Totango

MAY 7, 2024

If CS doesn’t have commercial conversations with healthy customers, they’re not setting Sales up to re-enter the conversation and potentially upsell. That way, both teams can use those outcomes as a benchmark of success throughout the customer journey. Use your words Talk to each other! This doesn’t just provide a useful shared goal.

Sales 103

Sales Upselling Metrics Accountability 103

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. For example, you can: Extend premium upgrade offers to freemium customers. Evolve Your Service.

SaaS 103

SaaS Upselling Metrics Journey mapping 103

Totango

JUNE 24, 2022

SaaS success outcomes can be defined in terms of measurable digital benchmarks. On the other hand, when data reflects high customer satisfaction, CS teams can extend upsell offers or referral invitations. Expansion of product usage through upgrade, upsell and cross-sell offers. Conversion from freemium to paying customer.

Best practices 109

Best practices SaaS Journey mapping B2C 109

Totango

JANUARY 10, 2024

Use baselines to track customer outcomes It’s typical for organizations to measure their client’s performance against industry best practices and use those numbers as a benchmark for success. By delivering against expectations defined early on, the sales and CS teams can partner to drive upsells and cross-sells.

Sales 99

Sales industry standards Benchmark Upselling 99

Totango

AUGUST 18, 2022

It also promotes higher product usage, increases the likelihood of upselling purchases and encourages customers to become enthusiastic brand advocates. Establishing benchmarks representing progression and completion of onboarding. Ensure that your platform of choice is scalable to grow and evolve alongside your enterprise.

Journey mapping 99

Journey mapping SaaS Upselling Enterprise 99

Totango

AUGUST 23, 2022

Making upsell offers. Upsell offers. For each touchpoint, identify which KPIs you can use to set goals and benchmarks, measure outcomes, and evaluate the performance. The post B2B Customer Journey Touchpoints CS Teams Need To Plan For appeared first on Best Customer Success Blog: Articles for Enterprise Growth.

B2B 122

B2B Journey mapping SaaS Upselling 122

Totango

OCTOBER 1, 2019

Being a customer-centered enterprise means acting as a trusted advisor and helping your customers get greater business value from your product. For example, your customer needs to onboard two new employees while simultaneously working through an upsell with your sales team. Goals to Consider: Product usage compared to benchmarks. .

Enterprise 81

Enterprise Metrics Benchmark Upselling 81

ChurnZero

MARCH 18, 2022

If you’re spending a ton of money to get a customer – you’re enterprise sales, you have expensive sales reps, or a long sales cycle – that’s a disaster. I’ve worked with some companies that have a zero percent expansion rate because they sell enterprise coverage on the first deal. Is that fair, Dave?

SaaS 98

SaaS Metrics Surveys Enterprise 98

Totango

APRIL 16, 2021

This lays the groundwork for subscription renewals and upsell opportunities. Or you can email a segment of your list by name to extend an upsell offer based on purchase and usage history data. Usage data may also highlight an upsell opportunity. Why Use Personalized Customer Engagement? Personalizing Product Usage Data.

Personalization 71

Personalization Upselling Benchmark SaaS 71

ChurnZero

JANUARY 26, 2021

From technical support to renewals and upselling, this role might be one of the most confusing and misunderstood jobs in all of tech. . He’s used the concept successfully at SAP , an enterprise ERP software company with 95,000 employees. The range of responsibilities of Customer Success Managers (CSM) in the industry is dizzying.

Management 98

Management Chief Customer Officer Upselling SaaS 98

Totango

APRIL 14, 2020

The digital transformation of business has finally given enterprises the power to deliver on the potential of B2B customer segmentation. A single customer success team member within your enterprise can remain in close contact with thousands of customers, and keep their engagements relevant and beneficial to the customer.

Best practices 71

Best practices B2B Enterprise Accountability 71

Totango

FEBRUARY 10, 2021

To put your goals of promoting customer success into action, you can define benchmarks that measure success in quantifiable terms. Defining desired outcomes enables you to establish benchmarks that can be used to measure customer success. Set Success Goals for Each Stage of Your Customer Journey Map.

Customer retention 90

Customer retention Journey mapping SaaS Benchmark 90

Lumoa

APRIL 28, 2024

You can even find opportunities for cross-selling, upselling, or personalized promotions by using real-time insights and trends generated by AI. However, if you are looking for a one-shop-stop solution for customer and employee experience and you have the budget of a large-scale enterprise, Qualtrics can be the right solution for you.

