Netomi

FEBRUARY 21, 2024

Chatbots are at the forefront of the hospitality industry, from managing bookings to handling customer queries and providing personalized recommendations. Post-departure, they assist in gathering feedback, managing follow-ups, and maintaining engagement, which is vital for customer retention.

Chatbots 40

Chatbots Upselling Feedback Personalization 40

ClientSuccess

MARCH 9, 2020

As part of this mission, customer success managers (CSMs) are responsible for the ongoing ‘success’ of a customer account. Every customer interaction, whether it’s a conversation with marketing about a case study or a negotiation with a CSM over an expansion opportunity, influences the customer experience.

Customer Experience 97

Customer Experience Accountability Upselling SaaS 97

8x8

AUGUST 7, 2017

This internal tug of war between contributing to the greater good of the company or ensuring job security can hurt businesses in the long-run as critical issues remain unidentified by management. Below are some tips to building an effective quality management program: Modernize the evaluation form. did agent greet the customer, etc).

Quality management 48

Quality management Management Contact Center Upselling 48

ChurnZero

FEBRUARY 26, 2021

But along with meeting the demands of their external-facing role, Customer Success also faces a barrage of internal requests – whether it’s case studies for Marketing, referrals for Sales, or research for Product. “In Give Product thematic feedback, not anecdotes. Give Product greater exposure to customer experiences.

Management 59

Management Feedback Sales SaaS 59

ClientSuccess

MARCH 9, 2020

As part of this mission, customer success managers (CSMs) are responsible for the ongoing ‘success’ of a customer account. Every customer interaction, whether it’s a conversation with marketing about a case study or a negotiation with a CSM over an expansion opportunity, influences the customer experience.

Customer Experience 74

Customer Experience Upselling Accountability SaaS 74

CustomerSuccessBox

JUNE 20, 2022

In general, this tool offloads the heavy work of tracking and managing all the customer success metrics. To do that, they need to: Track a dozen of complex metrics, Study analytics, Optimize the onboarding workflows, and Monitor the “n” number of other tasks. Detect and Act on Upsell & Cross-sell Opportunities.

Upselling 52

Upselling SaaS CRM Multi-channel support 52

ChurnZero

APRIL 27, 2022

As a vendor, value realization affects customer loyalty and retention, customer satisfaction, referrals and recommendations, and opportunities to upsell. They may be open to upsells, cross-sells, or add-ons. Implementing a value management process is the best way to define, measure, and leverage value. 5: Optimization.

Chief Customer Officer 52

Chief Customer Officer Upselling Education Metrics 52

CustomerSuccessBox

MAY 9, 2022

While your company can recruit additional Customer Success Managers and improve the customer experience, you’ll also need a Customer Success dashboard that provides revenue insights into every aspect of the customer journey. Onboarding & Training, Support, and Customer Success Management are the three branches of most CS teams.

Metrics 52

Metrics Upselling Customer advocacy CRM 52

Inbenta

DECEMBER 14, 2021

They can push promotions in a specific timeframe and recommend or upsell insurance plans by making suitable suggestions at exactly the right moment. Support diversification by recommending, cross-selling, or upselling appropriate products. Engage: Get feedback, receive complaints. Case studies. Case study 1: AG2R.

Chatbots 52

Chatbots Upselling Average Handle Time Analytics 52

CustomerSuccessBox

JANUARY 8, 2020

Customer success department’s responsibilities are slowly increasing to encompass several things like increasing LTV of customer base, reducing churn, providing references, case studies, customer stories to sales and marketing, providing feedback to product team, creating upsell opportunities, facilitating renewals, etc!

Upselling 52

Upselling SaaS B2B Metrics 52

Totango

JULY 24, 2020

Leverage Voice of Customer Feedback. You cannot schedule an upsell engagement at a predetermined time in the customer journey. Leverage Voice of Customer Feedback. Gathering Voice of the Customer (VoC) feedback is important, and acting on that information is equally important. Review and Enhance Features.

B2B 62

B2B Enterprise Best practices Upselling 62

ClientSuccess

NOVEMBER 26, 2018

While many customer success managers (CSMs) are well-versed in the day-to-day activation and implementation conversations with customers, introducing them to additional services, turning them into advocates, and having upsell conversations, their customer marketing strategies and results can often fall short.

