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

JustCall

JULY 23, 2020

In sales, relying on your gut can be detrimental. In this blog, we'll run you through all the important sales metrics and KPIs you need to assess for optimum results. . Measuring your sales metrics and KPIs is a healthy exercise for improving overall sales performance. Sales Cycle Duration.

Sales 52

Sales Metrics Upselling Benchmark 52

Vonage

OCTOBER 12, 2015

As such, this article, although it focuses on sales tactics, actually falls under the heading of customer service. Incorporate these five customer service strategies into your sales tactics and watch sales grow. is too vague and doesn’t invite a definitive answer. It is everyone’s job. The standard “Can I help you?”

Sales 102

Sales Customer Service Upselling B2C 102

TeamSupport

OCTOBER 11, 2019

For sales yes, but for your entire company it definitely shouldn’t be. More companies are spending additional time and resources on improving the B2B post-sale experience of their customers. Keeping customers happy after the sale decreases churn – Simply put, happy customers are less likely to leave your business.

B2B 70

B2B Sales Customer Experience Upselling 70

JustCall

MAY 5, 2022

Ideally, your sales and customer support reps need real-time assistance. Agent Assist is a part of conversation intelligence that uses artificial intelligence and machine learning technologies to provide suggestions to sales and support reps during live conversations with a prospect or customer. Used by sales teams.

Sales 52

Sales First call resolution Average Handle Time CRM 52

ChurnZero

JULY 17, 2020

In some cases, the renewal process is owned by the Sales team (not the Customer Success team). Assuming that the Sales team owns the renewals, this blog will first address the question of which role within Sales should own the renewal process. Who in Sales owns the Renewal Process? Account Executive – A hunter.

Sales 59

Sales Chief Customer Officer Upselling Accountability 59

LiveChat

MARCH 23, 2016

One of the methods of increasing revenue that is often left unexplored my online marketers is upselling. However, there’s not much talk about upselling. It’s basically making the most of the sales you are already getting. And it can be done with much less effort and at lower costs than generating new sales.

Upselling 48

Upselling Sales Marketing 48

delighted

MARCH 4, 2020

This includes every feature used within your digital product, every engagement with your customer support and sales representatives, every in-store visit, and every marketing communication people see. during (sales reps, point of sale experience, etc.), Where these interactions happen are called touchpoints.

Customer Experience 52

Customer Experience Management Journey mapping Surveys 52

CSM Practice

APRIL 16, 2019

In this blog, I’m going to share best practices and proven tactics to help your company increase new business deals, accelerate your sales cycle and increase net retention rate using best of breed advocacy playbooks for Customer Success teams. accelerating your sales process, and help close more new, upsell and cross sell deals.

Customer advocacy 55

Customer advocacy Upselling Management Best practices 55

TechSee

APRIL 13, 2021

They are generally relegated to the background and don’t merit the spotlight as often as sales and marketing initiatives — or in this comparison, the race car drivers. billion and sales process recommendation and automation at $2.7 Customer service can be compared to the pit crew for NASCAR.

Customer Service 124

Customer Service Self service Upselling Sales 124

ChurnZero

APRIL 27, 2022

As a vendor, value realization affects customer loyalty and retention, customer satisfaction, referrals and recommendations, and opportunities to upsell. The stages of value realization are definition, delivery, realization, validation, and optimization. Definition. They may be open to upsells, cross-sells, or add-ons.

Chief Customer Officer 52

Chief Customer Officer Upselling Education Metrics 52

JivoChat

APRIL 8, 2021

There are many benefits of customer engagement tools, as they can help your company do the following: Boost Sales and Revenue. So, striving to deliver excellent customer service is a surefire way to increase your sales. Shorter Sales Cycles. With a more informed sales process, you can reduce sales cycles to close leads quickly.

Sales 52

Sales Chatbots Brand ambassadors Surveys 52

delighted

MARCH 4, 2020

This includes every feature used within your digital product, every engagement with your customer support and sales representatives, every in-store visit, and every marketing communication people see. during (sales reps, point of sale experience, etc.), 20 Customer Experience terms, definitions, and resources.

