ShepHyken

JUNE 8, 2023

This week, we feature an article by Sage , an international company that helps organizations of all sizes with accounting, payroll, and payment solutions. It discusses customer experience gaps that hinder profitability and how to close them. Are you providing as good of a customer experience as you think you are?

Customer Experience 156

Customer Experience Upselling Accountability Feedback 156

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. Unlocking the power of VoC feedback is vital to the success of any business. This feedback helps inform how they operate going forward. How often do you buy travel tickets?

Surveys 83

Surveys Feedback Banking Best practices 83

Quality Contact Solutions

JANUARY 27, 2022

Whether your call center is inbound or outbound , and if you have a product or service to deliver, finding ways to increase sales is a consistent priority. The topic of increasing sales is so prevalent that thousands of books and articles are published. Increase Sales with Cross-Selling. Sales and Service.

Sales 98

Sales Upselling B2C Best practices 98

ShepHyken

APRIL 30, 2021

In 2021, you can gain an edge over the competition by introducing predictive analytics to analyze the user experience and close the customer feedback loop. . Merging The Boundaries Between Customer Service and Sales . F or more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Conclusion .

Customer Service 362

Customer Service Chatbots Analytics Healthcare 362

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. This article is inspired by our own frustrations with getting to know the CX space. In fact, you’ll find many articles dance around this question. Heck, we’re still learning. 73% of U.S.

Customer Experience 134

Customer Experience Metrics Journey mapping Feedback 134

Totango

NOVEMBER 23, 2021

They can store customer contact data, identify sales opportunities, schedule sales appointments, record notes from sales meetings and manage sales teams. However, these are primarily sales functions, not customer success functions. Customer success tools can help you with sales, but they go beyond sales management.

Upselling 92

Upselling CRM Revenue potential Feedback 92

Lumoa

APRIL 4, 2023

In this article, we’ll share five components of a customer engagement strategy. In This Article: What Is a Customer Engagement Strategy? Gather and Analyze Feedback Wrapping Up What Is a Customer Engagement Strategy? And without feedback, you won’t be able to improve, which stunts growth and customer loyalty.

Upselling 83

Upselling Feedback Personalization Chatbots 83

CSM Magazine

DECEMBER 13, 2023

In this article, we will delve into actionable steps to identify and rectify these infamous customer service gaps. There are several ways you can bridge this gap: Conduct surveys, gather feedback, or analyze their reviews. Create a system that collects feedback regularly. Recognize and reward exceptional performances.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

ShepHyken

JANUARY 14, 2022

This week we feature an article by Todd Zerbe Senior Vice President of Engineering at Avaya. This can be achieved in a few ways including post-call surveys, social listening, assessing NPS scores, feedback management, and reputation management. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Banking 177

Banking Engineering Upselling Interactive Voice Response 177

Totango

SEPTEMBER 20, 2022

Here we’ll walk you through the essentials you need to know to harness customer enablement to increase B2B and SaaS sales. Then we’ll look at the benefits of customer enablement and how it mutually supports sales enablement strategies. Offering customized upsells geared toward customer needs and product usage patterns.

B2B 83

B2B SaaS Education Brand ambassadors 83

Answer Dash

APRIL 5, 2020

1 - Turn Support into a Business Driver Customer service can cross traditional boundaries (provide assistance) by collecting and capitalizing on customer feedback. Analytics and reports can enable agents to upsell and pass on the information to sales. It showcases reliability. It showcases reliability.

Sales 63

Sales Customer Service Upselling CRM 63

Totango

DECEMBER 20, 2023

All the while galvanizing internal collaboration across accounts and facilitating upsell/cross-sell opportunity and execution to grow our book of business. Excellent customer support : Users appreciate the responsive customer service, including the attentive sales team and supportive helpdesk.

Enterprise 109

Enterprise Customer centricity Benchmark Upselling 109

ShepHyken

JULY 31, 2020

This week we feature an article by Ashwini Dave , a digital marketing expert at Acquire. They were facing the challenge of increasing sales and improving overall customer satisfaction on their website. This helped them provide better customer service and enhance the overall CX by enabling better sales conversations.

