Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. What I liked the most are the seminars and workshops we did all year round.

Call Center 182

Call Center Management Scripts Coaching 182

ClearAction

DECEMBER 27, 2017

” The Power of Workshops. They taped and edited the interviews and showed them to groups of cross-discipline employees in workshops. They viewed these workshops as a pivot point to rise above preconceived notions of clients and the bank and employee roles. ” Strategic Focus. ” CEO-Driven.

Customer Experience 54

Customer Experience B2B Banking Journey mapping 54

ClearAction

AUGUST 16, 2016

They stewed over our survey results for quite a while, and, facilitated by our VP-CX, they eventually agreed on a company-wide approach to interpreting, acting on, and being accountable for progress, resolution, and prevention of issue recurrence. Let’s talk about that windshield. Let’s talk about that engine.

Customer Experience 67

Customer Experience Engineering Accountability Government 67

Fonolo

MARCH 4, 2020

Keeping talent motivated and inspired is top of mind for Sidhu, who as a result encourages supplementing the education of ADP employees, whether that’s CSPN training, CPA training certification, or accounting certification (among others). The Tools of the Trade: Technology and Metrics. That metric is designed for efficiency.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

SmartKarrot

APRIL 4, 2023

Establish and maintain a top account funnel for prospective upsell and cross-sell opportunities. Establish and maintain a top account funnel for prospective upsell and cross-sell opportunities. Obtain renewal and upsell goals and promote their widespread implementation.

Upselling 19

Upselling Accountability Metrics Consulting 19

CustomerSuccessBox

FEBRUARY 27, 2019

But someone needs to be responsible and held accountable for the results and ROI of customer success. In such companies, a customer success leader defines the goals and the metrics that the customer success department has to follow in consultation with the senior leadership. Should Customer Success report to Sales?

Upselling 65

Upselling Chief Customer Officer SaaS Sales 65

Mindtouch

OCTOBER 14, 2016

We evaluated thousands of members within this community and created a measurement that took into account a wide range of metrics including internet presence, influence, and community engagement and participation. Monte Enbysk, Writer, Marketing Consultant, Microsoft Alumni Network, @monteenbysk.

Consulting 91

Consulting Consulting Engineering Construction 91

SmartKarrot

APRIL 4, 2023

Establish and maintain a top account funnel for prospective upsell and cross-sell opportunities. Establish and maintain a top account funnel for prospective upsell and cross-sell opportunities. Obtain renewal and upsell goals and promote their widespread implementation.

Upselling 15

Upselling Accountability Metrics Consulting 15

ShepHyken

SEPTEMBER 7, 2023

Account management Offer workshops on relationship-building, active listening, and consultative selling for identifying upsell or cross-sell opportunities. Encourage shadowing experienced account managers who can disseminate their best tips and tricks. Provide them with checklists, guides, and best practices.

B2C 330

B2C Customer centricity Feedback Upselling 330

Fonolo

FEBRUARY 20, 2020

Keeping talent motivated and inspired is top of mind for Sidhu, who as a result encourages supplementing the education of ADP employees, whether that’s CSPN training, CPA training certification, or accounting certification (among others). The Tools of the Trade: Technology and Metrics. That metric is designed for efficiency.

Customer Service 67

Customer Service Metrics Call Center Banking 67

SmartKarrot

JUNE 11, 2021

SuccessHacker Certifications and Training Workshops. Helmed by industry CS leaders such as Todd Eby, James Scott, Andrew Marks, and Aaron Thompson, SuccessCoaching offers multiple workshops and online training programs for customer success professionals. You will also get access to fast-paced, dynamic, problem-solving workshops.

Best practices 22

Best practices SaaS Accountability Education 22

Amity

JUNE 16, 2016

As the Customer Success Team Manager, I manage a team of nine onboarding specialists, two account managers, and one churn strategist. Before becoming a Mozzer, I was an SEO Specialist providing consulting services for car dealership clients. We also have our two Account Managers who help our customers on higher-value plan levels.

Engineering 80

Engineering Accountability Feedback Marketing 80

ChurnZero

MARCH 1, 2019

He has 15 years of experience, having consulted with multiple Fortune 500 companies like Bank of America, PwC, Microsoft, Waste Management, Symantec, Taco Bell, and Standard Chartered. Extreme Ownership: Taking ownership and being accountable for all of your decisions and all of your outcomes – not making excuses and not blaming.

