CSM Magazine

JANUARY 28, 2025

Proactive Communication Share industry tips, case studies, and updates about new features or services through email or social media to continuously educate your audience. How Can Customer Education Benefit Your Business? Enhances Customer Experience A well-informed customer is an empowered customer.

Education 52

Education Upselling SaaS Self service 52

Interaction Metrics

JANUARY 7, 2025

While not discussed in the roundtable, heres a case study widely seen as a customer journey mapping success: Starbucks Case Study Objective : Starbucks needed to pinpoint areas for enhancing its in-store and digital experiences, so they used customer journey mapping.

Journey mapping 62

Journey mapping Consulting Consulting B2B 62

Quality Contact Solutions

NOVEMBER 10, 2022

Existing Customer Upsell/Cross-sell Upselling and cross-selling to existing customers are proven ways to increase average order or contract size and should be essential components of all sales strategies. Case Study: Outbound Member Engagement & Retention. Outbound Call Center Pricing.

call center solutions 98

call center solutions Call Center Telemarketing B2C 98

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. Customer Success Managers (CSMs) field requests from every angle every single day. Customer marketing is key.

Customer advocacy 92

Customer advocacy Upselling Marketing Sales 92

ClientSuccess

MARCH 9, 2020

Every customer interaction, whether it’s a conversation with marketing about a case study or a negotiation with a CSM over an expansion opportunity, influences the customer experience. Amazing customer experiences often lead to recommendations and testimonials, which in turn usually mean an account renewal or upsell.

Customer Experience 97

Customer Experience Upselling Accountability SaaS 97

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. Upsell purchases. Showcase client case studies. Showcase Client Case Studies. Social media posts.

SaaS 113

SaaS Journey mapping B2B Upselling 113

Totango

MAY 5, 2021

Anticipating which customers are viable candidates for upsell/cross-sell opportunities. Asking promoters to participate in a case study, serve as a reference, or speak at an event. Following-up with detractors to solve their dissatisfaction and establish an action plan based on their business goals and monitored feature usage.

Customer Experience 118

Customer Experience Education Customer centricity Metrics 118

Totango

MARCH 5, 2021

Retaining customers is far less expensive than the cost of acquiring new ones and can bring growth in the form of upsells from current customers. Start by demonstrating the value of your product early in the customer journey by offering case studies and testimonials. How to Improve Your Customer Retention Rate.

Customer retention 92

Customer retention Upselling Enterprise Benchmark 92

CustomerSuccessBox

FEBRUARY 14, 2019

The major KPIs of a Customer Success Manager are: Increase Lifetime Value (LTV) of the customers (by upsells, cross sells etc). Provide references, case studies, customer stories to Sales and Marketing. Case studies and testimonials help build trust among potential clients. Create upsell opportunities.

Management 67

Management Upselling SaaS Sales 67

ClientSuccess

FEBRUARY 7, 2022

Even if a customer is doing amazing things and has a ‘healthy’ score, your team can use the Customer Health Score to identify customers ready to act as a reference, participate in an upcoming webinar, or partner on an external case study. Your conversation should be focused, data-backed, and transparent for both sides.

Upselling 81

Upselling Metrics Personalization Management 81

Inbenta

JULY 29, 2021

Upgrades or upselling management. Chatbots can be used as a sales upselling tool to suggest additional services, upgrades and offer upsell promotions to travelers who have already booked a flight. If you want to know more about their chatbot, make sure to check their case study. Create your own airline chatbot.

Airlines 88

Airlines Chatbots Upselling Self service 88

Totango

APRIL 9, 2019

Retaining customers is far less expensive than the cost of acquiring new ones and can bring growth in the form of upsells from current customers. Start by demonstrating the value of your product early in the customer journey by offering case studies and testimonials. How to Improve Your Customer Retention Rate.

