ChurnZero

DECEMBER 17, 2021

Considering that studies have shown that acquiring a new customer is exponentially more expensive than retaining an existing one, expansion management becomes more important than ever. In the SaaS industry, Customer Success upsell and cross-sell opportunities are commonly incorporated into expansion management.

Management 52

Management Upselling SaaS Customer retention 52

TechSee

MARCH 21, 2024

However, the installation process for fiber optic services, particularly for residential customers, often presents significant challenges. Integrated AI and AR: Advanced AI and Augmented Reality (AR) technology guide customer and confirm successful steps in real-time, providing immediate feedback to customers.

Self service 124

Self service APIs Upselling Contact Center 124

CustomerSuccessBox

MAY 12, 2022

It’s astonishing to know how product management converges with customer success management at one point. A Product Manager wants to deliver a product that elevates the experience of a user of the product. As a Customer Success Manager , you will always want to delight your customers. It’s all about collaboration!

Management 52

Management Upselling Feedback Metrics 52

ChurnZero

FEBRUARY 23, 2023

Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. What is customer lifecycle management in plain English? The customer lifecycle is straightforward.

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. That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. What is customer lifecycle management in plain English? The customer lifecycle is straightforward.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

CSM Magazine

DECEMBER 13, 2023

There are several ways you can bridge this gap: Conduct surveys, gather feedback, or analyze their reviews. Create a system that collects feedback regularly. To access real-time data, integrate customer service platforms, such as CRM, order management, or inventory. Foster a culture of continuous improvement within your company.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

CustomerSuccessBox

FEBRUARY 14, 2019

The searches for the keyword ‘ Role of a Customer Success Manager ’ have been increasing since the last few years. As companies around the world are getting aware of the importance of Customer Success, the demand for seasoned Customer Success Managers (CSMs) is also increasing exponentially. Why is it so? This is far from the truth.

Management 67

Management Upselling SaaS Sales 67

Totango

SEPTEMBER 20, 2022

To enable customers, Customer Success teams may use methods such as: Assigning a Customer Success Manager to assist customers. Improving support by providing self-service tools and using automation to manage routine inquiries and route manual tickets to the appropriate representatives.

B2B 83

B2B SaaS Education Brand ambassadors 83

CSM Practice

APRIL 13, 2021

Being a Customer Success Manager (CSM) is a non-stop learning process that requires hands-on management at every stage. To add, a customer success manager needs to learn their customer’s product or service. What is a Customer Success Manager. What makes a good Customer Success Manager? Challenges.

Management 52

Management Customer retention Upselling Accountability 52

Totango

AUGUST 14, 2020

In our latest installment in the CXO Series , we sat down with Stephanie Comardelle, Vice President of Customer Experience, Success, and Solutions at Lucid to discuss what it takes to implement a stakeholder engagement plan at a time when there is so much going on as well as how they are managing their new customer success program. .

Accountability 156

Accountability Feedback Sales Upselling 156

Monet Software

AUGUST 15, 2018

The fundamental goal of performance management is to promote and improve employee effectiveness. The Goals There are two ways to proceed – a standard list of goals for every contact center agent (faster response times, lower average handle time, more upsells, etc.) One important aspect of that undertaking is the agent assessment form.

Management 48

Management Average Handle Time Upselling Coaching 48

OctopusTech

JUNE 29, 2023

These types of services are generally outsourced from specialized service providers who have expert professionals who manage and handle the callings on behalf of the other companies. They will reach out to active and potential buyers, present their products and services to them, and then follow up with the leads. Almost 55.3%

Customer retention 62

Customer retention Call Center Upselling outsourcing 62

Global Response

FEBRUARY 26, 2024

To achieve this, several key factors need to be present in every interaction: Responsiveness : Customer service representatives quickly and efficiently respond to customer inquiries and concerns. Integrate technology to easily collect customer feedback through surveys, feedback forms, and social listening tools.

Call Center 62

Call Center Customer Service outsourcing CRM 62

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.”. Matt Kearns, Sr.

