ChurnZero

AUGUST 14, 2020

Know exactly how customers use (or don’t use) your product and analyze usage trends over time by capturing feature and page events as well as time-in-app metrics and online status monitoring at the contact and account level. Track free-trial users for upsell opportunities to convert to paid users. Webinar Software. Who owns it?

CRM 87

CRM Finance Upselling Accountability 87

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

MARCH 10, 2020

That requires the use of customer success software that is able to capture and organize information from a range of sources and turn it into real-time metrics that reveal the customer experience. It can be used to create an early warning system to prompt action to capitalize on renewals and upsells, or to prevent churn.

Customer Experience 93

Customer Experience Upselling Feedback SaaS 93

CustomerSuccessBox

APRIL 3, 2022

It enables Customer success managers like you to deliver a consistent customer onboarding experience, improve retention and drive upsell We’re that excited to have you on board! Let’s look at what we are… To get started, we have an intro video if you’re more of a movie buff. What to expect in the video?

APIs 52

APIs Accountability SaaS Marketing 52

Nicereply

FEBRUARY 2, 2024

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. Also, track the relevant customer success metrics and use the insights to improve your offering. The post What is Customer Success and Why is it Important?

Education 59

Education Accountability Customer retention Journey mapping 59

ProProfs Blog

DECEMBER 27, 2020

To make sure your efforts are reaping benefits, track metrics such as number of new visitors, percentage of new visitors vs. overall visitors, and number of new direct visitors. To make sure your efforts are reflecting expected results, track metrics such as: New leads generated. Troubleshoot any confusions. Returning direct visitors.

Journey mapping 148

Journey mapping Education B2B Sales 148

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

SmartKarrot

MAY 13, 2022

Scale the CS team to the needs of the business including, but not limited to, building capabilities around program strategy, solution-based selling, upsell, relationship building, identifying necessary roles & responsibilities needed to improve the customer experience (analytics, etc.).

Upselling 19

Upselling Customer centricity Best practices Accountability 19

Totango

AUGUST 14, 2020

Ideally, this long-term partnership will see your customer reach milestones with your help, expand their use of your product, and upsell or cross-sell in other ways. Create a training video on how to use a new product line. Your customer is a long-term partner; the two of you are on a journey together.

Enterprise 76

Enterprise Feedback Upselling Accountability 76

SmartKarrot

APRIL 28, 2023

Create and carry out programmes in Marketo for a variety of channels, including email, the web, nurturing of in-products, field events, webinars, etc. Deliver top-notch support and customer service to customers via phone, email, and video calls. Analysing client data and metrics to spot trends and prevent problems before they happen.

Upselling 19

Upselling Coaching Engineering Customer retention 19

ProProfs Blog

SEPTEMBER 13, 2019

What are the most essential SaaS customer service metrics? Personalization took advantage in almost everything (videos, email outreach campaigns, ads) and is useful now in user onboarding as well. Feature gates are a great way to both adopt users to use the new feature and upsell the bigger package: Source: Delighted.com.

SaaS 83

SaaS Customer Service Customer Support Best practices 83

Amity

FEBRUARY 2, 2016

8 Ways to Use Video for Customer Success, Education, and Advocacy. Video is the modern web browser’s medium of choice. And not just while they’re scrolling through Facebook or spending hours on YouTube; studies have shown that even at work, people prefer to watch video than read text. • Webinars.

SaaS 80

SaaS Education Customer retention Sales 80

ChurnZero

NOVEMBER 15, 2019

To help you and your team with this arduous process, we hosted a video panel-style webinar on this topic so you could to hear advice on: End-of-year retention and upsell efforts. No worries if you missed the webinar, you can view it on-demand here. Analyzing performance for 2020 forecasting.

Chief Customer Officer 40

Chief Customer Officer Upselling SaaS Technology 40

ChurnZero

JUNE 28, 2019

While Guitar Hero was a part of my life growing up – though I never really nailed those solos – my video game consoles have mostly gone unused. Whether it pertains to upcoming customer milestones or perhaps a potential upsell opportunity, great CSMs can identify small actions that can drive business outcomes.

B2B 49

B2B B2C Entertainment Customer advocacy 49

SmartKarrot

APRIL 28, 2021

Continually engage internally and cross-functionally to learn about new business applications, positioning the REEF brand and upselling new opportunities to clients. Assemble the processes, tools, metrics, people and culture needed to deliver exceptional performance and customer experiences. ????Develop

Real estate 10

Real estate Upselling Customer retention Accountability 10

JivoChat

JUNE 1, 2021

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. Here are important post-purchase touchpoints to keep in mind: Upselling and cross-selling emails. Video call — Offer a live demo to showcase your product features.

