Playvox

SEPTEMBER 30, 2022

Your team also builds revenue through cross-selling and upselling. You’re probably using tags to track customer feedback, but without the right reporting, you might find yourself struggling to gather customer insights from the wealth of unstructured data and present them in a way that shows their effect on the business.

Customer Support 67

Customer Support Contact Center Upselling Customer centricity 67

ClientSuccess

MARCH 8, 2018

When an organization is fully aligned around the success of current (and future) customers, it becomes easier to sign, work with, and grow these customer accounts. These conversations should include data driven feedback that helps product determine impact and priority of the feedback. Take Customer Feedback Seriously.

Best practices 40

Best practices Feedback Upselling SaaS 40

ChurnZero

DECEMBER 20, 2019

By focusing efforts on retaining active users by iterating their existing services based on rich customer data, companies will have more opportunities to engage, upsell , and ultimately scale. . . Is it retention, expansion, advocacy, product feedback, or service delivery? Increase focus on ‘meh’ accounts. .

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

ClientSuccess

APRIL 13, 2017

Customer Success: It’s a proactive account management approach consisting of building relationships with existing customers, understanding in depth their company and product goals, and helping the customer meet those goals through frequent contact. Is information updated frequently based on customer feedback and product updates?

Customer Support 41

Customer Support SaaS Upselling B2B 41

ClientSuccess

APRIL 20, 2017

Back when Paul first started working with customers, “Customer Success” was considered a hybrid between account management and customer service. Check out our resources below for more customer success best practices and insights for how your organization can put customers first: eBook: 3 Steps to Putting Customers First This Year.

SaaS 40

SaaS B2B Engineering Best practices 40

SmartKarrot

MARCH 15, 2022

The sales-led growth organizations don’t take customer success and other aspects into account. If someone becomes a customer if they read a blog, watch a video, or download an ebook- it is marketing-led growth. This content also leads to excellent customer feedback that will improve the online reputation of the company.

Sales 10

Sales Marketing SaaS Customer retention 10

ClientSuccess

OCTOBER 25, 2021

Total percentage of contacts engaging with content, either marketing, educational or upsell related. Some metrics to help measure customer sentiment include: CSP sentiment, including direct feedback about the partnership from the CSP. Survey feedback, including from post-sales and post-onboarding surveys. Ready to learn more? .

Metrics 64

Metrics Upselling SaaS Education 64

ClientSuccess

MARCH 8, 2021

From upsell inquiries from sales to feature testing requests from product to the all-consuming customer requests, it is a lot to deal with. It makes sense, then, that marketing would be so keen to gather customer stories and feedback about the value they’re experiencing with your product. Customer marketing is key.

Customer advocacy 92

Customer advocacy Upselling Marketing Sales 92

ClientSuccess

MAY 25, 2021

Customer satisfaction, account growth, and renewals have become some of the foundational elements of any long-term success strategy, right alongside a robust sales program. They also help develop and implement scalable customer success processes and mitigate any issues with customer accounts. . eBook: Implementing Customer Success.

Upselling 52

Upselling Accountability SaaS Coaching 52

ChurnZero

SEPTEMBER 16, 2021

The more data you can gather about how and when customers tend to churn, the more easily you can identify at-risk accounts and employ a customer retention strategy to help combat that possibility. Implement a Customer Feedback Loop. New resources, such as ebooks or upcoming trainings and webinars.

Customer retention 52

Customer retention SaaS Education Feedback 52

ChurnZero

OCTOBER 26, 2018

Casey: I think it’s tricky to do in practice because some Sales reps are going to sell more than others and then next thing you know you have a Customer Success rep with 12 accounts versus the Customer Success rep with 35 accounts. Then, you have a little bit clearer of a picture of success. Abby: I’m going to say yes.

Sales 56

Sales Upselling Accountability Best practices 56

Pointillist

JULY 25, 2018

What are the quantitative business goals that will influence the journey analytics project e.g., churn, retention, acquisition, cross-sell, upsell, purchase, rate of renewal etc.? Those Users that the Stakeholders trust for unvarnished feedback should have enough hands-on experience to be able to provide meaningful feedback.

Analytics 93

Analytics Government APIs Metrics 93

ClientSuccess

MAY 8, 2017

CSMs should track usage at an individual level, department level, and organizational level for a clear picture of customer operations and an indicator of account health. Also called attrition or turnover, churn refers to the loss of a customer account. to pinpoint exactly when a customer account begins to go downhill.

Upselling 42

Upselling SaaS Metrics Accountability 42

Pointillist

JULY 25, 2018

What are the quantitative business goals that will influence the journey analytics project e.g., churn, retention, acquisition, cross-sell, upsell, purchase, rate of renewal etc.? Those Users that the Stakeholders trust for unvarnished feedback should have enough hands-on experience to be able to provide meaningful feedback.

Analytics 43

Analytics Metrics Government Journey mapping 43

SmartKarrot

MAY 13, 2021

However, if these accounts or existing accounts do not become active- you will never move closer to your goals. Inactive accounts do not generate revenue. This is also helpful in getting their feedback which will help with user experience. Increases Upsells. Increase in Activation. Like what you are reading?

SaaS 10

SaaS Upselling Metrics Feedback 10

Comm100

OCTOBER 11, 2017

The activities in this eBook can be great training materials to improve customer service or morale in your team. Social media can work just as well as call centers to upsell products or capture service-to-sales opportunities, and in this respect, it offers additional opportunities that aren’t possible via traditional phone calls.

Customer Service 47

Customer Service Customer Care Morale Marketing 47