CSM Magazine

AUGUST 31, 2023

Inbound call centers are responsible for handling a variety of customer inquiries, such as technical support, billing questions, order processing, and general customer service. This will help build a relationship and could lead to opportunities for targeted or tailored upsells.

Call Center 52

Call Center Customer Experience Upselling Scripts 52

Outsource Consultants

JANUARY 8, 2025

This practice has gained significant traction, with the global call center market estimated at US$332.2 They can offer valuable insights and best practices that give you a competitive edge. Billion in 2023 and projected to reach US$500.1 Billion by 2030, growing at a CAGR of 6.0%.

Call Center 67

Call Center outsourcing Business Process Outsourcing Average Handle Time 67

Global Response

MARCH 13, 2024

By outsourcing CX, your company gains access to the following: Customer support : Outsourced teams provide prompt and courteous support, effectively resolve issues, and maintain high customer satisfaction. Here are some best practices to keep in mind.

outsourcing 62

outsourcing Best practices Feedback Customer retention 62

Amity

MARCH 19, 2014

Look to balance the combined skills of your team around 3 pillars: 1) account management, 2) technical consulting or technical support and 3) project/program management. – Ability to look for and enable upsell growth opportunity. Best practices. – Internal Customer Advocate. – Change Agent.

SaaS 54

SaaS Metrics Accountability Technical Support 54

Amity

JULY 18, 2016

Here are a few things to take into consideration when building your CSM team: Look to balance the combined skills of your team around 3 pillars: 1) account management, 2) technical consulting or technical support and 3) project/program management. Ability to look for and enable upsell growth opportunity. Best practices.

SaaS 48

SaaS Metrics Accountability Technical Support 48

Amity

JULY 18, 2016

Here are a few things to take into consideration when building your CSM team: Look to balance the combined skills of your team around 3 pillars: 1) account management, 2) technical consulting or technical support and 3) project/program management. Ability to look for and enable upsell growth opportunity. Best practices.

SaaS 48

SaaS Metrics Accountability Technical Support 48

Amity

JULY 18, 2016

Here are a few things to take into consideration when building your CSM team: Look to balance the combined skills of your team around 3 pillars: 1) account management, 2) technical consulting or technical support and 3) project/program management. Ability to look for and enable upsell growth opportunity. Best practices.

SaaS 48

SaaS Metrics Accountability Technical Support 48

Amity

JULY 18, 2016

Here are a few things to take into consideration when building your CSM team: Look to balance the combined skills of your team around 3 pillars: 1) account management, 2) technical consulting or technical support and 3) project/program management. Ability to look for and enable upsell growth opportunity. Best practices.

SaaS 48

SaaS Metrics Accountability Technical Support 48

Amity

JANUARY 30, 2019

A core pillar in most organizations is technical support and it’s important to evaluate what model is best for your organization. Do you have cross-sell or upsell opportunities with your product? This can greatly reduce the cost to serve in the long run if customers are set up properly from day one.

Education 61

Education Engineering B2C Technical Support 61

Lumoa

APRIL 28, 2024

You can even find opportunities for cross-selling, upselling, or personalized promotions by using real-time insights and trends generated by AI. For security, ISO 27001 is the world’s best-known standard for information security management systems (ISMS). You reach them where they are with the messages that resonate with them.

Feedback 78

Feedback Consulting Consulting Enterprise 78

CSM Practice

JANUARY 1, 2017

However, the main difference between SaaS and On-Premise CSM programs is this additional group of people who engage with customers in a proactive way to find and resolve any customer health issues as well as share best practices, new product features and so on. They should upsell seats and service levels.

SaaS 58

SaaS Metrics Accountability Best practices 58

SmartKarrot

MARCH 20, 2023

creating and carrying out chances for upselling and expansion. Handling the goals for expenses and income (renewal, upsell, and expansion). creating best practices and tactics that are measurable, repeatable, and lead to product acceptance, value, and expansion. establishing best practices for platform utilisation.

Upselling 19

Upselling Enterprise Technical Support Finance 19

SmartKarrot

JANUARY 12, 2023

Create and update the library of help center resources to support a rapidly growing user base. Report on key metrics to drive success in user support and in the development of strategies to scale. Work with the global support and training team to share best practices and create a virtual team community.

Technical Support 19

Technical Support Best practices Engineering Upselling 19

SmartKarrot

SEPTEMBER 19, 2022

Optimize and make sure the client is using bob according to the best-practices. Manage a portfolio of accounts with a focus on renewals and upsells conversations. Own retention and expansion sales engagement in alignment with sales and channel, including tracking renewals and aligning on upsell strategy with a retention focus.

