Etech GS

SEPTEMBER 25, 2019

According to Forbes, engagement is the key to effective workforce management. With estimates claiming that only 30% of employees are engaged, managing the workforce becomes a lot more difficult than it used to be. Some managers say prior generations were easier to manage because they were more predictable. Upsell rates.

Call Center 69

Call Center Management call center workforce Average Handle Time 69

CustomerSuccessBox

JUNE 8, 2022

We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! She has been consistently voted top Customer Success strategist since 2013 and is frequently featured as a speaker at conferences and Customer Success publications. The following is what she has to say.

Management 52

Management Upselling Accountability Metrics 52

Education Services Group

MAY 23, 2022

Customer Success Manager. In today’s world, in-person conferences resonate differently than they did pre-pandemic, and TSIA World Interact in Orlando, Florida was no exception. Get a Program Manager. Who owns the renewal and upsell/cross-sell process? Justin Garlock. Customer Success Analyst. Peter Armaly. Nick Mitchell.

Upselling 52

Upselling Sales Marketing Management 52

CSM Practice

MAY 13, 2020

CSM Practice conducted a weekly survey to observe potential improvements with how the crisis impacted SaaS companies and customer success management teams. Renewals and Upsell Deals. 60% reported a negative impact on customer retention and upsell deals due to the pandemic. Customer Success Manager Career Impact.

SaaS 83

SaaS Surveys Upselling Customer retention 83

CSM Magazine

AUGUST 31, 2023

This will help build a relationship and could lead to opportunities for targeted or tailored upsells. In some cases, the customer may have more questions, and this would provide the call center with a further opportunity to engage the customer and provide them with more information or upsell additional products or services.

Call Center 52

Call Center Customer Experience Upselling Scripts 52

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. Paul Husar, Senior Call Center Manager at LG Electronics. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

ClientSuccess

MAY 10, 2022

This includes the initial contract, of course, and any upsells, expansions, and renewals that may occur. Then, think about upsell potential (especially if the customer only purchased a few licenses but has a large user population). What about a conference you already know this customer will be perfect for?

Upselling 59

Upselling Metrics Accountability Sales 59

Quality Contact Solutions

MARCH 11, 2021

Conferences, Seminars, Sales Events, and Webinars are great ways to demonstrate your products and services through education. Cross-sells & Upsells: Do you have a group of accounts that your team cannot make contact with consistently? This is where telemarketing services can help increase your sales.

Telemarketing 98

Telemarketing Sales Upselling outsourcing 98

Quality Contact Solutions

OCTOBER 25, 2021

By Marcia Jenkins, Senior Operations Manager According to the 2021 Membership Marketing Benchmark report, it has been a challenging year for association membership. We make outbound calls to renew memberships, win-back lapsed members, promote conferences, and cross-sell and upsell members with new membership programs.

Telemarketing 98

Telemarketing Scripts Benchmark Upselling 98

ChurnZero

DECEMBER 29, 2020

A relic from bygone days of old-school Account Management, QBRs are a classic, but not timeless, practice; one that feels perfunctory and misplaced in today’s always-connected, data-enriched landscape. The SaaS Debate: Who Owns the Renewal and Upsell? Rethinking the Quarterly Business Review (QBR). Customer Success vs. Sales.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

ClientSuccess

JANUARY 11, 2023

To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies. What’s more, this approach has a direct impact on renewal and upsell rates, making it a win-win for both your company and the customer.

Benchmark 80

Benchmark Upselling Education Best practices 80

ChurnZero

MARCH 24, 2023

So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. For example, I was at a previous company where we thought we had churn down, and so we pivoted to comping our CSMs on CS-identified upsell. They want to know: “What’s your one number?”

Upselling 98

Upselling Metrics SaaS Sales 98

ChurnZero

MARCH 24, 2023

So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. For example, I was at a previous company where we thought we had churn down, and so we pivoted to comping our CSMs on CS-identified upsell. They want to know: “What’s your one number?”

