Lumoa

APRIL 28, 2024

They offer you one space where you can collect all the customer feedback, analyze it, report it, and adjust your cx insights strategy by collecting. You can even find opportunities for cross-selling, upselling, or personalized promotions by using real-time insights and trends generated by AI. Which Platform Fits Your Needs?

Feedback 83

Feedback Consulting Consulting Enterprise 83

Amity

AUGUST 30, 2018

Companies that don’t want to miss out on the trend of branding themselves as “customer-centric” might consider repackaging an existing team, like Account Management, as Customer Success. Account Management teams build relationships and align the value their products can bring with the customer’s goals.

Accountability 67

Accountability Management Upselling Customer centricity 67

Amity

JANUARY 20, 2017

Companies that don’t want to miss out on the trend of branding themselves as “customer-centric” might consider repackaging an existing team, like Account Management, as Customer Success. Account Management teams build relationships and align the value their products can bring with the customer’s goals.

Accountability 72

Accountability Management Upselling Customer centricity 72

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 156

Accountability Feedback Sales Upselling 156

CSM Magazine

DECEMBER 13, 2023

There are several ways you can bridge this gap: Conduct surveys, gather feedback, or analyze their reviews. Create a system that collects feedback regularly. Set up automated alerts for critical issues or trends based on real-time data. Use feedback to improve data systems and processes continuously.

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

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

NOVEMBER 25, 2020

Feedback metrics like NPS and CSAT scores. 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. . View and Act on Feedback. Financial data. Sales history.

CRM 108

CRM Upselling Metrics Accountability 108

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

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

Interactions

JUNE 24, 2022

Gartner’s Top Technology Trends for CSPs in 2022 highlights how Communication Service Providers’ (CSPs) customers are increasingly pushing for consistency and quality of experiences across the customer journey and life cycle, regardless of what channels or services they use. Handle product support inquiries and increase upsell opportunities.

Wait times 62

Wait times Self service Upselling Accountability 62

Totango

APRIL 2, 2019

Gather feedback. This is also a good time to add upsells to accounts that have high customer health scores. Health scores indicate which customers may be receptive to cross-sell or upsell offers and which ones might require extra attention from your success team. Gather Feedback. Automate tasks.

Journey mapping 106

Journey mapping Upselling Accountability Feedback 106

TeamSupport

MARCH 3, 2021

Proactive customer engagement accounts for more than a quarter (28%) of Support interactions and grew by 14% from 2019 to 2020. It’s not always about researching negative trends. The largest drivers were new customers, higher user adoption of product features, and more proactive outreach by Support. Learn more at TeamSuccess.com.

B2B 98

B2B Upselling Customer retention Customer Support 98

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

ChurnZero

MARCH 24, 2023

With the emergence of new technologies, market trends, and CS practices, the industry is abuzz with debate and discussion. For example, I was at a previous company where we thought we had churn down, and so we pivoted to comping our CSMs on CS-identified upsell. Everyone started looking at the dollars and focusing on these upsells.

Upselling 98

Upselling Metrics SaaS Sales 98

ChurnZero

MARCH 24, 2023

With the emergence of new technologies, market trends, and CS practices, the industry is abuzz with debate and discussion. For example, I was at a previous company where we thought we had churn down, and so we pivoted to comping our CSMs on CS-identified upsell. Everyone started looking at the dollars and focusing on these upsells.

Upselling 97

Upselling Metrics SaaS Sales 97

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

Callminer

SEPTEMBER 14, 2020

For instance, a call center business analyst might recommend implementing an interaction analytics solution for a collections and accounts receivables management (ARM) firm to ensure that call center agents meet compliance requirements for debt collection. Andrew Tillery. MAPCommInc. This data covers the following main aspects: Ease of use.

Call Center 182

Call Center Analytics First call resolution Metrics 182

SharpenCX

FEBRUARY 24, 2023

In a world where digital trends and mobile apps are the norm, many banks are still playing catch up. After analyzing consumer trends, banks can segment their customers based on their needs and preferences, and then target them with personalized products and services. Provide constructive feedback based upon call recordings.

