Amity

AUGUST 9, 2016

SaaS Tattler Issue 91 - Is it the right time to upsell to your customer? They're an integral part of Customer Success, but they've always led to somewhat of a sensitive topic: Is now the time to upsell? • When Should You Upsell To Your SaaS Customers? • Upselling in a Customer-First Company.

Upselling 57

Upselling SaaS Customer centricity Analytics 57

SmartKarrot

DECEMBER 2, 2022

It is money earned after the original purchase and obtained through upselling, cross-selling , and renewals to your current clientele. Upselling is a sales strategy used to convince clients to buy a more costly, upgraded, or premium variant of the selected product/ service or other add-ons to close a larger deal. Cross-sell.

Upselling 21

Upselling Management SaaS Benchmark 21

SmartKarrot

NOVEMBER 24, 2023

In the dynamic realm of B2B, where every move counts, mastering the art of upselling is no longer a mere choice but a strategic imperative. In this discourse, we’ll unravel seven B2B upsell strategies that, in my experience, work wonders for boosting Net Revenue Retention (NRR) and fortifying customer relationships.

Upselling 10

Upselling B2B Education Analytics 10

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

ClientSuccess

OCTOBER 2, 2019

We often hear the roles of Customer Success Manager (CSM) and Account Manager (AM) used interchangeably. The ultimate difference between a Customer Services Manager and an Account Manager is both in their area of concentration and how each target their customers. . Let’s talk about Account Managers first.

Accountability 47

Accountability Management Upselling SaaS 47

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

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

TeamSupport

JUNE 29, 2023

They present an opportunity to introduce upsells to products, add new features to products, include a subscription plan to further engage them. These metrics are taken into account along with stories pertaining to the customer goals – why is the customer using the product to begin with?

Upselling 97

Upselling Metrics Chatbots Customer Support 97

ShepHyken

MAY 25, 2018

But when they’re in the market for a new product, next-best action guarantees you don’t miss a great chance to upsell just because the customer is interacting in a traditional service channel, like the call-center. For propensity, you use predictive models to calculate how likely a customer is to accept what you present.

Call Center 185

Call Center Customer retention Upselling Advertising 185

ChurnZero

SEPTEMBER 14, 2021

If your customer can benefit from a product upgrade or feature upsell, then it’s your duty to make your customer aware of the opportunity. You do your customer a disservice by using your fear of selling as an excuse to not present them with solutions that would benefit them. . Should Customer Success own the renewal and/or upsell?

Sales 94

Sales Upselling Morale SaaS 94

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

DECEMBER 3, 2021

Customer health is a consolidation of all the information that a company has about its customers, from all probes, people, and systems, past and present. Totango offers two ways to calculate and track customer health: Account Health and Multidimensional Health. Account Health . Multidimensional Health . Ready to get started?

Metrics 96

Metrics Accountability Upselling Enterprise 96

DMG Consulting

AUGUST 10, 2023

These capabilities can help agents enhance and grow relationships with customers by suggesting upsells or new products. Based on the real-time data analysis and/or client-defined rules, the application presents agents with the most appropriate responses to share, actions to take, or offers to make to the customer.

Upselling 48

Upselling Scripts Average Handle Time Coaching 48

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

Totango

AUGUST 14, 2020

Audience: When it comes to relaying feedback to internal stakeholders, what tools do you use to collect customer feedback, share it internally, and present it in a clear way? 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

CSM Magazine

DECEMBER 13, 2023

Lack of Cross-Sell and Upsell Capabilities This gap involves using strategies that integrate sales opportunities into customer interactions. Here’s how you can bridge this gap: Provide comprehensive training for customer service representatives that focus on cross-selling and upselling.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

ClientSuccess

MARCH 8, 2022

This includes the initial sales value, upsells or expansion deals, ad hoc change orders throughout the partnership, and renewal value. CLV matters to customer success teams because although sales reps manage initial deals, many of the post-sales revenue (upsells, expansions, renewals, etc.) are managed in some part by CSMs.

Upselling 75

Upselling SaaS Sales Metrics 75

Cincom

MAY 8, 2024

Lack of Renewal/Upsell Opportunities: Limited visibility into customer purchase history and usage makes identifying renewal and upsell opportunities extremely difficult. Integration with Existing Systems: APIs facilitate data sharing between CPQ and other core platforms like CRM, ERP, accounting, e-commerce, and more.

Enterprise 52

Enterprise Sales CRM Upselling 52

Totango

MARCH 29, 2022

Keeping entire teams up-to-date on customer health is key to being able to accurately anticipate customer needs — both in the present and future. For Hannah Strickland, a customer success manager at Incident IQ , the use of Totango and HubSpot has been a game changer for her team’s understanding of their customer accounts.

Customer advocacy 97

Customer advocacy Upselling Accountability Sales 97

Totango

AUGUST 9, 2022

Sales : Sales teams can use customer segmentation to group prospects and customers based on propensity to buy, potential transaction value and upsell opportunities. This can help teams prioritize high-value opportunities and tailor sales presentations for personalized appeal. Fill Out the Right Segmentation Buckets.

Best practices 103

Best practices B2B Journey mapping Upselling 103

SmartKarrot

OCTOBER 26, 2022

Implementing a comprehensive account management program is the greatest approach to preventing an expensive breakup with your most valuable clients. Key account management is the tactical method businesses use to manage and expand their most crucial clients. 6 Account Management Best Practices for B2B Companies!

