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.

Management 111

Management Upselling Sales Accountability 111

Inbenta

JULY 29, 2021

Upgrades or upselling management. Chatbots can be used as a sales upselling tool to suggest additional services, upgrades and offer upsell promotions to travelers who have already booked a flight. In 2021, tables have turned and online check-ins account for 50% of all the airline check-ins and only 27% happen at the counter.

Airlines 88

Airlines Chatbots Upselling Self service 88

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 74

Customer Experience Upselling Accountability SaaS 74

CustomerSuccessBox

FEBRUARY 14, 2019

The major KPIs of a Customer Success Manager are: Increase Lifetime Value (LTV) of the customers (by upsells, cross sells etc). Provide references, case studies, customer stories to Sales and Marketing. Case studies and testimonials help build trust among potential clients. Create upsell opportunities.

Management 67

Management Upselling SaaS Sales 67

ChurnZero

MARCH 31, 2023

Case studies have shown loyal customers spend more— up to six times more —over the customer lifetime. The authors refer to CSMs as “ growth engines ” and note “McKinsey benchmark data suggesting that existing customers account for between a third to half of total revenue growth, even at start-ups.” This isn’t merely a theory.

Benchmark 98

Benchmark B2B Accountability Consulting 98

Amity

APRIL 3, 2017

Generally speaking, CSAT is sent out after each contact made (or case solved) with your Customer Support Team. Customer Success Managers should get into the habit of checking the CSAT of the most recent interaction(s) their accounts may have had with support. This will help them have a better picture of the overall account sentiment.

Upselling 70

Upselling Metrics Feedback Accountability 70

Amity

MARCH 1, 2018

Not only should NPS be taken into account when calculating health, but it should trigger early warnings when dropping into passive or detractor territory. The feedback of a churned customer is invaluable, try triggering one last campaign for those accounts and ask for their feedback.

Customer advocacy 73

Customer advocacy Surveys Upselling Feedback 73

ClientSuccess

MAY 10, 2022

This includes the initial contract, of course, and any upsells, expansions, and renewals that may occur. Second, there is the value a customer account can bring outside of traditional revenue. Think about any potential product enhancement requests, advisory board placements, case study potential, customer speaking engagements, etc.

Upselling 59

Upselling Metrics Accountability Sales 59

ChurnZero

JULY 9, 2020

Celebrate (and Capitalize) on Success With Case Studies. Case studies are a mutually beneficial way to promote your product and your customer among interested audiences – so long as your features know their place in the story. Uncover Opportunities With Upsell Campaigns.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

NobelBiz

MAY 25, 2023

Increased Revenue Opportunities CDPs can increase revenue opportunities for call centers by providing more accurate and detailed customer profiles, which can help businesses identify new sales and upsell opportunities. 3 Omnichannel Support Today’s customers expect a seamless experience across multiple communication channels.

call center software 98

call center software Call Center APIs Contact Center 98

Totango

MARCH 2, 2021

T his illustrates why an effective approach to customer journey management must take into account the customer’s entire experience, not just one component. Case Studies. You can help make this a smooth transition by taking steps such as: Assigning account managers to new customers. Product webinars. Datasheets.

Upselling 63

Upselling SaaS Brand ambassadors Sales 63

inSided

OCTOBER 1, 2022

Use case library and customer case studies: help customers understand what’s possible and what they can do to drive adoption and upsell. Community opens up a whole new opportunity for account-based marketing, or micro-targeting, allowing you to targeting a specific account with a different message for individual accounts.

Upselling 52

Upselling Accountability Sales outsourcing 52

CustomerSuccessBox

MAY 16, 2022

A customer success tool is a software with in-built tools to provide a holistic view of your customer’s account health. All that to give you a holistic 360-degree view of your customer portfolio, monitor account health scores, create playbooks to facilitate onboarding, renewals, and upsells, set up alerts for risk and upsells, and more.

Management 52

Management Upselling SaaS Accountability 52

Amity

JULY 26, 2017

When making the case for Customer Success, make sure you understand what Customer Success can actually bring to the Sales team and how it will power not only retention and expansion but also acquisition. Without Customer Success, a lot of the Sales staff’s time is dedicated to account management. Offload Your Sales Team.