Feedback 78

Feedback Consulting Consulting Enterprise 78

Pointillist

JULY 25, 2018

What are the quantitative business goals that will influence the journey analytics project e.g., churn, retention, acquisition, cross-sell, upsell, purchase, rate of renewal etc.? Upsell and Cross-sell Revenue Growth. 5 essential steps to find upsell and cross-sell opportunities with journey analytics ]. Churn Rate. Governance.

Analytics 93

Analytics Government Metrics Upselling 93

Totango

DECEMBER 12, 2019

Defining your customer journey also gives you a clear set of milestones and goals to benchmark customer progress. Customers can experience escalation while they’re in the midst of renewal, or some circle back to onboarding due to an upsell. . Share Customer Data Across the Enterprise: Every customer interaction generates information.

Management 65

Management Enterprise Best practices Benchmark 65

Totango

JANUARY 29, 2021

Successful customers become more likely to make cross-sell and upsell purchases. For best results, goals should be expressed in terms of quantifiable key performance indicators so that you can establish benchmarks and measure progress. With an improved customer experience, churn rates decrease, increasing retention.

Best practices 85

Best practices Benchmark Upselling Accountability 85

Totango

JUNE 4, 2021

By tying your cross-sell and upsell offers into your customers’ actual use of your product, you not only increase engagement, but you increase the attractiveness of your offers, helping boost your revenue. You can also elicit feedback after customers achieve customized benchmarks. Reward Customer Loyalty.

B2C 63

B2C Upselling Journey mapping B2B 63

Cincom

MARCH 6, 2025

Marketplaces & Third-Party Sellers: May introduce dynamic pricing based on demand fluctuations and competitor benchmarking. A direct enterprise customer might receive a different price than a reseller or distributor, ensuring that each sales channel remains profitable while maintaining consistency and fairness in pricing.

Automotive 40

Automotive Revenue potential CRM Sales 40

Quality Contact Solutions

FEBRUARY 26, 2021

SOC 2 Type II certification is considered to be the benchmark for data security. About Quality Contact Solutions Quality Contact Solutions (QCS) is a certified woman-owned business enterprise and an industry leader in call center and telemarketing services solutions, including B2B and B2C programs. and compliance professionals. “SOC

Telemarketing 52

Telemarketing B2C outsourcing Benchmark 52

Solvvy

MARCH 22, 2022

For some businesses, this is about customer satisfaction, retention, or support, whereas for others, it may be to drive revenue through product discovery, upsells, or increase conversations. It can be longer for more complicated Enterprise implementations, but still within a month typically.

Chatbots 62

Chatbots Morale Benchmark Upselling 62

Cincom

APRIL 15, 2025

The customer experience management definition extends beyond traditional customer serviceit is an enterprise-wide strategy that integrates AI, automation, and real-time analytics to optimize every interaction across digital and physical touchpoints. Establish benchmarks to track improvements over time.

Customer Experience 40

Customer Experience Management Chatbots CRM 40

Totango

JUNE 23, 2020

The COVID-19 pandemic has created uncertainty across the market and enterprises of all kinds are looking for a solid understanding of their customer base as they prepare for recovery. First, though, we will look at how net promoter scores are calculated and what they actually mean for your enterprise. Place Results in Context.

Best practices 62

Best practices Brand ambassadors Surveys Enterprise 62

SmartKarrot

DECEMBER 2, 2022

It is money earned after the original purchase and obtained through upselling, cross-selling , and renewals to your current clientele. As a benchmark, a business should aim to generate 30% of its overall revenue from expansion; yet most SaaS companies only generate 10% on average. This is where IDEM comes into the picture. Cross-sell.

Upselling 21

Upselling Management SaaS Benchmark 21

Amity

FEBRUARY 9, 2016

Consider this, the ‘Enterprise’ tier is typically more complex and, as a result, more difficult to implement. Enterprise customers need and pay for higher levels of service. No salesperson likes surprises, especially when trying to upsell within an account. Not all customers are the same.

SaaS 66

SaaS Enterprise Benchmark Upselling 66

Avaya

DECEMBER 1, 2016

But if you’re a midsize business, is it even possible to break through the bulwark of expectations and large enterprise investments, and stand out from the crowd on customer experience alone? At Avaya, we strongly believe the answer is a resounding YES! Make Faster Connections: Link Your Customer Engagement Platform to Your CRM System.

