ShepHyken

DECEMBER 7, 2023

This is noteworthy because energy costs can account for 5-20% of a call center’s operating expenses. In 2021, 57.4 Environmental Protection Agency notes that the transportation sector accounts for about 29% of total U.S. they use a staggering 3 billion kilowatt-hours of electricity annually. greenhouse gas emissions.

Call Center 146

Call Center Transportation Upselling Education 146

Totango

MARCH 26, 2021

Establish a relationship between your customer and their account manager. Extend customers cross-sell and upsell offers. Use in-app messages, email and phone surveys to extend cross-sell and upsell offers. Tactical goals: Guide your customer through the onboarding process as smoothly as possible.

SaaS 66

SaaS Best practices Upselling Education 66

CSM Magazine

DECEMBER 13, 2023

As a matter of fact, 49% of customers have left a brand due to poor customer service , as revealed in a study back in 2021. Lack of Cross-Sell and Upsell Capabilities This gap involves using strategies that integrate sales opportunities into customer interactions. Leverage customer data when creating cross-sell upsell recommendations.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

Quality Contact Solutions

MAY 13, 2021

Upselling to current customers has proven to be a productive and efficient way to increase the account and order size because an existing customer is the best prospect. Augment your team with outbound telemarketing services in 2021 and keep your internal sales team’s morale high.

Telemarketing 92

Telemarketing Healthcare outsourcing Upselling 92

ChurnZero

DECEMBER 7, 2023

With nearly 50% of their capacity spent on smaller accounts that accounted for around 10% of revenue, Smokeball ’s onboarding team felt overworked, and struggled to drive the most value during the onboarding process. Renewal / Expansion Hero: TruVideo Driving upsells and awareness with engaging in-app content. says Kevin.

Accountability 52

Accountability Upselling Sales Marketing 52

Callminer

FEBRUARY 23, 2021

New Challenges for Call Centers in 2021. Keep reading to see what is on the radar for 2021. ” – Snigdha Patel, Top 9 Contact Center Trends to Watch Out in 2021 , REVE Chat; Twitter: @REVEChat. And in 2021, that means more customers will connect to services remotely. “So, More Flexible Service Solutions.

Call Center 376

Call Center Technology Banking Contact Center 376

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? Rethinking the Quarterly Business Review (QBR). Customer Success vs. Sales.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

ClientSuccess

MAY 4, 2021

If you’re like most CSMs, it can sometimes feel as though months – even years – of working with a customer account can go by in a flash. As many customer success teams are looking to use 2021 as a reset for their processes and accounts, it may also be a good idea to use this year to revamp your planning workflows.

Journey mapping 52

Journey mapping Upselling Accountability Feedback 52

Quality Contact Solutions

FEBRUARY 26, 2021

Aurora, NE (February 23, 2021) Quality Contact Solutions has hired A-LIGN ASSURANCE, a third party independent audit firm to perform a SOC 2 audit. SOC 2 Type 1 certification will be completed by June 2021. SOC 2 Type II certification is expected to be completed by October 2021.

Telemarketing 52

Telemarketing B2C outsourcing Benchmark 52

Inbenta

JULY 29, 2021

Upgrades or upselling management. Chatbots can be used as a sales upselling tool to suggest additional services, upgrades and offer upsell promotions to travelers who have already booked a flight. In 2021, tables have turned and online check-ins account for 50% of all the airline check-ins and only 27% happen at the counter.

Airlines 88

Airlines Chatbots Upselling Self service 88

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. Don’t waste time pairing conflicting KPIs, such as setting a lower agent AHT goal with increased upsell targets.

Management 76

Management Calibration Call Center Average Handle Time 76

ClientSuccess

FEBRUARY 15, 2021

As a customer success professional in 2021, you understand the critical importance of strong, lasting customer relationships. Customer-centric service has emerged as one of the leading contributors to account renewals, recurring revenue, and upsells for SaaS-based organizations. . going to provide value to the customer?

Benchmark 59

Benchmark Upselling Accountability Customer centricity 59

ChurnZero

MARCH 18, 2022

But I don’t want to disincentivize my best CSMs from taking the hardest accounts. Their report shares the results from a survey of private SaaS companies which KBCM Technology Group’s software investment banking team conducted in June and July 2021. Source: 2021 SaaS Survey Results from KeyBanc Capital Markets.

SaaS 98

SaaS Metrics Enterprise Surveys 98

CustomerSuccessBox

JANUARY 10, 2022

In addition, a 32% increase in respondents said that the impact on revenue (89%), such as account expansion and upsell, was an important part of bonus rewards. In addition, a 32% increase in respondents said that the impact on revenue (89%), such as account expansion and upsell, was an important part of bonus rewards.

Management 52

Management Surveys Customer advocacy Accountability 52

Netomi

NOVEMBER 14, 2022

In today’s digital-first world, and an era of remote and hybrid workplaces, the number of SaaS solutions used by companies on a daily basis is overwhelming – in 2021, organizations worldwide were using an average of 110 SaaS apps! Preview in new tab. A personalized approach, for personalized resolutions.

