CustomerSuccessBox

MARCH 10, 2022

Automation provides you the sixth instinct and an additional hand to create more productive engagements across all your accounts. Alerts for new accounts. As soon as a new account is assigned, ensure sure the customer success manager is notified and is able to contact the customer right away to kick-start the relationship.

SaaS 52

SaaS Upselling Education Accountability 52

SmartKarrot

MAY 12, 2023

In today’s highly competitive business landscape, managing and nurturing key accounts has become a critical aspect of organizational success. Key Account Management (KAM) is a strategic approach that focuses on developing long-term, mutually beneficial relationships with a select group of high-potential customers.

Accountability 10

Accountability Management Revenue potential Upselling 10

Totango

OCTOBER 20, 2022

CSMs act as the voice of the customer bringing user experience feedback to the product team. Customer success managers are critical at SaaS companies, where they help deliver results that promote subscription renewals and upsells. CSM role duties may vary by company. What Makes a Good Customer Success Manager? Problem-Solving.

Management 91

Management Upselling Coaching Best practices 91

JustCall

APRIL 3, 2023

Account management: The customer success team also manages customer accounts and ensures that they are getting the most value from your product or service. Renewals and upsells : Another important area of responsibility for the customer success team is driving customer renewals and identifying opportunities for upsells.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

Totango

JANUARY 29, 2021

A customer success playbook is a game plan which lays out the specific procedures you will use to help an individual customer or group of customers achieve their goals. Successful customers become more likely to make cross-sell and upsell purchases. Keep your playbooks current through monitoring and feedback. Escalation.

Best practices 80

Best practices Benchmark Upselling Accountability 80

SmartKarrot

JULY 7, 2023

In today’s competitive business environment, no business can sustain itself without being mindful of critical aspects like Account White Space. In this write-up, we are going to introduce you to critical concepts like account white space, mining white space, farming white space, etc. What is Account White Space Analysis?

Accountability 10

Accountability Upselling B2B B2C 10

Totango

FEBRUARY 10, 2021

Incorporate customer feedback. Onboarding: actions your customer takes after purchase to become an active user of your product or service (such as activating their SaaS account and setting up their profile). For example, you might segregate all customers who have five or more users on their account.

Customer retention 85

Customer retention Journey mapping Benchmark SaaS 85

Totango

OCTOBER 29, 2019

You’ll see how valuable these skills are when your customer success team drives retention, lowers churn, and collects customer feedback. Not only will your CS team solve customers’ problems, but they will also help customers have a voice within your company by sharing and acting on their feedback. 5: Collect Customer Feedback.

Upselling 61

Upselling Feedback Customer advocacy Accountability 61

Hodusoft

OCTOBER 19, 2022

If the caller falls in the age group of 25-30 and doesn’t have any retirement scheme, the agent can recommend the customer to open a PF (provident fund) account. Helps in upselling and cross-selling By leveraging data analytics of contact center software, a business can create customer profiles.

Contact center software 52

Contact center software Contact Center Finance Abandon rate 52

JustCall

APRIL 5, 2023

Before we look at the top 7 customer success management tools, ensure that the CSM tool you select can: Identify and create accurate customer profiles Capture customer data, history, and feedback in real-time. As a part of this process, the customer success manager: Organizes welcome emails Sets up their account Resolves queries, etc.

Management 52

Management CRM Analytics Customer retention 52

Totango

AUGUST 18, 2022

Assigning account managers. Activating accounts. It also promotes higher product usage, increases the likelihood of upselling purchases and encourages customers to become enthusiastic brand advocates. Close the loop with customers with negative feedback to help resolve issues before they get passed onto another team.

Journey mapping 93

Journey mapping SaaS Upselling Enterprise 93

Lumoa

NOVEMBER 29, 2021

Companies receive real-time feedback in massive volumes if they only start listening to their customers. Most organizations, that receive large amounts of customer feedback data, can buy text analytics solutions that help in making sense of the data and transform the chaotic customer voice data into structured info.

Customer Experience 103

Customer Experience Metrics Feedback Banking 103

SmartKarrot

MARCH 20, 2023

Customer Success Manager, you’ll control the strategic and enterprise accounts’ post-sales customer experiences, including onboarding, product adoption, customer relationships & advocacy, renewal/expansion, and so on. creating and carrying out chances for upselling and expansion. expansion of brand-new goods.

