GetFeedback

JANUARY 28, 2019

The results from Net Promoter Score (NPS) surveys are the most underutilized tool in business. Okay, it’s a bold statement, but the potential locked up inside your NPS survey results is huge. Here are 5 ways to turn your NPS survey results into actionable insight. Combine NPS survey results with your CRM.

Surveys 98

Surveys CRM Upselling Analytics 98

Comm100

NOVEMBER 11, 2015

Before you roll your eyes and point out that you don’t have a magic lamp to rub, consider your upselling game. Do you really know how to upsell? Maybe you’ve just been going about upselling the wrong way, with awkward timing and subpar recommendations. Find Appropriate Upsells. Have you even been trying?

Upselling 69

Upselling Sales Scripts B2C 69

Totango

AUGUST 16, 2022

Identifying customers in the market for upsell offers and referral invitations. For example, you can use automated monitoring of client accounts to track user adoption rates. Highly active customers and satisfied users may be open to renewing and purchasing upgrades or additional upsell products. Dunning Management: Profitwell.

Customer retention 98

Customer retention Upselling CRM SaaS 98

Horizon CX

FEBRUARY 29, 2024

Missed Opportunities for Upselling and Cross-Selling: Genuine care and personalized interactions create opportunities to upsell or cross-sell additional products or services. Solicit feedback from customers through surveys and other feedback mechanisms to gauge satisfaction and identify areas for improvement.

Morale 52

Morale Customer centricity Upselling Feedback 52

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. These can include Net Promoter Score surveys and escalation monitoring tools. Your Upsells Are Going Down. A solution to this issue is customer health score.

Upselling 91

Upselling CRM Revenue potential Feedback 91

CSM Magazine

DECEMBER 13, 2023

There are several ways you can bridge this gap: Conduct surveys, gather feedback, or analyze their reviews. Lack of Cross-Sell and Upsell Capabilities This gap involves using strategies that integrate sales opportunities into customer interactions. Leverage customer data when creating cross-sell upsell recommendations.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

Vcaretec

JUNE 6, 2022

We plan for the peak days , we have a rigorous process for both long-form customer support calls and 30-second quick-resolution calls, and we train our staff to identify upsell and cross-sell opportunities naturally during support interactions. Ensure that your agents are trained to spot upsell and cross-sell opportunities.

Customer Care 96

Customer Care Upselling Accountability Customer Support 96

Fonolo

OCTOBER 4, 2022

86% of people surveyed said they would pay more if that price tag came with exceptional customer service. If an agent effectively upsells in every sales call, this likely indicates a stronger proficiency in sales. Start with a self-assessment survey for employees, with questions that help to determine where their specialties lie.

First call resolution 87

First call resolution Contact Center Interactive Voice Response Wait times 87

Education Services Group

OCTOBER 31, 2023

Simplify reporting so I can quickly focus on my accounts. While I welcome new accounts in my Book of Business, a constant shuffle can disrupt nurturing relationships. Show me when to initiate contact, what information to share, when to survey customers, and how to navigate renewals and upsells.

Best practices 52

Best practices Finance Upselling Customer retention 52

Totango

APRIL 2, 2019

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. Customize Notifications and Health Scores. Gather Feedback.

Journey mapping 105

Journey mapping Upselling Accountability Feedback 105

Inbenta

JUNE 12, 2023

For example, Chatbots are widely used for customer support because they can act as an agent available to resolve issues automictically, answering commonly asked questions or making account updates, 24/7/365. Chatbots able effectively complete even these simple tasks can provide a substantial return on investment.

Chatbots 97

Chatbots Consulting Consulting Upselling 97

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

ChurnZero

DECEMBER 7, 2023

With nearly 50% of their capacity spent on smaller accounts that accounted for around 10% of revenue, Smokeball ’s onboarding team felt overworked, and struggled to drive the most value during the onboarding process. Renewal / Expansion Hero: TruVideo Driving upsells and awareness with engaging in-app content. says Kevin.

Accountability 52

Accountability Upselling Sales Marketing 52

Babelforce

SEPTEMBER 8, 2021

This information is combined with touchpoints, customer goals, KPIs and team accountability. Over 85% of surveyed customers want to be contacted proactively by providers in matters relating to customer service. 4 Better upselling. Badly timed upselling doesn’t lead to more sales; it leads to higher churn. #5

Journey mapping 98

Journey mapping Upselling Customer effort Personalization 98

Interactions

JUNE 24, 2022

Your IVA should be able to automate a variety of outbound communications such as notifying customers of important plan information, sending overage alerts and service reminders, and conducting surveys to collect feedback. Handle product support inquiries and increase upsell opportunities. Manage account information and payments .

Wait times 62

Wait times Self service Upselling Accountability 62

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

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

Totango

AUGUST 23, 2022

Administering customer satisfaction surveys. Making upsell offers. This may involve activating an account, setting up a username and password, completing a profile, getting oriented within your navigational menu or learning to use your product’s basic features. Customer satisfaction surveys. Upsell offers.

B2B 115

B2B Journey mapping SaaS Engineering 115

SmartKarrot

OCTOBER 25, 2023

In the dynamic world of business, the role of a Strategic Account Manager (SAM) goes beyond onboarding and tracking usage. It’s essential to have structured processes, be it through surveys, interactive sessions, or detailed reviews, that delve into specifics. A crucial aspect of KPIs is their dynamic nature.

