Nicereply

MARCH 16, 2022

Some treat Customer Experience as a synonym to Customer Success, others see Success and Support as part of the CX team, and still, others prefer it reports into Sales as a way to increase upsells and renewals. For example, higher education was a late adoption vertical, but with the pandemic, they needed to offer remote-friendly services.

Sales 111

Sales Customer Experience Upselling Self service 111

Nicereply

JULY 28, 2022

From this blog post, you’ll learn how your sales and customer service teams can work together for great results. Take feedback from customer service teams. The feedback that the customer service team received surprised the founders. Identify opportunities to cross-sell and upsell. Good or bad.

Sales 59

Sales Customer Service Upselling Average Handle Time 59

Totango

MAY 5, 2021

By measuring customer experience, companies can easily become more educated about customer behavior and opinions. How easily they can access support/educational materials. Anticipating which customers are viable candidates for upsell/cross-sell opportunities. Gauge the effectiveness of your customer education touchpoints .

Customer Experience 118

Customer Experience Education Customer centricity Metrics 118

ChurnZero

APRIL 27, 2022

As a vendor, value realization affects customer loyalty and retention, customer satisfaction, referrals and recommendations, and opportunities to upsell. Customer onboarding and ongoing customer education are keys to success. They may be open to upsells, cross-sells, or add-ons. Gathering customer feedback.

Chief Customer Officer 52

Chief Customer Officer Upselling Education Metrics 52

Nicereply

JANUARY 11, 2022

There are a lot of ways to help customers proactively, including educational webinars, in-app notifications, knowledge base articles, and more. They are also more receptive to upselling and suggestions. Plus, you can always invite customers to reply to the email to give more feedback. Head of Customer Service”.

Customer Service 98

Customer Service Surveys Feedback Upselling 98

JustCall

APRIL 3, 2023

In this blog, we’ll learn how. Renewals and upsells : Another important area of responsibility for the customer success team is driving customer renewals and identifying opportunities for upsells. According to data, “increasing customer retention rates by 5% increases profits by 25% to 95%.”

Upselling 52

Upselling Metrics Best practices Customer centricity 52

Expivia

MAY 9, 2021

You want to educate your associates on all of these. It should all be trained, educated, and roleplayed. Associates should include some sort of call to action , like a cross-sell or upsell, as well as any necessary disclosures before they close the call. Train your reps on the proper opening and greeting. Create a Scorecard.

Call Center 98

Call Center Education call center association Analytics 98

ChurnZero

FEBRUARY 23, 2023

Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. In other words, it’s far easier to convince someone who already knows, likes and trusts you to buy more—than it is to reach, educate and convert new customers—in a time when most budgets are under scrutiny.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. In other words, it’s far easier to convince someone who already knows, likes and trusts you to buy more—than it is to reach, educate and convert new customers—in a time when most budgets are under scrutiny.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

JustCall

APRIL 4, 2023

In this blog, we will explore 10 remarkable inbound call center sales techniques and training methods that can help your business succeed. You can create a rich repository of blog posts, ebooks, webinars, and other forms of educational material. They must also monitor their performance and provide feedback on a regular basis.

Call Center 52

Call Center Sales Inbound sales Upselling 52

TeamSupport

MAY 11, 2021

This blog provides the highlights from their talk. 86% of people say they’d be more likely to stay loyal to a business that invests in onboarding content that welcomes and educates them after they’ve bought. It’s one way of getting ahead of the risk of a customer churning or capitalize on an upsell or cross-sell opportunity.

B2B 98

B2B Upselling Metrics Education 98

ChurnZero

MAY 3, 2022

1: SuccessHACKER SuccessHACKER is a CS advisory firm with a mission to inspire, educate and empower the people who power the CS economy. Start with: CSM Mastermind: Sharing Customer Feedback Effectively CSM Mastermind: Handling High-Risk Customers and Preventing Churn Moments of Truth (playlist): Focused, impactful CS advice from leaders.

