ChurnZero

NOVEMBER 22, 2019

With deep expertise in scaling organizations, she works with companies globally to build programs that are customer-centric and scalable. She has also held numerous Interim ‘Head of Customer Success’ roles. Customer Success Around the Web. She is process and culture-driven, building high performing teams.

Chief Customer Officer 17

Chief Customer Officer Education Upselling SaaS 17

ChurnZero

NOVEMBER 4, 2022

To get a CEO’s perspective on the matter, ChurnZero’s You Mon Tsang joined ESG for a special CEO panel on “ The economy and Customer Success: The impact and what to do about it ,” with ‘nuffsaid’s Chris Hicken and Kapta’s Alex Raymond. Difficult conversations lead to deeper customer connections. “I’m Learn from three SaaS CEOs.

SaaS 98

SaaS Customer centricity Finance Best practices 98

ClearAction

NOVEMBER 5, 2017

Customer Experience Vision Silos Dictate Value Lynn Hunsaker. Does your vision for customer experience match your customers’ vision? If yes, then you’re on your way to customer-centricity, and the growth touted by customer experience management. Customers are the source of paychecks, budgets and dividends.

Customer Experience 69

Customer Experience Customer centricity Morale Finance 69

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

bold360 Blog

JULY 1, 2019

As you design these experiences, you need to be able to share the designs with engineers, marketers, and other stakeholders — in a way they can understand. To create a great user experience, you’ve got to start with the customer and work the technology backwards.

Chatbots 75

Chatbots Upselling outsourcing Customer centricity 75

Pointillist

FEBRUARY 19, 2018

It’s a far cry from the expansive data engineering initiatives that likely still haunt your dreams. For AI to impact the customer experience, insights need to be conveyed in the moment through the customer’s chosen touchpoint. The tedium of pulling together dozens of data sources is now just background noise.

Customer Experience 111

Customer Experience Analytics APIs B2B 111

Amity

MARCH 10, 2017

Whether it's as an individual Customer Success Manager, or as a SaaS leader transitioning to a Customer-Centric Organizational model, it goes without saying there's a lot to learn. Customer Success is a great opportunity for young professionals looking to make a direct impact. Getting started ban be dreadful.

Engineering 90

Engineering Upselling Metrics SaaS 90

Totango

MARCH 12, 2021

We’ll also provide a customer journey map template you can adopt and adapt to optimize your customers’ experience and increase client retention. Mapping the Modern Customer Journey. The traditional customer journey had previously been viewed from the perspective of the seller. Cross-sell and upsell purchases.

Journey mapping 67

Journey mapping Upselling Metrics Customer retention 67

Quiq

AUGUST 4, 2020

According to Hubspot , Google has 92.42% of the search engine market share worldwide. That translates to approximately 72% of all desktops and 92% of the mobile search engine market share with the United States leading in number of users. . Customer-centricity aside, there are other operational benefits for businesses.

Engineering 55

Engineering Upselling Customer centricity Wait times 55

CustomerSuccessBox

DECEMBER 13, 2021

Here are some of the Customer Success trends in 2022 that will help you make sense of the incoming changes. The world has understood the need for customer-centric systems and customer success at once. Traditional Customer Success Software works on a traditional rule-based engine to generate early warning signs.

Journey mapping 52

Journey mapping Customer advocacy Upselling Big data 52

ChurnZero

JANUARY 13, 2023

Customers scrutinizing expenditures will not have the luxury of sticking around with vendors where value is not returned multiple fold. Customer Success and a customer-centric framework are the key elements in this equation. In a down economy, Customer Success will be recognized as a key growth engine for companies.

Chief Customer Officer 98

Chief Customer Officer Sales SaaS Customer centricity 98

ChurnZero

NOVEMBER 27, 2019

Or trying to identify trends and patterns that maximize renewals, upsells or logo retention? . Check out Customer SuccessCon for yourself. Speaker Bio: Emilia D’Anzica is a Customer Success and Account Management Growth Consultant and Partner at Winning by Design. A re you assessing health? Automating processes?

Chief Customer Officer 75

Chief Customer Officer SaaS Education Metrics 75

Squelch

JULY 23, 2019

In part one of our interview with Irene , we discussed the relationship between customer success and customer experience and the impact that customer success can have on other departments across the organization. How has the role of customer success evolved with the rise of SaaS companies? What do I mean by that?

