Balto

OCTOBER 2, 2022

We talked to over 360 executives about what value-add activities their agents engage in, and we learned: The most common value-add activities were getting customer information for marketing purposes, letting customers know about incentives and sales, and cross-selling to customers. quotes, feedback, etc.) Quotes, feedback, etc.).

Contact Center 52

Contact Center Upselling Sales Surveys 52

JustCall

APRIL 4, 2023

Content Marketing This strategy is all about creating and sharing valuable content that attracts potential customers to your website. Search Engine Optimization (SEO) Optimizing your website and content for search engines increases your visibility and drives traffic to your site.

Call Center 52

Call Center Sales Inbound sales Upselling 52

Lumoa

MARCH 3, 2023

Why Financial Services Companies Should Focus on CX Now That a Recession is Approaching According to Ekaterina Mamonova, when a brand makes a promise, and its CX delivers on it well, it produces a positive feedback loop that supports brand integrity and brand values. Lumoa organized a panel of experts to help answer such questions- and more.

Metrics 83

Metrics Upselling Engineering Customer Experience 83

ChurnZero

NOVEMBER 4, 2022

A SaaS business’s greatest source of intel is direct customer feedback. They are best positioned to find, synthesize, and contextualize feedback. We know that instinctively, and by doing the renewal, the upsell, the cross-sell, we’re actually adding a lot more value to the customer. Is engineering building a reliable product?

SaaS 98

SaaS Customer centricity Finance Best practices 98

CSM Practice

FEBRUARY 8, 2023

With the value of the software-as-a-service (SaaS) market estimated to hit $225 billion in the US by 2025 , the industry offers lucrative opportunities for tech entrepreneurs. Recent stats suggest over 90% of SaaS startups fold within three years due to the intensely competitive nature of the market.

SaaS 52

SaaS Metrics Advertising Upselling 52

CustomerSuccessBox

JANUARY 8, 2020

Customer success department’s responsibilities are slowly increasing to encompass several things like increasing LTV of customer base, reducing churn, providing references, case studies, customer stories to sales and marketing, providing feedback to product team, creating upsell opportunities, facilitating renewals, etc!

Upselling 52

Upselling SaaS B2B Metrics 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). A CSM will not always be there to market the product or make the customer understand the advantages of the product. But sometimes they may need the help of the engineering or product or development team.

Management 67

Management Upselling SaaS Sales 67

SmartKarrot

JUNE 13, 2023

Apply here: [link] Role: Digital Marketing Customer Success Manager Location: Mississauga, ON, Canada (Remote) Organization: Measure Marketing Results Inc. As a Digital Marketing Customer Success Manager, you’ll be in control of client campaigns and projects. Contribute to level 1 requests for the Care team.

Upselling 19

Upselling Marketing Accountability Education 19

SmartKarrot

JUNE 7, 2023

Obtaining feedback and reporting it to help make decisions about product development. Craft and implement the landowner customer success approach at NCX to assist landowners in discovering, understanding, and engaging in natural capital market opportunities through the Landowner Platform and marketplace.

Upselling 19

Upselling Education Engineering Accountability 19

ChurnZero

FEBRUARY 26, 2021

Getting bombarded by Marketing for unrestricted customer access. But along with meeting the demands of their external-facing role, Customer Success also faces a barrage of internal requests – whether it’s case studies for Marketing, referrals for Sales, or research for Product. “In Give Product thematic feedback, not anecdotes.

Management 59

Management Feedback Sales SaaS 59

SmartKarrot

AUGUST 18, 2022

Understand customer business context and pain, and facilitate the strategic mapping of OfferFit value to identify potential upsell opportunities. Work closely with the OfferFit sales team to close upcoming renewals & upsell opportunities. Identify and close upsell opportunities with existing customers. Apply here: [link].

Upselling 19

Upselling Education Engineering Advertising 19

SmartKarrot

JUNE 9, 2022

Ensure their teams deliver efficiently in alignment with key partners in Sales, Product, and Engineering. Develop relationships with customers at all levels, including engineers/users, as well as executives. Deliver feedback to Product and Engineering based on customer needs and requests.

