ClientSuccess

NOVEMBER 26, 2018

While many customer success managers (CSMs) are well-versed in the day-to-day activation and implementation conversations with customers, introducing them to additional services, turning them into advocates, and having upsell conversations, their customer marketing strategies and results can often fall short.

Marketing 56

Marketing Upselling SaaS Customer retention 56

ChurnZero

MARCH 31, 2023

The purpose of a Customer Success team is to help a company’s customers get the most value out of its product. The hypothesis is, if a customer maximizes the obtainable value, they will remain loyal and spend more with the company. It’s the idea that existing customers who stay tend to spend a lot more with you over time.

Benchmark 98

Benchmark B2B Accountability Consulting 98

ChurnZero

JULY 9, 2020

Celebrate (and Capitalize) on Success With Case Studies. Case studies are a mutually beneficial way to promote your product and your customer among interested audiences – so long as your features know their place in the story. If they outshine your customer, you’ll lose the reader.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

Totango

MARCH 2, 2021

In this blog, we’ll look at how the customer journey has been reconceived around the image of a flywheel that integrates both the pre-sales and post-sales steps in the process. Mapping the Stages of Today’s Customer Journey. The SaaS business model has transformed contemporary understanding of customer journey stages.

Upselling 63

Upselling SaaS Brand ambassadors Sales 63

CustomerSuccessBox

JULY 29, 2020

According to James this is the first time Customer Success (CS) has come into the spotlight and hence it a perfect opportunity for the CS community to shine and make an impact. Due to the pandemic, smart companies are focussing on customer retention and revenue retention as customer acquisition is hard now.

Upselling 52

Upselling Metrics SaaS APIs 52

ProProfs Blog

DECEMBER 21, 2020

Stable customer base results in higher referrals, improved upsell revenue and increased lifetime value (LTV) which further results in improved customer acquisition in future. Needless to say, customer retention is the core value for the growth of any business. Share case studies regularly.

Surveys 148

Surveys Benchmark Feedback Sales 148

CustomerSuccessBox

MARCH 10, 2022

So those businesses that believe to offer customer satisfaction, are likely to have loyal customers, repeat purchases, higher customer retention rates, and buyers who try newer products. In order to do so, you need to roll out NPS and customer satisfaction surveys and collect the reviews.

Management 52

Management Customer retention SaaS Customer advocacy 52

Education Services Group

NOVEMBER 25, 2019

First, the Account Manager is the main point of contact for the company, so your customers don’t have to look up different numbers or explain the same problems over and over to multiple contacts within your organization. A Customer Success Manager, on the other hand, is focused primarily on the goals of the customer.

Accountability 59

Accountability Management Upselling Sales 59

Education Services Group

JUNE 29, 2019

In fact, Frederick Reichheld of Bain & Company (inventor of the Net Promoter Score) has shown through research that increasing customer retention rates by just five percent can boost profits anywhere from 25 to 95 percent. Customer Success Is a Constant Process. Model 2: Customer Success Handles Renewals.

SaaS 40

SaaS Upselling Customer retention B2B 40

CustomerSuccessBox

MAY 18, 2022

Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022! A dedicated AI-powered customer success platform aiding SaaS firms to onboard, retain, upsell and drive MRR. Their main subject is conversion but it is a part of customer success. CustomerSuccessBox.

SaaS 52

SaaS Upselling Education Customer retention 52

Global Response

JULY 23, 2023

Case Studies: Companies That Overcame Their Fears and Thrived At Global Response, we work with clients who have high-profile brands and a strong image and customer experience. So how do you find a call center that will benefit your business? With brands like these, outsourcing a call center can be a big risk.

Call Center 62

Call Center outsourcing Bilingual agents Service level 62

JustCall

APRIL 5, 2023

When implemented correctly, CSM can: Preserve and increase a company’s revenue Increase customer advocacy Drive profitability as well as growth More importantly, customer success software can seamlessly integrate with your company’s existing CRM/help desk/social media management software to provide an in-depth view of the customer.

Management 52

Management CRM Customer retention Analytics 52

Education Services Group

JUNE 4, 2019

Furthermore, existing customers are more likely to become advocates for your brand to help attract new customers, more likely to spend on new products, and more likely to spend more on cross-sells and upsells. That’s why customer communication is so important. These assets are doubly useful.

