CSM Magazine

MAY 23, 2023

So, whether you want to learn the importance of customer service for mechanical engineers or any other field, be sure to give this article a read! Investing in specialized customer service also provides opportunities for upselling and cross-selling products or services.

Customer Service 52

Customer Service Upselling Engineering Personalization 52

Interactions

JULY 24, 2019

In addition, inaccurate orders cost time and money, and missed upsell opportunities are countless. Provide guests with digital ordering using text or voice and reduce average order and wait times while increasing order accuracy and upsell yields. Reporting and Analytics : Use your data to do more and serve more.

Upselling 54

Upselling Wait times Engineering Analytics 54

CSM Practice

SEPTEMBER 28, 2020

Because of this, customers were more likely to start planning their engineering sprint cycles to include our solution earlier on. Preventing implementation issues not only decreased renewal risk but it also increased the chance of upselling. . Long-story short, managing renewals and upsell should never simply happen upon renewal.

Management 52

Management Upselling Engineering SaaS 52

Call Journey

JUNE 23, 2019

It’s a busy month of June for Call Journey, the leading pioneer in Conversation Analytics, as it takes part in another headliner contact center event of the year. Call Journey aims to help businesses on how to: Maximize Upsell & Cross-sell opportunities. We are pleased and honored to once again be a sponsor of CCW. “We

Engineering 40

Engineering Analytics Upselling Scripts 40

Call Journey

JUNE 23, 2019

It’s a busy month of June for Call Journey, the leading pioneer in Conversation Analytics, as it takes part in another headliner contact center event of the year. Call Journey aims to help businesses on how to: Maximize Upsell & Cross-sell opportunities. We are pleased and honored to once again be a sponsor of CCW. “We

Engineering 40

Engineering Analytics Upselling Scripts 40

CustomerSuccessBox

FEBRUARY 2, 2022

Drive a gentle upselling process. One of the most obvious goals of an acquisition is to increase upsells of your product. The best way to succeed is to take a gentle, educational approach, and a referral procedure from existing CSMs to the appropriate upsells team. Learn about the strategies to increase upsells!

Upselling 52

Upselling Education Accountability Engineering 52

AWS Machine Learning

NOVEMBER 15, 2023

Principal is conducting enterprise-scale near-real-time analytics to deliver a seamless and hyper-personalized omnichannel customer experience on their mission to make financial security accessible for all. The CCI Post-Call Analytics (PCA) solution is part of CCI solutions suite and fit many of the identified requirements.

Analytics 111

Analytics Interactive Voice Response Average Handle Time Contact Center 111

Totango

SEPTEMBER 17, 2021

A free version of your product can be promoted on search engines and social media. Creates Upsell Opportunities. A free version of your product gives your sales team an opportunity to extend an upsell offer. You can use product analytics to gather vital business intelligence about what freemium users are doing with your product.

SaaS 74

SaaS Best practices Upselling Journey mapping 74

TechSee

APRIL 10, 2018

By turning a potential threat into a secret weapon, BPOs utilize the power of technology as a strategic differentiator, as well as an additional revenue source and growth engine. Technology sales also generate additional service opportunities, upsells, longer term contracts, etc. – Customer-Driven Opportunity.

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

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

JustCall

AUGUST 8, 2023

It uses emerging technologies such as machine learning algorithms, natural language processing, and predictive analytics to personalize the shopping experience while optimizing operations. This can be done by implementing robust analytics tools into the existing workflow to gain insights and identify patterns.

Chatbots 52

Chatbots Abandon rate Customer centricity Personalization 52

Mindtouch

OCTOBER 23, 2017

If you’re contacting support, aren’t you already aggravated that you couldn’t find a resolution yourself through your favorite search engine or on the vendor’s website? Renewals and upsells matter more. Speak to a support agent via chat? According to major industry research firms (Gartner, Forrester, etc.),

Self service 65

Self service Upselling SaaS Customer Support 65

Mindtouch

JANUARY 5, 2017

Product and Engineering, Marketing, Sales, Support, and Customer Success all need to know what the customer wants to understand, how they are obtaining that information, and why. The knowledge and support a customer needs to master using your product or service, leading to renewals, upsells, and ultimately brand-loyal promoters.

