ShepHyken

APRIL 30, 2021

Another interesting example is the live chat format used by Lightroom – an Adobe product used for managing photographs. Using Predictive Analysis for Customer Management. Merging The Boundaries Between Customer Service and Sales . The live chat system makes onboarding seamless by creating separate tabs for various user queries.

Customer Service 382

Customer Service Chatbots Analytics Upselling 382

ShepHyken

SEPTEMBER 7, 2023

A customer success platform for managing interactions in a single space. Account management Offer workshops on relationship-building, active listening, and consultative selling for identifying upsell or cross-sell opportunities. Encourage shadowing experienced account managers who can disseminate their best tips and tricks.

B2C 356

B2C Customer centricity Feedback Upselling 356

Integrity Solutions

MARCH 11, 2025

Improving sales performance is key to business growth, particularly in a constantly changing environment. Last year, Salesforce reported 67% of sales reps surveyed didn’t expect to meet their quota, and 84% missed it the previous year.

Sales 52

Sales Metrics CRM Coaching 52

ShepHyken

SEPTEMBER 20, 2019

Customer Success / Account Management – Outside of support, this team interacts with customers the most frequently. It’s also not uncommon for other departments such as Sales, Onboarding, and Marketing to have access to support software as well. Walk in your customer’s shoes for a moment.

B2B 287

B2B Customer Support CRM B2C 287

ShepHyken

JUNE 13, 2016

The Service Manager) From leveraging self-service tool for personalisation to embracing an omni-channel customer servicing, here are eight trends in customer experience that are going to be relevant to most businesses in 2016. When Upselling Makes for a Bad Customer Service Experience by Conversational. Is it more important than sales?

Customer Service 208

Customer Service Upselling B2C Customer retention 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.

Upselling 92

Upselling Education Contact Center Coaching 92

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 208

Customer Service Upselling Sales Customer retention 208

Contact Center Pipeline

SEPTEMBER 7, 2018

Then your manager says, “Congratulations. You are now inside sales reps! Your new job will be judged on sales volume […]. For years, you answered the inbound phone queue and took orders from vendors. Your job success was measured by input accuracy and talk time.

Sales 147

Sales Management Upselling Contact Center 147

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. She had a very unique solution to this structure: incorporating Sales into the Customer Experience team.

Sales 111

Sales Customer Experience Upselling Self service 111

Cincom

FEBRUARY 21, 2025

Speed, accuracy, and the ability to meet customer demands efficiently are the pillars of success for the sales team. Configure, Price, and Quote (CPQ) software plays a vital role in automating product configuration, pricing, and quote generation helping sales teams to easily handle complex pricing scenarios. What is CPQ Software?

Sales 40

Sales Gamification Finance Best practices 40

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. Close a sale while having a conversation with the customer.

Management 147

Management Chatbots Sales Upselling 147

ShepHyken

DECEMBER 12, 2017

Shep Hyken Interviews Shannon Bell, Head of Product Management and Strategy at Amdocs. Stats show that customers buy more when the sale is personalized. Create specific promotions based on the personal preferences of your customers, this not only can create an upsell, but customer loyalty. Know Your Customers. Know the customer.

Upselling 202

Upselling Personalization Call Center Sales 202

Quality Contact Solutions

MARCH 11, 2021

At Quality Contact Solutions , we believe our company exists because sales drive the world. Quality Contact Solutions is no different, and proud to be part of the sales world that keeps our economy running. Our focus centers around offering telemarketing services that help increase sales and support customers all across the U.S.

Telemarketing 98

Telemarketing Sales Upselling outsourcing 98

Callminer

FEBRUARY 23, 2021

Apart from achieving better flexibility in terms of customer service delivery, many call centers are finding themselves confronted with the details of doing business as new working models force management to reexamine the numbers and bolster bottom lines. Sales and service are being brought together as one. Technological Trends.

Call Center 376

Call Center Technology Banking Contact Center 376

Cincom

FEBRUARY 14, 2025

Align CPQ with Your Sales Strategy A CPQ system that operates in isolation from the broader sales strategy leads to misaligned workflows, inconsistent pricing approvals, and disconnected customer interactions. Apply multi-tier approvals for large enterprise deals, ensuring senior sales leaders can intervene when necessary.

Best practices 40

Best practices Sales CRM Finance 40

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 103

Sales Upselling Metrics Accountability 103

Myra Golden Media

APRIL 23, 2020

Learn how use a limited response, take control with close-ended questions, assert your way out of a bad conversation, and practice proactive call management so customers feel heard. She also provides tips that can help you reframe conversations, manage expectations, handle customers who ask for your supervisor, and more.

Customer Service 303

Customer Service Upselling Personalization Customer Support 303

ChurnZero

SEPTEMBER 14, 2021

When asked to sell to customers, Customer Success Managers (CSMs) are often scared of coming off as too pushy or getting a “no.” 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. .

Sales 94

Sales Upselling Morale SaaS 94

NobelBiz

APRIL 29, 2025

They dont knowor carethat sales and support teams have different goals, different systems, and often completely different ideas of what success looks like. When sales and support work in silos, the result is broken trust. Misaligned Metrics: Sales chase revenue while support manages problems, creating conflict and customer frustration.