Sales 57

Sales Upselling Customer centricity Accountability 57

Amity

JULY 4, 2017

Not only should NPS be taken into account when calculating health, but it should trigger early warnings when dropping into passive or detractor territory. You can automatically send an NPS email to your key contacts when: An account goes from a lifecycle stage to another or when they reach specific milestones.

Surveys 66

Surveys SaaS Feedback Customer advocacy 66

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

CustomerSuccessBox

JULY 29, 2020

CS teams should maintain consistency with the metrics (like retention, upsell, NPS) but the targets should be discussed to make them achievable in these times. Puneet suggested that no CS team runs on a single KPI but rather a set of KPIs like logo retention, MRR Retention, Upsell etc. How should we talk about upsells and renewals now?

Upselling 52

Upselling Metrics SaaS APIs 52

Comm100

NOVEMBER 2, 2020

We have hand-picked some of the top chatbot examples to show you how you could use AI customer service bots across channels – 5 use cases across industries, plus one case study of how a chatbot resolved 91% of live chat inquiries. A customer support chatbot is a great way to amplify account-based marketing campaigns.

Chatbots 62

Chatbots Customer Service Banking Healthcare 62

Totango

AUGUST 14, 2020

Ideally, this long-term partnership will see your customer reach milestones with your help, expand their use of your product, and upsell or cross-sell in other ways. You can use your customer success software to set up a success plan for your customer , share the plan with your account contacts, and document progress on each objective.

Enterprise 78

Enterprise Feedback Upselling Accountability 78

Totango

DECEMBER 10, 2019

It’s also hard to ensure there’s a Customer Success Manager (CSM) assigned to every account and that key events in the customer journey receive the proper response. Not to mention, everyone—from sales to renewal teams—needs to access customer data and account histories. .

Customer retention 64

Customer retention B2B Enterprise Metrics 64

Amity

NOVEMBER 16, 2016

Increased customer upsells /cross sells. Really think through these points and make sure you are accounting for what they need to learn over the next couple of weeks. If so, they could be great case studies. Decreasing overall time to value for customers within your product. Increased customer references for Marketing.

Accountability 81

Accountability Feedback Upselling SaaS 81

CustomerSuccessBox

JANUARY 8, 2020

Customer success department’s responsibilities are slowly increasing to encompass several things like increasing LTV of customer base, reducing churn, providing references, case studies, customer stories to sales and marketing, providing feedback to product team, creating upsell opportunities, facilitating renewals, etc!

Upselling 52

Upselling SaaS B2B Metrics 52

CustomerSuccessBox

MAY 30, 2022

She instantly thinks about Mr. X, who has been the focus of numerous previous case studies and whose product usage has been positive. Now, the concern here is that as a CSM, you could easily overlook a ‘green’ customer account thinking it to be a healthy one! These rules have a threshold for upsell or risk signal generation.

Upselling 52

Upselling Calibration Engineering Big data 52

Inbenta

DECEMBER 14, 2021

They can push promotions in a specific timeframe and recommend or upsell insurance plans by making suitable suggestions at exactly the right moment. Support diversification by recommending, cross-selling, or upselling appropriate products. Ask: Provide account access and support. Case studies. Case study 1: AG2R.

Chatbots 52

Chatbots Upselling Average Handle Time Analytics 52

CustomerSuccessBox

MAY 9, 2022

The pros (new customer ARR, upsells) and cons (no new customer ARR, no upsells) should be highlighted on this Customer Success dashboard (downgrades and churn). Customers aren’t looking for technology or products for the sake of having them; they’re looking for answers to their problems. Customer Success KPIs.

Metrics 52

Metrics Upselling Customer advocacy CRM 52

JivoChat

JANUARY 17, 2021

The same proportion of B2B sales teams say account-based marketing (ABM) improves customer lifetime value , while 86% say it boosts win rates and 76% believe it delivers a higher ROI than traditional go-to-market strategies. For instance, let’s say your prospect is an account executive. Speaking to a dedicated account manager.

