Lumoa

JANUARY 31, 2023

The best practices include: Act on time. Share best practices across teams and organizational boundaries. Upsell to the promoters and introduce new/additional services and products. .” — Donald Porter Acting on customer feedback can be done in two ways: resolving individual issues and changing the bigger picture.

Customer Experience 165

Customer Experience Customer centricity Metrics Feedback 165

CSM Magazine

JULY 22, 2021

Henry Spitzer, VP of Sales at Lusha explains how community building is a powerful and cost-effective way to increase retention by creating a central destination for users to find support, advice and best practices. Communities furthermore, lower service costs and dramatically affect retention and upsell. The Bare Basics.

Advertising 98

Advertising SaaS B2C Best practices 98

ChurnZero

FEBRUARY 17, 2021

Best Practices for Creating Customer Success Capabilities and Organizations. ChurnZero Resource: Knowledge Hub – Customer Expansion, Upselling, and Cross-Selling for CS Teams. TSIA Resource: Best Practices in Low Touch Customer Success. TSIA Resource: Best Practices for Customer Success Onboarding.

Best practices 78

Best practices Upselling SaaS Analytics 78

Vcaretec

JUNE 6, 2022

This enables the Call Center Outsourcing Specialist to become a trusted advisor, helping the customer along the way, and upselling and cross selling without seeming smarmy. Definitely not. For a party suit, the customer will care more about the suit’s luxury feel and material than durability. What if you’re not a luxury brand?

Customer Service 96

Customer Service Average Handle Time Upselling outsourcing 96

Totango

MARCH 26, 2021

The definition of the customer lifecycle has shifted from the perspective of the seller to that of the customer in the wake of technological advances. Use automation to implement best practices and assist struggling customers. 7 Customer Onboarding Best Practices. Extend customers cross-sell and upsell offers.

SaaS 68

SaaS Best practices Upselling Education 68

Totango

MARCH 4, 2022

They have different definitions, purposes, methods and tools. Totango’s platform achieves this by combining KPI monitoring with automatically and manually triggered workflows called SuccessPlays , which reflect best practices for specific situations. What Is the Difference between B2B Customer Service and Customer Success?

B2B 98

B2B Customer Service B2C Interactive Voice Response 98

Totango

AUGUST 18, 2022

It also promotes higher product usage, increases the likelihood of upselling purchases and encourages customers to become enthusiastic brand advocates. Optimizing your customer onboarding may not be your only priority, but it should definitely be high on your list. Why Optimizing Your SaaS Onboarding Matters.

Journey mapping 99

Journey mapping SaaS Upselling Enterprise 99

Amity

OCTOBER 31, 2016

Almost immediately, we started to scale the team to enable us to be more proactive to ensure we were able to do all the things that Customer Success does best: onboarding, coaching, renewals, upsell, support, and services. Definitely. If I had to sum it up, everything post-sale is the domain of the Customer Success team.

Coaching 0

Coaching Upselling Engineering Marketing 0

ChurnZero

MARCH 22, 2019

This was just one of the takeaways from our well-attended webinar this week on- Understanding the Real Impact of Improving Retention and Customer Success Best Practices. Rob: I would say there are definitely certain ways to go about it, and I think it all depends, and is why we will do a whole research report on that spending data.

Customer retention 61

Customer retention Upselling SaaS Customer centricity 61

CustomerSuccessBox

SEPTEMBER 20, 2021

If you like listening rather than reading, you must definitely check out Intercom podcasts. The platform was created to share best practices, identify challenges and constraints and find ways to solve it. CSM Practice is a leading Customer Success Strategy consultancy firm. The Customer Bliss. Recommnded Read.

SaaS 64

SaaS Customer centricity B2B Best practices 64

Nicereply

SEPTEMBER 21, 2021

Then, when chances to renew or upsell come along, customers aren’t interested because they feel like you haven’t delivered on your promises. An excellent place to start is having a clear definition of your audience and the goals you need to accomplish to satisfy the said audience. Attention, granted.

Customer Experience 102

Customer Experience Self service Upselling Metrics 102

Callminer

SEPTEMBER 14, 2020

Business analysts are involved in activities such as relationship building, process evaluation, requirements gathering, process improvement, scope definition, requirements documentation, non-technical and technical design, scope management, project support, charting future direction and road mapping.

