Totango

NOVEMBER 27, 2023

This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams. Refining post-sale strategies to better understand and meet the needs of customers. For example, unified data bridges the gap between sales and CS teams.

B2B 92

B2B CRM Enterprise Upselling 92

Totango

JULY 5, 2022

Make the Most of Upsell Opportunities. Upsells are the result of the growth a customer has enjoyed because of your commitment to delivering lifetime value. By utilizing a customer success software, you will be able to have deeper insight into your customers’ businesses and recognize when upsell opportunities present themselves.

Upselling 98

Upselling Accountability CRM Best practices 98

CSM Magazine

DECEMBER 13, 2023

Lack of Cross-Sell and Upsell Capabilities This gap involves using strategies that integrate sales opportunities into customer interactions. Here’s how you can bridge this gap: Provide comprehensive training for customer service representatives that focus on cross-selling and upselling.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

Totango

AUGUST 9, 2022

This type of customization provides customers with better service while yielding better results for B2B teams working in marketing, sales, customer service, and customer success. Ideal profile fit: such as using a scoring system to rate marketing and sales prospects based on an inclination to buy. Customer needs and wants.

Best practices 100

Best practices B2B Journey mapping Upselling 100

Totango

SEPTEMBER 20, 2022

Here we’ll walk you through the essentials you need to know to harness customer enablement to increase B2B and SaaS sales. Then we’ll look at the benefits of customer enablement and how it mutually supports sales enablement strategies. Offering customized upsells geared toward customer needs and product usage patterns.

B2B 83

B2B SaaS Education Brand ambassadors 83

ClientSuccess

MARCH 8, 2022

Sales cycles can be long and fraught and deserve to be applauded. But as more and more SaaS organizations realize, the actual value of a new customer isn’t tied to that initial sales number at all but spread out across the customer’s entire lifecycle at an organization. Higher returns in the long term. are managed in some part by CSMs.

Upselling 75

Upselling SaaS Sales Metrics 75

Totango

OCTOBER 20, 2022

In some companies, customer success managers may play an active role in the sales process, helping sales representatives elicit customer goals and persuade buyers of product benefits. At other companies, CS managers may be assigned to follow up on sales during the customer onboarding phase. CSM role duties may vary by company.

Management 91

Management Upselling Coaching Best practices 91

Momentum Telecom

AUGUST 3, 2018

Engaging in educational environments is a surefire way to increase your ongoing sales. All serious sales reps and channel partners must understand how vital it is to stay abreast of new services and devices. Increased Odds at Sales. It’s common sense that knowing a product inside and out is among the best ways to close sales.

Education 40

Education Sales Upselling Consulting 40

OctopusTech

JUNE 29, 2023

Most organizations generally use these different tactics such as outbound call center services for customer retention in the long run and to enhance the entire sales process. These services are generally available at a lower rate and they also know the method to get leads by taking proper methods to increase the sales of an organization.

Customer retention 62

Customer retention Call Center Upselling outsourcing 62

Beyond Philosophy

NOVEMBER 10, 2014

At times (more in the “old days” but every now and then it happens in present times) we’ve literally have been accused of “having religion;” i.e., believing in Customer Experience (CX) without proof and asked to show the value of CX. Your existing customers are far easier to upsell. So, the debate continues. www.mckinsey.com.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Totango

AUGUST 14, 2020

Audience: When it comes to relaying feedback to internal stakeholders, what tools do you use to collect customer feedback, share it internally, and present it in a clear way? Which then got our account teams, sales team, product teams, and support teams all excited and asking how to leverage Totango. I’m impacting how I work.

Accountability 156

Accountability Feedback Sales Upselling 156

JivoChat

APRIL 8, 2021

There are many benefits of customer engagement tools, as they can help your company do the following: Boost Sales and Revenue. So, striving to deliver excellent customer service is a surefire way to increase your sales. Shorter Sales Cycles. With a more informed sales process, you can reduce sales cycles to close leads quickly.

Sales 52

Sales Chatbots Brand ambassadors Surveys 52

ChurnZero

FEBRUARY 23, 2023

Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. Further, additional sales with existing customers have a lower customer acquisition cost (CAC). Further, additional sales with existing customers have a lower customer acquisition cost (CAC).

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. Further, additional sales with existing customers have a lower customer acquisition cost (CAC). Further, additional sales with existing customers have a lower customer acquisition cost (CAC).

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

JANUARY 25, 2024

Skillset 1: Sales acumen In 2024, driving revenue is a primary responsibility of CS. 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.

Education 52

Education Upselling Consulting Consulting 52

OctopusTech

JULY 21, 2023

Customer data nowadays is one of the most important types of data that are used by various businesses to optimize and improve their sales and marketing efforts. A company needs to understand how its potential customers think and understand in reaching the last stage of the sales funnel. What is Customer Data Management?

Best practices 62

Best practices Management Upselling Sales 62

CSM Practice

FEBRUARY 24, 2020

Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices. While this blog focuses on customer financial metrics, it is part of blog series, where we examine each customer success metric category in separate blogs.

Metrics 52

Metrics Upselling SaaS Accountability 52

Fonolo

JULY 5, 2023

How they approach upselling opportunities Upselling is something that all your customer-facing employees should be doing — not just sales. And the customer journey doesn’t end when you make the sale; your level of service post-sale is as (if not more) important than pre-sale.

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

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

JUNE 20, 2023

The SaaS model has blurred the lines between marketing, sales, conversion, on-boarding, training, support,and retention. So we also look for ability and evidence of engagement with other disciplines, gaining buy-in, and presenting new ideas. Kristina: CX has really evolved over the past decade.

