CSM Practice

JULY 6, 2020

After all, the very motive of these companies is to adapt to the situation, and further improve the overall performance through expansion selling strategies. To learn how to sell more to existing customers, we need to understand the changes that have taken place in the SaaS scene. 3. Changing Customer Priorities.

SaaS 71

SaaS Upselling Accountability Sales 71

Influitive

MAY 12, 2016

Today’s empowered customers expect the interactions they have with your sales and marketing teams to be highly personalized and relevant—which can make striking up valuable conversations with prospects challenging. That’s one reason why account-based marketing has become a popular strategy in recent years.

Accountability 61

Accountability Marketing B2B Customer advocacy 61

Horizon CX

FEBRUARY 29, 2024

Missed Opportunities for Upselling and Cross-Selling: Genuine care and personalized interactions create opportunities to upsell or cross-sell additional products or services. Lastly, let’s consider what steps organizations might take to get beyond perfunctory performance to meet and or exceed customer expectations.

Morale 52

Morale Customer centricity Upselling Feedback 52

Amity

AUGUST 30, 2018

Companies that don’t want to miss out on the trend of branding themselves as “customer-centric” might consider repackaging an existing team, like Account Management, as Customer Success. A key focus for Account Managers (AMs) is building strong relationships with their customers.

Accountability 67

Accountability Management Upselling Customer centricity 67

TechSee

JUNE 16, 2022

Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” Jim Iyoob, Chief Customer Officer at Etech Global Services. His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

CSM Practice

FEBRUARY 12, 2020

Since existing customers are usually more willing to buy, companies typically offer additional solutions and features in the form of upsells and cross-sells. This enables the company to deliver additional value to customers while generating more revenue. Qualitative data is obtained from customer-facing teams and personnel.

Upselling 52

Upselling Customer centricity Sales Accountability 52

Totango

FEBRUARY 6, 2020

This lets you anticipate customer needs and continually provide value: Access to Customer Data. Customer Lifecycle Management. Customer Success Software. Focusing on these customer success factors will help you operationalize customer-centricity across your enterprise. Proactive Engagement.

Enterprise 92

Enterprise Customer centricity Metrics Upselling 92

Amity

JANUARY 20, 2017

Companies that don’t want to miss out on the trend of branding themselves as “customer-centric” might consider repackaging an existing team, like Account Management, as Customer Success. A key focus for Account Managers (AMs) is building strong relationships with their customers.

Accountability 72

Accountability Management Upselling Customer centricity 72

Totango

NOVEMBER 27, 2023

After several years of relentless pursuit of new business, 2023 made it clear to many companies that growth at all costs is not a sustainable strategy. Predicting customer churn or potential customer issues to inform corrective steps to optimize the customer journey. Analyzing extensive datasets to forecast trends.

B2B 91

B2B CRM Enterprise Upselling 91

Beyond Philosophy

FEBRUARY 3, 2022

She also wants to know how to set up their Customer Experience improvement for success to be more customer-centric. In one of my books, Revolutionize Your Customer Experience , I delved into research about the nine internal areas that affect Customer Experience. They want to upsell, cross, sell, whatever.

Journey mapping 195

Journey mapping Customer centricity Consulting Consulting 195

CSM Magazine

DECEMBER 13, 2023

Lack of Cross-Sell and Upsell Capabilities This gap involves using strategies that integrate sales opportunities into customer interactions. Here’s how you can bridge this gap: Provide comprehensive training for customer service representatives that focus on cross-selling and upselling.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

Quality Contact Solutions

JANUARY 27, 2022

All these avenues provide great information if you’re like me, but the real benefit is they inspire me to think creatively about improving or tailoring new techniques to my specific product or service selling strategy to increase sales. The fact is, I need to inspire my customer-facing staff to leverage best practices to increase sales.

Sales 98

Sales Upselling B2C Best practices 98

Totango

FEBRUARY 6, 2020

This lets you anticipate customer needs and continually provide value: Access to Customer Data. Customer Lifecycle Management. Customer Success Software. Focusing on these customer success factors will help you operationalize customer-centricity across your enterprise. Proactive Engagement.

