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

Totango

FEBRUARY 12, 2025

For enterprise organizations, managing customer relationships is far from simple. For enterprises, a well-constructed customer health score isnt just a nice-to-have; its a strategic asset that empowers teams to manage complexity, sustain customer satisfaction, and scale their customer success efforts.

Enterprise 62

Enterprise Metrics Accountability Construction 62

ClientSuccess

SEPTEMBER 3, 2020

In this post, I’ll address the most frequent question I’m asked by customer success leaders—what is the best compensation plan for Customer Success Managers (CSMs)? Compensation Plans for Customer Success Managers (CSMs). There’s wide debate in the customer success discipline regarding the best structure for a CSM compensation plan.

Management 111

Management Upselling Sales Accountability 111

Call Design

JANUARY 21, 2021

While AI won’t replace the human element of your contact centre, it can be used to gather data and information that can help your management team improve daily operations and coach agents on their performance. During these calls, AI can suggest specific products for your agents to upsell to customers. Social Media.

Upselling 167

Upselling Coaching Consulting Consulting 167

CustomerSuccessBox

MARCH 18, 2020

In a world where work from home is fast becoming the norm, Customer Success Managers have always faced this dilemma – to travel or not to travel to meet their customers. So, when the time comes for that renewal or upsell, you have built the relation to bring it up without any awkwardness. Should customer success managers travel?

Management 115

Management SaaS Upselling Accountability 115

Callminer

FEBRUARY 23, 2021

Apart from achieving better flexibility in terms of customer service delivery, many call centers are finding themselves confronted with the details of doing business as new working models force management to reexamine the numbers and bolster bottom lines. Keep reading to see what is on the radar for 2021. Technological Trends.

Call Center 376

Call Center Technology Banking Contact Center 376

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

Totango

JULY 28, 2021

Following best practices for hiring a customer success manager can make a critical difference in the quality of your customer relationships. Customer success managers serve as the face of your company in dealing with clients, playing a key role in ensuring satisfying experiences of your brand. What Is a Customer Success Manager?

Best practices 118

Best practices Management Brand ambassadors Upselling 118

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 101

Management Best practices Consulting Consulting 101

ChurnZero

MARCH 14, 2025

Will the customer trust their customer success manager (CSM) if theyre more focused on dollars and cents than building a relationship with them? Will CSMs struggle to maintain a customer-first mindset and spend all their time on upsells, rather than learning about their big picture goals and helping them navigate the path to get there?

Upselling 52

Upselling Sales Customer retention Consulting 52

ClientSuccess

OCTOBER 25, 2022

As the role of a Customer Success Manager has become more and more essential to the ongoing growth and success of both customers and overall organizations, the ongoing responsibilities of CSMs have also evolved. 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

Totango

DECEMBER 21, 2021

Building out customer success manager automation depends on the effective use of email and in-app messaging. We’ll identify six key types of automated messages that every effective customer success manager automation strategy needs to include. Milestone Messaging as a Customer Success Manager Automation Strategy.

Management 112

Management Best practices Upselling Accountability 112

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 14, 2020

In our latest installment in the CXO Series , we sat down with Stephanie Comardelle, Vice President of Customer Experience, Success, and Solutions at Lucid to discuss what it takes to implement a stakeholder engagement plan at a time when there is so much going on as well as how they are managing their new customer success program. .

Accountability 158

Accountability Feedback Sales Upselling 158

Kapta Customer Success

JANUARY 24, 2024

This puts account management teams under duress. This leaves account managers overloaded with more to do than is effectively possible. The result is often increased customer churn, diminished renewals, reduced upsells and cross-sells, and a drop in revenue.

Accountability 45

Accountability CRM Management Upselling 45

CCNG

APRIL 27, 2022

My background is sales management. I thought about the warehouse full of employees that were waiting to ship out orders the contact center teams took, and I thought about the dozens of account managers that were depending on the contact center teams to sell products and make their clients happy. But then reality sunk in.

CCNG 195

CCNG Contact Center Scripts Feedback 195

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. Here we’ve identified the 13 most essential qualities to consider when hiring a CS manager. What Is a Customer Success Manager (CSM)? What Is a Customer Success Manager (CSM)?

Management 97

Management Upselling Coaching Best practices 97

ChurnZero

JANUARY 26, 2021

A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. The range of responsibilities of Customer Success Managers (CSM) in the industry is dizzying. The range of responsibilities of Customer Success Managers (CSM) in the industry is dizzying. Linda Hale, HR Manager (East).

Management 98

Management Chief Customer Officer Upselling SaaS 98

ChurnZero

NOVEMBER 26, 2024

Having a clear understanding of the team structure and who the direct manager will be. Be specific and accurate about the level of the position (e.g., “Specialist,” “Associate,” Manager,” “Director” etc.) For example, “Enterprise Customer Success Manager”.

