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.

Journey mapping 98

Journey mapping Customer centricity SaaS Education 98

ChurnZero

FEBRUARY 9, 2021

This course address what CSM is and why it’s important; what types of situations CSM applies to; and how CSM can help increase a company’s sales revenues and profitability. The course then reviews the 14 tenets (or guiding principles) of customer success. Onboarding and Adoption Best Practices for Customer Success Management.

Journey mapping 98

Journey mapping Best practices Consulting Consulting 98

ChurnZero

JANUARY 25, 2024

How will customer success jobs, and the skills they require, evolve in 2024? As companies find more ways to support their customers and build recurring revenue, “traditional” CS skillsets are no longer enough. Skillset 1: Sales acumen In 2024, driving revenue is a primary responsibility of CS.

Education 52

Education Upselling Consulting Consulting 52

JustCall

AUGUST 7, 2023

But did you know that you could also use conversational AI for sales? In fact, the strategic use of AI in sales and marketing can automate the entire value chain and make businesses even more profitable. What is Conversational Sales? Conversational AI can embody these characteristics to engage customers more meaningfully.

Chatbots 52

Chatbots Sales Surveys Upselling 52

Totango

OCTOBER 20, 2022

In some companies, customer success managers may play an active role in the sales process, helping sales representatives elicit customer goals and persuade buyers of product benefits. At other companies, CS managers may be assigned to follow up on sales during the customer onboarding phase.

Management 90

Management Upselling Coaching Best practices 90

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.

SaaS 98

SaaS Customer centricity Finance Best practices 98

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.

Journey mapping 52

Journey mapping Customer centricity SaaS Education 52

ChurnZero

FEBRUARY 9, 2021

This course address what CSM is and why it’s important; what types of situations CSM applies to; and how CSM can help increase a company’s sales revenues and profitability. The course then reviews the 14 tenets (or guiding principles) of customer success. Onboarding and Adoption Best Practices for Customer Success Management.

Journey mapping 52

Journey mapping Best practices Consulting Consulting 52

CSM Practice

FEBRUARY 12, 2020

Since existing customers are usually more willing to buy, companies typically offer additional solutions and features in the form of upsells and cross-sells. This enables the company to deliver additional value to customers while generating more revenue. Quantitative Data ; obtained from different systems. Thinking Ahead.

Upselling 52

Upselling Customer centricity Sales Accountability 52

TechSee

APRIL 10, 2018

The 2016 Global Outsourcing Survey by Deloitte revealed that clients now expect enhanced and specialized services from outsourced consultants. We’ve underlined three primary goals and considerations for why and how a contact center BPO should plan its tech adoption strategy. Own the end-to-end customer journey.

Call Center 139

Call Center Technology outsourcing Self service 139

VocalCom

JULY 15, 2019

You can use a map to anticipate the needs of customers at each step and consider all the possible outcomes when you interact with them. By consulting customer feedback and data, you can also apply information you have already learned about actual experiences. To offer greater customer experiences as an organization.

Journey mapping 48

Journey mapping Contact center software Interactive Voice Response Upselling 48

Totango

AUGUST 18, 2022

This increases customer satisfaction, reduces the risk of refund requests and increases the likelihood of customers renewing their subscriptions rather than churning. It also promotes higher product usage, increases the likelihood of upselling purchases and encourages customers to become enthusiastic brand advocates.

Journey mapping 92

Journey mapping SaaS Upselling Enterprise 92

NobelBiz

SEPTEMBER 26, 2023

According to ninetailed.io , 51% of marketing professionals believe creating a more personalized customer experience is the top opportunity. No wonder that 84% of organizations that claim to be customer-centric focus on the mobile customer experience, according to smith.ai.

Personalization 59

Personalization Interactive Voice Response Customer Experience First call resolution 59

ShepHyken

SEPTEMBER 7, 2023

A customer success platform for managing interactions in a single space. How to train new CX processes Refining your current CX processes and training your team is crucial for developing a more customer-centric team culture and building a well-oiled machine. Regularly update training materials based on customer feedback.

