ShepHyken

JUNE 8, 2023

This week, we feature an article by Sage , an international company that helps organizations of all sizes with accounting, payroll, and payment solutions. It discusses customer experience gaps that hinder profitability and how to close them. Are you providing as good of a customer experience as you think you are?

Customer Experience 156

Customer Experience Upselling Accountability Feedback 156

Integrity Solutions

NOVEMBER 29, 2022

While investing in sales training can produce a range of benefits, all of us in sales know it all boils down to the bottom line. Here are the sales training metrics you should be using to measure your success. How to Determine Sales Training Metrics. And that can jeopardize future budgets.

Metrics 87

Metrics Sales Coaching Accountability 87

ChurnZero

SEPTEMBER 14, 2021

There’s a common (albeit misplaced) fear among CSMs that sales talk will tarnish their customer’s trust and set fire to the relationships they’ve worked so hard to build. . But nothing could be further from the truth so long as you handle your sales conversations with tact, understanding, and integrity. .

Sales 94

Sales Upselling Morale SaaS 94

ShepHyken

JUNE 7, 2021

Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference by Jeannie Walters. Here she talks about how to conduct a customer interview. How to Upsell and Cross-Sell (4 Best Practices) by Jared Atchison. That’s the famous McDonald’s upsell question. Interesting concept!

Customer Service 338

Customer Service Customer centricity Government Upselling 338

Comm100

NOVEMBER 11, 2015

“Sales are contingent upon the attitude of the salesman–not the attitude of the prospect.”- Before you roll your eyes and point out that you don’t have a magic lamp to rub, consider your upselling game. How often do you actually succeed in getting customers to add a little something extra to their carts? Clement Stone.

Upselling 72

Upselling Sales Scripts B2C 72

ChurnZero

JULY 17, 2020

In some cases, the renewal process is owned by the Sales team (not the Customer Success team). Assuming that the Sales team owns the renewals, this blog will first address the question of which role within Sales should own the renewal process. Who in Sales owns the Renewal Process? Account Executive – A hunter.

Sales 59

Sales Chief Customer Officer Upselling Accountability 59

JustCall

NOVEMBER 24, 2022

The Intelligent Way to Use Sales Intelligence. What is Sales Intelligence? The ability to score more sales is a valuable skill. Often, this journey involves spotting qualified leads, building relationships, identifying stages of the sales funnel, and finally, closing the deal. That is where sales intelligence comes in.

Sales 52

Sales Marketing B2B CRM 52

Help Scout

MAY 27, 2021

When considering customer success and account management, it’s valuable to consider them as complementary teams rather than interchangeable groups or, worse, competitors. There are a few things that differentiate customer success from account management. What is account management? What is customer success?

Accountability 65

Accountability Management Upselling Education 65

Totango

JULY 5, 2022

Signs to look for when learning how to identify at-risk customers include: . Make the Most of Upsell Opportunities. Upsells are the result of the growth a customer has enjoyed because of your commitment to delivering lifetime value. Low Net Promoter Score (NPS). Low usage rates. Increase in support tickets.

Upselling 99

Upselling Accountability CRM Best practices 99

Nicereply

APRIL 22, 2021

Today, I’ll try to make a case for why it’s a good idea to measure satisfaction at various points in your customer journey and why I think it’s a great idea to measure satisfaction with your sales reps. If you like the idea, I’ll then show you how to set up a simple feedback program straight from your Pipedrive.

Sales 52

Sales Surveys Upselling Feedback 52

Totango

MAY 17, 2021

Tracking this alerts you to churn risks as well as upsell opportunities, empowering you to take appropriate action. Here we’ll cover what product engagement is, why you need to manage it, how to measure it and how to automate engagement tracking and management. It can also be considered in terms of account activity.

Management 62

Management Upselling Metrics Accountability 62

ChurnZero

JULY 22, 2021

By creating healthy boundaries, Customer Success and Sales don’t have to spend their days assessing and arguing over every expansion situation. Laying ground rules for how teams work together leads to greater productivity and efficiency while reducing cross-functional friction. 6 Considerations for Creating Rules of Engagement.

