Totango

AUGUST 21, 2020

We currently have 13,000 Totango users in the system contributing to, leading, running operations for our Sales and Customer Success Field teams. I would say our challenge isn’t with the actual tool, it would be with how data is presented across the SAP landscape that leads to 80% of the questions and support tickets.

Upselling 115

Upselling Accountability Metrics SaaS 115

Fonolo

JULY 5, 2023

Sometimes, public perception of a whole industry can change — we’ve seen this recently with dairy, cereals, and meat-free alternatives. How they approach upselling opportunities Upselling is something that all your customer-facing employees should be doing — not just sales. What industry do you work in?”

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

Comm100

NOVEMBER 2, 2020

We have hand-picked some of the top chatbot examples to show you how you could use AI customer service bots across channels – 5 use cases across industries, plus one case study of how a chatbot resolved 91% of live chat inquiries. Industry: Banking and finance. Industry: Healthcare. Industry: B2B. Industry: Education.

Chatbots 59

Chatbots Customer Service Banking Healthcare 59

Integrity Solutions

MAY 23, 2023

Sales prospecting is vital to the success of any sales organization. Simply learning how to find, approach and engage new customers is at the heart of being able to meet and exceed your sales goals. Why Is Sales Prospecting More Important Than Ever? What is Sales Prospecting?

Sales 91

Sales Coaching Brand ambassadors B2B 91

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. Not to mention that skilled individuals must be employed or educated. How Can Live Chat Support Boost Sales This Holiday Season?

outsourcing 40

outsourcing Customer Care Upselling Sales 40

CSM Practice

FEBRUARY 24, 2020

Guessing has no place in a changing customer success industry. Understanding your ARR enables you to forecast your growth and sales projections better, budget for sales and marketing, identify trends quickly, and motivate your team. Even Data is reliable, accurate and complete, it can still become overwhelming.

Metrics 52

Metrics Upselling SaaS Accountability 52

CSM Practice

JANUARY 13, 2021

Sales, adoption, expansion, and renewal all start with the customer. The success of the renewal process is deeply connected to the sales process. Aligning outcomes during the sales motion allows for value demonstration during the renewal motion. Expansion managers report to the sales team. Capture Business Outcomes.

SaaS 98

SaaS Customer centricity Accountability Education 98

SmartKarrot

OCTOBER 18, 2022

Lead pitches to cross-sell and upsell new channels and features that meet client needs to achieve client KPIs. Client Training (facilitating educational programs) in sales and trading to support knowledge and advocacy of the MediaMath platform. Present and review quarterly / monthly meetings.

Upselling 19

Upselling Metrics Education Feedback 19

Amity

SEPTEMBER 25, 2017

There’s quite a lot that falls under the Customer Operations bucket, including the majority of things that are customer facing and post-sale. The latter falls majoritarily pre-sales so that’s a bit of a different world from the rest, but we still place it under Customer Operations. What metrics do you watch closely?

B2C 0

B2C SaaS Accountability B2B 0

CSM Practice

APRIL 13, 2021

They are also in charge of setting up interactions like Quarterly Business Reviews (QBRs), customer education, and helping customers implement as many features as possible. Customer retention helps drive sales and traffic and achieve a high customer retention percentage. Thus, a CSM has to address customers’ risks and concerns.

Management 52

Management Customer retention Upselling Accountability 52

SmartKarrot

NOVEMBER 8, 2022

Work with the team leaders to manage ongoing CS activities: onboarding, training, customer support, customer success management, and customer education. Support the Business of Law sales teams (both new business and account management) throughout the new client and renewal sales cycles. Apply here: [link]. Apply here: [link].

Coaching 19

Coaching Customer advocacy SaaS Strategic Value 19

SmartKarrot

AUGUST 26, 2021

Role: Customer Success Director Location: Remote, Austin, Texas Metropolitan Area, US Organization: SpyCloud As a Customer Success Director, you will maintain solid industry knowledge and a comprehensive understanding of SpyCloud products and services. Work to identify and/or develop upsell opportunities.

