Help Scout

MAY 27, 2021

When considering customer success and account management, it’s valuable to consider them as complementary teams rather than interchangeable groups or, worse, competitors. There are a few things that differentiate customer success from account management. What is account management? What is customer success?

Accountability 66

Accountability Management Upselling Education 66

Totango

JANUARY 30, 2020

Customer success and account management share common goals: Building customer loyalty and driving growth. Still, considering customer success vs account management reveals some insight into the contributions of both roles. Customer Success vs Account Management: How are They Different? Keeping Customer Goals in Mind.

Accountability 63

Accountability Management Upselling Enterprise 63

Totango

AUGUST 14, 2020

Which then got our account teams, sales team, product teams, and support teams all excited and asking how to leverage Totango. One of the reasons that getting the group hug and really breaking down the barriers of sales and post-sales was so important to our success is we do have a very structured approach to Account Management.

Accountability 157

Accountability Feedback Sales Upselling 157

CustomerSuccessBox

APRIL 27, 2022

Upselling is crucial for any B2B SaaS business. So, having B2B SaaS upselling strategies is vital for your business growth. If yes, then it might be time to set the ball rolling for an ‘Upsell’ conversation. Putting an upsell plan in place, knowing the strategies, etc. Why are B2B SaaS upselling strategies important?

Upselling 52

Upselling B2B SaaS Feedback 52

Cincom

MAY 8, 2024

From coordinating teams to configuring quotes, enterprise companies face immense challenges keeping sales operations running smoothly. Fortunately, Configure, Price, Quote (CPQ) software provides specialized solutions purpose-built for streamlining sales in enterprise environments. Related: What Is Configure Price Quote Software?

Enterprise 52

Enterprise Sales CRM Upselling 52

Totango

DECEMBER 10, 2019

As part of a successful B2B enterprise, you understand the importance of your customers. It’s also hard to ensure there’s a Customer Success Manager (CSM) assigned to every account and that key events in the customer journey receive the proper response. How can you help the sales team increase the number of licenses or upsells?

Customer retention 64

Customer retention B2B Enterprise Metrics 64

Totango

NOVEMBER 25, 2020

With the context provided by these data sets, your enterprise can make informed decisions on how to engage with customers in a personal, proactive manner. . Number of Accounts. Accounts with Open High Priority Tickets. Account Coverage. Feedback metrics like NPS and CSAT scores. Financial data. Sales history.

CRM 110

CRM Upselling Metrics Accountability 110

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 81

Enterprise Upselling Feedback Advertising 81

Totango

MAY 6, 2022

We’ll define customer health score, what metrics go into it, and what it tells you about customer accounts. An average result indicates that the customer relationship is strained, placing the account at risk of churn. Usage : How often do customers use their accounts, what features do they use, and how long per session?

Best practices 121

Best practices Upselling Metrics Journey mapping 121

Totango

DECEMBER 20, 2023

The best of both worlds: unmatched enterprise-grade implementation and usability The G2 Winter 2024 reports ranked Totango as the number one customer success software in the enterprise implementation index. This recognition shines a spotlight on our commitment to offering an easy and efficient implementation process.

Enterprise 112

Enterprise Customer centricity Benchmark Upselling 112

Pointillist

SEPTEMBER 10, 2020

Customer journey orchestration enables enterprises to engage prospects and customers at optimal points along their journeys, in real time and through the most effective channels. Take, for example, a customer desiring to move money from one account to another via their mobile phone. What is Customer Journey Orchestration?

Personalization 128

Personalization Interactive Voice Response Enterprise Upselling 128

ShepHyken

JULY 1, 2022

Over time, the AR category is likely to account for a considerable revenue share. Grow revenues & increase sales through upselling & cross-selling . The only way to achieve this is through an amalgamation of point solutions, with IT and enterprise capabilities. . Accelerated conversions while decreasing fallouts .

Airlines 200

Airlines Upselling Customer Experience Chatbots 200

Totango

FEBRUARY 13, 2024

At PowerToFly, customer success and account management teams must work together to support their clients—without overwhelming them. Across a large CSM team and a new Account Management team, that adds up.” “Totango has proven to be a game changer.” Systems & Operations Manager. What’s not to love?

Upselling 109

Upselling SaaS Accountability Enterprise 109

Totango

JULY 19, 2021

If you only check in with customers weekly or monthly, one representative can handle many accounts. According to Totango’s survey, 26% of respondents stated that the typical CSM at their companies managed between 51-100 accounts, while 17% of respondents stated that their CSMs managed more than 200 accounts! Onboarding.

Upselling 125

Upselling Feedback Surveys Customer advocacy 125

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

Quality Contact Solutions

AUGUST 20, 2021

Established by the American Institute of Certified Public Accountants (AICPA), the SOC 2 examination is designed for organizations of any size, regardless of industry and scope, by ensuring the personal assets of their potential and existing customers are protected.? Working with small businesses to global enterprises,?A-LIGN?experts

Call Center 98

Call Center Telemarketing outsourcing B2C 98

TechSee

SEPTEMBER 24, 2019

If Customer Service has not yet resolved a customer’s issue, a planned upsell should be delayed. However, it is only when the enterprise delivers an integrated and seamless experience across all channels that it can achieve true consistency. If Sam was a VIP once, he should be a VIP next time too. Consistency throughout the journey.

Customer Experience 150

Customer Experience Self service Banking Analytics 150

Totango

JULY 1, 2022

In a B2B SaaS context, SaaS customer loyalty is expressed primarily through actions like subscription renewals, upsell purchases, referrals and product engagement. Other important loyalty metrics include subscription renewal rate , churn rate, upsell rate, and customer lifetime value.

