TeamSupport

JUNE 29, 2023

Companies must grasp, understand, and manage customer expectations effectively in order to deliver experiences that meet or exceed them. They present an opportunity to introduce upsells to products, add new features to products, include a subscription plan to further engage them.

Upselling 97

Upselling Metrics Chatbots Customer Support 97

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

Cincom

MAY 8, 2024

Managing sales processes across large organizations is complex. With advanced guided selling, deal management, and configuration capabilities, CPQ enables enterprises to scale sales operations, increase efficiency, and improve customer relationships. Centralized Pricing Management: Pricing data gets consolidated within CPQ.

Enterprise 52

Enterprise Sales CRM Engineering 52

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

CSM Magazine

DECEMBER 13, 2023

To access real-time data, integrate customer service platforms, such as CRM, order management, or inventory. Lack of Cross-Sell and Upsell Capabilities This gap involves using strategies that integrate sales opportunities into customer interactions. Leverage customer data when creating cross-sell upsell recommendations.

Customer Service 52

Customer Service Upselling CRM Employee engagement 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

ChurnZero

MARCH 24, 2023

1: Is NPS a Customer Success metric? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. Here’s why. Value is very hard to measure.

Upselling 98

Upselling Metrics SaaS Sales 98

ChurnZero

MARCH 24, 2023

1: Is NPS a Customer Success metric? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. Here’s why. Value is very hard to measure.

Upselling 97

Upselling Metrics SaaS Sales 97

ClientSuccess

OCTOBER 2, 2019

We often hear the roles of Customer Success Manager (CSM) and Account Manager (AM) used interchangeably. The ultimate difference between a Customer Services Manager and an Account Manager is both in their area of concentration and how each target their customers. . Let’s talk about Account Managers first.

Accountability 47

Accountability Management Upselling SaaS 47

GetFeedback

AUGUST 16, 2018

Here’s a look at the top 11 customer service metrics you should start measuring today. Customer Happiness Metrics. These three metrics correlate with customer loyalty and retention more strongly than support efficiency metrics. At face value, NPS is a pretty simple metric—one score per customer, one overall score.

Metrics 79

Metrics Customer Service Surveys Self service 79

Beyond Philosophy

NOVEMBER 10, 2014

At times (more in the “old days” but every now and then it happens in present times) we’ve literally have been accused of “having religion;” i.e., believing in Customer Experience (CX) without proof and asked to show the value of CX. Your existing customers are far easier to upsell. So, the debate continues.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

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

ClientSuccess

MARCH 8, 2022

This includes the initial sales value, upsells or expansion deals, ad hoc change orders throughout the partnership, and renewal value. CLV matters to customer success teams because although sales reps manage initial deals, many of the post-sales revenue (upsells, expansions, renewals, etc.) are managed in some part by CSMs.

Upselling 75

Upselling SaaS Sales Metrics 75

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

CustomerSuccessBox

MAY 31, 2021

The Customer Success Manager has an integral role in ensuring healthy Customer relationships by evaluating and analysing the customer needs and acting as a customer advocate to promote customer loyalty. With that said, let’s look at the answer to the most fundamental question, as to how many Success managers should a SaaS company really need?

Management 52

Management SaaS Customer advocacy Accountability 52

ChurnZero

JANUARY 25, 2024

CS teams are increasingly involved in the entire customer journey, not only shaping the customer experience but directly influencing revenue outcomes through renewals, upsells, and cross-selling. In 2024, tracking these metrics and demonstrating their impact are essential skills for CS professionals.

Education 52

Education Upselling Consulting Consulting 52

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

CustomerSuccessBox

OCTOBER 5, 2021

The following are the key considerations that you must look at (for improving retention, increase renewals & upsells, etc. Since they differ from firm to firm, tracking every metric out there doesn’t make economical sense. However, the one universal metric is the “Net Retention Rate (NRR)”. Let’s dive right onto it!

Upselling 59

Upselling SaaS Metrics Accountability 59

CustomerSuccessBox

FEBRUARY 2, 2022

Customer success teams work tirelessly to comprehend and manage the impact on their own customers, as well as acquired and mutual customers. From a customer success standpoint, this is quite dangerous since losing a customer success manager, regardless of your rep-to-client ratio, is extremely costly. Drive a gentle upselling process.

Upselling 52

Upselling Education Accountability Engineering 52

CustomerSuccessBox

MAY 30, 2022

*Julie, a Customer Success Manager , with ABC corp (a B2B SaaS firm) is excited about the upcoming annual conference. This scenario precisely presents the “ Watermelon Effect ”. To identify a watermelon customer, the metric that would help you the most is instead the Customer Intent Score. So, how could he possibly be leaving?

Upselling 52

Upselling Calibration Engineering Big data 52

Totango

AUGUST 9, 2022

Sales : Sales teams can use customer segmentation to group prospects and customers based on propensity to buy, potential transaction value and upsell opportunities. This can help teams prioritize high-value opportunities and tailor sales presentations for personalized appeal.

Best practices 101

Best practices B2B Journey mapping Upselling 101

Kapta Customer Success

OCTOBER 2, 2017

The terms Key Account Management and Customer Success are often used interchangeably within organizations. Key Account Management Versus Customer Success. The goals of both Key Account Management and customer success are to retain and build relationships with customers. Relevant Industries.

