CSM Practice

AUGUST 3, 2020

In whatever situation, the question “Who should own the renewals and upsells?” That said, many experts in this field are taking time to brainstorm to come up with a specific answer to the question, “is it sales or customer success’ responsibility?”. How can I maximize the customer’s value? WHAT LAND AND EXPAND STRATEGY IS.

Upselling 98

Upselling Sales Chief Customer Officer SaaS 98

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. That was followed by the undecided (24%) leaving only 13% of participants who voted against the motion (believing that Sales should own the renewal).

Upselling 98

Upselling SaaS Sales Accountability 98

ShepHyken

SEPTEMBER 25, 2020

Learn how to best prepare your contact center for the holiday season. As the holidays fast approach, many companies are starting to think about how to maximize efficiency within their contact centers. But how can you stay efficient and drive revenue while still delivering radically personal customer service?

Contact Center 297

Contact Center Upselling Personalization Sales 297

ShepHyken

APRIL 7, 2021

They know how to buy. That gives a smart salesperson the opportunity to confirm the customer is making a good decision, ethically upsell or cross-sell, and most importantly, build the relationship for the next time the customer needs whatever the company sells. A lack of trust will cost you sales. Confusion erodes trust.

Upselling 370

Upselling Customer Service Sales Customer Experience 370

ShepHyken

JUNE 13, 2016

This excellent article is filled with ideas and tips to help any business understand how to use Twitter as a way to interact with customers for complaints, praise and any other customer comments. Difficult Customers 101: The 4 Difficult Customers & How To Tame Them With Customer Support by Jack Plantin. This is a trick question.

Customer Service 208

Customer Service Upselling Customer retention B2C 208

ChurnZero

NOVEMBER 23, 2022

This is a guest article by Stephanie Neale , CEO, Blind Zebra , a sales and client success training company for B2B pros. To avoid hounding your customers for renewals and upsells during the holiday season, try using Blind Zebra’s Q4 deal accelerator. Step 2: Rate your open renewal and upsell opportunities for timing.

Upselling 98

Upselling B2B Sales Management 98

Playvox

MAY 26, 2021

Are your customer service representatives (CSRs) cross-selling and upselling relevant products and services to your customers? As more contact centers explore implementing cross-selling and upselling, they’re finding very little information on how to do it successfully. What do they value?

Upselling 92

Upselling Education Contact Center Coaching 92

Fonolo

SEPTEMBER 19, 2019

That is not to say that cross-selling or upselling isn’t a huge opportunity for your company. It just requires you to carefully train your agents on how to tactfully spot opportunities and subsequently act on them. Work with Agents to Identify and Define Sales Opportunities. Are you unsure of where to begin?

Upselling 96

Upselling Customer Service Airlines Call Center 96

ShepHyken

JANUARY 10, 2022

Target Delight Instead of Satisfaction | How to Drive Delight the Mercedes-Benz Way by Joseph Michelli. Customer Service Is the New Upsell by David Wagoner. Second, it’s good customer service to appropriately upsell or cross-sell existing customers. Top Sales & Marketing Book 2021 by Top Sales Awards.

Customer Service 208

Customer Service Upselling Sales Customer retention 208

TechSee

MARCH 1, 2021

” These lines – uttered with every Mickey D order – are probably the most famous upsell and cross-sell out there. But the days of relying on sales staff to entice customers to re-open their wallets are coming to an end. ” and “Do you want fries with that?” Visual assistance.

Sales 124

Sales Technology Customer Service Chatbots 124

Win the Customer

JANUARY 20, 2020

This article will look at why a business should integrate live chat as well as AI to their eCommerce business as well as how to integrate them correctly to your eCommerce business. More conversions and sales – Keeping in tune with the previous point, live chat executed correctly results in more conversions as well as sales.

Chatbots 159

Chatbots Feedback Surveys Sales 159

ProProfs Blog

DECEMBER 16, 2020

In this blog, we’ll explore how live chat can help your business during the holiday season and seven ways to help you handle live chat support during holidays. In an additional section, we’ll briefly explore how you can use live chat to drive conversions during the holiday season and how to manage post-holiday rush in chat requests.

