ClientSuccess

MARCH 8, 2022

Sales cycles can be long and fraught and deserve to be applauded. But as more and more SaaS organizations realize, the actual value of a new customer isn’t tied to that initial sales number at all but spread out across the customer’s entire lifecycle at an organization. Higher returns in the long term. are managed in some part by CSMs.

Upselling 75

Upselling SaaS Sales Metrics 75

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. Colin Taylor, CEO at Taylor Reach Group. He also sits on the board of Directors for CSPN.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

TeamSupport

MAY 11, 2021

That’s how TeamSupport CEO Pete Khanna and ProfitSword VP of Sales and Marketing Paul Bennie began their speaking session at the recent TSIA Interact annual conference. We’re all very focused on metrics related to the Marketing pipeline (number of MQLs, return on our paid search investment, cost-per-lead, etc.). What did they mean ?

B2B 98

B2B Upselling Metrics Education 98

ClientSuccess

JULY 5, 2017

5 Common Success Post-Sales Pitfalls. In order to make sure your CSMs are prepared, take a look at these common post-sales pitfalls, strategies for success, and best practices at every point of the post-sales customer lifecycle to ensure critical issues don’t slip through the cracks. The Sales Handoff Strategy.

Sales 40

Sales Upselling Best practices SaaS 40

Beyond Philosophy

NOVEMBER 10, 2014

The short version is that a study by the CFI group tracked the share prices of the leaders of the American Customer Satisfaction Index (ACSI) and the leaders National Customer Satisfaction Index, UK (NCSI) versus the broader markets. Your existing customers are far easier to upsell.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Totango

JUNE 17, 2021

Sales funnel stages. However, audience segmentation is geared towards audiences segmented from a marketing and sales perspective. It can be used for marketing and sales interactions with your customers, in which case it is essentially similar to audience segmentation. Onboarding progress. Feature adoption. Renewal status.

B2B 71

B2B Accountability Journey mapping Sales 71

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. By educating customers on critical features relevant to their needs, your team empowers them to move forward in their journey while also boosting product usage metrics.

Accountability 65

Accountability Management Upselling Education 65

ChurnZero

SEPTEMBER 22, 2020

The question of whether Customer Success should own the renewal, expansion and upsell is one of the most debated topics in CS. Mike Davis, VP of Sales , TaskRay . Partners with Product through the stages of group development (Forming, Storming, Norming, Performing) . Speakers include: . Customer Success Around the Web.

Management 93

Management Upselling Metrics Marketing 93

JustCall

APRIL 3, 2023

This includes tracking usage metrics and identifying areas where the customer can benefit from additional features or services. Renewals and upsells : Another important area of responsibility for the customer success team is driving customer renewals and identifying opportunities for upsells.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

Calltools

MAY 27, 2020

Call scoring is like an NFL game, where your sales agents are players and you’re the coach. Call scoring lets you manage standards for customer service and sales reps in your organization. Making enough sales based on internal criteria/previous performance standards. Following through on sales opportunities.

Coaching 52

Coaching Government Scripts Metrics 52

Nicereply

JUNE 20, 2023

The SaaS model has blurred the lines between marketing, sales, conversion, on-boarding, training, support,and retention. Roles with similar titles have vastly different responsibilities , deliverables, and metrics in the market. Does the candidate understand their customers, both internal and external, and how they service both groups?

Customer Experience 86

Customer Experience SaaS Construction Morale 86

JustCall

APRIL 5, 2023

Segmenting your customers will also help you experiement with various strategies for each group, and come up with a solution that is best for that group. This team: Promotes products Builds customer relationships Communicates customer needs to the sales and marketing teams 5.Developing

Management 52

Management CRM Analytics Customer retention 52

ChurnZero

OCTOBER 1, 2022

Why is it that the need for operations in marketing and sales is never questioned, yet Customer Success isn’t given the same allowance? Q: Should CSM roles close upsell deals? Are they a very expensive support organization or are they a very cheap sales organization? Organizations invest in MQL and SQL processes without fail.

