Ann Michaels and Associates

JULY 14, 2023

Performance measurement: Mystery shopping provides objective data on key performance indicators (KPIs) such as sales techniques, upselling, cross-selling, adherence to protocols, and compliance with regulations. This feedback helps companies identify gaps in customer service and make improvements.

Benchmark 52

Benchmark Upselling Wait times Feedback 52

JustCall

NOVEMBER 24, 2022

Nowadays, sales departments face many challenges. Sales agents should tailor sales pitches in an uncertain world. It uses machine learning and AI to cut through the clutter and make the sales process faster. This will show the health of the sales system and the current possibilities. Data analysis.

B2B 52

B2B Upselling Sales B2C 52

ChurnZero

JANUARY 6, 2022

Though Customer Success was originally regarded as a post-sale cost center, you can flip its narrative with the right metrics, positioning, and forecasting strategy. When people think of top-line growth, they often think of Sales. Revenue Forecasting (Renewals, Expansion, Upsells, etc.). Choose Metrics that Emphasize Your Value.

Metrics 98

Metrics Journey mapping SaaS Sales 98

CustomerSuccessBox

JUNE 18, 2021

What is the best way of handoff between Customer Success and Sales. As a customer Success manager when do you engage with the sales manager for the best result. It’s all about exercising all parts of the body, every week without skips. Retention, Renewal, and Upsell Strategies. Should CSMs close support tickets?

SaaS 52

SaaS B2B Customer retention Upselling 52

CustomerSuccessBox

OCTOBER 5, 2021

The following are the key considerations that you must look at (for improving retention, increase renewals & upsells, etc. NRR takes into account the total revenue earned minus any revenue churn (caused due to departing customers or customers who have downgraded) plus any revenue gained through upsells or cross-sells.

Upselling 59

Upselling SaaS Metrics Accountability 59

Quality Contact Solutions

DECEMBER 31, 1969

When it comes to sales, I feel like I’ve kind of seen it all. Across the various roles I’ve held and size of company I’ve been employed with, there have been some universal, err, we’ll call them universal consistencies when it came to sales people and their (our) grumblings. It shouldn’t be written off so quickly, as it often times is.

Telemarketing 64

Telemarketing outsourcing Sales Morale 64

Global Response

JANUARY 31, 2024

The Telemarketing Sales Rule (TSR): Call centers must provide accurate information to their customers regarding the goods and services they provide. What’s more, it allows them to strategically upsell and cross-sell while fully remaining in line with U.S. Incorporate real-life scenarios and role-playing exercises into training.

Call Center 62

Call Center Telemarketing Government Healthcare 62

JustCall

MARCH 6, 2023

The customer care experience of a call center boosts not only loyalty and engagement but also promotes sales. To make this a collaborative exercise, there could be a monthly voting system for all employees to nominate the one person to be awarded. Periodic one-on-one discussions with sales agents go a long way in motivation.

Call Center 52

Call Center Gamification Metrics Upselling 52

Method:CRM

AUGUST 15, 2022

Customer relationship management (CRM) focuses on gathering customer data and increasing sales. CRM software provides sales activity tracking, campaign management, audience segmentation, and other tools to improve your marketing efforts. These insights are also great inspirations for your upsell and promotion strategies.

Customer Experience 52

Customer Experience CRM Journey mapping Feedback 52

Totango

SEPTEMBER 24, 2020

Customers seek out your product as a solution to a problem and a path to growth, and your ability to deliver on that promise, right from the outset, is key to ensuring they stay satisfied and continue growing their relationship with you through repeated renewals and upsells.

Enterprise 78

Enterprise Upselling Accountability Metrics 78

Nicereply

NOVEMBER 13, 2023

Good customer service can generate positive word-of-mouth and repeat business, while bad customer service can result in lost sales. Happy customers are more likely to return and recommend your business to others, leading to increased sales and growth.

Customer Service 59

Customer Service Technical Support Upselling Personalization 59

Amity

SEPTEMBER 19, 2016

Sales is killing it and closing deals. I generally like to pull in someone from Sales, Support, and if possible Product. There are three exercises that we conduct with all CSM candidates to get a true understanding of how they think. Typical answer would be log in data, usage data, MRR/ARR, previous upsell data.

