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 Upselling Scripts 40

Totango

APRIL 5, 2022

For example, Totango’s SuccessPlay feature allows you to create automated workflows to follow up on NPS surveys, such as sending an upsell offer or referral invitation to customers who respond with a 9 or 10. Leverage satisfied customer responses for upselling conversions and referrals. Why Do You Need NPS Software?

Upselling 102

Upselling Surveys Analytics Customer retention 102

Pointillist

JULY 25, 2018

By Swati Sahai Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Learning how to choose the best customer journey analytics platform is just the start. Steps to Implement Customer Journey Analytics 1.

Analytics 43

Analytics Metrics Government Journey mapping 43

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

Pointillist

AUGUST 14, 2018

Customer journey analytics is a whole new approach to analytics that involves having a journey-based mindset and being customer-obsessed. How you deploy customer journey analytics organizationally—and not just the software you choose—will make all the difference for achieving long-term success. By Swati Sahai.

Analytics 41

Analytics Metrics Journey mapping Enterprise 41

Totango

AUGUST 25, 2022

It increases customer satisfaction and loyalty, driving higher subscription renewal rates, reduced churn, and more sales from upsells and referrals. Extend upsell offers or referral incentives to customers with high satisfaction ratings. For example, you can: Extend premium upgrade offers to freemium customers.

SaaS 97

SaaS Upselling Metrics Journey mapping 97

Totango

SEPTEMBER 1, 2022

In general, QBR meetings help ensure that SaaS clients receive the value they’re paying for from their software provider, promoting higher subscription renewal, upsell, and referral rates. Overall, the benefits of SaaS QBRs boil down to higher subscription renewal rates and more revenue from upsells and referrals.

SaaS 98

SaaS Journey mapping Upselling Best practices 98

OctopusTech

JULY 31, 2023

Businesses can find potential clients who may be on the fence about a product or service by using visitor tracking and analytics. Effectively Handling Peak Traffic Businesses frequently notice an increase in website traffic and consumer queries during busy times of the year or during promotional events.

outsourcing 62

outsourcing Sales Upselling Abandon rate 62

Stratifyd

MAY 30, 2019

Within call data lies rich insights about customer satisfaction, customer churn, competitive intelligence, service issues, agent performance, upsell opportunities, campaign effectiveness, and more. Stratifyd’s speech analytics functionality solves the constantly expanding need for enterprise clients to transcribe and analyze voice data.

Analytics 40

Analytics Telemarketing Contact Center Metrics 40

Natalie Petouhof

APRIL 4, 2016

Tweet After attending the SAP Hybris IOT/ CRM event, I was very impressed to see a vendor really connect the dots between commerce and customer service and customer experience. The opportunity to upsell and/or to offer upgrades for newer, better, and more effective products and services. But SAP Hybris is helping customers handle this.

CRM 40

CRM B2C B2B Marketing 40

Totango

FEBRUARY 23, 2022

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. Expansion : a satisfied customer increases their usage of your product and brand to include advanced features, upgrades, and upsells. Flagging events that require action. Flag Events that Require Action.

SaaS 111

SaaS Journey mapping Upselling Best practices 111

Totango

JUNE 15, 2022

You need a solution that unites your teams around digital touchpoints, customer health data and analytics, and powerful automation technologies. Maximize Upsells or Improve NPS and Loyalty), then build out that journey using pre-designed templates and workflows.

Upselling 96

Upselling Analytics Self service CRM 96

ChurnZero

AUGUST 14, 2020

Product Analytics Software. What is product analytics software? Product analytics software tracks user engagement with your product including page and feature events. Subscription billing software manages recurring billing and payments for products and services along with accounting and analytics. Who owns it?

CRM 87

CRM Finance Upselling Accountability 87

CustomerSuccessBox

JUNE 20, 2022

To do that, they need to: Track a dozen of complex metrics, Study analytics, Optimize the onboarding workflows, and Monitor the “n” number of other tasks. Detect and Act on Upsell & Cross-sell Opportunities. A Customer Success software monitors product usage and engagement level to identify the upsell signals.

