JivoChat

APRIL 16, 2023

Afterward, you move into slightly more complex territory - optimizing your website for search engine optimization (SEO), launching email campaigns, and using mobile applications to provide customers with a seamless shopping experience. Their search engines are optimized to increase visibility in search engine results pages (SERPs).

Analytics 82

Analytics Engineering Advertising Sales 82

CustomerSuccessBox

JANUARY 8, 2020

Customer success department’s responsibilities are slowly increasing to encompass several things like increasing LTV of customer base, reducing churn, providing references, case studies, customer stories to sales and marketing, providing feedback to product team, creating upsell opportunities, facilitating renewals, etc!

Upselling 52

Upselling SaaS B2B Metrics 52

ProProfs Blog

JANUARY 7, 2022

Google identified a need no other search engine was meeting and by 2017, 11 million AdSense users were paying Google $95 billion a year. The collected customer feedback will effectively help you with product-market fit analysis. You can verify it by doing your research and talking to your customers via customer surveys.

Marketing 78

Marketing Surveys Customer retention Metrics 78

ChurnZero

NOVEMBER 4, 2022

A SaaS business’s greatest source of intel is direct customer feedback. They are best positioned to find, synthesize, and contextualize feedback. When CS teams only own customer satisfaction and engagement metrics, they lessen their business impact, and in turn, their value and authority.

SaaS 98

SaaS Customer centricity Finance Best practices 98

SmartKarrot

JUNE 9, 2022

Create accountability across customer-facing teams by developing appropriate metrics and coordinating compensation and promotions with these metrics. Ensure their teams deliver efficiently in alignment with key partners in Sales, Product, and Engineering. Conduct customer health checks to identify risk and mitigate churn risk.

Upselling 19

Upselling Engineering Technical Support Metrics 19

SmartKarrot

JANUARY 12, 2023

Report on key metrics to drive success in user support and in the development of strategies to scale. Document user feedback for product solutions, working directly with the development team. Develop and execute metrics for customer health, engagement, and success of the department. Apply here: [link].

Technical Support 19

Technical Support Engineering Best practices Upselling 19

SmartKarrot

AUGUST 18, 2022

Understand customer business context and pain, and facilitate the strategic mapping of OfferFit value to identify potential upsell opportunities. Work closely with the OfferFit sales team to close upcoming renewals & upsell opportunities. Create dashboards to monitor critical client success metrics.

Upselling 19

Upselling Education Engineering Advertising 19

SmartKarrot

AUGUST 18, 2021

Experience working to promote the value of the product and upsell services and products with brand image and promoting value through customer experience. Define and track critical customer success metrics and KPI’s. Analyse customer health metrics, run NPS and gather other feedback to inform CSMs. Apply here: [link].

Brand ambassadors 19

Brand ambassadors Upselling Engineering Metrics 19

ClearAction

NOVEMBER 5, 2017

And sometimes customer-facing staff has a distinct customer experience vision that is at odds with their upstream value chain (engineering, IT, finance, production, marketing, supplier management, etc.). Do your surveys interrupt customers or allow them to give feedback however and whenever they prefer? Consistency is the key.

Customer Experience 69

Customer Experience Customer centricity Morale Finance 69

ChurnZero

OCTOBER 28, 2022

Sales, marketing, product, engineering. We have to think more strategically as an industry so that we can help our businesses scale and maintain those financial metrics like gross margin and EBITDA, that really matter when investors are looking at our companies. You have to look at it on a count basis, not a dollar basis.

Best practices 52

Best practices Chief Customer Officer Sales Upselling 52

SmartKarrot

JULY 7, 2022

Role: VP of Customer Success Location: New York, NY, US Organization: Instabase As a VP of Customer Success, you will set the vision and strategic plan for the Technical Account Management and Customer Engineering functions, focusing on increasing product adoption, leading an exceptional customer experience, and driving growth.

Engineering 19

Engineering Upselling Accountability Metrics 19

SmartKarrot

MARCH 23, 2022

Collaborate with Product Management and Engineering to act as the “voice of the customer.” Develop industry-specific metrics that define the customer success journey. Developing and executing upsell and expansion opportunities. Use customer management tools to track customer communication, issues, and metrics.

Brand ambassadors 19

Brand ambassadors Engineering Upselling Metrics 19

SmartKarrot

JUNE 13, 2023

Determine chances for upselling and create an upselling funnel using the current client base, and build relationships with the important parties whose client accounts you handle, assist in maintaining and improving those relationships and systems. Apply here: [link] Role: Sr.

