CSM Magazine

MARCH 16, 2023

There is an infinite amount of data in contact centres but what does it really tell us? You may be asking what Pi has to do with customer data analytics in contact centres? So, why don’t we think the same when it comes to analyzing customer data? International Pi (π) Day is held every year on March 14.

Analytics 52

Analytics Coaching Finance Upselling 52

Totango

OCTOBER 20, 2020

This information can, in turn, influence product updates, customized offerings, and internal workflows. It is important that companies collect this valuable voice of customer data , and then use it to best leverage results into effective action. . The Importance of Measuring Customer Experience.

Customer Experience 85

Customer Experience Education Customer centricity Metrics 85

CSM Practice

FEBRUARY 12, 2020

As SaaS businesses gain traction and customers begin to adopt their solution at scale, the next step is to drive customer expansion. Since existing customers are usually more willing to buy, companies typically offer additional solutions and features in the form of upsells and cross-sells. Qualitative Data.

Upselling 52

Upselling Customer centricity Sales Accountability 52

ShepHyken

FEBRUARY 26, 2021

An affiliate marketing strategy needs to be effective, target well and work well for brands and customers. The foremost among them is to understand your customer in the best manner possible. Becoming customer-centric is important for brands to stay in the loop with the competitive world. Collect customer data.

Marketing 294

Marketing Journey mapping Upselling Advertising 294

CSM Magazine

DECEMBER 13, 2023

This elevates your security standards, ensuring a secure and reliable customer service environment. Lack of Real-Time Data Insight Addressing the need for real-time data insight is essential for timely and effective customer support. Set up automated alerts for critical issues or trends based on real-time data.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

TeamSupport

DECEMBER 8, 2023

In today’s customer-centric market, providing exceptional support is non-negotiable. According to research by Microsoft, 59% of consumers have higher expectations for customer service than they did the year prior. Reporting and Analytics Data-driven insights are crucial for optimizing your customer support processes.

Customer Support 105

Customer Support Analytics Upselling Customer centricity 105

Totango

NOVEMBER 27, 2023

Efficient and seamless workflows According to the Forrester report, as sustainable growth becomes a priority, B2B organizations need enhanced workflow automation and digital strategies that leverage customer data to: Customize communications and recommendations. Analyzing extensive datasets to forecast trends.

B2B 92

B2B CRM Enterprise Upselling 92

Global Response

JULY 3, 2023

Here are six tried-and-true strategies from our decades of experience in call centers and customer service. Personalized and Customer-Centric Interactions Step 1: treat your customers like the valuable individuals they are. As the saying goes—your customers make your business. How do you get this data, though?

Call Center 62

Call Center outsourcing Customer centricity Upselling 62

Horizon CX

FEBRUARY 29, 2024

Missed Opportunities for Upselling and Cross-Selling: Genuine care and personalized interactions create opportunities to upsell or cross-sell additional products or services. Equip employees with the tools and resources they need to understand customer needs and deliver exceptional service.

Morale 52

Morale Customer centricity Upselling Feedback 52

Totango

JULY 13, 2021

Strategy for customer success growth has changed as commerce has gone digital and big data has made marketing and sales customer-centric. Tell people about your business, get them in the store, sell them things, then look for more customers. In the future, you may be able to offer them an upsell.

Customer centricity 101

Customer centricity B2C Enterprise Upselling 101

ChurnZero

MAY 3, 2022

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. Start with: What is Customer Experience? 5: ChurnZero.

Journey mapping 98

Journey mapping Customer centricity SaaS Education 98

Beyond Philosophy

NOVEMBER 10, 2014

We were also able to use this data to predict future membership length based on the quality of experience. According to their 2014 US Insurance Shopping study, 28% of the Customers who switched auto insurance providers did so because of “poor experience.”. Your existing customers are far easier to upsell.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Beyond Philosophy

FEBRUARY 3, 2022

She also wants to know how to set up their Customer Experience improvement for success to be more customer-centric. In one of my books, Revolutionize Your Customer Experience , I delved into research about the nine internal areas that affect Customer Experience. They want to upsell, cross, sell, whatever.

