Totango

JANUARY 30, 2020

Customer success and account management share common goals: Building customer loyalty and driving growth. Still, considering customer success vs account management reveals some insight into the contributions of both roles. Customer Success vs Account Management: How are They Different? Keeping Customer Goals in Mind.

Accountability 63

Accountability Management Upselling Enterprise 63

Lumoa

APRIL 28, 2024

But how can you support your customers on all the different channels they reach out on and offer a personalized yet unified response? They offer you one space where you can collect all the customer feedback, analyze it, report it, and adjust your cx insights strategy by collecting. That’s where customer experience platforms come in.

Feedback 83

Feedback Consulting Consulting Enterprise 83

CCNG

APRIL 27, 2022

I thought about the warehouse full of employees that were waiting to ship out orders the contact center teams took, and I thought about the dozens of account managers that were depending on the contact center teams to sell products and make their clients happy. I did the same thing with the account managers and clients.

CCNG 195

CCNG Contact Center Scripts Feedback 195

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. This would be a short-sighted move since Customer Success and Account Management are distinguished by more than just a naming convention.

Accountability 67

Accountability Management Upselling Customer centricity 67

Totango

AUGUST 16, 2022

Other types of apps that may support customer retention include software for dunning management, collecting user feedback, tracking customer loyalty and analyzing client behavior. Identifying customers in the market for upsell offers and referral invitations. Encouraging more significant product usage. Dunning Management: Profitwell.

Customer retention 98

Customer retention Upselling CRM SaaS 98

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. This would be a short-sighted move since Customer Success and Account Management are distinguished by more than just a naming convention.

Accountability 72

Accountability Management Upselling Customer centricity 72

Horizon CX

FEBRUARY 29, 2024

Without a sense of loyalty, customers may be easily swayed by competitors who offer a more personalized and attentive experience. Missed Opportunities for Upselling and Cross-Selling: Genuine care and personalized interactions create opportunities to upsell or cross-sell additional products or services.

Morale 52

Morale Customer centricity Upselling Feedback 52

Global Response

JULY 3, 2023

Call centers aren’t just for solving customer problems and upgrading customer accounts: they’re essential channels to develop customer relationships and loyalty. Personalized and Customer-Centric Interactions Step 1: treat your customers like the valuable individuals they are. Personalization starts with understanding.

Call Center 62

Call Center outsourcing Customer centricity Upselling 62

JustCall

MARCH 29, 2022

With new conversation intelligence tools that enable reps to be proactive and aim at growing accounts rather than just minimizing churn, they’re becoming a force to reckon with in revenue operations. . Subscription-based models do not limit customer relationships to one-time transactions and open the door to numerous upsell opportunities.

Customer Experience 98

Customer Experience Upselling Coaching First call resolution 98

CustomerSuccessBox

JUNE 24, 2022

It helps companies keep up with the accounts they’ve closed, and maintain, retain, and expand them. High renewal rates in SaaS provide a stable revenue source every month which helps you to focus on upsells, advocacy, and acquiring new customers. Upselling the right way. Check out SaaS upsell strategies.

Upselling 52

Upselling SaaS Customer advocacy Metrics 52

Totango

NOVEMBER 25, 2020

To prevent these churn-centered scenarios , organizations are increasingly turning to platforms like Totango to engage customers on a personalized level that their rivals can’t match. . Feedback metrics like NPS and CSAT scores. Number of Accounts. Accounts with Open High Priority Tickets. Account Coverage.

CRM 107

CRM Upselling Metrics Accountability 107

CCNG

OCTOBER 19, 2022

Temkin, 2017) After a bad experience, 30% of consumers tell the company, 50% tell their friends, and 15% provide feedback online. Oracle, 2022) The top three reasons a consumer would trust a brand are the quality of the product (66%), personal experience with the brand (53%), and consistency (32%).

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

SmartKarrot

OCTOBER 5, 2023

Account mining, or the practice of deepening relationships with existing customers to upsell or cross-sell, is the gold standard for sustained business growth. Let’s delve into this strategic playbook to maximize revenue through account mining. Let’s delve into this strategic playbook to maximize revenue through account mining.

