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

Pointillist

MARCH 22, 2018

JetBlue has in the past made as much as an additional $140million in revenue through its upsell program called ‘Even More Space.’. There are many such examples of B2C and B2B companies that are using upsell and cross-sell opportunities to generate profits. In this post, I take a detailed look at: What is upsell and cross-sell?

Upselling 71

Upselling Analytics B2B B2C 71

ShepHyken

NOVEMBER 15, 2023

What if you had a colleague who could tell you exactly what to prioritize in your next CX strategy? What if this colleague was then excluded from all strategy meetings and decision-making? Your customers already know everything your CX strategy needs to achieve – it’s time to get them involved!

Morale 145

Morale Feedback Upselling Surveys 145

Playvox

SEPTEMBER 30, 2022

Customer support teams can get a bad rap — people in other departments may think your team is just a cost center within your business or that it’s not as crucial as other teams. Your team is one of the most important teams in your business because you have a direct line to customers, their concerns, and their insights.

Customer Support 67

Customer Support Contact Center Upselling Customer centricity 67

ProProfs Blog

DECEMBER 21, 2020

A lot of business owners want to reduce customer churn and retain as many as possible. Stable customer base results in higher referrals, improved upsell revenue and increased lifetime value (LTV) which further results in improved customer acquisition in future. Reasons why customer churn rate increases.

Surveys 148

Surveys Benchmark Feedback Sales 148

JustCall

MARCH 10, 2023

What is a Customer Support Workflow? Customer support workflow is essentially a sequence of steps or processes that a company follows to effectively and efficiently resolve customer inquiries, complaints, or issues. They may also have access to a knowledge base, community forum, or customer success manager.

Customer Support 40

Customer Support Feedback Upselling Accountability 40

CustomerSuccessBox

MARCH 15, 2022

So let’s deep dive into Customer Success, Customer support and Account management. What is customer success? The initiative was taken by the business to assist the clients or the customers to effectively use its products and plan the business operations to be empowering and successful. Salary comparison.

Accountability 52

Accountability Customer Support Management Upselling 52

TeamSupport

MAY 19, 2020

The first type thinks B2B customer support is a cost center, or a necessary expense for running a business. After all, having a support team is required for your product, and it’s just something you need to have. The second type thinks B2B customer support is a profit center. I’ll be here all week!

B2B 64

B2B Customer Support Upselling Wait times 64

ShepHyken

JULY 26, 2021

Nice customer service, but don’t miss the opportunity to turn that thank you into the next opportunity. More than just saying, “Thank you,” you can share more product information, get the customer to subscribe to your blog, upsell and cross-sell, ask for reviews, and more. Fast Company) As we move closer to recovery in the U.S.,

Customer Service 261

Customer Service Customer retention Contact Center Upselling 261

Nicereply

JUNE 19, 2023

Therefore, this article will show you 5 effective ways to improve the customer experience for your eCommerce store. Table of Contents What is an eCommerce customer experience? Why is eCommerce customer experience so important? Hiring knowledgeable customer support representatives can further enhance the customer experience.

Customer Experience 59

Customer Experience Chatbots Entertainment Customer retention 59

OctopusTech

JULY 22, 2018

What followed was a sudden and uncontrollable explosion of love and hatred coming directly from the consumers which ultimately led Facebook to upgrade its policies and provide tools for proper company/customer communication. Live chat work as an excellent customer support channel simply because. I mean, you get the idea.

Customer Support 69

Customer Support Upselling Sales Personalization 69

ChurnZero

AUGUST 11, 2020

Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? Customer retention, along with new customer acquisition, has been challenging for most companies when the pandemic hit. Update Customer Knowledge Bases. This is shocking. Train to Listen.

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

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

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. And while most companies will say that customers must come first, there may not always be an understanding of what that actually looks like.

Upselling 97

Upselling Metrics Chatbots Customer Support 97

Netomi

NOVEMBER 14, 2022

Additionally, AI-powered chatbots allow support teams to seamlessly handle volumes of customer issues, providing immediate resolutions with little to no human intervention, so password resets or issues with logging in are solved in a snap. With AI looking one step ahead, we can.

SaaS 52

SaaS Multichannel Upselling Chatbots 52

TeamSupport

AUGUST 16, 2019

One industry that hasn’t typically been at the forefront of the data revolution is customer support. However, with many businesses now realizing that support isn’t always a cost center (and can sometimes even pay for itself) the demand for actionable data has been on the rise.

Customer Support 63

Customer Support Management Upselling Sales 63

ShepHyken

JUNE 13, 2016

And, more than just another channel, Twitter has created applications specific for customer service and business. Difficult Customers 101: The 4 Difficult Customers & How To Tame Them With Customer Support by Jack Plantin. 24 Experts Reveal Their Top Customer Retention Strategies For B2C Brands by Clutch.

Customer Service 208

Customer Service Upselling Customer retention B2C 208

ChurnZero

SEPTEMBER 16, 2021

9 Customer Retention Strategies for SaaS. Higher retention rates can mean higher customer loyalty for your business, something that’s crucial for success, especially for SaaS. If you want to throw more fire behind your customer retention strategies , keep reading for some tips and tricks to keep them going strong.

