CSM Practice

FEBRUARY 12, 2020

Since existing customers are usually more willing to buy, companies typically offer additional solutions and features in the form of upsells and cross-sells. Many companies upsell after their customers express a need for additional services. Thinking Ahead. Document your expansion playbooks in detail for future recurring campaigns.

Upselling 52

Upselling Customer centricity Sales Accountability 52

ChurnZero

FEBRUARY 14, 2023

Today he is the principal of Dave Kellogg Consulting and an entrepreneur in residence (EIR) at Balderton Capital. As we note in an example on Churnopedia : “Your business enters January with an MRR of $27,000 and exits January with an MRR of $35,000 (due to upsells) from the same customers at the start of the month.

Metrics 94

Metrics SaaS Customer retention Construction 94

Totango

DECEMBER 28, 2020

If you are a Cisco Gold Partner, we highly recommend watching a replay of the event above. Identifies at-risk customers and upsell opportunities quickly. 6-hour virtual session with $5k full investment with 3rd party consultant. Here are the top 5 takeaways for the Cisco CX Specialization Certification.

Best practices 80

Best practices Upselling Analytics Technology 80

Momentum Telecom

AUGUST 3, 2018

This presents an opportunity for sales reps to position themselves as knowledgeable consultants, which makes upselling a cinch. Stay informed about industry developments, new products and services, and tricks of the trade by attending industry events. Educational Quality.

Education 40

Education Sales Upselling Consulting 40

SmartKarrot

OCTOBER 3, 2022

Apply here: [link] Role: Customer Success Manager #1437 Location: Dallas, TX, US Organization: Genius Road As a Customer Success Manager, you will assist Account Director and Delivery Manager with the current customer portfolio (clients and consultants) with ongoing communication to ensure strong retention.

Upselling 19

Upselling Coaching Best practices Consulting 19

CustomerSuccessBox

MAY 18, 2022

A dedicated AI-powered customer success platform aiding SaaS firms to onboard, retain, upsell and drive MRR. If you’ve wondered which company started a specialty consulting business operations focused on customer success, CSM practice might just be the market leader. CustomerSuccessBox. CSM Practice. CX Accelerator.

SaaS 52

SaaS Upselling Education Customer retention 52

CSM Practice

FEBRUARY 24, 2020

Revenue gained from set-up fees, consultancy services, credit adjustments, or non-recurring add-ons should be excluded when calculating ARR. Gross Revenue Retention (GRR) is the amount of revenue retained minus the revenue lost due to churn and downsell without considering the impact of cross-sells, upsells, or an increase in prices.

Metrics 52

Metrics SaaS Customer retention Upselling 52

CSM Practice

FEBRUARY 24, 2020

Revenue gained from set-up fees, consultancy services, credit adjustments, or non-recurring add-ons should be excluded when calculating ARR. Gross Revenue Retention (GRR) is the amount of revenue retained minus the revenue lost due to churn and downsell without considering the impact of cross-sells, upsells, or an increase in prices.

Metrics 52

Metrics SaaS Customer retention Upselling 52

ClearAction

DECEMBER 14, 2017

Customer relationship management (CRM) — use of a database of customer transactions and facts that enable customized communications (1-to-1 marketing), upselling, cross-selling, and data-mining. Experiential marketing — events and campaigns that build customer advocacy. Image licensed by ClearAction from Shutterstock.

CRM 66

CRM Customer Care Customer Experience Customer advocacy 66

SmartKarrot

NOVEMBER 22, 2021

Engage with marketing to help facilitate customer events that will bring Twingate community closer together. Coach, lead, and mentor a technical consultant and CSM dedicated to technical partner enablement. Identify risk, upsell opportunities and work with internal and external stakeholders to present solutions.

Real estate 19

Real estate Technical Support Consulting Consulting 19

ChurnZero

FEBRUARY 14, 2023

Today he is the principal of Dave Kellogg Consulting and an entrepreneur in residence (EIR) at Balderton Capital. As we note in an example on Churnopedia : “Your business enters January with an MRR of $27,000 and exits January with an MRR of $35,000 (due to upsells) from the same customers at the start of the month.

