ChurnZero

DECEMBER 7, 2023

With nearly 50% of their capacity spent on smaller accounts that accounted for around 10% of revenue, Smokeball ’s onboarding team felt overworked, and struggled to drive the most value during the onboarding process. Renewal / Expansion Hero: TruVideo Driving upsells and awareness with engaging in-app content. says Kevin.

Upselling 52

Upselling Accountability Sales Marketing 52

Totango

MARCH 2, 2021

T his illustrates why an effective approach to customer journey management must take into account the customer’s entire experience, not just one component. How-to blogs, articles, and videos addressing your market’s pain points. Tutorial videos. Reviews and testimonials mentioning your brand. Product webinars. Case Studies.

Upselling 63

Upselling SaaS Brand ambassadors Sales 63

Totango

AUGUST 23, 2022

Making upsell offers. Video content and ads. Video chat. This may occur through encountering your brand or product through a search engine result, a search engine ad, a social media post, a video, a review on a technology website, word-of-mouth or other means. Upsell offers. Delivering customer support. FAQ guides.

B2B 119

B2B Journey mapping SaaS Upselling 119

ClientSuccess

MARCH 8, 2021

From upsell inquiries from sales to feature testing requests from product to the all-consuming customer requests, it is a lot to deal with. to an extended case study or video. During new sales conversations, many prospective accounts will ask to see some customer testimonials or even talk to customers themselves as references.

Customer advocacy 92

Customer advocacy Upselling Marketing Sales 92

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. Automate Tasks. Gather Feedback.

Journey mapping 108

Journey mapping Upselling Accountability Feedback 108

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 . Providing the right data and giving the insights and recommendations needed to deliver using an AI-based solution that leverages video analytics.

Airlines 196

Airlines Upselling Customer Experience Chatbots 196

Totango

AUGUST 11, 2022

Digital interactions that inform SaaS client relationships span the range of the customer journey , from pre-purchase marketing engagements to onboarding to subscription renewals, upsells and brand advocacy. Demonstration videos. Video chat. Upsell purchases. Examples include: Search engine queries and ads. FAQ searches.

SaaS 110

SaaS Journey mapping B2B Feedback 110

ChurnZero

MARCH 24, 2023

For example, if you receive an end-user NPS response or notice a pattern in end-user NPS feedback that says, “I hate this product,” and then from the same account, you get decision makers or contract signers saying, “I love this product,” that’s a problem. Everyone started looking at the dollars and focusing on these upsells.

Upselling 98

Upselling Metrics SaaS Sales 98

ChurnZero

MARCH 24, 2023

For example, if you receive an end-user NPS response or notice a pattern in end-user NPS feedback that says, “I hate this product,” and then from the same account, you get decision makers or contract signers saying, “I love this product,” that’s a problem. Everyone started looking at the dollars and focusing on these upsells.

Upselling 97

Upselling Metrics SaaS Sales 97

CustomerSuccessBox

AUGUST 22, 2019

Expansion revenue consists of upgrades, upsells and cross sells. Total MRR Expansion Revenue= Revenue from ( Upgrades + Upsells + Cross sells). Make sure you don’t add the revenue from new accounts in Total MRR Expansion Revenue. Upsells + Upgrades. Revenue churn can be due to downgrades and cancellations.

Upselling 56

Upselling SaaS Engineering Metrics 56

CustomerSuccessBox

MARCH 18, 2020

So, when the time comes for that renewal or upsell, you have built the relation to bring it up without any awkwardness. For accounts where weekly or even monthly calls don’t make sense, quarterly business reviews (QBRs) can be a great way to maintain the customer relationship.

Management 115

Management SaaS Upselling Accountability 115

SmartAction

JANUARY 25, 2019

From there, if members want to check on the status of an order, manage their account, or ask a billing question—typically the most common inquiries—they remain in AI automation to complete their task. Video Recap: Real Examples of Companies That Use AI-powered Virtual Agents.

Virtual Agent 45

Virtual Agent Self service Healthcare Contact Center 45

Hodusoft

AUGUST 9, 2021

The e-commerce sector has seen tremendous growth in the last few months on account of the Covid-19 pandemic. Some organizations were already online, whereas others caught up on account of peer pressure, but largely most businesses have an online presence now. Video improves the caller experience even more. There is no wait time.