SaaS 52

SaaS Multichannel Upselling Chatbots 52

Totango

DECEMBER 28, 2020

It’s so important that Cisco has created an entire program around it and is requiring all Cisco Gold Partners to complete the Customer Experience (CX) Specialization Certification by March 2021. Identifies at-risk customers and upsell opportunities quickly. There are two deadlines that need to be met by their partners in 2021.

Best practices 79

Best practices Upselling Analytics Technology 79

Totango

APRIL 2, 2021

out of 10 and more than 290 reviews on the site, Totango has earned four awards for 2021 from TrustRadius, including: . Totango is also helping us from a management perspective, allowing us to easily create dashboards on account risk/health, renewals, upsells, etc. With a TrueScore of 8.0

industry standards 62

industry standards Upselling B2B Enterprise 62

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

MAY 10, 2022

Regular usage of accounts and product features. Trials of upsell products. Promoting product usage increases the value clients derive from your product, increasing the likelihood of renewals, upsells, and referrals. Totango reduced client churn to 7% in 2021 by applying customer engagement strategies.

Journey mapping 76

Journey mapping SaaS Enterprise B2B 76

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

Calltools

OCTOBER 19, 2022

Your values might include accountability, respect, and customer service. Upsell and cross-sell products to increase holiday contact center revenue. 87% of contact center agents worked from home in 2021 — up from 19% in 2019. Upsell and cross-sell products to increase holiday contact center revenue.

Contact Center 52

Contact Center Gamification Upselling Scripts 52

ChurnZero

FEBRUARY 17, 2021

TSIA Resource: The State of Customer Success: 2021. Account Segmentation. ChurnZero Resource: Knowledge Hub – Customer Expansion, Upselling, and Cross-Selling for CS Teams. Top 20 Business Challenges for Customer Success According to TSIA. Best Practices for Creating Customer Success Capabilities and Organizations.

Best practices 78

Best practices Upselling Analytics SaaS 78

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

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

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

JivoChat

JANUARY 17, 2021

For instance, if you were processing month-end accounts and ran into difficulty with a transaction, you could request immediate “reactive” support via the live chat tool. Guiding shoppers towards a purchase or upselling with personalized offers. Live chat offers both proactive and reactive support. Resolving queries and building trust.

Best practices 52

Best practices CRM Customer Support Personalization 52

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. Net Revenue Retention takes into account, Revenue gained from renewals and upgrades, and Revenue lost due to churn and downgrades.

SaaS 52

SaaS Metrics Accountability Upselling 52

Education Services Group

JANUARY 18, 2022

From a financial or accounting perspective, they do technically differ slightly, but not in a way that affects how CS will use this metric. Customer Success organizations are rapidly evolving to take on revenue-generating activities like renewals, expansions, and cross-sell/upsell opportunities.

Metrics 52

Metrics Upselling Analytics Sales 52

TeamSupport

JUNE 15, 2020

The strategies we originally put in place for the remainder of 2020 and looking ahead to 2021 will have to be modified as the landscape changes. The TeamSupport software allows companies to have a macro view of their business customer accounts with micro visibility into the individual contact history. That is the case for any business.

B2B 64

B2B Self service B2C Customer Support 64

Inbenta

DECEMBER 14, 2021

According to a 2021 report, 50% of customers rank digital communications as a high priority (but only 17% of insurers use them). They can push promotions in a specific timeframe and recommend or upsell insurance plans by making suitable suggestions at exactly the right moment. Ask: Provide account access and support.

Chatbots 52

Chatbots Upselling Average Handle Time Analytics 52

Inbenta

MAY 16, 2022

From scheduling to account checks and top-ups, chatbots provide a way for customers to carry out a variety of service operations, without the need for a live agent. This allows the AI to access account information on interests, previous purchases, and buying behavior of customers. relevance 26.3%

Chatbots 52

Chatbots Interactive Voice Response Telecommunications Self service 52

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

CCNG

OCTOBER 19, 2022

Martech Alliance, 2021) Nearly half (48%) of survey respondents said the customer experience they deliver falls below or significantly below their customers’ expectations. Martech Alliance, 2021) Customer-obsessed businesses expect to be 7x more relevant to customers, 5x more likely a top provider of products, and 4x more profitable.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

JivoChat

JUNE 9, 2021

In fact, the global chatbot market is expected to see a compound annual growth rate of nearly 25% between 2021 and 2028. After the leads are qualified by the chatbot, a customer service agent or account executive can follow up. Upsell and cross-sell. Conduct surveys. Source: Jenny.

Chatbots 52

Chatbots Marketing Upselling 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 77

Customer Service Interactive Voice Response Contact Center Chatbots 77

JivoChat

AUGUST 18, 2021

This article is your guide on how to improve customer experience in 2021. Businesses and consumers have all kinds of ways to connect in 2021. Chatbots can provide service at all hours, increase customer satisfaction, upsell customers, and even boost conversion rates. Create a free account today. Smartphone apps.

Customer Experience 52

Customer Experience Chatbots Customer retention Feedback 52

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