CCNG

OCTOBER 19, 2022

Oracle, 2011) Businesses have a 60 to 70% chance of selling to an existing customer while the probability of selling to a new prospect is only 5% to 20%. Oracle, 2011) Customers who had a very good experience are 3.5x Oracle, 2011) 79% of consumers who complained are still not happy with the way their complaints are handled.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Beyond Philosophy

NOVEMBER 10, 2014

In the United Kingdom, the NCSI portfolio earned a return of 59 percent from April 2007 to June 2011, and the FTSE 100 had a negative return of 6 percent.” Your existing customers are far easier to upsell. By comparison, the S&P 500 returned only $93, a 7-percent loss.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Vonage

JULY 3, 2018

To illustrate this point, he recalled the summer of 2011, when Netflix decoupled its DVD business and its streaming business while, at the same time, increasing the price of its subscriptions. Success is also about mistakes. True customer success is how you react when you make a mistake,” Kirk says. Subscribers left and stocks went down.

Upselling 81

Upselling Customer centricity Metrics Technology 81

Squelch

DECEMBER 17, 2019

Since 2011, The Cloud Awards program has sought to champion excellence and innovation in cloud computing. . – December 17, 2019 – Squelch, Inc. , Entries are accepted across the globe and multiple industry sectors. Squelch has been shortlisted in the category of “Most Innovative Use of Data in the Cloud” for the 2019-20 awards. “By

Upselling 80

Upselling SaaS Best practices Customer Support 80

Fonolo

FEBRUARY 14, 2019

In a 2011 Study from the University of Maryland, researchers found that burned-out CSRs were much more likely to retaliate against customers in subversive ways. A drop in agent productivity or performance is one tell-tale sign of burnout. Absenteeism and Adherence to Schedule.

Agent burnout 80

Agent burnout Call Center Gamification Contact Center 80

Squelch

JULY 30, 2019

The SaaS Awards is a sister program to the Cloud Awards, which was founded in 2011. By empowering these heroes with the right information at the right time, we help create a foundation of confidence that can be measured in both employee and customer satisfaction. About the SaaS Awards.

SaaS 40

SaaS Upselling Enterprise Customer Support 40

Amity

MAY 17, 2016

"When Customer Success is blended with pricing negotiations, upsells, cross-sells and contract renewals, trust and advocacy are tarnished." Moxtra - (Score = 2011). In this article, Tim Schukar suggests a scalable Customer Success structure. " • The Anatomy of Customer Success: Team Structure and Goals.

Real estate 65

Real estate SaaS Upselling Sales 65