Lumoa

FEBRUARY 9, 2023

upselling to the most loyal customers) Process changes (e.g. upselling to the most loyal customers) Process changes (e.g. According to Finance Digest , 95% of customer interactions will be managed with AI by 2025. We’re moving towards a personalized omnichannel experience in B2B customer journeys. So why should you care?

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

ClientSuccess

MARCH 5, 2020

As your team thinks about investing in a new customer success platform to help take your customer accounts to a new level, here are three considerations to keep in mind: Consideration #1: Visibility into all of your customer success metrics. A close second, however, is metrics.

SaaS 64

SaaS Finance Benchmark Upselling 64

aircall

SEPTEMBER 11, 2017

Corporate finance teams tend to view customer support as a cost saver at best and a cost center at worst. 83% of churned customers insist that better live or in-person customer service would have impacted their decision to switch providers. 85% of customers trust an online review as much as a personal recommendation. Zendesk ).

Customer Support 115

Customer Support B2C Upselling B2B 115

ClientSuccess

MARCH 5, 2020

As your team thinks about investing in a new customer success platform to help take your customer accounts to a new level, here are three considerations to keep in mind: Consideration #1: Visibility into all of your customer success metrics. A close second, however, is metrics.

SaaS 52

SaaS Finance Benchmark Upselling 52

ClientSuccess

JULY 1, 2019

If there is one thing customer success professionals know, it’s that ensuring customer satisfaction with a product or solution requires the attention and resources of far more than a single person. Marketing: Marketing influenced renewal or upsell dollars. Finance: Net Promoter Score (NPS) of contract and legal process.

Finance 49

Finance Upselling Metrics SaaS 49

ChurnZero

NOVEMBER 4, 2022

You’re not going to say that person’s fantastic because they do good work, they put in long hours, and there’s a lot of face time,” says You Mon. 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.

SaaS 98

SaaS Customer centricity Finance Best practices 98

ClientSuccess

DECEMBER 10, 2019

While customer success programs tend to focus more and more on the business aspects of customers (onboarding, training, ongoing success, upsells, cross-sells, etc.), It will quickly become extremely obvious to customers if there is an executive who isn’t 100% on board with a company’s mission, vision, goals, and success metrics.

Customer Experience 52

Customer Experience Finance Upselling SaaS 52

ClientSuccess

DECEMBER 10, 2019

While customer success programs tend to focus more and more on the business aspects of customers (onboarding, training, ongoing success, upsells, cross-sells, etc.), It will quickly become extremely obvious to customers if there is an executive who isn’t 100% on board with a company’s mission, vision, goals, and success metrics.

Customer Experience 52

Customer Experience Finance Upselling SaaS 52

SharpenCX

MAY 16, 2022

Your outbound call center metrics should be tied to your overall organizational goals. You may choose to focus on these metrics, along with others that are more relevant to your business. Remember: a staggering 97% of consumers reject or ignore phone calls from a business or a person they don’t know. Establish Meaningful KPIs.

Contact Center 67

Contact Center Scripts Call Center call center software 67

NobelBiz

JULY 25, 2023

Discover the transformative potential of data-driven decision-making and personalized interactions that cultivate lasting relationships with customers. Agent Performance Metrics: Evaluates how effectively agents resolve queries, their adherence to scripts, or their ability to manage difficult interactions.

Analytics 98

Analytics Call Center Scripts Contact center software 98

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. Gathering Critical Data and Metrics for Better Decision Making.

SaaS 74

SaaS Finance Metrics Upselling 74

JustCall

FEBRUARY 28, 2020

Achieving the set financial client targets- The Account Manager takes count of all revenues generated, including upsells or cross-sells. Forecast and track client account metrics(budgets, transactions, buying capacities, queries, negotiations). Keep an account of sales among client accounts, including upselling and cross-selling.

Accountability 52

Accountability Management Finance Upselling 52

ChurnZero

NOVEMBER 18, 2022

If you don’t know what those numbers are or how to get them, ask your CFO or ask your friends in finance how they’re measuring you. I’d look at efficiency metrics and profitability. We can’t upsell, cross-sell, expand, touch our customers if we don’t have outstanding Customer Success operations running.

Finance 98

Finance Education Sales Accountability 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

ClearAction

NOVEMBER 16, 2023

A) Customer Participation Today Survey fatigue and response rates are ongoing challenges, as customers are almost constantly asked to give feedback for both business and personal purchases and interactions. Natural byproducts of this diagram’s formula are churn reduction, upselling, cross-selling, referrals, and acquisition cost reduction.

B2B 62

B2B Feedback B2C Enterprise 62

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.” A Customer Service Call Flow A customer service call flow would play out as follows: Friendly and personalized greeting: “Hello <customer name>!

Call flow 40

Call flow Contact Center Scripts Interactive Voice Response 40

CSM Practice

JULY 24, 2019

You could also personalize the onboarding process to identify and meet unique customer needs. · Customer Support. A typical customer healthscore design would help you mitigate churn risk, however, this is an internal metric that only serves your company. 3.2. Promoting the CSM’s value within each team.

Customer centricity 45

Customer centricity Feedback Finance Upselling 45

Lumoa

JUNE 28, 2018

Customer experience touches every aspect of company’s work including the back-office functions: HR, legal and finance. "At Most companies aim to grow with some financial metrics. It’s not about selling or upselling but delivering exceptional value.” It’s simple. Customer-centricity is one of the core values of HubSpot.

