Ann Michaels and Associates

JUNE 11, 2018

B2B Mystery Shopping To Improve Your Business. Business-to-business (B2B) mystery shopping works in the same manner, with the one exception being that customers, or mystery shoppers, will pose as companies or customers calling to inquire about your services and products. Use the web contact form to inquire about products or services.

B2B 40

B2B Inbound sales Upselling B2C 40

TeamSupport

MARCH 3, 2021

The second way is to use B2B customer support tools to proactively strengthen your customer relationships and reduce churn. Proactive customer engagement accounts for more than a quarter (28%) of Support interactions and grew by 14% from 2019 to 2020. The first way to do so is to ensure product adoption and use.

B2B 98

B2B Upselling Customer retention Customer Support 98

Quality Contact Solutions

JANUARY 27, 2022

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. Increase Sales by Upselling. Let’s talk about cross-selling.

Sales 98

Sales Upselling B2C Best practices 98

ChurnZero

OCTOBER 1, 2024

From creating instant emails to summarizing customer accounts in seconds, AI is a dream tool for CSMs. Common goals of segmentation include increasing retention, sourcing targeted upsells, improving customer survey responses or boosting specific feature adoption. AI can talk you through how to implement options for monitoring success.

SaaS 52

SaaS B2B Best practices Surveys 52

Totango

MAY 10, 2022

Regular usage of accounts and product features. Trials of upsell products. In the context of B2B SaaS products geared toward enterprise users, the customer engagement strategy seeks to promote adoption by product users, executives, and stakeholders. Adoption of advanced product features. Renewal of subscriptions.

Journey mapping 79

Journey mapping SaaS Enterprise B2B 79

CustomerSuccessBox

JUNE 20, 2022

A customer succes software is specialized software that takes the customer data from your existing tech stack to provide you with a 360-degree view of your customers and their account health. Detect and Act on Upsell & Cross-sell Opportunities. Automate mundane tasks for Maximum Efficiency. Improve user onboarding.

Upselling 52

Upselling SaaS CRM Multi-channel support 52

ChurnZero

MARCH 24, 2023

For example, if you receive an end-user NPS response or notice a pattern in end-user NPS feedback that says, “I hate this product,” and then from the same account, you get decision makers or contract signers saying, “I love this product,” that’s a problem. Everyone started looking at the dollars and focusing on these upsells.

Upselling 98

Upselling Metrics SaaS Sales 98

ChurnZero

MARCH 24, 2023

For example, if you receive an end-user NPS response or notice a pattern in end-user NPS feedback that says, “I hate this product,” and then from the same account, you get decision makers or contract signers saying, “I love this product,” that’s a problem. Everyone started looking at the dollars and focusing on these upsells.

Upselling 97

Upselling Metrics SaaS Sales 97

CustomerSuccessBox

SEPTEMBER 7, 2021

Pro Tip: Designing a Customer Onboarding Framework for B2B SaaS. #2 The reality is most traditional rule engines use only 1% of data to set up rules as with hundreds of data points, it is impossible for the human mind to comprehend, analyze, correlate and configure rules for Account health and alerts with accurate thresholds.

Journey mapping 96

Journey mapping Engineering SaaS Upselling 96

Totango

APRIL 2, 2021

Since 2016, the TrustRadius Top Rated Awards have become the industry standard for unbiased recognition of B2B technology products. Based entirely on customer feedback, they have never been influenced by analyst opinion or status as a TrustRadius customer. What Our Customers are Saying.

industry standards 62

industry standards Upselling B2B Enterprise 62

ProProfs Blog

AUGUST 14, 2020

But the moment you reach the checkout page, you realize that you don’t have an account and are requested to sign up now. To know what your prospective buyers really think, you need a tool that helps you capture their feedback efficiently. Sign Me Up for Free ProProfs Live Chat Account! You get access to user browsing patterns.

Analytics 174

Analytics B2B Education Feedback 174

JustCall

APRIL 3, 2023

Account management: The customer success team also manages customer accounts and ensures that they are getting the most value from your product or service. 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

CustomerSuccessBox

MARCH 10, 2022

Automation provides you the sixth instinct and an additional hand to create more productive engagements across all your accounts. In this day and age, all B2B SaaS firms want to optimize Automation to scale Customer Success in their organizations. Alerts for new accounts. Let’s see how automation can scale customer success.

