Totango

NOVEMBER 27, 2023

CSMs can then embrace their strategic role as a consultant, devoting more time to coaching customers on how to achieve their business outcomes by maximizing product value. When customers achieve their goals, businesses will see more subscription renewals and expansion revenue from upsell and cross-sell opportunities.

B2B 91

B2B CRM Enterprise Upselling 91

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. Depending on your organization’s preferences, this can then prompt your agent to make a specific offer, upsell where applicable, redirect the call, and more.

Best practices 140

Best practices Average Handle Time Analytics Coaching 140

Totango

OCTOBER 20, 2022

Customer success managers are critical at SaaS companies, where they help deliver results that promote subscription renewals and upsells. They should be comfortable performing sales functions such as encouraging subscription renewals, upselling, and cross-selling. Coaching and training. Coaching and Training.

Management 90

Management Upselling Coaching Best practices 90

Fonolo

OCTOBER 4, 2022

Picture this: Y ou’re the coach of a soccer team. A skills-based call routing phone system will take several different factors into account when deciding where to queue a call, including the number that was dialed, the caller’s account details, and selections made by the customer in the IVR. Still with me?

First call resolution 87

First call resolution Contact Center Interactive Voice Response Wait times 87

ClientSuccess

OCTOBER 18, 2022

Managing customer accounts is no longer contained to spearheading implementation and being on call to help customers through issues. If you’re a customer success department leader, make coaching and preparing your CSMs for these types of conversations part of your regularly scheduled training and development plans. .

Best practices 72

Best practices Upselling Coaching Accountability 72

ChurnZero

SEPTEMBER 14, 2021

If your customer can benefit from a product upgrade or feature upsell, then it’s your duty to make your customer aware of the opportunity. To give an example, Bryan outlined the hypothetical scenario of a CSM whose customer accounts for one division of a company that’s comprised of three divisions. Sit in on sales calls.

Sales 94

Sales Upselling Morale SaaS 94

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

SharpenCX

APRIL 28, 2021

Coaching your team leads to better business results. But Stevie used what she learned from him to coach up and acquire funding to expand the Rosebud Motel across the nation. With a little bit of coaching from someone with more experience, Stevie flourished and took the Motel to new heights. Give direct feedback.

Management 67

Management Coaching Construction Contact Center 67

CustomerSuccessBox

APRIL 28, 2021

Knowing what is the best action plan to drive customer success for each account takes years of experience and understanding. The reality is that with hundreds of data points , it is impossible for the human mind to comprehend, analyze, correlate and configure rules for Account health and alerts with accurate thresholds.

Technology 52

Technology Calibration SaaS Upselling 52

Tethr

JULY 21, 2020

Using Tethr’s Agent Impact Score (AIS), businesses can start connecting agent quality to effort reduction, while holding agents accountable for customer experience. They also discovered that it drives more constructive and results-driven coaching enabling them to be better equipped to measure agent performance in their company.

Coaching 71

Coaching Construction Upselling Scripts 71

CSM Practice

SEPTEMBER 18, 2020

When they started, they only had ALL-IN-ONE customer success managers responsible for all of the adoption focus, making sure that customers were getting ROI, renewal of contracts, as well as expanding the account. Small portfolio with large accounts. Large portfolio with mid accounts. How to make sure they are coordinated?

Upselling 52

Upselling Finance Customer centricity Accountability 52

SharpenCX

FEBRUARY 24, 2023

This helps banks identify cross-selling and upselling opportunities in order to provide products that will help customers reach their financial goals. For example: Use your highest performing agents to “buddy up” and coach their peers. It also allows banks to troubleshoot issues before they become bigger problems.

Banking 76

Banking Personalization Customer Experience Chatbots 76

ChurnZero

SEPTEMBER 16, 2021

If your customer can benefit from a product upgrade or feature upsell, then it’s your duty to make your customer aware of the opportunity. To give an example, Bryan outlined the hypothetical scenario of a CSM whose customer accounts for one division of a company that’s comprised of three divisions. Sit in on sales calls.

Sales 52

Sales Upselling Morale SaaS 52

Totango

JULY 28, 2021

Suggesting upsells. While the conventional approach has been to assign one customer success manager per customer account, digital customer success platforms now make it possible for teams to administer success at scale by leveraging automation to deliver one-to-many success management. Encouraging subscription renewal.

Best practices 118

Best practices Management Brand ambassadors Upselling 118

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

CustomerSuccessBox

FEBRUARY 28, 2022

Some key points to consider at this stage in the LAER model are: Continue to educate customers about new product features and coach them on how to use the product more effectively. The steps for account expansion are as below. Determine whether or not they are ready for an upsell or cross-sell based on their product usage.

