ChurnZero

SEPTEMBER 14, 2021

There’s a common (albeit misplaced) fear among CSMs that sales talk will tarnish their customer’s trust and set fire to the relationships they’ve worked so hard to build. . But nothing could be further from the truth so long as you handle your sales conversations with tact, understanding, and integrity. .

Sales 94

Sales Upselling Morale SaaS 94

VirtualPBX

MARCH 19, 2020

Whether you’re on the path toward full- or part-time remote work, it’s essential that you make use of the proper remote team collaboration tools. And at VirtualPBX, we even have a few features within our Business Phone Plans that can help your team make that transition out of the office. Google GSuite.

Accountability 133

Accountability Marketing Personalization Feedback 133

Integrity Solutions

JANUARY 18, 2021

This past year laid bare some critical underlying selling skills and cracks in their sales pipeline that sales leaders were able to ignore or avoid while focusing on more immediate concerns. The good news is, we just went through a crash course in transformation — and there’s plenty to learn from it. New Sales Pipeline Strategy.

Sales 126

Sales Coaching B2B Metrics 126

Help Scout

MAY 12, 2021

In this article, we discuss the role of support teams in retaining customers and show how to combine high-quality, empathetic customer service with a deliberate focus on business growth. For a person to become your customer, they need to engage with your products or services at least once. Report on “saved customers”.

Customer retention 116

Customer retention Finance Analytics Customer effort 116

Beyond Philosophy

JANUARY 13, 2022

Interpersonal Perspective: does the customer wear down the team? Of course, some customers need more time and attention than others, and that’s normal. For example, if left to the sales department, firing a customer wouldn’t happen. So, these operational factors would not influence the sales team’s decision. .

Accountability 195

Accountability Consulting Consulting Sales 195

Integrity Solutions

AUGUST 24, 2022

If you’ve implemented sales training this year, you’re not alone. Studies have shown that upwards of $15 billion is spent annually on sales training in the United States alone. And are there specific sales training strategies behind that critical investment to help ensure its success and strong ROI?

Sales 88

Sales Coaching Calibration B2B 88

CrazyCall

SEPTEMBER 4, 2018

Sales influencers adore doing this. Of course we can’t highlight thousands, indeed tens of thousands of inspirational and experienced sales executives, but we’ve created this list of 21 influencers who constantly share helpful advice, sales tips & tricks on social media and make up the world of sales, including the social selling.

Sales 129

Sales SaaS CRM B2B 129

JustCall

APRIL 13, 2020

Start with your remote sales teams, first. In this blog, we will share some hacks and tips sales teams can follow, as they work from home. Inside sales teams have already been accustomed to remote selling. The role of field sales reps is a bit different on the other hand.

Sales 52

Sales Chatbots Analytics Wireless 52

JustCall

APRIL 13, 2020

Start with your remote sales teams, first. In this blog, we will share some hacks and tips sales teams can follow, as they work from home. Inside sales teams have already been accustomed to remote selling. The role of field sales reps is a bit different on the other hand.

Sales 52

Sales Chatbots Analytics Wireless 52

ChurnZero

JULY 22, 2021

Setting rules of engagement saves your team time, money, and energy. By creating healthy boundaries, Customer Success and Sales don’t have to spend their days assessing and arguing over every expansion situation. A caveat being feature complexity, of course.) 6 Considerations for Creating Rules of Engagement.

Sales 98

Sales Upselling Enterprise SaaS 98

aircall

OCTOBER 25, 2018

Alex has a professional background in creating and leveraging targeted sales enablement content to produce qualified leads and increase sales efficiency. The growing buzz around sales enablement. Up until a few years ago, sales enablement was not a function that warranted any serious attention.

Sales 75

Sales B2B Outbound sales SaaS 75

ChurnZero

MARCH 18, 2022

A [Dave]: I personally think it’s misleading. A [Dave]: I would note in the footnotes that some people have opt outs, but personally they were not available to renew. My first answer is – just as a business finance-oriented person and former CEO – I like the notion of each CSM having their own MRR. They got lucky.

SaaS 98

SaaS Metrics Enterprise Surveys 98

aircall

JANUARY 6, 2022

Consultative selling, also known as needs-based selling, is a sales tactic in which the seller acts primarily as an advisor, focused on helping a prospect solve one or more critical business issues. The first role every sales representative must master — even before they make their first sales call — is that of a product expert.

