ChurnZero

MAY 3, 2022

Start with: CSM Mastermind: Sharing Customer Feedback Effectively. Across more than 30 playlists, you’ll discover everything you need to know about upsell, launching CS, customer training, CS careers, customer value management, retention and renewals, customer journey maps, health scores, segmentation, QBRs and much more.

Journey mapping 98

Journey mapping Customer centricity SaaS Education 98

TeleDirect

DECEMBER 14, 2023

Today’s outbound calling provides businesses with a direct extension of their sales team, committed to their success by generating leads, setting appointments and performing market research. In essence, they exist to increase sales, ensure customer retention and promote your brand. Fortunately, times have significantly changed.

Business Process Outsourcing 62

Business Process Outsourcing Telemarketing Call Center Best practices 62

Global Response

JULY 17, 2023

Reducing Labor Costs Of course, one of the main ways outsourcing cuts costs is through labor costs and employee salaries and benefits. For example, you’ll need to manage an in-house HR team, as well as managers, QA agents, team leads and so on—and of course, all of the salaries and labor costs associated with those roles as well.

Call Center 62

Call Center outsourcing Upselling Self service 62

Tethr

AUGUST 27, 2020

Here are four ways AI can enhance your VoC programs: Effectively work through sales strategies. Are you curious about how upsells, cross-sells, promotions and campaigns are impacting customer loyalty? The pandemic has altered the course of the buyer journey and nailing down best practices on new behaviors and habits takes time.

Enterprise 118

Enterprise Customer effort Upselling Call Center 118

Global Response

AUGUST 7, 2023

From there, you can subtract the number of new customers added from the total number at the end, and divide by the number of customers you had initially to determine the percentage of existing customers that were retained over the course of the period. The front line of your customer service is, of course, your call center.

Customer retention 62

Customer retention Call Center Upselling Personalization 62

CSM Magazine

OCTOBER 25, 2023

A staff member equipped with comprehensive product knowledge can address customer queries efficiently, recommend products tailored to individual needs, and even upsell or cross-sell effectively. Non-verbal communication is an essential skill for sales professionals.

Customer Service 52

Customer Service CRM Upselling Feedback 52

OctopusTech

JULY 21, 2023

Customer data nowadays is one of the most important types of data that are used by various businesses to optimize and improve their sales and marketing efforts. A company needs to understand how its potential customers think and understand in reaching the last stage of the sales funnel. What is Customer Data Management?

Best practices 62

Best practices Management Upselling Sales 62

Outsource Consultants

MARCH 29, 2021

Is sales revenue your sole focus in 2021? Don’t waste time pairing conflicting KPIs, such as setting a lower agent AHT goal with increased upsell targets. By nature, upselling requires time for agents to explain the benefits of your brand’s products. Targeting too many KPIs only adds confusion.

Management 76

Management Calibration Call Center Average Handle Time 76

ChurnZero

FEBRUARY 23, 2023

Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. Further, additional sales with existing customers have a lower customer acquisition cost (CAC). Further, additional sales with existing customers have a lower customer acquisition cost (CAC).

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. Further, additional sales with existing customers have a lower customer acquisition cost (CAC). Further, additional sales with existing customers have a lower customer acquisition cost (CAC).

Management 52

Management Customer retention Upselling Chief Customer Officer 52

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). Customer feedback is the first and most obvious place to seek information on what your consumers think of your product or service. Voice of Customer. Customer service.

Metrics 52

Metrics Upselling Customer advocacy CRM 52

JustCall

APRIL 3, 2023

Renewals and upsells : Another important area of responsibility for the customer success team is driving customer renewals and identifying opportunities for upsells. Customer feedback and advocacy : Customer success teams also focus on gathering feedback from customers and using it to improve the product or service.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

Fonolo

JULY 5, 2023

How they approach upselling opportunities Upselling is something that all your customer-facing employees should be doing — not just sales. And the customer journey doesn’t end when you make the sale; your level of service post-sale is as (if not more) important than pre-sale.

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

JivoChat

APRIL 16, 2023

According to Statista, ecommerce sales worldwide are projected to reach around 8.1 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.” Of course, it’s slightly different in the market.

Analytics 82

Analytics Engineering Advertising Sales 82

CustomerSuccessBox

JUNE 20, 2022

By collecting accurate data and comprehensive information about your customers, you can improve retention, uncover additional sales opportunities, and boost your customer health scores. Detect and Act on Upsell & Cross-sell Opportunities. Automate mundane tasks for Maximum Efficiency. Improve user onboarding. Growth Stage SaaS.

Upselling 52

Upselling SaaS CRM Multi-channel support 52

ChurnZero

MAY 3, 2022

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. Delivering success… starts with the ability and knowledge of the individuals responsible for delivering it.”

Journey mapping 52

Journey mapping Customer centricity SaaS Education 52

Amity

AUGUST 30, 2018

When AMs are brought in post-sale the first question they should ask the customer is “what outcome do you hope our company will help you achieve?” ” The obvious answer will be a list of goals and success metrics that were created during the sales evaluation process. Phase IV- Upsells and cross-sells (Day 200 - 230).

Accountability 67

Accountability Management Upselling Customer centricity 67

ClientSuccess

FEBRUARY 8, 2023

Of course, no physical trophies will be handed out, but we hope this list will help you as you strive for greater customer satisfaction, retention, and growth. Outcomes : during the sales cycle, customers will outline specific goals they are trying to achieve with your solution. Did they achieve these outcomes?

Metrics 75

Metrics Upselling B2B SaaS 75

Callminer

SEPTEMBER 14, 2020

Their long-term role is also to make sure the call center is able to develop expertise, learn through the right feedback loops and test new approaches and features. Successful call centers use analytics to help aid, streamline and maximize customer service and sales needs…”. Customer sales enquiries. Kirk Chewning. kirkchewning.