Journey mapping 195

Journey mapping Customer centricity Consulting Consulting 195

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Tom Hinds, SVP Customer Engagement at Advocate Aurora Health. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

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. These actions showed us that there was an appetite for even more customer-centric services.

Sales 111

Sales Customer Experience Upselling Self service 111

Totango

FEBRUARY 6, 2020

This lets you anticipate customer needs and continually provide value: Access to Customer Data. Customer Lifecycle Management. Customer Success Software. Focusing on these customer success factors will help you operationalize customer-centricity across your enterprise. Proactive Engagement.

Enterprise 92

Enterprise Customer centricity Metrics Upselling 92

Totango

JUNE 1, 2021

Being able to use your customer success data will enable you to better connect with your customers. It all starts with knowing how to gather customer insights and properly leverage that data. Understanding Customer Success Data. Voice of Customer: Survey responses and satisfaction scores.

Enterprise 69

Enterprise Upselling Metrics Accountability 69

CustomerSuccessBox

SEPTEMBER 20, 2021

Lincoln Murphy is a leading customer success consultant, keynote speaker, and author. He posts regularly on customer success, customer experience, and customer-centricity and is a Growth Consultant focused on Customer-centric Growth. Intercom has an amazing blog that is dedicated to customer success.

SaaS 64

SaaS Customer centricity B2B Best practices 64

ChurnZero

JULY 2, 2020

The challenges to becoming a customer-centric company are not easy to overcome alone. It takes a village to raise a customer-centric company. Your entire organization must invest in rallying around the customer. What processes should be put in place to drive customer engagement and adoption.

Chief Customer Officer 98

Chief Customer Officer Customer centricity Best practices Metrics 98

CustomerSuccessBox

NOVEMBER 17, 2021

It is as follows: Your monthly recurring revenue of the month (a) Revenue through upsells and cross-sells (b) Revenue lost due to downgrades (c) Churned Revenue (d). Your upsell revenue for the month is $1000. Additional Read: 7 data points that drive retention. With an NRR focus data becomes very important.

Upselling 52

Upselling SaaS Metrics Accountability 52

CSM Magazine

MAY 16, 2023

A positive experience can increase word-of-mouth referrals, which is a key factor influencing whether a business chooses to become a customer of a given fintech. Voice of the customer As fintechs are responsible for their customers’ money and data, they must understand their wants, expectations and preferences.

B2B 52

B2B Customer Support outsourcing Customer centricity 52

Totango

MARCH 4, 2022

If the platform’s monitoring of KPIs indicates a specific action is required, the software can automatically trigger an action or notify a customer success representative to reach out, as appropriate. On the other hand, customers with a high NPS score may receive an automated upsell invitation as part of their renewal offer.

B2B 92

B2B Customer Service Interactive Voice Response B2C 92

Global Response

MARCH 13, 2024

As customer behavior and preferences change, businesses must adapt quickly to meet these expectations. This requires robust tools to gather and analyze customer feedback and data. Challenge #2: Integrating siloed systems Many businesses have fragmented systems that hinder a unified view of the customer.

outsourcing 62

outsourcing Best practices Feedback Customer retention 62

Totango

SEPTEMBER 13, 2022

For example, you can have a different playbook script for customers with low satisfaction scores versus those with high satisfaction scores. In this way, you can develop multiple playbooks deployed based on what an individual customer is doing, leveraging data segmentation to deliver personalized success outcomes to your clients.

SaaS 87

SaaS Upselling Best practices Customer retention 87

JustCall

APRIL 3, 2023

Client success is not just about solving the customer’s problems but also providing proactive support to help them get the most value from your product/service. According to data, “increasing customer retention rates by 5% increases profits by 25% to 95%.” What Does a Great Customer Success Strategy Look Like?

