ChurnZero

MAY 3, 2022

Let’s explore five of the best Customer Success YouTube channels for learning how to fight churn, understand industry trends, and position yourself for professional success in CS. SuccessHACKER is a CS advisory firm with a mission to inspire, educate and empower the people who power the CS economy. 2: CSM Practice.

Journey mapping 98

Journey mapping Customer centricity SaaS Education 98

Education Services Group

MAY 25, 2018

Unlocking a proverbial holy grail of enhanced product adoption, increased renewals, thriving upsells and product advocacy requires collaboration with other business units, especially Education Services (ES). Know that for a properly educated and trained customer, there is a: 92% product renewal average. Still doubtful?

Education 45

Education Journey mapping outsourcing Upselling 45

JustCall

APRIL 3, 2023

Renewals and upsells : Another important area of responsibility for the customer success team is driving customer renewals and identifying opportunities for upsells. Customer feedback and advocacy : Customer success teams also focus on gathering feedback from customers and using it to improve the product or service.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

Global Response

FEBRUARY 28, 2024

Increased sales opportunities Call center agents are trained to capitalize on upselling and cross-selling opportunities. How do they communicate feedback to their agents? Thankfully, we’ve partnered with hundreds of small businesses and can give you some best practices for implementing call center services seamlessly.

Call Center 62

Call Center Customer Experience outsourcing Brand ambassadors 62

Totango

AUGUST 27, 2019

On the other end of the spectrum, you can offer lower-tier customers upsells to grow their CLV. Just be sure you are only offering upsells if the solution would really provide increased value to the customer; don’t push upsells just for the sake of having an upsell. . Listen to Customers.

Upselling 61

Upselling Education Best practices Customer centricity 61

ChurnZero

MAY 3, 2022

Let’s explore five of the best Customer Success YouTube channels for learning how to fight churn, understand industry trends, and position yourself for professional success in CS. 1: SuccessHACKER SuccessHACKER is a CS advisory firm with a mission to inspire, educate and empower the people who power the CS economy.

Journey mapping 52

Journey mapping Customer centricity SaaS Education 52

Expivia

MARCH 18, 2021

The best practice for any agent to achieve the best tone is to think of the customer as a family member. Educate With a Purpose. When you get a new agent, educate them on the importance of all the skills above. This educates the agent and you at the same time. Upsell/Cross-sell. Verification.

Call Center 98

Call Center Customer Service Education Average Handle Time 98

Totango

AUGUST 18, 2022

Educating the customer on how your platform can support their business goals. Completing these steps enables a new customer to start making practical use of your product and its features. Determine best practices for addressing common onboarding challenges ahead of time so that your team can proactively take action to prevent churn.

Journey mapping 92

Journey mapping SaaS Upselling Enterprise 92

CSM Practice

AUGUST 24, 2020

Hiring CSM Practice for this strategy development initiative introduced Accent Technologies to key business efficiencies and significantly improved key sales and customer success metrics. Surprisingly, this resulted in an increase in customers opting into this type of session while allowing the CSMs to get immediate feedback and results.

Construction 52

Construction Best practices Upselling Sales 52

Fonolo

JULY 5, 2023

How they approach upselling opportunities Upselling is something that all your customer-facing employees should be doing — not just sales. Best Practices for Creating Customer Perception Surveys The key to creating a great customer perception survey is to figure out what you want to know about your customers.

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

Totango

MAY 21, 2019

They trust your brand and are more likely to spread word-of-mouth advertising or accept an upsell. In order to do this, you need to communicate with your customers, listen to their feedback, and constantly be on the lookout for new ways to provide value. This may mean they need further education or support.

Customer centricity 85

Customer centricity Education Upselling Advertising 85

CustomerSuccessBox

MAY 26, 2021

Read more about Customer success best practices. It’s the job of the obvious contributors to educate, train and guide the customer in their ideal customer journey crafted. That approach helps businesses reach a number of top-level goals, including: Increasing renewal sales and revenue. Acquisition-driven growth is dead.

