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

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 109

Best practices SaaS Journey mapping B2C 109

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices.

Metrics 52

Metrics SaaS Customer retention Upselling 52

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices.

Metrics 52

Metrics SaaS Customer retention Upselling 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

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

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 99

Metrics Accountability Upselling Enterprise 99

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

CustomerSuccessBox

MAY 25, 2021

Loyal customers contribute to your revenue growth through Upsells, providing referrals, and advocacy. Measuring both of these metrics will give a more balanced view of your retention. You can know about other retention metrics which matters for your SaaS business . You cannot keep upselling if you lose clients!

Customer retention 52

Customer retention Metrics Upselling SaaS 52

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

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

OCTOBER 6, 2020

To help further your understanding of these important differences, this article will breakdown the customer success vs. customer support dynamic and outline how prioritizing a proactive approach towards client relations can empower you to prevent churn, create value, increase the likelihood of renewal, and encourage upsells/cross-sells.

Customer Support 112

Customer Support Customer advocacy Construction Enterprise 112

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

Totango

AUGUST 21, 2020

I would say our challenge isn’t with the actual tool, it would be with how data is presented across the SAP landscape that leads to 80% of the questions and support tickets. All of the same core data and metrics driving our Totango solution are also shared through SAP4Me. SC: Totango is very easy to use and is cloud-based.

Upselling 117

Upselling Accountability Metrics SaaS 117

Amity

SEPTEMBER 17, 2015

Every department manager will be there—waving stats and metrics of accomplishments and closes—justifying their departments’ existence. If your customer success organization is managing renewals and upsells, you will definitely want to provide accurate reports of renewal stats and upsell revenue. Click To Tweet. How about sales?

Upselling 72

Upselling SaaS Metrics Sales 72

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 106

Best practices B2B Journey mapping Upselling 106

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

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 101

Management Best practices Consulting Consulting 101

Amity

FEBRUARY 26, 2018

Knowing these limitations can present opportunities for future improvements, which could lead to a better product, and ultimately happier customers. The fixed price serves as the baseline and the flexible components allow for other revenue channels like upselling. You should also be aware of the current limitations of your product.

Upselling 84

Upselling SaaS Feedback Sales 84

Totango

APRIL 9, 2019

It’s an invaluable metric and, with this data in hand, you can spot any problems and work on keeping your customers satisfied in the long run. Take this number and divide it by the number of customers present at the time period’s start (S). A Positive Customer Retention Rate Leads to Renewals and Upsells.

Customer retention 76

Customer retention Upselling Enterprise Metrics 76

Totango

MARCH 29, 2022

Keeping entire teams up-to-date on customer health is key to being able to accurately anticipate customer needs — both in the present and future. Totango has helped us immensely with reporting on onboarding status, health, and engagement metrics to identify and address potential risks in newly adopted accounts.

Customer advocacy 101

Customer advocacy Upselling Accountability Sales 101

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 88

B2B SaaS Education Brand ambassadors 88

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

Totango

MARCH 10, 2020

If a customer finds a particular onboarding module difficult to follow, it may need to be rewritten, moved within the order of presentation, or dismissed altogether. It can be used to create an early warning system to prompt action to capitalize on renewals and upsells, or to prevent churn. Stay Close to Your Customers.

Customer Experience 93

Customer Experience Upselling Feedback SaaS 93

Answer Dash

JANUARY 21, 2019

They may occasionally send out a newsletter or collaborate with sales on an upsell campaign, but for the most part, it’s off to the races to find the next John. Calculating CLV CLV is actually simple: It’s the present value of future cash flow attributed to the consumer throughout the entire relationship with the company. Not so fast!

Advertising 65

Advertising Upselling B2B Metrics 65

Amity

OCTOBER 31, 2016

Almost immediately, we started to scale the team to enable us to be more proactive to ensure we were able to do all the things that Customer Success does best: onboarding, coaching, renewals, upsell, support, and services. What metrics do you watch closely? How did you personally get started in Customer Success?

Coaching 0

Coaching Upselling Engineering Marketing 0

Totango

APRIL 16, 2021

This lays the groundwork for subscription renewals and upsell opportunities. It’s important to make sure you’re tracking the proper metrics. Or you can email a segment of your list by name to extend an upsell offer based on purchase and usage history data. Usage data may also highlight an upsell opportunity.

Personalization 71

Personalization Upselling Benchmark SaaS 71

ChurnZero

JUNE 15, 2023

Present this data to the customer and use it as an opportunity to realign with what is top of mind for them right now. 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

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 65

Upselling Accountability Enterprise Metrics 65

ChurnZero

JULY 22, 2021

Are your expansion pathways (cross-sells and upsells) more transactional or complex in nature? So, if leaders approach the rules as a collaborative effort and present them as such, teams will react the same way. The SaaS Debate: Who Owns the Renewal and Upsell? Treat your rules of engagement as a real partnership.

Sales 98

Sales Upselling Enterprise SaaS 98

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

Amity

APRIL 7, 2017

For example, if your company’s main goal is growth, identify key metrics that support achieving higher revenues. In this case, the metrics you pick should allow you to show your team’s impact on both existing revenues as well as new business. Step 2: Metrics. Register for the webinar!

Chief Customer Officer 67

Chief Customer Officer Metrics Consulting Consulting 67

Amity

APRIL 3, 2017

As with anything, you need to look at what’s right for your business, team, and customer base, but here are some core metrics and data points that if you are not already tracking, you should be! As you are about to get a lot of metrics thrown at you, I have broken this out into three buckets: The obvious. The kind of obvious.

Upselling 70

Upselling Metrics Feedback Accountability 70

Quiq

AUGUST 24, 2021

Because care’s impact is no longer isolated to metrics like deflection or CSAT. The lack of instantaneous support during off-hours presents a massive opportunity for improving retailers’ online shopping experiences while increasing conversion rates. Reroute Off-Hour Care Inquiries to Self-Service Messaging To Drive Conversions.

Self service 74

Self service Customer Care Upselling Customer Support 74

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 Advertising Upselling 40

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