Global Response

DECEMBER 21, 2022

For call centers that don’t handle outbound sales, a QA process can also be useful for any inbound sales—whether that’s a customer upsell, upgrade, or renewal; a recommendation for a product the customer inquires about; or another type of sales activity. As you build out your process, create documentation around each step of the process.

Call Center 62

Call Center Outbound sales Feedback Best practices 62

ClientSuccess

OCTOBER 18, 2022

Modern CSMs are now responsible for the full spectrum of customer conversations, including those trickier ones that may center around strategic initiatives such as renewals, upsells, expansion opportunities, or, in some cases, executive concerns. . Listen to your counterpart’s feedback and input. Hold your ground – to a point.

Best practices 72

Best practices Upselling Coaching Accountability 72

JustCall

MARCH 9, 2023

creating product documentation and associated resources, and so on Over to You There you go—while the difference between customer support and customer service may not seem much at first glance, the two are varying fields with contrasting end goals. What’s the difference between customer service and customer support?

Customer Support 40

Customer Support Customer Service Average Handle Time Metrics 40

JustCall

APRIL 4, 2023

Upselling and cross-selling : Unknown to many, inbound call center agents are also responsible for identifying opportunities to upsell and cross-sell products and services to customers, increasing revenue and promoting customer loyalty. This includes key product details, service offerings, pricing, and other relevant information.

Call Center 52

Call Center call center software Upselling Scripts 52

ChurnZero

DECEMBER 7, 2023

Renewal / Expansion Hero: TruVideo Driving upsells and awareness with engaging in-app content. Within three months of deploying the play, the team had generated the MRR equivalent of 17 new customers through upsells, with around 10% of the customer base adopting the tool.

Accountability 52

Accountability Upselling Sales Marketing 52

CSM Magazine

JULY 22, 2021

While good for business, this exponential growth makes it difficult for companies to collect feedback and insights from individual users and fully hone in on their customer experience. Communities furthermore, lower service costs and dramatically affect retention and upsell. High engagement aids brand awareness and market positioning.

Advertising 98

Advertising SaaS B2C Engineering 98

Totango

AUGUST 18, 2022

It also promotes higher product usage, increases the likelihood of upselling purchases and encourages customers to become enthusiastic brand advocates. Your checklist serves as a reference document that your customer success team and customers can consult. Having documented onboarding procedures allows you to automate your process.

Journey mapping 92

Journey mapping SaaS Upselling Enterprise 92

Inbenta

DECEMBER 14, 2021

They can push promotions in a specific timeframe and recommend or upsell insurance plans by making suitable suggestions at exactly the right moment. Support diversification by recommending, cross-selling, or upselling appropriate products. update personal and payment details, and submit documentation. Case study 2: DKV.

Chatbots 52

Chatbots Upselling Average Handle Time Analytics 52

Totango

JULY 8, 2021

With this system, alerts are automatically generated about any customer who requires attention – be it a customer with deteriorating health or an upsell opportunity that is set to renew soon. It can include: Customer Feedback: What anecdotal feedback has been collected by the extended customer team and surveys such as NPS and CSAT?

Upselling 65

Upselling Accountability Customer retention Metrics 65

CustomerSuccessBox

MAY 9, 2022

The pros (new customer ARR, upsells) and cons (no new customer ARR, no upsells) should be highlighted on this Customer Success dashboard (downgrades and churn). Customer feedback is the first and most obvious place to seek information on what your consumers think of your product or service. Voice of Customer.

Metrics 52

Metrics Upselling Customer advocacy CRM 52

ChurnZero

FEBRUARY 23, 2023

Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. Review the support tickets and product feedback from customers who churned; Ask your sales team why a customer left; and Interview customers who are leaving or have left. That task falls to your Customer Success team.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. Review the support tickets and product feedback from customers who churned; Ask your sales team why a customer left; and Interview customers who are leaving or have left. That task falls to your Customer Success team.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ProProfs Blog

DECEMBER 16, 2020

Identify upsell and cross-sell opportunities that can be offered during an ongoing conversation. One, you can identify upsell opportunities for your business. To help your chat operators get through the post-holidays chat requests successfully, make sure you have some product training and process documentation in place.

