ChurnZero

MAY 3, 2022

Let’s explore five of the best Customer Success YouTube channels for learning how to fight churn, understand industry trends, and position yourself for professional success in CS. SuccessHACKER is a CS advisory firm with a mission to inspire, educate and empower the people who power the CS economy. 1: SuccessHACKER. 4: Blake Morgan.

Journey mapping 98

Journey mapping SaaS Customer centricity Education 98

ClientSuccess

DECEMBER 19, 2022

This playbook should include information on how to introduce the product/service, educate customers on key features, set expectations around timelines and communication, and develop action plans to ensure a successful onboarding process.

Upselling 72

Upselling Education Best practices Sales 72

Totango

JULY 23, 2019

This shift means there is far more value to be generated after the sale through repeated renewals, as well as possible upsells and cross-sells. Through repeatable, personalized actions, the enterprise nurtures customer growth in anticipation of continued renewal and upsell, like a farmer nurturing an orchard of trees to repeatedly bear fruit.

Upselling 90

Upselling Customer centricity Enterprise Education 90

Expivia

MAY 9, 2021

If you truly want to do QA (quality assurance) right, you need to keep looking for the latest trends and best practices. Learn about call quality monitoring best practices to ensure your contact center’s success. You want to educate your associates on all of these. What Is Quality Monitoring in a Call Center?

Call Center 98

Call Center Education call center association Contact Center 98

Interactions

JULY 9, 2020

By following these best practices you can ensure that your agents are not only aware of what is going on, but that they also feel part of the process, comfortable, and valued. Using these best practices will help your agents understand the benefit of the solution to both your customer experience and to their agent experience. .

Education 71

Education Upselling Best practices Contact Center 71

Education Services Group

MAY 25, 2018

Unlocking a proverbial holy grail of enhanced product adoption, increased renewals, thriving upsells and product advocacy requires collaboration with other business units, especially Education Services (ES). Know that for a properly educated and trained customer, there is a: 92% product renewal average. Still doubtful?

Education 45

Education Journey mapping outsourcing Upselling 45

Totango

MARCH 21, 2019

Success in these areas leads to a more successful renewal and upsell phase. Increase upsell opportunities. Figure out how long it takes to educate customers on your product, then strive to maintain this period across your accounts. Increase Upsell Opportunities. Establish a customer nurturance program.

Enterprise 87

Enterprise Upselling Education Accountability 87

ChurnZero

NOVEMBER 22, 2019

There are relatively few conferences for Customer Success professionals and there is a hunger and demand for these gathering events that educate, network and inspire. How to Calculate Your Renewal and Upsell Rate – Learn how to calculate these metrics and apply them to your SaaS business. How are we doing this conference?

Chief Customer Officer 17

Chief Customer Officer Education Upselling SaaS 17

Expivia

MARCH 18, 2021

The best practice for any agent to achieve the best tone is to think of the customer as a family member. Educate With a Purpose. When you get a new agent, educate them on the importance of all the skills above. This educates the agent and you at the same time. Upsell/Cross-sell. Verification.

Call Center 98

Call Center Customer Service Education Average Handle Time 98

Fonolo

NOVEMBER 15, 2017

In time it turns into what feels like a “sixth sense” or “intuition” but truthfully it’s just being extremely educated about your surroundings. Customer service experts will see this as a chance to not just upsell, but to ensure a customer is getting the most out of a service. Or do you just answer their question and hang up the phone?

Customer Service 100

Customer Service Agent burnout Best practices Call Center 100

Totango

MARCH 26, 2021

Now that we have an idea of what the customer lifecycle is, let’s take a closer look at each of its stages and how best practices combined with technology can help optimize the customer experience in each stage. Use automation to implement best practices and assist struggling customers. What To Do About Low User Adoption.

SaaS 67

SaaS Best practices Upselling Education 67

ClientSuccess

FEBRUARY 22, 2023

This can involve training and education on effectively using the product or service, suggesting best practices, and providing guidance on optimizing the customer’s experience. Customer success managers work with customers to identify and help them achieve their goals.

First call resolution 70

First call resolution Best practices Upselling Education 70

Totango

APRIL 11, 2019

It is a powerful tool for capitalizing on potential upsell opportunities and preventing customer churn. Combining such metrics across an account performance leaves you with the following display: Doing Well: The customer rates well against health indicators and you should consider value-add engagements such as upselling.

