ProProfs Blog

MAY 9, 2019

Let’s see what an enterprise chat software can do for a business like yours. How to Grow Your Small Business With an Enterprise Chat Software? No wonder, consumers get frustrated when businesses don’t respond to their feedback online, positive or negative! Why Add Enterprise Chat Software to Your Business Website?

Enterprise 125

Enterprise Upselling Customer Support Sales 125

Totango

FEBRUARY 6, 2020

By paying attention to a few key customer success factors designed to help you thrive in today’s digital conditions, you can shape your entire enterprise around your customer’s needs and become an integral part of their future. Focusing on these customer success factors will help you operationalize customer-centricity across your enterprise.

Enterprise 92

Enterprise Customer centricity Metrics Upselling 92

SmartKarrot

OCTOBER 5, 2023

Businesses today strive to get growth from existing accounts and, the role of Enterprise Account Management has come to the forefront in that regard. It involves multiple roles and processes to manage the unique needs and challenges of enterprise clients, fostering relationships and ensuring customer growth.

Enterprise 10

Enterprise Accountability Management Upselling 10

SmartKarrot

NOVEMBER 24, 2023

In the dynamic realm of B2B, where every move counts, mastering the art of upselling is no longer a mere choice but a strategic imperative. In this discourse, we’ll unravel seven B2B upsell strategies that, in my experience, work wonders for boosting Net Revenue Retention (NRR) and fortifying customer relationships.

Upselling 10

Upselling B2B Education Analytics 10

Totango

AUGUST 16, 2022

Other types of apps that may support customer retention include software for dunning management, collecting user feedback, tracking customer loyalty and analyzing client behavior. Identifying customers in the market for upsell offers and referral invitations. Encouraging more significant product usage. Dunning Management: Profitwell.

Customer retention 98

Customer retention Upselling CRM SaaS 98

Totango

NOVEMBER 23, 2021

This, in turn, makes it difficult to intervene with customers who are at risk of churn, as well as challenging to spot upsell opportunities. You’re Having Challenges Collecting Customer Feedback. Customer feedback provides another important indicator of satisfaction and can offer an early warning of customers at risk of churn.

Upselling 91

Upselling CRM Revenue potential Feedback 91

Totango

FEBRUARY 6, 2020

By paying attention to a few key customer success factors designed to help you thrive in today’s digital conditions, you can shape your entire enterprise around your customer’s needs and become an integral part of their future. Focusing on these customer success factors will help you operationalize customer-centricity across your enterprise.

Enterprise 62

Enterprise Customer centricity Metrics Upselling 62

Totango

MAY 3, 2019

Plus, current customers are more likely to make major purchases or upsells. Record customer feedback and make sure management reviews it, as feedback provides invaluable data that can help you identify bottlenecks along the customer journey. Then, act upon that feedback. Always keep the customer experience in mind.

Enterprise 78

Enterprise Upselling Feedback Advertising 78

Nicereply

MARCH 16, 2022

Some treat Customer Experience as a synonym to Customer Success, others see Success and Support as part of the CX team, and still, others prefer it reports into Sales as a way to increase upsells and renewals. For example, a dedicated account manager and phone support for our highest value customers.

Sales 111

Sales Customer Experience Upselling Self service 111

Totango

NOVEMBER 25, 2020

Feedback metrics like NPS and CSAT scores. With the context provided by these data sets, your enterprise can make informed decisions on how to engage with customers in a personal, proactive manner. . Number of Accounts. Accounts with Open High Priority Tickets. Account Coverage. Financial data. Sales history.

CRM 107

CRM Upselling Metrics Accountability 107

Totango

AUGUST 14, 2020

Audience: When it comes to relaying feedback to internal stakeholders, what tools do you use to collect customer feedback, share it internally, and present it in a clear way? Collect & document feedback . Identify feedback provider and organization. As part of that we: . Map stakeholder type.

Accountability 155

Accountability Feedback Sales Upselling 155

Totango

MARCH 6, 2020

The feedback your VoC efforts provide are the unique perspective of your own customers, and the actions you take based on that feedback add value to their experience. To make the most of your Voice of Customer (VoC) data you need to know when to request, share, and use feedback in your daily workflows to impress and serve customers.

