ClientSuccess

DECEMBER 21, 2021

Customer lifetime value: measuring the total lifetime contract value of a customer, including upsells, renewals, and expansions, is what keeps the value of your business trending upward over time. Customer engagement: if your customers are quietly trucking along with no input, feedback, or questions, this could be a sign of low engagement.

Metrics 100

Metrics Upselling B2B SaaS 100

JustCall

APRIL 4, 2023

You can create a rich repository of blog posts, ebooks, webinars, and other forms of educational material. Upselling and Cross-selling Both these techniques are extremely effective in increasing sales revenue. Upselling involves offering the customer a higher-priced or upgraded version of the product they are interested in.

Call Center 52

Call Center Sales Inbound sales Upselling 52

ChurnZero

JANUARY 10, 2022

If you’ve gotten customer feedback , for example, and you want to look over it to identify pain points, recruit a cross-functional team to help you review the data. In addition to this sort of outreach, you should also make sure to collect feedback from your customers to better understand a number of things.

Best practices 98

Best practices SaaS Metrics Sales 98

Enghouse Interactive

OCTOBER 27, 2021

Organizations are increasingly revisiting their operational investments with a focus on improving the customer experience (CX), hoping to minimize churn, grow revenue, and better position upsell and cross-sell initiatives while resolving specific customer issues, and meeting emerging needs. Download our Artificial Intelligence eBook Listen.

Upselling 83

Upselling Contact Center Analytics Surveys 83

Nicereply

APRIL 30, 2020

Cross-sell & Upsell, but first, answer the query. One of the good upselling models could be to offer the try something for free (limited time). Here comes a good upselling option. When can you upsell/cross-sell? Listen and respond to negative feedback. But the story doesn’t end there. Be proactive.

Sales 69

Sales Customer Service Upselling CRM 69

ClientSuccess

JUNE 17, 2019

Whether that revenue comes from an upsell, cross-sell, expansion, or something else, it’s still new revenue attributed to the customer. While some organizations have CSMs handle the entire upsell process, others bring in sales team members to help facilitate negotiating and contracts. Review strategies with customers for feedback.

Accountability 42

Accountability Upselling SaaS Feedback 42

Playvox

SEPTEMBER 30, 2022

Your team also builds revenue through cross-selling and upselling. You’re probably using tags to track customer feedback, but without the right reporting, you might find yourself struggling to gather customer insights from the wealth of unstructured data and present them in a way that shows their effect on the business.

Customer Support 67

Customer Support Contact Center Upselling Customer centricity 67

ClientSuccess

NOVEMBER 26, 2018

While many customer success managers (CSMs) are well-versed in the day-to-day activation and implementation conversations with customers, introducing them to additional services, turning them into advocates, and having upsell conversations, their customer marketing strategies and results can often fall short.

Marketing 56

Marketing Upselling SaaS Customer retention 56

JustCall

MARCH 9, 2023

This also includes creating an in-depth knowledge hub full of how-to tutorials, guides, and ebooks with best practices and company policies clearly outlined. For example, agents should be able to cross-sell or upsell to existing loyal customers with tailor-made suggestions.

Customer Service 40

Customer Service Customer retention Upselling Advertising 40

Netomi

APRIL 19, 2022

Learn more about the importance of CX in gaming in Netomi’s ebook : Pleasing A Tough Crowd: Online Games and the New Imperative for Customer Experience! . How can companies deliver more effortless and timely support, across channels? Reimagining the Gaming Experience: An Gamer-Centric Approach to CX in Gaming.

Customer Experience 64

Customer Experience Chatbots Self service Construction 64

ClientSuccess

MARCH 8, 2018

These conversations should include data driven feedback that helps product determine impact and priority of the feedback. Often times these meetings can lead to upsell opportunities or new customer advocates, just as they frequently lead to product updates or new feature discussions. Take Customer Feedback Seriously.

