ChurnZero

FEBRUARY 14, 2023

Sales and marketing professionals that geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. That’s according to a landmark webinar we hosted last fall titled, “A Crash Course in Customer Success and SaaS Metrics” with Dave Kellogg and You Mon Tsang.

Metrics 94

Metrics SaaS Customer retention Construction 94

ChurnZero

MARCH 18, 2022

If you missed the webinar, you can watch it on-demand. I would look at NPS in an annual NPS survey by buyer role. I could imagine doing a forecast off the surveys where you use the intent-to-renew survey to say, “We think your book of business at renewal is worth this, go beat that.” Q&A recap. Is that fair, Dave?

SaaS 98

SaaS Metrics Enterprise Surveys 98

CSM Practice

JULY 6, 2020

The New SaaS Sales Environment during COVID-19. The decline in new logo sales and the increase in churn has led companies to invest more in protecting their revenue base. The Pacific Crest 2016 survey shows that the median cost of acquiring an ACV dollar for new customers is $1.16. Upsells is a basic form of account expansion.

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Practice

JULY 6, 2020

The New SaaS Sales Environment during COVID-19. The decline in new logo sales and the increase in churn has led companies to invest more in protecting their revenue base. The Pacific Crest 2016 survey shows that the median cost of acquiring an ACV dollar for new customers is $1.16. Upsells is a basic form of account expansion.

SaaS 71

SaaS Upselling Accountability Sales 71

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. Today, hybrid models are becoming more common.

Education 52

Education Upselling Consulting Consulting 52

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. Q: Though sales and CS are different functions, they’re often viewed as the same. Sales, marketing, product, engineering.

Best practices 52

Best practices Chief Customer Officer Sales Upselling 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

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? A: If you look at first principles, you should lag it by your average sales cycle length. Q: Should you add a sales accelerator to the comp plan of CSMs who have more difficult accounts?

SaaS 98

SaaS Metrics Accountability Technical Support 98

Nicereply

FEBRUARY 2, 2024

This will simplify your B2C or B2B sales lead generation efforts since prospective clients will come to you with pre-established trust courtesy of the positive reviews by your happy customers. A Salesforce survey found that 94% of customers are more likely to purchase again because of positive customer service.

Education 59

Education Accountability Customer retention Journey mapping 59

ChurnZero

JULY 9, 2020

Sure, you won customers over to get the initial purchase, but what about your post-sale courting? We send registrants a survey with a topic list and create the agenda using the highest-voted ideas. Spread Wisdom With Webinars. After watching the webinar, did the customer’s feature or overall product adoption increase?

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

ChurnZero

DECEMBER 29, 2020

Today, you’d be hard-pressed to find a high-velocity sales, marketing, or product team without a designated operations function. The SaaS Debate: Who Owns the Renewal and Upsell? Customer Success vs. Sales. Check out this post to see if you’re inadvertently sending subliminal negativity to your customers.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

Branch Mesenger

MARCH 20, 2018

Last week, we hosted our second webinar. Taylor Pipes: I'd like to say hello to everyone and welcome to our second webinar. Taylor Pipes: Shep, I'd like to welcome you here to our Branch Messenger webinar. We were joined by a very special guest, bestselling author and expert on all things customer service -- Shep Hyken.

Customer Service 48

Customer Service Airlines Technology Upselling 48

Totango

MARCH 10, 2020

Their overall goals and reasons for selecting your solution should be captured during the sales process and then built upon and shared among every team within your enterprise as they progress through the customer journey. Customer goals should become your goals, and they should guide your everyday actions. Training materials.

Customer Experience 93

Customer Experience Upselling Feedback SaaS 93

JustCall

APRIL 3, 2023

Renewals and upsells : Another important area of responsibility for the customer success team is driving customer renewals and identifying opportunities for upsells. This includes providing resources such as user guides, tutorials, and webinars. <H2>Must-Have

Upselling 52

Upselling Metrics Best practices Customer centricity 52

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

CustomerSuccessBox

SEPTEMBER 2, 2021

Customer Acquisition Cost (CAC) can be calculated by dividing all the Marketing and Sales costs required to acquire a new customer within a specific time. The formula for calculating CAC is: CAC: (Cost of Sales + Cost of Marketing) / New Customers Acquired. In other words, it takes 11 months to pay back their customer acquisition cost.

SaaS 52

SaaS Metrics Advertising Sales 52

Help Scout

SEPTEMBER 18, 2018

To the uninitiated, “Support-Driven Growth” might first appear like a fancy name for customer success, or a souped-up method of filtering prospects to the sales team — but it’s much more than that. The Support-Driven Growth model eliminates BDRs and SDRs , who focus on generating and then moving leads into the sales funnel.

Coaching 40

Coaching Customer centricity Upselling Sales 40

Comm100

DECEMBER 8, 2020

Other benefits of using a chatbot are: Increased sales by improving customer support and satisfaction levels They help you save on costs for customer support representatives ( up to 30% ) They save you the time you’d normally invest in managing customer support. We all know you have mere seconds to convince a visitor to turn into a customer.

Chatbots 53

Chatbots Scripts Sales Personalization 53

Education Services Group

JUNE 4, 2019

Furthermore, existing customers are more likely to become advocates for your brand to help attract new customers, more likely to spend on new products, and more likely to spend more on cross-sells and upsells. Sales and expansion will come naturally. That’s why customer communication is so important.

Marketing 53

Marketing Best practices Upselling Feedback 53

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?” At the same time, you can automatically survey end users of your application at a regular cadence -- say every 90 or 120 days -- depending on how rapidly your product is evolving.

