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. 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

Cincom

FEBRUARY 21, 2025

This results in lost revenue and missed opportunities to upsell or cross-sell. 5- Enhanced Upselling and Cross-Selling Strategies Many CPQ platforms include recommendation engines that suggest upgrades, bundles, and complementary products. 4- Frustrated Customers and Lost Deals Customers expect fast, accurate, and transparent quotes.

Sales 40

Sales Gamification Finance Best practices 40

Nicereply

JUNE 20, 2023

Strategies and skills differ broadly depending how you define your customer: Direct to consumer, SMB, Mid-market, and enterprise are all different. With Customer Experience talent, communication style, and ability to upsell/renew without being or seeming “salesy” are also skills we tend to look for.

Customer Experience 86

Customer Experience SaaS Construction Morale 86

CSM Practice

SEPTEMBER 18, 2020

Expansion Manager – reports to Sales, mostly focused on growth, and plays an active role in the renewal as needed, harvesting opportunities for Upsell and Cross-Sell. Coaching your team towards the culture of open communication to realign with each other. How to make sure they are coordinated? Role clarity is absolutely the key.

Upselling 52

Upselling Finance Customer centricity Coaching 52

SharpenCX

MAY 16, 2022

Whether an agent is a naturally gifted speaker or someone who needs more coaching and guidance, everyone needs a solid script. And it’s also great for creating opportunities to upsell and cross-sell your products and services. Whatever the approach, training and coaching are essential to success for your agents and your organization.

Contact Center 67

Contact Center Scripts Call Center call center software 67

Amity

MAY 9, 2016

When I was a Customer Success Manager at Eloqua, the role was managing accounts (Renewals, Upsells, Cross-Sells, Success Planning). We have our Enterprise Sales Reps, our Regional Sales Managers, and our Account Executives and that’s how we’re structured as well. Cross-sell, upsell, retention.

Coaching 56

Coaching Upselling Accountability Sales 56

Balto

JANUARY 30, 2025

Symbal AI-powered call insights & coaching Custom pricing 4.4 By delivering in-the-moment coaching and tailored insights, Balto helps agents excel in customer interactions without breaking a sweat. One reviewer noted, Balto has completely transformed how we coach our agents, saving us countless hours every week.

call center software 52

call center software Call Center Multichannel Coaching 52

Amity

FEBRUARY 21, 2018

With so many well-paying jobs popping up in the hottest tech enterprises and startup across the globe, it’s easy to see the appeal of pursuing a career in the field. 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

Tethr

JUNE 22, 2020

Without listening to our own customers’ feedback, Tethr wouldn’t be the enterprise listening platform it is today. It’s what we call, powering the listening enterprise. How to turn insight into actionable insight across your organization to lead the charge and empower your business to be a listening leader.

Customer Experience 65

Customer Experience Customer effort Interactive Voice Response Coaching 65

Call Experts

OCTOBER 5, 2023

Driving Revenue As explained by Contact Center Pipeline , effective call center agents can do more than just resolve issues; they can also upsell or cross-sell products and services, contributing to increased revenue. Ongoing coaching and feedback mechanisms. Check if the contact center provider offers the following.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

DMG Consulting

AUGUST 26, 2024

This applies to historical and real-time conversation analytics as well as related applications built on its technology, including transcription, analytics-enabled quality management (AQM), real-time guidance (RTG), next best action, real-time coaching, automated post-interaction summarization, and more.

Analytics 48

Analytics Contact Center Quality management Calibration 48

8x8

DECEMBER 3, 2018

Improved customer experience, both during and outside of the holiday rush, has resulted in an increase in upsells by contact center agents, and higher customer satisfaction in general. 8x8 will be attending these in 2019: Enterprise Connect 2019. Step 3: Get Executive Buy-In. ICMI ccExpo 2019. Customer Contact Week 2019.

Customer Service 54

Customer Service Abandon rate Contact Center First call resolution 54

Amity

AUGUST 17, 2016

Only after the enterprise demonstrates suitable market traction do savvy investors seriously consider funding them. Your management system should include metrics, training, coaching, and job aids to help set and reinforce the new habit. Discovery doesn’t stop once a company sets its path and produces sustainable cash flow.