Upselling 97

Upselling Metrics SaaS Sales 97

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 86

Customer retention Upselling Enterprise Benchmark 86

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. It’s one way of getting ahead of the risk of a customer churning or capitalize on an upsell or cross-sell opportunity. What did they mean ?

B2B 98

B2B Upselling Metrics Education 98

Amity

DECEMBER 14, 2016

Others manage subscriptions, software usage, renewals, upsells and other parts of the sales process. At InVision , our customer success team is responsible for managing the relationships with our most important users: Enterprise customers. We focus on sync, advanced prototyping, security, team management and much more.

Management 84

Management Finance Enterprise Accountability 84

Cincom

FEBRUARY 22, 2021

Virtual Conference with Purely CRM and Microsoft MVP, Rick McCutcheon. Increase upsell and cross-sell opportunities. Join Cincom Systems, Inc. and Purely CRM for a conversation with Microsoft MVP, Rick McCutcheon. Reduce errors in quotes. Increase sales dollars per quote, and quote volume. Produce higher margins. Time: 11:00 a.m. –

Finance 52

Finance CRM Upselling SaaS 52

CustomerSuccessBox

MAY 30, 2022

*Julie, a Customer Success Manager , with ABC corp (a B2B SaaS firm) is excited about the upcoming annual conference. These rules have a threshold for upsell or risk signal generation. Her CEO has asked her to nominate a customer who could talk about the value they have realized from the firm’s solution. Based on rule engines.

Upselling 52

Upselling Calibration Engineering Big data 52

ChurnZero

MAY 10, 2019

Earlier this week we had the opportunity to attend and sponsor the TSIA Technology & Services World (TSW) conference in sunny San Diego. Customer Success Should Own Renewals and Upsells. Hope to see you all at the TSW Las Vegas conference in the Fall! has been expressed by Senior Management and members of other groups.

Technology 74

Technology Upselling Enterprise Metrics 74

Hodusoft

AUGUST 23, 2019

Multi-tenancy feature in the IP PBX permits service providers to handle dozens of accounts, manage and control operations and bill them individually according to prescribed rates. Reseller module ITSPs and VoIP service providers can appoint resellers and manage accounts through the reseller module and grow their business.

voip 40

voip Upselling Accountability Enterprise 40

CSM Practice

APRIL 12, 2018

There was a lot of discussion throughout the conference of where the line between Customer Success Management, Account Management, Sales and Renewal Teams fall. Chen summed it up well in our conversation: “CSM is the SDR of upsell”. Chen summed it up well in our conversation: “CSM is the SDR of upsell”.

Upselling 49

Upselling Accountability Sales Feedback 49

Quality Contact Solutions

DECEMBER 31, 1969

By Megan Hottman, Operations Manager and Brand Evangelist. Use Outbound Telemarketing for Upselling Current Customers. Using outbound telemarketing to upsell additional products and services to an existing customer base can be complex and needs to be handled with tact and care. such an abundance of choices!

Telemarketing 49

Telemarketing outsourcing Upselling Sales 49

ChurnZero

OCTOBER 16, 2020

Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. This Customer Success showdown, which took the form of an Oxford-style debate, was held at BIG RYG, ChurnZero’s annual Customer Success conference. Enter the Sales Manager. How does that make you feel?

Upselling 98

Upselling SaaS Sales Accountability 98

Totango

JANUARY 29, 2021

Playbooks for customer success managers help drive processes that promote winning client outcomes. Customer success management is the practice of systematically nurturing customer success through standard operating procedures that follow best practices. Successful customers become more likely to make cross-sell and upsell purchases.

Best practices 80

Best practices Benchmark Upselling Accountability 80

Squelch

OCTOBER 25, 2019

The Squelch team recently traveled to Las Vegas where it co-sponsored the three-day Technology & Services World (TSW) 2019 conference and expo. But we’re going to break that rule and share our favorite moments and top learnings from the conference. TSW Event Highlights. But what does golf have to do with TSW? Top TSW Learnings.

