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.

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SaaS Upselling Accountability Sales 71

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.

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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.

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Upselling SaaS Metrics Sales 59

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.

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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.

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Customer retention Upselling SaaS Accountability 70

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.

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Upselling Metrics Accountability Sales 59

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.

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Upselling Metrics Sales 71

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!

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SaaS Upselling Metrics CRM 76

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.

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Sales Upselling Accountability Best practices 56

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.

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B2B Upselling Customer Support Sales 98

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.

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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.

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Customer advocacy Upselling Marketing Sales 92

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.

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Accountability Upselling Metrics Sales 74

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?

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Benchmark Upselling Accountability SaaS 59

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?

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Upselling Metrics SaaS Customer effort 68

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.

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Customer Service Wait times Upselling Best practices 62

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.

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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.

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Upselling Accountability SaaS Coaching 52

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.

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Upselling Accountability SaaS Metrics 52

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).

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Metrics Upselling SaaS Education 64

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.

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Management Upselling Sales Accountability 111

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.

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Personalization Customer Experience Chatbots Upselling 71

ProProfs Blog

DECEMBER 27, 2020

Honestly, it can get annoying when you come across pushy sales representatives during your buyer’s journey who treat you like a sales target that needs to be acquired at any cost. It is said that sixty-seven percent of the buyer’s ‘decision’ is complete before a buyer even reaches out to sales. Troubleshoot any confusions.

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Journey mapping Education B2B Sales 148

ClientSuccess

JULY 1, 2021

Skill #4: Sales (or sales-adjacent) Experience . While customer success management in no way involves sales (this is more account management), it is a good idea for CSMs to have some comfort with having sales-focused conversations. eBook: The Definitive Guide to CSM Comp Plans. Skill #5: Empathy .

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Upselling Accountability Sales Management 52

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.

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Management Sales Accountability Upselling 87

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!

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Upselling Airlines Contact Center Customer retention 52

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’.

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Upselling SaaS Metrics Accountability 64

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.

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Upselling SaaS Education Sales 53

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.

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Best practices SaaS Metrics Sales 98

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.

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Metrics Upselling B2B SaaS 75

Influitive

OCTOBER 30, 2015

Instead of filling the sales funnel, marketers need to create a virtuous circle that turns new customers into happy brand advocates. Download your FREE eBook now. He says the first step is to align with sales on value metrics that both teams commonly measure: revenue, pipeline and opportunities. Download the eBook now.

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ClientSuccess

APRIL 13, 2021

As you’re working to establish yourself as an executive asset for customers, it’s important to make sure you don’t veer into sales territory. While new features or functionality may require an upsell conversation, CSMs should leave these to account managers. When you’re focused on your customer’s success, executives will take notice.

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Upselling SaaS Best practices Accountability 52

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.

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Upselling SaaS Accountability Analytics 61

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].

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Upselling Customer centricity Sales Accountability 52

Infinity

FEBRUARY 23, 2022

increase in retail sales during the first few months of 2021. Phone calls contain a wealth of valuable intel that can help retailers train call handlers, improve conversion rates, increase average order values, upsell and reduce the cost of conversion. And yet, the contact centre is an area that is yet to be fully exploited.

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Analytics Upselling Sales Marketing 52

ClientSuccess

JUNE 17, 2019

Whether that revenue comes from an upsell, cross-sell, expansion, or something else, it’s still new revenue attributed to the customer. While some organizations have CSMs handle the entire upsell process, others bring in sales team members to help facilitate negotiating and contracts.

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Accountability Upselling SaaS Feedback 42

Comm100

APRIL 27, 2020

Does your customer need to connect with the support department or the sales team? How she responds to these messages can be referenced across channels for relevant and personalized upsell opportunities. . This blog post is a snippet from our eBook, Mastering Omnichannel CX. Customer journey. Customer status. Download Now.

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