Help Scout

MAY 27, 2021

When considering customer success and account management, it’s valuable to consider them as complementary teams rather than interchangeable groups or, worse, competitors. There are a few things that differentiate customer success from account management. What is account management? Key components of account management.

Accountability 66

Accountability Management Upselling Education 66

ClientSuccess

OCTOBER 25, 2022

In addition to managing the day-to-day health and support of customer accounts, CSMs are tasked with building a strategic vision for customers and reviewing future challenges, wins, and opportunities. . What is a customer account review? Customer account reviews can happen on a quarterly, bi-annual, or even annual basis.

Accountability 74

Accountability Upselling Metrics Sales 74

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

CustomerSuccessBox

APRIL 27, 2022

Upselling is crucial for any B2B SaaS business. So, having B2B SaaS upselling strategies is vital for your business growth. If yes, then it might be time to set the ball rolling for an ‘Upsell’ conversation. Putting an upsell plan in place, knowing the strategies, etc. Why are B2B SaaS upselling strategies important?

Upselling 52

Upselling B2B SaaS Feedback 52

Call Design

JANUARY 21, 2021

During these calls, AI can suggest specific products for your agents to upsell to customers. Most of your customers will be on social media, and a lot of them are probably following your accounts. Upgrade Old Technology. Updating legacy phone systems might be the best first step for your contact centre to make in 2021. Social Media.

Upselling 167

Upselling Coaching Consulting Consulting 167

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 Journey mapping Metrics 124

ClientSuccess

SEPTEMBER 17, 2021

From renewals to upsells to expansion, the CSM is often the person who either opens up this conversation with a customer, announces to a customer that it is time to start having these sorts of discussions, or loops in a salesperson when the timing is right. Here are five telling signs your customer might be ready for an upsell discussion: 1.

Upselling 52

Upselling Accountability Sales Marketing 52

Comm100

OCTOBER 19, 2022

This is a verification of an individual’s identity if they make a transaction or if the bot needs to access a bank account during the chat. #3 They can also be used to start conversations with visitors, qualify leads, upsell, or even get a prospective client to subscribe to your email newsletter. Personal Scan. 3 Visual Flow Builder.

Chatbots 98

Chatbots APIs Analytics Upselling 98

Totango

JULY 1, 2022

This blog will look at why customer loyalty is vital for B2B SaaS businesses and how successful companies effectively cultivate it. In a B2B SaaS context, SaaS customer loyalty is expressed primarily through actions like subscription renewals, upsell purchases, referrals and product engagement.

B2B 114

B2B SaaS B2C Upselling 114

TeamSupport

DECEMBER 7, 2020

On the other hand, when 70% or more of revenue comes from existing customers 1 , you must pay close attention to indicators that a customer might be increasing seats or adding user groups to ensure you don’t miss a valuable upsell opportunity. Upselling Other Products or Add-Ons. The system will just let them know.

Customer Support 98

Customer Support Upselling B2B Sales 98

ClientSuccess

MARCH 2, 2021

This is especially true for Account Executives and Customer Success Managers – two roles that work extremely close with customers (and each other) and tend to be rolled into one when thinking about customer account management . Here are three important differences between CSMs and AEs: 1.

Accountability 62

Accountability Management Upselling SaaS 62

ProProfs Blog

DECEMBER 4, 2020

A great example of this is how Netflix is combining customer service and product promotions with its social accounts. In this blog, we’ll help you explore the effects of customer service and marketing on each other, why they should be used together, and how to integrate customer service in a marketing plan. Netflix and chill?

Marketing 147

Marketing Customer Service Upselling Customer Support 147

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 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 Accountability CRM 104

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

ShepHyken

JULY 1, 2022

You can read some reviews about the location and some blog posts. . Over time, the AR category is likely to account for a considerable revenue share. Grow revenues & increase sales through upselling & cross-selling . These are accessible to people who seek better information on travel and specific locations.

Airlines 191

Airlines Upselling Customer Experience Chatbots 191

Nicereply

NOVEMBER 19, 2020

Some leaders see it as a sales function focused on renewals and upsells. And some companies see it as account management, ensuring the customers’ business inquiries post-sale are handled with care. The post How Unifyed is Focusing the Responsibilities of a Customer Success Team appeared first on Customer Happiness Blog.

