ClientSuccess

MARCH 8, 2022

This includes the initial sales value, upsells or expansion deals, ad hoc change orders throughout the partnership, and renewal value. CLV matters to customer success teams because although sales reps manage initial deals, many of the post-sales revenue (upsells, expansions, renewals, etc.) are managed in some part by CSMs.

Upselling 75

Upselling SaaS Sales Metrics 75

ClientSuccess

SEPTEMBER 13, 2021

For some (but not all) SaaS organizations, CSMs are also responsible for leading and managing upsell conversations with customers. Ask to be introduced to the right people within the customer organization before entering into any budgeting or upsell talks to avoid any run-around. eBook: The Definitive Guide to CSM Comp Plans.

Upselling 59

Upselling SaaS Metrics Sales 59

ClientSuccess

MARCH 2, 2021

CSMs are focused on helping clients reach their platform or product-specific goals while AEs are focused on upsells and/or renewals. . CSMs typically gauge success on metrics like usage rates and NPS scores while AEs are driven by bottom-line revenue goals. . eBook: Customer Success as a Culture: Sales Leaders Edition.

Accountability 62

Accountability Management Upselling SaaS 62

ClientSuccess

FEBRUARY 21, 2022

As customer success has grown into a critical corporate function for SaaS organizations, CSMs have turned to data and metrics to make strategic decisions for their customers. Over the years, however, so many metrics have become critical to this decision-making that it now requires multiple products and platforms just to keep things straight.

Upselling 68

Upselling Metrics SaaS Customer effort 68

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

ClientSuccess

FEBRUARY 22, 2023

The success of customer success is typically measured by metrics such as customer retention rate, upsell/cross-sell revenue, and customer satisfaction scores. Learn more about the role of customer success in your organization in this webinar.

First call resolution 70

First call resolution Best practices Upselling Education 70

ClientSuccess

JANUARY 11, 2023

Measure customer success metrics for meaningful insights. Learn more about building customer loyalty in this ebook. 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. Take a proactive approach to problem-solving before issues arise.

Benchmark 80

Benchmark Upselling Education Best practices 80

ClientSuccess

OCTOBER 25, 2022

Highlight key wins, metrics, and data that showcase how your platform has helped the customer reach their strategic goals. Discuss potential upsell opportunities, growth ideas, and new ways for the customer to continue to innovate with your product. . eBook: CSM from the Trenches: Implementing Customer Success.

Accountability 74

Accountability Upselling Metrics Sales 74

ClientSuccess

NOVEMBER 2, 2022

Go beyond just conceptualizing this information by tracking detailed metrics and data points to build a holistic picture of customer satisfaction and health. eBook: 5 Ways To Surprise & Delight Your Customers. For many in customer success, customer satisfaction, health, and happiness are more abstract concepts than actual numbers.

Customer retention 70

Customer retention Upselling SaaS Accountability 70

Babelforce

FEBRUARY 16, 2021

Unlike metrics like CSat or NPS , CLV relates directly to profitability (so it tends to be important to more people!). The first metric that tells all is Customer Lifetime Value. Prioritize upselling as part of your customer retention efforts. Upselling is a priority. That’s crucial information for forward planning.

Upselling 52

Upselling Customer retention Customer effort Metrics 52

TeamSupport

FEBRUARY 18, 2022

Conceptualized to negate churn and expand revenue by increasing retention and driving upsell and cross-sell opportunities, TeamSupport created the Customer Pipeline strategy to provide an easy way to become truly customer-first. Know – analytical relationships over reliance on single metrics. their goals with you ).

B2B 105

B2B Upselling Customer Support Sales 105

TeamSupport

FEBRUARY 18, 2022

Conceptualized to negate churn and expand revenue by increasing retention and driving upsell and cross-sell opportunities, TeamSupport created the Customer Pipeline strategy to provide an easy way to become truly customer-first. Know – analytical relationships over reliance on single metrics. their goals with you ).

B2B 98

B2B Upselling Customer Support Sales 98

ChurnZero

DECEMBER 1, 2023

Customer expansion: identify opportunities for upsells and cross-sells. Key performance indicators: track the metrics that matter most for customer success. Business relationship management: foster strong, value-driven relationships. Customer renewals: implement strategies to secure renewals and reduce churn.

