TechSee

MARCH 1, 2021

” These lines – uttered with every Mickey D order – are probably the most famous upsell and cross-sell out there. But the days of relying on sales staff to entice customers to re-open their wallets are coming to an end. “Do you want to SuperSize that?” ” and “Do you want fries with that?”

Sales 124

Sales Technology Customer Service Chatbots 124

ClientSuccess

FEBRUARY 22, 2023

This can involve training and education on effectively using the product or service, suggesting best practices, and providing guidance on optimizing the customer’s experience. Learn more about the role of customer success in your organization in this webinar.

First call resolution 70

First call resolution Best practices Upselling Education 70

ClientSuccess

JANUARY 11, 2023

The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience. Here’s an overview of what we call the Golden Rule of Customer Success – 8 Guiding Principles: Understand customer needs, goals and motivations.

Benchmark 80

Benchmark Upselling Education Best practices 80

Totango

APRIL 2, 2019

It’s a journey that promises recurring value, and it’s your job to make sure that every step of the way leaves a positive impression on the customer. So, how can you understand the customer experience and know when to offer extra support to grow your relationship? Through customer journey mapping. Gather Feedback.

Journey mapping 105

Journey mapping Upselling Accountability Feedback 105

Tethr

AUGUST 27, 2020

The most thorough VoC programs are able to sort through customer interactions to provide organizations customer intelligence and insights that anyone inside the enterprise can interpret. Are you curious about how upsells, cross-sells, promotions and campaigns are impacting customer loyalty? If not, you should be.

Enterprise 117

Enterprise Customer effort Upselling Call Center 117

Tethr

JUNE 22, 2020

How our customer success team uses the power of conversation intelligence to improve customer experience by listening at scale, turning raw, unstructured voice of customer data into actionable insight so you can transform your business and your customer experience. Although, you won’t need a Ph.D.

Customer Experience 66

Customer Experience Customer effort Interactive Voice Response Coaching 66

TechSee

SEPTEMBER 7, 2021

However, Visual Assistance can deliver value to many other use cases, all of which can help your organization save time and money and improve both the employee and customer experience. The consultant can guide the customer through the measurement process and even correct the customer if they mis-measure a corner. .

Technical Support 191

Technical Support Sales Upselling Technology 191

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. Customer enablement empowers customers by giving them the resources they need to use your product successfully. This helps deliver more satisfying customer experiences , promoting customer renewals and referrals, which are critical to B2B SaaS businesses.

B2B 82

B2B SaaS Education Brand ambassadors 82

Enghouse Interactive

SEPTEMBER 3, 2021

of the organizations it deemed to be more successful than their industry peers (which are 27% more successful than typical organizations), had integrated UC with their CC solution to deliver better customer experiences (CX). Register Now to attend our launch webinar for a detailed overview and demo of the Enghouse UC solution.

contact center solutions 66

contact center solutions Contact Center Call flow Enterprise 66

Totango

SEPTEMBER 13, 2022

Success playbooks can help you: Take a proactive approach to customer experience rather than reacting to support issues. Plan, analyze, and understand your customer lifecycle. Set well-defined goals leading to desired outcomes for each stage of your customer journey. Track metrics measuring customer success.

SaaS 86

SaaS Upselling Best practices Customer retention 86

Totango

JANUARY 30, 2020

CSMs maximize customer ROI through proactive engagements that help the customer realize value from the product. That having been said, research supports the fact that customer experience, satisfaction, net promoter score, and other metrics are all higher/better when owned by CSMs. Keeping Customer Goals in Mind.

Accountability 71

Accountability Management Upselling Enterprise 71

Playvox

AUGUST 25, 2021

As in-person interactions with customers have largely been suspended during the pandemic, customer experience centers have evolved from simply offering reactive support to providing proactive customer engagement. In a digital-first world, customer experience centers have become the heart of modern businesses.

