Amity

MARCH 1, 2018

For those of you who might be new to this, NPS is a simple one-question survey in which you ask your customer “How likely are you to recommend our product to friends or colleagues?” DO maximize response rate and foster relationships by segmenting users and sending NPS surveys via different channels. And finally, DO Share.

Customer advocacy 73

Customer advocacy Surveys Upselling Feedback 73

ChurnZero

JULY 9, 2020

We send registrants a survey with a topic list and create the agenda using the highest-voted ideas. Celebrate (and Capitalize) on Success With Case Studies. Case studies are a mutually beneficial way to promote your product and your customer among interested audiences – so long as your features know their place in the story.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

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. Send NPS surveys to customers by segment. Regularly Survey Customers.

Best practices 62

Best practices Brand ambassadors Surveys Enterprise 62

Education Services Group

NOVEMBER 22, 2021

Health scores can also easily enable CSMs to identify their most successful customers — the ones who are most likely to be open to upsell conversations and the most willing to become customer references, provide testimonials, or participate in case studies. See likes and survey feedback. More on that below.

Upselling 52

Upselling Metrics Enterprise Feedback 52

8x8

AUGUST 7, 2017

Instead, test on desirable behavioral characteristics such as ability to establish rapport, conflict management, upsell ability. Incorporate post-call survey data: If available, include data from a post call survey to capture a 360 degree view of the interaction and not just the evaluator’s opinion.

Quality management 48

Quality management Management Contact Center Upselling 48

CustomerSuccessBox

MAY 18, 2022

A dedicated AI-powered customer success platform aiding SaaS firms to onboard, retain, upsell and drive MRR. Suggested resources: 10 Ways to Listen to Customers Without Surveys (cxaccelerator.com). Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022! CustomerSuccessBox. Insight Partners.

SaaS 52

SaaS Upselling Education Customer retention 52

JustCall

APRIL 5, 2023

This includes collating information from surveys, marketing initiatives, and/or team interactions, etc. Another survey by Zendesk claims that 69% of consumers first try to resolve their issue independently. This can be done through: Surveys Feedback Automated data collection with the help of analytics tools. out of 5 stars.

Management 52

Management CRM Analytics Customer retention 52

CustomerSuccessBox

MARCH 10, 2022

In order to do so, you need to roll out NPS and customer satisfaction surveys and collect the reviews. For customer advocacy, write case studies, and ask for referrals! Figure out the upselling opportunities and act upon customer retention.

Management 52

Management Customer retention SaaS Customer advocacy 52

Amity

JULY 4, 2017

NPS is a simple one-question survey in which you ask your customer “How likely are you to recommend our product to friends or colleagues?” At the same time, you can automatically survey end users of your application at a regular cadence -- say every 90 or 120 days -- depending on how rapidly your product is evolving.

Surveys 66

Surveys SaaS Feedback Customer advocacy 66

Amity

APRIL 3, 2017

There is a lot of information already available on how to conduct a great NPS survey, so I won’t go into it in too much detail here. Upsells / Cross Sells /Renewals: I am constantly hearing and involved in conversations around who owns what in this category (Sales vs CSMs). NPS: Also known as net promoter score. Analyze it.

Upselling 70

Upselling Metrics Feedback Accountability 70

SmartKarrot

NOVEMBER 28, 2022

Identify upsell opportunities. Identify opportunities for upselling and cross-selling along with the Account Managers. Work with the marketing team to execute customer surveys, case studies, etc. Establish relationships with all stakeholders within the client’s business.

Upselling 19

Upselling Best practices Accountability Feedback 19

Education Services Group

JUNE 4, 2019

Furthermore, existing customers are more likely to become advocates for your brand to help attract new customers, more likely to spend on new products, and more likely to spend more on cross-sells and upsells. For larger clients, it’s a good idea to conduct interviews and build a case study around exactly what you did to help them.

Marketing 53

Marketing Best practices Upselling Feedback 53

SmartKarrot

APRIL 20, 2022

Role: Customer Success Director Location: Remote, United States Organization: Hunt Club As a Customer Success Director, you will develop the playbook for delivering a world-class customer experience (cadence for update meetings, success metrics, surveys, tokens of appreciation, etc.). testimonials, case studies).