Customer centricity 330

Customer centricity B2C Feedback Upselling 330

Help Scout

SEPTEMBER 18, 2018

To the uninitiated, “Support-Driven Growth” might first appear like a fancy name for customer success, or a souped-up method of filtering prospects to the sales team — but it’s much more than that. Support-Driven Growth is a business approach aimed at shifting the customer support channel from cost center to critical revenue driver.

Coaching 40

Coaching Customer centricity Upselling Sales 40

SmartKarrot

AUGUST 18, 2022

Understand customer business context and pain, and facilitate the strategic mapping of OfferFit value to identify potential upsell opportunities. Work closely with the OfferFit sales team to close upcoming renewals & upsell opportunities. Provide consultative services and present growth opportunities to clients.

Upselling 19

Upselling Education Engineering Advertising 19

ClearAction

DECEMBER 14, 2017

Customer Profitability (efforts to increase revenue and profit from customers). Customer relationship management (CRM) — use of a database of customer transactions and facts that enable customized communications (1-to-1 marketing), upselling, cross-selling, and data-mining.

CRM 66

CRM Customer Care Customer Experience Customer advocacy 66

ChurnZero

NOVEMBER 27, 2019

T hey can serve to increase the accountability of both your customer s and your team. . . Customer Success Skepticism Exists in Many Organizations (But Can B e Co mbated) . Drivers for corporate growth are no longer limited to Sales and Marketing. Customer Success has proven itself as a new driver for growth.

Chief Customer Officer 75

Chief Customer Officer SaaS Metrics Education 75

SmartKarrot

DECEMBER 2, 2021

Develop innovative programs to drive customer value and positive customer experiences. Drive alignment with Sales, Product, and Marketing with a focus on healthy collaboration and emphasis on long-term customer health and retention. Design KPIs and key results to measure progress towards strategic customer success goals.

Upselling 19

Upselling Enterprise Customer centricity SaaS 19

SmartKarrot

AUGUST 17, 2022

Role: VP of Customer Success Location: Remote, Dallas, TX, US Organization: Textio As a VP of Customer Success, you will be leading, rapidly growing, and coaching team members by setting the strategy and prioritizing the organizational goals. Manage all customer subscriptions to ensure high retention and mitigate churn risk.

Education 19

Education Upselling Customer centricity Coaching 19

ChurnZero

DECEMBER 20, 2019

As a result, companies are investing more time and money in training their C S teams to have more customer-centric conversations. . Conversations are no longer driven by product features but rather about customer enablement and alignment on the expected impact from the partnership between the customer and a company.

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

Comm100

APRIL 27, 2020

In a truly customer-centric organization, the only real way to deliver cohesive digital support is with an omnichannel approach. Omnichannel platforms give agents visibility into their customers’ entire conversation history, no matter which channel they reach out from. Customer journey. Customer status.

Automotive 59

Automotive CRM Upselling Customer centricity 59

ChurnZero

FEBRUARY 26, 2021

Is your Customer Success team: Butting heads with Sales during onboarding. Getting bombarded by Marketing for unrestricted customer access. Put simply, Customer Success does a lot of things for a lot of people. Set crystal-clear rules of engagement between Sales and Customer Success.

Management 59

Management Feedback Sales SaaS 59

JustCall

APRIL 5, 2023

What is customer success software, and why use it? You can do this through: Customer interactions Feedback processes Follow-ups Once you understand the specific requirements and issues faced with a product, you can adjust your strategy accordingly. Top 5 Customer Success Tools Every Business Must Use 1. out of 5.

Management 52

Management CRM Analytics Customer retention 52

JivoChat

AUGUST 18, 2021

Businesses that seek to improve customer experience (CX) are poised for success. This kind of customer-centric mentality can drive new business, boost customer retention rates, and create new benchmarks for goals. Customer experience comes into play along each step of the customer journey. ### Boost conversions.