B2C 97

B2C Upselling B2B Accountability 97

Education Services Group

MARCH 23, 2022

How do you tie your team to a meaningful revenue metric if you don’t? This model encourages team collaboration, information sharing, and group problem-solving. This compensation model comes from sales organizations, and it’s the traditional approach to incentivizing up-selling, cross-selling, and renewal sales.

Metrics 52

Metrics Upselling Sales Accountability 52

Totango

MAY 14, 2019

You’ll also need to use different metrics for each stage of the customer journey, including different KPIs for onboarding , escalation , adoption , and renewal. This metric is about measuring how well your product meets customer expectations. Next, look at your customers’ goals. What are they trying to achieve with your product?

Metrics 93

Metrics Surveys Upselling Advertising 93

CSM Practice

SEPTEMBER 28, 2020

For example, when I first started at Gimbal , we had a small group of big box customers using our solution primarily in their innovation labs. The challenge here was to show enough value to hit key metrics someone in the labs group would find of value while hunting for use cases for our solution on a company-wide scale.

Management 52

Management Upselling Engineering SaaS 52

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. Whether it be through surveys, focus groups, or even social media, businesses have access to valuable feedback on their products and services. How often do you buy travel tickets?

Surveys 83

Surveys Feedback Banking Best practices 83

GetFeedback

MAY 9, 2019

Stage 4 —O perationalize: You begin to re-design your company’s operational processes based on customer insight and other customer experience metrics. Regardless of your company size, there must be a cross-functional group of leaders assigned the task to ensure your CX program is implemented properly.

Customer Experience 134

Customer Experience Metrics Journey mapping Feedback 134

CustomerSuccessBox

NOVEMBER 19, 2018

We hear a lot in Customer Success about Voice of the Customer (VOC) but Debbi Stanley, CFRE , Vice-President of Sales & Customer Success, Rallybound feels there is a more important term – VOD or Valley of Death. Assume your sales has just sold a SaaS software to a customer and you are waiting for the implementation to begin.

SaaS 72

SaaS Metrics Benchmark Upselling 72

Fonolo

JULY 5, 2023

How they approach upselling opportunities Upselling is something that all your customer-facing employees should be doing — not just sales. And the customer journey doesn’t end when you make the sale; your level of service post-sale is as (if not more) important than pre-sale.

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

Hodusoft

OCTOBER 19, 2022

If the caller falls in the age group of 25-30 and doesn’t have any retirement scheme, the agent can recommend the customer to open a PF (provident fund) account. Gains trust through enhanced security and privacy Modern customers have trust issues as they are bothered every now and then by irrelevant sales calls.

Contact center software 52

Contact center software Contact Center Finance Abandon rate 52

Taylor Reach Group

MARCH 10, 2020

Or maybe, the company wants to develop a CX strategy but sales, new product launches, etc. The sales rep returned with them as well as 5 other similar style boots in my size. While we can have a great experience on the buying side, we’ve all had the experience of buying something only to discover it is on sale a few weeks later.

Customer Experience 123

Customer Experience Journey mapping Customer retention Call Center 123

Totango

AUGUST 18, 2022

It also promotes higher product usage, increases the likelihood of upselling purchases and encourages customers to become enthusiastic brand advocates. Tracking this metric can help your customer success team identify when individual customers need help completing onboarding.

Journey mapping 93

Journey mapping SaaS Upselling Enterprise 93

CSM Practice

MAY 22, 2022

You see, this is a repeatable process that starts post-sales. This is the point at which the customer transitions from hearing about all of the promises made during the sales cycle, to actually experiencing them. This strategy aims at targeted onboaarding by creating segments or customer groups. . Onboarding.

Brand ambassadors 59

Brand ambassadors SaaS B2B Customer retention 59

Influitive

OCTOBER 30, 2015

In this video interview with Chandar Pattabhiram , Group VP of Product and Corporate Marketing at Marketo, you’ll find out how the next generation of CMOs can leverage marketing technology to move away from mass marketing techniques and get back to building 1:1 relationships—in a way that is measurable and scalable.

