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

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 Customer retention B2C 208

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. 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

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

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. Clarity is key.

Management 98

Management Upselling SaaS Education 98

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

ShepHyken

SEPTEMBER 20, 2019

Customer Success / Account Management – Outside of support, this team interacts with customers the most frequently. Managing tickets as a unified support team. By monitoring the frequency of feature requests and bug report tickets, it lets them create a realistic product roadmap for meeting customer demands.

B2B 287

B2B Customer Support CRM B2C 287

CustomerSuccessBox

MARCH 18, 2020

In a world where work from home is fast becoming the norm, Customer Success Managers have always faced this dilemma – to travel or not to travel to meet their customers. So, when the time comes for that renewal or upsell, you have built the relation to bring it up without any awkwardness. Should customer success managers travel?

Management 115

Management SaaS Upselling Accountability 115

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

ShepHyken

DECEMBER 9, 2022

A contact center CRM is a customer relationship management system that’s designed specifically for contact centers. Increased cross-selling and upselling opportunities . What is a contact center CRM? . Some of the benefits of using a contact center CRM include:  . Reduced customer churn . Increased customer satisfaction .

Sales 319

Sales CRM Contact Center Customer retention 319

Totango

JULY 28, 2021

Following best practices for hiring a customer success manager can make a critical difference in the quality of your customer relationships. Customer success managers serve as the face of your company in dealing with clients, playing a key role in ensuring satisfying experiences of your brand. What Is a Customer Success Manager?

Best practices 118

Best practices Management Brand ambassadors Upselling 118

ShepHyken

DECEMBER 12, 2017

Shep Hyken Interviews Shannon Bell, Head of Product Management and Strategy at Amdocs. Create specific promotions based on the personal preferences of your customers, this not only can create an upsell, but customer loyalty. Know Your Customers. Understand Your Customers. Keep Your Customers. . Know the customer.

Upselling 202

Upselling Personalization Call Center Sales 202

Playvox

AUGUST 25, 2021

More than just a cost center, modern customer experience organizations are now responsible for support, as well as customer acquisition, retention, cross-selling, and upselling. In a digital-first world, customer experience centers have become the heart of modern businesses.

Management 19

Management Upselling Customer Experience Personalization 19

Call Design

JANUARY 21, 2021

While AI won’t replace the human element of your contact centre, it can be used to gather data and information that can help your management team improve daily operations and coach agents on their performance. During these calls, AI can suggest specific products for your agents to upsell to customers. About Call Design.

Upselling 167

Upselling Coaching Consulting Consulting 167

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 109

Management Best practices Upselling Accountability 109

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. Keep reading to see what is on the radar for 2021. Technological Trends.

Call Center 376

Call Center Technology Banking Contact Center 376

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 94

Management Upselling Coaching Best practices 94

Totango

AUGUST 13, 2024

The post Streamlining customer renewals: Empower customer success managers to accelerate growth appeared first on Best Customer Success Blog: Articles for Enterprise Growth. ” Customer renewals are the lifeblood of any subscription-based business, directly impacting your company’s revenue, growth, and long-term success. The results?

Management 98

Management Best practices Consulting Consulting 98

Cincom

AUGUST 19, 2021

When it comes to evaluating a new Customer Communications Management (CCM) application , IT management should consider three key areas: support of key business outcomes, the impact on IT and. Finally, IT management will determine how the new application will affect their valuable resources. the level of financial return.

Management 98

Management Construction Upselling Metrics 98

Kapta Customer Success

JANUARY 8, 2024

Looking to hit your business growth goals this year? As businesses strive to do more with less, customer retention and expansion is the way to go. This allows you to spend less on costly new customer acquisitions while protecting the 20% of your existing customer base that generates up to 80% of your revenue.

Upselling 59

Upselling Accountability Management Customer retention 59

Totango

JULY 29, 2022

Did you know that 70% of revenue in a subscription-based business comes from existing customer renewals and upsells? In order to ensure renewals and maximize upsell opportunities, it’s important to consistently provide value throughout the entire customer journey. Customer Expansion at its Core .

