CX Accelerator

OCTOBER 25, 2018

Implementing the methodology of KCS (Knowledge Centered Support) is a likely next step. Back to CX Accelerator Blog Nate Brown is the Co-founder of CX Accelerator. Great knowledge and harmonized service across all channels are the foundation on which AI will rest. Customer Experience is not about where, it’s about how.

CX 140

CX Net Promoter Score NPS Contact Center 140

ClientSuccess

FEBRUARY 8, 2023

Outcomes : during the sales cycle, customers will outline specific goals they are trying to achieve with your solution. License utilization rate : if your product is sold as part of a licensing agreement, this metric tracks how, if at all, these are being used. Did they achieve these outcomes?

Net Promoter Score 75

Net Promoter Score Invoicing NPS B2B 75

ClientSuccess

APRIL 15, 2019

When one looks at the typical SaaS method of sales and customer success, there is a clear funnel in place. While the awareness, education, and selection stages of the sales cycle are well-known and well-defined, the customer success side of this funnel is less well known. Look at Sales. Look at Onboarding.

Sales 50

Sales Start-ups Education 50

Hodusoft

OCTOBER 19, 2023

BPOs offer a comprehensive range of services, including but not limited to customer support and sales. In this blog, we will discuss various practical strategies for reducing operational expenses associated with BPOs. This methodology uses principles to streamline processes and remove non-value-added activities.

Contact Center 52

Contact Center Predictive Analytics Non-Profits Customer Satisfaction 52

Intercom, Inc.

JANUARY 14, 2021

Keeping lines of communication open between product, sales and customer success is essential for a well-oiled, highly-efficient product organization. There is so much knowledge in the sales CRMs systems. If you look at the sales process, there is an understanding of how that “best practices” sales process should look like.

Engineering 225

Engineering Start-ups E-commerce Sales 225

SugarCRM

JULY 8, 2019

It can accelerate sales and cement your relationship with customers. So why hasn’t your sales team jumped in feet first? Often times the sales team can view a management CRM as a roadblock to them completing their tasks. The CRM Isn’t Properly Aligned to The Sales Methodology.

CRM 44

CRM Sales Education Customer Relationship Management 44

SugarCRM

MARCH 31, 2022

Until recently, SugarCRM offered multiple sales force automation (SFA) solutions, including Sugar Sell, Professional, and Enterprise. Check out this blog to find out more about the free conversion starting in late April. Sell Essentials offers SFA for growing sales teams of up to five members with basic support and ease of upgrade.

Sales 49

Sales CRM AI Omnichannel 49

ClientSuccess

SEPTEMBER 21, 2020

It’s a proactive, real-time sales approach consisting of building relationships with existing customers, understanding in depth their company and product goals, and helping the customer meet those goals through day to day contact. Blog Posts: The Golden Rule of Customer Success: 8 Guiding Principles.

B2B 65

B2B Technology Technology Sales 65

ClientSuccess

SEPTEMBER 3, 2020

For most of the year, the CSMs counterpart on the sales side of our business was nowhere to be seen, only occasionally popping into the equation to see how things were going. Note, I prefer to use the word “target” and “payouts” vs. “quota” and “commissions” to distance – or differentiate – this plan from a sales plan.).

NPS 111

NPS Sales Start-ups Business Growth 111

Totango

AUGUST 21, 2020

Customer success is often mistakenly conflated with other business methodologies, so it is important to know the difference and what sets customer success apart. To put it in their own words, “Our customers are more successful, and so is our sales team as a result.” Customer Service Vs. Customer Success.

NPS 78

NPS Sports Customer Retention Sales 78

ClientSuccess

OCTOBER 26, 2020

For sales organizations of all sizes, establishing “checks and balances” to ensure new business growth is incredibly beneficial for executive management. According to Steven Rosen , Executive Coach, “A quarterly business reviews consists of a formal review meeting between a front line manager and one of his/her sales representatives.

Sales 74

Sales Customer Relationship CRM Business Growth 74

ClientSuccess

SEPTEMBER 30, 2020

In a recent blog post, Stengel Solutions outlines their approach to finding the right candidate: “Of course, when forming a CAB you need to understand its purpose, but you also need to know what specific skills to seek. Pragmatic Marketing gives a great agenda breakdown which you can read on their blog. Social Media. Inquiry Survey.

