Real Blue Sky

NOVEMBER 21, 2023

By implementing robust feedback mechanisms, you can gain insights into why customers might be leaving. Is it a product issue, a service mishap, or something more systemic? Independent consultants bring fresh eyes and specialized expertise to identify inefficiencies and areas for improvement that internal teams might overlook.

Employee engagement 105

Employee engagement outsourcing Upselling Customer retention 105

ChurnZero

MAY 3, 2022

Start with: CSM Mastermind: Sharing Customer Feedback Effectively. 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. 2: CSM Practice. 5: ChurnZero.

Journey mapping 98

Journey mapping Customer centricity SaaS Education 98

Outsource Consultants

MARCH 29, 2021

Otherwise, you’re fighting for metrics that don’t drive business results for your brand. Sometimes one KPI will inevitably lower another, and KPI cannibalization is the act of setting success metrics that pull in opposite directions. By nature, upselling requires time for agents to explain the benefits of your brand’s products.

Management 76

Management Calibration Call Center Average Handle Time 76

ChurnZero

FEBRUARY 23, 2023

Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. The key to effectively managing a customer lifecycle is metrics.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. The key to effectively managing a customer lifecycle is metrics.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

Callminer

SEPTEMBER 14, 2020

For instance, to improve key call center metrics such as first call resolution , business analysts may recommend implementing speech analytics solutions to improve agent performance management. Carol Tompkins is the Business Development Consultant at AccountsPortal. Carol Tompkins. accountsportal. Kirk Chewning. kirkchewning.

Call Center 182

Call Center Analytics First call resolution Metrics 182

TeleDirect

DECEMBER 14, 2023

Sales savvy, they are skilled at instilling interest, upselling and closing the deal or scheduling an appointment, depending on your company’s preferences. Instead of waiting for existing customers to call to place another order, they contact them, building strong relationships and asking for feedback. Our team is here to help.

Business Process Outsourcing 62

Business Process Outsourcing Telemarketing Call Center Best practices 62

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. “Delivering success… starts with the ability and knowledge of the individuals responsible for delivering it.”

Journey mapping 52

Journey mapping Customer centricity SaaS Education 52

JustCall

APRIL 5, 2023

Before we look at the top 7 customer success management tools, ensure that the CSM tool you select can: Identify and create accurate customer profiles Capture customer data, history, and feedback in real-time. This includes collating information from surveys, marketing initiatives, and/or team interactions, etc.

Management 52

Management CRM Analytics Customer retention 52

ChurnZero

DECEMBER 29, 2020

The SaaS Debate: Who Owns the Renewal and Upsell? Whether Customer Success or sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. Top 4 Metrics Chief Customer Officers (CCOs) Must Know. Customers don’t value your word, which as consultants, is how you effect change to drive success.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

SmartKarrot

JUNE 22, 2020

Either by raising the price of the products for new customers, or upselling to your existing customers. For SaaS companies, SaaS Upsell rates is important and the latter is the key to generating revenue by keeping customer acquisition costs minimal, and thereby, unlocking growth opportunities. . Upselling is essential.

Upselling 10

Upselling SaaS Consulting Consulting 10

Totango

AUGUST 18, 2022

It also promotes higher product usage, increases the likelihood of upselling purchases and encourages customers to become enthusiastic brand advocates. Tracking this metric can help your customer success team identify when individual customers need help completing onboarding.

Journey mapping 95

Journey mapping SaaS Upselling Enterprise 95

ChurnZero

NOVEMBER 4, 2022

A SaaS business’s greatest source of intel is direct customer feedback. They are best positioned to find, synthesize, and contextualize feedback. When CS teams only own customer satisfaction and engagement metrics, they lessen their business impact, and in turn, their value and authority.

SaaS 98

SaaS Customer centricity Finance Best practices 98

JustCall

AUGUST 7, 2023

You can ask for customer feedback once the conversation is over, as HSBC’s bot demonstrates below: Image Source By gathering customer data, you can understand what’s working and what’s not and tailor conversations to your customer’s preferences. Plus, you can also cross-sell and upsell like a pro!

Sales 52

Sales Chatbots Self service Accountability 52

Nicereply

MAY 11, 2020

Another study by Rare Consulting says that 83% of customers said their brand loyalty stemmed from the trust. The importance of customer loyalty impacts almost every metric important to running a business. SaaS businesses can see a similar benefit by upselling existing customers and providing more value as the account grows.

Customer retention 115

Customer retention SaaS Metrics Surveys 115

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. Apply here: [link].

Consulting 19

Consulting Consulting Upselling Education 19

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

ClearAction

NOVEMBER 5, 2017

Customer experience vision silos are perpetuated by assumptions, metrics, and processes that aren’t in-sync with the customer experience journey and life cycle. Do your surveys interrupt customers or allow them to give feedback however and whenever they prefer? 8 Customer Experience Metric Silos Mask Momentum.

Customer Experience 69

Customer Experience Customer centricity Morale Finance 69

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

SmartKarrot

JUNE 13, 2023

For our clients, you would serve as a digital marketing consultant. Determine chances for upselling and create an upselling funnel using the current client base, and build relationships with the important parties whose client accounts you handle, assist in maintaining and improving those relationships and systems.

Upselling 19

Upselling Marketing Accountability Engineering 19

ShepHyken

SEPTEMBER 7, 2023

Regularly update training materials based on customer feedback. Account management Offer workshops on relationship-building, active listening, and consultative selling for identifying upsell or cross-sell opportunities. Feedback collection and analysis Teach your team how to conduct surveys and interviews with customers.

