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. During new sales conversations, many prospective accounts will ask to see some customer testimonials or even talk to customers themselves as references. Customer marketing is key.

Customer advocacy 92

Customer advocacy Upselling Marketing Sales 92

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 most of the year, the CSMs counterpart on the sales side of our business was nowhere to be seen, only occasionally popping into the equation to see how things were going.

Management 111

Management Upselling Sales Accountability 111

TeamSupport

FEBRUARY 18, 2022

then chances are that your sales team is chasing new business. Net new sales opportunities aren't the only way to grow your business revenue, and if they are the sole focus, you’re trying to sail the ship without plugging the holes in the hull. It’s a reasonable strategy – new business acquisitions means more revenue.

B2B 98

B2B Upselling Customer Support Sales 98

ClientSuccess

MARCH 8, 2022

Sales cycles can be long and fraught and deserve to be applauded. But as more and more SaaS organizations realize, the actual value of a new customer isn’t tied to that initial sales number at all but spread out across the customer’s entire lifecycle at an organization. eBook: 3 Steps To Putting Your Customer First This Year.

Upselling 75

Upselling SaaS Sales Metrics 75

ChurnZero

OCTOBER 26, 2018

Strategies for an Effective Partnership between Customer Success and Sales. The handoff of a new customer between Sales and Customer Success is a critical moment in the customer lifecycle. In this session, Abby Hammer and Casey Altieri from ChurnZero shared tips to clarify and strengthen your knowledge transfers from Sales to CS.

Sales 56

Sales Upselling Accountability Best practices 56

JustCall

APRIL 4, 2023

However, a call center is only as effective as its sales techniques and training. With the right approach and training, an inbound call center can double up as a powerful tool for generating sales and building customer loyalty. So, let’s dive in and learn how to turn every call into a successful sale!

Call Center 52

Call Center Sales Inbound sales Upselling 52

ClientSuccess

DECEMBER 19, 2022

Upselling & Cross-Selling Playbook: CSMs are responsible for ensuring that customer relationships remain strong and can be leveraged for additional sales opportunities. An upselling & cross-selling playbook can help CSMs identify the right timing, products, and messaging that can help them successfully close additional deals.

Upselling 72

Upselling Education Best practices Sales 72

ClientSuccess

DECEMBER 21, 2021

After all, even if sales are through the roof, if customers aren’t satisfied, the business likely won’t last. Customer lifetime value: measuring the total lifetime contract value of a customer, including upsells, renewals, and expansions, is what keeps the value of your business trending upward over time.

Metrics 100

Metrics Upselling B2B SaaS 100

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. . In this way, one can look at the role of an AE as an extension of the sales or business development team while CSMs are fully entrenched in the services realm.

Accountability 62

Accountability Management Upselling SaaS 62

ClientSuccess

FEBRUARY 8, 2023

In this blog post, we’ll explore three different ownership models that help define roles between sales and customer success teams when it comes to customer renewals. Model 1: Sales owns new logos, expansion and renewals In model one, the core sales team maintains ownership of all sales (or “commercial”) aspects of the relationship.

SaaS 71

SaaS Upselling Accountability Sales 71

ClientSuccess

MARCH 16, 2022

After the sales cycle, which can often be drawn-out, chaotic, and intense for both sides, onboarding is the first real chance a new vendor has to make an excellent first impression with a customer and set the stage for what the partnership will genuinely look like moving forward. eBook: Ultimate Guide to Customer Success Metrics.

Upselling 71

Upselling Metrics Sales 71

ChurnZero

JANUARY 10, 2022

One cross-functional relationship that absolutely cannot be ignored when it comes to SaaS customer onboarding is the relationship between Sales and Customer Success. That crucial handoff can make or break your onboarding: Sales sold the customer the dream, and now Customer Success needs to facilitate the realization of that dream.

Best practices 98

Best practices SaaS Metrics Sales 98

ClientSuccess

OCTOBER 12, 2022

Of course, big numbers like cost savings are critical, but what about other metrics driving customer satisfaction, renewals, and upsells? eBook: CSM from the Trenches: Implementing Customer Success. Best customer success software = the best results . Webinar: Designing the Playbooks to Power Your Customer Journey. Start Here!

