Totango

JUNE 23, 2020

Five basic customer success best practices can help move the needle on your net promoter scores: Segment to Find Trends. Regularly Survey Customers. A low score means you must reengage your customer success planning and work to provide additional value to your customer. Send NPS surveys to customers by segment.

Best practices 62

Best practices Brand ambassadors Surveys Enterprise 62

Lumoa

NOVEMBER 29, 2021

The people driving customer experience improvements are not always able to quantify the improvements in monetary terms (determining the ROI of customer experience). Our customer satisfaction increases – so what? If you improve the availability of customer support agents, you certainly know how much it is going to cost.

Customer Experience 103

Customer Experience Metrics Feedback Banking 103

Totango

FEBRUARY 10, 2021

This will guide your employees to take steps that promote customer success, generating results that yield higher customer retention. Set Success Goals for Each Stage of Your Customer Journey Map. To put your goals of promoting customer success into action, you can define benchmarks that measure success in quantifiable terms.

Customer retention 85

Customer retention Journey mapping Benchmark SaaS 85

NobelBiz

FEBRUARY 14, 2023

Additionally, by using CRM to analyze customer data, contact centers can identify new sales opportunities and cross-selling and upselling opportunities. Customer Satisfaction Scores (CSAT) : Customer satisfaction scores are another metric used to measure the efficiency of a contact center.

CRM 52

CRM Contact Center Metrics Benchmark 52

CSM Practice

APRIL 13, 2021

As a customer success manager, you have to connect with your customer over their triumphs and frustrations to develop a long-term relationship. Customer success managers often encounter obstacles and pressure in retaining and keeping numerous accounts. How to ensure that customers receive proper guidance? Challenges.

Management 52

Management Customer retention Upselling Accountability 52

delighted

MARCH 4, 2020

Consumers experience your brand in many different ways, whether by using your product and interacting with customer support, or through word-of-mouth on channels outside of your control. And with each new interaction, their perception of your brand can change, potentially leading to a new customer or a lost one.

Customer Experience 52

Customer Experience Management Journey mapping Surveys 52

Lumoa

JULY 10, 2018

The people driving customer experience improvements are not always able to quantify the improvements in monetary terms. Our customer satisfaction increases – so what? If you improve the availability of customer support agents, you certainly know how much it is going to cost. Does it increase our revenue or profit?

Customer Experience 121

Customer Experience Metrics Banking Feedback 121

delighted

MARCH 4, 2020

Consumers experience your brand in many different ways, whether by using your product and interacting with customer support, or through word-of-mouth on channels outside of your control. And with each new interaction, their perception of your brand can change, potentially leading to a new customer or a lost one.

Customer Experience 43

Customer Experience Management Journey mapping Surveys 43

JivoChat

MARCH 25, 2021

Companies with the strongest omnichannel customer engagement strategies (that include live chat support) retain an average of 89% of their customers. 22% of surveyed companies recorded a 5-10% increase in revenue because of live chat. (99 Aberdeen Group ).

Wait times 52

Wait times Sales Scripts B2B 52

JivoChat

MARCH 25, 2021

Companies with the strongest omnichannel customer engagement strategies (that include live chat support) retain an average of 89% of their customers. 22% of surveyed companies recorded a 5-10% increase in revenue because of live chat. (99 Aberdeen Group ).

Wait times 52

Wait times Sales Scripts B2B 52

Pointillist

MARCH 22, 2018

JetBlue has in the past made as much as an additional $140million in revenue through its upsell program called ‘Even More Space.’. There are many such examples of B2C and B2B companies that are using upsell and cross-sell opportunities to generate profits. In this post, I take a detailed look at: What is upsell and cross-sell?

Upselling 71

Upselling Analytics B2B B2C 71

delighted

FEBRUARY 22, 2019

Luckily, there are several tried and true methods of collecting and analyzing customer data. In this post, we’ll walk you through 7 customer survey types that can be leveraged to contextualize your customer feedback and dramatically improve your CX program. Launching a Customer Experience Program. Graphic Surveys.

