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

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

Call Design

JANUARY 21, 2021

During these calls, AI can suggest specific products for your agents to upsell to customers. Most of your customers will be on social media, and a lot of them are probably following your accounts. We work with you to integrate a solution that meets the needs of your business. Upgrade Old Technology. Social Media.

Upselling 167

Upselling Coaching Consulting Consulting 167

Callminer

FEBRUARY 23, 2021

Throughout 2020, many new trends arose and call center solutions continued to evolve to meet fresh challenges in the space. In 2021, the flexibility to remain available to customers and meet their expectations becomes essential and will make it possible to stand out.

Call Center 376

Call Center Technology Banking Contact Center 376

TechSee

JULY 17, 2018

Instead of entering his account details, confirming his bill amount, and then entering the 12 digits of his credit card, expiry date, 3-digit security code, and confirming multiple times – he can simply upload an image of the bill and credit card. For example, imagine that a customer would like to pay his electricity bill via the IVR.

Wait times 114

Wait times Interactive Voice Response Self service Call Center 114

Totango

JANUARY 30, 2020

Customer success and account management share common goals: Building customer loyalty and driving growth. Still, considering customer success vs account management reveals some insight into the contributions of both roles. Customer Success vs Account Management: How are They Different? Keeping Customer Goals in Mind.

Accountability 71

Accountability Management Upselling Enterprise 71

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? Key components of account management.

Accountability 66

Accountability Management Upselling Education 66

ClientSuccess

OCTOBER 18, 2022

Managing customer accounts is no longer contained to spearheading implementation and being on call to help customers through issues. Here are four steps to ensure you and your CSM team nail your strategic customer meetings: Be prepared for anything. Before the meeting, provide an agenda to all participants to keep everyone on track.

Best practices 72

Best practices Upselling Coaching Accountability 72

Totango

AUGUST 14, 2020

We meet weekly on Fridays with our product and development leadership teams to walk through the stakeholder and customer feedback that we’ve collected for that week in Totango. Which then got our account teams, sales team, product teams, and support teams all excited and asking how to leverage Totango. As part of that we: .

Accountability 157

Accountability Feedback Sales Upselling 157

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

CCNG

APRIL 27, 2022

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. I did the same thing with the account managers and clients.

CCNG 195

CCNG Contact Center Scripts Feedback 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 121

Best practices Upselling Metrics Journey mapping 121

Totango

JULY 19, 2021

They should be quick to understand customer needs and how your product can meet them. . It’s a field that continues to mature and grow, as CS teams are increasingly responsible for helping companies meet revenue goals. If you only check in with customers weekly or monthly, one representative can handle many accounts. Onboarding.

Upselling 125

Upselling Feedback Surveys Customer advocacy 125

ShepHyken

DECEMBER 7, 2023

So, what happens when these two imperatives—customer experience and sustainability—meet? This is noteworthy because energy costs can account for 5-20% of a call center’s operating expenses. Environmental Protection Agency notes that the transportation sector accounts for about 29% of total U.S. greenhouse gas emissions.

Call Center 166

Call Center Transportation Upselling Education 166

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 111

B2B SaaS B2C Upselling 111

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 101

Upselling CRM Best practices Accountability 101

Nicereply

NOVEMBER 19, 2020

Some leaders see it as a sales function focused on renewals and upsells. And some companies see it as account management, ensuring the customers’ business inquiries post-sale are handled with care. She found that two distinct roles within success were necessary to meet and exceed their customer demands.

Upselling 98

Upselling Accountability Sales Management 98

Totango

NOVEMBER 25, 2020

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. . Difficult to share data in context with the team without needing a meeting. Here are just a few examples: .

CRM 110

CRM Upselling Metrics Accountability 110

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. Improving the quality of your customer experience promotes higher satisfaction and retention rates.

Best practices 118

Best practices Customer Experience Upselling Interactive Voice Response 118

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

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. There is no black and white answer.

Management 115

Management SaaS Upselling Accountability 115

Totango

SEPTEMBER 1, 2022

A Quarterly Business Review (QBR) in SaaS is a periodic meeting scheduled with a client every three months to assess performance and plan strategic adjustments. SaaS QBR meeting agendas[LINK] typically cover: A review of progress toward goals established during previous quarterly business reviews.