Consulting 62

Consulting Consulting Sales Analytics 62

ChurnZero

SEPTEMBER 8, 2021

A year has gone by since the COVID-19 pandemic shuttered doors to in-person conferences, and the industry responded accordingly by converting most live events into virtual experiences. In response, some organizations have slatted in-person events for the tail end of 2021. . SaaStr Annual 2021 – September 27-29, 2021 San Mateo, CA.

Personalization 52

Personalization SaaS Upselling B2B 52

ShepHyken

NOVEMBER 18, 2022

This week, we feature an article by Kateryna Boiko, Marketing Director at Mobilunity , an organization that provides dedicated digital marketing and development teams to companies worldwide. The purpose of such relationships is to produce goods by one business, but not for a private person, but for another business.

B2B 168

B2B Customer Support Best practices Coaching 168

ShepHyken

AUGUST 4, 2023

In 2022 alone, over 422 million US citizens were impacted by some form of data breach resulting in their personal information being exposed to malicious actors. AI and machine learning programs are designed to identify anomalous events and suspicious behavior automatically, allowing security teams to develop intelligent incident responses.

Customer Experience 156

Customer Experience Technology Accountability Marketing 156

Beyond Philosophy

MAY 14, 2020

As a specialist in applying the science of influence and persuasion in sales, leadership, and coaching, Ahearn spoke to us about the six fundamental principles on how to influence people. So, Ahearn says that persuasion is about changing behavior to something the person probably would not do in the absence of your ask.

Consulting 420

Consulting Consulting Personalization Accountability 420

ShepHyken

APRIL 28, 2017

John Rampton, entrepreneur and investor, defines single customer view as: ❝…an accessible and consistent set of information about how a customer has interacted with your company, including what they have bought, their personal data, opinions, and feedback.❞. Do this time after time, and you’re now forming a relationship.

Customer Service 228

Customer Service Contact Center Technology Big data 228

ChurnZero

SEPTEMBER 16, 2021

There’s a common (albeit misplaced) fear among CSMs that sales talk will tarnish their customer’s trust and set fire to the relationships they’ve worked so hard to build. . But nothing could be further from the truth so long as you handle your sales conversations with tact, understanding, and integrity. .

Sales 52

Sales Upselling Morale SaaS 52

JustCall

MARCH 21, 2022

Sales training isn’t just about having the right tools and tricks up your sleeve. That’s why you need sales training to ensure that the behaviors that help win deals can be codified and shared with new hires and trainees. Preparing a training program for your sales team. Sales Training Program.

Sales 52

Sales Coaching Scripts CRM 52

Amity

AUGUST 30, 2018

Customer Success is still a relatively young discipline, and as a result, leadership teams are often unsure about where it fits into their organization. This would be a short-sighted move since Customer Success and Account Management are distinguished by more than just a naming convention. Phase I- Contract signed (Day 0 - 7).

Accountability 67

Accountability Management Upselling Customer centricity 67

Comm100

NOVEMBER 3, 2017

Social media is chaotic, but your social media team shouldn’t be! In order for your social media strategy to work, it’s important that your team be onboard with what you are trying to achieve, and have the knowledge and resources to help you achieve it. Where to Start. Structured Training. Formal Training. What about “Snap”?).

Marketing 45

Marketing Accountability Customer Service Feedback 45

Integrity Solutions

MAY 26, 2022

Of course, 2020 was a significant and uniquely challenging year for many reasons. With the onset of the pandemic, remote work and disruption put a strain on controls, training and in-person management and coaching. As a result, companies’ ethics and compliance teams had to regroup and address a range of new concerns.

Sales 52

Sales Morale Coaching Surveys 52

Beyond Philosophy

DECEMBER 10, 2021

Reichheld says the title reflects how the book is about living a purpose-driven life as an individual, team, and company. Reichheld says what motivates employees is being a valued team member winning with its customers and making customers’ lives better. Of course, things like “enrichment” are hard to measure.

