ClientSuccess

FEBRUARY 15, 2021

As a customer success professional in 2021, you understand the critical importance of strong, lasting customer relationships. Customer-centric service has emerged as one of the leading contributors to account renewals, recurring revenue, and upsells for SaaS-based organizations. .

Benchmark 59

Benchmark Upselling Accountability Customer centricity 59

ChurnZero

MARCH 22, 2019

This was just one of the takeaways from our well-attended webinar this week on- Understanding the Real Impact of Improving Retention and Customer Success Best Practices. We also had You Mon Tsang, CEO and Founder of ChurnZero share tried and true ways to improve customer retention. So here, it’s really all about new sales.

Customer retention 61

Customer retention Upselling SaaS Customer centricity 61

Totango

AUGUST 12, 2020

The customer onboarding experience begins on day one with a set of big-picture goals that show your customer that your product is value- and results-focused. Every piece of customer data you can capture and analyze gives you a better chance of delivering value, no matter where it originates. Train Your Customer.

SaaS 87

SaaS Upselling Enterprise Best practices 87

CSM Practice

JULY 6, 2020

The Pacific Crest 2016 survey shows that the median cost of acquiring an ACV dollar for new customers is $1.16. On the other hand, the median cost of acquiring the ACV dollar for plan expansions and upsells is only about $0.20 There are three types of expansion selling plays you can make for your installed customer base: 1. Upsell.

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Practice

JULY 6, 2020

The Pacific Crest 2016 survey shows that the median cost of acquiring an ACV dollar for new customers is $1.16. On the other hand, the median cost of acquiring the ACV dollar for plan expansions and upsells is only about $0.20 There are three types of expansion selling plays you can make for your installed customer base: 1. Upsell.

SaaS 71

SaaS Upselling Accountability Sales 71

JustCall

APRIL 3, 2023

This includes tracking usage metrics and identifying areas where the customer can benefit from additional features or services. Renewals and upsells : Another important area of responsibility for the customer success team is driving customer renewals and identifying opportunities for upsells.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

ChurnZero

JANUARY 25, 2024

CS teams are increasingly involved in the entire customer journey, not only shaping the customer experience but directly influencing revenue outcomes through renewals, upsells, and cross-selling. This means that sales acumen is no longer just a bonus for CS professionals—it’s a new baseline for many companies.

Education 52

Education Upselling Consulting Consulting 52

Totango

OCTOBER 6, 2020

To help further your understanding of these important differences, this article will breakdown the customer success vs. customer support dynamic and outline how prioritizing a proactive approach towards client relations can empower you to prevent churn, create value, increase the likelihood of renewal, and encourage upsells/cross-sells.

Customer Support 105

Customer Support Customer advocacy Construction Enterprise 105

ChurnZero

DECEMBER 15, 2021

These can be set up to target just the right customers, at just the right time, with the most relevant upsell offers. Renewal teams can also give more accurate expansion forecasts with Customer Success software by using the tool to report on customer health scores and predict the likelihood that a customer grows.

Sales 98

Sales Marketing Accountability Surveys 98

Help Scout

SEPTEMBER 18, 2018

We’ve seen tremendous success with it at Help Scout since formalizing the initiative earlier this year, and we’re excited to share those results with you now — and hopefully spark a broader conversation about how Support-Driven Growth can benefit a range of customer-centric businesses. Yes, and … is the ultimate “ upselling ” tool.

Coaching 40

Coaching Customer centricity Upselling Sales 40

Tethr

JULY 21, 2020

This company found that adding AIS to its QA scorecard gives them the customer-centric focus they were searching for. Moving beyond traditional quality assurance practices can improve the customer experience and align agent performance to business outcomes. You can also watch a webinar on AIS here.

Coaching 70

Coaching Construction Upselling Scripts 70

Totango

JULY 24, 2020

Rather than—or along with—increasing your revenue base by pursuing new customers, you encourage current customers to expand their license agreement, purchase additional features, renew at a higher rate, or extend the use of your platform across their enterprise. 6 Ways to Drive Client Expansion.

