Global Response

MAY 22, 2023

Modern inbound call centers make use of IVR and ACD technology to automatically route callers to the appropriate departments or agents to handle their calls. If you have an existing call center, you should analyze call center performance and efficiency metrics to understand your benchmarks before bringing on a new team.

Call Center 62

Call Center outsourcing Benchmark Metrics 62

CSM Practice

JUNE 16, 2020

Per CSM Practice COVID 19 Survey results , customers are now more used to having video conferences with vendors and a remote business review should be appropriate. Benchmarks. o Generally, customers appreciate benchmarks, let alone when their entire competitive landscape must deal with COVID-19 impact. Lessons learned.

Benchmark 64

Benchmark Upselling Best practices Surveys 64

ChurnZero

MARCH 18, 2022

I would look at NPS in an annual NPS survey by buyer role. I could imagine doing a forecast off the surveys where you use the intent-to-renew survey to say, “We think your book of business at renewal is worth this, go beat that.” This question refers to survey results from KeyBanc Capital Markets. What’s your NRR?”

SaaS 98

SaaS Metrics Enterprise Surveys 98

Totango

AUGUST 18, 2022

Finally, we’ll offer some tips on why optimizing your onboarding process matters and how you can leverage technology to integrate your checklist into an efficient onboarding process. It also promotes higher product usage, increases the likelihood of upselling purchases and encourages customers to become enthusiastic brand advocates.

Journey mapping 93

Journey mapping SaaS Upselling Enterprise 93

Totango

AUGUST 25, 2022

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

SaaS 97

SaaS Upselling Metrics Journey mapping 97

Fonolo

JULY 5, 2023

These are typically generational trends caused by new technology or information about a product. 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.

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

Quality Contact Solutions

FEBRUARY 26, 2021

SOC 2 Type II certification is considered to be the benchmark for data security. QCS offers many telemarketing services, including outsourced sales, upselling, cross-selling, surveys, lead generation, sales lead qualification, appointment setting, inside sales, and inbound customer service. and compliance professionals. “SOC

Telemarketing 52

Telemarketing B2C outsourcing Benchmark 52

Totango

JUNE 23, 2020

Regularly Survey Customers. Strong scores could encourage you to take action in the form of upsell, cross-sell, and expansion campaigns , or by developing a customer case study or asking the customer to speak at an event. The first of those is a way of leveraging technology to take advantage of patterns among customers.

Best practices 62

Best practices Brand ambassadors Surveys Enterprise 62

ChurnZero

AUGUST 14, 2020

Track free-trial users for upsell opportunities to convert to paid users. NPS software is used to create, deploy, and manage NPS surveys. NPS surveys produce a score that is used as a customer satisfaction benchmark to measure your customers’ likelihood to recommend you to a friend or colleague. What is NPS software?

CRM 87

CRM Finance Upselling Accountability 87

Lumoa

NOVEMBER 29, 2021

Insightful analytics is possible with modern technologies such as Lumoa that have machine-learning-based text analytics. However, this result was based on a survey with a target group of decision-makers responsible for digital experiences in large corporations. It is not too difficult to listen to the customer. What to do in that case?

Customer Experience 103

Customer Experience Metrics Feedback Banking 103

PeopleMetrics

APRIL 17, 2015

A recent Gartner survey found that 89% of companies plan to compete primarily on the basis of customer experience (CX) by 2016. This subjective perception makes CX optimization evasive, ambiguous, and challenging to measure and benchmark. However, to enhance your CX, you must first measure and benchmark it. Know This….

Marketing 108

Marketing Customer Experience Benchmark Wireless 108

CSM Practice

OCTOBER 15, 2019

A TSIA benchmark study on renewal rates showed that there is a 13.7 In dollar value, this can result in significant potential revenue loss, especially for large technology companies. Resolving those problems result in increased renewal rate, increased adoption, and easier upsells. All Renewals Are Not Equal.

