Totango

JULY 28, 2021

Following best practices for hiring a customer success manager can make a critical difference in the quality of your customer relationships. Customer success managers serve as the face of your company in dealing with clients, playing a key role in ensuring satisfying experiences of your brand. What Is a Customer Success Manager?

Best practices 118

Best practices Management Brand ambassadors Upselling 118

Totango

DECEMBER 20, 2023

All the while galvanizing internal collaboration across accounts and facilitating upsell/cross-sell opportunity and execution to grow our book of business. Health scoring : Users value the proactive management of customer success through health scores, allowing them to stay ahead and ensure product success.

Enterprise 110

Enterprise Customer centricity Benchmark Upselling 110

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. This article is inspired by our own frustrations with getting to know the CX space. In fact, you’ll find many articles dance around this question. Heck, we’re still learning. 73% of U.S.

Customer Experience 134

Customer Experience Metrics Journey mapping Feedback 134

CSM Magazine

DECEMBER 13, 2023

In this article, we will delve into actionable steps to identify and rectify these infamous customer service gaps. To access real-time data, integrate customer service platforms, such as CRM, order management, or inventory. Leverage customer data when creating cross-sell upsell recommendations.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

SmartKarrot

OCTOBER 5, 2023

Businesses today strive to get growth from existing accounts and, the role of Enterprise Account Management has come to the forefront in that regard. Designing and implementing the perfect playbook for managing large-scale clients is crucial to ensuring consistent customer experience and business growth.

Enterprise 10

Enterprise Accountability Management Upselling 10

ShepHyken

SEPTEMBER 20, 2019

This week we feature an article by Robert C. Customer Success / Account Management – Outside of support, this team interacts with customers the most frequently. Managing tickets as a unified support team. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

B2B 274

B2B Customer Support CRM B2C 274

Totango

AUGUST 16, 2022

Here’s our guide to today’s best customer retention management software. Then, we’ll offer some tips for using your customer retention management system to meet your customer success goals for each stage of your client’s lifecycle. Identifying customers in the market for upsell offers and referral invitations.

Customer retention 100

Customer retention Upselling CRM SaaS 100

Totango

JULY 5, 2022

Make the Most of Upsell Opportunities. Upsells are the result of the growth a customer has enjoyed because of your commitment to delivering lifetime value. By utilizing a customer success software, you will be able to have deeper insight into your customers’ businesses and recognize when upsell opportunities present themselves.

Upselling 99

Upselling Accountability CRM Best practices 99

Totango

NOVEMBER 23, 2021

There are some common symptoms that your current system is no longer up to the task of managing your customer’s success needs. This is because CRM tools are designed to manage customer relationship data, not customer success outcomes. Customer success tools can help you with sales, but they go beyond sales management.

Upselling 92

Upselling CRM Revenue potential Feedback 92

CustomerSuccessBox

MAY 31, 2021

The Customer Success Manager has an integral role in ensuring healthy Customer relationships by evaluating and analysing the customer needs and acting as a customer advocate to promote customer loyalty. With that said, let’s look at the answer to the most fundamental question, as to how many Success managers should a SaaS company really need?

Management 52

Management SaaS Customer advocacy Accountability 52

SmartKarrot

MAY 12, 2023

In today’s highly competitive business landscape, managing and nurturing key accounts has become a critical aspect of organizational success. Key Account Management (KAM) is a strategic approach that focuses on developing long-term, mutually beneficial relationships with a select group of high-potential customers.

Accountability 10

Accountability Management Revenue potential Upselling 10

Totango

AUGUST 14, 2020

In our latest installment in the CXO Series , we sat down with Stephanie Comardelle, Vice President of Customer Experience, Success, and Solutions at Lucid to discuss what it takes to implement a stakeholder engagement plan at a time when there is so much going on as well as how they are managing their new customer success program. .

Accountability 156

Accountability Feedback Sales Upselling 156

Totango

NOVEMBER 27, 2023

All of these actions propel customers toward a faster realization of their goals while eliminating low-value customer success manager (CSM) tasks. When customers achieve their goals, businesses will see more subscription renewals and expansion revenue from upsell and cross-sell opportunities.

