CSM Practice

MAY 13, 2020

CSM Practice conducted a weekly survey to observe potential improvements with how the crisis impacted SaaS companies and customer success management teams. We have compiled the results of our 4-week survey. Our COVID-19 survey also focused on uncovering SaaS companies’ plans for returning to working in the office.

SaaS 83

SaaS Surveys Upselling Customer retention 83

ShepHyken

SEPTEMBER 7, 2023

A customer success platform for managing interactions in a single space. Account management Offer workshops on relationship-building, active listening, and consultative selling for identifying upsell or cross-sell opportunities. Encourage shadowing experienced account managers who can disseminate their best tips and tricks.

Customer centricity 338

Customer centricity B2C Feedback Upselling 338

OctopusTech

JULY 21, 2023

In this data-driven era, customer data management is highly important than anything else for companies and they are constantly gathering a huge amount of customer information and details. However, without any appropriate strategies for customer master data management, this wealth of information will always be unused.

Best practices 62

Best practices Management Upselling Sales 62

ShepHyken

NOVEMBER 15, 2023

Don’t use all your VoC tools at once Every VoC program requires a diverse and high-quality data set to be of use, drawn from all the usual surveys, focus groups, interviews, and review analysis, as well as passive VoC methods, such as website behavior data. Read Shep’s latest Forbes article: Are Your Customers Happy … Or Not?

Morale 147

Morale Feedback Upselling Surveys 147

Pointillist

MARCH 22, 2018

JetBlue has in the past made as much as an additional $140million in revenue through its upsell program called ‘Even More Space.’. There are many such examples of B2C and B2B companies that are using upsell and cross-sell opportunities to generate profits. In this post, I take a detailed look at: What is upsell and cross-sell?

Upselling 71

Upselling Analytics B2B B2C 71

ChurnZero

MAY 25, 2023

For example, survey research shows about half (50.2%) of all CS teams surveyed are directly responsible for customer renewals. While renewals are a central aspect of CS work, many Customer Success Managers (CSMs) have a mandate for upsells. This metric focuses on renewal and excludes upsells and downsells.

Upselling 97

Upselling Metrics Surveys Accountability 97

Quality Contact Solutions

MARCH 25, 2021

is pleased to announce that Erin Langenberg has joined the organization as Implementation and Quality Assurance Manager. Langenberg is responsible for project management of all new outsource telemarketing and call center program implementations, including planning, organization, staff forecasting, technology design and client coordination.

Telemarketing 98

Telemarketing outsourcing Management B2C 98

GetFeedback

JANUARY 28, 2019

The results from Net Promoter Score (NPS) surveys are the most underutilized tool in business. Okay, it’s a bold statement, but the potential locked up inside your NPS survey results is huge. Here are 5 ways to turn your NPS survey results into actionable insight. Combine NPS survey results with your CRM.

Surveys 98

Surveys CRM Upselling Analytics 98

ThriveableBiz

FEBRUARY 27, 2022

It's easy to throw together surveys, but what damage is that doing your business? I've seen some shocking surveys from businesses. You're sending a survey to your customers because you need feedback. How many times have you received an email asking you to participate in a survey? As cold as ice and all about them.

Surveys 52

Surveys Feedback Sales Marketing 52

CustomerSuccessBox

MAY 16, 2022

And this is where Customer Success management software comes to your rescue. A customer success manager needs to have some predictive data in order to take proactive actions to act upon the warning signals. What is a Customer Success Management Software? However, this is easily manageable. Here’s how-.

Management 52

Management Upselling SaaS Accountability 52

Totango

APRIL 5, 2022

NPS software helps you conduct NPS surveys, analyze their results, and put the information to use. It can make your NPS surveys more efficient by performing a number of functions, such as: Segmenting your respondents based on criteria you select so you can zero in on a particular part of your customer base. Branding your survey.

Upselling 102

Upselling Surveys Analytics Customer retention 102

Playvox

AUGUST 25, 2021

More than just a cost center, modern customer experience organizations are now responsible for support, as well as customer acquisition, retention, cross-selling, and upselling. In a recent Global Human Capital Trends survey, respondents ranked employee well-being in the top three priorities for work transformation.

Management 57

Management Agent burnout Contact Center Coaching 57

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

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

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

Customer Guru

AUGUST 1, 2018

Are you adding NPS as just another question in your customer satisfaction survey? Measuring NPS by asking the ‘Ultimate question’ is a good start, however, when an organisation sets out to implement it as a measure of customer loyalty, it should be especially wary of considering it as just another question in the feedback survey.

Feedback 90

Feedback Surveys Metrics Upselling 90

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

ChurnZero

JANUARY 26, 2021

A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. The range of responsibilities of Customer Success Managers (CSM) in the industry is dizzying. The range of responsibilities of Customer Success Managers (CSM) in the industry is dizzying. Linda Hale, HR Manager (East).

Management 98

Management Chief Customer Officer Upselling SaaS 98

CustomerSuccessBox

MARCH 10, 2022

There is a need for managing brand loyalty to the clients and that’s why you need a client success manager. Also called as a client service manager! Roles and responsibilities of a Client Success Manager. Suggested Read : Responsibilities of a Customer Success Manager. Resolve their issues.

