ChurnZero

MARCH 24, 2023

1: Is NPS a Customer Success metric? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. Here’s why. Value is very hard to measure.

Upselling 98

Upselling Metrics SaaS Sales 98

ChurnZero

MARCH 24, 2023

1: Is NPS a Customer Success metric? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. Here’s why. Value is very hard to measure.

Upselling 97

Upselling Metrics SaaS Sales 97

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. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

ChurnZero

JANUARY 25, 2024

CS teams are increasingly involved in the entire customer journey, not only shaping the customer experience but directly influencing revenue outcomes through renewals, upsells, and cross-selling. In 2024, tracking these metrics and demonstrating their impact are essential skills for CS professionals.

Education 52

Education Upselling Consulting Consulting 52

Real Blue Sky

NOVEMBER 21, 2023

Personalized interactions that make customers feel valued can transform a one-time buyer into a lifelong patron. Upselling and Cross-Selling Upselling and cross-selling are time-tested strategies that, when done right, can feel like a natural extension of the customer service experience.

Employee engagement 105

Employee engagement outsourcing Upselling Customer retention 105

TeleDirect

DECEMBER 14, 2023

There was a time when outbound call centers consisted of a person calling phone number after phone number in search of that one lead. Sales savvy, they are skilled at instilling interest, upselling and closing the deal or scheduling an appointment, depending on your company’s preferences. Our team is here to help.

Business Process Outsourcing 62

Business Process Outsourcing Telemarketing Call Center Best practices 62

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

Totango

AUGUST 18, 2022

Personalizing dashboard interfaces. 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 93

Journey mapping SaaS Upselling Enterprise 93

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

CSM Magazine

OCTOBER 12, 2022

Upskilling is upselling for agents – the art of a good conversation begins before the customer call itself, but with ongoing, open communication between management and the agents. Why lose your best talent which costs time and is expensive to replace when you can keep them engaged with well thought-out personal development plans?

Coaching 52

Coaching Upselling Analytics Customer centricity 52

JustCall

AUGUST 7, 2023

Personalization Limited personalization based on voice input Personalization based on user history Extensive personalization capabilities 8. Personalize, personalize, personalize: To make the most of your AI investment, utilize conversational AI to gather and analyze customer data.

Sales 52

Sales Chatbots Self service Accountability 52

ChurnZero

NOVEMBER 4, 2022

You’re not going to say that person’s fantastic because they do good work, they put in long hours, and there’s a lot of face time,” says You Mon. 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

ChurnZero

JANUARY 22, 2021

So, you signed up for a Customer Success gig and now your boss wants you to upsell? To learn how selling and taking great care of your customers actually go hand in hand, we hosted a webinar with Bryan Neale, Founder of Blind Zebra Consulting and self-proclaimed “CS Sales Whisperer.”. And expand? But I didn’t want a job in sales!”.

Sales 98

Sales Chief Customer Officer Upselling Metrics 98

ClientSuccess

OCTOBER 2, 2019

An Account Manager (or AM for short) goes after existing customers with the goal of renewing, cross-selling, and upselling the company’s product. The role is present in many businesses, but its goals are based on sales quotas, rather than an intimate knowledge of the metrics tied to a customer’s position in the marketplace.

Accountability 47

Accountability Management Upselling SaaS 47

CX Journey

JULY 12, 2016

When NPS (net promoter score/system) was introduced, the reception was mixed on the consultant side, but businesses embraced the concept and mostly the metric as simple and easy to understand. Why does the metric matter if you don't understand the outcome. Keep that in mind. I, obviously, stick by that mantra.

Metrics 43

Metrics Upselling Consulting Consulting 43

JustCall

APRIL 5, 2023

As a manager, you an implement different processes to improve your customers’ experience and build customer loyalty, such as: Relationship marketing (wherein you reinforce their loyalty by offering them special discounts on your product or service subscriptions, send personalized email on special occasions etc. out of 5 stars.

Management 52

Management CRM Analytics Customer retention 52

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

ChurnZero

OCTOBER 1, 2022

Even though CSQLs have a lower customer acquisition cost, faster rate of return, and high close-rate, says Tony D’Auria, industry principal at Valuize, a customer lifecycle consultancy. Q: Should CSM roles close upsell deals? Honestly that should be your product team’s metric if we’re really getting into it.

B2C 97

B2C Upselling B2B Accountability 97

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 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

ProProfs Blog

MARCH 15, 2019

The consultancy stated compelling statistics that are sure to help you take a final call about live chat. Some of them are as follows: 44% visitors felt that getting answers to their queries from a live person during the purchasing process is an important feature that any website can offer. A boost in lead generation.

