Totango

FEBRUARY 4, 2020

This represents a shift from bygone eras when growth strategies were more sales-focused. While sales are always an important facet of any growth strategy, customer-centric growth means also emphasizing customer retention. 5 Best Practices for Customer-Centric Growth. Never try to force or coerce customers into upsells.

Customer centricity 62

Customer centricity Best practices Upselling Enterprise 62

ClientSuccess

FEBRUARY 8, 2023

There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics. If your company is B2B, this could be interpreted as average revenue per logo.

Metrics 75

Metrics Upselling B2B SaaS 75

JustCall

MAY 4, 2023

Monitoring sales performance is essential for any business to achieve success. By tracking the key success metrics and analyzing sales data, companies can uncover areas of improvement, optimize their sales processes, and boost revenue. Let’s start with the basics!

Sales 52

Sales Metrics Analytics CRM 52

JustCall

MAY 4, 2023

Monitoring sales performance is essential for any business to achieve success. By tracking the key success metrics and analyzing sales data, companies can uncover areas of improvement, optimize their sales processes, and boost revenue. Let’s start with the basics!

Sales 52

Sales Metrics Analytics CRM 52

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices.

Metrics 52

Metrics Upselling SaaS Accountability 52

ClientSuccess

AUGUST 14, 2019

Successfully executing a well-planned CSM compensation strategy depends on who owns revenue-generating KPIs and milestones related to a customer account, such as renewals, upsells, and new user expansions. As you structure your CSM compensation plans, here are three best practices to keep in mind: 1.

Best practices 40

Best practices Metrics Upselling SaaS 40

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. In this article, we share Kristen’s best advice on how you can use metrics to reframe your customer stories, so they’re primed for investor engagement. What metrics do investors care about? Best practices to better engage your investors and board.

Metrics 98

Metrics Consulting Consulting Best practices 98

aircall

JANUARY 29, 2021

Answering sales or support questions. Providing support after a sale . Upselling and cross-selling . The best call center training programs reflect a customized approach that helps each individual improve their skills. . Achieve greater alignment between marketing, sales, and support departments. Product knowledge.

Best practices 62

Best practices Call Center call center software Morale 62

ChurnZero

OCTOBER 28, 2022

The Q&A portion of the webinar covered additional acute topics including the one process every Customer Success leader must focus on in 2023, why CSM book size should be based on customer count, and how to move Customer Success out of the sales team’s shadow. Sales, marketing, product, engineering. Every other team has to do that.

Best practices 52

Best practices Chief Customer Officer Sales Upselling 52

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices.

Metrics 52

Metrics SaaS Customer retention Upselling 52

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices.

Metrics 52

Metrics SaaS Customer retention Upselling 52

ChaseData

MAY 9, 2019

How Active Listening on the Phone is One of the Best Practices for Cross-Selling and Upselling. Any call center agent who has been in the business for more than a few days knows that cross-selling and upselling are important parts of increasing sales and improving business when your center is focused on these kinds of metrics.

Sales 53

Sales Upselling Best practices Call Center 53

Education Services Group

JANUARY 18, 2022

To illuminate your team’s effect on strategic expansion, we suggest wielding a mighty metric that packs a real punch – one that even Wall Street uses as a shorthand way to evaluate the health and vitality of a company. Why are we crowning NRR as the new king of CS metrics? The only CS metric your board of directors cares about.

Metrics 52

Metrics Upselling Analytics Sales 52

Totango

SEPTEMBER 20, 2022

Here we’ll walk you through the essentials you need to know to harness customer enablement to increase B2B and SaaS sales. Then we’ll look at the benefits of customer enablement and how it mutually supports sales enablement strategies. Monitoring customer satisfaction metrics and intervening when low satisfaction levels are detected.

B2B 82

B2B SaaS Education Brand ambassadors 82

JustCall

DECEMBER 2, 2022

After all, call centers are known to boost customer satisfaction, gain a competitive advantage and increase sales. After-sales Service Advantages. Companies with quality after-sales service have a higher reputation than those who don’t. Upselling and Cross-selling. Inbound Call Center Best Practices.

Call Center 52

Call Center Upselling Average Handle Time Abandon Call 52

Totango

JANUARY 31, 2019

Rather than focusing just on sales and renewal, you can maximize every stage of the customer journey by delivering the right level of engagement at the right time. In order to do that, you need to use the right SaaS customer engagement metrics. Key Customer Engagement Metrics. The metrics are: Monitoring usage frequency.

SaaS 79

SaaS Metrics Accountability Education 79

Nicereply

APRIL 30, 2020

Be all ears to your customers and let them boost your sales because of your ace customer services. Cross-sell & Upsell, but first, answer the query. One of the good upselling models could be to offer the try something for free (limited time). Here comes a good upselling option. When can you upsell/cross-sell?

Sales 69

Sales Customer Service Upselling CRM 69

CustomerSuccessBox

DECEMBER 4, 2018

Without a high customer retention rate, a SaaS company will shut down, no matter how great the other metrics are. The SaaS customer retention best practices below will help you understand the needs of your customers so that you can act proactively and maximize renewals. Customer Retention Best Practices.

Best practices 40

Best practices Customer retention SaaS Metrics 40

CSM Practice

FEBRUARY 24, 2020

The answer varies for different companies, but the customer success team performance metrics below are an excellent place to start. As a customer success team leader , these metrics provide a solution to demonstrate the value of your customer success team to top executives and other teams. Customer Financial Metrics.

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

Education Services Group

OCTOBER 31, 2023

Streamlined Support : Keep me in the know with real-time support metrics and ticket details. Tear down that wall : Pave the way for me to build relationships with the sales teams and channel partners. Processes and Best Practices : Guiding Lights : Illuminate my path with Customer Success best practices.

