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

APRIL 3, 2023

This includes tracking usage metrics and identifying areas where the customer can benefit from additional features or services. Renewals and upsells : Another important area of responsibility for the customer success team is driving customer renewals and identifying opportunities for upsells.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

Totango

JUNE 1, 2021

It is a living repository of every customer engagement, product interaction, and touchpoint generated by your customer relationship. This covers every aspect of the customer relationship, including: Financial: Contract and transactional data. Voice of Customer: Survey responses and satisfaction scores.

Enterprise 69

Enterprise Upselling Metrics Accountability 69

Totango

MARCH 4, 2022

Business-to-business (B2B) customer service refers to support delivered to clients who are businesses rather than consumers. Common examples of B2B customer service issues that arise in a SaaS context include: Billing problems. B2B Customer Success vs. B2B Customer Service. Use Customer Data Effectively.

B2B 92

B2B Customer Service Interactive Voice Response B2C 92

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.

Upselling 74

Upselling Customer centricity Surveys Education 74

Totango

JUNE 25, 2019

It is a living repository of every customer engagement, touchpoint, product interaction, and piece of data generated by your customer relationship. This covers every aspect of the customer relationship, including: Financial: Contract and transactional data. Voice of Customer: Survey responses and satisfaction scores.

Upselling 68

Upselling Enterprise Metrics Customer centricity 68

CSM Practice

JULY 6, 2020

Greater customer success increases advocacy and renewal, ensuring that both the seller and the customer remain profitable despite the crisis. The Pacific Crest 2016 survey shows that the median cost of acquiring an ACV dollar for new customers is $1.16. Upsells is a basic form of account expansion. per month.

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Practice

JULY 6, 2020

Greater customer success increases advocacy and renewal, ensuring that both the seller and the customer remain profitable despite the crisis. The Pacific Crest 2016 survey shows that the median cost of acquiring an ACV dollar for new customers is $1.16. Upsells is a basic form of account expansion. per month.

SaaS 71

SaaS Upselling Accountability Sales 71

Totango

AUGUST 18, 2022

It also promotes higher product usage, increases the likelihood of upselling purchases and encourages customers to become enthusiastic brand advocates. Customer onboarding progress may be monitored through key performance indicators (KPIs) that reflect successfully completing onboarding steps.

Journey mapping 93

Journey mapping SaaS Upselling Enterprise 93

CSM Magazine

OCTOBER 12, 2022

Graeme Meikle at Calabrio highlights 3 areas to make sure agents are speaking your customers’ language. Recently, Calabrio surveyed 250 consumers around the world and the results were impressive. For example, only 45% of consumers feel contact centres are meeting their need to be heard and understood. About the Author.

Coaching 52

Coaching Upselling Analytics Customer centricity 52

TechSee

MAY 29, 2018

With clear ROI demonstrated almost immediately upon implementation, C-level decision-makers and call center management have turned to visual engagement as an important stepping stone on their journey towards providing a digital customer-centric experience. One example is the explosion of product unboxing videos.

Contact Center 95

Contact Center Call Center Best practices Customer centricity 95

Nicereply

FEBRUARY 2, 2024

Customer Service Customer service is a reactive business function where businesses handle customer complaints and help customers solve their issues. Excellent customer service is crucial to the success of an organization. Here’s an example of an abandoned cart email aimed at re-engaging prospects.

Education 59

Education Accountability Customer retention Journey mapping 59

ChurnZero

JANUARY 25, 2024

CS teams are increasingly involved in the entire customer journey, not only shaping the customer experience but directly influencing revenue outcomes through renewals, upsells, and cross-selling. This means that sales acumen is no longer just a bonus for CS professionals—it’s a new baseline for many companies.

Education 52

Education Upselling Consulting Consulting 52

delighted

MARCH 30, 2021

According to one study , companies who improve engagement increase their ability to cross-sell by 22% and upsell by as much as 51%. When you emphasize customer engagement, you’ll notice positive repercussions throughout your business. Create customer-centric content. Sign up now and survey 1,000 customers for free!