Upselling 19

Upselling Enterprise Technical Support Finance 19

SmartKarrot

DECEMBER 6, 2022

Represent the voice of the customer by collecting and sharing data, metrics, insights, feedback, and stories. Lead an internal cross-functional process group that provides a customer journey governance framework that is used to monitor and continuously improve processes that directly or indirectly touch the customer.

Coaching 19

Coaching Education Government Upselling 19

Inbenta

DECEMBER 14, 2021

They can push promotions in a specific timeframe and recommend or upsell insurance plans by making suitable suggestions at exactly the right moment. Support diversification by recommending, cross-selling, or upselling appropriate products. Ask: Provide account access and support. Engage: Get feedback, receive complaints.

Chatbots 52

Chatbots Upselling Average Handle Time Analytics 52

SmartKarrot

APRIL 25, 2023

Apply here: [link] Role: Customer Success Manager Location: Edmonton, AB, United States (Remote) Organization: Compass Search Group LLC As a Customer Success Manager, you’ll create and build great relationships with your clients by comprehending their wants and objectives. Conduct thorough account reviews and training sessions.

Journey mapping 19

Journey mapping Upselling Accountability Feedback 19

CSM Practice

MAY 22, 2022

This strategy aims at targeted onboaarding by creating segments or customer groups. . Low-touch customers – This customer group is managed by automated techniques rather than having a dedicated CSM. There’s nothing like having a proper onboarding strategy in place ahead of time. Most of the churn happens at this stage.

Brand ambassadors 59

Brand ambassadors SaaS B2B Customer retention 59

CSM Practice

APRIL 13, 2021

Customer success managers often encounter obstacles and pressure in retaining and keeping numerous accounts. Identifying opportunities for upselling and cross-selling is one thing a CSM must deliberately focus on to implement proactive expansion selling. Define the strategy for each significant account. Challenges.

Management 52

Management Customer retention Upselling Accountability 52

SmartKarrot

JUNE 13, 2023

Determine chances for upselling and create an upselling funnel using the current client base, and build relationships with the important parties whose client accounts you handle, assist in maintaining and improving those relationships and systems.

Upselling 19

Upselling Marketing Accountability Education 19

SmartKarrot

NOVEMBER 28, 2022

Work closely with Technical Account Managers and the development team to integrate, troubleshoot technical issues and provide 2-way feedback from and to customers. Identify upsell opportunities. Identify opportunities for upselling and cross-selling along with the Account Managers. Apply here: [link].

Upselling 19

Upselling Best practices Accountability Feedback 19

SmartKarrot

APRIL 6, 2023

Own important team KPIs, including as renewal forecast, activity management, upsells, adoption, and churn Rate the effectiveness of adoption strategies to accelerate value realisation and shorten time-to-value for our products. Manage your group to meet the GRR, NRR, and customer satisfaction targets that you’ve set.

Coaching 19

Coaching Upselling Accountability Engineering 19

Amity

SEPTEMBER 7, 2016

Eventually, I began leading a team of Customer Success Managers in our corporate group, and now I lead the mid-market group as well -- the biggest chunk of HubSpot’s customers. I alluded to how things were 7 years ago: 4 CSMs looking over 250 accounts. Let’s use our corporate group as an example.

Upselling 0

Upselling Metrics Accountability Customer retention 0

Totango

MAY 21, 2019

They trust your brand and are more likely to spread word-of-mouth advertising or accept an upsell. In order to do this, you need to communicate with your customers, listen to their feedback, and constantly be on the lookout for new ways to provide value. To pinpoint why your customers may be churning, begin with data.

Customer centricity 86

Customer centricity Education Upselling Advertising 86

SmartKarrot

JULY 29, 2022

Can successfully manage their book of business on their own with minimal involvement from senior management and consistently hit target upsell goals. Ability to pitch to new clients and upsell/sell new products to current clients without the support of senior leadership. Ensure retention and growth of associated clientele.

Upselling 19

Upselling CRM SaaS Accountability 19

SmartKarrot

JANUARY 12, 2023

Document user feedback for product solutions, working directly with the development team. Manage account renewals for your customer base, collaborating with group managers on quarterly business reviews, retention strategy and upsell initiatives. Apply here: [link]. Maintain, update and further develop the knowledge base.

