Totango

APRIL 2, 2019

Gather feedback. 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. Gather Feedback. Automate tasks.

Journey mapping 105

Journey mapping Upselling Accountability Feedback 105

Totango

AUGUST 16, 2022

Other types of apps that may support customer retention include software for dunning management, collecting user feedback, tracking customer loyalty and analyzing client behavior. Identifying customers in the market for upsell offers and referral invitations. Encouraging more significant product usage. Dunning Management: Profitwell.

Customer retention 98

Customer retention Upselling CRM SaaS 98

JustCall

MAY 4, 2023

These metrics can be used to understand how effective the existing strategies and workflows are. How to track sales quota? Provide feedback to sales reps on their performance regularly. Foster a culture of accountability, transparency, and meritocracy within the team. How to perform win/loss analysis?

Sales 52

Sales Metrics Analytics CRM 52

JustCall

MAY 4, 2023

These metrics can be used to understand how effective the existing strategies and workflows are. How to track sales quota? Provide feedback to sales reps on their performance regularly. Foster a culture of accountability, transparency, and meritocracy within the team. How to perform win/loss analysis?

Sales 52

Sales Metrics Analytics CRM 52

CustomerSuccessBox

MAY 9, 2022

The pros (new customer ARR, upsells) and cons (no new customer ARR, no upsells) should be highlighted on this Customer Success dashboard (downgrades and churn). Customer feedback is the first and most obvious place to seek information on what your consumers think of your product or service. Voice of Customer.

Metrics 52

Metrics Upselling Customer advocacy CRM 52

CSM Magazine

DECEMBER 13, 2023

There are several ways you can bridge this gap: Conduct surveys, gather feedback, or analyze their reviews. Create a system that collects feedback regularly. Use feedback to improve data systems and processes continuously. How to mitigate this? Leverage customer data when creating cross-sell upsell recommendations.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

Totango

AUGUST 14, 2020

As part of the roll-out of their new customer success program, Lucid wanted to focus on how to manage and engage their key stakeholders. Audience: When it comes to relaying feedback to internal stakeholders, what tools do you use to collect customer feedback, share it internally, and present it in a clear way?

Accountability 155

Accountability Feedback Sales Upselling 155

Nicereply

APRIL 22, 2021

Asking for satisfaction feedback once the deal is won or lost can help shed a light on whether this was something that could’ve been addressed better or not. It’s simple to understand, easy to implement, and provides actionable feedback to improve operations. How to measure CSAT from Pipedrive using Nicereply.

Sales 52

Sales Surveys Upselling Feedback 52

CustomerSuccessBox

JUNE 8, 2022

Either they’re not getting the right results, or they’re struggling with, you know, showing value internally struggling with earn struggling with upselling, actually, I would say that that’s my forte, like value management to customers and increasing upsell. You want to do customer logo churn rate and numbers.

Management 52

Management Upselling Accountability Metrics 52

Totango

APRIL 5, 2019

This could mean giving more attention to accounts that are in danger of churning or it could mean finding opportunities for upsells based on high usage rates. Gross upsell. For example, you could link metrics directly to specific campaigns in order to get timely feedback. Let’s take a closer look at each metric.

Metrics 72

Metrics Upselling Accountability Enterprise 72

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

CustomerSuccessBox

JUNE 24, 2022

It helps companies keep up with the accounts they’ve closed, and maintain, retain, and expand them. High renewal rates in SaaS provide a stable revenue source every month which helps you to focus on upsells, advocacy, and acquiring new customers. Know more on “How to ensure SaaS renewal rate ?”. Upselling the right way.

Upselling 52

Upselling SaaS Customer advocacy Metrics 52

Education Services Group

OCTOBER 31, 2023

Simplify reporting so I can quickly focus on my accounts. Feedback Empowerment : Create a hub for product feedback, feature requests, and timely responses on defects. While I welcome new accounts in my Book of Business, a constant shuffle can disrupt nurturing relationships. Answers are critical.

