CCNG

APRIL 27, 2022

Their operations consisted of a large fulfillment center, the contact center, and a large client services organization serving almost 100 clients in the business-to-consumer and business-to-business industry verticals. I did the same thing with the account managers and clients. It was not a company where payroll should be an issue.

CCNG 195

CCNG Contact Center Scripts Feedback 195

Callminer

FEBRUARY 23, 2021

It’s critical that organizations proactively stay ahead of these changes and work to take on top of changing industry standards. Self-service options will be used across industries to curb call volume. Also, agents with insight into how customers have interacted with sales teams have increased upsell and cross-selling opportunities.”

Call Center 376

Call Center Technology Banking Contact Center 376

ShepHyken

JULY 1, 2022

He writes about the impact on the customer experience that metaverse will have on the travel industry and how customers and brands will navigate the new developments. Customer service in the travel industry begins when a person reveals an interest to explore and decides to travel. Metaverse in Travel Industry. ChatBots and AI.

Airlines 200

Airlines Upselling Customer Experience Chatbots 200

ClientSuccess

SEPTEMBER 17, 2021

From renewals to upsells to expansion, the CSM is often the person who either opens up this conversation with a customer, announces to a customer that it is time to start having these sorts of discussions, or loops in a salesperson when the timing is right. Here are five telling signs your customer might be ready for an upsell discussion: 1.

Upselling 52

Upselling Accountability Sales Marketing 52

CSM Practice

FEBRUARY 15, 2021

The purpose of the survey was to assess the validity of common industry assumptions on customer health scores. Companies, where CSMs manage less than 60 accounts, are more likely to develop and maintain a customer health score. With those key accounts, it is just as important to maintain our data-driven approach in accounts.”.

Surveys 64

Surveys SaaS Benchmark Upselling 64

ShepHyken

DECEMBER 7, 2023

The Non-Sustainable Face of Traditional CX Traditional call centers, those hubs of customer interaction that operate around the clock, are an illustrative example of the sustainability challenge within the customer experience industry. Call centers consume around four times more energy per square foot than typical offices, and in the U.S.,

Call Center 166

Call Center Transportation Upselling Education 166

Totango

APRIL 2, 2019

This is also a good time to add upsells to accounts that have high customer health scores. Health scores indicate which customers may be receptive to cross-sell or upsell offers and which ones might require extra attention from your success team. Customize Notifications and Health Scores. Gather Feedback.

Journey mapping 108

Journey mapping Upselling Accountability Feedback 108

Totango

JULY 19, 2021

Extensive product and industry knowledge. If you only check in with customers weekly or monthly, one representative can handle many accounts. A majority of organizations that have CS teams now offer bonus compensation on top of salary , such as commissions on upsells and renewals, stock or equity options, and other bonuses.

Upselling 125

Upselling Feedback Surveys Customer advocacy 125

ProProfs Blog

DECEMBER 4, 2020

While the former helps businesses promote and sell their services based on industry research and advertising, the latter offers assistance and advice to people already using a brand’s product or service. A great example of this is how Netflix is combining customer service and product promotions with its social accounts.

Marketing 147

Marketing Customer Service Upselling Customer Support 147

Totango

JULY 1, 2022

In a B2B SaaS context, SaaS customer loyalty is expressed primarily through actions like subscription renewals, upsell purchases, referrals and product engagement. Other important loyalty metrics include subscription renewal rate , churn rate, upsell rate, and customer lifetime value.

B2B 111

B2B SaaS B2C Upselling 111

Quality Contact Solutions

AUGUST 20, 2021

Established by the American Institute of Certified Public Accountants (AICPA), the SOC 2 examination is designed for organizations of any size, regardless of industry and scope, by ensuring the personal assets of their potential and existing customers are protected.?SOC A-LIGN????.

Call Center 98

Call Center Telemarketing outsourcing B2C 98

CustomerSuccessBox

JUNE 12, 2021

Although these two key roles sound similar, some strict lines differentiate between an Account Manager (AM) and a Customer Success Manager (CSM). Who is an Account Manager? An account manager is, usually, the single point of contact between the company and the customer. Account management vs Customer Success (CS).

