Totango

MAY 23, 2019

When your goal is to grow your customer’s business, upselling becomes a means, not an end. Upsells are the result of the growth a customer has enjoyed because of your commitment to delivering lifetime value. It’s also worth noting that up to 70% of revenue in a subscription business comes from existing customer renewals and upsells.

Upselling 74

Upselling Customer centricity Enterprise Metrics 74

ChurnZero

JUNE 15, 2023

Product usage data is one of the best tools customer success managers can use to anticipate customer needs, drive adoption, and increase expansion. With usage data, you can stay one step ahead and get an inside look into your customers’ preferences and potential areas of improvement. What is product usage data?

Accountability 96

Accountability Upselling Analytics Metrics 96

ChurnZero

OCTOBER 16, 2020

Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. There’s also the cross-functional work CSMs excel at such as engaging with Product for feedback and roadmap planning, Support for ticket escalation, and Marketing for customer stories. You need specialists.

Upselling 98

Upselling SaaS Sales Accountability 98

NobelBiz

MAY 25, 2023

Are you looking to optimize your call center’s efficiency and streamline your business’s data management process? If so, it’s crucial to find the right call center software vendor that integrates with a customer data platform (CDP). Managing customer data is nothing new.

call center software 98

call center software Call Center APIs Contact Center 98

ProProfs Blog

APRIL 5, 2019

Data is the new oil. Data is the fuel for the modern marketing machinery; Data has changed how businesses operate. But like every mineral in its raw, unprocessed form, data is just a bunch of numbers, graphs, and information. The result of this surge in the value of data? Survey data helps fill in this gap.

Surveys 122

Surveys Upselling Employee engagement Sales 122

CustomerSuccessBox

DECEMBER 13, 2018

Upselling strategies can improve your upsell rate drastically, leading to the financial growth of the company. However, we need to start with the basics before we can learn about upselling strategies. What does Upsell exactly mean? Why is Upsell important? This is where upsells come into the picture.

Upselling 40

Upselling SaaS Feedback Accountability 40

CustomerSuccessBox

JUNE 3, 2022

The customer success manager’s function is evolving and expanding, and the reason for this transition is- DATA. The best customer success managers (CSMs) or customer success data analysts — or whatever their official title is – are masters of customer data measurement and analysis. Let’s look at the how.

Analytics 52

Analytics Management Best practices Upselling 52

Totango

MAY 5, 2021

It is important that companies collect this valuable voice of customer data , and then use it to best leverage results into effective action. . Generally sent to customers right after onboarding or other key events, this data can be utilized to leverage success by: Helping you perfect your onboarding process. .

Customer Experience 118

Customer Experience Education Customer centricity Metrics 118

Lumoa

APRIL 4, 2023

Gather and Analyze Feedback Wrapping Up What Is a Customer Engagement Strategy? A solid customer engagement strategy produces: Meaningful connections with customers Customer feedback Increased loyalty over time These benefits build upon each other. Loyalty’s main benefit is the opportunity to upsell. Personalization 2.

Upselling 83

Upselling Feedback Personalization Chatbots 83

Totango

NOVEMBER 23, 2021

This is because CRM tools are designed to manage customer relationship data, not customer success outcomes. They can store customer contact data, identify sales opportunities, schedule sales appointments, record notes from sales meetings and manage sales teams. You’re Not Collecting Enough Data to Manage Customer Interactions.

Upselling 91

Upselling CRM Revenue potential Feedback 91

SmartKarrot

NOVEMBER 24, 2023

In the dynamic realm of B2B, where every move counts, mastering the art of upselling is no longer a mere choice but a strategic imperative. In this discourse, we’ll unravel seven B2B upsell strategies that, in my experience, work wonders for boosting Net Revenue Retention (NRR) and fortifying customer relationships.

Upselling 10

Upselling B2B Education Analytics 10

Totango

OCTOBER 15, 2020

A customer data platform (CDP) is software that collects and synthesizes data from various touchpoints into a holistic view of each customer. For example, accessing data such as product engagement or satisfaction scores can inform your CS team, enabling them to refine their processes as necessary.