Best practices 93

Best practices Upselling Feedback Enterprise 93

SmartKarrot

SEPTEMBER 27, 2022

This can happen when customer success playbooks are tweaked to take cognizance of enterprise customers. Top 5 Reasons why Enterprise Customer Success is Different. SaaS (Software As A Service) companies need to know how enterprise customers are different. Here are the reasons why enterprise customer success is different.

Enterprise 10

Enterprise Accountability Management Revenue potential 10

Totango

MAY 10, 2022

In this blog, we’ll look at the essentials of a customer engagement strategy, particularly how to use it to engage enterprise clients. After considering what a customer engagement strategy is and its benefits, we’ll offer ten key tips for keeping enterprise executives and stakeholders engaged. Trials of upsell products.

Journey mapping 76

Journey mapping SaaS Enterprise B2B 76

Totango

JULY 8, 2021

Many of the companies we talk to today all have the same challenge: they are sick and tired of firefighting their customer accounts. With this system, alerts are automatically generated about any customer who requires attention – be it a customer with deteriorating health or an upsell opportunity that is set to renew soon.

Upselling 65

Upselling Accountability Customer retention Metrics 65

Totango

MARCH 4, 2022

When delivered manually, it may be handled by dedicated customer service agents or by other company representatives, such as account managers and customer success managers. In many cases, a dedicated customer success manager is assigned to an individual customer account. B2B customer service may be manual or automated.

B2B 91

B2B Customer Service Interactive Voice Response B2C 91

Totango

AUGUST 18, 2022

Assigning account managers. Activating accounts. It also promotes higher product usage, increases the likelihood of upselling purchases and encourages customers to become enthusiastic brand advocates. Close the loop with customers with negative feedback to help resolve issues before they get passed onto another team.

Journey mapping 92

Journey mapping SaaS Upselling Enterprise 92

Totango

APRIL 5, 2019

This could mean giving more attention to accounts that are in danger of churning or it could mean finding opportunities for upsells based on high usage rates. In the customer-centered approach to business , enterprises are no longer defined by sales and renewals. Gross upsell. Let’s take a closer look at each metric.

Metrics 72

Metrics Upselling Accountability Enterprise 72

Totango

FEBRUARY 23, 2023

Chris suggests that measuring customer health is one of the most important performance indicators to determine whether an account, a segment, or your overall portfolio is healthy or at risk on their journey to success. There might be a sponsor change at a customer account. Look at the inputs, weighting, and results regularly.

Metrics 83

Metrics Upselling Accountability Enterprise 83

Totango

MARCH 10, 2020

Prioritize Escalations and Cherish Feedback. Their overall goals and reasons for selecting your solution should be captured during the sales process and then built upon and shared among every team within your enterprise as they progress through the customer journey. Prioritize Escalations and Cherish Feedback.

Customer Experience 93

Customer Experience Upselling Feedback SaaS 93

Totango

SEPTEMBER 13, 2022

Expansion of product usage through upsells. Still, manual actions may be required for achieving certain objectives, particularly with high-touch accounts and for certain support tickets. Keep Your Playbooks Current by Measuring Impact and Incorporating Feedback. These include: Freemium to premium conversion. Onboarding.

SaaS 86

SaaS Upselling Best practices Customer retention 86

Revation Systems

JANUARY 18, 2023

DCS helps enterprises save time and money by reducing the need for traditional customer service methods, like phone calls and in-person visits. Read more about digital customer engagement and how enterprises can augment digital customer service with it. What is Digital Customer Service (DCS)? So what is DCS? Social media is used by 4.62

Customer Service 62

Customer Service Enterprise Self service Upselling 62

Totango

AUGUST 14, 2020

Customer success means creating data-driven engagements that provide ongoing value to the customer and growth opportunities to the enterprise. Ideally, this long-term partnership will see your customer reach milestones with your help, expand their use of your product, and upsell or cross-sell in other ways. The key word is “ongoing.”.

Enterprise 76

Enterprise Feedback Upselling Accountability 76

Totango

JANUARY 4, 2019

Customer expectations and demands on enterprises have never been so high, or so personal—especially for SaaS companies who are at the forefront of both the modern wave of technology and the new customer-centricity business model. Now more than ever, winbacks, upsells, renewals, referrals, and feedback cannot be passive items on a checklist.