Upselling 52

Upselling SaaS CRM Multi-channel support 52

Enghouse Interactive

OCTOBER 27, 2021

Organizations are increasingly revisiting their operational investments with a focus on improving the customer experience (CX), hoping to minimize churn, grow revenue, and better position upsell and cross-sell initiatives while resolving specific customer issues, and meeting emerging needs. Extend Your Customer Data Gathering Capabilities

Upselling 98

Upselling Contact Center Analytics Surveys 98

TechSee

JUNE 16, 2022

If you want to stay ahead of the game, follow them on Linkedin, Twitter, or YouTube or try meeting them at key industry events – their enormous impact is bound to become a catalyst for change in the space. He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Totango

FEBRUARY 9, 2022

Finally, in a best practices scenario, contract renewal automation utilizes KPIs and analytics to track customer retention rates and review the performance of renewal procedures. You can customize your renewal reminders to incorporate upsell and cross-sell promotions with Totango’s Expansion feature. In-App Promotions.

Customer retention 94

Customer retention SaaS Best practices Upselling 94

CSM Magazine

APRIL 1, 2022

Demand planning can help businesses to identify opportunities for cross-selling and upselling, so that customers always have access to the products they need. You could also employ Azure-based analytics solutions to gain insights from your data. Planning a promotional event. Consider the cost.

Customer Experience 52

Customer Experience Analytics Finance APIs 52

OctopusTech

JULY 21, 2023

It helps to generate analytics and reports to properly manage customer interactions. Data analytics from CDPs can be used by sales, marketing, and other internal teams. Data analytics from CDPs can be used by sales, marketing, and other internal teams. Do you gather dates in the MM/DD/YYYY format or the DD/MM/YYYY format?

Best practices 62

Best practices Management Upselling Sales 62

Call Experts

OCTOBER 5, 2023

Driving Revenue As explained by Contact Center Pipeline , effective call center agents can do more than just resolve issues; they can also upsell or cross-sell products and services, contributing to increased revenue. Performance Analytics and Reporting Data-driven insights are invaluable for optimizing your customer service operations.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

CSM Practice

JULY 6, 2020

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. Upsells is a basic form of account expansion. Sales, or Customer Success, or Analytics?

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Practice

JULY 6, 2020

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. Upsells is a basic form of account expansion. Sales, or Customer Success, or Analytics?

SaaS 71

SaaS Upselling Accountability Sales 71

Balto

JUNE 29, 2022

Most agent assist tools provide prompts using some form of event analysis such as keywords. For, example an agent assist tool might hear a product name during a conversation and trigger a popup so the agent remembers to attempt an upsell. There are some key differences between agent assist and real-time guidance. Conversation Analysis.

Coaching 52

Coaching Average Handle Time Contact Center Upselling 52

Inbenta

DECEMBER 14, 2021

They can push promotions in a specific timeframe and recommend or upsell insurance plans by making suitable suggestions at exactly the right moment. Support diversification by recommending, cross-selling, or upselling appropriate products. Top benefits for your business: Gather valuable analytics for monitoring chatbot performance.

Chatbots 52

Chatbots Upselling Average Handle Time Analytics 52

Playvox

AUGUST 25, 2021

More than just a cost center, modern customer experience organizations are now responsible for support, as well as customer acquisition, retention, cross-selling, and upselling. In a digital-first world, customer experience centers have become the heart of modern businesses.

Management 57

Management Agent burnout Contact Center Coaching 57

Pointillist

SEPTEMBER 10, 2020

They orchestrate actions that help the customer achieve their overall goal (activating their new device) instead of annoying them by myopically pursuing the marketer’s goal on a particular web page (completing another upsell). As with campaign automation, RTIM often falls short for the customer. Their goal is to expand their service.

