ClientSuccess

SEPTEMBER 3, 2020

Base only compensation plans do little to align CSMs to company objectives and also provide no additional incentives (other than personal pride and work ethic) to achieve or overachieve the expected performance standards. At Omniture, one of our Strategic CSMs in EMEA was assigned to a strategic account that was a Global Fortune 100 company.

Management 111

Management Upselling Sales Accountability 111

Comm100

NOVEMBER 2, 2020

We have hand-picked some of the top chatbot examples to show you how you could use AI customer service bots across channels – 5 use cases across industries, plus one case study of how a chatbot resolved 91% of live chat inquiries. The bot can even provide personalized service to the bank’s clients.

Chatbots 58

Chatbots Customer Service Banking Healthcare 58

Totango

AUGUST 14, 2020

Ideally, this long-term partnership will see your customer reach milestones with your help, expand their use of your product, and upsell or cross-sell in other ways. Customers are empowered to enter recurring short-term business solutions with personalized services. Review results with internal stakeholders at Y date.

Enterprise 77

Enterprise Feedback Upselling Accountability 77

Amity

APRIL 3, 2017

Generally speaking, CSAT is sent out after each contact made (or case solved) with your Customer Support Team. Customer Success Managers should get into the habit of checking the CSAT of the most recent interaction(s) their accounts may have had with support. This will help them have a better picture of the overall account sentiment.

Upselling 70

Upselling Metrics Feedback Accountability 70

SmartKarrot

NOVEMBER 28, 2022

Work closely with Technical Account Managers and the development team to integrate, troubleshoot technical issues and provide 2-way feedback from and to customers. Involvement in periodic, in-person client meetings. Identify upsell opportunities. Work with the marketing team to execute customer surveys, case studies, etc.

Upselling 19

Upselling Best practices Accountability Feedback 19

SmartKarrot

SEPTEMBER 2, 2022

Build & Sustain relationships with identified accounts by becoming a trusted advisor to decision makers and executive buyers. As a Customer Success Manager, you will oversee your book of business from onboarding to renewals and upsells. Build customer advocates through reviews, case studies and references.

Upselling 19

Upselling Customer advocacy Coaching Feedback 19

JustCall

APRIL 5, 2023

As a part of this process, the customer success manager: Organizes welcome emails Sets up their account Resolves queries, etc. Defining Customer Segments Defining your customer segments allows you to create tailor-made strategies for each of these segments, thereby helping you adopt a more personalized approach. out of 5 stars.

Management 52

Management CRM Analytics Customer retention 52

SmartKarrot

NOVEMBER 24, 2022

Role: Customer Success Consultant Location: Remote, United States Organization: Phocas Software As a Customer Success Consultant, you will manage assigned accounts by developing and nurturing strong, positive, proactive relationships and understanding the customers’ business and technical needs. Apply here: [link].

Consulting 19

Consulting Consulting Upselling Education 19

SmartKarrot

MARCH 9, 2023

By new goods and expansion prospects, increase income in accounts. Deflecting support cases and escalations are lagging markers of success. Control important team KPIs, including churn, upsells, adoption, and activity management. Manage discussions and escalations personally with the assistance of your direct reports.

Upselling 19

Upselling Benchmark SaaS Accountability 19

CustomerSuccessBox

APRIL 3, 2022

It enables Customer success managers like you to deliver a consistent customer onboarding experience, improve retention and drive upsell We’re that excited to have you on board! So, include sections for personalized anecdotes in this template, such as a specific project a client is focusing on or a new release they just installed.

APIs 52

APIs Accountability SaaS Marketing 52

Totango

JUNE 23, 2020

Strong scores could encourage you to take action in the form of upsell, cross-sell, and expansion campaigns , or by developing a customer case study or asking the customer to speak at an event. You can increase the effectiveness of your customer success actions by pairing accounts with the right team members.

Best practices 62

Best practices Brand ambassadors Surveys Enterprise 62

CSM Magazine

MARCH 27, 2020

It’s easy to see effects of bad customer service—one request slips through the cracks and you could be looking at a public battle on your social media accounts tomorrow. They want to improve the overall customer experience, from product creation to the upsell. Upsells additional products and features. ?. ?. Customer Service.