Accountability 40

Accountability Management B2C Upselling 40

Totango

DECEMBER 3, 2020

CS professionals now attest that their bonus structures are tied to company performance, renewals, net retention, upsells, and account health. . Account Health (Cited by 47% of Respondents): Customer health scores illustrate whether a client is ready for an upsell, at-risk of churning, or anywhere in between.

Upselling 64

Upselling Accountability Enterprise Metrics 64

Totango

APRIL 16, 2021

This lays the groundwork for subscription renewals and upsell opportunities. It’s important to make sure you’re tracking the proper metrics. Digital-first customer success management focuses on helping customers achieve their goals. Usage data may also highlight an upsell opportunity.

Personalization 69

Personalization Upselling Benchmark SaaS 69

Education Services Group

MARCH 23, 2022

How do you tie your team to a meaningful revenue metric if you don’t? They certainly do some CSM work, but they also often find themselves tackling activities like managing new customer onboarding or working on license activations and escalations versus doing proactive work on their named accounts.

Metrics 52

Metrics Upselling Sales Accountability 52

Totango

AUGUST 21, 2020

I would say our challenge isn’t with the actual tool, it would be with how data is presented across the SAP landscape that leads to 80% of the questions and support tickets. How do you manage Customer Success across your ecosystem? Q: How did SAP manage CS prior to the Totango deployment?

Upselling 116

Upselling Accountability Metrics SaaS 116

Nicereply

FEBRUARY 2, 2024

Customer Experience vs. Customer Service vs. Account Management While there are similarities with other customer-facing initiatives, you shouldn’t confuse customer success with other similar terms. To help you make the distinction, here are brief explanations of customer success, customer experience, customer service, and account management.

Education 59

Education Accountability Customer retention Journey mapping 59

ChurnZero

FEBRUARY 26, 2021

Once feedback is organized into themes, appoint a CSM to represent the voice of the customer and present the requests to the Product team on a monthly or quarterly basis. “If For example, Product Managers can share research requests when they want to talk to a customer with pain points related to a feature in review. Matt Kearns, Sr.

Management 59

Management Feedback Sales SaaS 59

Nicereply

JUNE 20, 2023

Roles with similar titles have vastly different responsibilities , deliverables, and metrics in the market. So we also look for ability and evidence of engagement with other disciplines, gaining buy-in, and presenting new ideas. Likewise, you need to understand individual candidates’ CX experience.

Customer Experience 86

Customer Experience SaaS Construction Morale 86

Talkdesk

AUGUST 7, 2017

Ernest is the Group Product Manager of Data & Analytics at Talkdesk and a session host at the Opentalk 2017 in SF. . The origins of customer satisfaction (or CSAT), as a metric, date back to the 1970s — an era in which the business world was much more obsessed with supply chains and pricing than customers or service.

Metrics 40

Metrics Customer Service Upselling Advertising 40

Talkdesk

AUGUST 7, 2017

Ernest is the Group Product Manager of Data & Analytics at Talkdesk and a session host at the Opentalk 2017 in SF. . The origins of customer satisfaction (or CSAT), as a metric, date back to the 1970s — an era in which the business world was much more obsessed with supply chains and pricing than customers or service.

Metrics 40

Metrics Customer Service Upselling Advertising 40

Quiq

AUGUST 24, 2021

eCommerce’s rise has also led to an increase in customer care needs – As more purchases take place online, brands are also facing a sharp escalation in customer care inquiries related to order management and more. Because care’s impact is no longer isolated to metrics like deflection or CSAT.

Self service 74

Self service Customer Care Upselling Customer Support 74

SmartKarrot

MAY 26, 2020

Companies started realizing that there are possibilities of expanding their businesses with existing customers too through upselling and cross-selling. Below are a few important steps you may consider for approaching customers for upselling or cross-selling your products. Know your customers. Wait for the right time. Train your team.

Upselling 10

Upselling SaaS Customer retention Metrics 10

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. Call center agents have a significant and demanding task.

Call Center 52

Call Center Gamification Metrics Upselling 52

Amity

SEPTEMBER 17, 2015

Every department manager will be there—waving stats and metrics of accomplishments and closes—justifying their departments’ existence. If your customer success organization is managing renewals and upsells, you will definitely want to provide accurate reports of renewal stats and upsell revenue. Click To Tweet.

Upselling 72

Upselling SaaS Metrics Sales 72

ChurnZero

JULY 22, 2021

Building on the point above, when determining expansion ownership, you want to quantify the established relationships between a Customer Success Manager or salesperson and the customer. Are your expansion pathways (cross-sells and upsells) more transactional or complex in nature? Customer Success Manager capacity.

Sales 98

Sales Upselling Enterprise SaaS 98

ChurnZero

JANUARY 7, 2020

As the only full-circle RFP management solution for issuers and responders, the platform simplifies the proposal process for businesses around the world. The need to manually search for specific customer metrics meant the team was r eactive rather than proactive. Maintain a pulse on their customer portfolio. The Impact .

Upselling 52

Upselling Consulting Consulting Accountability 52