ChurnZero

OCTOBER 16, 2020

Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. Customer Success Managers (CSMs) who possess the full spectrum of skills required to own the business relationship in its entirety are “unicorns” and there aren’t many roaming around. Enter the Sales Manager.

Upselling 98

Upselling SaaS Sales Accountability 98

ProProfs Blog

DECEMBER 16, 2020

To make instant help possible, you’ll need live chat software to manage support during the holidays on your website besides offering phone and email platforms. You will have to come up with strategies that will help your support team manage live chat during the holiday season. 7 Tips to Manage Live Chat During the Holiday Season.

Management 147

Management Chatbots Sales Upselling 147

ChurnZero

DECEMBER 17, 2021

Considering that studies have shown that acquiring a new customer is exponentially more expensive than retaining an existing one, expansion management becomes more important than ever. In the SaaS industry, Customer Success upsell and cross-sell opportunities are commonly incorporated into expansion management.

Management 98

Management Upselling SaaS Education 98

ShepHyken

JANUARY 10, 2022

A Nation on Hold Wants to Speak With a Manager by Sarah Lyall. If employees are now having to take on many unexpected roles — therapist, cop, conflict-resolution negotiator — then workplace managers are acting as security guards and bouncers to protect their employees. Customer Service Is the New Upsell by David Wagoner.

Customer Service 198

Customer Service Upselling Sales Customer retention 198

ShepHyken

NOVEMBER 15, 2023

But the truth is everybody in CX has this colleague – it’s the customer. Earlier this year, CX Network’s Global State research found that 29% of practitioners are not actioning customer feedback at present. Your customers already know everything your CX strategy needs to achieve – it’s time to get them involved!

Morale 153

Morale Feedback Upselling Surveys 153

Totango

AUGUST 13, 2024

Increased renewal efficiency and targeted expansion, positive customer feedback, and a clearer focus for both AEs and CSMs on their goals. Leverage front-line insights : Create the space for individual contributors to provide feedback. The results?

Management 101

Management Best practices Consulting Consulting 101

TeleDirect

MARCH 15, 2025

Inbound Call Center Services: How They Work An inbound call center manages incoming calls from customers seeking assistance. Order Processing and E-Commerce Support Managing online and phone orders, tracking shipments, and handling returns. Managing hotel reservations and travel bookings.

Call Center 62

Call Center Telemarketing Technical Support Healthcare 62

Lumoa

JANUARY 31, 2023

Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing, and acting on customer feedback, you’ll be able to improve customer experience altogether. In This Article: Why do you need Customer Experience Management?

Customer Experience 165

Customer Experience Customer centricity Metrics Feedback 165

Totango

DECEMBER 21, 2021

Building out customer success manager automation depends on the effective use of email and in-app messaging. We’ll identify six key types of automated messages that every effective customer success manager automation strategy needs to include. Milestone Messaging as a Customer Success Manager Automation Strategy.

Management 112

Management Best practices Upselling Accountability 112

Totango

AUGUST 14, 2020

In our latest installment in the CXO Series , we sat down with Stephanie Comardelle, Vice President of Customer Experience, Success, and Solutions at Lucid to discuss what it takes to implement a stakeholder engagement plan at a time when there is so much going on as well as how they are managing their new customer success program. .

Accountability 158

Accountability Feedback Sales Upselling 158

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. Here we’ve identified the 13 most essential qualities to consider when hiring a CS manager. What Is a Customer Success Manager (CSM)? What Is a Customer Success Manager (CSM)?

Management 97

Management Upselling Coaching Best practices 97

CCNG

APRIL 27, 2022

My background is sales management. I thought about the warehouse full of employees that were waiting to ship out orders the contact center teams took, and I thought about the dozens of account managers that were depending on the contact center teams to sell products and make their clients happy. I had no idea about contact centers.

CCNG 195

CCNG Contact Center Scripts Feedback 195

ShepHyken

JULY 31, 2020

Jerry Fritz, Director of Management Institute , University of Wisconsin. It is a great growth hacking tool for companies with continually evolving standards as it merges CX and customer service to help the customer understand your novel offerings, all the while increasing upselling opportunities and shortening the sales cycle.