Accountability 10

Accountability Construction Upselling Education 10

Nicereply

FEBRUARY 2, 2024

Customer Experience vs. Customer Service vs. Account Management While there are similarities with other customer-facing initiatives, you shouldn’t confuse customer success with other similar terms. To help you make the distinction, here are brief explanations of customer success, customer experience, customer service, and account management.

Education 59

Education Accountability Customer retention Journey mapping 59

SmartKarrot

AUGUST 31, 2023

Image Source According to Survey Sparrow, the top five companies in the market maintain a customer retention rate of 94%. 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?

Accountability 10

Accountability Management Upselling Customer retention 10

Totango

DECEMBER 3, 2020

CS professionals now attest that their bonus structures are tied to company performance, renewals, net retention, upsells, and account health. . According to the CS team members surveyed in the salary report, eight elements were specifically cited as influential to overall compensation. Measure CS Team Productivity.

Upselling 64

Upselling Accountability Enterprise Metrics 64

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

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. For one, you can ask your customers directly—through surveys, individual feedback, and so on. So, how can you do this effectively? How do you get this data, though?

Call Center 62

Call Center outsourcing Customer centricity Upselling 62

Totango

APRIL 11, 2019

A customer success health score is a framework used to identify the status of your customers so you can quickly prioritize accounts. It is a powerful tool for capitalizing on potential upsell opportunities and preventing customer churn. A mark of 10 would indicate the users in the account are at the bottom 10% in terms of usage.

Metrics 86

Metrics Upselling Accountability Enterprise 86

Totango

JUNE 1, 2021

By sharing the insights of these multi-dimensional data streams across your enterprise, you increase accountability for the customer experience and create a customer-centered enterprise that is poised to effectively deliver customer lifetime value. Voice of Customer: Survey responses and satisfaction scores.

Enterprise 69

Enterprise Upselling Metrics Accountability 69

SmartKarrot

JUNE 6, 2023

For example, ensure that customer journey is clearly mapped and tracked, no customer is left unattended, no red signs are missed in customer management, customer outcomes are tracked, and you are able to drive your upsells, renewals and customer onboardings as seamlessly as you wish! Onboarding experience survey c. poor health score b.

Accountability 10

Accountability Management Surveys Upselling 10

Totango

FEBRUARY 7, 2019

Automate renewals and upsells. From helpdesk tickets to survey responses and account management engagement, you can organize and access information on any customer or segment within an actionable amount of time. Automate Renewals and Upsells. Understand your customer’s journey. Personalize your messaging.

Best practices 81

Best practices SaaS Customer retention Upselling 81

CustomerSuccessBox

APRIL 11, 2019

Sales delivers customer acquisition vs. Customer Success delivers product adoption + retention + upsell. The overlaps happen only when they communicate during handoffs and upsells. << Recommended Minimum>> This is the ideal level you should be at once you have 50+ accounts, 2-3 CSMs and a Head of Customer Success.

Upselling 80

Upselling CRM SaaS Customer advocacy 80

Totango

MARCH 21, 2019

Success in these areas leads to a more successful renewal and upsell phase. Increase upsell opportunities. Figure out how long it takes to educate customers on your product, then strive to maintain this period across your accounts. Increase Upsell Opportunities. Establish a customer nurturance program.

Enterprise 85

Enterprise Upselling Education Accountability 85

GetFeedback

JUNE 13, 2019

Increase data quality, reduce clicks, and drive key business processes with CRM embedded surveys. By replacing open text forms with structured surveys, businesses can guide employees through a standardized input process and remove factors that may cause errors. In other words, what you put in is what you get out.

Surveys 68

Surveys Consulting Consulting Upselling 68

Nicereply

JANUARY 11, 2022

They are also more receptive to upselling and suggestions. Add a Survey. Surveys are an excellent way to connect with customers, especially when they can respond with only one-click. We just got a notification that you may have encountered a bug in the system when you tried to update your account information today.

Customer Service 98

Customer Service Surveys Feedback Upselling 98

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. Gross upsell. Measure the number of active daily users in an account against the total number of licenses purchased. Let’s take a closer look at each metric.

Metrics 72

Metrics Upselling Accountability Enterprise 72

Totango

AUGUST 25, 2022

It increases customer satisfaction and loyalty, driving higher subscription renewal rates, reduced churn, and more sales from upsells and referrals. Invite customers who are nearing subscription renewal to participate in customer satisfaction surveys. For example, you can: Extend premium upgrade offers to freemium customers.

SaaS 96

SaaS Upselling Metrics Journey mapping 96

ChurnZero

MARCH 18, 2022

But I don’t want to disincentivize my best CSMs from taking the hardest accounts. I would look at NPS in an annual NPS survey by buyer role. I could imagine doing a forecast off the surveys where you use the intent-to-renew survey to say, “We think your book of business at renewal is worth this, go beat that.”

SaaS 98

SaaS Metrics Enterprise Surveys 98

ChurnZero

MARCH 24, 2023

Using only NPS to measure a CS team is far too narrow, it’s easy to game (depending on who you survey and how you cut the data), and it lacks context. 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. Here’s why.

Upselling 98

Upselling Metrics SaaS Sales 98