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. How do I create another user group?”. Upselling Other Products or Add-Ons.

Customer Support 98

Customer Support Upselling B2B Sales 98

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Colin Taylor, CEO at Taylor Reach Group. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

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 9, 2022

This lets B2B businesses customize their operations for groups of customers with common characteristics or personalize them for individual clients. Research and development : Market research segmentation lets you develop products and services geared toward the needs of specific groups within your customer base.

Best practices 106

Best practices B2B Journey mapping Upselling 106

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

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. Incorporate Personalization.

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 Customer advocacy Surveys 126

TeamSupport

MARCH 3, 2021

1 That’s according to research by the Service Excellence Group (ServieXRG). Proactive customer engagement accounts for more than a quarter (28%) of Support interactions and grew by 14% from 2019 to 2020. The largest drivers were new customers, higher user adoption of product features, and more proactive outreach by Support.

B2B 98

B2B Upselling Customer retention Customer Support 98

Quality Contact Solutions

MAY 13, 2021

Upselling to current customers has proven to be a productive and efficient way to increase the account and order size because an existing customer is the best prospect. This group of customers used to be loyal — why did they leave, and how has that impacted revenue? Chances are a fair amount. Prospecting.

Telemarketing 92

Telemarketing Healthcare outsourcing Upselling 92

Quality Contact Solutions

MARCH 11, 2021

Cross-sells & Upsells: Do you have a group of accounts that your team cannot make contact with consistently? QCS offers to upsell and cross-sell telemarketing service programs designed to engage your customers and grow the value of their account.

Telemarketing 98

Telemarketing Sales Upselling outsourcing 98

ChurnZero

OCTOBER 26, 2021

When you separate your customers into distinct groups, you can get an accurate assessment of your customers’ needs and how you can best meet them. Customer segmentation is the use of shared characteristics to divide customers into groups, based on similarities, in order to deliver your products and services more effectively.

SaaS 96

SaaS Revenue potential Upselling Accountability 96

ClientSuccess

JUNE 17, 2019

In today’s world of SaaS customer success, most CSMs and/or Account Managers are held to some sort of revenue goal. Whether that revenue comes from an upsell, cross-sell, expansion, or something else, it’s still new revenue attributed to the customer. This is what’s commonly known as joint account planning.

Accountability 42

Accountability Upselling SaaS Feedback 42

Totango

MAY 3, 2019

Plus, current customers are more likely to make major purchases or upsells. But the only way to cultivate this prized group is to form meaningful connections which increase customer engagement and loyalty. But do you have a following of customers who enjoy using and discussing your products as a group?

Enterprise 83

Enterprise Upselling Feedback Advertising 83

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

Totango

OCTOBER 25, 2022

CSMs may be divided into groups based on segmentation factors such as customer types, customer income levels, or geographical regions. Customer-facing CSMs who interact directly with customers and supervise customer accounts. Account Managers : These are CSMs assigned to individual customer accounts.

Best practices 101

Best practices Chief Customer Officer Customer centricity Sales 101

ChurnZero

SEPTEMBER 27, 2024

1: To hold customers accountable for outcomes, practice “proactive reactivity” Q: How do you hold customers accountable? Keishla : Accountability in business relationships is key. The post How to hold customers accountable, and other outcomes based customer success best practices appeared first on ChurnZero.

Best practices 52

Best practices Accountability Sales Feedback 52

ProProfs Blog

SEPTEMBER 28, 2018

Is C-3PO going to be able to upsell a customer on another product/service your company makes because of his positive interactions with them? Increased Sales: Chat not only keeps consumers from abandoning online shopping carts and order forms, but it can also be an upselling and cross-selling tool. Definitely not. Tweet this.

B2B 159

B2B Chatbots Upselling Interactive Voice Response 159

Fonolo

OCTOBER 4, 2022

A skills-based call routing phone system will take several different factors into account when deciding where to queue a call, including the number that was dialed, the caller’s account details, and selections made by the customer in the IVR. Then, group any relevant skill sets together. How does intelligent call routing work?

First call resolution 87

First call resolution Contact Center Interactive Voice Response Wait times 87

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. This can result in field mis-mapping and the creation of duplicate accounts or contacts. Spotting usage trends within accounts.

Accountability 96

Accountability Upselling Analytics Metrics 96

Totango

FEBRUARY 28, 2020

For example, a customer that shows a steady addition of license seats over a relatively short time may be ready for an upsell or cross-sell. Similarly, an account that has recorded a sudden drop in usage could be in danger of churn, and should prompt a re-engagement initiative. Create a free trial account to get started today.