Benchmark 40

Benchmark SaaS Journey mapping Analytics 40

Totango

FEBRUARY 10, 2021

To put your goals of promoting customer success into action, you can define benchmarks that measure success in quantifiable terms. Defining desired outcomes enables you to establish benchmarks that can be used to measure customer success. Your customer success strategy will work best when supported by complementary technology.

Customer retention 85

Customer retention Journey mapping Benchmark SaaS 85

NobelBiz

FEBRUARY 14, 2023

CRM strategies involve using technology to store and analyze customer data and automate and streamline sales and marketing processes. Additionally, by using CRM to analyze customer data, contact centers can identify new sales opportunities and cross-selling and upselling opportunities.

CRM 52

CRM Contact Center Metrics Benchmark 52

VHT

OCTOBER 18, 2018

These five proven technologies will help meet that challenge, especially when deployed in innovative, customer-savvy applications. They can also access customer history, account information and product lists to personalize service or offer upsells. Employee Engagement Technology. People love using chatbots for simple tasks.

Contact Center 48

Contact Center Gamification Employee engagement Chatbots 48

Transparent BPO

AUGUST 20, 2019

As such, they don’t emphasize technology upgrades or process improvements for in-house centers and, when outsourcing, settle for the least expensive options. ” It advises that contact centers use feedback mechanisms, such as post-resolution phone surveys, email surveys, and, when possible, in-person conversations.

Contact Center 69

Contact Center outsourcing Surveys Call flow 69

CSM Practice

APRIL 13, 2021

Identifying opportunities for upselling and cross-selling is one thing a CSM must deliberately focus on to implement proactive expansion selling. Prepare to benchmark data to see how well your customer is doing in comparison to their competitors. . How to ensure that customers receive proper guidance? Expansion Selling. Salesforce.

Management 52

Management Customer retention Upselling Accountability 52

Pointillist

MARCH 20, 2019

Cross-sell/Upsell Customers who are delighted with their experience spend more with a business by buying additional products and services. It can do so without annoying your customers after every interaction (while taking into account any survey results that you already have). Segment Customers Not all customers are alike.

Customer Experience 59

Customer Experience Banking Metrics Analytics 59

Lumoa

JULY 10, 2018

Insightful analytics is possible with the modern technologies such as machine-learning-based text analytics. However, this result was based on survey with target group of decision makers responsible for digital experiences in large corporations. It is not too difficult to listen to the customer. Still only partially convinced?

Customer Experience 121

Customer Experience Metrics Banking Feedback 121

JivoChat

AUGUST 18, 2021

This kind of customer-centric mentality can drive new business, boost customer retention rates, and create new benchmarks for goals. This can include your business’s culture and people, your products and services, how you share information, all channels and touchpoints, as well as the technology you use. Give employees the right tools.

Customer Experience 52

Customer Experience Chatbots Customer retention Feedback 52

Lumoa

JANUARY 31, 2023

It’s very likely, that you have already answered NPS surveys multiple times yourself. Leaders in a variety of business industries use NPS , which makes NPS a great benchmarking tool. Follow up with deeper surveys If needed extend the depth of understanding with follow-up surveys.

Customer Experience 176

Customer Experience Customer centricity Metrics Feedback 176

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

JivoChat

MARCH 25, 2021

22% of surveyed companies recorded a 5-10% increase in revenue because of live chat. (99 Also, make use of upselling and cross-selling strategies to boost your average ticket size and sell more. More and more companies are investing in this technology to improve support and increase conversion rates. Aberdeen Group ).

Wait times 52

Wait times Sales Scripts B2B 52

JivoChat

MARCH 25, 2021

22% of surveyed companies recorded a 5-10% increase in revenue because of live chat. (99 Also, make use of upselling and cross-selling strategies to boost your average ticket size and sell more. More and more companies are investing in this technology to improve support and increase conversion rates. Aberdeen Group ).

Wait times 52

Wait times Sales Scripts B2B 52

Totango

JANUARY 10, 2024

For Waystar, a technology platform that simplifies payments across the revenue cycle for healthcare organizations, this consultative approach unlocked cross-functional alignment, customer satisfaction, and exponential business growth.

