Totango

NOVEMBER 27, 2023

The report also explains that advanced technologies, like AI and machine learning, also enhance the efficiency and impact of CS teams by: Extracting actionable insights from customer data to prompt customer-centric business decisions. Offer self-service functionalities through community and knowledge centers.

B2B 91

B2B CRM Enterprise Upselling 91

Callminer

JUNE 3, 2019

Speech analytics technology leaves no room for guessing. It also removes the potential for any internal bias, offering both agents and managers the peace-of-mind they need to ensure they’re holding each other accountable. The solution: You guessed it, speech analytics. Improper training leaves agents unprepared.

Best practices 140

Best practices Average Handle Time Analytics Coaching 140

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.

Feedback 83

Feedback Consulting Consulting Enterprise 83

DMG Consulting

AUGUST 10, 2023

These capabilities can help agents enhance and grow relationships with customers by suggesting upsells or new products. Real-time guidance applications leverage AI technologies to understand live conversations as they occur and use this information to deliver actionable alerts or recommendations to agents and/or supervisors.

Upselling 48

Upselling Scripts Average Handle Time Coaching 48

CCNG

OCTOBER 19, 2022

Zendesk, 2022) More than 70% of customers expect agents to have access to all information relevant to their account and query. Genesys, 2018) Customer Experience Technologies Find out what technologies CX leaders use By 2021, 15% of all customer service interactions will be completely handled by AI, an increase of 400% from 2017.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. He also sits on the board of Directors for CSPN.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Callminer

SEPTEMBER 14, 2020

Business analysts must stay up to date on the latest call center technologies and solutions that can optimize, automate and modernize call center operations. Learn more about how speech analytics can benefit your call center operation by downloading our white paper, 10 Ways Speech Analytics Empowers the Entire Enterprise.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Fonolo

OCTOBER 4, 2022

A skills-based call routing phone system will take several different factors into account when deciding where to queue a call, including the number that was dialed, the caller’s account details, and selections made by the customer in the IVR. Use analytics to monitor results. How does intelligent call routing work?

First call resolution 87

First call resolution Contact Center Interactive Voice Response Wait times 87

CustomerSuccessBox

JUNE 20, 2022

A customer succes software is specialized software that takes the customer data from your existing tech stack to provide you with a 360-degree view of your customers and their account health. Detect and Act on Upsell & Cross-sell Opportunities. Customer success effort is a complex function. Improve user onboarding.

Upselling 52

Upselling SaaS CRM Multi-channel support 52

SharpenCX

FEBRUARY 24, 2023

Make use of technology. But don’t rely on technology alone – make sure you have a human touch as well. How to Hyperpersonalize Customer Experiences Use data to understand your customers Make use of technology Support your agents Meet customers where they are Let’s take each of these a step further.

Banking 76

Banking Personalization Customer Experience Chatbots 76

Expivia

OCTOBER 27, 2020

We can look at speech analytics to see how much silence there is. Are you making your reps be in after-call work meaning, is there excessive memo-ing, excessive work that needs to be done on an account when sales are done? Technology can either hurt you or help you during your opening/intro/verification. Call Breakdown.

Upselling 97

Upselling Banking Scripts Interactive Voice Response 97

CustomerSuccessBox

APRIL 11, 2019

Some think that a CRM should suffice whereas others want to build their own dashboards on top of analytics tools. Customer Success delivers product adoption + retention + upsell. The overlaps happen only when they communicate during handoffs and upsells. However, Customer Success technology is young and evolving.

Upselling 80

Upselling CRM SaaS Customer advocacy 80

Totango

SEPTEMBER 1, 2022

Here we’ll show you how to update your SaaS QBR strategy to keep up with the latest technology and best practices. Then we’ll look at how digital technology has made the traditional QBR outdated and how AI is helping software providers increase the efficiency of SaaS QBRs. What Is a QBR in SaaS? Reimagining the SaaS QBR .

SaaS 97

SaaS Journey mapping Upselling Best practices 97

Totango

FEBRUARY 9, 2022

Knowing how to use technology to optimize your contract renewal process can increase your retention rates and your revenue. In this article, we’ll discuss five essential technology tools you can use to automate your contract renewal procedures. Contract renewal automation depends on the efficient use of the right technology.

Customer retention 93

Customer retention SaaS Best practices Upselling 93

Totango

AUGUST 9, 2022

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. You can then pursue segmented responses based on how healthy their accounts are.

Best practices 99

Best practices B2B Journey mapping Upselling 99

SmartAction

OCTOBER 25, 2023

Join me as we dive into why leveraging conversational AI in the voice channel cannot be ignored or underestimated and why businesses should seize the opportunity to invest in this transformative technology. These channels offered apparent advantages in terms of scalability, cost-efficiency, and data analytics.

Interactive Voice Response 90

Interactive Voice Response Customer Service Virtual Agent Self service 90

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. Remember to consider the following technological aspects. Why are Call Centers Important?

