Kapta Customer Success

JANUARY 29, 2025

What if your key accounts could generate twice the revenue they do today? It's not just possible it's happening for companies that have moved beyond traditional account management.

Accountability 45

Accountability Management Sales Engineering 45

Beyond Philosophy

MAY 28, 2021

The senior account manager handled the most critical accounts. Then it cascaded down from there in account management seniority to the smaller accounts, which a telephone account manager managed. So they focused on that 20 percent, which left the other ones without an account manager, effectively.

Customer Experience 387

Customer Experience Management B2B Customer emotions 387

Integrity Solutions

SEPTEMBER 23, 2024

Sales enablement has become an integral component of the modern sales organization, yet there is still confusion around what sales enablement actually is and, crucially, how to really make it deliver results for your salespeople and your business. This is not unlike the situation many sales leaders are finding themselves in.

Sales 101

Sales Coaching Telecommunications Accountability 101

ShepHyken

SEPTEMBER 7, 2023

A dedicated CX leader to guide strategy. Account management Offer workshops on relationship-building, active listening, and consultative selling for identifying upsell or cross-sell opportunities. Encourage shadowing experienced account managers who can disseminate their best tips and tricks.

B2C 346

B2C Customer centricity Feedback Upselling 346

Totango

MAY 7, 2024

Both CS and Sales leaders agree: Retention is the #1 priority. Achieving higher retention requires close alignment between CS and Sales teams, yet 87% of CS and Sales leaders told us there’s significant room for improvement in their collaboration. But there’s a problem. Use your words Talk to each other!

Sales 103

Sales Upselling Metrics Accountability 103

ShepHyken

AUGUST 31, 2023

This week, we feature an article by Sage , an international company that helps organizations of all sizes with accounting, payroll, and payment solutions. It leads to the creation of a holistic customer experience in which every level of your sales funnel is optimized to meet customer needs and expectations.

Journey mapping 330

Journey mapping Upselling CRM Feedback 330

ShepHyken

APRIL 23, 2021

You don’t want complaints to sit on a public forum like social media, which is why your social media person should either have the autonomy to reply to complaints or be given a strategy for addressing complaints. . If you have a wide-reaching brand, it could help to create a separate account to hone in on those customer inquiries. .

Customer Service 333

Customer Service Advertising B2B Chatbots 333

Beyond Philosophy

NOVEMBER 21, 2017

I like a good deal as much as anyone, but as a customer experience consultant I’ve always thought these frenzied holiday sales were penny wise and pound foolish. And while the strategy can work in the short term, it’s no way to generate loyal customers in the long run. But this strategy does nothing to build customer loyalty.

Consulting 312

Consulting Consulting Sales Customer Experience 312

AWS Machine Learning

AUGUST 26, 2024

At AWS, we are transforming our seller and customer journeys by using generative artificial intelligence (AI) across the sales lifecycle. Our field organization includes customer-facing teams (account managers, solutions architects, specialists) and internal support functions (sales operations).

Sales 129

Sales Accountability Feedback Metrics 129

Nicereply

OCTOBER 16, 2024

However, only 2 in 5 brand executives believe their customer loyalty strategies are successful. 7 Customer Loyalty Strategies to Drive Long-Term Relationships Below, we’ve listed some helpful tips to drive repeat purchases and keep your customers coming back for more. But one certain thing is brand loyalty is a powerful thing.

Education 52

Education Entertainment Feedback Chatbots 52

Beyond Philosophy

OCTOBER 28, 2014

Let’s say your IT system requires getting your email address for every customer to access the details of the account. When you are frustrated, stressed, and upset, how do you feel about entering your account number followed by the pound sign? You wait because you are “service” call, and all the agents are busy with “sales” calls.

Customer Experience 341

Customer Experience Scripts Customer centricity Consulting 341

CSM Magazine

NOVEMBER 26, 2024

This particular tool has the potential to greatly augment sales figures if employed strategically. Understanding Poshmark Offers The Poshmark Offers feature enables sellers to haggle prices with buyers by sending them offers at reduced prices when they show interest in an item for sale.

Sales 52

Sales Feedback Metrics Accountability 52

Beyond Philosophy

JULY 5, 2017

At Beyond Philosophy, we call this a Customer Experience Strategy. Your front-line employees are the ones who will implement your strategy – make sure they think it’s a good idea and are willing to do what it takes. Think about your customers and what they really want and need. What do they think it would take to get there?

