CustomerSuccessBox

FEBRUARY 27, 2019

Most SaaS businesses have well defined product, engineering, marketing and sales teams. At the start, it is not feasible to focus on several KPIs like retention, onboarding, upsells etc. Should Customer Success report to Sales? Some early stage companies put the customer success department under sales.

Upselling 65

Upselling Chief Customer Officer SaaS Sales 65

ChurnZero

FEBRUARY 17, 2021

Each inquiry, advisory engagement, and workshop that they conducted, was tagged to a corresponding business challenge. Efficient Sales Models. TSIA Resource: 3 Tips to Lower Sales Costs Using Your Customer Success Org. ChurnZero Resource: Knowledge Hub – Customer Expansion, Upselling, and Cross-Selling for CS Teams.

Best practices 78

Best practices Upselling SaaS Analytics 78

NobelBiz

SEPTEMBER 3, 2024

Through ongoing training sessions, workshops, and access to learning resources, agents can be prepared for the set of skills that will make them productive and confident in their work. Low Employee Morale Employee morale directly goes hand in hand with productivity.

Call Center 98

Call Center Morale First call resolution Abandon Call 98

REVE Chat Blog

NOVEMBER 21, 2019

Lead generation is one of the most critical steps in sales and marketing for this is where businesses get their precious pool of prospects that can eventually become loyal customers. . Provide real time sales assistance with live chat. The data can be used by the sales team to approach the visitors. .

B2B 77

B2B Best practices Sales Education 77

Robert Davis

MARCH 2, 2017

RCDA’s focus is client-dependent and ranges from improving acquisition rates, improving customer retention and improving VOC and NPS to upselling and cross-selling products and services. Sales close rate – Provided call flow coaching and helped agents tailor the solution using targeted discovery questions. RCDA Results. Credit Union.

Call flow 48

Call flow Coaching Telecommunications Customer retention 48

Interaction Metrics

AUGUST 14, 2024

Whether it’s tech support, consumer affairs, front desk personnel, or inside sales, ensuring that every interaction is exceptional is crucial. Why You Need a Customer Service Consulting Firm The quality of customer service impacts everything from how your customers perceive your brand to sales. Get in touch!

Consulting 62

Consulting Consulting Customer Service Surveys 62

CSM Magazine

MARCH 3, 2020

Whenever multiple support tickets from customers are submitted simultaneously, all touching on a similar aspect of the software, such teams can take it as an alert for a workshop or training session. The sales team in an organization is yet another team that benefits from the customer success software.

Finance 52

Finance Upselling Sales Feedback 52

ChurnZero

SEPTEMBER 8, 2021

SaaStr Annual is comprised of 100s of workshops, and 1000s of mentoring sessions – all to help you scale faster. This conference is for technology Services, Sales and Channel Optimization, and Product teams. 6 Tips to Learn Hw to Upsell and Cross-Sell – Discover how to expand your customer accounts with integrity. .

Personalization 52

Personalization SaaS Upselling B2B 52

Amity

MAY 9, 2016

When I was a Customer Success Manager at Eloqua, the role was managing accounts (Renewals, Upsells, Cross-Sells, Success Planning). I really loved the combination: it was part consultant, part sales, and I really enjoyed that aspect of the job. We’re a pretty lean team, and we sit right between Sales and Customer Success.

Coaching 56

Coaching Upselling Accountability Sales 56

SharpenCX

MAY 16, 2022

The communications can include a mix of sales inquiries, changes to orders, questions about billing, complaints about your product and more. And it’s also great for creating opportunities to upsell and cross-sell your products and services. The volume can be unpredictable, as can the mix of issues prompting customers to reach out.

Contact Center 67

Contact Center Scripts Call Center call center software 67

ClearAction

NOVEMBER 16, 2023

While the data was very fresh, we went on a global road trip to conduct cross-functional action planning workshops. This allowed CX insights (the workshop findings) to be top-of-mind among managers in every business unit and support function as they embarked on their strategic plans.

B2B 62

B2B Feedback B2C Enterprise 62

Education Services Group

JULY 5, 2022

Marketing, Product, Sales, and Customer Success, all sat at the same table with the customer experience at the forefront. The concern I’ve often heard is whether or not someone can be a trusted advisor and expected to upsell the customer at the same time. This isn’t just a job for CS. After all, aren’t mistakes the best way to learn?

SaaS 52

SaaS Customer centricity Best practices Upselling 52

ChurnZero

OCTOBER 20, 2020

The types of services can be one time (for e.g. implementation, training, workshop) or can be ongoing (for e.g. ongoing training program, technical support services). I wanted to share some tips on successfully transitioning from a services-based organization to a core Customer Success offering, with services as an upsell opportunity.

