Customer Service Life

DECEMBER 20, 2023

I went to the teller to report this and he was prepared to credit us a dollar before his supervisor reminded him that the machine was managed by a third party. Upsell/Cross-sell opportunities – When the product the customer is currently using doesn’t do what the customer wants but another product in our line does.

Upselling 83

Upselling Contact Center Engineering Banking 83

InGenius

APRIL 1, 2020

In this blog, we are going to explore what these different contact center groups are, and help you identify which category you fall in to. Things like telemarketing, sales, cold calls, customer follow-ups, upselling, and lead generation, are all typical examples of what goes on inside an outbound contact center.

Contact Center 62

Contact Center Multichannel Interactive Voice Response Inbound sales 62

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. Clarity is key.

Management 52

Management Upselling SaaS Customer retention 52

Help Scout

MAY 27, 2021

When considering customer success and account management, it’s valuable to consider them as complementary teams rather than interchangeable groups or, worse, competitors. There are a few things that differentiate customer success from account management. What is account management? Key components of account management.

Accountability 65

Accountability Management Upselling Education 65

CustomerSuccessBox

JUNE 3, 2022

The customer success manager’s function is evolving and expanding, and the reason for this transition is- DATA. The best customer success managers (CSMs) or customer success data analysts — or whatever their official title is – are masters of customer data measurement and analysis. But how do you achieve it?

Analytics 52

Analytics Management Best practices Upselling 52

CSM Practice

SEPTEMBER 28, 2020

Either way, it is something all companies learn to manage as they scale. . The key to managing renewals is to start early on in the customer journey and remove any friction points along the way. . Preventing implementation issues not only decreased renewal risk but it also increased the chance of upselling. .

Management 52

Management Upselling Engineering SaaS 52

TeamSupport

DECEMBER 7, 2020

On the other hand, when 70% or more of revenue comes from existing customers 1 , you must pay close attention to indicators that a customer might be increasing seats or adding user groups to ensure you don’t miss a valuable upsell opportunity. How do I create another user group?”. Upselling Other Products or Add-Ons.

Customer Support 98

Customer Support Upselling B2B Sales 98

JustCall

APRIL 5, 2023

The need for customer success management is fairly new and fast becoming pertinent. Organizations need to embrace the CSM approach to build a trustworthy relationship with customers and track their performance using customer relationship management analytics. What is customer success management or CSM?

Management 52

Management CRM Analytics Customer retention 52

ChurnZero

SEPTEMBER 22, 2020

Being a phenomenal Customer Success Manager doesn’t just come naturally. The question of whether Customer Success should own the renewal, expansion and upsell is one of the most debated topics in CS. Partners with Product through the stages of group development (Forming, Storming, Norming, Performing) . Speakers include:

Management 93

Management Upselling Metrics Marketing 93

Totango

AUGUST 9, 2022

This lets B2B businesses customize their operations for groups of customers with common characteristics or personalize them for individual clients. Research and development : Market research segmentation lets you develop products and services geared toward the needs of specific groups within your customer base.

Best practices 100

Best practices B2B Journey mapping Upselling 100

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

CustomerSuccessBox

APRIL 27, 2022

For that to happen, you must hire the best Customer Success Manager (CSM). 7 best Practices to hire a Customer Success Manager (CSM). For instance, a CSM may be expected to take care of sales by cross-selling and upselling and on the other hand, it may also be expected to look after the support tickets. Collaborative efforts.

Best practices 52

Best practices Management Upselling Sales 52

Eckoh

JANUARY 31, 2020

In this third instalment in our series, Ashley Burton, Head of Product at Eckoh, explores the future for Managers. But none of that is possible unless organizations are adept at managing the Contact Center of the Future. Managers can then see the results as they happen.

Contact Center 52

Contact Center Management Gamification Virtual Agent 52

TeamSupport

DECEMBER 8, 2023

Do you need an enterprise solution, or do you have a smaller group that just needs a modern ticketing system to simplify their workflow? Choose a customer support solution that offers omnichannel support, allowing your team to manage and respond to customer inquiries consistently across all channels.

