CSM Magazine

DECEMBER 13, 2023

In a competitive market, stellar customer service stands as the cornerstone of a thriving business. As a matter of fact, 49% of customers have left a brand due to poor customer service , as revealed in a study back in 2021. Note that most of these customers were once very loyal to the brands they supported.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

Totango

MARCH 4, 2022

B2B customer service is often confused with B2B customer success, but they are not the same. Despite their differences, however, they do share an intimate relationship – you need strong customer service to achieve customer success. What is B2B Customer Service? Social media.

B2B 92

B2B Customer Service Interactive Voice Response B2C 92

ProProfs Blog

DECEMBER 4, 2020

For many years, marketing and customer service have been running in parallel lines, helping businesses acquire and retain customers. But lately, both customer service and marketing are working in unison, helping brands capture attention, generate more business and guide customers simultaneously. No, really.

Marketing 147

Marketing Customer Service Upselling Customer Support 147

aircall

FEBRUARY 1, 2021

To make that happen, you’ll need to clearly define your sales training process, invest in the right training programs, and follow best practices for training sessions. . Situational stories and role-playing provide excellent practice for selling products and providing customer service. Customer experience.

Best practices 62

Best practices Sales Call Center Coaching 62

SmartKarrot

OCTOBER 26, 2022

For several reasons, both large and small customers can churn. Implementing a comprehensive account management program is the greatest approach to preventing an expensive breakup with your most valuable clients. Key account management is the tactical method businesses use to manage and expand their most crucial clients.

Best practices 11

Best practices B2B Accountability Management 11

JivoChat

JANUARY 17, 2021

Live chat has the highest satisfaction levels for any customer service channel, with 73%, compared with 61% for email and 44% for phone. Live chat provides an instant, conversational, synchronous 1:1 customer support channel, compared to asynchronous email support where there is no guaranteed response time.

Best practices 52

Best practices CRM Customer Support Personalization 52

Totango

AUGUST 16, 2022

A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn. Customer retention software automates best practices for maintaining clients, helping you deliver successful outcomes that inspire subscription renewals and repeat business.

Customer retention 100

Customer retention Upselling CRM SaaS 100

Quality Contact Solutions

JANUARY 27, 2022

All these avenues provide great information if you’re like me, but the real benefit is they inspire me to think creatively about improving or tailoring new techniques to my specific product or service selling strategy to increase sales. The fact is, I need to inspire my customer-facing staff to leverage best practices to increase sales.

Sales 98

Sales Upselling B2C Best practices 98

Callminer

JUNE 3, 2019

Not only does this come at an expensive cost to companies due to the time and resources it takes to hire and train, but it can also lead to bad customer experiences—an indirect attack against the heart of your brand. Everything from average handle time (AHT) to net promoter score (NPS) is fueled by their interactions with the customer.

Best practices 140

Best practices Average Handle Time Analytics Coaching 140

Totango

JULY 1, 2022

Customer loyalty is a client’s devotion to a brand as expressed by their willingness to continue buying a company’s products and to recommend their products to others. In a B2B SaaS context, SaaS customer loyalty is expressed primarily through actions like subscription renewals, upsell purchases, referrals and product engagement.

B2B 108

B2B SaaS B2C Upselling 108

Horizon CX

FEBRUARY 29, 2024

While efficiency and productivity are undoubtedly essential, businesses must not forget the importance of treating customers with genuine kindness and respect. This can lead to higher turnover rates, decreased productivity, and a negative cycle of poor service.

Morale 52

Morale Customer centricity Upselling Feedback 52

Nicereply

APRIL 30, 2020

Be all ears to your customers and let them boost your sales because of your ace customer services. Happy customers not only come back to interact more with your brand, but they bring loads of other customers too. 86% of customers will spend more for a better experience and service.

Sales 69

Sales Customer Service Upselling CRM 69

ProProfs Blog

SEPTEMBER 13, 2019

The importance of SaaS Customer Service is visible in these two data-proven statistics: AmericanExpress reports that 70% of consumers will go with the company that offers excellent customer support. As you can see, delivering the perfect saas customer support experiences is directly correlated with your churn and retention.