Customer retention 76

Customer retention Upselling Enterprise Metrics 76

ClientSuccess

SEPTEMBER 3, 2020

Ideally, most objectives are quantitative and aligned to the important KPIs of the business (retention, upsell, cross-sell, NPS, # of case studies, etc.). For both KPIs, I’d focus on revenue – core revenue retention (excluding cross-sell & upsell) and revenue expansion (up-sell and cross-sell).

Management 111

Management Upselling Sales Accountability 111

Totango

MARCH 29, 2022

Increase product adoption and identify opportunities for upsell. By tracking daily or monthly average usage and accounts with low or increased utilization, teams can easily understand which customers can be targeted for upsell. Grow customer advocacy and change detractors into promoters.

Customer advocacy 101

Customer advocacy Upselling Accountability Sales 101

ChurnZero

MARCH 14, 2025

Will CSMs struggle to maintain a customer-first mindset and spend all their time on upsells, rather than learning about their big picture goals and helping them navigate the path to get there? Will the customer trust their customer success manager (CSM) if theyre more focused on dollars and cents than building a relationship with them?

Upselling 52

Upselling Sales Customer retention Consulting 52

ChurnZero

JUNE 18, 2024

You should, because upsell and cross-sell are key drivers of the sustainable growth your company needs, and yet only 43% of CS teams do. Provide the same users with opportunities such as case studies to share their success and build their professional standing. Does your customer success team own and drive expansion revenue?

Upselling 59

Upselling Coaching Education Feedback 59

ProProfs Blog

DECEMBER 27, 2020

Improving initial conversion value by identifying the upsell opportunities and offering product recommendations that will further enhance the buyer’s experience. Here you need to focus on creating case studies that explain the experience of your previous or existing customers in detail. How your product solved their challenges?

Journey mapping 148

Journey mapping Education B2B Sales 148

Eptica

OCTOBER 28, 2016

Allowing upselling and cross-selling As well as answering queries and providing advice, trained chat agents can also suggest additional products or services that a consumer might be interested in. You can read more about L’Occitane’s use of chat in this case study.

Sales 79

Sales Multichannel Abandon rate Upselling 79

ClientSuccess

MARCH 9, 2020

Every customer interaction, whether it’s a conversation with marketing about a case study or a negotiation with a CSM over an expansion opportunity, influences the customer experience. Amazing customer experiences often lead to recommendations and testimonials, which in turn usually mean an account renewal or upsell.

Customer Experience 74

Customer Experience Upselling Accountability SaaS 74

Customer Guru

AUGUST 1, 2018

Armed with such insights, companies could act on the feedback to recover some detractors as well as upsell promoters. There are countless case studies and testimonials on why implementing NPS was taken as a strategic decision by some of the market leaders around the world.

Feedback 90

Feedback Surveys Upselling Metrics 90

Amity

APRIL 3, 2017

Upsells / Cross Sells /Renewals: I am constantly hearing and involved in conversations around who owns what in this category (Sales vs CSMs). However, regardless of who owns the upsell or renewal, track it. Customers presented to Marketing for case studies or customer references: Same idea as above. Analyze it.

Upselling 70

Upselling Metrics Feedback Accountability 70

NobelBiz

SEPTEMBER 3, 2024

’ Read Case Study Ways to Measure Low Call Center Productivity To effectively address productivity challenges, it’s crucial to accurately measure and monitor the performance of your call center. All the way from onboarding to support to troubleshooting has been great throughout this journey!’

Call Center 98

Call Center Morale First call resolution Abandon Call 98

Amity

MARCH 1, 2018

Route your promoter responses to Marketing, they may want to reach out for a testimonial or a case study. Net Promoter Score data should also appear in your Sales team’s system of record for upsell and referral opportunities. The Product team needs to see feedback related to your application.

Customer advocacy 73

Customer advocacy Surveys Upselling Feedback 73

Totango

OCTOBER 20, 2020

Anticipating which customers are viable candidates for upsell/cross-sell opportunities. Asking promoters to participate in a case study, serve as a reference, or speak at an event. Following-up with detractors to solve their dissatisfaction and establish an action plan based on their business goals and monitored feature usage.

