Totango

AUGUST 23, 2022

For example, a website visit, an online sales purchase and a phone support call are all potential customer journey B2B touchpoints. In terms of the customer lifecycle, touchpoints may occur at any point during an interaction with your brand, including: Pre-sales, starting with a prospect’s first marketing touch. Making upsell offers.

B2B 118

B2B Journey mapping SaaS Engineering 118

Totango

AUGUST 25, 2022

It increases customer satisfaction and loyalty, driving higher subscription renewal rates, reduced churn, and more sales from upsells and referrals. Extend upsell offers or referral incentives to customers with high satisfaction ratings. For example, you can: Extend premium upgrade offers to freemium customers.

SaaS 99

SaaS Upselling Metrics Journey mapping 99

CSM Magazine

DECEMBER 13, 2023

Lack of Cross-Sell and Upsell Capabilities This gap involves using strategies that integrate sales opportunities into customer interactions. Here’s how you can bridge this gap: Provide comprehensive training for customer service representatives that focus on cross-selling and upselling.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

Influitive

MAY 12, 2016

Today’s empowered customers expect the interactions they have with your sales and marketing teams to be highly personalized and relevant—which can make striking up valuable conversations with prospects challenging. That’s one reason why account-based marketing has become a popular strategy in recent years.

Accountability 61

Accountability Marketing B2B Customer advocacy 61

ChurnZero

SEPTEMBER 8, 2021

A year has gone by since the COVID-19 pandemic shuttered doors to in-person conferences, and the industry responded accordingly by converting most live events into virtual experiences. In response, some organizations have slatted in-person events for the tail end of 2021. . SaaStr Annual 2021 – September 27-29, 2021 San Mateo, CA.

Personalization 95

Personalization SaaS Upselling B2B 95

Totango

APRIL 2, 2019

Target events and address milestones. This is also a good time to add upsells to accounts that have high customer health scores. Health scores indicate which customers may be receptive to cross-sell or upsell offers and which ones might require extra attention from your success team. Target Events and Address Milestones.

Journey mapping 107

Journey mapping Upselling Accountability Feedback 107

CustomerSuccessBox

JUNE 20, 2022

A customer succes software is specialized software that takes the customer data from your existing tech stack to provide you with a 360-degree view of your customers and their account health. Detect and Act on Upsell & Cross-sell Opportunities. Automate mundane tasks for Maximum Efficiency. Improve user onboarding.

Upselling 52

Upselling SaaS CRM Multi-channel support 52

Totango

JULY 8, 2021

Many of the companies we talk to today all have the same challenge: they are sick and tired of firefighting their customer accounts. With this system, alerts are automatically generated about any customer who requires attention – be it a customer with deteriorating health or an upsell opportunity that is set to renew soon.

Upselling 65

Upselling Accountability Customer retention Metrics 65

ChurnZero

AUGUST 14, 2020

They focus on opportunity management – like the manual activities that typically exist within accounts. Its workstreams rely upon inputs such as sale’s manual data entry and gut instincts. Since buyers typically follow a uniform purchasing journey, CRMs are ideal for managing a sales pipeline. (If Sales or Sales Operations.

CRM 87

CRM Finance Upselling Accountability 87

CSM Practice

JULY 6, 2020

The New SaaS Sales Environment during COVID-19. The decline in new logo sales and the increase in churn has led companies to invest more in protecting their revenue base. SaaS companies are now turning to their customer success teams as client health , retention, and expansion of accounts become new priorities.

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Practice

JULY 6, 2020

The New SaaS Sales Environment during COVID-19. The decline in new logo sales and the increase in churn has led companies to invest more in protecting their revenue base. SaaS companies are now turning to their customer success teams as client health , retention, and expansion of accounts become new priorities.

SaaS 71

SaaS Upselling Accountability Sales 71

Totango

MARCH 21, 2019

It represents a shift away from thinking of customers as point-of-sale pursuits and toward regarding them as ongoing relationships that require continuous nurturing. . Success in these areas leads to a more successful renewal and upsell phase. Increase upsell opportunities. Increase Upsell Opportunities.