Accountability 10

Accountability Upselling Journey mapping Feedback 10

JustCall

JANUARY 23, 2024

It consolidates all incoming messages from your business accounts into a single interface. It can show chats, emails, DMs, and even comments from the linked social accounts. You will not need to alternate between different accounts and chat threads. Accountability The WhatsApp Team Inbox provides transparency.

APIs 52

APIs Upselling Accountability Analytics 52

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. For example, a dedicated account manager and phone support for our highest value customers. What a fantastic model!

Sales 111

Sales Customer Experience Upselling Self service 111

ClientSuccess

NOVEMBER 2, 2022

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. . Ask for their feedback on potential product enhancements and ideas to give them a sense of ownership stake in your product.

Customer retention 70

Customer retention Upselling SaaS Accountability 70

ChurnZero

DECEMBER 7, 2023

With nearly 50% of their capacity spent on smaller accounts that accounted for around 10% of revenue, Smokeball ’s onboarding team felt overworked, and struggled to drive the most value during the onboarding process. Renewal / Expansion Hero: TruVideo Driving upsells and awareness with engaging in-app content. says Kevin.

Accountability 52

Accountability Upselling Sales Marketing 52

Totango

MARCH 4, 2022

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. In many cases, a dedicated customer success manager is assigned to an individual customer account. Social media. B2B customer service may be manual or automated.

B2B 91

B2B Customer Service Interactive Voice Response B2C 91

Totango

MARCH 6, 2020

The feedback your VoC efforts provide are the unique perspective of your own customers, and the actions you take based on that feedback add value to their experience. To make the most of your Voice of Customer (VoC) data you need to know when to request, share, and use feedback in your daily workflows to impress and serve customers.

Best practices 93

Best practices Upselling Feedback Enterprise 93

Callminer

JUNE 3, 2019

Let’s run through some of the triggers that send employees running in the other direction and how managers can help stop the cycle: Poor feedback is stunting agent growth. This holds especially true for call center agents who interact with thousands of customers per month, but only receive feedback on < 5% of these conversations.

Best practices 140

Best practices Average Handle Time Analytics Coaching 140

Totango

APRIL 2, 2019

Gather feedback. In some cases, you may need to include high-touch or personal, live touch efforts. This is also a good time to add upsells to accounts that have high customer health scores. That way, your team can immediately take advantage of upsell opportunities and repair low health scores. Gather Feedback.

Journey mapping 105

Journey mapping Upselling Accountability Feedback 105

Interactions

JUNE 24, 2022

Your IVA should be able to automate a variety of outbound communications such as notifying customers of important plan information, sending overage alerts and service reminders, and conducting surveys to collect feedback. Handle product support inquiries and increase upsell opportunities. Manage account information and payments .

Wait times 62

Wait times Self service Upselling Accountability 62

CustomerSuccessBox

JUNE 20, 2022

A customer succes software is specialized software that takes the customer data from your existing tech stack to provide you with a 360-degree view of your customers and their account health. Detect and Act on Upsell & Cross-sell Opportunities. Automate mundane tasks for Maximum Efficiency. Improve user onboarding.

Upselling 52

Upselling SaaS CRM Multi-channel support 52

ChurnZero

SEPTEMBER 14, 2021

If your customer can benefit from a product upgrade or feature upsell, then it’s your duty to make your customer aware of the opportunity. To give an example, Bryan outlined the hypothetical scenario of a CSM whose customer accounts for one division of a company that’s comprised of three divisions.

Sales 94

Sales Upselling Morale SaaS 94

Nicereply

MAY 16, 2023

You can also use this email to introduce your team and create a personal connection with the customer. __ Subject line: Welcome to [Company Name]! Your signature] Here’s an example from Restream: Upsell Email Template When it comes to growing your business , cross-selling and upselling to existing customers can be a great strategy.

