Kapta Customer Success

JANUARY 8, 2024

Looking to hit your business growth goals this year? As businesses strive to do more with less, customer retention and expansion is the way to go. This allows you to spend less on costly new customer acquisitions while protecting the 20% of your existing customer base that generates up to 80% of your revenue.

Upselling 59

Upselling Accountability Management Customer retention 59

Callminer

JUNE 3, 2019

It also removes the potential for any internal bias, offering both agents and managers the peace-of-mind they need to ensure they’re holding each other accountable. Depending on your organization’s preferences, this can then prompt your agent to make a specific offer, upsell where applicable, redirect the call, and more.

Best practices 140

Best practices Average Handle Time Analytics Coaching 140

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. It discusses customer experience gaps that hinder profitability and how to close them. Are you providing as good of a customer experience as you think you are?

Customer Experience 156

Customer Experience Upselling Accountability Feedback 156

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 108

Journey mapping Upselling Accountability Feedback 108

Totango

JULY 5, 2022

Signs to look for when learning how to identify at-risk customers include: . 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. Low Net Promoter Score (NPS). Low usage rates. Increase in support tickets.

Upselling 101

Upselling CRM Best practices Accountability 101

ProProfs Blog

APRIL 17, 2020

How to calculate metrics to measure customer success properly. How to improve the metrics for measuring customer success. 8: Average Revenue Per Account. #9: And by giving up, we mean closed accounts, stopped renewing services, canceled subscriptions, or did whatever it takes for them to be considered inactive.

Metrics 142

Metrics Customer retention SaaS Surveys 142

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

Myra Golden Media

MARCH 15, 2018

He knew I lived in Oklahoma, based on details in my account, and he said…, “Oklahoma! Inform the customer, or …upsell. Once, when I was on hold with Fitbit about a problem with my fitness tracker, the agent said to me, “While we’re waiting, Myra, I’d like to give you some tips on how to care for your Flex band.” Make small talk.

Customer Service 179

Customer Service Upselling Wait times Accountability 179

Kapta Customer Success

MARCH 20, 2023

Companies have shifted their focus from high growth at any cost to customer retention and growth through cross-sells and upsells. This puts a lot of pressure on Key Account Managers (KAMs). In fact, 67% of businesses are skipping customer acquisition in favor of customer retention.

Accountability 10

Accountability Management Upselling Customer retention 10

Totango

AUGUST 11, 2022

Learn How to Build Client Relationships Digitally: 14 Proven Tactics. Knowing how to build client relationships digitally is critical for SaaS businesses. In this article, we’ll show you how to build client relationships digitally with your SaaS customers. Upsell purchases. Social media posts. Demonstration videos.

SaaS 110

SaaS Journey mapping B2B Feedback 110

Amity

SEPTEMBER 19, 2016

Now that you’ve done some research on our product, who we are, and how customers use our product, what are some key data points that you would want in order to define customer health? You are looking for their understanding of your product, and how they view health. Look for answers that are specific to your product. Activity 3.

Management 0

Management Construction Upselling SaaS 0

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

ChurnZero

JUNE 15, 2023

I sat down with Ethan Riley , senior customer success manager at ChurnZero to talk about how customer success teams can use product usage data to their advantage as well as common obstacles to getting started and how to overcome them. Ethan: Product usage data refers to information collected about how people use a product.

Accountability 96

Accountability Upselling Analytics Metrics 96

Totango

AUGUST 14, 2020

As part of the roll-out of their new customer success program, Lucid wanted to focus on how to manage and engage their key stakeholders. Which then got our account teams, sales team, product teams, and support teams all excited and asking how to leverage Totango. I’m impacting how I work.

Accountability 157

Accountability Feedback Sales Upselling 157

ChurnZero

JULY 9, 2024

CSMs’ roles have also changed, with technical CSMs assuming commercial responsibilities that used to be the domain of account managers. Related: Learn how to lead CSMs to success with Lukas Alexander and Aaron Thompson this July in our CSM Confidential webinar. The discipline required for remote work might not be helping either.

Coaching 98

Coaching Upselling Management Accountability 98

Totango

SEPTEMBER 29, 2020

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. Create a free trial account today and deliver value that keeps customers coming back to your product.

SaaS 107

SaaS Enterprise Metrics Upselling 107

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?

B2C 97

B2C Upselling B2B Accountability 97

CSM Practice

JANUARY 13, 2021

For many startup companies, the renewal process usually begins with the personnel in charge of the account reaching out to customers to start the renewal conversation. Account review and summary of previous interactions. Account review and summary of previous interactions. How to Scale the Renewal Process? Clarify Roles.

SaaS 98

SaaS Customer centricity Accountability Education 98

ChurnZero

OCTOBER 8, 2021

How to Map Your Customer’s Vector Path To Determine Whether They’re Heading in a Positive Trajectory. 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.