SaaS 52

SaaS Upselling Enterprise industry standards 52

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 Journey mapping Metrics 124

Integrity Solutions

MARCH 11, 2025

While you can’t always control what happens in the broader marketplace, there are many internal factors that influence overall sales performance, from sales strategy and processes to training and performance management. The same applies with sales managers who want to improve the performance of their teams.

Sales 52

Sales Metrics CRM Coaching 52

Beyond Philosophy

FEBRUARY 3, 2022

The emotional state of customers is essential to understand if you want to manage the experience to a successful outcome. . Framing this situation in terms of Naïve to Natural, a Naïve or Transactional company would start the operational process to get the customer serviced, probably by asking for an account number.

Journey mapping 195

Journey mapping Customer centricity Consulting Consulting 195

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

ClientSuccess

DECEMBER 12, 2022

When making a switch from one compensation plan to another for your Customer Success Managers (CSMs), it’s important to make the transition as smooth and considerate as possible. The introduction of a Base + Bonus plan is an excellent way to incentivize Customer Success Managers and encourage better performance. Base + Bonus.

Management 87

Management Sales Accountability Upselling 87

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

ChurnZero

MAY 25, 2023

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. In this approach, a renewal, upsell, or downsell is partially included in a forecast. It doesn’t end there either.

Upselling 97

Upselling Metrics Surveys Accountability 97

Totango

APRIL 2, 2019

This is also a good time to add upsells to accounts that have high customer health scores. By making an abstract concept like customer happiness a tangible number, customer journeys become easier to conceptualize and manage. That way, your team can immediately take advantage of upsell opportunities and repair low health scores.

Journey mapping 110

Journey mapping Upselling Accountability Feedback 110

ChurnZero

MARCH 24, 2025

Whether this discrepancy points to budget cuts or misaligned strategies, its critical for a CS team to have the right technology for managing customers and building revenue through retention and expansion. Without the proactive edge of a customer success platform, CSMs will miss: Usage drops for high-value accounts.

Technology 52

Technology CRM Engineering Finance 52

Outsource Consultants

MARCH 29, 2021

But not all outsource call center partnerships are created equal — and they all require management. You can’t expect BPO agents dealing directly with customer complaints to maintain the same CSAT scores as those handling account upgrades, for example. Managing BPO Vendor Best Practices.

Management 76

Management Calibration Call Center Upselling 76

Totango

JULY 19, 2021

Be sure you look for the skills and qualities that will allow a customer success manager (CSM) to truly connect with customers. Next, you’ll need an onboarding specialist, or provide training for your CSMs so they can manage the entire customer journey. You’ll also need to know how many managers you need for these teams.

Upselling 126

Upselling Feedback Surveys Customer advocacy 126

Totango

AUGUST 16, 2022

Here’s our guide to today’s best customer retention management software. Then, we’ll offer some tips for using your customer retention management system to meet your customer success goals for each stage of your client’s lifecycle. Identifying customers in the market for upsell offers and referral invitations.

Customer retention 106

Customer retention Upselling CRM SaaS 106

Totango

NOVEMBER 23, 2021

There are some common symptoms that your current system is no longer up to the task of managing your customer’s success needs. This is because CRM tools are designed to manage customer relationship data, not customer success outcomes. Customer success tools can help you with sales, but they go beyond sales management.

Upselling 98

Upselling CRM Revenue potential Feedback 98

Totango

FEBRUARY 13, 2024

What customers love about Totango Data-driven insights that improve customer strategies Brian O’Keeffe, Digital Engagement Manager at Egnyte, praises Totango’s ability to provide a wealth of customer information. “We Systems & Operations Manager. Across a large CSM team and a new Account Management team, that adds up.”

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Upselling SaaS Accountability Enterprise 112

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 104

Upselling Best practices CRM Accountability 104

ShepHyken

JULY 1, 2022

Over time, the AR category is likely to account for a considerable revenue share. Next-generation omnichannel e-commerce marketplace to onboard and manage brand products and services: . Grow revenues & increase sales through upselling & cross-selling . Optimized marketing effectiveness across engagement points .

Airlines 191

Airlines Upselling Customer Experience Chatbots 191

ProProfs Blog

DECEMBER 4, 2020

A great example of this is how Netflix is combining customer service and product promotions with its social accounts. That’s why you need a focused person/team to manage communication with your customers. Identify Opportunities to Upsell & Cross-sell. Netflix and chill? No, really. pic.twitter.com/ezcZ7V0peN.

Marketing 147

Marketing Customer Service Upselling Customer Support 147

Callminer

JUNE 3, 2019

Let’s run through some of the triggers that send employees running in the other direction and how managers can help stop the cycle: Poor feedback is stunting agent growth. With only one in three workers receiving positive recognition on a weekly basis, managers are inadvertently opening the door for them to leave.

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Best practices Average Handle Time Coaching Analytics 140