JustCall

OCTOBER 15, 2023

Subjectivity in Performance Assessment You need to set metrics to evaluate the performance of your agents. You also need to consistently measure your agent’s performance against these set metrics. Objective metrics, derived from actual calls, give a clear, unbiased view, ensuring feedback is fair and actionable.

Coaching 52

Coaching Metrics Feedback Upselling 52

ClientSuccess

JANUARY 11, 2023

Measure customer success metrics for meaningful insights. What’s more, this approach has a direct impact on renewal and upsell rates, making it a win-win for both your company and the customer. Take a proactive approach to problem-solving before issues arise. Develop a continuous learning mindset to stay ahead of the competition.

Benchmark 80

Benchmark Upselling Education Best practices 80

Totango

JULY 16, 2019

Instead of capturing the bulk of customer value at the initial sale, digital companies now rely on an ongoing process of renewal and upsell that can potentially continue for years. Track the Right Metrics. By focusing on metrics that closely influence business outcomes , you can better provide value.

Upselling 68

Upselling Enterprise Metrics SaaS 68

Totango

SEPTEMBER 20, 2022

Monitoring customer satisfaction metrics and intervening when low satisfaction levels are detected. Offering customized upsells geared toward customer needs and product usage patterns. Higher retention creates more opportunities for upsells and referrals, increasing revenue. The post What is Customer Enablement?

B2B 82

B2B SaaS Education Brand ambassadors 82

Totango

JANUARY 30, 2020

That having been said, research supports the fact that customer experience, satisfaction, net promoter score, and other metrics are all higher/better when owned by CSMs. Metrics such as product usage rates, feature access, time spent in an application, and license utilization are crucial to track progress.

Accountability 71

Accountability Management Upselling Enterprise 71

Totango

APRIL 11, 2019

To improve the diagnostic value of customer success health scores, build them around the right metrics and derive solutions by understanding how those metrics impact customer lifetime value. It is a powerful tool for capitalizing on potential upsell opportunities and preventing customer churn.

Metrics 86

Metrics Upselling Accountability Enterprise 86

JustCall

MAY 4, 2023

By tracking the key success metrics and analyzing sales data, companies can uncover areas of improvement, optimize their sales processes, and boost revenue. In this guide, we will discuss how sales leaders can measure sales performance, what metrics to focus on, and what tools to use. Let’s start with the basics!

Sales 52

Sales Metrics Analytics CRM 52

JustCall

MAY 4, 2023

By tracking the key success metrics and analyzing sales data, companies can uncover areas of improvement, optimize their sales processes, and boost revenue. In this guide, we will discuss how sales leaders can measure sales performance, what metrics to focus on, and what tools to use. Let’s start with the basics!

Sales 52

Sales Metrics Analytics CRM 52

Totango

JUNE 25, 2019

The reality of the unique relationship you share with your customers is captured in the raw numbers your CS software gathers, detailing usage rates, demographics, logged interactions, voice of customer data, and other key metrics. This metric provides at-a-glance insight into a customer’s likelihood to renew. Product Adoption.

Upselling 68

Upselling Enterprise Metrics Customer centricity 68

Totango

JANUARY 30, 2020

That having been said, research supports the fact that customer experience, satisfaction, net promoter score, and other metrics are all higher/better when owned by CSMs. Metrics such as product usage rates, feature access, time spent in an application, and license utilization are crucial to track progress.

Accountability 63

Accountability Management Upselling Enterprise 63

ClientSuccess

JUNE 15, 2021

From planning onboarding and implementation to facilitating new product or feature training to working with sales on renewals and upsells, CSMs often have a ‘catch all’ of responsibilities. All customer success metrics in one place: Managing long-term customer relationships cannot be done without data to support key strategic decisions.

Upselling 52

Upselling Accountability SaaS Metrics 52

Totango

SEPTEMBER 13, 2022

Track metrics measuring customer success. Expansion of product usage through upsells. In that case, this might trigger a customer retention workflow to reach out and take corrective action, while a customer with a high satisfaction score might trigger an upsell offer. Plan, analyze, and understand your customer lifecycle.

