ProProfs Blog

AUGUST 14, 2020

But the moment you reach the checkout page, you realize that you don’t have an account and are requested to sign up now. Sign Me Up for Free ProProfs Live Chat Account! A customer’s journey not only accounts for their investment towards your tools or services but also after it. Book a Demo. Webinar Registrations.

B2B 174

B2B Analytics Education Feedback 174

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

MARCH 21, 2019

Success in these areas leads to a more successful renewal and upsell phase. Increase upsell opportunities. Figure out how long it takes to educate customers on your product, then strive to maintain this period across your accounts. Increase Upsell Opportunities. Establish a customer nurturance program.

Enterprise 89

Enterprise Upselling Education Accountability 89

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

CustomerSuccessBox

JUNE 5, 2019

A SaaS customer goes through acquisition, onboarding, retention, and upsell. You look to deliver early value during the trial / demo to convert the prospect. Ultimately, you have to identify unmet needs so that you can upsell / cross-sell. Applying it back to health of an account, a single customer health score is a deception.

Best practices 89

Best practices SaaS Accountability B2B 89

Totango

FEBRUARY 7, 2019

Automate renewals and upsells. From helpdesk tickets to survey responses and account management engagement, you can organize and access information on any customer or segment within an actionable amount of time. Automate Renewals and Upsells. This video on automated renewals and upsells demonstrates how to approach the issue.

Best practices 82

Best practices SaaS Customer retention Upselling 82

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

NOVEMBER 10, 2017

When looking at leveraging the model, organizations should: build an early warning system with alerts and notifications; use it to forecast churn, renewal and upsell opportunities; set up trigger-based emails to nurture accounts back to good health; and make company health information visible to everyone in the company.

Upselling 77

Upselling Accountability Metrics Technology 77

Totango

APRIL 5, 2019

This could mean giving more attention to accounts that are in danger of churning or it could mean finding opportunities for upsells based on high usage rates. Gross upsell. Measure the number of active daily users in an account against the total number of licenses purchased. Let’s take a closer look at each metric.

Metrics 77

Metrics Upselling Accountability Enterprise 77

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

ChurnZero

JUNE 26, 2020

Decide if highly specific questions can wait to be answered during the demo to avoid probable question misinterpretation. when you collect information before scheduling a demo, decide if yes-no answers will suffice for your exploratory questioning/qualifying and if the vendor can expound upon their responses during the demo).

Technical Support 98

Technical Support Accountability Upselling Sales 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. And he was right.

Management 111

Management Upselling Sales Accountability 111

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

Totango

NOVEMBER 10, 2017

When looking at leveraging the model, organizations should: build an early warning system with alerts and notifications; use it to forecast churn, renewal and upsell opportunities; set up trigger-based emails to nurture accounts back to good health; and make company health information visible to everyone in the company.

Upselling 72

Upselling Accountability Metrics Technology 72

Kapta Customer Success

OCTOBER 2, 2017

The terms Key Account Management and Customer Success are often used interchangeably within organizations. Key Account Management Versus Customer Success. The goals of both Key Account Management and customer success are to retain and build relationships with customers. Relevant Industries. Customer Lifecycle.

Accountability 40

Accountability Management B2C Upselling 40

Totango

MAY 3, 2019

Plus, current customers are more likely to make major purchases or upsells. Customer success platforms offer visibility of every customer’s account and history. Totango offers the functionality you need to deepen customer relationships, track the customer journey, take advantage of upsell or cross-sell opportunities, and prevent churn.

Enterprise 83

Enterprise Upselling Feedback Advertising 83

Totango

FEBRUARY 28, 2019

This phase leads you into the renewal and upsell process. Renewal/Upsell. It’s a simple measurement of the difference between the number of active daily users in an account and the total number of licenses purchased. Request a demo or explore Spark today to start improving your customer relationships. .

Metrics 83

Metrics Upselling Accountability Enterprise 83

Totango

JUNE 6, 2019

Keeping a close watch on the customer health scores it generates—a live measurement of combined business-related metrics that determine the customer experience—will tell you how to engage with each account. If a customer’s health score is high, they may be ready to renew early or may be a candidate for upsell and cross-sell opportunities.

Enterprise 95

Enterprise Upselling Accountability Best practices 95

Totango

JUNE 11, 2019

Accounts should be tracked and routed to customer success team members or managers for proper engagement. Happy customers are loyal, and not only are they apt to accept upsell or cross-sell offers, but they may even give your business good word-of-mouth, which is invaluable for your brand’s reputation.

Customer centricity 96

Customer centricity Best practices Upselling Feedback 96

ClientSuccess

FEBRUARY 8, 2023

The Account Executive (AE) that closed the initial – new logo – sale continues to collaborate with the CSM throughout the relationship and owns any expansion opportunities and the renewal. I’ve seen several titles associated with this role – Account Manager (AM), Renewals Specialist, Customer Account Executive, Client Executive, etc.

SaaS 71

SaaS Upselling Accountability Sales 71

ChurnZero

JUNE 15, 2023

With less budget to go around, some SaaS companies are merging customer success and account management into one function that’s responsible for an account’s business strategy, product adoption, and value realization, as well as its renewal and expansion. number of daily logins) to the account level.