Surveys 66

Surveys SaaS Feedback Customer advocacy 66

ClientSuccess

OCTOBER 22, 2019

At its core, customer advocacy is when customer service teams work with customers to determine what is best for the customer and their long-term goals instead of making strategic decisions from an upsell or corporate growth standpoint. CSMs can join in on sales meetings to get a sense of what customers are looking for in their new solution.

Customer advocacy 40

Customer advocacy SaaS Upselling Accountability 40

JustCall

MAY 14, 2020

Webinars are the easiest way to reach out to maximum customers. Throw up a webinar with support experts. For example, conduct webinars to highlight which particular features are currently more in demand. Two things that have so far proved to be very useful are : Webinars: Webinars have provenly led to an increase in engagements.

Customer retention 52

Customer retention Journey mapping Education Feedback 52

JustCall

MAY 14, 2020

Webinars are the easiest way to reach out to maximum customers. Throw up a webinar with support experts. For example, conduct webinars to highlight which particular features are currently more in demand. Two things that have so far proved to be very useful are : Webinars: Webinars have provenly led to an increase in engagements.

Customer retention 52

Customer retention Journey mapping Education Feedback 52

CSM Magazine

MARCH 27, 2020

Its effects are seen when customers churn, case studies are scarce, and account managers and sales teams are having a hard time getting customers on board with new products and features. They want to improve the overall customer experience, from product creation to the upsell. Upsells additional products and features. ?. ?.

Customer Support 52

Customer Support Self service Feedback Upselling 52

The Petrova Experience

FEBRUARY 17, 2021

In the third quarter of 2020 US e-commerce sales went up 36.7% Last year, we hosted a webinar for US airports. Others miss out on this upsell opportunity. At checkout, a customer feedback survey is the best addition. compared with the same period in 2019. Websites have come back to center stage. Some brands do this.

Healthcare 59

Healthcare Feedback Upselling Engineering 59

SmartKarrot

FEBRUARY 16, 2023

Conduct frequent training webinars and calls in conjunction with the marketing and training staff at Axon. In order to generate fresh concepts for product expansion, pricing, and market expansion, collaborate with sales on renewals and new business. Customer satisfaction overall is assessed yearly using a survey.

Upselling 19

Upselling Accountability Consulting Consulting 19

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

SmartKarrot

OCTOBER 13, 2021

Define and own the customer lifecycle map for the customers, engaging with both the sales and product teams to develop key client touchpoints and track outcomes for optimal engagement. Define Customer Satisfaction metrics and ensure clients are being tracked and evaluated through regular touchpoints, surveys, and client business metrics.

Upselling 19

Upselling Metrics Coaching Accountability 19

Talkdesk

FEBRUARY 13, 2018

In Deloitte’s 2017 Global Contact Center Survey , contact center executives said one of the big changes that will transform the customer experience in the next few years is the aim of making interactions “effortless.”. 5: An upsell opportunity or retention call. Consumers prefer solutions that are quick, convenient and on their terms.

Complaint resolution 40

Complaint resolution Contact Center Upselling Chatbots 40

Amity

OCTOBER 12, 2017

I recommend that you should gather some baseline data as well as input from your team, the other company functions (Product, Marketing, and Sales especially) and customers and draft out a mission statement. Sales to CS transitions. Renewals and upsells. Best practice webinars. Net Promoter Score (NPS) surveys.

Metrics 61

Metrics Upselling Journey mapping CRM 61

Amity

OCTOBER 12, 2017

I recommend that you should gather some baseline data as well as input from your team, the other company functions (Product, Marketing, and Sales especially) and customers and draft out a mission statement. Sales to CS transitions. Renewals and upsells. Best practice webinars. Net Promoter Score (NPS) surveys.

Metrics 49

Metrics Upselling Journey mapping CRM 49

CSM Practice

JANUARY 1, 2017

It’s a much more value-add and sales-driven role and the conversation of just price adjustments is not appropriate. They should upsell seats and service levels. As such, regular meetings with these customers are key and are mainly driven by sales and renewal discussions. Then track how you’re delivering against those over time.

SaaS 58

SaaS Metrics Accountability Best practices 58

Totango

MARCH 2, 2021

In this blog, we’ll look at how the customer journey has been reconceived around the image of a flywheel that integrates both the pre-sales and post-sales steps in the process. This approach separated the pre-sales buyer’s journey from the post-sales customer journey. Product webinars. Case Studies. Datasheets.

Upselling 63

Upselling SaaS Brand ambassadors Sales 63

ChurnZero

MARCH 22, 2019

This was just one of the takeaways from our well-attended webinar this week on- Understanding the Real Impact of Improving Retention and Customer Success Best Practices. To better understand the impact, we had Rob Belcher, Managing Director at SaaS Capital share benchmarking data from their eighth annual survey of private B2B SaaS companies.

Customer retention 61

Customer retention Upselling SaaS Customer centricity 61

SmartKarrot

JULY 16, 2020

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. Formula: Total cost of the sales + Marketing / Total number of customers acquired. Now that would change the ball game altogether, won’t it? Well, yes, you cracked it!

SaaS 10

SaaS Metrics Customer retention Upselling 10

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. Your sales and customer success teams play a role in designing, monitoring, and executing the onboarding phase. Train Your Customer.

SaaS 87

SaaS Upselling Enterprise Best practices 87

SmartKarrot

AUGUST 27, 2020

According to a survey , only 11% of SaaS companies have a contract longer than three years. You should organize events like annual conferences or short online events like webinars. These offers can be in the form of upselling or cross-selling related products. By keeping the customer in mind, their outreach stays on message.

Marketing 10

Marketing SaaS Accountability Customer centricity 10