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

Influitive

MAY 12, 2016

That’s one reason why account-based marketing has become a popular strategy in recent years. Instead of “spraying and praying” broad marketing messages, ABM requires brands spend time crafting ultra-personalized campaigns targeted at specific accounts. Learn how to make your account-based marketing more effective with advocacy.

Accountability 61

Accountability Marketing B2B Customer advocacy 61

ClientSuccess

MAY 10, 2022

This includes the initial contract, of course, and any upsells, expansions, and renewals that may occur. Second, there is the value a customer account can bring outside of traditional revenue. Then, think about upsell potential (especially if the customer only purchased a few licenses but has a large user population).

Upselling 59

Upselling Metrics Accountability Sales 59

ClientSuccess

MARCH 8, 2022

This includes the initial sales value, upsells or expansion deals, ad hoc change orders throughout the partnership, and renewal value. CLV matters to customer success teams because although sales reps manage initial deals, many of the post-sales revenue (upsells, expansions, renewals, etc.) are managed in some part by CSMs.

Upselling 75

Upselling SaaS Sales Metrics 75

ClientSuccess

DECEMBER 19, 2022

Upselling & Cross-Selling Playbook: CSMs are responsible for ensuring that customer relationships remain strong and can be leveraged for additional sales opportunities. An upselling & cross-selling playbook can help CSMs identify the right timing, products, and messaging that can help them successfully close additional deals.

Upselling 72

Upselling Education Best practices Sales 72

ClientSuccess

NOVEMBER 2, 2022

Bridging the gap between customers and a product team is critical, from managing customer implementations to ongoing account maintenance. Keep tabs on customer satisfaction and account health. . eBook: 5 Ways To Surprise & Delight Your Customers. Building a personal investment in your product can excite customers.

Customer retention 70

Customer retention Upselling SaaS Accountability 70

ClientSuccess

FEBRUARY 15, 2021

Customer-centric service has emerged as one of the leading contributors to account renewals, recurring revenue, and upsells for SaaS-based organizations. . What this really boils down to, however, is that CSMs and account managers should make decisions and build project plans from the customer mindset. Ready to learn more?

Benchmark 59

Benchmark Upselling Accountability SaaS 59

ChurnZero

DECEMBER 1, 2023

Customer expansion: identify opportunities for upsells and cross-sells. What’s the difference between customer success, customer support, account management, and professional services? Understand the unique roles of customer success compared to customer support, account management, and professional services.

SaaS 52

SaaS Customer advocacy Journey mapping Customer centricity 52

ClientSuccess

JULY 20, 2021

One of the most critical associated metrics with net retention is net revenue retention, which is the total recurring revenue retained year over year, including everything from renewals to upsells to expansions. Net retention rates encompass all changes to your customer accounts. eBook: 3 Steps To Putting Your Customer First This Year.

SaaS 69

SaaS Customer retention Upselling Accountability 69

ClientSuccess

OCTOBER 12, 2022

Of course, big numbers like cost savings are critical, but what about other metrics driving customer satisfaction, renewals, and upsells? The right customer success platform won’t just impact your customers and accounts. eBook: CSM from the Trenches: Implementing Customer Success. Internal and external results. Start Here!

SaaS 76

SaaS Upselling Metrics CRM 76

ClientSuccess

OCTOBER 18, 2022

Managing customer accounts is no longer contained to spearheading implementation and being on call to help customers through issues. eBook: Customer Success Best Practices from 20+ Executives. You can find more resources on having strategic conversations with customers here: Webinar: How to Have More Strategic Customer Conversations.

Best practices 72

Best practices Upselling Coaching Accountability 72

ClientSuccess

MAY 4, 2021

If you’re like most CSMs, it can sometimes feel as though months – even years – of working with a customer account can go by in a flash. As many customer success teams are looking to use 2021 as a reset for their processes and accounts, it may also be a good idea to use this year to revamp your planning workflows. The bottom line?

Journey mapping 52

Journey mapping Upselling Accountability Feedback 52

ClientSuccess

MARCH 8, 2021

From upsell inquiries from sales to feature testing requests from product to the all-consuming customer requests, it is a lot to deal with. During new sales conversations, many prospective accounts will ask to see some customer testimonials or even talk to customers themselves as references. Customer marketing is key.

Customer advocacy 92

Customer advocacy Upselling Marketing Sales 92

ClientSuccess

OCTOBER 25, 2021

Total percentage of contacts engaging with content, either marketing, educational or upsell related. Total number of contacts (and account decision-makers) serving as customer advocates. eBook: Customer Success as a Culture: Marketing Leaders Edition. Leading Indicator 2: Successful Onboarding. Ready to learn more? .

Metrics 64

Metrics Upselling SaaS Education 64

ClientSuccess

JUNE 15, 2021

During a year where many companies had to make complex strategic decisions, and new sales weren’t exactly flying in at a rapid pace, existing customer accounts helped keep the lights on. When customer success is a company-wide goal, every team should have some visibility into how things progress with customer accounts.

Upselling 52

Upselling Accountability SaaS Metrics 52

ClientSuccess

MAY 25, 2021

Customer satisfaction, account growth, and renewals have become some of the foundational elements of any long-term success strategy, right alongside a robust sales program. They also help develop and implement scalable customer success processes and mitigate any issues with customer accounts. . eBook: Implementing Customer Success.

Upselling 52

Upselling Accountability SaaS Coaching 52

ClientSuccess

JANUARY 11, 2023

Learn more about building customer loyalty in this ebook. 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. Why Follow the Golden Rule? It’s no surprise that customer success and loyalty go hand-in-hand.

