aircall

FEBRUARY 1, 2021

Have you ever looked at a high-performing sales team and wondered what kind of sales team training empowered them to be the best? spend over $70 billion on sales training every year. As you develop your sales team training program, you’ll need to have a good understanding of the purpose and goals of the training.

Best practices 62

Best practices Sales Call Center Coaching 62

Lumoa

JANUARY 23, 2018

Instead it is the unstructured nature of the data which makes it challenging to tackle with any traditional means of analytics. This situation is where automated text analytics is brought in: it can help in sorting out the key topics talked about and reveal the general sentiment per topic. Which one should be tackled first? Learn More.

Analytics 121

Analytics Feedback Metrics Customer Experience 121

Totango

NOVEMBER 27, 2023

This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams. Refining post-sale strategies to better understand and meet the needs of customers. For example, unified data bridges the gap between sales and CS teams.

B2B 91

B2B CRM Enterprise Upselling 91

Nicereply

APRIL 30, 2020

Be all ears to your customers and let them boost your sales because of your ace customer services. Cross-sell & Upsell, but first, answer the query. One of the good upselling models could be to offer the try something for free (limited time). Here comes a good upselling option. When can you upsell/cross-sell?

Sales 69

Sales Customer Service Upselling CRM 69

JustCall

NOVEMBER 25, 2022

The Power of Sales Intelligence. Many successful companies have acted on sales intelligence for a while now. With sales intelligence, you start by gathering relevant data about prospective customers from many sources. Most sales intelligence software can be integrated with CRM. Spotting Sales Intelligence Buying Signals.

Sales 52

Sales B2B CRM Finance 52

Totango

AUGUST 9, 2022

This type of customization provides customers with better service while yielding better results for B2B teams working in marketing, sales, customer service, and customer success. Ideal profile fit: such as using a scoring system to rate marketing and sales prospects based on an inclination to buy.

Best practices 99

Best practices B2B Journey mapping Upselling 99

ClientSuccess

OCTOBER 2, 2019

We often hear the roles of Customer Success Manager (CSM) and Account Manager (AM) used interchangeably. The ultimate difference between a Customer Services Manager and an Account Manager is both in their area of concentration and how each target their customers. . Let’s talk about Account Managers first.

Accountability 47

Accountability Management Upselling SaaS 47

CSM Magazine

DECEMBER 13, 2023

Lack of Cross-Sell and Upsell Capabilities This gap involves using strategies that integrate sales opportunities into customer interactions. Here’s how you can bridge this gap: Provide comprehensive training for customer service representatives that focus on cross-selling and upselling.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

Fonolo

OCTOBER 4, 2022

Their call would be automatically routed to a skilled sales agent. A skills-based call routing phone system will take several different factors into account when deciding where to queue a call, including the number that was dialed, the caller’s account details, and selections made by the customer in the IVR. Customer support.

First call resolution 87

First call resolution Contact Center Interactive Voice Response Wait times 87

DMG Consulting

AUGUST 10, 2023

Real-time guidance (RTG) solutions are designed to advise and guide agents in resolving and handling service inquiries or closing a sale or collection. These capabilities can help agents enhance and grow relationships with customers by suggesting upsells or new products. Signup for DMG’s free monthly newsletter.

Upselling 48

Upselling Scripts Average Handle Time Coaching 48

Callminer

JUNE 3, 2019

That’s because even before these employees decide to pull the plug, their lack of engagement leads to reduced sales, subpar customer service, and more. Speech analytics technology leaves no room for guessing. The solution: You guessed it, speech analytics. So, what’s leading to this growing problem?

Best practices 140

Best practices Average Handle Time Analytics Coaching 140

CSM Practice

JULY 6, 2020

The New SaaS Sales Environment during COVID-19. The decline in new logo sales and the increase in churn has led companies to invest more in protecting their revenue base. SaaS companies are now turning to their customer success teams as client health , retention, and expansion of accounts become new priorities.

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Practice

JULY 6, 2020

The New SaaS Sales Environment during COVID-19. The decline in new logo sales and the increase in churn has led companies to invest more in protecting their revenue base. SaaS companies are now turning to their customer success teams as client health , retention, and expansion of accounts become new priorities.

