Vonage

OCTOBER 12, 2015

As such, this article, although it focuses on sales tactics, actually falls under the heading of customer service. Incorporate these five customer service strategies into your sales tactics and watch sales grow. is too vague and doesn’t invite a definitive answer. It is everyone’s job. The standard “Can I help you?”

Sales 102

Sales Customer Service Upselling B2C 102

ChurnZero

JULY 17, 2020

This is a guest blog post by Irit Eizips , Chief Customer Officer and CEO of CSM Practice. . In some cases, the renewal process is owned by the Sales team (not the Customer Success team). Assuming that the Sales team owns the renewals, this blog will first address the question of which role within Sales should own the renewal process.

Sales 59

Sales Chief Customer Officer Upselling Accountability 59

CSM Practice

APRIL 16, 2019

In this blog, I’m going to share best practices and proven tactics to help your company increase new business deals, accelerate your sales cycle and increase net retention rate using best of breed advocacy playbooks for Customer Success teams. accelerating your sales process, and help close more new, upsell and cross sell deals.

Customer advocacy 55

Customer advocacy Upselling Management Best practices 55

Comm100

DECEMBER 8, 2020

Other benefits of using a chatbot are: Increased sales by improving customer support and satisfaction levels They help you save on costs for customer support representatives ( up to 30% ) They save you the time you’d normally invest in managing customer support. How Chatbots Improve Customer Satisfaction. Streamlining the Customer Journey.

Chatbots 53

Chatbots Scripts Sales Personalization 53

ChurnZero

APRIL 27, 2022

As a vendor, value realization affects customer loyalty and retention, customer satisfaction, referrals and recommendations, and opportunities to upsell. The stages of value realization are definition, delivery, realization, validation, and optimization. Definition. They may be open to upsells, cross-sells, or add-ons.

Chief Customer Officer 52

Chief Customer Officer Upselling Education Metrics 52

JivoChat

APRIL 8, 2021

There are many benefits of customer engagement tools, as they can help your company do the following: Boost Sales and Revenue. So, striving to deliver excellent customer service is a surefire way to increase your sales. Shorter Sales Cycles. With a more informed sales process, you can reduce sales cycles to close leads quickly.

Sales 52

Sales Chatbots Brand ambassadors Surveys 52

TeamSupport

MAY 11, 2021

That’s how TeamSupport CEO Pete Khanna and ProfitSword VP of Sales and Marketing Paul Bennie began their speaking session at the recent TSIA Interact annual conference. This blog provides the highlights from their talk. And the Sales pipeline (number of opportunities, Closed Won per month, time to close, etc.).

B2B 98

B2B Upselling Metrics Education 98

Fonolo

JULY 5, 2023

They definitely don’t want to call you twice. How they approach upselling opportunities Upselling is something that all your customer-facing employees should be doing — not just sales. Remember that the customer experience doesn't end when you make the sale. Customers don’t want to call you in the first place.

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

Totango

MARCH 26, 2021

The definition of the customer lifecycle has shifted from the perspective of the seller to that of the customer in the wake of technological advances. At one time, customer lifecycle models took a seller-centric perspective which split the pre-sales phase of the customer’s journey from the post-sales phase. Conversion.

SaaS 66

SaaS Best practices Upselling Education 66

Nicereply

JUNE 20, 2023

The SaaS model has blurred the lines between marketing, sales, conversion, on-boarding, training, support,and retention. With Customer Experience talent, communication style, and ability to upsell/renew without being or seeming “salesy” are also skills we tend to look for. Kristina: CX has really evolved over the past decade.

Customer Experience 86

Customer Experience SaaS Construction Morale 86

CSM Practice

FEBRUARY 24, 2020

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. While this blog focuses on customer financial metrics, it is part of blog series, where we examine each customer success metric category in separate blogs.

Metrics 52

Metrics Upselling SaaS Accountability 52

Totango

AUGUST 21, 2020

We currently have 13,000 Totango users in the system contributing to, leading, running operations for our Sales and Customer Success Field teams. SC: Health scoring is a good example of this, however all of the data / KPI definitions can be a good example. SC: Totango is very easy to use and is cloud-based. We are 18 months in.

