ClearAction

MAY 29, 2016

Some companies have a mixed seating arrangement among Marketing and Sales and Service. Leading customer experience excellence is a tremendous opportunity for Marketing’s strategic value. Sixth, coordinate all managers of customer experience efforts across the company.

Marketing 97

Marketing Customer Experience Chief Customer Officer Calibration 97

ClearAction

FEBRUARY 27, 2016

Everyone acknowledges that customer retention is more cost-effective than acquisition, yet Marketing tends to put the majority of its resources in awareness-building and sales conversion. Context is the mantra for making something strategic. Take a look at everything Marketing does as a flow, and see what epiphanies emerge.

Marketing 59

Marketing Strategic Value Metrics Enterprise 59

Upstream Works

AUGUST 5, 2021

As customer expectations keep rising, contact centers must keep innovating and remain agile, and this is where the cloud has great strategic value. Call center leaders need to consider the overall benefit of cloud, namely the flexibility of the platform itself.

contact center solutions 78

contact center solutions Contact Center Journey mapping Call Center 78

Amity

DECEMBER 22, 2014

Initially, startup sales and customer support organizations usually spend a great deal of time to achieve this balance to make a customer happy. First start by examining how sales has prioritized and segmented customers. Foundational Customers: These customers are smaller in revenue and strategic value.

SaaS 64

SaaS Customer retention Strategic Value Sales 64

TeamSupport

SEPTEMBER 30, 2020

Unlike customer support or traditional sales models, customer success management aims to deliver long-term strategic value for customers. With that, we are helping businesses become more proactive about the health of their customer relationships, and better positioning them for account renewals and expansion.

B2B 59

B2B B2C Strategic Value CRM 59

OctopusTech

JULY 14, 2018

But with the passing time, as the expectations of customers are continuously evolving along with the complexity in providing them the desired services, various businesses can be seen struggling to maintain the strategic value and profitability of their organisations.

outsourcing 63

outsourcing Customer Support Strategic Value Call Center 63

Amity

JULY 22, 2016

Initially, startup sales and customer support organizations usually spend a great deal of time to achieve this balance to make a customer happy. First, start by examining how sales has prioritized and segmented customers. Foundational Customers: These customers are smaller in revenue and strategic value.

Customer retention 57

Customer retention Strategic Value SaaS Sales 57

CSM Magazine

OCTOBER 7, 2021

Led by Kacey Kemmerer, VP Sales and Channels, the program benefits from the experience of Rosemary Cormican, appointed as director of channels America earlier in the year. Cormican has more than 20 years of experience working in sales, channel, and distribution.

Contact Center 52

Contact Center Marketing Interactive Voice Response Strategic Value 52

ChurnZero

JANUARY 4, 2019

Begins in pre-sales to help ensure success factors are established during the sales process. These will be personalized, but technology-based, and will help CSMs to focus on the areas where they can provide proactive, strategic value to their customers.” Internally owned by the CSM, and collaborated on across teams.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

ClearAction

MAY 29, 2016

Marketing, sales, and service are typically most in-touch and in-tune with customers, compared to the other business functional areas. Some companies have a mixed seating arrangement among Marketing and Sales and Service. Leading customer experience excellence is a tremendous opportunity for Marketing’s strategic value.

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67

ChurnZero

JANUARY 25, 2024

Skillset 1: Sales acumen In 2024, driving revenue is a primary responsibility of CS. This means that sales acumen is no longer just a bonus for CS professionals—it’s a new baseline for many companies. Customer success manager roles The CSM role is becoming more strategic, with increased responsibility for driving revenue.

Education 52

Education Upselling Consulting Consulting 52

Amity

SEPTEMBER 16, 2014

From his early days at a few Toronto based startups including Workbrain, Infor, and Rypple to his senior role at Salesforce, looking through a particular lens derived from music, theatre and behavioral psychology, Venk has developed deep insights into the strategic value of Customer Success.

Entertainment 48

Entertainment Strategic Value Metrics Feedback 48

Natalie Petouhof

NOVEMBER 10, 2016

And with content marketing a #1 priority for most CMOs as more and more sales are decided upon before even talking to a sales person. ” Adobe feels the acquisition of TubeMogul, will give customers a ‘one-stop shop’ for video advertising, providing even more strategic value for the use of the Adobe Marketing Cloud.

Advertising 40

Advertising Strategic Value Marketing Analytics 40

ClearAction

DECEMBER 5, 2023

Customers’ prosperity was our path to much higher revenue, margin expansion, sales velocity, and lifetime value gains. Prevalent Issue Stopped leads to Freed-up Resources, Less Workplace Stress, and Lower Risks, which reduce Customer Service Value costs and Lower Retention Costs (Customer Health Score).

Metrics 62

Metrics Chief Customer Officer Customer retention Strategic Value 62

Expivia

FEBRUARY 18, 2024

It’s about recognizing the strategic value of AI in delivering a superior customer experience, one that goes beyond the limitations of traditional call volumes and efficiency metrics. With a strategic focus on technology and AI, Expivia has redefined what it means to be a BPO partner.

Customer Support 40

Customer Support outsourcing Strategic Value Contact Center 40

Education Services Group

JULY 7, 2020

A few standouts are diving into monetization headfirst, reorganizing their entire post-sales ecosystem around fee-based CS services. Tying CS to your company’s strategic growth is the best way to ensure that leadership understands and embraces the company-wide strategic value of CS.