Marketing 53

Marketing Best practices Upselling Sales 53

LiveChat

DECEMBER 18, 2018

If there’s something we can improve on our side, to help customers achieve their Desired Outcome , you can be sure we’ll try to deliver. Upsell – aka “How you like me now?” We start a chat with customers that are longer with us, to talk about the use of LiveChat, and present more advanced features.

Upselling 58

Upselling SaaS Feedback Personalization 58

ChurnZero

JULY 19, 2022

For example, rather than calculating conversions for all customers, you can measure conversions for a specific customer segment or subscription tier. You can then determine whether you should invest more effort into upselling certain product features before or during the free trial period. Help free trial users succeed.

SaaS 52

SaaS Feedback Personalization Upselling 52

CustomerSuccessBox

JULY 19, 2022

They must constantly monitor their customers’ satisfaction, reevaluate their business KPIs, hold quarterly review meetings, and recommend unused product features to drive higher customer engagement with their product. You can use data to determine the best time to push upsells to your customers.

Upselling 52

Upselling SaaS Best practices B2B 52

Netomi

FEBRUARY 21, 2024

Post-departure, they assist in gathering feedback, managing follow-ups, and maintaining engagement, which is vital for customer retention. A notable case study is WestJet’s implementation of Netomi’s chatbot. The airline achieved an impressive 87% resolution rate of customer issues with no human intervention.

Chatbots 40

Chatbots Upselling Feedback Personalization 40

ChurnZero

DECEMBER 20, 2019

By focusing efforts on retaining active users by iterating their existing services based on rich customer data, companies will have more opportunities to engage, upsell , and ultimately scale. . . Jay Nathan , Founder & Managing Partner, Customer Imperative . Sales and CS collaborations create “pods” of sales.

Chief Customer Officer 61

Chief Customer Officer Sales SaaS Customer centricity 61

Education Services Group

MAY 11, 2018

Folks who know that to improve their bottom lines they need higher touch engagement with their customers — but don’t have the resources to make that a reality. One case study showed that even just a minor increase in human-touch engagement resulted in increased customer software subscription renewals. High churn rates.

Journey mapping 40

Journey mapping Best practices Upselling outsourcing 40

Education Services Group

FEBRUARY 5, 2019

You’ve achieved the business case they were hoping for and shown them that their investment in you was worth the money. This is the point where the customer is most receptive to cross-sells and upsells. They’re convinced that what you do is worth the money they spent on it, so your other products must be too! 5) ADVOCACY.

Education 45

Education Upselling Marketing SaaS 45

Comm100

OCTOBER 11, 2017

Social media can work just as well as call centers to upsell products or capture service-to-sales opportunities, and in this respect, it offers additional opportunities that aren’t possible via traditional phone calls. Better Customer Retention. When your customers are satisfied, they’ll return to your company for more.

Customer Service 52

Customer Service Customer Care Morale Marketing 52

Education Services Group

FEBRUARY 5, 2019

You’ve achieved the business case they were hoping for and shown them that their investment in you was worth the money. This is the point where the customer is most receptive to cross-sells and upsells. They’re convinced that what you do is worth the money they spent on it, so your other products must be too! 5) Advocacy.

Education 40

Education Upselling Marketing SaaS 40

SmartKarrot

APRIL 6, 2021

Discuss with a financial case keeping their objectives in mind. Understand what the objective is and create a financial case around it. Is it revenue- if yes, work around customer retention and expansion revenue. Support your statement with real examples and case studies. How a client grew revenue?

Chief Customer Officer 18

Chief Customer Officer Upselling Customer retention CRM 18

SmartKarrot

FEBRUARY 9, 2022

Ensure the customers drive maximum value from their investment in the platform by utilizing key features, APIs, and products that drive business outcomes. Prepare clear executive-level presentations for the team and senior management highlighting customer retention, adoption, and growth.

Enterprise 3

Enterprise Customer retention APIs Upselling 3

SmartKarrot

JANUARY 20, 2023

Apply here: [link] Role: Director of Customer Success Location: Remote, Washington DC-Baltimore Area, United States Organization: Treeline, Inc. Collaborate with marketing on customer stories, case studies and marketing opportunities. Identify and report on customer needs and trends to inform product development.

