CustomerSuccessBox

JANUARY 21, 2022

Upsell discussion happens when your product either delivers expected value or exceeds it. So obviously the focus of salespeople and the Customer Success Managers (CSMs) should be to help the customers achieve their desired outcomes. Wait, what’s an Upsell? 5 Vital signs your customer is ready for an upsell discussion.

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CustomerSuccessBox

JUNE 27, 2021

Upselling in B2B SaaS is a strategy designed to sell a more feature-rich product edition to an existing customer. Prioritizing customer acquisition should not be your only priority for upselling growth. You have to look ahead towards long-term growth and retention to design strategic upsell paths. You have your upsell strategy.

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Upselling B2B SaaS Accountability 52

ShepHyken

AUGUST 31, 2023

Enterprise resource management (ERP) systems centralize, automate, and manage core business data and processes, from inventory management to real-time sales information. When integrated with a CRM, you can unify all of your inventory and customer data to eliminate silos and increase data accessibility and management.

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Journey mapping Upselling CRM Feedback 330

Totango

MAY 23, 2019

When your goal is to grow your customer’s business, upselling becomes a means, not an end. Upsells are the result of the growth a customer has enjoyed because of your commitment to delivering lifetime value. It’s also worth noting that up to 70% of revenue in a subscription business comes from existing customer renewals and upsells.

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Upselling Customer centricity Enterprise Metrics 76

JivoChat

JUNE 8, 2021

Not sure which is the best upsell app for Shopify? But given that upsell apps can increase revenue by an average of 10-30%. And that it’s 68% more affordable to upsell an existing customer than acquire a new one, you know you can’t afford to miss out any longer. Types of Upsell Apps for Shopify. Bold Upsell.

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Upselling Analytics Sales Personalization 52

Fonolo

SEPTEMBER 19, 2019

That is not to say that cross-selling or upselling isn’t a huge opportunity for your company. Let’s take a look at three techniques and tips your customer service agents can use to drive upsells and cross-sell while on the front lines. Train your reps to listen for clues for possible upsells and cross-sells. What’s Inside: .

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ChurnZero

OCTOBER 16, 2020

Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. Customer Success Managers (CSMs) who possess the full spectrum of skills required to own the business relationship in its entirety are “unicorns” and there aren’t many roaming around. Enter the Sales Manager.

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Upselling SaaS Sales Accountability 98

Playvox

OCTOBER 27, 2021

If your contact center isn’t currently focusing on cross-selling and upselling, you’re missing a great opportunity to strengthen customer relationships and increase revenue. Our original contact center research revealed that 28 percent of contact centers generate 11 to 20 percent of their revenue from cross-selling and upselling.

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Upselling Contact Center Best practices Sales 52

Totango

AUGUST 13, 2024

The post Streamlining customer renewals: Empower customer success managers to accelerate growth appeared first on Best Customer Success Blog: Articles for Enterprise Growth. ” Customer renewals are the lifeblood of any subscription-based business, directly impacting your company’s revenue, growth, and long-term success. The results?

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Monet Software

JANUARY 31, 2018

Here are three tips on how agents can pull off a successful upsell. Don’t just follow the script Many contact centers have upsell opportunities built into their scripts, which are typically deployed just prior to the end of the call: “Before we go, can I interest you in our new Super Widget 9000?” Again – opportunity is knocking.

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Upselling Scripts Contact Center Analytics 48

Ann Michaels and Associates

APRIL 17, 2019

Upselling and cross-selling are both beneficial for any industry for one simple reason: more revenue. When you can convince your customer that your suggestions are for their benefit, then you can master the art of upselling and cross-selling. Keep reading to learn how to use upselling and cross-selling to your advantage.

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Upselling Coaching Feedback Sales 40

ShepHyken

SEPTEMBER 24, 2021

Combined with the ever-changing landscape of the SaaS industry, it is no wonder that sales leaders have been asked to help manage customer relationships, even though this is not their strength. A Customer Success Manager can play a greater and more strategic role with the client. Use Customer Success as a carrot.

