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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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

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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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 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

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

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

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

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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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

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

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

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

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

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

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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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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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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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.

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JustCall

MARCH 9, 2023

Customer service is important for several reasons: Improved customer satisfaction and more sales: Good customer service helps build customer satisfaction and loyalty, which can lead to repeat business and positive word-of-mouth referrals. Why is it Important to Have Good Customer Service? Customer Service: Why is it Important?

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Customer Service Customer retention Upselling Advertising 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. 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.

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ClientSuccess

APRIL 7, 2017

Quarterly reviews aren’t just for sales teams—these built-in review periods are a great way to step back and determine what is working and what needs to be re-tooled. Before we go any further, let’s clear the air: Quarterly Business Reviews (QBRs) aren’t just for sales teams. Meet Internally With Sales, Product, and Marketing Teams.

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JivoChat

JANUARY 17, 2021

The same proportion of B2B sales teams say account-based marketing (ABM) improves customer lifetime value , while 86% say it boosts win rates and 76% believe it delivers a higher ROI than traditional go-to-market strategies. In other words, customers love live chat, and sales teams love ABM. Downloading an ebook. Conclusion.

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Comm100

NOVEMBER 2, 2020

Instead of letting prospects bounce off a landing page before asking that one important question on their mind, your AI customer service bot can step in and provide instant answers, book an appointment with your sales team, or help customers make a payment right there and then. Post-sale, your chatbot can be a 24/7 customer success manager.

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Chatbots Customer Service Banking Healthcare 59

Inbenta

APRIL 2, 2020

Supplement your Sales department. A chatbot can help your Sales team in two ways: By helping qualifying leads so that your Sales Representatives can focus on prospects that are mature enough and are reaching the bottom of the funnel, i.e. are ready to convert. The post What Criteria to Define the Best AI Chatbots?

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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. Get input from sales, marketing, product, and your executive team when deciding on your CSM engagement model. .

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ClientSuccess

SEPTEMBER 15, 2018

Let’s start with the most obvious: sales. It’s important for the existing business customer success and new business sales teams to be in lockstep to ensure complete transparency between the two teams. eBooks: Ultimate Guide to SaaS Customer Success Metrics. But marketing can be an entirely different story. Aligned Messaging.

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ClientSuccess

OCTOBER 2, 2019

These individuals have long been specialists outside of new business sales teams. An Account Manager (or AM for short) goes after existing customers with the goal of renewing, cross-selling, and upselling the company’s product. AMs rely on the bottom line revenue generation from customer renewals, cross-sells, and upsells.

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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.

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SaaS Finance Metrics Upselling 74

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. Multiple Ways a CSM Can Bring a Customer Back.

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