ClientSuccess

MARCH 16, 2022

After the sales cycle, which can often be drawn-out, chaotic, and intense for both sides, onboarding is the first real chance a new vendor has to make an excellent first impression with a customer and set the stage for what the partnership will genuinely look like moving forward. eBook: Ultimate Guide to Customer Success Metrics.

Upselling 71

Upselling Metrics Sales 71

ClientSuccess

JULY 5, 2017

5 Common Success Post-Sales Pitfalls. In order to make sure your CSMs are prepared, take a look at these common post-sales pitfalls, strategies for success, and best practices at every point of the post-sales customer lifecycle to ensure critical issues don’t slip through the cracks. The Sales Handoff Strategy.

Sales 40

Sales Upselling Best practices SaaS 40

ClientSuccess

SEPTEMBER 15, 2018

Departmental strategy planning: a necessary evil of any high-growth company. While it’s clear why Customer Success should be involved in executive initiatives and C-Suite planning, the reasoning behind including other departments in customer success strategy planning may take a little explanation. Customer Stories from the Source.

Marketing 40

Marketing Upselling Sales SaaS 40

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 sales rep on the account earned commissions which were significantly higher than what had been rewarded for all their hard work throughout the entire year.

Management 87

Management Accountability Sales Upselling 87

ClientSuccess

APRIL 7, 2017

Quarterly reviews aren’t just for sales teams—these built-in review periods are a great way to step back and determine what is working and what needs to be re-tooled. Here are 5 ways customer success strategies to complete to prepare for a new quarter. Meet Internally With Sales, Product, and Marketing Teams.

Upselling 41

Upselling Best practices Sales Accountability 41

Influitive

MAY 12, 2016

Today’s empowered customers expect the interactions they have with your sales and marketing teams to be highly personalized and relevant—which can make striking up valuable conversations with prospects challenging. That’s one reason why account-based marketing has become a popular strategy in recent years.

Accountability 61

Accountability Marketing B2B Customer advocacy 61

ClientSuccess

FEBRUARY 8, 2023

Customer lifetime value : measuring the total lifetime contract value of a customer, including upsells, renewals, and expansions, is what keeps the value of your business trending upward over time. Outcomes : during the sales cycle, customers will outline specific goals they are trying to achieve with your solution.

Metrics 75

Metrics Upselling B2B SaaS 75

ClientSuccess

JUNE 15, 2021

During a year where many companies had to make complex strategic decisions, and new sales weren’t exactly flying in at a rapid pace, existing customer accounts helped keep the lights on. During this planning stage, CSMs can identify areas where other team representatives (sales, product, etc.) Toolkit: Team Leadership Toolkit.

Upselling 52

Upselling Accountability SaaS Metrics 52

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

ClientSuccess

APRIL 13, 2021

Bring new ideas, strategies, and features to your executive contacts and let them know you are working as an asset of their strategic team. As you’re working to establish yourself as an executive asset for customers, it’s important to make sure you don’t veer into sales territory. Toolkit: Team Leadership Toolkit.

Upselling 52

Upselling SaaS Best practices Accountability 52

ClientSuccess

JUNE 17, 2019

Whether that revenue comes from an upsell, cross-sell, expansion, or something else, it’s still new revenue attributed to the customer. While some organizations have CSMs handle the entire upsell process, others bring in sales team members to help facilitate negotiating and contracts.

Accountability 42

Accountability Upselling SaaS Feedback 42

Infinity

FEBRUARY 23, 2022

increase in retail sales during the first few months of 2021. Phone calls contain a wealth of valuable intel that can help retailers train call handlers, improve conversion rates, increase average order values, upsell and reduce the cost of conversion. And yet, the contact centre is an area that is yet to be fully exploited.

Analytics 52

Analytics Upselling Sales Marketing 52

Comm100

APRIL 27, 2020

Does your customer need to connect with the support department or the sales team? How she responds to these messages can be referenced across channels for relevant and personalized upsell opportunities. . This blog post is a snippet from our eBook, Mastering Omnichannel CX. Customer journey. Customer status. Download Now.