Journey mapping 40

Journey mapping Calibration Upselling Consulting 40

SmartKarrot

OCTOBER 7, 2021

Identify cross-sell and upsell opportunities in order to maximize revenue from existing customers. Motivate your team to create opportunities to upsell value-added services. Collaborate with Sales on large-scale enterprise renewals in your portfolio. Conduct training/on boarding workshops for new and growing customers.

Upselling 19

Upselling Customer advocacy Enterprise Coaching 19

SmartKarrot

APRIL 4, 2023

Develop procedures and systems in conjunction with important partners to: Monitor and evaluate upsell, cross-sell, and renewal leading indications. Establish and maintain a top account funnel for prospective upsell and cross-sell opportunities. Obtain renewal and upsell goals and promote their widespread implementation.

Upselling 19

Upselling Accountability Metrics Consulting 19

SmartKarrot

OCTOBER 18, 2021

Role: VP Customer Success Location: Irvine, CA, US (Hybrid) Organization: IntelligenceBank As a VP of Customer Success, you will achieve business targets for upsell, product usage and engagement, retention ARR and churn prevention for the North American region. Minimizing churn and creating upsell opportunities.

Upselling 19

Upselling Education Accountability Metrics 19

SmartKarrot

MARCH 2, 2022

Partner with Sales and Accounts to renew and expand customer contracts. Facilitate Process Reviews, Adoption Reviews and at times Customer Workshops (knowledge sessions) Customer touch points for value & impact conversations. Collaborating with Sales and Marketing to build up relationships and celebrate customers.

Best practices 3

Best practices Engineering Upselling Accountability 3

SmartKarrot

MARCH 16, 2022

Provide valuable strategic input across client challenges, working in close partnership with the Higg Sales, Partnership, and Product teams. Contributing to revenue growth by upselling/uplifting client contracts. Conduct training/onboarding workshops for new and growing customers. Apply here: [link].

Upselling 3

Upselling Engineering Enterprise Management 3

SmartKarrot

SEPTEMBER 29, 2021

Collaborate with the Product, Marketing, and Sales teams to advocate for your customers and proactively find ways to grow the customer base. Ensure execution of customer journey touchpoints, including onboarding, business review, retention, upsells, and other opportunities. Work to customer renewal, adoption, and advocacy targets.

Enterprise 3

Enterprise Upselling Accountability Coaching 3

SmartKarrot

SEPTEMBER 16, 2021

Apply here: [link] Role: Customer Success Manager Location: Remote, United States Organization: RangeForce As a Customer Success Manager, you will work with the Sales Operations team to provision and onboard new customers. Identifying upsell opportunities to expand licensing and product adoption. Apply here: [link].

Education 19

Education Upselling Feedback Accountability 19

SmartKarrot

SEPTEMBER 17, 2020

In fact, the best companies recognize the use of good communication and how that can add value to the sales process. This blog is going to walk you through the easy alignment of sales and customer success. And sales communicating that catalyst to Customer Success not only sets the customer up for success but also the company.

Sales 10

Sales Upselling SaaS Feedback 10

SmartKarrot

MARCH 30, 2022

Contribute to the overall success of customers, including upselling, onboarding, configuration, product adoption, retention, and growth. Seamlessly partner with internal teams (Sales, Subject Matter Experts, and Support) to deliver exceptional customer experiences. Regularly monitor client health and proactively identify needs.

Upselling 19

Upselling SaaS Customer centricity Accountability 19

SmartKarrot

DECEMBER 9, 2021

Cross Sell/Upsell other Vonage products and services. Apply here: [link] Role: Customer Success Manager, UK&I Location: London, England, United Kingdom Organization: Stripe As a Customer Success Manager, you will lead the post-sale engagement, retention, and growth of your customers partnered closely with the Account Executive.

Finance 19

Finance Engineering Accountability Government 19

SmartKarrot

APRIL 4, 2023

Develop procedures and systems in conjunction with important partners to: Monitor and evaluate upsell, cross-sell, and renewal leading indications. Establish and maintain a top account funnel for prospective upsell and cross-sell opportunities. Obtain renewal and upsell goals and promote their widespread implementation.

Upselling 15

Upselling Accountability Metrics Consulting 15

SmartKarrot

MARCH 4, 2021

It is the first interaction between customers and the product after sale. Post the sale handoff, this is the first attachment with the company. This is the first point of entry and will help in upselling , reselling, and renewal of contracts. Customer onboarding is necessary to keep customers from churning. Bottom Line.

