Totango

OCTOBER 25, 2022

How to Structure a Customer Success Team: Four Best Practices. Customer success organizations will enjoy an optimal performance by following some established best practices. For best results, coordinate your CS team with your marketing and sales team to develop an integrated expansion plan.

Best practices 101

Best practices Chief Customer Officer Customer centricity Sales 101

ShepHyken

SEPTEMBER 20, 2019

It’s also not uncommon for other departments such as Sales, Onboarding, and Marketing to have access to support software as well. Teams should integrate support software with development tools, sales tools including CRM technology, and marketing communication tools. This information can also benefit other departments.

B2B 285

B2B Customer Support CRM B2C 285

Totango

FEBRUARY 7, 2019

You should adopt a “time invested equals benefits gained” approach with your SaaS renewal best practices. The Top 5 SaaS Renewal Best Practices. We’ve gathered 5 of our favorite SaaS renewal best practices to help you remove the stress from your retention process: Define your customer.

Best practices 82

Best practices SaaS Customer retention Upselling 82

Totango

NOVEMBER 3, 2021

Here we’ll cover some best practices for getting the most out of your NPS surveys. The wording also may vary depending on whether your market is a B2B or B2C niche. For example, since NPS Promoters are satisfied with your brand, offering them an upsell discount might be an appropriate follow-up action.

Best practices 103

Best practices Surveys Upselling Journey mapping 103

Totango

NOVEMBER 3, 2021

Here we’ll cover some best practices for getting the most out of your NPS surveys. The wording also may vary depending on whether your market is a B2B or B2C niche. For example, since NPS Promoters are satisfied with your brand, offering them an upsell discount might be an appropriate follow-up action.

Best practices 102

Best practices Surveys Upselling Journey mapping 102

Totango

NOVEMBER 3, 2021

Here we’ll cover some best practices for getting the most out of your NPS surveys. The wording also may vary depending on whether your market is a B2B or B2C niche. For example, since NPS Promoters are satisfied with your brand, offering them an upsell discount might be an appropriate follow-up action.

Best practices 100

Best practices Surveys Upselling Journey mapping 100

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. He also sits on the board of Directors for CSPN. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

CustomerSuccessBox

JUNE 5, 2019

The best practices for configuring a health score include. A SaaS customer goes through acquisition, onboarding, retention, and upsell. Ultimately, you have to identify unmet needs so that you can upsell / cross-sell. Human/Market input : CSM input, sales inputs, and market trends.

Best practices 89

Best practices SaaS Accountability B2B 89

Influitive

OCTOBER 21, 2015

The most powerful tool B2B marketers have in today’s hyper-connected world is genuine word of mouth from their customers—such as reviews, social media shares and recommendations. And brands that use advocate marketing programs to inspire and encourage their customers to create social proof for their products will be the ones that thrive.

B2B 99

B2B Marketing Customer advocacy Advertising 99

Callminer

FEBRUARY 23, 2021

Adapting to a shifting market means making changes to agent engagement processes , team cooperation, agent training and more, while maintaining a positive customer experience. 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

ChurnZero

FEBRUARY 7, 2025

Upselling opportunities Using CRM data, CS teams can identify upselling or cross-selling opportunities, which the CSP supports with targeted communication, ensuring the right message reaches the customer at the right time. Define what success looks like.

CRM 59

CRM Upselling Best practices Analytics 59

ChurnZero

MARCH 14, 2025

And, on the flip side, what value does customer success bring to their sales counterparts as part of the broader go-to-market team? Will CSMs struggle to maintain a customer-first mindset and spend all their time on upsells, rather than learning about their big picture goals and helping them navigate the path to get there?

Upselling 52

Upselling Sales Customer retention Consulting 52

Totango

JANUARY 22, 2019

While there’s a temptation to prioritize the acquisition of new customers—a market share focused approach—the real prize lies in nurturing your current customers. SaaS Customer Success Best Practices That Work. As such, customer success in the SaaS market is not the domain of a single team— it’s a company-wide strategy.

