Totango

APRIL 2, 2019

This is also a good time to add upsells to accounts that have high customer health scores. Health scores indicate which customers may be receptive to cross-sell or upsell offers and which ones might require extra attention from your success team. Customize Notifications and Health Scores. How would they define success?

Journey mapping 110

Journey mapping Upselling Accountability Feedback 110

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. Customer Success is a concept that isn’t well defined. Or what if it is more than just one function?

Upselling 98

Upselling Accountability Sales Management 98

ProProfs Blog

DECEMBER 4, 2020

A great example of this is how Netflix is combining customer service and product promotions with its social accounts. Identify Opportunities to Upsell & Cross-sell. Both marketing and customer service teams can help you cross-sell and upsell that ultimately helps you boost your revenues. Netflix and chill? No, really.

Marketing 147

Marketing Customer Service Upselling Customer Support 147

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

Totango

AUGUST 21, 2020

SC: Health scoring is a good example of this, however all of the data / KPI definitions can be a good example. As Keith also shared, the field was hungry for this opportunity to collaborate and have easy access and visibility to their broader customer and account team. Advice for others going down that journey? We are 18 months in.

Upselling 117

Upselling Accountability Metrics SaaS 117

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

ClientSuccess

OCTOBER 2, 2019

We often hear the roles of Customer Success Manager (CSM) and Account Manager (AM) used interchangeably. The ultimate difference between a Customer Services Manager and an Account Manager is both in their area of concentration and how each target their customers. . Let’s talk about Account Managers first.

Accountability 47

Accountability Management Upselling SaaS 47

Amity

SEPTEMBER 17, 2015

Accounting has Quickbooks. First, a definition. They were definitely on to something. If your customer success organization is managing renewals and upsells, you will definitely want to provide accurate reports of renewal stats and upsell revenue. As the director of customer success, what will you report?

Upselling 72

Upselling SaaS Metrics Sales 72

TechSee

APRIL 13, 2021

This positions them to build the kind of valuable customer relationships that can more easily drive revenue through upsells, like extended warranties, service contracts, or replacement parts. With labor accounting for 70% of customer service costs, offloading interactions to self-service channels definitely lowers costs.

Customer Service 124

Customer Service Self service Upselling Sales 124

Lumoa

MARCH 20, 2018

We have explained each term and definition and provided lots of extra sources, if you want to dive deep into the topic. sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. So let’s start!

Customer Experience 60

Customer Experience Journey mapping B2C B2B 60

ChurnZero

JULY 2, 2021

In this article, you’ll learn: Differences between Net Revenue Retention, Gross Revenue Retention, and Customer Retention with definitions and examples. Example: Your business enters January with an MRR of $27,000 and exits January with an MRR of $35,000 (due to upsells) from the same customers at the start of the month.

Customer retention 97

Customer retention Metrics Upselling Chief Customer Officer 97

ClientSuccess

JUNE 17, 2019

In today’s world of SaaS customer success, most CSMs and/or Account Managers are held to some sort of revenue goal. Whether that revenue comes from an upsell, cross-sell, expansion, or something else, it’s still new revenue attributed to the customer. This is what’s commonly known as joint account planning.

Accountability 42

Accountability Upselling SaaS Feedback 42

ChurnZero

OCTOBER 12, 2021

Onboarding Hero – Definitive Healthcare. Definitive Healthcare’s passion is to transform data, analytics, and expertise into healthcare commercial intelligence. We’re excited to recognize Definitive Healthcare as a winner of the Onboarding category for the 2021 ChurnHero Awards! Advocacy Hero – Affise.

Healthcare 98

Healthcare Accountability Metrics Surveys 98

TeamSupport

AUGUST 25, 2022

Almost definitely, too bad they only just missed the invention of the internet. 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.

Upselling 98

Upselling Metrics Benchmark Analytics 98

ProProfs Blog

SEPTEMBER 28, 2018

Is C-3PO going to be able to upsell a customer on another product/service your company makes because of his positive interactions with them? Definitely not. Increased Sales: Chat not only keeps consumers from abandoning online shopping carts and order forms, but it can also be an upselling and cross-selling tool. Tweet this.

B2B 159

B2B Chatbots Upselling Interactive Voice Response 159

CSM Practice

DECEMBER 8, 2019

Revealing opportunities for cross-sells and upsells. Step 2: Map the Top 10 Reasons with Accounts. Each CSM identifies at-risk accounts for each of the top ten reasons. One customer account may be associated with multiple churn reasons, and input from each CSM is collated into a single spreadsheet. Other Resources.

SaaS 88

SaaS Customer retention Accountability Feedback 88

Totango

AUGUST 14, 2020

Ultimately, you and your customer must create your own customer success definition that is measurable, flexible, and equates directly to real-world growth. Creating Better Customers, by Definition. Reconsidering Your Customer Success Definition. The goal of this ongoing delivery of value is to create better customers.

Enterprise 80

Enterprise Feedback Upselling Accountability 80

ChurnZero

OCTOBER 1, 2022

The Q&A portion of the webinar dug into CSQLs deeper—covering the ideal time to roll out a CSQL model and the biggest pitfalls of its implementation—while also delving into whether CSMs should close upsells, and how to assign CSM books when they own expansion. Q: Should CSM roles close upsell deals? I have worked it as a CSM.

B2C 97

B2C Upselling B2B Accountability 97

ChurnZero

AUGUST 27, 2021

The average CSM has between 16 and 200 active accounts at a time. Multiply that by 30 active accounts, and you’ve lost 60 hours to manual data digging. Well, that’s the general idea, but it was definitely a labor of love. Let’s say that it takes your CSM a solid two hours to prepare a QBR deck.