SaaS 52

SaaS B2B Upselling Customer Support 52

Totango

DECEMBER 12, 2019

Each stage of the customer journey can be broken down into a series of practical goals and KPIs. The onboarding phase , for example, is about educating the customer and helping them incorporate the product into their daily workflow. You reach out asking for a reference and feedback on what they love about working with your enterprise.

Management 64

Management Enterprise Best practices Benchmark 64

Totango

OCTOBER 29, 2019

They must know how to educate customers so that they will receive value from the product quickly. You’ll see how valuable these skills are when your customer success team drives retention, lowers churn, and collects customer feedback. And the best CS teams main priorities include : Product adoption. 5: Collect Customer Feedback.

Upselling 61

Upselling Feedback Customer advocacy Accountability 61

Education Services Group

JUNE 4, 2019

Furthermore, existing customers are more likely to become advocates for your brand to help attract new customers, more likely to spend on new products, and more likely to spend more on cross-sells and upsells. That’s why customer communication is so important. These assets are doubly useful.

Marketing 53

Marketing Best practices Upselling Feedback 53

Totango

JUNE 18, 2019

They can easily spread feedback about your business online, giving them the power to hurt your reputation if they have a bad onboarding experience. As such, you need the ability to monitor their progress and intervene with education should they run into roadblocks. In this customer-centered economy, customers are in control.

Education 65

Education Upselling Customer centricity Feedback 65

ShepHyken

SEPTEMBER 7, 2023

Provide them with checklists, guides, and best practices. Regularly update training materials based on customer feedback. Account management Offer workshops on relationship-building, active listening, and consultative selling for identifying upsell or cross-sell opportunities.

Customer centricity 334

Customer centricity B2C Feedback Upselling 334

SmartKarrot

NOVEMBER 15, 2021

Aggregate customer feedback and identify trends. Champion customer messaging strategy to drive customer education and influence customer behaviors. Ensure customer success team is adhering to customer engagement best practices. Own and manage customer escalation situations. Apply here: [link].

Real estate 19

Real estate Inbound sales Upselling Customer advocacy 19

Education Services Group

NOVEMBER 22, 2021

Health scores can also easily enable CSMs to identify their most successful customers — the ones who are most likely to be open to upsell conversations and the most willing to become customer references, provide testimonials, or participate in case studies. Community is key in customer engagement and feedback. More on that below.

Upselling 52

Upselling Metrics Enterprise Feedback 52

SmartKarrot

FEBRUARY 10, 2022

Develop best practices for new customer onboarding and customer growth to ensure ongoing customer success. Become an acta expert and educate customers on the use and benefits of acta’s tools. Be a customer advocate while capturing customer feedback and reporting requests to product management and engineering.

Education 19

Education Best practices Upselling B2B 19

SmartKarrot

OCTOBER 12, 2022

Help clients operationalize testing and personalization best practices across multiple channels. Consult with clients on product features, functionality and onboarding best practices. Develop upsell & cross-sell opportunities. Ensuring best practices across clients in line with agreed processes.

Best practices 19

Best practices Consulting Consulting Government 19

SmartKarrot

OCTOBER 22, 2021

Engage customers and facilitate education and access to standard methodology guidance. Holds direct responsibility for identifying opportunities and closing additional revenue from assigned clients, including upselling and cross-selling of related services; accountable for client renewal and retention results. Minimize customer churn.

Brand ambassadors 19

Brand ambassadors Education Upselling Consulting 19

Education Services Group

MAY 23, 2022

Who owns the renewal and upsell/cross-sell process? You decide which outcome would be best for your business: When the CS org owns the upsell process, “technology subscription growth rates increase 9% points over companies that leave that task to Sales Executives.”.

Upselling 52

Upselling Sales Marketing Management 52

Amity

SEPTEMBER 25, 2017

Analyzing feedback and ticket trends is a good way to predict where the customer is heading and keep yourself relevant so they don’t outgrow you. Every week, Customer Success attends the Monday morning forecasting meeting with Sales and provides them with the feedback they need on what makes a customer successful.