B2B 62

B2B Enterprise Best practices Upselling 62

Nicereply

FEBRUARY 2, 2024

Source: Pinterest Besides identifying the product features customers use regularly and improving them, the other things to include in your customer success strategy are: Preferred communication channels : The best ways to reach out to customers and ensure they receive timely and relevant support.

Education 59

Education Accountability Customer retention Journey mapping 59

ChurnZero

APRIL 5, 2019

Customer Success Performance Management (Goals and KPIs). If a customer isn’t engaging in upselling, they are often heading towards churn. When scaling a Customer Success team, you have to paint the picture in terms of ‘ what is the least they could do. Upcoming Webinar. Customer Success Around the Web.

Customer centricity 40

Customer centricity Upselling Accountability Customer retention 40

ChurnZero

JANUARY 17, 2020

“In a SaaS company it is vitally important to know how and when my customers are using the platform in order to take advantage of a patterns… [one can] see an upsell opportunity or save a customer from churning by seeing a decline in usage.” . Or perhaps upsell opportunities? . Request a demo here. .

Best practices 72

Best practices Accountability Upselling SaaS 72

SmartKarrot

MAY 13, 2022

Serve as a customer advocate internally while effectively collaborating across the organization with sales, production, content, marketing, and audience teams. Solve customer issues, handle customer escalations, find solutions, remove roadblocks. Managing a book of business, overseeing renewals and closing upsells.

Upselling 19

Upselling Customer centricity Best practices Accountability 19

ChurnZero

NOVEMBER 27, 2019

Or trying to identify trends and patterns that maximize renewals, upsells or logo retention? . Check out Customer SuccessCon for yourself. Upcoming Webinar: New Manager’s Guide for a Customer Success Strategy Implementation. She has also held numerous Interim ‘Head of Customer Success’ roles.

Chief Customer Officer 75

Chief Customer Officer SaaS Metrics Education 75

REVE Chat Blog

NOVEMBER 21, 2019

With the help of consistent newsletters, events or seminars/webinars you can educate your leads in the best way. In the customer centric era, the focal point of every business is to deliver top-notch services to boost customer satisfaction and loyalty. It will open the door for upselling.

Best practices 77

Best practices B2B Sales Chatbots 77

Amity

MARCH 31, 2016

These changes are part of the driving force behind customer-centric versus customer-focused business models. However, we often examine the “dividends” we receive from a basket of customers for a given period of time but ignore any increase or decrease in the underlying value of our relationship with them.

Real estate 92

Real estate Upselling Construction Customer centricity 92

ChurnZero

OCTOBER 4, 2019

Bloomfire allows teams to improve productivity and customer centricity by creating a self-service knowledge base. So without further ado, let’s hear what’s Sam’s take on the Customer Success industry as well as some trusted advice she’s used along the way. Q: What characteristics do you look for when hiring CSMs?

Upselling 40

Upselling Accountability Metrics Customer centricity 40

ChurnZero

APRIL 2, 2021

Renewal teams can also create more accurate expansion forecasting and reporting using customer health scores to predict the likelihood that a customer expands – allowing them to better prioritize their pipeline. Most marketing teams rely on email to reach their customers – whether they’re promoting new content, webinars, or events.

Sales 64

Sales Marketing Surveys Accountability 64

Amity

FEBRUARY 21, 2018

In short, Customer Success as a business unit is responsible for managing the customer after the initial sale. This is the never-ending mission of CSMs, managing accounts from onboarding, through adoption, to renewal or upselling/cross-selling, and repeat. How does Success and Support work together? So, ready for this?

Upselling 77

Upselling Sales Finance Analytics 77

Comm100

FEBRUARY 10, 2022

Creating excellent customer service through personalized recommendations, support, and the overall shopping experience can significantly boost your sales rate and repeat orders. You can also offer relevant recommendations to increase your chances of upselling your customers like PuraVida does here with their “You may also like” section.

Personalization 52

Personalization Customer Service Chatbots Self service 52

Amity

JULY 4, 2017

” Because NPS is a strong indicator of customer satisfaction across support, product, success, and more, it’s meaningful for all departments. Not only does it indicate how loyal your customers are, it also helps you gauge the entire company’s customer centricity.