Call Center 182

Call Center Analytics First call resolution Metrics 182

ChurnZero

OCTOBER 16, 2020

Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. You can watch all the recorded sessions from the conference for free and with no form-fill required – after you finish reading this article, of course).

Upselling 98

Upselling SaaS Sales Accountability 98

CustomerSuccessBox

MARCH 10, 2022

Of course, another serious alert is when they are facing the issue, and is expected of the client success manager to help them ease it. Gather the feedback and make them brand advocates. Figure out the upselling opportunities and act upon customer retention. Suggested Read : Responsibilities of a Customer Success Manager.

Management 52

Management Customer retention SaaS Customer advocacy 52

Balto

JUNE 12, 2023

The best customer service agents can seamlessly incorporate the following tactics as well: Upselling to customers (encouraging them to purchase a higher-end product) Cross-selling to customers (encouraging them to purchase related items) Asking for online reviews Gathering customer information for marketing purposes (ex.

Contact Center 52

Contact Center Coaching Gamification Upselling 52

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

JUNE 17, 2019

Whether that revenue comes from an upsell, cross-sell, expansion, or something else, it’s still new revenue attributed to the customer. While some organizations have CSMs handle the entire upsell process, others bring in sales team members to help facilitate negotiating and contracts.

Accountability 42

Accountability Upselling SaaS Feedback 42

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). The job of a Customer Success Manager is to make sure that the customers are getting the value that had been promised by the sales team and are able to achieve their goals. Reduce churn. Is that all?

Management 67

Management Upselling SaaS Sales 67

Amity

JANUARY 20, 2017

When AMs are brought in post-sale the first question they should ask the customer is “what outcome do you hope our company will help you achieve?” ” The obvious answer will be a list of goals and success metrics that were created during the sales evaluation process. Phase IV- Upsells and cross-sells (Day 200 - 230).

Accountability 72

Accountability Management Upselling Customer centricity 72

CSM Magazine

NOVEMBER 16, 2021

Of course, you wouldn’t want to try an upselling technique on a customer who’s unhappy with a faulty toaster he bought yesterday, but angry customers aren’t the only ones who are going to reach out to you. Equip them with the necessary tools to make the process of upselling as natural, helpful, and genuine as possible.

Customer Service 52

Customer Service Management Chatbots Upselling 52

Global Response

MAY 22, 2023

Understanding the Types of Call Centers While there’s many different types of call centers, for the purposes of a blended call center, there’s really just three models you need to know: inbound, outbound , and, of course, blended. Outbound Call Centers Outbound call centers focus on outgoing calls and customer research, marketing or sales.

Call Center 62

Call Center outsourcing Benchmark Metrics 62

AskNicely

JUNE 6, 2018

The result was an evening of awesome stories, connections new and old, and of course, customer love abound. The industry historically makes its sales based on consumer fear, uncertainty, and doubt. A membership-based inclusive approach to car care where customers are treated more like VIP guests and less like potential upsell targets.

Upselling 60

Upselling Customer centricity Feedback Sales 60

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. For example- Each month, sales teams prefer to keep track of how much revenue they generated. Offer discounts on upsells to loyal customers.

SaaS 52

SaaS Customer retention Metrics B2B 52

JustCall

MARCH 6, 2023

The customer care experience of a call center boosts not only loyalty and engagement but also promotes sales. Detailed Feedback Cash and public recognition need not be the only types of incentives offered. Every employee wants to feel heard, and this is where detailed feedback mechanisms come in.

Call Center 52

Call Center Gamification Metrics Upselling 52

Totango

AUGUST 27, 2019

You can develop a profile of your higher-tier customers to make it easier for the sales team to find new customers who share the same characteristics. On the other end of the spectrum, you can offer lower-tier customers upsells to grow their CLV. And, of course, high CLV customers are good for your bottom line.

Upselling 61

Upselling Education Best practices Customer centricity 61

JivoChat

AUGUST 18, 2021

Providing your customers with a fully optimized customer experience makes it easy for them to move down the sales funnel. Loyal customers are often “power customers,” and this means customer retention is a major course of revenue and growth for most businesses and brands. Ask customers for feedback. ### Boost conversions.

Customer Experience 52

Customer Experience Chatbots Customer retention Feedback 52

ChurnZero

FEBRUARY 26, 2021

Is your Customer Success team: Butting heads with Sales during onboarding. But along with meeting the demands of their external-facing role, Customer Success also faces a barrage of internal requests – whether it’s case studies for Marketing, referrals for Sales, or research for Product. “In All of the above (and more).

Management 59

Management Feedback Sales SaaS 59

CustomerSuccessBox

MARCH 10, 2022

With a delayed shift from Sales to Customer Success, you risk losing the customer’s momentum and excitement. Send reminders to only the contacts who need them, and create tasks for yourself to assess their ROI and recommend possible upsells. If a customer misses a deadline, get in touch with them when they go far off course.

SaaS 52

SaaS Upselling Education Accountability 52

Kayako

MAY 16, 2018

Calls and live chat increase customer retention and upsell opportunities. How does this apply to sales and marketing? Other methods of customer support or sales help – like web forms – are going out of style. Your team will close more deals and negotiate higher value sales via phone.

Customer retention 59

Customer retention Upselling Sales Feedback 59

CustomerSuccessBox

FEBRUARY 23, 2022

Create a path map, set customer success KPIs, align your cross-functional teams, select the right tools, and establish a robust feedback loop. Sales, marketing, product, support, and, of course, customer success will all be part of the ecosystem. Have you considered a method in place to collect consumer feedback?

Journey mapping 52

Journey mapping SaaS Upselling Accountability 52