Best practices 72

Best practices SaaS Upselling CRM 72

OctopusTech

JULY 21, 2023

Customer data nowadays is one of the most important types of data that are used by various businesses to optimize and improve their sales and marketing efforts. With the proper collection of data, create better products, drive more sales, improve user experience, get referrals, build a stronger brand, and enter into a new market.

Best practices 62

Best practices Management Upselling Sales 62

ChurnZero

JANUARY 17, 2020

ChurnZero Power-Users Share Tips, Tricks and Best Practices. In a SaaS company it is vitally important to know how and when my customers are using the platform in order to take advantage of a patterns… [one can] see an upsell opportunity or save a customer from churning by seeing a decline in usage.” . Register today! .

Best practices 72

Best practices Upselling Accountability SaaS 72

aircall

MAY 28, 2021

With best practices for text messaging, your customer-facing teams will provide better service, while your sales and marketing teams can better interact with leads on a more personalized scale to more efficiently close deals. Why Use Text Messaging Best Practices. SMS Strategy for Marketing.

Best practices 62

Best practices Sales Wireless Marketing 62

Totango

MARCH 19, 2021

The traditional customer journey infographic envisioned the customer’s experience from a sales and marketing standpoint, visualizing a funnel marking the steps from a lead acquisition through a sale, also known as the buyer’s journey. A prospect may also encounter your brand through word-of-mouth or a customer referral.

Best practices 126

Best practices Customer retention Upselling SaaS 126

CCNG

JULY 3, 2024

By 2028, the market for contact center outsourcing is expected to grow at a CAGR of 5.66% (2023-2028), reaching USD 132.92 They partner with trusted contact centers to create a global talent pool, enable innovation, and accelerate time-to-market.

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

Totango

JUNE 23, 2020

The COVID-19 pandemic has created uncertainty across the market and enterprises of all kinds are looking for a solid understanding of their customer base as they prepare for recovery. Five basic customer success best practices can help move the needle on your net promoter scores: Segment to Find Trends. Turn Data into Actions.

Best practices 62

Best practices Brand ambassadors Surveys Enterprise 62

OctopusTech

SEPTEMBER 9, 2023

With this comprehensive guide, you will discover the pros, cons, and best practices performed by outsourced call center services. It helps them to focus on sales, marketing, product and service development, and other business operations. However, it is important to first understand the pros and cons of it before moving forward.

Best practices 62

Best practices outsourcing Call Center virtual call center 62

aircall

FEBRUARY 1, 2021

To make that happen, you’ll need to clearly define your sales training process, invest in the right training programs, and follow best practices for training sessions. . A good sales training program gives them the right skills and tools to make their jobs easier in today’s market. Upsell, cross-sell, referrals.

Best practices 62

Best practices Sales Call Center Coaching 62

ChurnZero

NOVEMBER 26, 2024

Understanding the salary budget for the role based on responsibilities, the current market, and level. Primary Responsibilities: Cultivate and maintain deep relationships with approximately 50 mid-market and enterprise customers generating a combined annual recurring revenue of $3 million. Let’s go back to our CSM role as an example.

SaaS 52

SaaS Upselling Enterprise industry standards 52

aircall

JANUARY 29, 2021

Upselling and cross-selling . Achieve greater alignment between marketing, sales, and support departments. Aircall works seamlessly with software integrations from the App Marketplace , many of which you may already be using for sales, support, or other practical applications. Here are some of the common ones: .

Best practices 62

Best practices Call Center call center software Morale 62

Totango

JUNE 28, 2021

A f reemium strategy forms a foundation for SaaS marketing, but it’s often used without being understood. Offering a limited free version of a product serves a number of important marketing and sales functions, including: Providing a promotional tool to build brand awareness. Creating opportunities for premium upsells.

Upselling 96

Upselling SaaS Best practices Sales 96

Totango

AUGUST 16, 2022

Customer retention software automates best practices for maintaining clients, helping you deliver successful outcomes that inspire subscription renewals and repeat business. Here’s our guide to today’s best customer retention management software. Identifying customers in the market for upsell offers and referral invitations.

Customer retention 106

Customer retention Upselling CRM SaaS 106

CustomerSuccessBox

APRIL 27, 2022

Let’s figure out the best practices to hire a CSM! 7 best Practices to hire a Customer Success Manager (CSM). For instance, a CSM may be expected to take care of sales by cross-selling and upselling and on the other hand, it may also be expected to look after the support tickets. Plan their responsibility!