Accountability 52

Accountability Sales Upselling B2B 52

CSM Practice

JUNE 4, 2021

For example, conducting business reviews is expected to result in an increase in upsell revenues (See Expansion Revenues KPI example below). Also known as Upsell Revenues rate, this is a percentage that indicates how much revenue resulted from existing customers opting into additional products or services over a specific time period.

SaaS 52

SaaS Upselling Metrics CRM 52

CustomerSuccessBox

MARCH 10, 2022

For customer advocacy, write case studies, and ask for referrals! Figure out the upselling opportunities and act upon customer retention. And get alerts whenever there is a need to pay attention to their accounts. In order to do so, you need to roll out NPS and customer satisfaction surveys and collect the reviews.

Management 52

Management Customer retention SaaS Customer advocacy 52

Amity

MAY 25, 2016

8 years ago, it wasn’t even Customer Success -- it was Account Management. Customer Success is feeling more confident in what they bring to the table in acquiring new customers or growing accounts organically, and Sales is seeing what Customer Success can bring to the table in helping acquire new Customers.

Best practices 90

Best practices Metrics Sales SaaS 90

SmartAction

JANUARY 25, 2019

Case Study 1: Leading Healthcare Company Automates 75,000 Conversations per Month with Virtual Customer Assistant Solution. Case Study 2: TechStyle Fashion Group Uses AI Agents for a Full-Suite of Self-Service Options. Instructive Examples of AI Self-Service for Contact Center Leaders.

Virtual Agent 45

Virtual Agent Self service Healthcare Contact Center 45

Global Response

JULY 23, 2023

Sky-High Costs The Problem: Adding on a call center creates yet another line item that must be budgeted and accounted for—and in today’s economy, that’s a difficult problem to get around. We selectively match our specialists to each brand so they embody your culture at every customer touchpoint.

Call Center 62

Call Center outsourcing Bilingual agents Service level 62

Amity

JANUARY 20, 2016

While the charter of Customer Success is to drive product adoption and help customers unlock the value of your solution, many departments are stuck in red account hell. Often as much as 50% of that growth is upsell / additional seats / more revenue from your existing customer base. I have so many accounts, how do I prioritize them?

SaaS 48

SaaS Accountability Customer advocacy Upselling 48

Totango

JUNE 23, 2020

Strong scores could encourage you to take action in the form of upsell, cross-sell, and expansion campaigns , or by developing a customer case study or asking the customer to speak at an event. You can increase the effectiveness of your customer success actions by pairing accounts with the right team members.

Best practices 62

Best practices Brand ambassadors Surveys Enterprise 62

Amity

NOVEMBER 25, 2014

I recognized that in SaaS you had to have a more pervasive accountability to the customer. And not only did adoption increase, but most often this created a champion power user in that particular account and the CSM drove a 15-20% renewal rate increase on accounts that they were heavily engaged in compared to those they were not.

SaaS 48

SaaS Chief Customer Officer Upselling Accountability 48

CustomerSuccessBox

MAY 18, 2022

A dedicated AI-powered customer success platform aiding SaaS firms to onboard, retain, upsell and drive MRR. Suggested blog : Account Expansion: If You Want To Grow Fast, Do This…. Conversion XL (previous name) has a great piece of blog content that conveys actionable techniques and case studies that are backed up by solid data.

SaaS 52

SaaS Upselling Education Customer retention 52

CustomerSuccessBox

NOVEMBER 16, 2021

This could help your business in the form of renewals, upsells, and referrals as well. It’s important to engage the key stakeholders in the account “from day 1.” Resources- Blogs, Podcasts, Case studies, etc. Documented FAQs, blog posts , podcasts, customer case studies, etc.

Management 52

Management Upselling Feedback B2B 52

Amity

JUNE 10, 2014

Having timely visibility of logically correlated customer account data from all aspects of the organization is absolutely essential to establishing a life-long healthy relationship with the customer. And to accurately forecast, there is a strong dependency on the predictability and consistency of service delivery results.

Upselling 48

Upselling Engineering Analytics Metrics 48