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? Top 4 Metrics Chief Customer Officers (CCOs) Must Know.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

JivoChat

JULY 29, 2021

Then we’ll share our list of the 11 best AI chatbot options for 2021. As users move through your site, chatbots record page visits, clicks, time on page, and other metrics that can help you offer a better user experience and increase conversions. 11Best AI Chatbot Solutions for 2021. Upselling functionality. Chatbot #1.

Chatbots 52

Chatbots Sales APIs Enterprise 52

JivoChat

JULY 25, 2021

Take a look at what we learned in our roundup of the 31 best WooCommerce plugins in 2021. With this information, agents can easily upsell, cross-sell, or share special offers with loyal customers. This app helps B2B customers manage their own accounts. Account details. Accepts eChecks with Intuit Payments account.

Sales 52

Sales Accountability Upselling B2B 52

Outsource Consultants

MARCH 29, 2021

Is sales revenue your sole focus in 2021? You can’t expect BPO agents dealing directly with customer complaints to maintain the same CSAT scores as those handling account upgrades, for example. Otherwise, you’re fighting for metrics that don’t drive business results for your brand. Targeting too many KPIs only adds confusion.

Management 76

Management Calibration Call Center Average Handle Time 76

Totango

MAY 10, 2022

Regular usage of accounts and product features. Trials of upsell products. Engaging decision-makers in discussions about performance goals and metrics provides a transparent, objective basis to demonstrate product value. Totango reduced client churn to 7% in 2021 by applying customer engagement strategies.

Journey mapping 76

Journey mapping SaaS Enterprise B2B 76

JivoChat

JUNE 15, 2021

With Shopify’s upsell and cross-selling apps , you don’t need a live customer service rep to boost your sales. The top apps in this category can help you display relevant products for returning customers and help you upsell to new customers. Used for: Post-purchase upsells. Used for: Upselling by offering free shipping.

Upselling 52

Upselling Analytics Sales Marketing 52

CustomerSuccessBox

DECEMBER 9, 2021

2021 passed away like a breeze but along with came a lot of lessons. In 2021, 91% of CS professionals stated their teams increased team numbers over the year. This takes into account the downgrades or upgrades with customer growth. Check your calendars, 2022 is just around the corner! Even we cannot believe it. 5) Expansion MRR.

SaaS 52

SaaS Benchmark Customer advocacy Upselling 52

ChurnZero

FEBRUARY 17, 2021

TSIA Resource: The State of Customer Success: 2021. ChurnZero Resource: Churnopedia – SaaS Metrics. Account Segmentation. ChurnZero Resource: Knowledge Hub – Customer Expansion, Upselling, and Cross-Selling for CS Teams. ChurnZero Resource: New Manager’s Guide for a Customer Success Strategy Implementation.

Best practices 78

Best practices Upselling Analytics SaaS 78

CustomerSuccessBox

JUNE 18, 2021

Account Manager Vs Success Manager – What is the difference between them? The blog helps you know how to differentiate between account manager and Success Manager on the basis of different features. Retention, Renewal, and Upsell Strategies. Strategies to Increase Upsell and How to do it the right way in 2021 ?

SaaS 52

SaaS B2B Customer retention Upselling 52

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

CustomerSuccessBox

JANUARY 2, 2022

Eventful years like 2020 and 2021 have challenged the old traditions pertaining to Customer Success (CS). The businesses, approaches, trends, focus areas, etc have evolved over time and more so after 2021. If there’s one metric that every B2B SaaS firm must measure is this one- NRR. This is crucial. Net Revenue Retention (NRR).

SaaS 52

SaaS Metrics Accountability Upselling 52

SmartKarrot

FEBRUARY 2, 2022

Customer success has evolved with time, and 2021 has seen the world cope with COVID-19 and adapt with resilience and strength. The webinar on ‘Customer Success: Learnings from 2021 and What Lies Ahead in 2022’ brought together an elite panel to shed light on customer success. Here are the top 10 key takeaways from the session.

Upselling 19

Upselling Best practices Sales Accountability 19

Totango

SEPTEMBER 17, 2021

A January 2021 survey by the Technology and Services Industry Association (TSIA) found that 55% of technology providers now use freemium offers. Creates Upsell Opportunities. A free version of your product gives your sales team an opportunity to extend an upsell offer. What Are the Pros of a Freemium SaaS Model?

SaaS 74

SaaS Best practices Upselling Journey mapping 74

TechSee

MARCH 7, 2019

In fact, Gartner predicts that by 2021, 25% of digital workers will use a VEA on a daily basis, up from less than 2% in 2019. When gamification is introduced into a contact center environment, agents compete to complete objectives and outpace colleagues in specific metrics such as hours worked and average speed to answer. Gamification.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

ChurnZero

OCTOBER 12, 2021

Announcing the Winners of ChurnZero’s 2021 ChurnHero Awards. In its second year, we’re excited to recognize ChurnZero customers in our 2021 ChurnHero Awards. In its second year, we’re excited to recognize ChurnZero customers in our 2021 ChurnHero Awards. Read below to learn about the awards and meet this year’s winners.

