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

Taylor Reach Group

MARCH 10, 2020

While the roles may vary widely in their level of accountability, breadth across the organization, or channels (web, store, mobile, call center, etc.), Evolved organizations have been able to foster a CX culture where each and every employee feels accountability for it. they aim to improve the client experience in some way.

Customer Experience 123

Customer Experience Journey mapping Customer retention Chief Customer Officer 123

Callminer

SEPTEMBER 14, 2020

For instance, a call center business analyst might recommend implementing an interaction analytics solution for a collections and accounts receivables management (ARM) firm to ensure that call center agents meet compliance requirements for debt collection. The optimal role of a business analyst in the call center is to…”.

Call Center 182

Call Center Analytics First call resolution Metrics 182

ClientSuccess

FEBRUARY 15, 2021

Customer-centric service has emerged as one of the leading contributors to account renewals, recurring revenue, and upsells for SaaS-based organizations. . What this really boils down to, however, is that CSMs and account managers should make decisions and build project plans from the customer mindset.

Benchmark 59

Benchmark Upselling SaaS Customer centricity 59

CSM Practice

FEBRUARY 12, 2020

Since existing customers are usually more willing to buy, companies typically offer additional solutions and features in the form of upsells and cross-sells. This may be after a year when customers have fully adopted the product and your interaction allows for account expansion. ?. Qualitative Data. Thinking Ahead.

Upselling 52

Upselling Customer centricity Sales Accountability 52

Ann Michaels and Associates

SEPTEMBER 24, 2019

This also gives insight into whether your employees are upselling/cross-selling other products or services offered by your company that may be important to the customer. Use the web contact form to inquire about products or services. And you can experience what it feels like to be an actual customer.

B2B 49

B2B Inbound sales Upselling B2C 49

Cincom

JANUARY 30, 2025

In the account confirmation email, you send her the requested quote and invite her to download the mobile app for interactive conversation and guidance, but she doesnt do so; however, she reads the quote you sent. Key Benefits: Allows customers history and account information to be retrieved in a shorter duration.

Personalization 40

Personalization CRM Analytics Chatbots 40

Global Response

JULY 3, 2023

Call centers aren’t just for solving customer problems and upgrading customer accounts: they’re essential channels to develop customer relationships and loyalty. Here are six tried-and-true strategies from our decades of experience in call centers and customer service. So, how can you do this effectively?

Call Center 62

Call Center outsourcing Customer centricity Upselling 62

Cincom

MARCH 6, 2020

Extending the Pareto Principle to the real world, 20 percent of your products would account for 80 percent of your profits, and 20 percent of your sales force would drive 80 percent of your sales. MSPs offer service levels ranging from highly specific to more generalized descriptions. Cross- and Upselling Potential.

Management 66

Management CRM Sales Metrics 66

Global Response

MAY 1, 2023

Some services that may be offered by inbound call centers are: customer service and support full-service help desk multilingual support technical support order taking appointment setting customer chat and multichannel support omnichannel support Almost every company who sells a service or a product will need some support for inbound calls.

Call Center 62

Call Center Multichannel virtual call center outsourcing 62

Global Response

JULY 23, 2023

As a result, language barriers decrease or are eliminated altogether, aiding in communication and improving service levels and customer experiences. Sky-High Costs The Problem: Adding on a call center creates yet another line item that must be budgeted and accounted for—and in today’s economy, that’s a difficult problem to get around.

Call Center 62

Call Center outsourcing Bilingual agents Service level 62

Quality Contact Solutions

DECEMBER 31, 0001

An outsourced inbound call center can add a level of expertise and professionalism to your business without the burden, expense, and difficulty of managing it. Additionally, an inbound call center can also offer upselling or cross-selling efforts, lead generation, appointment setting, and data clean up services, to name a few.

outsourcing 40

outsourcing Call Center Telemarketing B2B 40

Quality Contact Solutions

DECEMBER 31, 1969

An outsourced inbound call center can add a level of expertise and professionalism to your business without the burden, expense, and difficulty of managing it. Additionally, an inbound call center can also offer upselling or cross-selling efforts, lead generation, appointment setting, and data clean up services, to name a few.

outsourcing 40

outsourcing Call Center Telemarketing B2B 40

JivoChat

APRIL 21, 2021

Live chat tools provide more upsell and cross-sell opportunities. When existing customers return to your site, that’s a good indicator that they’re satisfied with your products or services. Mobile now accounts for nearly 60% of global web traffic. Pure Chat is a live chat tool with two service levels: Growth and PRO.

