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? Personalization 2. Loyalty’s main benefit is the opportunity to upsell. Adding upsells to your business’s offerings can significantly increase revenue by 10-30%.

Upselling 83

Upselling Feedback Personalization Chatbots 83

Lumoa

JANUARY 31, 2023

In This Article: Why do you need Customer Experience Management? Set a common customer experience metric and target for the organization. Consolidate customer experience insights into one single dashboard and give all the teams access to the same insights about what is driving the metric up or down. Eliminate company silos 1.

Customer Experience 176

Customer Experience Customer centricity Metrics Feedback 176

Lumoa

FEBRUARY 9, 2023

upselling to the most loyal customers) Process changes (e.g. We’re moving towards a personalized omnichannel experience in B2B customer journeys. Same as with B2B customers, B2C customers expect a consistent and personalized omnichannel experience.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

ChurnZero

MARCH 24, 2023

1: Is NPS a Customer Success metric? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. Here’s why. Value is very hard to measure.

Upselling 98

Upselling Metrics SaaS Sales 98

ChurnZero

MARCH 24, 2023

1: Is NPS a Customer Success metric? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. Here’s why. Value is very hard to measure.

Upselling 97

Upselling Metrics SaaS Sales 97

Totango

DECEMBER 29, 2021

This promotes customer satisfaction, benefiting your clients and bringing your business higher retention rates and upsell revenue. Several key metrics can help you evaluate the performance of your upgrade efforts. This promotes higher customer satisfaction, leading to more retention and upsell revenue for your business.

Customer centricity 98

Customer centricity SaaS Upselling Metrics 98

Totango

NOVEMBER 25, 2020

To prevent these churn-centered scenarios , organizations are increasingly turning to platforms like Totango to engage customers on a personalized level that their rivals can’t match. . Feedback metrics like NPS and CSAT scores. Product usage and adoption metrics. Personalized Engagement With Clients. Financial data.

CRM 108

CRM Upselling Metrics Accountability 108

Totango

AUGUST 9, 2022

B2B customer segmentation gives you the power to customize your service and even personalize it for individual clients. This article will give you six best practices for optimizing your B2B customer segmentation. This can help teams prioritize high-value opportunities and tailor sales presentations for personalized appeal.

Best practices 100

Best practices B2B Journey mapping Upselling 100

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. This is an important metric that shows the level of customer loyalty. Best features: All-metric dashboard Populations and cohort analytics Customer activity reports Full funnel analytics.

Customer retention 98

Customer retention SaaS Upselling Analytics 98

Real Blue Sky

NOVEMBER 21, 2023

Personalized interactions that make customers feel valued can transform a one-time buyer into a lifelong patron. Upselling and Cross-Selling Upselling and cross-selling are time-tested strategies that, when done right, can feel like a natural extension of the customer service experience.

Employee engagement 105

Employee engagement outsourcing Upselling Customer retention 105

Horizon CX

FEBRUARY 29, 2024

The Power of Purging Perfunctory Performance Introduction In the bustling world of business, where metrics often dominate discussions and efficiency reigns supreme, one crucial aspect can sometimes be overlooked: the human element. However, perfunctory service erodes customer loyalty by failing to establish meaningful connections and rapport.

Morale 52

Morale Customer centricity Upselling Feedback 52

Totango

MAY 10, 2022

Trials of upsell products. Engaging decision-makers in discussions about performance goals and metrics provides a transparent, objective basis to demonstrate product value. Promoting product usage increases the value clients derive from your product, increasing the likelihood of renewals, upsells, and referrals.

Journey mapping 77

Journey mapping SaaS Enterprise B2B 77

Quality Contact Solutions

OCTOBER 25, 2021

Doing so allows the agent to insert their personality, use their own words and build credibility with the prospect. Metrics: You have to be able to measure results. Metrics provide essential information needed to evaluate the program from top to bottom in an easy-to-read report. Is the telemarketing program succeeding?

Telemarketing 98

Telemarketing Scripts Benchmark Upselling 98

Totango

JUNE 1, 2021

The reality of the unique relationship you share with your customers is captured in the data your customer success software gathers, detailing usage rates, demographics, logged interactions, voice of customer data, and other key metrics. Personal: Behavioral data and demographics. Support: Help desk tickets and support status.

Enterprise 69

Enterprise Upselling Metrics Accountability 69

Totango

MAY 5, 2021

Once these metrics are recorded, you can use this information to proactively engage customers and meet their needs in a more personalized way. There are a variety of surveys and metrics you can use to measure these different elements. Anticipating which customers are viable candidates for upsell/cross-sell opportunities.

Customer Experience 118

Customer Experience Education Customer centricity Metrics 118

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. A staggering 71% of customers expect brands to deliver personalized interactions. This Spotify upgrade banner shows a great upselling example. Let’s get started!

Upselling 52

Upselling SaaS Advertising Marketing 52

Totango

DECEMBER 3, 2020

CS professionals now attest that their bonus structures are tied to company performance, renewals, net retention, upsells, and account health. . In this article, we will breakdown the factors shaping today’s CS compensation structure and discuss how these elements come to impact a business’s revenue and overall success. .

Upselling 64

Upselling Accountability Enterprise Metrics 64

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 106

Customer Support Customer advocacy Construction Enterprise 106

CustomerSuccessBox

JUNE 20, 2022

Now that you’ve chosen to read this article, I suppose you are already aware of the weightage that the Customer Success function holds for your SaaS business. In general, this tool offloads the heavy work of tracking and managing all the customer success metrics. Detect and Act on Upsell & Cross-sell Opportunities.