Enterprise 62

Enterprise Customer centricity Metrics Upselling 62

Global Response

JULY 3, 2023

A key—and often overlooked strategy—to developing these relationships is through your call center. Call centers aren’t just for solving customer problems and upgrading customer accounts: they’re essential channels to develop customer relationships and loyalty. As the saying goes—your customers make your business.

Call Center 62

Call Center outsourcing Customer centricity Upselling 62

Nicereply

FEBRUARY 2, 2024

By implementing effective customer success initiatives, you can help customers gain maximum value from your product, thus increasing customer happiness. This article examines what customer success is and why it’s important, and shares valuable tips to build a customer success strategy.

Education 59

Education Accountability Customer retention Journey mapping 59

Totango

APRIL 2, 2019

By mapping the customer journey stages, you can visualize the customer success cycle from the customer’s point of view, including their perceptions of received value and the actions customers take as a result. And that information helps you implement the right customer success strategy. Gather Feedback.

Journey mapping 105

Journey mapping Upselling Accountability Feedback 105

Totango

SEPTEMBER 13, 2022

Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes. A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. We’ll walk you through a five-step strategy to promote customer success using playbooks. Limit churn for a lower churn rate.

SaaS 86

SaaS Upselling Best practices Customer retention 86

Totango

MARCH 4, 2022

B2B customer service may be manual or automated. When delivered manually, it may be handled by dedicated customer service agents or by other company representatives, such as account managers and customer success managers. Defining B2B Customer Success. B2B Customer Success vs. B2B Customer Service.

B2B 91

B2B Customer Service Interactive Voice Response B2C 91

Nicereply

MARCH 16, 2022

Some treat Customer Experience as a synonym to Customer Success, others see Success and Support as part of the CX team, and still, others prefer it reports into Sales as a way to increase upsells and renewals. Olark is primarily a self-service product and because of that didn’t have a dedicated Customer Success Team.

Sales 111

Sales Customer Experience Upselling Self service 111

CustomerSuccessBox

NOVEMBER 17, 2021

When you take into account all these changes with your existing customers and your recurring revenue, what you get is the net revenue retention. It is as follows: Your monthly recurring revenue of the month (a) Revenue through upsells and cross-sells (b) Revenue lost due to downgrades (c) Churned Revenue (d).

Upselling 52

Upselling SaaS Metrics Accountability 52

JustCall

APRIL 3, 2023

Their main job is to drive regular communication and extend support to ensure customers are happy and satisfied with the product or service. Account management: The customer success team also manages customer accounts and ensures that they are getting the most value from your product or service.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

CSM Practice

MARCH 1, 2021

Peled shared how Salesforce transformed its traditional way of navigating customer relationship management into an unconventional yet innovative one. He tackled how Salesforce delivered a robust framework, which they converted as a tool to become more a customer-centric organization. Intelligently captures customer emails.

Chief Customer Officer 52

Chief Customer Officer Upselling Accountability Government 52

JustCall

AUGUST 7, 2023

These conversations may focus on customer pain points or aid solution discoveries, which guides a potential buyer into the sales funnel and through the purchase journey. Such a customer-focused relationship-building strategy fosters trust and credibility, which improves the probability of meeting sales objectives.

Chatbots 52

Chatbots Sales Surveys Upselling 52

Totango

AUGUST 18, 2022

By extension, the term is used in SaaS to describe the steps in orienting a new customer on how to start using your software product. Client onboarding procedures typically cover steps such as: Welcoming new customers. Assigning account managers. Activating accounts. Guiding customers through how to use basic features.

Journey mapping 92

Journey mapping SaaS Upselling Enterprise 92

ChurnZero

JANUARY 18, 2024

Here are some lines from the job description ( PDF copy here ) that stood out to us: “Develop a comprehensive customer-focused strategy aligned with the company’s overall objectives. Act as the voice of the customer within the organization, advocating for their needs and preferences during decision-making processes.

