Horizon CX

FEBRUARY 29, 2024

Without a sense of loyalty, customers may be easily swayed by competitors who offer a more personalized and attentive experience. Missed Opportunities for Upselling and Cross-Selling: Genuine care and personalized interactions create opportunities to upsell or cross-sell additional products or services.

Morale 52

Morale Customer centricity Upselling Feedback 52

Lumoa

APRIL 28, 2024

But how can you support your customers on all the different channels they reach out on and offer a personalized yet unified response? In your CX platform dashboard, you can see how your customers behave across all touchpoints and can personalize your interactions with them based on their behavior and preferences.

Feedback 83

Feedback Consulting Consulting Enterprise 83

Babelforce

SEPTEMBER 8, 2021

This information is combined with touchpoints, customer goals, KPIs and team accountability. Over 85% of surveyed customers want to be contacted proactively by providers in matters relating to customer service. 2 Service personalization. Fact: you can’t personalize an experience you don’t understand. 4 Better upselling.

Journey mapping 98

Journey mapping Upselling Customer effort Personalization 98

Fonolo

OCTOBER 4, 2022

When callers are immediately connected with the best person to handle their issues using intelligent routing, plenty of benefits follow: The customer’s total time on the line will decrease. 86% of people surveyed said they would pay more if that price tag came with exceptional customer service. How does intelligent call routing work?

First call resolution 87

First call resolution Contact Center Interactive Voice Response Wait times 87

Vcaretec

JUNE 6, 2022

We plan for the peak days , we have a rigorous process for both long-form customer support calls and 30-second quick-resolution calls, and we train our staff to identify upsell and cross-sell opportunities naturally during support interactions. Ensure that your agents are trained to spot upsell and cross-sell opportunities.

Customer Care 96

Customer Care Upselling Accountability Customer Support 96

Global Response

JULY 3, 2023

Call centers aren’t just for solving customer problems and upgrading customer accounts: they’re essential channels to develop customer relationships and loyalty. Personalized and Customer-Centric Interactions Step 1: treat your customers like the valuable individuals they are. Personalization starts with understanding.

Call Center 62

Call Center outsourcing Customer centricity Upselling 62

Inbenta

JUNE 12, 2023

While an average person can easily detect the meaning of words using context clues, the same cannot be said of all Chatbot technology designed to engage your customers. The right Chatbot can also be used on your website to help you automate the upsell and cross sell products based on customer conversations or search terms.

Chatbots 97

Chatbots Consulting Consulting Upselling 97

Interactions

JUNE 24, 2022

Your IVA should be able to automate a variety of outbound communications such as notifying customers of important plan information, sending overage alerts and service reminders, and conducting surveys to collect feedback. Handle product support inquiries and increase upsell opportunities. Manage account information and payments .

Wait times 62

Wait times Self service Upselling Accountability 62

Totango

APRIL 2, 2019

In some cases, you may need to include high-touch or personal, live touch efforts. 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.

Journey mapping 105

Journey mapping Upselling Accountability Feedback 105

JustCall

AUGUST 7, 2023

Source Conversational Sales is a sales approach that relies on personalized and interactive dialogs with prospects. Using AI in sales can add a layer of personalization while also automating workflows and processes for greater efficiency. What is Conversational Sales? to recommend products and services.

Chatbots 52

Chatbots Sales Surveys Upselling 52

ChurnZero

DECEMBER 7, 2023

With nearly 50% of their capacity spent on smaller accounts that accounted for around 10% of revenue, Smokeball ’s onboarding team felt overworked, and struggled to drive the most value during the onboarding process. Renewal / Expansion Hero: TruVideo Driving upsells and awareness with engaging in-app content.

Accountability 52

Accountability Upselling Sales Marketing 52

Totango

FEBRUARY 7, 2019

Know your customer, personalize your communications, and proactively work toward a mutual journey of growth, and you’ll find your retention process becomes as reliable as a well-worn marriage. Personalize your messaging. Automate renewals and upsells. Personalize Your Messaging. Automate Renewals and Upsells.

