ChurnZero

JULY 22, 2021

In this article, we cover the top considerations for identifying that best fit, as well as examples of expansion scenarios for applying the rules. It’s impossible to account for every expansion scenario, so you’ll need to refine your rules as you encounter new situations. Rules of Engagement Scenario Examples. Churned Customers.

Sales 98

Sales Upselling Enterprise SaaS 98

ShepHyken

JUNE 8, 2023

This week, we feature an article by Sage , an international company that helps organizations of all sizes with accounting, payroll, and payment solutions. Sage is a global software company that provides accounting, payroll, and payment solutions for businesses of all sizes.

Customer Experience 156

Customer Experience Upselling Accountability Feedback 156

Totango

JULY 29, 2022

Did you know that 70% of revenue in a subscription-based business comes from existing customer renewals and upsells? In order to ensure renewals and maximize upsell opportunities, it’s important to consistently provide value throughout the entire customer journey. Accounts with 95%+ licenses consumed. Growth rate last 90 days.

Upselling 118

Upselling Enterprise Accountability Metrics 118

Call Design

JANUARY 21, 2021

During these calls, AI can suggest specific products for your agents to upsell to customers. For example, Performance Management software is a robust performance management system designed to improve agent efficiency and productivity, which can significantly extend beyond the contact centre. Upgrade Old Technology. Social Media.

Upselling 167

Upselling Coaching Consulting Consulting 167

ShepHyken

DECEMBER 7, 2023

The Non-Sustainable Face of Traditional CX Traditional call centers, those hubs of customer interaction that operate around the clock, are an illustrative example of the sustainability challenge within the customer experience industry. Call centers consume around four times more energy per square foot than typical offices, and in the U.S.,

Call Center 161

Call Center Transportation Upselling Education 161

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. Having service levels in accordance with your customers and knowing, for example, it’s time for our monthly health check with customer x today. But what we wanted to do was really highlight the impact.

Accountability 158

Accountability Feedback Sales Upselling 158

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

Comm100

NOVEMBER 2, 2020

We have hand-picked some of the top chatbot examples to show you how you could use AI customer service bots across channels – 5 use cases across industries, plus one case study of how a chatbot resolved 91% of live chat inquiries. Let’s explore the top 6 chatbot examples of 2020. A Chatbot to Help Mortgage Applications . Industry: B2B.

Chatbots 72

Chatbots Customer Service Banking Healthcare 72

Totango

APRIL 2, 2019

This is also a good time to add upsells to accounts that have high customer health scores. Health scores indicate which customers may be receptive to cross-sell or upsell offers and which ones might require extra attention from your success team. Customize Notifications and Health Scores. Gather Feedback.

Journey mapping 110

Journey mapping Upselling Accountability Feedback 110

ChurnZero

MAY 25, 2023

For example, survey research shows about half (50.2%) of all CS teams surveyed are directly responsible for customer renewals. While renewals are a central aspect of CS work, many Customer Success Managers (CSMs) have a mandate for upsells. In this approach, a renewal, upsell, or downsell is either completely in or completely out.

Upselling 97

Upselling Metrics Surveys Accountability 97

Beyond Philosophy

FEBRUARY 3, 2022

For example, a Transactional approach to journey mapping would be getting all the steps down but not considering how a customer feels during the stages. For example, Beyond Philosophy did some work with a mobile phone company’s lost and stolen process. They want to upsell, cross, sell, whatever. And guess what?

Journey mapping 195

Journey mapping Customer centricity Consulting Consulting 195

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 124

Best practices Upselling Metrics Journey mapping 124

ShepHyken

MAY 25, 2018

For example, if a customer is angry, next-best action ensures you don’t try to sell them something on any channel – they likely won’t respond, and you’ll just seem tone-deaf. Many organizations will use multiple propensity models for each action (one for each combination of offer and channel) to account for individual preferences.

Call Center 185

Call Center Customer retention Advertising Upselling 185

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 114

B2B SaaS B2C Upselling 114

ProProfs Blog

DECEMBER 4, 2020

A great example of this is how Netflix is combining customer service and product promotions with its social accounts. Identify Opportunities to Upsell & Cross-sell. Both marketing and customer service teams can help you cross-sell and upsell that ultimately helps you boost your revenues. Take Amazon for example.

Marketing 147

Marketing Customer Service Upselling Customer Support 147

Beyond Philosophy

APRIL 14, 2022

For example, from the supply-side perspective, McDermott says the organization that thinks CX is important but does nothing about it probably still sees customer service as a cost center rather than a revenue-generating engine for growth. Let that upsell be someone else’s job. Can I please have your account number?”