Upselling 52

Upselling Customer advocacy SaaS Education 52

JustCall

AUGUST 7, 2023

This means that it takes into account customer preferences, purchase history, browsing patterns, etc., Such proactive customer journey management not only keeps the sales pipeline moving but also capitalizes on upselling and cross-selling opportunities. to recommend products and services.

Chatbots 52

Chatbots Sales Surveys Upselling 52

CustomerSuccessBox

FEBRUARY 23, 2022

It’s all about coaching people to do things differently in customer success. Optimize your Account Expansion strategy. The best strategy to boost revenue from your existing customer base is to expand your customer account. A customer account expansion strategy must be carefully organized in order to succeed.

Journey mapping 52

Journey mapping SaaS Upselling Accountability 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

CustomerSuccessBox

MARCH 11, 2022

The only thing that matters is the upsell or renewal of a customer—all it’s about is the money. 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. What prompted your reaction?

Accountability 52

Accountability Benchmark Upselling SaaS 52

CustomerSuccessBox

FEBRUARY 14, 2019

The major KPIs of a Customer Success Manager are: Increase Lifetime Value (LTV) of the customers (by upsells, cross sells etc). Hence, a CSM should coach the customers to use the sticky features as it will lead to the customers achieving their goals faster and also increase product adoption. Create upsell opportunities.

Management 67

Management Upselling SaaS Sales 67

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

AUGUST 30, 2022

Role: Director of Customer Success Location: Chicago, IL, US (Hybrid) Organization: Grubhub As a Director of Customer Success, you will manage the stellar Corporate Accounts Client Success team, overseeing all new client implementation, client retention, satisfaction, and client up-sells for the Grubhub’s corporate accounts team.

Upselling 19

Upselling Coaching Accountability Engineering 19

JustCall

DECEMBER 7, 2022

Annual revenue per user or account (ARPU/ARPA). It is the mean revenue from customer/account/product/service/geography over a specified period. Annual revenue per user = (Total revenue in a given period) /( Number of accounts/customers/ products for that period). Sales per rep or Quota attainment.

Analytics 52

Analytics Sales CRM Metrics 52

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. This allows for more targeted coaching at the agent level to improve the overall service delivery. Immersive Training.

Brand ambassadors 52

Brand ambassadors Customer Service Calibration Average Handle Time 52

SmartKarrot

APRIL 6, 2023

Own important team KPIs, including as renewal forecast, activity management, upsells, adoption, and churn Rate the effectiveness of adoption strategies to accelerate value realisation and shorten time-to-value for our products. Manage a high-performing team in DACH and Western Europe by recruiting, coaching, and inspiring them.

Coaching 19

Coaching Upselling Accountability Engineering 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

Babelforce

APRIL 21, 2021

The company: Created support teams made up of agents, managers, coaches, and tech specialists. Each group had to handle a specific number of customer accounts) Built shared workspaces designed to help reps collaborate openly Implemented an instant messaging platform that enabled in-call collaboration. 4 Use conversational AI.

Call Center 52

Call Center Contact Center Interactive Voice Response CRM 52

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

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

SmartKarrot

SEPTEMBER 19, 2022

Coaches crew to strategically navigate organizations, internally and externally, with strong commercial orientation; deeply understands clients’ needs, types of buyers, and how to identify and drive growth opportunities. Manage a portfolio of accounts with a focus on renewals and upsells conversations.

Upselling 19

Upselling Technical Support Accountability Coaching 19

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

Global Response

JANUARY 31, 2024

The Health Insurance Portability and Accountability Act (HIPAA): HIPAA applies to call centers handling healthcare information , and ensures that patient’s data is protected. What’s more, it allows them to strategically upsell and cross-sell while fully remaining in line with U.S. After training, consistently monitor calls.

Call Center 62

Call Center Telemarketing Government Healthcare 62

SmartKarrot

NOVEMBER 8, 2022

Support the Business of Law sales teams (both new business and account management) throughout the new client and renewal sales cycles. Proactively guide the performance of each team member against pre-defined KPIs and mitigate risks through skills coaching as required. Recruit, hire, mentor and coach Customer Success team members.

Coaching 19

Coaching Customer advocacy SaaS Strategic Value 19

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). They are usually measured on metrics like Average Revenue Per Account (ARPA), LTV/CAC ratio, Churn rate etc.

Customer Support 67

Customer Support Upselling SaaS Transportation 67

SmartKarrot

JANUARY 17, 2023

Collaborate with Account Executives to identify expansion opportunities and be the voice of the customer. Role: Customer Success Lead Location: San Mateo, CA, United States (Hybrid) Organization: North Starr As a Customer Success Lead, you will lead and coach a team of customer success managers. Apply here: [link].

Upselling 19

Upselling Technical Support Consulting Consulting 19

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