CSM Practice

FEBRUARY 24, 2020

Gross Revenue Retention (GRR) is the amount of revenue retained minus the revenue lost due to churn and downsell without considering the impact of cross-sells, upsells, or an increase in prices. In 2014, Irit founded CSM Practice , an international consulting firm providing strategy and technology services.

Metrics 52

Metrics SaaS Upselling Accountability 52

CSM Practice

FEBRUARY 24, 2020

Gross Revenue Retention (GRR) is the amount of revenue retained minus the revenue lost due to churn and downsell without considering the impact of cross-sells, upsells, or an increase in prices. In 2014, Irit founded CSM Practice , an international consulting firm providing strategy and technology services.

Metrics 52

Metrics SaaS Customer retention Upselling 52

CSM Practice

FEBRUARY 24, 2020

Gross Revenue Retention (GRR) is the amount of revenue retained minus the revenue lost due to churn and downsell without considering the impact of cross-sells, upsells, or an increase in prices. In 2014, Irit founded CSM Practice , an international consulting firm providing strategy and technology services.

Metrics 52

Metrics SaaS Customer retention Upselling 52

CSM Practice

FEBRUARY 24, 2020

Improving usage rates can lead to higher retention, expansion into additional features, lower churn, and easier upsells and cross-sells. In 2014, Irit founded CSM Practice , an international consulting firm providing strategy and technology services. The company was founded in 2014 and is headquartered in Sunnyvale, California.

Metrics 52

Metrics Education Upselling SaaS 52

Mindtouch

JULY 25, 2017

What information can you expose to customers to encourage an upsell or renewal? According to Forrester, in 2014 web self-service was the most popular interaction channel, with over 76 percent of respondents choosing it. Expose Customers to Self-Service Knowledge.

Self service 59

Self service Best practices Upselling Sales 59

CSM Magazine

JULY 16, 2020

Virtual Customer Assistants (VCAs) for example, are a bonus to customer service departments through their ability to cross-sell, upsell and prevent agent churn. Established in 2014, EBI.AI Customer management – AI tools guarantee round-the-clock customer service – they never sleep, go off sick or need a holiday!

Automotive 59

Automotive Transportation Upselling Enterprise 59

ChurnZero

OCTOBER 30, 2020

While acknowledging that Sales is extremely challenging, Mehta recalls prior experiences – such as upselling a sizeable expansion or winning a new contract because of an advocate – where, although Sales led and closed the deal, the CSM’s ongoing involvement in the account made the sell significantly easier.

SaaS 93

SaaS Chief Customer Officer Sales Metrics 93

CSM Practice

FEBRUARY 24, 2020

Improving usage rates can lead to higher retention, expansion into additional features, lower churn, and easier upsells and cross-sells. In 2014, Irit founded CSM Practice , an international consulting firm providing strategy and technology services. The company was founded in 2014 and is headquartered in Sunnyvale, California.

Metrics 52

Metrics Education Best practices Upselling 52

CSM Practice

FEBRUARY 24, 2020

Improving usage rates can lead to higher retention, expansion into additional features, lower churn, and easier upsells and cross-sells. In 2014, Irit founded CSM Practice , an international consulting firm providing strategy and technology services. The company was founded in 2014 and is headquartered in Sunnyvale, California.

Metrics 52

Metrics Education Best practices Upselling 52

Toister Performance Solutions

AUGUST 27, 2019

Terrible Policies Cancelling your Comcast service wasn't easy in 2014. This isn't the only example of a terrible policy hamstringing frontline reps: A satellite radio company required reps to upsell on support calls. The second solution is to require collaboration between marketing, sales, operations, and customer service.

Customer Service 58

Customer Service Wireless Advertising Airlines 58

LiveChat

APRIL 13, 2018

As reported by Certona in 2014, such personalized service and messaging can lead to an astounding 50% increase in Average Order Value – whether directly or indirectly. Upselling and cross-selling. Now, while there are many ways to automate upselling and cross-selling offers on your ecommerce site (e.g.,

Upselling 51

Upselling Sales Analytics Personalization 51

CSM Practice

FEBRUARY 24, 2020

In 2014, Irit founded CSM Practice , an international consulting firm providing strategy and technology services. The company was founded in 2014 and is headquartered in Sunnyvale, California. Additional information can be found at www.csmpractice.com or connect with CSM Practice on Twitter , LinkedIn , and Facebook.

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

Mindtouch

APRIL 30, 2018

What and how much of your service is a ‘good customer’ who renews/upsells using? Editor’s Note : This post was originally published in 2014. Grafham builds on this idea in his LinkedIn post Scaling Customer Success : What do you want your customers to be doing with your service? Lincoln Murphy, Sixteen Ventures.

