Real Blue Sky

NOVEMBER 21, 2023

A continuous improvement program is the engine that drives these efforts. Upselling and Cross-Selling Upselling and cross-selling are time-tested strategies that, when done right, can feel like a natural extension of the customer service experience.

Employee engagement 105

Employee engagement outsourcing Upselling Customer retention 105

Help Scout

MAY 27, 2021

There are few individuals within your company that talk as candidly with your customers as your CSMs — they are a great source of data for your product and engineering teams. By educating customers on critical features relevant to their needs, your team empowers them to move forward in their journey while also boosting product usage metrics.

Accountability 65

Accountability Management Upselling Education 65

JustCall

APRIL 4, 2023

Search Engine Optimization (SEO) Optimizing your website and content for search engines increases your visibility and drives traffic to your site. Upselling and Cross-selling Both these techniques are extremely effective in increasing sales revenue. What are some tips for effective inbound call center training?

Call Center 52

Call Center Sales Inbound sales Upselling 52

Totango

DECEMBER 3, 2020

CS professionals now attest that their bonus structures are tied to company performance, renewals, net retention, upsells, and account health. . Account Health (Cited by 47% of Respondents): Customer health scores illustrate whether a client is ready for an upsell, at-risk of churning, or anywhere in between.

Upselling 64

Upselling Accountability Enterprise Metrics 64

Nicereply

FEBRUARY 2, 2024

Everyone, from sales to engineering, must integrate customer success into everything they do. For instance, the engineering team can streamline product design to ensure simplicity and empower customers to achieve their goals effortlessly. Also, track the relevant customer success metrics and use the insights to improve your offering.

Education 59

Education Accountability Customer retention Journey mapping 59

Satrix Solutions

MAY 7, 2020

When software companies are seeking efficient ways to manage customer churn, some choose to monitor the health of their book of business by reviewing a few efficiency and productivity based metrics. Tracking metrics to reduce churn goes beyond monitoring unique logins. A key component in issue resolution is the Customer Success team.

Metrics 78

Metrics Upselling Surveys Engineering 78

CSM Practice

SEPTEMBER 28, 2020

The challenge here was to show enough value to hit key metrics someone in the labs group would find of value while hunting for use cases for our solution on a company-wide scale. Because of this, customers were more likely to start planning their engineering sprint cycles to include our solution earlier on.

Management 52

Management Upselling Engineering SaaS 52

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. After all, it accounts for 31% of eCommerce site revenues.

Sales 52

Sales Upselling Revenue potential Customer centricity 52

CustomerSuccessBox

JANUARY 8, 2020

Customer success department’s responsibilities are slowly increasing to encompass several things like increasing LTV of customer base, reducing churn, providing references, case studies, customer stories to sales and marketing, providing feedback to product team, creating upsell opportunities, facilitating renewals, etc! Predictable Upsells.

Upselling 52

Upselling SaaS B2B Metrics 52

CustomerSuccessBox

FEBRUARY 2, 2022

Drive a gentle upselling process. One of the most obvious goals of an acquisition is to increase upsells of your product. The best way to succeed is to take a gentle, educational approach, and a referral procedure from existing CSMs to the appropriate upsells team. Learn about the strategies to increase upsells!

Upselling 52

Upselling Education Accountability Engineering 52

CustomerSuccessBox

FEBRUARY 27, 2019

Most SaaS businesses have well defined product, engineering, marketing and sales teams. At the start, it is not feasible to focus on several KPIs like retention, onboarding, upsells etc. This might lead to complications as the sales head would be focused on increasing the sales and not whether the customers will renew or upsell.

Upselling 65

Upselling Chief Customer Officer SaaS Sales 65

CSM Practice

MARCH 1, 2021

Turn around time of engineering solution. The strategic account segment most likely holds the most potential growth in revenues through upsells, cross-sells, and referrals. Upsell and cross-sell opportunities within that segment are not found through sheer luck. Success Plans for CRM in Salesforce.

Chief Customer Officer 52

Chief Customer Officer Upselling Accountability Government 52

CustomerSuccessBox

NOVEMBER 2, 2021

Customer Success : The metrics by which we will measure the value we are providing to the customer. A Customer Success Manager (CSM) job is to build relations with the customer strong enough that opportunities of upsell and retention organically present themselves. Learn about actionable metrics in SaaS.

