CrazyCall

AUGUST 8, 2019

Customers call, agents resolve their queries, managers supervise, all things seem to run their course… STOP! That’s why we’ve neatly packed everything into an Ebook that you can download and get back to anytime you want and need. Download Ebook. What about the work output, its monitoring and optimization?

Call Center 52

Call Center Metrics Abandon rate Management 52

ClientSuccess

JULY 13, 2021

They’re project managers, act as a liaison between customers and other teams, escalate incidents and issues, keep customers moving forward in their project plans, and are responsible for the general well-being of customer account health. eBook: CSM from the Trenches: Customer Success Best Practices from 20+ Executives.

Accountability 52

Accountability SaaS Upselling Best practices 52

ClientSuccess

DECEMBER 12, 2022

When making a switch from one compensation plan to another for your Customer Success Managers (CSMs), it’s important to make the transition as smooth and considerate as possible. The introduction of a Base + Bonus plan is an excellent way to incentivize Customer Success Managers and encourage better performance. Base + Bonus.

Management 87

Management Accountability Sales Upselling 87

Kapta Customer Success

OCTOBER 2, 2017

The terms Key Account Management and Customer Success are often used interchangeably within organizations. Key Account Management Versus Customer Success. The goals of both Key Account Management and customer success are to retain and build relationships with customers. Relevant Industries.

Accountability 40

Accountability Management B2C Upselling 40

ClientSuccess

OCTOBER 5, 2020

When a new customer first comes onboard with an organization, the CSM will map out the customer lifecycle journey that highlights areas of growth potential within an account. Customer ROI goes beyond the monetary value of an account. Increasing ROI with better customer relationship management.

Management 80

Management Revenue potential Accountability Metrics 80

CrazyCall

DECEMBER 5, 2018

It will make them more prepared for the time when they have to manage the calls on their own. Simply encourage upper management to listen to successful calls and personally praise the agent. There is no way to optimize one’s work that taking into account his feedback. Celebrate great results. Praise from the top. Make it clear.

Call Center 91

Call Center Best practices Scripts Feedback 91

aircall

JULY 25, 2022

We’ve got a lot of experience helping SDR managers understand their team’s performance through numbers, so we’ve short-listed the eight metrics our clients and partners (and our own sales teams!) or strategic priorities (SMB, big accounts, etc.). The right technology and the right sales acumen will make your sales team unstoppable.

Metrics 62

Metrics Sales Management Accountability 62

Playvox

JANUARY 11, 2024

Managing forecasting, scheduling, and agent productivity in a call center is a lot like searching for the fountain of youth. While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM). What is Workforce Management for Call Centers?

Call Center 52

Call Center Schedule adherence call center workforce Management 52

ChurnZero

MARCH 14, 2024

Every customer success leader has encountered or will eventually encounter a book shift: the process of reassigning accounts between different customer success managers. In the relatively new field of customer success, however, you might not have the benefit of this experience within your own team—which is why we’re here to help.

Best practices 52

Best practices Accountability Management Metrics 52

Beyond Philosophy

JANUARY 12, 2015

Philosophy #3: Emotions are a huge part of any Customer Experience, in fact according to our research it accounts for over half of an experience. My new eBook examines these philosophies as well as shows real world examples of these principles in action. All attendees will receive a discount code for 50% off the eBook.

Customer Experience 409

Customer Experience Employee engagement Consulting Consulting 409

ClientSuccess

SEPTEMBER 3, 2020

In this post, I’ll address the most frequent question I’m asked by customer success leaders—what is the best compensation plan for Customer Success Managers (CSMs)? Compensation Plans for Customer Success Managers (CSMs). There’s wide debate in the customer success discipline regarding the best structure for a CSM compensation plan.

Management 111

Management Upselling Sales Accountability 111

Playvox

APRIL 19, 2023

Excellent time management is crucial in a contact center. What Is Time Management? Time management is the process of planning how to divide your time among activities. In a customer support center, poor time management skills can have several not-so-desirable implications for customer experience.

Time management 56

Time management Contact Center Management Schedule adherence 56

Noble Systems

JUNE 2, 2020

Sophisticated technologies and call center management software solutions have become increasingly important in helping companies provide consistently great experiences for their contact center customers. Contact center management automation can help companies target a number of critical initiatives to overall performance.

Call Center 80

Call Center Management Contact Center First call resolution 80

Playvox

MAY 24, 2023

Choosing the right call center workforce management metrics to monitor and manage in your customer support center is essential for the success and longevity of the customer experience. Workforce management metrics provide crucial insight into how well you are planning your workforce. What Is Workforce Management?

call center workforce 52

call center workforce Metrics Schedule adherence Call Center 52

ClientSuccess

FEBRUARY 1, 2022

If you’re going through a merger or acquisition or want to ensure your team is prepared to manage M&A if and when the opportunity arises, here are six fail-proof steps to implement a seamless, pain-free process for your customers. Manage through the change. Research the details. Ready to learn more?

Management 52

Management Revenue potential SaaS CRM 52

Influitive

MAY 12, 2016

That’s one reason why account-based marketing has become a popular strategy in recent years. Instead of “spraying and praying” broad marketing messages, ABM requires brands spend time crafting ultra-personalized campaigns targeted at specific accounts. Learn how to make your account-based marketing more effective with advocacy.

Accountability 61

Accountability Marketing B2B Customer advocacy 61

ClientSuccess

JANUARY 30, 2023

As a general industry rule of thumb, each CSM should be able to manage about $2 million in ACV (some may base it on ARR). Generally speaking, the more ACV per CSM, the fewer customers they will be able to manage effectively over the course of a year. In that case, your CSMs will need to spend considerable time on each account.

