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

JANUARY 25, 2024

With technology advancing and customer expectations rising, customer success has become an essential force driving business growth and customer loyalty within the SaaS industry. What wider trends are shaping customer success hiring in 2024? What skills will help CSMs and individual contributors stand out in 2024?

Education 52

Education Upselling Consulting Consulting 52

ChurnZero

MAY 3, 2022

Let’s explore five of the best Customer Success YouTube channels for learning how to fight churn, understand industry trends, and position yourself for professional success in CS. Start with: Becoming Customer-Centric (playlist) : How to champion CS within your organization. Start with: What is Customer Experience?

Journey mapping 52

Journey mapping Customer centricity SaaS Education 52

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

ChurnZero

FEBRUARY 9, 2021

Engagement Evaluation Best Practices for Customer Success Management . Customer Experience: Journey Mapping. Course Description: If you strive for a customer-centric culture, you have to understand the customer’s journey—every step of the way. Level: Intermediate. Time: 50 minutes.

Journey mapping 98

Journey mapping Best practices Consulting Consulting 98

ChurnZero

DECEMBER 9, 2020

Over the last few years, we’ve seen a lot of growth in the Customer Success space, which means there’s now even more content out there on the web for you to research, consume and rely on. You can see this is the case by taking a look at the Google search trends for “Customer Success” and “Customer Experience” over time.

Consulting 98

Consulting Consulting Best practices Upselling 98

Totango

MAY 5, 2021

By measuring product experience, as a facet of customer experience, you can view how your clients interact with your product on a daily basis and the level of satisfaction they get with your service. Once these metrics are recorded, you can use this information to proactively engage customers and meet their needs in a more personalized way.

Customer Experience 118

Customer Experience Education Customer centricity Metrics 118

Fonolo

APRIL 6, 2021

Encourage your agents and sales associates to familiarize themselves with the top sellers in your store, as well as product trends, so they will always have these products in mind when customers ask for recommendations. Upsell products that match a customer’s need. This shouldn’t be about pushing products.

Best practices 126

Best practices Customer Service Upselling Sales 126

Totango

JULY 28, 2021

To help customers achieve desired outcomes, success managers may perform duties such as: Helping customers set measurable customer-centric goals. Assisting with customer onboarding. Coordinating resolution of customer support issues. Suggesting upsells. Promoting feature adoption and engagement.

Best practices 118

Best practices Management Brand ambassadors Upselling 118

TeleDirect

FEBRUARY 20, 2020

Our business process outsourced (BPO) solutions offer a custom, customer-centric call center platform for any firm or non-profit looking to improve their customer service performance. Good customer service leads to great upsell opportunities. Focusing on everything but the customer.

Customer Service 104

Customer Service Business Process Outsourcing outsourcing Call Center 104

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. Quantitative Data.

Upselling 52

Upselling Customer centricity Sales Accountability 52

CSM Magazine

MAY 16, 2023

The Voice of Customer (VoC) is an invaluable asset for businesses, providing crucial insights into the needs, preferences, and feedback of customers and prospects. By actively listening to the Voice of Customer, businesses can gain a deeper understanding of their target audience, their pain points, and their expectations.

B2B 52

B2B Customer Support outsourcing Customer centricity 52

Anexa BPO

SEPTEMBER 7, 2022

As customer demands and economic trends change constantly, “CX agility” has become the gold standard for businesses today. CX agility is the ability of a company to adapt its processes quickly in response to rapidly changing customer needs and market conditions. x greater annual increase in customer retention.

outsourcing 52

outsourcing Upselling Customer centricity Customer retention 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

Another great example of a brand using customer-centric search is Etsy. This online marketplace allows customers to filter and sort results based on various criteria (think: price, location, and customer ratings). You can also leverage this technology to cross-sell and upsell.

Chatbots 52

Chatbots Abandon rate Customer centricity Personalization 52

Totango

JUNE 1, 2021

This knowledge is essential to creating a customer-centered enterprise that can generate ongoing value for customers. Using Customer Success Data to Achieve Your Goals . The digitization of business has created a customer-centric economy dominated by subscription services and SaaS enterprises.

Enterprise 69

Enterprise Upselling Metrics Accountability 69

Infinity

MARCH 2, 2022

Real-time call monitoring is designed to help you build a holistic picture of your customers, the journey they took to pick up the phone, and what persuades them to convert. 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

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. Learn about industry trends in customer health scores. It is the foundation of your customer success department.

Upselling 52

Upselling SaaS Metrics Accountability 52

TechSee

APRIL 10, 2018

As businesses increasingly realize that leveraging the power of technology creates a clear competitive advantage, the future of the BPO industry has become dependent on its willingness to adopt new growth and BPO technology trends that will serve as a value multiplier for their offerings. BPO Technology trends: Blessing or Curse?

Call Center 139

Call Center Technology outsourcing Self service 139

Totango

OCTOBER 6, 2020

To help further your understanding of these important differences, this article will breakdown the customer success vs. customer support dynamic and outline how prioritizing a proactive approach towards client relations can empower you to prevent churn, create value, increase the likelihood of renewal, and encourage upsells/cross-sells.

