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. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

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%. Marketing Metrics, 2010) Increasing customer retention rates by 5% increases profits anywhere from 25% to 95%. and 66% would trust other consumer opinions posted online.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Education Services Group

SEPTEMBER 19, 2022

According to TSIA , we’ve gone from just 10% of CS organizations responsible for expansion as part of their charter in 2015 to 61% in 2022, and they expect that number to continue rising. upsell, and cross-sell. Studies show that businesses benefit greatly when Customer Success gets involved with these activities.

Upselling 52

Upselling Sales Marketing Technology 52

Amity

FEBRUARY 24, 2016

• The Link Between Customer Success, Retention, and Upsells. Satisfied customers will have a positive impact on your bottom line because creating brand advocates leads to renewals and upsell opportunities. In this classic, Lydia Hornick explains how you can turn repeat customers into your bestfriends.

Upselling 48

Upselling SaaS Best practices Customer retention 48

Lumoa

NOVEMBER 29, 2021

Forrester’s report “Customer Experience Drives Revenue Growth” showed that customer experience leaders achieved compound average revenue growth of 17% over five years. Bain & Company’s analysis in 2015 showed that customer experience leaders grow revenues 4% – 8% above their market. To do this, build hypotheses.

Customer Experience 103

Customer Experience Metrics Feedback Banking 103

ChurnZero

FEBRUARY 4, 2022

If both organizations have a customer success team, its leaders will need to figure out how to blend the functions together and identify synergies. What synergy really means is additional money from cross-sells and upsells as a result of integrating two companies,” says Kristen. Customer retention.

Metrics 98

Metrics Consulting Consulting Best practices 98

Lumoa

JULY 10, 2018

Forrester’s report “ Customer Experience Drives Revenue Growth ” showed that customer experience leaders achieved compound average revenue growth of 17% over five years. Bain & Company’s analysis in 2015 showed that customer experience leaders grow revenues 4% – 8% above their market. To do this, build hypotheses.

Customer Experience 121

Customer Experience Metrics Banking Feedback 121