CSM Magazine

MAY 16, 2023

More businesses are recognising the value of outstanding customer service. In fact, 88% of companies now prioritise customer experience in their contact centres. Providing an outstanding customer support experience can strengthen these relationships.

B2B 52

B2B Customer Support outsourcing Customer centricity 52

ProProfs Blog

JANUARY 7, 2022

To steer yourself towards success, it is essential to measure its product-market fit. Meaning: Whether there is a market demand for your product or not. Products whose value proposition satisfies the needs of a market and its potential customers are likely to experience success. But how do you measure product-market fit

Marketing 78

Marketing Surveys Customer retention Metrics 78

TeamSupport

MAY 1, 2020

So, how can businesses make the most of video technology to improve their customer support and operations? Here are four ways: 1) Save time by showing solutions instead of telling – Support interactions have traditionally happened on two channels in the past: email and phone.

Customer Support 71

Customer Support Technology Upselling Sales 71

Customer Service Life

DECEMBER 20, 2023

Feature Requests – When customers want our product to do something it wasn’t designed to do. Upsell/Cross-sell opportunities – When the product the customer is currently using doesn’t do what the customer wants but another product in our line does.

Upselling 83

Upselling Contact Center Engineering Banking 83

Solvvy

JULY 13, 2021

But if someone asks you how you feel about Dell, you’re more likely to think of the three hours you spent on the phone being passed around between different customer support representatives. What companies want is something like what Amazon has: streamlined, seemingly effortless customer support that delights people.

Chatbots 48

Chatbots Customer Support Upselling Sales 48

JivoChat

JUNE 9, 2021

Today’s world of digital marketing is robust and diverse. This means marketers have all kinds of resources at their fingertips and can connect with customers and manage relationships on a variety of channels. One technology leading the way online is chatbot marketing. What is Chatbot Marketing?

Chatbots 52

Chatbots Marketing Upselling Surveys 52

Totango

JANUARY 4, 2019

‘Customer-centric’ no longer just refers to a marketing strategy—it’s a whole economy. Customer expectations and demands on enterprises have never been so high, or so personal—especially for SaaS companies who are at the forefront of both the modern wave of technology and the new customer-centricity business model.

Customer centricity 79

Customer centricity SaaS Marketing Enterprise 79

CSM Magazine

MARCH 27, 2020

It’s easy to see effects of bad customer service—one request slips through the cracks and you could be looking at a public battle on your social media accounts tomorrow. Bad customer support is harder to spot, but it runs deeper than a quick social media fire that needs extinguishing. What is Customer Support?

Customer Support 52

Customer Support Self service Feedback Upselling 52

Kayako

MARCH 7, 2019

When was the last time you contacted customer support of an online business? If you’ve had a customer support interaction recently, did you speak with a real person or a chatbot? For example, Statista reported that the size of the chatbot market worldwide in 2016 was worth about $190.8 billion in 2025.

Chatbots 50

Chatbots Customer Support Upselling Scripts 50

CSM Magazine

DECEMBER 6, 2023

For companies looking to stand out from competitive and crowded markets, it’s no longer enough to provide great products or services only. Today, a company’s success is also closely tied to its ability to provide exceptional customer service, which helps retain loyal customers and generate repeat business.

Upselling 52

Upselling SaaS Advertising Marketing 52

Totango

NOVEMBER 23, 2021

These issues can be addressed by using a CS platform that collects data from all stages of your customer journey and displays them through user-friendly dashboards and reports. You Can’t Evaluate Customer Health. How can you tell if your customers are satisfied or dissatisfied? A solution to this issue is customer health score.

Upselling 91

Upselling CRM Revenue potential Feedback 91

Interactions

MARCH 13, 2019

Although traditionally they may seem unrelated, marketing and your customer care strategy actually have a lot in common– the biggest thing being your customers. customers, 65% find a positive experience with a brand to be more influential than great advertising. In fact, a recent study from PwC shows that among U.S.

