churn risk.

Education 19

Education Upselling Customer centricity Coaching 19

ChurnZero

OCTOBER 16, 2020

Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. This Customer Success showdown, which took the form of an Oxford-style debate, was held at BIG RYG, ChurnZero’s annual Customer Success conference. You need specialists.

Upselling 98

Upselling SaaS Sales Accountability 98

SmartKarrot

MARCH 11, 2024

The Foundation: Introduction and Account Planning Call The customer journey begins with the crucial first impression – the Introduction and Account Planning Call. In our company, we conduct a growth plan call where the customer onboarding specialist and I join forces.

Upselling 8

Upselling Best practices Accountability Customer centricity 8

ChurnZero

FEBRUARY 26, 2021

“I could argue either way for who should own the renewal,” says Amanda Ingraham, Director of Customer Success at 15Five, “but what I’ve seen not work is when you don’t have a clear division of who exactly owns the renewal.”. At Nylas, Matt shares that they use Productboard, a product management software, to manage their customer feedback.

Management 59

Management Feedback Sales SaaS 59

SmartKarrot

JUNE 15, 2021

Plan and execute client engagements, acting as client escalated point-of-contact for account-related issues and concerns. Improve customer referenceability, deliver case studies and POVs based on implementations. Lead and execute initiatives that continue to improve internal processes and systems for the Customer Success team.

Upselling 10

Upselling Coaching Customer centricity CRM 10

Amity

JANUARY 30, 2019

If you have a more complex product to setup or if there is a heavy lift required to implement your product (importing large amounts of data is a common need) then you may want to consider giving customers the option to pay for additional services to help. Account Management / CS Sales.

Education 61

Education Engineering B2C Technical Support 61

SmartKarrot

AUGUST 27, 2020

In short, they can: Exchange customer stories Organize events Expand existing customer accounts Pool customer information to drive strategy formation. The benefits of both teams working together are: Better brand positioning and expanded brand awareness Easier account-based marketing. Organize events.

Marketing 10

Marketing SaaS Accountability Customer centricity 10

ChurnZero

NOVEMBER 22, 2019

I am soooo excited to announce BIG RYG , ChurnZero’s inaugural industry and user conference built for current and future leaders in Customer Success. We will be hosting this one-day event in Washington DC on October 8, 2020. Many of you may have already joined us at our RYG events that we have hosted in cities across North America.

Chief Customer Officer 17

Chief Customer Officer Education Upselling Customer centricity 17

SmartKarrot

JANUARY 29, 2021

Representing the voice of the customer and influencing internal stakeholders by promoting a customer-centric mindset across the organization. Manage a team of technical account managers (TAM) responsible for ensuring the technical goals of customers are met.

Customer advocacy 10

Customer advocacy Education Upselling Customer centricity 10

ChurnZero

DECEMBER 20, 2019

As a result, companies are investing more time and money in training their C S teams to have more customer-centric conversations. . Conversations are no longer driven by product features but rather about customer enablement and alignment on the expected impact from the partnership between the customer and a company.

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

SmartKarrot

NOVEMBER 6, 2020

Build a company-wide culture of being customer-centric. Collaborate with Client Experience in local client communication needs and advocacy/loyalty programs (including events, webinars, newsletters, etc.). Lead regular account reviews with clients to ensure proper usage of the system, maintain communication on updates.

Upselling 8

Upselling Customer advocacy Customer centricity Accountability 8

SmartKarrot

DECEMBER 21, 2020

It brings many opportunities for other departments to leverage the customer data that it has access to. And when it collaborates with the sales division, customer success qualified lead, CSQL, is what it produces to drive business growth. Customer-centricity is the value that companies work with in all its departments.

Upselling 10

Upselling Sales Customer centricity SaaS 10

SmartKarrot

JANUARY 6, 2021

Manage multiple accounts : Users can manage multiple accounts across different touch points. This simplifies the process of customer engagement. Transparency across operations : Ensure that every user in relation with an account is aware of all updates on the engagement front. How to create a touchpoint.

Technology 10

Technology Management Accountability Upselling 10

ChurnZero

NOVEMBER 15, 2019

Customer Success Teams are on the hook to finish out the year strong, preform quarterly business review (QBRs), determine and refresh key performance indicators (KPIs) for the new year, finalize budgets – and most importantly ensure their customers are successful going into the new year. Customer Success operations planning.

Chief Customer Officer 40

Chief Customer Officer Upselling SaaS Technology 40

Totango

JULY 19, 2021

Be sure you look for the skills and qualities that will allow a customer success manager (CSM) to truly connect with customers. Support your team by focusing on building a customer-centric culture , and you’ll soon see improvements in your customer’s success, growth, and retention rates. . Customer advocacy.

Upselling 124

Upselling Feedback Surveys Customer advocacy 124

ChurnZero

JULY 29, 2022

Then, they need to monitor customers as they progress; if a customer gets stuck or falls behind, the team can intervene to mitigate any churn risks. 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.

SaaS 98

SaaS Customer centricity Upselling Accountability 98

SmartKarrot

MARCH 31, 2022

They handle the prospect journey before they become a customer. The team needs to educate customers as much as possible and explain the product more. The sales team is also responsible for upsells, cross-sells, and renewals. These leads can be nurtured to push prospects further down the sales pipeline to become customers.

SaaS 10

SaaS Sales Feedback Upselling 10

SmartKarrot

JUNE 15, 2022

Functioning as the customer advocate and provide internal feedback on how we can better serve the schools. Track accounts to identify churn risk and work actively to eliminate that risk. Reviewing account activity reports to identify trends and opportunities to increase sales or retain existing clients. Apply here: [link].

Accountability 3

Accountability Upselling Customer centricity Engineering 3

Totango

JUNE 12, 2020

With everyone scrambling to retain customers while simultaneously strategizing ways to attract new business, it pays to know what your customers want. The #1 way to be sure of customers’ needs is to employ a customer-centric focus across your company. Shared insight delivers the needed customer context.

Customer centricity 62

Customer centricity Upselling Customer retention Accountability 62

ChurnZero

MARCH 22, 2019

How to structure and compensate a Customer Success team. How to develop a customer health score and key customer events to track. But then over time with Customer Marketing and Customer Success, people love to use Slack and then all of a sudden, it’s expanding. So here, it’s really all about new sales.

Customer retention 61

Customer retention Upselling SaaS Customer centricity 61