Airlines 274

Airlines Metrics Accountability SaaS 274

aircall

SEPTEMBER 25, 2018

You’ll never get a better opportunity to analyze your own behavior, learn what mistakes you’ve made, and increase sales efficiency moving forward. Blame the marketing team. Review your sales readiness. The moment a sales prospect decides to go with another product isn’t the end of your relationship. Take your shirt off.

Sales 109

Sales Feedback Marketing Call Center 109

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. Over 1,000,000 people have taken one of his video-based training courses on LinkedIn Learning.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Nicereply

APRIL 30, 2020

Be all ears to your customers and let them boost your sales because of your ace customer services. Once your team has successfully helped the customer with the query, know if they need anything else. FAQs don’t have a touch of personalization, and you won’t be able to keep track of the widespread issues.

Sales 69

Sales Customer Service Upselling CRM 69

Amity

JANUARY 20, 2017

Customer Success is still a relatively young discipline, and as a result, leadership teams are often unsure about where it fits into their organization. This would be a short-sighted move since Customer Success and Account Management are distinguished by more than just a naming convention. Phase I- Contract signed (Day 0 - 7).

Accountability 72

Accountability Management Upselling Customer centricity 72

Kapta Customer Success

MARCH 11, 2019

It doesn’t matter if you’ve been a key account manager for a decade or two or are new on the job; everyone can improve. To be a successful key account manager well into the future, you need a proven track record of helping your customers grow their accounts through the products and services your company offers.

Coaching 53

Coaching Accountability Management Consulting 53

Quality Contact Solutions

SEPTEMBER 21, 2021

In addition, calling current members creates a personal touch, which is always appreciated. Of course, this all sounds great, but what if you do not have the time to make these calls? Promotions & Blitz Campaigns Is there currently a sale or promotion running on products or services your previous customers bought?

Customer retention 105

Customer retention call center professionals outsourcing Sales 105

Quality Contact Solutions

OCTOBER 7, 2021

Referrals, Referrals, Referrals Is your sales team asking for referrals from every customer? Build referral generating activity into your sales and marketing process. Of course, each is a very different medium, but the idea is still the same to help gain more customers. It is vital to gain more customers.

B2C 98

B2C B2B Engineering Call Center 98

Kayako

OCTOBER 23, 2017

Most teams believe that a response to their customer marks the end of a closed-loop feedback system. That’s because so many departments are involved in the feedback process: Support receive it, marketers ask for it , and product managers solicit it, but few departments are held accountable for making use of feedback.

Accountability 54

Accountability Feedback Chief Customer Officer Metrics 54

Integrity Solutions

SEPTEMBER 17, 2019

With more people working on teams—and with companies relying on teams performance more than ever—they need success tools to help them understand what the team needs not just as individuals but collectively. And teams are the engine that make it all possible. How Teams Get Off Track. Of course, it’s not intentional.

Engineering 68

Engineering Sales Accountability Management 68

Kayako

APRIL 29, 2019

He was right, of course, and Virgin is a shining example of a brand that has successfully differentiated its offering based on customer experience. Often front-line teams have an excellent pulse on the customer’s wants and needs. For customer-facing teams, this means accountability for customer service and outcomes.

Customer Service 65

Customer Service Employee engagement Customer centricity Entertainment 65

Solvvy

JUNE 22, 2022

NLU algorithms learn from different sources to develop an understanding of a person’s intent when they ask a question or make a statement. When powered by these technologies, a chatbot works more like a conversation with another person rather than a search engine. Provides reps with a smart handoff.

Chatbots 119

Chatbots Banking Self service Finance 119

ClientSuccess

JULY 31, 2019

While most CSMs will try their hardest to deliver amazing customer experiences, make data-backed account decisions, and escalate issues wherever applicable, there are always problems that are just out of reach. Patterns often emerge in customer accounts that give CSMs and their managers a deeper look into the reason behind churn.

Accountability 49

Accountability Metrics Benchmark Sales 49

DMG Consulting

SEPTEMBER 16, 2017

Should Customer Service be a Sales Channel? It’s standard procedure (and a requirement) to record sales calls, and in many cases both the call and screens are captured. Some recordings are reviewed by a quality management team who evaluate, score, and coach agents on their performance. Monthly DMG Newsletter. By Donna Fluss.

Sales 48

Sales Customer Service Contact Center CRM 48