SaaS 76

SaaS Upselling Metrics CRM 76

ClientSuccess

JULY 5, 2017

5 Common Success Post-Sales Pitfalls. In order to make sure your CSMs are prepared, take a look at these common post-sales pitfalls, strategies for success, and best practices at every point of the post-sales customer lifecycle to ensure critical issues don’t slip through the cracks. The Sales Handoff Strategy.

Sales 40

Sales Upselling Best practices SaaS 40

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

NOVEMBER 2, 2022

During renewal or upsell conversations, the everyday sales jargon and terminology can get old quickly, especially if it is a repeat of a customer’s original sales pitch when they first signed on with your organization. eBook: 5 Ways To Surprise & Delight Your Customers. Toolkit: Churn Management Toolkit.

Customer retention 70

Customer retention Upselling SaaS Accountability 70

ClientSuccess

OCTOBER 25, 2022

These strategic meetings are a chance for customer stakeholders (including executive sponsors, primary contacts, and other vital resources) to meet with resources from across a vendor team – sales and strategic account representatives, implementation teams, product teams, etc. – eBook: CSM from the Trenches: Implementing Customer Success.

Accountability 74

Accountability Upselling Metrics Sales 74

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? Work directly with your marketing, sales, and product teams to develop a focused, detailed ideal customer profile.

Upselling 61

Upselling SaaS Accountability Analytics 61

ClientSuccess

FEBRUARY 21, 2022

What do the contract terms look like regarding opt-out, renewals, and upsells? eBook: How to Become an Elite Customer Success Leader. Toolkit: Sales, Marketing & Customer Success Alignment Toolkit. Billing and Contract Terms: Is the customer up to date on all their bills and payments?

Upselling 68

Upselling Metrics SaaS Customer effort 68

ClientSuccess

MAY 10, 2022

The ‘sale’ of a new customer – aka the monetary amount of the contract – is often looked at as the be-all-end-all metric to determine the value of the customer. This includes the initial contract, of course, and any upsells, expansions, and renewals that may occur. eBook: Ultimate Guide to Customer Success Metrics.

Upselling 59

Upselling Metrics Accountability Sales 59

ClientSuccess

FEBRUARY 15, 2021

Customer-centric service has emerged as one of the leading contributors to account renewals, recurring revenue, and upsells for SaaS-based organizations. . Share new content and resources with your customer contacts, including eBooks, webinars, and product notes, to help boost their product value. Ready to learn more?

Benchmark 59

Benchmark Upselling SaaS Accountability 59

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). The sales rep on the account earned commissions which were significantly higher than what had been rewarded for all their hard work throughout the entire year.

Management 87

Management Sales Accountability Upselling 87

Solvvy

JUNE 17, 2021

Scribd’s platform offers access to the best ebooks, audiobooks, magazine articles, documents, and more for over a million people around the world. Automation and personalization also serve an important role in retention, sales enablement, and upsell opportunities. Premium Service for Premium Customers.

Personalization 71

Personalization Customer Experience Chatbots Upselling 71

ClientSuccess

AUGUST 21, 2019

From initial buying choices to upsells and renewals, knowing what prompts customers to take steps forward with a vendor can help your customer success team structure messaging, discussions, and other critical conversations. For more on similar topics, check out these resources: eBook: 5 Ways to Surprise & Delight Your Customers.

Upselling 53

Upselling SaaS Education Sales 53

Babelforce

MAY 27, 2021

The math is simple – if the service better fits their needs, you’ll be more successful in service, sales and retention. They can: Spot upsell opportunities. Find out more about No-Code and Conversational AI in the eBook linked below. The phrase “customized service” is used in two ways. 3 Segment your customers.

Customer Service 88

Customer Service Contact Center CRM Interactive Voice Response 88

ClientSuccess

OCTOBER 25, 2021

Total percentage of contacts engaging with content, either marketing, educational or upsell related. Survey feedback, including from post-sales and post-onboarding surveys. eBook: Customer Success as a Culture: Marketing Leaders Edition. Number of days since the last proactive communication (aka email or phone call).

