Totango

DECEMBER 3, 2020

CS professionals now attest that their bonus structures are tied to company performance, renewals, net retention, upsells, and account health. . They are becoming standard because companies are increasingly recognizing how CS technologies can reduce churn and generate revenue by improving the customer experience.

Upselling 64

Upselling Accountability Enterprise Metrics 64

CustomerSuccessBox

FEBRUARY 28, 2022

Technology has radically changed the world. However, what has changed more radically is the way the technology is purchased and adopted by a customer. Undoubtedly, this change has crept into the Customer Success world as well. This is a customer engagement model which helps SaaS businesses drive growth.

Upselling 52

Upselling Customer advocacy SaaS Education 52

Totango

AUGUST 18, 2022

Finally, we’ll offer some tips on why optimizing your onboarding process matters and how you can leverage technology to integrate your checklist into an efficient onboarding process. In the SaaS industry, onboarding is the process of guiding a new customer through the steps they need to start using the product they just purchased.

Journey mapping 95

Journey mapping SaaS Upselling Enterprise 95

JustCall

APRIL 3, 2023

Client success is not just about solving the customer’s problems but also providing proactive support to help them get the most value from your product/service. According to data, “increasing customer retention rates by 5% increases profits by 25% to 95%.” ” The math and learning are simple.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

CSM Practice

AUGUST 24, 2020

Our latest Customer Success Executives Roundtable was brilliantly led by Liz McChrystal, Ph.D., Vice President of Revenue Enablement at Accent Technologies. We recommend watching the recorded session to learn best practices in developing a Customer Maturity Scoring Model and best practices in how to leverage one for best practices.

Construction 52

Construction Best practices Upselling Sales 52

TeamSupport

AUGUST 30, 2019

Businesses have tried for many years to understand how customers truly feel, but with so many customer interactions moving online, gauging authentic sentiment and satisfaction is becoming more difficult. As a result, some customer support and success teams are beginning to explore ground-breaking technology called emotion detection.

Customer Support 60

Customer Support Upselling B2B Technology 60

CSM Practice

APRIL 13, 2021

Customer success managers are focused on long-term goals, specifically driving adoption, delivering value, and ensuring ROI. They are also in charge of setting up interactions like Quarterly Business Reviews (QBRs), customer education, and helping customers implement as many features as possible. A Day in a life of a CSM.

Management 52

Management Customer retention Upselling Accountability 52

CSM Practice

FEBRUARY 24, 2020

Revenue retention rate is a “macro” metric that measures the total change in recurring revenue over a specified period. 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 Upselling SaaS Accountability 52

CustomerSuccessBox

MAY 18, 2022

Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022! A dedicated AI-powered customer success platform aiding SaaS firms to onboard, retain, upsell and drive MRR. Suggested blog : Customer Success Technology stack. CustomerSuccessBox. The Success League.

SaaS 52

SaaS Upselling Education Customer retention 52

CSM Practice

JANUARY 13, 2021

We’ll start with the basics and cover the different components of the renewal process, such as: The Customer. Technology. What Is the Renewal Process for Customer Success? The renewal process for customer success is the process of accessing and transacting the known renewal opportunities over a fixed period. Technology.

SaaS 98

SaaS Customer centricity Accountability Education 98

JustCall

FEBRUARY 5, 2020

With 2020 opening up, the education industry is all set to witness more advancements. An efficient education tech stack during such times is a priority. But before making the apt choice, a vivid knowledge of the targets that the education tech stack will be going to serve is also essential. loss of tracks of leads.

Education 84

Education CRM Sales Accountability 84

Education Services Group

NOVEMBER 19, 2019

This was Kodak’s chance to be at the forefront of the digital revolution, but they wouldn’t commit to a new and disruptive technology. These days, the hot topic across the corporate world is Customer Success, and unfortunately, many executives are slapping the CS label onto existing departments without really examining what that means.

