ChurnZero

JANUARY 22, 2021

So, you signed up for a Customer Success gig and now your boss wants you to upsell? If you’ve internally cursed the idea of selling or simply desire to take your sales skills up a notch, then this webinar is for you. Note: During the webinar, Neale covers the first three of the 10 tenets of the Customer Success selling philosophy.

Sales 98

Sales Chief Customer Officer Upselling Metrics 98

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

Totango

JULY 8, 2021

With this system, alerts are automatically generated about any customer who requires attention – be it a customer with deteriorating health or an upsell opportunity that is set to renew soon. It can include: Customer Feedback: What anecdotal feedback has been collected by the extended customer team and surveys such as NPS and CSAT?

Upselling 65

Upselling Accountability Customer retention Metrics 65

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. In 2024, tracking these metrics and demonstrating their impact are essential skills for CS professionals.

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 106

Customer Support Customer advocacy Construction Enterprise 106

Education Services Group

NOVEMBER 22, 2021

Key metrics to Include in a customer health score. Health scores can also easily enable CSMs to identify their most successful customers — the ones who are most likely to be open to upsell conversations and the most willing to become customer references, provide testimonials, or participate in case studies. Let’s dive in.

Upselling 52

Upselling Metrics Enterprise Feedback 52

ChurnZero

DECEMBER 29, 2020

The SaaS Debate: Who Owns the Renewal and Upsell? Whether Customer Success or sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. Top 4 Metrics Chief Customer Officers (CCOs) Must Know. Customer Success vs. Sales. To find out who wins, check out the recap.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

Nicereply

FEBRUARY 2, 2024

A Salesforce survey found that 94% of customers are more likely to purchase again because of positive customer service. Preferred content formats : How to present information in a manner that resonates with your audience, whether it’s through articles, videos, webinars, or other means.

Education 59

Education Accountability Customer retention Journey mapping 59

JustCall

APRIL 4, 2023

You can create a rich repository of blog posts, ebooks, webinars, and other forms of educational material. So, make sure to: Track website traffic Analyze customer behavior Monitor sales metrics By using data to inform your sales strategy, you can improve your performance and make data-driven decisions.

Call Center 52

Call Center Sales Inbound sales Upselling 52

CustomerSuccessBox

SEPTEMBER 2, 2021

CAC is an important metric for growing businesses to determine profitability and efficiency. In this article, I will explain why the CAC metric is important, how you can measure and improve it. CAC is an important metric when determining customer success. Additional Resources: 7 customer success metrics to track.

SaaS 52

SaaS Metrics Advertising Sales 52

ChurnZero

JULY 9, 2020

We send registrants a survey with a topic list and create the agenda using the highest-voted ideas. Spread Wisdom With Webinars. Webinars are often thought of for top-of-funnel lead generation and nurture, but they can be just as effective for customer marketing. Did they complete the intended task, or even attempt to?

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

Totango

MARCH 10, 2020

Things you learn from one escalation or survey response can be relevant to the experience of other customers, especially those of similar size, value, or industry. It can be used to create an early warning system to prompt action to capitalize on renewals and upsells, or to prevent churn. Training materials.

Customer Experience 93

Customer Experience Upselling Feedback SaaS 93

ChurnZero

OCTOBER 28, 2022

To get the rest of our findings, watch our webinar, 2022 Customer Success Study results revealed , in which our expert panel offers their take on the big trends, triumphs, and gaps across the industry. In the scaled model, we now have a monthly webinar on that topic, and we invite as many people as we can to it.

Best practices 52

Best practices Chief Customer Officer Sales Upselling 52

Amity

JULY 4, 2017

NPS is a simple one-question survey in which you ask your customer “How likely are you to recommend our product to friends or colleagues?” From outcome metrics, to usage data, to engagements – there’s a lot of data out there to indicate how healthy your customer truly is.

