ChurnZero

MARCH 7, 2025

3: Customer marketing: A community helps identify champions, supports upsell/cross-sell opportunities, and provides feedback for your product roadmap. 2: Align community metrics with organizational goals. Aligning community metrics with organizational goals is crucial for long-term executive buy-in and consistent community success.

SaaS 52

SaaS Gamification B2B Metrics 52

ChurnZero

MAY 25, 2023

While renewals are a central aspect of CS work, many Customer Success Managers (CSMs) have a mandate for upsells. In this approach, a renewal, upsell, or downsell is either completely in or completely out. In this approach, a renewal, upsell, or downsell is partially included in a forecast. It doesn’t end there either.

Upselling 97

Upselling Metrics Surveys Accountability 97

ChurnZero

NOVEMBER 26, 2024

To find out more, view our webinar, Why Titles Matter In Customer Success , with Parul Bhandari, fractional customer experience leader at CustomerXSuccess. Key performance indicators (KPIs) / objectives and key results (OKRs) they will be evaluated on, such as adoption, retention, upsell or cross sell, customer success qualified leads.

SaaS 52

SaaS Upselling Enterprise industry standards 52

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. He also sits on the board of Directors for CSPN.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

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

ClientSuccess

FEBRUARY 7, 2022

Customer Success Managers (CSMs) use multiple metrics and numbers to understand customer sentiment and how customers feel about a product and their vendor team. You can learn more about Customer Health Scoring and other metrics with these additional ClientSuccess resources: . Webinar: How to Build a Health Score that Actually Works.

Upselling 81

Upselling Metrics Personalization Management 81

Totango

AUGUST 21, 2020

All of the same core data and metrics driving our Totango solution are also shared through SAP4Me. As mentioned in the Webinar, we are also enabling partners on the playbook and methodologies to drive like experience. SC: Our business case includes measurement of renewal, upsell, NPS and productivity over a 5 year period.

Upselling 117

Upselling Accountability Metrics SaaS 117

ChurnZero

JANUARY 22, 2021

So, you signed up for a Customer Success gig and now your boss wants you to upsell? If you’ve internally cursed the idea of selling or simply desire to take your sales skills up a notch, then this webinar is for you. Note: During the webinar, Neale covers the first three of the 10 tenets of the Customer Success selling philosophy.

Sales 98

Sales Chief Customer Officer Upselling Metrics 98

Totango

NOVEMBER 10, 2017

In part 2 of our customer health webinar series, we tackled “How to Measure the Effectiveness of a Customer Health Model” and discussed a more advanced approach to customer health. Feedvisor has a four-stage approach to building a Customer Health Score and periodically adjusts it to give better churn, renewal, and upsell predictions.

Upselling 77

Upselling Accountability Metrics Technology 77

CSM Practice

FEBRUARY 8, 2023

One of the best ways to grow your business is to track several customer success metrics and use this SaaS valuation data to make effective decisions. If you’re wondering what kind of data to collect, these metrics will help you measure customer satisfaction levels and develop strong retention strategies. Start tracking metrics today!

SaaS 52

SaaS Metrics Advertising Upselling 52

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. SaaS professionals who geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. There is often more than one way to calculate a given Customer Success metric; Gaming.

SaaS 52

SaaS Metrics Customer retention Construction 52

Totango

NOVEMBER 10, 2017

In part 2 of our customer health webinar series, we tackled “How to Measure the Effectiveness of a Customer Health Model” and discussed a more advanced approach to customer health. Feedvisor has a four-stage approach to building a Customer Health Score and periodically adjusts it to give better churn, renewal, and upsell predictions.

Upselling 72

Upselling Accountability Metrics Technology 72

ChurnZero

JULY 2, 2020

To understand the why and how behind putting the customer at the center of your business, we hosted a webinar with two founding team members of customer-first organizations: ChurnZero’s Chief Customer Officer Abby Hammer and inSided’s CEO/Co-Founder Robin van Lieshout. If you missed the webinar, you can watch it on demand.

Chief Customer Officer 98

Chief Customer Officer Customer centricity Best practices Metrics 98

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

ChurnZero

AUGUST 14, 2020

Know exactly how customers use (or don’t use) your product and analyze usage trends over time by capturing feature and page events as well as time-in-app metrics and online status monitoring at the contact and account level. Track free-trial users for upsell opportunities to convert to paid users. Webinar Software.

CRM 87

CRM Finance Upselling Accountability 87

ClientSuccess

OCTOBER 12, 2022

How does it impact critical metrics like growth, renewal rates, and customer churn? Of course, big numbers like cost savings are critical, but what about other metrics driving customer satisfaction, renewals, and upsells? Webinar: Designing the Playbooks to Power Your Customer Journey. Look at the bottom line .

SaaS 76

SaaS Upselling Metrics CRM 76

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

CustomerSuccessBox

JUNE 5, 2019

Monitoring the right metrics, i.e., don’t mix support signals with product adoption signals. Acting on poor leading metrics till health score is good. A SaaS customer goes through acquisition, onboarding, retention, and upsell. Ultimately, you have to identify unmet needs so that you can upsell / cross-sell.

Best practices 89

Best practices SaaS Accountability B2B 89

Cincom

FEBRUARY 21, 2025

This results in lost revenue and missed opportunities to upsell or cross-sell. 5- Enhanced Upselling and Cross-Selling Strategies Many CPQ platforms include recommendation engines that suggest upgrades, bundles, and complementary products. 4- Frustrated Customers and Lost Deals Customers expect fast, accurate, and transparent quotes.

