JivoChat

JUNE 1, 2021

Here are important post-purchase touchpoints to keep in mind: Upselling and cross-selling emails. Before someone finishes the checkout process, there are opportunities to upsell (by offering a higher-end version of the product) or cross-sell the customer (by offering a complementary product or service). Feedback surveys.

CRM 52

CRM Advertising Chatbots Surveys 52

CustomerSuccessBox

FEBRUARY 14, 2019

The major KPIs of a Customer Success Manager are: Increase Lifetime Value (LTV) of the customers (by upsells, cross sells etc). But sometimes they may need the help of the engineering or product or development team. E.g. Selling a CRM software as a software that can also reduce churn. Create upsell opportunities.

Management 67

Management Upselling SaaS Sales 67

JustCall

FEBRUARY 11, 2022

Upselling, and cross selling products and sellers. Proficiency in using CRM software and MS Office. Sales managers drive the company’s revenue engine. Overseeing sales performance, identifying gaps and providing feedback for improvement. CRM Software. This is where CRM software comes to the rescue.

Sales 52

Sales B2C B2B call center software 52

ChurnZero

AUGUST 27, 2021

Customer Success (CS) is a core business function, and for some B2B companies, CS is a growth engine. Customer Success Managers (CSMs) are responsible for collecting and analyzing customer feedback, managing customer communications, and setting up self-service resources. This is a guest blog post by Tamiracle Williams from PandaDoc.

Metrics 52

Metrics Upselling B2B Accountability 52

ClearAction

NOVEMBER 5, 2017

And sometimes customer-facing staff has a distinct customer experience vision that is at odds with their upstream value chain (engineering, IT, finance, production, marketing, supplier management, etc.). Do your surveys interrupt customers or allow them to give feedback however and whenever they prefer? Consistency is the key.

Customer Experience 69

Customer Experience Customer centricity Morale Finance 69

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. Work cross-functionally with engineering to deliver unified business goals. Apply here: [link].

Technical Support 19

Technical Support Customer advocacy Engineering Upselling 19

SmartKarrot

MAY 4, 2022

Marketing, Sales, Product, Engineering). Maintaining and innovating the use of CRM and CSM tools to record customer information and to track KPI’s. Funnelling customer feedback to the resolution team so that we can put processes and tools in place to improve the overall service delivery. opportunities and risks).

Engineering 19

Engineering Education Upselling Accountability 19

JivoChat

JANUARY 17, 2021

Image : Handle multiple chats at once with JivoChat, transfer chats to other agents, and view past notes and CRM records. Guiding shoppers towards a purchase or upselling with personalized offers. Sync support data with your CRM. Integrating your CRM and Live Chat software helps to sync support data. Train support agents.

Best practices 52

Best practices CRM Customer Support Personalization 52

SmartKarrot

OCTOBER 21, 2021

Identify opportunities and lead upsell/cross-sell deals from start to finish. Serve as Voice of the Customer by continuously soliciting and presenting technology feedback to product management and engineering teams. Update and document all activities into the CRM system regularly and accurately.

Upselling 19

Upselling Accountability Customer centricity Coaching 19

SmartKarrot

AUGUST 3, 2020

Role: Customer Success Manager Location: Seattle, WA, US Organization: Textio In this role, you’ll work closely with the customer success engineering team to measure progress and track and improve customer’s usage. You will apply a consultative approach to identify upsell opportunities and create a fan base amongst clients.

Finance 10

Finance CRM Upselling Accountability 10

SmartKarrot

FEBRUARY 16, 2021

Work collaboratively cross-functionally with Implementation, User Marketing, Analytics, Product, and Engineering teams to deliver against customer expectations. Manage the lifecycle of the relationship from onboarding through upsell. Ensure data integrity by updating records in the CRM system. Apply here: [link].

Healthcare 10

Healthcare Upselling Accountability Education 10

Totango

AUGUST 11, 2022

Digital interactions that inform SaaS client relationships span the range of the customer journey , from pre-purchase marketing engagements to onboarding to subscription renewals, upsells and brand advocacy. Examples include: Search engine queries and ads. Customer satisfaction and feedback surveys. Upsell purchases.

SaaS 106

SaaS Journey mapping B2B Feedback 106

SmartKarrot

OCTOBER 13, 2020

This includes their web-activity, in-app activity, support calls, feedback, etc. There are many big-data services that you can purchase like BigML or Google Cloud ML Engine. These can be: Marketing and sales : Use the customer information towards marketing your upsells and cross-sells, as well as to acquire new right-fit customers.

Customer centricity 10

Customer centricity SaaS Analytics Customer retention 10

SmartKarrot

SEPTEMBER 20, 2021

Role: Customer Success Manager Location: Remote, United States Organization: EZ Texting As a Customer Success Manager, you will drive upsells & retention revenue through an existing customer portfolio. Serve as the voice of the customer and collect feedback to drive continuous improvement across all areas of the business.

Engineering 3

Engineering Upselling CRM Best practices 3

ShepHyken

JANUARY 14, 2022

This week we feature an article by Todd Zerbe Senior Vice President of Engineering at Avaya. This can be achieved in a few ways including post-call surveys, social listening, assessing NPS scores, feedback management, and reputation management. Todd Zerbe is Senior Vice President of Engineering at Avaya.

Banking 176

Banking Engineering Upselling Interactive Voice Response 176

Help Scout

JULY 20, 2021

They went from being a company known for its excellent engineering and top-of-the-line products to being more flexible and considering more user experience aspects, like paying attention to which industry the buyer worked in, what they’d commonly be doing with the device, and even the budget they worked with.

Sales 145

Sales Feedback Metrics Surveys 145

Comm100

FEBRUARY 10, 2022

You can also offer relevant recommendations to increase your chances of upselling your customers like PuraVida does here with their “You may also like” section. A high-functioning CRM will help in collecting granular data from customers. Ask for and implement customer feedback.

Personalization 52

Personalization Customer Service Chatbots Self service 52

SmartKarrot

MAY 28, 2021

Conduct regular business reviews to understand current adoption level, business relationships, general issues, and leverage them to better position Acoustic’s portfolio for cross-sell and upsell. Drive continuous improvement through user feedback and analysis, map out key improvement areas for better use of the tools.

Upselling 10

Upselling Education Engineering CRM 10

SmartKarrot

JANUARY 22, 2021

Consecutively, many other roles emerged post this, namely, Executive Sponsor, Support Representative, and an Engineering Manager as well. This was succeeded by various Marketing Automation Platforms (MAPS) , which were mainly designed to gel up well with the CRM systems. With this, the horrific churn rates began taking a backseat.

SaaS 10

SaaS Customer centricity CRM Analytics 10

Comm100

FEBRUARY 5, 2018

CRM Software. From customer relationship management (CRM) software to knowledge base and social media tools — it almost seems harder to find a software solution that isn’t considered a customer engagement tool than one that is. These are common types and functions of customer engagement software: CRM Software. PR Software.

CRM 49

CRM Marketing Multichannel Self service 49