Sales 93

Sales industry standards Benchmark Healthcare 93

ChurnZero

MARCH 31, 2023

This will be a mixture of advice, guidance and mentoring, as well as ensuring that the technology is doing the job it’s intended to do. If the vendor has been smart enough to collect aggregate data about how its customers use the product or service, it can also offer useful benchmark metrics to bolster that guidance.”

Benchmark 98

Benchmark B2B Accountability Consulting 98

Lumoa

FEBRUARY 20, 2018

It's very likely, that you have already answered NPS surveys multiple times yourself. Leaders in variety of business industries use NPS , which makes NPS a great benchmarking tool. Follow up with deeper surveys If needed extend the depth of understanding with follow up surveys.

Customer Experience 150

Customer Experience Customer centricity Feedback Metrics 150

Fonolo

FEBRUARY 9, 2023

The longevity of service level is astonishing if you consider the enormous changes that have occurred in customer service technology over the last few decades. It was arbitrarily chosen in the early days of call center technology. Rockwell, which got out of the call center business in 2004, was one of the pioneers of the technology.

Service level 142

Service level Call Center Abandon rate Metrics 142

JustCall

MARCH 9, 2023

Conversation intelligence is an AI-powered technology used by customer-facing groups to gain valuable insights into every customer interaction. Using advanced technology solutions can make all the difference here. You can compare your reps’ performance with industry benchmarks across industries and roles.

Coaching 52

Coaching Sales Chatbots Analytics 52

CustomerSuccessBox

JULY 19, 2021

Hence, Customer Success Management together with a solid strategy results in a decreased customer churn, increased upsell opportunities, and renewals. As per a survey by SurveySparrow , although only 8% of the companies’ KPIs were NPS, 63.16% of companies use NPS as a success metric. Technology Adoption – CS tools.

SaaS 52

SaaS Customer retention Surveys Chatbots 52

NobelBiz

JULY 25, 2023

It’s the technological marvel that deciphers vast streams of customer interactions, offering invaluable insights to the very heart of a business’s operations. Feedback Forms: Post-call or post-chat surveys and feedback forms provide direct customer insights which are then fed into the analytics system.

Analytics 98

Analytics Call Center Scripts Contact center software 98

JustCall

APRIL 28, 2022

Call intelligence systems have been around for years, but the technology has evolved over time from simple call recording solutions to all-in-one platforms that are powered by artificial intelligence. Call intelligence technology analyzes conversations and provides suggestions to reps on the fly. Enhance customer service delivery.

Sales 52

Sales Coaching CRM Metrics 52

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

Pointillist

JULY 25, 2018

Customer journey analytics is a new technology and many companies are grappling with the same questions. 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.? Upsell and Cross-sell Revenue Growth.

Analytics 93

Analytics Government APIs Metrics 93

Comm100

FEBRUARY 20, 2018

According to research by McKinsey, 29% of customer service positions in the US could be automated through Chatbots and other currently available technology. According to our 2018 Live Chat Benchmark Report , Comm100’s Chatbot takes care of about 20% of all incoming live chat inquiries alone. And, Chatbots more than pull their weight.

Chatbots 53

Chatbots Contact Center Benchmark Chief Customer Officer 53

SmartKarrot

OCTOBER 12, 2022

Your product no longer exists in a vacuum; it is now a component of your customer’s technology stack. Leadership must decide that the value of an innovative technology outweighs not only licensing costs but also these ancillary factors before moving forward with it. Product walkthrough. Does it improve or speed up processes?

B2B 10

B2B Accountability Brand ambassadors Customer advocacy 10

Amity

JANUARY 27, 2016

As a startup, sometimes growth can be deceiving because of the initial excitement over new technology and the illusion of heavy cash flow. • The Link Between Customer Success, Retention, and Upsells. Expanding revenue from existing customers leads us to the topic of upsells. it will help them hit a new level of achievement.

Upselling 57

Upselling SaaS Best practices Sales 57