Totango

OCTOBER 6, 2020

To help further your understanding of these important differences, this article will breakdown the customer success vs. customer support dynamic and outline how prioritizing a proactive approach towards client relations can empower you to prevent churn, create value, increase the likelihood of renewal, and encourage upsells/cross-sells.

Customer Support 109

Customer Support Customer advocacy Construction Enterprise 109

ChurnZero

AUGUST 27, 2021

This quota is met based on various metrics such as retention, expansion, and net renewal rate. Touchpoints like the Quarterly Business Review have a huge impact on these metrics, so it should come as no surprise that CSMs can spend anywhere from one to four hours manually creating the perfect QBR for a single customer.

Metrics 98

Metrics Upselling B2B Accountability 98

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

Mindtouch

OCTOBER 23, 2017

What metrics matter to a well-run support team? If you answered cost and then customer satisfaction, you’ve echoed the most commonly tracked performance metrics, but you’re not keeping up with business trends. Renewals and upsells matter more. Changing Interfaces and Channels.

Self service 65

Self service Upselling SaaS Customer Support 65

Amity

JANUARY 20, 2017

” The obvious answer will be a list of goals and success metrics that were created during the sales evaluation process. To ensure there is accountability on the customer’s part, the agreed upon goals and success criteria should be clearly documented. Phase IV- Upsells and cross-sells (Day 200 - 230).

Accountability 72

Accountability Management Upselling SaaS 72

ClientSuccess

OCTOBER 25, 2021

Knowing how to identify these indicators, which metrics to track for each, and how to gauge success is critical for any customer success team looking to set themselves up for long-term success. Here, we’ll take a deeper look at the customer success leading indicators discussed in Part 1 to uncover some critical metrics behind each one.

Metrics 64

Metrics Upselling SaaS Education 64

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. Calculating the metrics is simple. Training Documentation. For this, you can start with employee training documentation. There’s a lot more to this.

Surveys 148

Surveys Benchmark Feedback Sales 148

Real Blue Sky

NOVEMBER 21, 2023

It’s a well-documented fact that retaining an existing customer is significantly more cost-effective than acquiring a new one. Upselling and Cross-Selling Upselling and cross-selling are time-tested strategies that, when done right, can feel like a natural extension of the customer service experience.

Employee engagement 105

Employee engagement outsourcing Upselling Customer retention 105

Nicereply

SEPTEMBER 21, 2021

Then, when chances to renew or upsell come along, customers aren’t interested because they feel like you haven’t delivered on your promises. By documenting complaints through surveys, your team can begin to discover patterns. Conversion rates are usually one of the primary metrics that businesses use to measure success.

Customer Experience 102

Customer Experience Self service Upselling Metrics 102

Totango

SEPTEMBER 20, 2022

Monitoring customer satisfaction metrics and intervening when low satisfaction levels are detected. Offering customized upsells geared toward customer needs and product usage patterns. Higher retention creates more opportunities for upsells and referrals, increasing revenue. Provide Superior Support.

B2B 85

B2B SaaS Education Brand ambassadors 85

Totango

AUGUST 18, 2022

It also promotes higher product usage, increases the likelihood of upselling purchases and encourages customers to become enthusiastic brand advocates. Tracking this metric can help your customer success team identify when individual customers need help completing onboarding.

Journey mapping 96

Journey mapping SaaS Upselling Enterprise 96

Amity

AUGUST 30, 2018

” The obvious answer will be a list of goals and success metrics that were created during the sales evaluation process. To ensure there is accountability on the customer’s part, the agreed-upon goals and success criteria should be clearly documented. Phase IV- Upsells and cross-sells (Day 200 - 230).

Accountability 67

Accountability Management Upselling SaaS 67

Comm100

SEPTEMBER 28, 2022

Here are some things to look for with this metric: How many chats are agents accepting as opposed to rejecting or passing off to other agents? We’ll look more at the average handle time metric later. You can analyze this metric by viewing your chat volume report. You can check out this metric in the agent workload report.