Upselling 51

Upselling Sales Coaching Marketing 51

Amity

MAY 12, 2014

Only after the enterprise demonstrates suitable market traction do savvy investors seriously consider funding them. Your management system should include metrics, training, coaching, and job aids to help set and reinforce the new habit. Discovery doesn’t stop once a company sets its path and produces sustainable cash flow.

Upselling 51

Upselling Sales Coaching Marketing 51

CSM Practice

SEPTEMBER 19, 2017

One of the techniques that make a SMB engagement model successful, is the creation of automated triggers to flag out a client when they need help, are at risk, or ready for an upsell. If you have additional questions or advice related to scaling customer success programs for SMB or enterprise, please post them in the comments area.

Upselling 49

Upselling Coaching Self service Enterprise 49

JustCall

MARCH 9, 2023

Coaching Insights High-performing salespeople don’t just spend hours reading and implementing the latest tips on how to sell more effectively. Moments should be tagged by category so you can easily find them later when coaching reps or analyzing trends across your entire sales team. Who Should Use Conversation Intelligence Software?

Coaching 52

Coaching Sales Chatbots Analytics 52

ChurnZero

MAY 9, 2024

As a CSM, you hear these truths all the time, says customer success coach Ryan Johansen —and they never get easier to hear. Time flies, accounts fall through the cracks, renewals get harder, and you miss upsell opportunities. “You need to be proactive, not reactive.” “Our Our team needs to do more with less.” “We

Accountability 52

Accountability Upselling Coaching Best practices 52

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 generally applies to subscription-based businesses where upselling, churn rates and cancellations affect the retention of customers.

Analytics 52

Analytics Sales CRM Metrics 52

ChurnZero

MARCH 27, 2020

Example: Show the “Super Admin” WalkThrough for users who are “Admin” users at “Enterprise” accounts that have been “Onboarded.”. Upsells and cross-sells: For users who are highly engaged with your product or a specific feature, use walkthroughs to promote relevant upsell and cross-sell opportunities.

Education 52

Education Upselling Personalization Finance 52

ROI CX Solutions

DECEMBER 3, 2024

Whether youre a small business struggling to handle customer calls or a large enterprise looking to reduce operational costs, ROI CX has a solution. It also provides customer care technology, such as a Talent Match Pro platform for efficient hiring, a training simulator to optimize performance, and a personalized coaching platform.

outsourcing 52

outsourcing Customer Support Telemarketing Technical Support 52

CSM Practice

JANUARY 1, 2017

We engaged Noy Bar from HP Enterprise (HPE) and Anna Connell from Proofpoint in exclusive interviews on this topic. They should upsell seats and service levels. Give your customer success managers coaching and set them up with a mentor. Recently, many companies are moving from on-premise to SaaS. Key Takeaways.

SaaS 58

SaaS Metrics Accountability Best practices 58

SmartKarrot

OCTOBER 7, 2021

Identify cross-sell and upsell opportunities in order to maximize revenue from existing customers. Coach CSMs to deepen their customer expertise, be change management partners within their accounts, and accelerate transformation within our customers’ businesses.

Upselling 19

Upselling Customer advocacy Enterprise Coaching 19

SmartKarrot

FEBRUARY 4, 2022

Coach clients to be product experts and train their teams on data.world’s best practices so they become increasingly self-sufficient. Ensure that the work being put into generating renewals on sold business will drive revenue and identify new opportunities for upsells.

Enterprise 19

Enterprise Upselling Accountability Coaching 19

SmartKarrot

JANUARY 27, 2022

Provide mentorship and coaching to junior members of the customer success team. Partner with Hummingbird’s Sales team to identify revenue opportunities through upsells and contract renewals. Preserve high renewal rates and partner with Account Management to upsell new services.

Upselling 19

Upselling Enterprise Accountability Feedback 19

SmartKarrot

AUGUST 30, 2022

When needed, partner with sales team to drive upsell opportunities. Manage the customer renewal process and provide value-based business cases to drive upsell. Manage a book of global strategic enterprise customers, demonstrating customer success best practices in how to deliver QBRs and renewals.

Upselling 19

Upselling Coaching Accountability Sales 19

Call Experts

APRIL 8, 2024

Driving Revenue As explained by Contact Center Pipeline , effective call center agents can do more than just resolve issues; they can also upsell or cross-sell products and services, contributing to increased revenue. Ongoing coaching and feedback mechanisms. Check if the contact center provider offers the following.

