Amity

NOVEMBER 28, 2016

Over the last 15-odd years, it has been made even more challenging and interesting thanks to a little thing called account-based marketing; a type of B2B marketing that everyone is excited about, but which very few companies do the right way. Account-Based Marketing 101 (Exercise in Hypothetic). But, you get the picture.

Accountability 110

Accountability Marketing B2B Upselling 110

ChurnZero

OCTOBER 16, 2020

Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. Their main arguments include: Humans are wired for reciprocity and Customer Success is best suited to make deposits and withdrawals from the “relationship account”. You need specialists. Amanda’s answer: Sales.

Upselling 98

Upselling SaaS Sales Accountability 98

ClientSuccess

OCTOBER 25, 2022

In addition to managing the day-to-day health and support of customer accounts, CSMs are tasked with building a strategic vision for customers and reviewing future challenges, wins, and opportunities. . What is a customer account review? Customer account reviews can happen on a quarterly, bi-annual, or even annual basis.

Accountability 74

Accountability Upselling Metrics Sales 74

ChurnZero

NOVEMBER 26, 2024

Here’s a comprehensive guide on how to create effective job descriptions for customer success and professional services roles. Key performance indicators (KPIs) / objectives and key results (OKRs) they will be evaluated on, such as adoption, retention, upsell or cross sell, customer success qualified leads.

SaaS 52

SaaS Upselling Enterprise industry standards 52

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

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

ChurnZero

MARCH 28, 2025

From my experience of leading both functions, I can offer CROs five valuable tips on how to set their CS team up for success. The account managers were doing heroic work, that one rep had developed her own system to track health with five different tools. If you only reward upsell, you get short-term thinking.

CRM 52

CRM Sales Metrics Upselling 52

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 Coaching Analytics 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

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 104

Upselling Best practices CRM Accountability 104

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

Totango

FEBRUARY 12, 2025

This article illustrates how large enterprises can modernize customer health scores for growth. Learn how to: Measure and act on health scores in dynamic environments. The enterprise solution Large customer accounts often have layered needs. Account-level segmentation Enterprise customers rarely behave as a single entity.

Enterprise 62

Enterprise Metrics Accountability Construction 62

ChurnZero

JANUARY 31, 2025

Your CSMs AI prompts on how to engage a customer, or their descriptions of healthy versus unhealthy, are different. But it doesnt know that this is a healthy customer whom you intend to upsell next quarter. But soon, every software will have AI, so look at how advanced the CSPs AI capabilities are.

Upselling 97

Upselling Engineering Enterprise Marketing 97

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

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 113

SaaS Journey mapping B2B Upselling 113

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

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

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 158

Accountability Feedback Sales Upselling 158

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 110

SaaS Enterprise Metrics Upselling 110

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

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 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 124

Best practices Upselling Metrics Journey mapping 124

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

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 63

Management Upselling Metrics Accountability 63

CSM Magazine

JANUARY 28, 2025

Imagine buying something and knowing exactly how to get the most out of it. That’s what its all about empowering customers with the know-how to get the full benefit of their purchase, every time. By sharing their expertise, they empower customers to make the most of their purchase, maximizing results and minimizing regrets.

Education 52

Education Upselling SaaS Self service 52

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

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 96

Customer centricity Best practices Upselling Feedback 96

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 71

Enterprise Upselling Metrics SaaS 71

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