Feedback 52

Feedback Surveys Upselling Customer centricity 52

Infinity

MARCH 14, 2022

According to a recent survey, 75% of leaders agree that the global pandemic has compressed the digital adoption timeline and are actively seeking to invest in technologies that will improve the customer journey and help them make data-driven decisions. Evolve your marketing and sales tactics based on real customer data.

Scripts 40

Scripts Upselling Analytics Journey mapping 40

Totango

JUNE 25, 2019

It is a living repository of every customer engagement, touchpoint, product interaction, and piece of data generated by your customer relationship. This covers every aspect of the customer relationship, including: Financial: Contract and transactional data. Voice of Customer: Survey responses and satisfaction scores.

Upselling 49

Upselling Enterprise Metrics Customer centricity 49

Totango

AUGUST 27, 2019

For example, create a positive customer journey to encourage your clients to renew and this will speak volumes about your brand and its ability to retain customers. 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.

Upselling 61

Upselling Education Best practices Customer centricity 61

ProProfs Blog

AUGUST 28, 2019

According to a research by Motista published in Harvard Business Review , emotionally connected customers are 25-100% more valuable to brands than customers who are merely highly satisfied. Managing Customer Emotions in a Data-Driven World. Measuring customer emotions can be a tricky task.

Customer emotions 83

Customer emotions CRM Feedback Analytics 83

Amity

JULY 4, 2017

This post is a collaboration with our partner Wootric , the Net Promoter Score platform for boosting customer happiness. 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?” You can use any system to implement the strategies below.

Surveys 66

Surveys SaaS Feedback Customer advocacy 66

Enghouse Interactive

MAY 14, 2021

The overall potential of AI within customer service has now been a hot topic for several years – but where does it deliver real benefits and what is the state of AI deployment? The key finding is that AI is spreading, with a growing number of use cases identified by customer service teams. Exploring the potential use cases.

Self service 40

Self service Analytics Chatbots Metrics 40

Help Scout

SEPTEMBER 18, 2018

We’ve seen tremendous success with it at Help Scout since formalizing the initiative earlier this year, and we’re excited to share those results with you now — and hopefully spark a broader conversation about how Support-Driven Growth can benefit a range of customer-centric businesses. Examples of Support-Driven Growth in practice.

Coaching 40

Coaching Customer centricity Upselling Sales 40

Win the Customer

JANUARY 20, 2020

Better customer service – It’s no secret that customers love live chat. eDigital surveyed in 2013, where 73% of people surveyed said that they preferred live chat to use email, SMS, social media, the phone, and so on. This also results in building more opportunities for upselling and cross-selling.

Chatbots 52

Chatbots Feedback Surveys Sales 52

Totango

JANUARY 8, 2019

But how can you learn why customers end their subscriptions, and understand the calculations behind your current churn rate? Let’s take a closer look at how churn rates are calculated, how to lower yours, and how to dominate your corner of the subscription-based market with customer-centric strategies.

Enterprise 54

Enterprise Upselling Surveys B2B 54

Mindtouch

MAY 29, 2019

Conversations about customer experience can be so … squishy. I regularly hear talk in leadership circles about being customer-centric and an “outside in” approach. But do we really understand what “the perfect customer” is and how we would know one when we see them? Have upsell/cross-sell traction.

Customer centricity 48

Customer centricity Feedback Upselling Education 48

Totango

SEPTEMBER 18, 2020

What to do next: If your customer is pushing against the thresholds of their current service agreement then they are ripe for expansion. Automated alerts within your customer success software should prompt you to implement upsell campaigns as soon as your customer approaches these predetermined marks. Voice of Customer.