Chatbots 52

Chatbots Analytics CRM Sales 52

Ann Michaels and Associates

JUNE 11, 2018

This also gives insight into whether your employees are upselling/cross-selling other products or services offered by your company that may be important to the customer. Use the web contact form to inquire about products or services. And you can experience what it feels like to be an actual customer.

B2B 40

B2B Inbound sales Upselling B2C 40

JivoChat

AUGUST 24, 2021

Conversation ratings are a type of customer service metric that assigns a satisfaction rating to each customer resolution. The higher the rating, the better your team handled the customer’s inquiry regarding speed, service level, and helpfulness. Upsell and Cross-Sell Frequencies. Aiza Coronado. Petra Odak.

Metrics 59

Metrics Customer Service Upselling Average Handle Time 59

ROI CX Solutions

DECEMBER 6, 2024

Call center goals can help agents stay focused, understand expectations, and feel more accountable. Plus, when teams thrive, customer service naturally improves, creating happier customers and positive outcomes. Regular performance reviews Frequent performance reviews are critical for team alignment and accountability.

Call Center 52

Call Center Interactive Voice Response Contact Center Average Handle Time 52

Balto

JANUARY 14, 2025

By aligning staffing levels with predicted demand, they improved service levels during Black Friday by 25%. Revenue Growth Analytics directly impacts revenue and sales performance through targeted strategies: Upselling and Cross-Selling : Insights into purchase history help agents recommend relevant products or services.

Call Center 52

Call Center Analytics Average Handle Time Big data 52

CSM Magazine

MARCH 27, 2020

It’s easy to see effects of bad customer service—one request slips through the cracks and you could be looking at a public battle on your social media accounts tomorrow. They want to improve the overall customer experience, from product creation to the upsell. Customer Service. Customer Support.

Customer Support 52

Customer Support Self service Upselling Feedback 52

CSM Practice

JANUARY 1, 2017

Most companies have an on-premise #CustomerSuccess program that typically comes in the form of TAM (Technical Account Management) services. In my experience, depending on the size of the account, the customer success manager is assigned to multiple accounts and is separate from the team that renews the customer’s contract.

SaaS 58

SaaS Metrics Accountability Best practices 58

JustCall

MARCH 6, 2023

Customer service levels rise because motivated agents try harder to perform well. The agent’s concerns, if any, can be taken into account. It could be the number of calls handled during a specific time period, the number of disputes settled, grasping upselling opportunities, or anything else relevant to the business.

Call Center 52

Call Center Gamification Metrics Upselling 52

JivoChat

DECEMBER 29, 2020

Free live chat software is more common than ever, with vendors offering a no-cost version with the idea of upselling users in the future. Although it costs nothing, free live chat software doesn’t have the same level of features as paid alternatives. A dedicated account manager, along with 24/7 customer support (with many providers).

Advertising 52

Advertising Upselling Healthcare Personalization 52

SmartKarrot

MAY 5, 2022

Maintain a balanced proactive/reactive relationship with your assigned accounts. Expand Impact.com’s presence in the client organizations by developing relationships and facilitating strategic review sessions with senior-level people that have decision-making authority. Retain your annual net retention target. Apply here: [link].

Upselling 3

Upselling Metrics Accountability Customer centricity 3

SmartKarrot

APRIL 6, 2022

Develop and action productivity and performance reporting of customer success management, individuals, and account opportunity. Work with the VP of Customer Success to drive customer success annual planning, including determining account segmentation, organizational design, account coverage, and capacity model.

Upselling 19

Upselling Accountability Metrics Sales 19

JivoChat

JUNE 1, 2021

If your support or service level is lacking at any customer touchpoints, the buyer’s experience may suffer. Here are important post-purchase touchpoints to keep in mind: Upselling and cross-selling emails. As a result, so too could your brand reputation and conversion rates. Signage and helpful messaging.