Customer Experience 274

Customer Experience Customer Service Chatbots Upselling 274

ChurnZero

APRIL 2, 2021

In this article, we look at how three teams that have a major role in shaping the customer experience – sales, product, and marketing – can use Customer Success software to level up their game and drive success. . How Sales Benefits from Customer Success Software. Get tighter industry focus.

Sales 64

Sales Marketing Surveys Accountability 64

Totango

AUGUST 16, 2022

Other types of apps that may support customer retention include software for dunning management, collecting user feedback, tracking customer loyalty and analyzing client behavior. Identifying customers in the market for upsell offers and referral invitations. Customer Feedback: Qualroo. Reminding customers of renewal deadlines.

Customer retention 100

Customer retention Upselling CRM SaaS 100

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. More conversions and sales – Keeping in tune with the previous point, live chat executed correctly results in more conversions as well as sales.

Chatbots 159

Chatbots Feedback Surveys Sales 159

Totango

AUGUST 14, 2020

Audience: When it comes to relaying feedback to internal stakeholders, what tools do you use to collect customer feedback, share it internally, and present it in a clear way? Collect & document feedback . Identify feedback provider and organization. As part of that we: . Map stakeholder type. How does it all work? .

Accountability 156

Accountability Feedback Sales Upselling 156

ShepHyken

JULY 1, 2022

This week we feature an article by Prabhjinder Bedi, Chief Growth Officer at Tech Mahindra Business Process Services. Whether it is an overwhelming experience or an unforgettable one, it is instantly highlighted with feedback. . Grow revenues & increase sales through upselling & cross-selling .

Airlines 184

Airlines Upselling Customer Experience Chatbots 184

CSM Magazine

MARCH 13, 2024

But you know what’s even better than making a sale? Turning that sale into a loyal, lifelong customer. In this article, we’re going to explore how you can supercharge your branding efforts by leveraging the power of customer success management. That’s where customer success management (CSM) comes in.

Management 52

Management Upselling Marketing Sales 52

ChurnZero

MARCH 24, 2023

So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. When sales owns the renewal, it’s like having that jerk who you hate show up and say, “Thanks for getting me all the way to the goal line. What’s your sales motion? I’ll take it from here.”

Upselling 98

Upselling Metrics SaaS Sales 98

ChurnZero

MARCH 24, 2023

So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. When sales owns the renewal, it’s like having that jerk who you hate show up and say, “Thanks for getting me all the way to the goal line. What’s your sales motion? I’ll take it from here.”

Upselling 97

Upselling Metrics SaaS Sales 97

Lumoa

APRIL 28, 2024

They offer you one space where you can collect all the customer feedback, analyze it, report it, and adjust your cx insights strategy by collecting. In This Article: Why You Need a Customer Experience (CX) Platform Platform Overview Which Platform Fits Your Needs? Lumoa turns the traditional approach upside down.

Feedback 83

Feedback Consulting Consulting Enterprise 83

JivoChat

APRIL 8, 2021

In this article, we’ll learn about the importance of user engagement in modern business. There are many benefits of customer engagement tools, as they can help your company do the following: Boost Sales and Revenue. So, striving to deliver excellent customer service is a surefire way to increase your sales.

Sales 52

Sales Chatbots Brand ambassadors Surveys 52

Solvvy

MAY 8, 2019

We’re now seeing more and more Customer Support teams acting as the customer experts, advocating for changes on their behalf and sharing actionable customer insights directly with the Sales, Marketing, Product and Design Teams. Often times, auto shops attempt to upsell you on other services/products.

Feedback 48

Feedback Self service Upselling Customer Support 48

Education Services Group

OCTOBER 31, 2023

Written by Colby Bock There are many posts and articles published by leaders in Customer Success that articulate an attempt to guide current and aspiring Customer Success Managers on their role. Tear down that wall : Pave the way for me to build relationships with the sales teams and channel partners. Answers are critical.

