ChurnZero

MARCH 24, 2023

Using only NPS to measure a CS team is far too narrow, it’s easy to game (depending on who you survey and how you cut the data), and it lacks context. 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. Here’s why.

Upselling 97

Upselling Metrics SaaS Sales 97

Totango

APRIL 11, 2019

It is a powerful tool for capitalizing on potential upsell opportunities and preventing customer churn. For example, an engagement score would rank active daily usage within an account against other accounts. and the survey data by 0.85. Properly Weigh Your Metrics. Not all metrics are created equal.

Metrics 87

Metrics Upselling Accountability Enterprise 87

JustCall

APRIL 3, 2023

Renewals and upsells : Another important area of responsibility for the customer success team is driving customer renewals and identifying opportunities for upsells. So, make sure to arm them with the right training, resources, and support, as well as offer relevant upsell opportunities to expand their usage of the product or service.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

Totango

APRIL 30, 2021

For example, if your acquisition-related marketing and sales costs for the year added up to $200,000 and you acquired 1,000 new customers over the year, your average CAC for the year would be $200 per customer. Customer marketing to promote renewals cross-sells and upsells. Price comparison engines. Professional services and training.

Customer retention 63

Customer retention Advertising Engineering Upselling 63

CSM Practice

JULY 6, 2020

88% of companies recommend that their employees work from home to reduce the spread of Coronavirus, and more than 90% of B2B sales have switched to a virtual sales model, which can provide a lot of opportunities and challenges for sales and customer success teams. Upsells is a basic form of account expansion. 2. Reduced Costs.

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Practice

JULY 6, 2020

88% of companies recommend that their employees work from home to reduce the spread of Coronavirus, and more than 90% of B2B sales have switched to a virtual sales model, which can provide a lot of opportunities and challenges for sales and customer success teams. Upsells is a basic form of account expansion. 2. Reduced Costs.

SaaS 71

SaaS Upselling Accountability Sales 71

Nicereply

FEBRUARY 2, 2024

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. A Salesforce survey found that 94% of customers are more likely to purchase again because of positive customer service.

Education 59

Education Accountability Customer retention Journey mapping 59

CustomerSuccessBox

DECEMBER 24, 2021

For B2B SaaS companies, user adoption is one of the most important elements of sustainable growth. Improving user adoption can help you fight churn, bring in good customer loyalty at the end of the customer journey and easier upsell opportunities. User Adoption Strategies for B2B SaaS businesses. What is User Adoption?

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 15, 2021

In a world seemingly obsessed with hyper-growth, this may sound like heresy, but when evaluating a B2B software-as-a-service (SaaS) company, the most important metric we look at is retention. For example, how many of the customers you had one year ago are still customers today? . cross-selling, upselling, etc.)

Metrics 59

Metrics SaaS Upselling Surveys 59

SmartKarrot

NOVEMBER 3, 2021

It means managing the customer and their expectations at every point in the journey to align goals, reduce churn, and increase upselling opportunities. In this blog, we will focus our attention on top customer success strategy examples that have reaped rich dividends for various B2B SaaS companies. Expansion offers.

Education 10

Education Upselling B2B Feedback 10

SmartKarrot

MARCH 3, 2022

As per a survey, 80 percent of B2B customers hope that businesses understand their needs and align according to them. This makes it important to know the customer journey and with B2B behavioral segmentation, we can work out a strategy accordingly. For example- any shampoo may be good for cleaning hair. Based on benefits.

B2B 10

B2B SaaS Marketing Upselling 10

JustCall

NOVEMBER 24, 2022

A B2C or B2B s ales process is never boring. According to a Gallup survey in June 2020 , less than one-third of sales reps felt busy at work, and 14% were actively absent. According to a survey by the Sales Management Association, 90 % of all companies using a s ales process were top performers. Sales is a numbers game.

Sales 52

Sales B2B Surveys CRM 52

SmartKarrot

DECEMBER 23, 2021

Irrespective of whether you are a start-up or an established B2B SaaS company, one thing that you need to keep in mind: products never remain static, and features keep changing over a while. In this write-up, we will discuss some of the best practices that B2B SaaS companies need to follow while announcing their new product updates.

