Totango

DECEMBER 3, 2020

CS professionals now attest that their bonus structures are tied to company performance, renewals, net retention, upsells, and account health. . Account Health (Cited by 47% of Respondents): Customer health scores illustrate whether a client is ready for an upsell, at-risk of churning, or anywhere in between.

Upselling 64

Upselling Accountability Enterprise Metrics 64

Totango

AUGUST 18, 2022

It also promotes higher product usage, increases the likelihood of upselling purchases and encourages customers to become enthusiastic brand advocates. Your checklist serves as a reference document that your customer success team and customers can consult. Having documented onboarding procedures allows you to automate your process.

Journey mapping 92

Journey mapping SaaS Upselling Enterprise 92

Global Response

DECEMBER 21, 2022

Not only does it ensure agents are using your known best practices, but it also enables your team to find and create best practices by listening and evaluating successful calls. Call Center Quality Assurance Best Practices No two QA programs are—or should be—exactly alike. Of course—it’s never too late!

Call Center 62

Call Center Outbound sales Feedback Best practices 62

Babelforce

SEPTEMBER 15, 2021

You already train agents in security best practices. This could include highlighting help documentation or pointing out upselling or cross-selling opportunities. 12 Easy access to documentation. This is a cloud-based tool that stores all your documentation and makes it easily searchable. #13

Call Center 102

Call Center Scripts Contact Center Airlines 102

CustomerSuccessBox

MAY 9, 2022

The pros (new customer ARR, upsells) and cons (no new customer ARR, no upsells) should be highlighted on this Customer Success dashboard (downgrades and churn). This could take the shape of in-platform pop-ups, asset, and documentation reviews, or, of course, direct consumer survey replies, depending on your company.

Metrics 52

Metrics Upselling Customer advocacy CRM 52

CSM Magazine

JULY 22, 2021

Henry Spitzer, VP of Sales at Lusha explains how community building is a powerful and cost-effective way to increase retention by creating a central destination for users to find support, advice and best practices. Communities furthermore, lower service costs and dramatically affect retention and upsell. The Bare Basics.

Advertising 98

Advertising SaaS B2C Engineering 98

Global Response

DECEMBER 2, 2022

Long-term employees remember the policies, lessons, and best practices that make up the intellectual capital of an organization. Considering all these factors, the Total or True Cost of hiring, training, and onboarding a new agent ranges from $15,000 to $20,000.

Call Center 62

Call Center outsourcing Contact Center Upselling 62

Totango

JUNE 24, 2022

On the other hand, when data reflects high customer satisfaction, CS teams can extend upsell offers or referral invitations. SaaS technology and supporting apps should be used to implement a data-driven approach to customer success, automate best practices, monitor results, and manage performance. Onboarding of new customers.

Best practices 102

Best practices SaaS Journey mapping B2C 102

Totango

JULY 8, 2021

With this system, alerts are automatically generated about any customer who requires attention – be it a customer with deteriorating health or an upsell opportunity that is set to renew soon. Started using new feature: Send best practices and power tips documentation. Schedule an adoption review in 30 days.

Upselling 65

Upselling Accountability Customer retention Metrics 65

SmartKarrot

OCTOBER 3, 2023

Account Growth Account growth is not just about upselling or cross-selling; it’s about identifying opportunities that genuinely add value to the customer. Provide scripts or templates for approaching customers about upselling or cross-selling. Once triggered, the playbook pushes relevant tasks to all key stakeholders internally.

Management 19

Management Best practices Upselling Scripts 19

Totango

NOVEMBER 12, 2019

Best Practices for the Sales to Customer Success Handoff. Tested methods shown to ease the transition from sales to onboarding include: Document everything. The sales team sets customer expectations early, so make sure you document every promise and communication your sales team makes.

Sales 60

Sales Enterprise Upselling Best practices 60

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. Document your expansion playbooks in detail for future recurring campaigns.

Upselling 52

Upselling Customer centricity Sales Accountability 52

EPIC Connections

SEPTEMBER 10, 2018

Here are the cloud contact center implementation pitfalls to avoid and the best practices executives need to craft solutions that meet your company’s needs. During this first phase, it’s critical that a company assess its internal needs and create and document business requirements. Professional Services Best Practices.

