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

CustomerSuccessBox

JUNE 18, 2021

In this article, we collate blogs and webinars from CustomerSuccessBox which will help you as an extensive guide for customer success. The webinar focuses on how to design the customer success strategy that is right for your SaaS company and how to operationalize, scale and automate that strategy through technology.

SaaS 52

SaaS B2B Customer retention Upselling 52

ChurnZero

FEBRUARY 17, 2021

Best Practices for Creating Customer Success Capabilities and Organizations. TSIA Resource: 8-Minute Mini-Webinar: Customer Success Maturity Model. Efficient Sales Models. TSIA Resource: 3 Tips to Lower Sales Costs Using Your Customer Success Org. TSIA Resource: Best Practices in Low Touch Customer Success.

Best practices 78

Best practices Upselling Analytics SaaS 78

ChurnZero

OCTOBER 1, 2022

Why is it that the need for operations in marketing and sales is never questioned, yet Customer Success isn’t given the same allowance? Q: Should CSM roles close upsell deals? Organizations invest in MQL and SQL processes without fail. But they stop short of extending that same support to CS generate high-intent leads.

B2C 97

B2C Upselling B2B Accountability 97

Totango

AUGUST 23, 2022

For example, a website visit, an online sales purchase and a phone support call are all potential customer journey B2B touchpoints. In terms of the customer lifecycle, touchpoints may occur at any point during an interaction with your brand, including: Pre-sales, starting with a prospect’s first marketing touch. Making upsell offers.

B2B 116

B2B Journey mapping SaaS Engineering 116

REVE Chat Blog

NOVEMBER 21, 2019

Top expert marketers agree that lead generation ideas and best practices are the most important element in their marketing arsenal. Lead generation is one of the most critical steps in sales and marketing for this is where businesses get their precious pool of prospects that can eventually become loyal customers. .

Best practices 77

Best practices B2B Sales Chatbots 77

CSM Practice

JULY 6, 2020

The New SaaS Sales Environment during COVID-19. The decline in new logo sales and the increase in churn has led companies to invest more in protecting their revenue base. On the other hand, the median cost of acquiring the ACV dollar for plan expansions and upsells is only about $0.20 The Shift to Remote Work.

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Practice

JULY 6, 2020

The New SaaS Sales Environment during COVID-19. The decline in new logo sales and the increase in churn has led companies to invest more in protecting their revenue base. On the other hand, the median cost of acquiring the ACV dollar for plan expansions and upsells is only about $0.20 The Shift to Remote Work.

SaaS 71

SaaS Upselling Accountability Sales 71

ClientSuccess

JUNE 15, 2021

During a year where many companies had to make complex strategic decisions, and new sales weren’t exactly flying in at a rapid pace, existing customer accounts helped keep the lights on. During this planning stage, CSMs can identify areas where other team representatives (sales, product, etc.) Toolkit: Team Leadership Toolkit.

Upselling 52

Upselling Accountability SaaS Metrics 52

ClientSuccess

APRIL 13, 2021

As you’re working to establish yourself as an executive asset for customers, it’s important to make sure you don’t veer into sales territory. While new features or functionality may require an upsell conversation, CSMs should leave these to account managers. When you’re focused on your customer’s success, executives will take notice.

Upselling 52

Upselling SaaS Best practices Accountability 52

Amity

SEPTEMBER 28, 2016

Given Customer Success is still in early days, there is not necessarily a set of “best practices” for how to compensate your Customer Success team. That 30% can then be further segmented to weight different objectives, for example, renewals, upsells, or Net Promoter Score.

Upselling 95

Upselling SaaS Best practices Sales 95

Totango

JULY 24, 2020

You cannot schedule an upsell engagement at a predetermined time in the customer journey. The following best practices will let you prime your customers for expansion and then help them make the leap to a better way of working. Instead, you have to watch for a need to arise and then proactively fill it. Show Value Quickly.

B2B 62

B2B Enterprise Best practices Upselling 62

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. This includes providing resources such as user guides, tutorials, and webinars. <H2>Must-Have What is customer success?

Upselling 52

Upselling Metrics Best practices Customer centricity 52

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. Invite all users to training webinars.

Upselling 65

Upselling Accountability Customer retention Metrics 65

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. Sales and expansion will come naturally. That’s why customer communication is so important.

Marketing 53

Marketing Best practices Upselling Feedback 53

ChurnZero

DECEMBER 29, 2020

Today, you’d be hard-pressed to find a high-velocity sales, marketing, or product team without a designated operations function. In this article, we question the “Q” in QBR and if Customer Success teams are blindly following a best practice that may no longer be relevant to their customers’ success. Customer Success vs. Sales.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

ClientSuccess

JUNE 17, 2019

Whether that revenue comes from an upsell, cross-sell, expansion, or something else, it’s still new revenue attributed to the customer. While some organizations have CSMs handle the entire upsell process, others bring in sales team members to help facilitate negotiating and contracts.

Accountability 42

Accountability Upselling SaaS Feedback 42

SmartKarrot

JANUARY 13, 2023

Role: Customer Success Specialist Location: Warsaw, Mazowieckie, Poland (Hybrid) Organization: Zowie As a Customer Success Specialist, you will manage and support the success of a portfolio of customers across the entire post-sale customer journey from kick-off to advocacy and renewal. Apply here: [link]. Apply here: [link].

Upselling 19

Upselling Best practices Engineering Coaching 19

CustomerSuccessBox

NOVEMBER 19, 2018

We hear a lot in Customer Success about Voice of the Customer (VOC) but Debbi Stanley, CFRE , Vice-President of Sales & Customer Success, Rallybound feels there is a more important term – VOD or Valley of Death. Assume your sales has just sold a SaaS software to a customer and you are waiting for the implementation to begin.

