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 also sits on the board of Directors for CSPN. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

JustCall

DECEMBER 7, 2022

Well, there are sales metrics and sales analytics software to take you closer to goals. Read on to know how to track and improve your sales performance by using the right metrics and analytical tools. It involves forecasting revenue, adjusting sales targets and realigning internal processes by analyzing sales metrics.

Analytics 52

Analytics Sales CRM Metrics 52

Expivia

APRIL 1, 2021

We have many clients that have differing views on this so we have been using both models for many years and layer them on top of one another to create an overarching QA plan that takes into account the associate and program health. Live monitoring from your supervisors and/or your QA areas is like in-game coaching.

Quality management 52

Quality management Call Center Management Coaching 52

SharpenCX

FEBRUARY 24, 2023

Instead of spending time sorting through data, the SharpenCX platform makes it easy to gain the insight on your customers that you’re looking for with customizable reports and dashboards showcasing only the metrics you care about. For example: Use your highest performing agents to “buddy up” and coach their peers.

Banking 76

Banking Personalization Customer Experience Chatbots 76

CustomerSuccessBox

FEBRUARY 28, 2022

Reviewing the KPIs and metrics is the best method to see how well you’re doing in each phase of your customer relationship. Time to first value is a critical metric that must be achieved flawlessly. The steps for account expansion are as below. Bonus resource : 5 Vital signs to see if customers are ready for upsells.

Upselling 52

Upselling Customer advocacy SaaS Education 52

JustCall

MARCH 10, 2023

This includes offering one-on-one coaching, troubleshooting assistance, or access to a support team. Example: Here’s a possible customer onboarding workflow for a software-as-a-service (SaaS) product: Step 1: Sign-up – The customer discovers the product, visits the website, and signs up for an account.

Customer Support 40

Customer Support Feedback Upselling Accountability 40

24-7 InTouch

FEBRUARY 25, 2020

Immersive Training Environments : Learning environments set the tone for each program and help develop cultural alignment for team members on each unique account. Type: Determine what the most important metrics are that tell the full story. Immersive Training. For many retail brands, this includes product displays and store fronts.

Brand ambassadors 52

Brand ambassadors Customer Service Calibration Average Handle Time 52

JustCall

MAY 4, 2023

By tracking the key success metrics and analyzing sales data, companies can uncover areas of improvement, optimize their sales processes, and boost revenue. In this guide, we will discuss how sales leaders can measure sales performance, what metrics to focus on, and what tools to use. Devise a strategy for upselling and cross-selling.

Sales 52

Sales Metrics Analytics CRM 52

JustCall

MAY 4, 2023

By tracking the key success metrics and analyzing sales data, companies can uncover areas of improvement, optimize their sales processes, and boost revenue. In this guide, we will discuss how sales leaders can measure sales performance, what metrics to focus on, and what tools to use. Devise a strategy for upselling and cross-selling.

Sales 52

Sales Metrics Analytics CRM 52

CustomerSuccessBox

JANUARY 24, 2019

On the other hand, customer success department is responsible for reducing churn (which in turn increases the LTV of the customers) and also upsells and cross-sells (which brings in additional revenue). Both the departments are measured on totally different metrics. Customer success department is success oriented.

Customer Support 67

Customer Support Upselling SaaS Transportation 67

CustomerSuccessBox

MARCH 11, 2022

The only thing that matters is the upsell or renewal of a customer—all it’s about is the money. What figures/metrics should be understood? Instead of bombarding the CSM or manager with demanding questions, leaders should adopt a coaching mindset. Growth Potential: The forecast for the CSM’s account growth or churn.

Accountability 52

Accountability Benchmark Upselling SaaS 52

SmartKarrot

NOVEMBER 30, 2022

Role: Customer Success Director Location: Edmonton, AB, Canada (Hybrid) Organization: Drivewyze As a Customer Success Director, you will lead, coach, and mentor a high-performing team accountable to manage the deployment of software for the customer fleet organizations. Assist in onboarding new customers.

Coaching 19

Coaching Accountability Upselling Metrics 19

CustomerSuccessBox

JUNE 8, 2022

Either they’re not getting the right results, or they’re struggling with, you know, showing value internally struggling with earn struggling with upselling, actually, I would say that that’s my forte, like value management to customers and increasing upsell. You want to do customer logo churn rate and numbers.

