Kapta Customer Success

SEPTEMBER 19, 2024

Let's Talk Retention If you are part of an account management team you are probably hyperaware of how important retention is. Sharing from a chapter of my own journey, I recall an account management team I was part of, where we held regular retrospectives to understand the "whys" behind our retention figures.

Sales 59

Sales Upselling Accountability Metrics 59

Cincom

MAY 8, 2024

Managing sales processes across large organizations is complex. From coordinating teams to configuring quotes, enterprise companies face immense challenges keeping sales operations running smoothly. This frustrates customers and limits sales capacity. Sales data gets scattered across systems. What Is CPQ Software?

Enterprise 52

Enterprise Sales CRM Upselling 52

ClientSuccess

SEPTEMBER 17, 2021

This same sense of leadership is also true for sales discussions. 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.

Upselling 52

Upselling Accountability Sales Marketing 52

TMP Direct

JULY 11, 2024

In the competitive world of home improvement, businesses need a reliable partner to manage sales operations and enhance customer experiences. TMP Direct’s proven full-function B2C/B2B sales teams are designed to meet this need, driving inbound, outbound, and online sales, signups, and test drives.

B2C 52

B2C B2B Sales Best practices 52

ChurnZero

SEPTEMBER 27, 2024

1: To hold customers accountable for outcomes, practice “proactive reactivity” Q: How do you hold customers accountable? Keishla : Accountability in business relationships is key. Q: My sales team often tells me the customer goals and is hesitant to let CS ask again on kickoff calls.

Best practices 52

Best practices Accountability Sales Feedback 52

ShepHyken

SEPTEMBER 7, 2023

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. Partnering with your sales team here can help.

B2C 349

B2C Customer centricity Feedback Upselling 349

Totango

MAY 23, 2019

When your goal is to grow your customer’s business, upselling becomes a means, not an end. Upsells are the result of the growth a customer has enjoyed because of your commitment to delivering lifetime value. It’s also worth noting that up to 70% of revenue in a subscription business comes from existing customer renewals and upsells.

Upselling 76

Upselling Customer centricity Enterprise Metrics 76

ShepHyken

JUNE 8, 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 discusses customer experience gaps that hinder profitability and how to close them. Are you providing as good of a customer experience as you think you are?

Customer Experience 156

Customer Experience Upselling Accountability Feedback 156

Quality Contact Solutions

MARCH 11, 2021

At Quality Contact Solutions , we believe our company exists because sales drive the world. Quality Contact Solutions is no different, and proud to be part of the sales world that keeps our economy running. Our focus centers around offering telemarketing services that help increase sales and support customers all across the U.S.

Telemarketing 98

Telemarketing Sales Upselling outsourcing 98

ClientSuccess

OCTOBER 25, 2022

In addition to managing the day-to-day health and support of customer accounts, CSMs are tasked with building a strategic vision for customers and reviewing future challenges, wins, and opportunities. . What is a customer account review? Customer account reviews can happen on a quarterly, bi-annual, or even annual basis.

Accountability 74

Accountability Upselling Metrics Sales 74

Integrity Solutions

NOVEMBER 29, 2022

While investing in sales training can produce a range of benefits, all of us in sales know it all boils down to the bottom line. Here are the sales training metrics you should be using to measure your success. How to Determine Sales Training Metrics. There are a number of factors contributing to this dismal return rate.

Metrics 88

Metrics Sales Coaching Accountability 88

Nicereply

MARCH 16, 2022

Some treat Customer Experience as a synonym to Customer Success, others see Success and Support as part of the CX team, and still, others prefer it reports into Sales as a way to increase upsells and renewals. She had a very unique solution to this structure: incorporating Sales into the Customer Experience team.

Sales 111

Sales Customer Experience Upselling Self service 111

TMP Direct

JULY 11, 2024

In the competitive world of home improvement, businesses need a reliable partner to manage sales operations and enhance customer experiences. TMP Direct’s proven full-function B2C/B2B sales teams are designed to meet this need, driving inbound, outbound, and online sales, signups, and test drives.

B2C 52

B2C B2B Sales Best practices 52

Comm100

NOVEMBER 11, 2015

“Sales are contingent upon the attitude of the salesman–not the attitude of the prospect.”- Before you roll your eyes and point out that you don’t have a magic lamp to rub, consider your upselling game. Do you really know how to upsell? Try the following awesome upselling techniques: Make the Customer Comfortable.

Upselling 75

Upselling Sales Scripts B2C 75

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 93

Sales Coaching Brand ambassadors B2B 93

Quality Contact Solutions

JANUARY 27, 2022

Whether your call center is inbound or outbound , and if you have a product or service to deliver, finding ways to increase sales is a consistent priority. The topic of increasing sales is so prevalent that thousands of books and articles are published. Increase Sales with Cross-Selling. Sales and Service.

Sales 98

Sales Upselling B2C Best practices 98

ChurnZero

SEPTEMBER 14, 2021

There’s a common (albeit misplaced) fear among CSMs that sales talk will tarnish their customer’s trust and set fire to the relationships they’ve worked so hard to build. . But nothing could be further from the truth so long as you handle your sales conversations with tact, understanding, and integrity. .

Sales 94

Sales Upselling Morale SaaS 94

ChurnZero

JUNE 15, 2023

With less budget to go around, some SaaS companies are merging customer success and account management into one function that’s responsible for an account’s business strategy, product adoption, and value realization, as well as its renewal and expansion. CRMs are absolutely a must for automating and scaling sales operations.