Upselling 52

Upselling Feedback Best practices Personalization 52

JustCall

AUGUST 7, 2023

Source Conversational Sales is a sales approach that relies on personalized and interactive dialogs with prospects. Using AI in sales can add a layer of personalization while also automating workflows and processes for greater efficiency. What is Conversational Sales? to recommend products and services.

Chatbots 52

Chatbots Sales Surveys Upselling 52

JustCall

AUGUST 7, 2023

Personalization Limited personalization based on voice input Personalization based on user history Extensive personalization capabilities 8. If you’ve got a customer base that wants to manage their accounts or get account-specific information independently, conversational AI is the right fit for your brand.

Sales 52

Sales Chatbots Self service Accountability 52

SmartKarrot

OCTOBER 5, 2023

Businesses today strive to get growth from existing accounts and, the role of Enterprise Account Management has come to the forefront in that regard. Moving parts in Enterprise Account Management Enterprise Account Management is the central function within organizations tasked with managing and growing revenue with existing customers.

Enterprise 10

Enterprise Accountability Management Upselling 10

Totango

MARCH 10, 2020

To do that, we can use these 5 customer experience tips: Turn Customer Hopes into Personal Goals. Prioritize Escalations and Cherish Feedback. Turn Customer Hopes into Personal Goals. Prioritize Escalations and Cherish Feedback. This score is an effective account of the customer’s current mood.

Customer Experience 93

Customer Experience Upselling Feedback SaaS 93

CustomerSuccessBox

SEPTEMBER 7, 2021

Customers love services when they are personalized. Though personalization is an important factor, automation wherever possible makes it easy for the Customer Success Managers and the CS team. Suggested Reading: Automation vs Personalization in Customer Success. #4 It is a perfect mix of automation and personalization.

Journey mapping 96

Journey mapping Engineering SaaS Upselling 96

Nicereply

JANUARY 11, 2022

They are also more receptive to upselling and suggestions. Plus, by proactively contacting a wider audience, you’ll be able to source feedback from your entire customer base (not just the ones that write into customer service). Plus, you can always invite customers to reply to the email to give more feedback. Hi [Customer]!

Customer Service 98

Customer Service Surveys Feedback Upselling 98

JustCall

APRIL 3, 2023

It’s like extending a personal guide to your customers—one who is there to support them every step of the way. 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

Totango

MAY 3, 2019

Plus, current customers are more likely to make major purchases or upsells. Record customer feedback and make sure management reviews it, as feedback provides invaluable data that can help you identify bottlenecks along the customer journey. Then, act upon that feedback. Always keep the customer experience in mind.

Enterprise 78

Enterprise Upselling Feedback Advertising 78

ChurnZero

MARCH 24, 2023

For example, if you receive an end-user NPS response or notice a pattern in end-user NPS feedback that says, “I hate this product,” and then from the same account, you get decision makers or contract signers saying, “I love this product,” that’s a problem. Everyone started looking at the dollars and focusing on these upsells.

Upselling 98

Upselling Metrics SaaS Sales 98

ChurnZero

MARCH 24, 2023

For example, if you receive an end-user NPS response or notice a pattern in end-user NPS feedback that says, “I hate this product,” and then from the same account, you get decision makers or contract signers saying, “I love this product,” that’s a problem. Everyone started looking at the dollars and focusing on these upsells.

Upselling 97

Upselling Metrics SaaS Sales 97

JustCall

MARCH 10, 2023

Tips to Implement It: Welcome your customers with a personalized welcome message. You can provide progress updates and ask for feedback to ensure that they are getting the support they need. Offer personalized support to help customers overcome any challenges they may encounter.

Customer Support 40

Customer Support Feedback Upselling Accountability 40

CustomerSuccessBox

MARCH 10, 2022

Automation provides you the sixth instinct and an additional hand to create more productive engagements across all your accounts. By showing up for them every time their actions say so, and without them ever saying a word, you become more attuned to their personal reality and product experience. Alerts for new accounts.

SaaS 52

SaaS Upselling Education Accountability 52