Upselling 19

Upselling Government Accountability Customer centricity 19

SmartKarrot

NOVEMBER 11, 2022

Serve as a customer advocate inside the organization, helping customers receive the proper priority for resolving technical issues and building desired features. Develop and maintain customer retention programs and KPIs as well as maintain high CES and NPS scores. Apply here: [link]. Apply here: [link].

Customer advocacy 3

Customer advocacy Upselling Government Accountability 3

SmartKarrot

OCTOBER 27, 2021

People generally think that the lower the cost, the better is it to magnet more customers. CAC costs will also be lessened by an up in customers advocating on your behalf. Customer Lifetime Value or CLTV is an essential element of the customer success niche that helps to drive more market value for your company.

Marketing 19

Marketing Accountability Upselling B2B 19

SmartKarrot

APRIL 28, 2021

Continually engage internally and cross-functionally to learn about new business applications, positioning the REEF brand and upselling new opportunities to clients. Apply here: [link] Role: Customer Success Director Location: England, United Kingdom Organization: HappyOrNot As a Customer Success Director, you will drive customer retention.

Real estate 10

Real estate Upselling Customer retention Accountability 10

SmartKarrot

JANUARY 25, 2022

This is where customer marketing as a department comes in handy. Definition of customer marketing. Customer marketing is any marketing activity that focuses on current customers. What is customer marketing responsible for? Customer marketing is responsible for a bunch of activities. contact-form-7].

Marketing 10

Marketing SaaS Upselling Education 10

SmartKarrot

JUNE 16, 2021

Increase overall customer lifetime value through higher product adoption, usage, customer satisfaction and overall health scores. Identify and build advocacy relationships with strategic customers acting as a marketing channel through case studies, speaking opportunities, references, etc. Apply here: [link].

Upselling 10

Upselling Accountability Customer centricity Coaching 10

SmartKarrot

JUNE 4, 2020

Based on the growing needs of customers, the CSM can either upsell or cross-sell better versioned products or services. Gaining the knowledge of the customer’s business domain would help marketing teams to speak their language in their campaigns. How does the upselling or cross-selling help in customer retention?

SaaS 10

SaaS Marketing Upselling Customer retention 10

SmartKarrot

MARCH 2, 2022

Make in-depth case studies — Obtain permission from existing clients and post their stories, and results after using your service. This provides social proof of your brand to future customers. It drives user engagement, boosts conversions, and improves customer retention. Kissmetrics uses emails the best.

SaaS 12

SaaS Marketing Upselling Best practices 12

SmartKarrot

JULY 6, 2020

Through a holistic customer success software integrated with your SaaS product interface, you can track when the users logged in last, the degree of usage per user, and the time spent on different features. Customer Service Management . In a world without customer success automation, how do you track the day to day account health?

SaaS 11

SaaS Upselling Accountability Surveys 11

SmartKarrot

APRIL 1, 2021

Role: Director of Customer Success Location: Remote, Henniker, NH, US Organization: Barefoot Technologies As a Director of Customer Success, you will lead a team focused on driving adoption and retention through Customer Success programs. Provide a highly professional level of service to all customers consistently.

Upselling 10

Upselling Consulting Consulting Accountability 10

SmartKarrot

MARCH 26, 2021

Role: Senior Manager / Director, Customer Success Location: Remote, Boston, MA, US Organization: MackeyRMS As a Senior Manager/Director of Customer Success, you will manage a team of CSMs as well as own accounts, including renewals and upsells. and conducting scheduled EBRs with senior executives.

Journey mapping 10

Journey mapping Customer advocacy Best practices Upselling 10

SmartKarrot

SEPTEMBER 10, 2020

These teams include: Customer success Customer support Professional services Customer operations Customer experience. Especially when they are dealing with upselling and renewals. They often work in isolation and in doing so, they forget the most important component of their business – the customer.

Chief Customer Officer 10

Chief Customer Officer Customer centricity SaaS Upselling 10

SmartKarrot

APRIL 23, 2020

SaaS vendors faced a problem of customer churn and to retain customers this initiative of CSM took birth. This version is going beyond customer retention to business growth. McKinsey states the following as five elements of customer Success 2.0. McKinsey names this as the first version.

Management 10

Management Complaint resolution Customer retention Engineering 10