Best practices 40

Best practices Feedback Upselling SaaS 40

ClientSuccess

NOVEMBER 21, 2017

We’ve all been there: A customer relationship is going well and there are no obvious problems or red flags in sight, yet when it comes time for a ‘serious talk,’ such as a renewal conversation or upsell demo, there is suddenly radio silence on the customer’s end. Multiple Ways a CSM Can Bring a Customer Back. Do your research.

Upselling 50

Upselling Metrics SaaS Best practices 50

ClientSuccess

SEPTEMBER 15, 2018

The marketing team and Customer Success Managers (CSMs) can work in tandem to determine what solutions are providing the most value to current customers and how to translate this success into upsells, cross-sells and revenue generation opportunities. eBooks: Ultimate Guide to SaaS Customer Success Metrics. Aligned Messaging.

Marketing 40

Marketing Upselling Sales SaaS 40

ClientSuccess

SEPTEMBER 26, 2019

Instead of going head-first into an upsell conversation or trying to ‘sell’ additional services to customers before you even know if they need them or not, try easing into the conversation. . eBook: The Ultimate Guide to SaaS Customer Success Metrics. Toolkit: Churn Management Toolkit. .

Customer retention 49

Customer retention Metrics SaaS Upselling 49

ChurnZero

DECEMBER 20, 2019

By focusing efforts on retaining active users by iterating their existing services based on rich customer data, companies will have more opportunities to engage, upsell , and ultimately scale. . . Is it retention, expansion, advocacy, product feedback, or service delivery? Get your own free copy of this eBook.

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

Comm100

DECEMBER 8, 2020

As webinars are used for upselling, leads conversion , high ticket sales, or just increased customer education – the use of the chabot significantly simplifies the process of converting a cold visitor to a webinar participant. You can use chatbots to get feedback from customers through surveys. Free eBook.

Chatbots 53

Chatbots Scripts Sales Personalization 53

ClientSuccess

APRIL 13, 2017

Anything that is proactive, such as product training, upsells, and renewals, should be handled by the customer success team. Is information updated frequently based on customer feedback and product updates? The most important part is having alignment around who owns what. That is the first step to success.

Customer Support 41

Customer Support SaaS Upselling B2B 41

ClientSuccess

APRIL 20, 2017

The CSM should be in contact with their customer accounts—whether through automated communication or a manual one-to-one approach—at least once a week to keep the relationship and feedback channels strong. In contrast, a CSM aligned to Engineering can help with escalations, mitigate risk, and help identify potential customer issues.

SaaS 40

SaaS B2B Engineering Best practices 40

SmartKarrot

MARCH 15, 2022

If someone becomes a customer if they read a blog, watch a video, or download an ebook- it is marketing-led growth. This content also leads to excellent customer feedback that will improve the online reputation of the company. Customer-led growth is a growth strategy that keeps customer feedback as the core to qualify customer value.

Sales 10

Sales Marketing SaaS Customer retention 10

ClientSuccess

MARCH 8, 2021

From upsell inquiries from sales to feature testing requests from product to the all-consuming customer requests, it is a lot to deal with. It makes sense, then, that marketing would be so keen to gather customer stories and feedback about the value they’re experiencing with your product. Customer marketing is key.

Customer advocacy 92

Customer advocacy Upselling Marketing Sales 92

ClientSuccess

OCTOBER 25, 2021

Total percentage of contacts engaging with content, either marketing, educational or upsell related. Some metrics to help measure customer sentiment include: CSP sentiment, including direct feedback about the partnership from the CSP. Survey feedback, including from post-sales and post-onboarding surveys. Ready to learn more? .

Metrics 64

Metrics Upselling SaaS Education 64

Babelforce

JANUARY 7, 2021

4 strategies to increase your CLV Your (free) eBook on contact center automation. Boost upselling and cross-selling. Good upselling and cross-selling is: Tailored to the customer Timely Focused (i.e. The key mistake businesses make when upselling or cross selling is offering too much. 9 SiteGround makes feedback easy.