Sales 52

Sales Engineering Upselling Customer retention 52

ChurnZero

SEPTEMBER 8, 2020

Join the live stream for @SaaStrAnnual @ Home – now @BellaRenney from @tray talking about the key metrics of growth -> expanding and retention as the main drivers [link] #SaaStrAnnual #growth #saas. Customer Success is a growth engine. . Retention + Upsell = Growth It’s more efficient Bella Renney #saastrannual.

SaaS 90

SaaS Upselling Customer centricity Engineering 90

Call Journey

JUNE 23, 2019

Call Journey aims to help businesses on how to: Maximize Upsell & Cross-sell opportunities. Understand Agent Performance and metrics. Our speech experts bring together Natural Language Processing and Artificial Intelligence to create the best-of-breed speech analytics engine in the market.

Engineering 40

Engineering Analytics Upselling Scripts 40

Call Journey

JUNE 23, 2019

Call Journey aims to help businesses on how to: Maximize Upsell & Cross-sell opportunities. Understand Agent Performance and metrics. Our speech experts bring together Natural Language Processing and Artificial Intelligence to create the best-of-breed speech analytics engine in the market.

Engineering 40

Engineering Analytics Upselling Scripts 40

Mindtouch

OCTOBER 23, 2017

If you’re contacting support, aren’t you already aggravated that you couldn’t find a resolution yourself through your favorite search engine or on the vendor’s website? What metrics matter to a well-run support team? Renewals and upsells matter more. Speak to a support agent via chat?

Self service 65

Self service Upselling SaaS Customer Support 65

JivoChat

APRIL 16, 2023

Afterward, you move into slightly more complex territory - optimizing your website for search engine optimization (SEO), launching email campaigns, and using mobile applications to provide customers with a seamless shopping experience. Their search engines are optimized to increase visibility in search engine results pages (SERPs).

Analytics 82

Analytics Engineering Advertising Sales 82

GetFeedback

MAY 9, 2019

Stage 4 —O perationalize: You begin to re-design your company’s operational processes based on customer insight and other customer experience metrics. CX leadership coalition: The VoC program and customer map fuel a company’s customer experience program, while the employees are the engine — they take this data and act on it.

Customer Experience 134

Customer Experience Metrics Journey mapping Feedback 134

ProProfs Blog

JANUARY 7, 2022

Google identified a need no other search engine was meeting and by 2017, 11 million AdSense users were paying Google $95 billion a year. So, to measure these essential steps, you have to bring the following product-market fit metrics to the limelight. To achieve business success, targeting a few metrics isn’t enough.

Marketing 78

Marketing Surveys Customer retention Metrics 78

SmartKarrot

JUNE 9, 2022

Create accountability across customer-facing teams by developing appropriate metrics and coordinating compensation and promotions with these metrics. Ensure their teams deliver efficiently in alignment with key partners in Sales, Product, and Engineering. Conduct customer health checks to identify risk and mitigate churn risk.

Upselling 19

Upselling Engineering Technical Support Metrics 19

ChurnZero

NOVEMBER 27, 2019

Metrics Aren’t Just for Board Meetings – The Value of Customer Metrics is Immeasurable . We often think about CS metrics as being interna l KPIs – after all, these figures surface in board meetings and other internal discussions. Premium Onboarding Packages A re an Important Part of Customer Success’s Evolution

Chief Customer Officer 75

Chief Customer Officer SaaS Metrics Education 75

SmartKarrot

AUGUST 18, 2022

Understand customer business context and pain, and facilitate the strategic mapping of OfferFit value to identify potential upsell opportunities. Work closely with the OfferFit sales team to close upcoming renewals & upsell opportunities. Create dashboards to monitor critical client success metrics.

Upselling 19

Upselling Education Engineering Advertising 19

Totango

SEPTEMBER 17, 2021

A free version of your product can be promoted on search engines and social media. Creates Upsell Opportunities. A free version of your product gives your sales team an opportunity to extend an upsell offer. Increases Opportunities to Promote Brand Awareness. Follow Best Practices to Make Your Freemium SaaS Model Work.

SaaS 74

SaaS Best practices Upselling Journey mapping 74

SmartKarrot

OCTOBER 14, 2022

Building relationships with key internal stakeholders at the customers, including executives, senior management in operations and engineering, and factory staff, including process engineers. Co-owning the upsell and renewals of current customers with the Sales Team.

