How Do You Upsell an Existing Customer?

Satrix Solutions

Driving revenue can take on many shapes and forms, with upselling to existing customers being an important contributor to growing profits. How do you create a strong upselling strategy? Tips to help the Customer Success team become more comfortable with upselling conversations.

Customer Usage Metrics That Matter

CSM Practice

This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. Most customer success metric fall into one of these four categories: Customer Usage Metrics.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

3 Action Steps for Successfully Implementing Cross-Selling and Upselling

Playvox

Are your customer service representatives (CSRs) cross-selling and upselling relevant products and services to your customers? As more contact centers explore implementing cross-selling and upselling, they’re finding very little information on how to do it successfully.

Easy SaaS Upsell Techniques that Every Customer Success Manager Needs to Know

SmartKarrot

Hence, upsell is the clear outcome of such a situation. Upsell is the practice of encouraging a customer to buy a higher version of the product that is more expensive than the one they are already using. When I say upsell, this word sounds more relevant from the seller’s point of view.

Customer Success and Upsells: How to Make the Most of Opportunities

Totango

When your goal is to grow your customer’s business, upselling becomes a means, not an end. Upsells are the result of the growth a customer has enjoyed because of your commitment to delivering lifetime value. It’s also worth noting that up to 70% of revenue in a subscription business comes from existing customer renewals and upsells. Customer success upsells are critical to your own success. Upsells Happen Every Day. Converting Upsell Opportunities.

CSM Team Performance Metrics That Matter

CSM Practice

The answer varies for different companies, but the customer success team performance metrics below are an excellent place to start. As a customer success team leader , these metrics provide a solution to demonstrate the value of your customer success team to top executives and other teams.

CSM Tip: When should a customer be approached about a possible expansion or upsell?

SmartKarrot

Companies started realizing that there are possibilities of expanding their businesses with existing customers too through upselling and cross-selling. Below are a few important steps you may consider for approaching customers for upselling or cross-selling your products. Source.

Want to Achieve Extraordinarily High SaaS Upsell Rates? Key: Get Your Timing Right!

SmartKarrot

Either by raising the price of the products for new customers, or upselling to your existing customers. Upselling is essential. Now, upselling is essential for any SaaS company’s long-term growth and revenue generation. Upselling is easier, right?

The MOST Important Customer Success Metrics

ClientSuccess

However, when it comes to knowing which metrics to track, not all customer success leaders are on the same page. There are widespread metrics like NPS and sentiment and high-level numbers like churn rate and retention rate. eBook: ClientSuccess Ultimate Guide to Metrics.

Customer Retention Metrics: The Metrics That Matter

Totango

There are many different types of customer retention metrics that one can track. Which customer retention metrics have the biggest impact on your business? Because customer health score is a complex metric, calculating it involves an advanced algorithm.

15 Best Shopify Upsell Apps to Boost Average Order Value

JivoChat

Not sure which is the best upsell app for Shopify? But given that upsell apps can increase revenue by an average of 10-30%. And that it’s 68% more affordable to upsell an existing customer than acquire a new one, you know you can’t afford to miss out any longer. Bold Upsell.

How to Transform Customer Success Into a Profit Center with Metrics and Forecasting

ChurnZero

Though Customer Success was originally regarded as a post-sale cost center, you can flip its narrative with the right metrics, positioning, and forecasting strategy. Choose Metrics that Emphasize Your Value. Your metrics matter and how you position those metrics matter,” says Matt.

How Customer Success Can Use Metrics to Better Engage Investors and Boards

ChurnZero

Customer Success Metrics that Your Investors and Board Care About. In this article, we share Kristen’s best advice on how you can use metrics to reframe your customer stories, so they’re primed for investor engagement. What metrics do investors care about? Metrics

4 Metrics That Are Guaranteed to Optimise Call Centre Performance

Infinity

That’s where call centre tracking and metrics come in. Tracking the right metrics can unlock a wealth of insights that will make your call centre operations more effective than ever. There are tons of call centre metrics you can track , from abandonment rate to FAQs.

7 Metrics to Measure Customer Satisfaction

ProProfs Chat

There are multiple customer satisfaction metrics that your business can use to get answers to questions like “Is my customer satisfied?” That’s why it is important for you to understand: What does these metrics mean for your business? What are Customer Satisfaction Metrics?

5 mistakes companies make with customer support metrics

Tethr

They focus on the same metrics they have for decades. To start transforming your contact center to a business intelligence engine, make sure you aren’t making these mistakes with your customer support metrics. . Focusing on the wrong customer service metrics.

Customer Success Metrics: Qualitative vs Quantitative Data

SmartKarrot

Metrics form an essential part of any business. Metrics give you precisely that information based on which you can formulate your business strategies. Out of all the metrics for different business units, we are going to discuss today about the customer success metrics.

The Most Important Customer Success Metrics to Track and How to Improve Them

Totango

Customer success metrics should always lead to action. The most important metrics are used to reveal the kind of customer experience you are delivering. The 6 Key Areas of Customer Success Metrics. Usage metrics: How frequently does your customer access your product?

Top 10 Product-Led Growth Metrics

SmartKarrot

Product-led growth metrics help teams like marketing, sales, customer success, and product engineering understand customers better. Product-led growth metrics offer a reporting system to help all teams navigate towards the same core. These metrics help you create a strategy to succeed.

A Simple Guide to Renewal Rate Metric

CSM Practice

The renewal rate metric also provides a quick overview of customer success team performance before in-depth analysis. Each metric compares the amount of the variable that was renewed against the maximum amount that could have been renewed. Renewal Rate, what does that exactly mean?

Customer Usage Metrics That Matter

CSM Practice

This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. Most customer success metric fall into one of these four categories: Customer Usage Metrics.