Customer Care 63

Customer Care Marketing Average Handle Time Customer retention 63

TeamSupport

JUNE 29, 2023

When your customers are happy , they tend to pay more money for your products and services, creating a sense of loyalty. Your most loyal customers are those who are most familiar with your brand. Customer expectations are defined as the set of assumptions, beliefs, and desires your customers bring to your business.

Upselling 97

Upselling Metrics Chatbots Customer Support 97

Squelch

OCTOBER 15, 2019

This article, “ What the Future Holds for Customer Support ,” was originally published by CMSWire on September 25, 2019. Customer support capabilities have only increased with the explosion in communications technology over the past 10 years. AI as Backup, Not Competition. Featured image credit: CMSWire.

Customer Support 40

Customer Support Upselling Sales Technology 40

Totango

JUNE 28, 2021

A f reemium strategy forms a foundation for SaaS marketing, but it’s often used without being understood. Limited customer support. Offering a limited free version of a product serves a number of important marketing and sales functions, including: Providing a promotional tool to build brand awareness.

Upselling 89

Upselling SaaS Best practices Sales 89

OctopusTech

JULY 31, 2023

Customer engagement and happiness have emerged as the cornerstones of successful eCommerce businesses in today’s growing digital market. As competition heats up, businesses choose live chat outsourcing method to attempt to separate from the crowd and create genuine connections with their customers.

outsourcing 62

outsourcing Sales Upselling Abandon rate 62

OctopusTech

JUNE 29, 2023

Their operators reach out to existing and potential customers and play an essential role in marketing, sales, customer service, lead generation, and more. Performing sales and telemarketing Outbound contact centers are an essential element in getting leads, driving sales, and conducting market research.

Customer retention 62

Customer retention Call Center Upselling outsourcing 62

OctopusTech

JULY 21, 2023

Data of customers act as a lifeline for any business. Customer data nowadays is one of the most important types of data that are used by various businesses to optimize and improve their sales and marketing efforts. This will help companies to provide each customer with a personalized user experience.

Best practices 62

Best practices Management Upselling Sales 62

Totango

JULY 18, 2018

Customers often turn to Customer Service or Customer Support teams for help throughout the customer journey. From onboarding challenges, to user experience difficulties, to product misfires, the Customer Support or Customer Service agent is often the customer’s “first responder.”.

Customer Support 56

Customer Support B2C Customer retention Upselling 56

Totango

DECEMBER 20, 2023

Mid-market business leader in computer & network security Why customer success leaders love Totango Effective cross-functional collaboration is a defining attribute of any rising customer success team and another reason our users recognize Totango as a software leader.

Enterprise 108

Enterprise Customer centricity Benchmark Upselling 108

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Jim Iyoob, Chief Customer Officer at Etech Global Services. s 9 Binge-Worthy Marketing Podcasts list and is also known as the “Godmother of customer experience.”.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

CSM Magazine

DECEMBER 13, 2023

In a competitive market, stellar customer service stands as the cornerstone of a thriving business. As a matter of fact, 49% of customers have left a brand due to poor customer service , as revealed in a study back in 2021. Note that most of these customers were once very loyal to the brands they supported.

Customer Service 52

Customer Service Upselling CRM Employee engagement 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. I was in support leadership for a couple years. Success is responsible for the retention and upsells.

Sales 111

Sales Customer Experience Upselling Self service 111

Nicereply

JULY 28, 2022

From this blog post, you’ll learn how your sales and customer service teams can work together for great results. Promote exchanging of customer data. Documenting the relationship with the customer is essential for both the sales team and the customer support team. Identify opportunities to cross-sell and upsell.

Sales 59

Sales Customer Service Upselling Average Handle Time 59

Totango

SEPTEMBER 20, 2022

Using key performance monitoring and automatically triggered workflows to guide customers toward successful results. Monitoring customer satisfaction metrics and intervening when low satisfaction levels are detected. Offering customized upsells geared toward customer needs and product usage patterns.