B2B 93

B2B CRM Enterprise Upselling 93

Education Services Group

OCTOBER 31, 2023

Written by Colby Bock There are many posts and articles published by leaders in Customer Success that articulate an attempt to guide current and aspiring Customer Success Managers on their role. Simplify reporting so I can quickly focus on my accounts. Of course, this is natural and something we should expect from leaders.

Best practices 52

Best practices Finance Upselling Customer retention 52

Quality Contact Solutions

JANUARY 27, 2022

The topic of increasing sales is so prevalent that thousands of books and articles are published. This is one of the more common techniques to increase the overall value of an account. These accounts already have the main product or service, and the cross-sell is an add-on item that will increase the total amount of the account.

Sales 98

Sales Upselling B2C Best practices 98

Totango

FEBRUARY 9, 2022

In this article, we’ll discuss five essential technology tools you can use to automate your contract renewal procedures. In a minimally proactive scenario, a company might assign individual account managers to email, text, or call customers at renewal time. Customer Success Management Software. In-App Promotions.

Customer retention 95

Customer retention SaaS Best practices Upselling 95

Totango

AUGUST 9, 2022

This article will give you six best practices for optimizing your B2B customer segmentation. Sales : Sales teams can use customer segmentation to group prospects and customers based on propensity to buy, potential transaction value and upsell opportunities. What Is B2B Customer Segmentation? Fill Out the Right Segmentation Buckets.

Best practices 101

Best practices B2B Journey mapping Upselling 101

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. Paul Husar, Senior Call Center Manager at LG Electronics. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

CustomerSuccessBox

JUNE 20, 2022

Now that you’ve chosen to read this article, I suppose you are already aware of the weightage that the Customer Success function holds for your SaaS business. In general, this tool offloads the heavy work of tracking and managing all the customer success metrics. Detect and Act on Upsell & Cross-sell Opportunities.

Upselling 52

Upselling SaaS CRM Multi-channel support 52

DMG Consulting

AUGUST 10, 2023

Real-Time Guidance Is Key to a Great Service Experience View this article on the publisher’s website. These capabilities can help agents enhance and grow relationships with customers by suggesting upsells or new products. can be considered to decide how to best assist them with the interaction.

Upselling 48

Upselling Scripts Average Handle Time Coaching 48

Nicereply

FEBRUARY 2, 2024

This article examines what customer success is and why it’s important, and shares valuable tips to build a customer success strategy. Customer Experience vs. Customer Service vs. Account Management While there are similarities with other customer-facing initiatives, you shouldn’t confuse customer success with other similar terms.

Education 59

Education Accountability Customer retention Journey mapping 59

Quality Contact Solutions

JUNE 12, 2020

By Nathan Teahon, Strategic Account Manager. Those factors are going to include things like location, agent quality, experience, facilities, reporting capabilities, the likability of management staff, certification requirements such as HIPAA, PCI Level 1 , as well as several other factors. call centers. 70 to $1.25 per minute.

outsourcing 89

outsourcing Call Center Telemarketing Inbound sales 89

Totango

JULY 8, 2021

Many of the companies we talk to today all have the same challenge: they are sick and tired of firefighting their customer accounts. With this system, alerts are automatically generated about any customer who requires attention – be it a customer with deteriorating health or an upsell opportunity that is set to renew soon.

Upselling 65

Upselling Accountability Customer retention Metrics 65

Inbenta

JULY 29, 2021

Quality of attention needs to be higher than ever, but at the same time scalable enough to make it manageable with the uptick in customer support requests. . In this article, we’ve collected 8 chatbot use cases to show you how conversational AI is automating airline support. Upgrades or upselling management.

Airlines 88

Airlines Chatbots Upselling Self service 88

Totango

DECEMBER 3, 2020

CS professionals now attest that their bonus structures are tied to company performance, renewals, net retention, upsells, and account health. . In this article, we will breakdown the factors shaping today’s CS compensation structure and discuss how these elements come to impact a business’s revenue and overall success. .