Metrics 88

Metrics Upselling Accountability Enterprise 88

ClientSuccess

JANUARY 11, 2023

What’s more, this approach has a direct impact on renewal and upsell rates, making it a win-win for both your company and the customer. Teach customers about your product or service and invite them to participate in educational events. 8 Ways to Apply the Golden Rule in Customer Success. Embracing the Golden Rule in Your Operations.

Benchmark 80

Benchmark Upselling Education Best practices 80

Help Scout

MAY 27, 2021

As head of the customer success team, customer success managers (CSMs) are the arbiters of best practices for customers. Equal parts educators and therapists, your CSMs listen to your customers and recommend next steps on their journeys. Key components of customer success. Key components of account management. Knowledge type.

Accountability 66

Accountability Management Upselling Education 66

Totango

AUGUST 27, 2019

On the other end of the spectrum, you can offer lower-tier customers upsells to grow their CLV. Just be sure you are only offering upsells if the solution would really provide increased value to the customer; don’t push upsells just for the sake of having an upsell. . Raise CLV Using Customer Success Software.

Upselling 61

Upselling Education Best practices Customer centricity 61

Totango

MAY 21, 2019

They trust your brand and are more likely to spread word-of-mouth advertising or accept an upsell. This may mean they need further education or support. In order to retain lifelong customers, you need to educate and engage them on a regular basis. 2: It Takes Too Long to Get Going.

Customer centricity 88

Customer centricity Education Upselling Advertising 88

Totango

AUGUST 18, 2022

Educating the customer on how your platform can support their business goals. Completing these steps enables a new customer to start making practical use of your product and its features. Determine best practices for addressing common onboarding challenges ahead of time so that your team can proactively take action to prevent churn.

Journey mapping 96

Journey mapping SaaS Upselling Enterprise 96

CSM Practice

JANUARY 13, 2021

In this blog, we’ll delve into the cause of these problems and highlight the mindset, strategies, and best practices to scale the renewal process effectively. Best practices. Expansion managers focus on growing customer accounts by finding new opportunities to upsell and cross-sell. Hiring and compensation.

SaaS 98

SaaS Customer centricity Accountability Education 98

Fonolo

MARCH 28, 2023

Salesforce) How to Become a Customer Experience Manager Step 1: Build your education Formal education isn’t always required to become a customer experience manager, but having a degree in a related field like business administration, marketing, or communications can help. CX matters!

Customer Experience 81

Customer Experience Management Contact Center Call Center 81

Amity

OCTOBER 31, 2016

Almost immediately, we started to scale the team to enable us to be more proactive to ensure we were able to do all the things that Customer Success does best: onboarding, coaching, renewals, upsell, support, and services. If I had to sum it up, everything post-sale is the domain of the Customer Success team.

Coaching 0

Coaching Upselling Engineering Marketing 0

Totango

JULY 23, 2019

This shift means there is far more value to be generated after the sale through repeated renewals, as well as possible upsells and cross-sells. Through repeatable, personalized actions, the enterprise nurtures customer growth in anticipation of continued renewal and upsell, like a farmer nurturing an orchard of trees to repeatedly bear fruit.

Upselling 63

Upselling Customer centricity Enterprise Education 63

REVE Chat Blog

NOVEMBER 21, 2019

Top expert marketers agree that lead generation ideas and best practices are the most important element in their marketing arsenal. Education – Once you create awareness you must build trust for your products and services. Top lead generation ideas & best practices that work. What is Lead generation? .

B2B 77

B2B Best practices Sales Chatbots 77

ProProfs Blog

SEPTEMBER 13, 2019

What are the best practices for SaaS customer support teams? So, let’s see some of the best practices to take your SaaS customer support to the next level. 4 Best Practices for SaaS Support Teams. Deliver outstanding in-app experiences and education to increase feature adoption.

SaaS 83

SaaS Customer Service Customer Support Best practices 83

Totango

DECEMBER 3, 2020

CS professionals now attest that their bonus structures are tied to company performance, renewals, net retention, upsells, and account health. . Account Health (Cited by 47% of Respondents): Customer health scores illustrate whether a client is ready for an upsell, at-risk of churning, or anywhere in between.