Best practices 81

Best practices SaaS Customer retention Upselling 81

Totango

AUGUST 23, 2022

Administering customer satisfaction surveys. Making upsell offers. This may involve activating an account, setting up a username and password, completing a profile, getting oriented within your navigational menu or learning to use your product’s basic features. Customer satisfaction surveys. Upsell offers.

B2B 116

B2B Journey mapping SaaS Engineering 116

Nicereply

JANUARY 11, 2022

They are also more receptive to upselling and suggestions. Just make sure that the reply-to email is set to a real person so the customer feels confident their response will be read. “Hi Add a Survey. Surveys are an excellent way to connect with customers, especially when they can respond with only one-click.

Customer Service 98

Customer Service Surveys Feedback Upselling 98

Totango

JUNE 1, 2021

By sharing the insights of these multi-dimensional data streams across your enterprise, you increase accountability for the customer experience and create a customer-centered enterprise that is poised to effectively deliver customer lifetime value. Voice of Customer: Survey responses and satisfaction scores.

Enterprise 69

Enterprise Upselling Metrics Accountability 69

Totango

DECEMBER 3, 2020

CS professionals now attest that their bonus structures are tied to company performance, renewals, net retention, upsells, and account health. . According to the CS team members surveyed in the salary report, eight elements were specifically cited as influential to overall compensation. Document and Share Customer Data .

Upselling 64

Upselling Accountability Enterprise Metrics 64

Nicereply

FEBRUARY 2, 2024

Customer Experience vs. Customer Service vs. Account Management While there are similarities with other customer-facing initiatives, you shouldn’t confuse customer success with other similar terms. To help you make the distinction, here are brief explanations of customer success, customer experience, customer service, and account management.

Education 59

Education Accountability Customer retention Journey mapping 59

ChurnZero

MARCH 18, 2022

A [Dave]: I personally think it’s misleading. A [Dave]: I would note in the footnotes that some people have opt outs, but personally they were not available to renew. My first answer is – just as a business finance-oriented person and former CEO – I like the notion of each CSM having their own MRR. They got lucky.

SaaS 98

SaaS Metrics Enterprise Surveys 98

Totango

MARCH 6, 2020

Voice of the Customer is usually considered to be the result of direct requests for information such as surveys (i.e. Personalize Your VoC Requests. Today’s customer-centered marketplace has placed the customer firmly in control of their service partnerships and increased their expectations of personalized attention.

Best practices 93

Best practices Upselling Feedback Enterprise 93

SmartKarrot

AUGUST 31, 2023

Image Source According to Survey Sparrow, the top five companies in the market maintain a customer retention rate of 94%. While every company intends to grab more business from existing clients, the key account management playbook can help streamline these efforts. What is Key Account Management?

Accountability 10

Accountability Management Upselling Customer retention 10

Totango

APRIL 11, 2019

A customer success health score is a framework used to identify the status of your customers so you can quickly prioritize accounts. It is a powerful tool for capitalizing on potential upsell opportunities and preventing customer churn. A mark of 10 would indicate the users in the account are at the bottom 10% in terms of usage.

Metrics 87

Metrics Upselling Accountability Enterprise 87

Totango

AUGUST 18, 2022

Assigning account managers. Activating accounts. Personalizing dashboard interfaces. It also promotes higher product usage, increases the likelihood of upselling purchases and encourages customers to become enthusiastic brand advocates. Designing a post-onboarding survey to incorporate into your customer journey workflow.

Journey mapping 93

Journey mapping SaaS Upselling Enterprise 93

GetFeedback

JUNE 13, 2019

Increase data quality, reduce clicks, and drive key business processes with CRM embedded surveys. By replacing open text forms with structured surveys, businesses can guide employees through a standardized input process and remove factors that may cause errors. In other words, what you put in is what you get out.

Surveys 68

Surveys Consulting Consulting Upselling 68

JustCall

APRIL 3, 2023

It’s like extending a personal guide to your customers—one who is there to support them every step of the way. Account management: The customer success team also manages customer accounts and ensures that they are getting the most value from your product or service.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

ChurnZero

MARCH 24, 2023

Using only NPS to measure a CS team is far too narrow, it’s easy to game (depending on who you survey and how you cut the data), and it lacks context. For example, I was at a previous company where we thought we had churn down, and so we pivoted to comping our CSMs on CS-identified upsell. Here’s why.