Customer Support 105

Customer Support Analytics Upselling Customer centricity 105

Totango

DECEMBER 12, 2019

How do you begin to manage all the potential outcomes, needs, and variables that determine the path ahead? The customer lifecycle management process segments the customer journey into stages, including onboarding, adoption, escalation, and renewal. How to Manage the Customer Lifecycle. Break it down into small steps.

Management 64

Management Enterprise Best practices Benchmark 64

Beyond Philosophy

NOVEMBER 10, 2014

Here are some of the most comprehensive facts and figures that I’ve come across: A recent study of the Value of Customer Experience amongst two $1 billion+ businesses published in Harvard Business Review (HBR) managed to quantify the effects of good customer experience. Your existing customers are far easier to upsell.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Toister Performance Solutions

JULY 23, 2020

The initiative was created by the marketing department, and a marketing manager controlled access to the report. The manager treated me with open disdain when I called and asked to be added to the distribution list. We've all encountered internal roadblocks like this manager. Withholding the report was a power play.

Customer Service 105

Customer Service Upselling Call Center Sales 105

CustomerSuccessBox

JANUARY 10, 2022

Customer Success Manager job description: As a CSM (Customer Success Manager), your role is to maintain a good relationship and the satisfaction of your existing customers while developing the customer portfolio. Additional Resource – What is a Customer Success Manager. Main missions of the Customer Success Manager.

Management 52

Management Surveys Customer advocacy Accountability 52

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Paul Husar, Senior Call Center Manager at LG Electronics. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Quality Contact Solutions

MAY 13, 2021

Upselling to current customers has proven to be a productive and efficient way to increase the account and order size because an existing customer is the best prospect. This group of customers used to be loyal — why did they leave, and how has that impacted revenue? Chances are a fair amount. Prospecting.

Telemarketing 92

Telemarketing Healthcare outsourcing Upselling 92

CSM Practice

DECEMBER 7, 2020

Dec 1, 2020 — Today, CSM Practice, the world’s first consulting firm dedicated to Customer Success Management (CSM) strategy, announced the formation of its new Advisory Board. SaaS companies, in particular, need to develop and implement effective customer success strategies to drive renewals and upsells. Sunnyvale, Calif.—

Chief Customer Officer 81

Chief Customer Officer Upselling SaaS Consulting 81

SmartAction

SEPTEMBER 4, 2018

TechStyle Fashion Group is one of the most innovative brands in the fashion and retail industry. Helping a customer decide on the right pair of jeans, upselling accessories, and empathy are unmatched by AI, so TechStyle finds and trains agents to best showcase these skills. Beyond the Blog.

Call Center 40

Call Center Virtual Agent Average Handle Time Upselling 40

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

ShepHyken

SEPTEMBER 20, 2019

A stand-alone customer support group can’t handle 100% of the issues they receive in the B2B industry. Customer Success / Account Management – Outside of support, this team interacts with customers the most frequently. Managing tickets as a unified support team. This information can also benefit other departments.

B2B 274

B2B Customer Support CRM B2C 274

ClientSuccess

MARCH 8, 2022

This includes the initial sales value, upsells or expansion deals, ad hoc change orders throughout the partnership, and renewal value. Some organizations also group tangential revenue into this total CLV by including things like referrals, sales attributed to marketing efforts, and other initiatives. are managed in some part by CSMs.

Upselling 75

Upselling SaaS Sales Metrics 75

Totango

OCTOBER 25, 2022

Customer success teams are members of your organization tasked with making this happen through automated and manual CS management strategies. Effective CS management is critical for building strong relationships with your customers by delivering outcomes that make them want to continue purchasing your products.