Customer Experience 57

Customer Experience Multichannel Interactive Voice Response Contact Center 57

Education Services Group

SEPTEMBER 4, 2019

An easy way to think about leading indicators is as benchmarks you can use to measure your progress towards change. You can even compare how your score benchmarks with other companies across the country using the American Customer Satisfaction Index. It might seem a little confusing now, but I’ll walk through some examples.

Benchmark 45

Benchmark Upselling Metrics Management 45

CustomerSuccessBox

JULY 19, 2021

Hence, Customer Success Management together with a solid strategy results in a decreased customer churn, increased upsell opportunities, and renewals. The bulk of enterprise organizations have Customer Success Teams that cost 10% of ARR or less. These are Top Customer Success Statistics in 2021. Customer success is the top priority.

SaaS 52

SaaS Customer retention Surveys Chatbots 52

Pointillist

MARCH 20, 2019

Cross-sell/Upsell Customers who are delighted with their experience spend more with a business by buying additional products and services. Plan Which Investments Are Required Investment in Training Improving customer experience in large enterprises is impossible to achieve without investing in training.

Customer Experience 59

Customer Experience Banking Metrics Analytics 59

ChurnZero

MARCH 18, 2022

The Q&A portion of the webinar further explored commonly misused metrics, benchmarks, and measurement practices in Customer Success and SaaS. If you’re spending a ton of money to get a customer youre enterprise sales, you have expensive sales reps, or a long sales cycle that’s a disaster. Is that fair, Dave?

SaaS 52

SaaS Metrics Surveys Enterprise 52

CSM Practice

OCTOBER 15, 2019

A TSIA benchmark study on renewal rates showed that there is a 13.7 Per TSIA latest industry benchmark, dedicated renewal teams, automation, and communications boost contract renewal rates by up to 3 points for all surveyed members, and to 10 percentile points for software and hardware businesses.

Benchmark 40

Benchmark SaaS Journey mapping Customer centricity 40

Amity

OCTOBER 23, 2018

However, if you have fewer customers who are only on annual contracts and who you upsell and cross-sell to, you would want to keep a closer eye on Net Revenue Churn. This really depends on your industry so you want to familiarize yourself with industry benchmarks.

Metrics 76

Metrics Best practices Customer retention SaaS 76

Comm100

FEBRUARY 6, 2018

Business size — Do you run a small business or a large enterprise? With the price as a deterrent for some smaller organizations, Salesforce is best used by large and enterprise companies. Great for : Enterprises looking to spend on an industry-leading CRM software solution; medium and large businesses with big budgets.

CRM 58

CRM Enterprise SaaS Marketing 58

CSM Practice

APRIL 13, 2021

Identifying opportunities for upselling and cross-selling is one thing a CSM must deliberately focus on to implement proactive expansion selling. Prepare to benchmark data to see how well your customer is doing in comparison to their competitors. . How to ensure that customers receive proper guidance? Expansion Selling.

Management 52

Management Customer retention Upselling Accountability 52

Comm100

FEBRUARY 20, 2018

According to our 2018 Live Chat Benchmark Report , Comm100’s Chatbot takes care of about 20% of all incoming live chat inquiries alone. While some enterprises have turned to cheaper international or freelance live chat teams to solve this problem, others are now investing in Chatbots. And, Chatbots more than pull their weight.

Chatbots 72

Chatbots Contact Center Chief Customer Officer Benchmark 72

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. C) Enterprise Use Today VoC insights are generally insufficient for adapting instantaneously to shifting market needs.

B2B 62

B2B Feedback B2C Enterprise 62

JustCall

DECEMBER 7, 2022

With these, you can benchmark your team’s performance against its goals and decide on appropriate incentives and training programs. This generally applies to subscription-based businesses where upselling, churn rates and cancellations affect the retention of customers. 10 Metrics for Effective Sales Performance Analytics.

Analytics 52

Analytics Sales CRM Metrics 52

Pointillist

JULY 25, 2018

What are the quantitative business goals that will influence the journey analytics project e.g., churn, retention, acquisition, cross-sell, upsell, purchase, rate of renewal etc.? Comparison with Benchmark KPIs – A world-class service provider will ask you to provide benchmark KPIs for any dataset where accuracy is especially critical.

Analytics 43

Analytics Metrics Government Journey mapping 43