Upselling 52

Upselling Metrics Best practices Customer centricity 52

Totango

APRIL 2, 2019

You need to know if the customer is having any problems with your product or service that will prevent them from renewing their subscription, so make sure your customer success team reviews any outstanding tickets or bad reviews. This is also a good time to add upsells to accounts that have high customer health scores.

Journey mapping 105

Journey mapping Upselling Accountability Feedback 105

JustCall

AUGUST 8, 2023

Conversational AI draws from high volumes of demographic, psychographic, and behavioral customer data to tailor bespoke marketing campaigns. Capture, Qualify & Enrich Leads Speaking of customer data, AI can drive eCommerce sales by capturing, qualifying, and enriching leads.

Sales 52

Sales Upselling Revenue potential Customer centricity 52

Pointillist

MARCH 20, 2020

By Stephanie Ventura Customer-centric enterprises are increasing their investment in technologies that enable teams to measure and improve CX, while achieving key business outcomes such as maximizing customer lifetime value, reducing costs and more. That requires accessible, connected data.

Analytics 70

Analytics Upselling Interactive Voice Response Banking 70

Totango

APRIL 18, 2019

If you learn how to grow customer relationships, your business can achieve long-term growth in this shifting economy. How to Grow Customer Relationships That Will Last a Lifetime. A business becomes customer-centric by focusing on meeting customer needs and delivering consistent value. Use Data Wisely.

Upselling 74

Upselling Customer centricity Surveys Education 74

ChurnZero

MAY 3, 2022

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. Start with: What is Customer Experience?

Journey mapping 52

Journey mapping Customer centricity SaaS Education 52

Totango

OCTOBER 20, 2022

At other companies, CS managers may be assigned to follow up on sales during the customer onboarding phase. Customer success managers are critical at SaaS companies, where they help deliver results that promote subscription renewals and upsells. What Makes a Good Customer Success Manager? Persuasion Skills.

Management 91

Management Upselling Coaching Best practices 91

Totango

FEBRUARY 6, 2020

This lets you anticipate customer needs and continually provide value: Access to Customer Data. Customer Lifecycle Management. Customer Success Software. Focusing on these customer success factors will help you operationalize customer-centricity across your enterprise. Proactive Engagement.

Enterprise 62

Enterprise Customer centricity Metrics Upselling 62

Totango

FEBRUARY 28, 2020

We all want to believe that we have a strong relationship with our customers. The digitization of business has created a customer-centric economy, and people switch services until they find the solution that suits them. What is a Customer Engagement Strategy?

Customer centricity 93

Customer centricity Metrics Upselling Enterprise 93

Infinity

MARCH 2, 2022

This means you have hundreds, if not thousands, opportunities a day to collect rich data and extract insights from real customers that could revolutionise your call centre performance. It can gather intel that will increase lead generation and support upselling. What are the benefits of real-time call monitoring?

Scripts 52

Scripts Upselling Analytics Customer centricity 52

Totango

JUNE 25, 2019

The reality of the unique relationship you share with your customers is captured in the raw numbers your CS software gathers, detailing usage rates, demographics, logged interactions, voice of customer data, and other key metrics. It all starts with knowing how to gather customer insights and properly leverage that data. .

Upselling 68

Upselling Enterprise Metrics Customer centricity 68

Netomi

FEBRUARY 21, 2024

They offer a seamless blend of efficiency, personalization, and convenience, critical in today’s fast-paced and customer-centric world. This process allows chatbots to access and manage data related to bookings, guest preferences, and services. Chatbots are vital in enhancing guest experiences in the hospitality industry.

Chatbots 40

Chatbots Upselling Feedback Personalization 40

Totango

JULY 24, 2020

Leverage Voice of Customer Feedback. Provide Your Team with the Right Data. The goal is to help your customers realize their full potential by giving them the right solutions and guidance to succeed. In a customer-centric world , this expansion functions as a natural progression of your relationship.

B2B 62

B2B Enterprise Best practices Upselling 62