Totango

AUGUST 25, 2022

It increases customer satisfaction and loyalty, driving higher subscription renewal rates, reduced churn, and more sales from upsells and referrals. For example, you can: Extend premium upgrade offers to freemium customers. Invite customers who are nearing subscription renewal to participate in customer satisfaction surveys.

SaaS 97

SaaS Upselling Metrics Journey mapping 97

delighted

FEBRUARY 22, 2019

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. Some of the most important CX data comes from surveys. Customer surveys, by contrast, are used by companies to ask targeted questions to existing customers.

Surveys 57

Surveys Customer effort Feedback Benchmark 57

Totango

JUNE 4, 2021

For example, you can set up Totango Spark’s SuccessBLOC modules to trigger automated messages based on specific customer behaviors. Or if a customer has not used an important feature yet, you can remind them about it with in-product messaging or by providing an NPS survey. Cater Promotions to Client Needs. Reward Customer Loyalty.

B2C 62

B2C Upselling Journey mapping B2B 62

Fonolo

JULY 5, 2023

How they approach upselling opportunities Upselling is something that all your customer-facing employees should be doing — not just sales. We have much more detailed information about surveying later in this blog. Binary Questions These are the simplest questions in your survey. How many people work at your company?”

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

Totango

MARCH 5, 2021

Second , you can use your current CRR as a baseline to set goals and benchmarks for improvement. Let’s take an example of how this formula works in practice. For example, in the SaaS industry, 35% is a good retention rate. Using the same example, let’s say you started the month with $200,000 in revenue. 95 x 100 = CRR.

Customer retention 86

Customer retention Upselling Enterprise Benchmark 86

RapportBoost

DECEMBER 26, 2018

For example, during complex inquiries, 38% of customers prefer to be connected to a live agent right away compared to only 16% that prefer live agents during routine inquiries. But, in a related survey, 41% of customers preferred live chat compared to 32% who preferred telephone, and 23% who preferred email.

Benchmark 40

Benchmark Contact Center Chatbots Metrics 40

Totango

AUGUST 23, 2022

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. Making upsell offers. Customer satisfaction surveys. Upsell offers. What Are B2B Customer Journey Touchpoints? Delivering customer support.

B2B 116

B2B Journey mapping SaaS Engineering 116

Global Response

MAY 22, 2023

Typically, these call centers focus on one of the following areas: customer service or support help desk services technical support order taking Inbound call centers vary in cost depending on the services needed and the location of the call center—for example, nearshoring is an affordable alternative compared to domestic call centers.

Call Center 62

Call Center outsourcing Benchmark Metrics 62

ChurnZero

MARCH 18, 2022

I would look at NPS in an annual NPS survey by buyer role. For example, say we knew this $500k customer told us they’re not renewing. Their report shares the results from a survey of private SaaS companies which KBCM Technology Group’s software investment banking team conducted in June and July 2021. Is that fair, Dave?

SaaS 98

SaaS Metrics Enterprise Surveys 98

ChurnZero

AUGUST 14, 2020

Examples: Salesforce , HubSpot , Netsuite , and Copper. . Examples: Zendesk , Help Scout , Jira Software , Salesforce Desk , and Freshdesk. . For example, create an alert if a customer event decreases by X% over Y time period as a sharp decline in logins or core function usage indicates they are no longer engaged with your product.

CRM 87

CRM Finance Upselling Accountability 87

Totango

APRIL 11, 2019

It is a powerful tool for capitalizing on potential upsell opportunities and preventing customer churn. For example, an engagement score would rank active daily usage within an account against other accounts. and the survey data by 0.85. Properly Weigh Your Metrics. Not all metrics are created equal.

Metrics 87

Metrics Upselling Accountability Enterprise 87

Totango

AUGUST 18, 2022

It also promotes higher product usage, increases the likelihood of upselling purchases and encourages customers to become enthusiastic brand advocates. For example, an essential onboarding KPI is time to complete onboarding. Establishing benchmarks representing progression and completion of onboarding.

Journey mapping 93

Journey mapping SaaS Upselling Enterprise 93

Totango

JUNE 23, 2020

Regularly Survey Customers. A customer may have a strong respect for you and your performance, for example, even though their cash flow volatility suggests they are in danger of churning. Send NPS surveys to customers by segment. Regularly Survey Customers. Best practice is to send out a survey after each “success event.”