Morale 324

Morale Consulting Consulting Employee engagement 324

Beyond Philosophy

SEPTEMBER 6, 2017

We find that many organizations measure performance in sales growth or stock price. Yes, finance, legal, accounts receivable, we are talking about you. Significant sections of meetings are devoted to operations and sales but nothing for Customer Experience. Permitting your first strategy to be your last.

Consulting 302

Consulting Consulting Finance Metrics 302

ShepHyken

DECEMBER 28, 2022

Customers are not a sale, an account number, a prospect, etc. These are precisely the strategies and tactics that will make your customers say, “I’ll be back!” . They create lasting impressions. . Demonstrate your knowledge and expertise. Customers want to work with people who “know their stuff.” . They are people. .

Customer Service 339

Customer Service Personalization Accountability Sales 339

C3Centricity

APRIL 9, 2024

As has been claimed for decades, there are differences between B2C marketing strategies and those of business-to-business (B2B). Understanding the Landscape of B2B vs. B2C Marketing At the heart of all effective marketing strategies lies the principle of satisfaction and connection.

B2C 118

B2C B2B Marketing Accountability 118

Totango

APRIL 9, 2024

Is 2024 the year of customer success or sales? This signifies that fostering an exceptional partnership between CS and sales teams — vital for long-term revenue growth, begins with understanding which customers can derive the highest value from your products and services over time.

Sales 114

Sales Outbound sales Revenue potential Accountability 114

ShepHyken

JUNE 7, 2021

strategy+business) In a recent PwC customer survey, almost 60% of B2B customers reported they had never had an experience with a brand that made them feel special. Depending on how you promote your products or services, you may have to adjust your marketing strategies. My Comment: “Would you like fries with that?”

Customer Service 346

Customer Service Customer centricity Government B2B 346

Calabrio

MARCH 22, 2025

Best Practices Contact Center Management: Best Practices & Strategies for Peak Performance Share The modern contact center is no longer seen as a mere service function at the periphery of the business. Instead, todays leaders recognize its central role in fueling and future-proofing enterprise success.

Best practices 52

Best practices Contact Center Management Call Center 52

Beyond Philosophy

JUNE 11, 2015

A third is “Bluebird”, a prepaid debit card which functions as a Walmart customer’s alternative to having a checking account, with which they can make deposits, pay bills – – and shop at Walmart. Simply put, all customers are not equal in value; and marketing strategies which treat them so often create lower revenue. In the U.S.,

Airlines 274

Airlines Customer centricity Multichannel Sales 274

Beyond Philosophy

OCTOBER 28, 2014

Let’s say your IT system requires getting your email address for every customer to access the details of the account. When you are frustrated, stressed, and upset, how do you feel about entering your account number followed by the pound sign? You wait because you are “service” call, and all the agents are busy with “sales” calls.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

ProProfs Blog

DECEMBER 4, 2020

A great example of this is how Netflix is combining customer service and product promotions with its social accounts. In fact, employees who are engaged more are likely to improve customer relationships, with a resulting 20% increase in sales. Create More Focused Communication Strategies. Netflix and chill? No, really.

Marketing 147

Marketing Customer Service Upselling Customer Support 147

Cincom

FEBRUARY 14, 2025

Align CPQ with Your Sales Strategy A CPQ system that operates in isolation from the broader sales strategy leads to misaligned workflows, inconsistent pricing approvals, and disconnected customer interactions. Align pricing rules with corporate pricing strategies, ensuring consistency across all sales channels.

Best practices 40

Best practices Sales CRM Finance 40

aircall

OCTOBER 17, 2022

As your start planning for the coming year, optimizing your sales win rate is probably a top priority. How to Define Your Sales Win Rate. As our partners at Richpanel share, “Win rate is not just a sales team’s metric. How is sales win rate calculated? . Why You Should Prioritize Your Sales Win Rate.

Sales 117

Sales Gamification Metrics Accountability 117

Beyond Philosophy

NOVEMBER 22, 2017

Was Wells Fargo “building relationships” when it opened all those unauthorized accounts? The company loses sales on that day, but it communicates a shared set of values with its outdoorsy customer base. Wells Fargo deceived millions of customers, opening accounts without telling them. Disagreements. Lorraine and I rarely argue.

