ShepHyken

DECEMBER 7, 2023

In 2021, 57.4 million metric tonnes of e-waste were generated worldwide, and only a meager 17.4% With a typical computer’s lifespan ranging from 3-5 years in a call center setting, outdated equipment often ends up contributing to the ever-growing pile of global e-waste. of this was collected and properly recycled.

Call Center 146

Call Center Transportation Upselling Education 146

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

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

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

JivoChat

MARCH 15, 2021

It’s 2021 and if your business still isn’t offering a mobile-friendly experience, you’re behind—and with 87% of customers using mobile devices to make purchases, they’ll notice too. Train agents to upsell and cross-sell. Monitor customer service metrics. The result? Focus on the mobile experience.

Customer Service 52

Customer Service Multichannel CRM Upselling 52

ChurnZero

DECEMBER 29, 2020

The SaaS Debate: Who Owns the Renewal and Upsell? Whether Customer Success or sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. Top 4 Metrics Chief Customer Officers (CCOs) Must Know. And stay tuned for our next BIG RYG conference happening in fall 2021 (more details to come).

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

Quality Contact Solutions

OCTOBER 25, 2021

By Marcia Jenkins, Senior Operations Manager According to the 2021 Membership Marketing Benchmark report, it has been a challenging year for association membership. Metrics: You have to be able to measure results. Metrics provide essential information needed to evaluate the program from top to bottom in an easy-to-read report.

Telemarketing 98

Telemarketing Scripts Benchmark Upselling 98

Totango

MAY 10, 2022

Trials of upsell products. Engaging decision-makers in discussions about performance goals and metrics provides a transparent, objective basis to demonstrate product value. Promoting product usage increases the value clients derive from your product, increasing the likelihood of renewals, upsells, and referrals.

Journey mapping 76

Journey mapping SaaS Enterprise B2B 76

Outsource Consultants

MARCH 29, 2021

Is sales revenue your sole focus in 2021? Otherwise, you’re fighting for metrics that don’t drive business results for your brand. Sometimes one KPI will inevitably lower another, and KPI cannibalization is the act of setting success metrics that pull in opposite directions. Targeting too many KPIs only adds confusion.

Management 76

Management Calibration Call Center Average Handle Time 76

Totango

MAY 5, 2021

Once these metrics are recorded, you can use this information to proactively engage customers and meet their needs in a more personalized way. There are a variety of surveys and metrics you can use to measure these different elements. Anticipating which customers are viable candidates for upsell/cross-sell opportunities.

Customer Experience 118

Customer Experience Education Customer centricity Metrics 118

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. Access to Walmart seller metrics. Answer queries, offer upsells, and impress your customers by remembering their preferences.

Sales 52

Sales Accountability Upselling B2B 52

ChurnZero

FEBRUARY 17, 2021

TSIA Resource: The State of Customer Success: 2021. ChurnZero Resource: Churnopedia – SaaS Metrics. 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. Improve Customer Experience.

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. Net Promoter Score is a customer loyalty metric that tells businesses how strong customer relationships are and judge end-to-end experiences. Even we cannot believe it.

SaaS 52

SaaS Benchmark Customer advocacy 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

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

Nicereply

SEPTEMBER 21, 2021

Then, when chances to renew or upsell come along, customers aren’t interested because they feel like you haven’t delivered on your promises. Conversion rates are usually one of the primary metrics that businesses use to measure success. However, they often underestimate how UX design influences this vital metric.

Customer Experience 102

Customer Experience Self service Upselling Metrics 102

CustomerSuccessBox

JUNE 18, 2021

Retention, Renewal, and Upsell Strategies. Gross Retention Rate or Net Retention Rate- Which is the key customer retention metrics to track. Strategies to Increase Upsell and How to do it the right way in 2021 ? Learn how to lower Customer churn which is a major problem that requires immediate attention.

SaaS 52

SaaS B2B Customer retention Upselling 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. 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

CSM Magazine

OCTOBER 12, 2022

At the same time, the proportion of British consumers happy to self-serve complaints has dropped to 28% in 2022, down from 34% in 2021. Upskilling is upselling for agents – the art of a good conversation begins before the customer call itself, but with ongoing, open communication between management and the agents.