SaaS 98

SaaS Metrics B2B Enterprise 98

Totango

MAY 17, 2021

Tracking this alerts you to churn risks as well as upsell opportunities, empowering you to take appropriate action. Here we’ll cover what product engagement is, why you need to manage it, how to measure it and how to automate engagement tracking and management. It can also be considered in terms of account activity.

Management 62

Management Upselling Metrics Accountability 62

Pointillist

JULY 25, 2018

Learning how to choose the best customer journey analytics platform is just the start. Whether you’re just starting to evaluate an investment in a customer journey analytics platform or you’ve already made the decision and have chosen a vendor, it’s time to think about how to implement customer journey analytics in your organization.

Analytics 93

Analytics Government Metrics APIs 93

ProProfs Blog

DECEMBER 4, 2020

A great example of this is how Netflix is combining customer service and product promotions with its social accounts. In this blog, we’ll help you explore the effects of customer service and marketing on each other, why they should be used together, and how to integrate customer service in a marketing plan. Netflix and chill?

Marketing 147

Marketing Customer Service Upselling Customer Support 147

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. How do you calculate client health scores? Adoption : How many licensed accounts sold are actually being used?

Best practices 121

Best practices Upselling Metrics Journey mapping 121

Totango

JUNE 11, 2019

Customer Success Challenges and How to Face Them. Accounts should be tracked and routed to customer success team members or managers for proper engagement. While problems are inevitable and new ones will always arise, customer-centricity gives you the tools you need to effectively handle any issues.

Customer centricity 94

Customer centricity Best practices Upselling Feedback 94

Totango

JUNE 1, 2021

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. It all starts with knowing how to gather customer insights and properly leverage that data.

Enterprise 70

Enterprise Upselling Metrics SaaS 70

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

Beyond Philosophy

FEBRUARY 3, 2022

She also wants to know how to set up their Customer Experience improvement for success to be more customer-centric. How to Operationalize Journey Mapping. It is also essential to determine how the different moments in an experience make customers feel. They want to upsell, cross, sell, whatever.

Journey mapping 195

Journey mapping Customer centricity Consulting Consulting 195

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. What outcomes based customer success best practices do Keishla and Stephanie recommend?

Best practices 52

Best practices Accountability Sales Feedback 52

ProProfs Blog

MARCH 15, 2019

Opportunities where support operator can upsell a product or service. Now, you may wonder how does live chat achieve so much during real-time communication! Forrester claims that 69 % customers are willing to shop from a retailer that knows how to offer consistent customer service. A boost in lead generation.

Automotive 98

Automotive CRM Upselling Healthcare 98

Totango

JULY 8, 2021

Many of the companies we talk to today all have the same challenge: they are sick and tired of firefighting their customer accounts. With this system, alerts are automatically generated about any customer who requires attention – be it a customer with deteriorating health or an upsell opportunity that is set to renew soon.

Upselling 66

Upselling Accountability Customer retention Metrics 66

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. How to calculate Customer Lifetime Value. Total customer revenue per year: start with the contract value and ARR. Ready to Learn More?

Upselling 59

Upselling Metrics Accountability Sales 59

Totango

JULY 19, 2021

They must know how to educate customers so that they will receive value from the product quickly. An understanding of how to apply the insights generated by analytics. If you only check in with customers weekly or monthly, one representative can handle many accounts. Qualities of an ideal CSM include. . Onboarding.

Upselling 125

Upselling Feedback Surveys Customer advocacy 125

Totango

OCTOBER 1, 2020

The volumes and customer-to-CSM ratios mentioned above give a basic guide to the customer engagement model that may best suit your enterprise and customer accounts, but there is more to optimizing customer success than just balancing a headcount. Delivering Engagements That Add Value. Which Model Best Services My Customers?

Enterprise 72

Enterprise Accountability Upselling Personalization 72

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.

Best practices 118

Best practices Customer Experience Upselling Interactive Voice Response 118

Totango

SEPTEMBER 24, 2020

Customers seek out your product as a solution to a problem and a path to growth, and your ability to deliver on that promise, right from the outset, is key to ensuring they stay satisfied and continue growing their relationship with you through repeated renewals and upsells. Leveraging an Early Warning System.

Enterprise 78

Enterprise Upselling Accountability Metrics 78

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. . Surface insights show how your customer base is doing in their customer journey , where they are at in their lifecycle, and what their levels of usage and engagement are.

CRM 110

CRM Upselling Metrics Accountability 110

Totango

MARCH 2, 2021

T his illustrates why an effective approach to customer journey management must take into account the customer’s entire experience, not just one component. How-to blogs, articles, and videos addressing your market’s pain points. Content that can enhance the freemium experience includes: Drip campaigns featuring how-to tips.

Upselling 63

Upselling SaaS Brand ambassadors Sales 63