CSM Magazine

MAY 26, 2022

With so many support, engineering, and business insights locked away in siloes throughout most SaaS companies, it’s no wonder teams defer creating a meaningful customer health monitoring strategy. Here’s what IrisAgent’s custom health score includes: Support Metrics. Product Metrics. Business Metrics.

Engineering 52

Engineering SaaS Upselling Metrics 52

Lumoa

MARCH 3, 2023

Using such data, we would be able to implement business strategies, including digital ones, upselling and cross-selling strategies, strategies for dynamic customer engagement, and, ideally, plans for revenue development through products and services. One needs to start identifying clear objectives and metrics.

Metrics 78

Metrics Upselling Engineering Customer Experience 78

Totango

APRIL 11, 2019

An illuminated “check engine” light is scary because it doesn’t offer any solution. For many, “check engine” may as well just say “car broken”—and that’s terrifying. It is a powerful tool for capitalizing on potential upsell opportunities and preventing customer churn. What is a Customer Success Health Score?

Metrics 88

Metrics Upselling Accountability Enterprise 88

Hodusoft

JULY 24, 2024

This blog post discusses why customer retention is crucial for an organization, key metrics to analyze customer retention rates and key strategies for improving retention. It is one of the key metrics using which businesses can calculate their customer retention rate. Read on and thank us later. How to Analyze Current Retention Rates?

Customer retention 52

Customer retention Call Center call center software Interactive Voice Response 52

CustomerSuccessBox

MAY 30, 2022

To identify a watermelon customer, the metric that would help you the most is instead the Customer Intent Score. The Customer Intent Score is a metric that measures a visitor’s willingness to accomplish a conversion goal, for example- a request for further information. Based on rule engines. But what does it tell?

Upselling 52

Upselling Calibration Engineering Big data 52

Totango

MARCH 12, 2021

For instance, a customer may already be considering whether or not to buy an upsell SaaS product even when they’re still in the process of adopting their first purchase so that their experience of their initial purchase influences their perception of their prospective purchase. Important metrics to track include: License utilization.

Journey mapping 66

Journey mapping Upselling Metrics Customer retention 66

CustomerSuccessBox

AUGUST 22, 2019

Expansion revenue consists of upgrades, upsells and cross sells. Total MRR Expansion Revenue= Revenue from ( Upgrades + Upsells + Cross sells). The major advantages of Negative Churn are: Signing new customers is resource intensive compared to upselling to customers. Pricing is a major way to engineer negative churn.

Upselling 56

Upselling SaaS Engineering Metrics 56

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

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

MAY 16, 2022

These tools provide insights into various metrics that enable your Customer Success team to identify which customers need more assistance, or where there may be potential pain points. Detect and Act on Upsell & Cross-sell Opportunities. SaaS upsells have to be engineered as they are not going to happen on their own.

Management 52

Management Upselling SaaS Accountability 52

Help Scout

MAY 27, 2021

There are few individuals within your company that talk as candidly with your customers as your CSMs — they are a great source of data for your product and engineering teams. By educating customers on critical features relevant to their needs, your team empowers them to move forward in their journey while also boosting product usage metrics.

Accountability 66

Accountability Management Upselling Education 66

Real Blue Sky

NOVEMBER 21, 2023

A continuous improvement program is the engine that drives these efforts. 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

JustCall

APRIL 4, 2023

Search Engine Optimization (SEO) Optimizing your website and content for search engines increases your visibility and drives traffic to your site. Upselling and Cross-selling Both these techniques are extremely effective in increasing sales revenue. What are some tips for effective inbound call center training?

Call Center 52

Call Center Sales Inbound sales Upselling 52

Cincom

MAY 3, 2024

The sales module delivers the tools needed to track opportunities, forecast trends, analyze performance metrics, and nurture relationships throughout the customer journey. Embedded intelligence also facilitates upselling and provides real-time data to inform planning across teams. How does CPQ software integrate with CRM?