SaaS 48

SaaS Upselling B2B Self service 48

CustomerSuccessBox

NOVEMBER 2, 2021

Christoph Janz, a SaaS enthusiast, and a Venture Capitalist had published a brilliant article way back in 2014. Upsells, expansion, renewals, etc are supposed to be entirely tech-driven. It was about the “ 5 ways to build a $100 million business ”.It It was meant for SaaS companies. You can keep your customers satisfied this way.

SaaS 52

SaaS Customer retention Enterprise Accountability 52

Avaya

NOVEMBER 8, 2017

So strong, that the number of accounts at global financial institutions grew by 700 million between 2011 and 2014. Employees once known as tellers are now emerging as bank ambassadors, designed to guide customers rather than upsell. If you ask us, the best way to improve this BRI deficit is to focus on branch transformation.

Banking 40

Banking Multichannel Customer advocacy Upselling 40

CSM Magazine

NOVEMBER 7, 2018

Agents are trained to deal efficiently with calls, help customers navigate the website, assist them with form filling and check out, and to upsell products that the customer would have missed without the agent’s guidance. Live Customer Engagement technology is also a perfect tool for customers who have issues with an existing product.

SaaS 40

SaaS Upselling Chatbots Technology 40

CustomerSuccessBox

JUNE 8, 2022

Either they’re not getting the right results, or they’re struggling with, you know, showing value internally struggling with earn struggling with upselling, actually, I would say that that’s my forte, like value management to customers and increasing upsell. Q: Please introduce yourself. And this is my forecast.

Management 52

Management Upselling Accountability Chief Customer Officer 52

Balto

AUGUST 3, 2022

We asked respondents which of the following activities their agents engage in on the phones: Upselling to customers (encouraging them to purchase a higher-end product) Cross-selling to customers (encouraging them to purchase related items) Asking for online reviews Gathering customer information for marketing purposes (ex. 2014, October 29).

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

Comm100

OCTOBER 11, 2017

Social media can work just as well as call centers to upsell products or capture service-to-sales opportunities, and in this respect, it offers additional opportunities that aren’t possible via traditional phone calls. Get Faster, More Convenient Support to Customers.

Customer Service 61

Customer Service Customer Care Morale Marketing 61

ProProfs Blog

AUGUST 8, 2019

In 2014, Consumer Reports claimed that burgers by McDonald’s taste dead in comparison to other chains. Did you know that upselling your products are simple when using a live chat? Engage, Learn, & Create Upsell Opportunities. Orders had errors. Franchise operators faced troubles with the operation. Taste Issues.

Customer Service 76

Customer Service Airlines Feedback Sales 76

SmartKarrot

SEPTEMBER 10, 2020

According to a report by CCO Council in 2014, 22% of Fortune 100 companies had adopted CCO roles. Especially when they are dealing with upselling and renewals. These revenues can be in the form of: Renewals of the subscription Account expansion through upselling or cross-selling. Other times they report to a sales head.

Chief Customer Officer 10

Chief Customer Officer Customer centricity SaaS Upselling 10

SmartKarrot

JULY 27, 2020

The 10 Principles Behind Great Customer Experiences – Penned by Matt Watkinson, this book bagged the CMI Management Book of 2014 award as well as the Innovative & Entrepreneurship Category at CMI Awards 2014. Further, it elucidates on how upselling can be done right using intelligent automation techniques. Whitepapers.

SaaS 10

SaaS Chief Customer Officer Benchmark Customer retention 10

Natalie Petouhof

AUGUST 6, 2015

million in revenue in 2014. ServiceSource’s solutions help companies manage the end-to-end customer revenue lifecycle, including onboarding and adoption, upsell and cross-sell, retention and renewals. It began as a managed services firm and evolved by adding a software platform. ServiceSource had $272.2 What Does ServiceSource Do?

Sales 45

Sales Management Advertising B2B 45

Comm100

FEBRUARY 6, 2018

Although Comm100 is primarily a customer service software, it also acts as a sales solution, helping contact centers convert leads and upsell products in real time, just as a salesperson might do in a brick-and-mortar store. In 2014 Cision charged $5,700 per year for a single license to access its media database.

CRM 48

CRM Enterprise SaaS Marketing 48

C Space

AUGUST 15, 2018

When consumers can trust that a sales person is trying to help them (à la Tesla) rather than move product and upsell them, they feel more satisfied by their experience. The first Rockar retail store opened inside a shopping mall in 2014. Not surprisingly, Tesla is one of the luxury trust leaders.

Automotive 40

Automotive Advertising Sales Accountability 40