Customer Think

JANUARY 8, 2022

Sales people usually don’t put much thought into it, [.]. first appeared on Partners in EXCELLENCE Blog -- Making A Difference. Related Posts: Win/Loss Reviews Win/Loss Reviews Performance Management Friday Win/Loss Analysis Performance Management Friday -- Abandoned Deals Why Didn't You Buy From Me?

CRM 75

CRM Sales 75

Comm100

APRIL 22, 2024

This can directly lead to improved customer satisfaction, increased sales, and more repeat business. Given the importance of customer service productivity, this blog explores actionable strategies to improve agent productivity, enabling your team to work smarter, faster, and more effectively.

Omnichannel 52

Omnichannel Social Media Customer Satisfaction AI 52

Customer Think

NOVEMBER 18, 2021

We’ve long known (whether we use it or not) about the “sales process.” ” Virtually every organization has some variant of a sales process with stages we move through and, possibly, critical activities we should be executing within each stage. Stop Focusing On The Top Of The Pipeline!

Sales 72

Sales 72

Intercom, Inc.

JUNE 14, 2022

A customer cohort is a group of customers or users who perform shared actions during a set period of time. . Using that example, a company could perform a customer cohort analysis on the May sign-up group to see if their behaviors differ from users who signed up for the same product in June. Why perform a customer cohort analysis?

Customer Loyalty 118

Customer Loyalty Sales 118

Fonolo

DECEMBER 6, 2022

As leaders and managers, you need to get down and dirty with metrics, KPIs, and agent performance to run a successful contact center. When you develop your contact center, you create opportunities for more sales, customer satisfaction, and workplace efficiency. . Enhancing customer satisfaction and sales .

Contact Center 142

Contact Center Net Promoter Score Customer Satisfaction Sales 142

Totango

NOVEMBER 27, 2023

This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams. Refining post-sale strategies to better understand and meet the needs of customers. For example, unified data bridges the gap between sales and CS teams.

B2B 91

B2B ML CRM Customer Relationship Management 91

Customer Think

DECEMBER 4, 2022

first appeared on Partners in EXCELLENCE Blog -- Making A Difference. Related Posts: Should Sales People Be On Quota? Goal Alignment--A Performance Roadblock "For The Loss Of A Horseshoe." The post Can You “Connect The Dots” With Your Customer? Connecting The Dots, Can You Do It For Your Customer?

Sales 78

Sales 78

Shep Hyken

OCTOBER 5, 2022

Lately, I’ve been thinking about how sales and customer service combine to create an experience – hopefully a positive one. This is where sales and customer service collide. This is where sales and customer service collide. And by the way, you will enjoy this story even if you’re not in sales. . Here’s the short version.

Sales 108

Sales Customer Service Customer Experience 108

Intercom, Inc.

APRIL 13, 2018

Great SaaS sales reps can change your entire business. So what is it about these SaaS sales reps that differentiates them from the rest? So what is it about these SaaS sales reps that differentiates them from the rest? What do they know about the industry that mediocre sales reps don’t? of sales emails are opened.

Sales 224

Sales CRM Social Media Customer Acquisition 224

Totango

AUGUST 23, 2022

For example, a website visit, an online sales purchase and a phone support call are all potential customer journey B2B touchpoints. In terms of the customer lifecycle, touchpoints may occur at any point during an interaction with your brand, including: Pre-sales, starting with a prospect’s first marketing touch. Blog content.

Touchpoint 115

Touchpoint B2B Customer Journey Map Social Media 115

CX Accelerator

AUGUST 19, 2019

what’s required is something that will break down the walls of the CX department allowing everyone in the business to see how the organisation is performing relative to customer expectations and its targets. Back To CX Accelerator Blog. We are all guilty of not communicating enough on occasion.so

CX 182

CX Customer Journey Map Touchpoint VOC 182

CX Accelerator

AUGUST 19, 2019

what’s required is something that will break down the walls of the CX department allowing everyone in the business to see how the organisation is performing relative to customer expectations and its targets. Back To CX Accelerator Blog. We are all guilty of not communicating enough on occasion.so

CX 182

CX Customer Journey Map Touchpoint VOC 182

ClientSuccess

DECEMBER 12, 2022

To this end, I usually see three distinct compensation models: Base Only; Base + Bonus; or the preferred model of mine -Base+ Variable- to reward excellence in performance. CSMs should have incentives for both meeting and exceeding their performance standards. Base + Bonus. For more info on hiring and compensating CSMs, read here.

