Global Response

FEBRUARY 26, 2024

From robust customer relationship management (CRM) systems to AI chatbots, technology has transformed customer service into a more efficient, accessible, and personalized experience. LET’S CONNECT As all managers know, empowering employees to make customer-centric decisions is key.

Call Center 62

Call Center Customer Service outsourcing CRM 62

Education Services Group

NOVEMBER 25, 2019

Instead, they’re simply “rebranding” their Account Managers as Customer Success Managers with little to no training or transition. Though both AMs and CSMs have a post-sales role, and AMs often make excellent CSMs with the proper change management and training, the two practices are certainly far from synonymous.

Accountability 59

Accountability Management Upselling Sales 59

Totango

DECEMBER 12, 2019

How do you begin to manage all the potential outcomes, needs, and variables that determine the path ahead? The customer lifecycle management process segments the customer journey into stages, including onboarding, adoption, escalation, and renewal. How to Manage the Customer Lifecycle. Break it down into small steps.

Management 64

Management Enterprise Best practices Benchmark 64

ClientSuccess

MAY 10, 2022

This includes the initial contract, of course, and any upsells, expansions, and renewals that may occur. Think about any potential product enhancement requests, advisory board placements, case study potential, customer speaking engagements, etc. Total customer revenue per year: start with the contract value and ARR.

Upselling 59

Upselling Metrics Accountability Sales 59

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

Inbenta

JULY 29, 2021

Second, there are tons of cancellations due to surges in Covid cases, new safety laws, and other scenarios, all of it pushing travelers to cancel, reschedule or postpone their flights. Quality of attention needs to be higher than ever, but at the same time scalable enough to make it manageable with the uptick in customer support requests. .

Airlines 88

Airlines Chatbots Upselling Self service 88

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

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 are more than a passing trend.

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

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

Totango

MARCH 5, 2021

Managing your CRR confers several important benefits which can directly benefit your bottom line. Retaining customers is far less expensive than the cost of acquiring new ones and can bring growth in the form of upsells from current customers. A Positive Customer Retention Rate Leads to Renewals and Upsells.

Customer retention 85

Customer retention Upselling Enterprise Benchmark 85

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

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. Case studies. Case study 1: AG2R. Case study 2: DKV.

Chatbots 52

Chatbots Upselling Average Handle Time Analytics 52

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 At Nylas, Matt shares that they use Productboard, a product management software, to manage their customer feedback.

Management 59

Management Feedback Sales SaaS 59

Global Response

JULY 23, 2023

How to Fix It: Although this is a relevant concern, it’s actually a very easy one to fix—because there’s actually a number of ways that working with a call center can save you money compared to managing operations in-house. So how do you find a call center that will benefit your business?

Call Center 62

Call Center outsourcing Bilingual agents Service level 62

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

CustomerSuccessBox

MAY 30, 2022

*Julie, a Customer Success Manager , with ABC corp (a B2B SaaS firm) is excited about the upcoming annual conference. She instantly thinks about Mr. X, who has been the focus of numerous previous case studies and whose product usage has been positive. These rules have a threshold for upsell or risk signal generation.

Upselling 52

Upselling Calibration Engineering Big data 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

ChurnZero

JULY 9, 2020

After each instruction-based webinar, customers have a 1:1 consultation with their Customer Success Manager. This dual-channel approach makes better use of the Customer Success Manager’s deep expertise and limited time (especially for scaling teams) as opposed to using the session to explain remedial how-tos and tactics. .

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

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

CustomerSuccessBox

MAY 18, 2022

A dedicated AI-powered customer success platform aiding SaaS firms to onboard, retain, upsell and drive MRR. With an agenda to improve training for customer success managers, SuccessCOACHING strives to answer the questions of “how” of the customer success with the proven practices and methods. CustomerSuccessBox. SuccessCoaching.

SaaS 52

SaaS Upselling Education Customer retention 52

Comm100

NOVEMBER 2, 2020

We have hand-picked some of the top chatbot examples to show you how you could use AI customer service bots across channels – 5 use cases across industries, plus one case study of how a chatbot resolved 91% of live chat inquiries. Post-sale, your chatbot can be a 24/7 customer success manager. And in December 2019?

Chatbots 57

Chatbots Customer Service Banking Healthcare 57

SmartKarrot

SEPTEMBER 2, 2022

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. Build customer advocates through reviews, case studies and references.

Upselling 19

Upselling Customer advocacy Coaching Feedback 19

Global Response

SEPTEMBER 11, 2023

An outsourced call center is an external team that manages call center operations to respond to customer communications and inquiries. Call centers may focus on simply inbound or outbound customer calling (or both), or they may serve as a contact center and manage multiple types of customer communications. Ready to perfect your CX?

outsourcing 62

outsourcing Call Center Healthcare Service level 62

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. Customer Success Manager that managed the account. Analyze it.

Upselling 70

Upselling Metrics Feedback Accountability 70

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

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

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

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

Totango

JULY 24, 2020

You cannot schedule an upsell engagement at a predetermined time in the customer journey. That support could take the form of additional training or materials such as webinars, or it could be an in-product solution that doubles as a ready upsell. Instead, you have to watch for a need to arise and then proactively fill it.

B2B 62

B2B Enterprise Best practices Upselling 62

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 84

Customer Experience Education Customer centricity Metrics 84

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

SmartKarrot

APRIL 20, 2022

Manage the process for customer escalations, ensuring all the proper stakeholders are involved. Identify upsell opportunities that will be directed to General Managers on the Partnerships team. Work closely with the Engagement Managers to roll out new engagement strategies. testimonials, case studies).

Upselling 19

Upselling Best practices Accountability Sales 19

Amity

JULY 26, 2017

When making the case for Customer Success, make sure you understand what Customer Success can actually bring to the Sales team and how it will power not only retention and expansion but also acquisition. Without Customer Success, a lot of the Sales staff’s time is dedicated to account management. Offload Your Sales Team.

Sales 57

Sales Upselling Customer centricity Accountability 57

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

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