Upselling 19

Upselling Accountability Education Best practices 19

Amity

DECEMBER 14, 2016

In the always-on world of SaaS, the role of customer success varies across companies and industries. Others manage subscriptions, software usage, renewals, upsells and other parts of the sales process. 11-12pm Weekly sales enablement meeting: Knowing our product inside and out is imperative to doing our job well.

Management 84

Management Finance Enterprise Accountability 84

SmartKarrot

FEBRUARY 25, 2022

Support Sales organizations in positioning Services products. Apply here: [link] Role: Director of Customer Success Location: Remote, United States Organization: innRoad As a Director of Customer Success, you will lead and mentor teams responsible for customers’ post-sales (implementation, support, customer success).

Engineering 19

Engineering Coaching Upselling Feedback 19

Amity

SEPTEMBER 25, 2017

There’s quite a lot that falls under the Customer Operations bucket, including the majority of things that are customer facing and post-sale. The latter falls majoritarily pre-sales so that’s a bit of a different world from the rest, but we still place it under Customer Operations. What metrics do you watch closely?

B2C 60

B2C SaaS Accountability B2B 60

SmartKarrot

OCTOBER 25, 2023

Understanding their industry is just the starting point. Dive into the nuances – What are the industry trends? 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.

Accountability 10

Accountability Construction Upselling Education 10

ChurnZero

DECEMBER 20, 2019

T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. C S and Sales strengthen their bond. . As we move into 2020, I envision a stronger alignment between C S and Sales. I recommend looking to Sales/Sales Op erations teams as the guide.

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

Transparent BPO

AUGUST 20, 2019

I said in a previous blog post that agent development starts with knowledge — understanding the client’s brand, industry, products, and processes, and the only way to attain that knowledge is through education — teaching agents how the business works so they can find an answer and provide the solution. Free guide shows you how.

Contact Center 69

Contact Center outsourcing Surveys Call flow 69

JustCall

FEBRUARY 11, 2022

Bagging a sales job is like closing a sales deal. Good news is you can master both getting a sales jobs and making sales pitches. So, if you’re eyeing a new sales role, you’ve come to the right place. In this guide, you’ll learn everything about how to land a high-value sales job.

Sales 52

Sales B2C B2B call center software 52

SmartKarrot

FEBRUARY 2, 2022

With 500+ attendees, the webinar highlighted some key strategies, situations, and best practices for the customer success industry. Between customer success and sales, I think the lines are becoming clearer around who owns the commercial responsibility. About the Panel. Takeaway 5: Resource and Skill in the Customer Success Community.

Upselling 19

Upselling Best practices Sales Accountability 19

SmartKarrot

JUNE 14, 2021

Cultivate and display a deep understanding of the product offerings, contracts, the platform, the start-up industry, and the mission. Coordinate, refine and own the deal operations process by working closely with Sales, Finance, and Product. This will include coordinating internal resources that interact with each client.

Finance 10

Finance Upselling Accountability Coaching 10

SmartKarrot

JULY 5, 2021

Ensure close coordination and collaboration with Sales, Account Management and Customer Success teams to ensure customer retention and growth. Identify upsell opportunities and collaborate with the Enterprise Sales team to close. Evaluate and analyze business challenges and present solutions.

Advertising 10

Advertising Enterprise Upselling Accountability 10

SmartKarrot

JUNE 23, 2022

You must take care of onboarding, sales function handoff, training, product updates, setting expectations, and more. What is the industry that the firm deals with? Customer onboarding Customer support Customer product training Aiding in the process of renewals, cross-sells, upsells, and other aspects Manage onboarding.

Metrics 10

Metrics Upselling B2B Sales 10

SmartKarrot

DECEMBER 11, 2020

This is one of the customer engagement models introduced by Technology Services Industry Association (TSIA) that helps companies drive business growth. The marketing and sales team are most responsible to help execute this phase. Initiate the sales process keeping customer success in mind and using the above preparation.

SaaS 10

SaaS Sales Upselling Accountability 10

SmartKarrot

OCTOBER 20, 2020

CS is a relatively new function that has come up with the growth of the SaaS industry. Account management has always been present even in manufacturing or engineering services. The role of any account manager is to ensure customers renew their contracts, upsells and cross-sells for the company.

