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. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

CSM Practice

APRIL 13, 2021

Customer success managers often encounter obstacles and pressure in retaining and keeping numerous accounts. Identifying opportunities for upselling and cross-selling is one thing a CSM must deliberately focus on to implement proactive expansion selling. I started to know about the metrics that matter to them and to us.

Management 52

Management Customer retention Upselling Accountability 52

SmartKarrot

DECEMBER 6, 2022

Represent the voice of the customer by collecting and sharing data, metrics, insights, feedback, and stories. Lead an internal cross-functional process group that provides a customer journey governance framework that is used to monitor and continuously improve processes that directly or indirectly touch the customer.

Coaching 19

Coaching Education Government Upselling 19

CustomerSuccessBox

APRIL 6, 2022

Also, taking into account the psychographic segmentation, your CSM needs to know the customs and the culture while interacting. Feedback can help you fine-tune your customer success members of the team and the regulations that govern them over time. Accordingly, assign a CSM. Don’t forget the ‘joint success’ plans.

Customer centricity 52

Customer centricity Journey mapping Feedback Government 52

SmartKarrot

AUGUST 29, 2022

Role: Senior Customer Success Manager Location: Boston, MA, US Organization: LeanIX As a Senior Customer Success Manager, you will be responsible for the retention of customer accounts by ensuring continuous communication and relentless support and guidance. Identify and develop upsell and cross-sell opportunities with the Sales team.

Best practices 19

Best practices Call Center Benchmark Government 19

SmartKarrot

NOVEMBER 22, 2022

Evolve and scale a service organization that improves activation and upsells in a product-led, support-driven environment. You will partner with leadership across sales, ops and account management to ensure governance and standard best practices are not only in place but followed. NPS, usage metrics, etc.

Best practices 19

Best practices Customer advocacy Government Upselling 19

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.? You will need to establish metrics for measuring the success of employee training. Pick a mix of financial, customer and operational metrics.

Analytics 43

Analytics Metrics Government Journey mapping 43

SmartKarrot

MAY 6, 2022

Maintain the CSM Playbook which covers all necessary tactical and strategic team initiatives, e.g., account hand-off and kick-off, success plans, engagement levels, strategic business reviews, etc. Drive and manage the weekly red account escalation process for clients through to resolution.

Journey mapping 19

Journey mapping Coaching Government Upselling 19

SmartKarrot

APRIL 8, 2022

Collaborate with growth marketing and broader BetterUp leaders to unify all field-based account efforts and amplify outcomes. Own all metrics relating to site NPS, retention, and overall experience. Serve as the owner for a portfolio of high-value accounts, responsible for meeting key performance metrics.

Accountability 19

Accountability Government Upselling Metrics 19

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. Wondering which metric to choose?

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

SmartKarrot

MAY 11, 2022

Director of Customer Success, you will own your team’s metrics and create strategies to exceed them, focused on expansion, churn mitigation, success planning, and customer satisfaction. Be the named contact for specific strategic accounts and own senior customer stakeholder relationships. Apply here: [link].

Government 19

Government Upselling Accountability Management 19

SmartKarrot

OCTOBER 12, 2022

Leverage data to analyze and drive CSM/As performance as well as key client, vendor, and channel metrics (e.g. Identify cross organizational opportunities for account growth (expansion and new accounts). Develop upsell & cross-sell opportunities. usage, transaction volume, vendor enrollment, etc.).

Best practices 19

Best practices Consulting Consulting Government 19

SmartKarrot

APRIL 27, 2022

Role: Vice President of Customer Success Location: Remote, New York, United States Organization: Storm5 As a Vice President of Customer Success, you will understand the account structure and its partner eco-system to formulate a way of working & onboarding plan and executing the same.

SaaS 19

SaaS Government Upselling Accountability 19

SmartKarrot

MAY 19, 2022

Lead pitches to cross-sell and upsell new channels and features that meet client needs to achieve client KPIs. Create account plans for your portfolio of customers, with the aim to create genuine value and maximize revenue potential. Identifying Sitecore advocates and supporting sales to grow the account (up/cross selling).

Revenue potential 19

Revenue potential Government Consulting Consulting 19

ClearAction

NOVEMBER 16, 2023

Natural byproducts of this diagram’s formula are churn reduction, upselling, cross-selling, referrals, and acquisition cost reduction. Account teams are typically territorial regarding who gets access to their customers and customer intelligence. This is crippling your company’s ability to help you build trust.