SaaS 40

SaaS Customer retention Upselling Education 40

Nicereply

JUNE 18, 2020

Customer retention is the act of keeping customers engaged, creating customer advocates, and reducing churn before it happens. Imagine you never acquired another customer. Your sales team went home, and all you had left was your current group of customers. That’s where customer retention comes in.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

Education Services Group

MAY 23, 2022

Who owns the renewal and upsell/cross-sell process? You decide which outcome would be best for your business: When the CS org owns the upsell process, “technology subscription growth rates increase 9% points over companies that leave that task to Sales Executives.”.

Upselling 52

Upselling Sales Marketing Management 52

ChurnZero

DECEMBER 14, 2018

This spotlight will be featuring, George Boyar , Director of Customer Success at Mentor Collective, who partners with higher education institutions to help students develop a deep sense of belonging, build a connection to their institution, and ultimately succeed, by leveraging peer mentorship and technology.

Upselling 45

Upselling Best practices Education Customer retention 45

SmartKarrot

AUGUST 31, 2021

Identify CSQL’s during customer check-ins to support revenue growth and upsell opportunities. Leverage technology to increase efficiencies and make processes scalable. Develop a highly collaborative and positive relationship with the customer, managing adoption, driving usage, monitoring health and customer satisfaction.

Customer retention 19

Customer retention Upselling Metrics Analytics 19

Transparent BPO

AUGUST 20, 2019

If you were to ask many business executives, they would say their customer service contact center is a necessary expense that does not contribute to the bottom line. As such, they don’t emphasize technology upgrades or process improvements for in-house centers and, when outsourcing, settle for the least expensive options.

Contact Center 69

Contact Center outsourcing Surveys Call flow 69

Education Services Group

SEPTEMBER 19, 2022

upsell, and cross-sell. Studies show that businesses benefit greatly when Customer Success gets involved with these activities. Taking charge of expansion means owning direct revenue responsibilities like lead generation (all hail the CS Qualified Lead!),

Upselling 52

Upselling Sales Marketing Technology 52

Education Services Group

FEBRUARY 1, 2023

Acknowledging that your CSMs do not have all the skills and tools needed to execute the engagement model will allow you to find opportunities for them to learn new skills, adopt new technologies into their day-to-day activities, and increase the value that your customers find in having a trusted advisor within your organization.

Metrics 52

Metrics Construction Finance Upselling 52

SmartKarrot

APRIL 28, 2021

Continually engage internally and cross-functionally to learn about new business applications, positioning the REEF brand and upselling new opportunities to clients. Apply here: [link] Role: Customer Success Director Location: England, United Kingdom Organization: HappyOrNot As a Customer Success Director, you will drive customer retention.

Real estate 10

Real estate Upselling Customer retention Accountability 10

SmartKarrot

JANUARY 25, 2022

When a sale is not a one-time event but a recurring one, companies need to close new customers and keep the existing ones for the next renewal. The other reason is the massive proliferation of marketing and customer choice. Combining these two factors means that customers today have more choices than ever before.

Marketing 10

Marketing SaaS Upselling Education 10

JustCall

NOVEMBER 24, 2022

Sales leaders around the world are starting to invest in artificial intelligence and machine learning (ML) technology. It is a guidance and a way to mentor the reps educating them about the right process and procedure to close a sale. Step 4 – Always Put Yourself in Your Customer’s Shoes. According to Gartner, Inc.,

Sales 52

Sales B2B Surveys CRM 52

ChurnZero

DECEMBER 20, 2019

Companies apply the golden rule of business to customers and employees. . Ryan Lester , Senior Director of Customer Experience Technologies, LogMeIn . 2020 is the year companies need to start applying the golden rule of business to both the customer and employee experience. Customer Success Around the Web.

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

SmartKarrot

MAY 18, 2020

Develop cohesive strategies for customer retention and partner with cross-functional teams to prioritize and implement the strategies across the customer lifecycle. You will report to the Head of Customer Success and help drive efficient and scalable practices across the organization to provide better service to their customers.