Accountability 52

Accountability Management SaaS Upselling 52

Totango

NOVEMBER 25, 2020

Number of Accounts. Accounts with Open High Priority Tickets. Account Coverage. Equipped with this knowledge, CS teams can create more opportunities for upsells/expansions, as well as reduce churn rates. . Customer 360 provides visibility into how each account is doing across the customer journey.

CRM 110

CRM Upselling Metrics Accountability 110

aircall

JANUARY 6, 2021

Financial services are not only important to consumers, the financial services industry plays an important role in the financial health of our country , which has a direct effect on the national economy. . The financial services industry is instrumental in managing financial risks on a national level and keeping the economy strong.

Sales 62

Sales Banking Call Center Upselling 62

Totango

APRIL 2, 2021

Since 2016, the TrustRadius Top Rated Awards have become the industry standard for unbiased recognition of B2B technology products. Totango is also helping us from a management perspective, allowing us to easily create dashboards on account risk/health, renewals, upsells, etc. Try Totango for Yourself.

industry standards 62

industry standards Upselling B2B Enterprise 62

ClientSuccess

JULY 13, 2021

Modern CSMs working in the SaaS industry wear a lot of hats – and we mean a lot. They’re project managers, act as a liaison between customers and other teams, escalate incidents and issues, keep customers moving forward in their project plans, and are responsible for the general well-being of customer account health.

Accountability 52

Accountability SaaS Upselling Best practices 52

ChurnZero

MARCH 4, 2021

The investment will be used to support ChurnZero’s mission to drive Customer Success throughout subscription businesses, helping them to drive adoption, expand accounts, and fight churn. JMI partners with exceptional management teams to help build their companies into industry leaders. For more information visit [link].

Upselling 98

Upselling Accountability Marketing Metrics 98

Quality Contact Solutions

FEBRUARY 23, 2023

The COVID-19 pandemic undoubtedly disrupted the health care sector as it did for most industries. Business needed to go on, and outbound telemarketing services for the health care industry helped facilitate just that…keeping business moving forward. Providers, patients, and sales teams alike had to adapt quickly.

Telemarketing 52

Telemarketing outsourcing Upselling Sales 52

ClientSuccess

MARCH 9, 2020

As part of this mission, customer success managers (CSMs) are responsible for the ongoing ‘success’ of a customer account. These are often hard numbers that executives can easily measure or account for. Amazing customer experiences often lead to recommendations and testimonials, which in turn usually mean an account renewal or upsell.

Customer Experience 97

Customer Experience Upselling Accountability SaaS 97

Totango

MAY 7, 2024

By our math, that means nine out of 10 revenue-accountable leaders need a hand getting on the same page as their fellow go-to-market (GTM) counterparts. If CS doesn’t have commercial conversations with healthy customers, they’re not setting Sales up to re-enter the conversation and potentially upsell. Use your words Talk to each other!

Sales 100

Sales Upselling Metrics Accountability 100

Totango

AUGUST 9, 2022

Firmographics: such as company size, industry, and annual revenue. Sales : Sales teams can use customer segmentation to group prospects and customers based on propensity to buy, potential transaction value and upsell opportunities. This enables more repeat business, more upsell opportunities, referrals and higher revenue.

Best practices 103

Best practices B2B Journey mapping Upselling 103

Totango

MARCH 29, 2022

Paired with HubSpot’s powerful CRM, Totango allows small-to-midsize companies across a range of industries to better manage customer communications. Totango works for sales and marketing teams in all industries — allowing them to take a modern, streamlined approach to designing and running customer journeys with automated workflows.

Customer advocacy 98

Customer advocacy Upselling Accountability Sales 98

ChurnZero

SEPTEMBER 8, 2021

A year has gone by since the COVID-19 pandemic shuttered doors to in-person conferences, and the industry responded accordingly by converting most live events into virtual experiences. Today, the industry is starting to meet face-to-face again as vaccines are being distributed across the country. Register for BIG RYG DC here. .

Personalization 95

Personalization SaaS Upselling B2B 95

Quality Contact Solutions

JANUARY 27, 2022

This is one of the more common techniques to increase the overall value of an account. These accounts already have the main product or service, and the cross-sell is an add-on item that will increase the total amount of the account. Increase Sales by Upselling. Let’s talk about cross-selling.