Benchmark 52

Benchmark Best practices Strategic Value Surveys 52

Natalie Petouhof

JULY 14, 2015

It’s a process that has involved a large group of global, industry experts from the retail, manufacturing and online sectors, as well as other strategic, value chain partners. Constellation Research, Covering Marketing, Sales and Customer Service to Provide Great Customer Experiences. What do you think? Is it too late?

Strategic Value 45

Strategic Value Feedback Personalization Marketing 45

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

With evolving customer expectations and service complexities, contact centers are poised to deliver strategic value and profitability to organizations. These businesses also excel in customer-care and after-sales service. It can make a real difference in terms of both sales and profits to those who follow this direction.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

ChurnZero

JANUARY 4, 2019

Begins in pre-sales to help ensure success factors are established during the sales process. These will be personalized, but technology-based, and will help CSMs to focus on the areas where they can provide proactive, strategic value to their customers.” Internally owned by the CSM, and collaborated on across teams.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

ClientSuccess

AUGUST 14, 2018

We’re lucky to have this week’s frontline CSM best practice come from Cole Sanders of ClientSuccess , who recently joined our team and brings with him over 5 years of customer success and sales experience! Two months ago, I joined ClientSuccess’ customer success team with previous sales and customer success experience.

Best practices 42

Best practices Strategic Value Sales SaaS 42

ChurnZero

MARCH 12, 2021

Ideally, the sales rep who closes the deal introduces you (the CSM) to their buyer. You start having a conversation at or slightly before the point of sale. You keep that conversation strategic. Q: Should the sales team, onboarding team, or Customer Success Manager negotiate and upsell? We all have it.

Upselling 59

Upselling Personalization Sales Strategic Value 59

ProProfs Blog

DECEMBER 30, 2021

Businesses usually conduct surveys, and make use of previous sales information or data from their loyalty program to identify: How do their customers spend their time? Psychographic segmentation has a much higher strategic value in the competitive era. What items or products do they use the most?

Surveys 78

Surveys Brand ambassadors Advertising Marketing 78

The Petrova Experience

NOVEMBER 19, 2024

Additionally, 2023 saw the department store achieve full year net sales guidance and exceed adjusted earnings guidance. Third-Party Vendors for Furniture Sales Third-party vendors manage Macy’s furniture orders. Third-party vendor relationships provide strategic value to retailers, even retailers as large as Macy’s.

Customer centricity 40

Customer centricity Best practices Customer Experience Strategic Value 40

SmartKarrot

NOVEMBER 8, 2022

Support the Business of Law sales teams (both new business and account management) throughout the new client and renewal sales cycles. Work collaboratively with the sales teams (APJ/EMEA/NA) to ensure the success of Dayforce opportunities within the customer base. Apply here: [link].

Coaching 19

Coaching Customer advocacy SaaS Strategic Value 19

SmartKarrot

JUNE 18, 2021

Work directly with sales leadership to support customer expansion. Effectively communicate customer learnings to the sales and product team to help direct the roadmap of the company. Influence future lifetime value through increased product adoption, customer satisfaction and overall health scores.

Strategic Value 10

Strategic Value Finance Best practices Upselling 10

SmartKarrot

MAY 19, 2020

Represent the voice of the customer to provide inputs to the core product, marketing, and sales teams. Act as the lead point of contact and Own client meetings, including presenting product training, data analysis, strategic business reviews and additional engagement modules. Apply here: [link].

Strategic Value 10

Strategic Value Accountability Sales Marketing 10

SmartKarrot

JUNE 16, 2020

. #1 Define Key or Strategic Accounts. Start by identifying customers who contribute a significant amount of revenue to your portfolio, or have significant growth potential, or have some other significant strategic value (live case study in specific vertical, huge brand logo etc.) 2 Focus on Customer Success.

Best practices 10

Best practices SaaS Accountability Management 10

SmartKarrot

DECEMBER 17, 2023

As a seasoned customer success expert, I’ve had the privilege of witnessing this change firsthand and believe that AI is becoming a pivotal lever for customer success leaders and post-sale executives to enhance business productivity and drive superior outcomes for their customers.

Strategic Value 8

Strategic Value Education Metrics Personalization 8

SmartKarrot

DECEMBER 17, 2023

As a seasoned customer success expert, I’ve had the privilege of witnessing this change firsthand and believe that AI is becoming a pivotal lever for customer success leaders and post-sale executives to enhance business productivity and drive superior outcomes for their customers.

Strategic Value 8

Strategic Value Education Metrics Personalization 8

SmartKarrot

MARCH 13, 2023

Find chances to deepen the connection and produce leads for the sales team. A CS M’s overarching objective is to enhance IPC’s sales channels through greater productivity and corporate accountability. Sustain high client retention rates that are in line with business objectives.

Strategic Value 19

Strategic Value Accountability Self service Customer retention 19

SmartKarrot

DECEMBER 29, 2020

Collaborate with Sales to lead annual and quarterly business planning cycles. Develop, grow, and maintain the relationship between the Tealium and clients, with a focus on client retention, sales and revenue growth. Manage your high-value customers to identify whose usage of LimeSpot products can be improved.

Best practices 10

Best practices Strategic Value Accountability Coaching 10