ChurnZero

MAY 9, 2024

Time flies, accounts fall through the cracks, renewals get harder, and you miss upsell opportunities. In just 15 minutes of his CSM Appreciation Week tune-up mini webinar, Ryan showed us a three-step customer success outreach technique that’ll get you closer to hitting your accounts more regularly.

Accountability 52

Accountability Upselling Coaching Best practices 52

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

ProProfs Blog

MAY 9, 2019

Let’s see what an enterprise chat software can do for a business like yours. How to Grow Your Small Business With an Enterprise Chat Software? Take those things into account so that you can minimize the gap between your offerings and their expectations. #2. Why Add Enterprise Chat Software to Your Business Website?

Enterprise 125

Enterprise Upselling Sales Customer Support 125

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 93

Enterprise Customer centricity Metrics Upselling 93

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

MARCH 21, 2019

So, what customer success team goals can help your enterprise generate real results? 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.

Enterprise 87

Enterprise Upselling Education Accountability 87

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 111

Enterprise Customer centricity Benchmark Upselling 111

Totango

OCTOBER 30, 2024

With seemingly never-ending growth capital, organizational leaders focused almost exclusively on getting new customers—retention, upsell, and expansion would be handled by Customer Success. Assign ownership for expansion success You need someone who is accountable (and compensated) for expansion success.

Upselling 62

Upselling Sales Accountability SaaS 62

SmartKarrot

OCTOBER 5, 2023

Businesses today strive to get growth from existing accounts and, the role of Enterprise Account Management has come to the forefront in that regard. It involves multiple roles and processes to manage the unique needs and challenges of enterprise clients, fostering relationships and ensuring customer growth.

Enterprise 10

Enterprise Accountability Management Upselling 10

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

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

SmartKarrot

DECEMBER 2, 2022

It is money earned after the original purchase and obtained through upselling, cross-selling , and renewals to your current clientele. Upselling is a sales strategy used to convince clients to buy a more costly, upgraded, or premium variant of the selected product/ service or other add-ons to close a larger deal. Cross-sell.

Upselling 21

Upselling Management SaaS Benchmark 21

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

SmartKarrot

NOVEMBER 24, 2023

In the dynamic realm of B2B, where every move counts, mastering the art of upselling is no longer a mere choice but a strategic imperative. In this discourse, we’ll unravel seven B2B upsell strategies that, in my experience, work wonders for boosting Net Revenue Retention (NRR) and fortifying customer relationships.

Upselling 10

Upselling B2B Education Analytics 10

Totango

AUGUST 13, 2024

“We hit 115% of our target across Totango + Catalyst in Q1 on our expansion number, and that was largely due to the CSMs and the focus they put in along with the work that we’re doing with our account executives. The partnership that we have is working.” The results?

Management 98

Management Best practices Consulting Consulting 98

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

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

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 120

Best practices Upselling Metrics Journey mapping 120

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

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

Totango

NOVEMBER 27, 2023

This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams. When customers achieve their goals, businesses will see more subscription renewals and expansion revenue from upsell and cross-sell opportunities. Upcoming renewals.

B2B 95

B2B CRM Enterprise Upselling 95

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

SmartKarrot

SEPTEMBER 27, 2022

This can happen when customer success playbooks are tweaked to take cognizance of enterprise customers. Top 5 Reasons why Enterprise Customer Success is Different. SaaS (Software As A Service) companies need to know how enterprise customers are different. Here are the reasons why enterprise customer success is different.

Enterprise 10

Enterprise Accountability Management Revenue potential 10

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 110

B2B SaaS B2C Upselling 110

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

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

JUNE 1, 2021

Customer Success software helps your enterprise understand what matters to your customers. 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.

Enterprise 70

Enterprise Upselling Metrics SaaS 70

CustomerSuccessBox

MAY 16, 2022

A customer success tool is a software with in-built tools to provide a holistic view of your customer’s account health. All that to give you a holistic 360-degree view of your customer portfolio, monitor account health scores, create playbooks to facilitate onboarding, renewals, and upsells, set up alerts for risk and upsells, and more.

Management 52

Management Upselling SaaS Accountability 52

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 94

Upselling CRM Revenue potential Feedback 94

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 102

Customer retention Upselling CRM SaaS 102

Totango

MAY 10, 2022

In this blog, we’ll look at the essentials of a customer engagement strategy, particularly how to use it to engage enterprise clients. After considering what a customer engagement strategy is and its benefits, we’ll offer ten key tips for keeping enterprise executives and stakeholders engaged. Trials of upsell products.

Journey mapping 79

Journey mapping SaaS Enterprise B2B 79

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 96

Metrics Upselling SaaS Accountability 96

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

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 124

Upselling Feedback Surveys Customer advocacy 124

Totango

MAY 17, 2021

Tracking this alerts you to churn risks as well as upsell opportunities, empowering you to take appropriate action. It can also be considered in terms of account activity. A highly engaged customer may be in the market for an upsell offer. Account growth rates. Why Manage Product Engagement? Product adoption.

Management 62

Management Upselling Metrics Accountability 62

CustomerSuccessBox

OCTOBER 5, 2021

The following are the key considerations that you must look at (for improving retention, increase renewals & upsells, etc. Account health KPIs- Product adoption, customer usage, etc. If you have more renewals, less churn & higher upsell then obviously your NRR is going to be positive and vice-versa. Some of them are.

Upselling 59

Upselling SaaS Metrics Accountability 59