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. It doesn’t make you a cost center, which is the worst when finances are shaky which they are right now. 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. It doesn’t make you a cost center, which is the worst when finances are shaky which they are right now. Everyone started looking at the dollars and focusing on these upsells.

Upselling 97

Upselling Metrics SaaS Sales 97

CSM Magazine

MARCH 3, 2020

The team can then provide managed services that are tailored to a customer’s specific needs. They can work closely with project managers to keep projects on track and go through the feedback. For overdue bills, the finance department knows the right time to call them if they are having any issue with their customer health.

Finance 52

Finance Upselling Sales Feedback 52

Nicereply

JUNE 20, 2023

With Customer Experience talent, communication style, and ability to upsell/renew without being or seeming “salesy” are also skills we tend to look for. We want to get a sense for the management style they prefer, the scope of the ideal role, how they prefer to collaborate with peers across the business etc.

Customer Experience 86

Customer Experience SaaS Construction Morale 86

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

Expivia

NOVEMBER 30, 2021

No matter what type of call center you operate, you’ll need to manage sales. Customer service centers need to upsell and cross-sell. The finance guys need the sales numbers to be X. Outbound centers need to sell. Even customer support is a sale in a way, a sale on continued business. . It’s a constant struggle in call centers.

Call Center 98

Call Center Sales Scripts Outbound sales 98

Cincom

FEBRUARY 22, 2021

Increase upsell and cross-sell opportunities. The solution is integrated with Microsoft F&O (Finance and Operations) and leverages Microsoft Power Platform. Reduce errors in quotes. Increase sales dollars per quote, and quote volume. Produce higher margins. Who should attend: Microsoft Dynamics Users in the Manufacturing Industry.

Finance 52

Finance CRM Upselling SaaS 52

CSM Practice

SEPTEMBER 18, 2020

When they started, they only had ALL-IN-ONE customer success managers responsible for all of the adoption focus, making sure that customers were getting ROI, renewal of contracts, as well as expanding the account. They split the roles into three: Renewals Manager – reports to customer success, retention is the ultimate goal.

Upselling 52

Upselling Finance Customer centricity Accountability 52

Back Office Centers

DECEMBER 4, 2023

You need the correct personnel to manage order processing for your firm, whether it’s through phone calls, emails, or an online store. Outsourced call centre services for receiving orders are essentially designed to maximize upselling for your product line. What does it mean to Outsource Order Processing Services?

outsourcing 67

outsourcing Sales Transportation Finance 67

CustomerSuccessBox

MAY 9, 2022

While your company can recruit additional Customer Success Managers and improve the customer experience, you’ll also need a Customer Success dashboard that provides revenue insights into every aspect of the customer journey. This information should be shared with finance.

Metrics 52

Metrics Upselling Customer advocacy CRM 52

ChurnZero

NOVEMBER 4, 2022

This is maybe the most important skill that, especially mid-level, managers can learn,” says Chris. Finance is less of a Customer Success foe than you think. CS leaders can remove barriers in their relationship with the finance team by learning to speak their language. I’m always confused by that argument,” says Chris. “As

SaaS 98

SaaS Customer centricity Finance Best practices 98

ChurnZero

OCTOBER 1, 2022

The Q&A portion of the webinar dug into CSQLs deeper—covering the ideal time to roll out a CSQL model and the biggest pitfalls of its implementation—while also delving into whether CSMs should close upsells, and how to assign CSM books when they own expansion. Q: Should CSM roles close upsell deals? I have worked it as a CSM.

B2C 97

B2C Upselling B2B Accountability 97

JustCall

MARCH 7, 2023

Customer data is pivotal in managing the sales pipeline, creating marketing strategies, and running successful campaigns for high ROI. Although software like CRM (customer relationship management) helps companies gain visibility into their sales processes, they often struggle to maintain data quality and provide a unified customer view.

