CSM Practice

JANUARY 13, 2021

Some of the renewal management challenges for many businesses include : Lack of a customer-centric approach. Too many customers for current headcount. More mature customer success organizations with optimized and scaled renewal processes with a goal-oriented and customer-centric approach. Customer-centric.

SaaS 98

SaaS Customer centricity Accountability Education 98

CX Journey

DECEMBER 7, 2016

Product didn’t trust the current upsell/cross-sell machinations for the new stuff. And the customer experience was going to be a disaster if we didn’t get our act together. However, the journey room did serve as the record of truth and a living document of our customer’s experience from their first website visit to product adoption.

Upselling 64

Upselling Customer centricity Feedback Customer Experience 64

Natalie Petouhof

AUGUST 26, 2015

These vendor profiles are a tool for buyers to evaluate their customer success management options before selecting a vendor. As a customer success technology company, Gainsight helps companies manage their customer relationships while driving retention, upsell opportunities and organizational efficiency.

Sales 63

Sales Management Advertising Upselling 63

CSM Practice

FEBRUARY 12, 2020

As SaaS businesses gain traction and customers begin to adopt their solution at scale, the next step is to drive customer expansion. Since existing customers are usually more willing to buy, companies typically offer additional solutions and features in the form of upsells and cross-sells. Thinking Ahead. Related Links.

Upselling 52

Upselling Customer centricity Sales Accountability 52

CustomerSuccessBox

MARCH 15, 2022

Delivering value to the customers through the product’s abilities and customer experience while also staying intact with the brand image and looking for upsell opportunities every moment. Checking out on the complaints of the customers and improving the customer experience. Salary comparison.

Accountability 52

Accountability Customer Support Management Upselling 52

ChurnZero

JANUARY 17, 2020

-Jeremy Jeffers, VP of Customer Success, Untappd. . Prior to deploying a Customer Success p latform, many companies find their CS operations comprised of an endless web of spreadsheets and unorganized documentation. Or perhaps upsell opportunities? . These customer-oriented segments are often the most fruitful. .

Best practices 72

Best practices Upselling Accountability SaaS 72

ProProfs Blog

APRIL 17, 2020

Here’s what you should do: Create a spreadsheet with all your customers from the period you’ve chosen to analyze. This document should consist of two columns. The first column is supposed to include each customer’s account ID. Calculate the total MRR by summing up all of the subscription values in your document.

Metrics 142

Metrics Customer retention SaaS Surveys 142

Call Experts

APRIL 8, 2024

It refers to the interconnected set of experiences that a customer has with a company from their initial point of contact through to their ultimate departure. Unlike examining each interaction in isolation, adopting a Customer Journey perspective means documenting the entire experience from the customer’s point of view.

Contact Center 52

Contact Center Customer centricity Call Center Feedback 52

Call Experts

JULY 13, 2023

It refers to the interconnected set of experiences that a customer has with a company from their initial point of contact through to their ultimate departure. Unlike examining each interaction in isolation, adopting a Customer Journey perspective means documenting the entire experience from the customer’s point of view.

Contact Center 52

Contact Center Customer centricity Call Center Feedback 52

JustCall

DECEMBER 24, 2022

In simple words, customers don’t give second chances. On the other hand, rewarding customer service experiences increase sales volumes, improve customer retention, unlock upselling and cross-selling sales opportunities, and fortify business growth. So, find ways to leverage it for better customer service.

Best practices 52

Best practices Customer Service Customer centricity Self service 52

ChurnZero

APRIL 5, 2019

Customer Success Performance Management (Goals and KPIs). If a customer isn’t engaging in upselling, they are often heading towards churn. When scaling a Customer Success team, you have to paint the picture in terms of ‘ what is the least they could do. How Customer Success Can Catalyze Customer-Centric Change.

Customer centricity 40

Customer centricity Upselling Accountability Customer retention 40

Pointillist

MARCH 20, 2019

Cross-sell/Upsell Customers who are delighted with their experience spend more with a business by buying additional products and services. Be sure to prioritize them not only in order of customer experience team goals but also the goals of the company as a whole.

Customer Experience 59

Customer Experience Banking Metrics Analytics 59

Amity

FEBRUARY 2, 2016

Editor’s note: This is a living document, and our goal is to update it regularly with the best resources around customer success. The Best Customer Success Resources of 2016. Surely, you are staying up to date on the latest customer success trends – did someone say “customer marketing”?

SaaS 80

SaaS Education Customer retention Sales 80

aircall

FEBRUARY 1, 2021

From the very beginning, emphasize the importance of being customer-centric during your sales coaching program. Making a connection with customers. Customer experience. Upsell, cross-sell, referrals. It’s not a bad idea to document your company’s best practices for sales team training. Storytelling.

Best practices 62

Best practices Sales Call Center Coaching 62

ChurnZero

SEPTEMBER 27, 2024

We should know in advance the key moments in a customer journey and think about what we should do if things don’t go according to plan. Additionally, we engage in shared engagements that support being customer-centric and maximizing our talents and skill sets to drive business outcomes.

