Inbenta

JULY 29, 2021

Upgrades or upselling management. Chatbots can be used as a sales upselling tool to suggest additional services, upgrades and offer upsell promotions to travelers who have already booked a flight. If you want to know more about their chatbot, make sure to check their case study. Create your own airline chatbot.

Airlines 88

Airlines Chatbots Upselling Self service 88

CustomerSuccessBox

FEBRUARY 14, 2019

The major KPIs of a Customer Success Manager are: Increase Lifetime Value (LTV) of the customers (by upsells, cross sells etc). Provide references, case studies, customer stories to Sales and Marketing. Case studies and testimonials help build trust among potential clients. Create upsell opportunities.

Management 67

Management Upselling SaaS Sales 67

Totango

MARCH 5, 2021

Retaining customers is far less expensive than the cost of acquiring new ones and can bring growth in the form of upsells from current customers. Start by demonstrating the value of your product early in the customer journey by offering case studies and testimonials. How to Improve Your Customer Retention Rate.

Customer retention 85

Customer retention Upselling Enterprise Benchmark 85

Netomi

FEBRUARY 21, 2024

A notable case study is WestJet’s implementation of Netomi’s chatbot. Revenue Generation and Upselling Opportunities Chatbots are not just cost-saving tools–they actively contribute to revenue generation. The airline achieved an impressive 87% resolution rate of customer issues with no human intervention.

Chatbots 40

Chatbots Upselling Feedback Personalization 40

CustomerSuccessBox

JUNE 20, 2022

Detect and Act on Upsell & Cross-sell Opportunities. A Customer Success software monitors product usage and engagement level to identify the upsell signals. Thereby you will be able to create alerts and tasks to act upon so that you never miss on any upsell and cross-sell opportunities. Improve user onboarding.

Upselling 52

Upselling SaaS CRM Multi-channel support 52

ClientSuccess

MARCH 9, 2020

Every customer interaction, whether it’s a conversation with marketing about a case study or a negotiation with a CSM over an expansion opportunity, influences the customer experience. Amazing customer experiences often lead to recommendations and testimonials, which in turn usually mean an account renewal or upsell.

Customer Experience 97

Customer Experience Accountability Upselling SaaS 97

Inbenta

DECEMBER 14, 2021

They can push promotions in a specific timeframe and recommend or upsell insurance plans by making suitable suggestions at exactly the right moment. Support diversification by recommending, cross-selling, or upselling appropriate products. Case studies. Case study 1: AG2R. Case study 2: DKV.

Chatbots 52

Chatbots Upselling Average Handle Time Analytics 52

ChurnZero

APRIL 27, 2022

As a vendor, value realization affects customer loyalty and retention, customer satisfaction, referrals and recommendations, and opportunities to upsell. They may be open to upsells, cross-sells, or add-ons. This process and its conclusion are called value realization. Learn how to measure value realization. 5: Optimization.

Chief Customer Officer 52

Chief Customer Officer Upselling Education Metrics 52

Totango

APRIL 9, 2019

Retaining customers is far less expensive than the cost of acquiring new ones and can bring growth in the form of upsells from current customers. Start by demonstrating the value of your product early in the customer journey by offering case studies and testimonials. How to Improve Your Customer Retention Rate.

Customer retention 72

Customer retention Upselling Enterprise Metrics 72

ChurnZero

JULY 9, 2020

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. Uncover Opportunities With Upsell Campaigns.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

CustomerSuccessBox

MAY 30, 2022

She instantly thinks about Mr. X, who has been the focus of numerous previous case studies and whose product usage has been positive. These rules have a threshold for upsell or risk signal generation. Her CEO has asked her to nominate a customer who could talk about the value they have realized from the firm’s solution.

Upselling 52

Upselling Calibration Engineering Big data 52

ClientSuccess

MARCH 9, 2020

Every customer interaction, whether it’s a conversation with marketing about a case study or a negotiation with a CSM over an expansion opportunity, influences the customer experience. Amazing customer experiences often lead to recommendations and testimonials, which in turn usually mean an account renewal or upsell.

