GetFeedback

JANUARY 28, 2019

The results from Net Promoter Score (NPS) surveys are the most underutilized tool in business. Okay, it’s a bold statement, but the potential locked up inside your NPS survey results is huge. Here are 5 ways to turn your NPS survey results into actionable insight. Combine NPS survey results with your CRM.

Surveys 98

Surveys CRM Upselling Analytics 98

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

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. Leverage customer data when creating cross-sell upsell recommendations.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

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

Totango

AUGUST 23, 2022

In this article, we’ll cover what you need to know about B2B customer journey touchpoints and how to plan them out to deliver tremendous customer success. For example, a website visit, an online sales purchase and a phone support call are all potential customer journey B2B touchpoints. Administering customer satisfaction surveys.

B2B 117

B2B Journey mapping SaaS Engineering 117

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

Totango

NOVEMBER 10, 2021

It is great to reward your employees for driving growth, however, putting too much focus on revenue generation could drive your CS team to be focused more on sales than success, which can be off-putting to your customers. According to the results of the survey, these four factors have the greatest impact: Team/Company Performance.

Upselling 86

Upselling Enterprise Surveys Sales 86

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. eDigital surveyed in 2013, where 73% of people surveyed said that they preferred live chat to use email, SMS, social media, the phone, and so on.

Chatbots 159

Chatbots Feedback Surveys Sales 159

Fonolo

JULY 5, 2023

How they approach upselling opportunities Upselling is something that all your customer-facing employees should be doing — not just sales. And the customer journey doesn’t end when you make the sale; your level of service post-sale is as (if not more) important than pre-sale.

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

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

Totango

NOVEMBER 10, 2021

It is great to reward your employees for driving growth, however, putting too much focus on revenue generation could drive your customer success team to be focused more on sales than success, which can be off-putting to your customers. Expansions & Upsells. How Totango Can Help. Ready to get started?

Upselling 75

Upselling Enterprise Surveys Sales 75

Totango

AUGUST 16, 2022

Identifying customers in the market for upsell offers and referral invitations. Highly active customers and satisfied users may be open to renewing and purchasing upgrades or additional upsell products. Hubspot provides CRM features for use across organizations, including marketing, sales, customer service and operational teams.

Customer retention 100

Customer retention Upselling CRM SaaS 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. 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

Amity

FEBRUARY 24, 2016

Issue 77 - Customer Success Articles that are Certified Classics (Part 3). How do we decide which articles are Customer Success Classics? Well, to become certified classic, an article must be written well, easy to read, and most importantly, feature great content. • The Link Between Customer Success, Retention, and Upsells.

Upselling 48

Upselling SaaS Best practices Customer retention 48

Totango

AUGUST 25, 2022

In this article, we’ll offer some tips for a winning customer engagement SaaS strategy. It increases customer satisfaction and loyalty, driving higher subscription renewal rates, reduced churn, and more sales from upsells and referrals. Extend upsell offers or referral incentives to customers with high satisfaction ratings.

SaaS 98

SaaS Upselling Metrics Journey mapping 98

Lumoa

SEPTEMBER 8, 2020

They’ve been replaced by apps and points and surveys. With that in mind, in this article, we cover why customer loyalty is important, along with a few metrics you can track to better understand your customer’s loyalty. Commonly, businesses may use something like an NPS survey. Simpler times, right? It’s not an uncommon story.

Upselling 83

Upselling Metrics Surveys Marketing 83

ChurnZero

MARCH 24, 2023

Using only NPS to measure a CS team is far too narrow, it’s easy to game (depending on who you survey and how you cut the data), and it lacks context. So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. What’s your sales motion?

Upselling 98

Upselling Metrics SaaS Sales 98

ChurnZero

MARCH 24, 2023

Using only NPS to measure a CS team is far too narrow, it’s easy to game (depending on who you survey and how you cut the data), and it lacks context. So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. What’s your sales motion?

Upselling 97

Upselling Metrics SaaS Sales 97

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.

Best practices 52

Best practices Finance Upselling Customer retention 52

Lumoa

APRIL 28, 2024

In This Article: Why You Need a Customer Experience (CX) Platform Platform Overview Which Platform Fits Your Needs? You can even find opportunities for cross-selling, upselling, or personalized promotions by using real-time insights and trends generated by AI. You reach them where they are with the messages that resonate with them.