Enterprise 63

Enterprise Surveys industry standards Feedback 63

CSM Magazine

DECEMBER 13, 2023

There are several ways you can bridge this gap: Conduct surveys, gather feedback, or analyze their reviews. Create a system that collects feedback regularly. Lack of Real-Time Data Insight Addressing the need for real-time data insight is essential for timely and effective customer support.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

TechSee

MARCH 21, 2024

In the data we collected, up to 40% of fiber self-installations fail, resulting in high volumes of contact center calls, and often require expensive and time-consuming technician dispatches. Accelerated activation improves cash flow and creates opportunities to upsell additional services.

Self service 124

Self service APIs Upselling Contact Center 124

TechSee

SEPTEMBER 21, 2023

Meet Sophie AI Sophie’s MultiSensory AI fuses data, text (LLMs), audio, speech and visual AI. Closing the AI Data Gaps Generative AI requires massive amounts of data and deep AI expertise. The platform learns from user feedback, continuously improving with scale.

Engineering 109

Engineering Enterprise Chatbots Self service 109

Totango

OCTOBER 20, 2020

It is important that companies collect this valuable voice of customer data , and then use it to best leverage results into effective action. . Generally sent to customers right after onboarding or other key events, this data can be utilized to leverage success by: Helping you perfect your onboarding process. .

Customer Experience 84

Customer Experience Education Customer centricity Metrics 84

Totango

DECEMBER 20, 2023

I felt fully supported by the Totango implementation, data, and support teams. All the while galvanizing internal collaboration across accounts and facilitating upsell/cross-sell opportunity and execution to grow our book of business. The onboarding experience was in-depth and thorough. Not a Totango customer just yet?

Enterprise 108

Enterprise Customer centricity Benchmark Upselling 108

Totango

APRIL 5, 2022

NPS software is the technology that facilitates the collection and practical application of Net Promoter Score data. For example, Totango’s SuccessPlay feature allows you to create automated workflows to follow up on NPS surveys, such as sending an upsell offer or referral invitation to customers who respond with a 9 or 10.

Upselling 101

Upselling Surveys Analytics Customer retention 101

ChurnZero

DECEMBER 17, 2021

In the SaaS industry, Customer Success upsell and cross-sell opportunities are commonly incorporated into expansion management. Don’t nudge customers toward a cross-sell or upsell when they’ve only just finished their onboarding process. It can also be helpful to keep an eye on the data. Always Listen to Feedback.

Management 98

Management Upselling SaaS Education 98

Totango

AUGUST 11, 2021

AI increases the efficiency of automation by allowing you to monitor customer data and trigger workflows when specific criteria are met. For example, your digital data may indicate that a particular support issue is encountered frequently by customers in the onboarding stage. Use Customer Feedback to Refine Products and Services.

Best practices 117

Best practices Customer Experience Upselling Interactive Voice Response 117

Totango

AUGUST 16, 2022

Other types of apps that may support customer retention include software for dunning management, collecting user feedback, tracking customer loyalty and analyzing client behavior. Identifying customers in the market for upsell offers and referral invitations. Customer Feedback: Qualroo. Reminding customers of renewal deadlines.

Customer retention 98

Customer retention Upselling CRM SaaS 98

CSM Magazine

AUGUST 31, 2023

Use automation tools: Automation tools can help reduce the time agents spend on repetitive tasks, such as data entry and call logging. Monitor and analyze call data: Call data analysis can help identify areas where the call center can improve, such as call volume, call duration, and customer satisfaction.

Call Center 52

Call Center Customer Experience Upselling Scripts 52

TeleDirect

APRIL 7, 2021

Here are five proven ways to boost customer lifetime value: Offer high-value upsells. From premium subscriptions to additional services – using our lawncare service example, perhaps snow removal “upsell” in the winter – there are always opportunities to keep your clients satisfied. Gather feedback – and use it wisely.

Upselling 99

Upselling Business Process Outsourcing Call Center call center solutions 99

Global Response

JULY 3, 2023

How do you get this data, though? For one, you can ask your customers directly—through surveys, individual feedback, and so on. But you can also use information they’re already giving you—through customer data, behaviors, purchase history, account preferences and more. Get feedback and follow up.

