Totango

MAY 5, 2021

There are a variety of surveys and metrics you can use to measure these different elements. Anticipating which customers are viable candidates for upsell/cross-sell opportunities. Customer Satisfaction Surveys (CSAT). How comfortably they can integrate the product into their daily workflow.

Customer Experience 118

Customer Experience Education Customer centricity Metrics 118

CustomerSuccessBox

MARCH 7, 2022

When you began to look for a product, you were new to its pricing but of course, compared it with the competitors to see if it was worth it to make a decision. The annual billing idea gives time to breathe to plan the cross-selling and upselling. Here is an Upsell opportunity template that might come in handy for you.

Upselling 52

Upselling Feedback SaaS Surveys 52

Lumoa

OCTOBER 20, 2022

Companies that rank the highest in customer experience surveys also have the highest scores for customer retention. An excellent way to do this is through using survey analytics and social media reviews. Of course, one of the main reasons businesses should focus on customer experience is that it can lead to increased revenue.

Customer Experience 122

Customer Experience Banking Customer retention Customer advocacy 122

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). This could take the shape of in-platform pop-ups, asset, and documentation reviews, or, of course, direct consumer survey replies, depending on your company.

Metrics 52

Metrics Upselling Customer advocacy CRM 52

Global Response

JULY 3, 2023

For one, you can ask your customers directly—through surveys, individual feedback, and so on. And of course, where customers feel known and valued, they will spend more—and the data backs this up: 49% of customers say they’re more likely to “become repeat buyers” after a personalized experience. How do you get this data, though?

Call Center 62

Call Center outsourcing Customer centricity Upselling 62

Totango

MAY 14, 2021

Gross revenue retention (GRR) measures how much annual recurring revenue (ARR) you retain each month after you’ve subtracted loss from churn or downgrades, without factoring in increases due to upgrades from upsells or cross-sells. The Upsell and Expand Customers SuccessBLOC includes KPIs you can use to track customer growth.

Customer retention 65

Customer retention Metrics Upselling Best practices 65

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. So, make sure to arm them with the right training, resources, and support, as well as offer relevant upsell opportunities to expand their usage of the product or service.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

Quality Contact Solutions

FEBRUARY 12, 2021

From direct telephone sales, appointment setting for their outside sales teams, toll-free inbound numbers, product & customer satisfaction surveys, and countless other ways. Of course, websites can direct people to find their closest office/dealer/ etc. The franchisee wins, as does the franchisor. Request Price Quote.

Telemarketing 98

Telemarketing B2B Call Center Sales 98

ChurnZero

FEBRUARY 14, 2023

That’s according to a landmark webinar we hosted last fall titled, “A Crash Course in Customer Success and SaaS Metrics” with Dave Kellogg and You Mon Tsang. To address this, Dave suggests adding a second question to the NPS survey using the same scale: “Do you intend to renew when your contract is up for renewal?”

Metrics 94

Metrics SaaS Customer retention Construction 94

CSM Magazine

JULY 11, 2022

Create possible suggestive selling options–upsells, cross-promotional items, discounts, etc. To create a detailed, realistic job preview, survey people already operating in that role within your organization and incorporate their thoughts into your discussion with potential new hires. Empathy when listening. Use of positive language.

Customer Service 59

Customer Service Upselling outsourcing Surveys 59

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

Totango

APRIL 9, 2019

Of course, we’d all love to see a CRR of 100%, but remember that this may not be realistic. 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. A Positive Customer Retention Rate Leads to Renewals and Upsells.

Customer retention 72

Customer retention Upselling Enterprise Metrics 72

Totango

OCTOBER 20, 2020

There are a variety of surveys and metrics you can use to measure these different elements. Anticipating which customers are viable candidates for upsell/cross-sell opportunities. Customer Satisfaction Surveys (CSAT). How comfortably they can integrate the product into their daily workflow. How valued they feel as customers.

Customer Experience 85

Customer Experience Education Customer centricity Metrics 85

Enghouse Interactive

OCTOBER 27, 2021

Organizations are increasingly revisiting their operational investments with a focus on improving the customer experience (CX), hoping to minimize churn, grow revenue, and better position upsell and cross-sell initiatives while resolving specific customer issues, and meeting emerging needs.

Upselling 83

Upselling Contact Center Analytics Surveys 83

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. So, of course, you can’t measure them by the same standards. Product Usage.

Upselling 52

Upselling Metrics Enterprise Feedback 52

Monet Software

FEBRUARY 19, 2019

Of course, as with any communication channel, customers will expect responses that are timely and helpful. But even the better ones give themselves away with the phrases they use and pre-programmed upsell messages that may not be welcome to the receiver. Sometimes that may not be necessary.

Chatbots 63

Chatbots Upselling Contact Center Surveys 63

OctopusTech

JULY 21, 2023

Customer relationship management software is generally used by the sales team to know the purchase history of users, monitor and track interactions, and for upselling opportunities. Businesses can gather feedback from a variety of sources, including surveys, social media, and customer support encounters, by managing their customer data.

Best practices 62

Best practices Management Upselling Sales 62

Global Response

JULY 10, 2023

Cost-Effective Call Center Solutions in the Philippines Of course, the Philippines are also an incredibly cost-effective solution, which is partially why they’re such a popular location. The Future of Call Centers in the Philippines Of course, no location is without its own challenges. Calculating hiring and staffing needs.

Call Center 62

Call Center outsourcing Technical Support Education 62

Totango

MARCH 26, 2021

Extend customers cross-sell and upsell offers. Use in-app messages, email and phone surveys to extend cross-sell and upsell offers. CLV represents the average amount each customer you acquire spends over the course of their relationship with you. Provide opportunities and incentives for customers to promote your brand.

