CSM Practice

NOVEMBER 4, 2020

However, business growth cannot be achieved by simply implementing upsell and cross-sell strategies. Upsell Campaign : Low-touch focused and discount-driven expansion campaign. Veriforce drove a deeper adoption and higher value for customers that also resulted in several new opportunities for upsell. The Upsell Campaign.

Upselling 75

Upselling Sales Accountability Service level 75

Pointillist

SEPTEMBER 10, 2020

Take, for example, a customer desiring to move money from one account to another via their mobile phone. In contrast, organizations that use a journey-based approach can take a much more comprehensive set of behaviors into account—including inaction in a parallel Device Activation Journey. Their goal is to expand their service.

Personalization 128

Personalization Interactive Voice Response Enterprise Upselling 128

Totango

DECEMBER 3, 2020

CS professionals now attest that their bonus structures are tied to company performance, renewals, net retention, upsells, and account health. . Account Health (Cited by 47% of Respondents): Customer health scores illustrate whether a client is ready for an upsell, at-risk of churning, or anywhere in between.

Upselling 65

Upselling Accountability Enterprise Metrics 65

Totango

APRIL 4, 2024

I recently hosted a webinar with four leaders from our team to learn how they work together to bolster retention, expansion, and upsells as a truly unified CS and sales front. One tool that Katie finds helpful in her role is a RACI matrix that designates accountability to relevant stakeholders involved in a project, task, or decision.

Sales 94

Sales Upselling Accountability SaaS 94

ChurnZero

JANUARY 26, 2021

From technical support to renewals and upselling, this role might be one of the most confusing and misunderstood jobs in all of tech. . Finally, because this is a customer-facing tool, we won’t be using it to document internal strategies for engaging and growing a customer account. Executive Sponsor: . Primary Contact(s): .

Management 98

Management Chief Customer Officer Upselling SaaS 98

ChurnZero

OCTOBER 8, 2021

For instance, let’s say you’re a growing business needing document management software to securely store your business documentation. You start as a company of 10, signing up every employee with a Google Drive account. A large number of opened accounts with the SaaS business. . This is where you’re heading.

SaaS 98

SaaS Metrics B2B Enterprise 98

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. To eliminate the need for manual data entry, try integrating your CRM with a software solution that can auto-populate data into your document.

Metrics 98

Metrics Upselling B2B Accountability 98

Totango

JUNE 24, 2022

On the other hand, when data reflects high customer satisfaction, CS teams can extend upsell offers or referral invitations. For example, you might divide your customers into groups based on product usage levels and have different automated actions triggered based on which category a given account falls into.

Best practices 109

Best practices SaaS Journey mapping B2C 109

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. Your checklist serves as a reference document that your customer success team and customers can consult.

Journey mapping 99

Journey mapping SaaS Upselling Enterprise 99

ChurnZero

SEPTEMBER 27, 2024

1: To hold customers accountable for outcomes, practice “proactive reactivity” Q: How do you hold customers accountable? Keishla : Accountability in business relationships is key. The post How to hold customers accountable, and other outcomes based customer success best practices appeared first on ChurnZero.

Best practices 52

Best practices Accountability Sales Feedback 52

CCNG

OCTOBER 19, 2022

Forrester, 2016) 39% of companies don’t keep a documented list of customer experience projects that are currently underway. Zendesk, 2022) More than 70% of customers expect agents to have access to all information relevant to their account and query.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

TechSee

JULY 17, 2018

Instead of entering his account details, confirming his bill amount, and then entering the 12 digits of his credit card, expiry date, 3-digit security code, and confirming multiple times – he can simply upload an image of the bill and credit card. For example, imagine that a customer would like to pay his electricity bill via the IVR.

Wait times 114

Wait times Interactive Voice Response Self service Call Center 114

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

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. This document should consist of two columns. The first column is supposed to include each customer’s account ID. 7: LTV/CAC Ratio.

Metrics 142

Metrics Customer retention SaaS Surveys 142

ClientSuccess

OCTOBER 18, 2022

Managing customer accounts is no longer contained to spearheading implementation and being on call to help customers through issues. Taking detailed notes, documenting the outcomes and decisions made, and sharing these action items with both sides is critical. Were these goals met? What action items came out of the conversation?

Best practices 72

Best practices Upselling Coaching Accountability 72

CSM Practice

JANUARY 13, 2021

For many startup companies, the renewal process usually begins with the personnel in charge of the account reaching out to customers to start the renewal conversation. Account review and summary of previous interactions. Account review and summary of previous interactions. Document goals and use as a baseline KPI.

SaaS 98

SaaS Customer centricity Accountability Education 98

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. Additionally, it’s important to look for documentation that is up-to-date and well-maintained.

call center software 98

call center software Call Center APIs Contact Center 98

Totango

JULY 8, 2021

Many of the companies we talk to today all have the same challenge: they are sick and tired of firefighting their customer accounts. With this system, alerts are automatically generated about any customer who requires attention – be it a customer with deteriorating health or an upsell opportunity that is set to renew soon.

Upselling 66

Upselling Accountability Customer retention Metrics 66

Mindtouch

OCTOBER 23, 2017

Renewals and upsells matter more. Companies are increasingly adopting subscription-based business models so customer renewals and upsell metrics beat any cost-saving KPI. Mobile is already the predominant channel of engagement accounting for most searches on Google.

Self service 65

Self service Upselling SaaS Customer Support 65

ClientSuccess

OCTOBER 25, 2021

Total percentage of contacts engaging with content, either marketing, educational or upsell related. Some key metrics here include: The successful documentation of partnership objectives. Total number of contacts (and account decision-makers) serving as customer advocates. Leading Indicator 2: Successful Onboarding.

