Totango

FEBRUARY 10, 2021

To put your goals of promoting customer success into action, you can define benchmarks that measure success in quantifiable terms. Defining desired outcomes enables you to establish benchmarks that can be used to measure customer success. Set Success Goals for Each Stage of Your Customer Journey Map.

Customer retention 85

Customer retention Journey mapping Benchmark SaaS 85

Totango

JUNE 23, 2020

Strong scores could encourage you to take action in the form of upsell, cross-sell, and expansion campaigns , or by developing a customer case study or asking the customer to speak at an event. Best practice is to send out a survey after each “success event.” 6 Best Practices for Your CS Team.

Best practices 62

Best practices Brand ambassadors Surveys Enterprise 62

Totango

OCTOBER 1, 2019

For example, your customer needs to onboard two new employees while simultaneously working through an upsell with your sales team. Goals to Consider: Product usage compared to benchmarks. . Because the customer journey is not linear, your customers may be split between your sales and customer success team. High license utilization.

Enterprise 81

Enterprise Metrics Benchmark Upselling 81

SmartKarrot

MARCH 9, 2023

Establish a weekly management system to monitor advancement against important benchmarks and KPIs. Control important team KPIs, including churn, upsells, adoption, and activity management. To help the revenue team reach the NRR goal for your region(s), you will plan effective renewals and spot upsell opportunities.

Upselling 19

Upselling Benchmark SaaS Accountability 19

Fonolo

JULY 5, 2023

How they approach upselling opportunities Upselling is something that all your customer-facing employees should be doing — not just sales. And things like sponsoring sporting events form associations in consumers’ minds. They’re great for finding your own benchmarks and can be used to segment your data very easily.

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

Pointillist

MARCH 22, 2018

JetBlue has in the past made as much as an additional $140million in revenue through its upsell program called ‘Even More Space.’. There are many such examples of B2C and B2B companies that are using upsell and cross-sell opportunities to generate profits. In this post, I take a detailed look at: What is upsell and cross-sell?

Upselling 71

Upselling Analytics B2B B2C 71

SmartKarrot

AUGUST 16, 2022

Only when some metric goes off the benchmark can you know something is wrong. All things renewal, upsell, and other expansion formats can be considered. Focus on meaningful data – brief data-driven predictions on the product, what was met or achieved, and the recommendations to improve the present benchmarks.

Chief Customer Officer 10

Chief Customer Officer Benchmark Finance Metrics 10

SmartKarrot

FEBRUARY 21, 2023

Account management is the practice of providing customers with service, support and improvement opportunities to increase their consumption of a product or service and maximize retention, cross-sell and upsell opportunities within the customer base. What could possibly go wrong? However, this is easier said than done.

Accountability 10

Accountability Management SaaS Finance 10

SmartKarrot

NOVEMBER 6, 2020

These indicators are usually measured when the events have already occurred. With a low CSAT score you can predict future events like customer churn. And any measurement below the benchmarks send you a clear signal that you need to improve upon your business. What are lagging indicators? Time to value (TTV).

SaaS 8

SaaS Metrics Benchmark Upselling 8

Pointillist

JULY 25, 2018

What are the quantitative business goals that will influence the journey analytics project e.g., churn, retention, acquisition, cross-sell, upsell, purchase, rate of renewal etc.? Upsell and Cross-sell Revenue Growth. 5 essential steps to find upsell and cross-sell opportunities with journey analytics ]. Thinking in Events.

Analytics 93

Analytics Government APIs Metrics 93

SmartKarrot

JULY 14, 2022

Active involvement with the KPIs and benchmarks, making recommendations for monitoring, analysis and improvement of them. Analyze customer data to identify triggering events that may require risk mitigation. Proactively convene commercial renewals and upsell discussions with customers.

Education 3

Education Benchmark Upselling Best practices 3

ChurnZero

JANUARY 26, 2021

From technical support to renewals and upselling, this role might be one of the most confusing and misunderstood jobs in all of tech. . Strong delivery for, and relationships with, your champions will most certainly make an impact on your future renewal and upsell opportunity outcomes. Executive Sponsor: . Primary Contact(s): .

Management 98

Management Chief Customer Officer Upselling SaaS 98

ChurnZero

MARCH 22, 2019

To better understand the impact, we had Rob Belcher, Managing Director at SaaS Capital share benchmarking data from their eighth annual survey of private B2B SaaS companies. How to develop a customer health score and key customer events to track. So, the initial sale is very small, and all the sale is upsell.

Customer retention 61

Customer retention Upselling SaaS Customer centricity 61

Totango

APRIL 14, 2020

Organizations need to segment customers based on how world events such as COVID-19 affect them. You should be able to benchmark customer behaviors and progress with metrics known to influence business success, and then automatically follow real-time performance. Get as Granular as You Need. Balance Segmentation.

Best practices 71

Best practices B2B Enterprise Accountability 71

Pointillist

JULY 25, 2018

What are the quantitative business goals that will influence the journey analytics project e.g., churn, retention, acquisition, cross-sell, upsell, purchase, rate of renewal etc.? Thinking in Events The fundamental data type for customer journey analytics is the event. and delivers meaningful ROI.

Analytics 43

Analytics Metrics Government Journey mapping 43

Totango

FEBRUARY 15, 2019

By “instrumenting a product,” I refer to the technical process of creating an event log of user activities, so this log can be analyzed to answer the usage questions mentioned above. A typical usage event record (SDR – Service Details Record) log contains the following information: Timestamp. 1/1/19 8:05. 1/1/19 8:07.

SaaS 70

SaaS B2C B2B Metrics 70

JustCall

MARCH 9, 2023

You can compare your reps’ performance with industry benchmarks across industries and roles. Analytics and Benchmarking A conversation intelligence platform will pull data from your calls, emails, and other customer interactions. The best part is that these calls don’t even have to be from your team.

Coaching 52

Coaching Sales Chatbots Analytics 52

Amity

FEBRUARY 2, 2016

With so many customer success resources to choose from, we’ve selected the top customer success resources and events that we think will educate and inspire you for the rest of the year. • Events. It determines the effectiveness of free trials, paid pilots, churn reduction, renewals, upsells and referrals.

SaaS 80

SaaS Education Customer retention Sales 80

Comm100

FEBRUARY 6, 2018

Need : An industry-leading CRM — features include lead scoring, SMS marketing, event management, sales reports, social CRM, mobile app, web content personalization, and more. Free Download] Live Chat Benchmark Report 2018. Marketing and Commerce Clouds require users to call for estimates. OS : Windows, Mac OS, web browser.

CRM 42

CRM Enterprise SaaS Marketing 42