Totango

MARCH 21, 2019

Success in these areas leads to a more successful renewal and upsell phase. Increase upsell opportunities. The insight gained from analyzing logged interactions, survey responses, usage data, and other information should tell you exactly where a customer lies on their journey, which should then inform your nurturing efforts.

Enterprise 85

Enterprise Upselling Education Accountability 85

Totango

APRIL 9, 2019

Retaining customers is far less expensive than the cost of acquiring new ones and can bring growth in the form of upsells from current customers. You can also do an audit of churned customers by offering exit surveys and looking for other similarities between those who have churned in order to better retain future customers.

Customer retention 72

Customer retention Upselling Enterprise Metrics 72

Totango

JULY 16, 2019

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. Voice of Customer: Survey responses and satisfaction scores. Request a demo or explore Spark to learn how to build better customer relationships today.

Upselling 68

Upselling Enterprise Metrics SaaS 68

Totango

APRIL 5, 2019

This could mean giving more attention to accounts that are in danger of churning or it could mean finding opportunities for upsells based on high usage rates. Gross upsell. Alternatively, you could monitor the rate and duration of customer escalations , track survey responses over time, or assess usage across account-type segmentation.

Metrics 72

Metrics Upselling Accountability Enterprise 72

Totango

JUNE 25, 2019

Voice of Customer: Survey responses and satisfaction scores. The bulk of customer revenue is now gathered through repeated renewals and upsells rather than at the point of sale. Unlike renewals, upsell opportunities are not tied to a specific timeframe. Request a demo or explore Spark to better understand your customers.

Upselling 68

Upselling Enterprise Metrics Customer centricity 68

Monet Software

OCTOBER 4, 2018

Because surveys show that just one out of five contact centers have already done so. You’ll hear how agents are better able to recognize upsell and cross-sell opportunities, so sales go up. You can find more information here , or schedule a live demo to see Monet Analytics in action. Then maybe it’s not worth it!”

Analytics 54

Analytics Government Upselling Contact Center 54

Totango

APRIL 11, 2019

It is a powerful tool for capitalizing on potential upsell opportunities and preventing customer churn. Combining such metrics across an account performance leaves you with the following display: Doing Well: The customer rates well against health indicators and you should consider value-add engagements such as upselling.

Metrics 86

Metrics Upselling Accountability Enterprise 86

Totango

APRIL 18, 2019

Feedback surveys are invaluable for collecting this type of information. Customer data takes forms such as satisfaction scores, help desk tickets, survey responses, contracts, demographic data and records of every customer interaction. Study the customer experience and learn what customers want from your product and brand.

Upselling 74

Upselling Customer centricity Surveys Education 74

JustCall

MAY 4, 2023

Demos offered How many demos did each sales rep offer? Use surveys or questionnaires to gather information from customers and sales reps about their experiences. To measure CSAT scores, utilize tools such as post-call surveys (e.g., Did you know JustCall has a post-call survey feature?

Sales 52

Sales Metrics Analytics CRM 52

JustCall

MAY 4, 2023

Demos offered How many demos did each sales rep offer? Use surveys or questionnaires to gather information from customers and sales reps about their experiences. To measure CSAT scores, utilize tools such as post-call surveys (e.g., Did you know JustCall has a post-call survey feature?

Sales 52

Sales Metrics Analytics CRM 52

Upstream Works

SEPTEMBER 24, 2019

Other relevant data can come from traditional sources like product transactions, financial records, and customer satisfaction surveys. Increase Agent Success : greater efficiency, upsell opportunities, bigger spend. Contact us for a demo or to learn more about how we help organizations like yours achieve your CX goals.

Upselling 60

Upselling Contact Center Customer effort Surveys 60

Totango

MAY 14, 2019

Or you can send out a survey. By drilling down into your customer satisfaction surveys, you can gain detailed information. Take the number of respondents who described themselves as “highly satisfied” and divide it by the total number of survey respondents. If they were unhappy, they would not buy the product a second time.

Metrics 93

Metrics Surveys Upselling Advertising 93

Monet Software

SEPTEMBER 30, 2018

Because surveys show that just one out of five contact centers have already done so. You’ll hear how agents are better able to recognize upsell and cross-sell opportunities, so sales go up. You can find more information here , or schedule a live demo to see Monet Analytics in action. Then maybe it’s not worth it!” you might say.

