JustCall

MARCH 6, 2023

Customer journey analytics sounds like heavy-duty stuff with complex numbers and so on. Stripped to its essence, it allows brands to understand why customers behave the way they do. If you’re looking to align your customer experience initiatives with your business objectives, this guide is for you.

Analytics 52

Analytics Journey mapping Metrics Feedback 52

Lumoa

JANUARY 31, 2023

Voice of the customer: where to start? Define Roles Set targets Collect customer feedback Analyze the feedback Act on the feedback Close the loop with the customers Enhance customer-centric culture Recommended reading on Customer experience Why do you need Customer Experience Management?

Customer Experience 176

Customer Experience Customer centricity Metrics Feedback 176

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Lumoa

JANUARY 23, 2018

Instead it is the unstructured nature of the data which makes it challenging to tackle with any traditional means of analytics. This situation is where automated text analytics is brought in: it can help in sorting out the key topics talked about and reveal the general sentiment per topic. Which one should be tackled first? Learn More.

Analytics 121

Analytics Feedback Metrics Customer Experience 121

Call Experts

APRIL 8, 2024

By understanding each stage of the customer journey, businesses can provide personalized recommendations, targeted marketing messages, and customized support, forming a sense of individual attention and strengthening the customer-business relationship. 91% of American consumers reported poor customer service in 2021.

Contact Center 52

Contact Center Customer centricity Call Center Feedback 52

Totango

NOVEMBER 27, 2023

The report also explains that advanced technologies, like AI and machine learning, also enhance the efficiency and impact of CS teams by: Extracting actionable insights from customer data to prompt customer-centric business decisions. Analyzing extensive datasets to forecast trends.

B2B 91

B2B CRM Enterprise Upselling 91

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. He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media.

Customer Service 252

Customer Service Chief Customer Officer Contact Center Consulting 252

CSM Magazine

DECEMBER 13, 2023

Lack of Cross-Sell and Upsell Capabilities This gap involves using strategies that integrate sales opportunities into customer interactions. Here’s how you can bridge this gap: Provide comprehensive training for customer service representatives that focus on cross-selling and upselling.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

TeamSupport

FEBRUARY 18, 2022

It’s no secret that companies need to be customer-first in today’s business environment. And don’t be mistaken, a customer-centric methodology isn’t just a nice-to-have – recent research shows the necessity of customer-first practices: 77% of a company’s revenue is from current customers , not net-new sales.

B2B 105

B2B Upselling Customer Support Sales 105

Infinity

MARCH 2, 2022

Real-time call monitoring is designed to help you build a holistic picture of your customers, the journey they took to pick up the phone, and what persuades them to convert. It can gather intel that will increase lead generation and support upselling. How call tracking and analytics can revolutionise your real-time call monitoring.

Scripts 52

Scripts Upselling Analytics Customer centricity 52

Global Response

MARCH 13, 2024

Market research and customer insights : CX outsourcing companies can also gather customer feedback, assess satisfaction levels, and provide insight into customer preferences and behaviors. Outsourcing CX allows you to quickly adapt to meet the needs of your new customers.

outsourcing 62

outsourcing Best practices Feedback Customer retention 62

TeamSupport

FEBRUARY 18, 2022

It’s no secret that companies need to be customer-first in today’s business environment. And don’t be mistaken, a customer-centric methodology isn’t just a nice-to-have – recent research shows the necessity of customer-first practices: 77% of a company’s revenue is from current customers , not net-new sales.

B2B 98

B2B Upselling Customer Support Sales 98

Pointillist

APRIL 17, 2019

By Steve Offsey Your company is now competing based on customer experience, but you’re only capturing feedback from a quarter of your customers and tracking maybe 1 out of 2500 interactions. But standing in your way are existing customer data management challenges. how many people did Y before Z but after X?)

