ChurnZero

JANUARY 22, 2021

So, you signed up for a Customer Success gig and now your boss wants you to upsell? To learn how selling and taking great care of your customers actually go hand in hand, we hosted a webinar with Bryan Neale, Founder of Blind Zebra Consulting and self-proclaimed “CS Sales Whisperer.”. And expand?

Sales 98

Sales Chief Customer Officer Upselling Metrics 98

ChurnZero

NOVEMBER 4, 2022

To get your CS team to look outside of themselves and flex their empathy, coach them on how to interact with customers, especially when it involves delivering undesirable news. The biggest upset the industry has seen as of late is investors prioritizing and scrutinizing customer retention rates.

SaaS 98

SaaS Customer centricity Finance Best practices 98

Vistio

SEPTEMBER 16, 2024

Your agents are the frontline of customer interaction, and how well they handle inquiries, solve problems, and create a positive experience directly impacts your company’s reputation, sales, and customer retention. Improved customer retention: Customers who have positive experiences are less likely to switch to competitors.

Contact Center 52

Contact Center Customer retention Upselling Coaching 52

Outsource Consultants

APRIL 2, 2025

Effective QA processes include: Call monitoring Performance feedback Targeted coaching sessions The implementation of speech analytics tools can significantly enhance the QA process by automatically flagging calls for review based on predefined criteria. Leading call centers typically review 5-10% of all calls for quality.

Call Center 67

Call Center First call resolution Average Handle Time outsourcing 67

CSM Magazine

AUGUST 31, 2023

This can free up more time for agents to focus on resolving customer issues. Provide training and coaching: Regular training and coaching can help agents improve their skills and knowledge, which can help them handle calls more efficiently. This can help increase revenue and improve customer retention.

Call Center 52

Call Center Customer Experience Upselling Scripts 52

Amity

FEBRUARY 21, 2018

In short, Customer Success as a business unit is responsible for managing the customer after the initial sale. This is the never-ending mission of CSMs, managing accounts from onboarding, through adoption, to renewal or upselling/cross-selling, and repeat.

Upselling 77

Upselling Sales Finance Analytics 77

CSM Magazine

DECEMBER 6, 2023

It also ensures employees know how to engage with customers in a way that meets their needs and beyond. This training can be done in different forms, including on-the-job training, classroom training, shadowing, or online coaching platforms. This Spotify upgrade banner shows a great upselling example. The result? Let me explain.

Upselling 52

Upselling SaaS Advertising Coaching 52

Robert Davis

SEPTEMBER 17, 2018

At RCDA, we have experts on our team who can evaluate your call flow to ensure you are set up to achieve your desired CX results and your goals for customer acquisition, customer retention, and sales including cross-selling and upselling.

Call flow 48

Call flow Upselling Customer retention Contact Center 48

Balto

JANUARY 14, 2025

Demographic Clustering : Groups customers by age, location, or income. Example Use Case : A telecom provider segmented customers into price-sensitive and value-driven groups, allowing targeted offers. This personalization increased customer retention by 18%. Lets explore some of the most transformative trends.

Call Center 52

Call Center Analytics Average Handle Time Big data 52

ChurnZero

APRIL 27, 2021

A: Very few of our early-stage investments have a Customer Success team at the time we invest. ChurnZero was an exception to that as you might expect given the focus of the business and team’s deep appreciation for the importance of customer retention. . We coach our companies to staff for Customer Success from day one.

SaaS 98

SaaS Metrics Sales Marketing 98

Balto

JANUARY 30, 2025

Software Best For Price Range Rating (Out of 5) Balto Conversation Intelligence Custom pricing 4.8 Calabrio Workforce optimization & quality management Custom pricing 4.3 OttoQA Automated quality assurance Custom pricing 4.4 Convoso Outbound call centers & lead management Custom pricing 4.6 out of 5 on G2.

call center software 52

call center software Call Center Multichannel Coaching 52

Balto

JANUARY 24, 2025

From supervisors seeking better coaching tools to executives driving strategic decisions, Balto provides tailored value to meet unique challenges. Heres how: Supervisors: Real-Time Coaching at Scale Supervisors face the challenge of monitoring numerous agents while ensuring consistency and compliance.

