CSM Practice

OCTOBER 15, 2019

Mature companies run their renewal analysis through dedicated renewal managers or a renewal operations team for best results. The team also conducts in-depth churn/renewal analysis to identify patterns and present possible solutions to mitigate churn. 3. Optimize Business Capabilities.

Benchmark 40

Benchmark SaaS Journey mapping Analytics 40

Fonolo

JULY 5, 2023

How they approach upselling opportunities Upselling is something that all your customer-facing employees should be doing — not just sales. It requires some nuance in your collection and analysis. What industry do you work in?” 30 Call Center Tips and Tricks You Can’t Live Without 3.

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

SmartKarrot

JANUARY 30, 2024

This information, coupled with an industry-standard framework known as the OGSM model (Objectives, Goals, Strategies, and Measurement), forms the basis of a success plan. Expanded Commercial Responsibilities: Customer success teams will be entrusted with renewals and upsells.

Management 10

Management Enterprise industry standards Analytics 10

SmartKarrot

JANUARY 30, 2024

This information, coupled with an industry-standard framework known as the OGSM model (Objectives, Goals, Strategies, and Measurement), forms the basis of a success plan. Expanded Commercial Responsibilities: Customer success teams will be entrusted with renewals and upsells.

Management 10

Management Enterprise industry standards Analytics 10

Balto

AUGUST 3, 2022

We asked respondents which of the following activities their agents engage in on the phones: Upselling to customers (encouraging them to purchase a higher-end product) Cross-selling to customers (encouraging them to purchase related items) Asking for online reviews Gathering customer information for marketing purposes (ex. Azoulay, P.,

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

SmartKarrot

MAY 21, 2021

Deliver meaningful, strategic, and tactical insight to the leadership team through customer feedback, business goals, key performance indicators, and customer analysis. Accelerate customer lifetime value by defining the customer journey across all customer segments up to enterprise. Identify opportunities for continuous improvement.

industry standards 10

industry standards Metrics Upselling Enterprise 10

Fonolo

FEBRUARY 9, 2023

Even more astonishing is that most call centers would name the identical target value for that metric: the magical “80/20.” You might be thinking that this standard is based on careful analysis. Whatever the story is, clearly we need to approach this “standard” with skepticism. There is no 80/20 rule or principle at all.

Service level 142

Service level Call Center Abandon rate Metrics 142