Social media contact 105

Social media contact Contact center software Contact Center Interactive Voice Response 105

SmartAction

JANUARY 28, 2019

Once the caller ID is recognized, AI automation scans the customer’s account, confirms the caller identity, identifies recent orders, and recommends something appropriate for an occasion based on day and time of the order. Video Recap.

Virtual Agent 49

Virtual Agent Interactive Voice Response Self service Contact Center 49

Totango

FEBRUARY 7, 2019

Automate renewals and upsells. From helpdesk tickets to survey responses and account management engagement, you can organize and access information on any customer or segment within an actionable amount of time. Automate Renewals and Upsells. This video on automated renewals and upsells demonstrates how to approach the issue.

Best practices 82

Best practices SaaS Customer retention Upselling 82

Totango

SEPTEMBER 11, 2020

However, in a world where Customer Success teams often have dozens of accounts to care for, it can be challenging to fully understand the specific needs of individual client accounts and to find time to reach out to each client to meet those needs. . After all, as the old adage goes, “The customer is always right.”

Upselling 83

Upselling Enterprise Healthcare Metrics 83

CustomerSuccessBox

MARCH 10, 2022

Automation provides you the sixth instinct and an additional hand to create more productive engagements across all your accounts. Alerts for new accounts. As soon as a new account is assigned, ensure sure the customer success manager is notified and is able to contact the customer right away to kick-start the relationship.

SaaS 52

SaaS Upselling Education Accountability 52

Satrix Solutions

NOVEMBER 2, 2020

To combat this, companies turn to existing customers for upsell / cross-sell opportunities to offset lost revenue from downgrades or cancellations. Watch the video or read the complete transcript below for their responses. You get that when you have very low churn and high opportunity for upsell & cross sell.

Upselling 78

Upselling Metrics B2B Sales 78

CustomerSuccessBox

JULY 25, 2019

How well the onboarding process is, has a major impact on renewal rate and even the upsells. This elevates the customer experience and in the end, you are rewarded with increase in renewal rate and upsells. To understand in detail how a hybrid onboarding process can be set up, watch this video: ?. Try to understand their pain.

Upselling 79

Upselling Accountability Personalization SaaS 79

Totango

FEBRUARY 28, 2020

For example, a customer that shows a steady addition of license seats over a relatively short time may be ready for an upsell or cross-sell. Similarly, an account that has recorded a sudden drop in usage could be in danger of churn, and should prompt a re-engagement initiative. Create a free trial account to get started today.

Customer centricity 93

Customer centricity Metrics Upselling Enterprise 93

OctopusTech

NOVEMBER 11, 2024

Allow customers to check out without creating an account. Incorporate videos, infographics, or interactive elements that encourage users to stay longer. Include videos, quizzes, or product demos. Upsell and Cross-sell. Offer guest checkout. Provide multiple payment options. Display shipping costs upfront. Add multimedia.

Analytics 62

Analytics Abandon rate Metrics Sales 62

CSM Practice

FEBRUARY 12, 2020

Since existing customers are usually more willing to buy, companies typically offer additional solutions and features in the form of upsells and cross-sells. This may be after a year when customers have fully adopted the product and your interaction allows for account expansion. ?. Qualitative Data. Thinking Ahead.

Upselling 52

Upselling Customer centricity Sales Accountability 52

Hodusoft

SEPTEMBER 4, 2024

Cross-selling and Upselling Can Be Better A study conducted by Forrester Research revealed that cross-selling and upselling account for 10-30 percent of revenues in the e-commerce industry. By doing so, you can enhance your business’s upselling and cross-selling opportunities.

call center solutions 52

call center solutions Call Center Sales call center software 52

ClientSuccess

NOVEMBER 1, 2018

In a recent article , Patrick questions the overall definition of customer success, echoing a common sentiment in the industry: is customer success about combating churn or is it focused on upsells and renewals? On top of that 10%, organizations with a dedicated ‘Account Manager’ role see another 5% bump in retention.

Upselling 61

Upselling SaaS Accountability Analytics 61

CustomerSuccessBox

FEBRUARY 27, 2019

But someone needs to be responsible and held accountable for the results and ROI of customer success. At the start, it is not feasible to focus on several KPIs like retention, onboarding, upsells etc. We recorded a video with our Founder & CEO, Puneet Kataria to discuss the same. ? ? ? ? ? ? ?.

