ChurnZero

FEBRUARY 9, 2021

. As we think ahead to how we want 2021 to go, you might be thinking about professional goals and ways to grow your skills over the next year. Instructor: Rick Adams , Author, Trainer, Consultant and Business Owner, Practical CSM. Additional courses by Practical CSM: Business Fundamentals for Customer Success Managers.

Journey mapping 98

Journey mapping Best practices Consulting Consulting 98

Totango

DECEMBER 28, 2020

It’s so important that Cisco has created an entire program around it and is requiring all Cisco Gold Partners to complete the Customer Experience (CX) Specialization Certification by March 2021. Leverage the latest customer success best practices. Identifies at-risk customers and upsell opportunities quickly.

Best practices 79

Best practices Upselling Analytics Technology 79

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. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Totango

MAY 10, 2022

Trials of upsell products. Promoting product usage increases the value clients derive from your product, increasing the likelihood of renewals, upsells, and referrals. Totango reduced client churn to 7% in 2021 by applying customer engagement strategies. Regular usage of accounts and product features. Renewal of subscriptions.

Journey mapping 76

Journey mapping SaaS Enterprise B2B 76

Callminer

FEBRUARY 23, 2021

New Challenges for Call Centers in 2021. To learn more about how call centers can adapt to new challenges in the era of COVID-19, download our white paper: Contact Center Practices and Guidelines for Managing Through COVID-19. Keep reading to see what is on the radar for 2021. More Flexible Service Solutions.

Call Center 376

Call Center Technology Banking Contact Center 376

Outsource Consultants

MARCH 29, 2021

Is sales revenue your sole focus in 2021? The best way to add clarity is to be concise. Don’t waste time pairing conflicting KPIs, such as setting a lower agent AHT goal with increased upsell targets. By nature, upselling requires time for agents to explain the benefits of your brand’s products.

Management 76

Management Calibration Call Center Average Handle Time 76

ChurnZero

FEBRUARY 17, 2021

Best Practices for Creating Customer Success Capabilities and Organizations. TSIA Resource: The State of Customer Success: 2021. ChurnZero Resource: Knowledge Hub – Customer Expansion, Upselling, and Cross-Selling for CS Teams. TSIA Resource: Best Practices in Low Touch Customer Success.

Best practices 78

Best practices Upselling Analytics SaaS 78

ChurnZero

DECEMBER 29, 2020

In this article, we question the “Q” in QBR and if Customer Success teams are blindly following a best practice that may no longer be relevant to their customers’ success. The SaaS Debate: Who Owns the Renewal and Upsell? And stay tuned for our next BIG RYG conference happening in fall 2021 (more details to come).

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

Netomi

NOVEMBER 14, 2022

In today’s digital-first world, and an era of remote and hybrid workplaces, the number of SaaS solutions used by companies on a daily basis is overwhelming – in 2021, organizations worldwide were using an average of 110 SaaS apps! Preview in new tab.

SaaS 52

SaaS Multichannel Upselling Chatbots 52

ChurnZero

FEBRUARY 9, 2021

. As we think ahead to how we want 2021 to go, you might be thinking about professional goals and ways to grow your skills over the next year. Instructor: Rick Adams , Author, Trainer, Consultant and Business Owner, Practical CSM. Additional courses by Practical CSM: Business Fundamentals for Customer Success Managers.

Journey mapping 52

Journey mapping Best practices Consulting Consulting 52

TechSee

APRIL 10, 2018

Gartner reports that the worldwide customer management BPO market is expected to grow at a compound annual growth rate (CAGR) of over 5.2% (CAGR 2016 through 2021). By 2021, Gartner estimates the market will increase in size to approximately $46 billion. Gartner’s data underscores this opportunity. Capturing the opportunity.

Call Center 139

Call Center Technology outsourcing Self service 139

Totango

SEPTEMBER 17, 2021

A January 2021 survey by the Technology and Services Industry Association (TSIA) found that 55% of technology providers now use freemium offers. Creates Upsell Opportunities. A free version of your product gives your sales team an opportunity to extend an upsell offer. What Are the Pros of a Freemium SaaS Model?

SaaS 74

SaaS Best practices Upselling Journey mapping 74

CustomerSuccessBox

JUNE 18, 2021

As a customer Success manager when do you engage with the sales manager for the best result. Webinar: Best Practices for a Customer Success team. Retention, Renewal, and Upsell Strategies. Strategies to Increase Upsell and How to do it the right way in 2021 ? Should CSMs close support tickets?

SaaS 52

SaaS B2B Customer retention Upselling 52

SmartKarrot

FEBRUARY 2, 2022

Customer success has evolved with time, and 2021 has seen the world cope with COVID-19 and adapt with resilience and strength. The webinar on ‘Customer Success: Learnings from 2021 and What Lies Ahead in 2022’ brought together an elite panel to shed light on customer success. Here are the top 10 key takeaways from the session.

Upselling 19

Upselling Best practices Sales Accountability 19

The Petrova Experience

FEBRUARY 17, 2021

When we audited the websites of major US airports, we found most of them limit their communications practice to a COVID banner. If the travel industry wants to encourage travel in 2021, we must change the brand voice of all digital tools. And do something about it in 2021. Others miss out on this upsell opportunity.

Healthcare 59

Healthcare Feedback Upselling Engineering 59

CSM Magazine

OCTOBER 12, 2022

At the same time, the proportion of British consumers happy to self-serve complaints has dropped to 28% in 2022, down from 34% in 2021. Discuss with agents what they did well and isolate best practices. They rank social media and apps ahead of the phone in influencing brand perception.