Customer Experience 86

Customer Experience SaaS Construction Morale 86

Totango

MARCH 26, 2021

Some information is out-of-date, while some presentations give a partial perspective on the customer lifecycle. At one time, customer lifecycle models took a seller-centric perspective which split the pre-sales phase of the customer’s journey from the post-sales phase. Resources: The Customer Journey Map: An Ultimate Guide.

SaaS 66

SaaS Best practices Upselling Education 66

ChurnZero

JANUARY 6, 2022

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. This article was adapted from a portion of ChurnZero’s BIG RYG session “ Customer Success as a Profit Center ” presented by Matthew Brown, Director Customer Enablement, Solink.

Metrics 98

Metrics Journey mapping SaaS Sales 98

CustomerSuccessBox

MAY 25, 2022

You’ll see higher retention and upsell with a good and well-planned onboarding strategy in place. Present a solid future plan. From the start of your customer engagement, you should present a strategic plan that lays out where you want to go and how you’ll get there. Set realistic expectations. Customization.

SaaS 52

SaaS Sales Upselling B2B 52

JivoChat

MARCH 25, 2020

With that in mind, you must add some critical elements to catch your visitors’ attention and help to drive sales. Search Engine Optimization isn’t exclusive to your content marketing strategy, such as for your blog articles, videos, amongst other types of content. Add upselling and cross-selling elements.

Engineering 52

Engineering Upselling Sales Marketing 52

Totango

AUGUST 21, 2020

We currently have 13,000 Totango users in the system contributing to, leading, running operations for our Sales and Customer Success Field teams. I would say our challenge isn’t with the actual tool, it would be with how data is presented across the SAP landscape that leads to 80% of the questions and support tickets.

Upselling 115

Upselling Accountability Metrics SaaS 115

CustomerSuccessBox

FEBRUARY 14, 2019

The major KPIs of a Customer Success Manager are: Increase Lifetime Value (LTV) of the customers (by upsells, cross sells etc). The job of a Customer Success Manager is to make sure that the customers are getting the value that had been promised by the sales team and are able to achieve their goals. Reduce churn. Is that all?

Management 67

Management Upselling SaaS Sales 67

aircall

JULY 25, 2017

Sarah Jezek, iotum’s VP of Sales & Marketing, and Kyle Michaels, Marketing Coordinator, recently outlined how our partnership enables them to consistently impress customers in every corner of the world. Winning-Over Sales As Well. At iodum, the primary beneficiaries of the Aircall-Desk.com integration are support agents.

Upselling 76

Upselling Sales Call Center Marketing 76

ChurnZero

NOVEMBER 4, 2022

If your CFO denies your budget requests, be ready to present them with a tradeoff. “If 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 sales acquiring the ICP and setting correct expectations? Is engineering building a reliable product?

SaaS 98

SaaS Customer centricity Finance Best practices 98

CSM Practice

FEBRUARY 24, 2020

Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices. While this blog focuses on customer financial metrics, it is part of blog series, where we examine each customer success metric category in separate blogs.

Metrics 52

Metrics SaaS Customer retention Upselling 52

CSM Practice

FEBRUARY 24, 2020

Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices. While this blog focuses on customer financial metrics, it is part of blog series, where we examine each customer success metric category in separate blogs.

Metrics 52

Metrics SaaS Customer retention Upselling 52

CustomerSuccessBox

OCTOBER 5, 2021

The following are the key considerations that you must look at (for improving retention, increase renewals & upsells, etc. NRR takes into account the total revenue earned minus any revenue churn (caused due to departing customers or customers who have downgraded) plus any revenue gained through upsells or cross-sells.

Upselling 59

Upselling SaaS Metrics Accountability 59

ChurnZero

JULY 9, 2020

Sure, you won customers over to get the initial purchase, but what about your post-sale courting? You can also host customer panel or ask me anything (AMA) webinars to encourage more interactive, dynamic discussions compared to the traditional format with a sole presenter or one-way dialogue.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

ChurnZero

FEBRUARY 26, 2021

Is your Customer Success team: Butting heads with Sales during onboarding. But along with meeting the demands of their external-facing role, Customer Success also faces a barrage of internal requests – whether it’s case studies for Marketing, referrals for Sales, or research for Product. “In All of the above (and more).

Management 59

Management Feedback Sales SaaS 59

AskNicely

SEPTEMBER 25, 2018

Here’s why: According to The 2018 NPS Benchmark Study, when high-level executive support is present, an organization is twice as likely to successfully build an advanced NPS (Net Promoter Score) program. Increase in sales / upsells and referrals. Lower customer churn and higher revenue growth. More reviews and testimonials.

Customer advocacy 60

Customer advocacy Benchmark Upselling Feedback 60

Avaya

MAY 28, 2019

Any sales made in the process is icing on the cake. Personalization: The post-sales experience is critical. After onboarding a customer, it’s not about upselling and cross-selling or even how quickly you resolve an issue. Readjust your strategy to focus more on being a brand of humility and service. The Bottom Line.

Customer Experience 80

Customer Experience B2C Upselling Consulting 80

ChurnZero

APRIL 15, 2022

Like a magician flexing their psychic power, pinpointing the most ideal time to present your customer with an expansion opportunity can’t be left to intuition. SalesIntel is a leading sales intelligence platform and B2B contact data provider. Use ChurnZero plays to increase license-based upsells. Bad timing sticks out a mile.”.

Accountability 98

Accountability SaaS Upselling Metrics 98

CustomerSuccessBox

JULY 2, 2020

Plus an opportunity to present the future planning to get a customer’s feedback and sow the seeds for renewal and / or upsell. So, all major stakeholders (executives, sponsor, CSM from the customer’s side and the account manager, executive, CSM from your team) are expected to be present in this QBR.

SaaS 52

SaaS Upselling B2B Feedback 52