Sales 98

Sales Upselling B2C Best practices 98

Totango

DECEMBER 20, 2023

All the while galvanizing internal collaboration across accounts and facilitating upsell/cross-sell opportunity and execution to grow our book of business. Sign up for a demo today to join the thousands of users who have made Totango a leader in the CS industry. These actions lead to increased efficiency and time savings.

Enterprise 112

Enterprise Customer centricity Benchmark Upselling 112

TeleDirect

MARCH 11, 2020

Most importantly, enable your customers the ability to say “yes” to products, services, upsells and more! Think of your scripts as the ultimate blank slate; sure, you want to get your company’s point across, but it’s always a good idea to build your script with client responses / concerns accounted for. Avoid the rigid script.

Scripts 106

Scripts outsourcing Business Process Outsourcing Call Center 106

TeamSupport

MARCH 3, 2021

Proactive customer engagement accounts for more than a quarter (28%) of Support interactions and grew by 14% from 2019 to 2020. With increasing revenue as its primary focus, TeamSuccess boldly repositions the role of B2B customer success software in the industry. Yet only 28% of companies have proactive engagement efforts in place.

B2B 98

B2B Upselling Customer retention Customer Support 98

CSM Practice

JULY 6, 2020

SaaS companies are now turning to their customer success teams as client health , retention, and expansion of accounts become new priorities. As customers only buy what they need, they also hold suppliers accountable for higher standards. Upsells is a basic form of account expansion. 3. Changing Customer Priorities.

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Practice

JULY 6, 2020

SaaS companies are now turning to their customer success teams as client health , retention, and expansion of accounts become new priorities. As customers only buy what they need, they also hold suppliers accountable for higher standards. Upsells is a basic form of account expansion. 3. Changing Customer Priorities.

SaaS 71

SaaS Upselling Accountability Sales 71

ChurnZero

MAY 9, 2024

Time flies, accounts fall through the cracks, renewals get harder, and you miss upsell opportunities. In just 15 minutes of his CSM Appreciation Week tune-up mini webinar, Ryan showed us a three-step customer success outreach technique that’ll get you closer to hitting your accounts more regularly.

Accountability 52

Accountability Upselling Coaching Best practices 52

Totango

AUGUST 21, 2020

Now with visibility across the account, they can easily see where there is risk, opportunity, health scoring for each part of their customer’s footprint and can easily see the broader account team ownership and domain specialists as OneSAP account team. Q: How did SAP manage CS prior to the Totango deployment?

Upselling 116

Upselling Accountability Metrics SaaS 116

Totango

JUNE 24, 2022

Customer success in SaaS differs from CS in other industries. The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies. Expansion of product usage through upgrade, upsell and cross-sell offers. Onboarding of new customers.

Best practices 106

Best practices SaaS Journey mapping B2C 106

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. With the emergence of new technologies, market trends, and CS practices, the industry is abuzz with debate and discussion. Everyone started looking at the dollars and focusing on these upsells.

Upselling 98

Upselling Metrics SaaS Sales 98

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. With the emergence of new technologies, market trends, and CS practices, the industry is abuzz with debate and discussion. Everyone started looking at the dollars and focusing on these upsells.

Upselling 97

Upselling Metrics SaaS Sales 97

Amity

SEPTEMBER 5, 2018

Align your Customer Success team with the Sales organization – As you build your Customer Success team understand how you will manage customers based on the account size and level of importance. Transparency – Giving your sales team access to customer adoption and churn risk accounts is very powerful.

Technical Support 80

Technical Support Upselling Accountability SaaS 80

ChurnZero

OCTOBER 26, 2021

These characteristics could include location, industry, number of employees, usage behaviors, stage in the customer lifecycle, subscription type, and more. . Because organizations cannot afford to lose their largest customers, they default to prioritizing accounts with high ARR. Trait-Based Segmentation. RFM-Based Segmentation.

SaaS 96

SaaS Revenue potential Upselling Accountability 96

Amity

JANUARY 23, 2017

No matter your industry, your customer’s vertical, or whether you have a product or service, the motto of treating every customer as a subscriber instead of just another account will force you to focus on their success above all else—resulting in loyal customers who are die-hard brand advocates. Yes, you heard correctly.

Upselling 85

Upselling Self service Customer retention Accountability 85