Lumoa

APRIL 28, 2024

You can even find opportunities for cross-selling, upselling, or personalized promotions by using real-time insights and trends generated by AI. Despite efforts to collect and analyze feedback, employees frequently struggle to pinpoint what affects these metrics. You reach them where they are with the messages that resonate with them.

Feedback 83

Feedback Consulting Consulting Enterprise 83

CustomerSuccessBox

NOVEMBER 2, 2021

This is also the preferred method for high-priority accounts. Complete Account Information : Customer company name, the industry they are in, product-market fit, company size, and contract information. Customer Success : The metrics by which we will measure the value we are providing to the customer. Hand-holding at every step.

Sales 52

Sales Engineering Upselling Customer retention 52

SmartKarrot

JUNE 9, 2022

Create accountability across customer-facing teams by developing appropriate metrics and coordinating compensation and promotions with these metrics. Work with the Sales Director to drive ARR growth through upsell, cross-sell and price increases. Provide technical support for customers.

Upselling 19

Upselling Engineering Technical Support Metrics 19

Amity

JULY 18, 2016

” In a subscription-based company, there are several key metrics that need mastering and amongst those are the primary drivers to create a Customer Success organization: Customer Retention & Renewal. Ability to look for and enable upsell growth opportunity. Account priority & levels segmentation. Change Agent.

SaaS 66

SaaS Metrics Accountability Technical Support 66

SmartKarrot

JANUARY 12, 2023

Conduct sales calls with new users to manage successful onboarding, implementation & support. Create and update the library of help center resources to support a rapidly growing user base. Report on key metrics to drive success in user support and in the development of strategies to scale. Apply here: [link].

Technical Support 19

Technical Support Engineering Best practices Upselling 19

TechSee

MARCH 7, 2019

For every customer episode – paying a bill, getting technical support with activating a device, etc. Decision support tools help agents make faster, smarter decisions based on problem diagnoses, previous successful actions and other relevant contextual information. Gamification.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

Amity

JULY 18, 2016

” In a subscription-based company, there are several key metrics that need mastering and amongst those are the primary drivers to create a Customer Success organization: Customer Retention & Renewal. Ability to look for and enable upsell growth opportunity. Account priority & levels segmentation. Change Agent.

SaaS 48

SaaS Metrics Accountability Technical Support 48

Amity

JULY 18, 2016

” In a subscription-based company, there are several key metrics that need mastering and amongst those are the primary drivers to create a Customer Success organization: Customer Retention & Renewal. Ability to look for and enable upsell growth opportunity. Account priority & levels segmentation. Change Agent.

SaaS 48

SaaS Metrics Accountability Technical Support 48

Amity

JULY 18, 2016

” In a subscription-based company, there are several key metrics that need mastering and amongst those are the primary drivers to create a Customer Success organization: Customer Retention & Renewal. Ability to look for and enable upsell growth opportunity. Account priority & levels segmentation. Change Agent.

SaaS 48

SaaS Metrics Accountability Technical Support 48

Amity

JULY 18, 2016

” In a subscription-based company, there are several key metrics that need mastering and amongst those are the primary drivers to create a Customer Success organization: Customer Retention & Renewal. Ability to look for and enable upsell growth opportunity. Account priority & levels segmentation. Change Agent.

SaaS 48

SaaS Metrics Accountability Technical Support 48

SmartKarrot

DECEMBER 3, 2021

Role: Vice President of Customer Success Location: Remote, United States Organization: Robert Walters As a Vice President of Customer Success, you will work with the leadership team to define CS metrics and develop systems to effectively track these. Identify opportunities and lead upsell/cross-sell deals from start to finish.

Customer advocacy 19

Customer advocacy Technical Support Education Finance 19

Amity

MAY 22, 2016

This includes your vision, goals, customer data, metrics, timetable, journey map etc. If you don’t already know, find out what your company uses to capture account or contact information, billing data and support tickets. You don’t have metrics or KPIs. You don’t have a plan.

Journey mapping 57

Journey mapping Chief Customer Officer B2B SaaS 57

Amity

MARCH 19, 2014

In a subscription-based company, there are several key metrics that need mastering and amongst those are the primary drivers to create a Customer Success organization: Customer Retention & Renewal. – Ability to look for and enable upsell growth opportunity. Account priority & levels segmentation. Best practices.

SaaS 54

SaaS Metrics Accountability Technical Support 54

SmartKarrot

APRIL 22, 2022

Role: Client Success Director – Public Sector Location: Owings Mills, MD, US Organization: CareFirst BlueCross BlueShield As a Client Success Director, you will manage and develop a set of assigned accounts to increase productivity and sales of company products. Taking responsibility for contract renewal and upselling.

Technical Support 19

Technical Support Upselling Coaching Accountability 19

SmartKarrot

JUNE 3, 2021

Role: VP of Customer Experience Location: New York, United States Organization: Airtame As a VP of Customer Experience, you will hire, engage and retain top talent for the Customer Success, Technical Support, and Sales Engineering teams. Own key metrics for your team. Identify opportunities for continuous improvement.

