Totango

MAY 5, 2021

By measuring product experience, as a facet of customer experience, you can view how your clients interact with your product on a daily basis and the level of satisfaction they get with your service. Once these metrics are recorded, you can use this information to proactively engage customers and meet their needs in a more personalized way.

Customer Experience 118

Customer Experience Education Customer centricity Metrics 118

Totango

JULY 13, 2021

Strategy for customer success growth has changed as commerce has gone digital and big data has made marketing and sales customer-centric. Tell people about your business, get them in the store, sell them things, then look for more customers. In the future, you may be able to offer them an upsell.

Customer centricity 102

Customer centricity B2C Enterprise Upselling 102

Totango

MARCH 4, 2022

B2B customer service is often confused with B2B customer success, but they are not the same. Despite their differences, however, they do share an intimate relationship – you need strong customer service to achieve customer success. B2B customer service may be manual or automated. Refund requests.

B2B 93

B2B Customer Service Interactive Voice Response B2C 93

Win the Customer

JANUARY 20, 2020

This article will look at why a business should integrate live chat as well as AI to their eCommerce business as well as how to integrate them correctly to your eCommerce business. This also results in building more opportunities for upselling and cross-selling. You can take advantage of AI to see how customers interact online.

Chatbots 159

Chatbots Feedback Surveys Sales 159

Totango

OCTOBER 6, 2020

To help further your understanding of these important differences, this article will breakdown the customer success vs. customer support dynamic and outline how prioritizing a proactive approach towards client relations can empower you to prevent churn, create value, increase the likelihood of renewal, and encourage upsells/cross-sells.

Customer Support 107

Customer Support Customer advocacy Construction Enterprise 107

Ann Michaels and Associates

MAY 9, 2023

A year later, I went in to one of the locations as a customer with my family. I placed my order after waiting in line and there was no upsell or cross sell at the register. Forbes recently published a great article titled, “No Help is Better than Bad Help: Focusing on the Customer Experience.”

Customer Experience 52

Customer Experience Customer Service Technical Support Upselling 52

Totango

JUNE 1, 2021

It is a living repository of every customer engagement, product interaction, and touchpoint generated by your customer relationship. This covers every aspect of the customer relationship, including: Financial: Contract and transactional data. Voice of Customer: Survey responses and satisfaction scores.

Enterprise 69

Enterprise Upselling Metrics Accountability 69

Totango

JULY 28, 2021

To help customers achieve desired outcomes, success managers may perform duties such as: Helping customers set measurable customer-centric goals. Assisting with customer onboarding. Coordinating resolution of customer support issues. Suggesting upsells. Promoting feature adoption and engagement.

Best practices 118

Best practices Management Brand ambassadors Upselling 118

Totango

SEPTEMBER 13, 2022

For example, you can have a different playbook script for customers with low satisfaction scores versus those with high satisfaction scores. In this way, you can develop multiple playbooks deployed based on what an individual customer is doing, leveraging data segmentation to deliver personalized success outcomes to your clients.

SaaS 88

SaaS Upselling Best practices Customer retention 88

Totango

OCTOBER 20, 2020

By measuring customer experience, you can view how your clients interact with your product on a daily basis and the level of satisfaction they get with your service. Once these metrics are recorded, you can use this information to proactively engage customers and meet their needs in a more personalized way.

Customer Experience 86

Customer Experience Education Customer centricity Metrics 86

Totango

AUGUST 18, 2022

One way to tackle these challenges is to utilize a customer onboarding checklist for your CS team that delineates all of the targets that need to be hit during this stage of the customer journey. In this article, we’ll cover what you need to know to create an effective onboarding checklist. Personalizing dashboard interfaces.

Journey mapping 94

Journey mapping SaaS Upselling Enterprise 94

Totango

OCTOBER 20, 2022

At other companies, CS managers may be assigned to follow up on sales during the customer onboarding phase. Customer success managers are critical at SaaS companies, where they help deliver results that promote subscription renewals and upsells. What Makes a Good Customer Success Manager? Persuasion Skills.

