Totango

AUGUST 14, 2020

Lucid bridges the gap between global questions and human answers by connecting buyers and sellers in one central location for survey sample groups. Which then got our account teams, sales team, product teams, and support teams all excited and asking how to leverage Totango. But what we wanted to do was really highlight the impact.

Accountability 155

Accountability Feedback Sales Upselling 155

JustCall

JANUARY 23, 2024

It consolidates all incoming messages from your business accounts into a single interface. It can show chats, emails, DMs, and even comments from the linked social accounts. You will not need to alternate between different accounts and chat threads. With tagging features, you can easily group messages of similar queries.

APIs 52

APIs Upselling Accountability Analytics 52

Quality Contact Solutions

MAY 13, 2021

Upselling to current customers has proven to be a productive and efficient way to increase the account and order size because an existing customer is the best prospect. This group of customers used to be loyal — why did they leave, and how has that impacted revenue? Chances are a fair amount. Prospecting.

Telemarketing 92

Telemarketing Healthcare outsourcing Upselling 92

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. Then, group any relevant skill sets together. How does intelligent call routing work?

First call resolution 87

First call resolution Contact Center Interactive Voice Response Wait times 87

Influitive

MAY 12, 2016

That’s one reason why account-based marketing has become a popular strategy in recent years. Instead of “spraying and praying” broad marketing messages, ABM requires brands spend time crafting ultra-personalized campaigns targeted at specific accounts. Learn how to make your account-based marketing more effective with advocacy.

Accountability 61

Accountability Marketing B2B Customer advocacy 61

ChurnZero

OCTOBER 26, 2021

When you separate your customers into distinct groups, you can get an accurate assessment of your customers’ needs and how you can best meet them. Customer segmentation is the use of shared characteristics to divide customers into groups, based on similarities, in order to deliver your products and services more effectively.

SaaS 96

SaaS Revenue potential Upselling Accountability 96

TeamSupport

MARCH 3, 2021

1 That’s according to research by the Service Excellence Group (ServieXRG). Proactive customer engagement accounts for more than a quarter (28%) of Support interactions and grew by 14% from 2019 to 2020. The largest drivers were new customers, higher user adoption of product features, and more proactive outreach by Support.

B2B 98

B2B Upselling Customer retention Customer Support 98

Quality Contact Solutions

MARCH 11, 2021

Cross-sells & Upsells: Do you have a group of accounts that your team cannot make contact with consistently? QCS offers to upsell and cross-sell telemarketing service programs designed to engage your customers and grow the value of their account.

Telemarketing 98

Telemarketing Sales Upselling outsourcing 98

ClientSuccess

MARCH 8, 2022

This includes the initial sales value, upsells or expansion deals, ad hoc change orders throughout the partnership, and renewal value. Some organizations also group tangential revenue into this total CLV by including things like referrals, sales attributed to marketing efforts, and other initiatives. are managed in some part by CSMs.

Upselling 75

Upselling SaaS Sales Metrics 75

Expivia

OCTOBER 27, 2020

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? If you think you might have a phone issue or a program issue, break the calls down: Opening Intro Verification Issue Handling Resolution Cross-sell/ Upsell Memo-ing/ After-Call Work.

Upselling 97

Upselling Banking Scripts Interactive Voice Response 97

Totango

JUNE 17, 2021

This criteria segments customers based on how many licenses an account is utilizing out of the total number available, an important engagement metric. This can help indicate whether an account is tending toward churn or renewal and what corresponding action should be taken. Account Status. Active Users. Customer Health Score.

B2B 71

B2B Accountability Journey mapping Sales 71

ShepHyken

SEPTEMBER 20, 2019

A stand-alone customer support group can’t handle 100% of the issues they receive in the B2B industry. Customer Success / Account Management – Outside of support, this team interacts with customers the most frequently. Johnson who writes about the importance of cross-team collaboration when providing B2B customer support. .

B2B 270

B2B Customer Support CRM B2C 270

Solvvy

JUNE 17, 2021

Differentiate Support Needs Based on User Group. Your business’ platform may exist for many user groups with significantly different problems. Solvvy Workflows and persona-based routing bridges the gap and allows for customizable, personalized solutions to be delivered to users based on their defined group. .

Personalization 71

Personalization Customer Experience Chatbots Upselling 71

Quality Contact Solutions

FEBRUARY 23, 2023

Upselling The health care industry uses outbound telemarketing services to call existing customers and offer additional solutions. Upselling to current customers has proven to be a productive and efficient way to increase the account and order size, because an existing customer is the best prospect. Why did they leave?

Telemarketing 52

Telemarketing outsourcing Upselling Sales 52

SmartKarrot

AUGUST 31, 2023

While every company intends to grab more business from existing clients, the key account management playbook can help streamline these efforts. What is Key Account Management? Key account management is the practice of looking after the essential customers who contribute the highest to the company’s revenue and profits.

Accountability 10

Accountability Management Upselling Customer retention 10

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

SmartKarrot

JULY 7, 2023

In today’s competitive business environment, no business can sustain itself without being mindful of critical aspects like Account White Space. In this write-up, we are going to introduce you to critical concepts like account white space, mining white space, farming white space, etc. What is Account White Space Analysis?

Accountability 10

Accountability Upselling B2B B2C 10

ChurnZero

OCTOBER 1, 2022

The Q&A portion of the webinar dug into CSQLs deeper—covering the ideal time to roll out a CSQL model and the biggest pitfalls of its implementation—while also delving into whether CSMs should close upsells, and how to assign CSM books when they own expansion. Q: Should CSM roles close upsell deals? I have worked it as a CSM.