CRM 52

CRM Metrics Sales Finance 52

Education Services Group

FEBRUARY 1, 2023

In case you wondered if this daily routine of beleaguered managers will change any time soon, the august management consulting firm, McKinsey, sees no escape. Across B2B industries and regions, our work has shown the development of one capability to be crucial: data-driven commercial-performance management.

Metrics 52

Metrics Construction Finance Upselling 52

CSM Magazine

MARCH 16, 2023

This means applying Machine Learning (ML) to call transcripts to automatically find the ‘needles’ or key topics and library of associated phrases that really matter such as those relating to churn risk, compliance or upsell. Create Conversational Clarity The average organisation analyses just 2% of customer interactions.

Analytics 52

Analytics Coaching Finance Upselling 52

Call Experts

OCTOBER 5, 2023

Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Driving Revenue As explained by Contact Center Pipeline , effective call center agents can do more than just resolve issues; they can also upsell or cross-sell products and services, contributing to increased revenue.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

Pointillist

SEPTEMBER 10, 2020

This is often the case because marketing campaign management systems typically contain data from a limited set of customer interactions that marketing controls, primarily web and email. In essence, campaign management is focused on automating the next action within a series of steps driven by marketers.

Personalization 128

Personalization Interactive Voice Response Enterprise Upselling 128

Talkdesk

MARCH 4, 2021

When I was preparing to move from one country to another, I wanted to put all my finances in the right order: close some bank accounts I haven’t been using, ask for bank statements, etc. To do so, I needed to spare half of my day, because these activities could only be managed by going to a bank branch and waiting in line to be helped. .

Customer Experience 94

Customer Experience Banking Contact center software Contact Center 94

SmartKarrot

MARCH 20, 2023

Customer Success Manager Location: United States (Remote) Organization: Talentify.io As a Sr. Customer Success Manager, you’ll control the strategic and enterprise accounts’ post-sales customer experiences, including onboarding, product adoption, customer relationships & advocacy, renewal/expansion, and so on.

Upselling 19

Upselling Enterprise Technical Support Finance 19

Call Experts

APRIL 8, 2024

Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Driving Revenue As explained by Contact Center Pipeline , effective call center agents can do more than just resolve issues; they can also upsell or cross-sell products and services, contributing to increased revenue.

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52

Comm100

NOVEMBER 2, 2020

Industry: Banking and finance. Post-sale, your chatbot can be a 24/7 customer success manager. It can help answer questions to simplify the onboarding process, get acquainted with your platform – and offer upsells and cross-sells when a customer is most likely to convert. . They can reach out and offer an upsell or a cross-sell.

Chatbots 57

Chatbots Customer Service Banking Healthcare 57

Global Response

SEPTEMBER 11, 2023

An outsourced call center is an external team that manages call center operations to respond to customer communications and inquiries. Call centers may focus on simply inbound or outbound customer calling (or both), or they may serve as a contact center and manage multiple types of customer communications. Ready to perfect your CX?

outsourcing 62

outsourcing Call Center Healthcare Service level 62

ChurnZero

NOVEMBER 18, 2022

If sales is bringing in X-amount of MRR a month, look at that headcount, and then look at what you’re managing on your team. per dollar brought in by sales, whereas it’s about 63 cents on the dollar for what Customer Success manages. How are you managing customers so that you can get to more valuable conversations?

Finance 98

Finance Education Sales Accountability 98

SmartKarrot

SEPTEMBER 24, 2021

Manage complex renewals involving multiple teams early enough to support renewal and mitigate risks. Exceptional at cross-collaborating internally with different teams, such as finance, legal, marketing, support, etc. Maintains insights using customer success platforms to monitor customer health scores.

Finance 19

Finance Upselling Feedback Analytics 19

ClearAction

NOVEMBER 5, 2017

If yes, then you’re on your way to customer-centricity, and the growth touted by customer experience management. 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.).

Customer Experience 69

Customer Experience Customer centricity Morale Finance 69

Education Services Group

JUNE 9, 2022

Or even better, how many times have those same Sales Reps been asked to review their pipeline and report their sales forecast to management? So, if Sales Reps aren’t adequately equipped to forecast their business, why would we expect Customer Success Managers (CSMs) to be any better equipped, prepared, and enabled to forecast?

