Callminer

SEPTEMBER 14, 2020

For instance, to improve key call center metrics such as first call resolution , business analysts may recommend implementing speech analytics solutions to improve agent performance management. Carol Tompkins is the Business Development Consultant at AccountsPortal. Carol Tompkins. accountsportal. AmraBeganovich. Kirk Chewning.

Call Center 182

Call Center Analytics First call resolution Metrics 182

ChurnZero

JANUARY 25, 2024

CS teams are increasingly involved in the entire customer journey, not only shaping the customer experience but directly influencing revenue outcomes through renewals, upsells, and cross-selling. CSMs still need a consultative skillset for building trust, advocating for customers, and turning them into champions.

Education 52

Education Upselling Consulting Consulting 52

Totango

FEBRUARY 9, 2022

Finally, in a best practices scenario, contract renewal automation utilizes KPIs and analytics to track customer retention rates and review the performance of renewal procedures. The main con of renewal automation is that some customers may not want to renew without being consulted, even if they approved automated billing.

Customer retention 94

Customer retention SaaS Best practices Upselling 94

ProProfs Blog

APRIL 5, 2019

Companies are willing to spend large amounts of money for data analytics. A study by the Boston Consulting Group showed that companies that followed a data-driven approach to decision making could expect an increase of 20-30% in their earnings. And in all aspects, this shift has not been unwarranted.

Surveys 122

Surveys Upselling Employee engagement Sales 122

CSM Magazine

OCTOBER 12, 2022

Think about what a meaningful apology really is then consider running ‘sorry’ phrases through a speech analytics solution to understand the strength and sincerity of your agent apologies. Graeme Meikle is a Senior Consultant at Calabrio. One of Calabrio’s customers conducted this experiment with amazing results.

Coaching 52

Coaching Upselling Analytics Customer centricity 52

TeleDirect

JANUARY 9, 2019

Telesales & upsells. Part of our complete outbound services, telesales & upsells are a great way to increase revenue with existing clients. With on-point, actionable market research and analytics , TeleDirect puts valuable intelligence in the palm of your hand, which enables better business decisions in 2019.

Call Center 66

Call Center Business Process Outsourcing outsourcing Upselling 66

Calabrio

OCTOBER 24, 2016

For more than 10 years, Calabrio has helped brands of all sizes pave the path to superior customer engagement and, through this experience, we’ve found the right combination of consulting and contact center technology to help your brand turn customers into advocates. Analytics, Analytics, Analytics.

Contact Center 82

Contact Center Analytics Best practices Upselling 82

Totango

DECEMBER 28, 2020

It’s a head start that allows organizations to get right into the nitty gritty of real-time customer journey analytics and start building playbooks to tackle common customer scenarios. Identifies at-risk customers and upsell opportunities quickly. Presents detailed customer journey analytics and team impact.

Best practices 79

Best practices Upselling Analytics Technology 79

NobelBiz

JULY 25, 2023

Interaction Analytics often termed the keystone of customer engagement strategies, provides businesses with a profound look into customer behaviors, preferences, and patterns when engaging with products or services. What is Interaction Analytics?

Analytics 98

Analytics Call Center Scripts Contact center software 98

CSM Practice

SEPTEMBER 25, 2020

06:27 – Nick’s overview of cross-selling and upsell trends for existing customers. 07:44 – Irit shares her insights about companies looking to increasing budget for outsourcing and consulting services. What are some of the trends that you’ve seen for cross-sell and upsell for existing customers? The Interview: .

Upselling 85

Upselling Surveys Chief Customer Officer Consulting 85

Infinity

MAY 9, 2022

Conversation Analytics seamlessly logs each and every call, identifying which calls you’re missing and even showing you when those missed calls are most likely to happen. Conversation Analytics can monitor conversations to flags keywords or trends before you’re even aware of them, and it uses speech analysis to monitor sentiment during calls.

Metrics 52

Metrics Abandon rate Average Handle Time Analytics 52

TechSee

APRIL 10, 2018

These new practices rely heavily on technology and its proper integration and implementation, from data handling and advanced analytics to process adjustments, training and more. The 2016 Global Outsourcing Survey by Deloitte revealed that clients now expect enhanced and specialized services from outsourced consultants.