Net Promoter Score 75

Net Promoter Score Start-ups Social Media NPS 75

SugarCRM

MAY 20, 2022

SugarCRM recently launched the Sugar Sell Editions , a simplification of our growing solution portfolio for Sales Automation in the cloud. With it came the dawning of Sell Premier, the flagship CRM solution for businesses with more complex sales scenarios and/or mid-to-large or global sales organizations. I’m glad you asked.

CRM 26

CRM Sales Data Entry Omnichannel 26

Totango

AUGUST 21, 2020

We currently have 13,000 Totango users in the system contributing to, leading, running operations for our Sales and Customer Success Field teams. As mentioned in the Webinar, we are also enabling partners on the playbook and methodologies to drive like experience. SC: Totango is very easy to use and is cloud-based.

Innovation 115

Innovation NPS Touchpoint Start-ups 115

ClientSuccess

FEBRUARY 14, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. What are one to three books, blogs, or thought leaders that have greatly influenced your career, and why? Concerned about your sales ability?

Manufacturing 50

Manufacturing Start-ups Sales 50

ClientSuccess

AUGUST 14, 2019

Get input from sales, marketing, product, and your executive team when deciding on your CSM engagement model. . These days, CSMs are brought in during sales conversations to answer questions and map out customer journeys, but they’re also heavily involved during onboarding, implementation, ongoing support, and expansion conversations.

NPS 40

NPS Sales Customer Satisfaction Customer Relationship 40

ClientSuccess

APRIL 25, 2018

For those just joining our blog series CSM from the Trenches , welcome. Let’s move forward with this week’s blog post! While that presentation focused primarily on practical examples tied to the principles, I thought I’d compile additional thoughts in form of a 3-part blog as part of CSM from the Trenches.

Sales 42

Sales Start-ups Customer Experience 42

Callminer

AUGUST 1, 2017

Alex Tebbs is the Co-Founder and Sales Director at VIA , the UK’s largest Hosted Skype for Business solution. Rachel Ivers worked as an Inside Sales Representative for 8z Real Estate for one and a half years. Katherine Dougherty, MaidPro National Sales Center Director, describes herself as being MaidPro born and raised.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Intercom, Inc.

OCTOBER 3, 2019

And they all had told me over various conversations about different things they had to do for their business but didn’t like doing: uploading blog posts to WordPress, adding products to their Shopify store, contacting writers to gather blog posts for the next edition of their newsletter.

Start-ups 143

Start-ups Sales Customer Experience Customer Retention 143

ClientSuccess

JUNE 17, 2019

While some organizations have CSMs handle the entire upsell process, others bring in sales team members to help facilitate negotiating and contracts. CSMs, sales reps, marketing team members, and product developers all have a different lens through which they engage with customers. This is where differences start to come into play.

Touchpoint 42

Touchpoint Sales 42

ClientSuccess

MARCH 27, 2018

I recently watched a video of Rob Jeppsen , CEO of Xvoyant , explaining how to take a different approach when building out your pre and post sales funnel stages. Many times the process of defining the pre and post sales stages is part of building out a customer journey map or strategy. Pre Sales. Sale Occurs. Pre Sales.

Customer Experience 40

Customer Experience Customer Journey Map Education Sales 40

ClientSuccess

SEPTEMBER 27, 2018

Instead of simply passing new customers off to a Customer Success Manager (CSM) to deal with after a sale is completed, organizations are realizing the benefits of having a strong customer-focused strategy in every department , from sales and marketing to finance and product. The Four Fold Mission of Customer Success.

NPS 74

NPS Finance Technology Technology 74

SurveySensum

FEBRUARY 27, 2024

So, with this blog, we will dive deep into strategies, best practices, and insights aimed at creating a thriving and fulfilling work environment for employees and boosting employee experience at all levels. Increased Productivity: Companies with high satisfaction rates witness 31% more productivity and 37% & higher sales.

Healthcare 52

Healthcare Net Promoter Score Start-ups Customer Satisfaction 52

ClientSuccess

DECEMBER 20, 2018

The customer journey is a real workflow of how a customer engages and interacts with your team from the very first sales cold call to an ongoing, mutually beneficial partnership that last years. Sales is responsible for new logos while customer success is responsible for customer satisfaction, usage, adoption, expansion, and renewals.

Customer Satisfaction 49

Customer Satisfaction Sales Gaming Customer Retention 49

ClientSuccess

MARCH 4, 2019

Your sales and customer success teams must ensure your new customers receive the promised value and results. It’s important that your sales and customer success teams understand the compelling event and timeline for each of their customers. Customer success should make up the DNA of your company culture , no matter the department.