Healthcare 98

Healthcare Accountability Metrics Surveys 98

JivoChat

JULY 28, 2021

This post may help you zero-in on the best website chat app for your business — read on to learn more about the 15 best live chat apps in 2021. **The The 15 best live chat apps to boost sales and support in 2021. Upselling/cross-selling. Cross-selling and upselling. HubSpot live chat. SnapEngage. Multilingual chat.

Sales 52

Sales APIs Chatbots Enterprise 52

Quiq

JUNE 1, 2022

Validating purchases, offering product suggestions, and upselling/cross-selling should fall into your digital customer service strategy. million Americans shopped online in 2021 —and the number is growing every year—the digital customer experience is more important than ever. What is my account balance? What is my login?

Customer Service 77

Customer Service Interactive Voice Response Contact Center Chatbots 77

JivoChat

FEBRUARY 24, 2021

We asked 22 Shopify store founders and marketing experts to share their best tips for getting more Shopify sales in 2021. Add upsells and cross-sells at checkout. In Shopify, you can show upsells and cross-sells on a popup when a customer adds an item to their cart. Mandatory account creation. Website crashed.

Sales 59

Sales Advertising Marketing Personalization 59

ChurnZero

OCTOBER 12, 2021

Announcing the Winners of ChurnZero’s 2021 ChurnHero Awards Your Customer Success program is a telling datapoint when comparing great companies apart from their peers. In its second year, we’re excited to recognize ChurnZero customers in our 2021 ChurnHero Awards.

Healthcare 52

Healthcare Accountability Metrics Surveys 52

Quiq

JUNE 1, 2022

Validating purchases, offering product suggestions, and upselling/cross-selling should fall into your digital customer service strategy. million Americans shopped online in 2021 —and the number is growing every year—the digital customer experience is more important than ever. What is my account balance? What is my login?

Customer Service 52

Customer Service Interactive Voice Response Contact Center Chatbots 52

CustomerSuccessBox

FEBRUARY 28, 2022

Because a net retention rate above 100% means you are excelling in receiving repeat purchases, upsells, cross-sells, and expansions. Which is the key customer retention metrics to track?- It shows that any acorn can turn out to be a larger account as it started from an acorn. Gross Retention Rate or the Net Retention Rate?

SaaS 52

SaaS Best practices Enterprise Customer retention 52

SmartKarrot

SEPTEMBER 11, 2020

In-person events won’t resume for most until 2021. They found out that 82% of respondents plan to wait until 2021 or later to resume in-person events. Net Dollar Retention is more relevant than other churn metrics. Within a decade, we will witness a massive shift as software vendors use cloud services as their delivery model.

SaaS 10

SaaS Upselling Metrics Marketing 10

ChurnZero

MARCH 31, 2023

If the vendor has been smart enough to collect aggregate data about how its customers use the product or service, it can also offer useful benchmark metrics to bolster that guidance.” The billing platform Recurly tracked 1,900 subscription services in 2021 and 2022 and found the average customer churn rate is 5.6%. A case in point?

Benchmark 98

Benchmark B2B Accountability Consulting 98

Totango

JULY 19, 2021

In a 2021 survey performed by Totango, 43% of respondents reported spending more than 50% of their time working with marketing and 56% of respondents said they spend more than 50% of their time working with service and support teams. If you only check in with customers weekly or monthly, one representative can handle many accounts.

Upselling 123

Upselling Feedback Surveys Customer advocacy 123

ChurnZero

JANUARY 26, 2021

From technical support to renewals and upselling, this role might be one of the most confusing and misunderstood jobs in all of tech. . Finally, because this is a customer-facing tool, we won’t be using it to document internal strategies for engaging and growing a customer account. Simplicity is the name of Joint Success Plan game.

Management 98

Management Chief Customer Officer Upselling SaaS 98

ChurnZero

APRIL 27, 2021

Account expansion is often a more telling metric at this stage as those companies with high-growth potential will often see off-cycle expansion just a quarter or two into a new customer subscription – the proverbial land and expand. . All the typical SaaS metrics can be indicative of potential … though some less so at this stage.

SaaS 98

SaaS Metrics Sales Marketing 98

SmartKarrot

MARCH 8, 2022

Currently, she’s the Customer Success and Customer Support Manager at Ascent Cloud, Ashna has experience of over 7+ years in Customer Success and Account Management. Caroline was also named one of the Top 100 Customer Success Strategists for 2020-2021. Bhavika Kochhar. Catherine Blackmore. Dana is also a founding member of CS Insider.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

Integrity Solutions

MAY 23, 2023

Only 60% of sales teams and reps hit their annual quotas in recent years, and 69% of sales professionals agree their job is harder now than it was in 2021. Based on what we know about connection, you should prioritize existing clients (for upselling and cross selling purposes), past clients and potential referral partners.

Sales 92

Sales Coaching Brand ambassadors B2B 92