ClientSuccess

FEBRUARY 8, 2023

So if you’re looking for answers on how best to manage customer renewals, then read on! The Account Executive (AE) that closed the initial – new logo – sale continues to collaborate with the CSM throughout the relationship and owns any expansion opportunities and the renewal.

SaaS 71

SaaS Upselling Accountability Sales 71

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

ClientSuccess

NOVEMBER 2, 2022

Over the years, customer success manager roles have expanded to include many different responsibilities. Bridging the gap between customers and a product team is critical, from managing customer implementations to ongoing account maintenance. Keep tabs on customer satisfaction and account health. . 3 Tips That Can Help!

Customer retention 70

Customer retention Upselling SaaS Accountability 70

ClientSuccess

DECEMBER 19, 2022

Upselling & Cross-Selling Playbook: CSMs are responsible for ensuring that customer relationships remain strong and can be leveraged for additional sales opportunities. An upselling & cross-selling playbook can help CSMs identify the right timing, products, and messaging that can help them successfully close additional deals.

Upselling 72

Upselling Education Best practices Sales 72

ClientSuccess

MARCH 8, 2022

This includes the initial sales value, upsells or expansion deals, ad hoc change orders throughout the partnership, and renewal value. CLV matters to customer success teams because although sales reps manage initial deals, many of the post-sales revenue (upsells, expansions, renewals, etc.) are managed in some part by CSMs.

Upselling 75

Upselling SaaS Sales Metrics 75

ClientSuccess

MAY 10, 2022

This includes the initial contract, of course, and any upsells, expansions, and renewals that may occur. Second, there is the value a customer account can bring outside of traditional revenue. Then, think about upsell potential (especially if the customer only purchased a few licenses but has a large user population).

Upselling 59

Upselling Metrics Accountability Sales 59

ClientSuccess

OCTOBER 18, 2022

As the importance of customer success – and the role of customer success managers – has grown over the past few years, more and more responsibility is falling into the laps of CSMs. Managing customer accounts is no longer contained to spearheading implementation and being on call to help customers through issues.

Best practices 72

Best practices Upselling Coaching Accountability 72

ClientSuccess

JULY 20, 2021

One of the most critical associated metrics with net retention is net revenue retention, which is the total recurring revenue retained year over year, including everything from renewals to upsells to expansions. Net retention rates encompass all changes to your customer accounts. eBook: 3 Steps To Putting Your Customer First This Year.

SaaS 69

SaaS Customer retention Upselling Accountability 69

Influitive

MAY 12, 2016

That’s one reason why account-based marketing has become a popular strategy in recent years. Instead of “spraying and praying” broad marketing messages, ABM requires brands spend time crafting ultra-personalized campaigns targeted at specific accounts. Learn how to make your account-based marketing more effective with advocacy.

Accountability 61

Accountability Marketing B2B Customer advocacy 61

ClientSuccess

FEBRUARY 15, 2021

Customer-centric service has emerged as one of the leading contributors to account renewals, recurring revenue, and upsells for SaaS-based organizations. . What this really boils down to, however, is that CSMs and account managers should make decisions and build project plans from the customer mindset.

Benchmark 59

Benchmark Upselling Accountability Customer centricity 59

ClientSuccess

MAY 4, 2021

If you’re like most CSMs, it can sometimes feel as though months – even years – of working with a customer account can go by in a flash. As many customer success teams are looking to use 2021 as a reset for their processes and accounts, it may also be a good idea to use this year to revamp your planning workflows. The bottom line?

Journey mapping 52

Journey mapping Upselling Accountability Feedback 52

SmartKarrot

FEBRUARY 21, 2023

The case for a renewed focus on account management What is Account Management? The account management process in a nutshell The account management process can be best summarized in these six simple steps: Customer Objectives: What does your customer want to achieve and how will it be measured?

Accountability 10

Accountability Management SaaS Finance 10

ClientSuccess

JUNE 15, 2021

During a year where many companies had to make complex strategic decisions, and new sales weren’t exactly flying in at a rapid pace, existing customer accounts helped keep the lights on. When customer success is a company-wide goal, every team should have some visibility into how things progress with customer accounts.