Sales 87

Sales NPS Business Growth Customer Satisfaction 87

Totango

AUGUST 5, 2022

Client onboarding questionnaires are usually administered shortly after the client becomes a paying client or, in some cases, during a sales discovery session. A client onboarding questionnaire can help you: Make a smooth handoff between your sales team and your customer success team.

B2B 83

B2B Customer Journey Map Sales Start-ups 83

Totango

DECEMBER 20, 2023

We are delighted to share that Totango was recognized in the G2 Winter 2024 reports for its exemplary performance in the customer success software category. Excellent customer support : Users appreciate the responsive customer service, including the attentive sales team and supportive helpdesk.

Business Operations 108

Business Operations Customer Satisfaction Sales Customer Service 108

TeamSupport

DECEMBER 7, 2020

This blog series explores four types of sales opportunities that can be identified by customer support using automation triggers from support tickets. The system will alert the appropriate sales rep so they can take immediate action. The system will just let them know. Upselling Other Products or Add-Ons.

B2B 98

B2B Sales 98

Totango

APRIL 6, 2023

With budgets being cut, staff being laid off, and sales cycles getting longer, many businesses are feeling the pressure, especially in the tech sector. Opportunity Management leverages Totango SuccessPlay automation to identify potential expansion sales and allows CMSs to use a form to create opportunities from anywhere in the platform.

Innovation 85

Innovation Outlook CRM Sales 85

Totango

SEPTEMBER 20, 2022

Here we’ll walk you through the essentials you need to know to harness customer enablement to increase B2B and SaaS sales. Then we’ll look at the benefits of customer enablement and how it mutually supports sales enablement strategies. How Should Customer Success Enablement and Sales Enablement Work Together?

B2B 82

B2B Net Promoter Score Education Social Media 82

Customer Think

OCTOBER 24, 2021

first appeared on Partners in EXCELLENCE Blog -- Making A Difference. The Fastest Way To Fix Sales Performance The Problem With The Data. The post The Great Reinvention! Related Posts: Creating Places Where People Want To Work The Future Of Work Is About More Than Work! Managers, Your People Are Your Customers!

Sales 69

Sales 69

TeamSupport

NOVEMBER 11, 2020

This concept, as detailed in the new whitepaper by ServiceXRG, illustrates how well-defined service programs and effective adoption of your product can be the keys to maximizing recurring revenue performance. Part 1 of this blog series highlights excerpts from the key concepts for using services to retain and grow recurring revenue.

Engineering 98

Engineering Education Sales Technology 98

Totango

SEPTEMBER 22, 2023

And, CS has the technology and customer data to feed product, sales, and marketing with the integrated insights to drive innovation forward. The post Leaning into integration: The key to unlocking enterprise revenue growth appeared first on Best Customer Success Blog: Articles for Enterprise Growth.

Outlook 113

Outlook Innovation Omnichannel Education 113

Totango

JULY 6, 2021

Measuring customer loyalty gauges the strength of your client relationships, helping you predict and manage performance. In this blog, we’ll cover what customer loyalty is, why measuring it is important and what KPIs you can use to track it. It helps you predict your future performance if current customer loyalty trends hold.

Customer Loyalty 110

Customer Loyalty Net Promoter Score NPS Voice of the Customer 110

Totango

JANUARY 22, 2024

Chris Dishman, SVP of Customer Success, Totango Short-term performance goals will be balanced with lifetime value creation In recent years, marketing has focused heavily on short-term performance, such as generating leads and driving sales.

AI 94

AI Engineering Business Growth Customer Acquisition 94

Zendesk

FEBRUARY 17, 2022

And if you wait to interact with them until the end of their decision-making process, you’re missing out on profitable sales opportunities. Essentially, it’s what a sales funnel looks like from a prospect’s perspective. This allows your sales reps to be more intentional about what actions they’re taking and when.

Social Media 98

Social Media Sales Education CRM 98

Totango

MARCH 21, 2023

Enter customer success operations: a data-driven process that helps organizations understand how their initiative performance impacts key business results – ultimately safeguarding revenue for long-term growth. Be sure to check out our recent blog from Customer Success Festival in Austin, 5 Tips to Supercharge your CS Operations Playbook.