Chief Customer Officer 52

Chief Customer Officer SaaS Sales Upselling 52

Lumoa

AUGUST 8, 2023

According to Gartner research, leveraging the data obtained from direct customer feedback can increase the chances of upselling and cross-selling by 15-20%. This shows the tangible, bottom-line benefits of listening to your customers. It can be used to identify common themes or keywords within the data.

Surveys 83

Surveys Feedback Banking Best practices 83

CSM Practice

JANUARY 13, 2021

Some of the renewal management challenges for many businesses include : Lack of a customer-centric approach. Too many customers for current headcount. In this blog, we’ll delve into the cause of these problems and highlight the mindset, strategies, and best practices to scale the renewal process effectively. Technology.

SaaS 98

SaaS Customer centricity Accountability Education 98

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. We’ll cover these below, along with five best practices to follow when bringing a new customer success manager aboard your team. What Makes a Good Customer Success Manager?

Management 90

Management Upselling Coaching Best practices 90

Totango

JULY 28, 2021

To help customers achieve desired outcomes, success managers may perform duties such as: Helping customers set measurable customer-centric goals. Assisting with customer onboarding. Coordinating resolution of customer support issues. Suggesting upsells. Testing customer success skills.

Best practices 118

Best practices Management Brand ambassadors Upselling 118

SmartKarrot

NOVEMBER 24, 2021

It would help if you shifted your attention from being product-centric to customer-centric. . Customer-centricity is the key to comprehending where your customers are heading and how you can meet your customers at different journey points whenever required? . The concept of customer-centric thinking.

Customer centricity 10

Customer centricity Education Customer retention Upselling 10

CustomerSuccessBox

MARCH 21, 2022

A vision should be such that the customers have a clear picture to understand where the organization is heading towards. Where it is in alignment with the culture, business strategy, and values with the support of the senior leadership. The customer experience comes with the support of all the functions and not just one.

Chief Customer Officer 52

Chief Customer Officer Customer centricity Metrics Accountability 52

CustomerSuccessBox

MARCH 17, 2022

You should connect your company’s targeted outcomes to your client’s desired outcomes in order to do so in a customer-centric manner. Use the Customer Success Playbook to synchronize those two sets of objectives. A Customer Success playbook is a list of proactive, and best practice actions that CSMs must perform!

Customer advocacy 52

Customer advocacy Upselling SaaS B2B 52

CustomerSuccessBox

APRIL 6, 2022

The customer success (CS) team is critical in today’s customer-centric economy. The purpose of the team is to keep your hard-won clients and help them grow by strengthening the customer relationship. This results in higher customer satisfaction, which lowers churn and improves renewals.

Customer centricity 52

Customer centricity Journey mapping Feedback Government 52

ClientSuccess

FEBRUARY 13, 2019

Growing customer accounts and increasing customer lifetime value (CLV) is one of the biggest challenges customer success managers (CSMs) face in today’s subscription economy. With such a huge responsibility on their shoulders, CSMs need to be prepared to approach customer accounts with this growth-focused mindset.

Upselling 54

Upselling Accountability Customer centricity SaaS 54

JustCall

MARCH 28, 2023

Agile Methodologies in Customer Service Integrating agile methodologies into customer support teams can make them more accountable for business outcomes. Businesses should adopt a multi-platform social media strategy to give customers the freedom to choose their preferred mode of communication.

Customer Service 52

Customer Service Chatbots Analytics Upselling 52

JustCall

AUGUST 8, 2023

This simple strategy can not only address customer concerns but provide additional information and incentives to complete the purchase. Needless to say, AI will play an increasingly instrumental in making customers happy and brands profitable. Consider the following seven useful strategies: 1. billion by 2032.

Chatbots 52

Chatbots Abandon rate Customer centricity Personalization 52

CustomerSuccessBox

MARCH 10, 2022

In order to do so, you need to roll out NPS and customer satisfaction surveys and collect the reviews. For customer advocacy, write case studies, and ask for referrals! Figure out the upselling opportunities and act upon customer retention. And get alerts whenever there is a need to pay attention to their accounts.

Management 52

Management Customer retention SaaS Customer advocacy 52