Best practices 52

Best practices Finance Upselling Customer retention 52

Vcaretec

AUGUST 8, 2023

It enables you to take into account their preferences, ideas, and viewpoints. Cross-selling and upselling too frequently can appear desperate and unprofessional. 2) Promote client comments as an after-sale service Your clients are encouraged to give feedback through after-sales services to enhance subsequent encounters.

outsourcing 52

outsourcing Customer Care Sales industry standards 52

Totango

JUNE 11, 2019

Customer Success Challenges and How to Face Them. Accounts should be tracked and routed to customer success team members or managers for proper engagement. And listen to feedback, as a customer’s goals can always evolve. We all want to make our customers happy, but customer success challenges can arise for a variety of reasons.

Customer centricity 91

Customer centricity Best practices Upselling Feedback 91

ChurnZero

DECEMBER 7, 2023

With nearly 50% of their capacity spent on smaller accounts that accounted for around 10% of revenue, Smokeball ’s onboarding team felt overworked, and struggled to drive the most value during the onboarding process. Renewal / Expansion Hero: TruVideo Driving upsells and awareness with engaging in-app content. says Kevin.

Accountability 52

Accountability Upselling Sales Marketing 52

CustomerSuccessBox

MARCH 27, 2019

Thus, increasing the retention rate, and creating potential opportunity for upsells / cross-sells too. It doesn’t matter how many customers you are signing up every month! What matters is that of the customers who had signed up, how many renewed their contracts. The post How to start a customer success practice?

Upselling 66

Upselling SaaS Best practices Feedback 66

Totango

NOVEMBER 25, 2020

Feedback metrics like NPS and CSAT scores. With the context provided by these data sets, your enterprise can make informed decisions on how to engage with customers in a personal, proactive manner. . Number of Accounts. Accounts with Open High Priority Tickets. Account Coverage. View and Act on Feedback.

CRM 107

CRM Upselling Metrics Accountability 107

Totango

MAY 21, 2019

They trust your brand and are more likely to spread word-of-mouth advertising or accept an upsell. In order to do this, you need to communicate with your customers, listen to their feedback, and constantly be on the lookout for new ways to provide value. This is especially true during onboarding. 4: Poor Customer Engagement.

Customer centricity 85

Customer centricity Education Upselling Advertising 85

ChurnZero

SEPTEMBER 14, 2021

If your customer can benefit from a product upgrade or feature upsell, then it’s your duty to make your customer aware of the opportunity. To give an example, Bryan outlined the hypothetical scenario of a CSM whose customer accounts for one division of a company that’s comprised of three divisions. Have Good Intentions When Selling .

Sales 94

Sales Upselling Morale SaaS 94

ClientSuccess

NOVEMBER 2, 2022

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. . Ask for their feedback on potential product enhancements and ideas to give them a sense of ownership stake in your product.

Customer retention 70

Customer retention Upselling SaaS Accountability 70

Amity

JULY 4, 2017

But there’s even more you can do to power up your Customer Health Score and NPS program when you integrate a customer feedback platform with your Customer Success Platform. Yet, if you think you’re getting a full picture of your customer, but you’re not asking them exactly how they feel, you’re missing the point.

Surveys 66

Surveys SaaS Feedback Customer advocacy 66

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

ShepHyken

SEPTEMBER 7, 2023

How to train new CX processes Refining your current CX processes and training your team is crucial for developing a more customer-centric team culture and building a well-oiled machine. Regularly update training materials based on customer feedback. You’ll primarily need: Time for training new CX processes.

Customer centricity 330

Customer centricity B2C Feedback Upselling 330

CustomerSuccessBox

JUNE 8, 2022

And I’ve been doing proper work explaining how it works. So if you don’t actually talk to each other and it can be even worse, if for instance, you do sell a product and you don’t take into account your customer’s feedback, let’s say, oh, dear organization, I would love to have this feature implemented.