Benchmark 80

Benchmark Upselling Education Best practices 80

ClientSuccess

JULY 1, 2021

Ensuring everyone is on the same page is essential for customer success, and CSMs are often the quarterback of sharing account information. While customer success management in no way involves sales (this is more account management), it is a good idea for CSMs to have some comfort with having sales-focused conversations.

Upselling 52

Upselling Accountability Sales Management 52

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

ClientSuccess

APRIL 28, 2021

When a customer account is moving smoothly, with no big issues or concerns, this may seem like a good thing to the discerning CSM. eBook: 5 Ways To Surprise & Delight Your Customers. But this is often when customers can fall off the grid, since there is no reason for them to be reaching out or asking questions.

Upselling 64

Upselling SaaS Metrics Accountability 64

ClientSuccess

DECEMBER 21, 2021

Customer lifetime value: measuring the total lifetime contract value of a customer, including upsells, renewals, and expansions, is what keeps the value of your business trending upward over time. Average number of engaged contacts: every customer account has a handful of key contacts or stakeholders driving your project on their side.

Metrics 100

Metrics Upselling B2B SaaS 100

ClientSuccess

FEBRUARY 8, 2023

Customer lifetime value : measuring the total lifetime contract value of a customer, including upsells, renewals, and expansions, is what keeps the value of your business trending upward over time. Average number of engaged contacts : every customer account has a handful of key contacts or stakeholders driving your project on their side.

Metrics 75

Metrics Upselling B2B SaaS 75

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 Analytics 61

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. eBooks: • 5 Ways to Surprise & Delight Your Customers. Plus, it rewards them with upside when milestones are exceeded.

Management 87

Management Sales Accountability Upselling 87

ChurnZero

OCTOBER 26, 2021

Because organizations cannot afford to lose their largest customers, they default to prioritizing accounts with high ARR. Recency takes into account the time elapsed since your customer’s last interaction with your company, to help you gauge how responsive they’ll be to communications.

SaaS 96

SaaS Revenue potential Upselling Accountability 96

ClientSuccess

APRIL 13, 2021

While new features or functionality may require an upsell conversation, CSMs should leave these to account managers. eBook: CSM from the Trenches: Customer Success Best Practices from 20+ Executives. Toolkit: Team Leadership Toolkit. The post How CSMs Can Become Executive Assets for Customers appeared first on ClientSuccess.

Upselling 52

Upselling SaaS Best practices Accountability 52

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

DECEMBER 4, 2018

Whether your customers have been around for days, months, or years, take advantage of the downtime during the holiday season to do a quick account audit. In reality, performing an account audit is a relatively painless process that should be done on a yearly basis (or, if you’re feeling ambitious, on a quarterly basis).

Upselling 63

Upselling SaaS Accountability Metrics 63

ClientSuccess

FEBRUARY 13, 2019

Growing customer accounts and increasing customer lifetime value (CLV) is one of the biggest challenges customer success managers (CSMs) face in today’s subscription economy. With such a huge responsibility on their shoulders, CSMs need to be prepared to approach customer accounts with this growth-focused mindset.

Upselling 54

Upselling Accountability SaaS Customer centricity 54

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. ?. DOWNLOAD the Expansion Selling eBook: [link].

Upselling 52

Upselling Customer centricity Sales Accountability 52

SmartKarrot

FEBRUARY 21, 2023

The case for a renewed focus on account management What is Account Management? Account management is the practice of providing customers with service, support and improvement opportunities to increase their consumption of a product or service and maximize retention, cross-sell and upsell opportunities within the customer base.

Accountability 10

Accountability Management SaaS Finance 10

ClientSuccess

JULY 1, 2019

While a CSM may be ultimately responsible for retaining and growing his or her accounts, most organizations are on a mission to serve the end customer, and therefore every department – from Finance to HR to Marketing to Product Development – should hold responsibility to some degree for customer success. Product: Product time-to-value.

Finance 49

Finance Upselling SaaS Metrics 49

Talkdesk

MARCH 4, 2021

When I was preparing to move from one country to another, I wanted to put all my finances in the right order: close some bank accounts I haven’t been using, ask for bank statements, etc. But, it can also be an obstacle to increasing profitability because there are fewer chances to upsell. The importance of human touch.

Customer Experience 94

Customer Experience Banking Contact center software Contact Center 94

Nicereply

APRIL 30, 2020

Cross-sell & Upsell, but first, answer the query. One of the good upselling models could be to offer the try something for free (limited time). Here comes a good upselling option. When can you upsell/cross-sell? Customer support forms the primary touchpoint with your users. But the story doesn’t end there.

Sales 69

Sales Customer Service Upselling CRM 69

Comm100

APRIL 27, 2020

How she responds to these messages can be referenced across channels for relevant and personalized upsell opportunities. . You can then route VIP customers to their dedicated account manager, angry customers to an agent who is familiar with their issue, and so on. This blog post is a snippet from our eBook, Mastering Omnichannel CX.

Automotive 59

Automotive CRM Upselling SaaS 59

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. Downloading an ebook. Conclusion.

Accountability 52

Accountability Sales Upselling Personalization 52

ChurnZero

OCTOBER 26, 2021

Because organizations cannot afford to lose their largest customers, they default to prioritizing accounts with high ARR. Recency takes into account the time elapsed since your customer’s last interaction with your company, to help you gauge how responsive they’ll be to communications.

SaaS 52

SaaS Revenue potential Upselling Accountability 52