Customer retention 52

Customer retention SaaS Education Feedback 52

Totango

SEPTEMBER 20, 2022

Then we’ll look at the benefits of customer enablement and how it mutually supports sales enablement strategies. Finally, we’ll share five top strategies and best practices you can use to get the most out of your customer enablement efforts. What Is Customer Enablement In Business?

B2B 83

B2B SaaS Education Brand ambassadors 83

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 92

Upselling CRM Revenue potential Feedback 92

CustomerSuccessBox

APRIL 29, 2022

As a result, customers churned and the firm couldn’t do anything about it. If not, start focusing on customer retention. Plan the best SaaS Retention strategies that ensure customers stay with you for long. Customer retention is critical to your company’s long-term success. Onboarding.

SaaS 52

SaaS Customer retention Metrics B2B 52

TeamSupport

FEBRUARY 18, 2022

It’s a reasonable strategy – new business acquisitions means more revenue. But what if this new business is replacing churned customers and there is no net growth? Even worse, what if this strategy is plugging a hole of capsized revenue left by more churned customers than acquired ones? their goals with you ).

B2B 105

B2B Upselling Customer Support Sales 105

Myra Golden Media

APRIL 23, 2020

Learning Objectives: Why empathy in customer service matters Three easy keys to empathy in customer service Building your empathy quotient Applying empathy to your customer support toolkit Using empathy to diffuse anger Using empathy to your advantage in customer support Empathetic phrases for business-to-customer interactions.

Customer Service 303

Customer Service Upselling Personalization Customer Support 303

Netomi

OCTOBER 21, 2022

While email may be overlooked in lieu of its modern counterparts, in fact, our research team found that 47% of people prefer to contact a company for customer service over email, compared to phone and Web Chat, both at 23%. This is also where the opportunity for upselling and cross-selling comes into play.

Multichannel 40

Multichannel Construction Upselling Chatbots 40

Babelforce

AUGUST 13, 2020

CRM strategy extracts incredible value from data you already have The contact center isn’t always where CRM strategy is born – even though they do manage most customer relationships! Strong areas of focus include upselling, reduced acquisition costs and customer loyalty. Why does CRM strategy matter?

CRM 52

CRM Contact Center Upselling Customer retention 52

TeamSupport

FEBRUARY 18, 2022

It’s a reasonable strategy – new business acquisitions means more revenue. But what if this new business is replacing churned customers and there is no net growth? Even worse, what if this strategy is plugging a hole of capsized revenue left by more churned customers than acquired ones? their goals with you ).

B2B 98

B2B Upselling Customer Support Sales 98

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. 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

JUNE 18, 2020

If you’ve been tasked with increasing customer retention, boosting customer engagement or lowering churn, this post should provide inspiration on how to get started. We’re hoping we can get your brain juices flowing to help you find your next strategy to improve even further. Improving Customer Retention. That’s great!

Customer retention 125

Customer retention Feedback Surveys Metrics 125

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. Leverage customer data when creating cross-sell upsell recommendations.

Customer Service 52

Customer Service Upselling CRM Employee engagement 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

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers. Incorporate customer feedback.

Customer retention 85

Customer retention Journey mapping Benchmark SaaS 85

NobelBiz

FEBRUARY 14, 2023

Customer Relationship Management (CRM) is a strategy businesses use to manage interactions with existing and potential customers. CRM aims to improve customer satisfaction and loyalty and, ultimately, increase revenue. This information is a cornerstone to personalize interactions and improve the customer experience.

CRM 52

CRM Contact Center Metrics Benchmark 52

Totango

SEPTEMBER 15, 2022

First, we’ll clarify what a customer success dashboard is and why it’s essential for your CS strategy. Then we’ll look at nine of the most critical SaaS customer success metrics to monitor to ensure that your CS strategy achieves the intended results. Forecasting at-risk revenue and at-risk customers.

Metrics 93

Metrics Upselling SaaS Accountability 93

Comm100

FEBRUARY 10, 2022

Creating excellent customer service through personalized recommendations, support, and the overall shopping experience can significantly boost your sales rate and repeat orders. This is a great way to uncover product issues before your customers get seriously frustrated. 6 different ways to personalize your customer service.

Personalization 52

Personalization Customer Service Chatbots Self service 52

OctopusTech

JULY 31, 2023

Live chat has emerged as a game changer in this environment, enabling firms to build real-time, individualized connections with website visitors and potential customers. There are various pros and cons of live chat outsourcing but it is one of the fastest-growing customer support channels.

outsourcing 62

outsourcing Sales Upselling Abandon rate 62

SmartAction

DECEMBER 8, 2023

Alex saw firsthand how personalization contributed to a better customer experience and a significant increase in ROI by contributing a 35% increase in cross-selling and upselling opportunities. This wealth of information offered deep insights into customer preferences and behavior, and highlighted areas of operational improvement.

Virtual Agent 79

Virtual Agent Contact Center Upselling Interactive Voice Response 79

ShepHyken

DECEMBER 7, 2023

A simple pop-up reminder in the customer portal of an e-commerce platform can prompt a majority of your users to opt for digital invoices over paper ones, drastically reducing paper usage. Talking about scale, let’s consider smart upselling strategies. Patagonia is the epitome of responsibility here.

Call Center 150

Call Center Transportation Upselling Education 150