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

CustomerSuccessBox

JUNE 22, 2021

An account health score is a value that indicates the long-term prospect for a customer. every stage, you need some kind of a health score to evaluate the status of the account and decide how you would engage with the account to take it ahead in the journey. A SaaS customer goes through onboarding, retention, and upsell.At

Accountability 52

Accountability Upselling B2B SaaS 52

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

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. Remember to consider the following technological aspects. Why are Call Centers Important?

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52

Totango

JUNE 17, 2021

Here we’ll discuss what it means, different ways you can do it, and how to leverage technology to apply it effectively. And we’ll reveal pro tips for leveraging customer segmentation using today’s technology. This can help indicate whether an account is tending toward churn or renewal and what corresponding action should be taken.

B2B 71

B2B Accountability Journey mapping Sales 71

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

ChurnZero

AUGUST 14, 2020

They focus on opportunity management – like the manual activities that typically exist within accounts. Get direct access to CRM data, such as accounts, contacts, opportunities, cases, subscription data (renewal date, license count, total contract value, etc.) Product Analytics Software. What is product analytics software?

CRM 87

CRM Finance Upselling Accountability 87

Totango

SEPTEMBER 17, 2021

We’ll also consider how technology can help you optimize a freemium model to maximize its advantages and minimize its weaknesses. 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.

SaaS 74

SaaS Best practices Upselling Journey mapping 74

CustomerSuccessBox

FEBRUARY 23, 2022

Optimize your Frameworks and Analytics. These two are the pillars of successful customer success functions: analytics and frameworks. Are you proactively developing a plan to enhance the adoption of your technology based on the data you have? This is due to the fact that technology changes on a daily basis.

Journey mapping 52

Journey mapping SaaS Upselling Accountability 52

JustCall

MARCH 28, 2023

The customer service landscape is experiencing a radical transformation, driven by emerging technologies, increasingly savvy consumers, and evolving demands. Agile Methodologies in Customer Service Integrating agile methodologies into customer support teams can make them more accountable for business outcomes.

Customer Service 52

Customer Service Chatbots Analytics Upselling 52

aircall

FEBRUARY 6, 2023

As a direct response to increased customer expectations and greater affordability of advanced digital technologies, co nversational CRM has grown in popularity. It combines a whole host of different technologies converging around a single focus: the end customer. Chatbots are another helpful tool.

CRM 62

CRM Sales Chatbots Upselling 62

Totango

DECEMBER 28, 2020

Invest in the right customer success technology partner. Take advantage of Cisco incentive payouts (offset technology costs). Invest in the Right Customer Success Technology Partner . By choosing a customer success technology partner, you can knock out more than half of the requirements for cx certification in one place.

Best practices 79

Best practices Upselling Analytics Technology 79

CSM Practice

FEBRUARY 24, 2020

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. Average Revenue Per Customer = Total Revenue / Number of Accounts.

Metrics 52

Metrics Upselling SaaS Accountability 52

Totango

AUGUST 25, 2022

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. For example, you can: Extend premium upgrade offers to freemium customers. Evolve Your Service.

SaaS 96

SaaS Upselling Metrics Journey mapping 96

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

ChurnZero

JANUARY 18, 2024

1: Chief customer officer at Semrush Semrush is a marketing technology company best known for its SEO tools. Collaborate with sales and account management teams to identify and pursue upsell and cross-sell opportunities for other software products and professional services.”

Chief Customer Officer 52

Chief Customer Officer SaaS Sales Upselling 52

JustCall

MARCH 6, 2023

Over time, this leads to retention, upselling and overall brand satisfaction. Technology can help, as well as reduced paperwork. Technology also plays a role. – Out of date technology. Or the need for upselling could be uppermost. This monitoring helps to ensure that CSAT levels keep rising.

Call Center 52

Call Center Abandon rate Metrics Upselling 52

JustCall

NOVEMBER 24, 2022

The data is mined and analyzed for insights by an array of technological tools such as sales intelligence software integrated with CRM and predictive AI. Technological Data. This can throw up opportunities for further sales, upselling or simply for information about other sales prospects. The Elements of Sales Intelligence.

Sales 52

Sales Marketing B2B CRM 52

Global Response

DECEMBER 23, 2022

If you’re outsourcing your customer service to an expert team, your software choices will be easy—your provider will already have best-in-class technology, and an expert team to manage, use and streamline it to provide effective and quality service for your company.

Call Center 62

Call Center Interactive Voice Response call center software Contact Center 62

Interactions

JULY 24, 2019

In addition, inaccurate orders cost time and money, and missed upsell opportunities are countless. Guest Ordering : Seamlessly integrate your existing back office technology–including POS, CRM, rewards, digital menus, and more with our Conversational AI. Reporting and Analytics : Use your data to do more and serve more.

Upselling 54

Upselling Wait times Engineering Analytics 54