Totango

FEBRUARY 12, 2025

It provides a consolidated view of where customer relationships stand, helping enterprises address risks, empower account teams, and uncover new opportunities to drive value. The enterprise solution Large customer accounts often have layered needs. Account-level segmentation Enterprise customers rarely behave as a single entity.

Enterprise 62

Enterprise Metrics Accountability Construction 62

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

Outsource Consultants

FEBRUARY 25, 2025

Master the Art of Upselling and Cross-selling Upselling and cross-selling are powerful techniques that can boost your ecommerce sales significantly. Train your call center agents to identify opportunities for upselling and cross-selling during customer interactions. How can a call center increase my e-commerce sales?

Call Center 67

Call Center Sales outsourcing Technical Support 67

ChurnZero

JANUARY 26, 2021

A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. From technical support to renewals and upselling, this role might be one of the most confusing and misunderstood jobs in all of tech. . That information is captured in an Account Plan which is a different exercise and tool altogether. .

Management 98

Management Chief Customer Officer Upselling SaaS 98

ChurnZero

MARCH 14, 2025

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? Will the customer trust their customer success manager (CSM) if theyre more focused on dollars and cents than building a relationship with them?

Upselling 52

Upselling Sales Customer retention Consulting 52

Totango

FEBRUARY 24, 2021

Customer success tools can help you increase your revenue by promoting client satisfaction and retention. Here are six essential features to look when selecting customer success tools. Customer success tools don’t work in isolation. How many customer accounts can you support? Easy Integration. Support for Scaling.

Upselling 71

Upselling Journey mapping Accountability Analytics 71

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

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

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

JustCall

FEBRUARY 5, 2020

However, there is limited knowledge of tech-based tools for handling such modernization. In this blog post, we will talk about the various tools that you must have in your education tech stack, and with features that you must look out for if you want to bring more growth in your business. It also aids strategies like upselling.

Education 84

Education CRM Sales Upselling 84

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

CSM Magazine

JANUARY 28, 2025

By offering knowledge bases or self-service tools, you reduce the burden on your customer support team while ensuring customers can find quick and accurate resolutions. A productivity app, for example, can educate users on features via step-by-step tutorials, allowing them to engage with the tool more effectivelyfaster.

Education 52

Education Upselling SaaS Self service 52

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 158

Accountability Feedback Sales Upselling 158

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

ChurnZero

MARCH 24, 2025

A CRM is a great tool for sales operations, but it falls short for customer success needs. The platform is a reference tool, not built for customer segmentation, and lacking built-in actions to trigger workflows or customer alerts. Upsell opportunities. 1: You notice your CRM holding your team back.

Technology 52

Technology CRM Engineering Finance 52

Totango

NOVEMBER 23, 2021

Whether you’re not using a customer success platform yet or you’re using an aging CS tool, there comes a time when you need to upgrade CS software. Here we’ll look at six of the most common signs you need a new CS tool. This is because CRM tools are designed to manage customer relationship data, not customer success outcomes.

Upselling 98

Upselling CRM Revenue potential Feedback 98

Totango

AUGUST 16, 2022

Finally, we’ll review five of today’s top customer retention platform tools and what they can do to help you maintain more clients. For instance, a customer relationship management (CRM) app may be used to segment customers at risk of churn and reach out to them, serving as a CRM customer retention tool.

Customer retention 106

Customer retention Upselling CRM SaaS 106

Totango

APRIL 2, 2019

This is also a good time to add upsells to accounts that have high customer health scores. Health scores indicate which customers may be receptive to cross-sell or upsell offers and which ones might require extra attention from your success team. Customize Notifications and Health Scores. Gather Feedback.

Journey mapping 110

Journey mapping Upselling Accountability Feedback 110

Totango

JULY 19, 2021

If you only check in with customers weekly or monthly, one representative can handle many accounts. According to Totango’s survey, 26% of respondents stated that the typical CSM at their companies managed between 51-100 accounts, while 17% of respondents stated that their CSMs managed more than 200 accounts! Onboarding.

Upselling 126

Upselling Feedback Customer advocacy Surveys 126

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

TeamSupport

DECEMBER 7, 2020

Here at TeamSupport we talk a lot about tools you can use to gauge customer sentiment and measure the overall health of the relationship you have with each of your customers. To identify upsell opportunities set triggers for words or phrases like, “How much is it to add a user?”. Upselling Other Products or Add-Ons.

Customer Support 98

Customer Support Upselling B2B Sales 98

ChurnZero

NOVEMBER 26, 2024

Key performance indicators (KPIs) / objectives and key results (OKRs) they will be evaluated on, such as adoption, retention, upsell or cross sell, customer success qualified leads. Monitor account health, identify upsell opportunities, and collaborate with cross-functional teams to deliver exceptional customer experiences.