Upselling 52

Upselling Accountability SaaS Metrics 52

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

ClientSuccess

JANUARY 11, 2023

Learn more about building customer loyalty in this ebook. What’s more, this approach has a direct impact on renewal and upsell rates, making it a win-win for both your company and the customer. Why Follow the Golden Rule? It’s no surprise that customer success and loyalty go hand-in-hand.

Benchmark 80

Benchmark Upselling Education Best practices 80

Solvvy

JUNE 17, 2021

Scribd’s platform offers access to the best ebooks, audiobooks, magazine articles, documents, and more for over a million people around the world. Automation and personalization also serve an important role in retention, sales enablement, and upsell opportunities. Premium Service for Premium Customers.

Personalization 71

Personalization Customer Experience Chatbots Upselling 71

ClientSuccess

APRIL 28, 2021

While the sales handoff, implementation, and onboarding stages of a customer relationship are all very hands on and require a significant amount of communication, the ongoing maintenance, management, and growth stages can be a little trickier. . eBook: 5 Ways To Surprise & Delight Your Customers.

Upselling 64

Upselling SaaS Metrics Accountability 64

ClientSuccess

APRIL 13, 2021

While new features or functionality may require an upsell conversation, CSMs should leave these to account managers. eBook: CSM from the Trenches: Customer Success Best Practices from 20+ Executives. Toolkit: Team Leadership Toolkit.

Upselling 52

Upselling SaaS Best practices Accountability 52

ChurnZero

OCTOBER 26, 2021

Because organizations cannot afford to lose their largest customers, they default to prioritizing accounts with high ARR. Recency takes into account the time elapsed since your customer’s last interaction with your company, to help you gauge how responsive they’ll be to communications.

SaaS 96

SaaS Revenue potential Upselling Accountability 96

ClientSuccess

FEBRUARY 8, 2023

Customer lifetime value : measuring the total lifetime contract value of a customer, including upsells, renewals, and expansions, is what keeps the value of your business trending upward over time. Average number of engaged contacts : every customer account has a handful of key contacts or stakeholders driving your project on their side.

Metrics 75

Metrics Upselling B2B SaaS 75

Talkdesk

MARCH 4, 2021

When I was preparing to move from one country to another, I wanted to put all my finances in the right order: close some bank accounts I haven’t been using, ask for bank statements, etc. To do so, I needed to spare half of my day, because these activities could only be managed by going to a bank branch and waiting in line to be helped. .

Customer Experience 94

Customer Experience Banking Contact center software Contact Center 94

CSM Practice

FEBRUARY 12, 2020

Since existing customers are usually more willing to buy, companies typically offer additional solutions and features in the form of upsells and cross-sells. This may be after a year when customers have fully adopted the product and your interaction allows for account expansion. ?. DOWNLOAD the Expansion Selling eBook: [link].

Upselling 52

Upselling Customer centricity Sales Accountability 52

ClientSuccess

FEBRUARY 13, 2019

Growing customer accounts and increasing customer lifetime value (CLV) is one of the biggest challenges customer success managers (CSMs) face in today’s subscription economy. With such a huge responsibility on their shoulders, CSMs need to be prepared to approach customer accounts with this growth-focused mindset.

Upselling 54

Upselling Accountability Customer centricity SaaS 54

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. For instance, let’s say your prospect is an account executive. Downloading an ebook. Conclusion.

Accountability 52

Accountability Sales Upselling Personalization 52

Comm100

APRIL 27, 2020

Having one platform that manages all digital channels is necessary to set up routing like this to assign messages from the right channel to the right agent. How she responds to these messages can be referenced across channels for relevant and personalized upsell opportunities. . Customer status. Which customer is contacting you?

Automotive 59

Automotive CRM Upselling Customer centricity 59

ClientSuccess

SEPTEMBER 27, 2018

Instead of simply passing new customers off to a Customer Success Manager (CSM) to deal with after a sale is completed, organizations are realizing the benefits of having a strong customer-focused strategy in every department , from sales and marketing to finance and product. eBooks: Ultimate Guide to SaaS Customer Success Metrics.