Enterprise 10

Enterprise Education Upselling Customer retention 10

SmartKarrot

JUNE 16, 2021

Role: Customer Success Director Location: Waltham, MA, US Organization: Evolv Technology As a Customer Success Director, you will attract, hire, coach, and retain the highest quality customer success managers. Be the voice of the customer internally, providing feedback to all relevant departments.

Upselling 10

Upselling Accountability Customer centricity Coaching 10

SmartKarrot

JANUARY 20, 2021

Monitor the adoption rates WhiteSource customers; help align customer use cases with their business objectives. Maintain strong customer retention rates aligned with corporate goals and execute license renewal business opportunities. Pro-actively look for opportunities to upsell Tyro banking products within a portfolio.

Banking 10

Banking Best practices Engineering Upselling 10

SmartKarrot

JULY 5, 2021

Develop a culture of continuous improvement for process repeatability, operations scaling, capacity management, and customer satisfaction. Ensure close coordination and collaboration with Sales, Account Management and Customer Success teams to ensure customer retention and growth.

Advertising 10

Advertising Enterprise Upselling Accountability 10

SmartKarrot

MARCH 2, 2022

From educational content to DIY courses, Hubspot has carved its niche with content marketing. It drives user engagement, boosts conversions, and improves customer retention. Through its emails, the platform offers insights into its customer’s behavior tools to boost conversions, engagement, and retention.

SaaS 12

SaaS Marketing Upselling Engineering 12

SmartKarrot

OCTOBER 10, 2022

Upsell Cross-sell Add-ons Reactivation. Retaining customers is definitely the key to scaling and growing. However, increasing revenue from existing customers or expanding offers more benefits. Thinking beyond process, people, and technology to include the complete picture is important. Measuring goals.

Upselling 10

Upselling Feedback Technology B2B 10

Education Services Group

MAY 11, 2018

Strain on other organizational resources when customers seek out absentee help to fulfill their needs. vCSMs deliver more customers who…. take advantage of upsells and cross-sells. The added bonus of vCSMs focusing on low- and middle-tier customers is that existing CSMs can stay focused on key accounts and initiatives.

Journey mapping 40

Journey mapping Best practices Upselling outsourcing 40

SmartKarrot

JUNE 23, 2022

The VP of customer success needs to understand the answers to key questions like-. Customer onboarding Customer support Customer product training Aiding in the process of renewals, cross-sells, upsells, and other aspects Manage onboarding. Broadly, the goals of the VP of customer success include-.

Metrics 10

Metrics Upselling B2B Sales 10

SmartKarrot

MARCH 8, 2022

Focused on customer happiness, Anika is passionate about developing and maintaining good relationships with customers. She has helped several companies grow and scale their business by developing streamlined customer success processes and successful customer retention strategies. Anita Toth. Emilia D’Anzica.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

SmartKarrot

DECEMBER 11, 2020

If you are into customer success (CS) then you must already be knowing that the main goals of CS are to renew subscription and expand customer accounts. As a proficient technology provider, you should realize the importance of different stages in the customer journey. What is LAER model?

SaaS 10

SaaS Sales Upselling Accountability 10

Education Services Group

DECEMBER 13, 2021

The Customer Success Managers: The Customer Success Manager (CSM): Acts as the primary point of contact for businesses selling professional training and continuing education accreditation courses on behalf of a Customer Learning Management (CLM) platform provider. Works primarily with customers in the mid-market tier.

Education 52

Education Wireless Enterprise Technology 52

SmartKarrot

JUNE 30, 2021

Simplifying customer experience Ensuring customers are engaged and interested in the product Training customers effectively and efficiently Tracking and analyzing product adoption Helping customers who are not technologically abled. How can a customer success platform help increase product adoption?

SaaS 10

SaaS Upselling Metrics Advertising 10

Lumoa

FEBRUARY 9, 2023

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often about how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Amity

OCTOBER 31, 2016

I’m the VP, Customer Success here at Uberflip. The first being product adoption, the second being customer retention, and the third being customer expansion. It might help to start with a bit of a history, give that, relative to other teams here at Uberflip, Customer Success is still very new. Great question.

Coaching 0

Coaching Engineering Upselling Marketing 0