Sales 98

Sales Upselling Enterprise SaaS 98

ClientSuccess

MAY 10, 2022

The ‘sale’ of a new customer – aka the monetary amount of the contract – is often looked at as the be-all-end-all metric to determine the value of the customer. This number is also used to determine ARR (annual recurring revenue), which shows how much revenue will come in each year from this initial contract. .

Upselling 59

Upselling Metrics Accountability Sales 59

ChurnZero

OCTOBER 1, 2022

Why is it that the need for operations in marketing and sales is never questioned, yet Customer Success isn’t given the same allowance? How to harness the power of Customer Success to achieve sustainable growth with Valuize Chief Client Officer Emily Ryan and Industry Principal Tony D’Auria. Tony D’Auria: I have seen it.

B2C 97

B2C Upselling B2B Accountability 97

ChurnZero

SEPTEMBER 16, 2021

There’s a common (albeit misplaced) fear among CSMs that sales talk will tarnish their customer’s trust and set fire to the relationships they’ve worked so hard to build. . But nothing could be further from the truth so long as you handle your sales conversations with tact, understanding, and integrity. .

Sales 52

Sales Upselling Morale SaaS 52

Education Services Group

NOVEMBER 25, 2019

Instead, they’re simply “rebranding” their Account Managers as Customer Success Managers with little to no training or transition. Though both AMs and CSMs have a post-sales role, and AMs often make excellent CSMs with the proper change management and training, the two practices are certainly far from synonymous.

Accountability 59

Accountability Management Upselling Sales 59

JustCall

DECEMBER 7, 2022

You want to rev up your sales team performance to compete in this fast-paced world. But you don’t know how and where to start. Well, there are sales metrics and sales analytics software to take you closer to goals. What is Sales Analytics? Sales analytics uses technology to arrive at data-driven decisions.

Analytics 52

Analytics Sales CRM Metrics 52

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

aircall

FEBRUARY 1, 2021

Have you ever looked at a high-performing sales team and wondered what kind of sales team training empowered them to be the best? spend over $70 billion on sales training every year. How does your company compare with the national average? What Is Sales Team Training?

Best practices 62

Best practices Sales Call Center Coaching 62

Joe Rawlinson

MAY 29, 2019

Well, in this article, we’ll explore a few actionable ways that can help you to increase e-commerce sales and gain an advantage over your competitors. But although most e-commerce business owners understand the potential benefits of email marketing, few of them actually know how to use it effectively and get the most of what it has to offer.

Sales 102

Sales Upselling Customer Support Marketing 102

Totango

JULY 8, 2021

Many of the companies we talk to today all have the same challenge: they are sick and tired of firefighting their customer accounts. With this system, alerts are automatically generated about any customer who requires attention – be it a customer with deteriorating health or an upsell opportunity that is set to renew soon.

Upselling 65

Upselling Accountability Customer retention Metrics 65

CSM Practice

SEPTEMBER 18, 2020

In this Chat and Learn series, we invited Taylor Johnston, Director for Customer Success at Salesloft, a sales engagement platform that helps sales organizations deliver better sales experience for their customers. How to make sure they are coordinated? Small portfolio with large accounts. Sales/CS experience.

Upselling 52

Upselling Finance Customer centricity Accountability 52

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. So, if you’re ready to transform your customer feedback into a driving force for positive change, dive into this article and learn how to make the most of your customer surveys!

Surveys 83

Surveys Feedback Banking Best practices 83

TeamSupport

DECEMBER 7, 2020

On the other hand, when 70% or more of revenue comes from existing customers 1 , you must pay close attention to indicators that a customer might be increasing seats or adding user groups to ensure you don’t miss a valuable upsell opportunity. How do I create another user group?”. Upselling Other Products or Add-Ons.

Customer Support 98

Customer Support Upselling B2B Sales 98

JustCall

AUGUST 7, 2023

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. 6 Strategies on How to Use AI to Improve the Customer Experience 1. Plus, you can also cross-sell and upsell like a pro! Image Source 2.

