Cincom

MAY 8, 2024

Managing sales processes across large organizations is complex. With advanced guided selling, deal management, and configuration capabilities, CPQ enables enterprises to scale sales operations, increase efficiency, and improve customer relationships. Centralized Pricing Management: Pricing data gets consolidated within CPQ.

Enterprise 52

Enterprise Sales CRM Engineering 52

delighted

MARCH 4, 2020

These are the challenges that effective Customer Experience Management (CXM) can solve. This guide will teach you the who, what, where, when, and how of effective customer experience management, so you can launch your own customer experience program. The what, where, and why of Customer Experience Management (CXM).

Customer Experience 44

Customer Experience Management Journey mapping Surveys 44

CustomerSuccessBox

JUNE 8, 2022

We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! Check out Irit’s interview where she gives insights into how you can manage churn efficiently. . And so you want to do net retention rate, which is the revenues minus the down-sell minus the churn plus the upsells.

Management 52

Management Upselling Accountability Metrics 52

ClientSuccess

JUNE 17, 2019

In today’s world of SaaS customer success, most CSMs and/or Account Managers are held to some sort of revenue goal. Whether that revenue comes from an upsell, cross-sell, expansion, or something else, it’s still new revenue attributed to the customer. This is what’s commonly known as joint account planning.

Accountability 42

Accountability Upselling SaaS Feedback 42

CSM Practice

APRIL 13, 2021

Being a Customer Success Manager (CSM) is a non-stop learning process that requires hands-on management at every stage. To add, a customer success manager needs to learn their customer’s product or service. What is a Customer Success Manager. What makes a good Customer Success Manager? Challenges.

Management 52

Management Customer retention Upselling Accountability 52

Nicereply

NOVEMBER 19, 2020

Some leaders see it as a sales function focused on renewals and upsells. And some companies see it as account management, ensuring the customers’ business inquiries post-sale are handled with care. Customer Success is a concept that isn’t well defined. Or what if it is more than just one function?

Upselling 98

Upselling Accountability Sales Management 98

Nicereply

MARCH 16, 2022

Some treat Customer Experience as a synonym to Customer Success, others see Success and Support as part of the CX team, and still, others prefer it reports into Sales as a way to increase upsells and renewals. After starting in a frontline Support Role, I earned the opportunity to move into people management as a Support Leader.

Sales 111

Sales Customer Experience Upselling Self service 111

JustCall

APRIL 5, 2023

The need for customer success management is fairly new and fast becoming pertinent. Organizations need to embrace the CSM approach to build a trustworthy relationship with customers and track their performance using customer relationship management analytics. What is customer success management or CSM?

Management 52

Management CRM Analytics Customer retention 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

SmartKarrot

AUGUST 31, 2023

While every company intends to grab more business from existing clients, the key account management playbook can help streamline these efforts. What is Key Account Management? With key account management, companies can pay attention to their important existing clients.

Accountability 10

Accountability Management Upselling Customer retention 10

SmartKarrot

DECEMBER 5, 2022

Definition of Augmented Intelligence. The standard definition of Augmented Intelligence explains it as a design pattern of a partnership between humans and artificial intelligence with humans at the center of decision-making. Augmented Intelligence is beneficial in customer success management as in other business sectors.

Accountability 19

Accountability Management Finance Analytics 19

SmartKarrot

OCTOBER 13, 2022

The primary objective of a CSM (Customer Success Manager) is to promote and demonstrate value to its clients continuously. However, many companies have different strategies and approaches when it comes to who should own/lead account expansion and how involved CSMs should be. What do you mean by the term expansion revenue in B2B SaaS?

Accountability 10

Accountability Management Upselling Customer advocacy 10

Totango

DECEMBER 3, 2021

Totango offers two ways to calculate and track customer health: Account Health and Multidimensional Health. Account Health . Account Health focuses on a customer’s health score, which takes multiple dimensions of customer data metrics and classifies them into a single representation of green, yellow, or red.

Metrics 94

Metrics Accountability Upselling Enterprise 94

CustomerSuccessBox

MARCH 7, 2022

As your customers become long-term users, it will give you more opportunities to upsell thereby increasing the LTV(lifetime value). Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. This births three distinct roles: Customer Success Manager.

SaaS 52

SaaS Upselling Customer retention Accountability 52

Lumoa

MARCH 20, 2018

We have explained each term and definition and provided lots of extra sources, if you want to dive deep into the topic. Actionability is also, as we believe, one of the essential aspects of customer experience management. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g.

Customer Experience 64

Customer Experience Journey mapping B2C B2B 64

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 101

Upselling Customer centricity Engineering Accountability 101

ChurnZero

OCTOBER 1, 2022

The Q&A portion of the webinar dug into CSQLs deeper—covering the ideal time to roll out a CSQL model and the biggest pitfalls of its implementation—while also delving into whether CSMs should close upsells, and how to assign CSM books when they own expansion. Q: Should CSM roles close upsell deals? I have worked it as a CSM.

B2C 97

B2C Upselling B2B Accountability 97

Education Services Group

JULY 28, 2019

You wouldn’t ask your accountant for help with child care. One initial segmentation technique that seems obvious but is often overlooked is to determine what’s contained within the definition of “customer” in the first place. Who on your team, for example, is responsible for upselling or cross-selling?

Accountability 40

Accountability Journey mapping Marketing Upselling 40

Totango

AUGUST 21, 2020

How do you manage Customer Success across your ecosystem? SC: Health scoring is a good example of this, however all of the data / KPI definitions can be a good example. 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 116

Upselling Accountability Metrics SaaS 116

ChurnZero

JULY 2, 2021

In this article, you’ll learn: Differences between Net Revenue Retention, Gross Revenue Retention, and Customer Retention with definitions and examples. Example: Your business enters January with an MRR of $27,000 and exits January with an MRR of $35,000 (due to upsells) from the same customers at the start of the month.