CRM 96

CRM Sales Accountability Analytics 96

Hodusoft

SEPTEMBER 4, 2024

How The Right Call Center Solution Can Enhance E-commerce Sales? Choosing the right call center solution can mean the difference between achieving (even surpassing) the targeted sales volume and missing the mark. After Sales Support After customers receive their orders, they may face some issues with it.

call center solutions 52

call center solutions Call Center Sales call center software 52

Totango

OCTOBER 30, 2024

To drive customer-led growth, organizations need to assign ownership for expansion, align tactics to value drivers, measure post-sales funnels precisely, streamline communication post-sale, and use automation to create more clarity for teams. According to GTM Partners, 72% of companies experienced longer sales cycles in 2023.

Upselling 62

Upselling Sales Accountability SaaS 62

ShepHyken

JUNE 7, 2021

How to Upsell and Cross-Sell (4 Best Practices) by Jared Atchison. That’s the famous McDonald’s upsell question. That question has accounted for millions and millions of extra sales. It’s an upsell, and one that makes the customer glad they bought. My Comment: “Would you like fries with that?”

Customer Service 349

Customer Service Customer centricity Government Upselling 349

Amity

AUGUST 26, 2015

Hey, I’m referring to Upselling! Ever try to explain to someone what upsell means? Arguably one of the most recognized promotional tag lines of our time, I’ll bet that people don’t realize the McDonald’s suggestion is pure, shameless upsell. If upsell is fries, then cross-sell is fish. SaaS Click To Tweet.

Upselling 88

Upselling Management SaaS Customer retention 88

Help Scout

MAY 27, 2021

When considering customer success and account management, it’s valuable to consider them as complementary teams rather than interchangeable groups or, worse, competitors. There are a few things that differentiate customer success from account management. What is account management? Key components of account management.

Accountability 66

Accountability Management Upselling Education 66

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 Engineering 52

JustCall

FEBRUARY 28, 2020

Or, Are you looking for an Account Manager job description that can take you through your interview? Well, whether you yourself are going to take up the role of an Account Manager or you are looking out for hiring one. This blog post will give you a complete idea of an Account Manager job description.

Accountability 52

Accountability Management Finance Upselling 52

ClientSuccess

MARCH 2, 2021

This is especially true for Account Executives and Customer Success Managers – two roles that work extremely close with customers (and each other) and tend to be rolled into one when thinking about customer account management . eBook: Customer Success as a Culture: Sales Leaders Edition.

Accountability 62

Accountability Management Upselling SaaS 62

Totango

JANUARY 30, 2020

Customer success and account management share common goals: Building customer loyalty and driving growth. Still, considering customer success vs account management reveals some insight into the contributions of both roles. Customer Success vs Account Management: How are They Different? Understanding the Customer Journey.

Accountability 71

Accountability Management Upselling Enterprise 71

Pointillist

MARCH 22, 2018

90% of customer value for B2B businesses is obtained after the initial sale.’ – Marketo. JetBlue has in the past made as much as an additional $140million in revenue through its upsell program called ‘Even More Space.’. In this post, I take a detailed look at: What is upsell and cross-sell? Upsell Or Cross-sell?

Upselling 71

Upselling Analytics B2B B2C 71

Totango

JANUARY 30, 2020

Customer success and account management share common goals: Building customer loyalty and driving growth. Still, considering customer success vs account management reveals some insight into the contributions of both roles. Customer Success vs Account Management: How are They Different? Understanding the Customer Journey.

Accountability 63

Accountability Management Upselling Enterprise 63

CustomerSuccessBox

MARCH 15, 2022

So let’s deep dive into Customer Success, Customer support and Account management. So to break down its operations: Increasing the recurring revenues and sales. Growing the accounts with sales techniques and awesome customer experience. What is Account Management? What is customer success? Minimizing churn.

Accountability 52

Accountability Customer Support Management Upselling 52

JustCall

AUGUST 8, 2023

Here’s a deeper look at how conversational AI can increase eCommerce sales. 10 Ways Conversational AI Can Increase eCommerce Sales 1. In other words, it is no longer a secret that personalization drives sales. It will result in higher engagement levels, which will lead the way to more sales.

Sales 52

Sales Upselling Revenue potential Customer centricity 52

ChurnZero

JULY 22, 2021

By creating healthy boundaries, Customer Success and Sales don’t have to spend their days assessing and arguing over every expansion situation. Your rules of engagement should be based on which team is genuinely the best fit in each scenario and has the greatest likelihood of gaining sales traction. Product and process complexity.

Sales 98

Sales Upselling Enterprise SaaS 98

aircall

FEBRUARY 6, 2023

But what else can it bring to the table when it comes to driving sales and team performance ? All these conversations automatically link to the relevant account owner in your CRM. That way, customer and sales narratives can be managed in real-time together, allowing salespeople to easily develop insights.

CRM 62

CRM Sales Chatbots Upselling 62

ChurnZero

SEPTEMBER 16, 2021

There’s a common (albeit misplaced) fear among CSMs that sales talk will tarnish their customer’s trust and set fire to the relationships they’ve worked so hard to build. . But nothing could be further from the truth so long as you handle your sales conversations with tact, understanding, and integrity. .

Sales 52

Sales Upselling Morale SaaS 52

Education Services Group

NOVEMBER 25, 2019

Instead, they’re simply “rebranding” their Account Managers as Customer Success Managers with little to no training or transition. Though both AMs and CSMs have a post-sales role, and AMs often make excellent CSMs with the proper change management and training, the two practices are certainly far from synonymous.

Accountability 59

Accountability Management Upselling Sales 59

Amity

AUGUST 9, 2016

SaaS Tattler Issue 91 - Is it the right time to upsell to your customer? They're an integral part of Customer Success, but they've always led to somewhat of a sensitive topic: Is now the time to upsell? • When Should You Upsell To Your SaaS Customers? • Upselling in a Customer-First Company.

Upselling 57

Upselling SaaS Customer centricity Analytics 57

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