Customer centricity 93

Customer centricity Metrics Upselling Enterprise 93

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

ClientSuccess

MARCH 8, 2022

This includes the initial sales value, upsells or expansion deals, ad hoc change orders throughout the partnership, and renewal value. Some organizations also group tangential revenue into this total CLV by including things like referrals, sales attributed to marketing efforts, and other initiatives. are managed in some part by CSMs.

Upselling 75

Upselling SaaS Sales Metrics 75

Amity

SEPTEMBER 7, 2016

Eventually, I began leading a team of Customer Success Managers in our corporate group, and now I lead the mid-market group as well -- the biggest chunk of HubSpot’s customers. I alluded to how things were 7 years ago: 4 CSMs looking over 250 accounts. Let’s use our corporate group as an example.

Upselling 0

Upselling Metrics Accountability Customer retention 0

ChurnZero

JULY 29, 2022

From there, they will be able to group customers based on their needs and develop a customer journey designed to meet those needs. Conversely, if a customer’s mastery of a solution indicates a potential for upselling, your teams can present expansion offers that are grounded in the customer’s realized value.

SaaS 98

SaaS Customer centricity Upselling B2B 98

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 109

Best practices SaaS Journey mapping B2C 109

Totango

SEPTEMBER 11, 2020

However, in a world where Customer Success teams often have dozens of accounts to care for, it can be challenging to fully understand the specific needs of individual client accounts and to find time to reach out to each client to meet those needs. . After all, as the old adage goes, “The customer is always right.”

Upselling 84

Upselling Enterprise Healthcare Metrics 84

Amity

AUGUST 2, 2018

This can help segment your customers in groups based on which accounts are healthy and which ones are at risk, providing you with a basic outline of which accounts need the most immediate attention. Having insights on which customers belong to each group also means you can target the accounts for upsell opportunities.

Upselling 67

Upselling Accountability Metrics Feedback 67

ChurnZero

AUGUST 11, 2020

Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? AccuPoint leveraged their Facebook Group to answer questions that were not found in their knowledge base. The Facebook Group also became one of AccuPoint’s more effective customer support tools.

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

Education Services Group

JULY 28, 2019

You wouldn’t ask your accountant for help with child care. It makes sense that we divide our customers and prospects into various groups based upon their specific needs or shared characteristics. Value-Based – uses a customer’s economic value to group others with the same value level.

Accountability 40

Accountability Journey mapping Marketing Upselling 40

ProProfs Blog

DECEMBER 11, 2020

Gaining better profits by recommending the right products during an upsell opportunity. Once you send the survey to your customers, you’ll collect data that can be categorized into three groups: Detractors – Customers who gave you a score in the range 0-7. These can also help you in: Preventing customer churn.

Metrics 148

Metrics Abandon rate Surveys Customer effort 148

GetFeedback

JANUARY 28, 2019

Every group of customers will have a different experience with your company depending on when they signed up, and who they are. A cohort can be any group of people that share similar characteristics, but in software, it’s typical to create cohorts based on the month they signed up. Let’s take a closer look at what this entails.

Surveys 98

Surveys CRM Upselling Analytics 98

CCNG

OCTOBER 19, 2022

77% have a centralized customer experience group, and 68% have a senior executive in charge of customer experience across products and channels. Zendesk, 2022) More than 70% of customers expect agents to have access to all information relevant to their account and query. Qualtrics, 2022).

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

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

Totango

JUNE 17, 2021

This criteria segments customers based on how many licenses an account is utilizing out of the total number available, an important engagement metric. This can help indicate whether an account is tending toward churn or renewal and what corresponding action should be taken. Account Status. Active Users. Customer Health Score.

B2B 71

B2B Journey mapping Accountability Sales 71

Joe Rawlinson

MAY 29, 2019

Email marketing can account for as much as 23% of your sales and provides the best ROI, but many online sellers focus on generating more traffic to their site, which doesn’t produce nearly the same results. Use Upselling & Cross-Selling. e-commerce market is its ability to cross-sell and upsell to its customers.

Sales 102

Sales Upselling Marketing Customer Support 102

Totango

SEPTEMBER 29, 2020

Segment to better serve – Grouping your customers into segments of shared characteristics lets you better target your engagements across your portfolio. Similarly, if your customer success software shows your customer has reached their license maximum, then it’s time to engage an upsell campaign and encourage them to expand.

SaaS 110

SaaS Enterprise Metrics Upselling 110

Lumoa

FEBRUARY 9, 2023

software bug fixes, wrong information corrected on the website) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. Why is NPS ® going up or down?

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167