B2B 62

B2B Feedback B2C Enterprise 62

SmartKarrot

JUNE 16, 2022

Create and maintain customer service metrics, reports, and dashboards. Apply here: [link] Role: Customer Success Manager Location: Remote, United Kingdom Organization: Affinity.co As a Customer Success Manager, you will own a book of Affinity’s largest and most strategic customers, and drive renewals and upsells for these accounts.

Customer advocacy 15

Customer advocacy Best practices Government Upselling 15

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. Wondering which metric to choose?

Customer Experience 64

Customer Experience Journey mapping B2C B2B 64

SmartKarrot

AUGUST 12, 2021

Identify and grow opportunities within accounts and collaborate with sales teams to ensure growth attainment. Driving adoption, setting KPIs and success metrics, demonstrating ROI. Enhance clients’ understanding of IAS products, methodologies, User Interface, and general ad-verification industry knowledge.

Government 16

Government Upselling Coaching CRM 16

SmartKarrot

JULY 21, 2021

Measure effectiveness of customer success and onboarding by defining operational metrics, establishing tracking systems, and reporting to the company, executive team, and board. Develop tools, process, training, and governance around Onboarding clients to ensure projects are executed. Conducts one-on-one and group sales presentations.

Government 10

Government Upselling Accountability Sales 10

SmartKarrot

MARCH 23, 2021

Shape the organizational B2B objectives and success metrics and guide the team on achieving measurable customer success outcomes. Director of Customer Success, you will serve as the lead point of contact for all customer account management matters. Understand customers’ business needs, use cases, and priorities.

B2B 10

B2B Government Upselling Accountability 10

SmartKarrot

NOVEMBER 19, 2020

Increase retention rates and overall account expansion within your region by ensuring customer success activities maximize customer outcomes. Work alongside regional sales leadership and our partners to ensure the achievement of regional operational metrics and targets.

Consulting 10

Consulting Consulting Government Upselling 10

Pointillist

APRIL 17, 2019

These range from data quality problems, data governance issues, data ownership barriers, customer identity matching and data schema incompatibilities, as well as the duplication of data across sources. But standing in your way are existing customer data management challenges. What are Customer Analytics Tools?

Analytics 51

Analytics Journey mapping Multichannel Government 51

SmartKarrot

MAY 13, 2020

Role: Customer Success Manager Location: NewYork, US Organization: CB Insights The CB Insights Customer Success Manager is responsible for maintaining a portfolio of Accounts that include some of the world’s leading corporate Strategy and Innovation groups.

Engineering 10

Engineering Government Upselling Enterprise 10

Comm100

FEBRUARY 5, 2018

Accounts (do they have an account? By analyzing customer interaction metrics, CRM software solutions can identify leads, focus customer retention efforts, analyze the performance of marketing campaigns, and grow sales. It also gives companies the opportunity to upsell products, and convert leads. If so, what kind?

CRM 49

CRM Marketing Multichannel Self service 49

SmartKarrot

NOVEMBER 11, 2022

Role: Customer Success Director Location: Remote, United States Organization: Vonage As a Customer Success Director, you will maintain a portfolio of accounts with low churn, high adoption, and high health scores. Understand core needs and pain points of clients: give solutions and potential alternatives through upselling or cross-selling.

Customer advocacy 3

Customer advocacy Government Accountability Upselling 3

SmartKarrot

JULY 6, 2022

Help develop the customer engagement playbook across the customer lifecycle, from kick-off to EBRs, enablement, and renewal/upsell/cross-sell. Identifying and quantifying key metrics of value; Increasing ROI for the customers through meaningful adoption of appropriate features and best practices. Support People.ai Apply here: [link].

Government 3

Government Accountability Upselling Education 3

Comm100

FEBRUARY 6, 2018

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. BTC Software : Based in the UK, this software is good for small to medium sized tax and accountancy practices and corporates.

CRM 42

CRM Enterprise SaaS Marketing 42

SmartKarrot

MARCH 14, 2022

Hold your team accountable for performance metrics related to resolving customer service issues, completing new client onboarding, consistently conducting client product training, identifying and closing renewal and revenue growth opportunities. Develop a deep understanding of the SaaS industry and the needs of our customers.

Customer advocacy 3

Customer advocacy Enterprise Technical Support Government 3