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

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 Analytics Accountability 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

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 Accountability 84

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

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

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

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 125

Upselling Feedback Surveys Customer advocacy 125

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 95

Upselling CRM Revenue potential Feedback 95

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

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 108

Journey mapping Upselling Accountability Feedback 108

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

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 103

Customer retention Upselling CRM SaaS 103

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

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 109

Upselling SaaS Accountability Enterprise 109

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

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

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 100

Sales Upselling Metrics Accountability 100

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.

Analytics 174

Analytics B2B Education Feedback 174

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 116

Upselling Accountability Metrics SaaS 116

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 CRM SaaS Customer advocacy 80

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

MARCH 15, 2022

So let’s deep dive into Customer Success, Customer support and Account management. Delivering value to the customers through the product’s abilities and customer experience while also staying intact with the brand image and looking for upsell opportunities every moment. What is Account Management? What is customer success?

Accountability 52

Accountability Customer Support Management Upselling 52

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 103

Best practices B2B Journey mapping Upselling 103

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 112

Enterprise Customer centricity Benchmark Upselling 112

TeamSupport

MARCH 3, 2021

The second way is to use B2B customer support tools to proactively strengthen your customer relationships and reduce churn. Proactive customer engagement accounts for more than a quarter (28%) of Support interactions and grew by 14% from 2019 to 2020. The first way to do so is to ensure product adoption and use.

B2B 98

B2B Upselling Customer retention Customer Support 98

Totango

JUNE 24, 2022

SaaS companies face distinctive challenges, including pursuing different goals, using various methods to measure success, and relying on different tools to deliver successful outcomes. Delivering successful SaaS outcomes requires using tools to engage customers digitally, such as in-app messages, live chat, and email.

Best practices 106

Best practices SaaS Journey mapping B2C 106

Babelforce

APRIL 6, 2022

Know Your Customer” tools help call centers identify callers and then create personalized experiences. Once integrated, these tools can share data. You can set up automated processes across multiple tools, whereby a trigger in one system results in an action in another. It’s like the agent already knows who you are.

Self service 52

Self service Interactive Voice Response CRM Call Center 52

Quality Contact Solutions

JANUARY 27, 2022

This is one of the more common techniques to increase the overall value of an account. These accounts already have the main product or service, and the cross-sell is an add-on item that will increase the total amount of the account. Increase Sales by Upselling. Let’s talk about cross-selling.

Sales 98

Sales Upselling B2C Best practices 98

Babelforce

SEPTEMBER 8, 2021

This information is combined with touchpoints, customer goals, KPIs and team accountability. The map itself doesn’t matter; it’s just a tool to reveal what experiences you should provide, and when. 4 Better upselling. Badly timed upselling doesn’t lead to more sales; it leads to higher churn. #5

Journey mapping 98

Journey mapping Upselling Customer effort Personalization 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. To give an example, Bryan outlined the hypothetical scenario of a CSM whose customer accounts for one division of a company that’s comprised of three divisions. Customer Success Around the Web.

Sales 94

Sales Upselling Morale SaaS 94

Totango

AUGUST 25, 2022

It increases customer satisfaction and loyalty, driving higher subscription renewal rates, reduced churn, and more sales from upsells and referrals. Extend upsell offers or referral incentives to customers with high satisfaction ratings. A company must develop or achieve tools that will help them measure customer behavior.

SaaS 100

SaaS Upselling Metrics Journey mapping 100

Totango

MARCH 29, 2022

When the customer jo urney, with touch points across a number of apps and tools, is brought into one location, it gives teams a single, unified view of their customer portfolios. Increase product adoption and identify opportunities for upsell. Here’s how Totango and HubSpot help teams to create an improved customer journey.

Customer advocacy 98

Customer advocacy Upselling Accountability Sales 98

ProProfs Blog

DECEMBER 11, 2020

Gaining better profits by recommending the right products during an upsell opportunity. You can even add user feedback tools like Qualaroo on your website to know if your visitors are satisfied with what they’ve found on your website. One of the tools to measure customer satisfaction is through a NPS software.

Metrics 148

Metrics Abandon rate Surveys Customer effort 148

CustomerSuccessBox

FEBRUARY 20, 2022

Read about: Common mistakes CSMs do while setting up Account Health! Know more: Drawbacks of product analytics tools and how data-driven CS helps. Was upselling the reason your outcome was based on? Top 6 tools for measuring customer health. All the needed information for an account is in one place. It ends there!

SaaS 52

SaaS B2B Accountability Upselling 52