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. Shep Hyken, Chief Amazement Officer at Shepard Presentations. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

JustCall

AUGUST 7, 2023

It can detect customer intent Benefits: Enhanced customer experience as customers don’t need to explain their issues multiple times Improved efficiency in routing inquiries to the right resources Contrary to popular opinion, conversational AI can accurately understand the customer’s intent. workflow processes, and more.

Sales 52

Sales Chatbots Self service Accountability 52

ShepHyken

MAY 25, 2018

But when they’re in the market for a new product, next-best action guarantees you don’t miss a great chance to upsell just because the customer is interacting in a traditional service channel, like the call-center. For propensity, you use predictive models to calculate how likely a customer is to accept what you present.

Call Center 185

Call Center Customer retention Upselling Advertising 185

ChurnZero

MARCH 24, 2023

So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. In Gabby Wong’s presentation, “ The new ‘C’ in CEO ,” she shares all the places where her company measures NPS. If it’s all about “pipeline” and sales terms, then you need to start worrying.

Upselling 98

Upselling Metrics SaaS Sales 98

ChurnZero

MARCH 24, 2023

So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. In Gabby Wong’s presentation, “ The new ‘C’ in CEO ,” she shares all the places where her company measures NPS. If it’s all about “pipeline” and sales terms, then you need to start worrying.

Upselling 97

Upselling Metrics SaaS Sales 97

Hodusoft

OCTOBER 23, 2020

In the present scenario, there has been a drastic rise in the video conferencing trends through various platforms like Whatsapp, Skype, Facebook messenger, etc. Therefore, as per the present situation, implementing Video chat in call centers is one of the best ways to help customers better and faster as per the need of time.

Contact Center 52

Contact Center Contact center software First call resolution Upselling 52

Education Services Group

MARCH 23, 2022

If this path is something you want to look into, you can check out his presentation on it, Rethinking CSM Incentives. I.e., can we present individual contributors with the account opportunities and data that enable their team’s success? While the video is from 2019, the concepts he discusses still apply today.

Metrics 52

Metrics Upselling Sales Accountability 52

aircall

JULY 25, 2017

Sarah Jezek, iotum’s VP of Sales & Marketing, and Kyle Michaels, Marketing Coordinator, recently outlined how our partnership enables them to consistently impress customers in every corner of the world. “All in all, we’re covered from 2 AM to 7 PM Pacific,” Sarah explained.“Aircall Winning-Over Sales As Well.

Upselling 76

Upselling Sales Call Center Marketing 76

ChurnZero

NOVEMBER 4, 2022

If your CFO denies your budget requests, be ready to present them with a tradeoff. “If CSMs need to stop explaining away their aversion to selling. We know that instinctively, and by doing the renewal, the upsell, the cross-sell, we’re actually adding a lot more value to the customer. Is engineering building a reliable product?

SaaS 98

SaaS Customer centricity Finance Best practices 98

CustomerSuccessBox

OCTOBER 5, 2021

The following are the key considerations that you must look at (for improving retention, increase renewals & upsells, etc. Let me try to explain the aforementioned steps using real examples. If you have more renewals, less churn & higher upsell then obviously your NRR is going to be positive and vice-versa.

Upselling 59

Upselling SaaS Metrics Accountability 59

CustomerSuccessBox

JULY 2, 2020

Plus an opportunity to present the future planning to get a customer’s feedback and sow the seeds for renewal and / or upsell. So, all major stakeholders (executives, sponsor, CSM from the customer’s side and the account manager, executive, CSM from your team) are expected to be present in this QBR.

SaaS 52

SaaS Upselling B2B Feedback 52

Back Office Centers

JANUARY 31, 2023

IMPROVES SALES The customer care representatives can utilise emails to increase sales by outsourcing email chat support services. Upselling is the term for this. How Can Live Chat Support Boost Sales This Holiday Season? Here are several benefits of acquiring it, including cost-effectiveness and more client satisfaction.

outsourcing 40

outsourcing Customer Care Upselling Sales 40

Nicereply

NOVEMBER 13, 2023

Good customer service can generate positive word-of-mouth and repeat business, while bad customer service can result in lost sales. Happy customers are more likely to return and recommend your business to others, leading to increased sales and growth. Explain concepts in simple, everyday language to ensure clarity.