Personalization 128

Personalization Interactive Voice Response Enterprise Upselling 128

Totango

DECEMBER 28, 2020

If you are a Cisco Gold Partner, we highly recommend watching a replay of the event above. It’s a head start that allows organizations to get right into the nitty gritty of real-time customer journey analytics and start building playbooks to tackle common customer scenarios. Presents detailed customer journey analytics and team impact.

Best practices 79

Best practices Upselling Analytics Technology 79

NobelBiz

MAY 25, 2023

It was meant to describe a marketing software that could build a single customer view (a collection of all of a customer’s data and events into one file). Understanding Customer Data Platforms (CDPs) Although similar tools existed in the past, the term Customer Data Platform was first used in 2010. Managing customer data is nothing new.

call center software 98

call center software Call Center APIs Contact Center 98

Call Experts

APRIL 8, 2024

Driving Revenue As explained by Contact Center Pipeline , effective call center agents can do more than just resolve issues; they can also upsell or cross-sell products and services, contributing to increased revenue. Performance Analytics and Reporting Data-driven insights are invaluable for optimizing your customer service operations.

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52

Totango

SEPTEMBER 25, 2020

An early warning system uses sensors, event detection, decision support, and customer engagement to let your team know what is going on with clients. Approaches such as an early warning system , automated communication , and Dynamic Assignment are the keys to success. Early Warning System .

Upselling 57

Upselling Enterprise Personalization Analytics 57

Education Services Group

JUNE 4, 2019

Furthermore, existing customers are more likely to become advocates for your brand to help attract new customers, more likely to spend on new products, and more likely to spend more on cross-sells and upsells. Create Events Where Prospects and Customers Can Mingle. That’s why customer communication is so important.

Marketing 53

Marketing Best practices Upselling Feedback 53

Nicereply

MAY 16, 2023

And it’s not just a one-time event – it’s a continuous journey that starts with the first interaction and continues throughout the customer’s lifecycle, and email marketing is a key component of it. An effective upsell email should be personalized and focused on the customer’s needs.

Upselling 52

Upselling Feedback Best practices Personalization 52

Totango

AUGUST 21, 2020

SC: Our business case includes measurement of renewal, upsell, NPS and productivity over a 5 year period. SC: Renewal, Upsell, NPS, and CS Productivity are the business metrics from an ROI perspective. SC: Advanced Analytics to predict customer behaviors and then target customer segments. We are 18 months in.

Upselling 115

Upselling Accountability Metrics SaaS 115

CSM Practice

FEBRUARY 12, 2020

Since existing customers are usually more willing to buy, companies typically offer additional solutions and features in the form of upsells and cross-sells. Many companies upsell after their customers express a need for additional services. Thinking Ahead. Document your expansion playbooks in detail for future recurring campaigns.

Upselling 52

Upselling Customer centricity Sales Accountability 52

CSM Magazine

JULY 16, 2020

Meanwhile, scaling today’s virtual AI solutions is easy, enabling managers to adapt to unexpected events and emergencies as they happen such as the Covid-19 pandemic. Virtual Customer Assistants (VCAs) for example, are a bonus to customer service departments through their ability to cross-sell, upsell and prevent agent churn.

Automotive 59

Automotive Transportation Enterprise Upselling 59

Amity

JANUARY 30, 2018

We invited Maheen to the Amity office to present at one of our monthly Customer Success events. Moreover, renewals and upsells account for 70-95% of actual revenue. Tie CSMs compensation to upsells , cross-sells, and renewals. Promote industry events to your customers. Build a strong relationship with your Marketing team.

Upselling 69

Upselling Accountability Sales SaaS 69

Pointillist

FEBRUARY 19, 2018

AI and customer journey analytics are key components in assembling businesses with One Voice, joined across silos and touchpoints. Data unification is a must for any type of behavioral analytics. Our web analytics and CRM platforms take advantage of this inherent luxury. Data Unification. Business Context.

Customer Experience 111

Customer Experience Analytics APIs Chatbots 111