Totango

JULY 29, 2022

Did you know that 70% of revenue in a subscription-based business comes from existing customer renewals and upsells? In order to ensure renewals and maximize upsell opportunities, it’s important to consistently provide value throughout the entire customer journey. Accounts with 95%+ licenses consumed. Growth rate last 90 days.

Upselling 112

Upselling Enterprise Accountability Metrics 112

Pointillist

MARCH 20, 2020

Let’s dive into the first category of these customer journey analytics examples. Customer Journey Analytics Example #1: Increase Operational Efficiency and Cost Savings Efficiently delivering services and experiences to customers is a defining challenge for enterprises today.

Analytics 70

Analytics Upselling Interactive Voice Response Banking 70

JustCall

FEBRUARY 28, 2020

Or, Are you looking for an Account Manager job description that can take you through your interview? Well, whether you yourself are going to take up the role of an Account Manager or you are looking out for hiring one. This blog post will give you a complete idea of an Account Manager job description.

Accountability 52

Accountability Management Finance Upselling 52

ChurnZero

MAY 25, 2023

For example, survey research shows about half (50.2%) of all CS teams surveyed are directly responsible for customer renewals. While renewals are a central aspect of CS work, many Customer Success Managers (CSMs) have a mandate for upsells. In this approach, a renewal, upsell, or downsell is either completely in or completely out.

Upselling 97

Upselling Metrics Surveys Accountability 97

ShepHyken

DECEMBER 7, 2023

The Non-Sustainable Face of Traditional CX Traditional call centers, those hubs of customer interaction that operate around the clock, are an illustrative example of the sustainability challenge within the customer experience industry. Call centers consume around four times more energy per square foot than typical offices, and in the U.S.,

Call Center 149

Call Center Transportation Upselling Education 149

ShepHyken

DECEMBER 9, 2022

Some examples of brand expectations include providing excellent customer service, having a well-designed website, and offering high-quality products or services. The ad highlights how easy it is to open a checking account with your institution. . Increased cross-selling and upselling opportunities . Reduced customer churn .

Sales 308

Sales CRM Contact Center Customer retention 308

CustomerSuccessBox

JULY 2, 2020

Plus an opportunity to present the future planning to get a customer’s feedback and sow the seeds for renewal and / or upsell. There are primarily 3 Quarterly Business Review examples. These are the main quarterly business review examples. The various quarterly business review examples that I have given are for reference.

SaaS 52

SaaS Upselling B2B Feedback 52

Comm100

NOVEMBER 11, 2015

Before you roll your eyes and point out that you don’t have a magic lamp to rub, consider your upselling game. Do you really know how to upsell? Maybe you’ve just been going about upselling the wrong way, with awkward timing and subpar recommendations. Find Appropriate Upsells. Have you even been trying?

Upselling 72

Upselling Sales Scripts B2C 72

Comm100

NOVEMBER 2, 2020

We have hand-picked some of the top chatbot examples to show you how you could use AI customer service bots across channels – 5 use cases across industries, plus one case study of how a chatbot resolved 91% of live chat inquiries. Let’s explore the top 6 chatbot examples of 2020. A Chatbot to Help Mortgage Applications . Industry: B2B.

Chatbots 58

Chatbots Customer Service Banking Healthcare 58

JivoChat

JUNE 9, 2021

Consider an example: A chatbot on a website might ask a visitor what business service or product they would like to learn more about. Apple’s Siri, Microsoft’s Cortana, and other virtual assistants are advanced examples of AI chatbots. Upsell and cross-sell. Why is Chatbot Marketing Important? Conduct surveys. Source: Jenny.

Chatbots 52

Chatbots Marketing Upselling Surveys 52

Babelforce

APRIL 21, 2021

Each group had to handle a specific number of customer accounts) Built shared workspaces designed to help reps collaborate openly Implemented an instant messaging platform that enabled in-call collaboration. It’s important because nine out of 10 callers value when agents know their account history and issues. #4

Call Center 52

Call Center Contact Center Interactive Voice Response CRM 52

Totango

AUGUST 16, 2022

Identifying customers in the market for upsell offers and referral invitations. For example, you can use automated communication tools, such as emails and webinars, to help ensure that customers have the support they need to familiarize themselves with how to complete onboarding and start using your product.