Education 19

Education Best practices Accountability Upselling 19

SmartKarrot

OCTOBER 5, 2023

Account mining, or the practice of deepening relationships with existing customers to upsell or cross-sell, is the gold standard for sustained business growth. A detailed client profile can help spot upsell or cross-sell opportunities. Spotting these gaps can lead to upsell opportunities. Dive deeper into the dynamic duo here.

Accountability 10

Accountability Upselling Journey mapping Feedback 10

SmartKarrot

MARCH 15, 2021

Assist sales in contract terms and expectations. Expand the revenue in accounts through cross-sell and up-sell activities in collaboration with Internal Sales Team and Partners. Identifying upselling opportunities and being responsible for account growth. Manage customer expectations and relationships.

Upselling 10

Upselling SaaS Accountability Education 10

SmartKarrot

JANUARY 11, 2021

Apply here: [link] Role: Senior Customer Success Manager Location: Toronto, ON, Canada Organization: Sinch As a Customer Success Manager, you will develop a strategic business plan for identifying new business opportunities with existing clients – seeking upsell opportunities. Drive activation and retention of customers at all times.

Upselling 10

Upselling Benchmark Customer centricity Education 10

SmartKarrot

MARCH 18, 2021

Develop and execute strategies with leader on creating pipeline, qualifying opportunities and closing upsell opportunities. Work closely with Sales, Professional Services, Development and IT/Operations teams to support existing customers and support revenue growth in the future.

Upselling 10

Upselling Accountability Best practices Sales 10

SmartKarrot

JULY 23, 2021

Utilizing your contact network in combination with marketing-generated leads to build a sales pipeline. Participating in the multifunctional team through the whole sales cycle to win new business. Identifying early in sales stages what is customer intention to buy and what are winning factors. Apply here: [link].

Engineering 10

Engineering Enterprise Upselling Metrics 10

SmartKarrot

JULY 30, 2021

Work with Sales to manage the renewal process and identify upsell and cross-sell opportunities. Constantly strive to expand your clients’ product usage through thoughtful onboarding and ongoing training and workshops. Work alongside with the Sales team to identify up-sell opportunities.

Best practices 10

Best practices Engineering Customer retention Advertising 10

SmartKarrot

SEPTEMBER 10, 2020

Especially when they are dealing with upselling and renewals. Other times they report to a sales head. The CCO ensures that all departments, whether it is marketing, sales, customer support or even product management, are unified. Aligning the sales team. Enabling cross-functional collaboration.

Chief Customer Officer 10

Chief Customer Officer Customer centricity SaaS Upselling 10

SmartKarrot

JULY 26, 2021

Facilitate Process Reviews, Adoption Reviews and at times Customer Workshops (knowledge sessions) Customer touchpoints for value and impact conversations. Work with your assigned Strategic Account Manager (SAM) to meet retention and upsell goals. Handle invoices and billing issues, appeal process. Apply here: [link].

Upselling 10

Upselling Accountability Customer centricity Best practices 10

SmartKarrot

JULY 2, 2021

Conduct group refresher workshops and webinars. Work closely with the sales and operations teams to drive orders and in life service delivery. Drive sales strategies for upsell to clients. Lead online and (when permitted) in-person onboarding demonstrations of the Knowa platform to groups and individuals.

Call Logging 10

Call Logging Upselling Accountability Employee engagement 10

SmartKarrot

OCTOBER 28, 2020

Also, work to identify and/or develop upsell opportunities. Provide the initial ‘welcome package’ supporting the Sales/SE representatives with the initial onboarding. Develop and deliver “success plans” to key customers identifying stakeholders, milestones, metrics, and risks.

Best practices 10

Best practices Upselling Accountability Enterprise 10

SmartKarrot

JULY 27, 2020

Further, it elucidates on how upselling can be done right using intelligent automation techniques. When someone makes a purchase, it means the value of your product is resonating and your marketing and sales efforts are driving conversions. What each of them has in common is a highly valuable workshop and training program.

SaaS 10

SaaS Chief Customer Officer Benchmark Customer retention 10

ChurnZero

SEPTEMBER 6, 2024

Expansion opportunities: With every goal you help customers achieve, new goals emerge, which frequently present opportunities for upsell and cross-sell. It requires collaboration across sales, marketing, and product teams to ensure alignment on value propositions and customer goals. Outcomes-based CS is not a siloed effort.

Coaching 52

Coaching Upselling SaaS Sales 52