Totango

MARCH 4, 2022

On the other hand, customers with a high NPS score may receive an automated upsell invitation as part of their renewal offer. Build a custom-centric focus into your mission statement, standard operating procedures and staff training. Create a Process to Obtain Quality Customer Feedback. Use Customer Data Effectively.

B2B 92

B2B Customer Service Interactive Voice Response B2C 92

ChurnZero

OCTOBER 20, 2020

The types of services can be one time (for e.g. implementation, training, workshop) or can be ongoing (for e.g. ongoing training program, technical support services). I wanted to share some tips on successfully transitioning from a services-based organization to a core Customer Success offering, with services as an upsell opportunity.

Journey mapping 52

Journey mapping Calibration Upselling Technical Support 52

SmartKarrot

APRIL 25, 2023

Internet, Cable & Phone As a Vice President of Customer Success, you’ll by using customer journey mapping and creating standardised interventions for each stage of the trip, define and optimise the customer lifetime. Searching for upsell possibilities to boost the value of the customer account, for which we pay commission.

Journey mapping 19

Journey mapping Upselling Accountability Feedback 19

Tethr

JULY 29, 2020

Inside every channel, instances of customer effort, frustration, confusion and feedback are prevalent. Your customers have already provided all of the insights you need and have given you feedback along their journey—you just have to learn to extract it. Harness technology to listen across all channels.

Brand ambassadors 66

Brand ambassadors Upselling Advertising Sales 66

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. The buyers profile assessment and mapping is a must. Dive deeper into the dynamic duo here.

Accountability 10

Accountability Upselling Journey mapping Feedback 10

SmartKarrot

OCTOBER 11, 2022

Role: Director of Customer Success Location: Atlanta, GA, US Organization: hireneXus As a Director of Customer Success, you will optimize each portfolio company customer journey and experience, providing each with a professional and comprehensive Customer Journey Map. Apply here: [link].

Journey mapping 19

Journey mapping Upselling Accountability Consulting 19

Education Services Group

MAY 25, 2018

Unlocking a proverbial holy grail of enhanced product adoption, increased renewals, thriving upsells and product advocacy requires collaboration with other business units, especially Education Services (ES). In our experience, engaging customers with proper training can be a game-changer. But CS organizations can’t do it alone.

Education 45

Education Journey mapping outsourcing Upselling 45

Totango

AUGUST 14, 2020

Your customer is a long-term partner; the two of you are on a journey together. 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. Create a training video on how to use a new product line.

Enterprise 76

Enterprise Feedback Upselling Accountability 76

SmartKarrot

MAY 6, 2022

Role: Director of Customer Success Location: Remote, United States Organization: Chevin Fleet Solutions As a Director of Customer Success, you will optimize the CS mission, vision, and customer journey map with the VP of Customer Success & Support. Help foster a company-wide, customer-centric CSM-focused culture.

Journey mapping 19

Journey mapping Coaching Government Upselling 19

Totango

OCTOBER 1, 2019

Because the customer journey is not linear, your customers may be split between your sales and customer success team. For example, your customer needs to onboard two new employees while simultaneously working through an upsell with your sales team. Seek Voice of Customer feedback after resolution.

Enterprise 81

Enterprise Metrics Benchmark Upselling 81

CustomerSuccessBox

JUNE 8, 2022

Either they’re not getting the right results, or they’re struggling with, you know, showing value internally struggling with earn struggling with upselling, actually, I would say that that’s my forte, like value management to customers and increasing upsell. You want to do customer logo churn rate and numbers.

Management 52

Management Upselling Accountability Metrics 52

OctopusTech

SEPTEMBER 9, 2023

Companies can save a lot of overhead costs of building and maintaining an in-house call center team which includes hiring, training, infrastructure, employee salaries, and technology. Outsourcing companies resolve customer queries efficiently with the help of their well-trained staff members.

Best practices 62

Best practices outsourcing Call Center virtual call center 62

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. upselling to the most loyal customers) Process changes (e.g.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Amity

OCTOBER 12, 2017

A large component of the customer journey is clearly laying out the proactive measures that your organization is prepared to take. The Customer Journey will help determine the people you need and the processes you will roll out so it’s critical to invest in the proper resources for this initiative. Renewals and upsells.

Metrics 61

Metrics Upselling Journey mapping CRM 61

Amity

OCTOBER 12, 2017

A large component of the customer journey is clearly laying out the proactive measures that your organization is prepared to take. The Customer Journey will help determine the people you need and the processes you will roll out so it’s critical to invest in the proper resources for this initiative. Renewals and upsells.

Metrics 49

Metrics Upselling Journey mapping CRM 49

SmartKarrot

DECEMBER 16, 2020

Develop listening points in customer journey map e.g., usage, satisfaction, and development opportunities, with standardized interventions for each point in the journey. Coordinate pilots, customer training, data integrations, product demos, and other activities that require internal and external communication.

