SmartKarrot

NOVEMBER 24, 2023

In the dynamic realm of B2B, where every move counts, mastering the art of upselling is no longer a mere choice but a strategic imperative. In this discourse, we’ll unravel seven B2B upsell strategies that, in my experience, work wonders for boosting Net Revenue Retention (NRR) and fortifying customer relationships.

Upselling 10

Upselling B2B Education Analytics 10

IdeasUnlimited

AUGUST 21, 2024

Return on investment (ROI) is a critical metric for e-commerce businesses, reflecting the efficiency and profitability of their operations. These metrics help companies to understand their financial performance and make informed decisions to improve profitability. These strategies contribute to higher sales and revenue.

Upselling 52

Upselling Metrics Sales Marketing 52

TeamSupport

JUNE 29, 2023

They present an opportunity to introduce upsells to products, add new features to products, include a subscription plan to further engage them. This involves looking at several metrics like the Net Promoter Score (NPS), Customer Satisfaction score (CSAT), and an index of customer distress.

Upselling 97

Upselling Metrics Chatbots Customer Support 97

GetFeedback

AUGUST 16, 2018

Here’s a look at the top 11 customer service metrics you should start measuring today. Customer Happiness Metrics. These three metrics correlate with customer loyalty and retention more strongly than support efficiency metrics. At face value, NPS is a pretty simple metric—one score per customer, one overall score.

Metrics 79

Metrics Customer Service Surveys Self service 79

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.

Upselling 21

Upselling Management SaaS Benchmark 21

ChurnZero

MARCH 24, 2023

1: Is NPS a Customer Success metric? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. Here’s why. Value is very hard to measure.

Upselling 98

Upselling Metrics SaaS Sales 98

ChurnZero

MARCH 24, 2023

1: Is NPS a Customer Success metric? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. Here’s why. Value is very hard to measure.

Upselling 97

Upselling Metrics SaaS Sales 97

ChurnZero

DECEMBER 17, 2021

In the SaaS industry, Customer Success upsell and cross-sell opportunities are commonly incorporated into expansion management. Churn rate is a major metric for SaaS companies to keep an eye on. Don’t nudge customers toward a cross-sell or upsell when they’ve only just finished their onboarding process. Timing is Everything.

Management 98

Management Upselling SaaS Education 98

Interaction Metrics

AUGUST 14, 2024

Each dimension should be present in every customer interaction, but they are weighted differently based on your company’s goals and customer needs. Here’s how the customer service consulting process works at Interaction Metrics: First, we mystery shop you and your competitors to gauge the current state of customer service at your company.

Consulting 62

Consulting Consulting Customer Service Surveys 62

TechSee

MARCH 4, 2024

Revenue Generation: New Revenue Streams AI-automated CX presents a wealth of opportunities for entirely new revenue streams. Generative AI can be used to automate upsells, renewals and expansion. Nevertheless, some enterprises prefer to measure CSAT as a leading indicator of potential revenue rather than a hard ROI metric.

Enterprise 109

Enterprise Automotive Average Handle Time Metrics 109

TechSee

MARCH 4, 2024

Revenue Generation: New Revenue Streams AI-automated CX presents a wealth of opportunities for entirely new revenue streams. Generative AI can be used to automate upsells, renewals and expansion. Nevertheless, some enterprises prefer to measure CSAT as a leading indicator of potential revenue rather than a hard ROI metric.

Enterprise 109

Enterprise Automotive Average Handle Time Metrics 109

Lumoa

SEPTEMBER 8, 2020

What a thrill it was to present your fully punched card, then immediately start on the next. With that in mind, in this article, we cover why customer loyalty is important, along with a few metrics you can track to better understand your customer’s loyalty. Upselling Ratio The upselling ratio is a relatively straightforward metric.

Upselling 78

Upselling Metrics Surveys Marketing 78

Totango

AUGUST 13, 2024

At Totango + Catalyst, we made a strategic decision to challenge the script on revenue priorities, empowering customer success managers (CSMs)—those mostly intimately aware of customer needs and goals—to own core renewals, expansions, and upsells. The results? This open forum helps foster a sense of ownership and engagement.

Management 98

Management Best practices Consulting Consulting 98

Totango

JUNE 24, 2022

The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies. On the other hand, when data reflects high customer satisfaction, CS teams can extend upsell offers or referral invitations. Adoption metrics , such as license utilization.

Best practices 106

Best practices SaaS Journey mapping B2C 106

Totango

DECEMBER 3, 2021

Customer health is a consolidation of all the information that a company has about its customers, from all probes, people, and systems, past and present. Account Health focuses on a customer’s health score, which takes multiple dimensions of customer data metrics and classifies them into a single representation of green, yellow, or red.

Metrics 96

Metrics Accountability Upselling Enterprise 96

JustCall

OCTOBER 15, 2023

Real calls present unpredictable challenges, nuances, and emotions that theory can’t cover. Subjectivity in Performance Assessment You need to set metrics to evaluate the performance of your agents. You also need to consistently measure your agent’s performance against these set metrics. The disconnect is immediate.

Coaching 52

Coaching Metrics Feedback Upselling 52

ClientSuccess

MARCH 8, 2022

This includes the initial sales value, upsells or expansion deals, ad hoc change orders throughout the partnership, and renewal value. CLV matters to customer success teams because although sales reps manage initial deals, many of the post-sales revenue (upsells, expansions, renewals, etc.) are managed in some part by CSMs.