Customer retention 97

Customer retention Metrics Upselling Chief Customer Officer 97

ChurnZero

APRIL 15, 2021

Make your Customer Success team comfortable with upsells and cross-sells. Bri Adams , Manager of Customer Success at ChurnZero. Bearing this in mind, a definitive answer to whether Customer Success or sales should own expansion doesn’t exist. If the upsell truly ties back to your customer’s goals, it shouldn’t feel like a sell.

Upselling 64

Upselling Accountability Sales SaaS 64

Totango

APRIL 2, 2019

This is also a good time to add upsells to accounts that have high customer health scores. By making an abstract concept like customer happiness a tangible number, customer journeys become easier to conceptualize and manage. That way, your team can immediately take advantage of upsell opportunities and repair low health scores.

Journey mapping 106

Journey mapping Upselling Accountability Feedback 106

SmartKarrot

DECEMBER 8, 2021

Account-based intelligence has become one of the essential tools for the CS teams to upsell or cross-sell their products and services. . As a customer success manager, you are always looking for ways to maximize value for your company. Definition of account-based intelligence. Like what you are reading?

Accountability 10

Accountability Management Upselling Analytics 10

ChurnZero

OCTOBER 12, 2021

Onboarding Hero – Definitive Healthcare. Definitive Healthcare’s passion is to transform data, analytics, and expertise into healthcare commercial intelligence. We’re excited to recognize Definitive Healthcare as a winner of the Onboarding category for the 2021 ChurnHero Awards! Onboarding Hero – VAIRKKO.

Healthcare 98

Healthcare Accountability Metrics Surveys 98

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

ChurnZero

JULY 17, 2020

Account Executive – A hunter. Account Manager – A farmer. The person who constantly has conversations with your accounts whenever there is an opportunity for upselling and expansion. Renewal Manager – this role is fairly obvious, it focuses on the contract renewal process. . .

Sales 59

Sales Chief Customer Officer Upselling Accountability 59

ChurnZero

AUGUST 27, 2021

Customer Success Managers (CSMs) are responsible for collecting and analyzing customer feedback, managing customer communications, and setting up self-service resources. The QBR meeting is an opportunity for the Customer Success Manager to deliver real value through success KPIs, product updates, and actionable next steps.

Metrics 98

Metrics Upselling B2B Accountability 98

CustomerSuccessBox

DECEMBER 14, 2021

It wasn’t deployed to manage each and every customer relationship. Recently, the role of a Customer Success Manager (CSM) has become indispensable to nearly every SaaS company. Yes, and when managed efficiently Customer Success can deliver exponential growth not just incremental. Upsells, Renewals, Cross-sells, etc.

Upselling 52

Upselling SaaS Customer advocacy B2B 52

Amity

DECEMBER 14, 2016

Others manage subscriptions, software usage, renewals, upsells and other parts of the sales process. At InVision , our customer success team is responsible for managing the relationships with our most important users: Enterprise customers. We focus on sync, advanced prototyping, security, team management and much more.

Management 84

Management Finance Enterprise Accountability 84

ClientSuccess

JULY 1, 2021

This year has been nothing short of a rollercoaster from having to manage customers in a fully remote capacity to deal with multiple instances of unexpected churn. Ensuring everyone is on the same page is essential for customer success, and CSMs are often the quarterback of sharing account information. Want to learn more?

Upselling 52

Upselling Accountability Sales Management 52

Callminer

FEBRUARY 23, 2021

Apart from achieving better flexibility in terms of customer service delivery, many call centers are finding themselves confronted with the details of doing business as new working models force management to reexamine the numbers and bolster bottom lines. Keep reading to see what is on the radar for 2021. Technological Trends.

Call Center 376

Call Center Technology Banking Contact Center 376

Totango

AUGUST 14, 2020

Ultimately, you and your customer must create your own customer success definition that is measurable, flexible, and equates directly to real-world growth. Creating Better Customers, by Definition. Reconsidering Your Customer Success Definition. The goal of this ongoing delivery of value is to create better customers.

Enterprise 77

Enterprise Feedback Upselling Accountability 77

ProProfs Blog

DECEMBER 4, 2020

A great example of this is how Netflix is combining customer service and product promotions with its social accounts. That’s why you need a focused person/team to manage communication with your customers. Identify Opportunities to Upsell & Cross-sell. Netflix and chill? No, really. pic.twitter.com/ezcZ7V0peN.

Marketing 147

Marketing Customer Service Upselling Customer Support 147

Amity

SEPTEMBER 17, 2015

Every department manager will be there—waving stats and metrics of accomplishments and closes—justifying their departments’ existence. Accounting has Quickbooks. First, a definition. They were definitely on to something. You’re headed to the monthly exec meeting. As the director of customer success, what will you report?

Upselling 72

Upselling SaaS Metrics Sales 72

Totango

AUGUST 18, 2022

The term is borrowed from human resources management. 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. Creating usernames and passwords. Completing profiles.

Journey mapping 94

Journey mapping SaaS Upselling Enterprise 94

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. Related Links.

SaaS 88

SaaS Customer retention Accountability Feedback 88

ChurnZero

MAY 31, 2019

This is when a customer who used to be your advocate or main point of contact at an account has left their role at the company, leaving you championless, making the likelihood of a renewal uncertain. Let’s take a look at a scenario involving a championless churn monster and see what you can do as a Customer Success Manager in this situation.

Upselling 75

Upselling Accountability Customer retention Metrics 75