SaaS 52

SaaS Customer advocacy Journey mapping Customer centricity 52

ClientSuccess

JULY 20, 2021

One of the most critical associated metrics with net retention is net revenue retention, which is the total recurring revenue retained year over year, including everything from renewals to upsells to expansions. eBook: 3 Steps To Putting Your Customer First This Year. Toolkit: Churn Management Toolkit.

SaaS 69

SaaS Customer retention Upselling Accountability 69

ClientSuccess

APRIL 28, 2021

If you realize that your customers are ghosting right when big conversations – like renewals and/or upsells – are supposed to take place, knowing there is an executive check-in around the corner can help appease a little of your panic. Track your product usage metrics accordingly. . Toolkit: Customer Onboarding Toolkit.

Upselling 64

Upselling SaaS Metrics Accountability 64

Babelforce

JANUARY 7, 2021

All in one neat metric. 4 strategies to increase your CLV Your (free) eBook on contact center automation. Unlike metrics like CSat or NPS , CLV relates directly to profitability (so it tends to be important to more people!). Boost upselling and cross-selling. Get the eBook! What is Customer Lifetime Value? (It’s

Upselling 52

Upselling Airlines Contact Center Customer retention 52

ClientSuccess

JUNE 15, 2021

From planning onboarding and implementation to facilitating new product or feature training to working with sales on renewals and upsells, CSMs often have a ‘catch all’ of responsibilities. All customer success metrics in one place: Managing long-term customer relationships cannot be done without data to support key strategic decisions.

Upselling 52

Upselling Accountability SaaS Metrics 52

ChurnZero

JANUARY 10, 2022

You’ll be able to put together much more efficient internal workflows and define responsibilities and metrics. Your metrics are going to be different from your customers’ key metrics since you both have different goals. Manage Customer Outreach After Onboarding. Put These SaaS Onboarding Best Practices to the Test.

Best practices 98

Best practices SaaS Metrics Sales 98

Influitive

OCTOBER 30, 2015

Download your FREE eBook now. Chandar says marketers need to start organizing around metrics that matter. He says the first step is to align with sales on value metrics that both teams commonly measure: revenue, pipeline and opportunities. Chandar also suggests putting metrics in place to measure your brand’s advocacy.

Marketing 79

Marketing B2B B2C Upselling 79

JustCall

APRIL 4, 2023

You can create a rich repository of blog posts, ebooks, webinars, and other forms of educational material. So, make sure to: Track website traffic Analyze customer behavior Monitor sales metrics By using data to inform your sales strategy, you can improve your performance and make data-driven decisions.

Call Center 52

Call Center Sales Inbound sales Upselling 52

ClientSuccess

JUNE 20, 2017

But it’s also possible to be overwhelmed with metrics and calculations and forget the true reason for being metrics-driven: ensuring customer success. It’s critical to select a certain number of metrics that you use repeatedly as a guiding force, quarter after quarter. Expansion Growth Rate (Upsell + Cross-sell).

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Upselling SaaS Metrics Best practices 40

ClientSuccess

DECEMBER 12, 2022

This bonus model generally focuses on both quantitative objectives (retention, upsells or cross-sell measures) as well as qualitative ones (contributing to the team mentality). eBooks: • 5 Ways to Surprise & Delight Your Customers. Ensure they are aligned to core business KPIs and aren’t “ squishy ,” as Jason Lemkin would say.

Management 87

Management Sales Accountability Upselling 87

ClientSuccess

NOVEMBER 1, 2018

In a recent article , Patrick questions the overall definition of customer success, echoing a common sentiment in the industry: is customer success about combating churn or is it focused on upsells and renewals? eBooks: Ultimate Guide to SaaS Customer Success Metrics. But which one actually impacts a business more?

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Upselling SaaS Accountability Analytics 61

ClientSuccess

JULY 1, 2019

CSMs center their careers on these metrics, but it can be difficult to convince other teams across your organization to measure their department’s success this way – and more importantly, align their priorities and metrics. . Marketing: Marketing influenced renewal or upsell dollars. Product: Product time-to-value.

Finance 49

Finance Upselling SaaS Metrics 49

Nicereply

APRIL 30, 2020

Cross-sell & Upsell, but first, answer the query. One of the good upselling models could be to offer the try something for free (limited time). Here comes a good upselling option. When can you upsell/cross-sell? Track and analyze customer metrics. Customer support forms the primary touchpoint with your users.