Management 0

Management Construction Upselling SaaS 0

CSM Magazine

JANUARY 4, 2023

Most shoppers resent the presence of pushy salespeople, hovering around them, constantly trying to upsell them on seemingly superfluous items. With QR Codes placed strategically around the shopping environment, customers can scan them to learn more about individual products without feeling intimidated or disturbed by sales personnel.

Customer Experience 52

Customer Experience Analytics Upselling Banking 52

Education Services Group

JULY 5, 2022

Marketing, Product, Sales, and Customer Success, all sat at the same table with the customer experience at the forefront. The concern I’ve often heard is whether or not someone can be a trusted advisor and expected to upsell the customer at the same time. This isn’t just a job for CS. After all, aren’t mistakes the best way to learn?

SaaS 52

SaaS Customer centricity Best practices Upselling 52

CX Journey

DECEMBER 7, 2016

Note: The most difficult part of this exercise were the names themselves. Sales wasn’t keen on our communication strategy. Product didn’t trust the current upsell/cross-sell machinations for the new stuff. Like most companies, we were boring, using the periodic table to find the right precious metals to name our packages.)

Upselling 64

Upselling Customer centricity Feedback Customer Experience 64

ChurnZero

JULY 9, 2020

Sure, you won customers over to get the initial purchase, but what about your post-sale courting? We gift customers whenever they leave an online review, act as a reference for a potential customer, or refer a customer who connects with our Sales team as well as when the referred prospect becomes a customer.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

CustomerSuccessBox

JANUARY 24, 2019

All the functions post sales have gained importance in the subscription economy as now the power is in the hands of the customers. On the other hand, customer success department is responsible for reducing churn (which in turn increases the LTV of the customers) and also upsells and cross-sells (which brings in additional revenue).

Customer Support 67

Customer Support Upselling SaaS Transportation 67

ChurnZero

FEBRUARY 26, 2021

Is your Customer Success team: Butting heads with Sales during onboarding. 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 Customer Success vs. Sales.

Management 59

Management Feedback Sales SaaS 59

SmartKarrot

FEBRUARY 21, 2022

Seamlessly partner with internal teams (Sales, Subject Matter Experts, and Support to deliver exceptional customer experiences. Collaborate with sales and support in developing and delivering engagement plans that fulfill the customer’s objectives. Assist sales in identifying growth opportunities or renewal risks.

Customer advocacy 19

Customer advocacy Government Upselling Coaching 19

aircall

DECEMBER 9, 2016

Without the concerns of a tangible business, many ebusiness owners are tempted to cut costs and zero in on their sales margins as the sole indicators of success. Simply that there are other ways to achieve success than to put the emphasis on sales and customer acquisition, namely putting the customer first.

Customer centricity 81

Customer centricity Customer retention Upselling Customer effort 81

ChurnZero

MARCH 12, 2021

Ideally, the sales rep who closes the deal introduces you (the CSM) to their buyer. You start having a conversation at or slightly before the point of sale. Q: Should the sales team, onboarding team, or Customer Success Manager negotiate and upsell? This comes from me being a sales rep in the past.

Upselling 59

Upselling Personalization Sales Strategic Value 59

SmartKarrot

APRIL 20, 2023

Call Intelligence “According to a study by BIA/Kelsey, phone calls are 10-15 times more likely to convert to a sale than web leads.” This exercise is also very helpful in identifying the trends in customer behaviours and interests. These tools help businesses identify at-risk customers and upsell or cross-sell opportunities.

Chatbots 19

Chatbots Analytics Upselling CRM 19

EPIC Connections

SEPTEMBER 10, 2018

The First Step: Avoiding RFP and Sales Pitfalls. If possible, these exercises should be performed BEFORE engaging with vendors, because alignment around the core framework positions clients to shortcut the buying and solution-design process, keeping them focused on needs.

Cloud contact 33

Cloud contact Contact Center Call flow Best practices 33

Help Scout

DECEMBER 5, 2018

This is an especially perplexing question for customer support teams, where measuring the impact of our actions on business metrics has always been a difficult exercise. Rather than offering every customer the same webinar or upsell opportunity, you can see exactly what your customer needs and offer that instead. Provide valuable data.

Customer Support 40

Customer Support Self service Upselling CRM 40

aircall

NOVEMBER 29, 2016

This can mean a tremendous loss of opportunities to upsell a client or to help product adoption. To get an idea of your sales team’s prowess, track conversion score and average call time. This will make their monitoring feel less invasive, and more like a group exercise. Involve your staff in this process.