Technical Support 19

Technical Support Engineering Best practices Upselling 19

SmartKarrot

SEPTEMBER 2, 2022

Build & Sustain relationships with identified accounts by becoming a trusted advisor to decision makers and executive buyers. Act as an internal advocate for customers by providing client feedback. As a Customer Success Manager, you will oversee your book of business from onboarding to renewals and upsells.

Upselling 19

Upselling Customer advocacy Coaching Feedback 19

Amity

APRIL 3, 2017

Customer Success Managers should get into the habit of checking the CSAT of the most recent interaction(s) their accounts may have had with support. This will help them have a better picture of the overall account sentiment. and be sure to follow up on the feedback (good, bad and ugly). Also, measure post-onboarding feedback.

Upselling 70

Upselling Metrics Feedback Accountability 70

Lumoa

JULY 10, 2018

Companies receive real time feedback in massive volumes, if they only start listening to their customers. Most organizations, who receive large amounts of customer feedback data, can buy text analytics solutions which help in making sense of the data and transform the chaotic customer voice data into structured info.

Customer Experience 121

Customer Experience Metrics Banking Feedback 121

SmartKarrot

JUNE 9, 2022

Create accountability across customer-facing teams by developing appropriate metrics and coordinating compensation and promotions with these metrics. Deliver feedback to Product and Engineering based on customer needs and requests. Work with the Sales Director to drive ARR growth through upsell, cross-sell and price increases.

Upselling 19

Upselling Engineering Technical Support Metrics 19

Amity

SEPTEMBER 25, 2017

I started early on in a blue-collar, manufacturing background doing account management and account services. I then lived in Mexico for a year and did some account management there, which I continued to do when I returned to Michigan. How is your team structured, why, and how has that structure evolved over time?

B2C 0

B2C SaaS Accountability B2B 0

SmartKarrot

OCTOBER 20, 2022

Account management. You’ll hold recurring meetings, handle client requests, and monitor account health. Handle feedback. Incorporating client feedback is essential to long-term growth. Develop and execute on account/success plans. Drive client retention, renewals, upsells and client satisfaction.

Customer advocacy 19

Customer advocacy Enterprise Best practices Upselling 19

SmartKarrot

FEBRUARY 3, 2022

Collaborate with growth marketing and broader BetterUp leaders to unify all field-based account efforts and amplify outcomes. Work closely with the Aprimo executive sponsor for each strategic account to ensure a consistent and close executive relationship. Effectively support account managers to retain existing clients.

Upselling 19

Upselling Customer advocacy Accountability B2B 19

SmartKarrot

MARCH 23, 2023

To give input on what “delights” our customers in addition to reviews with a rating of four or higher, and to use that feedback to systematically improve our customer experience. Accountability for maintaining and growing a designated base of accounts. Controlling extensive client accounts.

Upselling 19

Upselling Accountability SaaS Education 19

Amity

NOVEMBER 16, 2016

Increased customer upsells /cross sells. Customers guiding our product with amazing feedback. Really think through these points and make sure you are accounting for what they need to learn over the next couple of weeks. This group is our go to. Decreasing overall time to value for customers within your product.

Accountability 81

Accountability Feedback Upselling SaaS 81

SmartKarrot

NOVEMBER 30, 2022

Role: Customer Success Director Location: Edmonton, AB, Canada (Hybrid) Organization: Drivewyze As a Customer Success Director, you will lead, coach, and mentor a high-performing team accountable to manage the deployment of software for the customer fleet organizations. Apply here: [link].

Coaching 19

Coaching Accountability Upselling Metrics 19

JustCall

NOVEMBER 24, 2022

Studies by TAS Group and Harvard Business Review have also shown that companies that implement a s ales process see sales increase of up to 28 % compared to companies that don’t. But according to the Objective Management Group, as many as 68 % of all sellers do not follow a Sales Process at all! Step 8 – Ask for feedback.

Sales 52

Sales B2B Surveys CRM 52

GetFeedback

MAY 9, 2019

F or CXM to be successful, you need two components: real-time feedback (across the entire customer journey) and data analytics to close the gap between what customers expect and their perception of the experience that is currently being delivered. From this feedback, you can identify trends and opportunities to improve customer experience.

Customer Experience 134

Customer Experience Metrics Journey mapping Feedback 134