Upselling 19

Upselling Engineering Technical Support Metrics 19

Mindtouch

JANUARY 5, 2017

I’m talking about marketing assets, sales enablement, training and onboarding material, support and technical documentation, etc. Product and Engineering, Marketing, Sales, Support, and Customer Success all need to know what the customer wants to understand, how they are obtaining that information, and why.

Upselling 59

Upselling Engineering Sales Analytics 59

ChurnZero

OCTOBER 28, 2022

Sales, marketing, product, engineering. Mary Poppen: Then to close loop it, take their feedback and say back to them: “Here’s what we’re doing based on your feedback.”. I can do them one-to-many if I need to or in other ways that help me achieve that higher productivity number. Every other team has to do that.

Best practices 52

Best practices Chief Customer Officer Sales Upselling 52

SmartKarrot

FEBRUARY 25, 2022

Role: Director of Customer Success Location: Mahwah, NJ, US Organization: Radware As a Director of Customer Success, you will lead, coach, mentor Professional services engineers and TAMs. Maintain a high level of knowledge and understanding of the product, industry, business, and market.

Engineering 19

Engineering Coaching Upselling Feedback 19

GetFeedback

MAY 9, 2019

F or CXM to be successful, you need two components: real-time feedback (across the entire customer journey) and data analytics to close the gap between what customers expect and their perception of the experience that is currently being delivered. From this feedback, you can identify trends and opportunities to improve customer experience.

Customer Experience 134

Customer Experience Metrics Journey mapping Feedback 134

SmartKarrot

OCTOBER 3, 2022

Interact with other areas of their business to ensure customer success, such as Product and Engineering. Assist with client marketing correspondence (newsletters, campaigns, sales print materials, welcome packets, surveys, etc.). Work closely with customers to deliver on business goals and digital marketing success.

Upselling 19

Upselling Coaching Best practices Consulting 19

SmartKarrot

MARCH 23, 2022

Collaborate with Product Management and Engineering to act as the “voice of the customer.” Developing and executing upsell and expansion opportunities. Managing customer happiness and creating brand ambassadors for the Marketing and Sales teams, helping us collaborate with the customer and maximize their potential.

Brand ambassadors 19

Brand ambassadors Engineering Upselling Metrics 19

SmartKarrot

JANUARY 20, 2023

Participate in centralizing the feedback from the users, and help define the improvements needed with the product team. Govern and develop processes for risk management, OKRs, and customer feedback. Collaborate with marketing on customer stories, case studies and marketing opportunities.

Government 19

Government Upselling Accountability Customer centricity 19

SmartKarrot

JUNE 3, 2022

Serve as a customer advocate internally while effectively collaborating with internal teams including product management, sales, design, QA, and engineering. Build and maintain strong working relationships with colleagues in sales, client operations, product management and marketing to cultivate cooperation in customer priorities.

Engineering 19

Engineering Best practices Upselling Sales 19

SmartKarrot

JULY 7, 2022

Role: VP of Customer Success Location: New York, NY, US Organization: Instabase As a VP of Customer Success, you will set the vision and strategic plan for the Technical Account Management and Customer Engineering functions, focusing on increasing product adoption, leading an exceptional customer experience, and driving growth.

Engineering 19

Engineering Upselling Accountability Metrics 19

SmartKarrot

NOVEMBER 14, 2022

Manage TAP in close collaboration with Product Development and Marketing, and report back to Senior Management and internal stakeholders. Work cross-functionally with engineering to deliver unified business goals. Overlap with the India engineering team to sync on account status, roadblocks and growth opportunities.

Technical Support 19

Technical Support Customer advocacy Engineering Upselling 19

SmartKarrot

AUGUST 30, 2022

Advocate for corporate clients’ needs with the product, engineering, marketing and sales teams to ensure all departments work together to support a great client experience. When needed, partner with sales team to drive upsell opportunities. Provide additional training to help customers implement new use cases.

Upselling 19

Upselling Coaching Accountability Engineering 19

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

MAY 4, 2022

Marketing, Sales, Product, Engineering). Collaboratively work effectively with and across other departments, especially the sales team, partner team and marketing team in the region. Funnelling customer feedback to the resolution team so that we can put processes and tools in place to improve the overall service delivery.

