CustomerSuccessBox

JUNE 20, 2022

In general, this tool offloads the heavy work of tracking and managing all the customer success metrics. To do that, they need to: Track a dozen of complex metrics, Study analytics, Optimize the onboarding workflows, and Monitor the “n” number of other tasks. Detect and Act on Upsell & Cross-sell Opportunities.

Upselling 52

Upselling SaaS CRM Multi-channel support 52

Education Services Group

NOVEMBER 22, 2021

Key metrics to Include in a customer health score. Health scores can also easily enable CSMs to identify their most successful customers — the ones who are most likely to be open to upsell conversations and the most willing to become customer references, provide testimonials, or participate in case studies. Let’s dive in.

Upselling 52

Upselling Metrics Enterprise Feedback 52

CustomerSuccessBox

MAY 30, 2022

She instantly thinks about Mr. X, who has been the focus of numerous previous case studies and whose product usage has been positive. To identify a watermelon customer, the metric that would help you the most is instead the Customer Intent Score. These rules have a threshold for upsell or risk signal generation.

Upselling 52

Upselling Calibration Engineering Big data 52

Totango

OCTOBER 20, 2020

Once these metrics are recorded, you can use this information to proactively engage customers and meet their needs in a more personalized way. There are a variety of surveys and metrics you can use to measure these different elements. Anticipating which customers are viable candidates for upsell/cross-sell opportunities.

Customer Experience 84

Customer Experience Education Customer centricity Metrics 84

Totango

APRIL 9, 2019

It’s an invaluable metric and, with this data in hand, you can spot any problems and work on keeping your customers satisfied in the long run. Retaining customers is far less expensive than the cost of acquiring new ones and can bring growth in the form of upsells from current customers. How to Calculate Your Customer Retention Rate.

Customer retention 72

Customer retention Upselling Enterprise Metrics 72

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

ChurnZero

JULY 9, 2020

Celebrate (and Capitalize) on Success With Case Studies. Case studies are a mutually beneficial way to promote your product and your customer among interested audiences – so long as your features know their place in the story. Uncover Opportunities With Upsell Campaigns.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

ShepHyken

NOVEMBER 20, 2017

A case study by Idaho Central Union by Avinash Bhaisa . My Comment: This is a great case study that proves that CX impacts the bottom line. Stats and facts prove that a personalized experience allows you to upsell, cross-sell and create customer loyalty. Here are my top five picks from last week.

Customer Service 95

Customer Service Personalization Upselling Self service 95

Amity

APRIL 3, 2017

As with anything, you need to look at what’s right for your business, team, and customer base, but here are some core metrics and data points that if you are not already tracking, you should be! As you are about to get a lot of metrics thrown at you, I have broken this out into three buckets: The obvious. The kind of obvious.

Upselling 70

Upselling Metrics Feedback Accountability 70

ClientSuccess

NOVEMBER 26, 2018

While many customer success managers (CSMs) are well-versed in the day-to-day activation and implementation conversations with customers, introducing them to additional services, turning them into advocates, and having upsell conversations, their customer marketing strategies and results can often fall short.

Marketing 56

Marketing Upselling SaaS Customer retention 56

ClientSuccess

SEPTEMBER 3, 2020

Ideally, most objectives are quantitative and aligned to the important KPIs of the business (retention, upsell, cross-sell, NPS, # of case studies, etc.). For both KPIs, I’d focus on revenue – core revenue retention (excluding cross-sell & upsell) and revenue expansion (up-sell and cross-sell). Variable Split.

Management 111

Management Upselling Sales Accountability 111

Eptica

OCTOBER 28, 2016

However, it can be difficult to measure the exact impact of individual customer service interactions on these metrics, leading to the contact center being seen as a cost, rather than a department that boosts the bottom line. You can read more about L’Occitane’s use of chat in this case study.

Sales 79

Sales Multichannel Abandon rate Upselling 79

JustCall

APRIL 5, 2023

Customer Success Metrics and Analytics Key Performance Indicators (KPIs) Key performance indicators are quantifiable indicators of progress towards better performance or a particular result. Customer success metrics include customer satisfaction with overall service and with products. out of 5 stars.