Management 147

Management Chatbots Sales Upselling 147

ChurnZero

SEPTEMBER 14, 2021

There’s a common (albeit misplaced) fear among CSMs that sales talk will tarnish their customer’s trust and set fire to the relationships they’ve worked so hard to build. . But nothing could be further from the truth so long as you handle your sales conversations with tact, understanding, and integrity. .

Sales 94

Sales Upselling Morale SaaS 94

Totango

MAY 7, 2024

Both CS and Sales leaders agree: Retention is the #1 priority. Achieving higher retention requires close alignment between CS and Sales teams, yet 87% of CS and Sales leaders told us there’s significant room for improvement in their collaboration. But there’s a problem. Use your words Talk to each other!

Sales 100

Sales Upselling Metrics Accountability 100

Myra Golden Media

APRIL 23, 2020

Learn about how practicing empathy—building a connection—makes customers feel cared about and creates rapport. In this class, I share three keys to empathy in customer service and reveals how to use empathy to put customers at ease and reduce callbacks. Learn about how to use empathy to your advantage with difficult customers.

Customer Service 303

Customer Service Upselling Personalization Customer Support 303

Joe Rawlinson

MAY 29, 2019

Well, in this article, we’ll explore a few actionable ways that can help you to increase e-commerce sales and gain an advantage over your competitors. But although most e-commerce business owners understand the potential benefits of email marketing, few of them actually know how to use it effectively and get the most of what it has to offer.

Sales 102

Sales Upselling Customer Support Marketing 102

ProProfs Blog

DECEMBER 27, 2020

Honestly, it can get annoying when you come across pushy sales representatives during your buyer’s journey who treat you like a sales target that needs to be acquired at any cost. It is said that sixty-seven percent of the buyer’s ‘decision’ is complete before a buyer even reaches out to sales. Troubleshoot any confusions.

Journey mapping 148

Journey mapping Education B2B Sales 148

ShepHyken

JUNE 8, 2023

It discusses customer experience gaps that hinder profitability and how to close them. Software and data collection allows for this, as feedback is collected from marketing, sales, and customer service teams which can then be shared with product development to drive customer-informed product improvements.

Customer Experience 156

Customer Experience Upselling Accountability Feedback 156

Callminer

JUNE 3, 2019

That’s because even before these employees decide to pull the plug, their lack of engagement leads to reduced sales, subpar customer service, and more. 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.

Best practices 140

Best practices Average Handle Time Analytics Coaching 140

ChurnZero

JULY 22, 2021

By creating healthy boundaries, Customer Success and Sales don’t have to spend their days assessing and arguing over every expansion situation. Laying ground rules for how teams work together leads to greater productivity and efficiency while reducing cross-functional friction. Product and process complexity.

Sales 98

Sales Upselling Enterprise SaaS 98

Integrity Solutions

MAY 23, 2023

Sales prospecting is vital to the success of any sales organization. Simply learning how to find, approach and engage new customers is at the heart of being able to meet and exceed your sales goals. Why Is Sales Prospecting More Important Than Ever? What is Sales Prospecting?

Sales 90

Sales Coaching Brand ambassadors B2B 90

ProProfs Blog

MARCH 26, 2020

You can do that too by training your operators on how to manage multiple chats at the same time to avoid making every customer wait. To tackle this, you can divide the chat limit within all the customer support operators so that your business ends up with more sales opportunities with less support. You can see them as stages too.

Upselling 134

Upselling Customer Support CRM Management 134

ChurnZero

JANUARY 22, 2021

So, you signed up for a Customer Success gig and now your boss wants you to upsell? But I didn’t want a job in sales!”. If you’ve internally cursed the idea of selling or simply desire to take your sales skills up a notch, then this webinar is for you. Apply a language framework to “get into” the sales conversations.

Sales 98

Sales Chief Customer Officer Upselling Metrics 98

Integrity Solutions

NOVEMBER 29, 2022

While investing in sales training can produce a range of benefits, all of us in sales know it all boils down to the bottom line. Here are the sales training metrics you should be using to measure your success. How to Determine Sales Training Metrics. How to Determine Sales Training Metrics.

Metrics 84

Metrics Sales Coaching Accountability 84

CSM Magazine

MARCH 24, 2022

For retail business, the customer journey extends far beyond the initial sales engagement. As customers are taking more control of their own service requests through customer portals, retailers can use the opportunity to engage in sales opportunities.

