ClientSuccess

AUGUST 31, 2020

You’ve done your research, gone through the sales cycle, and made your decision. Implementing a new customer success platform for your CSMs and successfully onboarding your customers can set the stage for long-term, high-value account relationships, so it’s important to get it right. First of all, congratulations!

SaaS 105

SaaS Accountability Metrics Sales 105

ClientSuccess

JANUARY 19, 2021

As a refresher, the customer journey is the complete picture of an entire customer account relationship. From the minute the account is handed off to a CSM from sales to their ongoing renewals or eventual termination, the customer journey encompasses every step of the processes and workflows along the way. Want to learn more?

Accountability 69

Accountability CRM Sales Management 69

Talkdesk

APRIL 12, 2016

TOPO Sales Summit 2016 was a whirlwind of information, insights and debate. With two days of content, four tracks and 30+ sessions and workshops, TOPO Sales Summit 2016 really packed a punch. The Talkdesk team spent both days at the conference soaking in tips and tricks from speakers and attendees alike. Click to Tweet.

Sales 40

Sales Big data call center software Best practices 40

Nicereply

MAY 4, 2022

It is one of the most important ways you can build meaningful relationships with your customers, strengthen their trust in your brand, and ultimately drive new sales. If you’re not reaching them in real-time, you might be losing sales. Know what support to give in each stage of the sales funnel. Improve your response time.

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Best practices Self service Sales Surveys 98

ClientSuccess

DECEMBER 19, 2022

This playbook should include tips on how to diagnose problems, define troubleshooting processes, and provide resources that can be used to help solve customer issues. Upselling & Cross-Selling Playbook: CSMs are responsible for ensuring that customer relationships remain strong and can be leveraged for additional sales opportunities.

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Upselling Education Best practices Sales 72

ClientSuccess

JULY 1, 2021

Here are five essential skills every successful CSM needs to have in 2021, with tips and tricks on developing these skills this year: Skill #1: Flexibility. Ensuring everyone is on the same page is essential for customer success, and CSMs are often the quarterback of sharing account information. Skill #5: Empathy . Want to learn more?

Upselling 52

Upselling Accountability Sales Management 52

ClientSuccess

JULY 5, 2017

For customer success leaders, these roadblocks or pitfalls can be the tipping point between customer satisfaction and customer churn. 5 Common Success Post-Sales Pitfalls. Understanding Post-Sales Lifecycle Management. Pitfall #1: The Sales Handoff (Poor Knowledge Transfer). The Sales Handoff Strategy.

Sales 40

Sales Upselling Best practices SaaS 40

ClientSuccess

JANUARY 10, 2020

By joining in customer conversations early on – even during sales conversations – CSMs can start to lay the groundwork with these key customer groups. . Ask for feedback – and take this into account. . The sales onboarding process is a key factor in establishing long-term customer loyalty and building a strong customer relationship.

Best practices 65

Best practices Metrics Feedback SaaS 65

ClientSuccess

JANUARY 10, 2020

By joining in customer conversations early on – even during sales conversations – CSMs can start to lay the groundwork with these key customer groups. . Ask for feedback – and take this into account. . The sales onboarding process is a key factor in establishing long-term customer loyalty and building a strong customer relationship.

Best practices 64

Best practices Metrics Feedback SaaS 64

ChurnZero

DECEMBER 6, 2019

They might also be asked to talk to prospects in the pre-sales stage, work with account executives to close important deals, or foster lasting relationships with partners. . Need more tips for finding the perfect personalized gift? Advice from Customer Success Experts: Best Practices for Year-End Planning eBook.

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Best practices B2B Customer centricity CRM 80

ChurnZero

DECEMBER 27, 2019

5 Tips f or Dealing with An Angry Customer (The Right Way!) . PS: In our second addition of CSM Confidential, we tackle how to deal with a difficult Account Executive, get budget buy-in, and respond to execs who don’t think CS is essential. . Advice from Customer Success Experts: Best Practices for Year-End Planning eBook.

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

ClientSuccess

SEPTEMBER 3, 2020

If you are looking to build out your Client Success team, read these helpful tips here. . At Omniture, one of our Strategic CSMs in EMEA was assigned to a strategic account that was a Global Fortune 100 company. I’ve tried all three models over the years and prefer the third model: Base + Variable. Three CSM Compensation Models.