Analytics 48

Analytics Government Upselling Contact Center 48

Balto

AUGUST 30, 2022

In May 2022, we surveyed 360 contact center executives to get their perspective on current operations and how they might adapt in recessionary times. Training teams in cross-selling and upselling strategies can make a big impact. Contact Balto for a free demo and see how you can streamline your operations and grow your revenue.

Contact Center 52

Contact Center contact center solutions Coaching Contact center software 52

JustCall

NOVEMBER 24, 2022

According to a Gallup survey in June 2020 , less than one-third of sales reps felt busy at work, and 14% were actively absent. According to a survey by the Sales Management Association, 90 % of all companies using a s ales process were top performers. It is a good idea to plan the demo. Some Facts – Let the Numbers Speak.

Sales 52

Sales B2B Surveys CRM 52

Totango

JULY 16, 2019

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. Voice of Customer: Survey responses and satisfaction scores. Request a demo or explore Spark to learn how to build better customer relationships today.

Upselling 48

Upselling Enterprise Metrics SaaS 48

Totango

AUGUST 27, 2019

On the other end of the spectrum, you can offer lower-tier customers upsells to grow their CLV. Just be sure you are only offering upsells if the solution would really provide increased value to the customer; don’t push upsells just for the sake of having an upsell. . Listen to Customers.

Upselling 61

Upselling Education Best practices Customer centricity 61

Quiq

NOVEMBER 9, 2021

Streamlined selling: Chatbots can promote and upsell products based on consumer queries. Obtain Post-Survey Responses. To ensure they get plenty of accurate responses, retailers can set up a conversational commerce platform to reach out to consumers and visitors for surveys. Cross-Sell and Upsell.

Chatbots 52

Chatbots Upselling Abandon rate Surveys 52

Totango

JUNE 25, 2019

Voice of Customer: Survey responses and satisfaction scores. The bulk of customer revenue is now gathered through repeated renewals and upsells rather than at the point of sale. Unlike renewals, upsell opportunities are not tied to a specific timeframe. Request a demo or explore Spark to better understand your customers.

Upselling 49

Upselling Enterprise Metrics Customer centricity 49

Customer Service Life

APRIL 27, 2018

While it’s fun fun to see what’s new, it can be a challenge to find the time in our busy schedules to attend a lot of demos. Chattermill is a system that allows you to pull customer feedback from NPS (Net Promoter Score), CSAT (Customer Satisfaction), and CES (Customer Effort Score) surveys into one place. Chattermill.

Contact Center 68

Contact Center Upselling CRM Feedback 68

Totango

MARCH 26, 2021

Steer traffic towards free trial offers, demo pages, and other opportunities for prospects to experience your product without risk. Extend customers cross-sell and upsell offers. Use in-app messages, email and phone surveys to extend cross-sell and upsell offers. Resources: What Makes a Free Trial Work (Or Not) .

SaaS 66

SaaS Best practices Upselling Education 66

Totango

JANUARY 4, 2019

Now more than ever, winbacks, upsells, renewals, referrals, and feedback cannot be passive items on a checklist. Automated communications, sending surveys, hosting webinars, and communicating through your website are all valuable avenues into your customers’ thoughts—and frustrations. 3 Let Your Customers Speak for You.

Customer centricity 79

Customer centricity SaaS Marketing Enterprise 79

Quiq

NOVEMBER 24, 2021

63% of surveyed US consumers have a more favorable view of brands that offer proactive customer service notifications, according to a 2019 Microsoft survey. Your support team now can spend more time solving complex customer issues and even engaging in pre-purchase support and upsells. See how Quiq works with a live demo.

Chatbots 52

Chatbots Surveys Upselling Banking 52

Totango

JANUARY 8, 2019

If your net revenue churn is positive, however, it cancels out any growth gained from upsells. One easy tool is the satisfaction survey. If a survey is short, customers will spend more time considering and answering each question, which improves the quality of your data. Two Strategies to Get Below the Average Churn Rate.

Enterprise 54

Enterprise Upselling Surveys B2B 54

Eptica

AUGUST 21, 2019

Mirroring this, 83% of contact centers surveyed by Contact Babel said that they expected chat usage to increase over the next 12 months – the highest growth for any channel. It also allows companies to potentially upsell other relevant products and services during the chat conversation. Focusing on these five areas is key: 1.