Management 52

Management Upselling Accountability Metrics 52

SmartKarrot

NOVEMBER 8, 2022

Leverage data, metrics and insights to build and strengthen the overall CS strategy, specifically working on delivering new CRM Analytics and Service Cloud platforms – ultimately working on customer health benchmarks and driving improvements. Recruit, hire, mentor and coach Customer Success team members. Apply here: [link].

Coaching 19

Coaching Customer advocacy SaaS Strategic Value 19

Mindtouch

SEPTEMBER 27, 2018

After spending the past 14 years in account management and customer success , Keri sought to work in software, leading her to MindTouch. From onboarding to potential upsells, she guides the customer to find solutions that best fit their needs. ” Customer Relationships are Rooted in Trust.

Management 80

Management Best practices Upselling Coaching 80

SmartKarrot

DECEMBER 6, 2022

Role: Director, Customer Success Location: Open Hall, NL, Canada Organization: Security Compass As a Director, Customer Success, you will hire, coach, and develop a high-performing CS team to drive adoption, health, and retention. Nurture relationships with key contracts in critical accounts. Apply here: [link].

Coaching 19

Coaching Education Government Upselling 19

SmartKarrot

OCTOBER 3, 2022

Recruit, hire, mentor and coach Customer Success team members. Mentoring and coaching cover both Customer Success practices and processes as well as industry and solution expertise. Work with Account Director on potential target client list and sales strategies. Grow usage of BrightEdge within each account.

Upselling 19

Upselling Coaching Best practices Consulting 19

SmartKarrot

JUNE 9, 2022

Create accountability across customer-facing teams by developing appropriate metrics and coordinating compensation and promotions with these metrics. As we grow, hire, coach, and mentor a customer success team passionate about helping customers get the most from their investments in Sync.

Upselling 19

Upselling Engineering Technical Support Metrics 19

SmartKarrot

MARCH 15, 2023

Role: Director, Customer Success Location: Houston, TX, United States (Remote) Organization: Innovapptive Inc As a Director of Customer Success, you’ll ensure great client happiness, adoption improvements, retention, and expansion, you should lead and manage the customer success team of strategic accounts.

Upselling 19

Upselling Engineering B2B Accountability 19

SmartKarrot

MAY 6, 2022

Maintain the CSM Playbook which covers all necessary tactical and strategic team initiatives, e.g., account hand-off and kick-off, success plans, engagement levels, strategic business reviews, etc. Drive and manage the weekly red account escalation process for clients through to resolution.

Journey mapping 19

Journey mapping Coaching Government Upselling 19

SmartKarrot

AUGUST 29, 2022

Role: Senior Customer Success Manager Location: Boston, MA, US Organization: LeanIX As a Senior Customer Success Manager, you will be responsible for the retention of customer accounts by ensuring continuous communication and relentless support and guidance. Ensure a successful and robust onboarding experience for all new customers.

Best practices 19

Best practices Call Center Benchmark Government 19

Amity

APRIL 7, 2017

For example, if your company’s main goal is growth, identify key metrics that support achieving higher revenues. In this case, the metrics you pick should allow you to show your team’s impact on both existing revenues as well as new business. Step 2: Metrics. Register for the webinar!

Chief Customer Officer 67

Chief Customer Officer Metrics Consulting Consulting 67

SmartKarrot

NOVEMBER 17, 2021

Role: Director of Customer Success Location: Santa Clara, CA, US (Hybrid) Organization: LeanData As a Director of Customer Success, you will lead, coach and mentor a team of Customer Success Managers across enterprise and large commercial accounts. Represent the voice of the merchant and influence the platform development roadmap.

Upselling 19

Upselling Accountability Coaching Metrics 19

SmartKarrot

JANUARY 13, 2023

Proactively work with the sales team on upsells and expansion opportunities while mitigating potential churn risks. Own key metrics for your team including renewal forecast, activity management, upsell, adoption, and churn. Recruit, coach, motivate and direct a high-performing team to optimum results for the client base.

Upselling 19

Upselling Best practices Engineering Coaching 19

Global Response

JULY 23, 2023

Our world-class employees receive the best-in-class training and coaching so they can eat, sleep, and breathe your brand. Sky-High Costs The Problem: Adding on a call center creates yet another line item that must be budgeted and accounted for—and in today’s economy, that’s a difficult problem to get around.

