ChurnZero

SEPTEMBER 8, 2021

A year has gone by since the COVID-19 pandemic shuttered doors to in-person conferences, and the industry responded accordingly by converting most live events into virtual experiences. In response, some organizations have slatted in-person events for the tail end of 2021. . SaaStr Annual 2021 – September 27-29, 2021 San Mateo, CA.

Personalization 95

Personalization SaaS Upselling B2B 95

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 98

Management Upselling SaaS Education 98

CSM Magazine

MARCH 13, 2024

That’s where customer success management (CSM) comes in. In this article, we’re going to explore how you can supercharge your branding efforts by leveraging the power of customer success management. Personalizing the Experience Another way CSM boosts branding is by personalizing the customer experience.

Management 52

Management Upselling Marketing Sales 52

Totango

APRIL 16, 2021

Personalized customer engagement promotes more active use of your product and stronger relationships with your brand. Personalization builds customer trust in your brand, strengthening your relationship. This lays the groundwork for subscription renewals and upsell opportunities. Why Use Personalized Customer Engagement?

Personalization 69

Personalization Upselling Benchmark SaaS 69

SharpenCX

FEBRUARY 24, 2023

A study by Walker found that 80% of consumers expected personalized customer service from businesses across all sectors – and they’re willing to pay more for it, too. In today’s digital age, you can no longer afford NOT to provide personalized experiences for your customers. Make use of technology. Don’t forget about your team.

Banking 76

Banking Personalization Customer Experience Chatbots 76

Solvvy

JUNE 17, 2021

Personalization and automation seem to be diametrically opposed. Consumers expect a personalized experience, but they also expect immediacy and accurate responses that can only be achieved with automation. When it comes to automated, personalized support, reading subscription service Scribd knocks it out of the park.

Personalization 71

Personalization Customer Experience Chatbots Upselling 71

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. Here we’ve identified the 13 most essential qualities to consider when hiring a CS manager. What Is a Customer Success Manager (CSM)? What Is a Customer Success Manager (CSM)?

Management 91

Management Upselling Coaching Best practices 91

Totango

JULY 28, 2021

Following best practices for hiring a customer success manager can make a critical difference in the quality of your customer relationships. Customer success managers serve as the face of your company in dealing with clients, playing a key role in ensuring satisfying experiences of your brand. What Is a Customer Success Manager?

Best practices 118

Best practices Management Brand ambassadors Upselling 118

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

ChurnZero

SEPTEMBER 8, 2021

A year has gone by since the COVID-19 pandemic shuttered doors to in-person conferences, and the industry responded accordingly by converting most live events into virtual experiences. In response, some organizations have slatted in-person events for the tail end of 2021. . SaaStr Annual 2021 – September 27-29, 2021 San Mateo, CA.

Personalization 52

Personalization SaaS Upselling B2B 52

Cincom

AUGUST 19, 2021

When it comes to evaluating a new Customer Communications Management (CCM) application , IT management should consider three key areas: support of key business outcomes, the impact on IT and. In addition, the ability to personalize and execute more campaigns should result in increased sales. the level of financial return.

Management 98

Management Construction Upselling Metrics 98

Ann Michaels and Associates

JULY 31, 2018

The latter includes learning about the customer and making customized suggestions, while the former lacks any personalization whatsoever. There is typically an opportunity to upsell and when done for the right reasons, customers will be willing to spend more than they initially intended. Here are some findings from the survey: .

Personalization 53

Personalization Upselling Banking Surveys 53

ClientSuccess

SEPTEMBER 3, 2020

In this post, I’ll address the most frequent question I’m asked by customer success leaders—what is the best compensation plan for Customer Success Managers (CSMs)? Compensation Plans for Customer Success Managers (CSMs). There’s wide debate in the customer success discipline regarding the best structure for a CSM compensation plan.

Management 111

Management Upselling Sales Accountability 111

Totango

DECEMBER 21, 2021

Building out customer success manager automation depends on the effective use of email and in-app messaging. We’ll identify six key types of automated messages that every effective customer success manager automation strategy needs to include. Milestone Messaging as a Customer Success Manager Automation Strategy.

Management 106

Management Best practices Upselling Accountability 106

CustomerSuccessBox

MARCH 18, 2020

In a world where work from home is fast becoming the norm, Customer Success Managers have always faced this dilemma – to travel or not to travel to meet their customers. The more responsive and personal you can get with replies, the better the results. Should customer success managers travel? What are your thoughts?

Management 115

Management SaaS Upselling Accountability 115

ProProfs Blog

DECEMBER 16, 2020

To make instant help possible, you’ll need live chat software to manage support during the holidays on your website besides offering phone and email platforms. You will have to come up with strategies that will help your support team manage live chat during the holiday season. 7 Tips to Manage Live Chat During the Holiday Season.

Management 147

Management Chatbots Sales Upselling 147

Totango

JULY 29, 2022

Did you know that 70% of revenue in a subscription-based business comes from existing customer renewals and upsells? In order to ensure renewals and maximize upsell opportunities, it’s important to consistently provide value throughout the entire customer journey. Customer Expansion at its Core .

Upselling 112

Upselling Enterprise Accountability Metrics 112

ShepHyken

NOVEMBER 15, 2023

A colleague who knows which prompts your chatbot needs to address and how much personalization is too much? Cross-functional teams can then take a holistic view of this journey data and, rather than re-design the journey, manage it across the business to realize upsell, cross-sell, and retention opportunities.