Journey mapping 52

Journey mapping Customer centricity SaaS Education 52

Totango

OCTOBER 20, 2020

By measuring customer experience, companies can easily become more educated about customer behavior and opinions. How easily they can access support/educational materials. Anticipating which customers are viable candidates for upsell/cross-sell opportunities. Gauge the effectiveness of your customer education touchpoints .

Customer Experience 86

Customer Experience Education Customer centricity Metrics 86

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 often think of word of mouth in the literal sense but these days it’s far more: customer reviews, social media, and micro-blogs are all word of mouth too.

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

Nicereply

APRIL 22, 2021

Asking for satisfaction feedback once the deal is won or lost can help shed a light on whether this was something that could’ve been addressed better or not. It’s simple to understand, easy to implement, and provides actionable feedback to improve operations. And for a good reason, too. Why measure CSAT in sales?

Sales 52

Sales Surveys Upselling Feedback 52

Totango

JULY 13, 2021

In the future, you may be able to offer them an upsell. Start by implementing a customer feedback program to gather important data and identify unhappy customers. If they are not engaging with certain functionalities, be sure to educate the customer about them. And if a customer does cancel, find out why.

Customer centricity 102

Customer centricity B2C Enterprise Upselling 102

ProProfs Blog

AUGUST 14, 2020

One of the Hyken’s blogs suggested that. To know what your prospective buyers really think, you need a tool that helps you capture their feedback efficiently. Besides getting feedback through chat ratings helps you improve your services for future support processes, you also learn to identify user behavior on the website.

Analytics 174

Analytics B2B Education Feedback 174

Expivia

MARCH 18, 2021

Educate With a Purpose. When you get a new agent, educate them on the importance of all the skills above. This educates the agent and you at the same time. Upsell/Cross-sell. Give Instant Feedback About Performance. Give them feedback quickly to learn quickly. Verification. Issue handling. Resolution.

Call Center 98

Call Center Customer Service Education Average Handle Time 98

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 107

Customer Support Customer advocacy Construction Enterprise 107

Totango

AUGUST 18, 2022

Educating the customer on how your platform can support their business goals. It also promotes higher product usage, increases the likelihood of upselling purchases and encourages customers to become enthusiastic brand advocates. Personalizing dashboard interfaces. Introducing navigational features.

Journey mapping 94

Journey mapping SaaS Upselling Enterprise 94

JivoChat

APRIL 16, 2023

According to Darshan Somashekhar from Solitaired , “We always talk to our customers and take their feedback before developing our games and that’s why they are so successful.” Beyond just posting on social, use SEO, guest blogging, and social media campaigns to maximize content reach.

Analytics 82

Analytics Engineering Advertising Sales 82

CustomerSuccessBox

APRIL 29, 2022

They should be able to contact you if they have any problems or need assistance understanding your product, and you should allow them to submit feedback both during and after onboarding. Product upgrades will be haphazard without direct feedback, and will ultimately fail to retain customers. Educate your customers.

SaaS 52

SaaS Customer retention Metrics B2B 52

CustomerSuccessBox

MAY 26, 2021

It’s the job of the obvious contributors to educate, train and guide the customer in their ideal customer journey crafted. And in the process gather a wealth of feedback from the customer and when combining them with customer health data, inform the product and development team of product enhancements and additions.

SaaS 52

SaaS B2B Upselling Customer Support 52

Expivia

MAY 13, 2021

You want to educate your associates on all of these. It should all be trained, educated, and roleplayed. Associates should include some sort of call to action, like a cross-sell or upsell, as well as any necessary disclosures before they close the call. Train your reps on the proper opening and greeting. Create a Scorecard.

Call Center 52

Call Center Education call center association Analytics 52

JustCall

APRIL 5, 2023

In this blog, we will explore what customer success management is about, the instrumental role its software plays in driving customer success, as well as the various customer success management tools utilized in this endeavour. It helps you streamline your approach and create a definite process for managing customers.

