Totango

NOVEMBER 27, 2023

When customers achieve their goals, businesses will see more subscription renewals and expansion revenue from upsell and cross-sell opportunities. Those insights empower CS teams to proactively deliver maximum value to customers, reduce churn risks, uncover accounts with high and low engagement, and maximize growth through expansion revenue.

B2B 92

B2B CRM Enterprise Upselling 92

CSM Magazine

DECEMBER 13, 2023

Lack of Cross-Sell and Upsell Capabilities This gap involves using strategies that integrate sales opportunities into customer interactions. Here’s how you can bridge this gap: Provide comprehensive training for customer service representatives that focus on cross-selling and upselling.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

SmartKarrot

OCTOBER 5, 2023

Account mining, or the practice of deepening relationships with existing customers to upsell or cross-sell, is the gold standard for sustained business growth. Let’s delve into this strategic playbook to maximize revenue through account mining. Let’s delve into this strategic playbook to maximize revenue through account mining.

Accountability 10

Accountability Upselling Journey mapping Feedback 10

CSM Practice

JULY 6, 2020

SaaS companies are now turning to their customer success teams as client health , retention, and expansion of accounts become new priorities. As customers only buy what they need, they also hold suppliers accountable for higher standards. Upsells is a basic form of account expansion. 3. Changing Customer Priorities.

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Practice

JULY 6, 2020

SaaS companies are now turning to their customer success teams as client health , retention, and expansion of accounts become new priorities. As customers only buy what they need, they also hold suppliers accountable for higher standards. Upsells is a basic form of account expansion. 3. Changing Customer Priorities.

SaaS 71

SaaS Upselling Accountability Sales 71

Call Experts

OCTOBER 5, 2023

Whether it’s a contact center for doctors or accountants , these customer service hubs are not merely cost centers but vital touchpoints for building and maintaining strong customer relationships. Are there any specific industry regulations or compliance requirements you must adhere to? Why are Call Centers Important?

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

Lumoa

APRIL 28, 2024

You can even find opportunities for cross-selling, upselling, or personalized promotions by using real-time insights and trends generated by AI. Medallia is known for its robust analytics and reporting capabilities, providing in-depth insights into customer feedback and trends. Lumoa is more specialized than Medallia and Qualtrics.

Feedback 83

Feedback Consulting Consulting Enterprise 83

Callminer

SEPTEMBER 14, 2020

Business analysts play an integral role in any industry, but they’re especially vital in call center operations. For instance, to improve key call center metrics such as first call resolution , business analysts may recommend implementing speech analytics solutions to improve agent performance management. AmraBeganovich. Kirk Chewning.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Call Experts

APRIL 8, 2024

Whether it’s a contact center for doctors or accountants , these customer service hubs are not merely cost centers but vital touchpoints for building and maintaining strong customer relationships. Are there any specific industry regulations or compliance requirements you must adhere to? Why are Call Centers Important?

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52

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

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

Interactions

JULY 24, 2019

With GXP, we’ve taken that expertise and experience and applied it to the Food Services industry to revolutionize digital ordering and guest care. It would seem that the restaurant industry would be booming, but in fact many struggle to keep up. Reporting and Analytics : Use your data to do more and serve more.

Upselling 54

Upselling Wait times Engineering Analytics 54

ChurnZero

FEBRUARY 17, 2021

Technology Services Industry Association (TSIA) has a library of 751 business challenges, which represent specific issues about which members go to seek assistance, guidance, or direction on. Account Segmentation. ChurnZero Resource: Knowledge Hub – Customer Expansion, Upselling, and Cross-Selling for CS Teams.

Best practices 78

Best practices Upselling Analytics SaaS 78

SmartKarrot

OCTOBER 25, 2023

In the dynamic world of business, the role of a Strategic Account Manager (SAM) goes beyond onboarding and tracking usage. Understanding their industry is just the starting point. Dive into the nuances – What are the industry trends? Who are the major players, and how does your client differentiate from them?

Accountability 10

Accountability Construction Upselling Education 10

Totango

SEPTEMBER 17, 2021

The freemium SaaS model , where you offer limited free use of your product to promote a premium version, has become common in the tech industry. The freemium sales model has become widespread in the SaaS industry. Creates Upsell Opportunities. But is it the best way to sell a SaaS product? Why is it so common?

SaaS 75

SaaS Best practices Upselling Journey mapping 75

Vcaretec

JUNE 6, 2022

Retailers also may have attrition during the season, likely around 15%, and that needs to be accounted for during the interview phase. Customer support representatives need to also have support, in the form of human resources, IT, and care analysts ready to on-board, offer technical support, and monitor your care analytics.

Customer Care 97

Customer Care Technical Support Upselling Analytics 97

CSM Practice

FEBRUARY 24, 2020

Guessing has no place in a changing customer success industry. 1. Average Revenue Per Account (ARPA). The Average Revenue Per Account is a profitability metric that assesses your company’s revenue per customer account, usually calculated on a yearly, quarterly, or monthly basis. 2. Annual Recurring Revenue (ARR).

Metrics 52

Metrics Upselling SaaS Accountability 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

Taylor Reach Group

MARCH 10, 2020

Companies are looking at customer insight, customer journey mapping, CSAT, customer acquisition, data analytics, culture and brand. While the roles may vary widely in their level of accountability, breadth across the organization, or channels (web, store, mobile, call center, etc.),

Customer Experience 123

Customer Experience Journey mapping Customer retention Call Center 123

JustCall

MARCH 28, 2023

Agile Methodologies in Customer Service Integrating agile methodologies into customer support teams can make them more accountable for business outcomes. Harnessing Data and Analytics for Customer Service Utilizing big data is the key to delivering exceptional customer service and fostering long-lasting relationships.

