CSM Practice

FEBRUARY 12, 2020

However, most companies are at a disadvantage because they use the same sales strategy for both new and existing customers. From experience, the best method is to interpret and leverage available customer data to develop a different strategy for expansion selling campaigns. DOWNLOAD the Expansion Selling eBook: [link].

Upselling 52

Upselling Customer centricity Sales Accountability 52

ClientSuccess

JUNE 17, 2019

While some organizations have CSMs handle the entire upsell process, others bring in sales team members to help facilitate negotiating and contracts. CSMs, sales reps, marketing team members, and product developers all have a different lens through which they engage with customers. This is where differences start to come into play.

Accountability 42

Accountability Upselling SaaS Feedback 42

Inbenta

APRIL 14, 2020

A chatbot as a sales consultant. For example, a sales support chatbot, which provides product recommendations based on what the user is looking for in his current session, is a great way to make the customer experience more human. Here are some best practices: Analyze your customer’s buying journey.

Chatbots 59

Chatbots Virtual Agent Abandon rate Best practices 59

ChurnZero

MARCH 11, 2020

I wasn’t satisfied that we lost a customer, but I was now armed with valuable new information that would lead to a breakthrough in our sales model. From these discussions, we were able to gain incredible insights into the root causes of customer churn that informed our strategy from marketing and sales through product and service delivery.

Journey mapping 52

Journey mapping Finance SaaS Consulting 52

ChurnZero

MARCH 3, 2020

While the majority of the attendee base are CEOs and C-level Marketing and Sales roles, Customer Success professionals make up 10% of the audience, and they have a track of sessions dedicated to the practice. Pulse is dedicated to providing in-depth education and networking for anybody working in a post-sale, customer-facing role.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

ChurnZero

DECEMBER 20, 2019

C S and Sales strengthen their bond. . As we move into 2020, I envision a stronger alignment between C S and Sales. I recommend looking to Sales/Sales Op erations teams as the guide. Sales won’t pass GO and collect until a customer is successful. . Sales and CS collaborations create “pods” of sales.

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

ClientSuccess

OCTOBER 10, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. 7) From : Rachel McElwain , Freelance Business Consultant | Company : 1919 Consulting | Location : Indianapolis, Indiana.

Management 70

Management Chief Customer Officer Best practices Consulting 70

Satrix Solutions

JUNE 10, 2020

As customer experience consultants for B2B companies, we’ve heard from many business leaders who have struggled to get customers to respond to their survey requests. And you’ll see an example of this later in our talk today when we offer up our free ebook. This is problematic for many reasons.

Surveys 78

Surveys Feedback SaaS B2B 78

ClientSuccess

JUNE 26, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. I strongly believe CSMs should view themselves, and their roles, as strategic consultants. Before my customer success career, I was actually in sales.

Marketing 40

Marketing Sales Consulting Consulting 40

ChurnZero

APRIL 3, 2020

Speaker: Amy Mustoe, Principle Consultant and Coach, The Success League. Ensure that Sales brings the right people to the table when you kick off the relationship and you start having those goal and outcome discussions at that time. So, for the next account that Sales hands off to you, do it right from the very beginning.

Journey mapping 52

Journey mapping SaaS Sales Consulting 52

SmartKarrot

JANUARY 5, 2021

Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. His brainchild, Sixteen Ventures , is his medium of sharing his expertise and ideas to help businesses obtain sales acceleration and augmented customer engagement. Lincoln Murphy. Rick Adams. Jay Nathan.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

ClientSuccess

JULY 9, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. We then proposed some of these ideas on how we could go to market with the new product and how would we best service the customers who would buy that product.

Consulting 40

Consulting Consulting Coaching Metrics 40

aircall

NOVEMBER 21, 2022

For sales and support teams, this means a heightened pressure to operate efficiently and better track performance; two tasks that have historically presented a significant challenge. With the current economic climate and increasingly competitive market, there’s no denying the corporate shift to achieve previously deemed “stretch” targets.

CRM 62

CRM Wait times Consulting Consulting 62

ChurnZero

JANUARY 8, 2021

If you’re considering the role yourself, check out our eBook, The Future CCO , for firsthand advice from industry leaders on what it takes to become a CCO. . Staci brings over 25 years of technology experience to Khoros, including leadership roles at top services and sales companies like Microsoft, Vignette, HEALTHCAREfirst, and Dell.

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

ClientSuccess

JANUARY 15, 2019

Don’t rely on the SOW (statement of work) or report from sales to tell you what you need to know. Become a Consultative Thought Leader. Talk to them about industry best practices or examples you’re seeing with your other accounts. You will be seen as a key member or trusted resource.

Metrics 56

Metrics Education Consulting Consulting 56

ChurnZero

MARCH 13, 2020

Now, this isn’t an argument to entirely do away with QBRs, but rather, to question if and why you’re blindly following a best practice that may no longer be relevant to your customers’ success. Speaker: Amy Mustoe, Principle Consultant and Coach, The Success League . Question the ‘Q’ in QBR. Evangelize Executives.

Metrics 59

Metrics Consulting Consulting Coaching 59

Comm100

APRIL 25, 2018

Corporate Executive Board (CEB) Global is the consulting firm who came up with the Customer Effort Score. This step requires you to empower your sales team and customer service representatives to be proactive. The lessons provided by the Richmond Telephone Company regarding effortless customer experience should not be ignored though.

Self service 40

Self service Telecommunications CRM Customer effort 40

Pointillist

JULY 25, 2018

Estimate project duration by speaking with the vendors you have shortlisted and any industry consultants/analysts who may be advising you. Outbound Sales Call. Here are a few to get you started: Customer Journey Analytics 101 (eBook). For an effective implementation, give yourself wiggle room and plan for unforeseen delays.

Analytics 93

Analytics Government APIs Metrics 93

ClientSuccess

APRIL 7, 2017

It’s important to get to know the decision makers during the early (and late) stages of the sales process to really hone in on what they are looking for from your product, but perhaps more importantly to maintain the relationship long-term as they continue to seek value and results. eBooks: 5 Ways to Surprise & Delight Your Customers.

Upselling 40

Upselling Customer centricity Personalization Best practices 40

ChurnZero

MARCH 27, 2020

You’re making educated guesses and using best practices to inform your execution, because you can’t know what works (for your specific product and audience) until you try it. Speaker: Amy Mustoe, Principle Consultant and Coach, The Success League . Do the hard work. What doing your homework for the meeting looks like.

Education 52

Education Upselling Personalization Finance 52

Pointillist

JULY 25, 2018

Estimate project duration by speaking with the vendors you have shortlisted and any industry consultants/analysts who may be advising you. Governance Large enterprises typically have a central governance team in place that is responsible for setting project quality standards, fostering communications and sharing best practices.

Analytics 43

Analytics Metrics Government Journey mapping 43