B2C 0

B2C SaaS Accountability B2B 0

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. Collate client feedback and liaise with the Product team to ensure that the customer’s voice is heard. Have a bias for action on behalf of the client.

Best practices 19

Best practices Education Upselling Accountability 19

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. Apply here: [link].

Advertising 19

Advertising Customer advocacy Finance Best practices 19

SmartKarrot

JANUARY 28, 2022

Partner with the Sales organization to uncover and capitalize on upsell and expansion opportunities. Protect the company growth by minimizing churn and finding upsell opportunities. Work with Success Team Members to maintain and deploy trainings, webinars, and content to support product education for publishers.

Upselling 19

Upselling CRM Finance Benchmark 19

SmartKarrot

SEPTEMBER 16, 2021

Role: Vice President of Customer Success Location: Washington, DC, US Organization: Full Measure Education Inc. Utilize client feedback tools such as NPS or other surveys. Gather customer feedback, document bugs, and contribute to product improvement. Identifying upsell opportunities to expand licensing and product adoption.

Education 19

Education Upselling Feedback Accountability 19

Education Services Group

JULY 5, 2022

The concern I’ve often heard is whether or not someone can be a trusted advisor and expected to upsell the customer at the same time. After all, aren’t mistakes the best way to learn? There is plenty of experience and knowledge in the community around best practices, how to get buy-in etc.,

SaaS 52

SaaS Customer centricity Best practices Upselling 52

Amity

JANUARY 30, 2019

They are the advocates of your customer base and provide critical feedback on your product, service and industry trends. Do you have cross-sell or upsell opportunities with your product? The content that your education team produces can positively impact many stages of the customer journey. Account Management / CS Sales.

Education 61

Education Engineering B2C Technical Support 61

Kayako

SEPTEMBER 15, 2016

Upsell – check! Give feedback on their work. Using regular feedback sessions within your team is an excellent way to tackle customer service job burnout. Learn to communicate product feedback to your engineering team, and help make your product better with valuable customer feedback.

Customer Support 68

Customer Support Feedback Best practices Engineering 68

SmartKarrot

FEBRUARY 25, 2022

Provide guidance to customers on new software upgrades, vulnerabilities, best practices. Building a Trusted Advisor relationship at senior levels in your team’s accounts, helping to ensure retention and uncover opportunities for cross-sell/upsell. Support Sales organizations in positioning Services products. Apply here: [link].

Engineering 19

Engineering Coaching Upselling Feedback 19

SmartKarrot

OCTOBER 21, 2022

Aggregate customer feedback into themes and focus areas. Work closely with Marketing to drive customer marketing campaigns to increase education/adoption across the Arena customer portfolio. Drive portfolio growth by identifying and executing on Upsell opportunities whilst retaining happy and successful customers.

Finance 19

Finance Upselling Coaching Engineering 19

SmartKarrot

DECEMBER 15, 2021

Bring new and impactful ideas and best practices to the Customer Success organization. Share customer feedback and insights to Product Management, Engineering, Support, and Partnerships on the innovation and improvement needed to optimize the Parafin customer experience. Use data (KPIs, customer outcomes, etc.)

Engineering 19

Engineering Upselling Accountability Feedback 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

SmartKarrot

SEPTEMBER 7, 2022

Ensuring best practices across clients in line with agreed processes. Work with key stakeholders across the firm to embed consistent ways of working between the Helix and Private Practice teams, ensuring a seamless service is provided to the clients. Upsell services and products with the brand image. Apply here: [link].

Customer advocacy 19

Customer advocacy Coaching Upselling B2B 19

Amity

DECEMBER 14, 2016

Others manage subscriptions, software usage, renewals, upsells and other parts of the sales process. We generally have a 15-minute call ahead of the training to dig into the customer’s current process and tools and then cater the team’s session to the relevant workflows, integrations and best practices. 8-9am COFFEE.

Management 84

Management Finance Enterprise Accountability 84