Analytics 51

Analytics Journey mapping Multichannel Government 51

Infinity

MARCH 9, 2022

Call monitoring reports are an important part of contact centre analytics. They’re capable of delivering actionable insights taken from real-time customer calls. could be a more persuasive upsell for a weary traveller than ‘would you like to upgrade to first class?’. For example, ‘would you like more legroom?’

Sales 52

Sales Scripts Analytics Average Handle Time 52

CSM Practice

DECEMBER 7, 2020

Using recommended processes and policies, CSM Practice’s customers significantly reduce the problem of churn, improve expansion selling, and accelerate new sales deals. SaaS companies, in particular, need to develop and implement effective customer success strategies to drive renewals and upsells.

Chief Customer Officer 81

Chief Customer Officer Upselling SaaS Consulting 81

CustomerSuccessBox

SEPTEMBER 20, 2021

Lincoln Murphy is a leading customer success consultant, keynote speaker, and author. He posts regularly on customer success, customer experience, and customer-centricity and is a Growth Consultant focused on Customer-centric Growth. Intercom has an amazing blog that is dedicated to customer success.

SaaS 64

SaaS Customer centricity B2B Best practices 64

Call Experts

JULY 13, 2023

By understanding each stage of the customer journey, businesses can provide personalized recommendations, targeted marketing messages, and customized support, forming a sense of individual attention and strengthening the customer-business relationship. 91% of American consumers reported poor customer service in 2021.

Contact Center 52

Contact Center Customer centricity Call Center Feedback 52

CSM Magazine

MAY 16, 2023

The Voice of Customer (VoC) is an invaluable asset for businesses, providing crucial insights into the needs, preferences, and feedback of customers and prospects. By actively listening to the Voice of Customer, businesses can gain a deeper understanding of their target audience, their pain points, and their expectations.

B2B 52

B2B Customer Support outsourcing Customer centricity 52

Totango

OCTOBER 25, 2022

Digital Success Manager : This is a specialized hybrid CS and IT role responsible for maintaining your customer success software, integrating it with your customer journey, and managing software functions such as tracking customer data. Not all teams will have all these roles on their customer success org chart.

Best practices 93

Best practices Chief Customer Officer Customer centricity Sales 93

Lumoa

FEBRUARY 20, 2018

At the end, customer experience depends on the work of all departments: from customer service and customer success teams to marketing, product and HR. At the same time, committed leadership is essential to implement a comprehensive customer-centric approach. Share what you have done based on the feedback.

Customer Experience 150

Customer Experience Customer centricity Feedback Metrics 150

Hodusoft

DECEMBER 16, 2022

Whether it’s skill-based call routing or automating customer conversation on multiple channels like chat and email, AI maintains a seamless ecosystem at all touch points. It facilitates precise solutions through augmented accuracy and resolves customer complaints faster than conventional systems.

Call Center 52

Call Center Technology call center software virtual call center 52

Infinity

MARCH 14, 2022

According to a recent survey, 75% of leaders agree that the global pandemic has compressed the digital adoption timeline and are actively seeking to invest in technologies that will improve the customer journey and help them make data-driven decisions. Use customer intel about pain points to deflect low-value calls.

Scripts 40

Scripts Upselling Analytics Journey mapping 40

Totango

JULY 19, 2021

Be sure you look for the skills and qualities that will allow a customer success manager (CSM) to truly connect with customers. Support your team by focusing on building a customer-centric culture , and you’ll soon see improvements in your customer’s success, growth, and retention rates. . Customer advocacy.

Upselling 123

Upselling Feedback Surveys Customer advocacy 123

CCNG

OCTOBER 19, 2022

(Econsultancy, 2018) 62% of CX leaders think that their organization needs to make major changes to the customer experience to meet their customer strategy. Customer Centricity Are you obsessed with your customers? 44% of respondents’ organizations plan to use journey analytics more, as well. PwC, 2017).