Sales 40

Sales Gamification Finance Best practices 40

ChurnZero

MARCH 18, 2022

With so many SaaS metrics floating around, and even more opinions on when and how to use them, it can be hard to know if youre measuring what really matters. all the metrics your CEO and CFO care about) and set the context for their usage. all the metrics your CEO and CFO care about) and set the context for their usage.

SaaS 52

SaaS Metrics Surveys Enterprise 52

Totango

SEPTEMBER 11, 2020

As a result, businesses can build better client communication, create enticing offers for upsell opportunities, and meet overall business goals in a more reliable manner. . In other cases, links to webinars, product training videos, or an appointment time with a CSM for help going over a feature could be useful.

Upselling 84

Upselling Enterprise Healthcare Metrics 84

ClientSuccess

MARCH 16, 2022

If the customer has questions about features or functionality that might not be included in their current package, make a note to revisit this information when you are in the right place for an upsell or expansion opportunity. . Track data and metrics as early as possible in the process for accurate data down the road. .

Upselling 71

Upselling Metrics Sales 71

ChurnZero

DECEMBER 29, 2020

The SaaS Debate: Who Owns the Renewal and Upsell? Whether Customer Success or sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. Top 4 Metrics Chief Customer Officers (CCOs) Must Know. Customer Success vs. Sales. To find out who wins, check out the recap.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

Interactions

MAY 21, 2024

If you missed the recent Interactions webinar with Opus Research , don’t worry – we’ve got you covered. ROI: The Golden Metric Q. Joe Kuhn: Modern IVA solutions can provide a range of benefits including increased customer satisfaction, employee satisfaction, revenue/upsell opportunities, reduced mis-routes, and so on.

Upselling 62

Upselling Metrics Contact Center Call Center 62

Interactions

MAY 21, 2024

If you missed the recent Interactions webinar with Opus Research , don’t worry – we’ve got you covered. ROI: The Golden Metric Q. Joe Kuhn: Modern IVA solutions can provide a range of benefits including increased customer satisfaction, employee satisfaction, revenue/upsell opportunities, reduced mis-routes, and so on.

Upselling 62

Upselling Metrics Contact Center Call Center 62

ChurnZero

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? We’d like to extend a huge thanks to Dave for his expert insights below, which will help you use Customer Success and SaaS metrics in a more nuanced and purposeful way.

SaaS 52

SaaS Metrics Accountability Technical Support 52

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. . CSMs typically gauge success on metrics like usage rates and NPS scores while AEs are driven by bottom-line revenue goals. . Here are three important differences between CSMs and AEs: 1.

Accountability 62

Accountability Management Upselling SaaS 62

Pointillist

JULY 25, 2018

What are the quantitative business goals that will influence the journey analytics project e.g., churn, retention, acquisition, cross-sell, upsell, purchase, rate of renewal etc.? Success Metrics for the Team. Success Metrics for the Project. You will need to establish metrics for measuring the success of employee training.

Analytics 93

Analytics Government Metrics APIs 93

ChurnZero

MAY 31, 2019

Upcoming Webinar. They spend countless hours establishing key performance metrics and enforcing the appropriate disciplines so their marketing and sales teams can bring in leads and close deals to drive revenue and growth. Attendees of this webinar will learn how to: Use the customer journey as the desired path to success.

Upselling 75

Upselling Customer retention Accountability Metrics 75

ClientSuccess

FEBRUARY 21, 2022

As customer success has grown into a critical corporate function for SaaS organizations, CSMs have turned to data and metrics to make strategic decisions for their customers. Over the years, however, so many metrics have become critical to this decision-making that it now requires multiple products and platforms just to keep things straight.

Upselling 68

Upselling Metrics SaaS Customer effort 68

ClientSuccess

JANUARY 11, 2023

To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies. Measure customer success metrics for meaningful insights. Take a proactive approach to problem-solving before issues arise.

Benchmark 80

Benchmark Upselling Education Best practices 80

Totango

AUGUST 12, 2020

As customer lifetime value is now spread out over years of renewals and upsells, customer retention and customer success efforts must be seen as a shared value across the enterprise. That means you will need resources such as training walk-throughs and webinars for low-touch customers and personal training sessions for high-touch customers.

SaaS 88

SaaS Upselling Enterprise Best practices 88

Totango

MARCH 10, 2020

That requires the use of customer success software that is able to capture and organize information from a range of sources and turn it into real-time metrics that reveal the customer experience. It can be used to create an early warning system to prompt action to capitalize on renewals and upsells, or to prevent churn.

Customer Experience 93

Customer Experience Upselling Feedback SaaS 93

ClientSuccess

OCTOBER 25, 2021

Knowing how to identify these indicators, which metrics to track for each, and how to gauge success is critical for any customer success team looking to set themselves up for long-term success. Here, we’ll take a deeper look at the customer success leading indicators discussed in Part 1 to uncover some critical metrics behind each one.

Metrics 64

Metrics Upselling SaaS Education 64

ChurnZero

OCTOBER 1, 2022

In our webinar, “ Champion scalable and sustainable growth through the power of Customer Success ,” Valuize shares how top enterprises drive market-leading NRR by consistently discovering new value and expansion opportunities through CSQLs and seamless operations. Q: Should CSM roles close upsell deals? I have worked it as a CSM.

B2C 97

B2C Upselling B2B Accountability 97

ClientSuccess

SEPTEMBER 13, 2021

For some (but not all) SaaS organizations, CSMs are also responsible for leading and managing upsell conversations with customers. Ask to be introduced to the right people within the customer organization before entering into any budgeting or upsell talks to avoid any run-around. Toolkit: Customer Success Metrics Toolkit.

Upselling 59

Upselling SaaS Metrics Sales 59

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.

Upselling 59

Upselling Metrics Accountability Sales 59