Average Handle Time 97

Average Handle Time Benchmark Wait times Metrics 97

Totango

JULY 8, 2021

With this system, alerts are automatically generated about any customer who requires attention – be it a customer with deteriorating health or an upsell opportunity that is set to renew soon. Started using new feature: Send best practices and power tips documentation. Define Customer Health Score. Build an Executive Dashboard.

Upselling 66

Upselling Accountability Customer retention Metrics 66

CustomerSuccessBox

JUNE 8, 2021

Drive Renewals and Upsells. Establish upsell and cross-sell playbooks to expand the organization’s footprint within the customer base. Own Key Metrics. Maintain performance metrics and leading indicators to make data-based decisions and recommendations. Orchestration of various tools. How should they work?

Upselling 52

Upselling SaaS Metrics Best practices 52

CustomerSuccessBox

MARCH 15, 2022

Delivering value to the customers through the product’s abilities and customer experience while also staying intact with the brand image and looking for upsell opportunities every moment. Document the understanding of the product and services to help the customers with their success goals. Key metrics…. Salary comparison.

Accountability 52

Accountability Customer Support Management Upselling 52

ChurnZero

JANUARY 17, 2020

Prior to deploying a Customer Success p latform, many companies find their CS operations comprised of an endless web of spreadsheets and unorganized documentation. Or perhaps upsell opportunities? Or perhaps upsell opportunities? Regardless just remember that there is no one-size-fits-all approach for CS metrics.

Best practices 72

Best practices Upselling Accountability SaaS 72

CustomerSuccessBox

MAY 9, 2022

The pros (new customer ARR, upsells) and cons (no new customer ARR, no upsells) should be highlighted on this Customer Success dashboard (downgrades and churn). Customer success metrics you should track. We go in deeper depth about customer success metrics in this article. Metrics for success that are more advanced.

Metrics 52

Metrics Upselling Customer advocacy CRM 52

Monet Software

OCTOBER 17, 2019

There are many types of documents you can include in your knowledge hub that are specific to your industry. While this requires your expertise in the industry itself, you might consider the following as you begin to fill the hub: Sales enablement tools should an upsell opportunity present itself. Thoroughly Document Customer History.

Call Center 59

Call Center Scripts Contact Center Upselling 59

Serenova

AUGUST 11, 2020

While metrics vary based on company and industry, call center agents are often expected to field dozens of customer inquiries every day. They’re responsible for taking customer support calls, supporting outbound campaigns, staying up to date on the company’s offerings and cross-selling/upselling. Great Communication.

Call Center 98

Call Center Contact Center Chatbots Quality management 98

Amity

APRIL 7, 2017

Hiring a customer success operations manager could help your team develop templates, document your customer success playbooks and ensure efficiency when executing them. For example, if your company’s main goal is growth, identify key metrics that support achieving higher revenues. Step 2: Metrics. Register for the webinar!

Chief Customer Officer 67

Chief Customer Officer Metrics Consulting Consulting 67

ChurnZero

OCTOBER 12, 2021

By creating a handoff document in their CRM, the CS team ensured the critical pieces of information needed to maintain a successful relationship were captured before the client’s kick-off. The team used ChurnScores as their guiding metric for renewal communications which allowed them to more accurately forecast renewals.

Healthcare 98

Healthcare Accountability Metrics Surveys 98

Totango

OCTOBER 30, 2024

With seemingly never-ending growth capital, organizational leaders focused almost exclusively on getting new customers—retention, upsell, and expansion would be handled by Customer Success. When you plan for expansion, all levers need to be aligned to what the customer deems value: Are customer outcomes clear and documented in onboarding?