Cloud contact 33

Cloud contact Contact Center Call flow Best practices 33

Avaya

APRIL 15, 2019

Enables new sales or upsell (12%). Here are some best practices on the journey to AI success in DCX: You need a business case. Though all of the benefits listed below apply to a majority of companies, we asked them for the top benefit, the one that’s most significant for their organizations. Reduces the number of calls (16%).

Customer Experience 47

Customer Experience Chatbots voip Upselling 47

ChurnZero

OCTOBER 1, 2022

The Q&A portion of the webinar dug into CSQLs deeper—covering the ideal time to roll out a CSQL model and the biggest pitfalls of its implementation—while also delving into whether CSMs should close upsells, and how to assign CSM books when they own expansion. Q: Should CSM roles close upsell deals? I have worked it as a CSM.

B2C 97

B2C Upselling B2B Accountability 97

CSM Practice

JANUARY 13, 2021

In this blog, we’ll delve into the cause of these problems and highlight the mindset, strategies, and best practices to scale the renewal process effectively. Best practices. Document goals and use as a baseline KPI. Renewal Process – Best Practices, Tips, and Reminders. Hiring and compensation.

SaaS 98

SaaS Customer centricity Accountability Education 98

SmartKarrot

JANUARY 12, 2023

Work with the global support and training team to share best practices and create a virtual team community. Document user feedback for product solutions, working directly with the development team. Report on key metrics to drive success in user support and in the development of strategies to scale. Apply here: [link].

Technical Support 19

Technical Support Engineering Best practices Upselling 19

SmartKarrot

SEPTEMBER 19, 2022

Optimize and make sure the client is using bob according to the best-practices. Build and execute an account-specific relationship framework inclusive of regularly scheduled status calls, quarterly business reviews, account documentation, reference management, and account planning sessions.

Upselling 19

Upselling Technical Support Accountability Coaching 19

SmartKarrot

AUGUST 30, 2022

When needed, partner with sales team to drive upsell opportunities. Understand and document your customers’ business objectives and work with the customer to hold all parties accountable for progress toward those objectives. Manage the customer renewal process and provide value-based business cases to drive upsell.

Upselling 19

Upselling Coaching Accountability Engineering 19

JivoChat

APRIL 15, 2021

Below, we’ll dig into some of the reasons organizations are embracing this communication channel before looking at the benefits of live chat software for businesses and the best practices to know before getting started. Live chat provides businesses with more upsell and cross-sell opportunities. What is live chat?

Best practices 52

Best practices Upselling CRM Sales 52

CustomerSuccessBox

NOVEMBER 2, 2021

Upsells, expansion, renewals, etc are supposed to be entirely tech-driven. Training is given and documented through recorded videos. The above mentioned are some of the best practices that you should carry out to protect and grow ARR or MRR. Most of the product features would resemble the one offered to the flies.

SaaS 52

SaaS Customer retention Enterprise Accountability 52

SmartKarrot

MARCH 11, 2024

This plan is not just a document; it’s a strategic approach that aligns your team’s efforts with the client’s goals, fostering a collaborative journey towards success. Reviewing previous notes is a best practice, avoiding redundant questions and demonstrating a commitment to understanding the client’s needs.

Upselling 8

Upselling Best practices Accountability Customer centricity 8

SmartKarrot

APRIL 18, 2022

Drives innovation, best practices, and process improvement. Educate advertisers on Criteo’s Management Center functionality and best practices, partner with the product teams to deliver feedback to enhance and evolve Criteo’s platform. Apply here: [link] Role: Sr.

Advertising 19

Advertising Customer advocacy Finance Best practices 19

CustomerSuccessBox

JANUARY 2, 2022

Apart from best practices, what other value-added services that you can offer? Every stage of the buyer/customer journey, be it customer onboarding, adoption, renewal, upsell, etc. A use-case document lets you understand the functionality of the whole system. Customer’s intention behind purchasing the product.

SaaS 52

SaaS Metrics Accountability Upselling 52

SmartKarrot

OCTOBER 5, 2023

Account mining, or the practice of deepening relationships with existing customers to upsell or cross-sell, is the gold standard for sustained business growth. A detailed client profile can help spot upsell or cross-sell opportunities. Spotting these gaps can lead to upsell opportunities. What are their needs? Challenges?