Automotive 59

Automotive CRM Upselling Customer centricity 59

JustCall

MARCH 9, 2023

Your customer service strategy must be customized and updated to meet the ever-changing needs of your users. This also includes creating an in-depth knowledge hub full of how-to tutorials, guides, and ebooks with best practices and company policies clearly outlined. Delivering exceptional customer service is not a one-time activity.

Customer Service 40

Customer Service Customer retention Upselling Advertising 40

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. Downloading an ebook.

Accountability 52

Accountability Sales Upselling Personalization 52

ClientSuccess

AUGUST 14, 2019

Successfully executing a well-planned CSM compensation strategy depends on who owns revenue-generating KPIs and milestones related to a customer account, such as renewals, upsells, and new user expansions. Get input from sales, marketing, product, and your executive team when deciding on your CSM engagement model. .

Best practices 40

Best practices Metrics Upselling SaaS 40

ClientSuccess

FEBRUARY 13, 2019

Whether your team measures expansion by upsells, renewals, or new users, CSMs are the backbone of driving expansion and retention—true growth. From the very first kick-off call (or if you’re introduced to a customer in the sales cycle) it’s game on. eBooks: Ultimate Guide to SaaS Customer Success Metrics.

Upselling 54

Upselling Accountability Customer centricity SaaS 54

ClientSuccess

SEPTEMBER 27, 2018

To help you sort through the noise and focus your strategy, we’ve compiled a list of some of the top trends from 2018 that your team should get a jump on. This will ensure that if (or when) there are issues, upsell conversations, or any signs of confusion down the road that you can bring in other voices into the conversation.

SaaS 74

SaaS Finance Metrics Upselling 74

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. These are all questions to ask while planning a re-engagement strategy.

Upselling 50

Upselling Metrics SaaS Best practices 50

ClientSuccess

OCTOBER 22, 2019

Because they spend so much time in the product, advocates often start to dictate the strategy of the product lifecycle. . It marks a turning point in SaaS strategy from doing whatever it takes to grow a business to ensuring customer-focused decisions throughout the entire vendor/consumer relationship. .

Customer advocacy 40

Customer advocacy SaaS Upselling Accountability 40

ClientSuccess

OCTOBER 2, 2019

These individuals have long been specialists outside of new business sales teams. An Account Manager (or AM for short) goes after existing customers with the goal of renewing, cross-selling, and upselling the company’s product. AMs rely on the bottom line revenue generation from customer renewals, cross-sells, and upsells.

Accountability 47

Accountability Management Upselling SaaS 47

SmartKarrot

MARCH 15, 2022

In SaaS companies, the growth strategy is extremely important. The right process is to hire a growth marketer or VP of sales. The four major growth strategies are-. Product-led growth Sales-led growth Marketing-led growth Customer-led growth. Sales-Led Growth. There has been a shift in how businesses work and run.

Sales 10

Sales Marketing SaaS Customer retention 10

Kapta Customer Success

OCTOBER 2, 2017

However, while the two strategies share a few common goals, they are completely different in their implementation. But, the way each of these goals is accomplished, the focus of the goals, and how success is measured will vary based on which strategy you implement. Key Account Management Versus Customer Success. Relevant Industries.

Accountability 40

Accountability Management B2C Upselling 40

ClientSuccess

JUNE 13, 2017

For those of you in customer success and sales, it’s nearly impossible to go a day without hearing words like “churn”, “retention”, and “revenue”. Definition: Net Revenue Retention considers the offsetting revenue from expansion (upsell and/or cross-sell). Churn, Retention, Revenue. Two Part Series. Net Revenue Retention Rate.

SaaS 43

SaaS Metrics Customer retention Upselling 43

ChurnZero

DECEMBER 20, 2019

C S and Sales strengthen their bond. . As we move into 2020, I envision a stronger alignment between C S and Sales. I recommend looking to Sales/Sales Op erations teams as the guide. Sales won’t pass GO and collect until a customer is successful. . Sales and CS collaborations create “pods” of sales.

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

ClientSuccess

JUNE 20, 2017

While everyone makes mistakes sometimes, there are clear trends in customer success that can be addressed with strategy and insight. Customer success professionals should work closely with sales and executives to determine when an account should be cut loose and when it should be accepted. Continuing the Conversation.