Management 111

Management Upselling Sales Accountability 111

CSM Practice

FEBRUARY 12, 2020

However, most companies are at a disadvantage because they use the same sales strategy for both new and existing customers. Most companies are at a disadvantage because they use the same sales strategy for both new and existing customers. This enables the company to deliver additional value to customers while generating more revenue.

Upselling 52

Upselling Customer centricity Sales Accountability 52

NobelBiz

JUNE 13, 2023

And to add salt to the injury, scam calls make up most of the robocall deluge, accounting for 25.9 You can learn more about what can negatively impact your numbers and how to avoid them by downloading our free on-demand eBook (Call Labeling and Blocking for Contact Centers). billion or 44% of all robocalls, according to USAToday.

Telemarketing 97

Telemarketing Contact center software Contact Center Feedback 97

Nicereply

NOVEMBER 21, 2023

They provide quick, actionable insights that you can use to optimize specific stages of your customer experience strategy, from sales and onboarding to customer support. We’ll take a closer look at these design aspects that customer experience professionals should take into account when conducting an NPS survey.

Surveys 59

Surveys B2B Feedback Education 59

Vonage

MARCH 26, 2018

They tackle the toughest questions and they’re highly accountable to both the company and the customers they serve. Because companies typically view support as a cost center, not a revenue-driver like marketing or sales, their budgets are limited, giving them little room to grow. So how do you empower your customer support team?

Customer Support 65

Customer Support Feedback Sales Surveys 65

Toister Performance Solutions

NOVEMBER 5, 2019

And I bought them both on Amazon's website because I prefer ebooks. He asked a few questions about what I was looking for, pulled up my account to confirm my sizing, and got me started in a dressing room with a few options. The low hanging fruit is on the sales floor. The physical store was a showcase. or "How's your day going?"

Sales 71

Sales Accountability Customer Service Personalization 71

ChurnZero

DECEMBER 20, 2019

C S and Sales strengthen their bond. . As we move into 2020, I envision a stronger alignment between C S and Sales. I recommend looking to Sales/Sales Op erations teams as the guide. Sales won’t pass GO and collect until a customer is successful. . Sales and CS collaborations create “pods” of sales.

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

Noble Systems

MARCH 19, 2021

From sales and marketing to customer support to technology resources, SMBs must be nimble and responsive. Advanced call center features can help your SMB grow with the ability to manage a variety of programs, including marketing, lead generation and sales, customer service, helpdesk support, collections, surveys, and more.

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call center software Call Center Interactive Voice Response Contact Center 98

ClientSuccess

APRIL 19, 2019

In this post when I refer to the term “engagement model”, I’m referring to the process in which your organization approaches the management of the customer during their journey post sales. The more the deal is worth, the more resources can be assigned to the prospect account as the deal amount would cover the associated expenses.

Enterprise 44

Enterprise SaaS Best practices Accountability 44

LiveChat

JANUARY 21, 2016

When a chat doesn’t end up with a sale or a signup immediately, it doesn’t mean that you missed your chance. In this episode of Tips Under 10 Minutes , we’ll explore the lead capturing methods that LiveChat opens up. Start off by creating a Zapier account. Getting live chat leads from Archives.

Scripts 39

Scripts APIs Accountability Marketing 39

ChurnZero

FEBRUARY 7, 2020

A hybrid of soft and hard skills is a must with top skills including SaaS, Salesforce, CRM, Account Management, and Customer Retention. billion in sales in 2016, up from a mere $57 million in 2011.” – McKinsey & Company, Thinking inside the subscription box. Top hiring cities include SF, NY, Boston, Chicago, D.C.

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SaaS Transportation B2C Customer retention 64

ClientSuccess

APRIL 7, 2017

Quarterly reviews aren’t just for sales teams—these built-in review periods are a great way to step back and determine what is working and what needs to be re-tooled. Before we go any further, let’s clear the air: Quarterly Business Reviews (QBRs) aren’t just for sales teams. Meet Internally With Sales, Product, and Marketing Teams.

Upselling 41

Upselling Best practices Sales Accountability 41

Calabrio

JUNE 9, 2016

Digital channels now account for 42% of all contact center interactions. Consider the following scenario: Michelle is thinking of opening a new checking account, but she’s not sure if she wants to go with Bank A or Bank B. Below are the top three insights from the report and what you can do to make sure your business stays ahead.

Benchmark 40

Benchmark Contact Center Banking Accountability 40

ClientSuccess

OCTOBER 5, 2017

CSMs no longer have to rely on telephone calls, paper surveys, or even tedious spreadsheets that house account information. Affecting both sales and customer success teams (and, in reality, entire organizations), new competitors and startups in the marketplace are throwing a curve ball at CSMs and their leaders.