Journey mapping 10

Journey mapping Finance Upselling Coaching 10

SmartKarrot

MARCH 26, 2021

Role: Senior Manager / Director, Customer Success Location: Remote, Boston, MA, US Organization: MackeyRMS As a Senior Manager/Director of Customer Success, you will manage a team of CSMs as well as own accounts, including renewals and upsells. Develop a Trusted Advisor relationship with the customer’s users, champions, and exec sponsors.

Journey mapping 10

Journey mapping Customer advocacy Best practices Upselling 10

SmartKarrot

FEBRUARY 25, 2021

Participate in the recruitment, onboarding, on-going training and retention of customer success talent. Be the coach and leader for the implementation of new and improved CS initiatives across the CS team, including onboarding, adoption, expansion as defined in the customer journey map.

Journey mapping 10

Journey mapping Finance Customer retention Upselling 10

SmartKarrot

NOVEMBER 11, 2020

Internet, Cable & Phone As a Vice President of Customer Success, you will define and optimize the customer lifecycle, applying customer journey mapping, and identifying standardized interventions for each point in the journey. Role: Vice President of Customer Success Location: Englewood, CO, US Organization: WOW!

Enterprise 10

Enterprise Journey mapping Best practices Government 10

Totango

AUGUST 11, 2022

Digital interactions that inform SaaS client relationships span the range of the customer journey , from pre-purchase marketing engagements to onboarding to subscription renewals, upsells and brand advocacy. Customer satisfaction and feedback surveys. Upsell purchases. Offer accessible training. Social media posts.

SaaS 106

SaaS Journey mapping B2B Feedback 106

Lumoa

MARCH 12, 2023

But customer feedback and insights are often the least accessible information in a business. Companies rarely have processes in place to regularly collect feedback. Feedback from all of these sources is gathered in one place. Streamlined customer journey mapping. It gives you a holistic view of your customers.

Customer Experience 83

Customer Experience Journey mapping Analytics Consulting 83

SmartKarrot

AUGUST 2, 2023

It won’t be enough to just hire someone who fits the criteria; you must also provide ongoing training to upgrade their skills. Utilize Data for a Better Feedback System No business process can get better without a feedback system and Customer Success is no exception. CSAT Benchmark: Aim for a CSAT score of 90% or higher.

Benchmark 10

Benchmark Customer retention SaaS Customer centricity 10

SmartKarrot

JULY 30, 2020

They can introduce many programs that include the training of the employees for giving better customer experience. Consider customer feedback to create strategies. They need to take into account both positive and negative feedback. A CCO must work together and give them proper training when needed.

Chief Customer Officer 10

Chief Customer Officer SaaS Upselling Journey mapping 10

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. upselling to the most loyal customers) Process changes (e.g.

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

JustCall

MARCH 6, 2023

What is Customer Journey Analytics? Customer journey analytics is the process of understanding how every customer interaction impacts a business. It often starts with a customer journey map. 10 Benefits of Customer Journey Analytics 1. What are some common features of customer journey analytics software?

Analytics 52

Analytics Journey mapping Metrics Feedback 52

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. upselling to the most loyal customers) Process changes (e.g.

Customer Experience 64

Customer Experience Journey mapping B2C B2B 64

Pointillist

APRIL 17, 2019

By Steve Offsey Your company is now competing based on customer experience, but you’re only capturing feedback from a quarter of your customers and tracking maybe 1 out of 2500 interactions. Insights obtained from Customer Analytics tools are used to address a variety of use cases, including acquisition, retention and cross-sell/upsell.

Analytics 51

Analytics Journey mapping Multichannel Government 51

Pointillist

JULY 25, 2018

The questions below will help you define the scope of your customer journey analytics project: Will the project be confined to a single team, such as customer experience or marketing, or will other business functions use the platform? Is your organization already aware of specific pain points and friction in your customers’ journeys?

Analytics 93

Analytics Government APIs Metrics 93

Pointillist

JULY 25, 2018

The questions below will help you define the scope of your customer journey analytics project: Will the project be confined to a single team, such as customer experience or marketing, or will other business functions use the platform? Is your organization already aware of specific pain points and friction in your customers’ journeys?

Analytics 43

Analytics Metrics Government Journey mapping 43

Pointillist

AUGUST 14, 2018

You have chosen the customer journey analytics platform and integrated customer data from different sources, your users are trained and ready to go—it is now time to start discovering real customer journeys. One advantage of journey optimization is that it enables you to validate (or invalidate) ideas faster and more accurately.

Analytics 41

Analytics Metrics Journey mapping Enterprise 41

REVE Chat Blog

NOVEMBER 21, 2019

Enhanced ability to upsell with relevant deals and offers – The sales agents can offer information about the current sale going on, or a discount coupon available for the product they are interested to purchase. It will open the door for upselling. Map your customer journey .

Best practices 77

Best practices B2B Sales Chatbots 77