Customer Experience 74

Customer Experience Upselling Accountability SaaS 74

Totango

MAY 5, 2021

Anticipating which customers are viable candidates for upsell/cross-sell opportunities. Asking promoters to participate in a case study, serve as a reference, or speak at an event. Following-up with detractors to solve their dissatisfaction and establish an action plan based on their business goals and monitored feature usage.

Customer Experience 118

Customer Experience Education Customer centricity Metrics 118

CustomerSuccessBox

MAY 9, 2022

The pros (new customer ARR, upsells) and cons (no new customer ARR, no upsells) should be highlighted on this Customer Success dashboard (downgrades and churn). Customers aren’t looking for technology or products for the sake of having them; they’re looking for answers to their problems. Customer Success KPIs.

Metrics 52

Metrics Upselling Customer advocacy CRM 52

ShepHyken

NOVEMBER 20, 2017

A case study by Idaho Central Union by Avinash Bhaisa . My Comment: This is a great case study that proves that CX impacts the bottom line. Stats and facts prove that a personalized experience allows you to upsell, cross-sell and create customer loyalty. Here are my top five picks from last week.

Customer Service 94

Customer Service Personalization Upselling Best practices 94

ClientSuccess

NOVEMBER 26, 2018

While many customer success managers (CSMs) are well-versed in the day-to-day activation and implementation conversations with customers, introducing them to additional services, turning them into advocates, and having upsell conversations, their customer marketing strategies and results can often fall short.

Marketing 56

Marketing Upselling SaaS Customer retention 56

CustomerSuccessBox

JANUARY 8, 2020

Customer success department’s responsibilities are slowly increasing to encompass several things like increasing LTV of customer base, reducing churn, providing references, case studies, customer stories to sales and marketing, providing feedback to product team, creating upsell opportunities, facilitating renewals, etc!

Upselling 52

Upselling SaaS B2B Metrics 52

ClientSuccess

SEPTEMBER 3, 2020

Ideally, most objectives are quantitative and aligned to the important KPIs of the business (retention, upsell, cross-sell, NPS, # of case studies, etc.). For both KPIs, I’d focus on revenue – core revenue retention (excluding cross-sell & upsell) and revenue expansion (up-sell and cross-sell).

Management 111

Management Upselling Sales Accountability 111

Global Response

JULY 23, 2023

Case Studies: Companies That Overcame Their Fears and Thrived At Global Response, we work with clients who have high-profile brands and a strong image and customer experience. So how do you find a call center that will benefit your business? With brands like these, outsourcing a call center can be a big risk.

Call Center 62

Call Center outsourcing Bilingual agents Service level 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. More on that below. 4. Business Model. Final Thoughts.

Upselling 52

Upselling Metrics Enterprise Feedback 52

Comm100

NOVEMBER 2, 2020

We have hand-picked some of the top chatbot examples to show you how you could use AI customer service bots across channels – 5 use cases across industries, plus one case study of how a chatbot resolved 91% of live chat inquiries. They can reach out and offer an upsell or a cross-sell. Industry: Banking and finance.

Chatbots 57

Chatbots Customer Service Banking Healthcare 57

Amity

APRIL 3, 2017

Upsells / Cross Sells /Renewals: I am constantly hearing and involved in conversations around who owns what in this category (Sales vs CSMs). However, regardless of who owns the upsell or renewal, track it. Customers presented to Marketing for case studies or customer references: Same idea as above. Analyze it.

Upselling 70

Upselling Metrics Feedback Accountability 70

Totango

OCTOBER 20, 2020

Anticipating which customers are viable candidates for upsell/cross-sell opportunities. Asking promoters to participate in a case study, serve as a reference, or speak at an event. Following-up with detractors to solve their dissatisfaction and establish an action plan based on their business goals and monitored feature usage.

Customer Experience 84

Customer Experience Education Customer centricity Metrics 84

CustomerSuccessBox

MAY 18, 2022

A dedicated AI-powered customer success platform aiding SaaS firms to onboard, retain, upsell and drive MRR. Conversion XL (previous name) has a great piece of blog content that conveys actionable techniques and case studies that are backed up by solid data. CustomerSuccessBox.