Customer Support 52

Customer Support Self service Feedback Upselling 52

ChurnZero

FEBRUARY 26, 2021

But along with meeting the demands of their external-facing role, Customer Success also faces a barrage of internal requests – whether it’s case studies for Marketing, referrals for Sales, or research for Product. “In Connecting people to understand the use cases person to person has been beneficial.”.

Management 59

Management Feedback Sales SaaS 59

ChurnZero

MARCH 12, 2021

What to do if the other person won’t negotiate in a fair and open way. That makes it safe for the other person to answer more truthfully about what’s really going on. Q: Have you experienced any nuances in negotiating over the phone or in person versus via email? Common objections and how to prevent them.

Upselling 59

Upselling Personalization Sales Strategic Value 59

ClientSuccess

APRIL 20, 2017

Back when Paul first started working with customers, “Customer Success” was considered a hybrid between account management and customer service. Product wants to speak with a customer about a feature, Marketing wants to do a case study, and so on. The Rise of SaaS and Customer Success.

SaaS 40

SaaS B2B Engineering Best practices 40

Amity

NOVEMBER 16, 2016

Onboarding the first person into a new department can be challenging (almost as challenging as finding them). Increased customer upsells /cross sells. Really think through these points and make sure you are accounting for what they need to learn over the next couple of weeks. If so, they could be great case studies.

Accountability 81

Accountability Feedback Upselling SaaS 81

Amity

NOVEMBER 25, 2014

I recognized that in SaaS you had to have a more pervasive accountability to the customer. The individual(s) who work with the customer to ensure they are using the product to achieve their goals – this is beyond the person responsible for ticket resolution. With SaaS, there is no such thing as shelf-ware.

SaaS 48

SaaS Chief Customer Officer Upselling Accountability 48

SmartKarrot

APRIL 14, 2021

Apply here: [link] Role: Director, Customer Success Location: Atlanta, GA, US Organization: Grid Dynamics As a Director of Customer Success, you will manage large multi-million dollar relationships as a portfolio of accounts for a defined territory. Design and create an in-depth personalization strategy.

Real estate 10

Real estate Upselling Accountability Sales 10

JivoChat

JANUARY 17, 2021

In today’s fast-paced digital world, customers want an instant response and swift resolution from a real person. Studies show that 41% of consumers prefer live chat , versus 32% who prefer phone support, 23% who prefer email support, and 3% who prefer social media support. Live chat support is highly personalized.

Best practices 52

Best practices CRM Customer Support Personalization 52

SmartKarrot

APRIL 9, 2021

Apply here: [link] Role: Customer Success Manager (SaaS) Location: London, England, United Kingdom Organization: Deskpro As a Customer Success Manager, you will reduce customer churn, alongside upselling new products and services to increase the MRR. Be the point of contact for Accounts and be responsible for the growth of the customer.

Upselling 10

Upselling CRM Consulting Consulting 10

SmartKarrot

APRIL 2, 2021

Partner with the executive leadership team to develop and execute account engagement, retention and growth strategies. Be a thought leader in developing and executing on Customer Success and Account Management best practices that can be used across the organization. testimonials, case studies).

Entertainment 10

Entertainment Upselling SaaS Accountability 10

SmartKarrot

JUNE 11, 2021

Track and be held accountable for all relevant Customer Success metrics such as NRR, NPS, health score, product activation, churn, and more. Help manage upsell processes and procedures. Accountable for managing risk, forecasting accurately and spotting and driving growth opportunities.

Upselling 10

Upselling Enterprise Feedback Education 10

ChurnZero

DECEMBER 20, 2019

By focusing efforts on retaining active users by iterating their existing services based on rich customer data, companies will have more opportunities to engage, upsell , and ultimately scale. . . Personalized engagement at scale (sans first-name mail merges) optimize business impact . Increase focus on ‘meh’ accounts. .

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

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. Upsell purchases. If the decision-maker isn’t engaged, the account is at risk. Showcase client case studies.

SaaS 109

SaaS Journey mapping B2B Feedback 109

SmartKarrot

MAY 16, 2022

Track KPIs (Key Performance Indicators) and accounts. You need to keep track of KPIs and accounts to notice any chances of churn. You can also prioritize and personalize tasks to ensure process improvements. You must keep resources like blogs, tutorials, case studies, and plans ready for unforeseen situation.