CRM 96

CRM Sales Accountability Analytics 96

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. Even then, you should constantly monitor adoption rates to identify potential risk and upsell opportunities. Maintaining Customer Success Effort. Image courtesy Rido81. .

SaaS 76

SaaS Upselling Customer retention Benchmark 76

Totango

JUNE 4, 2019

If the lifeblood phases of upsell, cross-sell, and renewal are outcomes based on customer experience , then direct customer testimony of that experience is invaluable. Health scores offer a comparable, hierarchical view across accounts and indicate how to proceed. Voice of Customer is all about collecting, listening, and learning.

Upselling 83

Upselling Feedback Enterprise Surveys 83

Totango

JANUARY 9, 2020

Being mindful of your customers’ goals will help you identify upsell opportunities that offer them additional value. . That’s the ideal way to approach upsells: only pursue an upsell or cross-sell if it will genuinely benefit the customer. Or, request a demo to try using Spark yourself. To learn more, explore Spark.

Upselling 66

Upselling Best practices Accountability Personalization 66

Totango

JUNE 25, 2019

By sharing the insights of these multi-dimensional data streams across your enterprise, you increase accountability for the customer experience and create a customer-centered enterprise that is poised to effectively deliver customer lifetime value. Unlike renewals, upsell opportunities are not tied to a specific timeframe.

Upselling 69

Upselling Enterprise Metrics SaaS 69

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

Totango

SEPTEMBER 13, 2022

Expansion of product usage through upsells. Still, manual actions may be required for achieving certain objectives, particularly with high-touch accounts and for certain support tickets. Your customer success playbooks should be keyed to the stages of your customer journey. These include: Freemium to premium conversion. Onboarding.

SaaS 93

SaaS Upselling Best practices Customer retention 93

Totango

JUNE 20, 2019

Using this information, you can see how your customer is adopting your product using key indicators, including: License Utilization: The number of seats actively taken up within an account. So, why do some accounts report low user adoption? Request a demo to explore Spark and start boosting adoption rates.

Metrics 88

Metrics Upselling Feedback Accountability 88

Hodusoft

MARCH 5, 2025

Almost the same number of people said that they created an account because the site wanted them to do just that. Online retailers have crucial information and transaction history of buyers, which enables them to upsell as well as tailor their offerings, deals, and communication. Ask for a Free demo!

Abandon rate 52

Abandon rate Contact center software Interactive Voice Response Contact Center 52

Totango

JANUARY 31, 2019

By combining these measures into an overall picture of customer engagement, you can assign a comparable score for each account and prioritize your customer success strategy accordingly. All these metrics create an overall engagement score , which you can use to compare and prioritize accounts. Identifying active users.

SaaS 79

SaaS Metrics Accountability Education 79

Totango

APRIL 13, 2021

GRR can never exceed 100% because even if you maintained renewals of all accounts without any churn or downgrades, you’d still have the same MRR at the end of the month that you had at the beginning. This can lend you insight into how well your cross-sell and upsell strategies are working. GRR can only go down from 100%, not up.

Upselling 71

Upselling Customer retention Metrics Enterprise 71

Totango

JANUARY 29, 2021

Successful customers become more likely to make cross-sell and upsell purchases. Usage for key feature has dropped X% – make contact with the account. Low NPS from key contacts – review customer account and initiate follow-up. With an improved customer experience, churn rates decrease, increasing retention.

Best practices 85

Best practices Benchmark Upselling Accountability 85

Totango

JANUARY 4, 2019

Now more than ever, winbacks, upsells, renewals, referrals, and feedback cannot be passive items on a checklist. The best customer success software will offer graphical representations of all of your enterprise’s customer accounts, product lines, and channel partners. Request a demo to explore Spark and start thinking customer first.

Customer centricity 79

Customer centricity SaaS Marketing Enterprise 79

ChurnZero

JANUARY 17, 2020

The approach that may have worked for managing a small number of customer accounts can prove an obstacle as your company scales. Plays allow your team to automatically engage with clients based on specific factors, enabling account management that is more proactive, timely and impactful for the client.

Best practices 72

Best practices Upselling Accountability SaaS 72

ClientSuccess

SEPTEMBER 27, 2018

This will ensure that if (or when) there are issues, upsell conversations, or any signs of confusion down the road that you can bring in other voices into the conversation. This insight helps customer success teams know who to connect with – and how to connect with them – to proactively serve and retain customer accounts. a necessity.

SaaS 74

SaaS Finance Metrics Upselling 74

ClientSuccess

JANUARY 11, 2023

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. Learn more about how ClientSuccess can help your company develop a strong customer success methodology and strategy with easy-to-use customer success software by requesting a 30-minute demo.

Benchmark 80

Benchmark Upselling Education Best practices 80

ClientSuccess

DECEMBER 12, 2022

While starting new employees on the desired model is straightforward, existing CSM team members are relying on their base salary, which should be taken into account when migrating them away from that structure. At Omniture, one Strategic CSM in EMEA was a vital part of driving value for an esteemed Global Fortune 100 customer one year.

Management 87

Management Sales Accountability Upselling 87