Management 59

Management Feedback Sales SaaS 59

Netomi

FEBRUARY 21, 2024

Chatbots are at the forefront of the hospitality industry, from managing bookings to handling customer queries and providing personalized recommendations. Post-departure, they assist in gathering feedback, managing follow-ups, and maintaining engagement, which is vital for customer retention.

Chatbots 40

Chatbots Upselling Feedback Personalization 40

ChurnZero

SEPTEMBER 14, 2021

When asked to sell to customers, Customer Success Managers (CSMs) are often scared of coming off as too pushy or getting a “no.” If your customer can benefit from a product upgrade or feature upsell, then it’s your duty to make your customer aware of the opportunity. Should Customer Success own the renewal and/or upsell?

Sales 94

Sales Upselling Morale SaaS 94

ChurnZero

MARCH 24, 2023

So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. In Gabby Wong’s presentation, “ The new ‘C’ in CEO ,” she shares all the places where her company measures NPS. Everyone started looking at the dollars and focusing on these upsells.

Upselling 98

Upselling Metrics SaaS Sales 98

ChurnZero

MARCH 24, 2023

So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. In Gabby Wong’s presentation, “ The new ‘C’ in CEO ,” she shares all the places where her company measures NPS. Everyone started looking at the dollars and focusing on these upsells.

Upselling 97

Upselling Metrics SaaS Sales 97

Amity

DECEMBER 14, 2016

Others manage subscriptions, software usage, renewals, upsells and other parts of the sales process. At InVision , our customer success team is responsible for managing the relationships with our most important users: Enterprise customers. We focus on sync, advanced prototyping, security, team management and much more.

Management 84

Management Finance Enterprise Accountability 84

Totango

MARCH 10, 2020

Prioritize Escalations and Cherish Feedback. These tips will help you distill the entire customer journey into easy to manage, easy to accomplish daily goals and actions. . Prioritize Escalations and Cherish Feedback. To do that, we can use these 5 customer experience tips: Turn Customer Hopes into Personal Goals.

Customer Experience 93

Customer Experience Upselling Feedback SaaS 93

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. A dedicated QA team can evaluate, improve, and implement changes and feedback.

Call Center 62

Call Center Outbound sales Feedback Best practices 62

CustomerSuccessBox

SEPTEMBER 7, 2021

But it also bought a sea of opportunity for people who could see beyond the present turbulent times. Though personalization is an important factor, automation wherever possible makes it easy for the Customer Success Managers and the CS team. Also, it is important to get their feedback and improve your service.

Journey mapping 96

Journey mapping Engineering SaaS Upselling 96

CustomerSuccessBox

JULY 2, 2020

Quarterly business reviews or QBRs as they are lovingly called (or with hate ) in the customer success world are a customer success manager’s second most important scheduled meeting with the customer. Plus an opportunity to present the future planning to get a customer’s feedback and sow the seeds for renewal and / or upsell.

SaaS 52

SaaS Upselling B2B Feedback 52

Playvox

SEPTEMBER 30, 2022

Lilith Antunovic , customer experience manager at Rentman , found herself experiencing this issue throughout her career — so she set out to change the view of customer service teams within the community. Your team also builds revenue through cross-selling and upselling. Your Customer Service Team Matters.

Customer Support 67

Customer Support Contact Center Upselling Customer centricity 67

ChurnZero

SEPTEMBER 16, 2021

When asked to sell to customers, Customer Success Managers (CSMs) are often scared of coming off as too pushy or getting a “no.” If your customer can benefit from a product upgrade or feature upsell, then it’s your duty to make your customer aware of the opportunity. Should Customer Success own the renewal and/or upsell?

Sales 52

Sales Upselling Morale SaaS 52

AskNicely

SEPTEMBER 25, 2018

Here’s why: According to The 2018 NPS Benchmark Study, when high-level executive support is present, an organization is twice as likely to successfully build an advanced NPS (Net Promoter Score) program. They might think it’s enough to hire a customer success manager and let that department, or marketing, lead the charge.