Upselling 52

Upselling Airlines Contact Center Customer retention 52

ClientSuccess

MAY 25, 2021

Once accounts are handed off to customer success, executives can be pulled in to meet with points of contact, spearhead potential renewal or upsell conversations, and more. As a proven leader in their space, most CEOs are also looked to for feedback, coaching, and action items for CSMs and board members. . Other Departments .

Upselling 52

Upselling Accountability SaaS Coaching 52

ChurnZero

SEPTEMBER 16, 2021

Implement a Customer Feedback Loop. A way to stay consistent about this is by creating a customer feedback loop — a system of communication by which you can ask your customers for their feedback, collect and analyze it, and make clear to your customers that you’re taking their thoughts into consideration.

Customer retention 52

Customer retention SaaS Education Feedback 52

Pointillist

JULY 25, 2018

What are the quantitative business goals that will influence the journey analytics project e.g., churn, retention, acquisition, cross-sell, upsell, purchase, rate of renewal etc.? Those Users that the Stakeholders trust for unvarnished feedback should have enough hands-on experience to be able to provide meaningful feedback.

Analytics 93

Analytics Government APIs Metrics 93

ClientSuccess

MAY 30, 2018

Mark posed the question: “How do you cycle customer feedback and input it back into the organization?” Does Customer Success own the upsell transaction? That’s why Customer Success and Sales need to work hand in hand to take out roadblocks that could prohibit expansion/upsell sales.

SaaS 40

SaaS B2B Upselling Sales 40

REVE Chat Blog

NOVEMBER 21, 2019

Enhanced ability to upsell with relevant deals and offers – The sales agents can offer information about the current sale going on, or a discount coupon available for the product they are interested to purchase. It will open the door for upselling. And an ebook can be one of the best free giveaways.

Best practices 77

Best practices B2B Sales Chatbots 77

ChurnZero

OCTOBER 26, 2018

Versus if you notice okay, these three Customer Success reps are easily renewing these deals and upselling them versus this fourth one isn’t. Abby: Since we want to make sure that we don’t have CS people trying to do CS and Sales that’s why it’s really important to invest in those feedback loops we talked about.

Sales 56

Sales Upselling Accountability Best practices 56

ClientSuccess

MAY 8, 2017

NPS scores are determined by customer-facing surveys, so they can be serve as a way for organizations to receive feedback and measure customer health straight from the source. Upsells are what most customer success professionals strive for daily. Satisfaction (CSAT). Learn more and register here.

Upselling 42

Upselling SaaS Metrics Accountability 42

ThriveableBiz

FEBRUARY 27, 2022

You're sending a survey to your customers because you need feedback. Of course, you want it to be the best feedback you can get, or it's a waste of time. It feels like someone in management has said, “we need some feedback, now”. It's easy to throw together surveys, but what damage is that doing your business? Prefer to read?

Surveys 52

Surveys Feedback Sales Marketing 52

Pointillist

JULY 25, 2018

What are the quantitative business goals that will influence the journey analytics project e.g., churn, retention, acquisition, cross-sell, upsell, purchase, rate of renewal etc.? Those Users that the Stakeholders trust for unvarnished feedback should have enough hands-on experience to be able to provide meaningful feedback.

Analytics 43

Analytics Metrics Government Journey mapping 43

SmartKarrot

MAY 13, 2021

This is also helpful in getting their feedback which will help with user experience. Increases Upsells. Expansion revenue methods such as upsells and cross sells will help companies grow on freemium models. Live webinars, presentations, and ebooks reduce customer challenges. Like what you are reading? contact-form-7].

SaaS 10

SaaS Upselling Metrics Feedback 10

Comm100

OCTOBER 11, 2017

The activities in this eBook can be great training materials to improve customer service or morale in your team. Social media can work just as well as call centers to upsell products or capture service-to-sales opportunities, and in this respect, it offers additional opportunities that aren’t possible via traditional phone calls.

Customer Service 46

Customer Service Customer Care Morale Marketing 46