Sales 52

Sales Chatbots Self service Accountability 52

JustCall

MAY 5, 2022

Ideally, your sales and customer support reps need real-time assistance. Agent Assist is a part of conversation intelligence that uses artificial intelligence and machine learning technologies to provide suggestions to sales and support reps during live conversations with a prospect or customer. Used by sales teams.

Sales 52

Sales First call resolution Average Handle Time CRM 52

Totango

APRIL 2, 2019

This is also a good time to add upsells to accounts that have high customer health scores. Health scores indicate which customers may be receptive to cross-sell or upsell offers and which ones might require extra attention from your success team. Customize Notifications and Health Scores. Gather Feedback.

Journey mapping 106

Journey mapping Upselling Accountability Feedback 106

CSM Practice

JANUARY 13, 2021

For many startup companies, the renewal process usually begins with the personnel in charge of the account reaching out to customers to start the renewal conversation. Account review and summary of previous interactions. Account review and summary of previous interactions. How to Scale the Renewal Process?

SaaS 98

SaaS Customer centricity Accountability Education 98

CustomerSuccessBox

NOVEMBER 2, 2021

A seamless handoff from sales to customer success to implementation is necessary to deliver the promised early value. CS professionals must have felt the grunt of a bad transition from Sales to Customer Success. Why are Sales to CS handoffs a tricky stage? The first step after a sale is successful is onboarding.

Sales 52

Sales Engineering Upselling Customer retention 52

Vcaretec

AUGUST 8, 2023

The multiple procedures that guarantee client satisfaction after you deliver products or services are known as after-sales services. Increase customer satisfaction level with email support outsourcing services Customer satisfaction is increased by after-sales services since they demonstrate your appreciation for your customers.

outsourcing 52

outsourcing Customer Care Sales industry standards 52

Andrew Mcfarland

SEPTEMBER 24, 2022

Before you jump from sales to project management, there are some things you should know. This is critical since many sales teams find their financials a complete mess when they hand the account over to project management. If you are considering transitioning from sales to project management, there are several things to consider.

Sales 48

Sales Management Construction Upselling 48

ClientSuccess

APRIL 28, 2021

While the sales handoff, implementation, and onboarding stages of a customer relationship are all very hands on and require a significant amount of communication, the ongoing maintenance, management, and growth stages can be a little trickier. . How to avoid getting ghosted by customers. Set up a quarterly executive review. .

Upselling 64

Upselling SaaS Metrics Accountability 64

CustomerSuccessBox

JUNE 8, 2022

Either they’re not getting the right results, or they’re struggling with, you know, showing value internally struggling with earn struggling with upselling, actually, I would say that that’s my forte, like value management to customers and increasing upsell. You want to do customer logo churn rate and numbers.

Management 52

Management Upselling Accountability Metrics 52

ClientSuccess

OCTOBER 2, 2019

We often hear the roles of Customer Success Manager (CSM) and Account Manager (AM) used interchangeably. The ultimate difference between a Customer Services Manager and an Account Manager is both in their area of concentration and how each target their customers. . Let’s talk about Account Managers first.

Accountability 47

Accountability Management Upselling SaaS 47

CustomerSuccessBox

MAY 9, 2022

The pros (new customer ARR, upsells) and cons (no new customer ARR, no upsells) should be highlighted on this Customer Success dashboard (downgrades and churn). It’s possible to improve the consumer targeting approach to better identify qualified clients for the sales funnel. Customer Success KPIs.

Metrics 52

Metrics Upselling Customer advocacy CRM 52

ClientSuccess

JULY 1, 2021

Ensuring everyone is on the same page is essential for customer success, and CSMs are often the quarterback of sharing account information. Skill #4: Sales (or sales-adjacent) Experience . Down the road, CSMs can bring in account managers to get into the nitty-gritty details. Skill #5: Empathy .

Upselling 52

Upselling Accountability Sales Management 52

Solvvy

JUNE 17, 2021

Automation and personalization also serve an important role in retention, sales enablement, and upsell opportunities. This intelligence also gives the opportunity for companies to upsell advanced support packages and seamlessly integrate them into existing support platforms. . Premium Service for Premium Customers.

Personalization 71

Personalization Customer Experience Chatbots Upselling 71