Customer Support 106

Customer Support Customer advocacy Construction Enterprise 106

SmartKarrot

NOVEMBER 24, 2021

It would help if you shifted your attention from being product-centric to customer-centric. . Customer-centricity is the key to comprehending where your customers are heading and how you can meet your customers at different journey points whenever required? . The concept of customer-centric thinking.

Customer centricity 10

Customer centricity Education Customer retention Upselling 10

Lumoa

AUGUST 8, 2023

According to Gartner research, leveraging the data obtained from direct customer feedback can increase the chances of upselling and cross-selling by 15-20%. This shows the tangible, bottom-line benefits of listening to your customers. Here, we see an example of Lumoa’s AI performing regression analysis.

Surveys 83

Surveys Feedback Banking Best practices 83

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

Netomi

FEBRUARY 21, 2024

The current trends in the hospitality industry indicate a strong inclination towards integrating technology for improved customer engagement. Chatbots are more than a passing trend. They offer a seamless blend of efficiency, personalization, and convenience, critical in today’s fast-paced and customer-centric world.

Chatbots 40

Chatbots Upselling Feedback Personalization 40

JustCall

AUGUST 8, 2023

Source In addition to embracing the role of a recommender system, conversational AI can also unlock upselling and cross-selling opportunities. With information on customer purchase patterns, online behavior, and preferences, conversational AI can pitch products to increase average order value and maximize revenue potential.

Sales 52

Sales Upselling Revenue potential Customer centricity 52

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

OCTOBER 20, 2020

By measuring customer experience, you can view how your clients interact with your product on a daily basis and the level of satisfaction they get with your service. Once these metrics are recorded, you can use this information to proactively engage customers and meet their needs in a more personalized way.

Customer Experience 85

Customer Experience Education Customer centricity Metrics 85

ChurnZero

NOVEMBER 4, 2022

To get a CEO’s perspective on the matter, ChurnZero’s You Mon Tsang joined ESG for a special CEO panel on “ The economy and Customer Success: The impact and what to do about it ,” with ‘nuffsaid’s Chris Hicken and Kapta’s Alex Raymond. Difficult conversations lead to deeper customer connections. “I’m Learn from three SaaS CEOs.

SaaS 98

SaaS Customer centricity Finance Best practices 98

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. Then, use this information to optimize the customer experience accordingly.

Upselling 61

Upselling Education Best practices Customer centricity 61

ChurnZero

FEBRUARY 9, 2021

Engagement Evaluation Best Practices for Customer Success Management . Customer Experience: Journey Mapping. Course Description: If you strive for a customer-centric culture, you have to understand the customer’s journey—every step of the way. Level: Intermediate. Time: 50 minutes.

Journey mapping 52

Journey mapping Best practices Consulting Consulting 52

Amity

AUGUST 30, 2018

Customer Success is still a relatively young discipline, and as a result, leadership teams are often unsure about where it fits into their organization. This would be a short-sighted move since Customer Success and Account Management are distinguished by more than just a naming convention.

Accountability 67

Accountability Management Upselling Customer centricity 67

Totango

JULY 24, 2020

Rather than—or along with—increasing your revenue base by pursuing new customers, you encourage current customers to expand their license agreement, purchase additional features, renew at a higher rate, or extend the use of your platform across their enterprise. 6 Ways to Drive Client Expansion.

B2B 62

B2B Enterprise Best practices Upselling 62

Totango

AUGUST 18, 2022

This increases customer satisfaction, reduces the risk of refund requests and increases the likelihood of customers renewing their subscriptions rather than churning. It also promotes higher product usage, increases the likelihood of upselling purchases and encourages customers to become enthusiastic brand advocates.

Journey mapping 93

Journey mapping SaaS Upselling Enterprise 93

Global Response

FEBRUARY 26, 2024

Save money and increase sales with a brand-obsessed, people-first team that delivers a high-touch, superior customer experience, every time. LET’S CONNECT As all managers know, empowering employees to make customer-centric decisions is key. Partnering with a call center gives businesses access to these tools.

Call Center 62

Call Center Customer Service outsourcing CRM 62

CSM Magazine

MARCH 16, 2023

This means applying Machine Learning (ML) to call transcripts to automatically find the ‘needles’ or key topics and library of associated phrases that really matter such as those relating to churn risk, compliance or upsell. Create Conversational Clarity The average organisation analyses just 2% of customer interactions.

Analytics 52

Analytics Coaching Finance Upselling 52

Amity

JANUARY 20, 2017

Customer Success is still a relatively young discipline, and as a result, leadership teams are often unsure about where it fits into their organization. This would be a short-sighted move since Customer Success and Account Management are distinguished by more than just a naming convention.

Accountability 72

Accountability Management Upselling Customer centricity 72

GetFeedback

MAY 9, 2019

Stage 4 —O perationalize: You begin to re-design your company’s operational processes based on customer insight and other customer experience metrics. Stage 5 — Align: Being customer-centric is the norm in your company at this stage. And your programs and processes should reinforce customer connectedness.

Customer Experience 134

Customer Experience Metrics Journey mapping Feedback 134