Totango

NOVEMBER 23, 2021

Your CRM Can’t Handle Your Workload Anymore. If you’re using your customer relationship management tool as a customer success platform instead of using a dedicated CS tool, you’ll eventually reach a point where your workload exceeds what your CRM can handle. CRM tools are great at what they’re designed for.

Upselling 92

Upselling CRM Revenue potential Feedback 92

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

ShepHyken

SEPTEMBER 20, 2019

Customer Success / Account Management – Outside of support, this team interacts with customers the most frequently. Teams should integrate support software with development tools, sales tools including CRM technology, and marketing communication tools. Walk in your customer’s shoes for a moment.

B2B 268

B2B Customer Support CRM B2C 268

Babelforce

APRIL 21, 2021

Each group had to handle a specific number of customer accounts) Built shared workspaces designed to help reps collaborate openly Implemented an instant messaging platform that enabled in-call collaboration. You just need to connect your CRM with your contact center software. 4 Use conversational AI. Bell Canada managed to do this.

Call Center 52

Call Center Contact Center Interactive Voice Response CRM 52

Totango

NOVEMBER 25, 2020

Here are just a few examples: . Number of Accounts. Accounts with Open High Priority Tickets. Account Coverage. Equipped with this knowledge, CS teams can create more opportunities for upsells/expansions, as well as reduce churn rates. . Why CRM Data Visualization is Not Enough. Surface Customer Insights.

CRM 108

CRM Upselling Metrics Accountability 108

JivoChat

JUNE 9, 2021

Consider an example: A chatbot on a website might ask a visitor what business service or product they would like to learn more about. Apple’s Siri, Microsoft’s Cortana, and other virtual assistants are advanced examples of AI chatbots. Upsell and cross-sell. Why is Chatbot Marketing Important? Conduct surveys. Source: Jenny.

Chatbots 52

Chatbots Marketing Upselling Surveys 52

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. Automate mundane tasks for Maximum Efficiency. Improve user onboarding.

Upselling 52

Upselling SaaS CRM Multi-channel support 52

ChurnZero

AUGUST 14, 2020

Customer Relationship Management (CRM) Software. What is a CRM? CRMs primarily function as a relationship information database. They focus on opportunity management – like the manual activities that typically exist within accounts. Examples: Salesforce , HubSpot , Netsuite , and Copper. . Who owns it?

CRM 87

CRM Finance Upselling Accountability 87

CustomerSuccessBox

APRIL 11, 2019

Some think that a CRM should suffice whereas others want to build their own dashboards on top of analytics tools. Sales delivers customer acquisition vs. Customer Success delivers product adoption + retention + upsell. The overlaps happen only when they communicate during handoffs and upsells. Level 1: CRM + Excel.

Upselling 80

Upselling CRM SaaS Customer advocacy 80

CustomerSuccessBox

FEBRUARY 7, 2022

And it calls for customer success software which is a higher version of customer relationship management software – CRM, that is curated to gauge specific goals of driving success, and especially to cater to SaaS businesses. For example- chats, calls, emails, self-service, messaging, etc. This is what we call CRM software.

Management 52

Management Customer advocacy CRM Upselling 52

JustCall

DECEMBER 7, 2022

For example, ARR for a 5-yearly contract worth $100,000 would be $20,000. Annual revenue per user or account (ARPU/ARPA). It is the mean revenue from customer/account/product/service/geography over a specified period. For example, if a salesperson bags 20 out of 40 quoted deals, his win –rate is 50%. Churn Rate.

Analytics 52

Analytics Sales CRM Metrics 52

Babelforce

APRIL 6, 2022

This is a system that integrates all the software you use, such as CRM or helpdesk, with your phone lines or VoIP technology. Here’s an example of how it works: The CTI system identifies the phone number of incoming calls. It then runs a real-time search of tools such as your CRM or Help Desk to match this number to a customer account.