CRM 52

CRM Advertising Chatbots Surveys 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.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

ChurnZero

JULY 12, 2019

Successful applications can easily prove the value they provide (from the onboarding phase on), keep reminding users of what they’ve achieved and how their situation has improved while accessing a particular service, and lead customers to success by effectively impacting metrics and KPIs. Set Objectives and Target Metrics.

Accountability 75

Accountability Metrics Education Marketing 75

SmartKarrot

JUNE 15, 2021

Work with your team to focus on incremental strategy & upselling throughout the campaign cycle in order to maximize revenue. Provide final reporting, insights, and recommendations – inclusive of campaign performance metrics, advanced Ogury Insights, and 3rd party study results. This could be through video, phone call, or email.

Upselling 10

Upselling Coaching Customer centricity CRM 10

NobelBiz

MARCH 23, 2022

There is no limit to how automation could be helpful, especially when you factor in metrics like agent efficiency and cross-selling. Check our webinar session for contact center decision-makers who are exploring the implementation of omnichannel technology in their organizations. Jason Cutter, CEO of Cutter Consulting Group.

contact center solutions 52

contact center solutions Contact Center voip call center software 52

Amity

MAY 25, 2016

I do go to the actual Customer Success Platforms sites because they have blogs, webinars, and videos to watch. I think where we differ from our competitors is we are not just focused on closing the sale, getting them onboarded and then talking to them only when they are at risk or upsell a new product.

Best practices 90

Best practices Metrics Sales SaaS 90

SmartKarrot

MAY 4, 2022

TTV is a big metric used to measure customer experience. Product managers can also help with data-driven insights that help CSMs convince customers during upsells, resells, and cross-sells. The product marketing team takes charge of all products related information- webinars, videos, emails, and in-app notifications.

Management 19

Management Customer retention Upselling B2B 19

SmartKarrot

JANUARY 20, 2021

Implement outcomes-based processes and metrics that result in best-in-class customer and revenue retention. Pro-actively look for opportunities to upsell Tyro banking products within a portfolio. Run training webinars and attends conferences and events as a representative of Tyro, where appropriate.

Banking 10

Banking Best practices Engineering Upselling 10

ClientSuccess

JULY 16, 2019

Here’s a specific instance where communication with a customer solely via email and phone was causing difficulty in the relationship and how getting in front of them helped change overall sentiment: We had a kickoff call with a client in the Midwest that was being held over Zoom with no video and 13 total participants.

Sales 41

Sales Upselling SaaS Best practices 41

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

This is via blog posts, social media, product explainers, informative videos, and more. 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-. Evaluation. How to increase product adoption?

SaaS 10

SaaS Upselling Metrics Advertising 10

CustomerSuccessBox

JULY 29, 2020

CS teams should maintain consistency with the metrics (like retention, upsell, NPS) but the targets should be discussed to make them achievable in these times. Puneet suggested that no CS team runs on a single KPI but rather a set of KPIs like logo retention, MRR Retention, Upsell etc.

Upselling 52

Upselling Metrics SaaS APIs 52

CustomerSuccessBox

JUNE 15, 2020

So, to help Customer Success rise up to the occasion, we recently conducted 4 webinars where we invited various industry leaders and discussed how Customer Success will play a massive role for companies to thrive during this pandemic. instead of focusing only on KPIs and metrics it’s important to make the customer successful.

SaaS 64

SaaS Customer advocacy Construction Metrics 64

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? New resources, such as ebooks or upcoming trainings and webinars. This could take the shape of a community forum , or a community formed through customer newsletters and webinars.

Customer retention 52

Customer retention SaaS Education Feedback 52

ChurnZero

JUNE 3, 2022

VC and PE firms now ask founders about the metrics owned by CS teams, specifically NRR and GRR , within the first ten minutes of conversation. That is a sensational power, especially in this world of short attention spans and TikTok videos, someone who can actually concentrate and get through a list as a good thing. That’s No.

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

VC and PE firms now ask founders about the metrics owned by CS teams, specifically NRR and GRR , within the first ten minutes of conversation. That is a sensational power, especially in this world of short attention spans and TikTok videos, someone who can actually concentrate and get through a list as a good thing. That’s No.

SaaS 52

SaaS B2B Upselling Metrics 52

SmartKarrot

FEBRUARY 18, 2021

Wouldn’t it be nicer if you could allot all your time and attention to your customers and not worry about the upselling and management affairs? The pivotal focus should be to educate the customer by using powerful data, metrics, and analytics that will eventually help in growing a business.

Education 10

Education Customer retention Upselling B2B 10

CustomerSuccessBox

NOVEMBER 24, 2021

Relevant content can include various resources like blog posts, videos, case studies, podcasts, webinars, etc. The tool auto-generates risk and upsell alerts to draw a success manager’s attention. For example- for upselling to relevant customers, its require to know all license utilization metrics.

Upselling 52

Upselling Feedback Customer advocacy B2B 52