Engineering 19

Engineering Education Upselling Accountability 19

SmartKarrot

NOVEMBER 2, 2022

Establish high quality, relevant, service experience across a wide range of customers, including Enterprise, Mid-Market, Agency, and Channel Partners. Be the voice of the customer, driving proactive cross-functional alignment and collaboration internally with key stakeholders in Sales, Product, Engineering, and Finance.

Finance 19

Finance Accountability Upselling Consulting 19

SmartKarrot

JULY 27, 2022

Identify upsell initiatives with additional product offerings that can be handed over to the sales team. Work closely with Sales, Product, Technology, Finance, Solution Engineering, Support and other internal groups to set the customers and the CSMs up for success.

Engineering 19

Engineering Finance Best practices Upselling 19

SmartKarrot

AUGUST 22, 2022

As a VP of Customer Success, you will set the vision and strategic plan for the Technical Account Management and Customer Engineering functions, focusing on increasing product adoption, leading an exceptional customer experience, and driving growth. Identify opportunities and lead upsell/cross-sell deals from start to finish.

Engineering 19

Engineering Upselling Metrics Sales 19

SmartKarrot

NOVEMBER 15, 2021

Aggregate customer feedback and identify trends. Collaborating with a variety of different departments to better serve the clients’ needs, such as the accounting and marketing departments. Advocate on behalf of the customer and collect feedback to drive continuous improvement across all areas including product.

Real estate 19

Real estate Inbound sales Upselling Customer advocacy 19

SmartKarrot

DECEMBER 2, 2021

Drive alignment with Sales, Product, and Marketing with a focus on healthy collaboration and emphasis on long-term customer health and retention. Collaborate with the Product team to ensure client feedback is aligned with product development priorities. Identifying upsell opportunities for net-new license and services engagements.

Upselling 19

Upselling Enterprise Customer centricity SaaS 19

SmartKarrot

NOVEMBER 4, 2022

Role: Director of Customer Success Location: Remote, United States Organization : Fleetio As a Director of Customer Success, you will lead the Customer Success Management Team across three segments (Enterprise, Mid-Market and SMB) to achieve long-term retention via aggressive usage, adoption, and value realization targets.

Upselling 19

Upselling Accountability Metrics Engineering 19

SmartKarrot

APRIL 28, 2023

Work together with cross-functional teams from the sales, product, and engineering departments to guarantee our clients’ success. Identifying upsell and cross-sell opportunities and communicating consumer feedback for product enhancement in collaboration with the sales and product teams.

Upselling 19

Upselling Coaching Engineering Customer retention 19

SmartKarrot

DECEMBER 15, 2021

Share customer feedback and insights to Product Management, Engineering, Support, and Partnerships on the innovation and improvement needed to optimize the Parafin customer experience. Engage with Product and Engineering teams to help drive product strategy. Own renewals, upsells, and support expansion opportunities.

Engineering 19

Engineering Upselling Accountability Feedback 19

Amity

DECEMBER 14, 2016

Others manage subscriptions, software usage, renewals, upsells and other parts of the sales process. The roles we serve include designers (many definitions for this as well), product managers, engineers, business analysts, marketers and even C-level executives. We take product feedback very seriously at InVision.

Management 84

Management Finance Enterprise Accountability 84

SmartKarrot

FEBRUARY 8, 2022

Serve as a customer advocate internally while effectively collaborating with internal teams including product management, sales, design, QA, and engineering. Partner with cross-functional teams to ensure customer feedback is incorporated into the product roadmap. Forecast upcoming renewals and upsell opportunities.

Upselling 19

Upselling B2B Customer centricity SaaS 19

ChurnZero

OCTOBER 16, 2020

Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. There’s also the cross-functional work CSMs excel at such as engaging with Product for feedback and roadmap planning, Support for ticket escalation, and Marketing for customer stories.

Upselling 98

Upselling SaaS Sales Accountability 98

SmartKarrot

OCTOBER 21, 2022

Interact with Sales, Product, Engineering, Support, Services, Finance and Executive teams to drive positive change on behalf of the customers. Aggregate customer feedback into themes and focus areas. Work closely with Marketing to drive customer marketing campaigns to increase education/adoption across the Arena customer portfolio.

Finance 19

Finance Upselling Coaching Education 19