SaaS 41

SaaS Best practices Accountability Technology 41

ChurnZero

JANUARY 15, 2021

We’ll move from simply a “post-sale” job function to a complete corporate culture that aligns our goals to the customer’s desired outcomes. Brian Hoffman , Account Executive, ChurnZero. Download this eBook to arm yourself with: Ways to overcome the 13 most common leadership objections.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

REVE Chat Blog

MARCH 4, 2020

It should be a continuous process for businesses as lead generation strategies keep on evolving and impact business topline i.e. Sales. B2B lead generation is the primary level in the sales funnel that helps turn your target audience into potential customers. The B2B lead generation model shows the different sales funnel.

B2B 71

B2B Best practices CRM Sales 71

JustCall

AUGUST 12, 2022

They let your customers have relevant information at the tip of their fingertips even when a representative is not available. If your sales or support teams are overflooded with phone calls, an automated response describing the situation can assist you in choosing additional time and understanding from clients. Massive Notifications.

voip 52

voip Advertising Wait times Sales 52

LiveChat

JULY 22, 2016

Affiliates act as extended sales and marketing departments of the merchants and help the customers choose products. The most commonly used one is pay per sale model which is based on the revenue sharing when a merchant pays an affiliate the percentage of the sale. Affiliate marketing can provide you with a steady flow of income.

Marketing 47

Marketing Advertising Sales SaaS 47

LiveChat

NOVEMBER 22, 2017

Other forms of content you can create include podcasts, videos, case studies, white papers, quizzes, ebooks, etc. Advanced SEO Tips from Brian Dean. 62 percent of companies that designed a website solely for mobile had increased sales. Mobile devices account for two out of every three minutes spent online.

Marketing 44

Marketing Engineering Advertising Sales 44

ChurnZero

APRIL 3, 2020

Ensure that Sales brings the right people to the table when you kick off the relationship and you start having those goal and outcome discussions at that time. So, for the next account that Sales hands off to you, do it right from the very beginning. Q: Do you have any sneaky tips for investigating customers before an EBR?

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Journey mapping SaaS Sales Consulting 52

ClientSuccess

APRIL 20, 2017

Back when Paul first started working with customers, “Customer Success” was considered a hybrid between account management and customer service. He believes many organizations are wrestling with questions like, “How can I justify this department separate from Sales?” The Rise of SaaS and Customer Success.

SaaS 40

SaaS B2B Engineering Best practices 40

Kayako

JUNE 9, 2016

If that’s $45,000 a year, then that’s only a bump to $47,500 – and translates into even less after taking taxes into account. In Peggy Mckee’s ebook How to Ask for a Raise at Work , there are some important questions to use to evaluate your work and the value you have contributed to your company. Have you used these tips?

Customer Support 49

Customer Support Chief Customer Officer Management Benchmark 49

ClientSuccess

OCTOBER 17, 2018

Our team has recently implemented a “top tip” sharing as part of our weekly team meeting, and it’s had a huge impact. The more you can do this, your processes and operations become more repeatable and scalable, and ultimately allow you to accurately forecast the health of an account based on your operations. Submit your answers here.

Best practices 56

Best practices Chief Customer Officer Customer advocacy SaaS 56

Kayako

JUNE 9, 2016

If that’s $45,000 a year, then that’s only a bump to $47,500 – and translates into even less after taking taxes into account. In Peggy Mckee’s ebook How to Ask for a Raise at Work , there are some important questions to use to evaluate your work and the value you have contributed to your company. Have you used these tips?

Customer Support 48

Customer Support Chief Customer Officer Management Benchmark 48

LiveChat

FEBRUARY 22, 2016

Discount codes for the checkout page, premium accounts. TIP: Learn how to turn your data into satisfaction from our data-driven support management ebook. TIP: Is your business ready for going mobile? While discussing, you will find out which goals are common for both support and sales teams and which should be separated.

Marketing 44

Marketing Real estate CRM Personalization 44

Playvox

JUNE 6, 2023

Here are seven proven tips. Educate and Rally Your C-suite Champions Investing in contact center management software and in contact center agents benefits all areas of the company –sales, marketing, HR, operations, etc. Download the Playvox eBook : Succeed In Uncertain Times: Building a Business Case for WFM

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Contact Center Finance contact center solutions Contact center software 66