Marketing 56

Marketing Upselling SaaS Customer retention 56

Amity

APRIL 3, 2017

Generally speaking, CSAT is sent out after each contact made (or case solved) with your Customer Support Team. Customer Success Managers should get into the habit of checking the CSAT of the most recent interaction(s) their accounts may have had with support. and be sure to follow up on the feedback (good, bad and ugly).

Upselling 70

Upselling Metrics Feedback Accountability 70

SmartKarrot

SEPTEMBER 2, 2022

Act as an internal advocate for customers by providing client feedback. Apply here: [link] Role: Director, Customer Success Location: Chicago, IL, US Organization: Grubhub As a Director of Customer Success, you will exceed financial targets by managing pipeline and team activity, with an ability to accurately forecast and motivate.

Upselling 19

Upselling Customer advocacy Coaching Feedback 19

Amity

JANUARY 4, 2017

As a matter of fact, I am sure most Customer Success Managers and Leaders have grown tired of explaining what Customer Success is and how it is a very different entity from Support. What does a Customer Success Manager (CSM) do? Let’s not forget the upsell and cross sell opportunities. What value will a CSM bring?

Upselling 63

Upselling Feedback Sales Marketing 63

Totango

AUGUST 14, 2020

Ideally, this long-term partnership will see your customer reach milestones with your help, expand their use of your product, and upsell or cross-sell in other ways. The customer success approach breaks down the customer journey into simple, easy-to-manage stages. Defining Customer Success Throughout the Customer Journey.

Enterprise 77

Enterprise Feedback Upselling Accountability 77

CSM Magazine

JULY 16, 2020

AI tools should also support everyone, employees, managers and customers, to ask and receive the information they need, whenever and wherever they need it, quickly and using engaging, natural language. Customer management – AI tools guarantee round-the-clock customer service – they never sleep, go off sick or need a holiday!

Automotive 59

Automotive Transportation Enterprise Upselling 59

SmartKarrot

NOVEMBER 28, 2022

Role: Customer Success Manager Location: New York, United States (On-site) Organization: Talon.One As a Customer Success Manager, you will delight customers with continual support and proactive suggestions making their business more successful. Identify upsell opportunities. Apply here: [link]. Produce monthly reports.

Upselling 19

Upselling Best practices Accountability Feedback 19

Totango

OCTOBER 20, 2020

Anticipating which customers are viable candidates for upsell/cross-sell opportunities. Asking promoters to participate in a case study, serve as a reference, or speak at an event. Following-up with detractors to solve their dissatisfaction and establish an action plan based on their business goals and monitored feature usage.

Customer Experience 87

Customer Experience Education Customer centricity Metrics 87

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. For larger clients, it’s a good idea to conduct interviews and build a case study around exactly what you did to help them.

Marketing 53

Marketing Best practices Upselling Feedback 53

SmartKarrot

MAY 13, 2022

Role: Director of Customer Success Location: New York, NY, US Organization: CyberRisk Alliance As a Director of Customer Success, you will mentor, train, and inspire a team of high-performing Customer Success Managers. Manage acquisition tasks related to customer success. Generating customer references and case studies.

Upselling 19

Upselling Customer centricity Best practices Accountability 19

SmartKarrot

OCTOBER 20, 2022

Role: Customer Success Manager Location: Remote, New York, NY, US Organization: Tremendous As a Customer Success Manager, you will onboard high-value clients. This consists of running onboarding sessions, managing timelines, and ensuring the new sales wins come to fruition successfully. Account management.

Customer advocacy 19

Customer advocacy Enterprise Best practices Upselling 19

SmartKarrot

JANUARY 20, 2023

Manage complex cases on compliance, payroll, invoicing, account setups, etc. Participate in centralizing the feedback from the users, and help define the improvements needed with the product team. Govern and develop processes for risk management, OKRs, and customer feedback. Provide day-to-day support to all CSMs.

Government 19

Government Upselling Accountability Customer centricity 19

Amity

JULY 4, 2017

But there’s even more you can do to power up your Customer Health Score and NPS program when you integrate a customer feedback platform with your Customer Success Platform. Gather feedback at key points of the customer journey to give more context and meaning to your NPS score. You can’t save a customer, and they churn.

Surveys 66

Surveys SaaS Feedback Customer advocacy 66

SmartKarrot

NOVEMBER 24, 2022

Role: Customer Success Consultant Location: Remote, United States Organization: Phocas Software As a Customer Success Consultant, you will manage assigned accounts by developing and nurturing strong, positive, proactive relationships and understanding the customers’ business and technical needs. Handle Revenue Cycle Management.

