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

JivoChat

APRIL 16, 2023

Afterward, you move into slightly more complex territory - optimizing your website for search engine optimization (SEO), launching email campaigns, and using mobile applications to provide customers with a seamless shopping experience. Their search engines are optimized to increase visibility in search engine results pages (SERPs).

Analytics 82

Analytics Engineering Advertising Sales 82

JustCall

APRIL 4, 2023

Search Engine Optimization (SEO) Optimizing your website and content for search engines increases your visibility and drives traffic to your site. Upselling and Cross-selling Both these techniques are extremely effective in increasing sales revenue. <H2> Inbound Call Center Training – FAQs Q.

Call Center 52

Call Center Sales Inbound sales Upselling 52

Balto

OCTOBER 2, 2022

We asked respondents which of the following activities their agents engage in on the phones: Upselling to customers (encouraging them to purchase a higher-end product) Cross-selling to customers (encouraging them to purchase related items) Asking for online reviews Gathering customer information for marketing purposes (ex. Answer Choices.

Contact Center 52

Contact Center Upselling Sales Surveys 52

CSM Magazine

MAY 10, 2022

XM Discover will analyze all of the structured and unstructured feedback coming into SAP Service Cloud, including agent notes, support conversations, chat, social media posts and review sites. Understand how customers feel about every experience, across any channel. Availability. Additional Information.

Contact Center 52

Contact Center Upselling Engineering Feedback 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. Getting a budget is never an easy task.

Metrics 83

Metrics Upselling Engineering Customer Experience 83

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

JustCall

MAY 8, 2022

However, an automated sentiment analysis engine helps you gain a deeper understanding of your customer’s wants and needs. Sentiment analytics is an integral part of conversation intelligence tools that provides actionable insights from multiple customer feedback channels. Upsell and drive more value from each customer.

Analytics 52

Analytics Feedback CRM Upselling 52

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. Accepting all feedback requests would certainly require significant precious time. So, what does it mean?

B2B 62

B2B Feedback B2C Enterprise 62

inSided

OCTOBER 1, 2022

The Product and Engineering teams each have their own tools. Early adopter feedback groups: For major releases, CS teams nominate customers to join and directly develop with them in a private group. Use case library and customer case studies: help customers understand what’s possible and what they can do to drive adoption and upsell.

Upselling 52

Upselling Accountability Sales outsourcing 52

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

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). But sometimes they may need the help of the engineering or product or development team. Proactively provide feedback to the product team. Create upsell opportunities. Reduce churn. Is that all?

Management 67

Management Upselling SaaS Sales 67

GetFeedback

JUNE 13, 2019

In addition to providing a flexible customer feedback solution, GetFeedback now offers Flow Templates. If an upsell opportunity is identified, a Salesforce Opportunity is automatically generated with relevant details collected through the GetFeedback survey. . That’s where GetFeedback comes in. Field Sales Partner Interview.

Surveys 68

Surveys Consulting Consulting Upselling 68

CSM Practice

FEBRUARY 8, 2023

If you need to lower your CAC, it’s worth experimenting with a range of innovative marketing strategies, such as search engine optimization (SEO), to find the most cost-effective solution for your business. Customer Engagement Score Customer engagement scores offer insights into how subscribers are using your software.

SaaS 52

SaaS Metrics Advertising Upselling 52

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

SmartKarrot

JUNE 7, 2023

Obtaining feedback and reporting it to help make decisions about product development. Work together with the sales team to promote renewals and upsell opportunities, highlighting the benefits and return on investment that our products provide. Assisting clients in finding answers to their specific scheduling problems.

Upselling 19

Upselling Engineering Education Accountability 19

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.

Upselling 19

Upselling Education Engineering Advertising 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

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

MARCH 20, 2023

creating and carrying out chances for upselling and expansion. Handling the goals for expenses and income (renewal, upsell, and expansion). coordinating closely with Solution Consulting, Support, and Engineering on client demands. Promoting the use of AppZen by tracking usage and taking the right action.

Upselling 19

Upselling Enterprise Technical Support Finance 19

SmartKarrot

MAY 31, 2023

To provide customer feedback, handle escalations, offer exceptional customer experiences, and have a direct impact on the product roadmap, work closely with the sales, product, and engineering teams. Create best practises to help clients use Fieldguide’s capability to the fullest extent possible.