Best practices 70

Best practices Accountability SaaS Enterprise 70

ClientSuccess

JUNE 17, 2019

In today’s world of SaaS customer success, most CSMs and/or Account Managers are held to some sort of revenue goal. This is what’s commonly known as joint account planning. Joint account planning takes customer success a step further by analyzing and strategizing how a specific customer account could grow.

Accountability 42

Accountability Upselling SaaS Feedback 42

ClientSuccess

FEBRUARY 1, 2021

After a whirlwind 2020, one of the biggest takeaways in the customer success space is that flexibility, visibility, and customer communication are the foundational keys for making any account be successful. If the last year taught customer success managers anything, it was to be prepared for the unexpected.

Accountability 104

Accountability SaaS Education CRM 104

SharpenCX

JUNE 23, 2021

You need powerful analytics to monitor, measure, and manage your agents and your interaction data during the day. It can be hard to manage. So, start with KPIs to shape your performance management and build a plan to reach your goals. Did you and your WFM managers staff your call center appropriately? Call Quality.

Contact Center 101

Contact Center Abandon rate Management Metrics 101

ClientSuccess

JANUARY 4, 2021

A customer success manager’s relationship with a customer account doesn’t just begin and end at random. A CSM manages and owns a customer account throughout their entire partnership with a vendor organization, from the minute a sale closes throughout many rounds of renewals. eBook: Implementing Customer Success.

Customer centricity 104

Customer centricity Accountability Metrics Sales 104

SmartKarrot

FEBRUARY 21, 2023

The case for a renewed focus on account management What is Account Management? The account management process in a nutshell The account management process can be best summarized in these six simple steps: Customer Objectives: What does your customer want to achieve and how will it be measured?

Accountability 10

Accountability Management SaaS Finance 10

ClientSuccess

FEBRUARY 8, 2023

So if you’re looking for answers on how best to manage customer renewals, then read on! The Account Executive (AE) that closed the initial – new logo – sale continues to collaborate with the CSM throughout the relationship and owns any expansion opportunities and the renewal.

SaaS 71

SaaS Upselling Accountability Sales 71

Russel Lolacher

OCTOBER 16, 2022

In this episode of Relationships at Work, Russel chats with productivity expert and author Mike Vardy on our relationship with time management in the workplace and how we can look at it differently. Why “time management” is the wrong term. The trial and error of time management personalization. ” Mike Vardy.

Time management 98

Time management Management Personalization Government 98

JivoChat

OCTOBER 25, 2022

You will have to create an account on Google AdSense and follow the instructions to embed a code Google will provide you with. Sell Ebooks. That’s an opportunity to gain even more with your content by creating an ebook. . The ebook must provide valuable information so people see a reason to buy it.

Advertising 75

Advertising Sales Marketing Best practices 75

CSM Magazine

JANUARY 29, 2020

There are eBooks online that both teachers and students can utilize when they need to research. School management should hold a meeting with all the stakeholders and explain the objective that certain technology is supposed to achieve. If they genuinely feel it’s not appropriate, school management should halt the implementation.

Technology 52

Technology Management Education Entertainment 52

Beyond Philosophy

JANUARY 26, 2015

Celebrating the launch of this new eBook, I am hosting a LIVE webinar focusing on what it takes to evoke the best emotions from your Customer Experience and the vital role of the conscious and subconscious experience with real-world examples. All attendees will receive a discount code for 50% off the eBook.

Customer centricity 257

Customer centricity Government Customer emotions Consulting 257

ClientSuccess

NOVEMBER 2, 2022

Over the years, customer success manager roles have expanded to include many different responsibilities. Bridging the gap between customers and a product team is critical, from managing customer implementations to ongoing account maintenance. Keep tabs on customer satisfaction and account health. . 3 Tips That Can Help!

Customer retention 70

Customer retention Upselling SaaS Accountability 70

Nicereply

AUGUST 3, 2021

Ideally, you’ll have an account manager in addition to a team lead. The account manager is your primary point of contact—the person you call when something is changing, you need to plan for the future, or the team isn’t meeting your goals. The team lead supervises your agents and manages the day-to-day operations.

outsourcing 98

outsourcing Accountability Business Process Outsourcing call center professionals 98

ClientSuccess

AUGUST 10, 2022

This Customer Success Score should take into account multiple KPIs, including: Product and platform usage rates. Customer sentiment and account health. How is your team managing your customer success KPIs? eBook: Ultimate Guide to Customer Success Metrics. User adoption percentages. User feedback and NPS.

Metrics 78

Metrics SaaS Customer retention Accountability 78

ShepHyken

JANUARY 18, 2019

This post is an excerpt from Humach’s latest eBook, The Guide to CX Success , which can be found here. These agents will be more skilled and will function more as account managers than reps. It’s that time of year again. Time to start planning for your 2019 customer experience initiatives.

Customer Experience 232

Customer Experience Airlines Average Handle Time Contact Center 232

ClientSuccess

OCTOBER 12, 2020

If there is one thing that customer success managers have learned throughout the ups and downs of 2020, it’s that there is no such thing as being too prepared. The best way to stay on top of changing customer sentiments and shifting account goals is to put proactive strategies in place to better handle these kinds of situations.

Journey mapping 59

Journey mapping SaaS Accountability Metrics 59

Playvox

JANUARY 25, 2024

Are you taking the right steps to evolve toward workforce engagement management? Workforce optimization tools automate the operational performance management processes, providing added muscle to workforce management (WFM), quality management (QM), agent coaching , analytics, and reporting. What is Workforce Optimization?

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77