Customer Service 59

Customer Service Technical Support Upselling Personalization 59

JustCall

MARCH 6, 2023

The customer care experience of a call center boosts not only loyalty and engagement but also promotes sales. Periodic one-on-one discussions with sales agents go a long way in motivation. As part of call center rewards and recognition ideas, a detailed plan can be drawn up to explain how employees will be awarded higher scores.

Call Center 52

Call Center Gamification Metrics Upselling 52

ChurnZero

FEBRUARY 4, 2022

This article is adapted from a session presented by Kristen Hayer , Founder and CEO of The Success League , at BIG RYG , ChurnZero’s annual Customer Success leadership summit. What synergy really means is additional money from cross-sells and upsells as a result of integrating two companies,” says Kristen.

Metrics 98

Metrics Consulting Consulting Best practices 98

Education Services Group

JULY 8, 2019

When customers have a birth-like story, they too can take advantage of their entitlements, and have a richer context explaining why they’re on a journey with you. I recommend that Customer Success Managers (CSMs) schedule time with sales internally to be debriefed on any new account in your Mid-Market segment or larger.

Sales 40

Sales Education Upselling CRM 40

NobelBiz

JULY 19, 2022

However, when it comes to customer service or sales departments that are using advanced contact center software to receive or make calls all day, you can’t afford to make mistakes or you’ll lose a prospect or a client. As a general rule, learning on the job in real-world situations is always far more successful.

Contact Center 52

Contact Center Contact center software Coaching Telecommunications 52

ChurnZero

FEBRUARY 26, 2021

Is your Customer Success team: Butting heads with Sales during onboarding. But along with meeting the demands of their external-facing role, Customer Success also faces a barrage of internal requests – whether it’s case studies for Marketing, referrals for Sales, or research for Product. “In All of the above (and more).

Management 59

Management Feedback Sales SaaS 59

Amity

JANUARY 4, 2017

As a matter of fact, I am sure most Customer Success Managers and Leaders have grown tired of explaining what Customer Success is and how it is a very different entity from Support. Here are a few common examples: Sales Team - Customer Success will partner heavily with Sales. Do you have sales meetings?

Upselling 63

Upselling Feedback Sales Marketing 63

SmartKarrot

MAY 13, 2022

Serve as a customer advocate internally while effectively collaborating across the organization with sales, production, content, marketing, and audience teams. Managing a book of business, overseeing renewals and closing upsells. Explain to customers how Lions Prep works and entice new business.

Upselling 19

Upselling Customer centricity Best practices Accountability 19

ChurnZero

JULY 9, 2020

Sure, you won customers over to get the initial purchase, but what about your post-sale courting? This dual-channel approach makes better use of the Customer Success Manager’s deep expertise and limited time (especially for scaling teams) as opposed to using the session to explain remedial how-tos and tactics. .

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

SmartAction

JUNE 9, 2023

Businesses need to be proactive in communicating their data practices, explaining the benefits of conversational AI while assuring users that their privacy is protected. It is crucial for businesses to carefully curate and review training data to identify and mitigate any biases present.

Virtual Agent 74

Virtual Agent Chatbots Self service Feedback 74

Monet Software

OCTOBER 17, 2019

While this requires your expertise in the industry itself, you might consider the following as you begin to fill the hub: Sales enablement tools should an upsell opportunity present itself. There are many types of documents you can include in your knowledge hub that are specific to your industry.

Call Center 59

Call Center Scripts Contact Center Upselling 59

ChurnZero

MAY 10, 2019

This event brought together thousands of technology leaders from Customer Success, Services, Sales, Product and Marketing. Customer Success Should Own Renewals and Upsells. explains how to leverage #CustomerSuccess and #customermarketing to drive awareness #prodmgmt #sdsummit pic.twitter.com/b9XjGnYDRu. Upcoming Webinar.

Technology 74

Technology Upselling Enterprise Metrics 74

JivoChat

APRIL 21, 2021

In this article, we’ll explain what chat tools are, how to use them, and how they can benefit your business. Chat tools give you an opportunity to solve a problem that might have otherwise stood in the way of a sale. A live chat tool can serve as an extension of your customer service or sales teams.