Management 52

Management CRM Analytics Customer retention 52

Global Response

JULY 23, 2023

Outsourcing also requires you to relinquish some control over day-to-day operations and workflows, which can also reduce service quality and key metrics. In most cases, probably not. Is the ease of using an outsourced call center worth the risk of losing the quality service that keeps your customers loyal to your brand?

Call Center 62

Call Center outsourcing Bilingual agents Service level 62

Totango

JUNE 23, 2020

To get to the “net” part of the metric, subtract the percentage of detractors from the percentage of promoters — the score will range between -100 and 100. The NPS metric was designed to get a look at a customer’s thinking right now. This shows how NPS data, as with all metrics, is only useful if it is actionable.

Best practices 62

Best practices Brand ambassadors Surveys Enterprise 62

CustomerSuccessBox

MAY 18, 2022

A dedicated AI-powered customer success platform aiding SaaS firms to onboard, retain, upsell and drive MRR. It specializes in curating custom solutions by implementing an appropriate growth strategy focusing on customer success metrics. Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022!

SaaS 52

SaaS Upselling Education Customer retention 52

Amity

MARCH 1, 2018

From outcome metrics to usage data, to engagements – there’s a lot of data out there to indicate how healthy your customer truly is. Route your promoter responses to Marketing, they may want to reach out for a testimonial or a case study. And also threw in other things you should probably avoid.

Customer advocacy 73

Customer advocacy Surveys Upselling Feedback 73

Totango

DECEMBER 12, 2019

They define a clear way to track the customer experience, measure it against proven metrics, increase value, and reduce churn. . Customers can experience escalation while they’re in the midst of renewal, or some circle back to onboarding due to an upsell. . It is important to note, however, that the customer journey is not linear.

Management 64

Management Enterprise Best practices Benchmark 64

Totango

JULY 24, 2020

You cannot schedule an upsell engagement at a predetermined time in the customer journey. That support could take the form of additional training or materials such as webinars, or it could be an in-product solution that doubles as a ready upsell. Instead, you have to watch for a need to arise and then proactively fill it.

B2B 62

B2B Enterprise Best practices Upselling 62

CustomerSuccessBox

MARCH 10, 2022

For customer advocacy, write case studies, and ask for referrals! Figure out the upselling opportunities and act upon customer retention. It is now possible to see customer health scores that are customized to track metrics that resonate with their goals.

Management 52

Management Customer retention SaaS Customer advocacy 52

Education Services Group

NOVEMBER 25, 2019

More importantly, an Account Manager’s job is to ensure that the customer renews at the end of their subscription period, add upsells and cross-sells to the customer’s account, and generally ensure a consistent revenue for the company. This is the point where they’re most receptive to new products, cross-sells, and upsells.

Accountability 59

Accountability Management Upselling Sales 59

Amity

JULY 4, 2017

From outcome metrics, to usage data, to engagements – there’s a lot of data out there to indicate how healthy your customer truly is. There’s a sudden change in outcome metrics and the way they’re trending. Route your promoter responses to Marketing, they may want to reach out for a testimonial or a case study.

Surveys 66

Surveys SaaS Feedback Customer advocacy 66

SmartKarrot

JANUARY 13, 2023

Proactively work with the sales team on upsells and expansion opportunities while mitigating potential churn risks. You’ll participate in webinars and the creation of case studies, present at company meetings, and write blogs and articles. Share knowledge and socialize customer performance and its results with the rest.

Upselling 19

Upselling Best practices Engineering Coaching 19

Totango

AUGUST 14, 2020

Ideally, this long-term partnership will see your customer reach milestones with your help, expand their use of your product, and upsell or cross-sell in other ways. Identify key champions of product line, ask for case study/quote/event speaking slot. Review results with internal stakeholders at Y date.

Enterprise 76

Enterprise Feedback Upselling Accountability 76

SmartKarrot

MAY 13, 2022

Scale the CS team to the needs of the business including, but not limited to, building capabilities around program strategy, solution-based selling, upsell, relationship building, identifying necessary roles & responsibilities needed to improve the customer experience (analytics, etc.). Generating customer references and case studies.