SaaS 53

SaaS Customer centricity Chief Customer Officer Sales 53

Call Journey

JUNE 23, 2019

With the business landscape changing into a more customer-centric one, CCW provides the perfect venue to connect and learn about how our Voice Analytics solution can help transform today’s contact centers,” said Paul Humphrey, CEO of Call Journey. Understand Customer Lifecycle and sustainable revenue patterns.

Upselling 40

Upselling Engineering Analytics Scripts 40

Call Journey

JUNE 23, 2019

With the business landscape changing into a more customer-centric one, CCW provides the perfect venue to connect and learn about how our Voice Analytics solution can help transform today’s contact centers,” said Paul Humphrey, CEO of Call Journey. Understand Customer Lifecycle and sustainable revenue patterns.

Upselling 40

Upselling Engineering Analytics Scripts 40

Infinity

MARCH 2, 2022

Real-time call monitoring is designed to help you build a holistic picture of your customers, the journey they took to pick up the phone, and what persuades them to convert. It can gather intel that will increase lead generation and support upselling.

Scripts 52

Scripts Upselling Analytics Customer centricity 52

JivoChat

APRIL 16, 2023

Ecommerce involves a lot of steps, but some include building your ecommerce platform , setting up payment gateways, and tracking customer behaviors and preferences. When developing an ecommerce strategy, it’s important to consider the customer’s journey and their needs. “Think Different.” Try to find a healthy balance.

Analytics 82

Analytics Engineering Advertising Sales 82

CSM Practice

MARCH 1, 2021

Peled shared how Salesforce transformed its traditional way of navigating customer relationship management into an unconventional yet innovative one. He tackled how Salesforce delivered a robust framework, which they converted as a tool to become more a customer-centric organization. Turn around time of engineering solution.

Chief Customer Officer 52

Chief Customer Officer Upselling Accountability Government 52

Amity

JANUARY 30, 2019

If you have a more complex product to setup or if there is a heavy lift required to implement your product (importing large amounts of data is a common need) then you may want to consider giving customers the option to pay for additional services to help. Do you have cross-sell or upsell opportunities with your product?

Education 61

Education Engineering B2C Technical Support 61

CustomerSuccessBox

NOVEMBER 23, 2021

Note that to implement this indicator, you will need to be able to follow the evolution of your customers’ purchases, via a loyalty card for example. Upsell rate. You can calculate a loyalty rate by averaging the three previous indicators: Net Promoter Score Repurchase rate Upsell rate. Loyalty rate. Conclusion.

Brand ambassadors 52

Brand ambassadors Upselling Construction Surveys 52

JustCall

AUGUST 8, 2023

Source In addition to embracing the role of a recommender system, conversational AI can also unlock upselling and cross-selling opportunities. With information on customer purchase patterns, online behavior, and preferences, conversational AI can pitch products to increase average order value and maximize revenue potential.

Sales 52

Sales Upselling Revenue potential Customer centricity 52

JustCall

AUGUST 8, 2023

Another great example of a brand using customer-centric search is Etsy. This online marketplace allows customers to filter and sort results based on various criteria (think: price, location, and customer ratings). You can also leverage this technology to cross-sell and upsell.

Chatbots 52

Chatbots Abandon rate Customer centricity Personalization 52

CSM Magazine

MARCH 16, 2023

However, in my mind speech analytics engines are accurate enough to give confidence in the results. This means applying Machine Learning (ML) to call transcripts to automatically find the ‘needles’ or key topics and library of associated phrases that really matter such as those relating to churn risk, compliance or upsell.

Analytics 52

Analytics Coaching Finance Upselling 52

Squelch

JULY 23, 2019

In part one of our interview with Irene , we discussed the relationship between customer success and customer experience and the impact that customer success can have on other departments across the organization. How has the role of customer success evolved with the rise of SaaS companies? What do I mean by that?

SaaS 40

SaaS Customer centricity Chief Customer Officer Sales 40

Infinity

MARCH 14, 2022

According to a recent survey, 75% of leaders agree that the global pandemic has compressed the digital adoption timeline and are actively seeking to invest in technologies that will improve the customer journey and help them make data-driven decisions. Use customer intel about pain points to deflect low-value calls.