B2B 10

B2B SaaS Education Upselling 10

Totango

JANUARY 8, 2019

And if you’re operating in the highly competitive subscription-based B2B industry, it’s an especially important number. For example, you could divide the number of people who had canceled a subscription during the month of September 2018 by the number of subscribers you had on September 1st, 2018. But what method should you use?

Enterprise 54

Enterprise Upselling Surveys B2B 54

CustomerSuccessBox

SEPTEMBER 2, 2021

B2B SaaS companies determine the CAC by two major components. Let us look at an example here. Even though customer success has the leverage to bring in significant revenue and boost up the scale, due to upsells and cross-sells, it is excluded. In the SaaS industry, your product goes through various updations.

SaaS 52

SaaS Metrics Advertising Sales 52

JivoChat

APRIL 8, 2021

This continual learning paves the way for greater customer convenience and satisfaction and offers companies more upsell opportunities and higher conversion rates. A great example of a knowledge base tool is Zendesk , which is a customer support solution built to help businesses serve their audience and improve customer relationships.

Sales 52

Sales Chatbots Brand ambassadors Surveys 52

ChurnZero

JULY 9, 2020

Just look at B2B bemouths like Salesforce, Moz, and HubSpot. We send registrants a survey with a topic list and create the agenda using the highest-voted ideas. Uncover Opportunities With Upsell Campaigns. Customer Marketing helps drive and close these upsells with supporting collateral and campaigns.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

Inbenta

MAY 16, 2022

For example, chatbots can provide tech support and help to troubleshoot common user problems. By utilizing this information, they can pitch the best promotions and upselling techniques to your customers. The benefits of this approach were studied in a recent survey of personalized customer experience. relevance 26.3%

Chatbots 52

Chatbots Interactive Voice Response Telecommunications Self service 52

Nicereply

MAY 11, 2020

84% of B2B decision-makers start the buying process with a referral. SaaS businesses can see a similar benefit by upselling existing customers and providing more value as the account grows. For example, Dropbox offers free storage to users that refer new customers. You measure your NPS by sending your customers a short survey.

Customer retention 115

Customer retention SaaS Metrics Surveys 115

Amity

MARCH 15, 2018

For example, if the company’s goal is to make ‘X’ amount of dollars in revenue, it sets the course for the Success department towards retaining the customers that they currently have and reducing churn. Regardless of whether you are B2B or B2C, the data you can gather from measuring CSAT is invaluable.

Management 69

Management Metrics Accountability Surveys 69

Lumoa

FEBRUARY 9, 2023

upselling to the most loyal customers) Process changes (e.g. B2B Customer Experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. The situation when B2B CX was very distant from B2C CX has been rapidly changing.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Pointillist

MARCH 22, 2018

90% of customer value for B2B businesses is obtained after the initial sale.’ – Marketo. McDonald’s classic question is perhaps the best-known example of cross-selling. JetBlue has in the past made as much as an additional $140million in revenue through its upsell program called ‘Even More Space.’. Upsell Or Cross-sell?

Upselling 71

Upselling Analytics B2B B2C 71

SmartKarrot

APRIL 6, 2021

Just 40 C-level customers will generate nearly 70 percent of the B2B business. Support your statement with real examples and case studies. Show these examples and support your strategy for them around it. With the tool, it is possible to identify cross-sells, upsells, and scope for expansion. How a client grew revenue?

Chief Customer Officer 18

Chief Customer Officer Customer retention Upselling CRM 18

SmartKarrot

APRIL 17, 2023

For example, a software company uses an AI-powered voice assistant to provide real-time updates on product development to its enterprise customers, resulting in faster issue resolution and improved customer retention. Examples of voice assistants include Amazon’s Alexa, Apple’s Siri, and Google Assistant.

Upselling 10

Upselling Chatbots Virtual Agent Coaching 10

SmartKarrot

JUNE 6, 2023

For example, ensure that customer journey is clearly mapped and tracked, no customer is left unattended, no red signs are missed in customer management, customer outcomes are tracked, and you are able to drive your upsells, renewals and customer onboardings as seamlessly as you wish! Onboarding experience survey c.