SaaS 71

SaaS Upselling Accountability Sales 71

SmartKarrot

OCTOBER 5, 2023

Account mining, or the practice of deepening relationships with existing customers to upsell or cross-sell, is the gold standard for sustained business growth. Let’s delve into this strategic playbook to maximize revenue through account mining. Let’s delve into this strategic playbook to maximize revenue through account mining.

Accountability 10

Accountability Upselling Journey mapping Feedback 10

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 has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

ChurnZero

AUGUST 14, 2020

They focus on opportunity management – like the manual activities that typically exist within accounts. Its workstreams rely upon inputs such as sale’s manual data entry and gut instincts. Since buyers typically follow a uniform purchasing journey, CRMs are ideal for managing a sales pipeline. (If Sales or Sales Operations.

CRM 87

CRM Finance Upselling Accountability 87

Callminer

SEPTEMBER 14, 2020

For instance, to improve key call center metrics such as first call resolution , business analysts may recommend implementing speech analytics solutions to improve agent performance management. Successful call centers use analytics to help aid, streamline and maximize customer service and sales needs…”. Customer sales enquiries.

Call Center 182

Call Center Analytics First call resolution Metrics 182

CustomerSuccessBox

JUNE 20, 2022

A customer succes software is specialized software that takes the customer data from your existing tech stack to provide you with a 360-degree view of your customers and their account health. Detect and Act on Upsell & Cross-sell Opportunities. Customer success effort is a complex function. Improve user onboarding.

Upselling 52

Upselling SaaS CRM Multi-channel support 52

CustomerSuccessBox

APRIL 11, 2019

Some think that a CRM should suffice whereas others want to build their own dashboards on top of analytics tools. Customer Success and Sales are different individuals, different roles, different KPIs and deliver different values. The overlaps happen only when they communicate during handoffs and upsells. Level 1: CRM + Excel.

Upselling 80

Upselling CRM SaaS Customer advocacy 80

Totango

AUGUST 25, 2022

It increases customer satisfaction and loyalty, driving higher subscription renewal rates, reduced churn, and more sales from upsells and referrals. Extend upsell offers or referral incentives to customers with high satisfaction ratings. For example, you can: Extend premium upgrade offers to freemium customers.

SaaS 96

SaaS Upselling Metrics Journey mapping 96

Totango

JUNE 17, 2021

Sales funnel stages. However, audience segmentation is geared towards audiences segmented from a marketing and sales perspective. It can be used for marketing and sales interactions with your customers, in which case it is essentially similar to audience segmentation. Onboarding progress. Feature adoption. Renewal status.

B2B 71

B2B Accountability Journey mapping Sales 71

CSM Practice

FEBRUARY 24, 2020

1. Average Revenue Per Account (ARPA). The Average Revenue Per Account is a profitability metric that assesses your company’s revenue per customer account, usually calculated on a yearly, quarterly, or monthly basis. Average Revenue Per Customer = Total Revenue / Number of Accounts.

Metrics 52

Metrics Upselling SaaS Accountability 52

Totango

SEPTEMBER 17, 2021

What these various forms of the freemium SaaS model all have in common is that they take product-led growth approach to marketing and sales. The freemium sales model has become widespread in the SaaS industry. Creates Upsell Opportunities. Why is it so common? Provides Insight into Product Usage. Informs Your Product Roadmap.

SaaS 74

SaaS Best practices Upselling Journey mapping 74

Taylor Reach Group

MARCH 10, 2020

Companies are looking at customer insight, customer journey mapping, CSAT, customer acquisition, data analytics, culture and brand. While the roles may vary widely in their level of accountability, breadth across the organization, or channels (web, store, mobile, call center, etc.), The rep anticipated my needs.

Customer Experience 123

Customer Experience Journey mapping Customer retention Call Center 123

Hodusoft

OCTOBER 19, 2022

If the caller falls in the age group of 25-30 and doesn’t have any retirement scheme, the agent can recommend the customer to open a PF (provident fund) account. It may also offer speech analytics which can be leveraged to identify customer pain points through the detection of frequently used terms.

Contact center software 52

Contact center software Contact Center Finance Abandon rate 52

ChurnZero

FEBRUARY 17, 2021

Account Segmentation. Efficient Sales Models. TSIA Resource: 3 Tips to Lower Sales Costs Using Your Customer Success Org. ChurnZero Resource: Knowledge Hub – Customer Expansion, Upselling, and Cross-Selling for CS Teams. ChurnZero Resource: Why Your Customer Success Team Needs Proper Sales Training. Reduce Churn.