Upselling 64

Upselling Accountability Enterprise Metrics 64

ChurnZero

OCTOBER 1, 2022

The Q&A portion of the webinar dug into CSQLs deeper—covering the ideal time to roll out a CSQL model and the biggest pitfalls of its implementation—while also delving into whether CSMs should close upsells, and how to assign CSM books when they own expansion. Q: Should CSM roles close upsell deals? I have worked it as a CSM.

B2C 97

B2C Upselling B2B Accountability 97

CustomerSuccessBox

JUNE 3, 2022

Customer success managers can utilize this data to create and distribute best practices and educational content that both teaches new users and empowers current users to use the product more efficiently and effectively. These are just a few of the best practices that customer success managers can employ.

Analytics 52

Analytics Management Best practices Upselling 52

ChurnZero

NOVEMBER 27, 2019

The Customer SuccessCon event series provides an intimate setting to learn, share best practices and speak freely and openly about the current state of Customer Success. . Or trying to identify trends and patterns that maximize renewals, upsells or logo retention? . A re you assessing health? Automating processes?

Chief Customer Officer 75

Chief Customer Officer SaaS Education Metrics 75

ChurnZero

AUGUST 11, 2020

Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? The more you educate your customers on the platform, the more they become advocates and refer your platform for you,” says Timothy Murenzi, founder of GoAnalyze. This is shocking.

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

CustomerSuccessBox

JUNE 9, 2021

Thus making sure that you continue to nudge the customer to more product stickiness, nudge them to the next level of desired outcomes, nudge them to help them educate and share more best practices and help them roll that product out across the organization and the same relationship can also help you make a case for upselling and upgrade.

SaaS 52

SaaS Management Upselling B2B 52

CustomerSuccessBox

FEBRUARY 2, 2022

We’ll look at some of the different challenges that can arise, as well as the best practices for dealing with them, in this guide. Drive a gentle upselling process. One of the most obvious goals of an acquisition is to increase upsells of your product. Learn about the strategies to increase upsells!

Upselling 52

Upselling Education Accountability CRM 52

CSM Practice

AUGUST 24, 2020

Hiring CSM Practice for this strategy development initiative introduced Accent Technologies to key business efficiencies and significantly improved key sales and customer success metrics. Educated clients on possibilities and thereby increases upsell and cross-sell related revenues. . Improved net retention .

Construction 52

Construction Best practices Upselling Sales 52

Amity

SEPTEMBER 25, 2017

We regularly look at CSAT, NPS, retention, upsells, health score, and churn. As a startup, we can’t spend too much on education but I’m always looking for summits we can attend at a reduced price. What metrics do you watch closely? You’ll need to put in work to stay relevant.

B2C 0

B2C SaaS Accountability B2B 0

Amity

OCTOBER 23, 2018

There is a long list of metrics for each pillar of Customer Success but for the purposes of this post I’ll focus on the key metrics for Customer Success Management and the metrics commonly used for CS as a whole (I’ll save customer support and customer education metrics for another post). Net Promoter Score (NPS). Customer Health.

Metrics 76

Metrics Best practices Customer retention SaaS 76

Totango

JANUARY 31, 2019

Remember, communication can go a long way; check in with your customers, ask them how they are doing, and continue to educate them about available features. It lets you monitor customer uptake percentage against the capacity and gather evidence for customer interaction or upselling opportunities. Determining License Utilization.

SaaS 79

SaaS Metrics Accountability Education 79

Totango

DECEMBER 12, 2019

Each stage of the customer journey can be broken down into a series of practical goals and KPIs. The onboarding phase , for example, is about educating the customer and helping them incorporate the product into their daily workflow. Implementing these best practices will help you deliver value at every phase of the customer journey.

Management 65

Management Enterprise Best practices Benchmark 65

Amity

FEBRUARY 2, 2016

With so many customer success resources to choose from, we’ve selected the top customer success resources and events that we think will educate and inspire you for the rest of the year. 8 Ways to Use Video for Customer Success, Education, and Advocacy. Maybe even step away from your desk and get a front-row seat to some action.

SaaS 80

SaaS Education Customer retention Sales 80