SaaS 52

SaaS Upselling Education Accountability 52

ClientSuccess

FEBRUARY 8, 2023

If your company is B2B, this could be interpreted as average revenue per logo. Customer lifetime value : measuring the total lifetime contract value of a customer, including upsells, renewals, and expansions, is what keeps the value of your business trending upward over time.

Metrics 75

Metrics Upselling B2B SaaS 75

ClientSuccess

DECEMBER 21, 2021

If your company is B2B, this could be interpreted as average revenue per logo. Customer lifetime value: measuring the total lifetime contract value of a customer, including upsells, renewals, and expansions, is what keeps the value of your business trending upward over time.

Metrics 100

Metrics Upselling B2B SaaS 100

SmartKarrot

OCTOBER 17, 2022

Account mining has been an age-old, reliable method for helping businesses derive and extract as much revenue as possible from existing accounts. Therefore, utilizing account mining to drive growth and increased revenue from existing accounts can be extremely effective and beneficial for your business in the long run.

Accountability 10

Accountability Upselling Journey mapping Finance 10

CustomerSuccessBox

JULY 2, 2020

The first is obviously the customer onboarding meetings which are essential to retaining any B2B SaaS customer. Plus an opportunity to present the future planning to get a customer’s feedback and sow the seeds for renewal and / or upsell. Suggested read: Designing a customer onboarding framework for B2B SaaS.

SaaS 52

SaaS Upselling B2B Feedback 52

CustomerSuccessBox

JANUARY 8, 2020

As more and more B2B SaaS companies start building their customer success division and being customer success focussed, customer success has expanded to become large and complex like other departments. Predictable Upsells. An upsell playbook will help better upsell to the customers. CS Dashboard for the CEO.

Upselling 52

Upselling SaaS B2B Metrics 52

SmartKarrot

MAY 12, 2023

In today’s highly competitive business landscape, managing and nurturing key accounts has become a critical aspect of organizational success. Key Account Management (KAM) is a strategic approach that focuses on developing long-term, mutually beneficial relationships with a select group of high-potential customers.

Accountability 10

Accountability Management Revenue potential Upselling 10

CustomerSuccessBox

APRIL 29, 2022

* ABS corp , a B2B SaaS firm acquired as many customers as it wanted. They should be able to contact you if they have any problems or need assistance understanding your product, and you should allow them to submit feedback both during and after onboarding. Check out Designing a Customer Onboarding Framework for B2B SaaS.

SaaS 52

SaaS Customer retention Metrics B2B 52

CustomerSuccessBox

FEBRUARY 23, 2022

You’ve made the decision to start a Customer Success department at your B2B SaaS company. Create a path map, set customer success KPIs, align your cross-functional teams, select the right tools, and establish a robust feedback loop. Have you considered a method in place to collect consumer feedback? Congratulations!

Journey mapping 52

Journey mapping SaaS Upselling Accountability 52

JustCall

NOVEMBER 25, 2022

This is true across sectors, especially in the B2B and eCommerce space. In such cases, sales intelligence can pick up cues that can lead to more sales and upselling. The trial period can be carefully monitored and customer feedback is taken into account. ZoomInfo Sales OS is a handy platform for B2B companies.

Sales 52

Sales B2B CRM Finance 52

CustomerSuccessBox

DECEMBER 24, 2021

For B2B SaaS companies, user adoption is one of the most important elements of sustainable growth. Improving user adoption can help you fight churn, bring in good customer loyalty at the end of the customer journey and easier upsell opportunities. User Adoption Strategies for B2B SaaS businesses. What is User Adoption?

SaaS 52

SaaS B2B Upselling Metrics 52

SmartKarrot

JULY 7, 2023

In today’s competitive business environment, no business can sustain itself without being mindful of critical aspects like Account White Space. In this write-up, we are going to introduce you to critical concepts like account white space, mining white space, farming white space, etc. What is Account White Space Analysis?

Accountability 10

Accountability Upselling B2B B2C 10

Amity

SEPTEMBER 25, 2017

I started early on in a blue-collar, manufacturing background doing account management and account services. I then lived in Mexico for a year and did some account management there, which I continued to do when I returned to Michigan. How is your team structured, why, and how has that structure evolved over time?