Chatbots 52

Chatbots Analytics CRM Sales 52

Mindtouch

FEBRUARY 16, 2017

Companies placed their hopes of success in the hands of sales reports, not in customer satisfaction. Adjacency became a driver of sales. IKEA perfected the upsell by creating a maze that was difficult to leave. Notice it’s referred to as the producer-oriented model, not the customer-oriented model. That’s all changing.

Real estate 48

Real estate Big data Upselling Self service 48

JustCall

MARCH 9, 2023

Do you lead a sales team that’s highly competitive? Are you looking to scale your sales operations? Conversational intelligence can simplify and enhance the operations of your management, marketing, and sales teams. That said, here are some of the must-have features of real-time conversation intelligence for sales: 1.

Coaching 52

Coaching Sales Chatbots Analytics 52

Totango

JANUARY 8, 2019

If you have negative net revenue churn, it means your revenue would have increased even if you had no new sales. If your net revenue churn is positive, however, it cancels out any growth gained from upsells. Present a satisfaction survey to the customer at an unobtrusive moment, like when they have just closed or opened an app.

Enterprise 54

Enterprise Upselling Surveys B2B 54

SmartKarrot

AUGUST 26, 2021

Deliver growth by assuring usage, renewals, post-sales success, loyalty, expansion, and new product adoption. Accurately forecast and achieve revenue goals by identifying upsell opportunities based on the needs of the customer or new production rollouts. Work to identify and/or develop upsell opportunities.

Upselling 19

Upselling Accountability Education Best practices 19

Kayako

SEPTEMBER 15, 2016

Upsell – check! A lot of the time we are dealing with customers who tried numerous Google searches to find a solution before they contact support: Pre-sales: consumers make their own enquiries regarding a purchase. Post sales: 35% prefer to ask questions over the phone; 48% choose the self-service option.

Customer Support 68

Customer Support Feedback Best practices Engineering 68

SmartKarrot

AUGUST 26, 2022

Do the work of winning renewals and driving expansion and upsell. Working closely with the Sales & Onboarding teams to ensure a smooth customer journey. Help drive customer references and case studies and produce reports and presentations to explain insights and results to marketing professionals.

Best practices 19

Best practices Upselling Analytics Coaching 19

REVE Chat Blog

NOVEMBER 21, 2019

Lead generation is one of the most critical steps in sales and marketing for this is where businesses get their precious pool of prospects that can eventually become loyal customers. . Provide real time sales assistance with live chat. The data can be used by the sales team to approach the visitors. .

Best practices 77

Best practices B2B Sales Chatbots 77

JivoChat

JUNE 1, 2021

A good example is to hold an online webinar, which is a touchpoint that allows you to present your offer to prospects, and potentially generate leads or sales. It’s easy to understand why live chat tools like JivoChat are so popular, as the consensus is that the more potential touchpoints you have, the more sales you can make.

CRM 52

CRM Advertising Chatbots Surveys 52

SmartKarrot

OCTOBER 25, 2023

Cross-sell and Upsell Strategically Expansion is not just increasing sales volumes; they’re about deepening the value of the partnership and driving mutual success. Educate, Don’t Push Cross-selling and upselling is fraught with the risk of seeming pushy. Thus, regular reassessment is vital.

Accountability 10

Accountability Construction Upselling Education 10

Amity

NOVEMBER 25, 2014

This could explain a lot about Customer Success and the scramble to define it, staff it and fulfill it. PT: In September 2000, we were all in sales at Eloqua. Tip: If salespeople ask for them to assist in pre-sales you’ve hit on the value. Our sales team wanted to use the CSM as part of the value proposition for the product.

SaaS 48

SaaS Chief Customer Officer Upselling Accountability 48

SmartKarrot

APRIL 6, 2021

If you are a customer success leader who’s being forced to use a sales tool that wasn’t built for you in the first place, we get you. Focus on understanding product adoption rates Explain how surveys help understand product feedback Show how easy it is to integrate with your application. how to sell your customer success tool to them.

Chief Customer Officer 18

Chief Customer Officer Customer retention Upselling CRM 18

Voxjar

JUNE 26, 2021

Customer service phone etiquette is vital for presenting your business in the best light. You can even turn this into an upsell if you have an alternate product that fills the same need. When a caller must be placed on hold, reps should ask them for their permission before doing it and explain why it’s needed.

Customer Service 40

Customer Service Call Center Scripts Upselling 40