Totango

JANUARY 30, 2020

Customer success and account management share common goals: Building customer loyalty and driving growth. Still, considering customer success vs account management reveals some insight into the contributions of both roles. Customer Success vs Account Management: How are They Different? Keeping Customer Goals in Mind.

Accountability 63

Accountability Management Upselling Enterprise 63

Totango

MARCH 24, 2020

The resulting subscription and SaaS supplier models spread customer lifetime value across repeated cycles of renewal and upsell and give customers the power to walk away if they’re not satisfied. Successful management of these stages will allow you to continually deliver value to your customers throughout the years. .

B2B 59

B2B Management Upselling SaaS 59

SmartKarrot

MARCH 2, 2022

You might have heard a lot about upselling and the need for upsell. Everyone talks about it but upsell is the least discovered aspect of customer success and sales. Customer success managers can mine existing customers to cross-sell and upsell to them. But first, what is an Upsell? Like what you are reading?

Upselling 19

Upselling SaaS Sales Management 19

Cincom

FEBRUARY 15, 2021

Join Cincom® and Covenant Technology Partners for this Lunchtime “Food for Thought” Demo on February 18. Join us for this lunchtime demo on February 18 that will show how you can expand your Microsoft Dynamics 365 investment while digitally transforming your business and increasing sales with CPQSync by Cincom. Cincom Systems, Inc.

Sales 98

Sales Finance Upselling SaaS 98

ClientSuccess

OCTOBER 2, 2019

We often hear the roles of Customer Success Manager (CSM) and Account Manager (AM) used interchangeably. The ultimate difference between a Customer Services Manager and an Account Manager is both in their area of concentration and how each target their customers. . Let’s talk about Account Managers first.

Accountability 47

Accountability Management Upselling SaaS 47

Totango

DECEMBER 12, 2019

How do you begin to manage all the potential outcomes, needs, and variables that determine the path ahead? The customer lifecycle management process segments the customer journey into stages, including onboarding, adoption, escalation, and renewal. How to Manage the Customer Lifecycle. Customer Lifecycle Management Solution .

Management 64

Management Enterprise Best practices Benchmark 64

ClientSuccess

FEBRUARY 8, 2023

So if you’re looking for answers on how best to manage customer renewals, then read on! The CSM manages the day-to-day relationship and is primarily responsible for driving value for the customer and broad adoption of your product. Upsells and cross-sells — Do you have upsells to offer your customers?

SaaS 71

SaaS Upselling Accountability Sales 71

ClientSuccess

FEBRUARY 22, 2023

Customer success managers work with customers to identify and help them achieve their goals. The success of customer success is typically measured by metrics such as customer retention rate, upsell/cross-sell revenue, and customer satisfaction scores. Unlike customer support, which is reactive, customer success is proactive.

First call resolution 70

First call resolution Best practices Upselling Education 70

Monet Software

JULY 18, 2018

If your contact center is already recording calls and monitoring calls, then you are two-thirds of the way toward an effective quality management program. Sounds easy, but some contact centers still struggle with their quality management strategies. So why not make it a point to score those for quality management?

Quality management 48

Quality management Management Upselling Contact Center 48

TechSee

SEPTEMBER 7, 2021

Warranty management. Managing the end-to-end lifecycle of consumer product warranties – from product registration through warranty claim – is a costly endeavor. Remote visual assistance – either through an agent or in self-service mode powered by computer vision AI – can simplify product registration and streamline warranty management.

Technical Support 191

Technical Support Sales Upselling Technology 191

Totango

SEPTEMBER 20, 2022

To enable customers, Customer Success teams may use methods such as: Assigning a Customer Success Manager to assist customers. Improving support by providing self-service tools and using automation to manage routine inquiries and route manual tickets to the appropriate representatives.

B2B 82

B2B SaaS Education Brand ambassadors 82

Nicereply

MARCH 16, 2022

Some treat Customer Experience as a synonym to Customer Success, others see Success and Support as part of the CX team, and still, others prefer it reports into Sales as a way to increase upsells and renewals. After starting in a frontline Support Role, I earned the opportunity to move into people management as a Support Leader.

Sales 111

Sales Customer Experience Upselling Self service 111

Totango

APRIL 2, 2019

This is also a good time to add upsells to accounts that have high customer health scores. By making an abstract concept like customer happiness a tangible number, customer journeys become easier to conceptualize and manage. That way, your team can immediately take advantage of upsell opportunities and repair low health scores.