Self service 52

Self service Interactive Voice Response CRM Call Center 52

Calltools

OCTOBER 19, 2022

Your values might include accountability, respect, and customer service. Add notes to your CRM or contact center software during and after each call. Upsell and cross-sell products to increase holiday contact center revenue. For example, you could include a link to a private messaging system on your intranet pages.

Contact Center 52

Contact Center Gamification Upselling Scripts 52

Totango

OCTOBER 20, 2022

Customer success managers are critical at SaaS companies, where they help deliver results that promote subscription renewals and upsells. They should be comfortable performing sales functions such as encouraging subscription renewals, upselling, and cross-selling. What Makes a Good Customer Success Manager? How did you resolve it?

Management 91

Management Upselling Coaching Best practices 91

Nicereply

APRIL 30, 2020

Cross-sell & Upsell, but first, answer the query. One of the good upselling models could be to offer the try something for free (limited time). For example, a user called you with a problem that something is not working for him. Here comes a good upselling option. When can you upsell/cross-sell?

Sales 69

Sales Customer Service Upselling CRM 69

TechSee

JULY 17, 2018

For example, imagine that a customer would like to pay his electricity bill via the IVR. Instead of entering his account details, confirming his bill amount, and then entering the 12 digits of his credit card, expiry date, 3-digit security code, and confirming multiple times – he can simply upload an image of the bill and credit card.

Wait times 114

Wait times Interactive Voice Response Self service Call Center 114

CustomerSuccessBox

OCTOBER 21, 2021

This creates opportunities for upselling, reselling, & cross-selling. Let’s break it down with a simple example. Assume your company starts with 100 accounts at the start of the year paying you a million dollars. Even if you acquire new customers over the year, those 100 accounts should get you more than a million next year.

SaaS 52

SaaS Upselling B2B Benchmark 52

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. For example, Lumoa is the first customer experience platform to offer generative AI insights. You reach them where they are with the messages that resonate with them.

Feedback 83

Feedback Consulting Consulting Enterprise 83

CustomerSuccessBox

NOVEMBER 2, 2021

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. Example- account managers, CSMs, other champions, internal teams, etc to manage your team. Track their Account health early on. Both axes use a logarithmic scale.

SaaS 52

SaaS Customer retention Enterprise Accountability 52

CustomerSuccessBox

FEBRUARY 2, 2022

Extra Resource: How to do Effective account transitions in Customer Success. Find out who is: in charge of the key accounts, in charge of the team’s culture, and the innovator who is in charge of developing new processes and propelling the company forward. Yet they are frequently taken into account.

Upselling 52

Upselling Education Accountability Engineering 52

JustCall

NOVEMBER 25, 2022

Most sales intelligence software can be integrated with CRM. In such cases, sales intelligence can pick up cues that can lead to more sales and upselling. For example: Your sales pitch can be personalized. Enquiring about prices and discounts is one example. Examples of Buying Signals. It also uses predictive AI.

Sales 52

Sales B2B CRM Finance 52

GetFeedback

JANUARY 28, 2019

Combine NPS survey results with your CRM. Usually, this is stored in a customer relationship management (CRM) tool, like Salesforce. When you combine your NPS survey data with your CRM data, you can find patterns within segments of promoters and detractors that can help inform future decisions. For example: .

Surveys 98

Surveys CRM Upselling Analytics 98

Lumoa

AUGUST 8, 2023

According to Gartner research, leveraging the data obtained from direct customer feedback can increase the chances of upselling and cross-selling by 15-20%. Try to ask questions for things that you aren’t already tracking in your CRM or other business tool, so that the information is important and the survey is kept light.

Surveys 83

Surveys Feedback Banking Best practices 83

Totango

MARCH 15, 2022

This enables your staff to support more customers per staff member instead of tying you down to a 1-to-1 ratio between customers and account managers. For example, if you have repeatable onboarding procedures, you can automate the vast majority of your onboarding. Data-syncing with other apps that use relevant data, such as CRM tools.