Upselling 19

Upselling Best practices Accountability Sales 19

Comm100

DECEMBER 8, 2020

As webinars are used for upselling, leads conversion , high ticket sales, or just increased customer education – the use of the chabot significantly simplifies the process of converting a cold visitor to a webinar participant. You can use chatbots to get feedback from customers through surveys. How about a 999% ROAS?

Chatbots 53

Chatbots Scripts Sales Personalization 53

SmartKarrot

JANUARY 20, 2023

As a Director of Customer Success, you will be responsible for leading a team of 6 remote reps, focused on renewals, upsells, and expansion within existing accounts throughout North America, while also maintaining a book of 4-5 key accounts on their own. Collaborate with marketing on customer stories, case studies and marketing opportunities.

Government 19

Government Upselling Accountability Customer centricity 19

LiveChat

DECEMBER 18, 2018

Like any other company, we send lots of informational emails and surveys, asking how likely customers are to recommend our product and service. Upsell – aka “How you like me now?” For example, when I create a case study with our customer and I need a fast response, I choose a chat instead of an email.

Upselling 58

Upselling SaaS Feedback Personalization 58

CSM Magazine

MARCH 27, 2020

Its effects are seen when customers churn, case studies are scarce, and account managers and sales teams are having a hard time getting customers on board with new products and features. 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

CSM Practice

FEBRUARY 24, 2020

At the end of the onboarding process , you can conduct a quick survey about the customer’s experience with their particular customer success manager involved during the onboarding process. The resulting onboarding rating from these surveys reflects the customer relationship and management skills for each member of the customer success team.

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

SmartKarrot

APRIL 6, 2021

Understand what the objective is and create a financial case around it. Support your statement with real examples and case studies. Have case studies that include the benefits of customer success. With the tool, it is possible to identify cross-sells, upsells, and scope for expansion. Bottom Line.

Chief Customer Officer 18

Chief Customer Officer Customer retention Upselling CRM 18

SmartKarrot

APRIL 28, 2021

Coordinate between REEF operations and client, including site surveys, walk-throughs, application deployment, to ensure the success of new applications. Continually engage internally and cross-functionally to learn about new business applications, positioning the REEF brand and upselling new opportunities to clients.

Real estate 10

Real estate Upselling Customer retention Accountability 10

SmartKarrot

MAY 6, 2020

Identify key customer advocates that can act as a marketing channel through case studies, speaking opportunities, references, etc. Monitor and achieve company KPIs including but not limited to: license renewal protection (renewal%), license upsell and cross-sell, monthly active usage, positive customer feedback and NPS/Survey results.

Upselling 10

Upselling Coaching Employee engagement Accountability 10

SmartKarrot

JUNE 3, 2021

Manage NPS/CSAT surveys and feedback with all customers and create action plans to consistently improve scores. Work closely with the sales team to grow monthly recurring revenue (MRR) across your portfolio of accounts by identifying upsell and growth opportunities. Being on the lookout to spot and identify and/or upsell opportunities.

Technical Support 10

Technical Support Upselling Engineering Accountability 10

JivoChat

JANUARY 17, 2021

In fact, one survey found that 51% of customers preferred live chat because they can multi-task: Live chat conversations can be saved for future reference. Customers get the option to save an email transcript of the live chat conversation in case they come across the issue again. Live chat support helps build rapport.

Best practices 52

Best practices CRM Customer Support Personalization 52

SmartKarrot

JUNE 29, 2021

Understand white space and work to identify and/or develop upsell opportunities. Manage Customer Advocate program that generates case studies, video testimonials and reference calls. Analysing usage data, surveying users, running QBRs (Quarterly Business Reviews), presenting product roadmap, etc. Apply here: [link].

Complaint resolution 10

Complaint resolution Accountability Upselling Metrics 10

SmartKarrot

NOVEMBER 26, 2020

You will be responsible for the customer’s perception of their relationship with Intermedia as measured by the NPS score on relationship surveys and CSAT surveys. Upsell the capabilities of the platform for account growth with the existing customer. testimonials, case studies, attending events).