Best practices 78

Best practices Upselling Analytics SaaS 78

ProProfs Blog

AUGUST 14, 2020

But the moment you reach the checkout page, you realize that you don’t have an account and are requested to sign up now. While Google Analytics can help you access such data once collected over a certain time period, live chat gives you insight on real-time customer behavior. Live Chat Analytics to Better Understand Prospective Buyers.

Analytics 174

Analytics B2B Education Feedback 174

ChurnZero

JANUARY 18, 2024

A chief customer officer is an operational role responsible for all customer-facing activity post-sale. The experts we work with suggest searching for leaders who have worked in multiple post-sale functional roles. While we don’t typically advocate that sales reports to the CCO, this company believes that’s the best structure for them.

Chief Customer Officer 52

Chief Customer Officer SaaS Sales Upselling 52

Totango

SEPTEMBER 1, 2022

QBRs in SaaS usually involve business clients, particularly clients with larger accounts, requiring more attention. In general, QBR meetings help ensure that SaaS clients receive the value they’re paying for from their software provider, promoting higher subscription renewal, upsell, and referral rates. Reimagining the SaaS QBR .

SaaS 97

SaaS Journey mapping Upselling Best practices 97

Totango

AUGUST 21, 2020

We currently have 13,000 Totango users in the system contributing to, leading, running operations for our Sales and Customer Success Field teams. As Keith also shared, the field was hungry for this opportunity to collaborate and have easy access and visibility to their broader customer and account team. We are 18 months in.

Upselling 115

Upselling Accountability Metrics SaaS 115

Interactions

JULY 24, 2019

Not only does the restaurant miss out on your sale, but they may also lose a loyal customer. This leads to long wait times and frustrated guests–who eventually hang-up the phone and leave or drive by long drive-thru lines–resulting in lost sales. Reporting and Analytics : Use your data to do more and serve more.

Upselling 54

Upselling Wait times Engineering Analytics 54

SmartKarrot

OCTOBER 25, 2023

In the dynamic world of business, the role of a Strategic Account Manager (SAM) goes beyond onboarding and tracking usage. Cross-sell and Upsell Strategically Expansion is not just increasing sales volumes; they’re about deepening the value of the partnership and driving mutual success. Thus, regular reassessment is vital.

Accountability 10

Accountability Construction Upselling Education 10

JustCall

APRIL 5, 2023

Organizations need to embrace the CSM approach to build a trustworthy relationship with customers and track their performance using customer relationship management analytics. As a part of this process, the customer success manager: Organizes welcome emails Sets up their account Resolves queries, etc.

Management 52

Management CRM Analytics Customer retention 52

CustomerSuccessBox

NOVEMBER 2, 2021

The y-axis shows the average revenue per account (ARPA) per year. A churn you never accounted for, churn which is eating your portfolio like a termite. Example- account managers, CSMs, other champions, internal teams, etc to manage your team. Track their Account health early on. Both axes use a logarithmic scale.

SaaS 52

SaaS Customer retention Enterprise Accountability 52

Vcaretec

JUNE 6, 2022

Countless studies have shown that ensuring your customers have a great buying experience leads directly to larger purchases and repeat sales. Retailers also may have attrition during the season, likely around 15%, and that needs to be accounted for during the interview phase.

Customer Care 97

Customer Care Technical Support Upselling Analytics 97

Netomi

NOVEMBER 14, 2022

AI can assist with pre-sales education – driving engagement by encouraging customers to request a demo or sign up for a free trial. This is where a multichannel conversational AI platform steps in, as it can proactively reach out to the customer at the exact moment of relevance to drive engagement and long-term loyalty.

SaaS 52

SaaS Multichannel Upselling Chatbots 52

JustCall

MARCH 28, 2023

Agile Methodologies in Customer Service Integrating agile methodologies into customer support teams can make them more accountable for business outcomes. Harnessing Data and Analytics for Customer Service Utilizing big data is the key to delivering exceptional customer service and fostering long-lasting relationships.

Customer Service 52

Customer Service Chatbots Analytics Upselling 52