Totango

NOVEMBER 27, 2023

Analyzing extensive datasets to forecast trends. When customers achieve their goals, businesses will see more subscription renewals and expansion revenue from upsell and cross-sell opportunities. Predicting customer churn or potential customer issues to inform corrective steps to optimize the customer journey. Upcoming renewals.

B2B 98

B2B CRM Enterprise Upselling 98

CustomerSuccessBox

SEPTEMBER 7, 2021

So, without further ado, let’s see the Customer Success Trends as predicted by the CS experts. Future strategies are focused on aggregating customer data and incorporating AI to provide valuable and accurate insights on usage trends, potential churn, and growth opportunities. #3 via GIPHY. #1

Journey mapping 96

Journey mapping Engineering SaaS Upselling 96

Amity

JANUARY 20, 2017

Companies that don’t want to miss out on the trend of branding themselves as “customer-centric” might consider repackaging an existing team, like Account Management, as Customer Success. Account Management teams build relationships and align the value their products can bring with the customer’s goals.

Accountability 72

Accountability Management Upselling SaaS 72

ChurnZero

MARCH 14, 2025

A nine-point increase over the course of a single year is highly indicative of the prevalence and permanence of this trend. 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

ChurnZero

JANUARY 13, 2023

However, it’s tough to predict the future alone — so we asked Customer Success leaders across the industry to share their top trends for 2023. Here are 12 predictions and trends your team can take advantage of now to make a big impact this year. What other trends will shape Customer Success in 2023?

Chief Customer Officer 98

Chief Customer Officer Sales SaaS Customer centricity 98

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

Amity

AUGUST 30, 2018

Companies that don’t want to miss out on the trend of branding themselves as “customer-centric” might consider repackaging an existing team, like Account Management, as Customer Success. Account Management teams build relationships and align the value their products can bring with the customer’s goals.

Accountability 67

Accountability Management Upselling SaaS 67

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. This increases average order value significantly.

Call Center 67

Call Center Sales outsourcing Technical Support 67

Totango

AUGUST 14, 2020

Which then got our account teams, sales team, product teams, and support teams all excited and asking how to leverage Totango. One of the reasons that getting the group hug and really breaking down the barriers of sales and post-sales was so important to our success is we do have a very structured approach to Account Management.

Accountability 158

Accountability Feedback Sales Upselling 158

ClientSuccess

SEPTEMBER 27, 2018

To help you sort through the noise and focus your strategy, we’ve compiled a list of some of the top trends from 2018 that your team should get a jump on. Here are 6 customer success trends that have been huge in 2018: 1. This makes having real-time visibility into customer metrics (MRR, ARR, retention trends, etc.) a necessity.

SaaS 74

SaaS Finance Metrics Upselling 74

ROI CX Solutions

APRIL 29, 2025

Data-driven insights fuel proactive service: AI technologies capture and analyze customer interactions to identify trends, anticipate issues, and tailor support strategies. Identify trends by issue, customer demographic, and time of the year to anticipate your staffing needs at any given time.

Customer Support 59

Customer Support Interactive Voice Response Chatbots Coaching 59

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. He also sits on the board of Directors for CSPN. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

ShepHyken

MAY 25, 2018

When a customer is in pain or trending towards churn, you need to know so you can proactively address it. 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.

Call Center 185

Call Center Customer retention Advertising Upselling 185

CSM Magazine

JANUARY 28, 2025

Webinars and Workshops Hosting live or recorded webinars to explain advanced features or industry trends allows customers to deepen their knowledge and use a product or service more effectively. This ensures that customers can fully adopt and integrate your product into their workflow.

Education 52

Education Upselling SaaS Self service 52

Mindtouch

OCTOBER 23, 2017

Five primary trends are turning customer self-service into a multi-billion dollar market opportunity. The most striking evidence of the self-service trend is consumer preferences. Renewals and upsells matter more. Mobile is already the predominant channel of engagement accounting for most searches on Google.

Self service 65

Self service Upselling SaaS Customer Support 65

CSM Practice

FEBRUARY 15, 2021

It also sought to understand the major trends of customer health scores. This blog will discuss takeaways and trends in customer success about one of the most popular tools – the customer health score. Companies, where CSMs manage less than 60 accounts, are more likely to develop and maintain a customer health score.

Surveys 64

Surveys SaaS Benchmark Upselling 64

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 63

Accountability Management Upselling Enterprise 63

Interactions

APRIL 2, 2025

Upselling, Cross-selling, and Emptying Those Shopping Carts With these same integrations and personalization, retailers can transform contact centers from cost sinks to revenue generators. 81% of customers prefer companies that offer a personalized experience.