Management 52

Management Customer retention SaaS Customer advocacy 52

Lumoa

APRIL 28, 2024

Customer experience platforms make it possible to manage all the customer data in one platform and reach out to them when they need it. You can even find opportunities for cross-selling, upselling, or personalized promotions by using real-time insights and trends generated by AI.

Feedback 83

Feedback Consulting Consulting Enterprise 83

Totango

NOVEMBER 23, 2021

There are some common symptoms that your current system is no longer up to the task of managing your customer’s success needs. This is because CRM tools are designed to manage customer relationship data, not customer success outcomes. Customer success tools can help you with sales, but they go beyond sales management.

Upselling 92

Upselling CRM Revenue potential Feedback 92

ShepHyken

JANUARY 14, 2022

If you take the time to complete a post-call survey with your bank and note that you like speaking directly with a person versus an automated system and your bank continues to make you jump through IVR hoops, will that lead to satisfaction or frustration? In fact, without it, the technology you implement will work against you. .

Banking 177

Banking Engineering Upselling Interactive Voice Response 177

Lumoa

APRIL 4, 2023

Loyalty’s main benefit is the opportunity to upsell. Adding upsells to your business’s offerings can significantly increase revenue by 10-30%. On average, upselling generates 70-95% of a company’s revenue. On average, upselling generates 70-95% of a company’s revenue.

Upselling 83

Upselling Feedback Personalization Chatbots 83

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

There are several ways you can bridge this gap: Conduct surveys, gather feedback, or analyze their reviews. To access real-time data, integrate customer service platforms, such as CRM, order management, or inventory. Develop guidelines or directions designed to help employees when it comes to introducing cross-selling and upselling.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

Totango

AUGUST 16, 2022

Here’s our guide to today’s best customer retention management software. Then, we’ll offer some tips for using your customer retention management system to meet your customer success goals for each stage of your client’s lifecycle. Identifying customers in the market for upsell offers and referral invitations.

Customer retention 100

Customer retention Upselling CRM SaaS 100

CustomerSuccessBox

MARCH 31, 2022

With the tremendous growth in the SaaS industry, the job role of a Customer Success Manager (CSM) has become one of the most promising careers! In this highly competitive SaaS market, it is the customer success manager who elevates the company’s growth. Being a great customer success manager is not that easy!

Management 52

Management SaaS Accountability Upselling 52

CCNG

OCTOBER 19, 2022

Martech Alliance, 2021) Nearly half (48%) of survey respondents said the customer experience they deliver falls below or significantly below their customers’ expectations. Gartner, 2022) CX programs that exceed management expectations are 2.3 Forrester, 2016) The average email survey response rate is 24%. (Acquia, 2019) 78.5%

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Lumoa

JANUARY 31, 2023

Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing, and acting on customer feedback, you’ll be able to improve customer experience altogether. In This Article: Why do you need Customer Experience Management?

Customer Experience 176

Customer Experience Customer centricity Metrics Feedback 176

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

PeopleMetrics

MAY 16, 2018

To comply with ISO 9001, thus do business in your industry, you are required to run an annual customer satisfaction survey. Many companies will conduct an annual survey just to “check the box” around ISO 9001 certification. This is where having an end-to-end Customer Experience Management (CEM) software platform comes in.

Surveys 48

Surveys Customer Experience Finance APIs 48

Totango

NOVEMBER 3, 2021

However, the value of NPS surveys depends on how you go about conducting them as well as what you do with the data you collect. Here we’ll cover some best practices for getting the most out of your NPS surveys. In the process, we’ll look at how technology can help you optimize the results you get from using NPS surveys.

Best practices 97

Best practices Surveys Upselling Journey mapping 97

Totango

NOVEMBER 3, 2021

However, the value of NPS surveys depends on how you go about conducting them as well as what you do with the data you collect. Here we’ll cover some best practices for getting the most out of your NPS surveys. In the process, we’ll look at how technology can help you optimize the results you get from using NPS surveys.

Best practices 96

Best practices Surveys Upselling Journey mapping 96

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. Performing market research and customer surveys It plays an essential role in performing market research and customer surveys. Almost 55.3%

Customer retention 62

Customer retention Call Center Upselling outsourcing 62

Totango

NOVEMBER 3, 2021

However, the value of NPS surveys depends on how you go about conducting them as well as what you do with the data you collect. Here we’ll cover some best practices for getting the most out of your NPS surveys. In the process, we’ll look at how technology can help you optimize the results you get from using NPS surveys.

Best practices 94

Best practices Surveys Upselling Journey mapping 94

Totango

JULY 19, 2021

Be sure you look for the skills and qualities that will allow a customer success manager (CSM) to truly connect with customers. Next, you’ll need an onboarding specialist, or provide training for your CSMs so they can manage the entire customer journey. You’ll also need to know how many managers you need for these teams.

Upselling 123

Upselling Feedback Surveys Customer advocacy 123

TechSee

FEBRUARY 16, 2021

This is underlined by a January 2021 survey , where 65% of U.S. According to a Gartner survey, 19% of service companies already offer these kinds of outcome-based contracts, and another 26% expect to do so within 12 months. consumers reported requiring technician assistance during the current pandemic.

outsourcing 109

outsourcing Upselling Surveys Technical Support 109