CRM 52

CRM Advertising Chatbots Surveys 52

EPIC Connections

SEPTEMBER 10, 2018

RFP processes are known to drag on, and vendors are known to influence and upsell buyers, losing clients in a maze of features and functions that can result in multi-million-dollar solutions when a simple ACD (Automatic Call Distribution) function would have done the job. Service Level Objectives.

Cloud contact 33

Cloud contact Contact Center Call flow Best practices 33

SmartKarrot

FEBRUARY 8, 2022

Forecast upcoming renewals and upsell opportunities. Run upsell sales cycle process. Establish performance metrics, service levels, and requirements for objectively measuring service levels and team performance. Understand the customer use case. Respond to customers with low usage.

Upselling 19

Upselling B2B SaaS Customer centricity 19

SmartKarrot

APRIL 18, 2022

Drive employee engagement and a high-performance culture within the teams, ensuring effective performance management, coaching, and development of the teams, and creating an environment where people can excel through accountability, encouragement, and empowerment. Supporting the account team in preparing customer periodic business reviews.

Advertising 19

Advertising Customer advocacy Finance Best practices 19

SmartKarrot

MARCH 2, 2022

Partner with Sales and Accounts to renew and expand customer contracts. Ensure delivery of contracted products/services to clients to ensure SLAs (Service Level Agreements) and KPIs (Key Performance Indicators) as defined in the contracts are met or exceeded, 1 -2x a month, provide usage reports.

Best practices 3

Best practices Engineering Upselling Accountability 3

SmartKarrot

MAY 31, 2022

Own the execution of securing renewals across the existing customer base and measured on customer satisfaction, implementation success, and some elements of upsell. Accurately document client interactions while adhering to varying service levels across advertisers. Apply here: [link].

Advertising 3

Advertising Education Upselling Accountability 3

Enghouse Interactive

JULY 10, 2018

Making significant changes to an account. The goal is to not have members repeating themselves every time they interact with your company.Not only does the 360 degree view allow for easier service but it also allows you to anticipate members needs, and then upsell. Inquiring about fraud or unfamiliar charges. #3.

Self service 40

Self service CRM Contact Center Analytics 40

SmartKarrot

JULY 29, 2021

Apply here: [link] Role: Client Success Director Location: Remote, United States Organization: Happify Health As a Client Success Director, you will monitor and manage ongoing client success metrics including user activation, usage, retention, marketing execution, service level agreements, and other commitments.

Upselling 12

Upselling Entertainment Metrics Coaching 12

SmartKarrot

JULY 6, 2020

That way, it helps you and your team save time and energy for things that matter – such as solving a problem, improving a customer relationship, and expanding coverage in an account. Automate customer success to identify and track Service Level Agreements (SLAs), and project deliverables by specific milestones across all your customers.

SaaS 11

SaaS Upselling Accountability Surveys 11

SmartKarrot

JUNE 3, 2021

Implement and monitor Service Level Agreement performance, supporting the Service Account Lead including attending relevant key Customer service meetings as required. Ensure effective resource planning and capacity/utilization management of the Field Service & Installations Team.

Technical Support 10

Technical Support Upselling Engineering Accountability 10

SmartKarrot

JUNE 29, 2021

Lead, develop, and grow teams of high-performing Partnership Account Managers, Strategic Account Managers, and Customer Success Managers. Understand white space and work to identify and/or develop upsell opportunities. Manage account escalations. Build executive-level customer relationships.

Complaint resolution 10

Complaint resolution Upselling Accountability Metrics 10

SmartKarrot

JULY 26, 2021

Ensure delivery of contracted products/services to clients to ensure SLAs (Service Level Agreements) and KPIs (Key Performance Indicators) as defined in the contracts are met or exceeded, 1 -2x a month, provide usage reports. Understand level of adoption and assess the risk in renewing existing contracts.

Upselling 10

Upselling Accountability Customer centricity Best practices 10

SmartKarrot

JULY 2, 2021

Operates as the principal point of contact and liaison for all strategic accounts for service management, support, and escalations. Develop and implement strategic plans to ensure close oversight on overall customer health and successful execution of deliverables against Service Level Agreements.

Call Logging 10

Call Logging Upselling Accountability Employee engagement 10