Management 147

Management Chatbots Sales Upselling 147

Mindtouch

JANUARY 5, 2017

I’m talking about marketing assets, sales enablement, training and onboarding material, support and technical documentation, etc. The knowledge and support a customer needs to master using your product or service, leading to renewals, upsells, and ultimately brand-loyal promoters. How many have access or know how to use them?

Upselling 59

Upselling Engineering Sales Analytics 59

Amity

AUGUST 30, 2018

To ensure there is accountability on the customer’s part, the agreed-upon goals and success criteria should be clearly documented. AMs provide internal feedback on what features and systems will be necessary to support their current customers in the future. Phase IV- Upsells and cross-sells (Day 200 - 230).

Accountability 67

Accountability Management Upselling Customer centricity 67

Callminer

SEPTEMBER 14, 2020

Business analysts are involved in activities such as relationship building, process evaluation, requirements gathering, process improvement, scope definition, requirements documentation, non-technical and technical design, scope management, project support, charting future direction and road mapping. Time spent waiting. Speed of resolution.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Totango

OCTOBER 6, 2020

To help further your understanding of these important differences, this article will breakdown the customer success vs. customer support dynamic and outline how prioritizing a proactive approach towards client relations can empower you to prevent churn, create value, increase the likelihood of renewal, and encourage upsells/cross-sells.

Customer Support 105

Customer Support Customer advocacy Construction Enterprise 105

Help Scout

JULY 24, 2018

While both focus on helping customers, the difference between customer service and customer support is that customer support is a specific type of customer service involving other skills such as documentation, product feedback, and technical problem solving. It’s transactional.

Customer Support 40

Customer Support Customer Service Average Handle Time Upselling 40

Amity

JANUARY 20, 2017

To ensure there is accountability on the customer’s part, the agreed upon goals and success criteria should be clearly documented. AMs provide internal feedback on what features and systems will be necessary to support their current customers in the future. Phase IV- Upsells and cross-sells (Day 200 - 230).

Accountability 72

Accountability Management Upselling Customer centricity 72

Totango

AUGUST 14, 2020

Ideally, this long-term partnership will see your customer reach milestones with your help, expand their use of your product, and upsell or cross-sell in other ways. Escalation : Rapid, personalized, and inclusive responses to customer feedback and challenges can actually improve the customer relationship and your product.

Enterprise 76

Enterprise Feedback Upselling Accountability 76

SmartKarrot

OCTOBER 3, 2023

Account Growth Account growth is not just about upselling or cross-selling; it’s about identifying opportunities that genuinely add value to the customer. Provide scripts or templates for approaching customers about upselling or cross-selling. Review your feedback regularly. Renewal Performance tracking.

Management 19

Management Best practices Upselling Scripts 19

Talkdesk

OCTOBER 18, 2016

They are fielding questions, frustrations and feedback, and they are keeping paying customers happy. Agents can then inform customers of upcoming changes, rally customers to attend an event, or recommend customers use a new product and offer feedback. Agents Aren’t Able to Share Critical Customer Feedback.

Customer Service 40

Customer Service Upselling Advertising Feedback 40

Education Services Group

OCTOBER 22, 2019

Hopefully, if you do it well, they’ll purchase upsells and cross-sells , and they’ll renew their subscription. The value of customer reviews and testimonials when marketing can’t be overstated, and your CS teams can point to which customers are most likely to give the best feedback in your marketing efforts.

Marketing 49

Marketing Education Upselling Customer advocacy 49

JustCall

APRIL 5, 2023

Before we look at the top 7 customer success management tools, ensure that the CSM tool you select can: Identify and create accurate customer profiles Capture customer data, history, and feedback in real-time. This includes collating information from surveys, marketing initiatives, and/or team interactions, etc.

Management 52

Management CRM Analytics Customer retention 52

CSM Magazine

MARCH 27, 2020

In fact, 52% of people around the globe believe that companies need to take action on feedback provided by their customers according to Microsoft. Writing knowledge base documentation. Providing product feedback. They want to improve the overall customer experience, from product creation to the upsell. Training sessions.

Customer Support 52

Customer Support Self service Feedback Upselling 52

CX Journey

DECEMBER 7, 2016

Product didn’t trust the current upsell/cross-sell machinations for the new stuff. We jotted down every known detail on a whiteboard, and then invited folks to review and provide feedback and questions. They’d answer any questions and take action on feedback. Sales wasn’t keen on our communication strategy.