Customer centricity 338

Customer centricity B2C Feedback Upselling 338

ChurnZero

FEBRUARY 26, 2021

Give Product thematic feedback, not anecdotes. Most Customer Success and Product interactions center around customer feedback. What’s worked for us is to avoid anecdotal feedback, piecemeal conversations, and wanting to share customer feedback as soon as it’s received.”. CSMs felt like feedback went into a blackhole.

Management 59

Management Feedback Sales SaaS 59

SmartKarrot

OCTOBER 12, 2022

Leverage data to analyze and drive CSM/As performance as well as key client, vendor, and channel metrics (e.g. Consult with clients on product features, functionality and onboarding best practices. Develop upsell & cross-sell opportunities. Act as a techno-functional consultant and provide recommendations on process.

Best practices 19

Best practices Consulting Consulting Government 19

CSM Practice

JULY 24, 2019

Companies that prioritize customer needs and put them at the forefront of new initiatives see increasingly better results than those who decide on new initiatives without considering customer success and feedback. Understand your existing customers through customer feedback obtained from surveys and interviews.

Customer centricity 45

Customer centricity Feedback Finance Upselling 45

SmartKarrot

NOVEMBER 17, 2021

Define the role of the customer success managers in orchestrating the customer’s journey, leading cross-functionally to drive success, creating standardized success plans based on customer tier and focus, oversee all the lifecycle touchpoints, health metrics, product usage, and feedback (CSAT).

Upselling 19

Upselling Accountability Coaching Metrics 19

CustomerSuccessBox

JUNE 8, 2022

Either they’re not getting the right results, or they’re struggling with, you know, showing value internally struggling with earn struggling with upselling, actually, I would say that that’s my forte, like value management to customers and increasing upsell. Q: Please introduce yourself. And this is my forecast.

Management 52

Management Upselling Accountability Metrics 52

SmartKarrot

OCTOBER 22, 2021

Holds direct responsibility for identifying opportunities and closing additional revenue from assigned clients, including upselling and cross-selling of related services; accountable for client renewal and retention results. Accelerate customers’ time-to-value through consultative outreach and coaching. Improve onboarding processes.

Brand ambassadors 19

Brand ambassadors Education Upselling Consulting 19

SmartKarrot

MARCH 23, 2022

Develop industry-specific metrics that define the customer success journey. Developing and executing upsell and expansion opportunities. Consult on best practices, workflows, and management business reviews. Use customer management tools to track customer communication, issues, and metrics.

Brand ambassadors 19

Brand ambassadors Engineering Upselling Metrics 19

SmartKarrot

AUGUST 29, 2022

Execute consulting projects with customers. Translate customer feedback into product requirements. Develop a metrics tracking plan, ideate around future growth opportunities, and pitch key features and tests to the client. Identify and develop upsell and cross-sell opportunities with the Sales team.

Best practices 19

Best practices Call Center Benchmark Government 19

SmartKarrot

JANUARY 7, 2022

Collaborate with team members to develop key metrics, including engagement, member feedback, and cost savings, to help predict and improve customer retention and expansion. Be a representative of the voice of the customer to provide feedback to the product, sales, and marketing teams.

Upselling 19

Upselling Consulting Consulting Accountability 19

SmartKarrot

FEBRUARY 17, 2022

Engage directly with Sales and Product teams to ensure clients are satisfied and that adoption metrics are being met. Analyze and report on program engagement and outcome metrics. Be in the internal voice of the customer, work with the product team to deliver feedback to shape the product roadmap.

Customer advocacy 19

Customer advocacy Upselling B2B SaaS 19

Transparent BPO

AUGUST 20, 2019

” It advises that contact centers use feedback mechanisms, such as post-resolution phone surveys, email surveys, and, when possible, in-person conversations. New agents less familiar with your products and services can adversely affect productivity, CSAT, and other meaningful metrics, which costs you more.

Contact Center 69

Contact Center outsourcing Surveys Call flow 69

SmartKarrot

MAY 6, 2022

Collaborate closely with team members to own renewals, upsells, and support expansion opportunities. Meet pre-defined metrics around churn reduction and revenue growth through engagement and driving deep product adoption. Develop both the long-term vision and strategy for the team, and drive progress toward key metrics.

Journey mapping 19

Journey mapping Coaching Government Upselling 19

SmartKarrot

DECEMBER 3, 2021

Role: Vice President of Customer Success Location: Remote, United States Organization: Robert Walters As a Vice President of Customer Success, you will work with the leadership team to define CS metrics and develop systems to effectively track these. Identify opportunities and lead upsell/cross-sell deals from start to finish.

Customer advocacy 19

Customer advocacy Technical Support Education Finance 19

SmartKarrot

APRIL 18, 2022

Define operational metrics for the group, and measure the Effectiveness of Customer Success. Educate advertisers on Criteo’s Management Center functionality and best practices, partner with the product teams to deliver feedback to enhance and evolve Criteo’s platform. Apply here: [link].

Advertising 19

Advertising Customer advocacy Finance Best practices 19

SmartKarrot

MARCH 1, 2023

Uphold a thorough understanding of our product and consult with clients with the most pertinent features and functionalities for their particular needs. By providing our product team with client feedback, you may aid in the development of our products. Metrics Management and Drive. Program administration and customer support.

Enterprise 19

Enterprise Upselling Accountability Coaching 19

SmartKarrot

OCTOBER 21, 2021

Consult with instructors on implementation and curriculum design. Identify opportunities and lead upsell/cross-sell deals from start to finish. Monitoring customers’ key performance metrics and taking necessary actions to improve them. Update and document all activities into the CRM system regularly and accurately.

Upselling 19

Upselling Accountability Customer centricity Coaching 19