SaaS 86

SaaS Upselling Best practices Customer retention 86

ChurnZero

APRIL 26, 2019

A successful HR manager leverages metrics to forecast, track and report on new employee onboarding. As a Customer Success leader, metrics are nothing new – they dictate the long-term goals and performance of your team. Even if you lack an HR team, consider what metrics can be applied to a newly onboarded employee.

Coaching 58

Coaching Metrics Upselling SaaS 58

Totango

JULY 16, 2019

Instead of capturing the bulk of customer value at the initial sale, digital companies now rely on an ongoing process of renewal and upsell that can potentially continue for years. Track the Right Metrics. By focusing on metrics that closely influence business outcomes , you can better provide value.

Upselling 48

Upselling Enterprise Metrics SaaS 48

Totango

MAY 14, 2019

You’ll also need to use different metrics for each stage of the customer journey, including different KPIs for onboarding , escalation , adoption , and renewal. This metric is about measuring how well your product meets customer expectations. Request a demo or explore Spark to start making the most of customer success KPIs.

Metrics 93

Metrics Surveys Upselling Advertising 93

Totango

NOVEMBER 10, 2017

When looking at leveraging the model, organizations should: build an early warning system with alerts and notifications; use it to forecast churn, renewal and upsell opportunities; set up trigger-based emails to nurture accounts back to good health; and make company health information visible to everyone in the company. What did they learn?

Upselling 76

Upselling Accountability Metrics Technology 76

Totango

JUNE 25, 2019

The reality of the unique relationship you share with your customers is captured in the raw numbers your CS software gathers, detailing usage rates, demographics, logged interactions, voice of customer data, and other key metrics. This metric provides at-a-glance insight into a customer’s likelihood to renew. Product Adoption.

Upselling 49

Upselling Enterprise Metrics Customer centricity 49

Solvvy

MARCH 22, 2022

For some businesses, this is about customer satisfaction, retention, or support, whereas for others, it may be to drive revenue through product discovery, upsells, or increase conversations. Contact Solvvy to schedule a live demo today and learn how our team can help you every step of the way.

Chatbots 62

Chatbots Morale Benchmark Upselling 62

Totango

NOVEMBER 10, 2017

When looking at leveraging the model, organizations should: build an early warning system with alerts and notifications; use it to forecast churn, renewal and upsell opportunities; set up trigger-based emails to nurture accounts back to good health; and make company health information visible to everyone in the company. What did they learn?

Upselling 72

Upselling Accountability Metrics Technology 72

JustCall

AUGUST 8, 2023

Source In addition to embracing the role of a recommender system, conversational AI can also unlock upselling and cross-selling opportunities. These metrics continuously monitor customer engagement and can trigger timely and proactive re-engagement campaigns to prevent churn. Schedule a demo with us to know more.

Sales 52

Sales Upselling Revenue potential Customer centricity 52

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

ClientSuccess

DECEMBER 12, 2022

This bonus model generally focuses on both quantitative objectives (retention, upsells or cross-sell measures) as well as qualitative ones (contributing to the team mentality). The introduction of a Base + Bonus plan is an excellent way to incentivize Customer Success Managers and encourage better performance.

Management 87

Management Accountability Sales Upselling 87

Quiq

AUGUST 24, 2021

Because care’s impact is no longer isolated to metrics like deflection or CSAT. Additionally, by enabling customers to subscribe to post-purchase updates, eCommerce brands establish a valuable channel to upsell. See a Demo Today. Online retailers that do not support these experiences will lose out to those that do.

Self service 74

Self service Customer Care Upselling Customer Support 74

Totango

FEBRUARY 6, 2020

Every touchpoint along the customer journey—from the initial sales event to support tickets, product usage metrics, and customer feedback —generates unique data. Remember, the journey is not linear; a customer might experience escalation during adoption or circle back to onboarding due to an upsell. Request a demo to get started.

Enterprise 62

Enterprise Customer centricity Metrics Upselling 62

ClientSuccess

NOVEMBER 1, 2018

In a recent article , Patrick questions the overall definition of customer success, echoing a common sentiment in the industry: is customer success about combating churn or is it focused on upsells and renewals? eBooks: Ultimate Guide to SaaS Customer Success Metrics. But which one actually impacts a business more?

