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

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 289

B2B Customer Support CRM B2C 289

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 115

Upselling Enterprise Accountability Metrics 115

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

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 157

Accountability Feedback Sales Upselling 157

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

Kapta Customer Success

MARCH 20, 2023

Companies have shifted their focus from high growth at any cost to customer retention and growth through cross-sells and upsells. This puts a lot of pressure on Key Account Managers (KAMs). In fact, 67% of businesses are skipping customer acquisition in favor of customer retention.

Accountability 10

Accountability Management Upselling Customer retention 10

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

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

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

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

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

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

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 Upselling Advertising 185

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 169

Call Center Transportation Upselling Education 169

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

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

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 110

CRM Upselling Metrics Accountability 110

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 109

Upselling SaaS Accountability Enterprise 109

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

ShepHyken

JULY 1, 2022

Over time, the AR category is likely to account for a considerable revenue share. Grow revenues & increase sales through upselling & cross-selling . The global metaverse in the travel industry has been split into blockchain, augmented reality (AR), and virtual reality (VR) based on technology.

Airlines 203

Airlines Upselling Customer Experience Chatbots 203

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 100

Sales Upselling Metrics Accountability 100

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

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

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 95

Upselling CRM Revenue potential Feedback 95

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 103

Customer retention Upselling CRM SaaS 103

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

Nicereply

NOVEMBER 19, 2020

Some leaders see it as a sales function focused on renewals and upsells. And some companies see it as account management, ensuring the customers’ business inquiries post-sale are handled with care. Customer Success is a concept that isn’t well defined.

Upselling 98

Upselling Accountability Sales Management 98

ChurnZero

MAY 9, 2024

Time flies, accounts fall through the cracks, renewals get harder, and you miss upsell opportunities. In just 15 minutes of his CSM Appreciation Week tune-up mini webinar, Ryan showed us a three-step customer success outreach technique that’ll get you closer to hitting your accounts more regularly.

Accountability 52

Accountability Upselling Coaching Best practices 52

Quality Contact Solutions

MARCH 11, 2021

Cross-sells & Upsells: Do you have a group of accounts that your team cannot make contact with consistently? QCS offers to upsell and cross-sell telemarketing service programs designed to engage your customers and grow the value of their account.

Telemarketing 98

Telemarketing Sales Upselling outsourcing 98

Callminer

JUNE 3, 2019

It also removes the potential for any internal bias, offering both agents and managers the peace-of-mind they need to ensure they’re holding each other accountable. Depending on your organization’s preferences, this can then prompt your agent to make a specific offer, upsell where applicable, redirect the call, and more.

Best practices 140

Best practices Average Handle Time Analytics Coaching 140

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

Vcaretec

JUNE 6, 2022

We plan for the peak days , we have a rigorous process for both long-form customer support calls and 30-second quick-resolution calls, and we train our staff to identify upsell and cross-sell opportunities naturally during support interactions. Ensure that your agents are trained to spot upsell and cross-sell opportunities.

Customer Care 96

Customer Care Upselling Accountability Customer Support 96