Sales 42

Sales 42

ClientSuccess

FEBRUARY 13, 2019

From the very first kick-off call (or if you’re introduced to a customer in the sales cycle) it’s game on. Blog Posts: Five Actions to Align Customer Success Goals. Fives Steps to Establish a Successful Knowledge Transfer Between Sales and Customer Success. eBooks: Ultimate Guide to SaaS Customer Success Metrics.

Gaming 54

Gaming Customer Relationship Customer Loyalty Sales 54

Win the Customer

MAY 12, 2020

If we look at the ground level, all such demands of the customer can only be fulfilled if the business organization is successfully handling a call centre in a niche, many companies hire proofreading services to write interesting thought leadership, blogs and case studies; and proofread annual reports, sustainability reports.

Social Media 52

Social Media Artificial Intelligence Sales Start-ups 52

ClientSuccess

FEBRUARY 22, 2019

In a perfect world, this wouldn’t be a problem because marketing and sales have done their job to set proper expectations from the start. They don’t want another sales pitch. Blog Posts: 6 Listening Techniques of Great Customer Success Leaders. Expectations set correctly drive customer success.

Start-ups 58

Start-ups Sales Innovation Technology 58

ClientSuccess

SEPTEMBER 15, 2018

Let’s start with the most obvious: sales. It’s important for the existing business customer success and new business sales teams to be in lockstep to ensure complete transparency between the two teams. Blog Posts: Customer Success in the C-Suite—Aligning the Board and Exec Team. But marketing can be an entirely different story.

Sales 40

Sales Start-ups 40

ClientSuccess

MAY 2, 2018

For those just joining our blog series CSM from the Trenches , welcome. Let’s move forward with this week’s blog post! While that presentation focused primarily on practical examples tied to the principles, I thought I’d compile additional thoughts in form of a 3-part blog as part of CSM from the Trenches.

Start-ups 42

Start-ups Customer Relationship Sales Customer Experience 42

Comm100

JULY 12, 2018

Elizabeth Wellington wrote a perfect piece on Difficult Customers on the Helpscout blog , and I think it’s worth sharing it. Michael Pace had another excellent post on his blog the Pace of Service which is worth sharing. She breaks the process down into nine discrete steps, which I will list below. Prepare in Advance.

Customer Service 41

Customer Service AI Entertainment Contact Center 41

ClientSuccess

JUNE 26, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. One thing I have found to be very effective are regular meetings with sales leadership, or sales counterparts. Question 6.

Sales 40

Sales Start-ups Touchpoint 40

ClientSuccess

MAY 8, 2019

I’m excited to continue on with our blog series on customer success metrics. The topic I will cover in this blog is on the top five customer success health metrics. We will be covering to top customer success usage metrics in our next customer success metrics blog next week. I will also throw in a few runner-ups.

Invoicing 59

Invoicing Net Promoter Score NPS Touchpoint 59

ClientSuccess

SEPTEMBER 5, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. I check dashboards for possible shift in trends with accounts, keep in tune with sales leadership on expansion deals and set key objectives for the day.

Start-ups 40

Start-ups Sales 40

ClientSuccess

JUNE 13, 2017

For those of you in customer success and sales, it’s nearly impossible to go a day without hearing words like “churn”, “retention”, and “revenue”. Blog Posts: 3 Keys to Restoring Customer Confidence. Churn, Retention, Revenue. Two Part Series. 6 Listening Techniques of Great Customer Success Leaders.

Customer Retention 43

Customer Retention Start-ups Sales 43

ClientSuccess

NOVEMBER 21, 2017

It’s important to remember, however, that a customer in an upsell position, no matter how mutually beneficial or respectful the relationship, is still in the middle of a sales cycle. As any sales professional can attest to, this can often lead to long periods of silence on a customer’s end. 3 Keys to Restoring Customer Confidence.

Customer Relationship 50

Customer Relationship Start-ups Sales Customer Satisfaction 50

ClientSuccess

NOVEMBER 3, 2017

Priscilla has been a Customer Success Manager for 15Five since January 2015, with a background as both an Account Executive and National Sales. Let’s move forward with this week’s blog post! Guest blog posts : Have a frontline CSM best practice you’d like to share? Company : 15Five. Location : San Francisco, California.

Sales 44

Sales 44