SaaS 83

SaaS Customer Service Customer Support Best practices 83

ClientSuccess

DECEMBER 19, 2022

This playbook should include tips on how to diagnose problems, define troubleshooting processes, and provide resources that can be used to help solve customer issues. Training & Education Playbook: CSMs need to be able to provide customers with information and resources on a variety of topics, from product features to best practices.

Upselling 72

Upselling Education Best practices Sales 72

Totango

SEPTEMBER 13, 2022

Here we’ll show you how to use customer success playbooks to support your CS strategy: We’ll define the customer success playbook and clarify how customer success differs from customer service. We’ll walk you through a five-step strategy to promote customer success using playbooks.

SaaS 87

SaaS Upselling Best practices Customer retention 87

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. We’ll cover these below, along with five best practices to follow when bringing a new customer success manager aboard your team. What Is a Customer Success Manager (CSM)?

Management 91

Management Upselling Coaching Best practices 91

JivoChat

AUGUST 24, 2021

Many people don’t understand the importance of customer service metrics. Consider that 78% of customers will do business with you again after a mistake if you have excellent customer service. So, to help you out, we talked to leading customer service experts to discover what metrics they track and why.

Metrics 59

Metrics Customer Service Upselling Average Handle Time 59

CustomerSuccessBox

NOVEMBER 17, 2021

When you take into account all these changes with your existing customers and your recurring revenue, what you get is the net revenue retention. It is as follows: Your monthly recurring revenue of the month (a) Revenue through upsells and cross-sells (b) Revenue lost due to downgrades (c) Churned Revenue (d).

Upselling 52

Upselling SaaS Metrics Accountability 52

Callminer

FEBRUARY 23, 2021

A new need for more adaptive service options, including improved omnichannel customer experience, has shown up as a strong trend with few signs of letting up. For instance, when they go from email support to calling the customer service team. “A A major recent customer service trend is the demand for omnichannel service.

Call Center 376

Call Center Technology Banking Contact Center 376

Totango

FEBRUARY 23, 2022

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. Here, we’ll show you how to create your path to customer success. First, we’ll define what a SaaS customer journey is, break it down into stages, and explain why mapping it out is important.

SaaS 111

SaaS Journey mapping Upselling Best practices 111

Outsource Consultants

MARCH 29, 2021

You can’t expect BPO agents dealing directly with customer complaints to maintain the same CSAT scores as those handling account upgrades, for example. KPIs that are set too high will cause agents to fall short and lose morale; Too low, now you’re missing out on revenue and customer service improvements.

Management 76

Management Calibration Call Center Average Handle Time 76

JustCall

AUGUST 7, 2023

The concept of using conversational AI for customer service is not an alien one. Whether it’s AI streamlining service operations or AI improving customer experience, the field of customer service has greatly benefitted from this emerging technology. What Is Conversational AI for Customer Service?

Sales 52

Sales Chatbots Self service Accountability 52

JustCall

APRIL 3, 2023

Their main job is to drive regular communication and extend support to ensure customers are happy and satisfied with the product or service. Account management: The customer success team also manages customer accounts and ensures that they are getting the most value from your product or service.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

Global Response

DECEMBER 2, 2022

If you’re in a highly seasonal business, consider your business cycle and look for an outsourced call center without a lot of accounts in your same industry. For example, a call center with many retail accounts is busiest during the holiday shopping rush. “The Look for one whose inbound call volume is low while yours is high.

Call Center 62

Call Center outsourcing Contact Center Upselling 62

ClientSuccess

JANUARY 11, 2023

Every customer-focused business strives to follow the Golden Rule: “Do unto others as you would have them do unto you.” But what does that have to do with customer success? As it turns out, the Golden Rule is really the benchmark for success when it comes to customer service and support. In fact, a lot.