SaaS 101

SaaS Journey mapping Upselling Best practices 101

ChurnZero

JUNE 15, 2023

Ethan: The biggest benefit, speaking from a CSM’s perspective, is being aware of your customers’ activity prior to meetings. CSMs should not be going into meetings completely blind about what their customers have been doing in the product. CS is just the most obvious example since CSMs meet with customers regularly.

Accountability 96

Accountability Upselling Analytics Metrics 96

Quality Contact Solutions

AUGUST 20, 2021

The SOC 2 Type 1 and HIPAA certification report prepared by A-LIGN ASSURANCE, a leading cybersecurity and compliance professional services firm, affirms the company’s information security practices, policies, procedures, and operations meet the SOC 2 and HIPAA standards for security, availability, and confidentiality. “At

Call Center 98

Call Center Telemarketing outsourcing B2C 98

Totango

NOVEMBER 23, 2021

They can store customer contact data, identify sales opportunities, schedule sales appointments, record notes from sales meetings and manage sales teams. 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.

Upselling 95

Upselling CRM Revenue potential Feedback 95

TeamSupport

JUNE 29, 2023

Companies must grasp, understand, and manage customer expectations effectively in order to deliver experiences that meet or exceed them. They present an opportunity to introduce upsells to products, add new features to products, include a subscription plan to further engage them. What’s The Benefit Of Focusing On Customer Satisfaction?

Upselling 97

Upselling Metrics Chatbots Customer Support 97

Totango

AUGUST 16, 2022

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. For example, you can use automated monitoring of client accounts to track user adoption rates.

Customer retention 103

Customer retention Upselling CRM SaaS 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

DECEMBER 20, 2023

This index combines customer satisfaction with ease of use, ease of administration, meeting requirements, user adoption percentage, and the number of reviews received on G2. All the while galvanizing internal collaboration across accounts and facilitating upsell/cross-sell opportunity and execution to grow our book of business.

Enterprise 112

Enterprise Customer centricity Benchmark Upselling 112

Beyond Philosophy

APRIL 14, 2022

Let that upsell be someone else’s job. Can I please have your account number?” Finally, determine how to decrease churn by creating intelligent, frictionless experiences that meet their expectations and are appropriate. . For example, 68 percent of people expect personalization when reaching out to a contact center.

Contact Center 195

Contact Center Upselling Education Engineering 195

ChurnZero

SEPTEMBER 27, 2024

1: To hold customers accountable for outcomes, practice “proactive reactivity” Q: How do you hold customers accountable? Often, they don’t see that it’s partially their responsibility to meet us halfway. Keishla : Accountability in business relationships is key. Stephanie: I concur with Keishla!

Best practices 52

Best practices Accountability Sales Feedback 52

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 98

Management Best practices Consulting Consulting 98

ChurnZero

AUGUST 27, 2021

During the QBR meeting, the CSM highlights product usage and performance compared to the original success plan created during onboarding. The QBR meeting is an opportunity for the Customer Success Manager to deliver real value through success KPIs, product updates, and actionable next steps. Define Unique Success KPIs.

Metrics 98

Metrics Upselling B2B Accountability 98

Totango

FEBRUARY 7, 2019

Automate renewals and upsells. From helpdesk tickets to survey responses and account management engagement, you can organize and access information on any customer or segment within an actionable amount of time. Automate Renewals and Upsells. This video on automated renewals and upsells demonstrates how to approach the issue.

Best practices 82

Best practices SaaS Customer retention Upselling 82

Totango

DECEMBER 3, 2021

Totango offers two ways to calculate and track customer health: Account Health and Multidimensional Health. Account Health . Account Health focuses on a customer’s health score, which takes multiple dimensions of customer data metrics and classifies them into a single representation of green, yellow, or red.

Metrics 96

Metrics Accountability Upselling Enterprise 96

ProProfs Blog

AUGUST 14, 2020

But the moment you reach the checkout page, you realize that you don’t have an account and are requested to sign up now. It would help your business meet their expectation of instant response with human touch effectively. Sign Me Up for Free ProProfs Live Chat Account! You add it to the cart and are ready to check out.

Analytics 174

Analytics B2B Education Feedback 174

ChurnZero

DECEMBER 7, 2023

With nearly 50% of their capacity spent on smaller accounts that accounted for around 10% of revenue, Smokeball ’s onboarding team felt overworked, and struggled to drive the most value during the onboarding process. Renewal / Expansion Hero: TruVideo Driving upsells and awareness with engaging in-app content. says Kevin.

Upselling 52

Upselling Accountability Sales Marketing 52