Enterprise 87

Enterprise Upselling Education Accountability 87

Totango

SEPTEMBER 1, 2022

QBRs in SaaS usually involve business clients, particularly clients with larger accounts, requiring more attention. In general, QBR meetings help ensure that SaaS clients receive the value they’re paying for from their software provider, promoting higher subscription renewal, upsell, and referral rates.

SaaS 100

SaaS Journey mapping Upselling Best practices 100

TechSee

JUNE 16, 2022

If you want to stay ahead of the game, follow them on Linkedin, Twitter, or YouTube or try meeting them at key industry events – their enormous impact is bound to become a catalyst for change in the space. He has over 20 years of customer service, sales and management experience, with a laser focus on contact centers.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

CSM Practice

FEBRUARY 24, 2020

1. Average Revenue Per Account (ARPA). The Average Revenue Per Account is a profitability metric that assesses your company’s revenue per customer account, usually calculated on a yearly, quarterly, or monthly basis. Average Revenue Per Customer = Total Revenue / Number of Accounts.

Metrics 52

Metrics Upselling SaaS Accountability 52

SmartKarrot

OCTOBER 5, 2023

Businesses today strive to get growth from existing accounts and, the role of Enterprise Account Management has come to the forefront in that regard. Moving parts in Enterprise Account Management Enterprise Account Management is the central function within organizations tasked with managing and growing revenue with existing customers.

Enterprise 10

Enterprise Accountability Management Upselling 10

ChurnZero

SEPTEMBER 8, 2021

A year has gone by since the COVID-19 pandemic shuttered doors to in-person conferences, and the industry responded accordingly by converting most live events into virtual experiences. In response, some organizations have slatted in-person events for the tail end of 2021. . SaaStr Annual 2021 – September 27-29, 2021 San Mateo, CA.

Personalization 52

Personalization SaaS Upselling B2B 52

Totango

AUGUST 21, 2020

We currently have 13,000 Totango users in the system contributing to, leading, running operations for our Sales and Customer Success Field teams. 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. We are 18 months in.

Upselling 116

Upselling Accountability Metrics SaaS 116

Quality Contact Solutions

DECEMBER 31, 1969

Prospecting is tough and most sales professionals dread it and delay prospecting until the eleventh hour, therefore unlikely to achieve their prospecting goals. Companies turn to outbound telemarketing partners as appointment setting is considered one of the most difficult parts of the sales process.

Telemarketing 49

Telemarketing outsourcing Upselling Sales 49

SmartKarrot

OCTOBER 25, 2023

In the dynamic world of business, the role of a Strategic Account Manager (SAM) goes beyond onboarding and tracking usage. However, it’s not merely about ticking off a recurring calendar event. Educate, Don’t Push Cross-selling and upselling is fraught with the risk of seeming pushy.

Accountability 10

Accountability Construction Upselling Education 10

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? Key account management is the practice of looking after the essential customers who contribute the highest to the company’s revenue and profits.

Accountability 10

Accountability Management Upselling Customer retention 10

CustomerSuccessBox

MARCH 10, 2022

Automation provides you the sixth instinct and an additional hand to create more productive engagements across all your accounts. Alerts for new accounts. As soon as a new account is assigned, ensure sure the customer success manager is notified and is able to contact the customer right away to kick-start the relationship.

SaaS 52

SaaS Upselling Education Accountability 52

Education Services Group

MAY 23, 2022

The ESG team was as eager as anyone to get back to these types of events, and I was thrilled to join my colleagues Peter Armaly, Sheik Ayube, and Nick Mitchell to do just that at TSIA World Interact. Who owns the renewal and upsell/cross-sell process? QR codes to connect. This one’s for TSIA directly.

Upselling 52

Upselling Sales Marketing Management 52

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. However, most companies are at a disadvantage because they use the same sales strategy for both new and existing customers. Quantitative Data ; obtained from different systems.

