Totango

APRIL 11, 2019

A customer success health score is a framework used to identify the status of your customers so you can quickly prioritize accounts. It is a powerful tool for capitalizing on potential upsell opportunities and preventing customer churn. A mark of 10 would indicate the users in the account are at the bottom 10% in terms of usage.

Metrics 90

Metrics Upselling Accountability Enterprise 90

Totango

JUNE 24, 2022

SaaS success outcomes can be defined in terms of measurable digital benchmarks. On the other hand, when data reflects high customer satisfaction, CS teams can extend upsell offers or referral invitations. Expansion of product usage through upgrade, upsell and cross-sell offers. Conversion from freemium to paying customer.

Best practices 109

Best practices SaaS Journey mapping B2C 109

Cincom

FEBRUARY 14, 2025

Automate Price Calculations and Adjustments Utilize real-time pricing engines within CPQ to dynamically calculate prices based on market trends, cost fluctuations, and competitor benchmarks. Ensure pricing logic accounts for regional tax structures, regulatory compliance, and multi-currency support for global operations.

Best practices 40

Best practices Sales CRM Finance 40

TeamSupport

AUGUST 25, 2022

From customer health metrics, to data on interactions with customer service or support, to even social media interactions, a holistic 360-degree customer view takes everything into account to create an accurate picture of customer health. Upsell and Expansion. What’s a holistic customer relationship?

Upselling 98

Upselling Metrics Benchmark Analytics 98

Totango

AUGUST 23, 2022

Making upsell offers. This may involve activating an account, setting up a username and password, completing a profile, getting oriented within your navigational menu or learning to use your product’s basic features. However, your marketing and sales department may pursue retention policies to win back lost accounts.

B2B 122

B2B Journey mapping SaaS Upselling 122

Totango

AUGUST 25, 2022

It increases customer satisfaction and loyalty, driving higher subscription renewal rates, reduced churn, and more sales from upsells and referrals. Extend upsell offers or referral incentives to customers with high satisfaction ratings. Which benchmarks can you use to track progress toward your goals? Evolve Your Service.

SaaS 103

SaaS Upselling Metrics Journey mapping 103

ChurnZero

AUGUST 14, 2020

They focus on opportunity management – like the manual activities that typically exist within accounts. Get direct access to CRM data, such as accounts, contacts, opportunities, cases, subscription data (renewal date, license count, total contract value, etc.) Track free-trial users for upsell opportunities to convert to paid users.

CRM 87

CRM Finance Upselling Accountability 87

Totango

FEBRUARY 5, 2019

With constant customer engagement and data monitoring, though, you can use change as an agent for personalizing your messaging and upselling your service. Help them benchmark their success by using statistics and accurate metrics so their growth becomes more visible. Maintaining Customer Success Effort.

SaaS 76

SaaS Upselling Customer retention Benchmark 76

ClientSuccess

MARCH 5, 2020

More and more companies are looking to customer success teams to help guide their overarching business strategy (even in sales, marketing, and product) and to help manage and cultivate long-term account growth. Consideration #2: Clear organization of customer accounts and responsibilities. A close second, however, is metrics.

SaaS 64

SaaS Finance Benchmark Upselling 64

Totango

FEBRUARY 10, 2021

To put your goals of promoting customer success into action, you can define benchmarks that measure success in quantifiable terms. Onboarding: actions your customer takes after purchase to become an active user of your product or service (such as activating their SaaS account and setting up their profile).

Customer retention 90

Customer retention Journey mapping SaaS Benchmark 90

Totango

AUGUST 18, 2022

Assigning account managers. Activating accounts. It also promotes higher product usage, increases the likelihood of upselling purchases and encourages customers to become enthusiastic brand advocates. Establishing benchmarks representing progression and completion of onboarding. Creating usernames and passwords.

Journey mapping 99

Journey mapping SaaS Upselling Enterprise 99

Totango

APRIL 16, 2021

This lays the groundwork for subscription renewals and upsell opportunities. Personalized data can be useful for accessing customer account information to speed up support time, pinpointing what customers need help with and matching customers with the right personnel to assist them. Usage data may also highlight an upsell opportunity.

Personalization 71

Personalization Upselling Benchmark SaaS 71

ChurnZero

JANUARY 26, 2021

From technical support to renewals and upselling, this role might be one of the most confusing and misunderstood jobs in all of tech. . Finally, because this is a customer-facing tool, we won’t be using it to document internal strategies for engaging and growing a customer account. Simplicity is the name of Joint Success Plan game.