Upselling 59

Upselling Engineering Sales Analytics 59

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. Work collaboratively across departments to implement the company’s strategy with marketing, product, design, education, and engineering.

Upselling 19

Upselling Marketing Accountability Engineering 19

SmartKarrot

OCTOBER 3, 2022

Interact with other areas of their business to ensure customer success, such as Product and Engineering. Work with your assigned Strategic Account Manager (SAM) to meet retention and upsell goals. You will have mapped out all Customer retention activities and customer upselling to prevent churn and expand preezie commercial footprint.

Upselling 19

Upselling Coaching Best practices Consulting 19

TeamSupport

JUNE 15, 2020

We wrote a support application that allowed for sharing data and collaboration between Support, Engineering, Product, and Sales. Helpful when upselling opportunities exist and to improve retention. Your technology fills the gaps between Data Analytics and Intelligence, and Communications. That’s the beauty of it!

B2B 64

B2B Self service B2C Customer Support 64

Mindtouch

JULY 25, 2017

By expanding KCS to non-Support departments, you can empower these roles to become part of the knowledge creation engine. What information can you expose to customers to encourage an upsell or renewal? One of the central tenets of KCS is the collective ownership of the knowledge. They also know what it is that customers don’t know.

Self service 59

Self service Best practices Upselling Analytics 59

SmartKarrot

OCTOBER 31, 2022

Identify and achieve targets on renewal rates, customer satisfaction, expansions and upsells. Review customer usage analytics and identify customers at risk of churn. Partner with Sales team on renewals, upsells, cross-sells, and expansion opportunities.

Upselling 19

Upselling Best practices Coaching Engineering 19

SmartKarrot

JUNE 3, 2022

Serve as a customer advocate internally while effectively collaborating with internal teams including product management, sales, design, QA, and engineering. Provide client with best practices on mobile and marketing analytics Drive AppsFlyer feature adoption with clients. Create upsell and cross-sell opportunities with clients.

Engineering 19

Engineering Best practices Upselling Sales 19

The Petrova Experience

FEBRUARY 17, 2021

According to Google Analytics, 53% of consumers ABANDON a site if it takes longer than 3 seconds to load. I do realize that at the enterprise level, web speed goals may be with business partners or IT engineers, but think about the insight here. Others miss out on this upsell opportunity. Yet, we continue to fail them.

Healthcare 59

Healthcare Feedback Upselling Engineering 59

SmartKarrot

MARCH 1, 2023

Strengthen business analytics to support efforts that are essential for long-term growth. Coordinating with Product and Engineering to identify and track local customer requirements. Find new service opportunities and/or create upsell opportunities in close collaboration with the Coalfire Sales and Delivery teams.

Enterprise 19

Enterprise Upselling Accountability Coaching 19

SmartKarrot

SEPTEMBER 23, 2021

Develop and execute custom adoption and expansion plans through excellent analytical, problem-solving, project management and technical skills. Drive cross-sell, upsell, and expansion opportunities within your territory. Identify opportunities to improve the customer experience.

Upselling 19

Upselling Advertising Analytics Coaching 19

SmartKarrot

MARCH 16, 2023

Use data and analytics to enhance CS performance, have an impact on product strategy, and promote revenue performance predictability. Be a champion for customer feature requests and collaborate across departments with our product and engineering teams to advance projects.

Upselling 19

Upselling Coaching Engineering Accountability 19

JivoChat

JUNE 8, 2021

Not sure which is the best upsell app for Shopify? But given that upsell apps can increase revenue by an average of 10-30%. And that it’s 68% more affordable to upsell an existing customer than acquire a new one, you know you can’t afford to miss out any longer. Types of Upsell Apps for Shopify. Bold Upsell.