Call Center 139

Call Center Technology outsourcing Self service 139

ClientSuccess

APRIL 17, 2019

Jay Nathan , Founding Partner and Managing Director of Customer Imperative , which helps B2B SaaS companies services to help them grow and scale customer success, from analytics to strategy to execution. Prior to founding Customer Imperative in 2017, Jay spent over 15 years in the B2B SaaS / software space.

SaaS 45

SaaS B2B Upselling Engineering 45

CSM Practice

FEBRUARY 24, 2020

Revenue gained from set-up fees, consultancy services, credit adjustments, or non-recurring add-ons should be excluded when calculating ARR. Gross Revenue Retention (GRR) is the amount of revenue retained minus the revenue lost due to churn and downsell without considering the impact of cross-sells, upsells, or an increase in prices.

Metrics 52

Metrics Upselling SaaS Accountability 52

CSM Practice

FEBRUARY 12, 2020

Since existing customers are usually more willing to buy, companies typically offer additional solutions and features in the form of upsells and cross-sells. Many companies upsell after their customers express a need for additional services. Thinking Ahead. Document your expansion playbooks in detail for future recurring campaigns.

Upselling 52

Upselling Customer centricity Sales Accountability 52

ClientSuccess

APRIL 17, 2019

Jay Nathan , Founding Partner and Managing Director of Customer Imperative , which helps B2B SaaS companies services to help them grow and scale customer success, from analytics to strategy to execution. Prior to founding Customer Imperative in 2017, Jay spent over 15 years in the B2B SaaS / software space.

SaaS 40

SaaS B2B Upselling Engineering 40

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. check expiry dates, renew policies and products, and consult invoices. Case studies.

Chatbots 52

Chatbots Upselling Average Handle Time Analytics 52

NobelBiz

SEPTEMBER 26, 2023

Brad Butler, Contact Center Software Consultant @NobelBiz If you’re planning to step up your customer service and loyalty as a call center, we highly recommend this podcast episode: Master Call Center Customer Service in the Digital Age, with Jim Iyoob. Request a demo now to experience the future of customer service!

Personalization 59

Personalization Interactive Voice Response Customer Experience First call resolution 59

JustCall

APRIL 5, 2023

Organizations need to embrace the CSM approach to build a trustworthy relationship with customers and track their performance using customer relationship management analytics. Analytics can help you understand customer behavior and preferences, identify trends, and make data-driven decisions that positively impact your business.

Management 52

Management CRM Analytics Customer retention 52

SmartKarrot

OCTOBER 3, 2022

Apply here: [link] Role: Customer Success Manager #1437 Location: Dallas, TX, US Organization: Genius Road As a Customer Success Manager, you will assist Account Director and Delivery Manager with the current customer portfolio (clients and consultants) with ongoing communication to ensure strong retention.

Upselling 19

Upselling Coaching Best practices Consulting 19

CustomerSuccessBox

MAY 18, 2022

A dedicated AI-powered customer success platform aiding SaaS firms to onboard, retain, upsell and drive MRR. If you’ve wondered which company started a specialty consulting business operations focused on customer success, CSM practice might just be the market leader. CustomerSuccessBox. CSM Practice.

SaaS 52

SaaS Upselling Education Customer retention 52

Taylor Reach Group

MARCH 10, 2020

Companies are looking at customer insight, customer journey mapping, CSAT, customer acquisition, data analytics, culture and brand. Often, responsibility for the “CX” is tucked under marketing, as things like NPS/CSAT and data analytics often are. they aim to improve the client experience in some way.

Customer Experience 123

Customer Experience Journey mapping Customer retention Call Center 123

Outsource Consultants

APRIL 10, 2018

Improve your upselling strategy. Outsource Consultants are contact center experts with over 20 years of outsourcing industry experience that have spent thousands of hours vetting and analyzing the strengths and specializations of the industry-leading call centers. 3 Things Call Centers Should Avoid to Maintain Customer Loyalty.

Call Center 52

Call Center outsourcing Average Handle Time Scripts 52

SmartKarrot

NOVEMBER 24, 2022

Role: Customer Success Consultant Location: Remote, United States Organization: Phocas Software As a Customer Success Consultant, you will manage assigned accounts by developing and nurturing strong, positive, proactive relationships and understanding the customers’ business and technical needs. Apply here: [link].