Journey mapping 105

Journey mapping Upselling Accountability Feedback 105

Tethr

AUGUST 27, 2020

Are you curious about how upsells, cross-sells, promotions and campaigns are impacting customer loyalty? In addition to TEI, Tethr now offers the Agent Impact Score (AIS), a TEI derivative that gives managers the ability to measure the quality of agent performance and track how different agents are handling difficult customer situations.

Enterprise 118

Enterprise Customer effort Upselling Call Center 118

Enghouse Interactive

SEPTEMBER 3, 2021

Their overall revenue growth was attributed to increased customer engagement, higher levels of satisfaction, and more extensive conversations with appropriate subject matter experts (SME’s) resulting in more upsell and cross-sell opportunities. Benefits from the Best Security. Centrally managed and optimized.

contact center solutions 66

contact center solutions Contact Center Call flow Enterprise 66

ClientSuccess

JANUARY 11, 2023

What’s more, this approach has a direct impact on renewal and upsell rates, making it a win-win for both your company and the customer. Learn more about how ClientSuccess can help your company develop a strong customer success methodology and strategy with easy-to-use customer success software by requesting a 30-minute demo.

Benchmark 80

Benchmark Upselling Education Best practices 80

Kapta Customer Success

OCTOBER 2, 2017

The terms Key Account Management and Customer Success are often used interchangeably within organizations. Key Account Management Versus Customer Success. The goals of both Key Account Management and customer success are to retain and build relationships with customers. Relevant Industries.

Accountability 40

Accountability Management B2C Upselling 40

Tethr

JULY 31, 2020

Some warning signs of burnout are: Feelings of negativity or cynicism related to the workplace Reduced work efficiency A lack of energy An anxious feeling before the start of the workday Difficulty concentrating Irritability (sometimes with customers) Missed upsell/cross-sell opportunities Unhealthy coping strategies. Request a demo here.

Contact Center 117

Contact Center Call Center Upselling Management 117

Lumoa

APRIL 28, 2024

Customer experience platforms make it possible to manage all the customer data in one platform and reach out to them when they need it. You can even find opportunities for cross-selling, upselling, or personalized promotions by using real-time insights and trends generated by AI.

Feedback 83

Feedback Consulting Consulting Enterprise 83

Hodusoft

JULY 13, 2023

Many Internet Service Providers (ISPs), Internet Telephony Service Providers (ITSPs), Managed Service Providers (MSPs), and other telecom service providers ask this question when they look for any IP PBX software. Foresight is indispensable for success. What is an unlimited extension in multi-tenant IP PBX software?

voip 59

voip Best practices Upselling Enterprise 59

TeamSupport

OCTOBER 11, 2019

You’ve given them countless product demos. It’s the main reason why more businesses are creating “ customer success ” teams to manage customer wants and needs. Highly satisfied customers are more receptive to upselling – Customers that like your business not only stick around, they’re also more likely to buy again.

B2B 70

B2B Sales Customer Experience Upselling 70

Totango

FEBRUARY 7, 2019

Automate renewals and upsells. From helpdesk tickets to survey responses and account management engagement, you can organize and access information on any customer or segment within an actionable amount of time. Automate Renewals and Upsells. This video on automated renewals and upsells demonstrates how to approach the issue.

Best practices 81

Best practices SaaS Customer retention Upselling 81

JustCall

AUGUST 8, 2023

While this technology has transformed many segments within the industry – be it inventory management, accurate revenue prediction, etc. Such automated workflows make lead management easier and more efficient. Schedule a demo with us to know more. Artificial Intelligence (AI) has revolutionized eCommerce.

Sales 52

Sales Upselling Revenue potential Customer centricity 52

Totango

SEPTEMBER 13, 2022

Expansion of product usage through upsells. In that case, this might trigger a customer retention workflow to reach out and take corrective action, while a customer with a high satisfaction score might trigger an upsell offer. Your customer success playbooks should be keyed to the stages of your customer journey. Onboarding.

SaaS 86

SaaS Upselling Best practices Customer retention 86

Totango

MARCH 21, 2019

Success in these areas leads to a more successful renewal and upsell phase. Increase upsell opportunities. Increase Upsell Opportunities. The increased importance of the customer success team in generating lifetime value for the company leads to a natural progression toward recognizing and acting on upsell opportunities.