Management 92

Management Upselling Coaching Best practices 92

Global Response

FEBRUARY 26, 2024

And by increasing customer retention by a mere 5%, companies raise their profits between 25% and 95%. Improving your customer service sets your company apart from competitors and improves your bottom line. Understanding customer service excellence The first step is to truly understand what makes excellent customer service.

Call Center 62

Call Center Customer Service outsourcing CRM 62

Russel Lolacher

SEPTEMBER 30, 2019

OR The Death of the UPsell Brand and the Birth of Doing More with L.E.S. ” “It’s not about getting gum at the checkout or manipulating your customers into getting a few more dollars from them. ” “Trust is the ultimate UPsell.” ” “Trust is the ultimate UPsell.”

Upselling 45

Upselling Customer centricity Sales Personalization 45

Pointillist

MARCH 20, 2020

By Stephanie Ventura Customer-centric enterprises are increasing their investment in technologies that enable teams to measure and improve CX, while achieving key business outcomes such as maximizing customer lifetime value, reducing costs and more. But, too often, customer data is locked in silos.

Analytics 70

Analytics Upselling Interactive Voice Response Banking 70

Totango

JULY 24, 2020

The best B2B client expansion strategies achieve this by creating more value for customers — value that they will be willing to pay for. Leverage Voice of Customer Feedback. Create Personalized Offers. The goal is to help your customers realize their full potential by giving them the right solutions and guidance to succeed.

B2B 62

B2B Enterprise Best practices Upselling 62

Nicereply

FEBRUARY 2, 2024

Users now have more options than ever before and businesses have to work harder to retain them as customers. By implementing effective customer success initiatives, you can help customers gain maximum value from your product, thus increasing customer happiness. What is Customer Success?

Education 59

Education Accountability Customer retention Journey mapping 59

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. This means that sales acumen is no longer just a bonus for CS professionals—it’s a new baseline for many companies.

Education 52

Education Upselling Consulting Consulting 52

CSM Magazine

OCTOBER 12, 2022

Upskilling is upselling for agents – the art of a good conversation begins before the customer call itself, but with ongoing, open communication between management and the agents. Why lose your best talent which costs time and is expensive to replace when you can keep them engaged with well thought-out personal development plans?

Coaching 52

Coaching Upselling Analytics Customer centricity 52

CustomerSuccessBox

DECEMBER 9, 2021

This article aims to compile the key Customer Success KPIs we have to look out for in our Customer Success journey in 2022. Customer Success is not just about those retention rates, it is about creating a customer-centric business. Check your calendars, 2022 is just around the corner! 5) Expansion MRR.

SaaS 52

SaaS Benchmark Customer advocacy Upselling 52

ShepHyken

SEPTEMBER 7, 2023

This week, we feature an article by Devin Pickell, Growth Marketing practitioner and head publisher of Do I Need SEO. He writes about designing a compelling customer experience process and training your team to implement it. Regularly update training materials based on customer feedback.

Customer centricity 336

Customer centricity B2C Feedback Upselling 336

CSM Magazine

MARCH 16, 2023

This means applying Machine Learning (ML) to call transcripts to automatically find the ‘needles’ or key topics and library of associated phrases that really matter such as those relating to churn risk, compliance or upsell. Create Conversational Clarity The average organisation analyses just 2% of customer interactions.

Analytics 52

Analytics Coaching Finance Upselling 52

Win the Customer

JANUARY 20, 2020

This article about woodworking will look at why a business should integrate live chat as well as AI to their eCommerce business as well as how to integrate them correctly to your eCommerce business. This also results in building more opportunities for upselling and cross-selling. The eCommerce boom has resulted in lots of competition.

Chatbots 52

Chatbots Feedback Surveys Sales 52

Lumoa

AUGUST 8, 2023

By understanding the key insights hidden within your survey data, you can address specific customer concerns, tailor your products and services to meet their needs and stay ahead of the competition. This shows the tangible, bottom-line benefits of listening to your customers. This includes not only your staff but also your customers.

