CustomerSuccessBox

DECEMBER 13, 2018

Upselling strategies can improve your upsell rate drastically, leading to the financial growth of the company. However, we need to start with the basics before we can learn about upselling strategies. What does Upsell exactly mean? Depending on your product, you may provide better features, more accounts, etc.

Upselling 40

Upselling SaaS Feedback Accountability 40

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

Pointillist

MARCH 20, 2020

Let’s dive into the first category of these customer journey analytics examples. Customer Journey Analytics Example #1: Increase Operational Efficiency and Cost Savings Efficiently delivering services and experiences to customers is a defining challenge for enterprises today.

Analytics 70

Analytics Upselling Interactive Voice Response Banking 70

JustCall

FEBRUARY 28, 2020

Or, Are you looking for an Account Manager job description that can take you through your interview? Well, whether you yourself are going to take up the role of an Account Manager or you are looking out for hiring one. This blog post will give you a complete idea of an Account Manager job description.

Accountability 52

Accountability Management Finance Upselling 52

Comm100

NOVEMBER 2, 2020

We have hand-picked some of the top chatbot examples to show you how you could use AI customer service bots across channels – 5 use cases across industries, plus one case study of how a chatbot resolved 91% of live chat inquiries. Let’s explore the top 6 chatbot examples of 2020. A Chatbot to Help Mortgage Applications . Industry: B2B.

Chatbots 58

Chatbots Customer Service Banking Healthcare 58

Totango

AUGUST 9, 2022

This type of customization provides customers with better service while yielding better results for B2B teams working in marketing, sales, customer service, and customer success. Ideal profile fit: such as using a scoring system to rate marketing and sales prospects based on an inclination to buy. Customer needs and wants.

Best practices 100

Best practices B2B Journey mapping Upselling 100

Totango

AUGUST 16, 2022

Identifying customers in the market for upsell offers and referral invitations. For example, you can use automated communication tools, such as emails and webinars, to help ensure that customers have the support they need to familiarize themselves with how to complete onboarding and start using your product.

Customer retention 100

Customer retention Upselling CRM SaaS 100

ChurnZero

JULY 9, 2020

Does your marketing often drop the L-bomb? Entire marketing budgets are devoted to their infinite pursuit and persuasion. But if you’re like most companies, when it comes to attracting your customers, the only thing your marketing’s dropping is the ball. The Forgotten CSM: Customer Success Marketing.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

Totango

NOVEMBER 23, 2021

For example, if you don’t know that a new customer is experiencing onboarding issues, you can’t reach out to help them. This, in turn, makes it difficult to intervene with customers who are at risk of churn, as well as challenging to spot upsell opportunities. Your Upsells Are Going Down. Your Escalations Are Going Up.

Upselling 92

Upselling CRM Revenue potential Feedback 92

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. During that time, we noticed that the live chat market was growing increasingly competitive.

Sales 111

Sales Customer Experience Upselling Self service 111

JivoChat

APRIL 11, 2021

13 Best Welcome Message Examples. Here are 13 examples of how to do more with your business welcome messages. 13 Best Welcome Message Examples. These 13 welcome message examples will take a look at the best of the bunch. In this guide, we will break down: What is a Welcome Message? Welcome Message Best Practices.

Sales 52

Sales Chatbots Best practices Personalization 52

Totango

AUGUST 25, 2022

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

SaaS 97

SaaS Upselling Metrics Journey mapping 97

ShepHyken

SEPTEMBER 20, 2019

Customer Success / Account Management – Outside of support, this team interacts with customers the most frequently. It’s also not uncommon for other departments such as Sales, Onboarding, and Marketing to have access to support software as well. One way to do this is by creating content on an internal collaboration solution.

B2B 270

B2B Customer Support CRM B2C 270

Totango

APRIL 4, 2024

I recently hosted a webinar with four leaders from our team to learn how they work together to bolster retention, expansion, and upsells as a truly unified CS and sales front. One tool that Katie finds helpful in her role is a RACI matrix that designates accountability to relevant stakeholders involved in a project, task, or decision.

Sales 89

Sales Upselling Accountability SaaS 89

CustomerSuccessBox

OCTOBER 5, 2021

The following are the key considerations that you must look at (for improving retention, increase renewals & upsells, etc. Let me try to explain the aforementioned steps using real examples. Account health KPIs- Product adoption, customer usage, etc. But, what must you do to achieve that magical figure? Some of them are.

Upselling 59

Upselling SaaS Metrics Accountability 59

SmartKarrot

OCTOBER 5, 2023

Account mining, or the practice of deepening relationships with existing customers to upsell or cross-sell, is the gold standard for sustained business growth. Let’s delve into this strategic playbook to maximize revenue through account mining. Let’s delve into this strategic playbook to maximize revenue through account mining.

Accountability 10

Accountability Upselling Journey mapping Feedback 10

Quality Contact Solutions

JANUARY 27, 2022

This is one of the more common techniques to increase the overall value of an account. These accounts already have the main product or service, and the cross-sell is an add-on item that will increase the total amount of the account. Increase Sales by Upselling.

Sales 98

Sales Upselling B2C Best practices 98

Beyond Philosophy

FEBRUARY 3, 2022

For example, a Transactional approach to journey mapping would be getting all the steps down but not considering how a customer feels during the stages. For example, Beyond Philosophy did some work with a mobile phone company’s lost and stolen process. They want to upsell, cross, sell, whatever. And guess what?

Journey mapping 195

Journey mapping Customer centricity Consulting Consulting 195

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

CustomerSuccessBox

JUNE 24, 2022

It helps companies keep up with the accounts they’ve closed, and maintain, retain, and expand them. In order to keep your edge in a competitive market, CS has to be leveraged to nurture relationships with your customers. For example, onboarding becomes the first test of the user engagement strategy. Upselling the right way.

