Pointillist

MARCH 20, 2020

Customer Journey Analytics Example #3: Grow Revenue Acquiring high-value customers and upselling or cross-selling additional products and services to existing customers is an essential source of revenue growth for most enterprises. The key to success in both is to understand each customer’s unique journey context.

Analytics 70

Analytics Upselling Interactive Voice Response Banking 70

Totango

JANUARY 4, 2019

Now more than ever, winbacks, upsells, renewals, referrals, and feedback cannot be passive items on a checklist. The best customer success software will offer graphical representations of all of your enterprise’s customer accounts, product lines, and channel partners. Old-school, stodgy account.

Customer centricity 79

Customer centricity SaaS Marketing Enterprise 79

JivoChat

JUNE 1, 2021

Touchpoints can be any interaction that a customer has with your business , such as a survey, a consultation call, or an online purchase. Online advertisements. In many instances, online advertisements will be the first touchpoint a potential customer has with a brand. Feedback surveys. Customer surveys.

CRM 52

CRM Advertising Chatbots Surveys 52

ProProfs Blog

JULY 5, 2019

AOV is a good metric to start with as you begin exploring new routes of acquisition and upselling. Higher revenue means more advertising dollars. It not only fails to take into account the cost of goods and other expenses; AOV also limits its view to month by month improvements, rather than lending itself to long term growth.

Metrics 60

Metrics Upselling Advertising Sales 60

ChurnZero

OCTOBER 12, 2021

With ChurnZero, they were able to assign a customer health score to each of their clients to gain a better line of sight on accounts at a higher risk of turnover. And lastly, they introduced more direct touchpoints in the first 90 days to promote active account engagement and address any issues, concerns, or updates to the customer journey.

Healthcare 52

Healthcare Accountability Metrics Surveys 52

JivoChat

JUNE 9, 2021

Chatbot marketing drives many advertising and selling strategies. A recent survey showed that a whopping 90% of consumers expect an instant response when they have customer-service-related inquiries. After the leads are qualified by the chatbot, a customer service agent or account executive can follow up. Conduct surveys.

Chatbots 52

Chatbots Marketing Upselling Surveys 52

Vcaretec

AUGUST 8, 2023

It enables you to take into account their preferences, ideas, and viewpoints. Cross-selling and upselling too frequently can appear desperate and unprofessional. Since the majority of individuals check their email accounts at least once every day, email support is a wonderful approach to do this. Look for a tasty midway ground.

outsourcing 52

outsourcing Customer Care Sales industry standards 52

ChurnZero

JULY 9, 2020

We send registrants a survey with a topic list and create the agenda using the highest-voted ideas. Product Usage – is the account above 80% license utilization with high usage across all features? Uncover Opportunities With Upsell Campaigns. Customer Tenure – have they been a customer for at least nine months to a year?

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

Callminer

SEPTEMBER 14, 2020

For instance, a call center business analyst might recommend implementing an interaction analytics solution for a collections and accounts receivables management (ARM) firm to ensure that call center agents meet compliance requirements for debt collection. Customer retention is vital, and poor call centers do not retain customers.

Call Center 182

Call Center Analytics First call resolution Metrics 182

ClearAction

NOVEMBER 16, 2023

A) Customer Participation Today Survey fatigue and response rates are ongoing challenges, as customers are almost constantly asked to give feedback for both business and personal purchases and interactions. On the positive side, managers are typically engaged in closing the loop with dissatisfied survey participants.

B2B 62

B2B Feedback B2C Enterprise 62

Quiq

JUNE 1, 2022

Validating purchases, offering product suggestions, and upselling/cross-selling should fall into your digital customer service strategy. An Accenture survey revealed some key insights: Consumers who increased usage during the pandemic. What is my account balance? Advertise it in your newsletters and social posts.

Customer Service 77

Customer Service Interactive Voice Response Contact Center Chatbots 77

aircall

FEBRUARY 5, 2021

Typeform for surveys. Diduenjoy for surveys. Your customers are getting blasted with numerous advertisements every day, so you simply can’t overstate the need for your customer support agents to be customer-centric. Here are some good ones to consider for your sales strategy : noCRM.io for CRM and sales automation. FLG for CRM.

Call Center 62

Call Center Average Handle Time call center software CRM 62

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 per 100, customer care queue – Utilized a process that focused on reviewing the customer’s account and discovery questions.

