Coaching Consulting Customer centricity Upselling 
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. Brian Cantor, Managing Director, Digital at Customer Management Practice.
Totango
NOVEMBER 27, 2023
The report also explains that advanced technologies, like AI and machine learning, also enhance the efficiency and impact of CS teams by: Extracting actionable insights from customer data to prompt customer-centric business decisions. Analyzing extensive datasets to forecast trends.
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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. Start with: Becoming Customer-Centric (playlist) : How to champion CS within your organization.
Totango
OCTOBER 20, 2022
At other companies, CS managers may be assigned to follow up on sales during the customer onboarding phase. Customer success managers are critical at SaaS companies, where they help deliver results that promote subscription renewals and upsells. What Makes a Good Customer Success Manager? Coaching and training.
CSM Magazine
OCTOBER 12, 2022
From hiring new agents to training new joiners and developing existing team members, prioritise the top five behaviours that are the hallmarks of good customer conversations: empathy, helpfulness, adaptability, active listening, and patience. Graeme Meikle is a Senior Consultant at Calabrio. About the Author. About Calabrio.
ChurnZero
MAY 3, 2022
Start with: CSM Mastermind: Sharing Customer Feedback Effectively CSM Mastermind: Handling High-Risk Customers and Preventing Churn Moments of Truth (playlist): Focused, impactful CS advice from leaders. Start with: Becoming Customer-Centric (playlist) : How to champion CS within your organization.
ChurnZero
NOVEMBER 4, 2022
To get a CEO’s perspective on the matter, ChurnZero’s You Mon Tsang joined ESG for a special CEO panel on “ The economy and Customer Success: The impact and what to do about it ,” with ‘nuffsaid’s Chris Hicken and Kapta’s Alex Raymond. Difficult conversations lead to deeper customer connections. Learn from three SaaS CEOs.
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