Call Center 62

Call Center outsourcing Bilingual agents Service level 62

SmartKarrot

APRIL 1, 2022

Role: Customer Success Director, WordPress VIP Location: Remote, United States Organization: Automattic As a Customer Success Director, you will be responsible for developing and supporting best-in-class account teams (Technical Account Managers, Engineers, and Support Engineers) by acting as a mentor, coach, and team player.

Upselling 19

Upselling Engineering Accountability SaaS 19

SmartKarrot

MARCH 9, 2023

By new goods and expansion prospects, increase income in accounts. Create and use metrics to gauge and monitor consumer loyalty and satisfaction. Control important team KPIs, including churn, upsells, adoption, and activity management. lead a high-performing team by recruiting, coaching, and inspiring them.

Upselling 19

Upselling Benchmark SaaS Accountability 19

SmartKarrot

APRIL 28, 2023

You’ll be the alpha dog, coaching, mentoring, and directing our customer success managers to give each and every one of our clients an excellent experience. Manage and cultivate your current clientele to promote account retention, customer value, and business growth.

Upselling 19

Upselling Coaching Engineering Customer retention 19

SmartKarrot

FEBRUARY 1, 2022

Role: VP of Customer Success Location: Remote, New York, United States Organization: Teampay As a VP of Customer Success, you will coach the team on strategies for building trusted advisor relationships. Oversee customer onboarding, strategic business reviews, success plans, contract renewals and upsell opportunities.

Accountability 19

Accountability Healthcare Upselling Metrics 19

SmartKarrot

OCTOBER 25, 2021

Define and own your team’s operational effectiveness metrics and drive the plan to report on, attain, and exceed them. Create and maintain rolling 6-month account plans for all assigned accounts, to purposely drive revenue retention & expansion while clearly demonstrating measurable ROI back to the customer.

Coaching 19

Coaching Accountability Upselling Metrics 19

SmartKarrot

JANUARY 3, 2023

Manage a direct team of 2 people and be a leader, mentor, and coach. Hold and constantly improve/streamline client account opening and onboarding to provide an excellent Customer Experience journey. Retain and grow client base through identifying cross/upsell opportunities. Work on KPIs and KRAs for the assigned accounts.

outsourcing 19

outsourcing Upselling Accountability Coaching 19

SmartKarrot

OCTOBER 7, 2021

Identify cross-sell and upsell opportunities in order to maximize revenue from existing customers. Coach CSMs to deepen their customer expertise, be change management partners within their accounts, and accelerate transformation within our customers’ businesses.

Upselling 19

Upselling Customer advocacy Enterprise Coaching 19

JustCall

MARCH 10, 2023

Conclude with upselling/cross-selling: “If you’re interested in <product 1>, you might also want to check out <product 2>, which offers XYZ extra.” Improved Metrics From the above benefits of call flow, it is evident that it improves the overall performance of the call center as a whole.

Call flow 40

Call flow Contact Center Scripts Interactive Voice Response 40

SmartKarrot

MARCH 1, 2023

Role: Director of Customer Success Location: Toronto, ON, Canada (Remote) Organization: Sales Talent Agency As a Director of Customer Success you’ll be directing a group of six (soon to be seven) account managers who now look after 600+ accounts ranging from mid-market to enterprise. Metrics Management and Drive.

Enterprise 19

Enterprise Upselling Accountability Coaching 19

SmartKarrot

OCTOBER 13, 2021

Define operating metrics for the team, including goals, KPIs, and tracking systems. Define Customer Satisfaction metrics and ensure clients are being tracked and evaluated through regular touchpoints, surveys, and client business metrics. Partner with Account Executive teams to ensure your team is meeting customer expectations.

Upselling 19

Upselling Metrics Coaching Accountability 19

CSM Practice

APRIL 17, 2017

For example, if your company’s main goal is growth, identify key metrics that support achieving higher revenues. In this case, the metrics you pick should allow you to show your team’s impact on both existing revenues as well as new business. Step 2: Metrics.

Chief Customer Officer 40

Chief Customer Officer Metrics Accountability Consulting 40

Help Scout

SEPTEMBER 18, 2018

Yes, and … is the ultimate “ upselling ” tool. While it may not seem like upselling to offer free things, like going to a webinar or using features already on the plan they’re trying, the more they engage with the team and the product, the likelier they are to buy and stick around as happy, healthy customers.) Really well.

Coaching 40

Coaching Customer centricity Upselling Sales 40