Upselling 10

Upselling Accountability Engineering Surveys 10

Totango

AUGUST 11, 2022

Digital interactions that inform SaaS client relationships span the range of the customer journey , from pre-purchase marketing engagements to onboarding to subscription renewals, upsells and brand advocacy. Customer satisfaction and feedback surveys. Upsell purchases. Showcase client case studies. Website visits.

SaaS 105

SaaS Journey mapping B2B Feedback 105

Customer Guru

AUGUST 1, 2018

Are you adding NPS as just another question in your customer satisfaction survey? Measuring NPS by asking the ‘Ultimate question’ is a good start, however, when an organisation sets out to implement it as a measure of customer loyalty, it should be especially wary of considering it as just another question in the feedback survey.

Feedback 90

Feedback Surveys Metrics Upselling 90

SmartKarrot

JANUARY 10, 2022

This makes storytelling a vital tool for connecting with customers, which, as many surveys prove, is the only way to customer satisfaction , aka retention. Tailor-make stories: Know what the customer wants , and carefully choose the story to tell from your bank of case studies. So keep it brief and to the point.

Banking 10

Banking SaaS Upselling Scripts 10

SmartKarrot

MAY 28, 2021

For a service company, the focus is on being open and true with customers, renewals, upsells, keeping communication safe, and looking out for churn. For example, continuing the digital marketing agency scenario- you can share case studies of what worked for clients who are similar to them with tangible facts.

SaaS 10

SaaS Education Customer retention Upselling 10

SmartKarrot

MAY 19, 2020

This is clearly revealed in a survey conducted by Salesforce over 7000 consumers worldwide that states 67% of customers say their standard for good experiences is higher than they’ve ever been. The whole steps taken for this exercise are shown in the below exhibit. Source: Businesswire. Synchronization with customers.

Management 10

Management SaaS Upselling Metrics 10

ChurnZero

MARCH 31, 2023

Case studies have shown loyal customers spend more— up to six times more —over the customer lifetime. In his words, second-order revenue stems from upsells, renewals, word-of-mouth and champion change. The survey found: 56% say “most companies treat me as a number.” A case in point? This isn’t merely a theory.

Benchmark 98

Benchmark B2B Accountability Consulting 98

SmartKarrot

AUGUST 27, 2020

According to a survey , only 11% of SaaS companies have a contract longer than three years. Plus, those success stories are case study gold for marketing. These offers can be in the form of upselling or cross-selling related products. By keeping the customer in mind, their outreach stays on message. Organize events.

Marketing 10

Marketing SaaS Accountability Customer centricity 10

Totango

MARCH 29, 2022

Increase product adoption and identify opportunities for upsell. By tracking daily or monthly average usage and accounts with low or increased utilization, teams can easily understand which customers can be targeted for upsell. Grow customer advocacy and change detractors into promoters.

Customer advocacy 93

Customer advocacy Upselling Accountability Sales 93

Totango

MARCH 2, 2021

Case Studies. Sending surveys to elicit feedback and remind customers of the value they’ve been receiving from your product. In the expansion stage, customers increase the value they receive from your brand by adopting advanced product features and making cross-sell and upsell purchases. Product webinars. Datasheets.

Upselling 63

Upselling SaaS Brand ambassadors Sales 63

SmartKarrot

MARCH 14, 2022

Analyze client behavior in order to develop workflows to successfully address high-risk behavior as well as potential upsell behavior. Drive customer advocacy in the form of case studies, testimonials, and referrals. Perform site surveys at customer sites in order to assure site readiness.

Customer advocacy 3

Customer advocacy Enterprise Technical Support Government 3

CustomerSuccessBox

MAY 16, 2022

All that to give you a holistic 360-degree view of your customer portfolio, monitor account health scores, create playbooks to facilitate onboarding, renewals, and upsells, set up alerts for risk and upsells, and more. According to a survey report, most of the customer churn happens during the onboarding process. Here’s how-.

Management 52

Management Upselling SaaS Accountability 52

CSM Practice

JUNE 4, 2021

For example, conducting business reviews is expected to result in an increase in upsell revenues (See Expansion Revenues KPI example below). Also known as Upsell Revenues rate, this is a percentage that indicates how much revenue resulted from existing customers opting into additional products or services over a specific time period.

SaaS 52

SaaS Upselling Metrics CRM 52