SmartKarrot

AUGUST 29, 2022

Execute consulting projects with customers. Analyze client data and understand industry benchmarks, business trends and opportunities to recommend the most effective growth strategies. Identify and develop upsell and cross-sell opportunities with the Sales team. Translate customer feedback into product requirements.

Best practices 19

Best practices Call Center Benchmark Government 19

SmartKarrot

NOVEMBER 8, 2022

Leverage data, metrics and insights to build and strengthen the overall CS strategy, specifically working on delivering new CRM Analytics and Service Cloud platforms – ultimately working on customer health benchmarks and driving improvements. Preparation and presentation of business proposals. Apply here: [link].

Coaching 19

Coaching Customer advocacy SaaS Strategic Value 19

SmartKarrot

DECEMBER 3, 2021

Scale and improve process and tools by up-leveling & implementing new tools that further critical areas of customer growth, such as KPI benchmarking, customer training and education, NPS surveys, and customer feedback. Identify opportunities and lead upsell/cross-sell deals from start to finish.

Customer advocacy 19

Customer advocacy Technical Support Education Finance 19

Transparent BPO

AUGUST 20, 2019

“Customers must be asked and their responses benchmarked consistently and continually to turn your contact center into a profit center,” the whitepaper says. .” It advises that contact centers use feedback mechanisms, such as post-resolution phone surveys, email surveys, and, when possible, in-person conversations.

Contact Center 69

Contact Center outsourcing Surveys Call flow 69

JivoChat

AUGUST 18, 2021

This kind of customer-centric mentality can drive new business, boost customer retention rates, and create new benchmarks for goals. Chatbots can provide service at all hours, increase customer satisfaction, upsell customers, and even boost conversion rates. Customer experience comes into play along each step of the customer journey.

Customer Experience 52

Customer Experience Chatbots Customer retention Feedback 52

SmartKarrot

JANUARY 11, 2021

Apply here: [link] Role: Senior Customer Success Manager Location: Toronto, ON, Canada Organization: Sinch As a Customer Success Manager, you will develop a strategic business plan for identifying new business opportunities with existing clients – seeking upsell opportunities. Ensure client expectations are exceeded!

Upselling 10

Upselling Benchmark Customer centricity Education 10

SmartKarrot

AUGUST 16, 2022

Business consultants Human resource Consultants Lawyers Accountants. Only when some metric goes off the benchmark can you know something is wrong. All things renewal, upsell, and other expansion formats can be considered. QBRs have the CSMs collect insights and record how products worked for them. Why are QBRs important?

Chief Customer Officer 10

Chief Customer Officer Benchmark Finance Metrics 10

ChurnZero

MARCH 31, 2023

If the vendor has been smart enough to collect aggregate data about how its customers use the product or service, it can also offer useful benchmark metrics to bolster that guidance.” As the consulting firm said in the study, “If you think you’ll have plenty of time to get it right because you’re a beloved brand, think again.”

Benchmark 98

Benchmark B2B Accountability Consulting 98

Totango

JANUARY 10, 2024

For Waystar, a technology platform that simplifies payments across the revenue cycle for healthcare organizations, this consultative approach unlocked cross-functional alignment, customer satisfaction, and exponential business growth. So, how did they do it?

Sales 93

Sales industry standards Benchmark Healthcare 93

Totango

MAY 7, 2024

If CS doesn’t have commercial conversations with healthy customers, they’re not setting Sales up to re-enter the conversation and potentially upsell. That way, both teams can use those outcomes as a benchmark of success throughout the customer journey. Use your words Talk to each other! This doesn’t just provide a useful shared goal.

Sales 97

Sales Upselling Metrics Accountability 97

Fonolo

FEBRUARY 9, 2023

With so much riding on this metric, it’s shocking to see how many call centers choose their service level arbitrarily, or with minimal consultation. With so much riding on this metric, it's shocking to see how many call centers choose their service level arbitrarily, or with minimal consultation.

Service level 142

Service level Call Center Abandon rate Metrics 142

NobelBiz

SEPTEMBER 19, 2023

Brad Butler, Contact Center Software Consultant @NobelBiz Common Causes of Dropped Calls in Call Centers In a call center environment, every interaction with a customer is an opportunity either to build a lasting relationship or, unfortunately, to alienate someone. In a call center, they’re the stumbling blocks to trust and efficiency.

Contact Center 59

Contact Center Abandon rate Call Center Telecommunications 59

ChurnZero

JANUARY 26, 2021

From technical support to renewals and upselling, this role might be one of the most confusing and misunderstood jobs in all of tech. . Strong delivery for, and relationships with, your champions will most certainly make an impact on your future renewal and upsell opportunity outcomes. Executive Sponsor: . Primary Contact(s): .