Surveys 57

Surveys Customer effort Feedback Benchmark 57

ProProfs Blog

DECEMBER 21, 2020

A lot of business owners want to reduce customer churn and retain as many as possible. Stable customer base results in higher referrals, improved upsell revenue and increased lifetime value (LTV) which further results in improved customer acquisition in future. Lack of a Great Customer Support.

Surveys 148

Surveys Benchmark Feedback Sales 148

Fonolo

FEBRUARY 9, 2023

Or how many opportunities to upsell a customer were missed because the customer support agent didn’t have the time to build a relationship with the customer? 3. Service level came in fourth place, behind customer satisfaction, FCR, and advisor satisfaction!

Service level 142

Service level Call Center Abandon rate Metrics 142

JustCall

APRIL 28, 2022

Call intelligence is the process of recording, analyzing and reporting inbound or outbound customer calls with the primary objective of driving valuable insights that can be used in optimizing sales and customer support processes. This can help them make more informed sales decisions and improve the overall customer experience.

Sales 52

Sales Coaching CRM Metrics 52

JustCall

MARCH 9, 2023

Conversation intelligence technology uses artificial intelligence to analyze and optimize conversations in sales calls, demos, and customer support interactions. The system then analyzes the text to extract important information about your customers’ needs, wants, and concerns. Who Should Use Conversation Intelligence Software?

Coaching 52

Coaching Sales Chatbots Analytics 52

ChurnZero

MARCH 22, 2019

This was just one of the takeaways from our well-attended webinar this week on- Understanding the Real Impact of Improving Retention and Customer Success Best Practices. To better understand the impact, we had Rob Belcher, Managing Director at SaaS Capital share benchmarking data from their eighth annual survey of private B2B SaaS companies.

Customer retention 61

Customer retention Upselling SaaS Customer centricity 61

Babelforce

AUGUST 13, 2020

CRM strategy extracts incredible value from data you already have The contact center isn’t always where CRM strategy is born – even though they do manage most customer relationships! Strong areas of focus include upselling, reduced acquisition costs and customer loyalty. CRM stands for Customer Relationship Management.

CRM 52

CRM Contact Center Upselling Customer retention 52

SmartKarrot

OCTOBER 12, 2022

This should be made clear in pre-sale conversations with customers. Account managers do this by cross-selling or upselling more products to existing customers. Research consistently shows that keeping and selling current customers yields a higher return on investment (ROI) than finding new clients.

B2B 10

B2B Accountability Brand ambassadors Customer advocacy 10

Fonolo

JUNE 9, 2014

Or how many opportunities to upsell a customer were missed because the customer support agent didn’t have the time to build a relationship with the customer? If we take the time to understand why our customers are calling, we may find that they may stand to wait a little longer to speak to someone.

Service level 96

Service level Call Center Abandon rate Metrics 96

Amity

OCTOBER 23, 2018

There is a long list of metrics for each pillar of Customer Success but for the purposes of this post I’ll focus on the key metrics for Customer Success Management and the metrics commonly used for CS as a whole (I’ll save customer support and customer education metrics for another post).

Metrics 76

Metrics Best practices Customer retention SaaS 76

Comm100

OCTOBER 11, 2017

Companies with a jointly-owned social media customer service strategy enjoy the following benefits: First Contact Resolution. When your social media support is jointly-owned, customers can rest assured that someone on your social media customer support team is equipped to handle their question, problem or complaint.

Customer Service 49

Customer Service Customer Care Morale Marketing 49

Comm100

FEBRUARY 6, 2018

Company Seeks Omnichannel Customer Support Software. Which Factors Should I Consider When Deciding on a Customer Engagement Tool. Zendesk offers a range of products to help companies improve their customer relationships. Company Seeks Omnichannel Customer Support Software. Deployment : Cloud, SaaS, Web.

CRM 42

CRM Enterprise SaaS Marketing 42