Management 57

Management Agent burnout Contact Center Coaching 57

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

Totango

APRIL 5, 2019

Customer success metrics are used to discover what kind of customer experience you are really delivering. The goal of customer success is to generate recurring revenue by creating customer lifetime value. And with customer success metrics, you can measure whether your efforts are working. Gross upsell.

Metrics 72

Metrics Upselling Accountability Enterprise 72

Totango

JANUARY 30, 2020

CSMs maximize customer ROI through proactive engagements that help the customer realize value from the product. That having been said, research supports the fact that customer experience, satisfaction, net promoter score, and other metrics are all higher/better when owned by CSMs. Keeping Customer Goals in Mind.

Accountability 63

Accountability Management Upselling Enterprise 63

JustCall

AUGUST 8, 2023

Offer Personalized Product Recommendations As established, being a medium of collecting and working with customer data, conversational AI is conveniently placed to personalize the customer experience. Schedule a demo with us to know more. After all, it accounts for 31% of eCommerce site revenues.

Sales 52

Sales Upselling Revenue potential Customer centricity 52

Tethr

JULY 29, 2020

If you’re not regarding all touchpoints when measuring customer engagement, you’re not getting the full picture of the customer experience. Customer engagement doesn’t matter more in one channel than in another. The most satisfied customers will be your best brand ambassadors. Request a demo today.

Brand ambassadors 66

Brand ambassadors Upselling Advertising Sales 66

Quiq

AUGUST 24, 2021

eCommerce’s rise has also led to an increase in customer care needs – As more purchases take place online, brands are also facing a sharp escalation in customer care inquiries related to order management and more. Online retailers that do not support these experiences will lose out to those that do. See a Demo Today.

Self service 74

Self service Customer Care Upselling Customer Support 74

Netomi

MARCH 24, 2023

Customer service (CS) platforms have been adopting conversational AI at incredible rates as consumers expect a higher quality customer experience. Growth Being able to scale your customer service function while maintaining high-quality support is key as your organization grows.

Chatbots 52

Chatbots Abandon rate Contact Center Upselling 52

Balto

JUNE 29, 2022

According to a study by PWC, eight in ten customers say contact center agents have the biggest impact on customer experience. As companies look to improve the customer experience, the two most popular solutions for enhancing workforce performance in contact centers are agent assist and real-time guidance.

Coaching 52

Coaching Average Handle Time Contact Center Upselling 52

Totango

MARCH 21, 2019

It represents a shift away from thinking of customers as point-of-sale pursuits and toward regarding them as ongoing relationships that require continuous nurturing. . It reflects the current customer-centered economy that has encouraged customer fluidity and placed greater emphasis on the customer experience.

Enterprise 85

Enterprise Upselling Education Accountability 85

Balto

AUGUST 30, 2022

This leads to more interactions and more opportunities to enhance or detract from the customer experience. Good customer experience is always important, but it’s even more crucial during a down economy. Contact centers are on the front lines of creating customer experiences, either positive or negative ones.

Contact Center 52

Contact Center contact center solutions Coaching Contact center software 52

Upstream Works

SEPTEMBER 24, 2019

If it was possible to harness that data and to analyze it in a contextual way, imagine the potential impact on customer experience and on operational efficiency. . Let’s consider a customer using web chat to reach their widget provider. Context-driven CX means leveraging all this data to drive customer experiences.

Upselling 60

Upselling Contact Center Customer effort Surveys 60

Tethr

JULY 31, 2020

Some warning signs of burnout are: Feelings of negativity or cynicism related to the workplace Reduced work efficiency A lack of energy An anxious feeling before the start of the workday Difficulty concentrating Irritability (sometimes with customers) Missed upsell/cross-sell opportunities Unhealthy coping strategies.

Contact Center 116

Contact Center Call Center Upselling Management 116

Totango

MAY 3, 2019

If you retain customers , they’ll spend far more than the price of their initial purchase over a lifetime. Plus, current customers are more likely to make major purchases or upsells. But the only way to cultivate this prized group is to form meaningful connections which increase customer engagement and loyalty.