Customer centricity 79

Customer centricity SaaS Marketing Enterprise 79

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. Gathering Valuable Insights Call centers generate a wealth of data and customer feedback. Ongoing coaching and feedback mechanisms.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

Callminer

SEPTEMBER 14, 2020

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. Their long-term role is also to make sure the call center is able to develop expertise, learn through the right feedback loops and test new approaches and features.

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. Gathering Valuable Insights Call centers generate a wealth of data and customer feedback. Ongoing coaching and feedback mechanisms.

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52

Totango

APRIL 2, 2021

Based entirely on customer feedback, they have never been influenced by analyst opinion or status as a TrustRadius customer. Totango is also helping us from a management perspective, allowing us to easily create dashboards on account risk/health, renewals, upsells, etc. What Our Customers are Saying.

industry standards 62

industry standards Upselling B2B Enterprise 62

SmartKarrot

MAY 12, 2023

In today’s highly competitive business landscape, managing and nurturing key accounts has become a critical aspect of organizational success. Key Account Management (KAM) is a strategic approach that focuses on developing long-term, mutually beneficial relationships with a select group of high-potential customers.

Accountability 10

Accountability Management Revenue potential Upselling 10

Totango

OCTOBER 20, 2022

CSMs act as the voice of the customer bringing user experience feedback to the product team. Customer success managers are critical at SaaS companies, where they help deliver results that promote subscription renewals and upsells. CSM role duties may vary by company. What Makes a Good Customer Success Manager? Problem-Solving.

Management 90

Management Upselling Coaching Best practices 90

Totango

DECEMBER 21, 2021

It also can create an opportunity for upsell offers when applicable. As with low usage patterns, you can set up an automated monitoring system to detect when customers drop below a target NPS number, triggering an appropriate message, such as a request for feedback or an offer of assistance. New Feature Announcements.

Management 105

Management Best practices Upselling Accountability 105

Totango

JANUARY 29, 2021

Successful customers become more likely to make cross-sell and upsell purchases. Keep your playbooks current through monitoring and feedback. Usage for key feature has dropped X% – make contact with the account. Low NPS from key contacts – review customer account and initiate follow-up. Escalation.

Best practices 79

Best practices Benchmark Upselling Accountability 79

ChurnZero

JANUARY 18, 2024

SaaS enables customers to trade the large capital expenditures associated with traditional enterprise software for smaller operating expenses: a lower cost of entry, and minimal IT infrastructure to manage. CCOs also advocate for user-centric design principles and may lead initiatives to test and refine products based on customer feedback.

Chief Customer Officer 52

Chief Customer Officer SaaS Sales Upselling 52

SmartKarrot

MARCH 20, 2023

Customer Success Manager, you’ll control the strategic and enterprise accounts’ post-sales customer experiences, including onboarding, product adoption, customer relationships & advocacy, renewal/expansion, and so on. creating and carrying out chances for upselling and expansion. expansion of brand-new goods.

Upselling 19

Upselling Enterprise Technical Support Finance 19

Totango

OCTOBER 1, 2019

Being a customer-centered enterprise means acting as a trusted advisor and helping your customers get greater business value from your product. For example, your customer needs to onboard two new employees while simultaneously working through an upsell with your sales team. Customer Journey Optimization 101 .

Enterprise 81

Enterprise Metrics Benchmark Upselling 81

Tethr

JULY 29, 2020

All touchpoints must be taken into consideration for a complete account of how your customer feels about your brand, your service and your products. Inside every channel, instances of customer effort, frustration, confusion and feedback are prevalent. Customer engagement doesn’t matter more in one channel than in another.

Brand ambassadors 66

Brand ambassadors Upselling Advertising Sales 66

Totango

OCTOBER 29, 2019

You’ll see how valuable these skills are when your customer success team drives retention, lowers churn, and collects customer feedback. Not only will your CS team solve customers’ problems, but they will also help customers have a voice within your company by sharing and acting on their feedback. 5: Collect Customer Feedback.

Upselling 61

Upselling Feedback Customer advocacy Accountability 61