Totango

DECEMBER 20, 2023

Mid-market business leader in computer & network security Why customer success leaders love Totango Effective cross-functional collaboration is a defining attribute of any rising customer success team and another reason our users recognize Totango as a software leader. These actions lead to increased efficiency and time savings.

Enterprise 108

Enterprise Customer centricity Benchmark Upselling 108

Totango

NOVEMBER 23, 2021

This, in turn, makes it difficult to intervene with customers who are at risk of churn, as well as challenging to spot upsell opportunities. You’re Having Challenges Collecting Customer Feedback. Customer feedback provides another important indicator of satisfaction and can offer an early warning of customers at risk of churn.

Upselling 91

Upselling CRM Revenue potential Feedback 91

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

Totango

JANUARY 4, 2019

‘Customer-centric’ no longer just refers to a marketing strategy—it’s a whole economy. Now more than ever, winbacks, upsells, renewals, referrals, and feedback cannot be passive items on a checklist. The Top 5 Customer-Centric Marketing Strategies for SaaS Companies. It’s a way of thinking. Talk as often as you can.

Customer centricity 79

Customer centricity SaaS Marketing Enterprise 79

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.

Accountability 52

Accountability Upselling Sales Marketing 52

CSM Magazine

DECEMBER 13, 2023

In a competitive market, stellar customer service stands as the cornerstone of a thriving business. 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.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

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

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. In order to keep your edge in a competitive market, CS has to be leveraged to nurture relationships with your customers. Being proactive in business always pays off, especially when it comes to customer feedback.

Upselling 52

Upselling SaaS Customer advocacy Metrics 52

Global Response

JULY 3, 2023

Call centers aren’t just for solving customer problems and upgrading customer accounts: they’re essential channels to develop customer relationships and loyalty. For one, you can ask your customers directly—through surveys, individual feedback, and so on. Get feedback and follow up. So, how can you do this effectively?

Call Center 62

Call Center outsourcing Customer centricity Upselling 62

ClientSuccess

MARCH 9, 2020

As part of this mission, customer success managers (CSMs) are responsible for the ongoing ‘success’ of a customer account. These are often hard numbers that executives can easily measure or account for. Amazing customer experiences often lead to recommendations and testimonials, which in turn usually mean an account renewal or upsell.

Customer Experience 97

Customer Experience Accountability Upselling SaaS 97

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

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. . Customer marketing efforts like thank-you gifts and recognition are a significant first step.

Customer retention 70

Customer retention Upselling SaaS Accountability 70

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

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. Let’s talk about cross-selling.

Sales 98

Sales Upselling B2C Best practices 98

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. TrueList explains that the worldwide market for answering services will reach $496 billion before 2027.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

Call Experts

APRIL 8, 2024

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. TrueList explains that the worldwide market for answering services will reach $496 billion before 2027.

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52

JustCall

AUGUST 7, 2023

In fact, the strategic use of AI in sales and marketing can automate the entire value chain and make businesses even more profitable. So, here’s how you can utilize conversational AI for sales teams: Lead Capturing & Qualification Source Lead generation is one of the most challenging tasks in sales and marketing.

Chatbots 52

Chatbots Sales Surveys Upselling 52

ClientSuccess

MARCH 9, 2020

As part of this mission, customer success managers (CSMs) are responsible for the ongoing ‘success’ of a customer account. These are often hard numbers that executives can easily measure or account for. Amazing customer experiences often lead to recommendations and testimonials, which in turn usually mean an account renewal or upsell.

Customer Experience 74

Customer Experience Upselling Accountability SaaS 74

SmartKarrot

OCTOBER 25, 2023

In the dynamic world of business, the role of a Strategic Account Manager (SAM) goes beyond onboarding and tracking usage. Feedback Loop They are more than just mechanisms to gauge satisfaction; they’re avenues for improvement, innovation, and deeper understanding. Feedback should be actionable.

Accountability 10

Accountability Construction Upselling Education 10

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

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.) Track free-trial users for upsell opportunities to convert to paid users.

CRM 87

CRM Finance Upselling Accountability 87

ChurnZero

JANUARY 18, 2024

If a company needs to hire a chief marketing officer (CMO), they’ll find many marketing leaders with 20 or 30 years of experience. 1: Chief customer officer at Semrush Semrush is a marketing technology company best known for its SEO tools. The CCO role is relatively new compared to other C-suite titles.