Upselling 115

Upselling Accountability Metrics SaaS 115

Amity

SEPTEMBER 17, 2015

Sales has Salesforce. First, a definition. They were definitely on to something. How about sales? If your customer success organization is managing renewals and upsells, you will definitely want to provide accurate reports of renewal stats and upsell revenue. Accounting has Quickbooks.

Upselling 72

Upselling SaaS Metrics Sales 72

ClientSuccess

JULY 1, 2021

Skill #4: Sales (or sales-adjacent) Experience . While customer success management in no way involves sales (this is more account management), it is a good idea for CSMs to have some comfort with having sales-focused conversations. eBook: The Definitive Guide to CSM Comp Plans. Skill #5: Empathy .

Upselling 52

Upselling Accountability Sales Management 52

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

CSM Practice

FEBRUARY 24, 2020

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. While this blog focuses on customer financial metrics, it is part of blog series, where we examine each customer success metric category in separate blogs.

Metrics 52

Metrics SaaS Customer retention Upselling 52

CSM Practice

FEBRUARY 24, 2020

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. While this blog focuses on customer financial metrics, it is part of blog series, where we examine each customer success metric category in separate blogs.

Metrics 52

Metrics SaaS Customer retention Upselling 52

ChurnZero

MAY 31, 2019

It’s now been a full year since we first launched the churn monster blog series, can you believe it? This is definitely not what you wanted to hear. To learn more about the churn monsters that might be in your closet, download our churn monster playbook , which can be your definitive guide in fighting customer churn.

Upselling 75

Upselling Accountability Customer retention Metrics 75

CustomerSuccessBox

OCTOBER 5, 2021

The following are the key considerations that you must look at (for improving retention, increase renewals & upsells, etc. NRR takes into account the total revenue earned minus any revenue churn (caused due to departing customers or customers who have downgraded) plus any revenue gained through upsells or cross-sells.

Upselling 59

Upselling SaaS Metrics Accountability 59

Totango

AUGUST 18, 2022

It also promotes higher product usage, increases the likelihood of upselling purchases and encourages customers to become enthusiastic brand advocates. Optimizing your customer onboarding may not be your only priority, but it should definitely be high on your list.

Journey mapping 93

Journey mapping SaaS Upselling Enterprise 93

GetFeedback

MAY 9, 2019

We’ll go into more detail below as to why, but for now, here is our definition: Great customer experience means meeting or exceeding the expectations of your customer during all interactions with your company. Yes, you can steal that definition. You can prove an increase in revenue through customer retention and sales optimization. .

Customer Experience 134

Customer Experience Metrics Journey mapping Feedback 134

Lumoa

FEBRUARY 9, 2023

Our A to Z Guide to Customer Experience Definitions and Terms covers everything you need to know, from clear definitions of key terms to a comprehensive overview of the topic. upselling to the most loyal customers) Process changes (e.g. ” – Lynn Hunsaker for ClearAction. ” – Blake Morgan for Forbes.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

ClientSuccess

OCTOBER 2, 2019

These individuals have long been specialists outside of new business sales teams. An Account Manager (or AM for short) goes after existing customers with the goal of renewing, cross-selling, and upselling the company’s product. As a general guideline of the duties of a Customer Service Manager, JobHero’s definition is helpful: . “A

Accountability 47

Accountability Management Upselling SaaS 47

ProProfs Blog

SEPTEMBER 28, 2018

Is C-3PO going to be able to upsell a customer on another product/service your company makes because of his positive interactions with them? Definitely not. Increased Sales: Chat not only keeps consumers from abandoning online shopping carts and order forms, but it can also be an upselling and cross-selling tool.

B2B 159

B2B Chatbots Upselling Interactive Voice Response 159

ChurnZero

NOVEMBER 23, 2022

This is a guest article by Stephanie Neale , CEO, Blind Zebra , a sales and client success training company for B2B pros. To avoid hounding your customers for renewals and upsells during the holiday season, try using Blind Zebra’s Q4 deal accelerator. Step 2: Rate your open renewal and upsell opportunities for timing.

