Expansion | Growth | Up-Sell |Cross-Sell
Strategies and practices for the expansion of customer relationship value
This article introduces practices to grow revenue by enabling Sales to sell services and to overcome customer objections.
This article introduces retention strategies to help you keep the customers you have.
Services are the key to maximizing recurring revenue when companies have the capability to define, sell, and deliver the services customers need. Customers that have access to success focused services are 2.8 times more likely to continue and expand existing relationships. Find out if you offer the services your customers need.
Customer Success Management encompasses the practices, programs, resources, tools, and metrics required to help customers successfully use products to achieve their desired business outcomes.
We have become too dependent on electronic surveys and NPS/CSat scores to tell us that our customers are okay. This cannot always provide enough insights to tell us why we lose customers. To reduce churn, you need to do more.
To be successful with Services, you must establish a Service plan. To be effective, the Service plan must clearly define the role of Services within your company, prioritize service initiatives necessary to attain prioritized results, and establish metrics to track service performance and outcomes.
Technology service programs are evolving to offer new value and benefits such as use and adoption assistance and resources to help attain successful outcomes. As technology service programs change service marketing must evolve beyond selling the initial service engagement and focus on sustaining and growing relationship value.
This article introduces 8 essential metrics for Support and Customer Success.
The amount of recurring revenue a company receives may increase, stay the same, or decline for a given period. Recurring Revenue Rate indicates the percent change in the amount of recurring revenue at the end of a specified period compared to the recurring revenue at the beginning of the same period. Measuring recurring revenue rate is essential to help identify the factors that lead to revenue retention and attrition and provides an indicator of the overall state of customer relationship health.
Identifying and alleviating performance and usability issues can go a long way toward preventing demand for Support. Leverage these 7 strategies for issue prevention to help lessen Support demand:
Healthy customer relationships require an ongoing dialogue through digital media, self-help, communities and direct interaction with Support and Customer Success team members. This article introduces eight customer interaction best practices to engage and retain your customers.
To develop and sustain a lasting customer relationship you must have a clear understanding of their expectations and the ability to help them achieve their outcomes. This article introduces six assessment practices to stay current with customer outcomes.