Customer retention 100

Customer retention Upselling CRM SaaS 100

JivoChat

APRIL 11, 2021

13 Best Welcome Message Examples. Here are 13 examples of how to do more with your business welcome messages. 13 Best Welcome Message Examples. These 13 welcome message examples will take a look at the best of the bunch. In this guide, we will break down: What is a Welcome Message? Welcome Message Best Practices.

Sales 52

Sales Chatbots Best practices Personalization 52

Call Design

JANUARY 21, 2021

During these calls, AI can suggest specific products for your agents to upsell to customers. For example, Performance Management software is a robust performance management system designed to improve agent efficiency and productivity, which can significantly extend beyond the contact centre. Upgrade Old Technology. Social Media.

Upselling 167

Upselling Coaching Consulting Consulting 167

Totango

AUGUST 9, 2022

For example, a marketing team might study the social media activity of all website visitors who purchased a specific product to identify the characteristics of visitors who are most likely to buy. For example, customers can be grouped based on potential support issues and preemptively sent relevant self-service tools, like tutorial links.

Best practices 100

Best practices B2B Journey mapping Upselling 100

TeamSupport

DECEMBER 7, 2020

On the other hand, when 70% or more of revenue comes from existing customers 1 , you must pay close attention to indicators that a customer might be increasing seats or adding user groups to ensure you don’t miss a valuable upsell opportunity. Upselling Other Products or Add-Ons. First, let’s look at potential for growth.

Customer Support 98

Customer Support Upselling B2B Sales 98

Totango

NOVEMBER 23, 2021

For example, if you don’t know that a new customer is experiencing onboarding issues, you can’t reach out to help them. This, in turn, makes it difficult to intervene with customers who are at risk of churn, as well as challenging to spot upsell opportunities. Your Upsells Are Going Down. Your Escalations Are Going Up.

Upselling 92

Upselling CRM Revenue potential Feedback 92

Influitive

MAY 12, 2016

That’s one reason why account-based marketing has become a popular strategy in recent years. Instead of “spraying and praying” broad marketing messages, ABM requires brands spend time crafting ultra-personalized campaigns targeted at specific accounts. Learn how to make your account-based marketing more effective with advocacy.

Accountability 61

Accountability Marketing B2B Customer advocacy 61

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. Let’s delve into this strategic playbook to maximize revenue through account mining. Let’s delve into this strategic playbook to maximize revenue through account mining.

Accountability 10

Accountability Upselling Journey mapping Feedback 10

Quality Contact Solutions

JANUARY 27, 2022

This is one of the more common techniques to increase the overall value of an account. These accounts already have the main product or service, and the cross-sell is an add-on item that will increase the total amount of the account. Increase Sales by Upselling.

Sales 98

Sales Upselling B2C Best practices 98

Nicereply

MARCH 16, 2022

Some treat Customer Experience as a synonym to Customer Success, others see Success and Support as part of the CX team, and still, others prefer it reports into Sales as a way to increase upsells and renewals. For example, a dedicated account manager and phone support for our highest value customers. What a fantastic model!

Sales 111

Sales Customer Experience Upselling Self service 111

CustomerSuccessBox

JUNE 24, 2022

It helps companies keep up with the accounts they’ve closed, and maintain, retain, and expand them. For example, onboarding becomes the first test of the user engagement strategy. High renewal rates in SaaS provide a stable revenue source every month which helps you to focus on upsells, advocacy, and acquiring new customers.

Upselling 52

Upselling SaaS Customer advocacy Metrics 52

Totango

APRIL 4, 2024

I recently hosted a webinar with four leaders from our team to learn how they work together to bolster retention, expansion, and upsells as a truly unified CS and sales front. One tool that Katie finds helpful in her role is a RACI matrix that designates accountability to relevant stakeholders involved in a project, task, or decision.

Sales 89

Sales Upselling Accountability SaaS 89

Totango

NOVEMBER 25, 2020

Here are just a few examples: . Number of Accounts. Accounts with Open High Priority Tickets. Account Coverage. Equipped with this knowledge, CS teams can create more opportunities for upsells/expansions, as well as reduce churn rates. . Example: A large number of customers are reaching a high product threshold.

CRM 108

CRM Upselling Metrics Accountability 108

CustomerSuccessBox

OCTOBER 5, 2021

The following are the key considerations that you must look at (for improving retention, increase renewals & upsells, etc. Let me try to explain the aforementioned steps using real examples. Account health KPIs- Product adoption, customer usage, etc. For example, Let’s say the issue is at the onboarding level.