Customer Experience 44

Customer Experience Management Journey mapping Surveys 44

Fonolo

OCTOBER 6, 2020

Customers don’t want to call you in the first place; they definitely don’t want to call you twice. How They Approach Upselling Opportunities. Upselling should be something that all your customer-facing employees should be doing — not just sales. CX #custserv Click To Tweet.

Upselling 126

Upselling Call Center Sales Management 126

CSM Practice

MAY 13, 2020

Renewals and Upsell Deals. 60% reported a negative impact on customer retention and upsell deals due to the pandemic. Over the last 4 weeks, the negative impact of COVID-19 on renewals and upsell deals continues to increase. Sales and Retention Forecast. Sales and retention forecast for mid-May 2020 is 67%.

SaaS 83

SaaS Surveys Upselling Customer retention 83

ChurnZero

OCTOBER 1, 2022

Why is it that the need for operations in marketing and sales is never questioned, yet Customer Success isn’t given the same allowance? Q: Should CSM roles close upsell deals? Are they a very expensive support organization or are they a very cheap sales organization? Organizations invest in MQL and SQL processes without fail.

B2C 97

B2C Upselling B2B Accountability 97

CustomerSuccessBox

MARCH 7, 2022

As your customers become long-term users, it will give you more opportunities to upsell thereby increasing the LTV(lifetime value). Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. Expansion managers report to the sales team. The Customer.

SaaS 52

SaaS Upselling Customer retention Accountability 52

TeamSupport

MAY 11, 2021

That’s how TeamSupport CEO Pete Khanna and ProfitSword VP of Sales and Marketing Paul Bennie began their speaking session at the recent TSIA Interact annual conference. And the Sales pipeline (number of opportunities, Closed Won per month, time to close, etc.). “You’re not paying close enough attention to your customers.”.

B2B 98

B2B Upselling Metrics Education 98

Totango

MARCH 26, 2021

The definition of the customer lifecycle has shifted from the perspective of the seller to that of the customer in the wake of technological advances. At one time, customer lifecycle models took a seller-centric perspective which split the pre-sales phase of the customer’s journey from the post-sales phase. Conversion.

SaaS 66

SaaS Best practices Upselling Education 66

ChurnZero

JANUARY 18, 2024

A chief customer officer is an operational role responsible for all customer-facing activity post-sale. The experts we work with suggest searching for leaders who have worked in multiple post-sale functional roles. While we don’t typically advocate that sales reports to the CCO, this company believes that’s the best structure for them.

Chief Customer Officer 52

Chief Customer Officer SaaS Sales Upselling 52

Totango

AUGUST 21, 2020

We currently have 13,000 Totango users in the system contributing to, leading, running operations for our Sales and Customer Success Field teams. SC: Health scoring is a good example of this, however all of the data / KPI definitions can be a good example. SC: Totango is very easy to use and is cloud-based. We are 18 months in.

Upselling 115

Upselling Accountability Metrics SaaS 115

CustomerSuccessBox

DECEMBER 14, 2021

The goal of Sales would be to get the customer to commit to your product. Following quantifiable metrics can indicate the real impact of Customer Success on revenue: Forecasting Revenue through renewals, upsells, and expansion. Upsells, Renewals, Cross-sells, etc. How do you make that mindset shift?

Upselling 52

Upselling SaaS Customer advocacy B2B 52

Amity

SEPTEMBER 17, 2015

Sales has Salesforce. First, a definition. They were definitely on to something. How about sales? If your customer success organization is managing renewals and upsells, you will definitely want to provide accurate reports of renewal stats and upsell revenue. Accounting has Quickbooks.

Upselling 72

Upselling SaaS Metrics Sales 72

CSM Magazine

JULY 22, 2021

Henry Spitzer, VP of Sales at Lusha explains how community building is a powerful and cost-effective way to increase retention by creating a central destination for users to find support, advice and best practices. Communities furthermore, lower service costs and dramatically affect retention and upsell. The Bare Basics.

Advertising 98

Advertising SaaS B2C Engineering 98

Totango

APRIL 2, 2019

This is also a good time to add upsells to accounts that have high customer health scores. Health scores indicate which customers may be receptive to cross-sell or upsell offers and which ones might require extra attention from your success team. Customize Notifications and Health Scores. How would they define success? Gather Feedback.