Call Center 182

Call Center Analytics First call resolution Metrics 182

CSM Practice

DECEMBER 8, 2019

Revealing opportunities for cross-sells and upsells. 3 New Customer Onboarding Best Practices: [link]. Advocacy Definition for Customer Success: [link]. Predicting at-risk customers. Engaging with customers to improve relationship. Identifying competitive threats. Reducing marketing costs.

SaaS 88

SaaS Customer retention Accountability Feedback 88

ChurnZero

JULY 17, 2020

We will then explore best practices for how to optimize your renewal rate regardless of the renewal owner at your organization. . . The person who constantly has conversations with your accounts whenever there is an opportunity for upselling and expansion. Who in Sales owns the Renewal Process? Account Manager – A farmer.

Sales 59

Sales Chief Customer Officer Upselling Accountability 59

Comm100

SEPTEMBER 28, 2022

Download our annual Live Chat Benchmark Report for free access to the latest live chat data alongside best practices and optimization. A low sales conversion rate could mean that agents need additional training in good sales and upselling practices. Live Chat Benchmark Report 2022. Click here. Number of chats. Click here.

Average Handle Time 98

Average Handle Time Benchmark Wait times Metrics 98

Kayako

APRIL 1, 2022

Ecommerce hasn’t changed customers’ definition of good service, but it has made it more challenging for companies to meet those expectations. Best practices for integrating automation into eCommerce customer service include: Use automation to reach out to struggling customers.

Sales 90

Sales Upselling Personalization Chatbots 90

Fonolo

JULY 5, 2023

The best way to approach customer service is to be proactive: solve a problem before a customer notices and their respect and appreciation of your brand will get a massive boost. They definitely don’t want to call you twice. Customers don’t want to call you in the first place. 30 Call Center Tips and Tricks You Can’t Live Without 3.

Surveys 104

Surveys Brand ambassadors Sales Advertising 104

Totango

JANUARY 24, 2019

The digital transformation of business has created a customer-centered economy built on subscriptions, personalized services, and new definitions of customer loyalty. You need to adopt a company-wide strategy and prioritize your customer approach based on actual customer data in order to reduce churn and capitalize on upsell opportunities.

Upselling 55

Upselling Best practices Accountability SaaS 55

Amity

MAY 25, 2016

What they really rely on us to do is provide those best practices and say, “This is what you should/shouldn’t be doing” -- and our structure really allows us to accomplish that. Some organizations are very hierarchical, but we definitely have an open door policy. We’re really focused on that.

Best practices 90

Best practices Metrics Sales SaaS 90

Outsource Consultants

JANUARY 8, 2025

Definition and Scope Call Center Business Process Outsourcing (BPO) refers to the strategic delegation of customer service operations to specialized third-party providers. This practice has gained significant traction, with the global call center market estimated at US$332.2 What is Call Center BPO?

Call Center 67

Call Center outsourcing Business Process Outsourcing Average Handle Time 67

ClientSuccess

JUNE 20, 2017

Expansion Growth Rate (Upsell + Cross-sell). Expansion growth rate can be one of the best indicators of the health of your business as typically customers who are purchasing more are getting high value and have a very high propensity to renew year over year. Revenue Churn Rate (Gross and Net).

Upselling 40

Upselling SaaS Metrics Best practices 40

Amity

FEBRUARY 2, 2016

Customer Success Summit 2016 promises 2 days of interactive sessions, practitioner best practices and networking to master the business of customer success. It determines the effectiveness of free trials, paid pilots, churn reduction, renewals, upsells and referrals. March 21-22 - Customer Success Summit.

SaaS 80

SaaS Education Customer retention Sales 80

CSM Practice

FEBRUARY 24, 2020

Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices. 4. In 2014, Irit founded CSM Practice , an international consulting firm providing strategy and technology services. About CSM Practice.

Metrics 52

Metrics SaaS Upselling Accountability 52

ProProfs Blog

SEPTEMBER 13, 2019

What are the best practices for SaaS customer support teams? Here’s the simple and understandable definition of SaaS customer support: SaaS Customer Support is an ongoing process of providing necessary help to your existing customers, trial users, and prospects. 4 Best Practices for SaaS Support Teams.

SaaS 83

SaaS Customer Service Best practices Customer Support 83

Amity

DECEMBER 14, 2016

Others manage subscriptions, software usage, renewals, upsells and other parts of the sales process. The roles we serve include designers (many definitions for this as well), product managers, engineers, business analysts, marketers and even C-level executives. Some teams are responsible for onboarding and training.

