Lumoa

AUGUST 8, 2023

Unlocking the power of VoC feedback is vital to the success of any business. This article offers a comprehensive guide on how to analyze survey results efficiently, covering everything from the basics to advanced techniques, and provides actionable solutions to common challenges in customer feedback analysis faced by businesses today.

Surveys 83

Surveys Feedback Banking Best practices 83

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

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

Totango

NOVEMBER 23, 2021

This, in turn, makes it difficult to intervene with customers who are at risk of churn, as well as challenging to spot upsell opportunities. You’re Having Challenges Collecting Customer Feedback. Customer feedback provides another important indicator of satisfaction and can offer an early warning of customers at risk of churn.

Upselling 94

Upselling CRM Revenue potential Feedback 94

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

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 104

Upselling Surveys Analytics Customer retention 104

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. The post Totango recognized as CS leader in G2 Winter 2024 reports appeared first on Best Customer Success Blog: Articles for Enterprise Growth. Not a Totango customer just yet?

Enterprise 111

Enterprise Customer centricity Benchmark Upselling 111

Real Blue Sky

NOVEMBER 21, 2023

By implementing robust feedback mechanisms, you can gain insights into why customers might be leaving. Is it a product issue, a service mishap, or something more systemic? It’s about being agile enough to adapt strategies based on performance data and market feedback.

Employee engagement 105

Employee engagement outsourcing Upselling Customer retention 105

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 102

Customer retention Upselling CRM SaaS 102

Totango

SEPTEMBER 20, 2022

Offering customized upsells geared toward customer needs and product usage patterns. Higher retention creates more opportunities for upsells and referrals, increasing revenue. Likewise, better customer outcomes promote more sales from customer renewals, upsells, and referrals. Incorporating feedback.

B2B 84

B2B SaaS Education Brand ambassadors 84

ShepHyken

AUGUST 10, 2018

This week we feature an article by Jarrin Howard who writes about how predictive analytics can enhance customer relations. – Shep Hyken. This matter of specialization doesn’t just relate to products but also to product discounts, promotions, upselling, and cross-selling. Choosing Channels. Predicting Satisfaction.

Analytics 168

Analytics Upselling Banking CRM 168

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

Solvvy

MAY 8, 2019

Another product feedback we got from our customers is the pain in making their beds because they can’t tell the difference between the short and long sides of fitted sheets so we added a tag so you can easily tell them apart. 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. Feedback Empowerment : Create a hub for product feedback, feature requests, and timely responses on defects. Answers are critical.

Best practices 52

Best practices Finance Upselling Customer retention 52

ShepHyken

JULY 31, 2020

This week we feature an article by Ashwini Dave , a digital marketing expert at Acquire. The Manager of User Research operations at InVision , Lindsey Redinger, said that: “The most important piece of capturing NPS is the ability to solicit that qualitative feedback from those people who complete the survey.”.

Customer Experience 270

Customer Experience Customer Service Chatbots Upselling 270

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. The eCommerce boom has resulted in lots of competition.

Chatbots 159

Chatbots Feedback Surveys Sales 159

Totango

DECEMBER 29, 2021

This promotes customer satisfaction, benefiting your clients and bringing your business higher retention rates and upsell revenue. Feedback from CSAT surveys and other customer satisfaction surveys lets you listen to what your customers want and need to drive their business outcomes. Use Your Data to Plan New Features.

Customer centricity 100

Customer centricity SaaS Upselling Metrics 100

CSM Magazine

MARCH 13, 2024

In this article, we’re going to explore how you can supercharge your branding efforts by leveraging the power of customer success management. Plus, hearing positive feedback from real people is often more compelling than any marketing message you could create. But you know what’s even better than making a sale?

Management 52

Management Upselling Marketing Sales 52

CSM Magazine

AUGUST 31, 2023

This will help build a relationship and could lead to opportunities for targeted or tailored upsells. Use customer feedback: Use customer feedback to improve the customer experience and tailor your approach to better meet their needs. This feedback can be used to improve the quality of service provided by the call center.

Call Center 52

Call Center Customer Experience Upselling Scripts 52

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.

Accountability 156

Accountability Feedback Sales Upselling 156

CSM Magazine

DECEMBER 6, 2023

In this article, we will explore why investing in customer success training is a smart decision and the benefits it can bring to your business. Greater Potential for Upselling Effective customer success training programs can also lead to greater upselling potential. This Spotify upgrade banner shows a great upselling example.