Automotive 98

Automotive CRM Healthcare Upselling 98

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.

Management 52

Management Upselling Accountability Metrics 52

ChurnZero

JULY 9, 2020

After each instruction-based webinar, customers have a 1:1 consultation with their Customer Success Manager. These personalized sessions focus on the customer’s strategy around using their newly learned functionality. Uncover Opportunities With Upsell Campaigns. Demonstrated ROI – does the customer have proven results?

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

SmartKarrot

OCTOBER 12, 2022

Leverage data to analyze and drive CSM/As performance as well as key client, vendor, and channel metrics (e.g. Help clients operationalize testing and personalization best practices across multiple channels. Consult with clients on product features, functionality and onboarding best practices.

Best practices 19

Best practices Consulting Consulting Government 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

APRIL 4, 2022

Collaborate closely with team members to own renewals, upsells, and support expansion opportunities. Organization: MCS Group | Your Specialist Recruitment Consultancy. Communicate with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement. Apply here: [link]. Role: Customer Success Manager.

Upselling 19

Upselling Accountability Consulting Consulting 19

ChurnZero

OCTOBER 4, 2019

Sam has over 16 years of experience in consulting, product management, and leading customer success teams. All metrics are moving in the right direction: retention has increased, CSAT scores have improved, and we are better able to identify upsell opportunities. Q: What characteristics do you look for when hiring CSMs?

Upselling 40

Upselling Accountability Metrics Customer centricity 40

ShepHyken

SEPTEMBER 7, 2023

Account management Offer workshops on relationship-building, active listening, and consultative selling for identifying upsell or cross-sell opportunities. Provide them with checklists, guides, and best practices. Regularly update training materials based on customer feedback.

Customer centricity 336

Customer centricity B2C Feedback Upselling 336

JivoChat

AUGUST 24, 2021

Many people don’t understand the importance of customer service metrics. Unfortunately, while most companies obsessively track sales and marketing numbers, they completely overlook customer service metrics—and miss out on the insights they can learn about customer service, customer satisfaction, and brand loyalty. Ticket Volume.

Metrics 59

Metrics Customer Service Upselling Average Handle Time 59

ChurnZero

DECEMBER 20, 2019

Being able to have difficult conversations with customers, being able to lead customers proactively, and being able to have metrics-driven conversations is what the new Customer Success Manager (CSM) is expected to achieve. C S will also be operationalized by segment, with more technical consultants for smaller segments, etc. .

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

CCNG

OCTOBER 19, 2022

Marketing Metrics, 2010) Increasing customer retention rates by 5% increases profits anywhere from 25% to 95%. Oracle, 2022) The top three reasons a consumer would trust a brand are the quality of the product (66%), personal experience with the brand (53%), and consistency (32%). over the last two years, 2.4 IDC, 2022).

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

SmartKarrot

NOVEMBER 19, 2020

Work alongside regional sales leadership and our partners to ensure the achievement of regional operational metrics and targets. You will help deliver projects such as data engineering, data governance, personalization, machine learning models for the next best action, and much more. on usage, NPS), and others.

Consulting 10

Consulting Consulting Government Upselling 10

CSM Practice

JULY 24, 2019

You could also personalize the onboarding process to identify and meet unique customer needs. · Customer Support. A typical customer healthscore design would help you mitigate churn risk, however, this is an internal metric that only serves your company.

Customer centricity 45

Customer centricity Feedback Finance Upselling 45

Totango

MAY 7, 2024

If CS doesn’t have commercial conversations with healthy customers, they’re not setting Sales up to re-enter the conversation and potentially upsell. Whether on the phone, in person, or via voice notes, verbal communication is far more collaborative than hiding behind Slack DMs, texts, and emails. Use your words Talk to each other!

Sales 97

Sales Upselling Metrics Accountability 97

ChurnZero

FEBRUARY 26, 2021

Connecting people to understand the use cases person to person has been beneficial.”. He also recommends internally sharing NPS feedback and finding ways to share the accountability for those metrics across departments. Blog: The SaaS Debate: Who Owns the Renewal and Upsell? Overcommunicate with your organization.

Management 59

Management Feedback Sales SaaS 59

SmartKarrot

FEBRUARY 4, 2021

Define and develop metrics and dashboards to provide visibility and actionable insights to internal teams and leadership. Identify existing customers within assigned segments and manage upsell activities to meet sales targets. Ensure the success of gaming creators through consultations and scaled training methods.

Technical Support 10

Technical Support Upselling Consulting Consulting 10

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. Consult with clients and guide best practices & quantitative measurement of success approach.

industry standards 10

industry standards Metrics Upselling Enterprise 10