ChurnZero

MARCH 24, 2023

1: Is NPS a Customer Success metric? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. Here’s why. Value is very hard to measure.

Upselling 97

Upselling Metrics SaaS Sales 97

Totango

AUGUST 25, 2022

In this article, we’ll offer some tips for a winning customer engagement SaaS strategy. 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.

SaaS 96

SaaS Upselling Metrics Journey mapping 96

CSM Magazine

DECEMBER 13, 2023

In this article, we will delve into actionable steps to identify and rectify these infamous customer service gaps. Lack of Cross-Sell and Upsell Capabilities This gap involves using strategies that integrate sales opportunities into customer interactions. Leverage customer data when creating cross-sell upsell recommendations.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

Totango

AUGUST 9, 2022

This article will give you six best practices for optimizing your B2B customer segmentation. 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. What Is B2B Customer Segmentation? Customer needs and wants.

Best practices 99

Best practices B2B Journey mapping Upselling 99

TLC Associates

NOVEMBER 11, 2019

of their daily schedule is spent on sales-related activities. It’s a byproduct of the digital revolution, and can be overcome by revamping sales processes to align with the times. Some brands are considering an outsourced contact center as part of their sales process, funneling qualified leads to their sales team.

outsourcing 40

outsourcing Sales Outbound sales Contact Center 40

Totango

MAY 17, 2021

Tracking this alerts you to churn risks as well as upsell opportunities, empowering you to take appropriate action. Tracking product engagement can also create sales opportunities. A highly engaged customer may be in the market for an upsell offer. Detecting this gives your sales team an opening to reach out.

Management 62

Management Upselling Metrics Accountability 62

Totango

SEPTEMBER 20, 2022

Here we’ll walk you through the essentials you need to know to harness customer enablement to increase B2B and SaaS sales. Then we’ll look at the benefits of customer enablement and how it mutually supports sales enablement strategies. Monitoring customer satisfaction metrics and intervening when low satisfaction levels are detected.

B2B 82

B2B SaaS Education Brand ambassadors 82

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). We’ll go over the high-level Customer Success KPIs you’ll need on your dashboard to receive fast insights in this article. 360 Customer Success Dashboard.

Metrics 52

Metrics Upselling Customer advocacy CRM 52

ChurnZero

FEBRUARY 23, 2023

Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. Further, additional sales with existing customers have a lower customer acquisition cost (CAC). Yet what happens after the initial sale isn’t always top of mind for most businesses. Our recommendations follow below.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. Further, additional sales with existing customers have a lower customer acquisition cost (CAC). Yet what happens after the initial sale isn’t always top of mind for most businesses. Our recommendations follow below.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

Lumoa

SEPTEMBER 8, 2020

With that in mind, in this article, we cover why customer loyalty is important, along with a few metrics you can track to better understand your customer’s loyalty. Measuring Customer Loyalty with Metrics There are a number of different ways you can measure customer loyalty. The same is true with your metrics.

Upselling 83

Upselling Metrics Surveys Marketing 83

ChurnZero

JANUARY 25, 2024

Skillset 1: Sales acumen In 2024, driving revenue is a primary responsibility of CS. CS teams are increasingly involved in the entire customer journey, not only shaping the customer experience but directly influencing revenue outcomes through renewals, upsells, and cross-selling.

Education 52

Education Upselling Consulting Consulting 52

Amity

FEBRUARY 24, 2016

Issue 77 - Customer Success Articles that are Certified Classics (Part 3). How do we decide which articles are Customer Success Classics? Well, to become certified classic, an article must be written well, easy to read, and most importantly, feature great content. • The Link Between Customer Success, Retention, and Upsells.