CRM 40

CRM Upselling Sales Engineering 40

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

ChurnZero

AUGUST 27, 2021

Customer Success (CS) is a core business function, and for some B2B companies, CS is a growth engine. This quota is met based on various metrics such as retention, expansion, and net renewal rate. 6 Tips to Learn Hw to Upsell and Cross-Sell – Discover how to expand your customer accounts with integrity. . Their response? “I

Metrics 98

Metrics Upselling B2B Accountability 98

ChurnZero

JUNE 15, 2023

Support and engineering teams can understand the behavior behind an influx of support tickets or inbound requests for product enhancements. Create an upsell campaign for customers who log in daily, have consistent feature usage, and have seen positive results from their use of sticky feature A (e.g., Uncovering expansion potential.

Accountability 96

Accountability Upselling Analytics Metrics 96

Satrix Solutions

MAY 7, 2020

When software companies are seeking efficient ways to manage customer churn, some choose to monitor the health of their book of business by reviewing a few efficiency and productivity based metrics. Tracking metrics to reduce churn goes beyond monitoring unique logins. A key component in issue resolution is the Customer Success team.

Metrics 78

Metrics Upselling Surveys Engineering 78

CustomerSuccessBox

JULY 29, 2020

CS teams should maintain consistency with the metrics (like retention, upsell, NPS) but the targets should be discussed to make them achievable in these times. Puneet suggested that no CS team runs on a single KPI but rather a set of KPIs like logo retention, MRR Retention, Upsell etc.

Upselling 52

Upselling Metrics SaaS APIs 52

CSM Practice

SEPTEMBER 28, 2020

The challenge here was to show enough value to hit key metrics someone in the labs group would find of value while hunting for use cases for our solution on a company-wide scale. Because of this, customers were more likely to start planning their engineering sprint cycles to include our solution earlier on.

Management 52

Management Upselling Engineering SaaS 52

ChurnZero

MARCH 31, 2023

If the vendor has been smart enough to collect aggregate data about how its customers use the product or service, it can also offer useful benchmark metrics to bolster that guidance.” In his words, second-order revenue stems from upsells, renewals, word-of-mouth and champion change. A case in point?

Benchmark 98

Benchmark B2B Accountability Consulting 98

CustomerSuccessBox

MARCH 14, 2022

This eliminates the need for users to go through a salesperson or engineer-led demonstration. There is more chance for upselling, cross-selling, and retention , as well as recurring revenue. Important PQL metrics to know. Why are Product qualified leads crucial for SaaS Customer Success? PQLs are the most successful consumers.

SaaS 52

SaaS Upselling Accountability Engineering 52

Nicereply

FEBRUARY 2, 2024

Everyone, from sales to engineering, must integrate customer success into everything they do. For instance, the engineering team can streamline product design to ensure simplicity and empower customers to achieve their goals effortlessly. Also, track the relevant customer success metrics and use the insights to improve your offering.

Education 59

Education Accountability Customer retention Journey mapping 59

CustomerSuccessBox

JANUARY 8, 2020

Customer success department’s responsibilities are slowly increasing to encompass several things like increasing LTV of customer base, reducing churn, providing references, case studies, customer stories to sales and marketing, providing feedback to product team, creating upsell opportunities, facilitating renewals, etc! Predictable Upsells.

Upselling 52

Upselling SaaS B2B Metrics 52

CustomerSuccessBox

FEBRUARY 27, 2019

Most SaaS businesses have well defined product, engineering, marketing and sales teams. At the start, it is not feasible to focus on several KPIs like retention, onboarding, upsells etc. This might lead to complications as the sales head would be focused on increasing the sales and not whether the customers will renew or upsell.

Upselling 65

Upselling Chief Customer Officer SaaS Sales 65

CustomerSuccessBox

FEBRUARY 2, 2022

Drive a gentle upselling process. One of the most obvious goals of an acquisition is to increase upsells of your product. The best way to succeed is to take a gentle, educational approach, and a referral procedure from existing CSMs to the appropriate upsells team. Learn about the strategies to increase upsells!

