Ally Mansell-Cook’s Post

Customer feedback is a gift 🎁 And customer support is usually the first receivers. Whether the feedback is good or bad, support agents are the frontline of all feedback, but unfortunately the feedback often stays with support. Meaning product, sales and CS teams can easily miss out on gold mines of data and information about customer issues, as support agents simply don't have the tools or processes to easily pass feedback back and forth. Fullview is here to change that.... #customersupport #customerservice

Protecting your customer base is crucial for your organization's success. By leveraging your sales, account management and customer success teams, you can identify a forward-looking renewal plan that provides greater value attribution and impactful solutions to your customers' real problems. Assessing your 2024 renewal health now will allow for early warning signals on the likelihood of securing early renewals with additional licenses or solutions, or potential high-risk renewals that require immediate attention. Remember, customer renewals and wallet retention are the bedrock of success. By working together, sales teams can ensure the customer base remains strong and your renewal revenue performance continues to fuel growth plans. #CustomerRetention #RevenuePerformance #GrowthPlans #Vsarocks

Understanding Customer Service As I navigate my journey towards securing a sales and customer service rep position, I've decided to share some insights into what it's really like being a sales representative and customer service specialist. I'm on a mission to find the ideal sales and customer service role where my unique skillset can create a winning scenario for both myself and the company. So, join me as I explore the world of customer service and uncover what makes this role so rewarding and fulfilling. Deconstructing the Customer Service Definition Let's look at the core of customer service. It's more than just a term—it's the backbone of every successful business. My customer service definition is: Customer service is all about making people happy. It's not just about solving problems or answering questions—it's about making every interaction special. From the moment a customer walks in or calls, it's my job to make them feel valued and heard. I want to go above and beyond to exceed their expectations and leave them smiling. It's not just a job for me; it's my passion. I'm eager to find a sales and customer service position where I can continue to make a difference and take my skills to the next level. Read the rest in my document ...

Understanding more about Account Management and how to be an effective Account Manager is crucial. By delving into methods to maximize customer profits, we can ensure sustainable growth. #AccountManagement #CustomerProfit #EffectiveAccountManager

You're tiering accounts in your new territory.. You have three levels, Tier 1, 2, and 3. Tier 1 - Strong ICP/high propensity to buy, high touch/customization Tier 2 - Decent ICP/medium propensity to buy, blend of custom and automated Tier 3 - Poor ICP or low propensity to buy, high automation Typical distribution of tiering would be something like this: Tier 1 - 10% of accounts Tier 2 - 30% of accounts Tier 3 - 60% of accounts What's the typical distribution you see?

With the end of the year quickly approaching, now is a great time to evaluate which customers aren't worth the trouble in 2024 📊 Ash Rust shares how to think about bad customers at your startup: https://lnkd.in/eEGB8ze4

Pricing models should set you FREE! As a leader going into renewals in a down market you’ll absolutely hear this one from your team: “The customer is not growing/utilizing as expected so we’re facing partial churn or downsell..” That’s ok. It’s ok as long as you prepare your CSMs and renewal managers to ask critical follow up questions. “What can we do to deliver more value to the same/fewer number of users?” It’s a useful question that is both provocative and has substance. Your CSMs can act as trusted advisors if you have a roadmap defined. If it’s a strategic relationship- this is a blue sky conversation that will enrich your Customer Success + Customer relationship 10x. You don’t have to have all the answers. Let your customers co-build a path forward in difficult times and allow your CSMs to be good stewards moving everyone along that path in due time 🥾🏔️

How many times have you gone above and beyond for a customer, only to find out that the customer decided not to renew their contract 😭 It's quite the gut punch 👊 Take time to reflect on the customers' journey, seek feedback to identify areas for improvement and learn from it to improve your approach (and better allocate your time and resources) in the future! #customersuccess #csm #csmemes #memesdaily #businessmemes #clientsuccess #accountmanager #sales #salesmemes #gtm

Customers who are UPSOLD (📈) and customers who are DOWNSOLD (📉) are BOTH more likely to remain customers for longer than those whose spend remains static... Why? Customers are UPSOLD (buy more from you) when you've delivered value and therefore they are clearly likely to stay longer because the product/service is fully working for them. But DOWNSOLD customers (buy less from you) are TRYING to stay with you but they need to 'right-size' their account. They are getting value, but perhaps overestimated the scale at which they need your product/service. When you don't allow customers to reduce their spend with you (for the right reasons) then it throws a bright light on the contract. And they become very aware they are paying more than the value they receive... ... and the search for your replacement will begin! (156k customers in data set, and once again credit Greg Daines and his fantastic work at ChurnRX)