SaaS 52

SaaS Metrics Customer retention Construction 52

TeleDirect

MARCH 27, 2019

Do I need assistance with reservations , registrations, and other event-related services? Telesales & upsells – grow your business organically…effortlessly! During your “busy season” (and for many successful firms, that’s a year-round event), even the most advanced automated systems struggle to keep up.

outsourcing 48

outsourcing Call Center Scripts Business Process Outsourcing 48

CSM Practice

FEBRUARY 24, 2020

Improving usage rates can lead to higher retention, expansion into additional features, lower churn, and easier upsells and cross-sells. Irit is frequently featured in podcasts , books , and industry events as a subject matter expert on customer success operations and strategy.

Metrics 52

Metrics Education Upselling SaaS 52

SmartKarrot

FEBRUARY 3, 2022

Apply here: [link] Role: Customer Success Director Location: Chicago, IL, US Organization: Aprimo As a Customer Success Director, you will own the overall relationship with assigned clients, which includes: increasing adoption, ensuring retention, identifying upsell potential, and driving customer satisfaction.

Upselling 19

Upselling Customer advocacy Accountability B2B 19

SmartKarrot

AUGUST 17, 2022

Identify and execute growth opportunities tied to upsell, cross-sell, and expansion. As a Customer Success Manager, you will develop and deliver product demonstrations to prospective customers as well as to existing customers during in-person meetings, online sessions as well as at conferences, seminars, and other events.

Education 19

Education Upselling Customer centricity Coaching 19

SmartKarrot

FEBRUARY 16, 2023

Role: Customer Success Executive Location: Austin, TX, United States (Hybrid) Organization: Axon As a Customer Success Executive you’ll be a consultant and a spokesperson for your clients, holding frequent phone calls and in-person meetings to direct strategy and execution for reaching each client’s particular goals.

Upselling 19

Upselling Accountability Consulting Consulting 19

JivoChat

JUNE 1, 2021

Touchpoints can be any interaction that a customer has with your business , such as a survey, a consultation call, or an online purchase. Offline or virtual marketing events. Your company may hold or attend various events in your industry, both online and offline. Every interaction between a prospect and a business is a test.

CRM 52

CRM Advertising Chatbots Surveys 52

SmartKarrot

JANUARY 25, 2021

Apply here: [link] Role: Customer Success Manager Location: New York, NY, US Organization: Aircall As a Customer Success Consultant, you will grow and nurture a portfolio of accounts while developing strong relationships with key contacts. Welcome and onboard Enterprise customers, partnering with them to create successful events.

Consulting 10

Consulting Consulting Upselling Enterprise 10

CSM Practice

FEBRUARY 24, 2020

Improving usage rates can lead to higher retention, expansion into additional features, lower churn, and easier upsells and cross-sells. Irit is frequently featured in podcasts , books , and industry events as a subject matter expert on customer success operations and strategy.

Metrics 52

Metrics Education Best practices Accountability 52

CSM Practice

FEBRUARY 24, 2020

Improving usage rates can lead to higher retention, expansion into additional features, lower churn, and easier upsells and cross-sells. Irit is frequently featured in podcasts , books , and industry events as a subject matter expert on customer success operations and strategy.

Metrics 52

Metrics Education Best practices Accountability 52

CSM Practice

JUNE 6, 2020

It is the ratio of the total renewed revenue (including upsell, cross-sell, upgrades) against total revenue that was due to be renewed. Renewal playbooks provide instructions for specific renewal events ranging from action needed months before the due date to guidelines for handling late renewals. Create Customer Renewal Playbook.

Metrics 89

Metrics SaaS Accountability Upselling 89

ChurnZero

NOVEMBER 22, 2019

We will be hosting this one-day event in Washington DC on October 8, 2020. If you are a ChurnZero customer, there will also be a half-day customer-only training / event the day before on October 7, 2020. Many of you may have already joined us at our RYG events that we have hosted in cities across North America.

Chief Customer Officer 17

Chief Customer Officer Education Upselling Customer centricity 17

SmartKarrot

NOVEMBER 19, 2020

Identify upsell and cross-sell opportunities and collaborate closely with the sales team to support renewals and expansion opportunities. Inviting candidates and clients to Business Transformation Network (BTN) events and encouraging them to create content for the platform. Create a company-wide customer feedback loop.

Consulting 10

Consulting Consulting Government Upselling 10

ChurnZero

FEBRUARY 26, 2021

Sana attributes those trainings to completely changing the narrative on both sides: “It empowered the Product team to be involved with the solution and to build products for customers more efficiently, and it helped CSMs become much more consultative with their customers. Blog: The SaaS Debate: Who Owns the Renewal and Upsell?

