inSided

OCTOBER 1, 2022

That includes your product release documentation, your LMS system, your support case portal, and your status page—all in one place. For the Cognite hub, that included: New customer welcome pack : what to expect, CS team plan in first 30 days, access to onboarding documents. Integration to support and documentation via federated search.

Upselling 52

Upselling Accountability Sales outsourcing 52

ClientSuccess

OCTOBER 18, 2022

Modern CSMs are now responsible for the full spectrum of customer conversations, including those trickier ones that may center around strategic initiatives such as renewals, upsells, expansion opportunities, or, in some cases, executive concerns. . When going into a strategic meeting, both sides have results in mind they’d like to achieve.

Best practices 72

Best practices Upselling Coaching Accountability 72

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. Likewise, better customer outcomes promote more sales from customer renewals, upsells, and referrals. Provide Superior Support.

B2B 82

B2B SaaS Education Brand ambassadors 82

Real Blue Sky

NOVEMBER 21, 2023

It’s a well-documented fact that retaining an existing customer is significantly more cost-effective than acquiring a new one. Upselling and Cross-Selling Upselling and cross-selling are time-tested strategies that, when done right, can feel like a natural extension of the customer service experience.

Employee engagement 105

Employee engagement outsourcing Upselling Customer retention 105

JustCall

APRIL 4, 2023

Upselling and cross-selling : Unknown to many, inbound call center agents are also responsible for identifying opportunities to upsell and cross-sell products and services to customers, increasing revenue and promoting customer loyalty. This includes key product details, service offerings, pricing, and other relevant information.

Call Center 52

Call Center call center software Upselling Scripts 52

JustCall

OCTOBER 25, 2023

It also presents opportunities to know your customers better and even expand revenue through upselling and cross-selling. For instance, an inquiry made by a price-sensitive prospect would be handled differently than that of someone showing potential for upselling your product/service. to help you address their inquiries better.

Chatbots 52

Chatbots Upselling CRM Self service 52

CSM Magazine

AUGUST 24, 2023

Customization of quotes and relevant documentation require a good part of the time, which can be dedicated to other sales aspects, such as upselling. Additionally, SAP CPQ can be integrated with SAP CLM (Contract Lifecycle Management), so sales documentation can be ready once a client takes an offer. Upsales & discounts.

Sales 52

Sales SaaS Upselling Analytics 52

Babelforce

SEPTEMBER 15, 2021

This could include highlighting help documentation or pointing out upselling or cross-selling opportunities. 12 Easy access to documentation. Make it easy for agents to refresh their memories with a library of training documentation they can search to find answers to issues they struggle with. 13 Provide quality feedback.

Call Center 102

Call Center Scripts Contact Center Airlines 102

CustomerSuccessBox

MARCH 15, 2022

Delivering value to the customers through the product’s abilities and customer experience while also staying intact with the brand image and looking for upsell opportunities every moment. Document the understanding of the product and services to help the customers with their success goals. Salary comparison. What is Account Management?

Accountability 52

Accountability Customer Support Management Upselling 52

JustCall

NOVEMBER 22, 2023

Also, because of the tech stack’s limitations, your agents might miss opportunities to upsell or cross-sell, leading to missed sales. It provides instant messaging , video calls, task management, calendar integration , document sharing, and more, all within a single, user-friendly platform.

Agent burnout 52

Agent burnout Upselling Coaching Contact center software 52

JustCall

MARCH 9, 2023

creating product documentation and associated resources, and so on Over to You There you go—while the difference between customer support and customer service may not seem much at first glance, the two are varying fields with contrasting end goals. What’s the difference between customer service and customer support?

Customer Support 40

Customer Support Customer Service Average Handle Time Metrics 40

TechSee

JANUARY 4, 2022

Simplifies warranty registration and quickly captures customer information for upselling opportunities and long-tail sales. document signing. Guides customers through unboxing and setup of consumer electronic devices. Product registration and warranty activation. Billing and invoice clarification. product or service demos , and.

Self service 109

Self service Enterprise Upselling Big data 109

Totango

AUGUST 18, 2022

It also promotes higher product usage, increases the likelihood of upselling purchases and encourages customers to become enthusiastic brand advocates. Your checklist serves as a reference document that your customer success team and customers can consult. Having documented onboarding procedures allows you to automate your process.