Customer Experience 52

Customer Experience Chatbots Customer retention Feedback 52

SmartKarrot

MAY 6, 2022

Role: Director of Customer Success Location: Remote, United States Organization: Chevin Fleet Solutions As a Director of Customer Success, you will optimize the CS mission, vision, and customer journey map with the VP of Customer Success & Support. Help foster a company-wide, customer-centric CSM-focused culture.

Journey mapping 19

Journey mapping Coaching Government Upselling 19

CSM Practice

FEBRUARY 24, 2020

The metrics proposed in this blog provide a means to track the performance of your customer success team and its initiatives: 1. Onboarding Rating. During client onboarding, customer success teams nurture new users, transfer knowledge, and set the stage for the post-sales customer experience. How Low Can You Go?!

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

SmartKarrot

JULY 16, 2021

Driving customer lifetime value by defining the customer journey; deploying programs to help drive business value with customers, customer goal achievement, new features, and new use-cases; collaborating across teams to identify and pursue customer growth opportunities.

Consulting 10

Consulting Consulting Healthcare Upselling 10

SmartKarrot

OCTOBER 21, 2021

Forecast and deliver on renewals and retention targets across the growing customer base (historical NRR is above 100%). Work collaboratively with Sales leadership to ensure a consistent handoff experience to the Account Management team through CSQL’s. Consult with instructors on implementation and curriculum design.

Upselling 19

Upselling Accountability Customer centricity Coaching 19

Talkdesk

JULY 14, 2016

Being flexible in the provision of service is the surest way to earn customer loyalty. Excellent support teams follow four customer service strategies: 1. Customer service is as important as sales and marketing. The customer service department should never be at the bottom of your organizational priorities.

Customer Service 40

Customer Service Customer centricity Upselling Sales 40

ChurnZero

OCTOBER 4, 2019

Her department is responsible for onboarding, support, services, and retention of Bloomfire’s customers. Sam has over 16 years of experience in consulting, product management, and leading customer success teams. Bloomfire allows teams to improve productivity and customer centricity by creating a self-service knowledge base.

Upselling 40

Upselling Accountability Metrics Customer centricity 40

SmartKarrot

MARCH 8, 2022

A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. Her diverse yet unique skills include customer life cycle optimization from pre-sales. She has led several high-tech companies to build a customer-centric business culture.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

SmartKarrot

JANUARY 6, 2021

Provide customer insights based on a solid understanding of the best methodologies for architecture, implementation, adoption & migrations of solutions. Get alignment with ELT, Sales, Marketing, Product, and Finance around Customer Success strategy and execution. Apply here: [link].

Upselling 10

Upselling Accountability Finance Best practices 10

SmartKarrot

JANUARY 11, 2021

Apply here: [link] Role: Senior Customer Success Manager Location: Toronto, ON, Canada Organization: Sinch As a Customer Success Manager, you will develop a strategic business plan for identifying new business opportunities with existing clients – seeking upsell opportunities. Ensure client expectations are exceeded!

Upselling 10

Upselling Benchmark Customer centricity Education 10

ChurnZero

NOVEMBER 15, 2019

Customer Success Teams are on the hook to finish out the year strong, preform quarterly business review (QBRs), determine and refresh key performance indicators (KPIs) for the new year, finalize budgets – and most importantly ensure their customers are successful going into the new year. Customer Success operations planning.

Chief Customer Officer 40

Chief Customer Officer Upselling SaaS Technology 40

ChurnZero

JULY 29, 2022

Then, they need to monitor customers as they progress; if a customer gets stuck or falls behind, the team can intervene to mitigate any churn risks. Conversely, if a customer’s mastery of a solution indicates a potential for upselling, your teams can present expansion offers that are grounded in the customer’s realized value.

SaaS 98

SaaS Customer centricity Upselling Accountability 98

SmartKarrot

MARCH 11, 2022

Apply here: [link] Role: Head of Customer Success Location: Greater Seattle Area, US Organization: CHEQ Inc. As a Head of Customer Success, you will lead the Customer Success Team. Establish goals and track performance for front-line teams of Customer Success executives to achieve key business goals.

Employee engagement 3

Employee engagement Enterprise Upselling Consulting 3