B2B 111

B2B SaaS B2C Upselling 111

Totango

JULY 5, 2022

Make the Most of Upsell Opportunities. Upsells are the result of the growth a customer has enjoyed because of your commitment to delivering lifetime value. By utilizing a customer success software, you will be able to have deeper insight into your customers’ businesses and recognize when upsell opportunities present themselves.

Upselling 101

Upselling CRM Best practices Accountability 101

Totango

APRIL 8, 2020

The rise of the customer-centered economy has created an urgency among enterprises to keep customers happy at all costs. This environment tempts enterprises to focus on the here and now of customer happiness, or the customer experience. It has never been easier for unhappy customers to churn.

Customer Experience 106

Customer Experience Enterprise Education Accountability 106

Totango

MAY 7, 2024

By our math, that means nine out of 10 revenue-accountable leaders need a hand getting on the same page as their fellow go-to-market (GTM) counterparts. If CS doesn’t have commercial conversations with healthy customers, they’re not setting Sales up to re-enter the conversation and potentially upsell. Use your words Talk to each other!

Sales 100

Sales Upselling Metrics Accountability 100

Totango

AUGUST 11, 2021

For example, if data indicates that a customer has not completed their account profile, a workflow can be triggered which sends the customer a reminder and a link to a tutorial on how to finish their profile. Try it free to test for yourself how automation can help you optimize your customer experience and satisfaction.

Best practices 118

Best practices Customer Experience Upselling Interactive Voice Response 118

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 88

Metrics Upselling Accountability Enterprise 88

Totango

FEBRUARY 6, 2020

By paying attention to a few key customer success factors designed to help you thrive in today’s digital conditions, you can shape your entire enterprise around your customer’s needs and become an integral part of their future. Focusing on these customer success factors will help you operationalize customer-centricity across your enterprise.

Enterprise 62

Enterprise Customer centricity Metrics Upselling 62

Totango

NOVEMBER 23, 2021

This, in turn, makes it difficult to intervene with customers who are at risk of churn, as well as challenging to spot upsell opportunities. Your Upsells Are Going Down. Look for a CS platform that lets you spot emerging upsell opportunities as well as customers at risk of churn. Your Escalations Are Going Up.

Upselling 95

Upselling CRM Revenue potential Feedback 95

Totango

AUGUST 16, 2022

Identifying customers in the market for upsell offers and referral invitations. For example, you can use automated monitoring of client accounts to track user adoption rates. Highly active customers and satisfied users may be open to renewing and purchasing upgrades or additional upsell products. Dunning Management: Profitwell.

Customer retention 103

Customer retention Upselling CRM SaaS 103

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. We have two customers, both are large enterprises signed up to use a given marketing SaaS product.

SaaS 98

SaaS Metrics B2B Enterprise 98

Totango

MARCH 6, 2020

Today’s on-demand, subscription-dominated marketplace requires that enterprises pay closer attention to what their customers want from their products—and there’s no clearer indication than their own words. Share Feedback Across Your Enterprise. Create a free trial account to get started today.

Best practices 93

Best practices Upselling Feedback Enterprise 93

Totango

JUNE 6, 2019

That means more than courtesies and colorful onboarding pamphlets, though; it means creating a customer-centered enterprise that delivers business results for its customers and, by turn, drives growth. 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 93

Enterprise Upselling Accountability Best practices 93

CustomerSuccessBox

JUNE 5, 2019

A SaaS customer goes through acquisition, onboarding, retention, and upsell. Ultimately, you have to identify unmet needs so that you can upsell / cross-sell. At each stage, you need some kind of a health score to evaluate the status of the account and decide how you would engage with the account to take it ahead in the journey.

Best practices 89

Best practices SaaS Accountability B2B 89

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 96

Metrics Accountability Upselling Enterprise 96

TechSee

MARCH 4, 2024

Enterprise leaders are constantly seeking innovative ways to improve their customer experience (CX), ideally while improving their bottom line. Best of all, there is virtually no AI risk exposure to the enterprise. Generative AI can be used to automate upsells, renewals and expansion.

Enterprise 109

Enterprise Automotive Average Handle Time Metrics 109

TechSee

MARCH 4, 2024

Enterprise leaders are constantly seeking innovative ways to improve their customer experience (CX), ideally while improving their bottom line. Best of all, there is virtually no AI risk exposure to the enterprise. Generative AI can be used to automate upsells, renewals and expansion.

Enterprise 109

Enterprise Automotive Average Handle Time Metrics 109

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. In the customer-centered approach to business , enterprises are no longer defined by sales and renewals. Gross upsell. Let’s take a closer look at each metric.

Metrics 75

Metrics Upselling Accountability Enterprise 75

ChurnZero

OCTOBER 1, 2022

In our webinar, “ Champion scalable and sustainable growth through the power of Customer Success ,” Valuize shares how top enterprises drive market-leading NRR by consistently discovering new value and expansion opportunities through CSQLs and seamless operations. Q: Should CSM roles close upsell deals? I have worked it as a CSM.

B2C 97

B2C Upselling B2B Accountability 97

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

SEPTEMBER 29, 2020

CLV is as straightforward a mathematical equation as there is in modern SaaS enterprises. The truth revealed by the CLV equation is that customers are more valuable to your enterprise the longer they remain active users of your product. Customer Lifetime Value SaaS Equation.

SaaS 107

SaaS Enterprise Metrics Upselling 107