ChurnZero

NOVEMBER 26, 2024

Key performance indicators (KPIs) / objectives and key results (OKRs) they will be evaluated on, such as adoption, retention, upsell or cross sell, customer success qualified leads. Monitor account health, identify upsell opportunities, and collaborate with cross-functional teams to deliver exceptional customer experiences.

SaaS 52

SaaS Upselling Enterprise industry standards 52

ChurnZero

SEPTEMBER 8, 2021

A year has gone by since the COVID-19 pandemic shuttered doors to in-person conferences, and the industry responded accordingly by converting most live events into virtual experiences. Top Three In-Person Conferences for Customer Success Professionals to Attend in 2021. SaaStr Annual 2021 – September 27-29, 2021 San Mateo, CA.

Personalization 52

Personalization SaaS Upselling B2B 52

aircall

FEBRUARY 1, 2021

Have you ever looked at a high-performing sales team and wondered what kind of sales team training empowered them to be the best? spend over $70 billion on sales training every year. As you develop your sales team training program, you’ll need to have a good understanding of the purpose and goals of the training.

Best practices 62

Best practices Sales Call Center Coaching 62

CSM Practice

MAY 13, 2020

Renewals and Upsell Deals. 60% reported a negative impact on customer retention and upsell deals due to the pandemic. Over the last 4 weeks, the negative impact of COVID-19 on renewals and upsell deals continues to increase. Sales and Retention Forecast. Sales and retention forecast for mid-May 2020 is 67%.

SaaS 83

SaaS Surveys Upselling Customer retention 83

Interactions

MARCH 6, 2019

It can also answer ordering questions, manage menu complexi ty, and create upsell opportunities. Upsell consistency and order accuracy. While employees may not offer additional items to buy or sometimes miss an item or two in an order, a conversational AI solution is a surefire way to increase accuracy and sales.

Upselling 89

Upselling Customer Care Sales Technology 89

ChurnZero

DECEMBER 29, 2020

Today, you’d be hard-pressed to find a high-velocity sales, marketing, or product team without a designated operations function. The SaaS Debate: Who Owns the Renewal and Upsell? Customer Success vs. Sales. And stay tuned for our next BIG RYG conference happening in fall 2021 (more details to come).

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

Interaction Metrics

JANUARY 7, 2025

Customer Journey Mapping Is Not Just a Pretty Picture Journey mapping isnt about creating colorful diagrams to hang in your conference room. When tied to strategic goals, it can help you: Improve onboarding processes Reduce churn Increase sales Takeaway #2.

Journey mapping 62

Journey mapping Consulting Consulting B2B 62

TeamSupport

MAY 11, 2021

That’s how TeamSupport CEO Pete Khanna and ProfitSword VP of Sales and Marketing Paul Bennie began their speaking session at the recent TSIA Interact annual conference. And the Sales pipeline (number of opportunities, Closed Won per month, time to close, etc.). “You’re not paying close enough attention to your customers.”.

B2B 98

B2B Upselling Metrics Education 98

Education Services Group

JULY 5, 2022

I was lucky enough to attend The Customer Conference Europe 2022 in London, and after taking in what was a very full two days of information, thoughts, opinions, and interaction, I’ve untangled all that I experienced and observed to come away with five key points that really resonated: 1. Customer Success is not one-size-fits-all.

SaaS 52

SaaS Customer centricity Best practices Upselling 52

Quality Contact Solutions

OCTOBER 25, 2021

We make outbound calls to renew memberships, win-back lapsed members, promote conferences, and cross-sell and upsell members with new membership programs. A Trusted Partner for Professional Associations Quality Contact Solutions conducts high-quality outbound telemarketing programs for the association industry.

Telemarketing 98

Telemarketing Scripts Benchmark Upselling 98

ChurnZero

SEPTEMBER 22, 2020

For those of us looking to “level up,” the BIG RYG Customer Success Conference provides just the opportunity. The question of whether Customer Success should own the renewal, expansion and upsell is one of the most debated topics in CS. Mike Davis, VP of Sales , TaskRay . Speakers include: .

Management 93

Management Upselling Metrics Marketing 93

JustCall

NOVEMBER 24, 2022

Do you know that many sales reps don’t like to follow imposed instructions, and 2/3rds of all salespeople don’t follow a s ales process ? Despite everything, you need a formal sales process to complete sales faster. What is a Sales Process ? Why Build a Sales Process ? Sales is a numbers game.