Customer Experience 119

Customer Experience Self service Analytics Upselling 119

Totango

JULY 5, 2022

Signs to look for when learning how to identify at-risk customers include: . Make the Most of Upsell Opportunities. Upsells are the result of the growth a customer has enjoyed because of your commitment to delivering lifetime value. Low Net Promoter Score (NPS). Low usage rates. Increase in support tickets.

Upselling 101

Upselling CRM Best practices Accountability 101

Totango

APRIL 2, 2019

This is also a good time to add upsells to accounts that have high customer health scores. Health scores indicate which customers may be receptive to cross-sell or upsell offers and which ones might require extra attention from your success team. Customize Notifications and Health Scores. Gather Feedback.

Journey mapping 108

Journey mapping Upselling Accountability Feedback 108

ShepHyken

JULY 31, 2020

Acquire’s co-browsing feature helps you show the customer how to use your product instead of telling them. They were facing the challenge of increasing sales and improving overall customer satisfaction on their website. This helped them provide better customer service and enhance the overall CX by enabling better sales conversations.

Customer Experience 223

Customer Experience Customer Service Chatbots Upselling 223

GetFeedback

AUGUST 30, 2019

How to use surveys to engage your audience. Regardless of how many questions you set, make sure to check the completion rate and optimize the survey if appropriate. How to use a survey to qualify a lead. Surveys can play an important role in qualifying leads and subsequently generating a sale. Qualifying leads.

Surveys 110

Surveys Entertainment Benchmark Upselling 110

ChurnZero

JULY 14, 2021

This metric helps determine which customers are your most profitable and can be useful both pre-sale to focus on acquiring highly valuable customers but then also post-sale to make sure your Customer Success team is able to focus their efforts on retaining your customers with the strongest lifetime value.

Journey mapping 98

Journey mapping Metrics Customer retention Upselling 98

Inbenta

OCTOBER 30, 2020

If you want to make sure that you don’t lose sales opportunities (and ultimately revenue), you better be prepared for this shopping frenzy that is about to hit your business. Especially since the Covid-19 pandemic has negatively impacted sales results since the beginning of 2020. How to increase sales thanks to a chatbot.

Chatbots 93

Chatbots Sales Upselling Advertising 93

ChurnZero

JUNE 15, 2023

These newly formed teams are left scrambling to figure out how to combine consultative and commercial roles, processes, and technologies. Most recently, we’ve seen leaders question whether they should revert to using their organization’s longstanding incumbent sales tool—the CRM—as an interim solution to their team integration challenges.

CRM 96

CRM Sales Accountability Analytics 96

aircall

FEBRUARY 6, 2023

But what else can it bring to the table when it comes to driving sales and team performance ? Before we dive into the deep end, let’s take a closer look at what conversational CRM is, how it works, and what it entails. Taking personalization to the next level Sales and support chatbots have been around for a while.

CRM 62

CRM Sales Chatbots Upselling 62

TechSee

SEPTEMBER 7, 2021

When most service organizations consider implementing Visual Assistance, they mainly focus on how to use the technology to support remote teams in the field or contact center. Brands can communicate with their customers providing them with added value beyond the point of sale in areas such as: product support . Sales Support.

Technical Support 191

Technical Support Sales Upselling Coaching 191

NobelBiz

SEPTEMBER 3, 2024

In this article, we’ll be discussing how to measure call center productivity, common causes of low productivity, and methods to boost efficiency in your call center. How to Calculate Call Center Productivity? Check it out The post How To Increase Call Center Productivity? That said, you must calculate it correctly, first.

Call Center 98

Call Center Morale First call resolution Abandon Call 98

ProProfs Blog

APRIL 17, 2020

How to calculate metrics to measure customer success properly. How to improve the metrics for measuring customer success. How to Measure Customer Churn Rate? Customer Churn Rate Formula: How to Improve Customer Churn Rate? How to Measure Monthly Recurring Revenue Rate? How to Measure Expansion MRR Rate?

Metrics 142

Metrics Customer retention SaaS Surveys 142

ShepHyken

AUGUST 22, 2023

Another example came in the form of an email I recently received from a sales rep. This isn’t a traditional sales pitch. For example, if you’ve ever talked to a customer service agent who uses your name repeatedly to the point that it seems disingenuous, the effort to personalize fails. Here are three of many to consider.

Personalization 156

Personalization Upselling Sales Customer Service 156