Upselling 52

Upselling Analytics Sales Personalization 52

SmartKarrot

FEBRUARY 1, 2022

Oversee customer onboarding, strategic business reviews, success plans, contract renewals and upsell opportunities. Collect, analyze, and share customer outcomes with data analytics around analyze customer health metrics, NPS, other feedback. Own metrics related to the successful onboarding, retention, and growth of Teampay customers.

Accountability 19

Accountability Healthcare Upselling Metrics 19

SmartKarrot

JUNE 16, 2022

Apply here: [link] Role: Customer Success Manager Location: London, England, United Kingdom Organization: ChannelAdvisor As a Customer Success Manager, you will be driving the adoption of Brand Analytics within the assigned book of business. Developing a trusted advisor relationship with clients and internal stakeholders.

Customer advocacy 15

Customer advocacy Best practices Government Upselling 15

SmartKarrot

JANUARY 7, 2022

Work with the Engineering team to resolve customer issues. 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. Partner with Consulting and Product teams on upsell, cross-sell, and expansion opportunities.

Upselling 19

Upselling Consulting Consulting Accountability 19

Talkdesk

MAY 3, 2017

They identify dissatisfied customers, successful sales agents, interested prospects, and upsell opportunities from call recordings. VoiceBase – VoiceBase Speech Analytics Dashboard provides a powerful visual summary of your Talkdesk contact center calls through customizable rules based or machine learning KPIs.

Contact Center 40

Contact Center Call Center Upselling SaaS 40

Amity

SEPTEMBER 25, 2017

Customer Operations means everything from Customer Success to Customer Support, Engineering Support, and Professional Services. My team’s time is divided between analytics, customer conversations, firefighting, and setting up the customer base for future success. What does a typical day look like for a member of your team?

B2C 0

B2C SaaS Accountability B2B 0

Enghouse Interactive

JULY 10, 2018

The goal is to not have members repeating themselves every time they interact with your company.Not only does the 360 degree view allow for easier service but it also allows you to anticipate members needs, and then upsell. Use journey analytics to drive better experiences. What are journey analytics? Read the full study here.

Self service 40

Self service CRM Contact Center Analytics 40

GetFeedback

AUGUST 16, 2018

Customer success can spot upsell opportunities, or prioritize red accounts that need extra love. Bounce rates and time on site can be measured through whichever analytics program you use for your knowledge base. However, you can drive serious business growth with NPS by making the data accessible to all. How do you measure it?

Metrics 79

Metrics Customer Service Surveys Self service 79

Pointillist

JULY 25, 2018

Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Learning how to choose the best customer journey analytics platform is just the start. Steps to Implement Customer Journey Analytics. By Swati Sahai.

Analytics 93

Analytics Government APIs Metrics 93

SmartKarrot

DECEMBER 10, 2020

Role: Director of Customer Success – (Must have experience with HR Tech) Location: London, England, United Kingdom Organization: Expert Executive Recruiters As a Director of Customer Success, you will be responsible for owning EU Enterprise and Mid-Market book of business with targets on net retention (with main KPIs on low churn and upsells).

Upselling 10

Upselling Enterprise Accountability Engineering 10

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. What are the customer experience maturity levels? .

Customer Experience 134

Customer Experience Metrics Journey mapping Feedback 134

SmartKarrot

MAY 31, 2021

Evaluate and implement methods to generate revenue from Customer Success through upsells and renewals. Become an expert on the Daasity app and the integrations, while keeping up with industry trends in data analytics in the direct-to-consumer space. Act as the customer advocate in influencing product roadmap and improvements.

Upselling 10

Upselling APIs Accountability Engineering 10

SmartKarrot

JUNE 30, 2020

Identify upsell and cross-sell opportunities. Work with Solutions Engineering, Customer Success Managers and Leadership team to build strategic adoption plans for customers in large accounts. Collaborate with internal stakeholders across sales, engineering, product and analytics to ensure all customer queries are addressed.

Enterprise 10

Enterprise Accountability Engineering Upselling 10