Management 98

Management Chief Customer Officer Upselling SaaS 98

ClientSuccess

MARCH 5, 2020

Customer success professionals must be able to define what a ‘successful’ customer account looks like and track their overarching metrics back to these benchmarks. You can get started by scheduling your personal consultation here. . A close second, however, is metrics.

SaaS 64

SaaS Finance Benchmark Upselling 64

ClientSuccess

MARCH 5, 2020

Customer success professionals must be able to define what a ‘successful’ customer account looks like and track their overarching metrics back to these benchmarks. You can get started by scheduling your personal consultation here. . A close second, however, is metrics.

SaaS 52

SaaS Finance Benchmark Upselling 52

Pointillist

JULY 25, 2018

What are the quantitative business goals that will influence the journey analytics project e.g., churn, retention, acquisition, cross-sell, upsell, purchase, rate of renewal etc.? Estimate project duration by speaking with the vendors you have shortlisted and any industry consultants/analysts who may be advising you. Churn Rate.

Analytics 93

Analytics Government APIs Metrics 93

NobelBiz

JULY 25, 2023

Performance Benchmarks: By analyzing call data, BPOs can set performance standards, driving continuous improvement. Brad Butler, Contact Center Software Consultant @NobelBiz See how NobelBiz OMNI+ can simplify lead generation and make it more productive.

Analytics 98

Analytics Call Center Scripts Contact center software 98

Fonolo

JUNE 9, 2014

With so much riding on this metric, it’s shocking to see how many call centers choose their service level arbitrarily, or with minimal consultation. With so much riding on this metric, it's shocking to see how many call centers choose their service level arbitrarily, or with minimal consultation.

Service level 96

Service level Call Center Abandon rate Metrics 96

Comm100

FEBRUARY 20, 2018

According to our 2018 Live Chat Benchmark Report , Comm100’s Chatbot takes care of about 20% of all incoming live chat inquiries alone. Chatbots can proactively alert customers to sales and discount opportunities, increasing upsells and engaging visitors. And, Chatbots more than pull their weight. Drive Revenue.

Chatbots 53

Chatbots Contact Center Benchmark Chief Customer Officer 53

Pointillist

JULY 25, 2018

What are the quantitative business goals that will influence the journey analytics project e.g., churn, retention, acquisition, cross-sell, upsell, purchase, rate of renewal etc.? Estimate project duration by speaking with the vendors you have shortlisted and any industry consultants/analysts who may be advising you.

Analytics 43

Analytics Metrics Government Journey mapping 43

NobelBiz

MARCH 23, 2022

Ask the provider the right questions If the contact center solution provider is willing to provide detailed benchmark information, see what they include. Jason Cutter, CEO of Cutter Consulting Group. Upsell Revenues : Generated by your existing clients who opt for several of your offers or services.

contact center solutions 52

contact center solutions Contact Center voip call center software 52

SmartKarrot

JULY 27, 2020

a customer experience strategy consulting firm. Further, it elucidates on how upselling can be done right using intelligent automation techniques. Customer Success Salary Benchmark Report – As customer success management is at the brim of the SaaS Businesses, you need to know how much to expect to earn.

SaaS 10

SaaS Chief Customer Officer Benchmark Customer retention 10

Comm100

AUGUST 21, 2018

According to Comm100’s 2018 Live Chat Benchmark Report , the average chat duration for agents is 12 minutes and 20 seconds.). As John Asher, CEO of growth strategy consulting firm Asher Strategies explains, “With activation rate, you want to look at new, active, and engaged users separately and on a monthly basis.”.

Metrics 40

Metrics Chatbots Average Handle Time Wait times 40

Comm100

AUGUST 21, 2018

According to Comm100’s 2018 Live Chat Benchmark Report , the average chat duration for agents is 12 minutes and 20 seconds.). As John Asher, CEO of growth strategy consulting firm Asher Strategies explains, “With activation rate, you want to look at new, active, and engaged users separately and on a monthly basis.”.

Metrics 40

Metrics Chatbots Average Handle Time Wait times 40

Comm100

FEBRUARY 6, 2018

Although Comm100 is primarily a customer service software, it also acts as a sales solution, helping contact centers convert leads and upsell products in real time, just as a salesperson might do in a brick-and-mortar store. Enterprise — Call for consultation. Free Download] Live Chat Benchmark Report 2018.

CRM 42

CRM Enterprise SaaS Marketing 42