Upselling 48

Upselling SaaS Best practices Customer retention 48

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. He also sits on the board of Directors for CSPN. Brad Cleveland, Author, Speaker & Consultant.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Beyond Philosophy

NOVEMBER 10, 2014

Your existing customers are far easier to upsell. According to Marketing Metrics , you have a much higher probability to sell your existing customers than a new prospect, at 60 to 70% versus 5 to 20%, respectively. That article also revealed that 85% of customers that had a good relationship with the bank increased their commitment.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Totango

NOVEMBER 25, 2020

With this feature, you can examine a number of insightful metrics and segment your client base for an optimized customer journey that surpasses what the competition can offer. . Feedback metrics like NPS and CSAT scores. Product usage and adoption metrics. Sales history. Financial data. CSM Sentiment. Touch points.

CRM 107

CRM Upselling Metrics Accountability 107

Quality Contact Solutions

OCTOBER 25, 2021

Metrics: You have to be able to measure results. Metrics provide essential information needed to evaluate the program from top to bottom in an easy-to-read report. We make outbound calls to renew memberships, win-back lapsed members, promote conferences, and cross-sell and upsell members with new membership programs.

Telemarketing 98

Telemarketing Scripts Benchmark Upselling 98

Education Services Group

OCTOBER 31, 2023

Written by Colby Bock There are many posts and articles published by leaders in Customer Success that articulate an attempt to guide current and aspiring Customer Success Managers on their role. Streamlined Support : Keep me in the know with real-time support metrics and ticket details.

Best practices 52

Best practices Finance Upselling Customer retention 52

Global Response

FEBRUARY 28, 2024

In this article, we’ll explore why you need call center services, how they will benefit your business, and how to choose the right one. Save money and increase sales with a brand-obsessed, people-first team that delivers a high-touch, superior customer experience, every time. Let’s dive in. Ready to perfect your CX?

Call Center 62

Call Center Customer Experience outsourcing Brand ambassadors 62

CustomerSuccessBox

SEPTEMBER 20, 2021

David and his blog cover topics such as the SaaS business model and Metrics, 9 steps to get to repeatable, scalable, and profitable growth, Time to Wow!, how to design and build a sales & marketing growth machine, etc. The other topics covered are sales, marketing, growth, support, and more. SuccessCOACHING. Zendesk Blog.

SaaS 64

SaaS Customer centricity B2B Best practices 64

ChurnZero

DECEMBER 29, 2020

This article is a roundup of the not-so-obvious phrases you should avoid saying to a customer no matter how well-intentioned or deserved. Today, you’d be hard-pressed to find a high-velocity sales, marketing, or product team without a designated operations function. The SaaS Debate: Who Owns the Renewal and Upsell?

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

Nicereply

NOVEMBER 21, 2022

That’s why in this article, we are going to focus on showing you how to retain your customers with the help of a few effective tools and solutions. This is an important metric that shows the level of customer loyalty. Best features: All-metric dashboard Populations and cohort analytics Customer activity reports Full funnel analytics.

Customer retention 98

Customer retention SaaS Upselling Analytics 98

JivoChat

FEBRUARY 24, 2021

So, how do you start generating more sales, or even your first sale? We asked 22 Shopify store founders and marketing experts to share their best tips for getting more Shopify sales in 2021. It’s relatively straightforward to set up your Facebook shop and start making sales. Add upsells and cross-sells at checkout.

Sales 59

Sales Advertising Marketing Personalization 59

Horizon CX

FEBRUARY 29, 2024

The Power of Purging Perfunctory Performance Introduction In the bustling world of business, where metrics often dominate discussions and efficiency reigns supreme, one crucial aspect can sometimes be overlooked: the human element. This can lead to higher turnover rates, decreased productivity, and a negative cycle of poor service.

Morale 52

Morale Customer centricity Upselling Feedback 52

Totango

DECEMBER 3, 2020

CS professionals now attest that their bonus structures are tied to company performance, renewals, net retention, upsells, and account health. . In this article, we will breakdown the factors shaping today’s CS compensation structure and discuss how these elements come to impact a business’s revenue and overall success. .