Upselling 52

Upselling Customer centricity Sales Accountability 52

Totango

FEBRUARY 6, 2020

Every touchpoint along the customer journey—from the initial sales event to support tickets, product usage metrics, and customer feedback —generates unique data. For example, during the sales to customer success handover , it is critical that both teams communicate efficiently to provide a seamless customer experience. .

Enterprise 92

Enterprise Customer centricity Metrics Upselling 92

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. That was followed by the undecided (24%) leaving only 13% of participants who voted against the motion (believing that Sales should own the renewal).

Upselling 98

Upselling SaaS Sales Accountability 98

Totango

FEBRUARY 4, 2020

This represents a shift from bygone eras when growth strategies were more sales-focused. While sales are always an important facet of any growth strategy, customer-centric growth means also emphasizing customer retention. Never try to force or coerce customers into upsells. Create a free trial account to get started today.

Customer centricity 71

Customer centricity Best practices Upselling Enterprise 71

ChurnZero

JULY 9, 2020

Sure, you won customers over to get the initial purchase, but what about your post-sale courting? These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. Nurture with Networking Events.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

CSM Practice

FEBRUARY 24, 2020

1. Average Revenue Per Account (ARPA). The Average Revenue Per Account is a profitability metric that assesses your company’s revenue per customer account, usually calculated on a yearly, quarterly, or monthly basis. Average Revenue Per Customer = Total Revenue / Number of Accounts.

Metrics 52

Metrics SaaS Customer retention Upselling 52

CSM Practice

FEBRUARY 24, 2020

1. Average Revenue Per Account (ARPA). The Average Revenue Per Account is a profitability metric that assesses your company’s revenue per customer account, usually calculated on a yearly, quarterly, or monthly basis. Average Revenue Per Customer = Total Revenue / Number of Accounts.

Metrics 52

Metrics SaaS Customer retention Upselling 52

Vcaretec

AUGUST 8, 2023

The multiple procedures that guarantee client satisfaction after you deliver products or services are known as after-sales services. Increase customer satisfaction level with email support outsourcing services Customer satisfaction is increased by after-sales services since they demonstrate your appreciation for your customers.

outsourcing 52

outsourcing Customer Care Sales industry standards 52

CSM Practice

FEBRUARY 8, 2023

You can calculate the CAC by dividing your total sales and marketing expenses by the number of new customers you attract within a given time frame. Lead-to-Customer Rate Lead-to-customer rates indicate how well you’re converting leads into paying subscribers, indicating whether your sales strategies are working.

SaaS 52

SaaS Metrics Advertising Upselling 52

ChurnZero

NOVEMBER 27, 2019

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. . The event, hosted by The Customer Success Association , featured sessions from a variety of CS thought leaders. Didn’t attend? Automating processes?

Chief Customer Officer 75

Chief Customer Officer SaaS Metrics Education 75

CSM Magazine

APRIL 1, 2022

Demand planning can help businesses to identify opportunities for cross-selling and upselling, so that customers always have access to the products they need. This entails working with sales and marketing, finance, and other departments that affect the capacity to meet supply and demand. Planning a promotional event.

Customer Experience 52

Customer Experience Analytics Finance APIs 52

SmartKarrot

FEBRUARY 21, 2023

The case for a renewed focus on account management What is Account Management? Account management is the practice of providing customers with service, support and improvement opportunities to increase their consumption of a product or service and maximize retention, cross-sell and upsell opportunities within the customer base.

Accountability 10

Accountability Management SaaS Finance 10

SmartKarrot

APRIL 6, 2022

Develop and action productivity and performance reporting of customer success management, individuals, and account opportunity. Work with the VP of Customer Success to drive customer success annual planning, including determining account segmentation, organizational design, account coverage, and capacity model.

Upselling 19

Upselling Accountability Metrics Sales 19

SmartKarrot

JULY 13, 2020

Hence, upsell is the clear outcome of such a situation. Upsell is the practice of encouraging a customer to buy a higher version of the product that is more expensive than the one they are already using. When I say upsell, this word sounds more relevant from the seller’s point of view. Why Upsell? Upsell vs Cross-sell.

Upselling 10

Upselling SaaS Management Metrics 10