Upselling 52

Upselling SaaS Advertising Marketing 52

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

Quality Contact Solutions

JANUARY 27, 2022

The topic of increasing sales is so prevalent that thousands of books and articles are published. The risk, you may think, is that you may receive feedback that something did not go as well as you hoped, but now you can address it, and your customer knows you cared about their business enough to find out how they felt proactively.

Sales 98

Sales Upselling B2C Best practices 98

Global Response

FEBRUARY 26, 2024

In this article, we’ll look at some simple and effective ways to boost your customer service—and explore how a call center can help. Integrate technology to easily collect customer feedback through surveys, feedback forms, and social listening tools. What do your customers think about your company?

Call Center 62

Call Center Customer Service outsourcing CRM 62

Nicereply

JANUARY 11, 2022

There are a lot of ways to help customers proactively, including educational webinars, in-app notifications, knowledge base articles, and more. In this article, we’ll focus on reach-out email templates for proactive customer service. They are also more receptive to upselling and suggestions. Head of Customer Service”.

Customer Service 98

Customer Service Surveys Feedback Upselling 98

ChurnZero

MARCH 24, 2023

For example, if you receive an end-user NPS response or notice a pattern in end-user NPS feedback that says, “I hate this product,” and then from the same account, you get decision makers or contract signers saying, “I love this product,” that’s a problem. Everyone started looking at the dollars and focusing on these upsells.

Upselling 98

Upselling Metrics SaaS Sales 98

ChurnZero

MARCH 24, 2023

For example, if you receive an end-user NPS response or notice a pattern in end-user NPS feedback that says, “I hate this product,” and then from the same account, you get decision makers or contract signers saying, “I love this product,” that’s a problem. Everyone started looking at the dollars and focusing on these upsells.

Upselling 97

Upselling Metrics SaaS Sales 97

Totango

JUNE 4, 2021

By tying your cross-sell and upsell offers into your customers’ actual use of your product, you not only increase engagement, but you increase the attractiveness of your offers, helping boost your revenue. Ask for Customer Feedback. Asking for feedback is a simple yet effective way to boost engagement. Reward Customer Loyalty.

B2C 62

B2C Upselling Journey mapping B2B 62

Totango

NOVEMBER 25, 2020

Feedback metrics like NPS and CSAT scores. Equipped with this knowledge, CS teams can create more opportunities for upsells/expansions, as well as reduce churn rates. . View and Act on Feedback. In the case where these scores are very positive, you can look towards these clients for possible upsell opportunities.

CRM 109

CRM Upselling Metrics Accountability 109

Totango

SEPTEMBER 13, 2022

Expansion of product usage through upsells. In that case, this might trigger a customer retention workflow to reach out and take corrective action, while a customer with a high satisfaction score might trigger an upsell offer. Keep Your Playbooks Current by Measuring Impact and Incorporating Feedback. Onboarding.

SaaS 89

SaaS Upselling Best practices Customer retention 89

Totango

MARCH 4, 2022

In this article, we’ll take a look at the relationship between these two important ingredients for a successful SaaS business model. On the other hand, customers with a high NPS score may receive an automated upsell invitation as part of their renewal offer. Create a Process to Obtain Quality Customer Feedback.

B2B 94

B2B Customer Service Interactive Voice Response B2C 94

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. Increased sales opportunities Call center agents are trained to capitalize on upselling and cross-selling opportunities. How do they communicate feedback to their agents?

Call Center 62

Call Center Customer Experience outsourcing Brand ambassadors 62

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

CustomerSuccessBox

MAY 9, 2022

The pros (new customer ARR, upsells) and cons (no new customer ARR, no upsells) should be highlighted on this Customer Success dashboard (downgrades and churn). We’ll go over the high-level Customer Success KPIs you’ll need on your dashboard to receive fast insights in this article. 360 Customer Success Dashboard.

Metrics 52

Metrics Upselling Customer advocacy CRM 52

Totango

OCTOBER 20, 2022

CSMs act as the voice of the customer bringing user experience feedback to the product team. Customer success managers are critical at SaaS companies, where they help deliver results that promote subscription renewals and upsells. CSM role duties may vary by company. What Makes a Good Customer Success Manager? Problem-Solving.

Management 93

Management Upselling Coaching Best practices 93

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. 4 Gathering customer feedback. You should also consider using outbound calls for surveys and feedback.

Call Center 97

Call Center Customer retention Contact Center voip 97

OctopusTech

MARCH 28, 2022

CSMs are mainly responsible for building customer loyalty, maintaining long-term relationships with customers, upselling new product features to existing customers, and ensuring that their customers get the overall satisfaction from purchasing your product. You can also write blogs and articles about the usage of products and services.

Feedback 62

Feedback Surveys Upselling outsourcing 62