Upselling 64

Upselling Accountability Enterprise Metrics 64

CustomerSuccessBox

JUNE 20, 2022

Now that you’ve chosen to read this article, I suppose you are already aware of the weightage that the Customer Success function holds for your SaaS business. In general, this tool offloads the heavy work of tracking and managing all the customer success metrics. Detect and Act on Upsell & Cross-sell Opportunities.

Upselling 52

Upselling SaaS CRM Multi-channel support 52

Nicereply

FEBRUARY 2, 2024

This article examines what customer success is and why it’s important, and shares valuable tips to build a customer success strategy. This will simplify your B2C or B2B sales lead generation efforts since prospective clients will come to you with pre-established trust courtesy of the positive reviews by your happy customers.

Education 59

Education Accountability Customer retention Journey mapping 59

CustomerSuccessBox

SEPTEMBER 2, 2021

Customer Acquisition Cost (CAC) can be calculated by dividing all the Marketing and Sales costs required to acquire a new customer within a specific time. CAC is an important metric for growing businesses to determine profitability and efficiency. An average SaaS business spends 92% of their first-year revenue on customer acquisition.

SaaS 52

SaaS Metrics Advertising Sales 52

Totango

SEPTEMBER 1, 2022

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. Overall, the benefits of SaaS QBRs boil down to higher subscription renewal rates and more revenue from upsells and referrals.

SaaS 97

SaaS Journey mapping Upselling Best practices 97

Totango

JULY 8, 2021

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. One of the key tasks of a customer success team is reporting on key customer success and health metrics. Define Customer Health Score.

Upselling 65

Upselling Accountability Customer retention Metrics 65

Global Response

JULY 17, 2023

In this article, we’ll show you seven key ways using an outsourced call center can save your business money. Save money and increase sales with a brand-obsessed, people-first team that delivers a high-touch, superior customer experience, every time. To some degree, it depends on what you outsource.

Call Center 62

Call Center outsourcing Upselling Self service 62

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. All of the same core data and metrics driving our Totango solution are also shared through SAP4Me. SC: Totango at SAP adopts the standard sales bag and logical product taxonomies at SAP.

Upselling 115

Upselling Accountability Metrics SaaS 115

Totango

JULY 13, 2021

Strategy for customer success growth has changed as commerce has gone digital and big data has made marketing and sales customer-centric. A customer-centered approach makes customer satisfaction a top priority before as well as during and after the sale. In the future, you may be able to offer them an upsell.

Customer centricity 100

Customer centricity B2C Enterprise Upselling 100

Totango

SEPTEMBER 17, 2021

What these various forms of the freemium SaaS model all have in common is that they take product-led growth approach to marketing and sales. The freemium sales model has become widespread in the SaaS industry. Creates Upsell Opportunities. Why is it so common? Differentiating You from the Competition.

SaaS 74

SaaS Best practices Upselling Journey mapping 74

Global Response

AUGUST 7, 2023

In this article, we’re breaking down the recent data and future trends to demonstrate why your call center is an essential element in customer retention—and how to use it effectively. Save money and increase sales with a brand-obsessed, people-first team that delivers a high-touch, superior customer experience, every time.

Customer retention 62

Customer retention Call Center Upselling Personalization 62

inmoment

JULY 4, 2020

The best way for companies to effectively monetize the changes they make to customer experience(s) is to link both actions and outcomes to business metrics. CX practitioners can point to any changes that have occurred in those metrics since implementing any experience fixes and easily connect the two. Upsell/Cross-Sell Opportunities.

Customer Experience 40

Customer Experience Upselling Customer retention Metrics 40

Global Response

DECEMBER 21, 2022

This process ensures that your call center quality is stable and improving—which in turn will improve customer service and retention, sales, compliance and more. If Customer Satisfaction Scores (CSAT) is a metric you’re tracking (and it should be!), It’s a self-fulfilling loop that benefits everyone in the end.

Call Center 62

Call Center Outbound sales Feedback Best practices 62