Journey mapping 92

Journey mapping SaaS Upselling Enterprise 92

NobelBiz

MAY 25, 2023

Increased Revenue Opportunities CDPs can increase revenue opportunities for call centers by providing more accurate and detailed customer profiles, which can help businesses identify new sales and upsell opportunities. Additionally, it’s important to look for documentation that is up-to-date and well-maintained.

call center software 98

call center software Call Center APIs Contact Center 98

Solvvy

JUNE 17, 2021

Scribd’s platform offers access to the best ebooks, audiobooks, magazine articles, documents, and more for over a million people around the world. Automation and personalization also serve an important role in retention, sales enablement, and upsell opportunities. Premium Service for Premium Customers.

Personalization 71

Personalization Customer Experience Chatbots Upselling 71

ChurnZero

FEBRUARY 23, 2023

Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. We suggest identifying the top three reasons, documenting these reasons and developing “ repeatable plays to react to them as quickly as possible.” Customer health scores are an effective tool to gauge expansion likelihood.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. We suggest identifying the top three reasons, documenting these reasons and developing “ repeatable plays to react to them as quickly as possible.” Customer health scores are an effective tool to gauge expansion likelihood.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

Cincom

NOVEMBER 30, 2020

Great communications deliver value that can be measured by high levels of customer satisfaction, increasing loyalty and cross-sell/upsell opportunities, as well as higher levels of productivity and speed to market. Policies – For every new policy issued, every endorsement or policy renewed, various documents and forms are generated.

Upselling 59

Upselling Personalization Technology Customer Experience 59

Inbenta

DECEMBER 14, 2021

They can push promotions in a specific timeframe and recommend or upsell insurance plans by making suitable suggestions at exactly the right moment. Support diversification by recommending, cross-selling, or upselling appropriate products. update personal and payment details, and submit documentation. Case study 2: DKV.

Chatbots 52

Chatbots Upselling Average Handle Time Analytics 52

ClientSuccess

OCTOBER 25, 2021

Total percentage of contacts engaging with content, either marketing, educational or upsell related. Some key metrics here include: The successful documentation of partnership objectives. Number of days since the last proactive communication (aka email or phone call). Leading Indicator 2: Successful Onboarding.

Metrics 64

Metrics Upselling SaaS Education 64

Mindtouch

AUGUST 25, 2016

Sales reps handhold prospects through the trials, onboarding teams are neck-deep in implementation, and customer support corrals disjointed documentation sources to solve old problems. Without SMART content, documentation becomes an expensive, time-consuming hurdle to accelerating sales, improving customer retention, and valuable upsells.

Upselling 48

Upselling Customer retention Sales Customer Support 48

ChurnZero

DECEMBER 7, 2023

Renewal / Expansion Hero: TruVideo Driving upsells and awareness with engaging in-app content. Within three months of deploying the play, the team had generated the MRR equivalent of 17 new customers through upsells, with around 10% of the customer base adopting the tool.

Accountability 52

Accountability Upselling Sales Marketing 52

Totango

AUGUST 14, 2020

Collect & document feedback . We have Account Managers that are accountable for the cross-sells, upsells, and renewals with our customers. Our Customer Success Managers, they’re doing their health check-ins, collecting feedback on what’s working and what’s not and this is part of our product improvement process.

Accountability 155

Accountability Feedback Sales Upselling 155

CustomerSuccessBox

NOVEMBER 2, 2021

Creating a perfect Sales to Customer Success handoff document: Probably the best way to ensure that everything goes smoothly is to have documentation about each step, every data point, or information. The following points are essential to be added in a Sales to CS handoff document. Roadblocks to avoid in Sales to CS handoff.

Sales 52

Sales Engineering Upselling Customer retention 52

CustomerSuccessBox

MARCH 10, 2022

Keeping track of the client interactions to document them for future reference in training. They ensure to document each project with its progress. Identifying opportunities for upsells. Developing and managing the protocols of client service processes. Professionally handling the client disputes if any. How to become one?