Metrics 62

Metrics Enterprise Feedback Upselling 62

VocalCom

JULY 15, 2019

To better understand customers’ feelings. When you map out the customer experience, you can anticipate why customers might choose each channel and how they might feel at each touchpoint. For example, what might a customer who contacts you for service via social media expect from the interaction?

Journey mapping 48

Journey mapping Contact center software Interactive Voice Response Upselling 48

JivoChat

APRIL 4, 2021

Ultimately, this customer-centric approach enables you to guide people (instead of forcing them) along your sales funnel. A customer doesn’t need to jump through multiple hoops, like submitting a form, waiting for an email, then scheduling a follow-up call, before they can finally speak with someone. JivoChat vs. Drift).

Marketing 52

Marketing Chatbots Upselling Sales 52

JivoChat

APRIL 8, 2021

In doing so, companies take a customer-centric approach that leads to a more personalized buyer journey. Ultimately, customer engagement tools help foster a stronger bond between companies and customers, enhancing the buyer experience and the company’s performance and service levels. Customer surveys.

Sales 52

Sales Chatbots Brand ambassadors Surveys 52

Lumoa

NOVEMBER 29, 2021

Recommended reading: How to justify a CX program to your CEO Research conducted by Avanade and Sitecore showed that there is a $3 return on investment (ROI) expected for every $1 invested in the customer experience. But the detractors most likely won’t list lack of funniness as a key reason for detraction. Still, only partially convinced?

Customer Experience 103

Customer Experience Metrics Feedback Banking 103

Pointillist

MARCH 20, 2019

In this post, I’ll walk through a detailed example to illustrate the steps needed to calculate your customer experience returns, costs and ROI, and how to use this ROI to build a successful CX program. Segment Customers Not all customers are alike. They enjoy interacting with your company and keep coming back for more.

Customer Experience 59

Customer Experience Banking Metrics Analytics 59

delighted

MARCH 4, 2020

Prospective and current customers may experience dozens of touchpoints during their journey with your business, and not all touchpoints carry equal weight. For example, one poor customer service experience can overshadow and undermine a streak of positive experiences on other touchpoints. Set goals for improvement.

Customer Experience 52

Customer Experience Management Journey mapping Surveys 52

aircall

APRIL 12, 2021

CRM software streamlines complex workflows related to customer interactions, offering you the greatest potential to improve the customer experience. It’s also a great tool for cross-selling and upselling. A CRM helps to reduce churn, and long-time customers will have a positive impact on your revenue. . Automated surveys.

CRM 71

CRM Customer Experience Call Logging voip 71

delighted

MARCH 4, 2020

Prospective and current customers may experience dozens of touchpoints during their journey with your business, and not all touchpoints carry equal weight. For example, one poor customer service experience can overshadow and undermine a streak of positive experiences on other touchpoints. ” – Peter S.

Customer Experience 43

Customer Experience Management Journey mapping Surveys 43

JivoChat

AUGUST 18, 2021

Businesses that seek to improve customer experience (CX) are poised for success. This kind of customer-centric mentality can drive new business, boost customer retention rates, and create new benchmarks for goals. Customer experience comes into play along each step of the customer journey.

Customer Experience 52

Customer Experience Chatbots Customer retention Feedback 52

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

SmartKarrot

APRIL 6, 2021

Is it revenue- if yes, work around customer retention and expansion revenue. Support your statement with real examples and case studies. Have case studies that include the benefits of customer success. Show these examples and support your strategy for them around it. Top concerns for Chief Customer Officer.

Chief Customer Officer 18

Chief Customer Officer Customer retention Upselling CRM 18

Kayako

OCTOBER 18, 2017

Live chat can keep customers returning and attract prospective customers. How live chat customer engagement can grow your business. We conducted a survey of 1000 consumers , asking about their live chat experiences. Businesses that offer live chat are seen as more approachable, helpful, and customer-centric.

Sales 52

Sales Upselling Metrics Customer centricity 52