CSM Practice

FEBRUARY 24, 2020

Improving usage rates can lead to higher retention, expansion into additional features, lower churn, and easier upsells and cross-sells. Tracking activation rate enables the Customer Success manager to prioritize and organize their work and recognize bottlenecks to conversion and product adoption.

Metrics 52

Metrics Education Upselling SaaS 52

CSM Magazine

JULY 16, 2020

AI tools should also support everyone, employees, managers and customers, to ask and receive the information they need, whenever and wherever they need it, quickly and using engaging, natural language. Customer management – AI tools guarantee round-the-clock customer service – they never sleep, go off sick or need a holiday!

Automotive 59

Automotive Transportation Enterprise Upselling 59

Aspect

JANUARY 21, 2019

Easy, remote access to key contact center workforce management tools : Mobile apps allows agents to easily change their schedules and let supervisors easily manage agent schedules…from anywhere. Aspect has been a pioneer in employee engagement, introducing the first icon and widget-based workforce optimization interface in 2014.

contact center workforce 75

contact center workforce Morale Contact center software Contact Center 75

CustomerSuccessBox

NOVEMBER 2, 2021

Christoph Janz, a SaaS enthusiast, and a Venture Capitalist had published a brilliant article way back in 2014. To manage them, you need different champions. Example- account managers, CSMs, other champions, internal teams, etc to manage your team. Provide the sales managers with the real time customer account insights.

SaaS 52

SaaS Customer retention Enterprise Accountability 52

Amity

OCTOBER 12, 2016

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. The Service Layer: What Product Managers Need to Know About Customer Success. The Service Layer: What Product Managers Need to Know About Customer Success.

SaaS 64

SaaS Upselling Metrics Education 64

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. Consistently low onboarding ratings might indicate a need to optimize the onboarding process.

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

CSM Practice

FEBRUARY 24, 2020

Improving usage rates can lead to higher retention, expansion into additional features, lower churn, and easier upsells and cross-sells. Tracking activation rate enables the Customer Success manager to prioritize and organize their work and recognize bottlenecks to conversion and product adoption.

Metrics 52

Metrics Education Best practices Accountability 52

CSM Practice

FEBRUARY 24, 2020

Improving usage rates can lead to higher retention, expansion into additional features, lower churn, and easier upsells and cross-sells. Tracking activation rate enables the Customer Success manager to prioritize and organize their work and recognize bottlenecks to conversion and product adoption.

Metrics 52

Metrics Education Best practices Accountability 52

Mindtouch

JULY 25, 2017

Since 1992, KCS ® has provided companies with a way to better manage the creation and maintenance of knowledge produced by interactions between their employees and customers. What information can you expose to customers to encourage an upsell or renewal? In most places, you’ll see KCS still referred to as “Knowledge-Centered Support.”

Self service 59

Self service Best practices Upselling Analytics 59

CSM Magazine

NOVEMBER 7, 2018

Agents are trained to deal efficiently with calls, help customers navigate the website, assist them with form filling and check out, and to upsell products that the customer would have missed without the agent’s guidance. which she founded in October 2004 and grew into a global SaaS solutions provider for Intellectual Asset Management.

SaaS 40

SaaS Upselling Chatbots Technology 40

ChurnZero

OCTOBER 30, 2020

While acknowledging that Sales is extremely challenging, Mehta recalls prior experiences – such as upselling a sizeable expansion or winning a new contract because of an advocate – where, although Sales led and closed the deal, the CSM’s ongoing involvement in the account made the sell significantly easier.

SaaS 93

SaaS Chief Customer Officer Sales Metrics 93

Amity

OCTOBER 31, 2016

Uberflip helps over 1,400 marketers to create, manage, and optimize content experiences every day. 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.

Coaching 0

Coaching Engineering Upselling Marketing 0

Avaya

NOVEMBER 8, 2017

So strong, that the number of accounts at global financial institutions grew by 700 million between 2011 and 2014. applying for loans, refinancing, wealth management) to drive meaningful conversations that guide customers through oftentimes complex processes.

Banking 40

Banking Multichannel Customer advocacy Upselling 40

Balto

AUGUST 3, 2022

Is the contact center a drain on resources, a necessary expense to manage customer needs? Upselling and cross-selling were viewed as the least effective skills for garnering revenue — this is a prime coaching opportunity. We Surveyed 500 Managers About Call Center Coaching. 2014, October 29). quotes, feedback, etc.)

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

SmartKarrot

SEPTEMBER 10, 2020

According to a report by CCO Council in 2014, 22% of Fortune 100 companies had adopted CCO roles. The account management team also sometimes falls under the scope of CCO responsibilities. Especially when they are dealing with upselling and renewals. Yet it picked up quite fast in the last few years. Aligning the sales team.

Chief Customer Officer 10

Chief Customer Officer Customer centricity SaaS Upselling 10

ProProfs Blog

AUGUST 8, 2019

In 2014, Consumer Reports claimed that burgers by McDonald’s taste dead in comparison to other chains. Understand this – The franchisee manages everything, right from employee training to the execution of every process. The training helps managers learn how to: provide genuine care. Orders had errors. Taste Issues.

Customer Service 76

Customer Service Airlines Feedback Sales 76

Comm100

FEBRUARY 6, 2018

Need : An industry-leading CRM — features include lead scoring, SMS marketing, event management, sales reports, social CRM, mobile app, web content personalization, and more. This program works great for managing a few hundred leads, and makes CRM simple. Hot Schedules : Good for managing labor and cost control. Freelancers.

CRM 42

CRM Enterprise SaaS Marketing 42

SmartKarrot

JULY 27, 2020

The 10 Principles Behind Great Customer Experiences – Penned by Matt Watkinson, this book bagged the CMI Management Book of 2014 award as well as the Innovative & Entrepreneurship Category at CMI Awards 2014. Customer Success Manager 101 – This course offered by Udemy is a choice for all. A definite yes to this!

SaaS 10

SaaS Chief Customer Officer Benchmark Customer retention 10