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SaaS Sales Customer Experience Upselling 395

ChurnZero

DECEMBER 17, 2021

Considering that studies have shown that acquiring a new customer is exponentially more expensive than retaining an existing one, expansion management becomes more important than ever. In the SaaS industry, Customer Success upsell and cross-sell opportunities are commonly incorporated into expansion management. Clarity is key.

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Management Upselling SaaS Education 98

SmartKarrot

DECEMBER 2, 2022

It is money earned after the original purchase and obtained through upselling, cross-selling , and renewals to your current clientele. Upselling is a sales strategy used to convince clients to buy a more costly, upgraded, or premium variant of the selected product/ service or other add-ons to close a larger deal. Cross-sell.

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Upselling Management SaaS Benchmark 21

ChaseData

JANUARY 18, 2019

Are your agents well-versed in upselling and cross-selling techniques? Why would you train your agents to cross-sell and upsell when consumers don’t respond to these techniques anymore? If not, you may offer the excuse that they don’t need to be – it’s 2019, after all!

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Upselling Call Center Sales Management 53

Pointillist

MARCH 22, 2018

JetBlue has in the past made as much as an additional $140million in revenue through its upsell program called ‘Even More Space.’. There are many such examples of B2C and B2B companies that are using upsell and cross-sell opportunities to generate profits. In this post, I take a detailed look at: What is upsell and cross-sell?

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Upselling Analytics B2B B2C 71

OctopusTech

JULY 21, 2023

In this data-driven era, customer data management is highly important than anything else for companies and they are constantly gathering a huge amount of customer information and details. However, without any appropriate strategies for customer master data management, this wealth of information will always be unused.

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Kapta Customer Success

JANUARY 24, 2024

This puts account management teams under duress. This leaves account managers overloaded with more to do than is effectively possible. The result is often increased customer churn, diminished renewals, reduced upsells and cross-sells, and a drop in revenue.

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Accountability CRM Management Upselling 45

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. Here we’ve identified the 13 most essential qualities to consider when hiring a CS manager. What Is a Customer Success Manager (CSM)? What Is a Customer Success Manager (CSM)?

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Management Upselling Coaching Best practices 93

Fonolo

MARCH 28, 2023

Customer experience managers in the contact center have never mattered more. Excellent customer experience is a must and should never be overlooked. If you’re considering a career as a customer experience manager for a contact center, this blog post will guide you on how to get there. CX matters!

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Customer Experience Management Contact Center Call Center 81

Totango

MAY 17, 2021

Tracking this alerts you to churn risks as well as upsell opportunities, empowering you to take appropriate action. Systematically tracking these KPIs positions you to proactively manage and improve engagement. Why Manage Product Engagement? A highly engaged customer may be in the market for an upsell offer.

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Management Upselling Metrics Accountability 62

CustomerSuccessBox

MAY 16, 2022

And this is where Customer Success management software comes to your rescue. A customer success manager needs to have some predictive data in order to take proactive actions to act upon the warning signals. What is a Customer Success Management Software? However, this is easily manageable. Here’s how-.

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Management Upselling SaaS Accountability 52

CSM Magazine

MARCH 13, 2024

That’s where customer success management (CSM) comes in. In this article, we’re going to explore how you can supercharge your branding efforts by leveraging the power of customer success management. But you know what’s even better than making a sale? Turning that sale into a loyal, lifelong customer.

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Management Upselling Sales Marketing 52

ChurnZero

DECEMBER 17, 2021

Considering that studies have shown that acquiring a new customer is exponentially more expensive than retaining an existing one, expansion management becomes more important than ever. In the SaaS industry, Customer Success upsell and cross-sell opportunities are commonly incorporated into expansion management. Clarity is key.