Coaching 52

Coaching Upselling Analytics Customer centricity 52

CustomerSuccessBox

FEBRUARY 28, 2022

Because a net retention rate above 100% means you are excelling in receiving repeat purchases, upsells, cross-sells, and expansions. Best practices: Consumption vs subscription. Best Practices: It has its NRR retained at $2B ARR. Best Practices: 1000 customers of all pay $100k +.

SaaS 52

SaaS Best practices Enterprise Customer retention 52

CustomerSuccessBox

JANUARY 2, 2022

Eventful years like 2020 and 2021 have challenged the old traditions pertaining to Customer Success (CS). The businesses, approaches, trends, focus areas, etc have evolved over time and more so after 2021. Apart from best practices, what other value-added services that you can offer? What does the customer care about?

SaaS 52

SaaS Metrics Accountability Upselling 52

Education Services Group

JANUARY 18, 2022

Customer Success organizations are rapidly evolving to take on revenue-generating activities like renewals, expansions, and cross-sell/upsell opportunities. The 2021 Customer Success Leadership Study revealed that 55% of CS groups own renewals , and 48% own customer expansion.

Metrics 52

Metrics Upselling Analytics Sales 52

JivoChat

AUGUST 18, 2021

This article is your guide on how to improve customer experience in 2021. Businesses and consumers have all kinds of ways to connect in 2021. Chatbots can provide service at all hours, increase customer satisfaction, upsell customers, and even boost conversion rates. Smartphone apps. Social media. Web chat or text messaging.

Customer Experience 52

Customer Experience Chatbots Customer retention Feedback 52

JivoChat

MARCH 15, 2021

Omnichannel service best practices. 10 Omnichannel Customer Service Best Practices. Now that we went over the benefits of omnichannel customer service, it’s time to get into how to implement it and the best practices to use. Train agents to upsell and cross-sell. What is Omnichannel Customer Service?

Customer Service 52

Customer Service Multichannel CRM Upselling 52

ChurnZero

JANUARY 26, 2021

Customer success continues to evolve as a practice within companies that enjoy recurring revenue models. From technical support to renewals and upselling, this role might be one of the most confusing and misunderstood jobs in all of tech. . Reduce regrettable team member attrition from 4% to 3% in 2021. Executive Sponsor: .

Management 98

Management Chief Customer Officer Upselling SaaS 98

SmartKarrot

MARCH 8, 2022

Caroline was also named one of the Top 100 Customer Success Strategists for 2020-2021. Ellie is passionate about developing exceptional customer experiences through Customer Success best practices. Ronni is a highly skilled leader who has reduced churn , increased customer retention and increased upsell opportunities.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

SharpenCX

MAY 16, 2022

7 Best Practices for Running an Effective Outbound Contact Center. Let’s explore best practices for helping your agents experience successful calls and provide a memorable experience. And Officervibe’s 2021 State of Employee Engagement report found that 72% of employees think their manager could define clearer goals.

Contact Center 67

Contact Center Scripts Call Center call center software 67

Nicereply

SEPTEMBER 21, 2021

Then, when chances to renew or upsell come along, customers aren’t interested because they feel like you haven’t delivered on your promises. These customers need an immediate resolution to a relatively simple challenge, and for them, self-service options work best. There is no doubt 2021 will have a new set of challenges.

Customer Experience 102

Customer Experience Self service Upselling Metrics 102

CustomerSuccessBox

JULY 22, 2022

In addition to highlighting the critical touch points from the CX, SaaS, and customer success perspectives, this blog will concentrate on best practices to assist you in optimizing them so you can quickly realize all the benefits. In 2021, more than 88 percent of businesses began giving the customer experience a higher priority.

SaaS 52

SaaS Journey mapping Self service Upselling 52

JivoChat

FEBRUARY 24, 2021

We asked 22 Shopify store founders and marketing experts to share their best tips for getting more Shopify sales in 2021. Facebook’s Dynamic Product Ads (DPAs) are one of the best ways to create ads that are more targeted and more relevant. Add upsells and cross-sells at checkout. Mike Walton.

Sales 59

Sales Advertising Marketing Personalization 59

Education Services Group

MARCH 27, 2023

Forrester) Only 17% of companies assign CS the responsibility of identifying and closing upsell and/or cross-sell opportunities.

Upselling 52

Upselling Big data Sales Customer Experience 52

JivoChat

JULY 7, 2021

E-commerce sales are projected to account for 22% of all retail sales by 2023 , up from 18% in 2021. Following are some best practices for doing that. Businesses have found that chatbots can upsell and cross-sell , qualify leads, conduct surveys, and provide basic customer service. Add a live chat feature to your website.

Chatbots 52

Chatbots Self service Upselling Sales 52

SmartKarrot

DECEMBER 3, 2020

With the Coronavirus pandemic that has shaken the world in 2020, it is important to look for improvements in customer retention in 2021. Here are 10 New Year’s resolutions for customer success managers in 2021. Another new aspect of 2021’s New Year’s resolution is to monitor customer behavior.

Management 10

Management Customer centricity Journey mapping SaaS 10

Netomi

FEBRUARY 28, 2022

A leader in the programmatic industry, Amanda joined the Pixalate team in September of 2021. ?? In recognition of its efforts in helping customers to extract the most value from their data, Sumo Logic was awarded the Best Business Intelligence/Analytics Solution of 2021 by Computing’s Technology Product Awards.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64