ShepHyken

JUNE 8, 2023

This week, we feature an article by Sage , an international company that helps organizations of all sizes with accounting, payroll, and payment solutions. Sage is a global software company that provides accounting, payroll, and payment solutions for businesses of all sizes.

Customer Experience 156

Customer Experience Upselling Accountability Feedback 156

ChurnZero

OCTOBER 16, 2020

Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. You can watch all the recorded sessions from the conference for free and with no form-fill required – after you finish reading this article, of course). You need specialists. Amanda’s answer: Sales.

Upselling 98

Upselling SaaS Sales Accountability 98

Totango

FEBRUARY 12, 2025

This article illustrates how large enterprises can modernize customer health scores for growth. It provides a consolidated view of where customer relationships stand, helping enterprises address risks, empower account teams, and uncover new opportunities to drive value. Optimize outcomes for diverse customer bases.

Enterprise 62

Enterprise Metrics Accountability Construction 62

ChurnZero

JANUARY 31, 2025

This article is excerpted from ChurnZero’s new guide, The AI Roadmap for Customer Teams. But it doesnt know that this is a healthy customer whom you intend to upsell next quarter. The CSP should be doing things for you: writing emails, summarizing account histories things that are actionable. Download a copy here.

Upselling 97

Upselling Engineering Enterprise Marketing 97

Pointillist

MARCH 22, 2018

JetBlue has in the past made as much as an additional $140million in revenue through its upsell program called ‘Even More Space.’. There are many such examples of B2C and B2B companies that are using upsell and cross-sell opportunities to generate profits. In this post, I take a detailed look at: What is upsell and cross-sell?

Upselling 71

Upselling Analytics B2B B2C 71

Totango

JULY 29, 2022

Did you know that 70% of revenue in a subscription-based business comes from existing customer renewals and upsells? In order to ensure renewals and maximize upsell opportunities, it’s important to consistently provide value throughout the entire customer journey. Accounts with 95%+ licenses consumed. Growth rate last 90 days.

Upselling 118

Upselling Enterprise Accountability Metrics 118

ShepHyken

MAY 25, 2018

This week we feature an article by Matt Nolan who shares five keys to building more compelling, sustainable customer relationships. Many organizations will use multiple propensity models for each action (one for each combination of offer and channel) to account for individual preferences. – Shep Hyken.

Call Center 185

Call Center Customer retention Advertising Upselling 185

Amity

AUGUST 9, 2016

SaaS Tattler Issue 91 - Is it the right time to upsell to your customer? They're an integral part of Customer Success, but they've always led to somewhat of a sensitive topic: Is now the time to upsell? • When Should You Upsell To Your SaaS Customers? • Upselling in a Customer-First Company.

Upselling 57

Upselling SaaS Customer centricity Analytics 57

ShepHyken

JULY 1, 2022

This week we feature an article by Prabhjinder Bedi, Chief Growth Officer at Tech Mahindra Business Process Services. Over time, the AR category is likely to account for a considerable revenue share. Grow revenues & increase sales through upselling & cross-selling . Accelerated conversions while decreasing fallouts .

Airlines 193

Airlines Upselling Customer Experience Chatbots 193

Totango

AUGUST 14, 2020

Which then got our account teams, sales team, product teams, and support teams all excited and asking how to leverage Totango. One of the reasons that getting the group hug and really breaking down the barriers of sales and post-sales was so important to our success is we do have a very structured approach to Account Management.

Accountability 158

Accountability Feedback Sales Upselling 158

ProProfs Blog

DECEMBER 4, 2020

A great example of this is how Netflix is combining customer service and product promotions with its social accounts. Both the teams can identify knowledge gaps by keeping a track of: What keywords were used by visitors to find relevant self-help articles in the knowledge repository? Identify Opportunities to Upsell & Cross-sell.

Marketing 147

Marketing Customer Service Upselling Customer Support 147

ShepHyken

DECEMBER 7, 2023

This week, we feature an article by Niraj Ranjan Rout, Founder and CEO of Hiver , a customer experience platform that helps teams collaborate and communicate across departments. This is noteworthy because energy costs can account for 5-20% of a call center’s operating expenses. greenhouse gas emissions.