Upselling 75

Upselling SaaS Sales Metrics 75

CSM Magazine

DECEMBER 13, 2023

Lack of Cross-Sell and Upsell Capabilities This gap involves using strategies that integrate sales opportunities into customer interactions. Here’s how you can bridge this gap: Provide comprehensive training for customer service representatives that focus on cross-selling and upselling.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

CustomerSuccessBox

AUGUST 27, 2021

While the startup is still exploring its potential and discovering in what way it can best present its product, the scaleup has already found that sweet spot. Onboarding Adoption Escalation Renewal Upsells Referrals. Expansion- Upsell and Renewal. Define Your Metrics. Well, that’s something where they get it wrong!

Upselling 52

Upselling SaaS B2B Metrics 52

ChurnZero

SEPTEMBER 6, 2024

Expansion opportunities: With every goal you help customers achieve, new goals emerge, which frequently present opportunities for upsell and cross-sell. Here are five best practices we learned from Keishla’s and Stephanie’s presentation. Hungry to discover more? Watch the webinar in full here.

Coaching 52

Coaching Upselling SaaS Sales 52

ChurnZero

FEBRUARY 23, 2023

Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. The key to effectively managing a customer lifecycle is metrics.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. The key to effectively managing a customer lifecycle is metrics.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

OctopusTech

JUNE 29, 2023

They will reach out to active and potential buyers, present their products and services to them, and then follow up with the leads. It also plays an important role in upselling and cross-selling different opportunities by finding out the needs of users and then recommending the most appropriate products and services.

Customer retention 62

Customer retention Call Center Upselling outsourcing 62

Beyond Philosophy

NOVEMBER 10, 2014

At times (more in the “old days” but every now and then it happens in present times) we’ve literally have been accused of “having religion;” i.e., believing in Customer Experience (CX) without proof and asked to show the value of CX. Your existing customers are far easier to upsell. So, the debate continues.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

CustomerSuccessBox

OCTOBER 5, 2021

The following are the key considerations that you must look at (for improving retention, increase renewals & upsells, etc. Since they differ from firm to firm, tracking every metric out there doesn’t make economical sense. However, the one universal metric is the “Net Retention Rate (NRR)”. Let’s dive right onto it!

Upselling 59

Upselling SaaS Metrics Accountability 59

CSM Practice

JUNE 4, 2021

Identifying appropriate metrics and key performance indicators (KPIs) from the get-go will help your high touch customer success team work more efficiently because the goals are clear-cut and measurable. . For the purpose of this discussion, we related expansion revenues rate to the amount of upsell or cross-sell revenues.

SaaS 52

SaaS Upselling Metrics CRM 52

CustomerSuccessBox

MAY 30, 2022

This scenario precisely presents the “ Watermelon Effect ”. 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.

Upselling 52

Upselling Calibration Engineering Big data 52

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? Burnout may be present, depending on the team structure.

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. Can you present your past team quarterly performance?

Upselling 52

Upselling SaaS Metrics Best practices 52

CSM Magazine

OCTOBER 18, 2024

By analyzing viewing habits, preferences, and even the time of day users typically watch, Netflix can present a tailored selection of shows and movies that are more likely to appeal to each individual user.

Personalization 52

Personalization CRM Automotive Airlines 52

Real Blue Sky

NOVEMBER 21, 2023

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. These metrics act as a pulse check, revealing the health of various operations and initiatives.

Employee engagement 105

Employee engagement outsourcing Upselling Customer retention 105

Cincom

MAY 8, 2024

Lack of Renewal/Upsell Opportunities: Limited visibility into customer purchase history and usage makes identifying renewal and upsell opportunities extremely difficult. Building Strong Customer Relationships: Inconsistent experiences and quotes generated from fragmented systems and dated product info hinder customer trust and loyalty.

Enterprise 52

Enterprise Sales CRM Upselling 52

Totango

AUGUST 9, 2022

Sales : Sales teams can use customer segmentation to group prospects and customers based on propensity to buy, potential transaction value and upsell opportunities. This can help teams prioritize high-value opportunities and tailor sales presentations for personalized appeal. Fill Out the Right Segmentation Buckets.

Best practices 103

Best practices B2B Journey mapping Upselling 103

Totango

SEPTEMBER 20, 2022

Monitoring customer satisfaction metrics and intervening when low satisfaction levels are detected. Offering customized upsells geared toward customer needs and product usage patterns. Higher retention creates more opportunities for upsells and referrals, increasing revenue. Customer Enablement vs. Sales Enablement.

B2B 85

B2B SaaS Education Brand ambassadors 85

Totango

FEBRUARY 28, 2020

Analyzing customer success metrics. Analyzing Customer Success Metrics. Closely following your customer’s day-to-day growth with your product yields a range of metrics you can use to guide customer engagements. These actions are the way we personalize our service to meet the demands of our customers. Anticipating customer need

Customer centricity 93

Customer centricity Metrics Upselling Enterprise 93

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

Talkdesk

AUGUST 7, 2017

The origins of customer satisfaction (or CSAT), as a metric, date back to the 1970s — an era in which the business world was much more obsessed with supply chains and pricing than customers or service. These companies are able to identify customers who value the product or service and turn them into upsell opportunities.

Metrics 40

Metrics Customer Service Upselling Advertising 40