Customer Service 52

Customer Service Chatbots Analytics Upselling 52

Inbenta

MAY 16, 2022

In the last few years, the telecommunications industry has taken a significant hit in spending. But how exactly is the telecom industry adapting to the challenges of today’s market? This allows the AI to access account information on interests, previous purchases, and buying behavior of customers. Conclusion.

Chatbots 52

Chatbots Interactive Voice Response Telecommunications Self service 52

CSM Practice

FEBRUARY 12, 2020

Since existing customers are usually more willing to buy, companies typically offer additional solutions and features in the form of upsells and cross-sells. This may be after a year when customers have fully adopted the product and your interaction allows for account expansion. ?. Qualitative Data. Thinking Ahead.

Upselling 52

Upselling Customer centricity Sales Accountability 52

CSM Practice

OCTOBER 15, 2019

Here are some key concepts and practical approaches to renewal process optimization: 1. Set up the Quarter with Effective Analytics. Apart from early analytics, these are two other factors that make the process more effective: Renewals Operations Team. Practical Approach to Renewal Optimization. 3. Optimize Business Capabilities.

Benchmark 40

Benchmark SaaS Journey mapping Analytics 40

JustCall

MARCH 6, 2023

Over time, this leads to retention, upselling and overall brand satisfaction. Or the need for upselling could be uppermost. Analytics software can crunch the data to come up with insights for future plans. It is the performance of agents that leads to effective and efficient call center functioning.

Call Center 52

Call Center Abandon rate Metrics Upselling 52

CSM Practice

FEBRUARY 24, 2020

Guessing has no place in a changing customer success industry. 1. Average Revenue Per Account (ARPA). The Average Revenue Per Account is a profitability metric that assesses your company’s revenue per customer account, usually calculated on a yearly, quarterly, or monthly basis. 2. Annual Recurring Revenue (ARR).

Metrics 52

Metrics SaaS Customer retention Upselling 52

CSM Practice

FEBRUARY 24, 2020

Guessing has no place in a changing customer success industry. 1. Average Revenue Per Account (ARPA). The Average Revenue Per Account is a profitability metric that assesses your company’s revenue per customer account, usually calculated on a yearly, quarterly, or monthly basis. 2. Annual Recurring Revenue (ARR).

Metrics 52

Metrics SaaS Customer retention Upselling 52

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

JustCall

APRIL 3, 2023

Account management: The customer success team also manages customer accounts and ensures that they are getting the most value from your product or service. Renewals and upsells : Another important area of responsibility for the customer success team is driving customer renewals and identifying opportunities for upsells.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

CustomerSuccessBox

MARCH 31, 2022

With the tremendous growth in the SaaS industry, the job role of a Customer Success Manager (CSM) has become one of the most promising careers! SKILL #5 Analytical Skills. Having that information will help them move prospects closer to the renewals and upsells. Handling too many accounts in one go.

Management 52

Management SaaS Accountability Upselling 52

Inbenta

DECEMBER 14, 2021

Let’s take a look at 5 insurance chatbot use cases based on the key stages of a typical customer journey in the insurance industry. 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

Education Services Group

JANUARY 18, 2022

Even though Customer Success as an industry is hitting its stride and more CS leaders are earning a seat at the table, too many businesses still struggle to understand CS’s direct impact on their bottom line. We’re talking big picture, financial perspective data and analytics, baby! Renewal rates? Customer Health Scores?

Metrics 52

Metrics Upselling Analytics Sales 52

JivoChat

FEBRUARY 16, 2021

Check your visitor analytics for the average visit duration per page. Figures across a range of industries show that, on average, 88% of online shopping orders are abandoned: Shopping carts get abandoned for various reasons, such as: Extra costs (shipping, taxes) too high. Mandatory account creation. Personalize chat messages.

Best practices 52

Best practices Upselling Abandon rate Analytics 52

Lumoa

NOVEMBER 29, 2021

Insightful analytics is possible with modern technologies such as Lumoa that have machine-learning-based text analytics. Most organizations, that receive large amounts of customer feedback data, can buy text analytics solutions that help in making sense of the data and transform the chaotic customer voice data into structured info.

Customer Experience 103

Customer Experience Metrics Feedback Banking 103

TeamSupport

JUNE 15, 2020

The TeamSupport software allows companies to have a macro view of their business customer accounts with micro visibility into the individual contact history. Like I mentioned before, the TeamSupport software allows companies to have a macro view of their business customer accounts with micro visibility into the individual contact history.

B2B 64

B2B Self service B2C Customer Support 64

Totango

OCTOBER 29, 2019

Qualities of an ideal CSM include: Extensive product and industry knowledge. An understanding of how to apply the insights generated by analytics. If you only check in with customers weekly or monthly, one representative can handle many accounts. In 2019, most managers handled between 15 to 50 accounts. Onboarding.

Upselling 61

Upselling Feedback Customer advocacy Accountability 61

CSM Practice

APRIL 13, 2021

To add, a CSM has to have superior analytical skills to plan, execute, and lead a project successfully. Customer success managers often encounter obstacles and pressure in retaining and keeping numerous accounts. Upsell and cross-sell opportunities within that segment are not found through sheer luck. Challenges.

Management 52

Management Customer retention Upselling Accountability 52

Mindtouch

OCTOBER 23, 2017

According to major industry research firms (Gartner, Forrester, etc.), Renewals and upsells matter more. Companies are increasingly adopting subscription-based business models so customer renewals and upsell metrics beat any cost-saving KPI. Changing Interfaces and Channels.

Self service 65

Self service Upselling SaaS Customer Support 65