Journey mapping 105

Journey mapping Upselling Accountability Feedback 105

Satrix Solutions

NOVEMBER 2, 2020

To combat this, companies turn to existing customers for upsell / cross-sell opportunities to offset lost revenue from downgrades or cancellations. But expansion sales are important enough to look at to see are we adding value and are we increasing, essentially, profitability over time. Every company faces some degree of churn.

Upselling 78

Upselling Metrics B2B Sales 78

Nicereply

JUNE 20, 2023

The SaaS model has blurred the lines between marketing, sales, conversion, on-boarding, training, support,and retention. With Customer Experience talent, communication style, and ability to upsell/renew without being or seeming “salesy” are also skills we tend to look for. Kristina: CX has really evolved over the past decade.

Customer Experience 86

Customer Experience SaaS Construction Morale 86

Fonolo

JULY 5, 2023

They definitely don’t want to call you twice. How they approach upselling opportunities Upselling is something that all your customer-facing employees should be doing — not just sales. Remember that the customer experience doesn't end when you make the sale. Customers don’t want to call you in the first place.

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

ChurnZero

FEBRUARY 17, 2021

Efficient Sales Models. TSIA Resource: 3 Tips to Lower Sales Costs Using Your Customer Success Org. ChurnZero Resource: Knowledge Hub – Customer Expansion, Upselling, and Cross-Selling for CS Teams. ChurnZero Resource: Why Your Customer Success Team Needs Proper Sales Training. Customer Success Technology. Reduce Churn.

Best practices 78

Best practices Upselling Analytics SaaS 78

ClientSuccess

JULY 1, 2021

Skill #4: Sales (or sales-adjacent) Experience . While customer success management in no way involves sales (this is more account management), it is a good idea for CSMs to have some comfort with having sales-focused conversations. eBook: The Definitive Guide to CSM Comp Plans. Skill #5: Empathy .

Upselling 52

Upselling Accountability Sales Management 52

CustomerSuccessBox

SEPTEMBER 20, 2021

how to design and build a sales & marketing growth machine, etc. The other topics covered are sales, marketing, growth, support, and more. If you like listening rather than reading, you must definitely check out Intercom podcasts. How to balance customer success and revenue in sales. SuccessCOACHING. Zendesk Blog.

SaaS 64

SaaS Customer centricity B2B Best practices 64

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? When a sale is nearing closure, the customer is not merely buying a product or service; they are investing in an outcome.

Sales 10

Sales Management Upselling Customer centricity 10

ChurnZero

JANUARY 10, 2022

One cross-functional relationship that absolutely cannot be ignored when it comes to SaaS customer onboarding is the relationship between Sales and Customer Success. That crucial handoff can make or break your onboarding: Sales sold the customer the dream, and now Customer Success needs to facilitate the realization of that dream.

Best practices 98

Best practices SaaS Metrics Sales 98

CustomerSuccessBox

JULY 9, 2021

The word “client” can also mean “customer,” according to most dictionaries, but it has a separate definition when it comes to professional services. Definition of a customer. Definition of a client. Again, let’s start with a dictionary definition. There is only one boss. The customer. Sam Walton.

SaaS 52

SaaS Customer retention Upselling Personalization 52

JivoChat

JANUARY 8, 2020

Remember, increasing your number of chats means more sales opportunities, so if you’re looking for ideas on how to convert more with Smart Triggers, here’s some tips: Use smart triggers to engage visitors on the checkout page and shopping cart - at the end of your sales funnel. It’s also optimized for mobile devices.

Upselling 52

Upselling Sales Analytics Marketing 52

CustomerSuccessBox

MAY 18, 2022

A dedicated AI-powered customer success platform aiding SaaS firms to onboard, retain, upsell and drive MRR. You should definitely check out the resources they offer on eliminating churn, advocacy, and expansion selling strategies if customer success is something that you read about to elevate your career! CustomerSuccessBox.

SaaS 52

SaaS Upselling Education Customer retention 52

Babelforce

MAY 27, 2021

The math is simple – if the service better fits their needs, you’ll be more successful in service, sales and retention. There’s also a second definition of customized service – letting customers set up your service to their liking. They can: Spot upsell opportunities. 3 Segment your customers.

Customer Service 88

Customer Service Contact Center CRM Interactive Voice Response 88