Best practices 62

Best practices Brand ambassadors Surveys Enterprise 62

Totango

FEBRUARY 10, 2021

To put your goals of promoting customer success into action, you can define benchmarks that measure success in quantifiable terms. For example, during the onboarding stage, completing account set-up within a week of purchase might represent success, while failing to do so within this time frame might represent failure.

Customer retention 85

Customer retention Journey mapping Benchmark SaaS 85

Babelforce

AUGUST 13, 2020

Strong areas of focus include upselling, reduced acquisition costs and customer loyalty. The often overlooked factors include: The profit margin of the products that customer buys The customer’s ‘added value’ (do they make a lot of referrals, for example) The cost of retaining that customer. Here are some examples: Retention calls.

CRM 52

CRM Contact Center Upselling Customer retention 52

Lumoa

NOVEMBER 29, 2021

However, this result was based on a survey with a target group of decision-makers responsible for digital experiences in large corporations. As Maurice Fitzgerald points out, the results of CSAT and NPS surveys are likely to point out both kinds of factors, while the Customer Effort Score typically captures detraction drivers.

Customer Experience 103

Customer Experience Metrics Feedback Banking 103

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. On the positive side, managers are typically engaged in closing the loop with dissatisfied survey participants.

B2B 62

B2B Feedback B2C Enterprise 62

Infinity

MAY 9, 2022

For example, Saint Leo University were able to reduce their number of missed calls by 26% - even with more phone calls coming in - by using Infinity’s suite of tools to identify when high volumes of calls were happening and adjusting the hours of their call centre staff to accommodate this. Why is it important? How can it be tracked?

Metrics 52

Metrics Abandon rate Average Handle Time Analytics 52

Fonolo

FEBRUARY 9, 2023

For example, you know nothing about how bad the 20% of unanswered were. 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. For example: “We met our service level targets in six out of eight time ranges today.”

Service level 142

Service level Call Center Abandon rate Metrics 142

VHT

OCTOBER 18, 2018

Casper Mattresses, for example, has developed the insomnobot-3000 which chats with people between 11 pm and 5 am to keep them company if they can’t sleep. They can also access customer history, account information and product lists to personalize service or offer upsells. The advantage of callbacks extends beyond the phone.

Contact Center 48

Contact Center Gamification Employee engagement Chatbots 48

Pointillist

MARCH 20, 2019

In this post, I’ll walk through a detailed example to illustrate the steps needed to calculate your customer experience returns, costs and ROI, and how to use this ROI to build a successful CX program. Cross-sell/Upsell Customers who are delighted with their experience spend more with a business by buying additional products and services.

Customer Experience 59

Customer Experience Banking Metrics Analytics 59

Help Scout

JULY 20, 2021

In this post, we’ll explore the fundamental concepts of a customer-oriented culture, give some examples of customer-oriented companies and how they function, and break down the steps of how you can encourage a customer-oriented perspective within your team and company. Take, for example, the iPod.

Sales 145

Sales Feedback Metrics Surveys 145

Pointillist

JULY 25, 2018

What are the quantitative business goals that will influence the journey analytics project e.g., churn, retention, acquisition, cross-sell, upsell, purchase, rate of renewal etc.? Good examples of each would be: Customer Metrics: Net Promoter Score (NPS), Customer Satisfaction Score(CSAT) or. Upsell and Cross-sell Revenue Growth.

Analytics 93

Analytics Government APIs Metrics 93

Amity

OCTOBER 23, 2018

However, if you have fewer customers who are only on annual contracts and who you upsell and cross-sell to, you would want to keep a closer eye on Net Revenue Churn. This really depends on your industry so you want to familiarize yourself with industry benchmarks. Your customers respond through a rating system of 0 to 10.

Metrics 76

Metrics Best practices Customer retention SaaS 76

JustCall

APRIL 28, 2022

For example, you can find out how much time was spent setting up calls versus actually talking to prospects on the phone, as well as how many reps completed the entire call process. Increase revenues through upselling and cross-selling. You can compare these metrics against market benchmarks and steer your strategy accordingly.