SaaS 40

SaaS Accountability Upselling Metrics 40

ClientSuccess

APRIL 20, 2017

He believes many organizations are wrestling with questions like, “How can I justify this department separate from Sales?” Eventually, Paul explained, Customer Success usually ends up owning more revenue than Sales. Where does it live in contrast to Support?” What is the ROI on this department?”.

SaaS 40

SaaS B2B Engineering Best practices 40

ClientSuccess

JULY 16, 2019

Through these interactions, I firmly believe it will help create stronger relationships, as well as increase our opportunities for upsell and renewals. When I get to sales, what are the conversations I’ll be having like? What was the deal cycle like from Sales? When I land on your website, what am I seeing from marketing?

Sales 41

Sales Upselling SaaS Best practices 41

ClientSuccess

APRIL 13, 2017

With the exception of new business sales, customer success and customer support are the two teams that work most closely with customers and play a big part in how a brand is truly perceived. Anything that is proactive, such as product training, upsells, and renewals, should be handled by the customer success team. Working Hand-In-Hand.

Customer Support 41

Customer Support SaaS Upselling B2B 41

TeamSupport

FEBRUARY 18, 2022

then chances are that your sales team is chasing new business. It’s a reasonable strategy – new business acquisitions means more revenue. Even worse, what if this strategy is plugging a hole of capsized revenue left by more churned customers than acquired ones? Use a Customer Pipeline to drive retention and grow revenue.

B2B 105

B2B Upselling Customer Support Sales 105

TeamSupport

FEBRUARY 18, 2022

then chances are that your sales team is chasing new business. It’s a reasonable strategy – new business acquisitions means more revenue. Even worse, what if this strategy is plugging a hole of capsized revenue left by more churned customers than acquired ones? Use a Customer Pipeline to drive retention and grow revenue.

B2B 98

B2B Upselling Customer Support Sales 98

REVE Chat Blog

NOVEMBER 21, 2019

Similarly, businesses should also inculcate lead generation ideas and strategies to improve the customer base for their growth. No matter if you are a small business or a big enterprise, acquiring customers with lead generation ideas play a vital part of any business strategy. . Provide real time sales assistance with live chat.

Best practices 77

Best practices B2B Sales Chatbots 77

ChurnZero

SEPTEMBER 16, 2021

9 Customer Retention Strategies for SaaS. If you want to throw more fire behind your customer retention strategies , keep reading for some tips and tricks to keep them going strong. Our NPS Cheat Sheet can help you get started with this SaaS retention strategy. Track and Analyze Your Churn Metrics.

Customer retention 52

Customer retention SaaS Education Feedback 52

SmartKarrot

JULY 16, 2020

And for doing that, you will have to pull off the best of retention strategies to hold on to the clients you worked so hard to convert. Along with this, we see a few strategies to deal with the same. Simply put, it is a measure of how effective your retention strategies are. Let’s get started. Why Retention is Critical.

SaaS 10

SaaS Metrics Customer retention Upselling 10

ChurnZero

OCTOBER 26, 2018

Strategies for an Effective Partnership between Customer Success and Sales. The handoff of a new customer between Sales and Customer Success is a critical moment in the customer lifecycle. They shared their top tips for consistently successful handoffs and building trust between your Sales and CS teams. Presenters: .

Sales 56

Sales Upselling Accountability Best practices 56

ClientSuccess

MARCH 8, 2021

From upsell inquiries from sales to feature testing requests from product to the all-consuming customer requests, it is a lot to deal with. During new sales conversations, many prospective accounts will ask to see some customer testimonials or even talk to customers themselves as references. Customer marketing is key.

Customer advocacy 92

Customer advocacy Upselling Marketing Sales 92

ClientSuccess

MAY 25, 2021

Customer satisfaction, account growth, and renewals have become some of the foundational elements of any long-term success strategy, right alongside a robust sales program. At an executive level, VPs, SVPs, and even c-level contacts can be great ways to connect and engage with customer accounts, especially during the sales process.

Upselling 52

Upselling Accountability SaaS Coaching 52