Amity

APRIL 7, 2017

For example, if your company’s main goal is growth, identify key metrics that support achieving higher revenues. In this case, the metrics you pick should allow you to show your team’s impact on both existing revenues as well as new business. Register for the webinar! Step 2: Metrics.

Chief Customer Officer 67

Chief Customer Officer Metrics Consulting Consulting 67

CustomerSuccessBox

JANUARY 24, 2019

On the other hand, customer success department is responsible for reducing churn (which in turn increases the LTV of the customers) and also upsells and cross-sells (which brings in additional revenue). Both the departments are measured on totally different metrics. Customer success department is success oriented.

Customer Support 67

Customer Support Upselling SaaS Transportation 67

SmartKarrot

NOVEMBER 30, 2022

Role: Customer Success Director Location: Edmonton, AB, Canada (Hybrid) Organization: Drivewyze As a Customer Success Director, you will lead, coach, and mentor a high-performing team accountable to manage the deployment of software for the customer fleet organizations. Host and present in webinars, in-person events, and company events.

Coaching 19

Coaching Accountability Upselling Metrics 19

SmartKarrot

JANUARY 13, 2023

Proactively work with the sales team on upsells and expansion opportunities while mitigating potential churn risks. You’ll participate in webinars and the creation of case studies, present at company meetings, and write blogs and articles. Think strategically to establish, maintain, and plan on how to maximize platform satisfaction.

Upselling 19

Upselling Best practices Engineering Coaching 19

SmartKarrot

APRIL 28, 2023

You’ll be the alpha dog, coaching, mentoring, and directing our customer success managers to give each and every one of our clients an excellent experience. Create and carry out programmes in Marketo for a variety of channels, including email, the web, nurturing of in-products, field events, webinars, etc.

Upselling 19

Upselling Coaching Engineering Customer retention 19

SmartKarrot

OCTOBER 13, 2021

Define operating metrics for the team, including goals, KPIs, and tracking systems. Define Customer Satisfaction metrics and ensure clients are being tracked and evaluated through regular touchpoints, surveys, and client business metrics. Deliver keynotes and webinars on different aspects of personalization.

Upselling 19

Upselling Metrics Coaching Accountability 19

SmartKarrot

FEBRUARY 25, 2022

Role: Director of Customer Success Location: Mahwah, NJ, US Organization: Radware As a Director of Customer Success, you will lead, coach, mentor Professional services engineers and TAMs. Track and report on key performance and customer satisfaction metrics to make informed decisions about operational and procedural changes.

Engineering 19

Engineering Coaching Upselling Feedback 19

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. Assemble the processes, tools, metrics, people and culture needed to deliver exceptional performance and customer experiences. ????Develop

Real estate 10

Real estate Upselling Customer retention Accountability 10

SmartKarrot

JUNE 15, 2021

Apply here: [link] Role: Director, Customer Success Location: New York, NY, US Organization: Ogury As a Director, Customer Success, you will lead a team of CSMs & coach them across the full sales cycle, maximizing their customer service, performance, and revenue opportunities.

Upselling 10

Upselling Coaching Customer centricity CRM 10

Talkdesk

OCTOBER 20, 2016

Do you want to upsell more customers? This type of software can share real-time performance against key metrics with the entire organization so that agents know how they are performing both as an individual and as a team. They can also do double duty for you by training your call center staff. Make this the purpose of the game.

Call Center 40

Call Center call center software Morale First call resolution 40

SmartKarrot

MAY 21, 2021

Develop and share metrics to measure the effectiveness of Customer Success in meeting company and team goals. Track, analyze, and report on Customer Success metrics across the organization. Manage key metrics that feed into team-based goals around retention, growth, and advocacy.

industry standards 10

industry standards Metrics Upselling Enterprise 10

SmartKarrot

JUNE 17, 2021

Attract, hire, coach, and retain the highest quality customer support and success teams with experience in B2C/B2B markets. Communicate regularly with Axon’s executives to provide key insights, quarterly metrics, and suggestions for improving CX across Axon’s entire customer base.

Enterprise 10

Enterprise B2C Education Coaching 10

CSM Practice

JANUARY 1, 2017

The Customer Success Manager’s role is expected to proactively reach out to customers, develop a relationship and use the SaaS usage metrics available to watch for movements in customer health. They should upsell seats and service levels. Financial metrics: Renewal rates, early renewal rates (important!)

SaaS 58

SaaS Metrics Accountability Best practices 58

SmartKarrot

JANUARY 20, 2021

Implement outcomes-based processes and metrics that result in best-in-class customer and revenue retention. Enable, coach and mentor colleagues in the sales and service delivery teams. Pro-actively look for opportunities to upsell Tyro banking products within a portfolio.

Banking 10

Banking Best practices Engineering Upselling 10

SmartKarrot

MAY 24, 2021

Work with Incredible Health partners to identify and develop upsell and expansion opportunities across the customer base. Lead online webinars & demos to educate customers on the features of the product. Operational management of the customer success function, leading on the process, automation, metrics, and reporting.

Finance 10

Finance Upselling Coaching Accountability 10

Amity

OCTOBER 31, 2016

Almost immediately, we started to scale the team to enable us to be more proactive to ensure we were able to do all the things that Customer Success does best: onboarding, coaching, renewals, upsell, support, and services. If I had to sum it up, everything post-sale is the domain of the Customer Success team.

Coaching 0

Coaching Engineering Upselling Marketing 0

8x8

DECEMBER 3, 2018

Improved customer experience, both during and outside of the holiday rush, has resulted in an increase in upsells by contact center agents, and higher customer satisfaction in general. Be sure to gather baseline metrics before you implement your new solutions, so you have proof points demonstrating the success of your investments.

Customer Service 54

Customer Service Abandon rate Contact Center Wait times 54

JustCall

APRIL 22, 2022

Deliver high-value customer service by consistently tapping into not only quantitative but qualitative customer metrics. This could mean launching new features to accommodate customers’ expectations or educating them through a knowledge pool of guides, whitepapers, blogs,and even on demand webinars. – Sam Walton .

Customer Service 52

Customer Service Coaching Brand ambassadors Feedback 52

NobelBiz

MARCH 23, 2022

There is no limit to how automation could be helpful, especially when you factor in metrics like agent efficiency and cross-selling. Check our webinar session for contact center decision-makers who are exploring the implementation of omnichannel technology in their organizations. Jason Cutter, CEO of Cutter Consulting Group.

contact center solutions 52

contact center solutions Contact Center voip call center software 52

Amity

JANUARY 27, 2016

You need to chalk out a standard procedure, depending on types of accounts, as to how you shall help them, coach them and mentor them at appropriate junctions. • The Link Between Customer Success, Retention, and Upsells. Expanding revenue from existing customers leads us to the topic of upsells.

Upselling 57

Upselling SaaS Best practices Sales 57