Management 84

Management Finance Enterprise Accountability 84

CustomerSuccessBox

JUNE 22, 2021

Account Health is the data driven way of measuring who’s getting value and who’s not, who you need to pay attention to, who might be at the risk of churning and who on the other hand, might be sitting on an opportunity where you can not likely upsell. . Read Best practices to calculate health score. Lookback Period.

Accountability 52

Accountability Upselling B2B SaaS 52

Cincom

MAY 8, 2024

Lack of Renewal/Upsell Opportunities: Limited visibility into customer purchase history and usage makes identifying renewal and upsell opportunities extremely difficult. Configurable rules encode compliance requirements and best practices to guide users and skip unnecessary steps.

Enterprise 52

Enterprise Sales CRM Upselling 52

Amity

JULY 18, 2016

HOW to build a Customer Success Model: How you decide to define Customer Success for your company in order to achieve these goals will vary depending on what best serves your particular customers, what product and market you are addressing, and the development stage of your SaaS business. Best practices. Change Agent.

SaaS 66

SaaS Metrics Accountability Technical Support 66

ClientSuccess

NOVEMBER 21, 2017

We’ve all been there: A customer relationship is going well and there are no obvious problems or red flags in sight, yet when it comes time for a ‘serious talk,’ such as a renewal conversation or upsell demo, there is suddenly radio silence on the customer’s end. Multiple Ways a CSM Can Bring a Customer Back.

Upselling 50

Upselling Metrics SaaS Best practices 50

ClientSuccess

JUNE 13, 2017

Definition: The percentage of customers retained over a given period of time. Definition: The percentage of customers that are lost (i.e. Definition: Gross Revenue Retention only considers the starting revenue minus any revenue lost through downsell or churn. Customer Retention Rate (CRR). Customer Churn Rate (CCR).

SaaS 43

SaaS Metrics Customer retention Upselling 43

Amity

JANUARY 30, 2019

’ In case you didn’t read it, or need a refresher, our definition of Customer Success is proactive enablement. How will you support your organization in achieving your definition of Customer Success? Look at the structure that is required to support your CS definition, mission and desired customer journey.

Education 61

Education Engineering B2C Technical Support 61

ClientSuccess

JUNE 12, 2017

What are the Definitions of Customer Success Terms? A cross-sell differs from an upsell, which often increases incoming revenue or expands on a current product offering. Adoption is a customer success term with two possible definitions associated with it. – Part II. You asked and we listened! Cross-Sell. Deployment.

SaaS 46

SaaS Metrics Best practices Benchmark 46

Solvvy

OCTOBER 12, 2022

NLU technology gives machines the ability to understand language – but it’s more than just understanding dictionary definitions. An AI chatbot can even call the customer by name and upsell or collect feedback on past purchases or engagements. . Natural Language Understanding (NLU).

Chatbots 94

Chatbots Customer Support Interactive Voice Response Self service 94

ClientSuccess

JUNE 17, 2019

Whether that revenue comes from an upsell, cross-sell, expansion, or something else, it’s still new revenue attributed to the customer. While some organizations have CSMs handle the entire upsell process, others bring in sales team members to help facilitate negotiating and contracts. This is where differences start to come into play.

Accountability 42

Accountability Upselling SaaS Feedback 42

Global Response

DECEMBER 21, 2022

Not only does it ensure agents are using your known best practices, but it also enables your team to find and create best practices by listening and evaluating successful calls. Call Center Quality Assurance Best Practices No two QA programs are—or should be—exactly alike. Of course—it’s never too late!

Call Center 62

Call Center Outbound sales Best practices Feedback 62

Kayako

SEPTEMBER 15, 2016

Upsell – check! Having the feeling of being watched constantly can definitely be a source of stress for the customer support agents. Best practice webinars for your product bring you in contact with the customers that are eager to learn. Expressed empathy – check!

Customer Support 68

Customer Support Feedback Best practices Self service 68

ClientSuccess

MAY 8, 2017

What are the Definitions of Key Customer Success Words? Upsells are what most customer success professionals strive for daily. An upsell means that not only did a customer see enough value in a product to make them want to renew, but they also wanted to expand usage and collaborate with a brand in even more ways.

Upselling 42

Upselling SaaS Metrics Accountability 42