Call Center 52

Call Center Scripts Coaching First call resolution 52

ROI CX Solutions

DECEMBER 6, 2024

Improved customer and agent experience: AI tools provide a variety of self-service options to customers, as well as providing improved efficiency, real-time coaching, and other contextualizing information to agents. This allows agents to adjust their strategy and provide more effective customer support at the moment.

Contact Center 52

Contact Center call center solutions Call Center Chatbots 52

Quality Contact Solutions

DECEMBER 31, 1969

it’s not enough for businesses to only grow their customer base, but to also retain the customers they have. Customer experience plays a critical role in customer retention. According to PricewaterhouseCoopers, customer experience is everything. Provide feedback that is actionable and specific.

Telemarketing 40

Telemarketing Upselling Coaching Feedback 40

CustomerSuccessBox

FEBRUARY 28, 2022

A customer engagement model is a company’s method of interacting and creating connections with its customers. The best customer engagement model will boost trial conversions, revenue per customer, customer satisfaction, and customer retention significantly.

Customer advocacy 52

Customer advocacy Upselling SaaS Education 52

Tethr

JUNE 22, 2020

We’ll also show you the insights that matter and the actions that make a difference in the customer journey. Ask yourself how you will use this insight to improve existing business processes, technology or help your organization coach and support employee skill-building to resolve the issue.

Customer Experience 65

Customer Experience Customer effort Interactive Voice Response Coaching 65

ClientSuccess

JUNE 11, 2019

Do you want to negotiate large contract renewals, be a trusted advisor, or be a customer support representative? The Customer Success Job Spectrum. Renewal & Upsell Specialist – Role requires having upsell and retention revenue quotas. I’ll explore each of these roles below. Good luck in your job search.

Upselling 40

Upselling Coaching Customer retention Metrics 40

Balto

JANUARY 18, 2025

Its about creating a customer journey that feels personal, professional, and effortless. A well-run call center increases customer retention, drives upsells, and turns unhappy callers into raving fans. Supervisors Monitoring performance and coaching agents in real-time. Its not just a workflow. Its an ecosystem.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 17, 2025

Its about creating a customer journey that feels personal, professional, and effortless. A well-run call center increases customer retention, drives upsells, and turns unhappy callers into raving fans. Supervisors Monitoring performance and coaching agents in real-time. Its not just a workflow. Its an ecosystem.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

AUGUST 3, 2022

From training and coaching to software enhancements, investments allow you to scale your output without hiring, automate repetitive tasks, strengthen your funnel, and improve cross-functional collaboration and visibility. Customer acquisition is five to twenty-five times more expensive than customer retention.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

JustCall

APRIL 3, 2023

Businesses usually have a team of inbound customer service representatives who help customers with their questions and issues. Since inbound calls are mostly customer-service based, they provide an excellent opportunity to build relationships and upsell/cross-sell company products. What are Outbound Calls?

Inbound sales 40

Inbound sales Telemarketing Technical Support Contact Center 40

JustCall

DECEMBER 7, 2022

Organizations can use this statistic to identify high-performers and under-performers, revise the sales targets, bridge the capacity and coaching gaps, etc. This means how much potential revenue a customer can contribute for the time they remain a paying customer with the company.

Analytics 52

Analytics Sales CRM Metrics 52

Global Response

JULY 23, 2023

For example, at Global Response, our goal is not just to provide you with customer service agents, but to provide you with brand specialists who integrate seamlessly into your brand. Our world-class employees receive the best-in-class training and coaching so they can eat, sleep, and breathe your brand.

Call Center 62

Call Center outsourcing Bilingual agents Service level 62

Playvox

APRIL 27, 2023

Address all challenges that come up — for customers and agents. Leverage advanced analytics to gauge metrics such as customer retention rates and employee productivity. Use analytics to measure CX to maintain or exceed customer expectations and brand standards. Make changes based on these actionable insights.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

Comm100

OCTOBER 11, 2017

Social media can work just as well as call centers to upsell products or capture service-to-sales opportunities, and in this respect, it offers additional opportunities that aren’t possible via traditional phone calls. Better Customer Retention. When your customers are satisfied, they’ll return to your company for more.