Accountability 40

Accountability Banking Coaching Management 40

SmartKarrot

MAY 28, 2021

This metric is an evaluation of all your departments. Take for example: You own a digital marketing consultancy. Once that is known, offer workshops that engage them on your service. You can measure the success of your customers by estimating the health of accounts. Try to understand what they are trying to achieve.

SaaS 10

SaaS Education Customer retention Upselling 10

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

SmartKarrot

NOVEMBER 18, 2020

Maximize customer retention metrics. Apply here: [link] Role: Customer Success Manager Location: England, UK Organization: Mentorloop A lot of this role is providing a world-class account management experience. Providing skills transfer and customer readiness through the remote delivery of workshops, training events, and so forth.

Customer advocacy 10

Customer advocacy Finance Best practices Enterprise 10

SmartKarrot

JANUARY 5, 2021

This list has been compiled by the editorial team at SmartKarrot taking into account overall influence in the form of original insights, industry contributions, community engagement, followership, and similar guiding metrics. Simultaneously, he has been a consultant, coach, and trainer for technology professionals across 30 countries.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Coaching 21

SmartKarrot

JUNE 24, 2022

Revamp customer experiences by catering to stakeholder personas and providing consultative thought leadership through workshops, training sessions, and rich content. Account management, project management, and problem-solving skills. Meet sales targets within your customer accounts, managing the end-to-end sales cycle.

Customer advocacy 3

Customer advocacy Benchmark outsourcing Accountability 3

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. We have received 31 answers from 31 recognised thought leaders, consultants and great doers from all over the world across industries. Jeannie Walters TEDx Speaker, Customer Experience Expert, Trainer, Consultant, Podcaster.

Metrics 135

Metrics Consulting Consulting Feedback 135

ClearAction

JULY 23, 2023

They may have already discovered customers’ intended outcomes as part of their outcomes-based selling and consultative selling approaches. Accounts receivable managers are communicating with customers to arrange and collect payments for products and services provided. They may have researched customers’ jobs-to-be-done.

Government 62

Government B2B Customer Experience Enterprise 62

CrazyCall

APRIL 9, 2019

Last year, LinkedIn selected Jill Konrath as the #1 B2B Sales Expert to Follow pointing out over 1/3 million people following her account. In 2016, The Bridge Group expanded their offer with Account Based Revenue services. Jill Konrath is a world-famous sales speaker and one of the most influential sales experts of the 21st century.

Sales 133

Sales Consulting Consulting Coaching 133

CSM Magazine

JULY 3, 2017

It’s tempting to talk about success in terms of metrics, stats, costs, blah blah, but how much are you talking about the customer in day-to-day interactions? So, if you’re in accounting, remember that your customer is not your boss who wants the reports on time. Secret 3: Focus your team on what matters. About the Author.

Customer Service 78

Customer Service Airlines Coaching Benchmark 78

Russel Lolacher

MAY 1, 2022

You know, and and I think earlier, we were talking and you said, you know, people, the metrics that people often miss is that their people are quitting, you know, or they’re getting sick a lot, or there’s a lot of passive aggressiveness in the workplace. Vicki McLeod.

Employee engagement 52

Employee engagement Personalization Management Scripts 52

ClearAction

OCTOBER 2, 2017

Think of behaviors and metrics in a nested sequence. Do this in a workshop environment where a cross-functional group of long-timers and newcomers among your employees who are particularly savvy about the issue topic in day-to-day management. It’s a great tool for reinforcing transparency and accountability. Then say it.

Customer Experience 78

Customer Experience Journey mapping Management Customer centricity 78

Amity

JANUARY 11, 2017

Philip: Building on this, once a CSM is in charge of a customer for a long period of time, they gain a better understanding and it creates a sense of accountability. So we hired a consultant to train us with Customer Success Management. We did a lot of role playing and workshops with her as a team.

Engineering 99

Engineering Management Metrics Feedback 99

Amity

MAY 9, 2016

We sat down with Julie Persofsky , VP of Customer Strategy and Account Management, to discuss how Customer Success has evolved at Influitive over the last 4 years. When I was a Customer Success Manager at Eloqua, the role was managing accounts (Renewals, Upsells, Cross-Sells, Success Planning). I am responsible for Customer Revenue.

Coaching 56

Coaching Upselling Accountability Sales 56