Totango

AUGUST 9, 2022

This article will give you six best practices for optimizing your B2B customer segmentation. While customer segmentation predates digital technology, segmentation today relies heavily on digital databases and data analytics. Data analytics allows stored information to be scanned for patterns that reflect useful business intelligence.

Best practices 100

Best practices B2B Journey mapping Upselling 100

Totango

FEBRUARY 9, 2022

In this article, we’ll discuss five essential technology tools you can use to automate your contract renewal procedures. In a minimally proactive scenario, a company might assign individual account managers to email, text, or call customers at renewal time. In-App Promotions.

Customer retention 94

Customer retention SaaS Best practices Upselling 94

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 has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

CustomerSuccessBox

JUNE 20, 2022

Now that you’ve chosen to read this article, I suppose you are already aware of the weightage that the Customer Success function holds for your SaaS business. To do that, they need to: Track a dozen of complex metrics, Study analytics, Optimize the onboarding workflows, and Monitor the “n” number of other tasks.

Upselling 52

Upselling SaaS CRM Multi-channel support 52

SmartAction

OCTOBER 25, 2023

These channels offered apparent advantages in terms of scalability, cost-efficiency, and data analytics. Missed Opportunities: Beyond immediate customer dissatisfaction, the underinvestment in the voice channel meant missed opportunities for upselling, gathering valuable insights and building stronger customer relationships.

Interactive Voice Response 90

Interactive Voice Response Customer Service Virtual Agent Self service 90

Lumoa

APRIL 28, 2024

In This Article: Why You Need a Customer Experience (CX) Platform Platform Overview Which Platform Fits Your Needs? You can even find opportunities for cross-selling, upselling, or personalized promotions by using real-time insights and trends generated by AI. You reach them where they are with the messages that resonate with them.

Feedback 83

Feedback Consulting Consulting Enterprise 83

Totango

AUGUST 25, 2022

In this article, we’ll offer some tips for a winning customer engagement SaaS strategy. It increases customer satisfaction and loyalty, driving higher subscription renewal rates, reduced churn, and more sales from upsells and referrals. Extend upsell offers or referral incentives to customers with high satisfaction ratings.

SaaS 97

SaaS Upselling Metrics Journey mapping 97

Totango

SEPTEMBER 1, 2022

QBRs in SaaS usually involve business clients, particularly clients with larger accounts, requiring more attention. In general, QBR meetings help ensure that SaaS clients receive the value they’re paying for from their software provider, promoting higher subscription renewal, upsell, and referral rates. Reimagining the SaaS QBR .

SaaS 98

SaaS Journey mapping Upselling Best practices 98

Totango

SEPTEMBER 11, 2020

However, in a world where Customer Success teams often have dozens of accounts to care for, it can be challenging to fully understand the specific needs of individual client accounts and to find time to reach out to each client to meet those needs. . After all, as the old adage goes, “The customer is always right.”

Upselling 81

Upselling Enterprise Healthcare Metrics 81

Totango

JUNE 17, 2021

This criteria segments customers based on how many licenses an account is utilizing out of the total number available, an important engagement metric. This can help indicate whether an account is tending toward churn or renewal and what corresponding action should be taken. Account Status. Active Users. Customer Health Score.

B2B 71

B2B Accountability Journey mapping Sales 71

CustomerSuccessBox

FEBRUARY 2, 2022

Extra Resource: How to do Effective account transitions in Customer Success. If the acquired company doesn’t have a customer success function, you can show customer success value through this article: Customer Success as a profit center. Yet they are frequently taken into account. Drive a gentle upselling process.

Upselling 52

Upselling Education Accountability Engineering 52

Totango

AUGUST 21, 2020

Now with visibility across the account, they can easily see where there is risk, opportunity, health scoring for each part of their customer’s footprint and can easily see the broader account team ownership and domain specialists as OneSAP account team. Q: How did SAP manage CS prior to the Totango deployment?

Upselling 115

Upselling Accountability Metrics SaaS 115

CustomerSuccessBox

NOVEMBER 2, 2021

Christoph Janz, a SaaS enthusiast, and a Venture Capitalist had published a brilliant article way back in 2014. The y-axis shows the average revenue per account (ARPA) per year. A churn you never accounted for, churn which is eating your portfolio like a termite. Track their Account health early on.