B2B 82

B2B SaaS Education Brand ambassadors 82

Vcaretec

JUNE 6, 2022

At Vcare, we help clients get more out of their customer care channels, especially during the holidays. Let’s take a look at some of the key customer care channels and provide some tips for maximizing your customer experience during the most critical time of the year. Try to take the customer support issue ‘offline’ quickly.

Customer Care 96

Customer Care Upselling Accountability Customer Support 96

Totango

AUGUST 23, 2022

In terms of the customer lifecycle, touchpoints may occur at any point during an interaction with your brand, including: Pre-sales, starting with a prospect’s first marketing touch. Post-sales interactions, starting with the customer’s onboarding experience and continuing throughout their relationship with your brand.

B2B 115

B2B Journey mapping SaaS Engineering 115

CustomerSuccessBox

APRIL 7, 2022

Customers like to engage with your products more, so make upsells and expansions. The revenue lost due to churn shouldn’t be a letdown; rather the catch is to gain more than that by expansion and upsells. And the way to do it is to see how you are treating your customers. So better the value is delivered.

SaaS 98

SaaS Benchmark Upselling Metrics 98

TeamSupport

MAY 11, 2021

“You’re not paying close enough attention to your customers.”. That’s how TeamSupport CEO Pete Khanna and ProfitSword VP of Sales and Marketing Paul Bennie began their speaking session at the recent TSIA Interact annual conference. 1 So, for to continue to flow, customers must continue to use your products. What did they mean ?

B2B 98

B2B Upselling Metrics Education 98

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

JustCall

AUGUST 8, 2023

For the uninitiated, conversational AI allows brands to simulate human conversations to instantaneously and meaningfully interact with customers. Personalize Marketing Campaigns It was back in 2015 when Forrester discovered that 8 out of 10 consumers would choose and pay more for a brand that offers personalized services or experiences.

Sales 52

Sales Upselling Revenue potential Customer centricity 52

ChurnZero

FEBRUARY 23, 2023

There are two primary reasons why: First, you need to retain customers to simply “keep the lights on” so to speak. Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. The challenge is that growth through retention and loyalty requires “strong customer relationships.”

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

There are two primary reasons why: First, you need to retain customers to simply “keep the lights on” so to speak. Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. The challenge is that growth through retention and loyalty requires “strong customer relationships.”

Management 52

Management Customer retention Upselling Chief Customer Officer 52

TeamSupport

APRIL 10, 2024

By offering a 360-degree view of client interactions, this tool allows you to identify at-risk clients, spot opportunities for upselling, and build strategies to enhance client loyalty. TeamSupport’s client success software is designed to keep you one step ahead.

Analytics 52

Analytics Upselling Sales Management 52

CustomerSuccessBox

JUNE 24, 2022

Customer Success is a core growth driver. In order to keep your edge in a competitive market, CS has to be leveraged to nurture relationships with your customers. Happy customers lead to increased revenues, and a positive word-of-mouth campaign advocating on behalf of your company. Providing proactive customer support.

Upselling 52

Upselling SaaS Customer advocacy Metrics 52

CustomerSuccessBox

APRIL 11, 2019

Customer Success and Sales are different individuals, different roles, different KPIs and deliver different values. Sales delivers customer acquisition vs. Customer Success delivers product adoption + retention + upsell. The overlaps happen only when they communicate during handoffs and upsells.

Upselling 80

Upselling CRM SaaS Customer advocacy 80

Joe Rawlinson

MAY 29, 2019

Revamp Your Email Marketing Strategy. That’s where an effective email marketing strategy can be so powerful. It allows you to capture your site’s visitors onto an email list and engage with them multiple times, dramatically increasing your chances of converting them into customers. Use Upselling & Cross-Selling.

Sales 102

Sales Upselling Customer Support Marketing 102