Callminer

FEBRUARY 23, 2021

Also, agents with insight into how customers have interacted with sales teams have increased upsell and cross-selling opportunities.” And callout culture means brands are held publicly accountable for their decisions. “More and more, today’s consumers are factoring in larger ideals (e.g.,

Call Center 376

Call Center Technology Banking Contact Center 376

CSM Magazine

JANUARY 28, 2025

Proactive Communication Share industry tips, case studies, and updates about new features or services through email or social media to continuously educate your audience. How Can Customer Education Benefit Your Business? Enhances Customer Experience A well-informed customer is an empowered customer.

Education 52

Education Upselling SaaS Self service 52

ChurnZero

MARCH 24, 2025

ChurnZeros latest Customer Success Leadership Study found that technology adoption shifts depending on company size by revenue. Customer success is now a leader in retention and expansion revenue, and those top CS teams are mapping and easily tracking customer journeys, from onboarding to advocacy, on both the individual and account level.

Technology 52

Technology CRM Engineering Finance 52

Education Services Group

NOVEMBER 25, 2019

Instead, they’re simply “rebranding” their Account Managers as Customer Success Managers with little to no training or transition. Customer Success and Account Management Serve Different Purposes. The main purpose of an Account Manager is twofold. In general, Account Managers are in a sort of “standby” position.

Accountability 59

Accountability Management Upselling Sales 59

Influitive

MAY 12, 2016

That’s one reason why account-based marketing has become a popular strategy in recent years. Instead of “spraying and praying” broad marketing messages, ABM requires brands spend time crafting ultra-personalized campaigns targeted at specific accounts. Learn how to make your account-based marketing more effective with advocacy.

Accountability 61

Accountability Marketing B2B Customer advocacy 61

Integrity Solutions

MARCH 11, 2025

Taking into account all of the factors that impact sales performance is critical, because this will, in turn, affect what you measure, how you approach sales training, how your sales managers coach their reps and your overall processes and strategy. It also helps create relationships across the account, not just with a single rep.

Sales 52

Sales Metrics CRM Coaching 52

ClientSuccess

MARCH 9, 2020

As part of this mission, customer success managers (CSMs) are responsible for the ongoing ‘success’ of a customer account. These are often hard numbers that executives can easily measure or account for. Amazing customer experiences often lead to recommendations and testimonials, which in turn usually mean an account renewal or upsell.

Customer Experience 97

Customer Experience Upselling Accountability SaaS 97

Callminer

SEPTEMBER 14, 2020

For instance, a call center business analyst might recommend implementing an interaction analytics solution for a collections and accounts receivables management (ARM) firm to ensure that call center agents meet compliance requirements for debt collection. The optimal role of a business analyst in the call center is to…”.

Call Center 182

Call Center Analytics First call resolution Metrics 182

ClientSuccess

MARCH 8, 2021

From upsell inquiries from sales to feature testing requests from product to the all-consuming customer requests, it is a lot to deal with. to an extended case study or video. During new sales conversations, many prospective accounts will ask to see some customer testimonials or even talk to customers themselves as references.

Customer advocacy 92

Customer advocacy Upselling Marketing Sales 92

Hodusoft

MARCH 5, 2025

As per a study by Baymard Institute, the average cart abandonment rate is 70 percent in the e-commerce sector. And unsurprisingly the Baymard Institute study finds it the most common reason behind cart abandonment. Almost the same number of people said that they created an account because the site wanted them to do just that.

Abandon rate 52

Abandon rate Contact center software Interactive Voice Response Contact Center 52

Totango

MARCH 29, 2022

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. Increase product adoption and identify opportunities for upsell. Here’s how Totango and HubSpot help teams to create an improved customer journey.

Customer advocacy 101

Customer advocacy Upselling Accountability Sales 101

Totango

AUGUST 9, 2022

For example, a marketing team might study the social media activity of all website visitors who purchased a specific product to identify the characteristics of visitors who are most likely to buy. This enables more repeat business, more upsell opportunities, referrals and higher revenue. Fill Out the Right Segmentation Buckets.