Upselling 64

Upselling Accountability Enterprise Metrics 64

SmartKarrot

OCTOBER 3, 2023

Customer Success Managers are at the heart of retaining and growing customer accounts. Yet, despite its importance, Customer Success Management often lacks the structure and standardization found in other roles like sales and marketing. They help clients get value from the product or service.

Management 19

Management Best practices Upselling Scripts 19

CustomerSuccessBox

JUNE 8, 2022

We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! Check out Elodie’s interview where she gives insights into how you can manage churn efficiently. So they’re actually logging, using their Ft com access, are they reading articles? Do they follow topics?

Management 52

Management Accountability Personalization Enterprise 52

Totango

SEPTEMBER 1, 2022

QBRs in SaaS usually involve business clients, particularly clients with larger accounts, requiring more attention. Success managers and clients may use previously established KPIs to evaluate current performance and discuss which KPIs and target numbers would be appropriate in the future. Why Are SaaS QBRs Important?

SaaS 98

SaaS Journey mapping Upselling Best practices 98

Totango

AUGUST 23, 2022

In this article, we’ll cover what you need to know about B2B customer journey touchpoints and how to plan them out to deliver tremendous customer success. Any outward-facing part of your company may play a role in managing touchpoint interactions. Making upsell offers. What Are B2B Customer Journey Touchpoints? Customer service.

B2B 117

B2B Journey mapping SaaS Engineering 117

Quality Contact Solutions

MARCH 11, 2021

Cross-sells & Upsells: Do you have a group of accounts that your team cannot make contact with consistently? QCS offers to upsell and cross-sell telemarketing service programs designed to engage your customers and grow the value of their account.

Telemarketing 98

Telemarketing Sales Upselling outsourcing 98

Quality Contact Solutions

MAY 13, 2021

Upselling to current customers has proven to be a productive and efficient way to increase the account and order size because an existing customer is the best prospect. Given the workforce dynamics today, placing additional work on current team members to manage open territories while finding the right staff is too much.

Telemarketing 92

Telemarketing Healthcare outsourcing Upselling 92

Totango

AUGUST 25, 2022

In this article, we’ll offer some tips for a winning customer engagement SaaS strategy. SaaS customer engagement is the strategic management of interactions with software users to help them see the value of the product. Extend upsell offers or referral incentives to customers with high satisfaction ratings.

SaaS 98

SaaS Upselling Metrics Journey mapping 98

ChurnZero

DECEMBER 29, 2020

This article is a roundup of the not-so-obvious phrases you should avoid saying to a customer no matter how well-intentioned or deserved. A relic from bygone days of old-school Account Management, QBRs are a classic, but not timeless, practice; one that feels perfunctory and misplaced in today’s always-connected, data-enriched landscape.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

Totango

AUGUST 18, 2022

In this article, we’ll cover what you need to know to create an effective onboarding checklist. The term is borrowed from human resources management. Assigning account managers. Activating accounts. First, we’ll review the onboarding process and why it’s crucial. Creating usernames and passwords.

Journey mapping 94

Journey mapping SaaS Upselling Enterprise 94

CustomerSuccessBox

FEBRUARY 2, 2022

Customer success teams work tirelessly to comprehend and manage the impact on their own customers, as well as acquired and mutual customers. Extra Resource: How to do Effective account transitions in Customer Success. As an acquirer, it’s easy to believe you know everything, but change takes time and requires careful management.

Upselling 52

Upselling Education Accountability Engineering 52

Totango

AUGUST 21, 2020

How do you manage Customer Success across your ecosystem? Now with visibility across the account, they can easily see where there is risk, opportunity, health scoring for each part of their customer’s footprint and can easily see the broader account team ownership and domain specialists as OneSAP account team.

Upselling 116

Upselling Accountability Metrics SaaS 116

Totango

MARCH 4, 2022

In this article, we’ll take a look at the relationship between these two important ingredients for a successful SaaS business model. When delivered manually, it may be handled by dedicated customer service agents or by other company representatives, such as account managers and customer success managers.

B2B 93

B2B Customer Service Interactive Voice Response B2C 93