Customer Service 88

Customer Service Customer retention Metrics First call resolution 88

SmartKarrot

FEBRUARY 2, 2022

Irit Eizips adds “In the first decade of the customer success movement, we were just trying to figure out what’s the strategy – the pareto exercise where you know you take the 20% of the customers that serve you 80% of your total revenues for the year.” Takeaway 7: Advice for Customer Success Practitioners.

Upselling 19

Upselling Best practices Sales Accountability 19

SmartKarrot

FEBRUARY 2, 2021

A Customer Success VP is responsible for supporting their teams for generating more business through recurring revenues, upsells and brand advocates. They provide the necessary training to their team of CSMs and CSLs and if needed also organize sales and customer relationship-oriented training from industry veterans.

Chief Customer Officer 8

Chief Customer Officer Upselling Marketing Enterprise 8

SmartKarrot

DECEMBER 22, 2020

During the point of sale, it is possible that sales representatives promise a certain value. This sets the stage for upsells or increased selling. This exercise needs to be ongoing to support upselling, cross-selling, and expansion activities. The value realisation cycle has five steps. Value definition.

Metrics 10

Metrics Upselling SaaS Customer retention 10

SmartKarrot

FEBRUARY 21, 2023

Account management is the practice of providing customers with service, support and improvement opportunities to increase their consumption of a product or service and maximize retention, cross-sell and upsell opportunities within the customer base.

Accountability 10

Accountability Management SaaS Finance 10

ChurnZero

JANUARY 26, 2021

From technical support to renewals and upselling, this role might be one of the most confusing and misunderstood jobs in all of tech. . The exercise of joint success planning itself is a collaborative one (hence the word “joint” in its name). The range of responsibilities of Customer Success Managers (CSM) in the industry is dizzying.

Management 98

Management Chief Customer Officer Upselling SaaS 98

SmartKarrot

MAY 19, 2020

Those times are gone when the companies used to make one-time sales to their customers after which the customer relationship would terminate, well, sometimes after a brief period of the post-sales support. The whole steps taken for this exercise are shown in the below exhibit. Source: Businesswire.

Management 10

Management SaaS Upselling Metrics 10

SmartKarrot

NOVEMBER 2, 2022

It is an activity that starts with the first contact with prospective customers and continues even after the sales have been made successfully. The post-sales activities focus on nurturing client relationships. The practice aims at maximizing retention, cross-selling, and upselling within the customer base.

Accountability 10

Accountability Management Best practices Customer advocacy 10

SmartKarrot

MAY 6, 2020

Target buyer personification is another important exercise for filtering out the short-term customers from the long-term ones. The perception created during the brand awareness stage should not be hindered during the interaction with your sales and marketing team.

SaaS 10

SaaS Customer retention Finance Sales 10

ChurnZero

DECEMBER 2, 2022

All CS leaders eventually undertake this exercise to scale engagement and improve the customer experience. Q: Were the sales projections based on a white space analysis? Alli: Sales projections were based on both white space and sales forecast. Our CSMs are also responsible for upsells.

Chief Customer Officer 98

Chief Customer Officer Enterprise Upselling Sales 98

SmartKarrot

MAY 26, 2020

What is your experience in interacting with marketing, sales and product management teams? They must exercise their influence in the organization to give customer feedback to be implement changes in the product. You must pay keen attention to the kind of strategies they mention about resolving the issue. Conclusion.

Management 10

Management SaaS Upselling Feedback 10

Totango

FEBRUARY 5, 2019

Maximizing post-sale customer management. With constant customer engagement and data monitoring, though, you can use change as an agent for personalizing your messaging and upselling your service. Even then, you should constantly monitor adoption rates to identify potential risk and upsell opportunities. Servicing the customer.

SaaS 76

SaaS Upselling Customer retention Benchmark 76

ChurnZero

JUNE 3, 2022

In the episode, You Mon covers the gamut of Customer Success insights—from defining its (oft-misunderstood) purpose, seeing what a day in the life of a CSM looks like, knowing when to add CS to an organization, handling tension with sales, and more. To understand why, here’s a little thought exercise. That’s just an example.

SaaS 52

SaaS B2B Upselling Metrics 52