Technical Support 10

Technical Support Upselling Engineering Accountability 10

Call Experts

MAY 20, 2022

A contact center provides 24/7 support for all your customers who have questions or need help with anything from ordering products or services to adding new users to their accounts. Another critical metric to track is the Average Waiting Time. They can also provide technical support to companies and organizations.

Contact Center 98

Contact Center Answering services Call Center outsourcing 98

SmartKarrot

FEBRUARY 4, 2021

Develop and implement tailored and proactive customer programs that provide continued value to the customer and drive long-term account growth. Define and develop metrics and dashboards to provide visibility and actionable insights to internal teams and leadership. Maintain product expertise across the Matterport solution.

Technical Support 10

Technical Support Upselling Consulting Consulting 10

Amity

JANUARY 30, 2019

A core pillar in most organizations is technical support and it’s important to evaluate what model is best for your organization. Account Management / CS Sales. Do you have cross-sell or upsell opportunities with your product? Professional Services.

Education 61

Education Engineering B2C Technical Support 61

CSM Practice

JANUARY 1, 2017

Most companies have an on-premise #CustomerSuccess program that typically comes in the form of TAM (Technical Account Management) services. In my experience, depending on the size of the account, the customer success manager is assigned to multiple accounts and is separate from the team that renews the customer’s contract.

SaaS 58

SaaS Metrics Accountability Best practices 58

SmartKarrot

NOVEMBER 23, 2020

Develop, monitor, and drive key business metrics that demonstrate health and performance for the business unit. As needed, acts as a point of escalation and resolution for customer issues for the Customer Support function. Works with the Account Managers to develop an overall account plan.

Technical Support 10

Technical Support Accountability Upselling Feedback 10

Amity

JULY 28, 2014

The probability of selling to a new prospect is 5-20% – Marketing Metrics. This includes your vision, goals, customer data, metrics, timetable, journey map etc. — If you don’t already know, find out what your company uses to capture account or contact information, billing data and support tickets. You don’t have a plan.

Journey mapping 48

Journey mapping Chief Customer Officer SaaS Metrics 48

SmartKarrot

JANUARY 7, 2021

Provide technical support during onboarding and implementation. Deliver renewal targets and upsell targets. Identify feature upsell opportunities with partner institutions and generate cross-sell introductions for the sales team. Help collect and analyze customer success metrics and data, including the all-important NPS.

Upselling 10

Upselling Technical Support Metrics Education 10

SmartKarrot

JANUARY 4, 2021

Drive metrics on performance and processes to achieve corporate and customer objectives, provide the best customer experience and consistently achieve team productivity, and customer satisfaction targets. Provide guidance and accountability for Customer Success team members across the customer life cycle.

Education 10

Education Technical Support Accountability Upselling 10

SmartKarrot

APRIL 17, 2023

They can be used for a range of tasks, including customer service, sales, and technical support. Upsells Identify opportunities for upselling and cross-selling based on customer conversations. Auto detect opportunities: AI can analyze customer data to detect opportunities for renewal, growth, and upsell.

Upselling 10

Upselling Chatbots Virtual Agent Coaching 10

NobelBiz

MARCH 23, 2022

In other words, it makes it possible to calculate the return on investment by taking into account the money invested, and the money earned or lost. There is no limit to how automation could be helpful, especially when you factor in metrics like agent efficiency and cross-selling. In terms of numbers, ROI is expressed as a percentage.

contact center solutions 52

contact center solutions Contact Center voip call center software 52

SmartKarrot

JUNE 29, 2020

Make customers successful by demonstrating the value of our analytics to support their evolving critical business needs. Provide applications and infrastructure support to the growing client base. Conduct regular business review meetings with key accounts. Drive retention reporting and analysis.

Technical Support 10

Technical Support Finance Upselling Accountability 10

SmartKarrot

JUNE 5, 2020

The success of your product mainly depends on these three criteria: Outstanding performance Easy Integration Using single metric. Using Single Metric. While designing the product you might be enticed to use various metrics because of your access to different kinds of information. Technical Support.

Chief Customer Officer 10

Chief Customer Officer Technical Support Upselling SaaS 10

SmartKarrot

FEBRUARY 19, 2021

Upsell limitations: Calculate the bucket size of customers who qualify for upgrades or account expansion. Then calculate the number of actual upsells that have taken place in a specific duration, say a year. Show the final figure that you aim to earn through your customer success program’s upsells initiatives.

Upselling 10

Upselling outsourcing Technical Support industry standards 10

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. Provide support for the customers for cloud and on-premise technologies and processes.

Customer advocacy 3

Customer advocacy Enterprise Technical Support Government 3

SmartKarrot

MARCH 8, 2022

Currently, she’s the Customer Success and Customer Support Manager at Ascent Cloud, Ashna has experience of over 7+ years in Customer Success and Account Management. Disha is currently the Vice President of Customer Success at Freshworks and has over 12 years of experience in Technical Support Leadership and Customer Management.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21