Upselling 10

Upselling B2B Feedback Customer centricity 10

Callminer

FEBRUARY 23, 2021

Aligning sales and service helps customer service agents deliver more personalized customer experiences, which naturally leads to better business outcomes. Also, agents with insight into how customers have interacted with sales teams have increased upsell and cross-selling opportunities.”

Call Center 376

Call Center Technology Banking Contact Center 376

SmartKarrot

MAY 28, 2021

For a service company, the focus is on being open and true with customers, renewals, upsells, keeping communication safe, and looking out for churn. For example, continuing the digital marketing agency scenario- you can share case studies of what worked for clients who are similar to them with tangible facts. Bottom Line.

SaaS 10

SaaS Education Customer retention Upselling 10

ChurnZero

MARCH 31, 2023

Case studies have shown loyal customers spend more— up to six times more —over the customer lifetime. The authors refer to CSMs as “ growth engines ” and note “McKinsey benchmark data suggesting that existing customers account for between a third to half of total revenue growth, even at start-ups.” This isn’t merely a theory.

Benchmark 98

Benchmark B2B Accountability Consulting 98

SmartKarrot

DECEMBER 5, 2022

Personalized customer services – One of the best practices for customer success is to provide customers with personalized services. With its capability to handle massive amounts of data and keep them separated wherever required, Augmented intelligence can provide highly personalized customer services. Case Study 1.

Accountability 19

Accountability Management Finance Analytics 19

NobelBiz

MAY 25, 2023

This system enables businesses to gain a complete view of their customers, aiding in personalized customer interactions and more effective marketing strategies. In addition to the above benefits, CDP software can help contact centers to personalize their interactions with customers.

call center software 98

call center software Call Center APIs Contact Center 98

SmartKarrot

FEBRUARY 14, 2022

Role: Customer Success Director Location: Remote, United States Organization: Astound Commerce As a Customer Success Director, you will create and maintain strong client relationships at the stakeholder level in order to build long-term and growing accounts. Help drive customer references and case studies.

Upselling 3

Upselling Accountability Best practices Sales 3

Totango

MARCH 29, 2022

With the ability to analyze data signals for changes in real-time, consistent, personalized engagement is possible, no matter how large the organization. For Hannah Strickland, a customer success manager at Incident IQ , the use of Totango and HubSpot has been a game changer for her team’s understanding of their customer accounts.

Customer advocacy 96

Customer advocacy Upselling Accountability Sales 96

CustomerSuccessBox

MAY 16, 2022

A customer success tool is a software with in-built tools to provide a holistic view of your customer’s account health. All that to give you a holistic 360-degree view of your customer portfolio, monitor account health scores, create playbooks to facilitate onboarding, renewals, and upsells, set up alerts for risk and upsells, and more.

Management 52

Management Upselling SaaS Accountability 52

SmartKarrot

OCTOBER 12, 2022

Customer account journey for B2B organizations can help with this. . The B2B customer experience is affected by various touchpoints throughout the customer account journey. So, how does one evaluate the account journey and make the necessary improvements? What is a customer account journey? So, let us get started.

B2B 10

B2B Accountability Brand ambassadors Customer advocacy 10

CustomerSuccessBox

JULY 29, 2020

CS teams should maintain consistency with the metrics (like retention, upsell, NPS) but the targets should be discussed to make them achievable in these times. Puneet suggested that no CS team runs on a single KPI but rather a set of KPIs like logo retention, MRR Retention, Upsell etc. What should be the targets during this time?

Upselling 52

Upselling Metrics SaaS APIs 52

SmartKarrot

OCTOBER 28, 2022

What is Strategic Account Management? This approach is called strategic account management for enterprises (also known as key account management). The Responsibility of Strategic Account Manager. Do you want to handle both accounts equally? Like what you are reading? Sign up for our newsletter. contact-form-7].

Accountability 10

Accountability Management Upselling B2B 10

CustomerSuccessBox

JULY 19, 2022

They want to set up a renewal process that includes different use cases. Study the customer account health. A customer success organization should design its brand evangelism strategies at this stage by reaching out to testimonials, reviews, case studies, and more. Personalization is something that data excels at.

Upselling 52

Upselling SaaS Best practices B2B 52