SaaS 52

SaaS Customer retention Enterprise Accountability 52

ProProfs Blog

AUGUST 14, 2020

But the moment you reach the checkout page, you realize that you don’t have an account and are requested to sign up now. While Google Analytics can help you access such data once collected over a certain time period, live chat gives you insight on real-time customer behavior. Live Chat Analytics to Better Understand Prospective Buyers.

Analytics 174

Analytics B2B Education Feedback 174

Totango

SEPTEMBER 17, 2021

Creates Upsell Opportunities. A free version of your product gives your sales team an opportunity to extend an upsell offer. You can use product analytics to gather vital business intelligence about what freemium users are doing with your product. appeared first on Best Customer Success Blog: Articles for Enterprise Growth.

SaaS 75

SaaS Best practices Upselling Journey mapping 75

Totango

FEBRUARY 23, 2022

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. Expansion : a satisfied customer increases their usage of your product and brand to include advanced features, upgrades, and upsells. Here, we’ll show you how to create your path to customer success.

SaaS 111

SaaS Journey mapping Upselling Best practices 111

Totango

MARCH 26, 2021

If you search Google, you’re likely to find every other article giving a slightly different opinion. In this article, we’ll paint a full picture that incorporates the latest technology and provides actionable advice for optimizing each stage of the customer lifecycle. Extend customers cross-sell and upsell offers.

SaaS 66

SaaS Best practices Upselling Education 66

Totango

DECEMBER 28, 2020

By proactively managing the customer lifecycle you can pinpoint when customers need help before they ask, identify growth opportunities before renewal time, be alerted to at-risk accounts in enough time to course-correct and more! Identifies at-risk customers and upsell opportunities quickly. Automates playbooks and email campaigns.

Best practices 79

Best practices Upselling Analytics Technology 79

Global Response

DECEMBER 23, 2022

In this article, we’ll break down the 8 types of software every call center needs, along with key features to look for. The call options may be around selections such as preferred language, type of account, reason for calling, or other variables.

Call Center 62

Call Center Interactive Voice Response call center software Contact Center 62

Lumoa

AUGUST 8, 2023

This article offers a comprehensive guide on how to analyze survey results efficiently, covering everything from the basics to advanced techniques, and provides actionable solutions to common challenges in customer feedback analysis faced by businesses today. Unlocking the power of VoC feedback is vital to the success of any business.

Surveys 83

Surveys Feedback Banking Best practices 83

Totango

SEPTEMBER 25, 2020

With many customer success teams responsible for dozens or hundreds of accounts, automation has become an important tool to not only provide great customer experiences and solutions to problems, but to scale customer success and increase value as well. . This especially extends to the world of customer success and retention.

Upselling 57

Upselling Enterprise Personalization Analytics 57

GetFeedback

AUGUST 16, 2018

Customer success can spot upsell opportunities, or prioritize red accounts that need extra love. We recommend distributing NPS surveys at key moments throughout the customer journey, like after a purchase, before an account renewal, or at set intervals (quarterly, yearly, etc.). Knowledge Base Article Helpfulness.

Metrics 79

Metrics Customer Service Surveys Self service 79

ShepHyken

SEPTEMBER 7, 2023

This week, we feature an article by Devin Pickell, Growth Marketing practitioner and head publisher of Do I Need SEO. Account management Offer workshops on relationship-building, active listening, and consultative selling for identifying upsell or cross-sell opportunities. He is also the head publisher of Do I Need SEO.

Customer centricity 338

Customer centricity B2C Feedback Upselling 338

GetFeedback

JANUARY 28, 2019

While the exact steps to analyze your NPS survey results will differ depending on the tools you use, I hope this article will get your brain churning in the right direction so that you can start digging deeper into your NPS data. Both of these insights depend on analyzing responses from customers using additional context. .

Surveys 98

Surveys CRM Upselling Analytics 98

CSM Magazine

APRIL 1, 2022

Demand planning can help businesses to identify opportunities for cross-selling and upselling, so that customers always have access to the products they need. You could also employ Azure-based analytics solutions to gain insights from your data. This prevents out-of-stocks and the frustration that comes with them. Consider the cost.

