Totango

MARCH 29, 2022

For Hannah Strickland, a customer success manager at Incident IQ , the use of Totango and HubSpot has been a game changer for her team’s understanding of their customer accounts. Increase product adoption and identify opportunities for upsell. Here’s how Totango and HubSpot help teams to create an improved customer journey.

Customer advocacy 97

Customer advocacy Upselling Accountability Sales 97

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

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. Upsell purchases. If the decision-maker isn’t engaged, the account is at risk. Showcase client case studies.

SaaS 109

SaaS Journey mapping B2B Feedback 109

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

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

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

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

SmartKarrot

DECEMBER 5, 2022

Benefits of augmented intelligence in account management. Account management is especially important for any SaaS (Software As A Service) business. While augmented intelligence brings a variety of benefits to account management, we can broadly divide them into three parts –. Case Study 1. Case Study 2.

Accountability 19

Accountability Management Finance Analytics 19

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

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

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

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

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

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

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

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

Callminer

FEBRUARY 23, 2021

Also, agents with insight into how customers have interacted with sales teams have increased upsell and cross-selling opportunities.” And callout culture means brands are held publicly accountable for their decisions. “More and more, today’s consumers are factoring in larger ideals (e.g.,

Call Center 376

Call Center Technology Banking Contact Center 376

SmartKarrot

OCTOBER 12, 2022

Customer account journey for B2B organizations can help with this. . The B2B customer experience is affected by various touchpoints throughout the customer account journey. So, how does one evaluate the account journey and make the necessary improvements? What is a customer account journey? So, let us get started.

B2B 10

B2B Accountability Brand ambassadors Customer advocacy 10

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 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

SmartKarrot

OCTOBER 28, 2022

What is Strategic Account Management? This approach is called strategic account management for enterprises (also known as key account management). The Responsibility of Strategic Account Manager. Do you want to handle both accounts equally? Like what you are reading? Sign up for our newsletter. contact-form-7].

Accountability 10

Accountability Management Upselling B2B 10

SmartKarrot

OCTOBER 13, 2022

However, many companies have different strategies and approaches when it comes to who should own/lead account expansion and how involved CSMs should be. You could offer them an extra set of features for the current product or service (aka an upsell). The best lifecycle stage for an account to upsell and cross-sell to customers.

Accountability 10

Accountability Management Upselling Customer advocacy 10

SmartKarrot

JUNE 16, 2020

A list of Top 8 SaaS Account Management Best Practices to help you grow your existing accounts and increase revenue. #1 1 Define Key or Strategic Accounts. The ideal Account Manager should be a problem solver who is sensitive to the client’s needs and spends time and energy to make them successful. 5 Build Stickiness.

Best practices 10

Best practices SaaS Accountability Management 10

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 60

Chatbots Customer Service Banking Healthcare 60

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

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

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

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

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

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

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 Personalization 52

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

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

CustomerSuccessBox

JULY 19, 2022

They want to set up a renewal process that includes different use cases. Study the customer account health. A customer success organization should design its brand evangelism strategies at this stage by reaching out to testimonials, reviews, case studies, and more. As a CSM, you must-.

Upselling 52

Upselling SaaS Best practices B2B 52

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

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

SmartKarrot

NOVEMBER 28, 2022

Work closely with Technical Account Managers and the development team to integrate, troubleshoot technical issues and provide 2-way feedback from and to customers. Identify upsell opportunities. Identify opportunities for upselling and cross-selling along with the Account Managers. Apply here: [link].

Upselling 19

Upselling Best practices Accountability Feedback 19