Upselling 52

Upselling SaaS Customer advocacy Metrics 52

Totango

NOVEMBER 27, 2023

The global market research company conducted its first Forrester Wave™ evaluation of top customer success platforms. When customers achieve their goals, businesses will see more subscription renewals and expansion revenue from upsell and cross-sell opportunities. For example, unified data bridges the gap between sales and CS teams.

B2B 92

B2B CRM Enterprise Upselling 92

ChurnZero

MARCH 24, 2023

With the emergence of new technologies, market trends, and CS practices, the industry is abuzz with debate and discussion. You didn’t meet these people at the farmers market and hit it off because you like each other’s sneakers. Everyone started looking at the dollars and focusing on these upsells.

Upselling 98

Upselling Metrics SaaS Sales 98

ChurnZero

MARCH 24, 2023

With the emergence of new technologies, market trends, and CS practices, the industry is abuzz with debate and discussion. You didn’t meet these people at the farmers market and hit it off because you like each other’s sneakers. Everyone started looking at the dollars and focusing on these upsells.

Upselling 97

Upselling Metrics SaaS Sales 97

CSM Practice

JULY 6, 2020

Acknowledging the changing sentiment in the current market will make for better strategies for approaching customers. SaaS companies are now turning to their customer success teams as client health , retention, and expansion of accounts become new priorities. Buying power may have been reduced, but marketers are as active as ever.

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Practice

JULY 6, 2020

Acknowledging the changing sentiment in the current market will make for better strategies for approaching customers. SaaS companies are now turning to their customer success teams as client health , retention, and expansion of accounts become new priorities. Buying power may have been reduced, but marketers are as active as ever.

SaaS 71

SaaS Upselling Accountability Sales 71

ChurnZero

AUGUST 14, 2020

They focus on opportunity management – like the manual activities that typically exist within accounts. Get direct access to CRM data, such as accounts, contacts, opportunities, cases, subscription data (renewal date, license count, total contract value, etc.) Examples: Salesforce , HubSpot , Netsuite , and Copper. .

CRM 87

CRM Finance Upselling Accountability 87

Totango

JUNE 17, 2021

For example, you might divide your customer base up into customers who have purchased a particular product and those who have not, allowing you to limit an email marketing promotion to customers who have not purchased the product. You can segment customers based on virtually any characteristic or behavior, including: User demographics.

B2B 71

B2B Accountability Journey mapping Sales 71

TechSee

APRIL 13, 2021

They are generally relegated to the background and don’t merit the spotlight as often as sales and marketing initiatives — or in this comparison, the race car drivers. Recognition that relationship marketing drives revenue. Customer service can be compared to the pit crew for NASCAR.

Customer Service 124

Customer Service Self service Upselling Sales 124

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 116

B2B Journey mapping SaaS Engineering 116

Babelforce

SEPTEMBER 8, 2021

This information is combined with touchpoints, customer goals, KPIs and team accountability. For example, journey mapping reveals that poor onboarding is responsible for almost a quarter of churn. #4 4 Better upselling. Badly timed upselling doesn’t lead to more sales; it leads to higher churn. #5

Journey mapping 98

Journey mapping Upselling Customer effort Personalization 98

Infinity

NOVEMBER 14, 2018

In fact, in their report on insurance marketing trends, Mintel reports that the main perception from consumers is that insurance companies are virtually the same. Identifying which key element of differentiation swayed your prospect is crucial to coming out on top in this hyper-competitive market. Here are 5 prime examples.

Marketing 45

Marketing Automotive Upselling Banking 45

CustomerSuccessBox

FEBRUARY 17, 2022

If you’ve ever taken a Marketing 101 course, you’ve learned that retaining a customer is far more profitable than attracting new customers. It shows the amount (change) of revenue from current users that a company can retain compared to any other time period, taking into account downgrades, upgrades, and churn.

Benchmark 52

Benchmark SaaS Customer retention Upselling 52

Pointillist

SEPTEMBER 10, 2020

Many CX, marketing and operations leaders are asking how they can use customer journey orchestration to deliver better, more personalized experiences that will improve CX and business outcomes, like retention, customer lifetime value and revenue. A common RTIM use case is the dynamic updating of offers on a website.

Personalization 128

Personalization Interactive Voice Response Enterprise Upselling 128

Totango

SEPTEMBER 13, 2022

To give a customer success playbook example, let’s say a customer has just started the onboarding process. For example, you can design a customer success renewal playbook for clients whose subscription is nearing expiration. Expansion of product usage through upsells. Adoption of advanced features.

SaaS 87

SaaS Upselling Best practices Customer retention 87

Totango

FEBRUARY 23, 2022

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. The SaaS customer journey follows the same general path as customer journeys in other markets but differs in detail. Here, we’ll show you how to create your path to customer success.

SaaS 111

SaaS Journey mapping Upselling Best practices 111

Totango

JUNE 1, 2021

By sharing the insights of these multi-dimensional data streams across your enterprise, you increase accountability for the customer experience and create a customer-centered enterprise that is poised to effectively deliver customer lifetime value. Unlike renewals, upsell opportunities are not tied to a specific timeframe.

Enterprise 69

Enterprise Upselling Metrics Accountability 69

ShepHyken

MAY 25, 2018

Marketing has always been about pushing products, and service has been about solving problems, but that’s an outdated outlook. For example, if a customer is angry, next-best action ensures you don’t try to sell them something on any channel – they likely won’t respond, and you’ll just seem tone-deaf.

Call Center 185

Call Center Customer retention Upselling Advertising 185