Best practices 52

Best practices Management Upselling Sales 52

TechSee

APRIL 10, 2018

Gartner reports that the worldwide customer management BPO market is expected to grow at a compound annual growth rate (CAGR) of over 5.2% (CAGR 2016 through 2021). By 2021, Gartner estimates the market will increase in size to approximately $46 billion. Gartner’s data underscores this opportunity. Capturing the opportunity.

Call Center 139

Call Center Technology outsourcing Self service 139

ChurnZero

SEPTEMBER 27, 2024

That’s especially true when it comes to aligning everyone on outcomes and gathering the data to track and measure them, which requires a set of outcomes based customer success best practices. Using attendee questions from our recent webinar on outcomes based customer success, they’ve mapped out six best practices to follow.

Best practices 52

Best practices Accountability Sales Feedback 52

Cincom

MAY 8, 2024

Centralizing core aspects of customer communications via CCM software helps marketing, sales, and support teams efficiently streamline externally-facing messaging with greater personalization, compliance, and performance. This ultimately leads to good customer relationships. Aligning messaging to each phase accelerates growth.

Best practices 52

Best practices Metrics Education CRM 52

ChurnZero

FEBRUARY 9, 2021

What makes LinkedIn Learning so attractive is it is all on-demand to allow you to view courses anytime that works with your schedule, also when you complete a course you earn a certificate that you can proudly display on your profile which will make you more marketable to employers. Customer Success Management Fundamentals. Time: 50 minutes.

Journey mapping 98

Journey mapping Best practices Upselling Consulting 98

JivoChat

APRIL 15, 2021

Below, we’ll dig into some of the reasons organizations are embracing this communication channel before looking at the benefits of live chat software for businesses and the best practices to know before getting started. Live chat provides businesses with more upsell and cross-sell opportunities. What is live chat?

Best practices 52

Best practices Upselling CRM Sales 52

ChurnZero

MARCH 7, 2025

3: Customer marketing: A community helps identify champions, supports upsell/cross-sell opportunities, and provides feedback for your product roadmap. 3: Catalog your content needs: Focus on self-service content, product information, FAQs, roadmaps, best practices, tips and tricks, and industry news.

SaaS 52

SaaS Gamification B2B Metrics 52

Totango

JULY 5, 2022

Make the Most of Upsell Opportunities. Upsells are the result of the growth a customer has enjoyed because of your commitment to delivering lifetime value. By utilizing a customer success software, you will be able to have deeper insight into your customers’ businesses and recognize when upsell opportunities present themselves.

Upselling 104

Upselling Best practices CRM Accountability 104

Totango

SEPTEMBER 1, 2022

Here we’ll show you how to update your SaaS QBR strategy to keep up with the latest technology and best practices. Finally, we’ll offer some tips on updating your QBR SaaS strategy to leverage the latest technology and best practices. First, we’ll examine what a SaaS QBR is and why they’ve become so important.

SaaS 104

SaaS Journey mapping Upselling Best practices 104

Totango

FEBRUARY 23, 2022

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. The SaaS customer journey follows the same general path as customer journeys in other markets but differs in detail. To encourage desired outcomes at each stage, you can deploy automated best practices.

SaaS 117

SaaS Journey mapping Upselling Best practices 117

Quality Contact Solutions

JANUARY 27, 2022

The fact is, I need to inspire my customer-facing staff to leverage best practices to increase sales. So many great ideas can quickly fall apart or appear unsuccessful simply because the strategy wasn’t necessarily the best approach for a team. Increase Sales by Upselling. Consider the following ideas: 1.

Sales 98

Sales Upselling B2C Best practices 98

ClientSuccess

AUGUST 14, 2019

Successfully executing a well-planned CSM compensation strategy depends on who owns revenue-generating KPIs and milestones related to a customer account, such as renewals, upsells, and new user expansions. As you structure your CSM compensation plans, here are three best practices to keep in mind: 1.

Best practices 40

Best practices Metrics Upselling SaaS 40