Metrics 64

Metrics Upselling SaaS Education 64

ClientSuccess

APRIL 28, 2021

While the sales handoff, implementation, and onboarding stages of a customer relationship are all very hands on and require a significant amount of communication, the ongoing maintenance, management, and growth stages can be a little trickier. . eBook: 5 Ways To Surprise & Delight Your Customers. When do customers ‘go dark’.

Upselling 64

Upselling SaaS Metrics Accountability 64

ClientSuccess

SEPTEMBER 27, 2018

Instead of simply passing new customers off to a Customer Success Manager (CSM) to deal with after a sale is completed, organizations are realizing the benefits of having a strong customer-focused strategy in every department , from sales and marketing to finance and product. eBooks: Ultimate Guide to SaaS Customer Success Metrics.

SaaS 74

SaaS Finance Metrics Upselling 74

Interactions

MAY 12, 2022

This is what it feels like when customers receive irrelevant upsells and cross-sales. Learn more about creating a successful digital experience in this ebook. Have you ever walked through a department store and had a swarm of employees offering you perfume samples? It’s annoying.

Customer Service 62

Customer Service Wait times Upselling Best practices 62

ClientSuccess

FEBRUARY 8, 2023

Customer lifetime value : measuring the total lifetime contract value of a customer, including upsells, renewals, and expansions, is what keeps the value of your business trending upward over time. Outcomes : during the sales cycle, customers will outline specific goals they are trying to achieve with your solution.

Metrics 75

Metrics Upselling B2B SaaS 75

ClientSuccess

MAY 25, 2021

Customer satisfaction, account growth, and renewals have become some of the foundational elements of any long-term success strategy, right alongside a robust sales program. At an executive level, VPs, SVPs, and even c-level contacts can be great ways to connect and engage with customer accounts, especially during the sales process.

Upselling 52

Upselling SaaS Accountability Coaching 52

Help Scout

APRIL 27, 2021

For other businesses, offering an extra might look like sending out a free ebook, a coupon for a free consultation, or a meeting as a coach or consultant. With additional information about your customers and their journey, you can also be more proactive with your sales and support outreach.

Consulting 119

Consulting Consulting Upselling Banking 119

ClientSuccess

JUNE 15, 2021

During a year where many companies had to make complex strategic decisions, and new sales weren’t exactly flying in at a rapid pace, existing customer accounts helped keep the lights on. During this planning stage, CSMs can identify areas where other team representatives (sales, product, etc.) Toolkit: Team Leadership Toolkit.

Upselling 52

Upselling SaaS Accountability Metrics 52

Babelforce

JANUARY 7, 2021

4 strategies to increase your CLV Your (free) eBook on contact center automation. A common solution is to define a maximum period between sales that counts as a retained customer. Boost upselling and cross-selling. Good upselling and cross-selling is: Tailored to the customer Timely Focused (i.e. Get the eBook!

Upselling 52

Upselling Airlines Contact Center Customer retention 52

CSM Practice

FEBRUARY 12, 2020

Since existing customers are usually more willing to buy, companies typically offer additional solutions and features in the form of upsells and cross-sells. However, most companies are at a disadvantage because they use the same sales strategy for both new and existing customers. DOWNLOAD the Expansion Selling eBook: [link].

Upselling 52

Upselling Customer centricity Sales Accountability 52

REVE Chat Blog

NOVEMBER 21, 2019

Lead generation is one of the most critical steps in sales and marketing for this is where businesses get their precious pool of prospects that can eventually become loyal customers. . Provide real time sales assistance with live chat. The data can be used by the sales team to approach the visitors. .

B2B 77

B2B Best practices Sales Chatbots 77

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. From the very first kick-off call (or if you’re introduced to a customer in the sales cycle) it’s game on. eBooks: Ultimate Guide to SaaS Customer Success Metrics.

Upselling 54

Upselling Accountability SaaS Customer centricity 54