Management 52

Management CRM Analytics Customer retention 52

Nicereply

JUNE 8, 2022

Instead, use more subtle tactics to persuade your customers to place larger orders — like upselling. Receive and Evaluate Customer Feedback. Therefore, it’s essential to capture and manage feedback effectively. Brands that ignore customer feedback tend to suffer low. CLVs and perform poorly in the long run.

Advertising 52

Advertising Customer retention SaaS Feedback 52

REVE Chat Blog

NOVEMBER 21, 2019

Education – Once you create awareness you must build trust for your products and services. With the help of consistent newsletters, events or seminars/webinars you can educate your leads in the best way. It will open the door for upselling. Collect customer feedback and continuously improve your customer support processes.

Best practices 77

Best practices B2B Sales Chatbots 77

Amity

SEPTEMBER 25, 2017

Analyzing feedback and ticket trends is a good way to predict where the customer is heading and keep yourself relevant so they don’t outgrow you. Every week, Customer Success attends the Monday morning forecasting meeting with Sales and provides them with the feedback they need on what makes a customer successful.

B2C 0

B2C SaaS Accountability B2B 0

Mindtouch

MAY 29, 2019

Have upsell/cross-sell traction. Regularly provide feedback. They have the authority to hold back R & D and product management cycles to accommodate customer feedback. The post How to Identify, Attract, and Nurture Your Ideal Customer appeared first on MindTouch Blog. Renew, upgrade, and adopt new versions.

Customer centricity 48

Customer centricity Feedback Upselling Education 48

JustCall

MAY 14, 2020

Educate Users Around Product Features and Solutions. During such hard-hit times focus on educating your customers about your product. Use multi-channel communication to educate customers : Customer education starts with a strong user onboarding program. Create customer feedback emails.

Customer retention 52

Customer retention Journey mapping Education Feedback 52

JustCall

MAY 14, 2020

Educate Users Around Product Features and Solutions. During such hard-hit times focus on educating your customers about your product. Use multi-channel communication to educate customers : Customer education starts with a strong user onboarding program. Create customer feedback emails.

Customer retention 52

Customer retention Journey mapping Education Feedback 52

Nicereply

JUNE 18, 2020

If you let them go silently into the night, you’re missing out on a big opportunity for clear, unfiltered feedback. By keeping it open-ended they got specific, actionable feedback that they didn’t expect. Learn more about how MailChimp writes great help content on their blog. Embrace Customer Feedback.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

JustCall

APRIL 22, 2022

If you don’t want customers to go to your competitors, you need to gather feedback throughout the customer journey. This could mean launching new features to accommodate customers’ expectations or educating them through a knowledge pool of guides, whitepapers, blogs,and even on demand webinars. – Sam Walton . .

Customer Service 52

Customer Service Coaching Brand ambassadors Feedback 52

Amity

JANUARY 30, 2019

This article was originally published on WnTD's blog. They are the advocates of your customer base and provide critical feedback on your product, service and industry trends. Do you have cross-sell or upsell opportunities with your product? These are just a few benefits of an education team. Customer Experience.

Education 61

Education Engineering B2C Technical Support 61

CSM Magazine

MARCH 27, 2020

In fact, 52% of people around the globe believe that companies need to take action on feedback provided by their customers according to Microsoft. Providing product feedback. They want to improve the overall customer experience, from product creation to the upsell. Upsells additional products and features. ?. ?.

Customer Support 52

Customer Support Self service Feedback Upselling 52

Amity

SEPTEMBER 25, 2017

Analyzing feedback and ticket trends is a good way to predict where the customer is heading and keep yourself relevant so they don’t outgrow you. Every week, Customer Success attends the Monday morning forecasting meeting with Sales and provides them with the feedback they need on what makes a customer successful.

B2C 60

B2C SaaS Accountability B2B 60

Education Services Group

FEBRUARY 5, 2019

Remember, the educational part of your job isn’t over. Tutorials, videos, and other educational resources will make the path to adoption easier. This is also where you can start to understand if there is risk to renewal, opportunities for growth, feedback on the product, etc. Did you like this blog post? 5) Advocacy.

Education 40

Education Upselling Marketing SaaS 40