Upselling 19

Upselling Customer centricity Best practices Accountability 19

SmartKarrot

MARCH 9, 2023

Create and use metrics to gauge and monitor consumer loyalty and satisfaction. 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

SmartKarrot

NOVEMBER 24, 2022

Liaise with the marketing team to create case studies. Identify upsell opportunities and manage renewal conversations. Track customer analytics to understand user behavior and identify potential product features proactively. Liaise with the tech team to resolve client requirements and feedback. Apply here: [link].

Consulting 19

Consulting Consulting Upselling Education 19

SmartKarrot

APRIL 20, 2022

Role: Customer Success Director Location: Remote, United States Organization: Hunt Club As a Customer Success Director, you will develop the playbook for delivering a world-class customer experience (cadence for update meetings, success metrics, surveys, tokens of appreciation, etc.). testimonials, case studies).

Upselling 19

Upselling Best practices Accountability Sales 19

CustomerSuccessBox

DECEMBER 4, 2018

According to studies , the LTV value should be at least 3 times the CAC in order for your company to grow and be sustainable. Without a high customer retention rate, a SaaS company will shut down, no matter how great the other metrics are. Do not focus on too many metrics as that can make the success plan go haywire.

Best practices 40

Best practices Customer retention SaaS Metrics 40

Education Services Group

JUNE 29, 2019

Most B2B SaaS companies aim to keep churn below ten percent, but the pinnacle of Customer Success is negative churn — when the value generated from renewal upsells (renewed subscriptions worth more than the previous subscription) is greater than the value lost to subscriptions that are not renewed. Customer Success Is a Constant Process.

SaaS 40

SaaS Upselling Customer retention B2B 40

SmartKarrot

JULY 29, 2021

Develop and report on customer success metrics across a variety of metrics and measures, working to continuously improve the results. Identifying opportunities to upsell new products or services to clients based on their evolving requirements. Develop data-driven playbooks that drive client results and inform product roadmap.

Upselling 12

Upselling Entertainment Metrics Coaching 12

SmartKarrot

FEBRUARY 17, 2022

Engage directly with Sales and Product teams to ensure clients are satisfied and that adoption metrics are being met. Analyze and report on program engagement and outcome metrics. Nurture customer advocacy in the form of testimonials, references, and case studies. Manage churn risk and identify upsell opportunities.

Customer advocacy 19

Customer advocacy Upselling B2B SaaS 19

SmartKarrot

FEBRUARY 1, 2022

Oversee customer onboarding, strategic business reviews, success plans, contract renewals and upsell opportunities. Own metrics related to the successful onboarding, retention, and growth of Teampay customers. Provide regular reporting to the leadership team on metrics, goal attainment, programs, and customer feedback.

Accountability 19

Accountability Healthcare Upselling Metrics 19

SmartKarrot

JANUARY 6, 2023

Encourage the team to get customers to document and share success stories, such as case studies, blogs, referrals, and webinars. Be ready to establish and execute the best customer experience strategies including onboarding and upselling. Apply here: [link]. Set goals and expectations for individuals and monitor performance.

Upselling 19

Upselling Analytics Sales Metrics 19

SmartKarrot

NOVEMBER 17, 2022

Measure, track, analyze and report key account metrics. Upsell services and products. Assist in creating case studies and use cases. Closely collaborate with cross-functional teams (sales, marketing, product) to plan and deliver customer delight & account growth. Analyzing industry and market trends.

Benchmark 19

Benchmark Accountability Upselling Engineering 19

SmartKarrot

OCTOBER 27, 2022

Conduct detailed customer workflow analysis and identify customer success metrics. Apply here: [link] Role: Customer Success Manager Location: London, England, United Kingdom (Hybrid) Organization: COREcruitment Ltd As a Customer Success Manager, you will be activating Upsell features for the client, such as Video Interviewing.

Upselling 19

Upselling SaaS Coaching Best practices 19

SmartKarrot

AUGUST 26, 2022

Do the work of winning renewals and driving expansion and upsell. Track customer metrics and maintain customer health scorecards with clear action plans. Help drive customer references and case studies and produce reports and presentations to explain insights and results to marketing professionals.

Best practices 19

Best practices Upselling Analytics Coaching 19