SaaS 66

SaaS Best practices Upselling Education 66

inmoment

AUGUST 31, 2020

Companies can only do so much to manage customers’ feelings, of course, but that does include evaluating how those individuals feel as they share experiences and using that feedback to make meaningful changes. Of course, it should also mean a better experience for all parties involved. Method #2: Evaluating Emotions’ Impact on KPIs.

Customer emotions 52

Customer emotions Upselling Surveys Feedback 52

Taylor Reach Group

MAY 7, 2019

When clients do cite a reason for the HOOPs they have in place, the most common answers are “way back when we surveyed our customers and the HOOPs are the result” and “we have always been open for these hours.” Well we don’t, unless we examine our customers’ behaviors and/or survey them on preferences.

Contact Center 98

Contact Center Consulting Consulting Upselling 98

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

Totango

AUGUST 27, 2019

On the other end of the spectrum, you can offer lower-tier customers upsells to grow their CLV. Just be sure you are only offering upsells if the solution would really provide increased value to the customer; don’t push upsells just for the sake of having an upsell. . Loyal customers ensure stable revenue to come.

Upselling 61

Upselling Education Best practices Customer centricity 61

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. In order to do so, you need to roll out NPS and customer satisfaction surveys and collect the reviews. Figure out the upselling opportunities and act upon customer retention.

Management 52

Management Customer retention SaaS Customer advocacy 52

Global Response

DECEMBER 21, 2022

Did you know that a survey of marketing leaders revealed that 81% believe their brands compete mostly or solely on the basis of customer experience? However, when customers were surveyed, only 8% of customers agreed. These are typically offered to customers as a quick survey after a call or web chat. But how do you do this?

Feedback 62

Feedback Metrics Personalization Customer Experience 62

ChurnZero

FEBRUARY 14, 2023

That’s according to a landmark webinar we hosted last fall titled, “A Crash Course in Customer Success and SaaS Metrics” with Dave Kellogg and You Mon Tsang. To address this, Dave suggests adding a second question to the NPS survey using the same scale: “Do you intend to renew when your contract is up for renewal?”

SaaS 52

SaaS Metrics Customer retention Construction 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. Of course, this is much easier said than done!

Call Center 62

Call Center outsourcing Benchmark Metrics 62

CustomerSuccessBox

MARCH 31, 2022

According to a survey study , 75 percent of hiring managers are shown to value EQ over IQ. Having that information will help them move prospects closer to the renewals and upsells. Most things you do over the course of the day are in response to something being brought to your attention (i.e. SKILL #1 Emotional Intelligence.

Management 52

Management SaaS Accountability Upselling 52

Transparent BPO

AUGUST 20, 2019

The 2018 Customer Service Expectations Survey from Gladly, a customer service software provider, found that of nearly 1,000 consumers polled, 92 percent would stop purchasing from a company after three or fewer poor customer service experiences and 26 would stop after just one bad experience. How to go about it is the question, of course.

Contact Center 69

Contact Center outsourcing Surveys Call flow 69

Tethr

JULY 16, 2020

Agent reaction : I did that and the customer still filled out a survey indicating lack of resolution…how can that be my fault? Perhaps we have some post-interaction surveys indicating customer-perceived “resolution.” Agent reaction : sometimes when I do that the customer seems to get more frustrated…what do I do then?

Coaching 69

Coaching Customer effort Customer Care Upselling 69

ChurnZero

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? A: In your CSAT/NPS survey, I’d add two questions. A: Unless you’re at real scale, you can have fun with open-ended survey questions: tell me three things about your CSM.

SaaS 98

SaaS Metrics Accountability Technical Support 98

GetFeedback

AUGUST 16, 2018

Of course, speed matters, but if a speedy answer doesn’t help, they’ll leave more frustrated than they were before. CSAT surveys measure how customers feel about a specific interaction or experience. CSAT surveys measure how customers feel about a specific interaction or experience. Customer Satisfaction (CSAT) Score.

Metrics 79

Metrics Customer Service Surveys Self service 79

delighted

JUNE 1, 2022

The customer lifetime value calculation will tell you what the average customer is worth to your business throughout the course of the relationship. There are several tactics you can employ to achieve more expansion revenue, including: Upselling – Get your customers to purchase an upgraded package. Invest in expansion revenue.

Customer retention 70

Customer retention Metrics Surveys Upselling 70

ProProfs Blog

SEPTEMBER 28, 2018

Recently eConsultancy conducted a survey that found Live Chat generates the highest satisfaction -73% – of any customer service channel. Of course, if you do promote Live Chat on your website, make sure it is operational. Sue Duris Director of Marketing & CX at M4 Communications, Inc. Definitely not.

B2B 159

B2B Chatbots Upselling Interactive Voice Response 159

Amity

MARCH 15, 2018

For example, if the company’s goal is to make ‘X’ amount of dollars in revenue, it sets the course for the Success department towards retaining the customers that they currently have and reducing churn. After the initial CSAT onboarding survey, develop a regular cadence of sending one out.

Management 69

Management Metrics Accountability Surveys 69

Infinity

MAY 9, 2022

Of course, many call centres consider faster handling times a measure of success, but the quality of that call is also important. For more accurate results, you can survey your customers at the end of calls, asking if their query has been resolved to their satisfaction. How can it be tracked? How can it be tracked? Cost per call (CPC).

Metrics 52

Metrics Abandon rate Average Handle Time Analytics 52

ChurnZero

AUGUST 11, 2020

Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? While you might be tempted to renew their subscription or sell them a new product, the best course of action is to empathize with their current situation and listen to what they truly need. This is shocking.

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97