Upselling 19

Upselling Engineering Education Best practices 19

SmartKarrot

MARCH 15, 2023

Establish and maintain excellent connections with important stakeholders across the organisation, including the sales, product, and engineering teams. Make sure your teams meet their revenue goals for upsells and extensions. Own the performance metrics in our CRM and apply them to enhance every team workflow.

Upselling 19

Upselling Engineering B2B Accountability 19

SmartKarrot

JANUARY 13, 2023

Proactively work with the sales team on upsells and expansion opportunities while mitigating potential churn risks. Own key metrics for your team including renewal forecast, activity management, upsell, adoption, and churn. Think strategically to establish, maintain, and plan on how to maximize platform satisfaction.

Upselling 19

Upselling Best practices Engineering Coaching 19

ChurnZero

NOVEMBER 4, 2022

When CS teams only own customer satisfaction and engagement metrics, they lessen their business impact, and in turn, their value and authority. We know that instinctively, and by doing the renewal, the upsell, the cross-sell, we’re actually adding a lot more value to the customer. Is engineering building a reliable product?

SaaS 98

SaaS Customer centricity Finance Best practices 98

TRUSTID

DECEMBER 28, 2017

The power of call center metrics — Customer behavior can teach us a lot about the strengths and weaknesses of our enterprise. While upselling customers over the phone may be a common practice, it should not come at the price of your customers. The key is not to lose sight of what’s important to them.

Contact Center 50

Contact Center Banking Wireless Call Center 50

SmartKarrot

JANUARY 12, 2023

Report on key metrics to drive success in user support and in the development of strategies to scale. Manage account renewals for your customer base, collaborating with group managers on quarterly business reviews, retention strategy and upsell initiatives.

Technical Support 19

Technical Support Engineering Best practices Upselling 19

ClearAction

NOVEMBER 5, 2017

And sometimes customer-facing staff has a distinct customer experience vision that is at odds with their upstream value chain (engineering, IT, finance, production, marketing, supplier management, etc.). 8 Customer Experience Metric Silos Mask Momentum. Consistency is the key. Jumbled perspectives translate to jumbled outcomes.

Customer Experience 69

Customer Experience Customer centricity Morale Finance 69

SmartKarrot

AUGUST 18, 2021

Experience working to promote the value of the product and upsell services and products with brand image and promoting value through customer experience. Define and track critical customer success metrics and KPI’s. Analyse customer health metrics, run NPS and gather other feedback to inform CSMs. Apply here: [link].

Brand ambassadors 19

Brand ambassadors Upselling Engineering Metrics 19

SmartKarrot

JUNE 13, 2023

Determine chances for upselling and create an upselling funnel using the current client base, and build relationships with the important parties whose client accounts you handle, assist in maintaining and improving those relationships and systems. Apply here: [link] Role: Sr.

Upselling 19

Upselling Marketing Accountability Engineering 19

SmartKarrot

AUGUST 22, 2022

As a VP of Customer Success, you will set the vision and strategic plan for the Technical Account Management and Customer Engineering functions, focusing on increasing product adoption, leading an exceptional customer experience, and driving growth. Use data, metrics, and KPIs to identify how to continuously improve the processes.

Engineering 19

Engineering Upselling Metrics Sales 19

SmartKarrot

JULY 7, 2022

Role: VP of Customer Success Location: New York, NY, US Organization: Instabase As a VP of Customer Success, you will set the vision and strategic plan for the Technical Account Management and Customer Engineering functions, focusing on increasing product adoption, leading an exceptional customer experience, and driving growth.

Engineering 19

Engineering Upselling Accountability Metrics 19

Amity

MARCH 24, 2017

If you’re in business today with a recurring revenue model, of the biggest questions you must ask is “where are the gaps in my revenue engine?” Most companies have revenue engines that run on delicately intertwined gears of new logos, retention and upsell/cross-sell. Make your main user feel like a superstar.

Accountability 56

Accountability Engineering Metrics Upselling 56

SmartKarrot

MARCH 23, 2022

Collaborate with Product Management and Engineering to act as the “voice of the customer.” Develop industry-specific metrics that define the customer success journey. Developing and executing upsell and expansion opportunities. Use customer management tools to track customer communication, issues, and metrics.

Brand ambassadors 19

Brand ambassadors Engineering Upselling Metrics 19