CustomerSuccessBox

APRIL 27, 2022

Let’s figure out the best practices to hire a CSM! 7 best Practices to hire a Customer Success Manager (CSM). For instance, a CSM may be expected to take care of sales by cross-selling and upselling and on the other hand, it may also be expected to look after the support tickets. Plan their responsibility!

Best practices 52

Best practices Management Upselling Sales 52

Totango

JULY 5, 2022

Dissatisfaction can creep up in even the best customer relationships, especially if you aren’t regularly communicating the value of your product. Signs to look for when learning how to identify at-risk customers include: . Make the Most of Upsell Opportunities. Low Net Promoter Score (NPS). Low usage rates.

Upselling 100

Upselling Accountability CRM Best practices 100

Help Scout

MAY 27, 2021

When considering customer success and account management, it’s valuable to consider them as complementary teams rather than interchangeable groups or, worse, competitors. There are a few things that differentiate customer success from account management. What is account management?

Accountability 65

Accountability Management Upselling Education 65

Callminer

JUNE 3, 2019

It also removes the potential for any internal bias, offering both agents and managers the peace-of-mind they need to ensure they’re holding each other accountable. But when they’re left in the dark over best practices, product information, company updates and more, they’re unable to accurately portray themselves as a brand expert.

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Best practices Average Handle Time Analytics Coaching 140

JivoChat

FEBRUARY 16, 2021

In this guide, we’ll compare proactive versus reactive chat, examine the best practices when using proactive chat, and finish up showing you nine ways to use proactive live chat (with examples) on your site. Proactive Chat Best Practices. Mandatory account creation. Upsell and cross-sell at the point of purchase.

Best practices 52

Best practices Upselling Abandon rate Analytics 52

aircall

JANUARY 29, 2021

In a nutshell, call center training is the time that your company spends teaching call center representatives how to use communication techniques, digital tools, and workflows to ensure a good customer experience with every call. Upselling and cross-selling . Upselling and cross-selling . How to make recommendations.

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Best practices Call Center call center software Morale 62

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. . A strong sales team training program helps to build confidence in all sales team members to do their best work. What Is Sales Team Training?

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Best practices Sales Call Center Coaching 62

Totango

MAY 17, 2021

Tracking this alerts you to churn risks as well as upsell opportunities, empowering you to take appropriate action. Here we’ll cover what product engagement is, why you need to manage it, how to measure it and how to automate engagement tracking and management. It can also be considered in terms of account activity.

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Management Upselling Metrics Accountability 62

ClientSuccess

JULY 13, 2021

They’re project managers, act as a liaison between customers and other teams, escalate incidents and issues, keep customers moving forward in their project plans, and are responsible for the general well-being of customer account health. The best CSMs take in all of this information with their customers in mind.

Accountability 52

Accountability SaaS Upselling Best practices 52

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

Lumoa

AUGUST 8, 2023

This article offers a comprehensive guide on how to analyze survey results efficiently, covering everything from the basics to advanced techniques, and provides actionable solutions to common challenges in customer feedback analysis faced by businesses today. Unlocking the power of VoC feedback is vital to the success of any business.

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Surveys Feedback Banking Best practices 83

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.

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Upselling Accountability Customer retention Metrics 65

ChurnZero

OCTOBER 1, 2022

The Q&A portion of the webinar dug into CSQLs deeper—covering the ideal time to roll out a CSQL model and the biggest pitfalls of its implementation—while also delving into whether CSMs should close upsells, and how to assign CSM books when they own expansion. Q: Should CSM roles close upsell deals?

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B2C Upselling B2B Accountability 97

Totango

JANUARY 9, 2020

Being mindful of your customers’ goals will help you identify upsell opportunities that offer them additional value. . That’s the ideal way to approach upsells: only pursue an upsell or cross-sell if it will genuinely benefit the customer. In our customer-centered economy, renewals are more important than ever.

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Upselling Best practices Accountability Personalization 65

JivoChat

JANUARY 17, 2021

For instance, if you were processing month-end accounts and ran into difficulty with a transaction, you could request immediate “reactive” support via the live chat tool. Guiding shoppers towards a purchase or upselling with personalized offers. Live Chat Support Best Practices. Image: JivoChat proactive chat message.

Best practices 52

Best practices CRM Customer Support Personalization 52

Totango

AUGUST 16, 2022

Customer retention software automates best practices for maintaining clients, helping you deliver successful outcomes that inspire subscription renewals and repeat business. Here’s our guide to today’s best customer retention management software. Identifying customers in the market for upsell offers and referral invitations.

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Customer retention Upselling CRM SaaS 102

Education Services Group

OCTOBER 31, 2023

Simplify reporting so I can quickly focus on my accounts. While I welcome new accounts in my Book of Business, a constant shuffle can disrupt nurturing relationships. Processes and Best Practices : Guiding Lights : Illuminate my path with Customer Success best practices.

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Best practices Finance Upselling Customer retention 52

CustomerSuccessBox

FEBRUARY 2, 2022

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. Extra Resource: How to do Effective account transitions in Customer Success. Extra Resource: How to do Effective account transitions in Customer Success.

Upselling 52

Upselling Education Accountability Engineering 52

CSM Practice

JANUARY 13, 2021

In this blog, we’ll delve into the cause of these problems and highlight the mindset, strategies, and best practices to scale the renewal process effectively. Best practices. Account review and summary of previous interactions. Account review and summary of previous interactions. Hiring and compensation.

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SaaS Customer centricity Accountability Education 98

CustomerSuccessBox

MAY 9, 2022

The pros (new customer ARR, upsells) and cons (no new customer ARR, no upsells) should be highlighted on this Customer Success dashboard (downgrades and churn). Similarly, team turnover will enable you to identify successful team members and adapt their techniques as team best practices.