Upselling 19

Upselling Technical Support Accountability Coaching 19

SmartKarrot

DECEMBER 3, 2021

Identify opportunities and lead upsell/cross-sell deals from start to finish. Liaise with supporting teams (technical support, professional services, billing, and more) on behalf of the clients. Monitoring customers’ key performance metrics and taking necessary actions to improve them.

Customer advocacy 19

Customer advocacy Education Technical Support Finance 19

SmartKarrot

FEBRUARY 4, 2021

Apply here: [link] Role: Customer Success Manager (SMB) Location: Remote, OR, US Organization: Matterport As a Customer Success Manager, you will manage all post-sales activity for assigned SMB to Mid-Market customer segments through strong relationship-building, product knowledge, engagement planning, and upsell/cross-sell execution.

Technical Support 10

Technical Support Upselling Consulting Consulting 10

SmartKarrot

DECEMBER 2, 2020

Optimize cross-functional team communication to impact onboarding, engagement, renewal, and upsell outcomes. Also, partner with the Account Management team to successfully set up renewal and upsell opportunities. Your role is a sales and client relationship role, not a technical support role.

Upselling 10

Upselling Best practices Enterprise Technical Support 10

SmartKarrot

FEBRUARY 10, 2021

Manage the renewal process and identify upsell and cross-sell opportunities. Be a dedicated point of contact for strategy, product training, and non-technical support questions. Be a thought leader for your customers, analyzing use-cases and recommending market/vertical best practices to enhance client marketing programs.

Upselling 10

Upselling Construction Technical Support Consulting 10

SmartKarrot

NOVEMBER 23, 2020

You will be responsible for driving retention and growth for our most valuable customers, including the delivery of customer retention and upsell/cross-sell identification targets as defined by Customer Experience leadership and collaborating closely with Account Managers to execute on renewals and expansion opportunities.

Technical Support 10

Technical Support Accountability Upselling Feedback 10

SmartKarrot

FEBRUARY 8, 2021

Manage and implement best practices to ensure informed decisions are being made. Identify and achieve targets on renewal rates, customer satisfaction, expansions, upsells, and new opportunities in assigned accounts. Create and accelerate customer’s growth plans. Conduct business reviews and goal-setting meetings.

Upselling 10

Upselling Consulting Consulting Customer advocacy 10

SmartKarrot

JUNE 29, 2020

The primary role is to support the client services team with technical support and resolving and escalating Incidents and Service Requests within agreed SLAs. Develop a full understanding of their customer health and find the ideal onboarding process as well as identify upsell opportunities.

Technical Support 10

Technical Support Finance Upselling Accountability 10

SmartKarrot

FEBRUARY 17, 2021

Manage a team of technical account managers (TAM) responsible for ensuring the technical goals of customers are met. Establish a relationship with key ecosystem partners and build joint upsell opportunities. Provides feedback for technical selling tactics and strategies for the broader team.

Enterprise 10

Enterprise Technical Support Finance Upselling 10

SmartKarrot

APRIL 17, 2023

They can be used for a range of tasks, including customer service, sales, and technical support. Upsells Identify opportunities for upselling and cross-selling based on customer conversations. AI can also provide guidance on best practices for engaging with customers, based on analysis of successful customer interactions.

Upselling 10

Upselling Chatbots Virtual Agent Coaching 10

SmartKarrot

MARCH 8, 2022

An alumnus of The University of Texas at Austin, Disha Gosalia is a technical executive with various specialties such as customer advocacy , team building and mentoring, customer service management, escalations management, customer adoption, metrics analysis, training, staff development, and much more. Donna Weber. Megan Bowen. Sana Farooq.

Chief Customer Officer 21

Chief Customer Officer SaaS Coaching Customer centricity 21

SmartKarrot

MAY 15, 2020

From a plethora of such roles that a lucrative customer success specialist holds, below are the core seven tasks that are most sought after for a customer success manager job description: Has a sound knowledge of Product and Technical Support . It is deemed pertinent for a CSM to know all about the company’s products inside and out.

Management 10

Management SaaS Technical Support Upselling 10

Netomi

FEBRUARY 28, 2022

It’s not the entirety of my team that’s now Customer Love, it’s the people who are the technical support agents.”. Irit Eizips – Chief Customer Officer & CEO, CSM Practice. As Swiftly’s Chief Customer Officer, Maranda oversees customer success, implementations, technical support, renewals management and CS ops.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Contact Center Technical Support 64

Blueship Call Center

JANUARY 13, 2025

Additionally, many Indian telemarketing providers invest in continuous training programs to keep their teams updated on the latest industry trends and best practices. Indian telemarketers excel in cold calling, upselling, and cross-selling, making them invaluable for businesses looking to expand their customer base.

Telemarketing 98

Telemarketing Finance Real estate Healthcare 98