Upselling 64

Upselling Customer centricity Feedback Customer Experience 64

SmartKarrot

OCTOBER 5, 2023

Account mining, or the practice of deepening relationships with existing customers to upsell or cross-sell, is the gold standard for sustained business growth. A detailed client profile can help spot upsell or cross-sell opportunities. Spotting these gaps can lead to upsell opportunities. Dive deeper into the dynamic duo here.

Accountability 10

Accountability Upselling Journey mapping Feedback 10

CustomerSuccessBox

MAY 25, 2022

You’ll see higher retention and upsell with a good and well-planned onboarding strategy in place. Send them an email, call them on the phone, or ask for their feedback on social media. Create a playbook and document the steps, timeline, etc. Resource : Everything about Customer Onboarding Specialist. Key takeaways.

SaaS 52

SaaS Sales Upselling B2B 52

SmartKarrot

SEPTEMBER 2, 2022

Act as an internal advocate for customers by providing client feedback. As a Customer Success Manager, you will oversee your book of business from onboarding to renewals and upsells. Provide customer feedback to Product Management and propose opportunities to improve product features/capabilities.

Upselling 19

Upselling Customer advocacy Coaching Feedback 19

SmartKarrot

JANUARY 12, 2022

Provide actionable feedback to people on the team to help them grow and manage customers more effectively. Create and document processes for the team. Building a Trusted Advisor relationship at senior levels in your team’s accounts, helping to ensure retention and uncover opportunities for cross-sell/upsell. Apply here: [link].

Upselling 19

Upselling Accountability Coaching Feedback 19

SmartKarrot

DECEMBER 6, 2022

Represent the voice of the customer by collecting and sharing data, metrics, insights, feedback, and stories. Drive key documentation efforts across the team by managing customer data including goals, product usage, user experience, and customer feedback. Support contract renewals upsell and cross-sell the products and services.

Coaching 19

Coaching Education Government Upselling 19

SmartKarrot

JANUARY 12, 2023

Document user feedback for product solutions, working directly with the development team. Manage account renewals for your customer base, collaborating with group managers on quarterly business reviews, retention strategy and upsell initiatives. Act as a product loop, and deliver feedback from clients to the Development team.

Technical Support 19

Technical Support Engineering Best practices Upselling 19

SmartKarrot

NOVEMBER 8, 2023

Implementing comprehensive training, providing documentation, and offering dedicated support can make all the difference. Upselling Masterclass – More Than Selling, It’s Evolving Upselling is more than just pushing additional products or services onto your customers.

Upselling 10

Upselling Customer centricity SaaS Customer retention 10

SmartKarrot

SEPTEMBER 26, 2022

Serve as customer advocate internally and influence Canonical products, websites, documentation, processes and people to improve customer satisfaction and retention. Grow revenue by driving and supporting on closing cross-sell and upsell opportunities for Modulr services.

Upselling 19

Upselling Metrics SaaS Accountability 19

SmartKarrot

DECEMBER 2, 2021

Apply here: [link] Role: Director of Customer Success Location: Remote, New York, NY, US Organization: OMEGA POINT (OMPNT) As a Director of Customer Success, you will focus on customer success as it relates to revenue growth (renewals & upsell). Identifying upsell opportunities for net-new license and services engagements.

Upselling 19

Upselling Enterprise Customer centricity SaaS 19

SmartKarrot

SEPTEMBER 19, 2022

Build and execute an account-specific relationship framework inclusive of regularly scheduled status calls, quarterly business reviews, account documentation, reference management, and account planning sessions. Manage a portfolio of accounts with a focus on renewals and upsells conversations.

Upselling 19

Upselling Technical Support Accountability Coaching 19

CSM Practice

MAY 22, 2022

The best time to upsell or cross-sell your product to a customer is when one has gone through all of the stages of adoption, has acknowledged the value of your product, and has decided to become a brand advocate. It is critical that you not only acquire new customers but also retain them, otherwise you can’t succeed. .

Brand ambassadors 59

Brand ambassadors SaaS B2B Customer retention 59