Customer Experience 216

Customer Experience Customer Service Chatbots Upselling 216

Totango

NOVEMBER 23, 2021

There are some common symptoms that your current system is no longer up to the task of managing your customer’s success needs. This is because CRM tools are designed to manage customer relationship data, not customer success outcomes. Customer success tools can help you with sales, but they go beyond sales management.

Upselling 98

Upselling CRM Revenue potential Feedback 98

TeleDirect

FEBRUARY 7, 2025

Feedback: Providing appropriate responses that address the customers needs. Sales and Upselling Calls Identify customer needs through active listening. A: Regular training sessions, role-playing exercises, call monitoring, and feedback mechanisms help agents develop active listening skills.

Call Center 62

Call Center Customer Service Agent burnout First call resolution 62

ChurnZero

NOVEMBER 26, 2024

Having a clear understanding of the team structure and who the direct manager will be. Be specific and accurate about the level of the position (e.g., “Specialist,” “Associate,” Manager,” “Director” etc.) For example, “Enterprise Customer Success Manager”.

SaaS 52

SaaS Upselling Enterprise industry standards 52

Totango

FEBRUARY 12, 2025

For enterprise organizations, managing customer relationships is far from simple. For enterprises, a well-constructed customer health score isnt just a nice-to-have; its a strategic asset that empowers teams to manage complexity, sustain customer satisfaction, and scale their customer success efforts.

Enterprise 62

Enterprise Metrics Accountability Construction 62

CCNG

JULY 3, 2024

While modern businesses leverage advanced technologies and tools to create an impactful CX, the most meaningful aspect of customer experience management is in the ‘human touch.’ Your business benefits from the experience and knowledge of skilled experts who are well-versed in customer experience management best practices.

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

Fonolo

MARCH 28, 2023

Customer experience managers in the contact center have never mattered more. Excellent customer experience is a must and should never be overlooked. If you’re considering a career as a customer experience manager for a contact center, this blog post will guide you on how to get there. CX matters!

Customer Experience 81

Customer Experience Management Contact Center Call Center 81

Callminer

JUNE 3, 2019

Let’s run through some of the triggers that send employees running in the other direction and how managers can help stop the cycle: Poor feedback is stunting agent growth. This holds especially true for call center agents who interact with thousands of customers per month, but only receive feedback on < 5% of these conversations.

Best practices 140

Best practices Average Handle Time Coaching Analytics 140

Totango

JULY 19, 2021

Be sure you look for the skills and qualities that will allow a customer success manager (CSM) to truly connect with customers. Next, you’ll need an onboarding specialist, or provide training for your CSMs so they can manage the entire customer journey. You’ll also need to know how many managers you need for these teams.

Upselling 126

Upselling Feedback Customer advocacy Surveys 126

ChurnZero

MARCH 7, 2025

Well-managed communities are proven to increase customer retention, provide valuable product insights, expand brand awareness, and improve overall customer satisfaction. 3: Customer marketing: A community helps identify champions, supports upsell/cross-sell opportunities, and provides feedback for your product roadmap.

SaaS 52

SaaS Gamification B2B Metrics 52

Totango

APRIL 5, 2022

For example, Totango’s SuccessPlay feature allows you to create automated workflows to follow up on NPS surveys, such as sending an upsell offer or referral invitation to customers who respond with a 9 or 10. Leverage satisfied customer responses for upselling conversions and referrals. Why Do You Need NPS Software?

Upselling 108

Upselling Surveys Analytics Customer retention 108

Lumoa

FEBRUARY 20, 2018

Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing and acting on the customer feedback, you’ll be able to start taking the customer experience in control. Why do you need Customer Experience Management?

Customer Experience 141

Customer Experience Customer centricity Feedback Metrics 141

Lumoa

AUGUST 8, 2023

Unlocking the power of VoC feedback is vital to the success of any business. This article offers a comprehensive guide on how to analyze survey results efficiently, covering everything from the basics to advanced techniques, and provides actionable solutions to common challenges in customer feedback analysis faced by businesses today.