Self service 62

Self service Average Handle Time Upselling Contact Center 62

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

TeamSupport

DECEMBER 7, 2020

On the other hand, when 70% or more of revenue comes from existing customers 1 , you must pay close attention to indicators that a customer might be increasing seats or adding user groups to ensure you don’t miss a valuable upsell opportunity. Upselling Other Products or Add-Ons. First, let’s look at potential for growth.

Customer Support 98

Customer Support Upselling B2B Sales 98

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. Segmentation is a helpful strategy for identifying key customer trends.

Journey mapping 110

Journey mapping Upselling Accountability Feedback 110

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

ChurnZero

APRIL 25, 2025

With metrics in hand, its time to start pulling out the trends, themes, and stories behind the numbers. Incorporate setup fees, discounts, and any upsell or cross-sell opportunities that dont factor into your subscriptions or recurring revenue. Separating the trends from the noise. Take a look. Non-recurring revenue.

Finance 52

Finance Metrics Engineering Construction 52

CustomerSuccessBox

JUNE 5, 2019

A SaaS customer goes through acquisition, onboarding, retention, and upsell. Ultimately, you have to identify unmet needs so that you can upsell / cross-sell. At each stage, you need some kind of a health score to evaluate the status of the account and decide how you would engage with the account to take it ahead in the journey.

Best practices 89

Best practices SaaS Accountability B2B 89

Totango

NOVEMBER 25, 2020

Number of Accounts. Accounts with Open High Priority Tickets. Account Coverage. Equipped with this knowledge, CS teams can create more opportunities for upsells/expansions, as well as reduce churn rates. . Customer 360 provides visibility into how each account is doing across the customer journey.

CRM 112

CRM Upselling Metrics Accountability 112

Totango

AUGUST 11, 2021

For example, if data indicates that a customer has not completed their account profile, a workflow can be triggered which sends the customer a reminder and a link to a tutorial on how to finish their profile. Try it free to test for yourself how automation can help you optimize your customer experience and satisfaction.

Best practices 118

Best practices Customer Experience Upselling Interactive Voice Response 118

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

AUGUST 9, 2022

This makes it easier to see trends in data and plan strategic actions. Actions based on data trends can be automated using a tool such as a customer success platform that triggers workflows based on KPI monitoring. This enables more repeat business, more upsell opportunities, referrals and higher revenue.

Best practices 106

Best practices B2B Journey mapping Upselling 106

Totango

AUGUST 21, 2020

Now with visibility across the account, they can easily see where there is risk, opportunity, health scoring for each part of their customer’s footprint and can easily see the broader account team ownership and domain specialists as OneSAP account team. Q: How did SAP manage CS prior to the Totango deployment?

Upselling 117

Upselling Accountability Metrics SaaS 117

CustomerSuccessBox

DECEMBER 13, 2021

Here are some of the Customer Success trends in 2022 that will help you make sense of the incoming changes. Customer Success trends in the year 2022. It then uses and generates smart recommendations, the next best action for CSM for every account to unlock LTV that is otherwise at Risk. Let’s get to the details….

Journey mapping 52

Journey mapping Customer advocacy Upselling Big data 52

Nicereply

MARCH 16, 2022

Some treat Customer Experience as a synonym to Customer Success, others see Success and Support as part of the CX team, and still, others prefer it reports into Sales as a way to increase upsells and renewals. For example, a dedicated account manager and phone support for our highest value customers. What a fantastic model!

Sales 111

Sales Customer Experience Upselling Self service 111

ChurnZero

MARCH 24, 2025

Every trend points to customer success becoming the growth engine of businesses, and since customer success typically owns NRR (net revenue retention) , tracking how the teams investments impact performance is also part of that need. Upsell opportunities. Meetings or calls with that hard-to-reach customer.

Technology 52

Technology CRM Engineering Finance 52

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. Andrew Tillery. MAPCommInc.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Totango

DECEMBER 3, 2021

Totango offers two ways to calculate and track customer health: Account Health and Multidimensional Health. Account Health . Account Health focuses on a customer’s health score, which takes multiple dimensions of customer data metrics and classifies them into a single representation of green, yellow, or red.

Metrics 99

Metrics Accountability Upselling Enterprise 99

TeamSupport

MARCH 3, 2021

Proactive customer engagement accounts for more than a quarter (28%) of Support interactions and grew by 14% from 2019 to 2020. It’s not always about researching negative trends. The largest drivers were new customers, higher user adoption of product features, and more proactive outreach by Support. Learn more at TeamSuccess.com.

B2B 98

B2B Upselling Customer retention Customer Support 98

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. If CS doesn’t have commercial conversations with healthy customers, they’re not setting Sales up to re-enter the conversation and potentially upsell. Use your words Talk to each other!

Sales 103

Sales Upselling Metrics Accountability 103

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. Keep executives informed of successes, risks, and trends within the customer base. Spotting usage trends within accounts.

Accountability 96

Accountability Upselling Analytics Metrics 96