Call Center 161

Call Center Transportation Upselling Education 161

Totango

MAY 6, 2022

We’ll define customer health score, what metrics go into it, and what it tells you about customer accounts. An average result indicates that the customer relationship is strained, placing the account at risk of churn. Usage : How often do customers use their accounts, what features do they use, and how long per session?

Best practices 124

Best practices Upselling Metrics Journey mapping 124

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. He also sits on the board of Directors for CSPN.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Totango

JULY 1, 2022

In a B2B SaaS context, SaaS customer loyalty is expressed primarily through actions like subscription renewals, upsell purchases, referrals and product engagement. Other important loyalty metrics include subscription renewal rate , churn rate, upsell rate, and customer lifetime value.

B2B 114

B2B SaaS B2C Upselling 114

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 104

Upselling Best practices CRM Accountability 104

ChurnZero

NOVEMBER 26, 2024

This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on customer success hiring for SaaS and tech companies nationwide. 2+ years of experience specifically in a customer success or account management role.

SaaS 52

SaaS Upselling Enterprise industry standards 52

Totango

MAY 7, 2024

By our math, that means nine out of 10 revenue-accountable leaders need a hand getting on the same page as their fellow go-to-market (GTM) counterparts. If CS doesn’t have commercial conversations with healthy customers, they’re not setting Sales up to re-enter the conversation and potentially upsell. Use your words Talk to each other!

Sales 103

Sales Upselling Metrics Accountability 103

Totango

NOVEMBER 25, 2020

Number of Accounts. Accounts with Open High Priority Tickets. Account Coverage. Equipped with this knowledge, CS teams can create more opportunities for upsells/expansions, as well as reduce churn rates. . Customer 360 provides visibility into how each account is doing across the customer journey.

CRM 112

CRM Upselling Metrics Accountability 112

Totango

FEBRUARY 13, 2024

At PowerToFly, customer success and account management teams must work together to support their clients—without overwhelming them. Across a large CSM team and a new Account Management team, that adds up.” “Totango has proven to be a game changer.” Systems & Operations Manager. What’s not to love?

Upselling 112

Upselling SaaS Accountability Enterprise 112

Totango

AUGUST 11, 2021

For example, if data indicates that a customer has not completed their account profile, a workflow can be triggered which sends the customer a reminder and a link to a tutorial on how to finish their profile. Try it free to test for yourself how automation can help you optimize your customer experience and satisfaction.

Best practices 118

Best practices Customer Experience Upselling Interactive Voice Response 118

Totango

JULY 19, 2021

If you only check in with customers weekly or monthly, one representative can handle many accounts. According to Totango’s survey, 26% of respondents stated that the typical CSM at their companies managed between 51-100 accounts, while 17% of respondents stated that their CSMs managed more than 200 accounts! Onboarding.

Upselling 126

Upselling Feedback Customer advocacy Surveys 126

Totango

DECEMBER 3, 2021

In this article, we’ll explore why customer health scores are so important, the different ways you can evaluate customer health, and how Totango can help you to build a successful customer health journey. . Totango offers two ways to calculate and track customer health: Account Health and Multidimensional Health. Account Health .

Metrics 99

Metrics Accountability Upselling Enterprise 99

Totango

NOVEMBER 23, 2021

This, in turn, makes it difficult to intervene with customers who are at risk of churn, as well as challenging to spot upsell opportunities. Your Upsells Are Going Down. Look for a CS platform that lets you spot emerging upsell opportunities as well as customers at risk of churn. Your Escalations Are Going Up.

Upselling 98

Upselling CRM Revenue potential Feedback 98

CSM Magazine

JANUARY 28, 2025

Drives Upsells and Cross-Selling Opportunities Educated customers are more aware of how your offerings align with their needs, making them more open to upgrading or trying complementary products. This ensures that customers can fully adopt and integrate your product into their workflow.

Education 52

Education Upselling SaaS Self service 52

Totango

AUGUST 16, 2022

Identifying customers in the market for upsell offers and referral invitations. For example, you can use automated monitoring of client accounts to track user adoption rates. Highly active customers and satisfied users may be open to renewing and purchasing upgrades or additional upsell products. Dunning Management: Profitwell.