Best practices 106

Best practices B2B Journey mapping Upselling 106

ChurnZero

MARCH 31, 2023

Case studies have shown loyal customers spend more— up to six times more —over the customer lifetime. One bad experience is enough for some customers to leave A study by PwC found one in five (17%) of U.S. In his words, second-order revenue stems from upsells, renewals, word-of-mouth and champion change.

Benchmark 98

Benchmark B2B Accountability Consulting 98

ClientSuccess

SEPTEMBER 3, 2020

Ideally, most objectives are quantitative and aligned to the important KPIs of the business (retention, upsell, cross-sell, NPS, # of case studies, etc.). At Omniture, one of our Strategic CSMs in EMEA was assigned to a strategic account that was a Global Fortune 100 company. Shortcomings of Base + Bonus Model. And he was right.

Management 111

Management Upselling Sales Accountability 111

Totango

AUGUST 11, 2022

Digital interactions that inform SaaS client relationships span the range of the customer journey , from pre-purchase marketing engagements to onboarding to subscription renewals, upsells and brand advocacy. Upsell purchases. If the decision-maker isn’t engaged, the account is at risk. Showcase client case studies.

SaaS 113

SaaS Journey mapping B2B Upselling 113

Inbenta

JULY 29, 2021

Upgrades or upselling management. Chatbots can be used as a sales upselling tool to suggest additional services, upgrades and offer upsell promotions to travelers who have already booked a flight. In 2021, tables have turned and online check-ins account for 50% of all the airline check-ins and only 27% happen at the counter.

Airlines 88

Airlines Chatbots Upselling Self service 88

CSM Practice

JULY 6, 2020

SaaS companies are now turning to their customer success teams as client health , retention, and expansion of accounts become new priorities. As customers only buy what they need, they also hold suppliers accountable for higher standards. Upsells is a basic form of account expansion. 3. Changing Customer Priorities.

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Practice

JULY 6, 2020

SaaS companies are now turning to their customer success teams as client health , retention, and expansion of accounts become new priorities. As customers only buy what they need, they also hold suppliers accountable for higher standards. Upsells is a basic form of account expansion. 3. Changing Customer Priorities.

SaaS 71

SaaS Upselling Accountability Sales 71

ClientSuccess

MARCH 9, 2020

As part of this mission, customer success managers (CSMs) are responsible for the ongoing ‘success’ of a customer account. These are often hard numbers that executives can easily measure or account for. Amazing customer experiences often lead to recommendations and testimonials, which in turn usually mean an account renewal or upsell.

Customer Experience 74

Customer Experience Upselling Accountability SaaS 74

Pointillist

SEPTEMBER 10, 2020

Take, for example, a customer desiring to move money from one account to another via their mobile phone. In contrast, organizations that use a journey-based approach can take a much more comprehensive set of behaviors into account—including inaction in a parallel Device Activation Journey. Their goal is to expand their service.

Personalization 128

Personalization Interactive Voice Response Enterprise Upselling 128

Totango

JUNE 6, 2019

In fact, an MRI study of the thought processes of loyal customers found that specific parts of the brain are activated when a customer sees a brand they like. If a customer’s health score is high, they may be ready to renew early or may be a candidate for upsell and cross-sell opportunities. Renewal is a promise of future reward.

Enterprise 95

Enterprise Upselling Accountability Best practices 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. . Renewals (Cited by 67% of Respondents): Studies have shown time and again that company growth is directly tied to high customer renewal. Measure CS Team Productivity.

Upselling 65

Upselling Accountability Enterprise Metrics 65

Totango

MARCH 10, 2020

Your software is a living warehouse of information on your customer’s behavior, and the most accurate way to detect happiness through the study of actions. This score is an effective account of the customer’s current mood. Create a free trial account to get started today.

Customer Experience 93

Customer Experience Upselling Feedback SaaS 93

ProProfs Blog

DECEMBER 11, 2020

It was found in a study that 87% of satisfied customers are more likely to upgrade services and are less likely to cancel due to their loyalty towards the brand. Gaining better profits by recommending the right products during an upsell opportunity. These can also help you in: Preventing customer churn. Improving customer engagement.

Metrics 148

Metrics Abandon rate Surveys Customer effort 148

CustomerSuccessBox

FEBRUARY 14, 2019

The major KPIs of a Customer Success Manager are: Increase Lifetime Value (LTV) of the customers (by upsells, cross sells etc). Provide references, case studies, customer stories to Sales and Marketing. Case studies and testimonials help build trust among potential clients. Create upsell opportunities. Reduce churn.