Upselling 52

Upselling Education Accountability CRM 52

JustCall

AUGUST 8, 2023

Source In addition to embracing the role of a recommender system, conversational AI can also unlock upselling and cross-selling opportunities. These metrics continuously monitor customer engagement and can trigger timely and proactive re-engagement campaigns to prevent churn. After all, it accounts for 31% of eCommerce site revenues.

Sales 52

Sales Upselling Revenue potential Customer centricity 52

CSM Practice

MARCH 1, 2021

Turn around time of engineering solution. The strategic account segment most likely holds the most potential growth in revenues through upsells, cross-sells, and referrals. Upsell and cross-sell opportunities within that segment are not found through sheer luck. Success Plans for CRM in Salesforce.

Chief Customer Officer 52

Chief Customer Officer Upselling Accountability Government 52

ChurnZero

JANUARY 26, 2021

From technical support to renewals and upselling, this role might be one of the most confusing and misunderstood jobs in all of tech. . Strong delivery for, and relationships with, your champions will most certainly make an impact on your future renewal and upsell opportunity outcomes. Executive Sponsor: . Primary Contact(s): .

Management 98

Management Chief Customer Officer Upselling SaaS 98

Nicereply

MARCH 8, 2023

Cross-sell or upsell to existing customers. Metrics Customer service metrics measure more tangible data: the issues your customers are having, your resolution time, and your customer service quality. Customer success metrics vary and span a wider range of data. Create brand advocates. Increase customer retention.

Customer Service 52

Customer Service Journey mapping B2C Metrics 52

SmartKarrot

APRIL 5, 2021

Product-led growth metrics help teams like marketing, sales, customer success, and product engineering understand customers better. Product-led growth metrics offer a reporting system to help all teams navigate towards the same core. These metrics help you create a strategy to succeed. How to Measure Product-Led Growth?

Metrics 10

Metrics SaaS Upselling Education 10

CustomerSuccessBox

NOVEMBER 2, 2021

Customer Success : The metrics by which we will measure the value we are providing to the customer. A Customer Success Manager (CSM) job is to build relations with the customer strong enough that opportunities of upsell and retention organically present themselves. Learn about actionable metrics in SaaS.

Sales 52

Sales Upselling Engineering Customer retention 52

ChurnZero

SEPTEMBER 8, 2020

Join the live stream for @SaaStrAnnual @ Home – now @BellaRenney from @tray talking about the key metrics of growth -> expanding and retention as the main drivers [link] #SaaStrAnnual #growth #saas. Customer Success is a growth engine. . Retention + Upsell = Growth It’s more efficient Bella Renney #saastrannual.

SaaS 90

SaaS Upselling Customer centricity Education 90

Call Journey

JUNE 23, 2019

Call Journey aims to help businesses on how to: Maximize Upsell & Cross-sell opportunities. Understand Agent Performance and metrics. Our speech experts bring together Natural Language Processing and Artificial Intelligence to create the best-of-breed speech analytics engine in the market.

Engineering 40

Engineering Analytics Upselling Scripts 40

Call Journey

JUNE 23, 2019

Call Journey aims to help businesses on how to: Maximize Upsell & Cross-sell opportunities. Understand Agent Performance and metrics. Our speech experts bring together Natural Language Processing and Artificial Intelligence to create the best-of-breed speech analytics engine in the market.

Engineering 40

Engineering Analytics Upselling Scripts 40

Mindtouch

OCTOBER 23, 2017

If you’re contacting support, aren’t you already aggravated that you couldn’t find a resolution yourself through your favorite search engine or on the vendor’s website? What metrics matter to a well-run support team? Renewals and upsells matter more. Speak to a support agent via chat?

Self service 65

Self service Upselling SaaS Customer Support 65

ChurnZero

AUGUST 27, 2021

Customer Success (CS) is a core business function, and for some B2B companies, CS is a growth engine. This quota is met based on various metrics such as retention, expansion, and net renewal rate. 6 Tips to Learn Hw to Upsell and Cross-Sell – Discover how to expand your customer accounts with integrity. . Their response? “I

Metrics 52

Metrics Upselling B2B Accountability 52