Sales 52

Sales B2B Surveys B2C 52

ProProfs Blog

MAY 29, 2020

Product Launches and Other Sponsored Events: Product launches, conferences, seminars, and other industry events are an excellent opportunity for brands to introduce themselves to their customers.Company events not only as a touch point but also allow you to open other channels of communication in the form of pre and post event surveys.

Advertising 109

Advertising Surveys Journey mapping Feedback 109

Hodusoft

AUGUST 9, 2021

For instance, if a caller goes through an IVR and shows interest in a product then the call will route to the sales specialist. At any point during the call, the customer agent can use the conference feature to loop in a senior executive if the matter requires his attention. . Remote calling. Marketing campaigns .

Social media contact 105

Social media contact Contact center software Contact Center Interactive Voice Response 105

ChurnZero

MAY 10, 2019

Earlier this week we had the opportunity to attend and sponsor the TSIA Technology & Services World (TSW) conference in sunny San Diego. This event brought together thousands of technology leaders from Customer Success, Services, Sales, Product and Marketing. Customer Success Should Own Renewals and Upsells.

Technology 74

Technology Upselling Enterprise Metrics 74

Cincom

FEBRUARY 22, 2021

Virtual Conference with Purely CRM and Microsoft MVP, Rick McCutcheon. Increase sales dollars per quote, and quote volume. Increase upsell and cross-sell opportunities. Chris Moffett | Head of Sales & Market Development for Purely CRM in Vancouver, BC. Robert Kavanagh | Canadian Head of Sales, Cincom Systems.

CRM 52

CRM Finance Upselling SaaS 52

ClientSuccess

MAY 10, 2022

The ‘sale’ of a new customer – aka the monetary amount of the contract – is often looked at as the be-all-end-all metric to determine the value of the customer. This includes the initial contract, of course, and any upsells, expansions, and renewals that may occur. Ready to Learn More?

Upselling 59

Upselling Metrics Accountability Sales 59

JivoChat

APRIL 8, 2021

There are many benefits of customer engagement tools, as they can help your company do the following: Boost Sales and Revenue. So, striving to deliver excellent customer service is a surefire way to increase your sales. Shorter Sales Cycles. With a more informed sales process, you can reduce sales cycles to close leads quickly.

Sales 52

Sales Chatbots Brand ambassadors Surveys 52

Education Services Group

MAY 23, 2022

In today’s world, in-person conferences resonate differently than they did pre-pandemic, and TSIA World Interact in Orlando, Florida was no exception. Who owns the renewal and upsell/cross-sell process? When Sales Executives get full quota and compensation credit for renewals, subscription growth rates plummet by more than 10%.”.

Upselling 52

Upselling Sales Marketing Management 52

ChurnZero

OCTOBER 30, 2020

At BIG RYG, ChurnZero’s annual Customer Success conference, we hosted a panel discussion featuring CEOs of SaaS companies that are (re)defining the future of customer success, engagement, and experience. Customer Success Compensation Catches Up to Sales. So much more happens after that initial sale. It’s about onboarding.

SaaS 93

SaaS Chief Customer Officer Sales Metrics 93

Amity

OCTOBER 31, 2016

Uberflip has always had a strong marketing team because, after all, we’re a content marketing platform, the sales team has grown a ton over the last couple of years, and we have an amazing, fast-growing engineering team that’s built an amazing product. How did you personally get started in Customer Success?

Coaching 0

Coaching Upselling Engineering Marketing 0

Fonolo

MARCH 28, 2023

The specifics of the role will vary from one contact center to another, but generally, a customer experience manager is responsible for overseeing the entire customer journey, from initial contact to post-sale support. Step 4: Stay up-to-date with industry trends Managers should always be up-to-date with industry trends and best practices.

Customer Experience 81

Customer Experience Management Contact Center Call Center 81

CSM Practice

APRIL 12, 2018

Develop a process around a success plan handoff pre to post-sales. You need to hold sales accountable to delivering this information as part of closing the sale. You need to hold sales accountable to delivering this information as part of closing the sale.

Upselling 49

Upselling Accountability Sales Feedback 49

Totango

JANUARY 29, 2021

Promoting desired customer outcomes through success playbooks confers multiple benefits: Customer experience improves by reaching out at the right time in their journey. Successful customers become more likely to make cross-sell and upsell purchases. Initiate handover from sales to customer success team and gather relevant data.

Best practices 85

Best practices Benchmark Upselling Accountability 85

REVE Chat Blog

NOVEMBER 21, 2019

Lead generation is one of the most critical steps in sales and marketing for this is where businesses get their precious pool of prospects that can eventually become loyal customers. . Provide real time sales assistance with live chat. The data can be used by the sales team to approach the visitors. .