Upselling 65

Upselling Chief Customer Officer SaaS Sales 65

Totango

DECEMBER 21, 2021

It also can create an opportunity for upsell offers when applicable. A great way to introduce new features is to send customers links to how-to videos describing the feature’s benefits and demonstrating how to use it. Announcing new features to customers encourages more active user engagement and product adoption.

Management 109

Management Best practices Upselling Accountability 109

JivoChat

JULY 25, 2021

With this information, agents can easily upsell, cross-sell, or share special offers with loyal customers. This app helps B2B customers manage their own accounts. Account details. Embedded YouTube videos. Accepts eChecks with Intuit Payments account. Key features. CRM integration. Automatic language translation.

Sales 52

Sales Accountability Upselling B2B 52

ChurnZero

AUGUST 14, 2020

They focus on opportunity management – like the manual activities that typically exist within accounts. Get direct access to CRM data, such as accounts, contacts, opportunities, cases, subscription data (renewal date, license count, total contract value, etc.) Track free-trial users for upsell opportunities to convert to paid users.

CRM 87

CRM Finance Upselling Accountability 87

SmartKarrot

OCTOBER 12, 2022

Customer account journey for B2B organizations can help with this. . The B2B customer experience is affected by various touchpoints throughout the customer account journey. So, how does one evaluate the account journey and make the necessary improvements? What is a customer account journey? So, let us get started.

B2B 10

B2B Accountability Brand ambassadors Customer advocacy 10

CSM Practice

FEBRUARY 24, 2020

1. Average Revenue Per Account (ARPA). The Average Revenue Per Account is a profitability metric that assesses your company’s revenue per customer account, usually calculated on a yearly, quarterly, or monthly basis. Average Revenue Per Customer = Total Revenue / Number of Accounts.

Metrics 52

Metrics Upselling SaaS Accountability 52

Nicereply

FEBRUARY 2, 2024

Customer Experience vs. Customer Service vs. Account Management While there are similarities with other customer-facing initiatives, you shouldn’t confuse customer success with other similar terms. To help you make the distinction, here are brief explanations of customer success, customer experience, customer service, and account management.

Education 59

Education Accountability Customer retention Journey mapping 59

Totango

MARCH 10, 2020

This score is an effective account of the customer’s current mood. It can be used to create an early warning system to prompt action to capitalize on renewals and upsells, or to prevent churn. Create a free trial account to get started today. Training materials. Prioritize Escalations and Cherish Feedback.

Customer Experience 93

Customer Experience Upselling Feedback SaaS 93

SharpenCX

FEBRUARY 24, 2023

This helps banks identify cross-selling and upselling opportunities in order to provide products that will help customers reach their financial goals. When banks have a 360 view of the customer they are able to see not just what products the customer has with them, but also how those products are being used.

Banking 76

Banking Personalization Customer Experience Chatbots 76

Calltools

OCTOBER 19, 2022

Your values might include accountability, respect, and customer service. Upsell and cross-sell products to increase holiday contact center revenue. Setting up a knowledge base or video-based training will help at-home agents navigate work challenges without contacting you. Reflect your company’s values during each call.

Contact Center 52

Contact Center Gamification Upselling Scripts 52

CSM Magazine

DECEMBER 19, 2020

The support executives will get suggestions on blogs and videos that will solve customer queries. Separate individuals and priority should be given to high-value accounts to provide them with a premium experience. Integrate the CRM with ERP or any other software that you use for accounting and maintaining customer records.

CRM 52

CRM Customer Service Upselling Analytics 52

TeamSupport

AUGUST 17, 2020

Assign the ticket to an agent who is familiar with that account and let them suggest the right course of action. And in the course of the dialogue, may uncover an opportunity to upgrade their account—an upselling opportunity—and that can only be determined by taking time to find out what the real problem is…and fix it!

B2B 59

B2B Self service Upselling Customer Support 59

CustomerSuccessBox

MAY 31, 2021

The other responsibilities of a CSM includes- i) Account escalation ii)Periodic health check iii) customer advocacy iv) Renewals and upsells. Now, there comes a fundamental question as How many accounts to be assigned per success manager? Or are they delivering success remotely over phone calls and video meets?

Management 52

Management SaaS Customer advocacy Accountability 52