Management 52

Management Upselling B2B Sales 52

Amity

AUGUST 30, 2018

To ensure there is accountability on the customer’s part, the agreed-upon goals and success criteria should be clearly documented. Phase IV- Upsells and cross-sells (Day 200 - 230). With this upsell, the process starts all over again from Phase II. Phase II- Implementation and onboarding (Day 21 - 45).

Accountability 67

Accountability Management Upselling Customer centricity 67

Global Response

DECEMBER 2, 2022

A workforce of well-trained, long-term, full-time employees can build up intellectual capital from year to year, which gets documented in formal knowledgebase, empowering agents to provide even better service. Considering all these factors, the Total or True Cost of hiring, training, and onboarding a new agent ranges from $15,000 to $20,000.

Call Center 62

Call Center outsourcing Contact Center Upselling 62

CustomerSuccessBox

MAY 9, 2022

The pros (new customer ARR, upsells) and cons (no new customer ARR, no upsells) should be highlighted on this Customer Success dashboard (downgrades and churn). This could take the shape of in-platform pop-ups, asset, and documentation reviews, or, of course, direct consumer survey replies, depending on your company.

Metrics 52

Metrics Upselling Customer advocacy CRM 52

Mindtouch

JANUARY 5, 2017

I’m talking about marketing assets, sales enablement, training and onboarding material, support and technical documentation, etc. The knowledge and support a customer needs to master using your product or service, leading to renewals, upsells, and ultimately brand-loyal promoters. How many have access or know how to use them?

Upselling 59

Upselling Engineering Sales Analytics 59

Mindtouch

OCTOBER 6, 2017

The Product team produces documentation and publishes it as files (PDF and maybe HTML). The Support team can’t find the right information in the static documentation so they recreate parts of it in their support agent knowledge base. What siloed content looks like. Content alignment.

Self service 48

Self service Upselling Analytics Sales 48

Global Response

DECEMBER 21, 2022

For call centers that don’t handle outbound sales, a QA process can also be useful for any inbound sales—whether that’s a customer upsell, upgrade, or renewal; a recommendation for a product the customer inquires about; or another type of sales activity. As you build out your process, create documentation around each step of the process.

Call Center 62

Call Center Outbound sales Feedback Best practices 62

TechSee

DECEMBER 2, 2020

This technology can be applied at every channel and touchpoint of the customer journey, from pre-purchase through contracting and billing, onboarding , and even upsells. Sharing a view of a physical document, agents can point to a particular line to clarify billing or contract issues, validate coupons, or view damaged goods prior to returns.

Average Handle Time 109

Average Handle Time First call resolution Technical Support Technology 109

Totango

JULY 8, 2021

With this system, alerts are automatically generated about any customer who requires attention – be it a customer with deteriorating health or an upsell opportunity that is set to renew soon. Started using new feature: Send best practices and power tips documentation. Schedule an adoption review in 30 days.

Upselling 65

Upselling Accountability Customer retention Metrics 65

CustomerSuccessBox

MARCH 11, 2022

The only thing that matters is the upsell or renewal of a customer—all it’s about is the money. As a result, the very first step to nurturing beneficial QBRs is to have well-documented steps of what is required of each individual participant – both for those leading the QBR and those presenting.

Accountability 52

Accountability Benchmark Upselling SaaS 52

Fonolo

APRIL 6, 2020

It offers you both chat and video to directly connect with clients and it also offers email, document management, social intranet service, calendars and so much more. It allows agents to provide better service and give you tools to upsell as well.

Contact Center 108

Contact Center Average Handle Time Call Center Multichannel 108

TechSee

JULY 17, 2018

Once the customer accepts / agrees, he receives a link that opens his smartphone camera, so he can show the agent the issue or indicate proof of documentation. The bot automatically identifies the machine’s model, and suggests compatible capsules and other upsells. The IVR asks the customer to upload an image of the machine.

Wait times 114

Wait times Interactive Voice Response Self service Call Center 114

Mindtouch

OCTOBER 23, 2017

Renewals and upsells matter more. Companies are increasingly adopting subscription-based business models so customer renewals and upsell metrics beat any cost-saving KPI. Converting a company’s support and product documentation into “smart content” creates a virtuous cycle of optimization.

Self service 65

Self service Upselling SaaS Customer Support 65