ClientSuccess

MAY 10, 2022

The ‘sale’ of a new customer – aka the monetary amount of the contract – is often looked at as the be-all-end-all metric to determine the value of the customer. This includes the initial contract, of course, and any upsells, expansions, and renewals that may occur.

Upselling 59

Upselling Metrics Accountability Sales 59

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). The job of a Customer Success Manager is to make sure that the customers are getting the value that had been promised by the sales team and are able to achieve their goals. Create upsell opportunities.

Management 67

Management Upselling SaaS Sales 67

CustomerSuccessBox

JUNE 20, 2022

By collecting accurate data and comprehensive information about your customers, you can improve retention, uncover additional sales opportunities, and boost your customer health scores. Detect and Act on Upsell & Cross-sell Opportunities. Automate mundane tasks for Maximum Efficiency. Improve user onboarding. Growth Stage SaaS.

Upselling 52

Upselling SaaS CRM Multi-channel support 52

Inbenta

JULY 29, 2021

Upgrades or upselling management. Chatbots can be used as a sales upselling tool to suggest additional services, upgrades and offer upsell promotions to travelers who have already booked a flight. If you want to know more about their chatbot, make sure to check their case study.

Airlines 88

Airlines Chatbots Upselling Self service 88

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 most of the year, the CSMs counterpart on the sales side of our business was nowhere to be seen, only occasionally popping into the equation to see how things were going.

Management 111

Management Upselling Sales Accountability 111

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). It’s possible to improve the consumer targeting approach to better identify qualified clients for the sales funnel. Customer Success KPIs.

Metrics 52

Metrics Upselling Customer advocacy CRM 52

ChurnZero

APRIL 27, 2022

As a vendor, value realization affects customer loyalty and retention, customer satisfaction, referrals and recommendations, and opportunities to upsell. Value definition should happen at the point of sale, so the salesperson can set the right expectations. They may be open to upsells, cross-sells, or add-ons. Definition.

Chief Customer Officer 52

Chief Customer Officer Upselling Education Metrics 52

ChurnZero

JULY 9, 2020

Sure, you won customers over to get the initial purchase, but what about your post-sale courting? 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.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

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

Comm100

NOVEMBER 2, 2020

We have hand-picked some of the top chatbot examples to show you how you could use AI customer service bots across channels – 5 use cases across industries, plus one case study of how a chatbot resolved 91% of live chat inquiries. Post-sale, your chatbot can be a 24/7 customer success manager. Industry: Ecommerce.

Chatbots 57

Chatbots Customer Service Banking Healthcare 57

CustomerSuccessBox

MAY 18, 2022

A dedicated AI-powered customer success platform aiding SaaS firms to onboard, retain, upsell and drive MRR. Suggested blog: Startup to Scale – Why an Effective Sales to Customer Success Hand-Off is Critical. Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022! CustomerSuccessBox.

SaaS 52

SaaS Upselling Education Customer retention 52

Amity

APRIL 3, 2017

But, what I will say is make sure you segment your customers appropriately (by MRR, CSM, Sales, etc.), Sales Professional that closed the deal. Upsells / Cross Sells /Renewals: I am constantly hearing and involved in conversations around who owns what in this category (Sales vs CSMs). Products Purchased. Analyze it.

Upselling 70

Upselling Metrics Feedback Accountability 70

ChurnZero

JULY 19, 2022

The latter will tell you if your basic or premium products generate more sales. You can then determine whether you should invest more effort into upselling certain product features before or during the free trial period. You still need to nurture and nudge them through your sales funnel. New users lack that same familiarity.

SaaS 52

SaaS Feedback Personalization Upselling 52

Education Services Group

NOVEMBER 25, 2019

Though both AMs and CSMs have a post-sales role, and AMs often make excellent CSMs with the proper change management and training, the two practices are certainly far from synonymous. From the AM’s perspective, renewal is of vital importance in a SaaS business, so resources should be dedicated to making and re-making the sale.

Accountability 59

Accountability Management Upselling Sales 59

Global Response

JULY 23, 2023

Save money and increase sales with a brand-obsessed, people-first team that delivers a high-touch, superior customer experience, every time. Case Studies: Companies That Overcame Their Fears and Thrived At Global Response, we work with clients who have high-profile brands and a strong image and customer experience.

Call Center 62

Call Center outsourcing Bilingual agents Service level 62

Global Response

SEPTEMBER 11, 2023

Save money and increase sales with a brand-obsessed, people-first team that delivers a high-touch, superior customer experience, every time. For example, at Global Response, we’ve helped teams : increase online sales by 25% reduce call burden by 28% improve service performance by 130% Lack of control over operations.

outsourcing 62

outsourcing Call Center Healthcare Service level 62

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. And experience in work which can be sales, accounting, marketing, business management, or business administration. How to Become a Client Success Manager?

Management 52

Management Customer retention SaaS Customer advocacy 52

SmartKarrot

SEPTEMBER 2, 2022

As a Customer Success Manager, you will oversee your book of business from onboarding to renewals and upsells. Build customer advocates through reviews, case studies and references. Collaborate with other client teams, including pre-sales, product, operations, and legal.

Upselling 19

Upselling Customer advocacy Coaching Feedback 19

JivoChat

JANUARY 17, 2021

The same proportion of B2B sales teams say account-based marketing (ABM) improves customer lifetime value , while 86% say it boosts win rates and 76% believe it delivers a higher ROI than traditional go-to-market strategies. In other words, customers love live chat, and sales teams love ABM. Conclusion.