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Metrics Upselling Customer advocacy CRM 52

SmartKarrot

JUNE 16, 2020

A list of Top 8 SaaS Account Management Best Practices to help you grow your existing accounts and increase revenue. #1 1 Define Key or Strategic Accounts. The ideal Account Manager should be a problem solver who is sensitive to the client’s needs and spends time and energy to make them successful.

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Best practices SaaS Accountability Management 10

ChurnZero

JULY 17, 2020

We will then explore best practices for how to optimize your renewal rate regardless of the renewal owner at your organization. . . Account Executive – A hunter. Account Executive – A hunter. Account Manager – A farmer. Who in Sales owns the Renewal Process?

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Sales Chief Customer Officer Upselling Accountability 59

ClientSuccess

MARCH 8, 2018

When an organization is fully aligned around the success of current (and future) customers, it becomes easier to sign, work with, and grow these customer accounts. Often times these meetings can lead to upsell opportunities or new customer advocates, just as they frequently lead to product updates or new feature discussions.

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Best practices Feedback Upselling SaaS 40

CustomerSuccessBox

JUNE 8, 2022

Irit has played a pivotal role in shaping Customer Success best practices and methodologies. Check out Irit’s interview where she gives insights into how you can manage churn efficiently. . And so you want to do net retention rate, which is the revenues minus the down-sell minus the churn plus the upsells.

Management 52

Management Upselling Accountability Metrics 52

Totango

FEBRUARY 9, 2022

Knowing how to use technology to optimize your contract renewal process can increase your retention rates and your revenue. Finally, we’ll cover how to use five of the most essential technology tools for effective contract automation. Following best practices to automate retention can optimize renewal rates.

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Customer retention SaaS Best practices Upselling 96

Totango

MARCH 15, 2022

In this blog, we’ll show you how to scale customer success team pursuits without slipping into some of the most common pitfalls. We’ll cover how to optimize your hiring practices, operational procedures and technology selections in order to ensure that your scaling strategy yields successful results.

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Best practices Enterprise Upselling Scripts 98

Totango

JUNE 11, 2019

Customer Success Challenges and How to Face Them. No matter the cause, your customer success team will always be on the front lines of problem-solving and will need best practices to rectify complaints. Accounts should be tracked and routed to customer success team members or managers for proper engagement.

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Customer centricity Best practices Upselling Feedback 93

Totango

SEPTEMBER 1, 2022

Here we’ll show you how to update your SaaS QBR strategy to keep up with the latest technology and best practices. Then we’ll look at how digital technology has made the traditional QBR outdated and how AI is helping software providers increase the efficiency of SaaS QBRs. What Is a QBR in SaaS?

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SaaS Journey mapping Upselling Best practices 100

CustomerSuccessBox

MARCH 27, 2019

Thus, increasing the retention rate, and creating potential opportunity for upsells / cross-sells too. It doesn’t matter how many customers you are signing up every month! What matters is that of the customers who had signed up, how many renewed their contracts. There is no one way to practice customer success.

Upselling 66

Upselling SaaS Best practices Feedback 66

Influitive

MAY 12, 2016

That’s one reason why account-based marketing has become a popular strategy in recent years. Instead of “spraying and praying” broad marketing messages, ABM requires brands spend time crafting ultra-personalized campaigns targeted at specific accounts. Learn how to make your account-based marketing more effective with advocacy.

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Accountability Marketing B2B Customer advocacy 61

CSM Magazine

DECEMBER 13, 2023

Here are some of call center security’s best practices that you can use: Invest in systems and tools to monitor and analyze customer interactions in real-time. How to mitigate this? Lack of Cross-Sell and Upsell Capabilities This gap involves using strategies that integrate sales opportunities into customer interactions.

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Customer Service Upselling CRM Employee engagement 52

JustCall

MAY 4, 2023

These metrics can be used to understand how effective the existing strategies and workflows are. How to track sales quota? Foster a culture of accountability, transparency, and meritocracy within the team. How to perform win/loss analysis? How to measure customer satisfaction scores? How to boost CSAT scores?

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Sales Metrics Analytics CRM 52

JustCall

MAY 4, 2023

These metrics can be used to understand how effective the existing strategies and workflows are. How to track sales quota? Foster a culture of accountability, transparency, and meritocracy within the team. How to perform win/loss analysis? How to measure customer satisfaction scores? How to boost CSAT scores?

Sales 52

Sales Metrics Analytics CRM 52

ClientSuccess

OCTOBER 18, 2022

Managing customer accounts is no longer contained to spearheading implementation and being on call to help customers through issues. After all, you never know the direction a conversation will take, so it’s a best practice to be prepared for all options, just in case. eBook: Customer Success Best Practices from 20+ Executives.

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Best practices Upselling Coaching Accountability 72

ClientSuccess

DECEMBER 19, 2022

This playbook should include information on how to introduce the product/service, educate customers on key features, set expectations around timelines and communication, and develop action plans to ensure a successful onboarding process.

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Upselling Education Best practices Sales 72

Totango

APRIL 30, 2021

Here’s how to calculate both kinds of costs and why retention should form part of a profitable business strategy. Account management and renewal costs. Customer marketing to promote renewals cross-sells and upsells. Calculating the Cost of Customer Acquisition. Customer engagement and adoption systems and programs.

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Customer retention Advertising Engineering Upselling 64

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. Maximizing revenue is tightly bound to efficient account mining.

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Accountability Upselling Journey mapping Feedback 10