Upselling 59

Upselling SaaS Metrics Accountability 59

Horizon CX

FEBRUARY 29, 2024

Missed Opportunities for Upselling and Cross-Selling: Genuine care and personalized interactions create opportunities to upsell or cross-sell additional products or services. Lead by Example : Leadership plays a critical role in shaping organizational culture and behavior.

Morale 52

Morale Customer centricity Upselling Feedback 52

Totango

OCTOBER 22, 2019

Using health scores to determine which customers may need more attention and which ones benefit from upsells. . They pull data from customer accounts and provide metrics for each customer. This provides a real-time view of every customer’s account status and health. Paying close attention to any customer feedback. .

Best practices 49

Best practices Customer advocacy Upselling Accountability 49

Inbenta

JUNE 12, 2023

For example, can your Chatbot tell the difference between a noun and verb? For example, Chatbots are widely used for customer support because they can act as an agent available to resolve issues automictically, answering commonly asked questions or making account updates, 24/7/365.

Chatbots 97

Chatbots Consulting Consulting Upselling 97

Amity

MARCH 24, 2017

Most companies have revenue engines that run on delicately intertwined gears of new logos, retention and upsell/cross-sell. My goal at Influitive was to systematically increase retention and to create growth opportunities within existing accounts. Explore potential areas for growth within an account early and often.

Accountability 56

Accountability Engineering Metrics Upselling 56

CustomerSuccessBox

JUNE 20, 2022

A customer succes software is specialized software that takes the customer data from your existing tech stack to provide you with a 360-degree view of your customers and their account health. Detect and Act on Upsell & Cross-sell Opportunities. Automate mundane tasks for Maximum Efficiency. Improve user onboarding.

Upselling 52

Upselling SaaS CRM Multi-channel support 52

Totango

AUGUST 25, 2022

It increases customer satisfaction and loyalty, driving higher subscription renewal rates, reduced churn, and more sales from upsells and referrals. For example, you can: Extend premium upgrade offers to freemium customers. Extend upsell offers or referral incentives to customers with high satisfaction ratings.

SaaS 97

SaaS Upselling Metrics Journey mapping 97

CSM Practice

JULY 6, 2020

SaaS companies are now turning to their customer success teams as client health , retention, and expansion of accounts become new priorities. As customers only buy what they need, they also hold suppliers accountable for higher standards. Upsells is a basic form of account expansion. 3. Changing Customer Priorities.

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Practice

JULY 6, 2020

SaaS companies are now turning to their customer success teams as client health , retention, and expansion of accounts become new priorities. As customers only buy what they need, they also hold suppliers accountable for higher standards. Upsells is a basic form of account expansion. 3. Changing Customer Priorities.

SaaS 71

SaaS Upselling Accountability Sales 71

Totango

APRIL 2, 2019

This is also a good time to add upsells to accounts that have high customer health scores. Health scores indicate which customers may be receptive to cross-sell or upsell offers and which ones might require extra attention from your success team. Customize Notifications and Health Scores. Gather Feedback.

Journey mapping 105

Journey mapping Upselling Accountability Feedback 105

Inbenta

JULY 29, 2021

Airline chatbot examples. Upgrades or upselling management. Chatbots can be used as a sales upselling tool to suggest additional services, upgrades and offer upsell promotions to travelers who have already booked a flight. Airline chatbot examples. Let’s see a couple of examples. Let’s face it.

Airlines 88

Airlines Chatbots Upselling Self service 88

ChurnZero

SEPTEMBER 14, 2021

If your customer can benefit from a product upgrade or feature upsell, then it’s your duty to make your customer aware of the opportunity. To give an example, Bryan outlined the hypothetical scenario of a CSM whose customer accounts for one division of a company that’s comprised of three divisions.

Sales 94

Sales Upselling Morale SaaS 94

ChurnZero

MARCH 24, 2023

For example, if you receive an end-user NPS response or notice a pattern in end-user NPS feedback that says, “I hate this product,” and then from the same account, you get decision makers or contract signers saying, “I love this product,” that’s a problem. Everyone started looking at the dollars and focusing on these upsells.

Upselling 98

Upselling Metrics SaaS Sales 98