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52

SmartKarrot

MARCH 1, 2023

Role: Director of Customer Success Location: Toronto, ON, Canada (Remote) Organization: Sales Talent Agency As a Director of Customer Success you’ll be directing a group of six (soon to be seven) account managers who now look after 600+ accounts ranging from mid-market to enterprise. Be data-driven in all you do.

Enterprise 19

Enterprise Upselling Accountability Coaching 19

SmartKarrot

SEPTEMBER 29, 2021

Apply here: [link] Role: Enterprise Customer Success Manager Location: New York City Metropolitan Area, US Organization: Impact As an Enterprise Customer Success Manager, you will be delivering world-class support to the top clients. Maintain a balanced proactive/reactive relationship with your assigned accounts.

Enterprise 3

Enterprise Upselling Accountability Coaching 3

SmartKarrot

NOVEMBER 8, 2022

Proactively guide the performance of each team member against pre-defined KPIs and mitigate risks through skills coaching as required. Recruit, hire, mentor and coach Customer Success team members. Mentor and coach covering both Customer Success practices and processes as well as industry and solution expertise.

Coaching 19

Coaching Customer advocacy SaaS Strategic Value 19

SmartKarrot

NOVEMBER 17, 2021

Role: Director of Customer Success Location: Santa Clara, CA, US (Hybrid) Organization: LeanData As a Director of Customer Success, you will lead, coach and mentor a team of Customer Success Managers across enterprise and large commercial accounts. Develop key relationships with executives and decision-makers at the customer base.

Upselling 19

Upselling Accountability Coaching Metrics 19

SmartKarrot

MARCH 14, 2022

Analyze client behavior in order to develop workflows to successfully address high-risk behavior as well as potential upsell behavior. Coach and develop team members with a hands-on approach. Evaluate and potentially implement improvements to the escalation processes for customer support issues.

Customer advocacy 3

Customer advocacy Enterprise Technical Support Upselling 3

SmartKarrot

JANUARY 11, 2023

Establish a scalable enterprise offshore Tier I Customer Service team, including developing a budget, identifying a viable location, initial staffing, training, and tooling for operational go-live. Upsell services and products with the brand image. Apply here: [link]. Act as a bridge between the customers and the technical team.

Education 19

Education Upselling Enterprise Customer centricity 19

SmartKarrot

MARCH 11, 2022

Role: Director of Customer Success Location: Remote, Washington, United States Organization: Limeade As a Director of Customer Success, you will lead and manage a team of remote SAEs focused on enterprise customers while maintaining high levels of employee engagement, customer satisfaction, revenue retention, and growth.

Employee engagement 3

Employee engagement Enterprise Upselling Consulting 3

SmartKarrot

OCTOBER 4, 2021

Track critical customer success metrics and KPI’s then use this data to coach the team, improve processes, and drive decision-making for the business. Hire, train, coach, counsel, and evaluate the performance of direct reports. Train and coach customers through a successful onboarding process, adoption phase, and ongoing usage.

Coaching 3

Coaching Upselling Accountability Engineering 3

SmartKarrot

JANUARY 13, 2023

Proactively work with the sales team on upsells and expansion opportunities while mitigating potential churn risks. Own key metrics for your team including renewal forecast, activity management, upsell, adoption, and churn. Recruit, coach, motivate and direct a high-performing team to optimum results for the client base.

Upselling 19

Upselling Best practices Engineering Coaching 19

SmartKarrot

SEPTEMBER 2, 2022

Coach the Success management team to be top-notch people leaders who identify and retain top talent. Apply here: [link] Role: Customer Success Manager – Enterprise Location: Remote, England, United Kingdom Organization: metadata.io Present Evotix Software’s solution to customers, both through approach and product.

Upselling 19

Upselling Customer advocacy Coaching Feedback 19

SmartKarrot

SEPTEMBER 19, 2022

Coaches crew to strategically navigate organizations, internally and externally, with strong commercial orientation; deeply understands clients’ needs, types of buyers, and how to identify and drive growth opportunities. Manage a portfolio of accounts with a focus on renewals and upsells conversations.

Upselling 19

Upselling Technical Support Accountability Coaching 19