Management 67

Management Upselling SaaS Sales 67

ChurnZero

DECEMBER 29, 2020

A relic from bygone days of old-school Account Management, QBRs are a classic, but not timeless, practice; one that feels perfunctory and misplaced in today’s always-connected, data-enriched landscape. The SaaS Debate: Who Owns the Renewal and Upsell? Rethinking the Quarterly Business Review (QBR). Customer Success vs. Sales.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

ChurnZero

OCTOBER 8, 2021

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. A large number of opened accounts with the SaaS business. . Yet, over time, your demands will change.

SaaS 98

SaaS Metrics B2B Enterprise 98

ChurnZero

MARCH 14, 2025

According to the 2024 Customer Success Leadership Study , the number of customer success teams under the CRO jumped from 24% in 2023 to 33% in 2024. 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

Vcaretec

JUNE 6, 2022

Countless studies have shown that ensuring your customers have a great buying experience leads directly to larger purchases and repeat sales. Retailers also may have attrition during the season, likely around 15%, and that needs to be accounted for during the interview phase. In fact, it’s your last chance.

Customer Care 97

Customer Care Technical Support Upselling Analytics 97

CustomerSuccessBox

MARCH 7, 2022

According to a research study, a mere 5% increase in customer retention can lead to a 25% increase in company profits. As your customers become long-term users, it will give you more opportunities to upsell thereby increasing the LTV(lifetime value). Customer retention is the lifeblood of a SaaS company. Expansion Manager.

SaaS 52

SaaS Upselling Customer retention Accountability 52

ClientSuccess

MAY 10, 2022

This includes the initial contract, of course, and any upsells, expansions, and renewals that may occur. Second, there is the value a customer account can bring outside of traditional revenue. Think about any potential product enhancement requests, advisory board placements, case study potential, customer speaking engagements, etc.

Upselling 59

Upselling Metrics Accountability Sales 59

Kayako

APRIL 1, 2022

A PwC study found that 73% of consumers say customer service experiences are more important in purchasing decisions than price or product features. The same PwC study shows that nearly 80% of American consumers say that speed, convenience, helpful employees, friendly service, and easy payment are what consumers want today.

Sales 90

Sales Upselling Personalization Chatbots 90

Amity

APRIL 3, 2017

Customer Success Managers should get into the habit of checking the CSAT of the most recent interaction(s) their accounts may have had with support. This will help them have a better picture of the overall account sentiment. Customer Success Manager that managed the account. NPS: Also known as net promoter score. Analyze it.

Upselling 70

Upselling Metrics Feedback Accountability 70

Amity

MARCH 1, 2018

Not only should NPS be taken into account when calculating health, but it should trigger early warnings when dropping into passive or detractor territory. The feedback of a churned customer is invaluable, try triggering one last campaign for those accounts and ask for their feedback.

Customer advocacy 73

Customer advocacy Surveys Upselling Feedback 73

CustomerSuccessBox

JUNE 20, 2022

A customer succes software is specialized software that takes the customer data from your existing tech stack to provide you with a 360-degree view of your customers and their account health. Detect and Act on Upsell & Cross-sell Opportunities. Customer success effort is a complex function. Improve user onboarding.

Upselling 52

Upselling SaaS CRM Multi-channel support 52

ChurnZero

FEBRUARY 17, 2021

ChurnZero Resource: Inaugural Customer Success Leadership Study. Account Segmentation. ChurnZero Resource: Knowledge Hub – Customer Expansion, Upselling, and Cross-Selling for CS Teams. ChurnZero Resource: Customer Health Scoring Cheat Sheet. Charters of Customer Success. TSIA Resource: The Three Charters of Customer Success.

Best practices 78

Best practices Upselling SaaS Analytics 78

Totango

MARCH 2, 2021

T his illustrates why an effective approach to customer journey management must take into account the customer’s entire experience, not just one component. Case Studies. You can help make this a smooth transition by taking steps such as: Assigning account managers to new customers. Product webinars. Datasheets. FAQ guides.

Upselling 63

Upselling SaaS Brand ambassadors Sales 63