Best practices 52

Best practices Accountability Sales Feedback 52

JivoChat

APRIL 8, 2021

In doing so, companies take a customer-centric approach that leads to a more personalized buyer journey. Ultimately, customer engagement tools help foster a stronger bond between companies and customers, enhancing the buyer experience and the company’s performance and service levels. Key features: Chatbot widget.

Sales 52

Sales Chatbots Brand ambassadors Surveys 52

SmartKarrot

DECEMBER 2, 2021

Apply here: [link] Role: Director of Customer Success Location: Remote, New York, NY, US Organization: OMEGA POINT (OMPNT) As a Director of Customer Success, you will focus on customer success as it relates to revenue growth (renewals & upsell). Strategies for expanding the footprint of Smart Communications customers.

Upselling 19

Upselling Enterprise SaaS Customer centricity 19

JustCall

APRIL 5, 2023

What is customer success software, and why use it? A study found that companies that implemented a customer success program experienced double the number of customer interactions as compared to before. This allows more opportunities for your team to upsell and cross-sell to customers.

Management 52

Management CRM Customer retention Self service 52

SmartKarrot

MARCH 30, 2022

Apply here: [link] Role: Customer Success Manager Location: San Jose, CA, US (Hybrid) Organization: Sage As a Customer Success Manager, you will build a cohesive team of Customer Success Advocates that reflects Sage Intacct’s customer-centric approach. Monitor customers’ KPIs to drive the usage of the products.

Upselling 19

Upselling SaaS Customer centricity Accountability 19

SmartKarrot

FEBRUARY 1, 2022

Role: VP of Customer Success Location: Remote, New York, United States Organization: Teampay As a VP of Customer Success, you will coach the team on strategies for building trusted advisor relationships. Oversee customer onboarding, strategic business reviews, success plans, contract renewals and upsell opportunities.

Accountability 19

Accountability Upselling Healthcare Metrics 19

SmartKarrot

OCTOBER 21, 2021

Identify commercial development opportunities by analyzing customer strategies to increase sales, reduce costs and maximize the efficiency of in-store operations. Identify opportunities and lead upsell/cross-sell deals from start to finish. Update and document all activities into the CRM system regularly and accurately.

Upselling 19

Upselling Customer centricity Accountability Coaching 19

JivoChat

APRIL 13, 2021

Even for highly responsive, customer-centric businesses, relying on live agents all the time is expensive and unsustainable. Customers might reach out with urgent issues at off-times — during work breaks, after office hours, on weekends, or on holidays. Upsell or cross-sell customers on your offers.

Customer Service 40

Customer Service Chatbots Self service Abandon rate 40

SmartKarrot

NOVEMBER 8, 2023

Implementing comprehensive training, providing documentation, and offering dedicated support can make all the difference. Remember, a great onboarding experience not only boosts customer satisfaction but also accelerates their time to value. Tailor your offerings to align with their long-term goals.

Upselling 10

Upselling SaaS Customer centricity Customer retention 10

SmartKarrot

SEPTEMBER 25, 2020

This way, you would always have a better visibility on your customer’s health. And unwanted incidents, like customer churn, can be prevented way before they take place. In short, this is how you build and scale your customer success team: Impart customer-centric culture. Structure your customer success department.

Customer retention 13

Customer retention Customer centricity Metrics Best practices 13

SmartKarrot

NOVEMBER 14, 2023

Effective communication and a comprehensive understanding of client needs during this phase set the tone for customer satisfaction, loyalty, and the potential for future upselling. A well-executed handover is the bridge that transforms promises made during the sales process into tangible, enduring customer success.

Sales 10

Sales Customer centricity Upselling Management 10

SmartKarrot

JANUARY 6, 2021

Customer success managers can attach an image or a document to compliment team understanding of the issue. The SmartKarrot customer success software supports customers completely. You can focus on support conversations, become highly customer-centric and improve customer satisfaction.

Technology 10

Technology Management Accountability Upselling 10

SmartKarrot

MARCH 11, 2024

In the complex realm of Customer Success , crafting a plan that resonates with both the client and your internal team is the key to sustainable growth. As a Customer Success Manager, I have found one plan that stands out above the rest – The JOINT SUCCESS Plan.

Upselling 8

Upselling Best practices Accountability Customer centricity 8

SmartKarrot

APRIL 18, 2023

According to a study by Harvard Business Review , increasing customer retention rates by 5%can increase business profits by 25% to 95%. A customer success team can further improve a companies’ sales through engaging in processes that includes upselling and cross-selling to customers.

Upselling 10

Upselling Best practices CRM SaaS 10

SmartKarrot

NOVEMBER 18, 2020

Proper documentation and knowledge transfer are an integral part of sales to implementation handoff. All the people from your different teams interacting with the customer must be on the same page. And finally, remember that sales is an ongoing process in a customer-centric organization. Final Thoughts.

Sales 10

Sales Customer retention Upselling SaaS 10