SaaS 52

SaaS Upselling Education Customer retention 52

SmartKarrot

SEPTEMBER 2, 2022

As a Customer Success Manager, you will oversee your book of business from onboarding to renewals and upsells. Build customer advocates through reviews, case studies and references. Support new business development through customer references, case studies & testimonials and referrals.

Upselling 19

Upselling Customer advocacy Coaching Feedback 19

Totango

JULY 24, 2020

You cannot schedule an upsell engagement at a predetermined time in the customer journey. That support could take the form of additional training or materials such as webinars, or it could be an in-product solution that doubles as a ready upsell. Instead, you have to watch for a need to arise and then proactively fill it.

B2B 62

B2B Enterprise Best practices Upselling 62

Eptica

OCTOBER 28, 2016

Allowing upselling and cross-selling As well as answering queries and providing advice, trained chat agents can also suggest additional products or services that a consumer might be interested in. You can read more about L’Occitane’s use of chat in this case study.

Sales 79

Sales Multichannel Abandon rate Upselling 79

Amity

MARCH 1, 2018

Route your promoter responses to Marketing, they may want to reach out for a testimonial or a case study. Net Promoter Score data should also appear in your Sales team’s system of record for upsell and referral opportunities. The Product team needs to see feedback related to your application.

Customer advocacy 73

Customer advocacy Surveys Upselling Feedback 73

ChurnZero

JULY 19, 2022

You can then determine whether you should invest more effort into upselling certain product features before or during the free trial period. Share case studies, best practices, and other relevant content. The latter will tell you if your basic or premium products generate more sales. Remember: your product doesn’t sell itself.

SaaS 52

SaaS Feedback Personalization Upselling 52

CustomerSuccessBox

MARCH 10, 2022

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

Management 52

Management Customer retention SaaS Customer advocacy 52

Education Services Group

NOVEMBER 25, 2019

More importantly, an Account Manager’s job is to ensure that the customer renews at the end of their subscription period, add upsells and cross-sells to the customer’s account, and generally ensure a consistent revenue for the company. This is the point where they’re most receptive to new products, cross-sells, and upsells.

Accountability 59

Accountability Management Upselling Sales 59

8x8

AUGUST 7, 2017

Instead, test on desirable behavioral characteristics such as ability to establish rapport, conflict management, upsell ability. Utilize Self and Third-party Evaluation: Mini case studies on specific past experiences can provide a useful tool for employees to evaluate their own strengths and weaknesses.

Quality management 48

Quality management Management Contact Center Upselling 48

CSM Magazine

JULY 16, 2020

Virtual Customer Assistants (VCAs) for example, are a bonus to customer service departments through their ability to cross-sell, upsell and prevent agent churn. To lean more, download the case study or visit www.ebi.ai for more ideas on how to create amazing customer experiences through conversational AI. About the Author.

Automotive 59

Automotive Transportation Upselling Enterprise 59

SmartAction

JANUARY 25, 2019

Case Study 1: Leading Healthcare Company Automates 75,000 Conversations per Month with Virtual Customer Assistant Solution. Case Study 2: TechStyle Fashion Group Uses AI Agents for a Full-Suite of Self-Service Options. Instructive Examples of AI Self-Service for Contact Center Leaders.

Virtual Agent 44

Virtual Agent Self service Healthcare Contact Center 44

SmartKarrot

JANUARY 13, 2023

Proactively work with the sales team on upsells and expansion opportunities while mitigating potential churn risks. You’ll participate in webinars and the creation of case studies, present at company meetings, and write blogs and articles. Share knowledge and socialize customer performance and its results with the rest.

Upselling 19

Upselling Best practices Engineering Coaching 19

Amity

JANUARY 4, 2017

Let’s not forget the upsell and cross sell opportunities. When Customer Success is building strong relationships with the customers, they are creating an avenue for easier upsell, cross sell, and renewal conversations. Increase in customer references/case studies. Increase in expansion revenue.

Upselling 63

Upselling Feedback Sales Marketing 63

SmartKarrot

MAY 13, 2022

Scale the CS team to the needs of the business including, but not limited to, building capabilities around program strategy, solution-based selling, upsell, relationship building, identifying necessary roles & responsibilities needed to improve the customer experience (analytics, etc.). Generating customer references and case studies.

Upselling 19

Upselling Customer centricity Best practices Accountability 19