Contact Center 195

Contact Center Upselling Education Engineering 195

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 . For example, the traveler can enjoy duty-free shopping and duty-paid goods purchases at the airport in a Virtual world even before they enter the airport.

Airlines 193

Airlines Upselling Customer Experience Chatbots 193

Totango

NOVEMBER 25, 2020

Here are just a few examples: . Number of Accounts. Accounts with Open High Priority Tickets. Account Coverage. Equipped with this knowledge, CS teams can create more opportunities for upsells/expansions, as well as reduce churn rates. . Example: A large number of customers are reaching a high product threshold.

CRM 112

CRM Upselling Metrics Accountability 112

TeamSupport

DECEMBER 7, 2020

On the other hand, when 70% or more of revenue comes from existing customers 1 , you must pay close attention to indicators that a customer might be increasing seats or adding user groups to ensure you don’t miss a valuable upsell opportunity. Upselling Other Products or Add-Ons. First, let’s look at potential for growth.

Customer Support 98

Customer Support Upselling B2B Sales 98

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. Messages carry the greatest impact on improving the customer experience when they are personalized to speak to individual needs.

Best practices 118

Best practices Customer Experience Upselling Interactive Voice Response 118

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 126

Upselling Feedback Surveys Customer advocacy 126

Totango

AUGUST 16, 2022

Identifying customers in the market for upsell offers and referral invitations. For example, you can use automated communication tools, such as emails and webinars, to help ensure that customers have the support they need to familiarize themselves with how to complete onboarding and start using your product.

Customer retention 106

Customer retention Upselling CRM SaaS 106

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

NOVEMBER 23, 2021

For example, if you don’t know that a new customer is experiencing onboarding issues, you can’t reach out to help them. 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. Your Escalations Are Going Up.

Upselling 98

Upselling CRM Revenue potential Feedback 98

Totango

AUGUST 9, 2022

For example, a marketing team might study the social media activity of all website visitors who purchased a specific product to identify the characteristics of visitors who are most likely to buy. For example, customers can be grouped based on potential support issues and preemptively sent relevant self-service tools, like tutorial links.

Best practices 106

Best practices B2B Journey mapping Upselling 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 103

Sales Upselling Metrics Accountability 103

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

AUGUST 21, 2020

SC: Health scoring is a good example of this, however all of the data / KPI definitions can be a good example. As Keith also shared, the field was hungry for this opportunity to collaborate and have easy access and visibility to their broader customer and account team. Advice for others going down that journey?

Upselling 117

Upselling Accountability Metrics SaaS 117

Quality Contact Solutions

JANUARY 27, 2022

This is one of the more common techniques to increase the overall value of an account. These accounts already have the main product or service, and the cross-sell is an add-on item that will increase the total amount of the account. Increase Sales by Upselling.

Sales 98

Sales Upselling B2C Best practices 98

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 90

Metrics Upselling Accountability Enterprise 90

Totango

SEPTEMBER 15, 2022

For example, if your current concern is customer engagement, you’ll want to be able to set up a customized customer engagement dashboard displaying the relevant KPIs. Other customer dashboard examples you might wish to display include onboarding, usage, satisfaction, and retention metrics. Sharing KPI data with your team.

Metrics 99

Metrics Upselling SaaS Accountability 99

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.). Let me highlight one challenge by sharing an example. At Omniture, one of our Strategic CSMs in EMEA was assigned to a strategic account that was a Global Fortune 100 company.

Management 111

Management Upselling Sales Accountability 111

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

Pointillist

SEPTEMBER 10, 2020

For example, a marketer might send a message to a customer’s phone that links to a landing page, where the content is based on which products that customer has, then automatically send an email with content based on the action taken, after which they analyze click-through rates and conversions.

Personalization 128

Personalization Interactive Voice Response Enterprise Upselling 128

ChurnZero

JUNE 15, 2023

It’s also unreasonable to ask a CSM to review a customer’s entire account every single time they have an upcoming interaction to figure out what’s changed since the last time they talked. It can be difficult to justify why implementing a JavaScript snippet, for example, should take precedence over the product roadmap.

Accountability 96

Accountability Upselling Analytics Metrics 96

TechSee

APRIL 13, 2021

This positions them to build the kind of valuable customer relationships that can more easily drive revenue through upsells, like extended warranties, service contracts, or replacement parts. With labor accounting for 70% of customer service costs, offloading interactions to self-service channels definitely lowers costs.

Customer Service 124

Customer Service Self service Upselling Sales 124

Babelforce

SEPTEMBER 8, 2021

This information is combined with touchpoints, customer goals, KPIs and team accountability. For example, journey mapping reveals that poor onboarding is responsible for almost a quarter of churn. #4 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