Management 98

Management Chief Customer Officer Upselling SaaS 98

Totango

JANUARY 29, 2021

Successful customers become more likely to make cross-sell and upsell purchases. For best results, goals should be expressed in terms of quantifiable key performance indicators so that you can establish benchmarks and measure progress. Usage for key feature has dropped X% – make contact with the account. Escalation.

Best practices 85

Best practices Benchmark Upselling Accountability 85

ClientSuccess

FEBRUARY 15, 2021

Customer-centric service has emerged as one of the leading contributors to account renewals, recurring revenue, and upsells for SaaS-based organizations. . What this really boils down to, however, is that CSMs and account managers should make decisions and build project plans from the customer mindset.

Benchmark 59

Benchmark Upselling SaaS Customer centricity 59

ClientSuccess

JANUARY 11, 2023

As it turns out, the Golden Rule is really the benchmark for success when it comes to customer service and support. What’s more, this approach has a direct impact on renewal and upsell rates, making it a win-win for both your company and the customer. But what does that have to do with customer success? In fact, a lot.

Benchmark 80

Benchmark Upselling Education Best practices 80

Interaction Metrics

APRIL 17, 2025

Features & Usability CustomerGauge uses Account Experience to tie CX data to upsells, referrals, and churn reduction. It offers account tracking and a high support rating on G2 (9.6 Best For Mid-sized to enterprise-level B2B companies in tech, manufacturing, and CPG aiming to grow accounts and reduce churn.

Surveys 48

Surveys Enterprise B2B Analytics 48

Amity

JANUARY 27, 2016

You need to chalk out a standard procedure, depending on types of accounts, as to how you shall help them, coach them and mentor them at appropriate junctions. • The Link Between Customer Success, Retention, and Upsells. Expanding revenue from existing customers leads us to the topic of upsells. When I win, you win.”

Upselling 57

Upselling SaaS Best practices Sales 57

Pointillist

JULY 25, 2018

What are the quantitative business goals that will influence the journey analytics project e.g., churn, retention, acquisition, cross-sell, upsell, purchase, rate of renewal etc.? Upsell and Cross-sell Revenue Growth. 5 essential steps to find upsell and cross-sell opportunities with journey analytics ]. Churn Rate.

Analytics 93

Analytics Government Metrics Upselling 93

CSM Practice

FEBRUARY 15, 2021

Companies, where CSMs manage less than 60 accounts, are more likely to develop and maintain a customer health score. This survey data shows a clear impact of Health Scores for organizations looking to manage account churn risk. With those key accounts, it is just as important to maintain our data-driven approach in accounts.”.

Surveys 64

Surveys SaaS Benchmark Upselling 64

CustomerSuccessBox

NOVEMBER 17, 2021

When you take into account all these changes with your existing customers and your recurring revenue, what you get is the net revenue retention. It is as follows: Your monthly recurring revenue of the month (a) Revenue through upsells and cross-sells (b) Revenue lost due to downgrades (c) Churned Revenue (d).

Upselling 52

Upselling SaaS Metrics Accountability 52

Totango

APRIL 14, 2020

Employing customer segmentation makes that pursuit easier by dividing your portfolio into accounts of similar standing that will benefit from targeted attention. Right now, many organizations are focused on usage and other indicators of account health, like which customers have adopted specific features, which are at-risk, etc.

Best practices 71

Best practices B2B Enterprise Accountability 71

ClientSuccess

MARCH 5, 2020

More and more companies are looking to customer success teams to help guide their overarching business strategy (even in sales, marketing, and product) and to help manage and cultivate long-term account growth. Consideration #2: Clear organization of customer accounts and responsibilities. A close second, however, is metrics.

SaaS 52

SaaS Finance Benchmark Upselling 52

Talkdesk

AUGUST 25, 2015

From onboarding through renewal and upselling, Gotlieb said there are many stages where customers are at risk of being lost. Although every journey is different, there are distinct benchmarks that each customer should meet. If your company only focuses on at-risk accounts, you’re in Stage 1: Fire Fighting. But you can do better.

Chief Customer Officer 72

Chief Customer Officer call center software Benchmark Upselling 72

Totango

FEBRUARY 15, 2019

Account ID. Account ID *. In a B2B scenario, it is important to count both individual users and, at the same time, associate those users with their respective accounts. These counters track resources created on behalf of users and accounts. Close to 100%, it reflects full adoption and upsell opportunity.