Accountability 10

Accountability Management SaaS Upselling 10

SmartKarrot

MARCH 8, 2022

In celebration of International Women’s Day, we are honored to present our Top 50 Women Leaders in Customer Success to Follow list for 2022, celebrating 50 influential women leaders and their inspiring stories of strength and success. Her diverse yet unique skills include customer life cycle optimization from pre-sales. Anika Zubair.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

SmartKarrot

MARCH 28, 2022

Partner with the Sales organization to uncover and capitalize on upsell and expansion opportunities. Provide product education and best practices for customers to influence product usage. Collaborate with other OwnBackup teams (Support, Product, Sales) to serve customers best.

Consulting 3

Consulting Consulting Education Best practices 3

SmartKarrot

AUGUST 27, 2020

The content of these events should deliver valuable industry insights to everyone involved. These offers can be in the form of upselling or cross-selling related products. The marketing team can help them produce the right collateral, which CS teams can present to customers. Understanding the customer journey.

Marketing 10

Marketing SaaS Accountability Customer centricity 10

ChurnZero

OCTOBER 26, 2018

Strategies for an Effective Partnership between Customer Success and Sales. The handoff of a new customer between Sales and Customer Success is a critical moment in the customer lifecycle. In this session, Abby Hammer and Casey Altieri from ChurnZero shared tips to clarify and strengthen your knowledge transfers from Sales to CS.

Sales 56

Sales Upselling Accountability Best practices 56

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. . Education – Once you create awareness you must build trust for your products and services. Provide real time sales assistance with live chat.

B2B 77

B2B Best practices Sales Chatbots 77

ProProfs Blog

DECEMBER 21, 2020

Stable customer base results in higher referrals, improved upsell revenue and increased lifetime value (LTV) which further results in improved customer acquisition in future. Where have your sales and marketing strategies failed to keep customers engaged with the brand? They have a sales target to meet. They are: i.

Surveys 148

Surveys Benchmark Feedback Sales 148

ClearAction

NOVEMBER 16, 2023

Use your Expectations VoC to educate all facets of your business in their performance standards. Natural byproducts of this diagram’s formula are churn reduction, upselling, cross-selling, referrals, and acquisition cost reduction. Partner with your Sales team to maintain an updated database of various influencers of buying decisions.

B2B 62

B2B Feedback B2C Enterprise 62

SmartKarrot

OCTOBER 13, 2022

Whether the bookings came from new clients or extensions into existing customers, sales teams are recognized and rewarded for their role in closing deals. You could offer them an extra set of features for the current product or service (aka an upsell). Sales brain, I suppose. Not really. You are just getting started.

Accountability 10

Accountability Management Upselling Customer advocacy 10

SmartKarrot

JANUARY 11, 2023

Role: Customer Success Director Location: Remote, United States Organization: Electus Global Education Co, Inc As a Customer Success Director, you will develop an understanding of each customer’s objectives with the product and define a strategy for supporting the customer in achieving those objectives. Apply here: [link].

Education 19

Education Upselling Enterprise Customer centricity 19

JivoChat

JUNE 1, 2021

It doesn’t matter what industry you’re in — customer satisfaction is crucial. Your company may hold or attend various events in your industry, both online and offline. 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.

CRM 52

CRM Advertising Chatbots Surveys 52

Monet Software

OCTOBER 17, 2019

Finding time for continued education and providing training in broader skill sets probably feels impossible. Industry-Specific Resources. Industry-Specific Resources. There are many types of documents you can include in your knowledge hub that are specific to your industry. This hub should be filled with: Scripts.

Call Center 59

Call Center Scripts Contact Center Upselling 59

Amity

OCTOBER 23, 2018

There is a long list of metrics for each pillar of Customer Success but for the purposes of this post I’ll focus on the key metrics for Customer Success Management and the metrics commonly used for CS as a whole (I’ll save customer support and customer education metrics for another post). Net Promoter Score (NPS). Customer Health.

Metrics 76

Metrics Best practices Customer retention SaaS 76