Upselling 98

Upselling Metrics SaaS Sales 98

ChurnZero

MARCH 24, 2023

Using only NPS to measure a CS team is far too narrow, it’s easy to game (depending on who you survey and how you cut the data), and it lacks context. For example, I was at a previous company where we thought we had churn down, and so we pivoted to comping our CSMs on CS-identified upsell. Here’s why.

Upselling 97

Upselling Metrics SaaS Sales 97

Totango

MARCH 10, 2020

To do that, we can use these 5 customer experience tips: Turn Customer Hopes into Personal Goals. Turn Customer Hopes into Personal Goals. In both cases, the most important thing to do is to acknowledge the customer’s effort to contact you and to respond as soon as possible with a personalized message.

Customer Experience 93

Customer Experience Upselling Feedback SaaS 93

Revation Systems

JANUARY 18, 2023

DCS helps enterprises save time and money by reducing the need for traditional customer service methods, like phone calls and in-person visits. billion people , which accounts for slightly more than half of the global population and 93.4% Comparably, the major downside of digital customer service is the lack of personal interaction.

Customer Service 62

Customer Service Enterprise Self service Upselling 62

Totango

JUNE 25, 2019

By sharing the insights of these multi-dimensional data streams across your enterprise, you increase accountability for the customer experience and create a customer-centered enterprise that is poised to effectively deliver customer lifetime value. Voice of Customer: Survey responses and satisfaction scores.

Upselling 68

Upselling Enterprise Metrics Customer centricity 68

Totango

MARCH 4, 2022

When delivered manually, it may be handled by dedicated customer service agents or by other company representatives, such as account managers and customer success managers. In many cases, a dedicated customer success manager is assigned to an individual customer account. Social media. B2B customer service may be manual or automated.

B2B 92

B2B Customer Service Interactive Voice Response B2C 92

Totango

SEPTEMBER 13, 2022

In this way, you can develop multiple playbooks deployed based on what an individual customer is doing, leveraging data segmentation to deliver personalized success outcomes to your clients. Expansion of product usage through upsells. What Is the Difference between Customer Success and Customer Service? Onboarding.

SaaS 87

SaaS Upselling Best practices Customer retention 87

CustomerSuccessBox

JANUARY 10, 2022

Privileged contact for customers on the solution, you are the trusted person to whom they can turn. 78% of respondents in a CS survey say the team is responsible for achieving these goals. According to 68% of the customer success experts surveyed, the compensation structure included a bonus structure in addition to the base salary.

Management 52

Management Surveys Customer advocacy Accountability 52

Totango

FEBRUARY 23, 2022

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. Expansion : a satisfied customer increases their usage of your product and brand to include advanced features, upgrades, and upsells. Here, we’ll show you how to create your path to customer success.

SaaS 111

SaaS Journey mapping Upselling Best practices 111

JustCall

AUGUST 7, 2023

Personalization Limited personalization based on voice input Personalization based on user history Extensive personalization capabilities 8. If you’ve got a customer base that wants to manage their accounts or get account-specific information independently, conversational AI is the right fit for your brand.

Sales 52

Sales Chatbots Self service Accountability 52

Transparent BPO

JUNE 19, 2019

In its 2019 Customer Expectations Report , customer service software company Gladly revealed three new trends that are having great effect: consumers care more about the experience than the channel, they want companies to know them and provide personalized service, and they prefer quality in customer service over price.

outsourcing 95

outsourcing Call Center Contact Center Customer retention 95

Totango

DECEMBER 21, 2021

It also can create an opportunity for upsell offers when applicable. They also may be sent to customers based on personalized data indicating that the feature might be useful to the customer. Should the customer fail to renew, additional reminders may be sent after the deadline passes in an effort to salvage the account.

Management 106

Management Best practices Upselling Accountability 106

ChurnZero

DECEMBER 29, 2020

A relic from bygone days of old-school Account Management, QBRs are a classic, but not timeless, practice; one that feels perfunctory and misplaced in today’s always-connected, data-enriched landscape. The SaaS Debate: Who Owns the Renewal and Upsell? Not to be that person, but you kind of had to be there.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98