Engineering 19

Engineering Upselling Consulting Consulting 19

The Petrova Experience

FEBRUARY 17, 2021

I do realize that at the enterprise level, web speed goals may be with business partners or IT engineers, but think about the insight here. Others miss out on this upsell opportunity. Gather Customer Feedback – The Right Way. At checkout, a customer feedback survey is the best addition. Some brands do this.

Healthcare 59

Healthcare Feedback Upselling Engineering 59

Mindtouch

JANUARY 5, 2017

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. The knowledge and support a customer needs to master using your product or service, leading to renewals, upsells, and ultimately brand-loyal promoters.

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.”. You have to look at it on a count basis, not a dollar basis. By the way, that’s called being a business leader. That’s how you do it.

Best practices 52

Best practices Chief Customer Officer Sales Upselling 52

SmartKarrot

JUNE 13, 2023

Determine chances for upselling and create an upselling funnel using the current client base, and build relationships with the important parties whose client accounts you handle, assist in maintaining and improving those relationships and systems. Apply here: [link] Role: Sr.

Upselling 19

Upselling Marketing Accountability Engineering 19

Amity

OCTOBER 31, 2016

Uberflip has always had a strong marketing team because, after all, we’re a content marketing platform, the sales team has grown a ton over the last couple of years, and we have an amazing, fast-growing engineering team that’s built an amazing product. How did you personally get started in Customer Success?

Coaching 0

Coaching Engineering Upselling Marketing 0

SmartKarrot

AUGUST 18, 2021

Experience working to promote the value of the product and upsell services and products with brand image and promoting value through customer experience. Establish processes and procedures for cross-team collaboration, e.g., between customer success and sales, engineering, and product. Apply here: [link].

Brand ambassadors 19

Brand ambassadors Upselling Engineering Metrics 19

ChurnZero

FEBRUARY 26, 2021

Give Product thematic feedback, not anecdotes. Most Customer Success and Product interactions center around customer feedback. What’s worked for us is to avoid anecdotal feedback, piecemeal conversations, and wanting to share customer feedback as soon as it’s received.”. All that stuff is really complex.”.

Management 59

Management Feedback Sales SaaS 59

Kayako

OCTOBER 16, 2017

Their work relies heavily on input from other teams to do their job, whether in the form of engineering fixing a major bug, or finance explaining the customer’s latest bill. Product feedback. 50k MRR) with the revenue coming in from customer upsell and expansion (ex. Collect product feedback to help improve the product.

Customer Support 74

Customer Support Feedback Surveys Finance 74

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. Advocate for customers internally by providing continuous feedback to Workiva’s Sales, Services, Marketing, Product, & Engineering teams. Apply here: [link].

Brand ambassadors 19

Brand ambassadors Engineering Upselling Metrics 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

OCTOBER 3, 2022

Interact with other areas of their business to ensure customer success, such as Product and Engineering. Work with your assigned Strategic Account Manager (SAM) to meet retention and upsell goals. You will have mapped out all Customer retention activities and customer upselling to prevent churn and expand preezie commercial footprint.

Upselling 19

Upselling Coaching Best practices Consulting 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. You need specialists.

Upselling 98

Upselling SaaS Sales Accountability 98

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. Collate customer feedback and work with team members to prioritize topic feedback and deploy communications strategies to execute on needs.

Engineering 19

Engineering Coaching Upselling Feedback 19

JivoChat

JUNE 15, 2021

With Shopify’s upsell and cross-selling apps , you don’t need a live customer service rep to boost your sales. The top apps in this category can help you display relevant products for returning customers and help you upsell to new customers. Used for: Post-purchase upsells. Used for: Upselling by offering free shipping.

Upselling 52

Upselling Analytics Sales Marketing 52

Comm100

FEBRUARY 10, 2022

You can also offer relevant recommendations to increase your chances of upselling your customers like PuraVida does here with their “You may also like” section. Ask for and implement customer feedback. Customer feedback is this first-hand information crucial to your personalization initiatives.

Personalization 52

Personalization Customer Service Chatbots Self service 52

SmartKarrot

APRIL 1, 2022

Role: Customer Success Director, WordPress VIP Location: Remote, United States Organization: Automattic As a Customer Success Director, you will be responsible for developing and supporting best-in-class account teams (Technical Account Managers, Engineers, and Support Engineers) by acting as a mentor, coach, and team player.

Upselling 19

Upselling Engineering Accountability SaaS 19