Call flow 48

Call flow Coaching Telecommunications Customer retention 48

JivoChat

JUNE 15, 2021

With Shopify’s upsell and cross-selling apps , you don’t need a live customer service rep to boost your sales. The top apps in this category can help you display relevant products for returning customers and help you upsell to new customers. Used for: Post-purchase upsells. Used for: Upselling by offering free shipping.

Upselling 52

Upselling Analytics Sales Marketing 52

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. Image by Retently.

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

Natalie Petouhof

SEPTEMBER 3, 2015

Bluenose helps companies spot opportunities to deepen engagement with customers and maximize revenue through renewals and upsells. Get warnings when an account is a churn risk. Suggest accounts that are ready for an upgrade. The result of the analysis is the ability to proactively manage accounts and end user campaigns.

Management 40

Management Sales Engineering SaaS 40

Quiq

JUNE 1, 2022

Validating purchases, offering product suggestions, and upselling/cross-selling should fall into your digital customer service strategy. An Accenture survey revealed some key insights: Consumers who increased usage during the pandemic. What is my account balance? Advertise it in your newsletters and social posts.

Customer Service 52

Customer Service Interactive Voice Response Contact Center Chatbots 52

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. Image by Retently.

Customer Experience 64

Customer Experience Journey mapping B2C B2B 64

JivoChat

JANUARY 17, 2021

For instance, if you were processing month-end accounts and ran into difficulty with a transaction, you could request immediate “reactive” support via the live chat tool. In fact, one survey found that 51% of customers preferred live chat because they can multi-task: Live chat conversations can be saved for future reference.

Best practices 52

Best practices CRM Customer Support Personalization 52

LiveChat

AUGUST 29, 2018

Online account signup – Display membership perks, paid perks, and promote your products. Product wish listed – Send an email showing upsells, additional products and bulk deals. Birthday emails – Send out surveys within the email to harvest information about the user.

Advertising 28

Advertising Metrics Accountability Marketing 28

ProProfs Blog

AUGUST 8, 2019

You can only become flexible if you take the following steps into account. I would recommend you to use a survey maker tool to help you collect customer feedback and learn whether they are satisfied with your services or not. Using a survey maker tool, you can understand what customers want to change in your products.

Customer Service 76

Customer Service Airlines Feedback Sales 76

SmartKarrot

JULY 22, 2020

This metric would show how good you are at account based marketing through which you are able to upsell or cross-sell related products to your existing customers. Then later on, it arises from the various expansion opportunities your company has with them through upselling and cross-selling. Customer Lifetime Value (LTV).

SaaS 11

SaaS Metrics Upselling Advertising 11

SmartKarrot

MARCH 31, 2022

The sales team brings in customers based on marketing leads, referrals, and advertisements. The sales team is also responsible for upsells, cross-sells, and renewals. The customer success team also works with the marketing team for account expansion, retention, and revenue gains. Get the leaders on board. Keep Data at the core.

SaaS 10

SaaS Sales Feedback Upselling 10

SmartKarrot

MAY 25, 2022

Measuring the success of the client experience efforts by building and deploying reporting that includes CRM analytics along with client surveys (NPS and CSAT). Foster account growth/expansion via new products and markets. Tactical and strategic support for priority accounts and maintain relationships with key agencies and brands.

Education 3

Education Technical Support Upselling Advertising 3

Comm100

OCTOBER 11, 2017

An effective social media team shouldn’t just push promotions and advertisements (although those are great and a normal part of social media outreach); they should also answer product questions, address concerns, and help customers when they need it. What account-specific info can be given online? no matter their distance.

Customer Service 49

Customer Service Customer Care Morale Marketing 49

SmartKarrot

JUNE 30, 2021

Through advertising, social media, or digital media, you can raise an awareness around the product. Expansion revenue is extra revenue generated from add-ons, cross-sells, upsells, and more. Net churn of revenue is money lost after taking new revenue and expansion revenue into account. What are the stages of product adoption?

SaaS 10

SaaS Upselling Metrics Advertising 10

Comm100

FEBRUARY 6, 2018

And it’s not just the cost per agent or interaction that companies need to take into account — deployment costs can also vary per software. Here are some other Industry-Specific CRMs by industry: Accounting. BTC Software : Based in the UK, this software is good for small to medium sized tax and accountancy practices and corporates.

CRM 42

CRM Enterprise SaaS Marketing 42