Management 52

Management Accountability Personalization Enterprise 52

TeamSupport

MARCH 3, 2021

Proactive customer engagement accounts for more than a quarter (28%) of Support interactions and grew by 14% from 2019 to 2020. In Part 3 of this series, we’ll address how to analyze and use data to ensure success and drive recurring revenue. 1 That’s according to research by the Service Excellence Group (ServieXRG).

B2B 98

B2B Upselling Customer retention Customer Support 98

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

SmartKarrot

OCTOBER 17, 2022

Account mining has been an age-old, reliable method for helping businesses derive and extract as much revenue as possible from existing accounts. Therefore, utilizing account mining to drive growth and increased revenue from existing accounts can be extremely effective and beneficial for your business in the long run.

Accountability 10

Accountability Upselling Journey mapping Finance 10

SmartKarrot

OCTOBER 3, 2023

Customer Success Managers are at the heart of retaining and growing customer accounts. Now that we know how about playbooks, this article focuses on why every CSM needs playbooks and how to go about building one. Provide scripts or templates for approaching customers about upselling or cross-selling.

Management 19

Management Best practices Upselling Scripts 19

ClientSuccess

OCTOBER 18, 2022

Managing customer accounts is no longer contained to spearheading implementation and being on call to help customers through issues. Listen to your counterpart’s feedback and input. You can find more resources on having strategic conversations with customers here: Webinar: How to Have More Strategic Customer Conversations.

Best practices 72

Best practices Upselling Coaching Accountability 72

ChurnZero

MARCH 24, 2023

As a CEO, she can look across the business and the customer journey to understand how it all works together. For a CEO, it’s an opportunity to think about how to tell a more holistic story. For example, I was at a previous company where we thought we had churn down, and so we pivoted to comping our CSMs on CS-identified upsell.

Upselling 98

Upselling Metrics SaaS Sales 98

ChurnZero

MARCH 24, 2023

As a CEO, she can look across the business and the customer journey to understand how it all works together. For a CEO, it’s an opportunity to think about how to tell a more holistic story. For example, I was at a previous company where we thought we had churn down, and so we pivoted to comping our CSMs on CS-identified upsell.

Upselling 97

Upselling Metrics SaaS Sales 97

Totango

SEPTEMBER 13, 2022

Here we’ll show you how to use customer success playbooks to support your CS strategy: We’ll define the customer success playbook and clarify how customer success differs from customer service. We’ll show you how to create a customer success playbook customized for your business. Onboarding.

SaaS 86

SaaS Upselling Best practices Customer retention 86

CrazyCall

DECEMBER 7, 2018

We all know how tough the business industry is these days, the benefits of an in-house call center – which will also be discussed in this article – will surely motivate you to start making plans to start a call center for your business. You will also learn helpful tips on how to set up and manage an in-house call center.

Call Center 76

Call Center call center software Abandon Call Advertising 76

JustCall

APRIL 3, 2023

Key Responsibi lities of a Customer Success Team The key responsibilities of a customer success team generally include the following: Onboarding: The customer success team is responsible for helping new customers get started with the product or service, ensuring they understand how to use it and achieve their goals.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

Outsource Consultants

MARCH 29, 2021

You can’t expect BPO agents dealing directly with customer complaints to maintain the same CSAT scores as those handling account upgrades, for example. Don’t waste time pairing conflicting KPIs, such as setting a lower agent AHT goal with increased upsell targets. The KPIs most important to your brand will constantly be evolving.

Management 76

Management Calibration Call Center Average Handle Time 76

Call Experts

OCTOBER 5, 2023

Whether it’s a contact center for doctors or accountants , these customer service hubs are not merely cost centers but vital touchpoints for building and maintaining strong customer relationships. Gathering Valuable Insights Call centers generate a wealth of data and customer feedback. Ongoing coaching and feedback mechanisms.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105