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

ShepHyken

SEPTEMBER 20, 2019

Customer Success / Account Management – Outside of support, this team interacts with customers the most frequently. If a sales manager is looking to upsell the customer on a new feature, they’ll click on the company profile and know immediately that Friday probably isn’t a good day for a meeting.

B2B 281

B2B Customer Support CRM B2C 281

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

ClientSuccess

OCTOBER 25, 2022

In addition to managing the day-to-day health and support of customer accounts, CSMs are tasked with building a strategic vision for customers and reviewing future challenges, wins, and opportunities. . What is a customer account review? Customer account reviews can happen on a quarterly, bi-annual, or even annual basis.

Accountability 74

Accountability Upselling Metrics Sales 74

Kapta Customer Success

JANUARY 8, 2024

Looking to hit your business growth goals this year? As businesses strive to do more with less, customer retention and expansion is the way to go. This allows you to spend less on costly new customer acquisitions while protecting the 20% of your existing customer base that generates up to 80% of your revenue.

Upselling 59

Upselling Accountability Management Customer retention 59

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

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? 2: CS can help sales increase upsell opportunities (if sales owns expansion). Sales teams often operate on short-term quotas (e.g.,

Upselling 52

Upselling Sales Customer retention Consulting 52

ChurnZero

JANUARY 31, 2025

But it doesnt know that this is a healthy customer whom you intend to upsell next quarter. The CSP should be doing things for you: writing emails, summarizing account histories things that are actionable. You tell your AI point product to write a renewal email, and it writes a great Hey, its renewal time draft.

Upselling 97

Upselling Engineering Enterprise Marketing 97

CSM Magazine

MARCH 6, 2025

Offer Guest Checkout Dont force new customers to create an account to make a purchase. Shopifys one-page checkout helps minimize steps, making it quicker and more convenient for customers to finalize their orders. Offering a guest checkout option can prevent frustration and reduce abandonment rates.

Abandon rate 52

Abandon rate Upselling Construction Feedback 52

Call Design

JANUARY 21, 2021

During these calls, AI can suggest specific products for your agents to upsell to customers. Most of your customers will be on social media, and a lot of them are probably following your accounts. Upgrade Old Technology. Updating legacy phone systems might be the best first step for your contact centre to make in 2021. Social Media.

Upselling 167

Upselling Coaching Consulting Consulting 167

Myra Golden Media

MARCH 15, 2018

He knew I lived in Oklahoma, based on details in my account, and he said…, “Oklahoma! Inform the customer, or …upsell. This may take me a few minutes.”. Make small talk. Once, when I was talking to a customer service representative, he used the downtime fantastically. Are you a Sooner fan, by chance?”

Customer Service 179

Customer Service Upselling Wait times Accountability 179

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

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

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

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

CCNG

APRIL 27, 2022

I thought about the warehouse full of employees that were waiting to ship out orders the contact center teams took, and I thought about the dozens of account managers that were depending on the contact center teams to sell products and make their clients happy. I did the same thing with the account managers and clients.

CCNG 195

CCNG Contact Center Scripts Feedback 195

ChurnZero

MAY 25, 2023

While renewals are a central aspect of CS work, many Customer Success Managers (CSMs) have a mandate for upsells. In this approach, a renewal, upsell, or downsell is either completely in or completely out. In this approach, a renewal, upsell, or downsell is partially included in a forecast. It doesn’t end there either.

Upselling 97

Upselling Metrics Surveys Accountability 97

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

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 Best practices Accountability CRM 104

ProProfs Blog

DECEMBER 4, 2020

A great example of this is how Netflix is combining customer service and product promotions with its social accounts. Identify Opportunities to Upsell & Cross-sell. Both marketing and customer service teams can help you cross-sell and upsell that ultimately helps you boost your revenues. Netflix and chill? No, really.

Marketing 147

Marketing Customer Service Upselling Customer Support 147

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

ShepHyken

MAY 25, 2018

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. It’s a constant balancing act, wherever and whenever the customer touches your brand.

Call Center 185

Call Center Customer retention Advertising Upselling 185

CSM Magazine

JANUARY 28, 2025

Drives Upsells and Cross-Selling Opportunities Educated customers are more aware of how your offerings align with their needs, making them more open to upgrading or trying complementary products. This ensures that customers can fully adopt and integrate your product into their workflow.

Education 52

Education Upselling SaaS Self service 52

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

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

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

ShepHyken

DECEMBER 7, 2023

This is noteworthy because energy costs can account for 5-20% of a call center’s operating expenses. Environmental Protection Agency notes that the transportation sector accounts for about 29% of total U.S. Call centers consume around four times more energy per square foot than typical offices, and in the U.S.,

Call Center 158

Call Center Transportation Upselling Education 158

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

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

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

Totango

NOVEMBER 23, 2021

This, in turn, makes it difficult to intervene with customers who are at risk of churn, as well as challenging to spot upsell opportunities. Your Upsells Are Going Down. Look for a CS platform that lets you spot emerging upsell opportunities as well as customers at risk of churn. Your Escalations Are Going Up.

Upselling 98

Upselling CRM Revenue potential Feedback 98

ChurnZero

MARCH 24, 2025

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. Without the proactive edge of a customer success platform, CSMs will miss: Usage drops for high-value accounts.

Technology 52

Technology CRM Engineering Finance 52

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.

Best practices 118

Best practices Customer Experience Upselling Interactive Voice Response 118

Totango

AUGUST 16, 2022

Identifying customers in the market for upsell offers and referral invitations. For example, you can use automated monitoring of client accounts to track user adoption rates. Highly active customers and satisfied users may be open to renewing and purchasing upgrades or additional upsell products. Dunning Management: Profitwell.

Customer retention 106

Customer retention Upselling CRM SaaS 106

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. They want to upsell, cross, sell, whatever. It is also essential to determine how the different moments in an experience make customers feel.

Journey mapping 195

Journey mapping Customer centricity Consulting Consulting 195

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.” “Totango has proven to be a game changer.” Systems & Operations Manager. What’s not to love?

Upselling 112

Upselling SaaS Accountability Enterprise 112