CSM Practice

FEBRUARY 24, 2020

The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product usage, proactively managing accounts, customer engagements, and training , expanding and renewing accounts, and so on. Accountability is essential in customer success to establish a culture of improvement.

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

Amity

OCTOBER 12, 2016

In this blog post, Kate Harvey put together a list of what makes a welcome email successful, with examples, and statistics (we love statistics). To get a balanced view of your growth, you need to analyse both of these metrics on a regular basis, for two simple reasons: Retention matters, Upselling matters. 1 Radicati, Sara, PhD , ed.

SaaS 64

SaaS Upselling Metrics Education 64

ChurnZero

OCTOBER 30, 2020

One of the big challenges we see is that the initial users are happy but six months later some person comes on the account. Abel says he first met Zoom CEO and Founder Eric Yuan in 2014 when they were both in Emergence portfolio. “In Will the Customer Success and Sales roles converge, especially for large enterprise accounts?”. “To

SaaS 93

SaaS Chief Customer Officer Sales Metrics 93

Avaya

NOVEMBER 8, 2017

So strong, that the number of accounts at global financial institutions grew by 700 million between 2011 and 2014. Employees once known as tellers are now emerging as bank ambassadors, designed to guide customers rather than upsell. If you ask us, the best way to improve this BRI deficit is to focus on branch transformation.

Banking 40

Banking Multichannel Customer advocacy Upselling 40

SmartKarrot

SEPTEMBER 10, 2020

If you have been following SmartKarrot’s blogs then you would find that we have written many blogs on different roles. But this blog is specifically about Chief Customer Officer (CCO). According to a report by CCO Council in 2014, 22% of Fortune 100 companies had adopted CCO roles. Other times they report to a sales head.

Chief Customer Officer 10

Chief Customer Officer Customer centricity SaaS Upselling 10

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. He would post a great piece of content from Uberflip’s blog and I would go read it or comment on it on Linkedin.

Coaching 0

Coaching Engineering Upselling Marketing 0

ProProfs Blog

AUGUST 8, 2019

In 2014, Consumer Reports claimed that burgers by McDonald’s taste dead in comparison to other chains. You can only become flexible if you take the following steps into account. What’s more, Apple ensures to take the voice of their customers into account when building designs of their new products. Orders had errors.

Customer Service 76

Customer Service Airlines Feedback Sales 76

Comm100

OCTOBER 11, 2017

This blog post will show you what makes a jointly-owned social media customer service strategy so necessary, and will walk you through how to implement one yourself. What account-specific info can be given online? Don’t forget to set up social media accounts if you haven’t already, and give employees access to social media systems.

Customer Service 49

Customer Service Customer Care Morale Marketing 49

Comm100

FEBRUARY 6, 2018

This blog post will cover several of the top, most sought-out customer engagement tools on the market. And it’s not just the cost per agent or interaction that companies need to take into account — deployment costs can also vary per software. Here are some other Industry-Specific CRMs by industry: Accounting. WordPress blogs.

CRM 42

CRM Enterprise SaaS Marketing 42