Finance 52

Finance Sales CRM Consulting 52

SmartKarrot

MARCH 25, 2022

Build, manage, and lead the Customer Success team for Pacvue Commerce. Apply here: [link] Role: Senior Customer Success Manager Location: Remote, United States Organization: Splash (SplashThat.com) As a Senior Customer Success Manager, you will own an assigned book of Enterprise accounts, guiding each customer towards value and growth.

Upselling 19

Upselling Finance Engineering Education 19

JustCall

NOVEMBER 25, 2022

In such cases, sales intelligence can pick up cues that can lead to more sales and upselling. Leadership Changes: For B2B companies, a leadership change in a prospective company can signal that the new management is ready and willing to make changes and consider new products. It is also valuable when it comes to existing ones.

Sales 52

Sales B2B CRM Finance 52

ClientSuccess

SEPTEMBER 27, 2018

Instead of simply passing new customers off to a Customer Success Manager (CSM) to deal with after a sale is completed, organizations are realizing the benefits of having a strong customer-focused strategy in every department , from sales and marketing to finance and product. An Intense Focus on Outcomes and ROI.

SaaS 74

SaaS Finance Metrics Upselling 74

ChurnZero

MARCH 18, 2022

My first answer is – just as a business finance-oriented person and former CEO – I like the notion of each CSM having their own MRR. If I were a CSM or a CSM manager, I would try to somehow weigh or factor that in. But the users of the software were every manager in the company who had a budget. A [Dave]: It’s really hard.

SaaS 98

SaaS Metrics Enterprise Surveys 98

JustCall

MARCH 10, 2023

Conclude with upselling/cross-selling: “If you’re interested in <product 1>, you might also want to check out <product 2>, which offers XYZ extra.” Not to mention that smart call flow management also involves picking the right agent for a task that allows them to play to their strengths.

Call flow 40

Call flow Contact Center Scripts Interactive Voice Response 40

Babelforce

APRIL 21, 2021

The company: Created support teams made up of agents, managers, coaches, and tech specialists. You can also use it to: Help your agents spot sales and upsell opportunities. It’s especially important if you deal with sensitive topics like finance or healthcare. Bell Canada managed to do this.

Call Center 52

Call Center Contact Center Interactive Voice Response CRM 52

JustCall

NOVEMBER 24, 2022

This can throw up opportunities for further sales, upselling or simply for information about other sales prospects. These can be tailored to provide maximum benefits across sectors such as healthcare, hospitality, finance, technology, and more. It includes contact management, opportunity management, and sales forecasting.

Sales 52

Sales Marketing B2B CRM 52

SmartKarrot

FEBRUARY 21, 2023

The case for a renewed focus on account management What is Account Management? 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

SmartKarrot

JUNE 16, 2020

A list of Top 8 SaaS Account Management Best Practices to help you grow your existing accounts and increase revenue. #1 The ideal Account Manager should be a problem solver who is sensitive to the client’s needs and spends time and energy to make them successful. 6 Soft Upsell & CrossSell. 1 Define Key or Strategic Accounts.

Best practices 10

Best practices SaaS Accountability Management 10

SmartKarrot

JANUARY 28, 2022

Partner with the Sales organization to uncover and capitalize on upsell and expansion opportunities. Apply here: [link] Role: Customer Success Manager, Strategy Location: Reston, VA, US (Hybrid) Organization: Triblio As a Customer Success Manager, you will maintain a customer-first mentality in all aspects of the job.

Upselling 19

Upselling CRM Finance Benchmark 19

CSM Magazine

APRIL 1, 2022

Demand planning can help businesses to identify opportunities for cross-selling and upselling, so that customers always have access to the products they need. Planners who utilize purpose-built demand planning technology will get more significant results than those who still use spreadsheets to manage supply and demand.

Customer Experience 52

Customer Experience Analytics Finance APIs 52