Surveys 83

Surveys Feedback Banking Best practices 83

CX Journey

DECEMBER 7, 2016

Product didn’t trust the current upsell/cross-sell machinations for the new stuff. And the customer experience was going to be a disaster if we didn’t get our act together. Ultimately, we created what we called a “fishbowl” (which I’ll refer to as a “journey room” for the sake of this article) in the middle of our office.

Upselling 64

Upselling Customer centricity Feedback Customer Experience 64

Totango

SEPTEMBER 18, 2020

What to do next: If your customer is pushing against the thresholds of their current service agreement then they are ripe for expansion. Automated alerts within your customer success software should prompt you to implement upsell campaigns as soon as your customer approaches these predetermined marks.

Metrics 62

Metrics Enterprise Feedback Upselling 62

JivoChat

AUGUST 18, 2021

Businesses that seek to improve customer experience (CX) are poised for success. This kind of customer-centric mentality can drive new business, boost customer retention rates, and create new benchmarks for goals. Customer experience comes into play along each step of the customer journey.

Customer Experience 52

Customer Experience Chatbots Customer retention Feedback 52

JivoChat

APRIL 8, 2021

Customer engagement tools are the key to a profitable customer experience. In this article, we’ll learn about the importance of user engagement in modern business. In doing so, companies take a customer-centric approach that leads to a more personalized buyer journey. Build Credible Brand Identity.

Sales 52

Sales Chatbots Brand ambassadors Surveys 52

CSM Magazine

APRIL 1, 2022

By understanding customer trends and anticipating customer needs, businesses can stock the products that customer are most likely to want, when they want them. Demand planning can help businesses to identify opportunities for cross-selling and upselling, so that customers always have access to the products they need.

Customer Experience 52

Customer Experience Analytics Finance APIs 52

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . Nikola Tesla predicts the development of Wi-Fi in a New York Times article. As a result, companies are investing more time and money in training their C S teams to have more customer-centric conversations. . Sales won’t pass GO and collect until a customer is successful. .

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

ClearAction

AUGUST 16, 2019

Is Your Customer Engagement Really Customer-Centric? Customer engagement can yield short-term or long-term rewards or penalties, depending on how customer-centric they are. Long-term rewards: uptick that sticks or increases organically — engagement fit the customer’s expectations and circumstances. “An

Customer centricity 48

Customer centricity Marketing Best practices Upselling 48

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. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Lumoa

JANUARY 31, 2023

In This Article: Why do you need Customer Experience Management? Voice of the customer: where to start? In the end, customer experience depends on the work of all departments: from customer service and customer success teams to marketing, product, and HR. Share what you have done based on the feedback.

Customer Experience 176

Customer Experience Customer centricity Metrics Feedback 176

Totango

MAY 7, 2024

If CS doesn’t have commercial conversations with healthy customers, they’re not setting Sales up to re-enter the conversation and potentially upsell. Whether on the phone, in person, or via voice notes, verbal communication is far more collaborative than hiding behind Slack DMs, texts, and emails.

Sales 98

Sales Upselling Metrics Accountability 98

Amity

JANUARY 30, 2019

This article was originally published on WnTD's blog. In a previous post we tackled the question of ‘what is customer success?’ ’ In case you didn’t read it, or need a refresher, our definition of Customer Success is proactive enablement. something shaped like a pillar. Account Management / CS Sales.

Education 61

Education Engineering B2C Technical Support 61

SmartKarrot

OCTOBER 13, 2020

In this age of increasing competition with other businesses, customer intelligence (CI) is becoming a prominent competitive advantage. We have already known that being customer-centric is paramount for the growth of any SaaS company. But there are various facets of becoming a customer-centric organization.

Customer centricity 10

Customer centricity SaaS Analytics Customer retention 10

Comm100

FEBRUARY 10, 2022

Netflix then uses this information to personalize its content recommendations and meet your preferences—leveraging the power of personalization to engage with its users. Why does personalized customer service matter? – It earns you loyal customers and boosts retention.

Personalization 52

Personalization Customer Service Chatbots Self service 52