B2C 97

B2C Upselling B2B Accountability 97

Totango

JANUARY 9, 2020

Being mindful of your customers’ goals will help you identify upsell opportunities that offer them additional value. . That’s the ideal way to approach upsells: only pursue an upsell or cross-sell if it will genuinely benefit the customer. In our customer-centered economy, renewals are more important than ever.

Upselling 65

Upselling Best practices Accountability Personalization 65

ChurnZero

OCTOBER 26, 2021

When you separate your customers into distinct groups, you can get an accurate assessment of your customers’ needs and how you can best meet them. Customer segmentation to divide customers into groups, based on similarities, in order to deliver your products and services more effectively. What Is customer segmentation ?

SaaS 52

SaaS Revenue potential Upselling 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

Totango

APRIL 16, 2021

This lays the groundwork for subscription renewals and upsell opportunities. Personalization helps you put this data to use to optimize your customer interactions for individual customers and groups of customers. Or you can email a segment of your list by name to extend an upsell offer based on purchase and usage history data.

Personalization 69

Personalization Upselling Benchmark SaaS 69

CustomerSuccessBox

MARCH 10, 2022

Automation provides you the sixth instinct and an additional hand to create more productive engagements across all your accounts. Alerts for new accounts. As soon as a new account is assigned, ensure sure the customer success manager is notified and is able to contact the customer right away to kick-start the relationship.

SaaS 52

SaaS Upselling Education Accountability 52

Totango

MAY 3, 2019

Plus, current customers are more likely to make major purchases or upsells. But the only way to cultivate this prized group is to form meaningful connections which increase customer engagement and loyalty. But do you have a following of customers who enjoy using and discussing your products as a group?

Enterprise 78

Enterprise Upselling Feedback Advertising 78

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Colin Taylor, CEO at Taylor Reach Group. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

TeamSupport

MAY 1, 2020

2) Inform entire groups of people visually at the same time – Sometimes, support issues are important but they aren’t always urgent. When several issues with a customer fit these criteria, a quick working session with a support agent and a group of employees at the same company can be scheduled to resolve everything through video technology.

Customer Support 71

Customer Support Technology Upselling Sales 71

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

Totango

FEBRUARY 28, 2020

For example, a customer that shows a steady addition of license seats over a relatively short time may be ready for an upsell or cross-sell. Similarly, an account that has recorded a sudden drop in usage could be in danger of churn, and should prompt a re-engagement initiative. Create a free trial account to get started today.

Customer centricity 93

Customer centricity Metrics Upselling Enterprise 93

Totango

MAY 14, 2021

Gross revenue retention (GRR) measures how much annual recurring revenue (ARR) you retain each month after you’ve subtracted loss from churn or downgrades, without factoring in increases due to upgrades from upsells or cross-sells. The Upsell and Expand Customers SuccessBLOC includes KPIs you can use to track customer growth.

Customer retention 65

Customer retention Metrics Upselling Best practices 65

JustCall

SEPTEMBER 13, 2022

According to research by the Boston Consulting Group, “RevOps has emerged as a high-impact way to accelerate revenue growth and go-to market (GTM) operations efficiency through tighter alignment of the marketing, sales, and customer teams.” This includes the customer success, sales, marketing, and account management teams.

Finance 52

Finance Accountability Consulting Consulting 52

Lumoa

AUGUST 8, 2023

Whether it be through surveys, focus groups, or even social media, businesses have access to valuable feedback on their products and services. According to Gartner research, leveraging the data obtained from direct customer feedback can increase the chances of upselling and cross-selling by 15-20%.

Surveys 83

Surveys Feedback Banking Best practices 83

Global Response

JULY 3, 2023

Call centers aren’t just for solving customer problems and upgrading customer accounts: they’re essential channels to develop customer relationships and loyalty. But you can also use information they’re already giving you—through customer data, behaviors, purchase history, account preferences and more. How do you get this data, though?

Call Center 62

Call Center outsourcing Customer centricity Upselling 62

CSM Practice

SEPTEMBER 28, 2020

For example, when I first started at Gimbal , we had a small group of big box customers using our solution primarily in their innovation labs. The challenge here was to show enough value to hit key metrics someone in the labs group would find of value while hunting for use cases for our solution on a company-wide scale.

Management 52

Management Upselling Engineering SaaS 52

Pointillist

MARCH 20, 2020

Within the disconnect notice, the test group is provided with a link to provide the date that they intend to pay their bill. Using journey analytics, the team finds that in the test group, the need to disconnect (and subsequently reconnect) service is reduced by nearly 70%. The team implements a test to quantify the cost savings.

Analytics 70

Analytics Upselling Interactive Voice Response Banking 70

Hodusoft

OCTOBER 19, 2022

If the caller falls in the age group of 25-30 and doesn’t have any retirement scheme, the agent can recommend the customer to open a PF (provident fund) account. Helps in upselling and cross-selling By leveraging data analytics of contact center software, a business can create customer profiles.

Contact center software 52

Contact center software Contact Center Finance Abandon rate 52

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. Client onboarding procedures typically cover steps such as: Welcoming new customers. Creating usernames and passwords.

Journey mapping 92

Journey mapping SaaS Upselling Enterprise 92

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? Problem-Solving.

Management 90

Management Upselling Coaching Best practices 90