Customer centricity 64

Customer centricity Feedback Surveys Finance 64

SmartKarrot

JUNE 2, 2022

You may not own a book of the business personally, but you will directly engage with customers: relationship development, key presentation meetings, escalations, etc. Own and drive key business metrics such as multi-product activation, renewal revenue, and LTV. Build and evolve playbook strategies.

Best practices 19

Best practices Finance Upselling Enterprise 19

JustCall

FEBRUARY 11, 2022

Upselling, and cross selling products and sellers. Skills and qualifications you need to have as a key account manager, include: Diploma/Degree in Sales, Finance, Business Administration or a related field. Tracking sales metrics and KPIs to measure performance and ROI. Need for a Personalized Selling Approach.

Sales 52

Sales B2C call center software B2B 52

Balto

AUGUST 3, 2022

Figure 7: “Drain on Resources” Agreement vs Contact Center Metrics Note: Responses have been converted to a 0-100 scale for comparison. The older a person was, the longer they were in their job, and the higher on the corporate ladder they were, the more likely they were to view their contact center as an avenue for value creation.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

Tethr

JUNE 22, 2020

WHAT Customer calling to reschedule a service WHY Reschedule reason Your company’s service person didn’t show up for a scheduled appointment , causing customer confusion and frustration and forcing them to call multiple times to set up another appointment. Focus on customer effort metrics. Let’s talk more about the ‘what.’

Customer Experience 66

Customer Experience Customer effort Interactive Voice Response Coaching 66

JustCall

FEBRUARY 5, 2020

Also, specific notes, tagging, and pipelines would assist the sales team in upselling and cross-selling. It also aids strategies like upselling. However, it hastily deals with the support related queries but often leaves behind a bulk( related to Sales, marketing and finance) unattended. Conversion rates hike as well.

Education 84

Education CRM Sales Accountability 84

SmartKarrot

SEPTEMBER 23, 2022

Increase the likelihood of upsells? For instance, you should probably monitor customer engagement levels in specific product features to increase upsell opportunities to determine which ones they value the most. Zero in on the customer health score metrics that you want to track. This is a nudge to every finance professional.

Metrics 10

Metrics Finance Upselling Accountability 10

SmartKarrot

SEPTEMBER 23, 2022

Increase the likelihood of upsells? For instance, you should probably monitor customer engagement levels in specific product features to increase upsell opportunities to determine which ones they value the most. Zero in on the customer health score metrics that you want to track. This is a nudge to every finance professional.

Metrics 10

Metrics Finance Upselling Accountability 10

SmartKarrot

DECEMBER 3, 2020

It is their duty to partner with the other teams, mainly marketing and finance, and gel up quickly. Drives accountability through cross-company metrics and data. Establishes metrics for defining the relationship with customers. That is where metrics come in handy and serve the purpose. Embolden upsells and cross-sells.

Chief Customer Officer 10

Chief Customer Officer Customer advocacy Upselling Metrics 10

SmartKarrot

FEBRUARY 25, 2021

Develop and nurture cross-functional partnerships across the entire TargetCW organization including software, sales, marketing, finance and operations which impact overall customer success and drive customer retention and revenue growth. Help refine the strategy to grow our B2B arm in Australia and New Zealand.

Journey mapping 10

Journey mapping Finance Customer retention Upselling 10

SmartKarrot

JUNE 1, 2021

Maintains a deep understanding of the products and practices to serve as a point person for the accounts. Analyse customer data and usage metrics in order to provide insight against industry benchmarks, identify process improvements and drive change. Planning and leading product implementation into the customers’ business.

Best practices 10

Best practices Finance Benchmark Upselling 10

SmartKarrot

JULY 6, 2021

Work with your team to focus on incremental strategy & upselling throughout the campaign cycle in order to maximize revenue. Provide final reporting, insights, and recommendations – inclusive of campaign performance metrics, advanced Ogury Insights, and 3rd party study results.

Coaching 10

Coaching Finance Upselling Customer centricity 10

SmartKarrot

NOVEMBER 23, 2020

This individual is supposed to aid the Finance and Sales unit, in addition to revising and reporting renewal opportunities. In such a case, empathy is a must, and the ability to understand the other person is all that the job is about. Here we look into the topic with a magnifying lens. But, before that, let’s brush up on some basics.

SaaS 10

SaaS B2B Management Finance 10

Totango

NOVEMBER 19, 2019

In this customer-centered economy , you need to provide customers with a responsive, personalized service that is focused on their needs. Enterprises invest time and money delivering value to customers, and ROI returns often come in the form of recurring revenue from renewals and upsells. Personalized customer engagements.

Best practices 64

Best practices Customer centricity Enterprise Finance 64

Totango

NOVEMBER 19, 2019

In this customer-centered economy , you need to provide customers with a responsive, personalized service that is focused on their needs. Enterprises invest time and money delivering value to customers, and ROI returns often come in the form of recurring revenue from renewals and upsells. Personalized customer engagements.

Best practices 48

Best practices Customer centricity Enterprise Finance 48

SmartKarrot

JUNE 8, 2022

Collaborate with FIP leadership team to define the CS strategies that include data analysis, segmentation, approach for each segment, defining metrics, and ongoing performance measurement. Collaborates internally with different teams, such as finance, legal, marketing, support, etc. Build and evolve playbook strategies.

Finance 19

Finance Upselling Accountability Best practices 19

SmartKarrot

NOVEMBER 26, 2020

A quick example of that could be targeting only the finance professionals from the bay area for a particular product that meets their need. The quantitative data must be used towards measuring bigger metrics that are applicable at an organizational level. Personalized customer experience. Knowing your customer. Brand Advocacy.

SaaS 12

SaaS Upselling Finance Metrics 12