TechSee

JUNE 16, 2022

Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” With a career spanning over 20 years, Eric has an extensive amount of experience in Contact Center and 3rd party and onshore vendor management. Paul Husar, Senior Call Center Manager at LG Electronics.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

aircall

FEBRUARY 1, 2021

Have you ever looked at a high-performing sales team and wondered what kind of sales team training empowered them to be the best? spend over $70 billion on sales training every year. As you develop your sales team training program, you’ll need to have a good understanding of the purpose and goals of the training.

Best practices 62

Best practices Sales Call Center Coaching 62

Totango

NOVEMBER 27, 2023

With acquisition costs proving too high in today’s constrained environment, many businesses are finally putting greater focus on nurturing existing customer relationships to ensure retention and expansion. Predicting customer churn or potential customer issues to inform corrective steps to optimize the customer journey.

B2B 94

B2B CRM Enterprise Upselling 94

CustomerSuccessBox

MARCH 10, 2022

There is a need for managing brand loyalty to the clients and that’s why you need a client success manager. Also called as a client service manager! Roles and responsibilities of a Client Success Manager. Actively engage in communicating with the customers. Resolve their issues. Handle any conflicts of interest.

Management 52

Management Customer retention SaaS Customer advocacy 52

TeamSupport

DECEMBER 8, 2023

In today’s customer-centric market, providing exceptional support is non-negotiable. According to research by Microsoft, 59% of consumers have higher expectations for customer service than they did the year prior. Is your company prepared to deliver exceptional post-sale customer support?

Customer Support 105

Customer Support Analytics Upselling Customer centricity 105

CustomerSuccessBox

MARCH 15, 2022

So let’s deep dive into Customer Success, Customer support and Account management. What is customer success? The initiative was taken by the business to assist the clients or the customers to effectively use its products and plan the business operations to be empowering and successful. Minimizing churn.

Accountability 52

Accountability Customer Support Management Upselling 52

CSM Magazine

DECEMBER 13, 2023

Here are some of call center security’s best practices that you can use: Invest in systems and tools to monitor and analyze customer interactions in real-time. To access real-time data, integrate customer service platforms, such as CRM, order management, or inventory. Recognize and reward exceptional performances.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

JustCall

APRIL 5, 2023

The need for customer success management is fairly new and fast becoming pertinent. These include the need to create value for customers on a recurring basis as well as lowering the switching costs for customers. Traditional customer support models will not cut it. What is customer success management or CSM?

Management 52

Management CRM Analytics Customer retention 52

Beyond Philosophy

NOVEMBER 10, 2014

Here are some of the most comprehensive facts and figures that I’ve come across: A recent study of the Value of Customer Experience amongst two $1 billion+ businesses published in Harvard Business Review (HBR) managed to quantify the effects of good customer experience. Your existing customers are far easier to upsell.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Nicereply

APRIL 22, 2021

Today, I’ll try to make a case for why it’s a good idea to measure satisfaction at various points in your customer journey and why I think it’s a great idea to measure satisfaction with your sales reps. Why measure CSAT in sales? Prevent customer churn. Plenty of external factors can influence a sale going either way.

Sales 52

Sales Surveys Upselling Feedback 52

Amity

AUGUST 30, 2018

Companies that don’t want to miss out on the trend of branding themselves as “customer-centric” might consider repackaging an existing team, like Account Management, as Customer Success. A key focus for Account Managers (AMs) is building strong relationships with their customers.

Accountability 67

Accountability Management Upselling Customer centricity 67

Global Response

MARCH 13, 2024

Omnichannel support: CX outsourcing companies provide integrated support across digital and traditional channels, ensuring a consistent and cohesive customer experience. Customer retention and loyalty programs : Outsourcing providers design and manage customer retention strategies to increase customer loyalty and reduce churn.

outsourcing 62

outsourcing Best practices Feedback Customer retention 62

Fonolo

APRIL 6, 2021

Don’t let your business fall short when it comes to delighting customers with great customer service. Every time a customer interacts with one of your sales associates or call center agents, the outcome will impact how shoppers perceive your retail brand. Upsell products that match a customer’s need.

Best practices 126

Best practices Customer Service Upselling Sales 126

Amity

JULY 26, 2017

When making the case for Customer Success, make sure you understand what Customer Success can actually bring to the Sales team and how it will power not only retention and expansion but also acquisition. Offload Your Sales Team. Allow New Sales to Grow Your Book of Business.

Sales 57

Sales Upselling Customer centricity Accountability 57

ChurnZero

MAY 3, 2022

Customer Success managers are beginning to realize there is no ‘easy’ button,” says the SuccessCOACHING team, the training arm of SuccessHACKER. Start with: Becoming Customer-Centric (playlist) : How to champion CS within your organization. Start with: What is Customer Experience? 5: ChurnZero.

Journey mapping 98

Journey mapping Customer centricity SaaS Education 98

Global Response

JULY 3, 2023

Here are six tried-and-true strategies from our decades of experience in call centers and customer service. Personalized and Customer-Centric Interactions Step 1: treat your customers like the valuable individuals they are. As the saying goes—your customers make your business. Ready to perfect your CX?

Call Center 62

Call Center outsourcing Customer centricity Upselling 62

ChurnZero

JANUARY 25, 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. This means that sales acumen is no longer just a bonus for CS professionals—it’s a new baseline for many companies.

Education 52

Education Upselling Consulting Consulting 52

Amity

JANUARY 20, 2017

Companies that don’t want to miss out on the trend of branding themselves as “customer-centric” might consider repackaging an existing team, like Account Management, as Customer Success. A key focus for Account Managers (AMs) is building strong relationships with their customers.