Surveys 66

Surveys SaaS Feedback Customer advocacy 66

SmartKarrot

JUNE 22, 2020

Either by raising the price of the products for new customers, or upselling to your existing customers. For SaaS companies, SaaS Upsell rates is important and the latter is the key to generating revenue by keeping customer acquisition costs minimal, and thereby, unlocking growth opportunities. . Upselling is essential.

Upselling 10

Upselling SaaS Consulting Consulting 10

Help Scout

SEPTEMBER 18, 2018

Instead of replying with a link to the knowledge base Doc and moving on, using Support-Driven Growth you might reply: “ Yes (here are the details) — and I notice you just started a trial but you haven’t been to a webinar yet. Yes, and … is the ultimate “ upselling ” tool. Webinars: Not a lot of people sign up for the free classes.

Coaching 40

Coaching Customer centricity Upselling Sales 40

SmartKarrot

OCTOBER 13, 2021

Define operating metrics for the team, including goals, KPIs, and tracking systems. Define Customer Satisfaction metrics and ensure clients are being tracked and evaluated through regular touchpoints, surveys, and client business metrics. Deliver keynotes and webinars on different aspects of personalization.

Upselling 19

Upselling Metrics Coaching Accountability 19

CSM Magazine

MARCH 27, 2020

All of this is within your reach—all you’ll need is a grasp on customer support basics, the numbers that justify investing in it’s improvement, and the tools, channels, and metrics to keep you going. They want to improve the overall customer experience, from product creation to the upsell. Conducts user surveys. ?.

Customer Support 52

Customer Support Self service Feedback Upselling 52

SmartKarrot

JULY 16, 2020

In this blog, we are going to delve into the reasons why retention is a critical step, some of the best metrics to use to calculate the retention. Note : One of the recently conducted surveys state that 68% of the clients tend to leave a company when faced with personal indifferences, mostly irreconcilable. Key Retention Metrics.

SaaS 10

SaaS Metrics Customer retention Upselling 10

Amity

OCTOBER 12, 2017

Creating a standardized onboarding process for new team members that is metrics driven. It will include how you coordinate the various transitions within the Customer Success team but also outlines how CS interlocks with the other functions such as Sales on complex upsells or Marketing on customer communications. Renewals and upsells.

Metrics 61

Metrics Upselling Journey mapping CRM 61

SmartKarrot

APRIL 28, 2021

Coordinate between REEF operations and client, including site surveys, walk-throughs, application deployment, to ensure the success of new applications. Continually engage internally and cross-functionally to learn about new business applications, positioning the REEF brand and upselling new opportunities to clients.

Real estate 10

Real estate Upselling Customer retention Accountability 10

Amity

OCTOBER 12, 2017

Creating a standardized onboarding process for new team members that is metrics driven. It will include how you coordinate the various transitions within the Customer Success team but also outlines how CS interlocks with the other functions such as Sales on complex upsells or Marketing on customer communications. Renewals and upsells.

Metrics 49

Metrics Upselling Journey mapping CRM 49

ChurnZero

NOVEMBER 22, 2019

Upcoming Webinar: New Manager’s Guide for a Customer Success Strategy Implementation. How to Calculate Your Renewal and Upsell Rate – Learn how to calculate these metrics and apply them to your SaaS business. I hope you can join us in October 2020. You Mon CEO, ChurnZero.

Chief Customer Officer 17

Chief Customer Officer Education Upselling Customer centricity 17

CSM Practice

JANUARY 1, 2017

The Customer Success Manager’s role is expected to proactively reach out to customers, develop a relationship and use the SaaS usage metrics available to watch for movements in customer health. They should upsell seats and service levels. Financial metrics: Renewal rates, early renewal rates (important!)

SaaS 58

SaaS Metrics Accountability Best practices 58

SmartKarrot

MAY 28, 2021

For a service company, the focus is on being open and true with customers, renewals, upsells, keeping communication safe, and looking out for churn. This metric is an evaluation of all your departments. This may include customer-focused content such as blogs, videos, self-help guides, webinars and more.