Upselling 115

Upselling Enterprise Accountability Metrics 115

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

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

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

ShepHyken

JULY 6, 2018

Contests can last for as little as an hour, such as when a regional manager visits a store location, or as long as one month. Natasha Postolovski is Content Manager at Arcade , a rewards, recognition and communication platform for retail sales associates and their managers. Sales revenue. Promotions. High-margin products.

Sales 184

Sales Customer Experience Upselling Management 184

ChurnZero

MAY 25, 2023

While renewals are a central aspect of CS work, many Customer Success Managers (CSMs) have a mandate for upsells. In this approach, a renewal, upsell, or downsell is either completely in or completely out. In this approach, a renewal, upsell, or downsell is partially included in a forecast. Upsell forecast.

Upselling 97

Upselling Metrics Surveys Accountability 97

ClientSuccess

DECEMBER 12, 2022

When making a switch from one compensation plan to another for your Customer Success Managers (CSMs), it’s important to make the transition as smooth and considerate as possible. The introduction of a Base + Bonus plan is an excellent way to incentivize Customer Success Managers and encourage better performance. Base + Bonus.

Management 87

Management Sales Accountability Upselling 87

TechSee

SEPTEMBER 7, 2021

Warranty management. Managing the end-to-end lifecycle of consumer product warranties – from product registration through warranty claim – is a costly endeavor. Remote visual assistance – either through an agent or in self-service mode powered by computer vision AI – can simplify product registration and streamline warranty management.

Technical Support 191

Technical Support Sales Upselling Coaching 191

ProProfs Blog

DECEMBER 4, 2020

That’s why you need a focused person/team to manage communication with your customers. Identify Opportunities to Upsell & Cross-sell. Both marketing and customer service teams can help you cross-sell and upsell that ultimately helps you boost your revenues. This strategy won’t guarantee a seamless customer experience either.

Marketing 147

Marketing Customer Service Upselling Customer Support 147

TechSee

SEPTEMBER 26, 2024

This reduces the need for second or third-tier support teams and reduces the resources necessary to manage escalations, returns, and technician dispatches. Moreover, Agentic AI ensures that these upsell opportunities are delivered correctly, enhancing the likelihood of conversion.

Average Handle Time 124

Average Handle Time Upselling Enterprise Technical Support 124

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 95

Upselling CRM Revenue potential Feedback 95

TechSee

FEBRUARY 5, 2019

Rewarding customers for sharing their experiences and transforming them into committed social media brand advocates will serve as effective upsell enablers, offering customers discounts on additional products and services in exchange for brand promotion and C2C lead generation. Episode Management.

Customer Experience 173

Customer Experience B2B Upselling SaaS 173

ShepHyken

NOVEMBER 15, 2023

Cross-functional teams can then take a holistic view of this journey data and, rather than re-design the journey, manage it across the business to realize upsell, cross-sell, and retention opportunities. Your customers already know everything your CX strategy needs to achieve – it’s time to get them involved!

Morale 160

Morale Feedback Upselling Surveys 160

Totango

FEBRUARY 9, 2024

Measuring and analyzing how your company manages these two factors is critical to growth. It’s like a well-executed offensive strategy, where upsells, cross-sells, and expansions are the tactical plays that advance your business down the field, securing victories beyond the initial customer acquisition. Calculate it!

Upselling 112

Upselling Metrics Enterprise Best practices 112

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? SurveySparrow.

Upselling 105

Upselling Surveys Analytics Customer retention 105

Fonolo

OCTOBER 6, 2020

How to Manage Customer Perception: A Complete Guide. How They Approach Upselling Opportunities. Upselling should be something that all your customer-facing employees should be doing — not just sales. Most customer interactions start from a place of conflict; they feel that you’re preventing their happiness.

Upselling 126

Upselling Call Center Sales Management 126