Best practices 52

Best practices Finance Upselling Customer retention 52

TeleDirect

DECEMBER 14, 2023

Today’s outbound calling provides businesses with a direct extension of their sales team, committed to their success by generating leads, setting appointments and performing market research. In essence, they exist to increase sales, ensure customer retention and promote your brand. Fortunately, times have significantly changed.

Business Process Outsourcing 62

Business Process Outsourcing Telemarketing Call Center Best practices 62

JustCall

AUGUST 7, 2023

One brand that is integrating accessibility best practices in its offerings is Airbnb: Image Source The brand offers accessibility-friendly features such as enhanced search filters, verified with 3D scan accessibility features within homes, and accessibility reviews. Plus, you can also cross-sell and upsell like a pro!

Sales 52

Sales Chatbots Self service Accountability 52

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. He also sits on the board of Directors for CSPN. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Callminer

JUNE 3, 2019

That’s because even before these employees decide to pull the plug, their lack of engagement leads to reduced sales, subpar customer service, and more. The problem: Agents are at the frontline when it comes to customer experience – and so their performance plays a huge factor in company metrics.

Best practices 140

Best practices Average Handle Time Analytics Coaching 140

Babelforce

FEBRUARY 15, 2022

Doing so every month will provide a good idea of how the metric changes over time. Revenue per call is a useful call center metric for calculating revenue generation. Use the metric to discover star reps. Here are some strategies you can use: Upselling and cross-selling. Use top performers to drive sales.

Upselling 52

Upselling Contact Center Metrics Coaching 52

ClientSuccess

JULY 5, 2017

5 Common Success Post-Sales Pitfalls. In order to make sure your CSMs are prepared, take a look at these common post-sales pitfalls, strategies for success, and best practices at every point of the post-sales customer lifecycle to ensure critical issues don’t slip through the cracks. The Sales Handoff Strategy.

Sales 40

Sales Upselling Best practices SaaS 40

CSM Magazine

DECEMBER 13, 2023

Here are some of call center security’s best practices that you can use: Invest in systems and tools to monitor and analyze customer interactions in real-time. Lack of Cross-Sell and Upsell Capabilities This gap involves using strategies that integrate sales opportunities into customer interactions.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

Totango

MAY 17, 2021

Tracking this alerts you to churn risks as well as upsell opportunities, empowering you to take appropriate action. Tracking product engagement can also create sales opportunities. A highly engaged customer may be in the market for an upsell offer. Detecting this gives your sales team an opening to reach out.

Management 62

Management Upselling Metrics Accountability 62

Global Response

MARCH 13, 2024

Sales and lead generation : CX outsourcing companies also provide sales-related services, including lead generation, sales calls, upselling, and cross-selling. Save money and increase sales with a brand-obsessed, people-first team that delivers a high-touch, superior customer experience, every time.

outsourcing 62

outsourcing Best practices Feedback Customer retention 62

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). Customer success metrics you should track. We go in deeper depth about customer success metrics in this article. Metrics for success that are more advanced.

Metrics 52

Metrics Upselling Customer advocacy CRM 52

Totango

SEPTEMBER 1, 2022

Here we’ll show you how to update your SaaS QBR strategy to keep up with the latest technology and best practices. Finally, we’ll offer some tips on updating your QBR SaaS strategy to leverage the latest technology and best practices. First, we’ll examine what a SaaS QBR is and why they’ve become so important.

SaaS 97

SaaS Journey mapping Upselling Best practices 97

Totango

NOVEMBER 25, 2020

With this feature, you can examine a number of insightful metrics and segment your client base for an optimized customer journey that surpasses what the competition can offer. . Feedback metrics like NPS and CSAT scores. Product usage and adoption metrics. Sales history. Doesn’t leverage the latest best practices.

CRM 107

CRM Upselling Metrics Accountability 107

JustCall

OCTOBER 19, 2023

About 80% of customer organizations use customer satisfaction (CSAT) as a metric to gauge customer experience. They provide a great opportunity to cross-sell and upsell as well. 60% of marketers believe that their organizations lack the data to understand sales prospects and customers.

Call Center 52

Call Center Upselling CRM Best practices 52

JustCall

APRIL 3, 2023

This includes tracking usage metrics and identifying areas where the customer can benefit from additional features or services. Renewals and upsells : Another important area of responsibility for the customer success team is driving customer renewals and identifying opportunities for upsells.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

CustomerSuccessBox

SEPTEMBER 20, 2021

David and his blog cover topics such as the SaaS business model and Metrics, 9 steps to get to repeatable, scalable, and profitable growth, Time to Wow!, how to design and build a sales & marketing growth machine, etc. The other topics covered are sales, marketing, growth, support, and more. The CSM Practice.

SaaS 64

SaaS Customer centricity B2B Best practices 64

ChurnZero

MAY 3, 2022

A consulting firm that specializes in helping tech and services organizations optimize their CS effectiveness, CSM Practice offers an encyclopedic CS YouTube channel covering everything from the basics of CS to deep dives into KPIs. Customer Success skills (playlist) : Quick tips and best practices for CSMs on the ground.

Journey mapping 98

Journey mapping Customer centricity SaaS Education 98

Global Response

FEBRUARY 28, 2024

Save money and increase sales with a brand-obsessed, people-first team that delivers a high-touch, superior customer experience, every time. Increased sales opportunities Call center agents are trained to capitalize on upselling and cross-selling opportunities. This leads to increased sales and revenue for the business.

Call Center 62

Call Center Customer Experience outsourcing Brand ambassadors 62