Totango

OCTOBER 20, 2020

Anticipating which customers are viable candidates for upsell/cross-sell opportunities. Tracking the progress of customer satisfaction to judge the success of proactive measures. Customer Effort Score (CES). By measuring customer experience, you can better understand your clients’ thoughts and experiences.

Customer Experience 85

Customer Experience Education Customer centricity Metrics 85

GetFeedback

AUGUST 16, 2018

As customers reply, you can keep track of your average score and segment responses by specific criteria (like customer type, region, agent, etc.) Customer Effort Score (CES). Offering quick and effective support is the surest way to make your customers happy. Knowledge Base Article Helpfulness.

Metrics 79

Metrics Customer Service Surveys Self service 79

Lumoa

NOVEMBER 29, 2021

Is it possible to determine the ROI of customer experience, if so, how do you do that? In this article, we explain the relationship between revenue growth and customer experience. In addition, we share tools that will help you calculate the ROI of your own customer experience projects. Ask your customers!

Customer Experience 103

Customer Experience Metrics Feedback Banking 103

Amity

APRIL 3, 2017

Okay data junkies, let’s pause for a second (or about 244 seconds as this article is a little lengthy), and review what we are measuring in our Customer facing organizations. But, what I will say is make sure you segment your customers appropriately (by MRR, CSM, Sales, etc.), Also, measure post-onboarding feedback.

Upselling 70

Upselling Metrics Feedback Accountability 70

aircall

DECEMBER 9, 2016

If you set your ebusiness’ focus on the customer rather than your strict profit margin, then you can increase your bottom line through an improvement of the customer experience. This article will look into just how to do that, from a specifically ebusiness perspective. Why your ebusiness needs to encourage customer success.

Customer centricity 81

Customer centricity Customer retention Upselling Customer effort 81

ChurnZero

APRIL 2, 2021

Customer Success software gives departments access to customer data they never before had – shining a light on who your customers are, what your customers need and want, where your customers are in their journey, how your customers use your product and make decisions, and why your customers keep coming back, or not.

Sales 64

Sales Marketing Surveys Accountability 64

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

Lumoa

JUNE 28, 2018

The philosophy, that we developed over the years, is that revenue and growth is a function of happy customers. It’s not about selling or upselling but delivering exceptional value.” Getting a user profile is not the day #1 of HubSpot for that customer, it might be the day 30 or 100 of their customer experience.

Customer centricity 64

Customer centricity Feedback Surveys Finance 64

Tethr

JUNE 22, 2020

Without listening to our own customers’ feedback, Tethr wouldn’t be the enterprise listening platform it is today. Shares our Chief Customer & Strategy Officer, Steve Trier, on how Tethr became Tethr: it was “our people and our willingness to adopt new processes and adapt to new customer needs quickly.

Customer Experience 66

Customer Experience Customer effort Interactive Voice Response Coaching 66

Nicereply

JUNE 18, 2020

If you let them go silently into the night, you’re missing out on a big opportunity for clear, unfiltered feedback. Customers who have already left don’t have any reason to hold back – they will tell you exactly what went wrong. Groove started emailing customers who canceled with an open-ended question.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

Amity

OCTOBER 23, 2018

This article was originally published on WnTD's blog. If you have a high volume of customers that are on monthly contracts then you will want to watch volume of customer churn and revenue churn. Also, it’s important to understand the perceived value your customers are receiving from your business.

Metrics 76

Metrics Best practices Customer retention SaaS 76

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Customer Experience 64

Customer Experience Journey mapping B2C B2B 64

aircall

NOVEMBER 29, 2016

However, remaining blind to the faults of your customer service strategy can mean a real hit for customer satisfaction, customer retention, and thereby for your business’ success. This article will look at three major customer service mistakes common to many businesses, and explain how to avoid them.

Customer Service 88

Customer Service Customer retention Metrics First call resolution 88

Nicereply

MAY 11, 2020

McKinsey found that repeat e-commerce customers spend more than double what new customers spend ($52.50 average cart size for repeat customers, compared to $24.50 for new customers). SaaS businesses can see a similar benefit by upselling existing customers and providing more value as the account grows.

Customer retention 115

Customer retention SaaS Metrics Surveys 115

REVE Chat Blog

NOVEMBER 21, 2019

Enhanced ability to upsell with relevant deals and offers – The sales agents can offer information about the current sale going on, or a discount coupon available for the product they are interested to purchase. It will open the door for upselling. Create a process to deliver customer support with the right channel.

Best practices 77

Best practices B2B Sales Chatbots 77

aircall

NOVEMBER 23, 2016

This article will look at how to use phone to benefit your business, empower your team, and satisfy your customers. It’s never too early to focus on customer centricity. Aside from its flexibility, versatility, and mobility, VoIP business phone technology is a formidable tool on the customer end of things as well.

voip 78

voip Interactive Voice Response Sales First call resolution 78

aircall

NOVEMBER 23, 2016

This article will look at how to use phone to benefit your business, empower your team, and satisfy your customers. It’s never too early to focus on customer centricity. Aside from its flexibility, versatility, and mobility, VoIP business phone technology is a formidable tool on the customer end of things as well.

voip 48

voip Interactive Voice Response Sales First call resolution 48

SmartKarrot

SEPTEMBER 22, 2020

Even though it is more costly to acquire a new customer than retain an existing, yet in a survey , it was found that 44% of companies have a greater focus on customer acquisition. Able to find more opportunities to expand your business through upselling or cross-selling to your existing customer base.

Advertising 10

Advertising Surveys Feedback Upselling 10