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Management Upselling SaaS Customer retention 52

ClientSuccess

SEPTEMBER 3, 2020

In this post, I’ll address the most frequent question I’m asked by customer success leaders—what is the best compensation plan for Customer Success Managers (CSMs)? Compensation Plans for Customer Success Managers (CSMs). There’s wide debate in the customer success discipline regarding the best structure for a CSM compensation plan.

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Management Upselling Sales Accountability 111

Totango

JULY 28, 2021

Following best practices for hiring a customer success manager can make a critical difference in the quality of your customer relationships. Customer success managers serve as the face of your company in dealing with clients, playing a key role in ensuring satisfying experiences of your brand. What Is a Customer Success Manager?

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Help Scout

MAY 27, 2021

When considering customer success and account management, it’s valuable to consider them as complementary teams rather than interchangeable groups or, worse, competitors. There are a few things that differentiate customer success from account management. What is account management? Key components of account management.

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Accountability Management Upselling Education 66

Quality Contact Solutions

MARCH 25, 2021

is pleased to announce that Erin Langenberg has joined the organization as Implementation and Quality Assurance Manager. Langenberg is responsible for project management of all new outsource telemarketing and call center program implementations, including planning, organization, staff forecasting, technology design and client coordination.

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CustomerSuccessBox

JUNE 2, 2021

When it comes to decoding about- “How should a day in the life of a Customer Success Manager look like? Or How should every Customer Success Manager (CSM) be planning their day? This will make sure that all the reminders are in and thus as a Success manager you are already on top of those pieces. . Upsell Alerts.

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TechSee

SEPTEMBER 26, 2024

This reduces the need for second or third-tier support teams and reduces the resources necessary to manage escalations, returns, and technician dispatches. Moreover, Agentic AI ensures that these upsell opportunities are delivered correctly, enhancing the likelihood of conversion.

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CustomerSuccessBox

MARCH 10, 2022

The role and responsibilities of these two separate operations-“ Client Service Manager ” and “ Client Engagement Manager ”-differ. Who is a client service manager? How to become a client service manager? This role expects a candidate with a bachelor’s degree in accounting or business management to get selected.

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Management Upselling B2B Sales 52

CustomerSuccessBox

JUNE 12, 2021

Although these two key roles sound similar, some strict lines differentiate between an Account Manager (AM) and a Customer Success Manager (CSM). Who is an Account Manager? An account manager is, usually, the single point of contact between the company and the customer. Let’s try and understand them.

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Accountability Management SaaS Upselling 52

Playvox

APRIL 7, 2021

At the company level, KPIs such as customer satisfaction, Net Promoter Score, and upselling or cross-selling are typical. Contact Centers are measured along several dimensions. At the operational level, metrics such as average time in queue, cost per call, and first call resolution rate are often front and center.

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Totango

DECEMBER 21, 2021

Building out customer success manager automation depends on the effective use of email and in-app messaging. We’ll identify six key types of automated messages that every effective customer success manager automation strategy needs to include. Milestone Messaging as a Customer Success Manager Automation Strategy.

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Management Best practices Upselling Accountability 108

ChurnZero

AUGUST 15, 2024

AI has revolutionized how we handle account management , from initial conversations during prospecting to closing an expansion deal after multiple years of partnership. Looking across accounts for trends involves using AI tools to sift through customer data and identify patterns that could indicate potential churn or opportunities for upsell.

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Customer retention Management Accountability Analytics 52

CustomerSuccessBox

JUNE 3, 2022

The customer success manager’s function is evolving and expanding, and the reason for this transition is- DATA. The best customer success managers (CSMs) or customer success data analysts — or whatever their official title is – are masters of customer data measurement and analysis. But how do you achieve it?

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ProProfs Blog

DECEMBER 16, 2020

To make instant help possible, you’ll need live chat software to manage support during the holidays on your website besides offering phone and email platforms. You will have to come up with strategies that will help your support team manage live chat during the holiday season. 7 Tips to Manage Live Chat During the Holiday Season.

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