Chief Customer Officer 52

Chief Customer Officer SaaS Sales Upselling 52

SmartKarrot

MAY 12, 2023

In today’s highly competitive business landscape, managing and nurturing key accounts has become a critical aspect of organizational success. Key Account Management (KAM) is a strategic approach that focuses on developing long-term, mutually beneficial relationships with a select group of high-potential customers.

Accountability 10

Accountability Management Revenue potential Upselling 10

Totango

SEPTEMBER 13, 2022

Expansion of product usage through upsells. Still, manual actions may be required for achieving certain objectives, particularly with high-touch accounts and for certain support tickets. Keep Your Playbooks Current by Measuring Impact and Incorporating Feedback. These include: Freemium to premium conversion. Onboarding.

SaaS 86

SaaS Upselling Best practices Customer retention 86

JustCall

APRIL 3, 2023

Account management: The customer success team also manages customer accounts and ensures that they are getting the most value from your product or service. Renewals and upsells : Another important area of responsibility for the customer success team is driving customer renewals and identifying opportunities for upsells.

Upselling 52

Upselling Metrics Best practices Customer centricity 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

Revation Systems

JANUARY 18, 2023

DCE has grown in popularity as companies have realized the value of online presence, and many marketers have embraced social media. billion people , which accounts for slightly more than half of the global population and 93.4% In fact, 93% of marketers worldwide use social media for business. Social media is used by 4.62

Customer Service 62

Customer Service Enterprise Self service Upselling 62

SmartKarrot

JULY 7, 2023

In today’s competitive business environment, no business can sustain itself without being mindful of critical aspects like Account White Space. In this write-up, we are going to introduce you to critical concepts like account white space, mining white space, farming white space, etc. What is Account White Space Analysis?

Accountability 10

Accountability Upselling B2B B2C 10

CustomerSuccessBox

MARCH 10, 2022

Gather the feedback and make them brand advocates. Now it’s about collecting their valuable feedback for the company to make an improvisation of the product for the better and also help other folks to think of buying your product for the benefits they made. Figure out the upselling opportunities and act upon customer retention.

Management 52

Management Customer retention SaaS Customer advocacy 52

JustCall

APRIL 5, 2023

Before we look at the top 7 customer success management tools, ensure that the CSM tool you select can: Identify and create accurate customer profiles Capture customer data, history, and feedback in real-time. This includes collating information from surveys, marketing initiatives, and/or team interactions, etc.

Management 52

Management CRM Analytics Customer retention 52

CustomerSuccessBox

JANUARY 8, 2020

Customer success department’s responsibilities are slowly increasing to encompass several things like increasing LTV of customer base, reducing churn, providing references, case studies, customer stories to sales and marketing, providing feedback to product team, creating upsell opportunities, facilitating renewals, etc!

Upselling 52

Upselling SaaS B2B Metrics 52

Nicereply

APRIL 30, 2020

Cross-sell & Upsell, but first, answer the query. One of the good upselling models could be to offer the try something for free (limited time). Here comes a good upselling option. When can you upsell/cross-sell? Listen and respond to negative feedback. But the story doesn’t end there.

Sales 69

Sales Customer Service Upselling CRM 69

CustomerSuccessBox

FEBRUARY 14, 2019

The major KPIs of a Customer Success Manager are: Increase Lifetime Value (LTV) of the customers (by upsells, cross sells etc). A CSM will not always be there to market the product or make the customer understand the advantages of the product. Proactively provide feedback to the product team. Create upsell opportunities.

Management 67

Management Upselling SaaS Sales 67

SmartKarrot

NOVEMBER 2, 2022

Strategic account management is a business practice involving activities like providing customers with the best support and services, thus increasing their consumption of products and services offered by the business. The practice aims at maximizing retention, cross-selling, and upselling within the customer base.

Accountability 10

Accountability Management Best practices Customer advocacy 10

Education Services Group

MAY 23, 2022

Who owns the renewal and upsell/cross-sell process? You decide which outcome would be best for your business: When the CS org owns the upsell process, “technology subscription growth rates increase 9% points over companies that leave that task to Sales Executives.”. Wood, President and CEO of TSIA reported in his closing keynote.

Upselling 52

Upselling Sales Marketing Management 52