SaaS 72

SaaS B2C B2B Metrics 72

ChurnZero

MARCH 22, 2019

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. So, the initial sale is very small, and all the sale is upsell. When you are doing net dollar retention you can include cross-sells, upsells, and price increases.

Customer retention 61

Customer retention Upselling SaaS Customer centricity 61

Totango

OCTOBER 1, 2019

For example, your customer needs to onboard two new employees while simultaneously working through an upsell with your sales team. Automated alerts can be attached to the customer data to make it easier to monitor accounts across an enterprise, but they are only as valuable as the engagements that follow. High license utilization.

Enterprise 81

Enterprise Metrics Benchmark Upselling 81

SmartKarrot

DECEMBER 2, 2022

It is money earned after the original purchase and obtained through upselling, cross-selling , and renewals to your current clientele. As a benchmark, a business should aim to generate 30% of its overall revenue from expansion; yet most SaaS companies only generate 10% on average. This is where IDEM comes into the picture. Cross-sell.

Upselling 21

Upselling Management SaaS Benchmark 21

Quality Contact Solutions

FEBRUARY 26, 2021

A SOC 2 audit report provides detailed information and assurance about a service organization’s security, availability, processing integrity, confidentiality and/or privacy controls, based on their compliance with the AICPA’s (American Institute of Certified Public Accountants) TSC (Trust Services Criteria).

Telemarketing 52

Telemarketing B2C outsourcing Benchmark 52

CustomerSuccessBox

DECEMBER 9, 2021

This takes into account the downgrades or upgrades with customer growth. This is a simple KPI but takes into account the effect of Customer Success on the bottom line of your business. The Customer Success KPI benchmarks for companies. Just churn does not cover the full potential of the customer success department.

SaaS 52

SaaS Benchmark Customer advocacy Upselling 52

ChurnZero

MARCH 18, 2022

But I don’t want to disincentivize my best CSMs from taking the hardest accounts. If you tell me that we have this awesome land-and-expand model, we go in with a really low price, and then we have a dedicated expansion team that does these upsells, and I say, “Wow, what an amazing story. They got lucky. What’s your NRR?”

SaaS 98

SaaS Metrics Surveys Enterprise 98

Avaya

DECEMBER 1, 2016

According to the Wall Street Journal, 2016 Thanksgiving and Black Friday sales have already accounted for more than $3 Billion in “desktop spending”—aka, e-commerce. While many of these purchases are simply one click and a check off of gift lists, the customer probably made several decisions well before the submit-order button was activated.

Customer Experience 57

Customer Experience Multichannel Interactive Voice Response Contact Center 57

Amity

APRIL 15, 2016

When a customer success team encourages, influences and supports a customer’s journey, the customer continues to see value, uses more of the product through upsells and cross-sells, and becomes more loyal (aka sticky). So how do customer success teams expand a customer’s use of a product? Motivation.

SaaS 56

SaaS Benchmark Upselling Consulting 56

Amity

FEBRUARY 9, 2016

Every SaaS company sets their own benchmarks tied to activities they deem important to customer health in an attempt to keep customers engaged and happy—and ultimately reduce churn. Giving your sales team access to customer adoption and churn risk accounts can be very powerful. Do you know the health of all of your customers?

SaaS 66

SaaS Enterprise Benchmark Upselling 66

ChurnZero

JULY 9, 2020

Product Usage – is the account above 80% license utilization with high usage across all features? Plus, you can get your content in front of a wider audience and increase shareability since the interviewee will often want to cross-promote through their company site and accounts as well as their own personal networks.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

Cincom

MARCH 20, 2025

Businesses selling industrial equipment , software packages, or custom-built machinery must account for multiple variablescomponent compatibility, regulatory compliance, and customer-specific requirements. This level of precision and personalization builds trust, strengthens relationships, and long-term loyalty.

B2B 40

B2B Sales CRM Finance 40

CSM Practice

OCTOBER 15, 2019

A TSIA benchmark study on renewal rates showed that there is a 13.7 In some cases account executives or account managers are tasked with retention management in addition to their primary responsibilities. Resolving those problems result in increased renewal rate, increased adoption, and easier upsells.

Benchmark 40

Benchmark SaaS Journey mapping Customer centricity 40