B2C 0

B2C SaaS Accountability B2B 0

SmartKarrot

NOVEMBER 2, 2022

Strategic account management is a business practice involving activities like providing customers with the best support and services, thus increasing their consumption of products and services offered by the business. The practice aims at maximizing retention, cross-selling, and upselling within the customer base.

Accountability 10

Accountability Management Best practices Customer advocacy 10

JustCall

APRIL 5, 2023

With an increasing number of B2B and B2C companies switching to subscription-based models, businesses are facing new challenges. Before we look at the top 7 customer success management tools, ensure that the CSM tool you select can: Identify and create accurate customer profiles Capture customer data, history, and feedback in real-time.

Management 52

Management CRM Customer retention Analytics 52

CSM Practice

MAY 22, 2022

The recurring revenue model of the B2B SaaS industry pushes the Customer Success teams to retain and expand the existing customer base. And documenting these interactions helps everyone to quickly review recent transactions and get up to speed on the account’s current status. . Renewals and/or Expansion . Key takeaways.

Brand ambassadors 59

Brand ambassadors SaaS B2B Customer retention 59

JustCall

NOVEMBER 24, 2022

A B2C or B2B s ales process is never boring. 75 % of B2B sales organizations will add artificial intelligence (AI) -based sales solutions by 2025. This can offer upsell and cross-sell opportunities or referrals from satisfied customers. Step 8 – Ask for feedback. It is all about less structure and more freedom.

Sales 52

Sales B2B Surveys CRM 52

SmartKarrot

SEPTEMBER 27, 2022

How to build Customer or Account Engagement across the Customer Journey. Once a customer lands, teams need to segment customer accounts by the kind of usage, size, tech capabilities, contract types, and industry. You need to identify key strategic accounts and assign customer success managers.

Enterprise 10

Enterprise Accountability Management Revenue potential 10

ShepHyken

SEPTEMBER 7, 2023

The bar for providing a top-notch customer experience (CX) seems to be rising year after year, regardless of whether you operate in B2B or B2C. Regularly update training materials based on customer feedback. Encourage shadowing experienced account managers who can disseminate their best tips and tricks.

B2C 336

B2C Customer centricity Feedback Upselling 336

CustomerSuccessBox

NOVEMBER 16, 2021

Accountability. But over the years, sales have created metrics for tracking and accountability. By bringing in playbooks you create a shield of accountability and measure of success. In B2B SaaS , we understand that every customer is not the same. Benefits of Customer Success Playbooks. Scaling and Structuring.

Metrics 52

Metrics Accountability Upselling B2B 52

Lumoa

JANUARY 23, 2018

If you work in a big company with large number of customers (or users), you most probably receive a lot of feedback: people write about their experiences, complain about the things that do not work and tell about the things they love. Most companies collect feedback in some specific format, such as Net Promoter Score. And we mean it.

Analytics 121

Analytics Feedback Metrics Customer Experience 121

ChurnZero

JULY 19, 2019

Between responsibilities like onboarding, advocacy, upsells and renewals, Customer Success Managers (CSMs) have cemented themselves as drivers of corporate growth. . My organization’s product team has made some really big (and lots of really small) changes to our processes (and product, of course) as a result of Customer feedback.

SaaS 56

SaaS B2B Sales Accountability 56

SmartKarrot

JUNE 29, 2020

B2B marketers used to rely on traditional channels such as print media, radio ads, banners, etc. Moreover, today’s B2B buyers, who are constantly on the move, prefer cloud-based solutions that can be accessed anytime, anywhere. In other words, you need a B2B mobile app to engage potential buyers and build long-term relations.

B2B 10

B2B Analytics B2C Upselling 10

SmartKarrot

JUNE 29, 2020

B2B marketers used to rely on traditional channels such as print media, radio ads, banners, etc. Moreover, today’s B2B buyers, who are constantly on the move, prefer cloud-based solutions that can be accessed anytime, anywhere. In other words, you need a B2B mobile app to engage potential buyers and build long-term relations.

B2B 10

B2B Analytics B2C Upselling 10

Amity

SEPTEMBER 25, 2017

I started early on in a blue-collar, manufacturing background doing account management and account services. I then lived in Mexico for a year and did some account management there, which I continued to do when I returned to Michigan. How is your team structured, why, and how has that structure evolved over time?

B2C 60

B2C SaaS Accountability B2B 60