Customer advocacy 60

Customer advocacy Benchmark Upselling Feedback 60

Fonolo

FEBRUARY 14, 2019

It’s important to monitor agents who see an increase in calls to management, missed upselling opportunities, and customer complaints, as these agents may be exhibiting signs of burnout. This may initially present itself as impatience, frustration, or mild irritability. Absenteeism and Adherence to Schedule.

Agent burnout 80

Agent burnout Call Center Gamification Contact Center 80

ChurnZero

AUGUST 14, 2020

Not product management. Customer Relationship Management (CRM) Software. They focus on opportunity management – like the manual activities that typically exist within accounts. Since buyers typically follow a uniform purchasing journey, CRMs are ideal for managing a sales pipeline. (If Project Management Software.

CRM 87

CRM Finance Upselling Accountability 87

JustCall

MARCH 6, 2023

They have to manage customer requests all day long with understanding, empathy, and skill. The Importance of Motivating Agents According to a Gartner report, our age of remote and hybrid working means that call center managers have one key task. Every employee wants to feel heard, and this is where detailed feedback mechanisms come in.

Call Center 52

Call Center Gamification Metrics Upselling 52

Nicereply

APRIL 22, 2021

Asking for satisfaction feedback once the deal is won or lost can help shed a light on whether this was something that could’ve been addressed better or not. It’s simple to understand, easy to implement, and provides actionable feedback to improve operations. And for a good reason, too. Why measure CSAT in sales?

Sales 52

Sales Surveys Upselling Feedback 52

JustCall

MARCH 10, 2023

Customer support managers can also generate reports and analyze data to identify areas for improvement and optimize your processes. You can provide progress updates and ask for feedback to ensure that they are getting the support they need. They may also have access to a knowledge base, community forum, or customer success manager.

Customer Support 40

Customer Support Feedback Upselling Accountability 40

ChurnZero

JANUARY 6, 2022

This article was adapted from a portion of ChurnZero’s BIG RYG session “ Customer Success as a Profit Center ” presented by Matthew Brown, Director Customer Enablement, Solink. Customer Feedback. Revenue Forecasting (Renewals, Expansion, Upsells, etc.). Increasing their predictability with leading indicators. Renewal Rate.

Metrics 98

Metrics Journey mapping SaaS Sales 98

JustCall

AUGUST 7, 2023

If you’ve got a customer base that wants to manage their accounts or get account-specific information independently, conversational AI is the right fit for your brand. The tool can also fetch and present information from various systems to keep customers informed about their purchases. Image Source 2.

Sales 52

Sales Chatbots Self service Accountability 52

Fonolo

JULY 5, 2023

How they approach upselling opportunities Upselling is something that all your customer-facing employees should be doing — not just sales. How to Manage Customer Perception Managing customer perceptions and expectations is essential to successfully running a customer service department. And don’t forget to follow up!

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

SmartAction

JUNE 9, 2023

Then Dialogue Management starts working to generate a response, and next onto Natural Language Generation (NLG) to transform into a human-like output. Maintaining accuracy and relevance requires a well-designed feedback loop where customer interactions are analyzed.

Virtual Agent 74

Virtual Agent Chatbots Self service Feedback 74

NobelBiz

FEBRUARY 14, 2023

Customer Relationship Management (CRM) is a strategy businesses use to manage interactions with existing and potential customers. In a contact center, facilitate managing the large volume of daily customer interactions by using essential CRM strategies. This can lead to increased customer loyalty and repeat business.

CRM 52

CRM Contact Center Metrics Benchmark 52

CSM Practice

APRIL 12, 2018

Even if a customer doesn’t move forward with all of the ideas presented, you illuminate the potential impacts of your product and your product is viewed as more valuable. Don’t bring feedback to product – bring data. Chen summed it up well in our conversation: “CSM is the SDR of upsell”.

Upselling 49

Upselling Accountability Sales Feedback 49