Metrics 64

Metrics Upselling SaaS Education 64

JustCall

FEBRUARY 5, 2020

Be it the functions of a sales team or the support, accounting or product management, the education market has been facing the following several challenges with growth. heavy paperwork leading to errors in accounting. Also, specific notes, tagging, and pipelines would assist the sales team in upselling and cross-selling.

Education 84

Education CRM Sales Upselling 84

ChurnZero

JANUARY 17, 2020

Prior to deploying a Customer Success p latform, many companies find their CS operations comprised of an endless web of spreadsheets and unorganized documentation. The approach that may have worked for managing a small number of customer accounts can prove an obstacle as your company scales.

Best practices 72

Best practices Upselling Accountability SaaS 72

Amity

JANUARY 27, 2016

You need to chalk out a standard procedure, depending on types of accounts, as to how you shall help them, coach them and mentor them at appropriate junctions. • The Link Between Customer Success, Retention, and Upsells. Expanding revenue from existing customers leads us to the topic of upsells. When I win, you win.”

Upselling 57

Upselling SaaS Best practices Sales 57

Solvvy

JUNE 17, 2021

Scribd’s platform offers access to the best ebooks, audiobooks, magazine articles, documents, and more for over a million people around the world. Automation and personalization also serve an important role in retention, sales enablement, and upsell opportunities. Premium Service for Premium Customers.

Personalization 71

Personalization Customer Experience Chatbots Upselling 71

ChurnZero

OCTOBER 12, 2021

With ChurnZero, they were able to assign a customer health score to each of their clients to gain a better line of sight on accounts at a higher risk of turnover. And lastly, they introduced more direct touchpoints in the first 90 days to promote active account engagement and address any issues, concerns, or updates to the customer journey.

Healthcare 98

Healthcare Accountability Metrics Surveys 98

inSided

OCTOBER 1, 2022

That includes your product release documentation, your LMS system, your support case portal, and your status page—all in one place. For the Cognite hub, that included: New customer welcome pack : what to expect, CS team plan in first 30 days, access to onboarding documents. Integration to support and documentation via federated search.

Upselling 52

Upselling Accountability Sales outsourcing 52

Amity

FEBRUARY 11, 2018

Any tickets where customers are flustered need to be documented and acted on appropriately. For instance, they knew it took 20 seconds to integrate a Twitter account. They’re likely great candidates for upsells, as they go out of their way to use the product instead of cancelling.

APIs 76

APIs Upselling SaaS Self service 76

Cincom

MAY 8, 2024

Lack of Renewal/Upsell Opportunities: Limited visibility into customer purchase history and usage makes identifying renewal and upsell opportunities extremely difficult. Automated Document Generation: CPQ software produces professional quote documentation tailored to the products selected.

Enterprise 52

Enterprise Sales CRM Upselling 52

Amity

MAY 17, 2016

"While every structure is unique, it generally makes more sense to keep Account Management under Sales and make Customer Success into its own major function." "When Customer Success is blended with pricing negotiations, upsells, cross-sells and contract renewals, trust and advocacy are tarnished."

Real estate 65

Real estate SaaS Upselling Sales 65

Amity

FEBRUARY 9, 2016

Do you have a documented onboarding process? Do you have a documented onboarding process? Giving your sales team access to customer adoption and churn risk accounts can be very powerful. No salesperson likes surprises, especially when trying to upsell within an account. Do you segment your customer base?

SaaS 66

SaaS Enterprise Benchmark Upselling 66

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 80

Enterprise Feedback Upselling Accountability 80

VHT

APRIL 2, 2019

For example, a representative may issue a refund by using an accounting application to run, track and record the transaction. The bots can interact with the accounting application in the same way to issue refunds automatically. Calls go faster so wait times drop and more people get help. Improved Security.

Upselling 63

Upselling Wait times Self service Accountability 63

CSM Practice

FEBRUARY 12, 2020

Since existing customers are usually more willing to buy, companies typically offer additional solutions and features in the form of upsells and cross-sells. This may be after a year when customers have fully adopted the product and your interaction allows for account expansion. ?. Qualitative Data. Thinking Ahead.

Upselling 52

Upselling Customer centricity Sales Accountability 52

Global Response

DECEMBER 2, 2022

If you’re in a highly seasonal business, consider your business cycle and look for an outsourced call center without a lot of accounts in your same industry. For example, a call center with many retail accounts is busiest during the holiday shopping rush. “The Look for one whose inbound call volume is low while yours is high.

Call Center 62

Call Center outsourcing Contact Center Advertising 62

CustomerSuccessBox

MARCH 11, 2022

The only thing that matters is the upsell or renewal of a customer—all it’s about is the money. As a result, the very first step to nurturing beneficial QBRs is to have well-documented steps of what is required of each individual participant – both for those leading the QBR and those presenting.

Accountability 52

Accountability Benchmark Upselling SaaS 52

ChurnZero

SEPTEMBER 6, 2019

Between responsibilities like onboarding, advocacy, upsells and renewals, Customer Success Managers (CSMs) have cemented themselves as drivers of corporate growth. . Between difficult Account Executives , a lack of executive buy-in and other challenges, being a CSM isn’t always a walk in the park. CSM, Cloud Software Company . ? .

Upselling 49

Upselling Sales Accountability SaaS 49

CustomerSuccessBox

JUNE 8, 2021

Manage all aspects of client onboarding, including gathering information from customers, conducting training and initial account setup. Drive Renewals and Upsells. Establish upsell and cross-sell playbooks to expand the organization’s footprint within the customer base. Orchestration of various tools.

Upselling 52

Upselling SaaS Metrics Best practices 52