SaaS 72

SaaS Metrics Benchmark Upselling 72

Totango

MARCH 10, 2020

Their overall goals and reasons for selecting your solution should be captured during the sales process and then built upon and shared among every team within your enterprise as they progress through the customer journey. You’re using real customer information to create practical and effective customer engagements. .

Customer Experience 93

Customer Experience Upselling Feedback SaaS 93

JivoChat

JULY 7, 2021

E-commerce sales are projected to account for 22% of all retail sales by 2023 , up from 18% in 2021. This rapid growth is creating opportunities and putting competitive heat on web-based sales. Following are some best practices for doing that. Just how important is digital engagement? Create a knowledge base.

Chatbots 52

Chatbots Self service Upselling Sales 52

Mindtouch

JULY 25, 2017

According to the Consortium’s website, the impetus behind this switch was to make the processes and best practices that define KCS “generic.” But taking the KCS methodology beyond Support to other organizations, namely Customer Success and Sales, introduces the potential for greater value.

Self service 59

Self service Best practices Upselling Analytics 59

ClientSuccess

OCTOBER 22, 2019

At its core, customer advocacy is when customer service teams work with customers to determine what is best for the customer and their long-term goals instead of making strategic decisions from an upsell or corporate growth standpoint. Webinar: The Customer Success Advocacy Ladder. Start building advocates from day one.

Customer advocacy 40

Customer advocacy SaaS Upselling Accountability 40

SmartKarrot

MAY 13, 2022

Serve as a customer advocate internally while effectively collaborating across the organization with sales, production, content, marketing, and audience teams. Managing a book of business, overseeing renewals and closing upsells. Collaborating with the Sales team to ensure a seamless transition from prospect to customer.

Upselling 19

Upselling Customer centricity Best practices Accountability 19

SmartKarrot

FEBRUARY 2, 2022

The webinar on ‘Customer Success: Learnings from 2021 and What Lies Ahead in 2022’ brought together an elite panel to shed light on customer success. With 500+ attendees, the webinar highlighted some key strategies, situations, and best practices for the customer success industry. About the Panel.

Upselling 19

Upselling Best practices Sales Accountability 19

Kayako

SEPTEMBER 15, 2016

Upsell – check! A lot of the time we are dealing with customers who tried numerous Google searches to find a solution before they contact support: Pre-sales: consumers make their own enquiries regarding a purchase. Post sales: 35% prefer to ask questions over the phone; 48% choose the self-service option.

Customer Support 68

Customer Support Feedback Best practices Engineering 68

ChurnZero

NOVEMBER 27, 2019

The Customer SuccessCon event series provides an intimate setting to learn, share best practices and speak freely and openly about the current state of Customer Success. . Drivers for corporate growth are no longer limited to Sales and Marketing. Top Five Customer SuccessCon Berkeley 2019 Takeaways.

Chief Customer Officer 75

Chief Customer Officer SaaS Metrics Education 75

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. Proactively collaborate with product, Sales, and Marketing teams to serve as the voice of the customer.

Upselling 19

Upselling CRM Finance Benchmark 19

SmartKarrot

JUNE 3, 2022

Serve as a customer advocate internally while effectively collaborating with internal teams including product management, sales, design, QA, and engineering. Promote available content – including webinars, best practice guides, user guides, and the Sovos online portal. Be the clients’ voice inside AppsFlyer.

Engineering 19

Engineering Best practices Upselling Sales 19

SmartAction

JUNE 9, 2023

Increased Sales The potential to significantly increase sales by providing personalized and interactive experiences to customers through AI is real. By providing proactive support and personalized recommendations, conversational AI acts as a virtual sales assistant, effectively nurturing leads and driving conversions.

Virtual Agent 74

Virtual Agent Chatbots Self service Feedback 74

The Petrova Experience

FEBRUARY 17, 2021

In the third quarter of 2020 US e-commerce sales went up 36.7% Last year, we hosted a webinar for US airports. Others miss out on this upsell opportunity. At checkout, a customer feedback survey is the best addition. This is the best practice that will lead your web visitor on a digital journey.

Healthcare 59

Healthcare Feedback Upselling Engineering 59

SmartKarrot

FEBRUARY 25, 2022

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

Engineering 19

Engineering Coaching Upselling Feedback 19

Influitive

MAY 12, 2016

Today’s empowered customers expect the interactions they have with your sales and marketing teams to be highly personalized and relevant—which can make striking up valuable conversations with prospects challenging. That’s one reason why account-based marketing has become a popular strategy in recent years. Advocates help companies grow 2.5

Accountability 61

Accountability Marketing B2B Customer advocacy 61

SmartKarrot

APRIL 28, 2021

Continually engage internally and cross-functionally to learn about new business applications, positioning the REEF brand and upselling new opportunities to clients. Read and analyze customers’ results and share best practices with the team for them to educate customers to improve their results. Apply here: [link].

Real estate 10

Real estate Upselling Customer retention Accountability 10

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

SmartKarrot

AUGUST 16, 2021

Work with your assigned Strategic Account Manager (SAM) to meet retention and upsell goals. Develop new materials – presentations, best practices, roll-out plans, QBRs. Act as liaison between multiple internal teams (services, sales operations, marketing, and sales). Apply here: [link].

Accountability 19

Accountability Upselling B2B Customer centricity 19

Amity

DECEMBER 14, 2016

Others manage subscriptions, software usage, renewals, upsells and other parts of the sales process. 11-12pm Weekly sales enablement meeting: Knowing our product inside and out is imperative to doing our job well. In the always-on world of SaaS, the role of customer success varies across companies and industries.

Management 84

Management Finance Enterprise Accountability 84