Upselling 62

Upselling Sales Accountability SaaS 62

ChurnZero

FEBRUARY 23, 2023

Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. The key to effectively managing a customer lifecycle is metrics.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. The key to effectively managing a customer lifecycle is metrics.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

JustCall

APRIL 4, 2023

Upselling and cross-selling : Unknown to many, inbound call center agents are also responsible for identifying opportunities to upsell and cross-sell products and services to customers, increasing revenue and promoting customer loyalty. Meet performance metrics such as average handle time, quality, and customer satisfaction.

Call Center 52

Call Center call center software Upselling Scripts 52

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

Cincom

MAY 8, 2024

Lack of Renewal/Upsell Opportunities: Limited visibility into customer purchase history and usage makes identifying renewal and upsell opportunities extremely difficult. Automated Document Generation: CPQ software produces professional quote documentation tailored to the products selected.

Enterprise 52

Enterprise Sales CRM Upselling 52

Pointillist

MARCH 20, 2019

This is because it requires that you calculate the impact of customer experience changes on the hard quantitative metrics your business is measured by. Choose the Business Metrics Most Impacted by Customer Experience Investing in customer experience is of paramount importance today and has several quantifiable benefits.

Customer Experience 59

Customer Experience Banking Metrics Analytics 59

Nicereply

MARCH 24, 2022

For companies, these 3 factors will result in only a 6% chance of successfully closing an upsell and a smaller than 4% probability of selling a promotion. Did your performance consistently fall short of Customer Support Specialist metrics ? Top 6 Tips On Getting Hired In Customer Support After Getting Fired.

Customer Support 97

Customer Support Technical Support Upselling Marketing 97

Amity

MAY 25, 2016

Those supporting roles are looking at process improvement, training, documentation, and the development of playbooks. I think where we differ from our competitors is we are not just focused on closing the sale, getting them onboarded and then talking to them only when they are at risk or upsell a new product.

Best practices 90

Best practices Metrics Sales SaaS 90

CustomerSuccessBox

NOVEMBER 2, 2021

Creating a perfect Sales to Customer Success handoff document: Probably the best way to ensure that everything goes smoothly is to have documentation about each step, every data point, or information. The following points are essential to be added in a Sales to CS handoff document. Learn about actionable metrics in SaaS.

Sales 52

Sales Upselling Engineering Customer retention 52

Global Response

DECEMBER 21, 2022

If Customer Satisfaction Scores (CSAT) is a metric you’re tracking (and it should be!), For call centers that don’t handle outbound sales, a QA process can also be useful for any inbound sales—whether that’s a customer upsell, upgrade, or renewal; a recommendation for a product the customer inquires about; or another type of sales activity.

Call Center 62

Call Center Outbound sales Feedback Best practices 62

Cincom

MAY 8, 2024

By making communication a priority, companies see growth across all metrics. Continuously analyze performance metrics on automation to refine over time. Optimum customer communication lifts all metrics. Read our guide, Why is Customer Communication Important , for more information.

Best practices 52

Best practices Metrics Education CRM 52

ChurnZero

FEBRUARY 29, 2024

You’ll also unlock a goldmine of insights and signals that can predict customer behavior, identify potential churn, and uncover upsell opportunities. 2: How are people using AI to streamline communication, or gather results from various metrics? These summarization features are key right now. It really does depend on the use case.

Brand ambassadors 52

Brand ambassadors Upselling Metrics Feedback 52

Interaction Metrics

AUGUST 14, 2024

Here’s how the customer service consulting process works at Interaction Metrics: First, we mystery shop you and your competitors to gauge the current state of customer service at your company. When we can, we augment this with your call recordings, chat documentation, etc. What’s the Customer Service Consulting Process Like?

Consulting 62

Consulting Consulting Customer Service Surveys 62

Avaya

APRIL 15, 2019

Enables new sales or upsell (12%). However, early success metrics among those using AI show that customer ratings actually increased by 45% after they introduce AI, mostly in the form of chatbots. The key findings: Improves customer satisfaction (30%). Reduces time agents spend on calls (24%). Reduces the number of calls (16%).

Customer Experience 47

Customer Experience Chatbots voip Upselling 47