Customer Service 68

Customer Service Customer Care Morale Marketing 68

SmartKarrot

OCTOBER 3, 2022

Recruit, hire, mentor and coach Customer Success team members. Mentoring and coaching cover both Customer Success practices and processes as well as industry and solution expertise. Serve as the escalation and resolution point for CSMs to address individual customer issues and concerns.

Upselling 19

Upselling Coaching Best practices Consulting 19

SmartKarrot

AUGUST 30, 2022

Provide additional training to help customers implement new use cases. Review customer health and flag and address any risks for churn. When needed, partner with sales team to drive upsell opportunities. Identify happy customers that can be used as references. Create and increase revenue across assigned customer accounts.

Upselling 19

Upselling Coaching Accountability Sales 19

SmartKarrot

OCTOBER 7, 2021

Develop and implement a framework to proactively identify risks and minimize customer churn. Influence customer future lifetime value through high product adoption, customer satisfaction, and overall customer health. Identify cross-sell and upsell opportunities in order to maximize revenue from existing customers.

Upselling 19

Upselling Customer advocacy Enterprise Coaching 19

SmartKarrot

JANUARY 17, 2023

Role: Customer Success Lead Location: San Mateo, CA, United States (Hybrid) Organization: North Starr As a Customer Success Lead, you will lead and coach a team of customer success managers. Assist the team in executing growth and optimization strategies for the customers.

Upselling 19

Upselling Technical Support Consulting Consulting 19

SmartKarrot

SEPTEMBER 19, 2022

Role: Head of Client Success, West Region Location: Malvern, PA, US Organization: Vanguard As a Head of Client Success, you will be responsible for the retention, satisfaction, and growth of clients and prospects within their assigned segment. Manage a portfolio of accounts with a focus on renewals and upsells conversations.

Upselling 19

Upselling Technical Support Accountability Coaching 19

SmartKarrot

OCTOBER 31, 2022

Work with the Sigma support team to ensure that customer requests and escalations are resolved. Identify and achieve targets on renewal rates, customer satisfaction, expansions and upsells. Review customer usage analytics and identify customers at risk of churn.

Upselling 19

Upselling Best practices Coaching Engineering 19

SmartKarrot

JANUARY 11, 2023

Architect a holistic enterprise-level Customer Success framework including service policies, procedures, and standards that scale to support present and future business needs. Act as a bridge between the customers and the technical team. Establish a trustworthy relationship with the customers. Apply here: [link].

Education 19

Education Upselling Enterprise Customer centricity 19

SmartKarrot

MARCH 15, 2023

Apply here: [link] Role: Head of Customer Success Location: Berlin, Germany (Hybrid) Organization: Babbel As a Head of Customer Success, you’ll be in charge of a capable group of 20+ Key Account Managers, and you will cultivate a trusting, honest, and high-performing team atmosphere.

Upselling 19

Upselling Engineering B2B Coaching 19

SmartKarrot

APRIL 28, 2023

You’ll be the alpha dog, coaching, mentoring, and directing our customer success managers to give each and every one of our clients an excellent experience. Examine client data to spot patterns and chances to enhance customer retention and happiness.

Upselling 19

Upselling Coaching Engineering Customer retention 19

SmartKarrot

AUGUST 17, 2022

Role: VP of Customer Success Location: Remote, Dallas, TX, US Organization: Textio As a VP of Customer Success, you will be leading, rapidly growing, and coaching team members by setting the strategy and prioritizing the organizational goals. Manage all customer subscriptions to ensure high retention and mitigate churn risk.

Education 19

Education Upselling Customer centricity Coaching 19

SmartKarrot

OCTOBER 22, 2021

Collaborate with Sales teams to innovate, improve the process, and aid to define procedures that minimize customer risk and improve customer retention rates and growth! Collaborating with internal teams and partners to optimize the customer experience and value realization.

Brand ambassadors 19

Brand ambassadors Education Upselling Consulting 19

SmartKarrot

JANUARY 20, 2023

As a Director of Customer Success, you will be responsible for leading a team of 6 remote reps, focused on renewals, upsells, and expansion within existing accounts throughout North America, while also maintaining a book of 4-5 key accounts on their own. Identify and report on customer needs and trends to inform product development.

Government 19

Government Upselling Accountability Customer centricity 19