SaaS 10

SaaS Education Customer retention Upselling 10

SmartKarrot

JUNE 30, 2021

Every company wants to see an increase in their product adoption metrics. What are the most common product adoption metrics? Some of the top product adoption metrics include-. Expansion revenue is extra revenue generated from add-ons, cross-sells, upsells, and more. How to increase product adoption? Time to Value.

SaaS 10

SaaS Upselling Metrics Advertising 10

ClientSuccess

OCTOBER 25, 2021

Knowing how to identify these indicators, which metrics to track for each, and how to gauge success is critical for any customer success team looking to set themselves up for long-term success. Here, we’ll take a deeper look at the customer success leading indicators discussed in Part 1 to uncover some critical metrics behind each one.

Metrics 64

Metrics Upselling SaaS Education 64

Nicereply

MAY 16, 2023

Your signature] Here’s an example from Restream: Upsell Email Template When it comes to growing your business , cross-selling and upselling to existing customers can be a great strategy. An effective upsell email should be personalized and focused on the customer’s needs.

Upselling 52

Upselling Feedback Best practices Personalization 52

Totango

AUGUST 12, 2020

As customer lifetime value is now spread out over years of renewals and upsells, customer retention and customer success efforts must be seen as a shared value across the enterprise. That means you will need resources such as training walk-throughs and webinars for low-touch customers and personal training sessions for high-touch customers.

SaaS 87

SaaS Upselling Enterprise Best practices 87

ChurnZero

SEPTEMBER 16, 2021

Track and Analyze Your Churn Metrics. Metrics you could track include: Customer usage behaviors — when do your customers log on, and for how long? This sort of feedback can take the form of written reviews, customer interviews, surveys, or even monitoring online review portals. Changes to customer support procedures.

Customer retention 52

Customer retention SaaS Education Feedback 52

Nicereply

JUNE 18, 2020

Track the right metrics. To successfully deal with all these activities you are also going to need a reliable system of metrics for tracking customer retention. Even though it may seem to you like something complicated, this rate is metric whose value grows every time a customer decides to bail on your business. What’s more?

Customer retention 125

Customer retention Feedback Surveys Metrics 125

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. We also publish content and conduct webinars with them, and we use the tools they use, like Marketo.

Coaching 0

Coaching Engineering Upselling Marketing 0

Pointillist

JULY 25, 2018

What are the quantitative business goals that will influence the journey analytics project e.g., churn, retention, acquisition, cross-sell, upsell, purchase, rate of renewal etc.? Success Metrics for the Team. Success Metrics for the Project. You will need to establish metrics for measuring the success of employee training.

Analytics 93

Analytics Government APIs Metrics 93

8x8

DECEMBER 3, 2018

Improved customer experience, both during and outside of the holiday rush, has resulted in an increase in upsells by contact center agents, and higher customer satisfaction in general. Evaluate post-engagement surveys and find your average rating. Three ways you can assess where you are today: Get your Net Promoter Score.

Customer Service 54

Customer Service Abandon rate Contact Center Wait times 54

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. Engagement, on top of usage, is a great way to gauge customer loyalty and affinity.

Upselling 42

Upselling SaaS Metrics Accountability 42

JivoChat

JUNE 1, 2021

Touchpoints can be any interaction that a customer has with your business , such as a survey, a consultation call, or an online purchase. A good example is to hold an online webinar, which is a touchpoint that allows you to present your offer to prospects, and potentially generate leads or sales. Feedback surveys.

CRM 52

CRM Advertising Chatbots Surveys 52

Pointillist

JULY 25, 2018

What are the quantitative business goals that will influence the journey analytics project e.g., churn, retention, acquisition, cross-sell, upsell, purchase, rate of renewal etc.? You will need to establish metrics for measuring the success of employee training. Pick a mix of financial, customer and operational metrics.

Analytics 43

Analytics Metrics Government Journey mapping 43