Airlines 338

Airlines Consulting Consulting Advertising 338

ShepHyken

NOVEMBER 24, 2017

technical, account, and payment issues first, followed by more minor concerns—and assign tickets to them. Take a look, for example, at Microsoft’s official Xbox Support Twitter account. You can also see if there have been previous interactions with the same customers, and how those were resolved, which could save you even more time.

Customer Service 223

Customer Service B2B B2C Accountability 223

Totango

JULY 17, 2024

You get success right; your revenue is coming.” – Charlie Sonnenberg, VP Sales, Totango + Catalyst Customer-led growth is the only way to protect and sustain revenue growth. Achieving higher retention and growth, however, requires effective collaboration and mutual support between customer success and sales teams. “Success is revenue.

Sales 100

Sales Metrics Accountability Benchmark 100

Cincom

FEBRUARY 21, 2025

Speed, accuracy, and the ability to meet customer demands efficiently are the pillars of success for the sales team. Configure, Price, and Quote (CPQ) software plays a vital role in automating product configuration, pricing, and quote generation helping sales teams to easily handle complex pricing scenarios.

Sales 40

Sales Gamification Finance Best practices 40

Dialer 360

NOVEMBER 26, 2024

So, keeping your prospecting list protected helps prevent your sales team from contacting customers on do-not-call lists. After registering, they need to stop getting telemarketing and sales calls from companies that check their cold calling lists against the DNC. How to Check DNC List Numbers?

B2B 49

B2B Sales Telemarketing CRM 49

Beyond Philosophy

MAY 14, 2020

As a specialist in applying the science of influence and persuasion in sales, leadership, and coaching, Ahearn spoke to us about the six fundamental principles on how to influence people. Most of the time, the people Ahearn works with are intentional about trying to make a sale or changing the behavior of individuals in an organization.

Consulting 419

Consulting Consulting Personalization Accountability 419

Beyond Philosophy

OCTOBER 25, 2019

In our global Customer Experience consultancy, we have said for nearly 20 years that customer’s emotions account for over half of the outcome in any Customer Experience. Instead, they continue to monitor their operational efficiencies, margin percentages, and sales growth in their measurements. That’s where we can help.

Customer emotions 250

Customer emotions Consulting Consulting Customer Experience 250

ShepHyken

APRIL 2, 2021

alone, e-commerce now accounts for 16.1% of all sales. When creating your customer service strategy, it’s important to continue to invest in new technologies and platforms, but don’t overlook the value of optimizing your current channels. Knowing this, having a service recovery strategy in place is crucial for businesses today.

Customer Service 293

Customer Service Self service Metrics Average Handle Time 293

aircall

OCTOBER 6, 2021

One of the best strategies for increasing engagement and retention is to refine your sales onboarding process. In this article, we’ll look at effective sales onboarding and how it can fundamentally improve the new hire experience for your sales professionals. Defining Effective Sales Onboarding.

Sales 117

Sales Scripts Best practices Feedback 117

Callminer

SEPTEMBER 23, 2020

“A good outbound sales script contains a strong connecting statement. ” – Grace Sweeney, 5 Outbound Sales Scripts You Can Adjust on the Fly , Copper; Twitter: @copperinc. ” – Brad Beutler, 6 Examples of Using Employee Email as a New Account Based Marketing Channel , Terminus; Twitter: @Terminus.

Best practices 182

Best practices Call Center Outbound sales Telemarketing 182

Beyond Philosophy

JULY 24, 2017

According to news accounts , they are starting to, though they’re moving at a sloth’s pace to do anything about it. If you can afford its Black Label program, sales people come to you, and you deal with one person from beginning to end. So has Tesla, which also offers cars at a fixed price, bypassing the dealership model altogether.

Employee engagement 278

Employee engagement Finance Sales Consulting 278

ShepHyken

FEBRUARY 9, 2018

Integrating a brand advocacy strategy into your customer service training will allow you to receive support not only from customers but from your own employees too. Train your sales team using the right technology. Asking the right questions will give you valuable insights for improving sales and building brand advocacy.

Customer Service 399

Customer Service Morale Sales Coaching 399