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 91

Sales Upselling Accountability SaaS 91

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 64

Upselling Accountability Enterprise Metrics 64

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

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

Totango

AUGUST 14, 2020

Collect & document feedback . Which then got our account teams, sales team, product teams, and support teams all excited and asking how to leverage Totango. We have Account Managers that are accountable for the cross-sells, upsells, and renewals with our customers. As part of that we: . Map stakeholder type.

Accountability 157

Accountability Feedback Sales Upselling 157

Babelforce

SEPTEMBER 8, 2021

This information is combined with touchpoints, customer goals, KPIs and team accountability. Recording all of this information in a simple, accessible document makes it far easier to understand each stage of a customer journey. 4 Better upselling. Badly timed upselling doesn’t lead to more sales; it leads to higher churn. #5

Journey mapping 98

Journey mapping Upselling Customer effort Personalization 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

SmartKarrot

OCTOBER 5, 2023

Account mining, or the practice of deepening relationships with existing customers to upsell or cross-sell, is the gold standard for sustained business growth. Let’s delve into this strategic playbook to maximize revenue through account mining. Let’s delve into this strategic playbook to maximize revenue through account mining.

Accountability 10

Accountability Upselling Journey mapping Feedback 10

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

ChurnZero

DECEMBER 7, 2023

With nearly 50% of their capacity spent on smaller accounts that accounted for around 10% of revenue, Smokeball ’s onboarding team felt overworked, and struggled to drive the most value during the onboarding process. Renewal / Expansion Hero: TruVideo Driving upsells and awareness with engaging in-app content. says Kevin.

Accountability 52

Accountability Upselling Sales Marketing 52

SmartKarrot

AUGUST 31, 2023

While every company intends to grab more business from existing clients, the key account management playbook can help streamline these efforts. What is Key Account Management? Key account management is the practice of looking after the essential customers who contribute the highest to the company’s revenue and profits.

Accountability 10

Accountability Management Upselling Customer retention 10

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 65

Upselling Accountability Customer retention Metrics 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

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 95

Journey mapping SaaS Upselling Enterprise 95

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

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. 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

ChurnZero

FEBRUARY 29, 2024

You’ll also unlock a goldmine of insights and signals that can predict customer behavior, identify potential churn, and uncover upsell opportunities. With the click of a button, I can summarize the meeting, put it in a Google document, and share it with my other colleagues. These summarization features are key right now.

Brand ambassadors 52

Brand ambassadors Upselling Metrics Feedback 52

JustCall

APRIL 4, 2023

Upselling and cross-selling : Unknown to many, inbound call center agents are also responsible for identifying opportunities to upsell and cross-sell products and services to customers, increasing revenue and promoting customer loyalty. This includes key product details, service offerings, pricing, and other relevant information.

Call Center 52

Call Center call center software Upselling Scripts 52

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

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 Upselling 62

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

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

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

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 106

Best practices SaaS Journey mapping B2C 106

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 study 2: DKV.

Chatbots 52

Chatbots Upselling Average Handle Time Analytics 52

CustomerSuccessBox

MARCH 14, 2022

There is more chance for upselling, cross-selling, and retention , as well as recurring revenue. This is the time it takes for a new account to achieve PQL status. Obviously, you want to activate new accounts as soon as possible, so maybe you should keep track of how long it takes. PQLs are the most successful consumers.

SaaS 52

SaaS Upselling Accountability Engineering 52

JivoChat

JULY 25, 2021

With this information, agents can easily upsell, cross-sell, or share special offers with loyal customers. This app helps B2B customers manage their own accounts. Account details. Product Documents. Custom short codes for replicating product documents on other pages. Easy reordering of documents.

Sales 52

Sales Accountability Upselling B2B 52

CustomerSuccessBox

NOVEMBER 2, 2021

This is also the preferred method for high-priority accounts. Creating a perfect Sales to Customer Success handoff document: Probably the best way to ensure that everything goes smoothly is to have documentation about each step, every data point, or information. This is where the Sales to CS handoff document is essential.

Sales 52

Sales Upselling Engineering Customer retention 52

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

Cincom

MAY 8, 2024

Get Dynamic Communication with Cincom Eloquence Cincom Eloquence is a customer communications management (CCM) solution that streamlines creating, managing, and delivering customer-facing documents across channels. Reusable templates and modular components accelerate editing. These steps help improve relevancy, consistency, and timeliness.

Best practices 52

Best practices Metrics Education CRM 52

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

CustomerSuccessBox

MARCH 10, 2022

This role expects a candidate with a bachelor’s degree in accounting or business management to get selected. Keeping track of the client interactions to document them for future reference in training. They ensure to document each project with its progress. Identifying opportunities for upsells. How to become one?

Management 52

Management Upselling B2B Sales 52

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

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

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). This could take the shape of in-platform pop-ups, asset, and documentation reviews, or, of course, direct consumer survey replies, depending on your company.

Metrics 52

Metrics Upselling Customer advocacy CRM 52

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 Accountability Upselling SaaS 72