Call Center 62

Call Center outsourcing Customer centricity Upselling 62

ChurnZero

FEBRUARY 29, 2024

You’ll also unlock a goldmine of insights and signals that can predict customer behavior, identify potential churn, and uncover upsell opportunities. As far as metrics are concerned, there are algorithms you can program to take your business data. 3: How can you get an established support team to value their customer success team more?

Brand ambassadors 52

Brand ambassadors Upselling Metrics Engineering 52

Global Response

FEBRUARY 26, 2024

Advanced data analytics and CRM systems enable businesses to collect customer data and personalize communication. Encryption, secure payment gateways, and data protection technologies have improved security and safeguarded customer information. Implement a robust CRM system to collect, organize, and analyze customer data.

Call Center 62

Call Center Customer Service outsourcing CRM 62

customer sure

MARCH 18, 2024

A VoC programme which not only prioritises insights for service improvement, but – critically — enables real-time service recovery will: Enhance customer satisfaction , leading to greater spend, cross-sell, and upsell. How should you time feedback collection ? How do you pick questions ?

Feedback 62

Feedback CRM Upselling Metrics 62

Comm100

MARCH 6, 2024

It also provides an opportunity for upselling and cross-selling products or services. Feedback Live chat support provides valuable data that businesses can analyze to improve their products, services, and customer service strategies. This data can reveal common customer issues, preferences, and trends.

Abandon rate 90

Abandon rate Chatbots Upselling Sales 90

JustCall

OCTOBER 19, 2023

They provide a great opportunity to cross-sell and upsell as well. 60% of marketers believe that their organizations lack the data to understand sales prospects and customers. Performance Analysis Challenges It is a laborious task to collect data for analysis from multiple sources.

Call Center 52

Call Center Upselling CRM Best practices 52

Nicereply

JULY 28, 2022

Promote exchanging of customer data. Take feedback from customer service teams. The feedback that the customer service team received surprised the founders. Identify opportunities to cross-sell and upsell. The customer service teams often get data that can be extremely useful to the sales teams.

Sales 59

Sales Customer Service Upselling Average Handle Time 59

Totango

DECEMBER 29, 2021

This promotes customer satisfaction, benefiting your clients and bringing your business higher retention rates and upsell revenue. This means that successful brands need to align their product experience with what data indicates about customer needs. Use your data to plan new features. One key source of data is support tickets.

Customer centricity 97

Customer centricity SaaS Upselling Metrics 97

Totango

SEPTEMBER 20, 2022

Offering customized upsells geared toward customer needs and product usage patterns. Higher retention creates more opportunities for upsells and referrals, increasing revenue. However, the two endeavors overlap because sales data helps Customer Success teams steer customers toward better success outcomes.

B2B 82

B2B SaaS Education Brand ambassadors 82

TeamSupport

MARCH 7, 2024

Here are some best practices for fostering effective team collaboration: Open Communication: Encourage team members to share ideas, ask questions, and provide feedback. You can combine macro-level KPIs with drill down functions, giving you the data analytics you need to make informed decisions.

Best practices 52

Best practices Upselling Analytics Customer Support 52

TeamSupport

MARCH 7, 2024

Here are some best practices for fostering effective team collaboration: Open Communication: Encourage team members to share ideas, ask questions, and provide feedback. You can combine macro-level KPIs with drill down functions, giving you the data analytics you need to make informed decisions.

Best practices 52

Best practices Upselling Analytics Customer Support 52

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. upselling to the most loyal customers) Process changes (e.g.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Nicereply

NOVEMBER 21, 2022

By constantly checking your customers’ health scores , you will be able to spot upsell and cross-sell opportunities and offer your clients the best solutions for their businesses. Nicereply is a tool that will help you gather feedback from your customers. To create those customer experiences, you need data.

Customer retention 98

Customer retention SaaS Upselling Analytics 98

Global Response

MARCH 13, 2024

This requires robust tools to gather and analyze customer feedback and data. Market research and customer insights : CX outsourcing companies can also gather customer feedback, assess satisfaction levels, and provide insight into customer preferences and behaviors.

outsourcing 62

outsourcing Best practices Feedback Customer retention 62