Best practices 11

Best practices B2B Accountability Management 11

CustomerSuccessBox

MAY 30, 2022

This scenario precisely presents the “ Watermelon Effect ”. Now, the concern here is that as a CSM, you could easily overlook a ‘green’ customer account thinking it to be a healthy one! Yes, comparing both the scores will show how both are different and which one presents a nearly accurate picture of the customer’s real intention.

Upselling 52

Upselling Calibration Engineering Big data 52

CustomerSuccessBox

FEBRUARY 2, 2022

Extra Resource: How to do Effective account transitions in Customer Success. Find out who is: in charge of the key accounts, in charge of the team’s culture, and the innovator who is in charge of developing new processes and propelling the company forward. Yet they are frequently taken into account.

Upselling 52

Upselling Education Accountability CRM 52

ChurnZero

SEPTEMBER 20, 2024

Can keep customers informed and interested in new product releases and updates (company benefit: upsell/cross-sell) Small creative agency account manager. This second assessment helps you to further home in on each CSM’s strengths, and guide their work and customer accounts accordingly. Where do your CSMs fall?

Journey mapping 52

Journey mapping Construction Upselling Accountability 52

TechSee

MARCH 4, 2024

Typically, they either (a) are calling with an account/billing inquiries, or (b) are trying to troubleshoot a service outage. The same cognitive and integrated AI solutions that can automate account/billing issue research for agents, can be used to automate the entire customer experience.

Enterprise 109

Enterprise Automotive Average Handle Time Metrics 109

TechSee

MARCH 4, 2024

Typically, they either (a) are calling with an account/billing inquiries, or (b) are trying to troubleshoot a service outage. The same cognitive and integrated AI solutions that can automate account/billing issue research for agents, can be used to automate the entire customer experience.

Enterprise 109

Enterprise Automotive Average Handle Time Metrics 109

Totango

JANUARY 9, 2020

Being mindful of your customers’ goals will help you identify upsell opportunities that offer them additional value. . That’s the ideal way to approach upsells: only pursue an upsell or cross-sell if it will genuinely benefit the customer. In our customer-centered economy, renewals are more important than ever.

Upselling 65

Upselling Best practices Accountability Personalization 65

CustomerSuccessBox

OCTOBER 5, 2021

The following are the key considerations that you must look at (for improving retention, increase renewals & upsells, etc. Account health KPIs- Product adoption, customer usage, etc. If you have more renewals, less churn & higher upsell then obviously your NRR is going to be positive and vice-versa. Some of them are.

Upselling 59

Upselling SaaS Metrics Accountability 59

Totango

NOVEMBER 27, 2023

This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams. When customers achieve their goals, businesses will see more subscription renewals and expansion revenue from upsell and cross-sell opportunities. Upcoming renewals.

B2B 95

B2B CRM Enterprise Upselling 95

Totango

DECEMBER 3, 2020

CS professionals now attest that their bonus structures are tied to company performance, renewals, net retention, upsells, and account health. . Account Health (Cited by 47% of Respondents): Customer health scores illustrate whether a client is ready for an upsell, at-risk of churning, or anywhere in between.

Upselling 64

Upselling Accountability Enterprise Metrics 64

Totango

JUNE 24, 2022

The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies. On the other hand, when data reflects high customer satisfaction, CS teams can extend upsell offers or referral invitations. Conversion from freemium to paying customer.

Best practices 106

Best practices SaaS Journey mapping B2C 106

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

SmartKarrot

OCTOBER 25, 2023

In the dynamic world of business, the role of a Strategic Account Manager (SAM) goes beyond onboarding and tracking usage. Cross-sell and Upsell Strategically Expansion is not just increasing sales volumes; they’re about deepening the value of the partnership and driving mutual success. Thus, regular reassessment is vital.

Accountability 10

Accountability Construction Upselling Education 10

SmartKarrot

OCTOBER 13, 2022

However, many companies have different strategies and approaches when it comes to who should own/lead account expansion and how involved CSMs should be. You could offer them an extra set of features for the current product or service (aka an upsell). The best lifecycle stage for an account to upsell and cross-sell to customers.

Accountability 10

Accountability Management Upselling Customer advocacy 10

ChurnZero

JULY 29, 2022

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. Therefore, it pays —both in the form of higher NRR growth and business valuation —to have a team focused on keeping and expanding accounts.

SaaS 98

SaaS Customer centricity Upselling B2B 98

CustomerSuccessBox

MAY 25, 2021

Loyal customers contribute to your revenue growth through Upsells, providing referrals, and advocacy. Net Retention Revenue (NRR) takes into account the total revenue earned minus any revenue churn (caused due to departing customers or customers who have downgraded) plus any revenue gained through upsells or cross-sells, .

Customer retention 52

Customer retention Metrics Upselling SaaS 52

ChurnZero

APRIL 15, 2022

Like a magician flexing their psychic power, pinpointing the most ideal time to present your customer with an expansion opportunity can’t be left to intuition. Use ChurnZero plays to increase license-based upsells. Build an alert for the segment that notifies CSMs (and their manager) when an account enters the segment.

Accountability 98

Accountability SaaS Upselling Metrics 98