Consulting 19

Consulting Consulting Upselling Education 19

SmartKarrot

JUNE 13, 2023

Role: Customer Success Manager Location: New York, NY, United States (Remote) Organization: Polar Analytics As a Customer Success Manager, you’ll have plenty of options in the future. For our clients, you would serve as a digital marketing consultant. You should also be in charge of maximising return on investment.

Upselling 19

Upselling Marketing Accountability Education 19

CSM Practice

FEBRUARY 24, 2020

Revenue gained from set-up fees, consultancy services, credit adjustments, or non-recurring add-ons should be excluded when calculating ARR. Gross Revenue Retention (GRR) is the amount of revenue retained minus the revenue lost due to churn and downsell without considering the impact of cross-sells, upsells, or an increase in prices.

Metrics 52

Metrics SaaS Customer retention Upselling 52

CSM Practice

FEBRUARY 24, 2020

Revenue gained from set-up fees, consultancy services, credit adjustments, or non-recurring add-ons should be excluded when calculating ARR. Gross Revenue Retention (GRR) is the amount of revenue retained minus the revenue lost due to churn and downsell without considering the impact of cross-sells, upsells, or an increase in prices.

Metrics 52

Metrics SaaS Customer retention Upselling 52

NobelBiz

JULY 10, 2023

By leveraging advanced algorithms and machine learning, AI enables predictive analytics, enhanced personalization, and automated workflows. Say hello to personalized interactions, predictive analytics, and efficient workflows. Also, AI-powered analytics help call centers to accurately target and engage high-quality leads.

Contact Center 40

Contact Center Call Center Interactive Voice Response Chatbots 40

CSM Practice

FEBRUARY 24, 2020

This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. Improving usage rates can lead to higher retention, expansion into additional features, lower churn, and easier upsells and cross-sells.

Metrics 52

Metrics Education Upselling SaaS 52

ClientSuccess

OCTOBER 2, 2019

An Account Manager (or AM for short) goes after existing customers with the goal of renewing, cross-selling, and upselling the company’s product. AMs rely on the bottom line revenue generation from customer renewals, cross-sells, and upsells. They act in an advisory and analytical capacity. Defining the Role of a CSM.

Accountability 47

Accountability Management Upselling SaaS 47

SmartKarrot

JUNE 2, 2023

With a keen analytical eye, examine all client deliverables (such as reporting, analysis, and content) to make sure they are provided on schedule and error-free. As a Customer Success Manager, you’ll provide product consultancy and training remotely or on-site. Whitespace potential for upselling.

Education 19

Education Upselling Consulting Consulting 19

ShepHyken

SEPTEMBER 7, 2023

Account management Offer workshops on relationship-building, active listening, and consultative selling for identifying upsell or cross-sell opportunities. Customer health monitoring Train your team on the tools and analytics platforms you use to monitor customer health.

Customer centricity 338

Customer centricity B2C Feedback Upselling 338

JivoChat

AUGUST 18, 2021

Chatbots can provide service at all hours, increase customer satisfaction, upsell customers, and even boost conversion rates. Review analytics. Reviewing analytics can show you the weak points in your sales funnel and let you improve customer experience at the same time. Offer omnichannel support. Your customers are everywhere.

Customer Experience 52

Customer Experience Chatbots Customer retention Feedback 52

ProProfs Blog

MARCH 15, 2019

The consultancy stated compelling statistics that are sure to help you take a final call about live chat. Opportunities where support operator can upsell a product or service. Feature #4: Visitor Reports, Chat Ratings, and Analytics. 63% visitors claimed they are likely to return to a website that offers live chat.

Automotive 98

Automotive CRM Healthcare Upselling 98

CSM Practice

FEBRUARY 24, 2020

This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. Improving usage rates can lead to higher retention, expansion into additional features, lower churn, and easier upsells and cross-sells.

Metrics 52

Metrics Education Best practices Accountability 52

CSM Practice

FEBRUARY 24, 2020

This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. Improving usage rates can lead to higher retention, expansion into additional features, lower churn, and easier upsells and cross-sells.

Metrics 52

Metrics Education Best practices Accountability 52

SmartKarrot

JANUARY 7, 2022

Contribute to building and refining the training and support customers receive by using analytical skills and the ability to compile and collate data to derive insight and action. Lead online webinars, consultations, and one-on-one demos to educate customers on the features of the product.

Upselling 19

Upselling Consulting Consulting Accountability 19