Chief Customer Officer 40

Chief Customer Officer Entertainment Government Upselling 40

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. How can call centers provide personalized service? What measures do call centers take to secure data?

Call Center 62

Call Center outsourcing Bilingual agents Service level 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

Voxjar

APRIL 9, 2020

While we certainly have more than enough options to communicate remotely with email, Slack, video conferences, and a good old phone call; coming to terms with the added barrier of distance can be a little painful. And OptimumCX increased their cross and upsell conversion rate by 82% in a matter of weeks. You Can’t Walk the Floor.

Coaching 52

Coaching Call Center Analytics contact center workforce 52

SmartKarrot

OCTOBER 3, 2022

Apply here: [link] Role: Customer Success Manager #1437 Location: Dallas, TX, US Organization: Genius Road As a Customer Success Manager, you will assist Account Director and Delivery Manager with the current customer portfolio (clients and consultants) with ongoing communication to ensure strong retention.

Upselling 19

Upselling Coaching Best practices Consulting 19

SmartKarrot

AUGUST 16, 2022

Work with customers to define objectives and deliverables, monitor progress, provide support, convert TAP data into assets (papers, conference proceedings, application notes, sales collateral, etc.). Collaborate with the sales organization to ensure a successful client lifecycle with opportunities for renewal, cross-sell and upsell.

Upselling 19

Upselling Customer advocacy Education CRM 19

SmartKarrot

FEBRUARY 8, 2022

Role: Strategic Customer Success Director Location: Indianapolis, IN, US Organization: Wunderkind As a Strategic Customer Success Director, you will mentor and inspire a small team of high-performing Customer Success Managers & Associates. Forecast upcoming renewals and upsell opportunities. Run upsell sales cycle process.

Upselling 19

Upselling B2B Customer centricity SaaS 19

VHT

APRIL 2, 2019

Plus, employees have more time for problem solving, supporting customers through high-stress transactions, and upselling. While RPA confers serious benefits, it requires careful, constant care and feeding. Oversight and Management. Calls go faster so wait times drop and more people get help. Improved Security.

Upselling 63

Upselling Wait times Self service Accountability 63

Education Services Group

OCTOBER 28, 2020

The business review is an opportunity for Customer Success Managers to dive deeper into gaining a better visualization of the customers’ business planning for the future strategies that will help the customers to achieve their goals. In today’s new business review practices, you will learn that your QBR should be strategic, not tactical.

Chief Customer Officer 45

Chief Customer Officer Best practices Customer retention Upselling 45

Global Response

AUGUST 7, 2023

Customer segmentation not only allows you to better understand your customers—thus enabling you to improve upselling, cross-selling and so on—but it also allows you to more easily and effectively personalize your customer experiences. There’s no business out there who doesn’t want to improve their customer retention and CLV.

Customer retention 62

Customer retention Call Center Upselling Personalization 62

SmartKarrot

AUGUST 17, 2022

Apply here: [link] Role: Customer Success Director Location: Remote, United States Organization: IntelliShift As a Customer Success Director, you will develop and manage a small portfolio of large, high-value enterprise customers with a deep knowledge of the customer’s business goals and success criteria.

Education 19

Education Upselling Customer centricity Coaching 19

SmartKarrot

NOVEMBER 14, 2022

As a Director of Customer Success, you will create efficient processes for managing all pre- post-sales technical support; including phone & e-mail support, lab-based troubleshooting, knowledge database, and interface with CRM. Manage time-sensitive projects in a fast-paced, highly entrepreneurial environment with little supervision.

Technical Support 19

Technical Support Customer advocacy Engineering Upselling 19

SmartKarrot

JULY 27, 2022

Collaborate across business units and the team to institute, manage, execute, and enhance a best practice customer success program and account-level strategic plans. Identify upsell initiatives with additional product offerings that can be handed over to the sales team. Represent Branch at relevant regional conferences and events.

Engineering 19

Engineering Finance Best practices Upselling 19