Management 59

Management Feedback Sales SaaS 59

ChurnZero

DECEMBER 20, 2019

By focusing efforts on retaining active users by iterating their existing services based on rich customer data, companies will have more opportunities to engage, upsell , and ultimately scale. . . C S will also be operationalized by segment, with more technical consultants for smaller segments, etc. .

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

CSM Practice

FEBRUARY 24, 2020

Irit is frequently featured in podcasts , books , and industry events as a subject matter expert on customer success operations and strategy. In 2014, Irit founded CSM Practice , an international consulting firm providing strategy and technology services.

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

SmartKarrot

MAY 21, 2021

Consult with clients and guide best practices & quantitative measurement of success approach. Maintain a forward-looking calendar of digital events and communications, sharing with the marketing & product team on a regular basis. Develop and maintain strong relationships with clients.

industry standards 10

industry standards Metrics Upselling Enterprise 10

SmartKarrot

MARCH 9, 2021

Apply here: [link] Role: Customer Success Manager Location: London, England, United Kingdom Organization: Vendavo As a Customer Success Manager, you will throughout the customer lifecycle advocate customers’ needs, understand customers’ business challenges and industry trends consulting on how Vendavo can help them achieve their objectives.

Enterprise 10

Enterprise Finance Upselling Metrics 10

Netomi

FEBRUARY 28, 2022

A world-renowned expert in customer retention, upsells, cross-sells, and customer value strategies and methodologies, Irit is the Chief Customer Officer and CEO of CSM Practice, the world’s first consulting firm dedicated to Customer Success Management (CSM) strategy. Irit Eizips – Chief Customer Officer & CEO, CSM Practice.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

ChurnZero

NOVEMBER 15, 2019

To help you and your team with this arduous process, we hosted a video panel-style webinar on this topic so you could to hear advice on: End-of-year retention and upsell efforts. And it also propels us into what is convention season (which you might not think that exists in youth sports, but it does, each sport has their own event).

Chief Customer Officer 40

Chief Customer Officer Upselling SaaS Technology 40

JivoChat

FEBRUARY 24, 2021

Add upsells and cross-sells at checkout. In Shopify, you can show upsells and cross-sells on a popup when a customer adds an item to their cart. There are some contextual cues like seasonality, holidays and events that are easy to plan for. Vagabond Cookies | E-commerce Consultant. Stop neglecting the PDP.

Sales 59

Sales Advertising Marketing Personalization 59

SmartKarrot

AUGUST 16, 2022

Business consultants Human resource Consultants Lawyers Accountants. All things renewal, upsell, and other expansion formats can be considered. This is not an event that requires a quarter-delay or more. QBRs have the CSMs collect insights and record how products worked for them. The core professionals included into-.

Chief Customer Officer 10

Chief Customer Officer Benchmark Finance Metrics 10

SmartKarrot

SEPTEMBER 23, 2022

To develop excellent customer experiences , consultants have worked hard to assist businesses in recognizing the magnitude of customer scores. Increase the likelihood of upsells? A customer success health score is built using a vast array of variables. A high score is equal to making the customer delighted. The entire list?

Metrics 10

Metrics Finance Upselling Accountability 10

SmartKarrot

SEPTEMBER 23, 2022

To develop excellent customer experiences , consultants have worked hard to assist businesses in recognizing the magnitude of customer scores. Increase the likelihood of upsells? A customer success health score is built using a vast array of variables. A high score is equal to making the customer delighted. The entire list?

Metrics 10

Metrics Finance Upselling Accountability 10

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.? Estimate project duration by speaking with the vendors you have shortlisted and any industry consultants/analysts who may be advising you. Churn Rate.

Analytics 93

Analytics Government APIs Metrics 93

Talkdesk

FEBRUARY 5, 2021

Just as COVID-19 has transformed the global retail industry and forced millions of shoppers online , so too has the pandemic disrupted the industry’s flagship event. Chapter One took place as a virtual event in January, and Chapter Two is currently slated for June 2021 in its customary analog form. . Customers want opinions.

Contact Center 87

Contact Center Brand ambassadors Consulting Consulting 87

ChurnZero

JUNE 15, 2023

These newly formed teams are left scrambling to figure out how to combine consultative and commercial roles, processes, and technologies. Additionally, CSMs can create a segment of “customers who consistently use Feature A” and enter that segment into an upsell campaign for a related add-on. Inevitably, tradeoffs begin to occur.

CRM 96

CRM Sales Accountability Analytics 96