Customer Usage Metrics That Matter

CSM Practice

This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. Most customer success metric fall into one of these four categories: Customer Usage Metrics.

SaaS Customer Engagement Metrics That Can’t Be Ignored

Totango

In order to do that, you need to use the right SaaS customer engagement metrics. These metrics are practical measures of exactly how much, or how little, your customer is actively engaged with your product at any given time. Key Customer Engagement Metrics. There are four key SaaS customer engagement metrics that will give you insight into how your customer is using your product. The metrics are: Monitoring usage frequency.

The Most Important Customer Success Metrics to Track and How to Improve Them

Totango

Customer success metrics are used to discover what kind of customer experience you are really delivering. And with customer success metrics, you can measure whether your efforts are working. Customer Success Metrics Lead to Action. There are three critical areas of the customer experience that can be accurately measured using customer success metrics. Adoption Metrics: Measuring the customer’s use of the product. Let’s take a closer look at each metric.

Q&A recap: crash course in Customer Success and SaaS metrics with Dave Kellogg

ChurnZero

With so many SaaS metrics floating around, and even more opinions on when and how to use them, it can be hard to know if you’re measuring what really matters. all the metrics your CEO and CFO care about) and set the context for their usage. Investors look at that metric a lot.

SaaS 74

Net Revenue Retention: The New King of CS Metrics

Education Services Group

To illuminate your team’s effect on strategic expansion, we suggest wielding a mighty metric that packs a real punch – one that even Wall Street uses as a shorthand way to evaluate the health and vitality of a company. Why are we crowning NRR as the new king of CS metrics?

The User Adoption Metrics That Matter for Your Customer Success Team

Totango

Your user adoption metrics create a silent, unending conversation between your enterprise and your customer. It follows then, that your adoption metrics should reflect this deeper goal and generate insight into customer engagement. As such, the user adoption metrics that matter should address issues such as whether your product or service is helping your customer complete their work more efficiently. This phase leads you into the renewal and upsell process.

20 quick insights on Customer Success and SaaS metrics with Dave Kellogg

ChurnZero

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? Dave Kellogg answers your Customer Success and Saas metrics questions part two. The idea is two separate metrics.

SaaS 72

Can You Measure Customer Loyalty? Yes, and Here Are the Top 10 Metrics

SmartKarrot

We discuss the metrics in this write-up. Now, let us discuss the metrics. Top 10 metrics to measure customer loyalty. Client Lifetime Value (CLV) is a metric that shows how much money a company can expect to make from a typical customer over the length of their relationship.

8 Customer Service Metrics & KPIs To Track Performance

JustCall

If you want your brand, product or service to outshine your competitors in the market, make sure you track the right set of customer service metrics. But are you confident about the customer service metrics that you are tracking? Tracking performance With Customer Service Metrics.

8 Customer Service Metrics That Will Improve Your Bottom Line

Voxjar

Not to mention that you’ve been given a budget and are responsible for the measuring the success of your call center metrics. I’m going to break it down so that KPI metrics are easy to understand and easy for you to implement . Identify customer issues and/or upsell opportunities.

Saas: What Are the Most Useful Measurable Product Metrics?

SmartKarrot

Measurable SaaS product metrics need to be looked at if you are to achieve product success. In this article, we are going to look at some of the most useful metrics, to help you ensure your product will achieve the success you are hoping it would. .

SaaS 52

Complete List of Call Centre Metrics You Should Be Tracking Right Now

Infinity

Metrics are the most effective way of monitoring and measuring the performance of your contact centres. Tracking the right metrics can unlock a wealth of insights that will make your call centre operations more effective than ever. How can call centres improve metrics?

Customer Success Financial Metrics That Matter

CSM Practice

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Together, we will examine metrics that quantify the overall financial health of a subscription-based business.

Customer Success Financial Metrics That Matter

CSM Practice

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Together, we will examine metrics that quantify the overall financial health of a subscription-based business.

11 Key Sales Metrics and KPIs to Track for Sales Success

JustCall

In this blog, we'll run you through all the important sales metrics and KPIs you need to assess for optimum results. . Measuring your sales metrics and KPIs is a healthy exercise for improving overall sales performance. 10 Sales Metrics and KPIs you Should be Tracking Right Now.

Sales 52

Why Retention is the Most Important Metric We Look At

ChurnZero

In a world seemingly obsessed with hyper-growth, this may sound like heresy, but when evaluating a B2B software-as-a-service (SaaS) company, the most important metric we look at is retention. The Different Types of Retention Metrics. cross-selling, upselling, etc.)

CSM Metrics: Latest and Greatest Thinking

ClientSuccess

For CSMs in the SaaS industry, the same metrics that guided decision making and strategy even a few years ago aren’t cutting it anymore. Here are a few metrics innovative CSMs should have a pulse on in the upcoming year: Net MRR churn: While tracking customer churn has always been important, modern customer success teams are getting even more granular in the numbers they’re looking for. The post CSM Metrics: Latest and Greatest Thinking appeared first on ClientSuccess.

Customer Success Metrics

Amity

Tracking the proper metrics is essential in understanding how your business is performing. There is a long list of metrics for each pillar of Customer Success but for the purposes of this post I’ll focus on the key metrics for Customer Success Management and the metrics commonly used for CS as a whole (I’ll save customer support and customer education metrics for another post). For now let’s concentrate on the following four main metrics.

29 Experts Discuss Important Customer Service Metrics to Track

JivoChat

Many people don’t understand the importance of customer service metrics. The main challenge is knowing which metrics to track. So, to help you out, we talked to leading customer service experts to discover what metrics they track and why. Upsell and Cross-Sell Frequencies.