Banking 76

Banking Personalization Customer Experience Chatbots 76

JustCall

MARCH 10, 2023

You can provide progress updates and ask for feedback to ensure that they are getting the support they need. Collect feedback from new customers about their onboarding experience and use it to refine the customer onboarding workflow. ” Allow guest checkout: Not all customers want to create an account before making a purchase.

Customer Support 40

Customer Support Feedback Upselling Accountability 40

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. Moving parts in Enterprise Account Management Enterprise Account Management is the central function within organizations tasked with managing and growing revenue with existing customers.

Enterprise 10

Enterprise Accountability Management Upselling 10

ClientSuccess

FEBRUARY 8, 2023

NRR : net revenue retention (NRR) is a great metric to view the high-level trending success of your customer success function, as it measures your total churn minus expansion revenue. Customer engagement : if your customers are quietly trucking along with no input, feedback, or questions, this could be a sign of low engagement.

Metrics 75

Metrics Upselling B2B SaaS 75

SmartKarrot

OCTOBER 25, 2023

In the dynamic world of business, the role of a Strategic Account Manager (SAM) goes beyond onboarding and tracking usage. Dive into the nuances – What are the industry trends? Feedback Loop They are more than just mechanisms to gauge satisfaction; they’re avenues for improvement, innovation, and deeper understanding.

Accountability 10

Accountability Construction Upselling Education 10

ClientSuccess

DECEMBER 21, 2021

Here is a rundown of some of the most critical customer success metrics to measure regularly: NRR: net revenue retention (NRR) is a great metric to view the high-level trending success of your customer success function, as it measures your total churn minus expansion revenue.

Metrics 100

Metrics Upselling B2B SaaS 100

Nicereply

APRIL 22, 2021

Asking for satisfaction feedback once the deal is won or lost can help shed a light on whether this was something that could’ve been addressed better or not. It’s simple to understand, easy to implement, and provides actionable feedback to improve operations. And for a good reason, too. Why measure CSAT in sales?

Sales 52

Sales Surveys Upselling Feedback 52

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 92

Management Upselling Coaching Best practices 92

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

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.) Track free-trial users for upsell opportunities to convert to paid users.

CRM 87

CRM Finance Upselling Accountability 87

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

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 81

Best practices Benchmark Upselling Accountability 81

CustomerSuccessBox

MAY 9, 2022

The pros (new customer ARR, upsells) and cons (no new customer ARR, no upsells) should be highlighted on this Customer Success dashboard (downgrades and churn). Customer feedback is the first and most obvious place to seek information on what your consumers think of your product or service. Voice of Customer. Customer service.

Metrics 52

Metrics Upselling Customer advocacy CRM 52

JustCall

MAY 4, 2023

Provide feedback to sales reps on their performance regularly. Foster a culture of accountability, transparency, and meritocracy within the team. Businesses can identify patterns and trends affecting their sales outcomes by analyzing the sales process, customer behavior, and team performance. How to track sales quota?

Sales 52

Sales Metrics Analytics CRM 52

JustCall

MAY 4, 2023

Provide feedback to sales reps on their performance regularly. Foster a culture of accountability, transparency, and meritocracy within the team. Businesses can identify patterns and trends affecting their sales outcomes by analyzing the sales process, customer behavior, and team performance. How to track sales quota?

Sales 52

Sales Metrics Analytics CRM 52

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. Image Source 2. train your chatbot to answer these questions and free up human agents to focus on more complex customer issues.

Sales 52

Sales Chatbots Self service Accountability 52

Totango

FEBRUARY 10, 2021

Incorporate customer feedback. Onboarding: actions your customer takes after purchase to become an active user of your product or service (such as activating their SaaS account and setting up their profile). For example, you might segregate all customers who have five or more users on their account.

Customer retention 86

Customer retention Journey mapping Benchmark SaaS 86

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). Here comes a good upselling option. When can you upsell/cross-sell? Listen and respond to negative feedback. But the story doesn’t end there.

Sales 69

Sales Customer Service Upselling CRM 69