Accountability 72

Accountability Management Upselling Customer centricity 72

ChurnZero

FEBRUARY 9, 2021

To help you amp up your Customer Success management skills here’s a breakdown of our top recommendations for courses to consider taking. Customer Success Management Fundamentals. Course Description: New to customer success management (CSM)? Value Realization Best Practices for Customer Success Management.

Journey mapping 98

Journey mapping Best practices Consulting Consulting 98

Totango

JULY 13, 2021

Strategy for customer success growth has changed as commerce has gone digital and big data has made marketing and sales customer-centric. Tell people about your business, get them in the store, sell them things, then look for more customers. In the future, you may be able to offer them an upsell.

Customer centricity 104

Customer centricity B2C Enterprise Upselling 104

CustomerSuccessBox

SEPTEMBER 20, 2021

Role of Customer Success Manager in a SaaS Company. 10 Customer Success KPIs. Lincoln Murphy is a leading customer success consultant, keynote speaker, and author. He posts regularly on customer success, customer experience, and customer-centricity and is a Growth Consultant focused on Customer-centric Growth.

SaaS 64

SaaS Customer centricity B2B Best practices 64

ChurnZero

JANUARY 18, 2024

SaaS enables customers to trade the large capital expenditures associated with traditional enterprise software for smaller operating expenses: a lower cost of entry, and minimal IT infrastructure to manage. Hence, the the role of a chief customer officer (CCO) which we define this way. However, that benefit comes with risks.

Chief Customer Officer 52

Chief Customer Officer SaaS Sales Upselling 52

CSM Practice

DECEMBER 7, 2020

CSM Leader Optimizes Customer Success Strategies and Processes in collaboration with top thought leaders in its industry. Dec 1, 2020 — Today, CSM Practice, the world’s first consulting firm dedicated to Customer Success Management (CSM) strategy, announced the formation of its new Advisory Board. Sunnyvale, Calif.—

Chief Customer Officer 81

Chief Customer Officer Upselling SaaS Consulting 81

Totango

FEBRUARY 6, 2020

This lets you anticipate customer needs and continually provide value: Access to Customer Data. Customer Lifecycle Management. Customer Success Software. Focusing on these customer success factors will help you operationalize customer-centricity across your enterprise. Proactive Engagement.

Enterprise 92

Enterprise Customer centricity Metrics Upselling 92

SmartKarrot

OCTOBER 24, 2023

One such strategic decision is introducing a Customer Success Manager (CSM) towards the conclusion of the sales process. Why Introduce a Customer Success Manager Towards the End of the Sales Process? How to Introduce a Customer Success Manager The art of introducing a CSM effectively lies in the timing.

Sales 10

Sales Management Upselling Customer centricity 10

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

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

CSM Practice

JULY 6, 2020

In this one, we are going to focus on how SaaS companies can leverage their customer base to drive more revenue through expansion during Coronavirus. The New SaaS Sales Environment during COVID-19. To learn how to sell more to existing customers, we need to understand the changes that have taken place in the SaaS scene.

SaaS 71

SaaS Upselling Accountability Sales 71

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. Matt Kearns, Sr.

Management 59

Management Feedback Sales SaaS 59

CSM Practice

JULY 6, 2020

In this one, we are going to focus on how SaaS companies can leverage their customer base to drive more revenue through expansion during Coronavirus. The New SaaS Sales Environment during COVID-19. To learn how to sell more to existing customers, we need to understand the changes that have taken place in the SaaS scene.

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Practice

SEPTEMBER 18, 2020

In this Chat and Learn series, we invited Taylor Johnston, Director for Customer Success at Salesloft, a sales engagement platform that helps sales organizations deliver better sales experience for their customers. Key Competencies in Hiring Renewals Manager. Customer-centric. Financial acumen.

Upselling 52

Upselling Finance Customer centricity Accountability 52

JustCall

APRIL 3, 2023

Key Responsibi lities of a Customer Success Team The key responsibilities of a customer success team generally include the following: Onboarding: The customer success team is responsible for helping new customers get started with the product or service, ensuring they understand how to use it and achieve their goals.

Upselling 52

Upselling Metrics Best practices Customer centricity 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. Qualitative data is obtained from customer-facing teams and personnel.

Upselling 52

Upselling Customer centricity Sales Accountability 52

TechSee

APRIL 10, 2018

This need represents a massive opportunity for BPOs to partner with leading technology companies in order to deliver these services to their customers, as well as to develop the expertise necessary to address tomorrow’s demands. Technology sales is a higher margin business than human labor. Gartner’s data underscores this opportunity.

Call Center 139

Call Center Technology outsourcing Self service 139

TeleDirect

FEBRUARY 20, 2020

Our business process outsourced (BPO) solutions offer a custom, customer-centric call center platform for any firm or non-profit looking to improve their customer service performance. Plus, we provide: Lead response management. Good customer service leads to great upsell opportunities. And much more.

Customer Service 104

Customer Service Business Process Outsourcing outsourcing Call Center 104

SmartKarrot

NOVEMBER 14, 2023

In the intricate tapestry of business success, the seamless collaboration between Sales and Customer Success emerges as a key determinant of long-term customer satisfaction and retention. Is Sales & Customer Success Need to Work Together?

Sales 10

Sales Customer centricity Upselling Management 10

ChurnZero

MAY 3, 2022

Let’s explore five of the best Customer Success YouTube channels for learning how to fight churn, understand industry trends, and position yourself for professional success in CS. Customer Success managers are beginning to realize there is no ‘easy’ button,” says the SuccessCOACHING team, the training arm of SuccessHACKER.

Journey mapping 52

Journey mapping Customer centricity SaaS Education 52