Consulting 19

Consulting Consulting Upselling Education 19

SmartKarrot

FEBRUARY 21, 2023

To provide high levels of customer satisfaction, recruit and train the best customer success managers. Line manage the team, cultivate a positive team culture, hold regular 1-on-1 meetings and team gatherings, and make sure that decisions, plans, and goals are communicated and that problems are promptly fixed.

Upselling 19

Upselling Technical Support SaaS Consulting 19

SmartKarrot

FEBRUARY 1, 2022

Oversee customer onboarding, strategic business reviews, success plans, contract renewals and upsell opportunities. Provide regular reporting to the leadership team on metrics, goal attainment, programs, and customer feedback. testimonials, case studies). Responsible for account-level expansion initiatives.

Accountability 19

Accountability Healthcare Upselling Metrics 19

SmartKarrot

NOVEMBER 17, 2022

Role: Head of Customer Success Location: Remote, United States Organization: Voxie As a Head of Customer Success, you will mentor and inspire a team of high-performing Customer Success Managers. Consolidate product feedback provided to CSMs from customers and act as a customer advocate to the Product and Engineering teams.

Benchmark 19

Benchmark Accountability Upselling Engineering 19

SmartKarrot

OCTOBER 27, 2022

Role: Director of Customer Success Location: Remote, United States Organization: Givelify As a Director of Customer Success, you will advise customers as a trusted partner on use-cases, fundraisinggiving strategies, and Givelify products and services. Manage QBRs. testimonials, case studies).

Upselling 19

Upselling SaaS Coaching Best practices 19

SmartKarrot

JANUARY 6, 2023

Role: Head of Customer Success Location: San Jose, CA, United States Organization: Resolve Biosciences As a Head of Customer Success, you will recruit, manage, and develop the team of CTAs and DSAs. Encourage the team to get customers to document and share success stories, such as case studies, blogs, referrals, and webinars.

Upselling 19

Upselling Analytics Sales Metrics 19

Comm100

DECEMBER 8, 2020

It takes careful management of a lot of moving parts. 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. Enter automation.

Chatbots 53

Chatbots Scripts Sales Personalization 53

SmartKarrot

AUGUST 26, 2022

Role: Director of Customer Success Location: Remote, United States Organization: FinditParts As a Director of Customer Success, you will manage Contact Center Operations to deliver a great customer experience, meeting or exceeding all revenue goals, KPIs, and SLAs. Do the work of winning renewals and driving expansion and upsell.

Best practices 19

Best practices Upselling Analytics Coaching 19

LiveChat

DECEMBER 18, 2018

That’s why ask for an honest feedback regarding the product. Upsell – aka “How you like me now?” For example, when I create a case study with our customer and I need a fast response, I choose a chat instead of an email. We try to remember that when gathering feedback and talking with LiveChat’s new clients.

Upselling 58

Upselling SaaS Feedback Personalization 58

SmartKarrot

FEBRUARY 17, 2022

Manage the end-to-end software implementations with clients, post-sales. Apply here: [link] Role: Customer Success Manager Location: London, England, United Kingdom (On-site) Organization: Enthuse As a Customer Success Manager, you will provide sector-leading relationship management to your portfolio of the largest accounts.

Customer advocacy 19

Customer advocacy Upselling B2B SaaS 19

SmartKarrot

OCTOBER 21, 2021

Work collaboratively with Sales leadership to ensure a consistent handoff experience to the Account Management team through CSQL’s. Coach, mentor, and develop a team of Customer Success Managers for upward growth at both the IC and Manager level. Identify opportunities and lead upsell/cross-sell deals from start to finish.

Upselling 19

Upselling Accountability Customer centricity Coaching 19

CSM Magazine

MARCH 27, 2020

Its effects are seen when customers churn, case studies are scarce, and account managers and sales teams are having a hard time getting customers on board with new products and features. Providing product feedback. Conducting usability studies. Product planning and installation. Training sessions.

Customer Support 52

Customer Support Self service Feedback Upselling 52

SmartKarrot

MARCH 30, 2022

Manage customer relationships and become the trusted advisor for the customer. Apply here: [link] Role: Customer Success Manager Location: San Jose, CA, US (Hybrid) Organization: Sage As a Customer Success Manager, you will build a cohesive team of Customer Success Advocates that reflects Sage Intacct’s customer-centric approach.

Upselling 19

Upselling Customer centricity SaaS Accountability 19