Metrics 98

Metrics Upselling B2B Accountability 98

delighted

MARCH 4, 2020

CXM also uncovers opportunities to upsell current customers — if you are able to deliver better experiences to customers, then up to 86% of buyers will be willing to pay you more for the same services. 20 Customer Experience terms, definitions, and resources Delighted’s retail customer experience guide for 2020 and beyond What is digital CX?

Customer Experience 52

Customer Experience Management Journey mapping Surveys 52

ChurnZero

MAY 31, 2019

This is when a customer who used to be your advocate or main point of contact at an account has left their role at the company, leaving you championless, making the likelihood of a renewal uncertain. This is definitely not what you wanted to hear. Today, we are going to talk about a championless churn monster. What do you do?

Upselling 75

Upselling Customer retention Accountability Metrics 75

GetFeedback

MAY 9, 2019

We’ll go into more detail below as to why, but for now, here is our definition: Great customer experience means meeting or exceeding the expectations of your customer during all interactions with your company. Yes, you can steal that definition. In fact, you’ll find many articles dance around this question. We won’t mind. .

Customer Experience 134

Customer Experience Journey mapping Metrics Customer centricity 134

Outsource Consultants

FEBRUARY 14, 2025

Here are six game-changing ideas for AI-driven CX that Id definitely be testing in 2025: 1. Imagine your VIPs or high-value accounts stuck in automation loops, sitting on hold, or screaming at a chatbot! AI Predictive Upselling: Smarter Offers at the Right Time People arent anti-upsell. Theyre anti-bad upselling.

Upselling 67

Upselling Scripts Interactive Voice Response Banking 67

ProProfs Blog

APRIL 17, 2020

8: Average Revenue Per Account. #9: And by giving up, we mean closed accounts, stopped renewing services, canceled subscriptions, or did whatever it takes for them to be considered inactive. The first column is supposed to include each customer’s account ID. Increase your chances to upsell. . 3: Expansion MRR Rate. #4:

Metrics 142

Metrics Customer retention SaaS Surveys 142

ChurnZero

OCTOBER 8, 2021

You start as a company of 10, signing up every employee with a Google Drive account. As your business grows, you’ll have more employees to sign up with a Google Drive account, plus the storage space you need will increase. A large number of opened accounts with the SaaS business. . Yet, over time, your demands will change.

SaaS 98

SaaS Metrics B2B Enterprise 98

ClientSuccess

NOVEMBER 1, 2018

In a recent article , Patrick questions the overall definition of customer success, echoing a common sentiment in the industry: is customer success about combating churn or is it focused on upsells and renewals? On top of that 10%, organizations with a dedicated ‘Account Manager’ role see another 5% bump in retention.

Upselling 61

Upselling SaaS Accountability Sales 61

Callminer

SEPTEMBER 14, 2020

For instance, a call center business analyst might recommend implementing an interaction analytics solution for a collections and accounts receivables management (ARM) firm to ensure that call center agents meet compliance requirements for debt collection. The optimal role of a business analyst in the call center is to…”.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Amity

OCTOBER 31, 2016

Almost immediately, we started to scale the team to enable us to be more proactive to ensure we were able to do all the things that Customer Success does best: onboarding, coaching, renewals, upsell, support, and services. Definitely. If I had to sum it up, everything post-sale is the domain of the Customer Success team.

Coaching 0

Coaching Upselling Engineering Marketing 0

ChurnZero

APRIL 15, 2021

Make your Customer Success team comfortable with upsells and cross-sells. Bearing this in mind, a definitive answer to whether Customer Success or sales should own expansion doesn’t exist. When I first started at TrustRadius, we did not have an account management function,” says Griffin. It was with mixed success.

Upselling 64

Upselling Sales Accountability SaaS 64

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. Optimizing your customer onboarding may not be your only priority, but it should definitely be high on your list.

Journey mapping 99

Journey mapping SaaS Upselling Enterprise 99

Education Services Group

JULY 28, 2019

You wouldn’t ask your accountant for help with child care. One initial segmentation technique that seems obvious but is often overlooked is to determine what’s contained within the definition of “customer” in the first place. Who on your team, for example, is responsible for upselling or cross-selling?

Accountability 40

Accountability Journey mapping Marketing Upselling 40

delighted

MARCH 4, 2020

CXM also uncovers opportunities to upsell current customers — if you are able to deliver better experiences to customers, then up to 86% of buyers will be willing to pay you more for the same services. 20 Customer Experience terms, definitions, and resources. Create a free account and get started today! What is digital CX?

Customer Experience 44

Customer Experience Management Journey mapping Surveys 44

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

MARCH 4, 2022

When delivered manually, it may be handled by dedicated customer service agents or by other company representatives, such as account managers and customer success managers. They have different definitions, purposes, methods and tools. In many cases, a dedicated customer success manager is assigned to an individual customer account.

B2B 98

B2B Customer Service B2C Interactive Voice Response 98

ChurnZero

MARCH 22, 2019

Rob: I would say there are definitely certain ways to go about it, and I think it all depends, and is why we will do a whole research report on that spending data. 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

ChurnZero

JULY 17, 2020

Account Executive – A hunter. Account Manager – A farmer. The person who constantly has conversations with your accounts whenever there is an opportunity for upselling and expansion. With a clearer understanding of the role, the Renewal Manager can definitely focus on the whole process. .

Sales 59

Sales Chief Customer Officer Upselling Accountability 59

Satrix Solutions

NOVEMBER 2, 2020

To combat this, companies turn to existing customers for upsell / cross-sell opportunities to offset lost revenue from downgrades or cancellations. You get that when you have very low churn and high opportunity for upsell & cross sell. You said as well, referrals and reference accounts, and testimonials, all those things.

Upselling 78

Upselling Metrics B2B Sales 78