SaaS 52

SaaS Upselling Enterprise industry standards 52

Beyond Philosophy

FEBRUARY 3, 2022

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. But, the fact is, knowing how people feel throughout the experience is essential to making journey mapping an effective and operational tool. .

Journey mapping 195

Journey mapping Customer centricity Consulting Consulting 195

ProProfs Blog

DECEMBER 4, 2020

A great example of this is how Netflix is combining customer service and product promotions with its social accounts. The marketing team can do thorough audience research using tools like Google Analytics and social media analytics to compile data on existing customers and social audience such as: Age. Netflix and chill? No, really.

Marketing 147

Marketing Customer Service Upselling Customer Support 147

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 CRM Best practices Accountability 104

Totango

AUGUST 11, 2021

In a digital environment, customer experience revolves around technology, making automation and artificial intelligence some of the most important tools for enhancing experience. Deploy Automation and Artificial Intelligence. Make sure your customer service is consistently high by adhering to well-designed standard operating procedures.

Best practices 118

Best practices Customer Experience Upselling Interactive Voice Response 118

Totango

MAY 7, 2024

By our math, that means nine out of 10 revenue-accountable leaders need a hand getting on the same page as their fellow go-to-market (GTM) counterparts. It’s a handy tool for articulating the roles and responsibilities in cross-team collaboration. Use your words Talk to each other!

Sales 103

Sales Upselling Metrics Accountability 103

ChurnZero

MARCH 28, 2025

When a CRO immediately layers on revenue targets or removes specialized tooling, they risk breaking the trust that CS has worked so hard to build. The account managers were doing heroic work, that one rep had developed her own system to track health with five different tools. Balance incentives. QBRs are table stakes.

CRM 52

CRM Sales Metrics Upselling 52

CSM Magazine

FEBRUARY 5, 2025

24/7 Availability Chatbots and AI tools allow businesses to provide round-the-clock support, while human agents assist during peak hours or when escalations arise. Tasks such as order tracking, refund requests, or account updates are often completely handled by these virtual assistants, reducing wait times for customers.

Contact Center 52

Contact Center Chatbots Analytics Airlines 52

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. And one tool that helps you conduct consistent communication and simplify customer journey is live chat. Sign Me Up for Free ProProfs Live Chat Account! You add it to the cart and are ready to check out.

B2B 174

B2B Analytics Education Feedback 174

Totango

FEBRUARY 13, 2024

At PowerToFly, customer success and account management teams must work together to support their clients—without overwhelming them. Across a large CSM team and a new Account Management team, that adds up.” The tool was built so well for a specific purpose that it’s hard for any other competitor to compete.

Upselling 112

Upselling SaaS Accountability Enterprise 112

ProProfs Blog

SEPTEMBER 28, 2018

If such a reason isn’t sufficient enough for you to understand the importance of the tool for your business website, then let’s take a look at what experts have to say below. 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? Definitely not.

B2B 159

B2B Chatbots Upselling Interactive Voice Response 159

Totango

AUGUST 21, 2020

A: How was the Totango learning curve for these 13k users especially with so many tools SAP already has? 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. SC: Totango is very easy to use and is cloud-based.

Upselling 117

Upselling Accountability Metrics SaaS 117

Totango

AUGUST 9, 2022

To use segmented data for practical applications, teams may use tools such as key performance indicators (KPIs), dashboards and reports. Actions based on data trends can be automated using a tool such as a customer success platform that triggers workflows based on KPI monitoring. Six Best Practices for B2B Customer Segmentation.

Best practices 106

Best practices B2B Journey mapping Upselling 106

Totango

DECEMBER 20, 2023

With our last tool, everything was complicated, overly technical, and buggy. All the while galvanizing internal collaboration across accounts and facilitating upsell/cross-sell opportunity and execution to grow our book of business. These actions lead to increased efficiency and time savings.

Enterprise 115

Enterprise Customer centricity Benchmark Upselling 115

TechSee

SEPTEMBER 24, 2019

If Customer Service has not yet resolved a customer’s issue, a planned upsell should be delayed. Starting with a robust and mobile-responsive website, customers seamlessly transition to the travel-planning site, as well as the My Disney Experience tool. If Sam was a VIP once, he should be a VIP next time too. Technology as the driver.

Customer Experience 150

Customer Experience Self service Banking Analytics 150

CustomerSuccessBox

APRIL 11, 2019

Some think that a CRM should suffice whereas others want to build their own dashboards on top of analytics tools. Sales delivers customer acquisition vs. Customer Success delivers product adoption + retention + upsell. The overlaps happen only when they communicate during handoffs and upsells.

Upselling 80

Upselling SaaS CRM Customer advocacy 80