Accountability 10

Accountability Upselling Journey mapping Feedback 10

SmartKarrot

AUGUST 17, 2021

Document and implement data management best practices for your team. Drive operational efficiency by automating and improving processes and best practices. Proactively reaching out to customers to inform, educate, cross-sell and upsell. Have a bias for action on behalf of the client. Apply here: [link].

Best practices 19

Best practices Education Upselling Accountability 19

Callminer

SEPTEMBER 14, 2020

Business analysts are involved in activities such as relationship building, process evaluation, requirements gathering, process improvement, scope definition, requirements documentation, non-technical and technical design, scope management, project support, charting future direction and road mapping.

Call Center 182

Call Center Analytics First call resolution Metrics 182

JustCall

DECEMBER 24, 2022

12 Customer Service Improvement Strategies and Best Practices. On the other hand, rewarding customer service experiences increase sales volumes, improve customer retention, unlock upselling and cross-selling sales opportunities, and fortify business growth. In today’s era, customers demand top-notch customer service.

Best practices 52

Best practices Customer Service Customer centricity Self service 52

SmartKarrot

APRIL 8, 2022

Identify products and services to grow existing accounts and work with Account Managers to introduce the opportunity to upsell/cross-sell. Assist in the development of best practices and help maintain clear documentation for all internal processes and customer training. Apply here: [link].

Accountability 19

Accountability Government Upselling Metrics 19

SmartKarrot

NOVEMBER 24, 2022

Implement and uphold the CS quota for upsells and collaborate with BDEs to ensure that the opportunities identified by CS are actionable and have a high probability of closing. Create internal documents and playbooks providing team members the resources needed to succeed, especially client-facing. Apply here: [link].

Customer advocacy 19

Customer advocacy Upselling Accountability Best practices 19

SmartKarrot

NOVEMBER 17, 2022

Map and benchmark competition and share best practices. Upsell services and products. Manage the ticketing system, including optimizing communication, automation, and documenting resources internally. Measure, track, analyze and report key account metrics. Analyzing industry and market trends.

Benchmark 19

Benchmark Accountability Upselling Engineering 19

SmartKarrot

FEBRUARY 23, 2023

To encourage adoption, keep your knowledge of Clover Assistant capabilities and best practices workflows current. To assist practices and providers, document workflows and other assets. Promote trusting relationships between Clover and the practices employing Clover Assistant by displaying provider empathy.

Customer retention 19

Customer retention Upselling Accountability Best practices 19

SmartKarrot

AUGUST 26, 2021

Accurately forecast and achieve revenue goals by identifying upsell opportunities based on the needs of the customer or new production rollouts. Develop complete project plans and associated communications documents. Work to identify and/or develop upsell opportunities. Develop, prepare, and nurture customers for advocacy.

Upselling 19

Upselling Accountability Education Best practices 19

SmartKarrot

APRIL 28, 2021

Oversee process for contract and document execution. Continually engage internally and cross-functionally to learn about new business applications, positioning the REEF brand and upselling new opportunities to clients. Creating and maintaining useful guidance and support documentation.

Real estate 10

Real estate Upselling Customer retention Accountability 10

SmartKarrot

JUNE 16, 2022

Be a strategic partner to the Head of the Customer Success practice by continually innovating and improving on both the program offerings and method of how we engage to execute. Oversee the implementation and documentation of best practices across the K1 portfolio to drive impact more broadly across the portfolio.

Customer advocacy 15

Customer advocacy Best practices Government Upselling 15

SmartKarrot

FEBRUARY 1, 2022

Oversee customer onboarding, strategic business reviews, success plans, contract renewals and upsell opportunities. Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of the processes. Apply here: [link] .

Accountability 19

Accountability Healthcare Upselling Metrics 19

SmartKarrot

JUNE 25, 2021

Apply here: [link] Role: Head of Customer Success Location: San Francisco, CA, US Organization: Turn/River Capital As a Head of Customer Success, you will work with the leadership teams at 2 to 3 of the Turn/River portfolio companies to develop and implement retention and growth strategies and build operational best practices.

Enterprise 10

Enterprise Upselling Best practices Customer retention 10