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

ShepHyken

NOVEMBER 15, 2023

But the truth is everybody in CX has this colleague – it’s the customer. Earlier this year, CX Network’s Global State research found that 29% of practitioners are not actioning customer feedback at present. Your customers already know everything your CX strategy needs to achieve – it’s time to get them involved!

Morale 145

Morale Feedback Upselling Surveys 145

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

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. So, when the time comes for that renewal or upsell, you have built the relation to bring it up without any awkwardness. Should customer success managers travel?

Management 115

Management SaaS Upselling Accountability 115

ChurnZero

FEBRUARY 23, 2023

Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. What is customer lifecycle management in plain English? The customer lifecycle is straightforward.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. What is customer lifecycle management in plain English? The customer lifecycle is straightforward.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

TechSee

MARCH 21, 2024

However, the installation process for fiber optic services, particularly for residential customers, often presents significant challenges. Low-Code Management: Our platform allows easy customization and optimization of the installation flow, ensuring it can be adapted to any service provider’s needs.

Self service 124

Self service APIs Upselling Contact Center 124

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

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

Amity

SEPTEMBER 19, 2016

The same theory applies for your first Customer Success Managers interview. These will be key internal partners that the Customer Success Manager has to work closely with. These will be key internal partners that the Customer Success Manager has to work closely with. You (the hiring manager) are looking for proactive thinkers.

Management 0

Management Construction Upselling SaaS 0

CustomerSuccessBox

FEBRUARY 14, 2019

The searches for the keyword ‘ Role of a Customer Success Manager ’ have been increasing since the last few years. As companies around the world are getting aware of the importance of Customer Success, the demand for seasoned Customer Success Managers (CSMs) is also increasing exponentially. Create upsell opportunities.

Management 67

Management Upselling SaaS Sales 67

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

Amity

JANUARY 11, 2018

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. But what exactly are these psychological triggers? Don’t be pushy.

Management 88

Management Upselling Analytics Personalization 88

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

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

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

Totango

JULY 5, 2022

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. By utilizing a customer success software, you will be able to have deeper insight into your customers’ businesses and recognize when upsell opportunities present themselves.

Upselling 97

Upselling Accountability CRM Best practices 97

Andrew Mcfarland

SEPTEMBER 24, 2022

Before you jump from sales to project management, there are some things you should know. You should know that you will manage a client’s financials and other details. This is critical since many sales teams find their financials a complete mess when they hand the account over to project management.

Sales 48

Sales Management Construction Upselling 48

Fonolo

APRIL 6, 2021

The “FAB” formula , which stands for “Features, Advantages and Benefits” helps your associates to easily remember how to present each product to customers. The FAB formula is a technique that can helps your agents and associates remember how to present each product to customers. Upsell products that match a customer’s need.

Best practices 126

Best practices Customer Service Upselling Sales 126

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

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

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

Totango

NOVEMBER 27, 2023

This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams. When customers achieve their goals, businesses will see more subscription renewals and expansion revenue from upsell and cross-sell opportunities.

B2B 91

B2B CRM Enterprise Upselling 91

CSM Practice

MARCH 18, 2019

There has been a considerable rise in the volume of Customer Success Manager jobs in the marketplace, CSM’s are becoming an integral part of extraordinary client experience. Problem is, role in CSM is relatively new and finding the right candidate for the job can certainly frustrate the hiring manager. Tip 1: Productivity.

Management 49

Management Upselling Coaching Accountability 49

DMG Consulting

AUGUST 10, 2023

These capabilities can help agents enhance and grow relationships with customers by suggesting upsells or new products. Knowledge about the customer and their preferences can be retrieved and incorporated through integrations with a customer relationship management (CRM) solution or other servicing system.

Upselling 48

Upselling Scripts Average Handle Time Coaching 48

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

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 82

B2B SaaS Education Brand ambassadors 82

ChurnZero

SEPTEMBER 14, 2021

When asked to sell to customers, Customer Success Managers (CSMs) are often scared of coming off as too pushy or getting a “no.” If your customer can benefit from a product upgrade or feature upsell, then it’s your duty to make your customer aware of the opportunity. Should Customer Success own the renewal and/or upsell?

Sales 94

Sales Upselling Morale SaaS 94

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

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

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 99

Best practices B2B Journey mapping Upselling 99

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

TechSee

JUNE 1, 2021

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. . Brand Pain Point #2: Missed opportunities to drive revenue via upsells. In addition, customers diverting to external sites means loss of site traffic and potential upsells.

Customer Service 109

Customer Service Upselling outsourcing Self service 109

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

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. Customer success manager roles The CSM role is becoming more strategic, with increased responsibility for driving revenue.

Education 52

Education Upselling Consulting Consulting 52

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

Netomi

FEBRUARY 21, 2024

Chatbots are at the forefront of the hospitality industry, from managing bookings to handling customer queries and providing personalized recommendations. Post-departure, they assist in gathering feedback, managing follow-ups, and maintaining engagement, which is vital for customer retention. Chatbots are more than a passing trend.

Chatbots 40

Chatbots Upselling Feedback Personalization 40