Accountability 10

Accountability Management Surveys Upselling 10

Totango

AUGUST 11, 2022

Digital interactions that inform SaaS client relationships span the range of the customer journey , from pre-purchase marketing engagements to onboarding to subscription renewals, upsells and brand advocacy. Examples include: Search engine queries and ads. Customer satisfaction and feedback surveys. Upsell purchases.

SaaS 106

SaaS Journey mapping B2B Feedback 106

Totango

NOVEMBER 3, 2021

However, the value of NPS surveys depends on how you go about conducting them as well as what you do with the data you collect. Here we’ll cover some best practices for getting the most out of your NPS surveys. In the process, we’ll look at how technology can help you optimize the results you get from using NPS surveys.

Best practices 97

Best practices Surveys Upselling Journey mapping 97

Totango

NOVEMBER 3, 2021

However, the value of NPS surveys depends on how you go about conducting them as well as what you do with the data you collect. Here we’ll cover some best practices for getting the most out of your NPS surveys. In the process, we’ll look at how technology can help you optimize the results you get from using NPS surveys.

Best practices 96

Best practices Surveys Upselling Journey mapping 96

Totango

NOVEMBER 3, 2021

However, the value of NPS surveys depends on how you go about conducting them as well as what you do with the data you collect. Here we’ll cover some best practices for getting the most out of your NPS surveys. In the process, we’ll look at how technology can help you optimize the results you get from using NPS surveys.

Best practices 94

Best practices Surveys Upselling Journey mapping 94

SmartKarrot

DECEMBER 15, 2021

As per a recent survey , a growing band of businesses want to invest in artificial intelligence and adopt solutions accordingly. For example- You can improve targeting for customers based on location or other factors and enhance outcomes. For example- You can prioritize actions that CS executives have to do and enhance that.

Upselling 10

Upselling Accountability B2B Metrics 10

SmartKarrot

AUGUST 16, 2022

For example: If a specific niche of companies needs a specific feature, they can honestly communicate that. All things renewal, upsell, and other expansion formats can be considered. What do customers feel about the company in their surveys? For example: Would a customer complain if there was no QBR meeting? If yes, why?

Chief Customer Officer 10

Chief Customer Officer Benchmark Finance Metrics 10

SmartKarrot

MAY 28, 2021

For a service company, the focus is on being open and true with customers, renewals, upsells, keeping communication safe, and looking out for churn. Take for example: You own a digital marketing consultancy. You need to promote transparency or conduct a survey on how the customer is enjoying your product or service.

SaaS 10

SaaS Education Customer retention Upselling 10

SmartKarrot

SEPTEMBER 27, 2022

For example: Take marketing software used by the whole marketing team for different outcomes and results. Using a playbook can help you simplify the complex parts of the strategy to set the ground for cross-selling, upselling, and renewal. To see how SmartKarrot helps B2B companies streamline and scale customer success, Request a Demo.

Enterprise 10

Enterprise Accountability Management Revenue potential 10

SmartKarrot

MARCH 24, 2022

According to a survey, 79% of customers prefer live chats because they offer an immediate solution to their issues. Keeping the communication channels between the product and CS teams open to regularly update the latter about feature updates/when to upsell, etc. This is especially important in a B2B SaaS world.

Chief Customer Officer 10

Chief Customer Officer SaaS Customer centricity Best practices 10

SmartKarrot

SEPTEMBER 6, 2021

Surveys, campaigns, and other touchpoints can be managed through a CS platform. For example- surveys can help you understand what the customers feel and what appeals to them. Customer success managers can handle important aspects like QBRs, EBRs, facilitate upsells, manage product adoption and more.

CRM 10

CRM Upselling B2B Surveys 10

SmartKarrot

MARCH 31, 2022

The sales team is also responsible for upsells, cross-sells, and renewals. Even how customers respond to a survey can help us understand what they want. Survey data, NPS data, and user data can help know customers better and align products and services as per their needs. Expansion revenue is another job of the sales team.

SaaS 10

SaaS Sales Feedback Upselling 10

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. On the positive side, managers are typically engaged in closing the loop with dissatisfied survey participants.

B2B 62

B2B Feedback B2C Enterprise 62