Best practices 94

Best practices Chief Customer Officer Customer centricity Sales 94

TeamSupport

AUGUST 16, 2019

Let’s look at a few different ways to take a data-driven approach to managing customer support…. For example, if a support manager notices a customer has a high distress score, a ticket automation rule may be set up so all tickets from that customer go only to a small group of experienced agents.

Customer Support 63

Customer Support Management Upselling Sales 63

Quality Contact Solutions

FEBRUARY 23, 2023

Upselling The health care industry uses outbound telemarketing services to call existing customers and offer additional solutions. Upselling to current customers has proven to be a productive and efficient way to increase the account and order size, because an existing customer is the best prospect. Why did they leave?

Telemarketing 52

Telemarketing outsourcing Upselling Sales 52

TechSee

JUNE 30, 2021

While installing the range, Mike pointed out that their hood needed to be replaced, earning himself a bonus for the upsell. When the office manager at a busy enterprise calls to report that their network printer is down, the supplier does not have the luxury of asking too many questions. But on Tuesday….Mike’s

Construction 164

Construction Healthcare Upselling Enterprise 164

JustCall

JANUARY 23, 2024

A WhatsApp Shared Inbox is a virtual space that your team can collectively manage. A Shared Inbox allows your team to manage queries collectively. A Shared Inbox is scalable and will allow your team to effectively manage the increased communication. With tagging features, you can easily group messages of similar queries.

APIs 52

APIs Upselling Accountability Analytics 52

Fonolo

OCTOBER 4, 2022

The same goes for contact center management. Then, group any relevant skill sets together. Maybe your software and hardware go together, in which case your agents in that skillset grouping should show proficiency in both those areas. In net, you need the best of the best to ensure a goal isn’t scored. Customer support.

First call resolution 87

First call resolution Contact Center Interactive Voice Response Wait times 87

Fonolo

FEBRUARY 9, 2023

And for many call center managers, maintaining these service levels is a top priority. Or how many opportunities to upsell a customer were missed because the customer support agent didn’t have the time to build a relationship with the customer? 3. If you have multiple skill groups in your call center, another issue arises.

Service level 142

Service level Call Center Abandon rate Metrics 142

ChurnZero

OCTOBER 26, 2021

When you separate your customers into distinct groups, you can get an accurate assessment of your customers’ needs and how you can best meet them. Customer segmentation is the use of shared characteristics to divide customers into groups, based on similarities, in order to deliver your products and services more effectively.

SaaS 96

SaaS Revenue potential Upselling Accountability 96

Solvvy

JUNE 17, 2021

Differentiate Support Needs Based on User Group. Your business’ platform may exist for many user groups with significantly different problems. Solvvy Workflows and persona-based routing bridges the gap and allows for customizable, personalized solutions to be delivered to users based on their defined group. .

Personalization 71

Personalization Customer Experience Chatbots Upselling 71

TechSee

JUNE 1, 2021

Gartner estimates that by 2022, there will be a 50% increase in one-off issue resolution and consultative services offered on freelance platforms, and Everest Group estimated that U.S. Oftentimes the gig customer service worker’s tasks must be supervised by a manager or expert, a resource-heavy process that is slow and inefficient. .

Customer Service 109

Customer Service Upselling outsourcing Self service 109

Expivia

OCTOBER 27, 2020

If you think you might have a phone issue or a program issue, break the calls down: Opening Intro Verification Issue Handling Resolution Cross-sell/ Upsell Memo-ing/ After-Call Work. Consider implementing a KMS (Knowledge Management System) for your agents to utilize. Now, your after-call work looks good but there is still an issue.

Upselling 97

Upselling Banking Scripts Interactive Voice Response 97

Quality Contact Solutions

MARCH 11, 2021

Cross-sells & Upsells: Do you have a group of accounts that your team cannot make contact with consistently? QCS offers to upsell and cross-sell telemarketing service programs designed to engage your customers and grow the value of their account.

Telemarketing 98

Telemarketing Sales Upselling outsourcing 98