Upselling 61

Upselling SaaS Accountability Analytics 61

Totango

MARCH 24, 2020

The resulting subscription and SaaS supplier models spread customer lifetime value across repeated cycles of renewal and upsell and give customers the power to walk away if they’re not satisfied. Monitor product usage metrics . Request a demo today and find out more about your customers. Clear potential bottlenecks and delays.

B2B 59

B2B Management Upselling SaaS 59

Totango

FEBRUARY 4, 2020

Never try to force or coerce customers into upsells. You don’t need to push all ofyour customers into an upsell. You can set parameters to identify those that make a good fit for an upsell w/ the right technology. Request a demo to get started today. Identify expansion opportunities with greater precision.

Customer centricity 62

Customer centricity Best practices Upselling Enterprise 62

ClientSuccess

NOVEMBER 21, 2017

We’ve all been there: A customer relationship is going well and there are no obvious problems or red flags in sight, yet when it comes time for a ‘serious talk,’ such as a renewal conversation or upsell demo, there is suddenly radio silence on the customer’s end. Take a deeper look at the metrics. Do your research.

Upselling 50

Upselling Metrics SaaS Best practices 50

Amity

APRIL 30, 2018

And while Sales might focus on hitting targets every month ; Renewals, Upselling and Customer Retention would not be possible without the Customer Success Manager. This is enabled by CSM’s ability to understand the customer’s goals for the product, and by discussing what metrics they will be using to measure success.

Sales 82

Sales Upselling Education CRM 82

Talkdesk

JUNE 29, 2017

Sales teams at companies all over the world have become too stuck in processes tied to legacy tools, inhibiting their ability to try new things and improve their metrics. Most sales teams that rely on demos to sell products need to use an external solution to perform their demos. ScreenMeet. Simple Emotion.

Sales 40

Sales Upselling CRM Accountability 40

ClientSuccess

JUNE 20, 2017

But it’s also possible to be overwhelmed with metrics and calculations and forget the true reason for being metrics-driven: ensuring customer success. It’s critical to select a certain number of metrics that you use repeatedly as a guiding force, quarter after quarter. Expansion Growth Rate (Upsell + Cross-sell).

Upselling 40

Upselling SaaS Metrics Best practices 40

Totango

JUNE 20, 2019

Instead, your core metrics are telling you there’s something wrong. You can calculate your customer adoption rate using key metrics. By accessing these core metrics , you can see how well a customer is adopting your product. Request a demo to explore Spark and start boosting adoption rates.

Metrics 84

Metrics Upselling Feedback Accountability 84

ClientSuccess

MAY 8, 2017

For CSMs, usage can sometimes be a tricky metric to track and measure. If only a small number of individuals at a customer company are logging in on a regular basis and actually using the product, it can skew the metrics for an entire organization. Upsells are what most customer success professionals strive for daily.

Upselling 42

Upselling SaaS Metrics Accountability 42

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

ClientSuccess

OCTOBER 24, 2017

“What about early renewals and upsell/cross-sell?”. With answers to questions like these available customer success leaders can strategically lead their team to improving renewals, increasing upsells, and mitigating loss. Schedule a platform product demo here. Ultimate Guide to SaaS Customer Success Metrics.

Upselling 40

Upselling Benchmark SaaS Metrics 40

NobelBiz

JULY 25, 2023

Agent Performance Metrics: Evaluates how effectively agents resolve queries, their adherence to scripts, or their ability to manage difficult interactions. Watch a short video demo here. Keyword Spotting: Identifies recurrent words or phrases that might indicate common issues, product mentions, or potential sales opportunities.

Analytics 98

Analytics Call Center Scripts Contact center software 98

ClientSuccess

OCTOBER 2, 2019

An Account Manager (or AM for short) goes after existing customers with the goal of renewing, cross-selling, and upselling the company’s product. The role is present in many businesses, but its goals are based on sales quotas, rather than an intimate knowledge of the metrics tied to a customer’s position in the marketplace.

Accountability 47

Accountability Management Upselling SaaS 47