Upselling 98

Upselling B2B Sales Management 98

JivoChat

APRIL 16, 2023

According to Statista, ecommerce sales worldwide are projected to reach around 8.1 Definition of ECommerce Just like anything, we need to understand what we’re dealing with before getting started. You know that just through this that it’s not only advertising that makes sales. trillion U.S. dollars worldwide in 2021.

Analytics 82

Analytics Engineering Advertising Sales 82

Lumoa

APRIL 28, 2024

If you’re reading this blog post, you are probably one of them. You can even find opportunities for cross-selling, upselling, or personalized promotions by using real-time insights and trends generated by AI. Sales through Word-of-mouth Marketing : People are 90% more likely to trust and buy from a brand recommended by a friend.

Feedback 83

Feedback Consulting Consulting Enterprise 83

ClientSuccess

JUNE 13, 2017

For those of you in customer success and sales, it’s nearly impossible to go a day without hearing words like “churn”, “retention”, and “revenue”. Definition: The percentage of customers retained over a given period of time. Definition: The percentage of customers that are lost (i.e. Churn, Retention, Revenue. Two Part Series.

SaaS 43

SaaS Metrics Customer retention Upselling 43

ChurnZero

MARCH 31, 2022

Sometimes people want to say “uncontrollable” churn to exclude companies that went out of business (but that’s still real churn) or that got acquired (but wait, why couldn’t you upsell the parent company? A: If you look at first principles, you should lag it by your average sales cycle length.

SaaS 98

SaaS Metrics Accountability Technical Support 98

Global Response

SEPTEMBER 11, 2023

Save money and increase sales with a brand-obsessed, people-first team that delivers a high-touch, superior customer experience, every time. For example, at Global Response, we’ve helped teams : increase online sales by 25% reduce call burden by 28% improve service performance by 130% Lack of control over operations.

outsourcing 62

outsourcing Call Center Healthcare Service level 62

ClientSuccess

NOVEMBER 21, 2017

We’ve all been there: A customer relationship is going well and there are no obvious problems or red flags in sight, yet when it comes time for a ‘serious talk,’ such as a renewal conversation or upsell demo, there is suddenly radio silence on the customer’s end. Multiple Ways a CSM Can Bring a Customer Back.

Upselling 50

Upselling Metrics SaaS Best practices 50

aircall

JANUARY 29, 2021

Answering sales or support questions. Providing support after a sale . Upselling and cross-selling . There’s no doubt that your company will be continually introducing new products or services that will require additional training sessions for sales and support teams. Call center training encompasses many different areas.

Best practices 62

Best practices Call Center call center software Morale 62

ChurnZero

MAY 3, 2019

The following is a guest blog post by Sam Makad. . A lot of upselling and cross-selling opportunities! The most commonly quoted challenge facing Customer Success leaders worldwide over the past ten years or more has been confusion over the role and definition of Customer Success. An obvious benefit of this knowledge?

Customer retention 75

Customer retention CRM Upselling Sales 75

CustomerSuccessBox

APRIL 29, 2022

Since this is such a crucial step in your client’s journey, there are definitely customer onboarding guidelines to follow. For example- Each month, sales teams prefer to keep track of how much revenue they generated. Marketers track qualifying leads, which don’t necessarily turn into sales.

SaaS 52

SaaS Customer retention Metrics B2B 52

Amity

JANUARY 30, 2019

This article was originally published on WnTD's blog. ’ In case you didn’t read it, or need a refresher, our definition of Customer Success is proactive enablement. How will you support your organization in achieving your definition of Customer Success? Account Management / CS Sales.

Education 61

Education Engineering B2C Technical Support 61

JustCall

APRIL 5, 2023

It helps you streamline your approach and create a definite process for managing customers. In this blog, we will explore what customer success management is about, the instrumental role its software plays in driving customer success, as well as the various customer success management tools utilized in this endeavour.

Management 52

Management CRM Analytics Customer retention 52

ChurnZero

NOVEMBER 18, 2022

The Q&A portion of the webinar covered topics including how to overcome budget objections, promote CS wins across the organization, secure budget at the same rate as sales, and much more. It’s one of our blog posts from last month, and it’s on my LinkedIn profile. A lot of times, my COO might know about it.

Finance 98

Finance Education Sales Accountability 98