Enterprise 78

Enterprise Upselling Feedback Advertising 78

Totango

APRIL 9, 2019

Customer retention is the lifeblood of any savvy enterprise. It’s the only way to be successful in this customer-centered economy and ensure scalable long-term revenue. To retain customers, companies must make the customer experience better and ensure customers never stop seeing value from their product or service.

Customer retention 72

Customer retention Upselling Enterprise Metrics 72

Totango

JULY 16, 2019

This has irrevocably changed how enterprises need to approach customers. Instead of capturing the bulk of customer value at the initial sale, digital companies now rely on an ongoing process of renewal and upsell that can potentially continue for years. As such, your entire enterprise needs to adopt a customer-centered approach.

Upselling 68

Upselling Enterprise Metrics SaaS 68

AskNicely

JUNE 6, 2018

Back in April, Portland’s customer experience gurus gathered for the first-ever CX Obsession event. Some of the Rose City’s greatest brands came together to share tales of real-word customer obsession — in 7 minutes or less — to a packed house of their peers. BOOK A DEMO. So, we are sharing the love with you!

Upselling 60

Upselling Customer centricity Feedback Sales 60

Squelch

DECEMBER 17, 2019

the provider of a customer experience optimization solution that empowers customer support and success professionals with the knowledge and resources to delight customers, announced today that it has been declared a finalist in the international Cloud Computing Awards program, The Cloud Awards. “By REDWOOD CITY, Calif.

Upselling 80

Upselling SaaS Best practices Customer Support 80

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 49

Upselling Enterprise Metrics Customer centricity 49

ChurnZero

APRIL 26, 2019

While CS metrics are what lead to a smooth customer onboarding experience, don’t forget to identify what metrics can lead to a smooth CSM onboarding. Look beyond the typical CS metrics (such as renewals or upsells) and be ready to answer questions around ramp-up times and training delivery methods.

Coaching 58

Coaching Metrics Upselling SaaS 58

ViiBE Blog

JULY 22, 2022

Having a CRM as the one communication channel you use to manage your customer interactions will ensure that you have a bird’s-eye view of your sales pipeline and can take the necessary steps to close more deals. This gives you the ability to provide your customers with the best possible service and support.

CRM 52

CRM Upselling Sales Marketing 52

Netomi

FEBRUARY 21, 2024

Revenue Generation and Upselling Opportunities Chatbots are not just cost-saving tools–they actively contribute to revenue generation. Handling mundane tasks frees up front office staff for more personal interactions with guests, leading to better upselling and cross-selling opportunities.

Chatbots 40

Chatbots Upselling Feedback Personalization 40

Totango

APRIL 11, 2019

A customer success health score is a framework used to identify the status of your customers so you can quickly prioritize accounts. It is a powerful tool for capitalizing on potential upsell opportunities and preventing customer churn. The point of the health score is, after all, to guide your next customer engagement.

Metrics 86

Metrics Upselling Accountability Enterprise 86

Totango

MARCH 26, 2021

Now that we have an idea of what the customer lifecycle is, let’s take a closer look at each of its stages and how best practices combined with technology can help optimize the customer experience in each stage. The onboarding stage marks the transition from the pre-sales to the post-sales phase of your customer’s lifecycle.

SaaS 66

SaaS Best practices Upselling Education 66

Amity

APRIL 30, 2018

And while Sales might focus on hitting targets every month ; Renewals, Upselling and Customer Retention would not be possible without the Customer Success Manager. A Customer Success Manager interacts with many cross-functional departments, building and maintaining relationships from Success to Sales.

Sales 82

Sales Upselling Education CRM 82

Totango

JUNE 11, 2019

We all want to make our customers happy, but customer success challenges can arise for a variety of reasons. You may lack the ability to gather data and draw insights that improve the customer experience. If you have many customers or product lines, it may be hard to take control of your customer success initiatives.

Customer centricity 91

Customer centricity Best practices Upselling Feedback 91