Sales 52

Sales Coaching CRM Metrics 52

ChurnZero

JULY 9, 2020

We send registrants a survey with a topic list and create the agenda using the highest-voted ideas. Here’s an example of a customer question: Customer Spotlights or Interviews – featuring customer interviews on your blog is an easy way to produce unique content while giving customers free publicity and industry authority.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

Amity

NOVEMBER 30, 2016

For example, when a customer launches with our product, we can all celebrate together as it flashes on our TV as well as sends an update to the entire company on our general Slack channel. As an example, at Bluecore I merged our Services team and Customer Success team into a Customer Success department. Churn and upsell metrics.

Metrics 57

Metrics Benchmark Upselling Surveys 57

JivoChat

AUGUST 18, 2021

This kind of customer-centric mentality can drive new business, boost customer retention rates, and create new benchmarks for goals. What Are Examples of a Poor Customer Experience? You’ll find that examples of a poor customer experience come in all shapes and sizes, but there are a few that stand out more than others.

Customer Experience 52

Customer Experience Chatbots Customer retention Feedback 52

JustCall

MARCH 9, 2023

You can compare your reps’ performance with industry benchmarks across industries and roles. Analytics and Benchmarking A conversation intelligence platform will pull data from your calls, emails, and other customer interactions. The best part is that these calls don’t even have to be from your team.

Coaching 52

Coaching Sales Chatbots Analytics 52

delighted

MARCH 4, 2020

For example, one poor customer service experience can overshadow and undermine a streak of positive experiences on other touchpoints. CXM also uncovers opportunities to upsell current customers — if you are able to deliver better experiences to customers, then up to 86% of buyers will be willing to pay you more for the same services.

Customer Experience 52

Customer Experience Management Journey mapping Surveys 52

delighted

MARCH 4, 2020

For example, one poor customer service experience can overshadow and undermine a streak of positive experiences on other touchpoints. CXM also uncovers opportunities to upsell current customers — if you are able to deliver better experiences to customers, then up to 86% of buyers will be willing to pay you more for the same services.

Customer Experience 43

Customer Experience Management Journey mapping Surveys 43

Pointillist

JULY 25, 2018

What are the quantitative business goals that will influence the journey analytics project e.g., churn, retention, acquisition, cross-sell, upsell, purchase, rate of renewal etc.? Is your organization already aware of specific pain points and friction in your customers’ journeys? No background in data science is necessary.

Analytics 43

Analytics Metrics Government Journey mapping 43

Comm100

FEBRUARY 20, 2018

According to our 2018 Live Chat Benchmark Report , Comm100’s Chatbot takes care of about 20% of all incoming live chat inquiries alone. A recent Pelorus research survey found that 74% of contact center managers felt that improved customer service agent technology can decrease error rates and improve the customer experience.

Chatbots 53

Chatbots Contact Center Benchmark Chief Customer Officer 53

SmartKarrot

AUGUST 16, 2022

Only when some metric goes off the benchmark can you know something is wrong. For example: If a specific niche of companies needs a specific feature, they can honestly communicate that. All things renewal, upsell, and other expansion formats can be considered. What do customers feel about the company in their surveys?

Chief Customer Officer 10

Chief Customer Officer Benchmark Finance Metrics 10

Comm100

AUGUST 21, 2018

A Pelorus research survey found that 74% of contact center managers felt that improved customer service agent technology can decrease error rates and improve the customer experience. According to Comm100’s 2018 Live Chat Benchmark Report , the average chat duration for agents is 12 minutes and 20 seconds.).

Metrics 40

Metrics Chatbots Average Handle Time Wait times 40

Comm100

AUGUST 21, 2018

A Pelorus research survey found that 74% of contact center managers felt that improved customer service agent technology can decrease error rates and improve the customer experience. According to Comm100’s 2018 Live Chat Benchmark Report , the average chat duration for agents is 12 minutes and 20 seconds.).

Metrics 40

Metrics Chatbots Average Handle Time Wait times 40

Amity

FEBRUARY 2, 2016

In this webinar, Mitch Macfarlane, SVP of Customer Success at Instructure and Marc Maloy, EVP of Sales at Instructure discuss principles, trends, and real-life examples that will help you enable collaboration between your sales and customer success departments to build a strong customer culture. Customer Success Salary Benchmark Report.

SaaS 80

SaaS Education Customer retention Sales 80