Advertising 66

Advertising Best practices Upselling Analytics 66

Totango

JANUARY 24, 2019

You need to adopt a company-wide strategy and prioritize your customer approach based on actual customer data in order to reduce churn and capitalize on upsell opportunities. These points include: Direct feedback via survey and satisfaction scores. Defining Your Customer. There’s a wealth of data at your disposal. Product usage rates.

Upselling 54

Upselling Best practices Accountability SaaS 54

Totango

JUNE 20, 2019

Initiate simple questionnaires and comment surveys, including Net Promoter Score data. This should be a time of growth and ROI, even as the years progress and the customer journey winds on through upsells and renewals. Request a demo to explore Spark and start boosting adoption rates.

Metrics 84

Metrics Upselling Feedback Accountability 84

Amity

FEBRUARY 24, 2016

For a limited time, we are offering an exclusive Customer Success Hero shirt to anyone who attends a public demo. • The Link Between Customer Success, Retention, and Upsells. Satisfied customers will have a positive impact on your bottom line because creating brand advocates leads to renewals and upsell opportunities.

Upselling 48

Upselling SaaS Best practices Customer retention 48

Totango

JANUARY 17, 2019

Salespeople can become so focused on upselling that they sell the customer a solution that’s too big, has too many features, or costs more than the customer wanted to spend. Instead, it should include actions that put the customer in the driver’s seat, for instance by soliciting feedback via a survey. Image courtesy: VadimGuzhva.

SaaS 74

SaaS Enterprise Customer retention Upselling 74

ClientSuccess

SEPTEMBER 27, 2018

This will ensure that if (or when) there are issues, upsell conversations, or any signs of confusion down the road that you can bring in other voices into the conversation. Gone are the days of phone calls, mailed paper NPS surveys, customer spreadsheets, and post-it notes.

SaaS 74

SaaS Finance Metrics Upselling 74

CustomerSuccessBox

DECEMBER 24, 2021

Improving user adoption can help you fight churn, bring in good customer loyalty at the end of the customer journey and easier upsell opportunities. You can also look to conduct surveys with current customers to understand where you lack and where you excel. Let us dive into more detail about User adoption. What is User Adoption?

SaaS 52

SaaS B2B Upselling Metrics 52

ClientSuccess

OCTOBER 22, 2019

At its core, customer advocacy is when customer service teams work with customers to determine what is best for the customer and their long-term goals instead of making strategic decisions from an upsell or corporate growth standpoint. Start succeeding with customer advocacy today. Webinar: The Customer Success Advocacy Ladder.

Customer advocacy 40

Customer advocacy SaaS Upselling Accountability 40

CustomerSuccessBox

MARCH 21, 2022

How does it help the customer success team to upsell? Gathers the necessary data from the surveys to discover the ultimate truth of the pros and cons of the system to make room for improvisation. Regardless of what surveys you conduct, it’s left to you, how you fetch data and respond back to your customers. A person who listens!

Chief Customer Officer 52

Chief Customer Officer Customer centricity Metrics Accountability 52

Totango

JANUARY 31, 2019

It lets you monitor customer uptake percentage against the capacity and gather evidence for customer interaction or upselling opportunities. You can never know enough about your customer, and every interaction—from transactional data and the usage metrics outlined above to helpdesk tickets and survey responses—is a potential insight.

SaaS 79

SaaS Metrics Accountability Education 79

JivoChat

APRIL 8, 2021

This continual learning paves the way for greater customer convenience and satisfaction and offers companies more upsell opportunities and higher conversion rates. Customer surveys. Survey tools are an essential customer engagement tool to help you understand the needs and desires of your target audience. Source: SurveyMonkey.

Sales 52

Sales Chatbots Brand ambassadors Surveys 52

Talkdesk

FEBRUARY 13, 2018

In Deloitte’s 2017 Global Contact Center Survey , contact center executives said one of the big changes that will transform the customer experience in the next few years is the aim of making interactions “effortless.”. 1: Product demos. 5: An upsell opportunity or retention call. 6: Trial expiring demo call.

Complaint resolution 40

Complaint resolution Contact Center Upselling Chatbots 40

Totango

FEBRUARY 10, 2021

This type of segmentation can also be useful for promoting an upsell product to customers on your list who meet specific qualifying criteria. One is to survey customers occasionally about how likely they are to promote you to a friend or colleague. Segmentation is a powerful tool for promoting customer success outcomes.

Customer retention 84

Customer retention Journey mapping Benchmark SaaS 84