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

Fonolo

FEBRUARY 14, 2019

This is a staggering number, given that the average employee turnover rate in 2015 for all industries in the United States was 16.7 It’s important to monitor agents who see an increase in calls to management, missed upselling opportunities, and customer complaints, as these agents may be exhibiting signs of burnout.

Agent burnout 80

Agent burnout Call Center Gamification Contact Center 80

TechSee

JANUARY 29, 2019

Since 2015, computer vision has become more mature, with image recognition achieving significant improvements thanks to deep learning techniques, and in some fields even surpassing humans in the ability to recognize objects. Computer vision can be a force multiplier for adding more essential insights for customer upsells and cross sales.

CRM 164

CRM Personalization Self service Sales 164

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. Taking charge of expansion means owning direct revenue responsibilities like lead generation (all hail the CS Qualified Lead!),

Upselling 52

Upselling Sales Marketing Technology 52

Eptica

APRIL 18, 2016

Its latest data found that the total volume of telecoms and pay TV complaints decreased between Q3 and Q4 2015. While 61% of questions were answered online, this was just 1% higher than in 2015, and meant that telecoms ranked 7 th out the 10 sectors in terms of performance on the web.

Multichannel 49

Multichannel Customer Service Upselling Customer Experience 49

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. Expanding revenue from existing customers leads us to the topic of upsells.

Upselling 48

Upselling SaaS Best practices Customer retention 48

Comm100

NOVEMBER 2, 2020

It can help answer questions to simplify the onboarding process, get acquainted with your platform – and offer upsells and cross-sells when a customer is most likely to convert. . They can reach out and offer an upsell or a cross-sell. In 2015, Australia-based mobile carrier Tangerine added a B2C offering to its B2B products.

Chatbots 58

Chatbots Customer Service Banking Healthcare 58

Avaya

DECEMBER 1, 2016

An overwhelming majority of customers expect organizations to offer different channels to meet their needs, and make it easy to do so (Marcus Hickman, The Autonomous Customer 2015). Avaya IP Office Contact Center enables a midsize business to offer web chat, email and voice as an integrated, multichannel customer interaction strategy.

Customer Experience 57

Customer Experience Multichannel Interactive Voice Response Contact Center 57

CSM Magazine

NOVEMBER 7, 2018

Agents are trained to deal efficiently with calls, help customers navigate the website, assist them with form filling and check out, and to upsell products that the customer would have missed without the agent’s guidance. Live Customer Engagement technology is also a perfect tool for customers who have issues with an existing product.

SaaS 40

SaaS Upselling Chatbots Technology 40

ChurnZero

FEBRUARY 4, 2022

What synergy really means is additional money from cross-sells and upsells as a result of integrating two companies,” says Kristen. Kristen founded The Success League in 2015. If both organizations have a customer success team, its leaders will need to figure out how to blend the functions together and identify synergies.

Metrics 98

Metrics Consulting Consulting Best practices 98

Lumoa

NOVEMBER 29, 2021

Bain & Company’s analysis in 2015 showed that customer experience leaders grow revenues 4% – 8% above their market. But you can also think of how better customer experience leads to upsell opportunities, more recommendations, fewer complaints, and product support cases. To do this, build hypotheses.

Customer Experience 103

Customer Experience Metrics Feedback Banking 103

SmartKarrot

JUNE 12, 2020

At the 2015 conference, Jason Lemkin famously said that “Customer Success is where 90% of the revenue is.” Renewals, upsells, and cross-sells will help with customer success, which is why they will continue providing you with more revenue. ” This bold statement really does hold validity to it.

Sales 10

Sales Upselling Metrics Accountability 10

Lumoa

JULY 10, 2018

Bain & Company’s analysis in 2015 showed that customer experience leaders grow revenues 4% – 8% above their market. But you can also think of how better customer experience leads to upsell opportunities, more recommendations, fewer complaints and product support cases. The CX laggards achieved just 3% growth during the same period.

Customer Experience 121

Customer Experience Metrics Banking Feedback 121

ProProfs Blog

DECEMBER 4, 2020

Netflix (@netflix) July 22, 2015. Identify Opportunities to Upsell & Cross-sell. Both marketing and customer service teams can help you cross-sell and upsell that ultimately helps you boost your revenues. But the question is, how is marketing team helping your business upsell and cross-sell products? No, really.

Marketing 147

Marketing Customer Service Upselling Customer Support 147

SmartKarrot

MAY 13, 2020

How to identify customers/users appropriate for a cross sell or upsell? Another study by O’ Brien, 2015 concluded that there were 3 Primary information sources for measuring user engagement, with different characteristics: Self Reported: They pertain to questionnaires, surveys, interviews, app reaction cards, thinking aloud.

SaaS 10

SaaS Upselling Analytics Metrics 10

CCNG

OCTOBER 19, 2022

Nielsen, 2015) An average NPS increase by 7 points correlates with a 1% growth in revenue. CCMC, 2017) Commonly used practices in customer service, that consumers hate: misuse of automated phone technology e.g. no live person option, outsourcing service abroad, upselling, having to repeat information already given and talking too fast.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Eptica

SEPTEMBER 10, 2015

Date: Wednesday, September 16, 2015 Why aren’t organizations embracing digital customer service? Published on: September 16, 2015. Worries about upselling Particularly in the telecoms industry, companies are concerned that migrating customers from the telephone channel will cut off opportunities to upsell and cross-sell products.

Customer Service 76

Customer Service Multichannel Upselling Self service 76

CustomerSuccessBox

JUNE 15, 2020

Not a single person in 2015 answered “Where do you see yourself in 5 years” correctly. How do CSMs meet their upsell and renewal quota? But neither did several companies who had made detailed plans to achieve glorious heights in 2020. Covid 19 has thrown every company offtrack which have left teams around the world bewildered.

SaaS 64

SaaS Customer advocacy Construction Metrics 64

Eptica

DECEMBER 4, 2015

Date: Friday, December 4, 2015 Happy Holidays? Published on: December 04, 2015. Customers are not happy with service levels 35% of American consumers were dissatisfied with the experience they received online during November 2015. How good is retail customer service? part of the research. There were three key points: 1.

Multichannel 49

Multichannel Customer Service Upselling Contact Center 49

Solvvy

JULY 5, 2018

They became a public company in 2015, and they’ve continued to grow. In order to help customers engage with their products, answer their questions, and upsell them on paid features, Atlassian uses in-product automation. In a single quarter in 2017, the company added more than 4,000 new customers.

Self service 48

Self service Virtual Agent Sales Enterprise 48

C Space

AUGUST 15, 2018

AutoTrader’s 2015 Car Buyers Report in the UK found that 85% of car buyers don’t think that the car they purchased was the perfect car for them. When consumers can trust that a sales person is trying to help them (à la Tesla) rather than move product and upsell them, they feel more satisfied by their experience. EY it appears, agree.

Automotive 40

Automotive Advertising Sales Accountability 40

Talkdesk

AUGUST 20, 2015

Tincher presented a talk titled, “Driving Growth by Reducing Customer Effort,” for the Talkdesk Webinar Series on August 19, 2015. Poor service experiences not only decrease the likelihood of positive, loyalty-based outcomes – recommendations, upselling – they also increase the company’s churn rate and feed the customer bases of competitors.

Customer Experience 53

Customer Experience call center software Customer effort Call Center 53