Customer Experience 52

Customer Experience Analytics Finance APIs 52

SmartKarrot

MAY 13, 2022

Scale the CS team to the needs of the business including, but not limited to, building capabilities around program strategy, solution-based selling, upsell, relationship building, identifying necessary roles & responsibilities needed to improve the customer experience (analytics, etc.).

Upselling 19

Upselling Customer centricity Best practices Accountability 19

CSM Magazine

JANUARY 4, 2023

These codes can provide a wealth of analytics on customer behavior, such as how many customers have used the code and how often. Most shoppers resent the presence of pushy salespeople, hovering around them, constantly trying to upsell them on seemingly superfluous items. To help with shipping info or account management?

Customer Experience 52

Customer Experience Analytics Upselling Banking 52

JivoChat

AUGUST 18, 2021

This article is your guide on how to improve customer experience in 2021. Chatbots can provide service at all hours, increase customer satisfaction, upsell customers, and even boost conversion rates. Review analytics. Create a free account today. Chatbots are a customer engagement tool that can support your CX team.

Customer Experience 52

Customer Experience Chatbots Customer retention Feedback 52

Lumoa

NOVEMBER 29, 2021

In this article, we explain the relationship between revenue growth and customer experience. Insightful analytics is possible with modern technologies such as Lumoa that have machine-learning-based text analytics. Is it possible to determine the ROI of customer experience, if so, how do you do that? To do this, build hypotheses.

Customer Experience 103

Customer Experience Metrics Feedback Banking 103

Pointillist

MARCH 22, 2018

JetBlue has in the past made as much as an additional $140million in revenue through its upsell program called ‘Even More Space.’. There are many such examples of B2C and B2B companies that are using upsell and cross-sell opportunities to generate profits. In this post, I take a detailed look at: What is upsell and cross-sell?

Upselling 71

Upselling Analytics B2B B2C 71

CSM Magazine

MARCH 27, 2020

It’s easy to see effects of bad customer service—one request slips through the cracks and you could be looking at a public battle on your social media accounts tomorrow. They want to improve the overall customer experience, from product creation to the upsell. Upsells additional products and features. ?. ?. Customer Service.

Customer Support 52

Customer Support Self service Feedback Upselling 52

aircall

JANUARY 29, 2021

Upselling and cross-selling . Practice with digital tools such as pulling up CRM information and other customer account data. Spend a little time searching for media articles and blogs that describe problems and solutions for call center training. Call center training encompasses many different areas. Product knowledge.

Best practices 62

Best practices Call Center call center software Morale 62

CustomerSuccessBox

JUNE 8, 2022

So they’re actually logging, using their Ft com access, are they reading articles? Uh, well, it’s called enterprise tools, but their administration platform, do let’s say, download analytics reports. And also you have to take into account the cultural differences as well. Do they follow topics?

Management 52

Management Accountability Personalization Enterprise 52

ChurnZero

JULY 12, 2019

Perhaps product problems, loss of a key user in the account, a bad use case… Sure, these are some reasons why customers may churn, but the reality is that your churn rate is deeply connected to the quality of onboarding journey your users go through. I’m creating this article in Google Docs. Proving value is linked to success.

Accountability 75

Accountability Metrics Education Marketing 75

CSM Practice

SEPTEMBER 19, 2017

One of the techniques that make a SMB engagement model successful, is the creation of automated triggers to flag out a client when they need help, are at risk, or ready for an upsell. The flagging process should be based on either predictive analytics if you have thousands of clients.

Upselling 49

Upselling Coaching Self service Enterprise 49

ProProfs Blog

DECEMBER 4, 2020

A great example of this is how Netflix is combining customer service and product promotions with its social accounts. The marketing team can do thorough audience research using tools like Google Analytics and social media analytics to compile data on existing customers and social audience such as: Age. Netflix and chill?

Marketing 147

Marketing Customer Service Upselling Customer Support 147

ShepHyken

JULY 1, 2022

This week we feature an article by Prabhjinder Bedi, Chief Growth Officer at Tech Mahindra Business Process Services. Over time, the AR category is likely to account for a considerable revenue share. Grow revenues & increase sales through upselling & cross-selling . Accelerated conversions while decreasing fallouts .

Airlines 184

Airlines Upselling Customer Experience Chatbots 184