Customer Journey Map 80

Customer Journey Map NPS Touchpoint Start-ups 80

Totango

NOVEMBER 10, 2021

A salary-only CS compensation plan will not provide additional motivation for your team members to meet or exceed your basic performance standards, nor will they be impacted if they under-achieve. According to the results of the survey, these four factors have the greatest impact: Team/Company Performance. Ready to get started?

Net Promoter Score 84

Net Promoter Score NPS Sports Actionable Insights 84

TeamSupport

JANUARY 22, 2024

In this blog, we will delve into the intricacies of automation, exploring its benefits, applications, and the core components that drive effective customer service automation. Automation is the use of technology to perform tasks without human intervention. One such transformative tool that has gained prominence is automation.

Customer Service 59

Customer Service B2B AI Innovation 59

VOZIQ

AUGUST 13, 2023

However, in order to win fan customers and increase these numbers, a complete rethinking of customer relationship management and a departure from the customary key performance indicators is necessary. Find our pick of books from every quarter for customer retention/service and much more in our blogs section.

Customer Acquisition 52

Customer Acquisition Customer Retention Finance Actionable Insights 52

Intercom, Inc.

SEPTEMBER 7, 2018

Volume and capacity are always top of mind for sales, support and marketing teams. At Intercom , we’re helping all three teams do more with their time to increase their performance. The highest performing sales and support teams are the ones who are laser focused on processes that enable them to maximize those numbers.

Close the Loop 123

Close the Loop Start-ups Sales Customer Feedback 123

Totango

OCTOBER 20, 2022

In some companies, customer success managers may play an active role in the sales process, helping sales representatives elicit customer goals and persuade buyers of product benefits. At other companies, CS managers may be assigned to follow up on sales during the customer onboarding phase. CSM role duties may vary by company.

Social Media 90

Social Media Sales Start-ups Customer Relationship Management 90

Hodusoft

JUNE 8, 2022

Well, to measure your call center’s effectiveness, you first need to keep track of a few relevant call center metrics or key performance indicators (KPIs). . But when it comes to discovering the effectiveness, monitoring the efficiency, and optimizing the performance, it is crucial to measure the call center metrics.

Net Promoter Score 98

Net Promoter Score Customer Satisfaction Customer Retention NPS 98

Beyond Philosophy

FEBRUARY 16, 2015

I’m grateful to my colleague, Richard Vanderveer, for making readers of his blog aware of an insightful report – Return on Word of Mouth, or WOM/ROI – recently issued by the Word of Mouth Marketing Association (WOMMA). Study objectives also addressed fundamental issues: How much of sales, or other tangible objectives, is driven by WOM?

B2C 159

B2C B2B Sales Customer Experience 159

Totango

NOVEMBER 10, 2021

A salary-only customer success compensation plan will not provide additional motivation for your team members to meet or exceed your basic performance standards, nor will they be impacted if they under-achieve. According to the results of the survey, these four factors have the greatest impact: Team/Company Performance.

Net Promoter Score 74

Net Promoter Score NPS Sports Actionable Insights 74

Intercom, Inc.

MAY 7, 2019

e.g. The end of apps as we know them is a strong opinion that is well argued and illustrated – which is why it’s one of our most evergreen posts on this blog. There’s a reason that SEO-optimized content rarely performs well on social. Opinions start conversations. Highly optimized SEO content is rarely opinionated.

Social Media 222

Social Media B2C Start-ups B2B 222

Totango

FEBRUARY 11, 2022

Because of these factors, B2B sales and renewal cycles may be longer than their B2C counterparts. When collecting feedback and planning updates, you can gain the most leverage to make improvements by focusing on four fundamental product pillars: Features, user interface and user experience, performance, and support. Performance.

B2B 107

B2B B2C Customer Experience Net Promoter Score 107

ClientSuccess

SEPTEMBER 3, 2020

Base + Variable – base salary with a variable component to not only reward for performance, but also to provide more upside for over-achievement against targets. CSMs are neither impacted by severe under-performance, nor rewarded for over-performance. A base only plan typically leads to mere status quo across the team.

NPS 111

NPS Sales Start-ups Business Growth 111

Intercom, Inc.

NOVEMBER 6, 2018

When making a plan to hit their quota, most sales reps look at how much potential revenue they have in their pipeline. That’s why sales velocity is such a powerful metric for sales reps like me. Here I’ll walk you through how to calculate sales velocity and how to optimize its four variables to bring in more revenue faster.

Sales 120

Sales Start-ups 120