Feedback 83

Feedback Consulting Consulting Enterprise 83

Totango

AUGUST 14, 2020

Lucid bridges the gap between global questions and human answers by connecting buyers and sellers in one central location for survey sample groups. Which then got our account teams, sales team, product teams, and support teams all excited and asking how to leverage Totango. The engagement level with sales has been very high.

Accountability 156

Accountability Feedback Sales Upselling 156

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

Babelforce

JUNE 17, 2021

A modern service or sales conversation could easily involve jumping from a text-based chat to a voice call. Do you associate outbound calling with cold sales calls? See – who needs thousands of cold sales calls when simply contacting new customers provides so much more value!). #2 A lot of people do. 5 Improving retention.

Call Center 97

Call Center Customer retention Contact Center voip 97

Lumoa

OCTOBER 20, 2022

This article will explore the key components of customer experience and how you can use them to scale your business. Companies that rank the highest in customer experience surveys also have the highest scores for customer retention. An excellent way to do this is through using survey analytics and social media reviews.

Customer Experience 122

Customer Experience Banking Customer retention Customer advocacy 122

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. Today, you’d be hard-pressed to find a high-velocity sales, marketing, or product team without a designated operations function. The SaaS Debate: Who Owns the Renewal and Upsell?

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

ShepHyken

SEPTEMBER 24, 2021

This week we feature an article by Noa Danon, co-founder and CEO of EverAfter, a company that helps build lasting relationships with customers and partners using data and content. SaaS has changed the traditional sales rules. Here are a few reasons why Customer Success should be separated from Sales.? .

SaaS 388

SaaS Sales Customer Experience Upselling 388

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

Totango

MARCH 26, 2021

If you search Google, you’re likely to find every other article giving a slightly different opinion. In this article, we’ll paint a full picture that incorporates the latest technology and provides actionable advice for optimizing each stage of the customer lifecycle. Include an opt-in form where visitors can join your email list.

SaaS 66

SaaS Best practices Upselling Education 66

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. Let’s dive in. Ready to perfect your CX?

Call Center 62

Call Center Customer Experience outsourcing Brand ambassadors 62

ChurnZero

JANUARY 25, 2024

Skillset 1: Sales acumen In 2024, driving revenue is a primary responsibility of CS. 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. Today, hybrid models are becoming more common.

Education 52

Education Upselling Consulting Consulting 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

SEPTEMBER 17, 2021

What these various forms of the freemium SaaS model all have in common is that they take product-led growth approach to marketing and sales. The freemium sales model has become widespread in the SaaS industry. Creates Upsell Opportunities. Why is it so common? Differentiating You from the Competition.

SaaS 75

SaaS Best practices Upselling Journey mapping 75

Totango

APRIL 30, 2021

To calculate your average CAC, total up all the marketing and sales costs that go into your acquisition efforts for a given period. The procedure for calculating CAC can be expressed through the formula: CAC = Total marketing and sales costs for customer acquisition / Total number of customers acquired. The result is your average CAC.

Customer retention 63

Customer retention Advertising Engineering Upselling 63

Totango

JULY 8, 2021

With this system, alerts are automatically generated about any customer who requires attention – be it a customer with deteriorating health or an upsell opportunity that is set to renew soon. It can include: Customer Feedback: What anecdotal feedback has been collected by the extended customer team and surveys such as NPS and CSAT?

Upselling 65

Upselling Accountability Customer retention Metrics 65

Totango

AUGUST 18, 2022

In this article, we’ll cover what you need to know to create an effective onboarding checklist. It also promotes higher product usage, increases the likelihood of upselling purchases and encourages customers to become enthusiastic brand advocates. Designing a post-onboarding survey to incorporate into your customer journey workflow.

Journey mapping 94

Journey mapping SaaS Upselling Enterprise 94

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. This will simplify your B2C or B2B sales lead generation efforts since prospective clients will come to you with pre-established trust courtesy of the positive reviews by your happy customers.

Education 59

Education Accountability Customer retention Journey mapping 59

Quality Contact Solutions

FEBRUARY 12, 2021

For decades, businesses have used outbound telemarketing to facilitate their sales efforts. From direct telephone sales, appointment setting for their outside sales teams, toll-free inbound numbers, product & customer satisfaction surveys, and countless other ways. The call center does the prospecting.

Telemarketing 98

Telemarketing B2B Call Center Sales 98