Coaching 52

Coaching Upselling Analytics Customer centricity 52

ChurnZero

JANUARY 22, 2021

So, you signed up for a Customer Success gig and now your boss wants you to upsell? Their customer asked to talk in November 2021. If I say that if they have an upsell conversation, they get a bonus or something like that, I’m going to get what I comp for. And expand? And have all those price increase conversations?

Sales 98

Sales Chief Customer Officer Upselling Metrics 98

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

Balto

AUGUST 3, 2022

Figure 7: “Drain on Resources” Agreement vs Contact Center Metrics Note: Responses have been converted to a 0-100 scale for comparison. In accordance with our results, they found that 75% of senior tech leaders expect their organization to spend more on technology and AI investments in 2022 than it did in 2021. 2021, January 11).

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

SharpenCX

MAY 16, 2022

Your outbound call center metrics should be tied to your overall organizational goals. You may choose to focus on these metrics, along with others that are more relevant to your business. And Officervibe’s 2021 State of Employee Engagement report found that 72% of employees think their manager could define clearer goals.

Contact Center 67

Contact Center Scripts Call Center call center software 67

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

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

Global Response

DECEMBER 21, 2022

Have regularly tracked metrics to measure customer satisfaction One of the best ways to measure if you’re meeting (or even exceeding!) customer expectations is by tracking a set of metrics regularly. Provide a discounted or compensated upsell for a subpar experience. Offer to replace or exchange their purchase with another item.

Feedback 62

Feedback Metrics Personalization Customer Experience 62

ChurnZero

OCTOBER 28, 2022

We have to think more strategically as an industry so that we can help our businesses scale and maintain those financial metrics like gross margin and EBITDA, that really matter when investors are looking at our companies. We spent a lot of time building up the one-on-one Customer Success model here. We’ve got to do things that scale.

Best practices 52

Best practices Chief Customer Officer Sales Upselling 52

aircall

MAY 28, 2021

Just under half of the people in the world are owners of smartphones as of 2021 (about 3.8 In 2021, projections show that about 67 million Americans will take advantage of a coupon via text on mobile phones. Check out these impressive stats that demonstrate why you need to improve your SMS strategy : .

Best practices 62

Best practices Sales Wireless Marketing 62

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.

Customer Service 77

Customer Service Interactive Voice Response Contact Center Chatbots 77

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

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. In 2021, this trend is gaining even more momentum.

Sales 59

Sales Advertising Marketing Personalization 59

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?- Meaning they have a good customer retention rate who are paying for subscriptions, have upsells and expansions as well. The burn rate is less.

SaaS 52

SaaS Best practices Enterprise Customer retention 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.

Customer Service 52

Customer Service Interactive Voice Response Contact Center Chatbots 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

CustomerSuccessBox

JULY 19, 2021

Hence, Customer Success Management together with a solid strategy results in a decreased customer churn, increased upsell opportunities, and renewals. These are Top Customer Success Statistics in 2021. As per a survey by SurveySparrow , although only 8% of the companies’ KPIs were NPS, 63.16% of companies use NPS as a success metric.

SaaS 52

SaaS Customer retention Surveys Chatbots 52

JivoChat

APRIL 16, 2023

dollars worldwide in 2021. This includes tracking key metrics such as page views, bounce rate, average session duration, conversion rate, etc. You can use personalization, cross-selling, and upselling tactics to encourage customers to purchase more. trillion dollars by 2026—a significant increase of 56% from 5.2 trillion U.S.

Analytics 82

Analytics Engineering Advertising Sales 82

CustomerSuccessBox

AUGUST 27, 2021

Onboarding Adoption Escalation Renewal Upsells Referrals. Expansion- Upsell and Renewal. Upselling in B2B SaaS is a strategy designed to sell a more feature-rich product edition to an existing customer. Upselling in B2B SaaS is a strategy designed to sell a more feature-rich product edition to an existing customer.

Upselling 52

Upselling SaaS B2B Metrics 52