Scripts 40

Scripts Upselling Analytics Journey mapping 40

Nicereply

FEBRUARY 2, 2024

Everyone, from sales to engineering, must integrate customer success into everything they do. To achieve this, you should educate everyone in the organization about customer success and the role it plays in business growth. What’s more, educate them on how they can ensure customer success in their respective roles.

Education 59

Education Accountability Customer retention Journey mapping 59

Comm100

FEBRUARY 10, 2022

Creating excellent customer service through personalized recommendations, support, and the overall shopping experience can significantly boost your sales rate and repeat orders. You can also offer relevant recommendations to increase your chances of upselling your customers like PuraVida does here with their “You may also like” section.

Personalization 52

Personalization Customer Service Chatbots Self service 52

ChurnZero

JUNE 3, 2022

To talk about what needs to change and to offer his thoughts on how you can do it, we’re joined by You Mon Tsang who founded not just one, but four successful software companies, including Biz360, Engine 140, and Milktruck, before going on to found his latest business ChurnZero where he’s CEO and founder. The lightning round.

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

To talk about what needs to change and to offer his thoughts on how you can do it, we’re joined by You Mon Tsang who founded not just one, but four successful software companies, including Biz360, Engine 140, and Milktruck, before going on to found his latest business ChurnZero where he’s CEO and founder. The lightning round.

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

FEBRUARY 26, 2021

For example, Product Managers can share research requests when they want to talk to a customer with pain points related to a feature in review. Or if Customer Success has a customer who wants to become more involved in an aspect of product development, they post a request to have a Product Manager or Engineer listen in on the conversation.

Management 59

Management Feedback SaaS Sales 59

Comm100

FEBRUARY 5, 2018

This put power into the hands of the consumer, and lead businesses to focus in on the customer experience. The beauty of virtual spaces is not only the establishment of a different, more customer-centric corporate culture: customers’ footprints are now easier than ever to map and transform into revenue.

CRM 68

CRM Marketing Multichannel Self service 68

ClearAction

NOVEMBER 16, 2023

B2B voice of customer maturity requires you to think through what works well in your company’s culture for energetic, sustained, and collaborative action and follow-through. That’s not bold enough to engender customer-centric thinking and behaviors throughout your corporation, nor to move the needle in financial growth.

B2B 62

B2B Feedback B2C Enterprise 62

Comm100

FEBRUARY 20, 2018

And, happier agents have a better overall workplace morale, which translates into the quality of customer service. As the report says, “Agents, quite simply, are the gateway to a productive, customer-centric experience.”. Value in Customer Satisfaction. Drive Revenue. Chatbots can also be used for marketing.

Chatbots 72

Chatbots Contact Center Chief Customer Officer Benchmark 72

SmartKarrot

DECEMBER 13, 2023

In a world where customer expectations are evolving rapidly, businesses must go beyond traditional models and embrace customer-centric approaches. As a growth engine, customer success is fueled by proactive engagement and a deep understanding of customer needs.

Engineering 10

Engineering Customer centricity Upselling Feedback 10

SmartKarrot

DECEMBER 13, 2023

In a world where customer expectations are evolving rapidly, businesses must go beyond traditional models and embrace customer-centric approaches. As a growth engine, customer success is fueled by proactive engagement and a deep understanding of customer needs.

Engineering 10

Engineering Customer centricity Upselling Feedback 10

SmartKarrot

AUGUST 18, 2022

Understand customer business context and pain, and facilitate the strategic mapping of OfferFit value to identify potential upsell opportunities. Work closely with the OfferFit sales team to close upcoming renewals & upsell opportunities. Create initiatives to drive customer satisfaction, adoption and expansion.

Upselling 19

Upselling Education Engineering Advertising 19

Balto

JANUARY 24, 2025

Example: A supervisor overseeing a high-pressure sales team uses Balto to highlight missed upselling opportunities in real-time, helping agents close deals more effectively. Impact: Actionable insights lead to better decision-making at all levels of your organization, improving both agent performance and customer outcomes.

Call Center 52

Call Center Scripts Coaching First call resolution 52