CSM Magazine

OCTOBER 25, 2023

An empowered and well-trained retail staff team is key to an unparalleled shopping experience. Key Components of Effective Customer Service Training The human interaction that a retail store can offer is a huge advantage. However, a badly trained and disinterested staff team can quickly switch this advantage around.

Customer Service 52

Customer Service CRM Upselling Feedback 52

Monet Software

JANUARY 31, 2018

Here are three tips on how agents can pull off a successful upsell. Don’t just follow the script Many contact centers have upsell opportunities built into their scripts, which are typically deployed just prior to the end of the call: “Before we go, can I interest you in our new Super Widget 9000?” Again – opportunity is knocking.

Upselling 48

Upselling Scripts Contact Center Analytics 48

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

Fonolo

MARCH 28, 2023

Customer experience managers in the contact center have never mattered more. Excellent customer experience is a must and should never be overlooked. If you’re considering a career as a customer experience manager for a contact center, this blog post will guide you on how to get there.

Customer Experience 81

Customer Experience Management Contact Center Call Center 81

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

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

Babelforce

SEPTEMBER 15, 2021

To be fully effective, agents need your support; implementing a solid call center training program will equip your team with everything they need to handle conversations effectively. Here are 13 tips to give your call center training program a boost. 13 Call Center Training Tips. #1 1 Start training early.

Call Center 102

Call Center Scripts Contact Center Airlines 102

ChaseData

JANUARY 18, 2019

Are your agents well-versed in upselling and cross-selling techniques? Why would you train your agents to cross-sell and upsell when consumers don’t respond to these techniques anymore? If not, you may offer the excuse that they don’t need to be – it’s 2019, after all!

Upselling 53

Upselling Call Center Sales Management 53

Ann Michaels and Associates

APRIL 17, 2019

Upselling and cross-selling are both beneficial for any industry for one simple reason: more revenue. When you can convince your customer that your suggestions are for their benefit, then you can master the art of upselling and cross-selling. Keep reading to learn how to use upselling and cross-selling to your advantage.

Upselling 40

Upselling Coaching Feedback Sales 40

Balto

JUNE 12, 2023

The top tools used were agent training (46.65%), Customer Relationship Management (CRM) tools (42.68%), and knowledge bases (36.48%), and bringing up the rear were none of the above (5.71%), and gamification tools (9.43%). How can agent training act as a lever to drive positive outcomes for your contact center?

Contact Center 52

Contact Center Coaching Gamification Upselling 52

ShepHyken

AUGUST 24, 2021

Managing Customer Success. – Around 30% of customers who want to cancel a service can be recovered if companies take time to have a conversation with them to uncover why they want to cancel and what can be done (such as discounts or product training) to continue the relationship. Preventing Customer Churn.

SaaS 348

SaaS Upselling Customer retention Feedback 348

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

CustomerSuccessBox

MARCH 10, 2022

The role and responsibilities of these two separate operations-“ Client Service Manager ” and “ Client Engagement Manager ”-differ. Who is a client service manager? How to become a client service manager? This role expects a candidate with a bachelor’s degree in accounting or business management to get selected.

Management 52

Management Upselling B2B Sales 52

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

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. Finally, IT management will determine how the new application will affect their valuable resources. the level of financial return.

Management 98

Management Construction Upselling Metrics 98

Outsource Consultants

MARCH 29, 2021

But not all outsource call center partnerships are created equal — and they all require management. Don’t waste time pairing conflicting KPIs, such as setting a lower agent AHT goal with increased upsell targets. By nature, upselling requires time for agents to explain the benefits of your brand’s products.

Management 76

Management Calibration Call Center Average Handle Time 76

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. By knowing how often these requests arise, we can improve our product, service and training to be able to say “Yes” to more customers in the future.

Upselling 83

Upselling Contact Center Engineering Banking 83

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

ClientSuccess

MARCH 2, 2021

This is especially true for Account Executives and Customer Success Managers – two roles that work extremely close with customers (and each other) and tend to be rolled into one when thinking about customer account management . Here are three important differences between CSMs and AEs: 1.

Accountability 62

Accountability Management Upselling SaaS 62

aircall

FEBRUARY 1, 2021

Have you ever looked at a high-performing sales team and wondered what kind of sales team training empowered them to be the best? spend over $70 billion on sales training every year. As you develop your sales team training program, you’ll need to have a good understanding of the purpose and goals of the training.

Best practices 62

Best practices Sales Call Center Coaching 62

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

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

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

CustomerSuccessBox

MAY 31, 2022

Isn’t the term Customer Success Manager (CSM) self-explanatory? This blog tells you about the types of Customer Success Managers based on their role as an individual. Types of Customer Success Managers. And cumulatively called a “Customer Success Manager.” Relationship Manager. ” Trainer.

Management 52

Management Sales Upselling SaaS 52

CSM Magazine

DECEMBER 13, 2023

To access real-time data, integrate customer service platforms, such as CRM, order management, or inventory. To improve work conditions and employee engagement and development, here are some things to do to keep your agents from leaving: Implement an effective onboarding program to make sure that new employees are well-trained.

Customer Service 52

Customer Service Upselling CRM Employee engagement 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

Amity

FEBRUARY 4, 2018

Careers in Customer Success Management are on the rise globally. With the field of Customer Success Management evolving so quickly, it only makes sense that compensation structures get more intricate and precise over time. A non-variable compensation plan does, however, indicate a few things. Variable Compensation. Commission.

Management 72

Management Upselling Customer centricity 72

Quality Contact Solutions

NOVEMBER 10, 2022

Existing Customer Upsell/Cross-sell Upselling and cross-selling to existing customers are proven ways to increase average order or contract size and should be essential components of all sales strategies. Prior to joining QCS, she managed the marketing for a construction company serving customers in Alabama and Florida.

call center solutions 98

call center solutions Call Center Telemarketing B2C 98

CSM Magazine

JULY 28, 2021

This is where company management processes come in. However, expense management is difficult and the chances of human error are astronomical. This is why most businesses today rely on expense management software to streamline and automate their accounting process. Financial Processes. Human Resources Processes. Redundancy.

Management 52

Management Finance Upselling Accountability 52

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

Education Services Group

NOVEMBER 25, 2019

Instead, they’re simply “rebranding” their Account Managers as Customer Success Managers with little to no training or transition. Though both AMs and CSMs have a post-sales role, and AMs often make excellent CSMs with the proper change management and training, the two practices are certainly far from synonymous.

Accountability 59

Accountability Management Upselling Sales 59

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

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

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

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

JustCall

OCTOBER 19, 2023

They provide a great opportunity to cross-sell and upsell as well. It makes call management easier by assigning a priority and then identifying the right agent for that call. Streamlined Routing Call center management software that enables call tagging ensures that calls are routed to the right agents from the start.

Call Center 52

Call Center Upselling CRM Best practices 52