Totango

FEBRUARY 28, 2020

For example, a customer that shows a steady addition of license seats over a relatively short time may be ready for an upsell or cross-sell. Similarly, an account that has recorded a sudden drop in usage could be in danger of churn, and should prompt a re-engagement initiative. This makes customer retention critical.

Customer centricity 93

Customer centricity Metrics Upselling Enterprise 93

CSM Practice

SEPTEMBER 15, 2019

However, customer success extends to driving long-term customer lifetime value through various processes and operations. In customer success , we could classify the goal of maximizing value into monetized and non-monetized value. Ensuring customer success will require turning the entire business around to be customer-centric.

Accountability 45

Accountability Consulting Consulting Upselling 45

SmartKarrot

OCTOBER 7, 2021

Develop and implement a framework to proactively identify risks and minimize customer churn. Influence customer future lifetime value through high product adoption, customer satisfaction, and overall customer health. Identify cross-sell and upsell opportunities in order to maximize revenue from existing customers.

Upselling 19

Upselling Customer advocacy Enterprise Coaching 19

Education Services Group

JULY 5, 2022

So, why is true Customer Success so difficult to achieve in practice? As Kristi Faltorusso, CCO at ClientSuccess put it, change starts with culture , and there needs to be accountability across the business with customer-focused KPIs. This isn’t just a job for CS. After all, aren’t mistakes the best way to learn?

SaaS 52

SaaS Customer centricity Best practices Upselling 52

SmartKarrot

JULY 30, 2021

Conduct regular check-ins and QBRs in order to maintain high levels of engagement and customer satisfaction, increasing customer retention. Work with Sales to manage the renewal process and identify upsell and cross-sell opportunities. Managing a portfolio of c200 client accounts across Europe.

Engineering 10

Engineering Best practices Customer retention Government 10

SmartKarrot

MAY 28, 2021

Customer success strategies are now made compulsory for improving the customer relationships. For a service company, the focus is on being open and true with customers, renewals, upsells, keeping communication safe, and looking out for churn. The focus is on keeping customers happy with the new language and properties.

SaaS 10

SaaS Education Customer retention Upselling 10

SmartKarrot

SEPTEMBER 10, 2020

These teams include: Customer success Customer support Professional services Customer operations Customer experience. The account management team also sometimes falls under the scope of CCO responsibilities. Especially when they are dealing with upselling and renewals. Aligning the sales team. Wrapping up.

Chief Customer Officer 10

Chief Customer Officer Customer centricity SaaS Upselling 10