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

CustomerSuccessBox

JUNE 12, 2021

Although these two key roles sound similar, some strict lines differentiate between an Account Manager (AM) and a Customer Success Manager (CSM). Who is an Account Manager? An account manager is, usually, the single point of contact between the company and the customer. Account management vs Customer Success (CS).

Accountability 52

Accountability Management SaaS Upselling 52

Amity

SEPTEMBER 19, 2016

Typical answer would be log in data, usage data, MRR/ARR, previous upsell data. During this final round, I always ask for a presentation to be conducted (it’s only a small portion of the final interview, but very important and what I will focus on for this step). Look for answers that are specific to your product. Activity 3.

Management 0

Management Construction Upselling SaaS 0

ClientSuccess

JULY 13, 2021

They’re project managers, act as a liaison between customers and other teams, escalate incidents and issues, keep customers moving forward in their project plans, and are responsible for the general well-being of customer account health. How can you broach this upsell opportunity, and when? How will this impact their current program?

Accountability 52

Accountability SaaS Upselling Best practices 52

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

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

Beyond Philosophy

APRIL 14, 2022

Let that upsell be someone else’s job. So, they started having customer service not only solve the present problem but also inform and educate the customer on how a higher plan level would serve them better. . Can I please have your account number?” Customers don’t want to hear, “Hi!

Contact Center 195

Contact Center Upselling Education Engineering 195

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

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

CustomerSuccessBox

MARCH 18, 2020

So, when the time comes for that renewal or upsell, you have built the relation to bring it up without any awkwardness. For accounts where weekly or even monthly calls don’t make sense, quarterly business reviews (QBRs) can be a great way to maintain the customer relationship. So what are you waiting for?

Management 115

Management SaaS Upselling Accountability 115

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

Totango

AUGUST 21, 2020

I would say our challenge isn’t with the actual tool, it would be with how data is presented across the SAP landscape that leads to 80% of the questions and support tickets. As Keith also shared, the field was hungry for this opportunity to collaborate and have easy access and visibility to their broader customer and account team.

Upselling 116

Upselling Accountability Metrics SaaS 116

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 28, 2021

Suggesting upsells. While the conventional approach has been to assign one customer success manager per customer account, digital customer success platforms now make it possible for teams to administer success at scale by leveraging automation to deliver one-to-many success management. Encouraging subscription renewal.

Best practices 118

Best practices Management Brand ambassadors Upselling 118

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

TechSee

SEPTEMBER 24, 2019

While these connections can deepen the customer experience through provide opportunities for building relationships, they also present risks. If Customer Service has not yet resolved a customer’s issue, a planned upsell should be delayed. If Sam was a VIP once, he should be a VIP next time too.

Customer Experience 150

Customer Experience Self service Banking Analytics 150

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 98

Customer advocacy Upselling Accountability Sales 98

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

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

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. The post How to hold customers accountable, and other outcomes based customer success best practices appeared first on ChurnZero.

Best practices 52

Best practices Accountability Sales Feedback 52

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

ProProfs Blog

SEPTEMBER 28, 2018

Is C-3PO going to be able to upsell a customer on another product/service your company makes because of his positive interactions with them? Increased Sales: Chat not only keeps consumers from abandoning online shopping carts and order forms, but it can also be an upselling and cross-selling tool. Definitely not. Tweet this.

B2B 159

B2B Chatbots Upselling Interactive Voice Response 159

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

FEBRUARY 28, 2020

These metrics present the real-world realities of your customer behavior against standards of success you know relate to long-term value. For example, a customer that shows a steady addition of license seats over a relatively short time may be ready for an upsell or cross-sell. Create a free trial account to get started today.

Customer centricity 93

Customer centricity Metrics Upselling Enterprise 93

Amity

SEPTEMBER 17, 2015

Accounting has Quickbooks. It’s a relatively new concept to demand that customer success organizations establish a system of record to track quantifiable achievements; but it’s game-changing to be able to present this key data to your executives. As the director of customer success, what will you report? Sales has Salesforce.

Upselling 72

Upselling SaaS Metrics Sales 72

CSM Practice

DECEMBER 8, 2019

Revealing opportunities for cross-sells and upsells. Step 2: Map the Top 10 Reasons with Accounts. Each CSM identifies at-risk accounts for each of the top ten reasons. One customer account may be associated with multiple churn reasons, and input from each CSM is collated into a single spreadsheet.

SaaS 88

SaaS Customer retention Accountability Feedback 88

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

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

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 66

Upselling Best practices Accountability Personalization 66

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

Hodusoft

AUGUST 9, 2021

Online retailers have sniffed the opportunity that social media presents, with many sprucing up their social media pages and opening up to the concept of social commerce. The e-commerce sector has seen tremendous growth in the last few months on account of the Covid-19 pandemic. McKinsey Report US e-commerce penetration.

Social media contact 105

Social media contact Contact center software Contact Center Interactive Voice Response 105

Totango

MARCH 10, 2020

If a customer finds a particular onboarding module difficult to follow, it may need to be rewritten, moved within the order of presentation, or dismissed altogether. This score is an effective account of the customer’s current mood. Create a free trial account to get started today. Stay Close to Your Customers.

Customer Experience 93

Customer Experience Upselling Feedback SaaS 93

ChurnZero

AUGUST 14, 2020

They focus on opportunity management – like the manual activities that typically exist within accounts. Get direct access to CRM data, such as accounts, contacts, opportunities, cases, subscription data (renewal date, license count, total contract value, etc.) Track free-trial users for upsell opportunities to convert to paid users.

CRM 87

CRM Finance Upselling Accountability 87

ChurnZero

OCTOBER 11, 2019

If you decide you want to hit 98% renewed revenue and a certain revenue amount in upsells, commit to doing the necessary activities to reach that number. Know Your Accounts’ Budgeting Timeline. For accounts that are up for renewal in Q4, you should have a good understanding of their budgeting process and timeline.

Journey mapping 66

Journey mapping Upselling SaaS Accountability 66

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

ChurnZero

JULY 22, 2021

It’s impossible to account for every expansion scenario, so you’ll need to refine your rules as you encounter new situations. Are your expansion pathways (cross-sells and upsells) more transactional or complex in nature? So, if leaders approach the rules as a collaborative effort and present them as such, teams will react the same way.

Sales 98

Sales Upselling Enterprise SaaS 98