Sales 69

Sales Customer Service Upselling CRM 69

ProProfs Blog

DECEMBER 27, 2020

To make sure your efforts are reaping benefits, track metrics such as number of new visitors, percentage of new visitors vs. overall visitors, and number of new direct visitors. To make sure your efforts are reflecting expected results, track metrics such as: New leads generated. Troubleshoot any confusions. Returning direct visitors.

Journey mapping 148

Journey mapping Education B2B Sales 148

ClientSuccess

DECEMBER 4, 2018

Here is a great eBook and guide for building your customer success KPIs. Is it growing customer upsells? eBooks: Ultimate Guide to SaaS Customer Success Metrics. Touch Base with Members of Your Executive Team. Think about what you need to accomplish with your team and your customers. Increasing customer satisfaction?

Upselling 63

Upselling SaaS Accountability Metrics 63

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). Variable Split.

Management 111

Management Upselling Sales Accountability 111

ClientSuccess

JUNE 13, 2017

In this first blog of a two-part series, we will explore 4 major calculations (that can also be found in our latest ebook) for determining customer health, which can be thought of in pairs of two, with each set containing a “positive” measurement and a “negative” measurement. Some refer to this metric as Dollar Revenue Retention (DRR).

SaaS 43

SaaS Metrics Customer retention Upselling 43

ClientSuccess

MAY 8, 2017

For CSMs, usage can sometimes be a tricky metric to track and measure. If only a small number of individuals at a customer company are logging in on a regular basis and actually using the product, it can skew the metrics for an entire organization. Upsells are what most customer success professionals strive for daily.

Upselling 42

Upselling SaaS Metrics Accountability 42

Babelforce

APRIL 28, 2021

Or, it can monitor the call for potential sales or upsell opportunities and alert agents. 6 Track the right metrics. But this only works if you track the right metrics. Consider measuring other metrics alongside your Average Handling Time. None of these metrics is 100% effective at showing how good your service is.

Call Center 52

Call Center Average Handle Time Customer Service Interactive Voice Response 52

ClientSuccess

NOVEMBER 21, 2017

We’ve all been there: A customer relationship is going well and there are no obvious problems or red flags in sight, yet when it comes time for a ‘serious talk,’ such as a renewal conversation or upsell demo, there is suddenly radio silence on the customer’s end. Take a deeper look at the metrics. Do your research.

Upselling 50

Upselling Metrics SaaS Best practices 50

ClientSuccess

OCTOBER 2, 2019

An Account Manager (or AM for short) goes after existing customers with the goal of renewing, cross-selling, and upselling the company’s product. The role is present in many businesses, but its goals are based on sales quotas, rather than an intimate knowledge of the metrics tied to a customer’s position in the marketplace.

Accountability 47

Accountability Management Upselling SaaS 47

ClientSuccess

SEPTEMBER 27, 2018

This will ensure that if (or when) there are issues, upsell conversations, or any signs of confusion down the road that you can bring in other voices into the conversation. Gathering Critical Data and Metrics for Better Decision Making. This makes having real-time visibility into customer metrics (MRR, ARR, retention trends, etc.)

SaaS 74

SaaS Finance Metrics Upselling 74

ClientSuccess

AUGUST 14, 2019

Successfully executing a well-planned CSM compensation strategy depends on who owns revenue-generating KPIs and milestones related to a customer account, such as renewals, upsells, and new user expansions. Make sure outside client metrics are clearly defined for all CSMs, if applicable. . Stay on top of CSM compensation with data.

Best practices 40

Best practices Metrics Upselling SaaS 40

ClientSuccess

FEBRUARY 13, 2019

Whether your team measures expansion by upsells, renewals, or new users, CSMs are the backbone of driving expansion and retention—true growth. eBooks: Ultimate Guide to SaaS Customer Success Metrics. Blog Posts: Five Actions to Align Customer Success Goals. Customer Success as a Culture: Customer Success Leaders Edition.

Upselling 54

Upselling Accountability SaaS Customer centricity 54

ClientSuccess

SEPTEMBER 26, 2019

A Marketing Metrics study found that if a customer has made at least one purchase in the past, they’re 60% more likely to purchase from you again in the future. Closely monitor customer health metrics on a regular basis. . Tip: Be sure to check out our Ultimate Guide to SaaS Customer Success Metrics !) .

Customer retention 49

Customer retention Metrics SaaS Upselling 49