Marketing 79

Marketing B2B B2C Upselling 79

CSM Magazine

MARCH 3, 2020

Through such information, they can call top users into their focus groups. They can utilize the indicators built into the software to establish customer health, usage, and other metrics to ensure proper service for the customer. The sales team in an organization is yet another team that benefits from the customer success software.

Finance 52

Finance Upselling Sales Feedback 52

ProProfs Blog

DECEMBER 11, 2020

There are multiple customer satisfaction metrics that your business can use to get answers to questions like “Is my customer satisfied?” Customer satisfaction metrics help you back your customer-centric mindset and identify areas (both positive and negative) responsible for leaving an impact on the overall brand experience.

Metrics 148

Metrics Abandon rate Surveys Feedback 148

Amity

SEPTEMBER 7, 2016

With 20,000 customers worldwide, HubSpot is the world’s leading inbound marketing and sales platform, transforming the way businesses attract, engage, and delight customers. We really want to help companies transform the way they do marketing and sales. Let’s use our corporate group as an example.

Metrics 0

Metrics Upselling Accountability Customer retention 0

GetFeedback

JANUARY 28, 2019

Every group of customers will have a different experience with your company depending on when they signed up, and who they are. A cohort can be any group of people that share similar characteristics, but in software, it’s typical to create cohorts based on the month they signed up. Let’s take a closer look at what this entails.

Surveys 98

Surveys CRM Upselling Analytics 98

ChurnZero

APRIL 26, 2019

A successful HR manager leverages metrics to forecast, track and report on new employee onboarding. As a Customer Success leader, metrics are nothing new – they dictate the long-term goals and performance of your team. Even if you lack an HR team, consider what metrics can be applied to a newly onboarded employee.

Coaching 58

Coaching Metrics Upselling SaaS 58

Lumoa

JULY 10, 2018

As a business leader you are extremely familiar with numeric metrics – most likely your targets are around revenue growth and profitability. There are lot of research and studies about the relationship between financial metrics and customer experience metrics. I will first outline what is generally known. Not necessarily.

Customer Experience 121

Customer Experience Metrics Banking Feedback 121

OctopusTech

MARCH 28, 2022

A Customer Success Team is a group of trained people that includes Customer Success Managers (CSMs) and operators who provide customer support services such as checking smooth functioning of the onboarding process, delivering detailed information about products to customers, resolving customer issues, and many more. Conclusion.

Feedback 62

Feedback Surveys Upselling outsourcing 62

Amity

APRIL 3, 2017

As with anything, you need to look at what’s right for your business, team, and customer base, but here are some core metrics and data points that if you are not already tracking, you should be! As you are about to get a lot of metrics thrown at you, I have broken this out into three buckets: The obvious. The kind of obvious.

Upselling 70

Upselling Metrics Feedback Accountability 70

TeamSupport

AUGUST 16, 2019

But how do you connect these with traditional customer support metrics such as total number of tickets and average ticket close time? 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

Transparent BPO

JUNE 19, 2019

Along with the cost of recurring revenue each year, there’s the potential for loss of upsell opportunities. Before you throw your hands in the air and accuse us of turning this post into a sales pitch, please hear me out. That’s why we train our agents not to concentrate on metrics alone but also on behaviors.

outsourcing 95

outsourcing Call Center Contact Center Customer retention 95

RapportBoost

DECEMBER 26, 2018

Live chat is growing in use–especially among millennial customers–and chat communications can be optimized using machine learning in order to improve engagement, reduce cost and grow sales. I prefer to focus first on sales opportunities because there is often low hanging fruit, and because sales is more fun.

Benchmark 40

Benchmark Contact Center Chatbots Metrics 40

SmartKarrot

JUNE 9, 2022

Create accountability across customer-facing teams by developing appropriate metrics and coordinating compensation and promotions with these metrics. Ensure their teams deliver efficiently in alignment with key partners in Sales, Product, and Engineering. Work closely with sales to ensure a smooth onboarding process.

Upselling 19

Upselling Engineering Technical Support Metrics 19