Upselling 52

Upselling SaaS CRM Multi-channel support 52

Totango

SEPTEMBER 11, 2020

Today, however, data-driven customer engagement software allows organizations to efficiently engage with clients in a way that is also personalized and valuable to the customer. This type of personalized, relevant engagement with customers drives adoption after onboarding and ultimately increases customer lifetime value. .

Upselling 81

Upselling Enterprise Healthcare Metrics 81

ChurnZero

DECEMBER 29, 2020

This article is a roundup of the not-so-obvious phrases you should avoid saying to a customer no matter how well-intentioned or deserved. In this article, we question the “Q” in QBR and if Customer Success teams are blindly following a best practice that may no longer be relevant to their customers’ success. Customer Success vs. Sales.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

Lumoa

APRIL 28, 2024

But how can you support your customers on all the different channels they reach out on and offer a personalized yet unified response? In This Article: Why You Need a Customer Experience (CX) Platform Platform Overview Which Platform Fits Your Needs? If you’re reading this blog post, you are probably one of them.

Feedback 83

Feedback Consulting Consulting Enterprise 83

Totango

MARCH 5, 2021

It’s an invaluable metric and, with this data in hand, you can spot any problems and work on keeping your customers satisfied in the long run. First , actively monitoring your CRR provides you with an objective metric to measure the effectiveness of your customer retention strategy. How to Improve Your Customer Retention Rate.

Customer retention 86

Customer retention Upselling Enterprise Benchmark 86

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. In 2024, tracking these metrics and demonstrating their impact are essential skills for CS professionals.

Education 52

Education Upselling Consulting Consulting 52

Totango

OCTOBER 20, 2020

Once these metrics are recorded, you can use this information to proactively engage customers and meet their needs in a more personalized way. There are a variety of surveys and metrics you can use to measure these different elements. Anticipating which customers are viable candidates for upsell/cross-sell opportunities.

Customer Experience 85

Customer Experience Education Customer centricity Metrics 85

Nicereply

MAY 16, 2023

You can also use this email to introduce your team and create a personal connection with the customer. __ Subject line: Welcome to [Company Name]! A resource email template can include links to tutorial videos, articles, and frequently asked questions. It should clearly explain what your company does and how it can help the customer.

Upselling 52

Upselling Feedback Best practices Personalization 52

Answer Dash

JANUARY 21, 2019

(This article is originally published at Marketo - An Adobe Company) Picture John. They may occasionally send out a newsletter or collaborate with sales on an upsell campaign, but for the most part, it’s off to the races to find the next John. Additional value can come from supplemental revenue through upsells and cross-sells.

Upselling 65

Upselling Advertising Metrics B2B 65

Global Response

AUGUST 7, 2023

In this article, we’re breaking down the recent data and future trends to demonstrate why your call center is an essential element in customer retention—and how to use it effectively. In addition, seamless, personalized experiences are becoming a cornerstone in customer service that can make or break a customer’s loyalty and lifetime value.

Customer retention 62

Customer retention Call Center Upselling Personalization 62

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. He also sits on the board of Directors for CSPN. Brad Cleveland, Author, Speaker & Consultant.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Nicereply

FEBRUARY 2, 2024

This article examines what customer success is and why it’s important, and shares valuable tips to build a customer success strategy. As such, account managers offer them personalized support and tailored solutions to grow these accounts and generate more revenue for the business. What is Customer Success?

Education 59

Education Accountability Customer retention Journey mapping 59

Totango

SEPTEMBER 13, 2022

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. Track metrics measuring customer success. Expansion of product usage through upsells. Optimize customer onboarding. Onboarding.

SaaS 87

SaaS Upselling Best practices Customer retention 87

CustomerSuccessBox

SEPTEMBER 2, 2021

CAC is an important metric for growing businesses to determine profitability and efficiency. In this article, I will explain why the CAC metric is important, how you can measure and improve it. The average amount each person spends: Sum of what each customer spends over their lifetime / the number of customers.

SaaS 52

SaaS Metrics Advertising Sales 52

Totango

AUGUST 18, 2022

In this article, we’ll cover what you need to know to create an effective onboarding checklist. Personalizing dashboard interfaces. It also promotes higher product usage, increases the likelihood of upselling purchases and encourages customers to become enthusiastic brand advocates. Assigning account managers.

Journey mapping 93

Journey mapping SaaS Upselling Enterprise 93

Playvox

APRIL 27, 2023

Let’s take a closer look at each for a deeper understanding of how they can bring a positive transformation in the personalized service you deliver as well as your daily operational efficiency. Leverage advanced analytics to gauge metrics such as customer retention rates and employee productivity.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

CustomerSuccessBox

FEBRUARY 2, 2022

If the acquired company doesn’t have a customer success function, you can show customer success value through this article: Customer Success as a profit center. tools and tell a story about how the acquisition will help them personally. Drive a gentle upselling process. Learn about the strategies to increase upsells!

Upselling 52

Upselling Education Accountability Engineering 52

Totango

JULY 13, 2021

In the future, you may be able to offer them an upsell. Our Spark platform enables you to automate success strategies for each stage of your customer’s journey by combining optimized workflows with customer-centric data so you can deliver a personalized customer experience at scale. And if a customer does cancel, find out why.

Customer centricity 101

Customer centricity B2C Enterprise Upselling 101

Customer Service Life

OCTOBER 20, 2017

This article was originally published on CustomerThink on September 14,2017 as my regular Advisor column. I’ve personally handed out many a gift card in my day after saying something along the lines of, “if you get this extra thing done today or you complete X amount of this thing this month, you’ll earn $X to Amazon, Starbucks, and the like.”

Gamification 68

Gamification Upselling Contact Center Metrics 68