Call Center 40

Call Center Sales Morale Contact Center 40

ClientSuccess

SEPTEMBER 3, 2020

In this post, I’ll address the most frequent question I’m asked by customer success leaders—what is the best compensation plan for Customer Success Managers (CSMs)? Compensation Plans for Customer Success Managers (CSMs). There’s wide debate in the customer success discipline regarding the best structure for a CSM compensation plan.

Management 111

Management Upselling Sales Accountability 111

Totango

NOVEMBER 21, 2024

In a world where customer expectations are sky-high and data complexity is ever-increasing, Totango Unison is the game-changer that customer success and post-sales teams have been waiting for. The Evolution of Customer Success and Post-Sales Gone are the days when customer success was merely about putting out fires.

Chief Customer Officer 62

Chief Customer Officer Enterprise Upselling Sales 62

TeleDirect

APRIL 23, 2025

From managing claims and billing inquiries to providing 24/7 policy support , tailored call center services help insurance companies build stronger relationships, improve operational efficiency, and reduce churn. Secure Handling of Sensitive Information Insurance providers manage vast amounts of confidential data.

Call Center 62

Call Center Interactive Voice Response Scripts First call resolution 62

Quality Contact Solutions

JANUARY 27, 2022

Whether your call center is inbound or outbound , and if you have a product or service to deliver, finding ways to increase sales is a consistent priority. The topic of increasing sales is so prevalent that thousands of books and articles are published. Increase Sales with Cross-Selling. Sales and Service.

Sales 98

Sales Upselling B2C Best practices 98

ChurnZero

FEBRUARY 7, 2025

Many companies rely on customer relationship management (CRM) systems to handle sales pipelines and track customer interactions. While CRM tools are indispensable for managing sales, theyre not always designed with customer success in mind. How to combine CSP and CRM data to fight churn more effectively.

CRM 59

CRM Upselling Best practices Analytics 59

Joe Rawlinson

NOVEMBER 3, 2024

Improved efficiency also has a direct impact on both buyer satisfaction and sales outcomes. Faster processing quickly allows staff to manage more inquiries. This quickly increases the chances of upselling and cross-selling, maximizing profitability. It channels quick data capture into your backend management systems.

Customer Service 78

Customer Service Advertising Upselling Banking 78

ChurnZero

MARCH 14, 2025

And, on the flip side, what value does customer success bring to their sales counterparts as part of the broader go-to-market team? Will the customer trust their customer success manager (CSM) if theyre more focused on dollars and cents than building a relationship with them? Sales teams often operate on short-term quotas (e.g.,

Upselling 52

Upselling Sales Customer retention Consulting 52

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 223

Customer Experience Customer Service Chatbots Upselling 223

TeleDirect

MARCH 15, 2025

Outbound call centers focus on outgoing customer interactions, including sales, lead generation, and follow-ups. Both types of call center services are crucial in improving customer experience, increasing sales, and enhancing brand reputation. Managing hotel reservations and travel bookings.

Call Center 62

Call Center Telemarketing Technical Support Healthcare 62

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Paul Husar, Senior Call Center Manager at LG Electronics. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

TeleDirect

APRIL 7, 2025

Soft Skills Training Soft skills are vital for building customer rapport and managing conversations effectively. The Benefits of Well-Trained Call Center Teams When agents receive the right training, everyone benefitsfrom customers and employees to managers and stakeholders. HIPAA, PCI-DSS) 2.

Call Center 62

Call Center First call resolution Best practices Gamification 62

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. Your rules of engagement should be based on which team is genuinely the best fit in each scenario and has the greatest likelihood of gaining sales traction. Product and process complexity.

Sales 98

Sales Upselling Enterprise SaaS 98

Cincom

FEBRUARY 15, 2021

Join us for this lunchtime demo on February 18 that will show how you can expand your Microsoft Dynamics 365 investment while digitally transforming your business and increasing sales with CPQSync by Cincom. Increase sales dollars per quote, and quote volume. Increase upsell and cross-sell opportunities. About CPQSync.

Sales 98

Sales Finance Upselling 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 91

Sales Coaching Brand ambassadors B2B 91

Quality Contact Solutions

MARCH 25, 2021

is pleased to announce that Erin Langenberg has joined the organization as Implementation and Quality Assurance Manager. Langenberg is responsible for project management of all new outsource telemarketing and call center program implementations, including planning, organization, staff forecasting, technology design and client coordination.

Telemarketing 98

Telemarketing outsourcing Management B2C 98

Calabrio

FEBRUARY 14, 2025

Workforce Management Optimize Contact Center Efficiency: How to Balance Cost & Quality Share Solving the cost-quality equation: how to optimize contact center efficiency Every contact center faces a version of the classic business dilemma: how to deliver excellent service while keeping operational costs under control?

Contact Center 52

Contact Center Average Handle Time Upselling Coaching 52

Totango

MAY 17, 2022

Wondering what is the best CRM for B2B sales? We’ll walk you through what customer relationship management B2B software is, what its benefits are, and a list of the top CRM companies, including the outstanding features and best uses for each. SAP Sales Cloud. What is a B2B CRM? Salesforce CRM. Microsoft Dynamics 365.

B2B 85

B2B Sales CRM Enterprise 85