Customer Experience 90

Customer Experience Education Customer centricity Metrics 90

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

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. Uncover Opportunities With Upsell Campaigns.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

NobelBiz

MAY 25, 2023

Increased Revenue Opportunities CDPs can increase revenue opportunities for call centers by providing more accurate and detailed customer profiles, which can help businesses identify new sales and upsell opportunities. Compare their features and capabilities to see if they align with your business needs. .

call center software 98

call center software Call Center APIs Contact Center 98

Comm100

NOVEMBER 2, 2020

We have hand-picked some of the top chatbot examples to show you how you could use AI customer service bots across channels – 5 use cases across industries, plus one case study of how a chatbot resolved 91% of live chat inquiries. They can reach out and offer an upsell or a cross-sell. Industry: Banking and finance.

Chatbots 72

Chatbots Customer Service Banking Healthcare 72

ClientSuccess

MAY 10, 2022

This includes the initial contract, of course, and any upsells, expansions, and renewals that may occur. Think about any potential product enhancement requests, advisory board placements, case study potential, customer speaking engagements, etc. Total customer revenue per year: start with the contract value and ARR.

Upselling 59

Upselling Metrics Accountability Sales 59

CustomerSuccessBox

JULY 29, 2020

CS teams should maintain consistency with the metrics (like retention, upsell, NPS) but the targets should be discussed to make them achievable in these times. Puneet suggested that no CS team runs on a single KPI but rather a set of KPIs like logo retention, MRR Retention, Upsell etc. How should we talk about upsells and renewals now?

Upselling 52

Upselling Metrics SaaS APIs 52

Amity

JANUARY 4, 2017

Let’s not forget the upsell and cross sell opportunities. When Customer Success is building strong relationships with the customers, they are creating an avenue for easier upsell, cross sell, and renewal conversations. Increase in customer references/case studies. Increase in expansion revenue.

Upselling 63

Upselling Feedback Sales Marketing 63

inSided

OCTOBER 1, 2022

Use case library and customer case studies: help customers understand what’s possible and what they can do to drive adoption and upsell. For a customer going through an upsell to buy a new module, you might include a link to a case study about that module.

Upselling 52

Upselling Accountability Sales outsourcing 52

ChurnZero

MARCH 31, 2023

Case studies have shown loyal customers spend more— up to six times more —over the customer lifetime. In his words, second-order revenue stems from upsells, renewals, word-of-mouth and champion change. The purpose of a Customer Success team is to help a company’s customers get the most value out of its product.

Benchmark 98

Benchmark B2B Accountability Consulting 98

Totango

MARCH 2, 2021

Case Studies. In the expansion stage, customers increase the value they receive from your brand by adopting advanced product features and making cross-sell and upsell purchases. Extending customized cross-sell and upsell offers to customers based on their purchase and usage history and needs. Product webinars. Datasheets.

Upselling 63

Upselling SaaS Brand ambassadors Sales 63

CustomerSuccessBox

JANUARY 8, 2020

Customer success department’s responsibilities are slowly increasing to encompass several things like increasing LTV of customer base, reducing churn, providing references, case studies, customer stories to sales and marketing, providing feedback to product team, creating upsell opportunities, facilitating renewals, etc!

Upselling 52

Upselling SaaS B2B Metrics 52

Global Response

FEBRUARY 26, 2024

Case study : Slack actively encourages user feedback through various channels, including a dedicated feedback command within the app. Case study : Amazon uses customer reviews and ratings to improve products and provide personalized customer service.

Call Center 62

Call Center Customer Service outsourcing CRM 62

Russel Lolacher

AUGUST 21, 2017

The post How to Answer an Angry One Star Review appeared first on The Upsell. Demonstrate you’re listening and you care Find out and address issues before they become ISSUES Mend.

Upselling 63

Upselling 63