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

JustCall

APRIL 3, 2023

This includes tracking usage metrics and identifying areas where the customer can benefit from additional features or services. 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

CSM Practice

JULY 6, 2020

The Pacific Crest 2016 survey shows that the median cost of acquiring an ACV dollar for new customers is $1.16. On the other hand, the median cost of acquiring the ACV dollar for plan expansions and upsells is only about $0.20 There are three types of expansion selling plays you can make for your installed customer base: 1. Upsell.

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Magazine

OCTOBER 12, 2022

For example, many agents repeatedly use the word ‘sorry’ as a way to pause a conversation, rather than sincerely apologise to customers. Think about what a meaningful apology really is then consider running ‘sorry’ phrases through a speech analytics solution to understand the strength and sincerity of your agent apologies.

Coaching 52

Coaching Upselling Analytics Customer centricity 52

CSM Practice

JULY 6, 2020

The Pacific Crest 2016 survey shows that the median cost of acquiring an ACV dollar for new customers is $1.16. On the other hand, the median cost of acquiring the ACV dollar for plan expansions and upsells is only about $0.20 There are three types of expansion selling plays you can make for your installed customer base: 1. Upsell.

SaaS 71

SaaS Upselling Accountability Sales 71

Pointillist

SEPTEMBER 10, 2020

In this post, I’ll discuss how organizations are using customer journey orchestration to improve personalization decisions across all channels and touchpoints, enhance CX and achieve their business goals. What is Customer Journey Orchestration? As with campaign automation, RTIM often falls short for the customer.

Personalization 128

Personalization Interactive Voice Response Enterprise Upselling 128

Call Journey

JUNE 23, 2019

It’s a busy month of June for Call Journey, the leading pioneer in Conversation Analytics, as it takes part in another headliner contact center event of the year. This time, the team heads to the city of lights, Las Vegas, for the 20th anniversary of Customer Contact Week (CCW), the world’s largest customer contact event!

Engineering 40

Engineering Analytics Scripts Upselling 40

Call Journey

JUNE 23, 2019

It’s a busy month of June for Call Journey, the leading pioneer in Conversation Analytics, as it takes part in another headliner contact center event of the year. This time, the team heads to the city of lights, Las Vegas, for the 20th anniversary of Customer Contact Week (CCW), the world’s largest customer contact event!

Engineering 40

Engineering Analytics Scripts Upselling 40

CSM Practice

FEBRUARY 12, 2020

As SaaS businesses gain traction and customers begin to adopt their solution at scale, the next step is to drive customer expansion. Since existing customers are usually more willing to buy, companies typically offer additional solutions and features in the form of upsells and cross-sells. Thinking Ahead. Related Links.

Upselling 52

Upselling Customer centricity Sales Accountability 52

ChurnZero

JANUARY 25, 2024

CS teams are increasingly involved in the entire customer journey, not only shaping the customer experience but directly influencing revenue outcomes through renewals, upsells, and cross-selling. How are customer success leadership roles and skillsets evolving in 2024?

Education 52

Education Upselling Consulting Consulting 52

JustCall

MARCH 28, 2023

By involving them in customer satisfaction, revenue generation, and growth-related metrics, agile approaches empower support teams to redefine their roles within the organization and contribute to revenue-generating activities like retention, upselling, and cross-selling. Try JustCall for free. Start your 14-day free trial.

Customer Service 52

Customer Service Chatbots Analytics Upselling 52

Global Response

FEBRUARY 26, 2024

Automated systems like chatbots and self-service portals allow businesses to provide 24/7 customer support. Advanced data analytics and CRM systems enable businesses to collect customer data and personalize communication. LET’S CONNECT As all managers know, empowering employees to make customer-centric decisions is key.

Call Center 62

Call Center Customer Service outsourcing CRM 62

ChurnZero

JANUARY 18, 2024

Act as the voice of the customer within the organization, advocating for their needs and preferences during decision-making processes. Champion a customer-centric culture throughout the company.” Collaborate with marketing, sales, product development, and other departments to align customer needs with business objectives.

Chief Customer Officer 52

Chief Customer Officer SaaS Sales Upselling 52