Benchmark 80

Benchmark Upselling Education Best practices 80

Totango

FEBRUARY 24, 2021

They analyze and apply data provided by other apps you use when interacting with customers, such as customer relationship management software, marketing platforms, dropbox, aws3, and customer service software. How many customer accounts can you support? How many emails can you send out per month?

Upselling 71

Upselling Journey mapping Analytics Accountability 71

CustomerSuccessBox

MAY 28, 2021

Now that involves two main essential activities- Retaining Customers and Upsell to consumers. Subscription Economy is rewarding for those who Retain and Upsell to their customers. Onboard> Success > Support >Upsell, Referral, Renewal. “95-80% What’s my relationship level with my customer?

Technology 52

Technology SaaS Upselling Customer retention 52

JustCall

MARCH 7, 2023

The digital revolution has changed the face of customer service. Today, customers no longer rely solely on phone calls to contact businesses. This article will discuss multichannel contact centers and highlight the best practices for building a multichannel contact center in 2023. Most expect a rapid response.

Multichannel 52

Multichannel Contact Center Interactive Voice Response contact center solutions 52

Totango

MARCH 26, 2021

Now that we have an idea of what the customer lifecycle is, let’s take a closer look at each of its stages and how best practices combined with technology can help optimize the customer experience in each stage. Proactively assist customers who are having difficulty completing onboarding steps.

SaaS 66

SaaS Best practices Upselling Education 66

Totango

AUGUST 11, 2022

Digital interactions that inform SaaS client relationships span the range of the customer journey , from pre-purchase marketing engagements to onboarding to subscription renewals, upsells and brand advocacy. Customer satisfaction and feedback surveys. Upsell purchases. Examples include: Search engine queries and ads.

SaaS 106

SaaS Journey mapping B2B Feedback 106

Mindtouch

SEPTEMBER 27, 2018

Keri joined MindTouch as a Strategic Customer Success Manager (CSM) and quickly adapted to meeting customers’ needs and handling a portfolio with some of MindTouch’s most high-touch customers. After spending the past 14 years in account management and customer success , Keri sought to work in software, leading her to MindTouch.

Management 80

Management Best practices Upselling Coaching 80

Totango

AUGUST 23, 2022

Thus, customer journey touchpoints may occur anywhere in the marketing, sales and support processes. B2B Customer Journey Touchpoints and Your Team. Customer service. Customer success. B2B Customer Journey Touchpoint Functionality. Delivering customer support. Making upsell offers.

B2B 116

B2B Journey mapping SaaS Engineering 116

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. We’ll look at some of the different challenges that can arise, as well as the best practices for dealing with them, in this guide. Drive a gentle upselling process.

Upselling 52

Upselling Education Accountability Engineering 52

CustomerSuccessBox

MAY 9, 2022

While your company can recruit additional Customer Success Managers and improve the customer experience, you’ll also need a Customer Success dashboard that provides revenue insights into every aspect of the customer journey. Customer service.

Metrics 52

Metrics Upselling Customer advocacy CRM 52

Nicereply

MAY 16, 2023

It’s the first step in building trust and loyalty, and it’s a key driver of customer satisfaction and retention. In fact, companies with a strong onboarding process can improve customer retention by 50%. Not only can it help increase revenue, but it can also deepen the relationship with your customers.

Upselling 52

Upselling Feedback Best practices Personalization 52

Lumoa

AUGUST 8, 2023

According to Gartner research, leveraging the data obtained from direct customer feedback can increase the chances of upselling and cross-selling by 15-20%. This shows the tangible, bottom-line benefits of listening to your customers. Let’s dive into some best practices for interpreting and utilizing survey insights.

Surveys 83

Surveys Feedback Banking Best practices 83

SmartKarrot

DECEMBER 5, 2022

This will be a win-win situation as human representatives would be freed from monotonous tasks, and customers will get their work done faster. Personalized customer services – One of the best practices for customer success is to provide customers with personalized services. Case Study 1.

Accountability 19

Accountability Management Finance Analytics 19