B2B 77

B2B Best practices Sales Education 77

Amity

FEBRUARY 2, 2016

The conference speakers include some of the most experienced and visionary thought leaders in the Customer Success community. May 10-12 - Pulse 2016 Conference. January 13 - How to Build a Customer Success Culture with Strong Sales Alignment & Collaboration. Strong adoption leads to very strong growth. • Whitepapers.

SaaS 80

SaaS Education Customer retention Sales 80

ChurnZero

SEPTEMBER 15, 2020

The BIG RYG Customer Success Conference is one of the best ways to stay up-to-date on the latest trends. The question of whether Customer Success should own the renewal, expansion and upsell is one of the most debated topics in CS. Mike Davis, VP of Sales, TaskRay. Amanda Ingraham, Director of Customer Success, 15Five.

SaaS 59

SaaS Upselling Sales 59

Amity

DECEMBER 14, 2016

Others manage subscriptions, software usage, renewals, upsells and other parts of the sales process. 11-12pm Weekly sales enablement meeting: Knowing our product inside and out is imperative to doing our job well. In the always-on world of SaaS, the role of customer success varies across companies and industries.

Management 84

Management Finance Enterprise Accountability 84

Quality Contact Solutions

DECEMBER 31, 1969

Prospecting is tough and most sales professionals dread it and delay prospecting until the eleventh hour, therefore unlikely to achieve their prospecting goals. Companies turn to outbound telemarketing partners as appointment setting is considered one of the most difficult parts of the sales process.

Telemarketing 49

Telemarketing outsourcing Upselling Sales 49

VHT

APRIL 2, 2019

Plus, employees have more time for problem solving, supporting customers through high-stress transactions, and upselling. As with any new tech, the sales talk can get ahead of reality. While RPA confers serious benefits, it requires careful, constant care and feeding. Calls go faster so wait times drop and more people get help.

Upselling 63

Upselling Wait times Self service Accountability 63

Hodusoft

MARCH 8, 2019

If they do, they can conduct cold calls or just send SMS with offers to existing customers and upsell or cross sell. It gets even more interesting when WebRTC video and audio chat as well as conference facility is included I the call center software. Chances of sales increase. Video improves the caller experience even more.

Contact center software 40

Contact center software call center software Interactive Voice Response Contact Center 40

Squelch

OCTOBER 25, 2019

The Squelch team recently traveled to Las Vegas where it co-sponsored the three-day Technology & Services World (TSW) 2019 conference and expo. But we’re going to break that rule and share our favorite moments and top learnings from the conference. TSW Event Highlights. But what does golf have to do with TSW? Top TSW Learnings.

Chief Customer Officer 40

Chief Customer Officer Entertainment Government Upselling 40

Nicereply

JUNE 18, 2020

Your sales team went home, and all you had left was your current group of customers. The funny thing is, customers who churn have the same effect on your business even when you are still making sales. For example, attend industry conferences. Conferences are a great opportunity to meet several customers in one area.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

Amity

MAY 9, 2016

When I was a Customer Success Manager at Eloqua, the role was managing accounts (Renewals, Upsells, Cross-Sells, Success Planning). I really loved the combination: it was part consultant, part sales, and I really enjoyed that aspect of the job. We’re a pretty lean team, and we sit right between Sales and Customer Success.

Coaching 56

Coaching Upselling Accountability Sales 56

8x8

DECEMBER 3, 2018

Because of the nature of Lenox’s business, both sales and call volumes are dramatically higher during the holiday season than at other times of the year. 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.

Customer Service 54

Customer Service Abandon rate Contact Center First call resolution 54

CustomerSuccessBox

DECEMBER 24, 2021

This way each touchpoint with your customer-whether it’s through marketing, or sales, or product team- is an opportunity to make that impression. Since CS and sales teams work closely with customers, they’re an indispensable part of the journey mapping process. Low NPS Customer Webinars Conferences.

Journey mapping 52

Journey mapping Chief Customer Officer Upselling Customer retention 52

Global Response

AUGUST 7, 2023

Save money and increase sales with a brand-obsessed, people-first team that delivers a high-touch, superior customer experience, every time. There’s no business out there who doesn’t want to improve their customer retention and CLV. LET’S CONNECT Implement customer segmentation in your call center.

Customer retention 62

Customer retention Call Center Upselling Personalization 62