Upselling 19

Upselling Marketing Accountability Education 19

SmartKarrot

AUGUST 22, 2022

As a VP of Customer Success, you will set the vision and strategic plan for the Technical Account Management and Customer Engineering functions, focusing on increasing product adoption, leading an exceptional customer experience, and driving growth. Use data, metrics, and KPIs to identify how to continuously improve the processes.

Engineering 19

Engineering Upselling Metrics Sales 19

Kayako

OCTOBER 16, 2017

There is no shortage of metrics customer support teams could be tracking. Their work relies heavily on input from other teams to do their job, whether in the form of engineering fixing a major bug, or finance explaining the customer’s latest bill. Product feedback. Collect product feedback to help improve the product.

Customer Support 74

Customer Support Feedback Surveys Finance 74

SmartKarrot

OCTOBER 3, 2022

Interact with other areas of their business to ensure customer success, such as Product and Engineering. Work with your assigned Strategic Account Manager (SAM) to meet retention and upsell goals. You will have mapped out all Customer retention activities and customer upselling to prevent churn and expand preezie commercial footprint.

Upselling 19

Upselling Coaching Best practices Consulting 19

ChurnZero

FEBRUARY 26, 2021

Give Product thematic feedback, not anecdotes. Most Customer Success and Product interactions center around customer feedback. What’s worked for us is to avoid anecdotal feedback, piecemeal conversations, and wanting to share customer feedback as soon as it’s received.”. All that stuff is really complex.”.

Management 59

Management Feedback Sales SaaS 59

SmartKarrot

FEBRUARY 25, 2022

Role: Director of Customer Success Location: Mahwah, NJ, US Organization: Radware As a Director of Customer Success, you will lead, coach, mentor Professional services engineers and TAMs. Track and report on key performance and customer satisfaction metrics to make informed decisions about operational and procedural changes.

Engineering 19

Engineering Coaching Upselling Feedback 19

Amity

SEPTEMBER 25, 2017

Customer Operations means everything from Customer Success to Customer Support, Engineering Support, and Professional Services. Analyzing feedback and ticket trends is a good way to predict where the customer is heading and keep yourself relevant so they don’t outgrow you. What metrics do you watch closely?

B2C 0

B2C SaaS Accountability B2B 0

SmartKarrot

FEBRUARY 8, 2022

Serve as a customer advocate internally while effectively collaborating with internal teams including product management, sales, design, QA, and engineering. Partner with cross-functional teams to ensure customer feedback is incorporated into the product roadmap. Forecast upcoming renewals and upsell opportunities.

Upselling 19

Upselling B2B Customer centricity SaaS 19

SmartKarrot

APRIL 1, 2022

Role: Customer Success Director, WordPress VIP Location: Remote, United States Organization: Automattic As a Customer Success Director, you will be responsible for developing and supporting best-in-class account teams (Technical Account Managers, Engineers, and Support Engineers) by acting as a mentor, coach, and team player.

Upselling 19

Upselling Engineering Accountability SaaS 19

SmartKarrot

NOVEMBER 4, 2022

Be responsible for your team’s productivity by owning and refining operational metrics and reporting critical customer success OKRs. Implement metric-driven initiatives for the CS department, such as customer satisfaction, product adoption, and KPIs. Collaborate with cross-departmental teams, such as. Apply here: [link].

Upselling 19

Upselling Accountability Metrics Engineering 19

SmartKarrot

NOVEMBER 17, 2021

Define the role of the customer success managers in orchestrating the customer’s journey, leading cross-functionally to drive success, creating standardized success plans based on customer tier and focus, oversee all the lifecycle touchpoints, health metrics, product usage, and feedback (CSAT).

Upselling 19

Upselling Accountability Coaching Metrics 19

SmartKarrot

FEBRUARY 1, 2022

Oversee customer onboarding, strategic business reviews, success plans, contract renewals and upsell opportunities. Own metrics related to the successful onboarding, retention, and growth of Teampay customers. Provide regular reporting to the leadership team on metrics, goal attainment, programs, and customer feedback.

Accountability 19

Accountability Healthcare Upselling Metrics 19

Kayako

SEPTEMBER 15, 2016

Upsell – check! While relaxing your eye on your team’s customer service KPI metrics , also consider allowing your support agents to use more than just out-of-the-box solutions with your customers. Give feedback on their work. Here are some ideas to get you started: Be that link between the customer and the engineers.