Customer retention 106

Customer retention Upselling CRM SaaS 106

Quality Contact Solutions

JANUARY 27, 2022

The topic of increasing sales is so prevalent that thousands of books and articles are published. This is one of the more common techniques to increase the overall value of an account. These accounts already have the main product or service, and the cross-sell is an add-on item that will increase the total amount of the account.

Sales 98

Sales Upselling B2C Best practices 98

Totango

DECEMBER 20, 2023

All the while galvanizing internal collaboration across accounts and facilitating upsell/cross-sell opportunity and execution to grow our book of business. The post Totango recognized as CS leader in G2 Winter 2024 reports appeared first on Best Customer Success Blog: Articles for Enterprise Growth.

Enterprise 115

Enterprise Customer centricity Benchmark Upselling 115

Amity

FEBRUARY 24, 2016

Issue 77 - Customer Success Articles that are Certified Classics (Part 3). How do we decide which articles are Customer Success Classics? Well, to become certified classic, an article must be written well, easy to read, and most importantly, feature great content. • The Link Between Customer Success, Retention, and Upsells.

Upselling 48

Upselling SaaS Best practices Customer retention 48

Totango

AUGUST 9, 2022

This article will give you six best practices for optimizing your B2B customer segmentation. Sales : Sales teams can use customer segmentation to group prospects and customers based on propensity to buy, potential transaction value and upsell opportunities. What Is B2B Customer Segmentation? Fill Out the Right Segmentation Buckets.

Best practices 106

Best practices B2B Journey mapping Upselling 106

Totango

SEPTEMBER 15, 2022

Identifying opportunities for upsells and referrals. Upsell deals : How many upsell offers did you close over a period? Green indicates that the account is doing well, suggesting the customer is a good candidate for an upsell or referral offer. Red indicates the account needs attention to prevent churn.

Metrics 99

Metrics Upselling SaaS Accountability 99

Quality Contact Solutions

JUNE 12, 2020

By Nathan Teahon, Strategic Account Manager. First, these models and prices discussed in this article are for domestic inbound programs placed in U.S. Quality Contact Solutions has years of high-quality inbound call handling experience , including Inbound Sales, Upselling, Customer Service, and Technical Support. call centers.

outsourcing 89

outsourcing Call Center Telemarketing Inbound sales 89

ChurnZero

DECEMBER 29, 2020

This article is a roundup of the not-so-obvious phrases you should avoid saying to a customer no matter how well-intentioned or deserved. A relic from bygone days of old-school Account Management, QBRs are a classic, but not timeless, practice; one that feels perfunctory and misplaced in today’s always-connected, data-enriched landscape.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

Totango

FEBRUARY 9, 2022

In this article, we’ll discuss five essential technology tools you can use to automate your contract renewal procedures. In a minimally proactive scenario, a company might assign individual account managers to email, text, or call customers at renewal time. In-App Promotions.

Customer retention 100

Customer retention SaaS Best practices Upselling 100

Totango

AUGUST 23, 2022

In this article, we’ll cover what you need to know about B2B customer journey touchpoints and how to plan them out to deliver tremendous customer success. Making upsell offers. However, your marketing and sales department may pursue retention policies to win back lost accounts. Upsell offers. Delivering customer support.

B2B 122

B2B Journey mapping SaaS Upselling 122

Totango

JULY 12, 2022

It leverages our Multidimensional Health model to help companies understand the health of their customers and engage accounts when their health changes. You can also improve your time-to-value for CSM actions by helping them to focus their time on accounts that are most at-risk or in need of attention. .

Upselling 106

Upselling Customer centricity Engineering Accountability 106

Totango

AUGUST 21, 2020

Now with visibility across the account, they can easily see where there is risk, opportunity, health scoring for each part of their customer’s footprint and can easily see the broader account team ownership and domain specialists as OneSAP account team. Q: How did SAP manage CS prior to the Totango deployment?

Upselling 117

Upselling Accountability Metrics SaaS 117