Upselling 98

Upselling Accountability Sales Management 98

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

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

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

Beyond Philosophy

APRIL 14, 2022

Let that upsell be someone else’s job. Can I please have your account number?” This blog was written in partnership with Zendesk. The customer’s situation would have been resolved automatically by a feature at a higher plan level. Customers don’t want to hear, “Hi!

Contact Center 195

Contact Center Upselling Education Engineering 195

ClientSuccess

MARCH 9, 2020

As part of this mission, customer success managers (CSMs) are responsible for the ongoing ‘success’ of a customer account. These are often hard numbers that executives can easily measure or account for. Amazing customer experiences often lead to recommendations and testimonials, which in turn usually mean an account renewal or upsell.

Customer Experience 97

Customer Experience Upselling Accountability SaaS 97

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

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

Nicereply

MARCH 16, 2022

Some treat Customer Experience as a synonym to Customer Success, others see Success and Support as part of the CX team, and still, others prefer it reports into Sales as a way to increase upsells and renewals. For example, a dedicated account manager and phone support for our highest value customers. What a fantastic model!

Sales 111

Sales Customer Experience Upselling Self service 111

CustomerSuccessBox

MAY 18, 2022

Searching for blogs in the arena is getting accessible slowly and it’s time you leverage the essential knowledge these blogs have to offer, to flourish! Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022! Suggested blog : Account Expansion: If You Want To Grow Fast, Do This….

SaaS 52

SaaS Upselling Education Customer retention 52

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

CustomerSuccessBox

JUNE 5, 2019

A SaaS customer goes through acquisition, onboarding, retention, and upsell. Ultimately, you have to identify unmet needs so that you can upsell / cross-sell. At each stage, you need some kind of a health score to evaluate the status of the account and decide how you would engage with the account to take it ahead in the journey.

Best practices 89

Best practices SaaS Accountability B2B 89

Totango

DECEMBER 3, 2021

Totango offers two ways to calculate and track customer health: Account Health and Multidimensional Health. Account Health . Account Health focuses on a customer’s health score, which takes multiple dimensions of customer data metrics and classifies them into a single representation of green, yellow, or red.

Metrics 99

Metrics Accountability Upselling Enterprise 99

Vcaretec

JUNE 6, 2022

We plan for the peak days , we have a rigorous process for both long-form customer support calls and 30-second quick-resolution calls, and we train our staff to identify upsell and cross-sell opportunities naturally during support interactions. Ensure that your agents are trained to spot upsell and cross-sell opportunities.

Customer Care 96

Customer Care Upselling Accountability Education 96

Beyond Philosophy

FEBRUARY 3, 2022

Framing this situation in terms of Naïve to Natural, a Naïve or Transactional company would start the operational process to get the customer serviced, probably by asking for an account number. They want to upsell, cross, sell, whatever. It is also essential to determine how the different moments in an experience make customers feel.

Journey mapping 195

Journey mapping Customer centricity Consulting Consulting 195

ClientSuccess

JULY 13, 2021

They’re project managers, act as a liaison between customers and other teams, escalate incidents and issues, keep customers moving forward in their project plans, and are responsible for the general well-being of customer account health. How can you broach this upsell opportunity, and when? How will this impact their current program?

Accountability 52

Accountability SaaS Upselling Best practices 52

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

TeamSupport

MARCH 3, 2021

In Part 1 of this blog series we introduced the new imperative for customer support and customer success—achieving success for your customers… and for your bottom line. Proactive customer engagement accounts for more than a quarter (28%) of Support interactions and grew by 14% from 2019 to 2020. Learn more at TeamSuccess.com.

B2B 98

B2B Upselling Customer retention Customer Support 98

Totango

AUGUST 11, 2022

Digital interactions that inform SaaS client relationships span the range of the customer journey , from pre-purchase marketing engagements to onboarding to subscription renewals, upsells and brand advocacy. Blog content consumption. Upsell purchases. If the decision-maker isn’t engaged, the account is at risk.

SaaS 113

SaaS Journey mapping B2B Upselling 113

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

ClientSuccess

SEPTEMBER 3, 2020

Ideally, most objectives are quantitative and aligned to the important KPIs of the business (retention, upsell, cross-sell, NPS, # of case studies, etc.). At Omniture, one of our Strategic CSMs in EMEA was assigned to a strategic account that was a Global Fortune 100 company. Shortcomings of Base + Bonus Model. And he was right.

Management 111

Management Upselling Sales Accountability 111