Best practices 52

Best practices Finance Upselling Customer retention 52

Totango

JULY 19, 2021

It may be wise to look for applicants coming from diverse backgrounds, such as those with customer relations, sales or other service-orientated backgrounds. You’ll see how valuable these skills are when your customer success team drives retention, lowers churn, and collects customer feedback. 5: Collect Customer Feedback.

Upselling 123

Upselling Feedback Surveys Customer advocacy 123

Global Response

FEBRUARY 28, 2024

In this article, we’ll explore why you need call center services, how they will benefit your business, and how to choose the right one. Save money and increase sales with a brand-obsessed, people-first team that delivers a high-touch, superior customer experience, every time. How do they communicate feedback to their agents?

Call Center 62

Call Center Customer Experience outsourcing Brand ambassadors 62

Totango

OCTOBER 20, 2022

CSMs act as the voice of the customer bringing user experience feedback to the product team. In some companies, customer success managers may play an active role in the sales process, helping sales representatives elicit customer goals and persuade buyers of product benefits. CSM role duties may vary by company.

Management 91

Management Upselling Coaching Best practices 91

Nicereply

NOVEMBER 21, 2022

That’s why in this article, we are going to focus on showing you how to retain your customers with the help of a few effective tools and solutions. By constantly checking your customers’ health scores , you will be able to spot upsell and cross-sell opportunities and offer your clients the best solutions for their businesses.

Customer retention 98

Customer retention SaaS Upselling Analytics 98

Horizon CX

FEBRUARY 29, 2024

This article explores the implications of perfunctory customer service and the significance of infusing genuine care into customer interactions and examines how businesses can go the extra mile to make customers feel valued and appreciated. This can lead to higher turnover rates, decreased productivity, and a negative cycle of poor service.

Morale 52

Morale Customer centricity Upselling Feedback 52

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. upselling to the most loyal customers) Process changes (e.g.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Babelforce

JUNE 17, 2021

6 Kinds of outbound service you could offer today Customer onboarding Proactive customer service Virtual queuing Customer feedback Customer retention automation Access-for-all services Your free guide to contact center automation. A modern service or sales conversation could easily involve jumping from a text-based chat to a voice call.

Call Center 97

Call Center Customer retention Contact Center voip 97

Totango

NOVEMBER 25, 2020

Feedback metrics like NPS and CSAT scores. Sales history. Equipped with this knowledge, CS teams can create more opportunities for upsells/expansions, as well as reduce churn rates. . You can take this opportunity to target these customers with a digital campaign that highlights the latest sales promotions. CSM Sentiment.

CRM 108

CRM Upselling Metrics Accountability 108

ChurnZero

JULY 2, 2021

In this article, you’ll learn: Differences between Net Revenue Retention, Gross Revenue Retention, and Customer Retention with definitions and examples. Example: Your business enters January with an MRR of $27,000 and exits January with an MRR of $35,000 (due to upsells) from the same customers at the start of the month.

Customer retention 97

Customer retention Metrics Upselling Chief Customer Officer 97

Global Response

JULY 17, 2023

In this article, we’ll show you seven key ways using an outsourced call center can save your business money. This can look like automating data collection or analytics, call logging, audience feedback, and other repetitive processes. To some degree, it depends on what you outsource. Creating additional self-service options.

Call Center 62

Call Center outsourcing Upselling Self service 62

NobelBiz

JULY 25, 2023

In this article, we delve into the insights that these analytics provide, enabling companies to enhance service quality and understand their customers better. Emails : Written communications, often detailing specific issues or feedback, which can be analyzed for content richness and sentiment.

Analytics 98

Analytics Call Center Scripts Contact center software 98

Lumoa

MARCH 12, 2023

But customer feedback and insights are often the least accessible information in a business. Companies rarely have processes in place to regularly collect feedback. In This Article: What is a customer experience platform? Another customer reaches out to your sales team to get a demo. Increased sales and revenue.

Customer Experience 83

Customer Experience Journey mapping Analytics Consulting 83