Surveys 66

Surveys SaaS Feedback Customer advocacy 66

ChurnZero

JUNE 3, 2022

When your friend was looking for a Customer Success manager, the challenge he may have had, which we have today, is salespeople are born one way and customer service are born another way. To combine customer-centricity with commercial benefits is rare in a typical human being. They’re very different.

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

When your friend was looking for a Customer Success manager, the challenge he may have had, which we have today, is salespeople are born one way and customer service are born another way. To combine customer-centricity with commercial benefits is rare in a typical human being. They’re very different.

SaaS 52

SaaS B2B Upselling Metrics 52

Amity

FEBRUARY 2, 2016

The Customer Success Forum is a part of the Customer Success Association, which offers a variety of resources for customer relationship management and optimization. • Webinars. January 13 - How to Build a Customer Success Culture with Strong Sales Alignment & Collaboration.

SaaS 80

SaaS Education Customer retention Sales 80

SmartKarrot

AUGUST 16, 2021

Monitor and improve customer satisfaction and engagement metrics. Build a deep understanding of the customer’s business challenges, constantly championing their point of view and helping us be more customer-centric. Ensure customer projects and support requests are kept to time and provided with excellent service.

Accountability 19

Accountability Upselling B2B Customer centricity 19

JivoChat

APRIL 8, 2021

In doing so, companies take a customer-centric approach that leads to a more personalized buyer journey. Ultimately, customer engagement tools help foster a stronger bond between companies and customers, enhancing the buyer experience and the company’s performance and service levels. Video webinars.

Sales 52

Sales Chatbots Brand ambassadors Surveys 52

SmartKarrot

JUNE 15, 2021

Improve customer referenceability, deliver case studies and POVs based on implementations. Recruit, develop and motivate talented Customer Success team members who bring a customer-centric view to their everyday interactions. Represent InVision in communities, at trade shows, and webinars.

Upselling 10

Upselling Coaching Customer centricity CRM 10

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. Customer Success operations planning. No worries if you missed the webinar, you can view it on-demand here.

Chief Customer Officer 40

Chief Customer Officer Upselling SaaS Technology 40

SmartKarrot

JULY 16, 2021

Driving customer lifetime value by defining the customer journey; deploying programs to help drive business value with customers, customer goal achievement, new features, and new use-cases; collaborating across teams to identify and pursue customer growth opportunities.

Consulting 10

Consulting Consulting Healthcare Upselling 10

Amity

OCTOBER 31, 2016

Almost immediately, we started to scale the team to enable us to be more proactive to ensure we were able to do all the things that Customer Success does best: onboarding, coaching, renewals, upsell, support, and services. If I had to sum it up, everything post-sale is the domain of the Customer Success team.

Coaching 0

Coaching Engineering Upselling Marketing 0

SmartKarrot

MAY 4, 2022

Product managers can also help with data-driven insights that help CSMs convince customers during upsells, resells, and cross-sells. They can also include benefits in the software tto ensure it meets customer expectations and is consistently performing. Divide tasks for each team.

Management 19

Management Customer retention Upselling B2B 19

Influitive

MAY 12, 2016

In this free eBook, we’ll share how your advocates can give your account-based marketing strategy an extra boost and explain why these two customer-centric marketing strategies work better together. Learn how to make your account-based marketing more effective with advocacy. Create your dream ABM program!

Accountability 61

Accountability Marketing B2B Customer advocacy 61

Amity

JANUARY 30, 2019

If you have a more complex product to setup or if there is a heavy lift required to implement your product (importing large amounts of data is a common need) then you may want to consider giving customers the option to pay for additional services to help. Do you have cross-sell or upsell opportunities with your product?

Education 61

Education Engineering B2C Technical Support 61

Netomi

FEBRUARY 28, 2022

Save your spot for an upcoming webinar this International Women’s Day, on Tuesday, March 8! Asia’s first fully digital telco, Circles.Life is focused on giving power back to the consumer, and is “revolutionizing the digital services industry through a customer-centric user journey.” Customers have so many options.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64