Customer Support 68

Customer Support Feedback Best practices Engineering 68

SmartKarrot

APRIL 28, 2023

Work together with cross-functional teams from the sales, product, and engineering departments to guarantee our clients’ success. Analysing client data and metrics to spot trends and prevent problems before they happen. Deliver top-notch support and customer service to customers via phone, email, and video calls.

Upselling 19

Upselling Coaching Engineering Customer retention 19

Amity

MARCH 15, 2018

While renewals and churn are both important metrics you should be evaluating for long-term success, they are not the only ones you should keep an eye out for. Account Managers on the other hand focus on upsells, the contractual details of a customer’s experience, and their journey. Where To Start?

Management 69

Management Metrics Accountability Surveys 69

Amity

JANUARY 30, 2019

They are the advocates of your customer base and provide critical feedback on your product, service and industry trends. Do you have cross-sell or upsell opportunities with your product? CS Architects / Engineers. A team of Customer Success Managers can be one of the most important considerations and impactful hires.

Education 61

Education Engineering B2C Technical Support 61

SmartKarrot

FEBRUARY 10, 2022

Measure the effectiveness of Customer Success by establishing, tracking, and evolving metrics, and expose subsets of those metrics to the exec team. Be outcome-oriented and metric-driven in your approach to making customers successful. ” Identify opportunities to upsell to existing clients. Apply here: [link].

Education 19

Education Best practices Upselling B2B 19

SmartKarrot

MAY 4, 2022

Marketing, Sales, Product, Engineering). Drive ongoing cadence with the team to report on critical metrics and new initiatives. Funnelling customer feedback to the resolution team so that we can put processes and tools in place to improve the overall service delivery. opportunities and risks). Apply here: [link].

Engineering 19

Engineering Education Upselling Accountability 19

Amity

MAY 10, 2017

KPIs vs Metrics. The dashboard also has warning lights for your engine, your tires, etc. Metrics is the generic term for the universe of all things you could measure. Metrics provide more detailed information about KPIs and give you more insight into what factors are influencing a KPI. Leading vs Lagging Indicators.

Metrics 54

Metrics Upselling SaaS Accountability 54

SmartKarrot

JANUARY 25, 2022

Net Revenue Retention is a metric that indicates the stickiness of a SaaS product to its customers. It also assists as a parameter for the customer success teams to take a step towards retention, upsell or even cross-sell. . This time to value or TTV metric has to be as short as possible. Like what you are reading?

SaaS 19

SaaS Upselling Accountability Engineering 19

SmartKarrot

MAY 16, 2022

Craft joint customer success plans that include agreed upon scope of programmes and shared metrics, using data to prove the impact of the apprenticeship programmes on clients’ businesses. Collaborate closely with various cross-functional teams including but not limited to, Sales, Product, Engineering, Customer Service, and Marketing.

Enterprise 19

Enterprise Upselling Metrics Engineering 19

Squelch

JULY 23, 2019

Of course, hopefully they retain customers much longer and expand their purchases through upsells and cross-sells in order to not only break even but reap a profit. I’m surprised even today at how many companies don’t really understand the value they can get out of the growth engine of customer success.

Customer centricity 53

Customer centricity SaaS Chief Customer Officer Sales 53

SmartKarrot

APRIL 13, 2022

Translate user feedback into product insights and requirements for the product and engineering teams. Monitor metrics used to measure team and individual performance and develop action plans to improve performance. Be the customer’s voice and provide feedback to internal teams on how we can better serve the customers.

Coaching 19

Coaching Upselling Engineering Feedback 19

SmartKarrot

NOVEMBER 17, 2022

Consolidate product feedback provided to CSMs from customers and act as a customer advocate to the Product and Engineering teams. Measure, track, analyze and report key account metrics. Upsell services and products. Own the ultimate success of the customers, including onboarding, product adoption, retention, and growth.

Benchmark 19

Benchmark Accountability Upselling Engineering 19

SmartKarrot

MARCH 1, 2023

Coordinating with Product and Engineering to identify and track local customer requirements. By providing our product team with client feedback, you may aid in the development of our products. Metrics Management and Drive. Enhance our current strategies. assist our customers in implementing our goods and services successfully.

Enterprise 19

Enterprise Upselling Accountability Coaching 19