Enterprise 85

Enterprise Upselling Education Accountability 85

Netomi

FEBRUARY 21, 2024

Chatbots are at the forefront of the hospitality industry, from managing bookings to handling customer queries and providing personalized recommendations. Post-departure, they assist in gathering feedback, managing follow-ups, and maintaining engagement, which is vital for customer retention. Chatbots are more than a passing trend.

Chatbots 40

Chatbots Upselling Feedback Personalization 40

Solvvy

MARCH 22, 2022

For more complex organizations, our highly skilled change management team can help you navigate any internal hurdles. For some businesses, this is about customer satisfaction, retention, or support, whereas for others, it may be to drive revenue through product discovery, upsells, or increase conversations.

Chatbots 62

Chatbots Morale Benchmark Upselling 62

SmartKarrot

MAY 4, 2022

This article will shed light on why product managers and customer success managers are uniquely positioned to help each other achieve their desired outcomes. Who is a Customer Success Manager? A customer success manager is one who ensures that customers get the maximum value from the product they signed up for.

Management 19

Management Customer retention Upselling B2B 19

Balto

JUNE 29, 2022

For, example an agent assist tool might hear a product name during a conversation and trigger a popup so the agent remembers to attempt an upsell. Real-time guidance, on the other hand, allows managers to monitor conversations while they are ongoing and provide real-time alerts when things are going off course. Get a Demo.

Coaching 52

Coaching Average Handle Time Contact Center Upselling 52

ClientSuccess

APRIL 17, 2019

ClientSuccess will host Jay Nathan , Founding Partner and Managing Director of Customer Imperative , for this month’s customer success webinar series: Where should customer success live and who owns the number? Request a custom product demo. This is the one of the hottest customer success topics in debate right now.

SaaS 45

SaaS B2B Upselling Engineering 45

ClientSuccess

JUNE 15, 2021

From planning onboarding and implementation to facilitating new product or feature training to working with sales on renewals and upsells, CSMs often have a ‘catch all’ of responsibilities. When all departments understand the root of customer issues or complaints, working together towards a resolution is more manageable.

Upselling 52

Upselling Accountability SaaS Metrics 52

Totango

NOVEMBER 10, 2017

We were fortunate to have Shachar Avrahami, Customer Success Operations Manager from Feedvisor, share his experience and perspective on how to monitor and fine tune their health model to achieve desired results. If you would like to see how Totango can help your company develop a successful customer health model, request a demo today.

Upselling 76

Upselling Accountability Metrics Technology 76

Amity

APRIL 30, 2018

When one thinks of a Customer Success Manager, the ‘Happy To Help’ attitude is what usually comes to mind. And while Sales might focus on hitting targets every month ; Renewals, Upselling and Customer Retention would not be possible without the Customer Success Manager. Success picks up where Sales ends off.

Sales 82

Sales Upselling Education CRM 82

Totango

NOVEMBER 10, 2017

We were fortunate to have Shachar Avrahami, Customer Success Operations Manager from Feedvisor, share his experience and perspective on how to monitor and fine tune their health model to achieve desired results. If you would like to see how Totango can help your company develop a successful customer health model, request a demo today.

Upselling 72

Upselling Accountability Metrics Technology 72

Totango

OCTOBER 29, 2019

Be sure you look for the skills and qualities that will allow a customer success manager (CSM) to truly connect with customers. Next, you’ll need an onboarding specialist, or provide training for your CSMs so they can manage the entire customer journey. You’ll also need to know how many managers you need for these teams.

Upselling 61

Upselling Feedback Customer advocacy Accountability 61

ChurnZero

APRIL 26, 2019

Your new Customer Success Manager only gets to experience their first day on the job once. The difference between an effective and ineffective employee onboarding experience determines the long-term success of a new Customer Success Manager (CSM). Tip 1: Think Like a Human Resources Manager.

Coaching 58

Coaching Metrics Upselling SaaS 58

CustomerSuccessBox

APRIL 19, 2021

Most often the Customer Success Managers are acting when it is already too late or don’t know which action of theirs will lead to retention. Make the data available to customer success managers to dig in and explore. To see it live in action, request a demo here . Very old school and time-consuming.

Customer retention 52

Customer retention SaaS B2B Upselling 52