CCNG

OCTOBER 19, 2022

Marketing Metrics, 2010) Increasing customer retention rates by 5% increases profits anywhere from 25% to 95%. CCMC, 2017) Customer Experience Metrics and Data Learn how to measure Customer Experience 21% of companies have developed their own KPIs to track customer experience. over the last two years, 2.4 IDC, 2022).

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Beyond Philosophy

NOVEMBER 10, 2014

Your existing customers are far easier to upsell. According to Marketing Metrics , you have a much higher probability to sell your existing customers than a new prospect, at 60 to 70% versus 5 to 20%, respectively. 26 October 2010. Sources: Digby, James. “50 50 Facts about Customer Experience.” Returnonbehavior.com.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. He also sits on the board of Directors for CSPN.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

inmoment

JANUARY 14, 2020

With two-thirds of companies currently competing on customer experience (nearly double the 36% that reported competing on customer experience in 2010), it’s no surprise that organizations are targeting CX initiatives as top priorities in 2020. . Choose the right metrics. Measurement is valuable, but not all metrics are useful.

Best practices 52

Best practices Metrics Upselling outsourcing 52

inmoment

JANUARY 14, 2020

With two-thirds of companies currently competing on customer experience (nearly double the 36% that reported competing on customer experience in 2010), it’s no surprise that organizations are targeting CX initiatives as top priorities in 2020. . Choose the right metrics. Measurement is valuable, but not all metrics are useful.

Best practices 40

Best practices Metrics Upselling outsourcing 40

Balto

AUGUST 3, 2022

Figure 7: “Drain on Resources” Agreement vs Contact Center Metrics Note: Responses have been converted to a 0-100 scale for comparison. Upselling and cross-selling were viewed as the least effective skills for garnering revenue — this is a prime coaching opportunity. Cross-Selling and Upselling: How They Differ Yet Work Together.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

SmartKarrot

MAY 14, 2020

Between 2000 to 2010: CRM, Web Channels, Mobile App . 2010: SaaS, 2013: Customer Success . The decade beginning from 2010 brought widespread adoption of the subscription based distribution model of software and hence the SaaS industry started booming in this period. Conclusion .

SaaS 10

SaaS Upselling Customer retention CRM 10