Surveys 78

Surveys Feedback Banking Best practices 78

Totango

AUGUST 16, 2022

Here’s our guide to today’s best customer retention management software. Then, we’ll offer some tips for using your customer retention management system to meet your customer success goals for each stage of your client’s lifecycle. Identifying customers in the market for upsell offers and referral invitations.

Customer retention 106

Customer retention Upselling CRM SaaS 106

Outsource Consultants

MARCH 29, 2021

But not all outsource call center partnerships are created equal — and they all require management. Don’t waste time pairing conflicting KPIs, such as setting a lower agent AHT goal with increased upsell targets. By nature, upselling requires time for agents to explain the benefits of your brand’s products.

Management 76

Management Calibration Call Center Upselling 76

Totango

APRIL 2, 2019

Gather feedback. This is also a good time to add upsells to accounts that have high customer health scores. By making an abstract concept like customer happiness a tangible number, customer journeys become easier to conceptualize and manage. Gather Feedback. Customize notifications and health scores. Automate tasks.

Journey mapping 110

Journey mapping Upselling Accountability Feedback 110

CCNG

OCTOBER 19, 2022

Gartner, 2022) CX programs that exceed management expectations are 2.3 Temkin, 2017) After a bad experience, 30% of consumers tell the company, 50% tell their friends, and 15% provide feedback online. times more revenue growth than those managing it as a cost center. Emplifi, 2021) Experience-driven businesses grew revenue 1.4

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Callminer

SEPTEMBER 14, 2020

For instance, to improve key call center metrics such as first call resolution , business analysts may recommend implementing speech analytics solutions to improve agent performance management. The business analyst can survey customers to gain feedback and data related to their experience using the call center. Time spent waiting.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Listen to your customers.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

ShepHyken

JULY 1, 2022

Whether it is an overwhelming experience or an unforgettable one, it is instantly highlighted with feedback. . Next-generation omnichannel e-commerce marketplace to onboard and manage brand products and services: . Grow revenues & increase sales through upselling & cross-selling . Metaverse in Travel Industry.

Airlines 191

Airlines Upselling Customer Experience Chatbots 191

Nicereply

MARCH 16, 2022

Some treat Customer Experience as a synonym to Customer Success, others see Success and Support as part of the CX team, and still, others prefer it reports into Sales as a way to increase upsells and renewals. After starting in a frontline Support Role, I earned the opportunity to move into people management as a Support Leader.

Sales 111

Sales Customer Experience Upselling Self service 111

ChurnZero

JANUARY 20, 2021

This is a guest blog post by Justine Dennis, Manager, Customer Success & Support at Fusebill. . Jonas Rasschaert, PieSync’s Customer Success Manager, pointed to three things that make PieSync’s Customer Success strategy thrive. Implementing a system that captures feedback from customers, leads and other prospects.

SaaS 98

SaaS Upselling B2B Metrics 98

ChurnZero

MARCH 24, 2025

Whether this discrepancy points to budget cuts or misaligned strategies, its critical for a CS team to have the right technology for managing customers and building revenue through retention and expansion. Upsell opportunities. Find out more: the key differences between a CRM and a CSP. 2: Your customers do unexpected things regularly.

Technology 52

Technology CRM Engineering Finance 52

CSM Magazine

MARCH 24, 2025

Customer training through an LMS optimizes onboarding, lessens employee turnover (increases retention), and presents several opportunities for upselling. ’ This way of learning lets staff learn at their own pace, making it less likely to interfere with a very high workload or any pending deadlines they must manage.

Upselling 52

Upselling Education Feedback Management 52

ProProfs Blog

DECEMBER 11, 2020

Peter Drucker once said, “You can’t manage what you can’t measure.”. However, the intent of measuring customer satisfaction isn’t limited to managing it. Gaining better profits by recommending the right products during an upsell opportunity. Capture Customer Feedback Everytime. We couldn’t agree more.

Metrics 148

Metrics Abandon rate Surveys Customer effort 148