SaaS 74

SaaS Finance Metrics Upselling 74

Playvox

SEPTEMBER 30, 2022

Lilith Antunovic , customer experience manager at Rentman , found herself experiencing this issue throughout her career — so she set out to change the view of customer service teams within the community. Your team also builds revenue through cross-selling and upselling. Your Customer Service Team Matters.

Customer Support 67

Customer Support Contact Center Upselling Customer centricity 67

ChurnZero

DECEMBER 14, 2018

Each partner works directly with two team members — a Partner Success Associate, who specializes in project management, and a Partner Success Lead, who specializes in strategy/renewals. The Student Success Manager executes on customization requirements, and specializes in meeting the needs of our platform users. Client relations.

Upselling 45

Upselling Best practices Education Customer retention 45

ChurnZero

OCTOBER 26, 2021

Because organizations cannot afford to lose their largest customers, they default to prioritizing accounts with high ARR. Recency takes into account the time elapsed since your customer’s last interaction with your company, to help you gauge how responsive they’ll be to communications.

SaaS 52

SaaS Revenue potential Upselling Accountability 52

Comm100

NOVEMBER 2, 2020

A customer support chatbot is a great way to amplify account-based marketing campaigns. For example, the chatbot can identify when people from key accounts visit your website, and proactively invite them to engage. Post-sale, your chatbot can be a 24/7 customer success manager. Free eBook. And in December 2019?

Chatbots 58

Chatbots Customer Service Banking Healthcare 58

ClientSuccess

AUGUST 14, 2019

Successfully executing a well-planned CSM compensation strategy depends on who owns revenue-generating KPIs and milestones related to a customer account, such as renewals, upsells, and new user expansions. Customer Success Resources: eBook: Customer Success as a Culture: Customer Success Leaders Edition. You can learn more here.

Best practices 40

Best practices Metrics Upselling SaaS 40

ClientSuccess

APRIL 7, 2017

While Customer Success teams should discuss KPIs and goals with every customer account, sometimes flagship customers need a little extra time and care. Oftentimes the ideas discussed in quarterly customer on-sites fuel upsells and growth opportunities for months to come. How can our product or solution be involved?

Upselling 41

Upselling Best practices Sales Accountability 41

ClientSuccess

OCTOBER 22, 2019

As a CSM or customer success team manager, you’ve probably heard the term ‘customer advocacy’ tossed around a time or two. After all, customer-focused teams have been so focused for so long on growing accounts however they can that making decisions based on customer value might not come easy. . Don’t skimp on account planning.

Customer advocacy 40

Customer advocacy SaaS Upselling Accountability 40

ClientSuccess

JULY 5, 2017

Understanding Post-Sales Lifecycle Management. It’s the responsibility of the Customer Success Manager (CSM) to guide the customer throughout this lifecycle and ensure the smoothest journey possible. High touch onboarding is also common with white-glove or higher priority accounts. Expansion and Upsell Best Practices.

Sales 40

Sales Upselling Best practices SaaS 40

Inbenta

APRIL 2, 2020

It can also be designed as a great onboarding tool, become a channel for internal employee communication, act as an interface for team members to manage shared resources such as booking a meeting room or even serve as a social binder, prompting colleagues to share their hobbies or a coffee break together. Supplement your Sales department.

Chatbots 52

Chatbots Upselling Sales CRM 52

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. Often times these meetings can lead to upsell opportunities or new customer advocates, just as they frequently lead to product updates or new feature discussions.

Best practices 40

Best practices Feedback Upselling SaaS 40

ClientSuccess

JUNE 20, 2017

Too often, Customer Success Managers (CSMs), leaders, or even company executives can become over-excited and try to push customers into doing something they’re not ready for, like agreeing to an upsell or activating a new department. eBooks: Customer Success as a Culture: Customer Success Leaders Edition.

SaaS 40

SaaS Accountability Upselling Metrics 40