Accountability 52

Accountability Sales Upselling Personalization 52

JustCall

APRIL 5, 2023

This team: Promotes products Builds customer relationships Communicates customer needs to the sales and marketing teams 5.Developing This team: Promotes products Builds customer relationships Communicates customer needs to the sales and marketing teams 5.Developing Top 5 Customer Success Tools Every Business Must Use 1. out of 5.

Management 52

Management CRM Analytics Customer retention 52

Amity

JANUARY 4, 2017

Here are a few common examples: Sales Team - Customer Success will partner heavily with Sales. This information helps the Sales Team sell it right the first time therefore reducing churn risks down the road (and those not so fun breakup conversations). Let’s not forget the upsell and cross sell opportunities.

Upselling 63

Upselling Feedback Sales Marketing 63

Amity

MARCH 1, 2018

Route your promoter responses to Marketing, they may want to reach out for a testimonial or a case study. Net Promoter Score data should also appear in your Sales team’s system of record for upsell and referral opportunities. The Product team needs to see feedback related to your application.

Customer advocacy 73

Customer advocacy Surveys Upselling Feedback 73

SmartKarrot

JANUARY 13, 2023

Role: Customer Success Specialist Location: Warsaw, Mazowieckie, Poland (Hybrid) Organization: Zowie As a Customer Success Specialist, you will manage and support the success of a portfolio of customers across the entire post-sale customer journey from kick-off to advocacy and renewal. Apply here: [link].

Upselling 19

Upselling Best practices Engineering Coaching 19

Education Services Group

JUNE 4, 2019

Furthermore, existing customers are more likely to become advocates for your brand to help attract new customers, more likely to spend on new products, and more likely to spend more on cross-sells and upsells. For larger clients, it’s a good idea to conduct interviews and build a case study around exactly what you did to help them.

Marketing 53

Marketing Best practices Upselling Feedback 53

SmartKarrot

MAY 13, 2022

Serve as a customer advocate internally while effectively collaborating across the organization with sales, production, content, marketing, and audience teams. Managing a book of business, overseeing renewals and closing upsells. Building clear learning plans for a wide array of clients and use cases.

Upselling 19

Upselling Customer centricity Best practices Accountability 19

CSM Magazine

JULY 16, 2020

Front-end sales – train the latest AI tools to answer the most common questions quickly then maximise their ability to use critical customer data to offer personalised recommendations on policies and pricing. Here are 3 ways AI can help the insurance industry in key areas: 1. About the Author.

Automotive 59

Automotive Transportation Enterprise Upselling 59

Education Services Group

JUNE 29, 2019

Think about all the time, energy, and money you spend on attracting new visitors, pursuing new leads, and closing new sales — none of that applies to existing customers. Model 1: Sales Handles Everything. Though CSMs handle most of the day-to-day relationship, the sales team is responsible for expansion opportunities and renewal.

SaaS 40

SaaS Upselling Customer retention B2B 40

SmartKarrot

APRIL 20, 2022

Identify upsell opportunities that will be directed to General Managers on the Partnerships team. Partner and collaborate across different departments within Degreed to quickly address client needs; namely Technical Consulting, Engagement, Content Services, Product, Engineering, and Sales. testimonials, case studies).

Upselling 19

Upselling Best practices Accountability Sales 19

Comm100

DECEMBER 8, 2020

Other benefits of using a chatbot are: Increased sales by improving customer support and satisfaction levels They help you save on costs for customer support representatives ( up to 30% ) They save you the time you’d normally invest in managing customer support. We all know you have mere seconds to convince a visitor to turn into a customer.

Chatbots 53

Chatbots Scripts Sales Personalization 53

SmartKarrot

JUNE 9, 2020

In the case of customer success, these rock bottom or what we call as the pitfalls could make the hair-line difference between churn and customer stickiness. Strategy #2: Upsell and then Expand. With that easy-to-fix issues could easily slip away from your hands and hence cause a hindrance to your upsell, gradually.

SaaS 11

SaaS Sales Upselling Best practices 11

SmartKarrot

MARCH 9, 2023

Work directly with our leadership in Sales, Engineering, Product, and Support to engage current customers in defining goals and success criteria and using our product features to help them be met. Control important team KPIs, including churn, upsells, adoption, and activity management.

Upselling 19

Upselling Benchmark SaaS Accountability 19

Squelch

OCTOBER 25, 2019

With an agenda of over 100 keynotes and sessions, the conference was jam-packed with industry insights, customer case studies, and lots more. Customer frustrations, cross-sell and upsell options… it all fits into digital transformation.” — Krishna Raj Raja , Founder and CEO of SupportLogic. Top TSW Learnings.

Chief Customer Officer 40

Chief Customer Officer Entertainment Government Upselling 40

SmartKarrot

JANUARY 20, 2023

You’ll also standardize the renewal process in cooperation with the Sales team to maximize retention. Collaborate with Sales leadership to drive high retention rates and growth. Collaborate with marketing on customer stories, case studies and marketing opportunities. Be an escalation point for the CSMs and customers.

Government 19

Government Upselling Accountability Customer centricity 19

SmartKarrot

FEBRUARY 21, 2023

commercial expertise in upselling and/or renewals. Find reference and upsell chances, and you’ll be in charge of the account’s expansion and satisfaction. Increase the lifetime value and contentment of your partners, and collaborate with them to produce case studies and champions who may be cited.

Upselling 19

Upselling Technical Support SaaS Consulting 19

ChurnZero

FEBRUARY 26, 2021

Is your Customer Success team: Butting heads with Sales during onboarding. But along with meeting the demands of their external-facing role, Customer Success also faces a barrage of internal requests – whether it’s case studies for Marketing, referrals for Sales, or research for Product. “In Customer Success vs. Sales.

Management 59

Management Feedback Sales SaaS 59

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