Morale 147

Morale Feedback Upselling Surveys 147

Totango

JANUARY 30, 2020

Customer success and account management share common goals: Building customer loyalty and driving growth. Still, considering customer success vs account management reveals some insight into the contributions of both roles. Customer Success vs Account Management: How are They Different?

Accountability 71

Accountability Management Upselling Enterprise 71

ShepHyken

DECEMBER 9, 2022

Customers want to be able to reach a live person when they need assistance. First, make sure that your contact center is easily accessible and that customers can reach a live person when they need assistance. A contact center CRM is a customer relationship management system that’s designed specifically for contact centers.

Sales 310

Sales CRM Contact Center Customer retention 310

CustomerSuccessBox

MARCH 15, 2022

So let’s deep dive into Customer Success, Customer support and Account management. It’s so wrong to presume that it’s the business that takes care of the entire success management but rather it is the dedicated customer success teams that focus to leverage the data-led approach to be proactive in their processes to achieve success.

Accountability 52

Accountability Customer Support Management Upselling 52

CSM Magazine

NOVEMBER 16, 2021

In this day and age, proper organization is key to managing any business, regardless of its scale. While you might have the first two nailed, however, planning is something that a lot of customer service management teams struggle with for obvious reasons. And yes, your customer service team comes under this, too.

Customer Service 52

Customer Service Management Chatbots Upselling 52

Totango

JANUARY 30, 2020

Customer success and account management share common goals: Building customer loyalty and driving growth. Still, considering customer success vs account management reveals some insight into the contributions of both roles. Customer Success vs Account Management: How are They Different?

Accountability 63

Accountability Management Upselling Enterprise 63

ShepHyken

DECEMBER 12, 2017

Shep Hyken Interviews Shannon Bell, Head of Product Management and Strategy at Amdocs. Stats show that customers buy more when the sale is personalized. Create specific promotions based on the personal preferences of your customers, this not only can create an upsell, but customer loyalty. Know Your Customers.

Upselling 202

Upselling Personalization Call Center Sales 202

Totango

MARCH 24, 2020

The digital transformation of business has encouraged customers to seek personalized, on-demand services and products built for their needs. The resulting subscription and SaaS supplier models spread customer lifetime value across repeated cycles of renewal and upsell and give customers the power to walk away if they’re not satisfied.

B2B 59

B2B Management Upselling SaaS 59

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

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

CustomerSuccessBox

JUNE 8, 2022

We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! Check out Irit’s interview where she gives insights into how you can manage churn efficiently. . And so you want to do net retention rate, which is the revenues minus the down-sell minus the churn plus the upsells.

Management 52

Management Upselling Accountability Metrics 52

Amity

AUGUST 30, 2018

Companies that don’t want to miss out on the trend of branding themselves as “customer-centric” might consider repackaging an existing team, like Account Management, as Customer Success. This would be a short-sighted move since Customer Success and Account Management are distinguished by more than just a naming convention.

Accountability 67

Accountability Management Upselling Customer centricity 67

Etech GS

SEPTEMBER 25, 2019

According to Forbes, engagement is the key to effective workforce management. With estimates claiming that only 30% of employees are engaged, managing the workforce becomes a lot more difficult than it used to be. Some managers say prior generations were easier to manage because they were more predictable. Upsell rates.

Call Center 69

Call Center Management call center workforce Average Handle Time 69

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

Outsource Consultants

DECEMBER 21, 2023

For instance, leading BPOs now employ advanced AI-driven analytics to personalize customer interactions, a concept barely conceivable three years ago. By reducing so many back-office tasks, agents can focus their attention on personalized services that grow revenue, such as additional business lines and customer inquiries.

Call Center 67

Call Center Virtual Agent outsourcing Upselling 67

CSM Magazine

OCTOBER 4, 2019

Kate Pioryshkina, Sales Manager at Iflexion takes a close look at how AI is transforming the ecommerce customer experience. Personalization, customer relationship management, and inventory control are some retail elements benefitting from AI today. More Personal Than a Person? Beyond Personalization.

Personalization 40

Personalization Chatbots Engineering Sales 40

Totango

JULY 5, 2022

Effective, personalized, digital communications help build and maintain connections with your customers that can weather any storm. Make the Most of Upsell Opportunities. Make the Most of Upsell Opportunities. Upsells are the result of the growth a customer has enjoyed because of your commitment to delivering lifetime value.

Upselling 98

Upselling Accountability CRM Best practices 98

Back Office Centers

JULY 29, 2021

Managing your product catalog is one of the most difficult part of selling anything online. All this can become really easy if you use Catalog Management Services for your product data to make it less chaotic and inconsistent. Here are some pro tips to improve your Ecommerce Catalog Management: 1.

Management 40

Management B2B Upselling Marketing 40

JustCall

FEBRUARY 28, 2020

Or, Are you looking for an Account Manager job description that can take you through your interview? Well, whether you yourself are going to take up the role of an Account Manager or you are looking out for hiring one. This blog post will give you a complete idea of an Account Manager job description.

Accountability 52

Accountability Management Finance Upselling 52

Amity

JANUARY 11, 2018

All people are different and we all have unique personalities. Customer Success Management is all about understanding the most common psychological triggers and using them to your advantage. They can easily recognize when you are investing all your efforts into upselling and cross-selling. How to handle overwhelmed customers.

Management 88

Management Upselling Analytics Personalization 88