Best practices 96

Best practices Enterprise Upselling Scripts 96

Global Response

DECEMBER 23, 2022

The call options may be around selections such as preferred language, type of account, reason for calling, or other variables. In addition, some IVR systems allow you to set pre-recorded answers for things like store hours, billing and fulfillment questions or account issues, allowing the customer to get the solutions they need on their own.

Call Center 62

Call Center Interactive Voice Response call center software Contact Center 62

JustCall

AUGUST 7, 2023

If you’ve got a customer base that wants to manage their accounts or get account-specific information independently, conversational AI is the right fit for your brand. One great example of a chatbot that can double up as a 24×7 digital concierge for guests is Rose, by The Cosmopolitan Hotel in Las Vegas.

Sales 52

Sales Chatbots Self service Accountability 52

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. It never forgets business rules and never misses a chance to make an upsell.

Upselling 54

Upselling Wait times Engineering Analytics 54

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. For example, chatbots can provide tech support and help to troubleshoot common user problems. AI chatbots are often used in tandem with a CRM system.

Chatbots 52

Chatbots Interactive Voice Response Telecommunications Self service 52

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

JustCall

FEBRUARY 25, 2020

A well-stacked tech stack for financial services should comprise key categories like Communication, Helpdesk and Shared Inbox, Accounting, CRM and Product Management. For instance, updating clients regarding accounts and transactions, newly introduced features of the product in the market or new investment opportunities.

Finance 59

Finance CRM Accountability Sales 59

JustCall

FEBRUARY 11, 2022

Upselling, and cross selling products and sellers. Key Account Manager: A key account manager is an entry level to mid level sales job. One of the main objectives of a key account manager is to develop trust relationships with clients so they don’t end up turning to competition.

Sales 52

Sales B2C call center software B2B 52

SmartAction

SEPTEMBER 16, 2020

Here’s a few examples we support, so you can understand how diverged they can be: (1) natural language greeting + intent capture + authentication + routing (2) reservations (3) emergency roadside assistance (4) order management (5) scheduling appointments (6) account management (7) collections, etc. A good example is AAA.

Virtual Agent 87

Virtual Agent Self service outsourcing Call flow 87

Taylor Reach Group

MARCH 10, 2020

While the roles may vary widely in their level of accountability, breadth across the organization, or channels (web, store, mobile, call center, etc.), Evolved organizations have been able to foster a CX culture where each and every employee feels accountability for it. they aim to improve the client experience in some way.

Customer Experience 123

Customer Experience Journey mapping Customer retention Call Center 123

CustomerSuccessBox

JUNE 8, 2022

Either they’re not getting the right results, or they’re struggling with, you know, showing value internally struggling with earn struggling with upselling, actually, I would say that that’s my forte, like value management to customers and increasing upsell. You want to do customer logo churn rate and numbers.

Management 52

Management Upselling Accountability Metrics 52

JustCall

MARCH 6, 2023

Over time, this leads to retention, upselling and overall brand satisfaction. It could be very important to reassure high-value consumers, or example. Or the need for upselling could be uppermost. 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

JivoChat

APRIL 21, 2021

For example, if a website visitor responds to a canned question with, “I’d like to get a quote for service,” the chat can be automatically routed to a sales agent, who will continue the conversation. Live chat tools provide more upsell and cross-sell opportunities. CRM integration. Key Features to Look for in Website Chat Tools.

Chatbots 52

Chatbots Analytics CRM Sales 52

ChurnZero

JUNE 15, 2023

With less budget to go around, some SaaS companies are merging customer success and account management into one function that’s responsible for an account’s business strategy, product adoption, and value realization, as well as its renewal and expansion. CRMs are absolutely a must for automating and scaling sales operations.

CRM 96

CRM Sales Analytics Accountability 96