Nicereply

APRIL 22, 2021

Asking for satisfaction feedback once the deal is won or lost can help shed a light on whether this was something that could’ve been addressed better or not. It’s simple to understand, easy to implement, and provides actionable feedback to improve operations. Why measure CSAT in sales? And for a good reason, too.

Sales 52

Sales Surveys Upselling Feedback 52

Education Services Group

MAY 25, 2018

If it were possible to just make one sale, stop there and have a “forever customer,” everyone would be a Customer Success (CS) pro. Unlocking a proverbial holy grail of enhanced product adoption, increased renewals, thriving upsells and product advocacy requires collaboration with other business units, especially Education Services (ES).

Education 45

Education Journey mapping outsourcing Upselling 45

Fonolo

MARCH 28, 2023

The specifics of the role will vary from one contact center to another, but generally, a customer experience manager is responsible for overseeing the entire customer journey, from initial contact to post-sale support. You’ll also need data analysis, project management, and customer feedback analysis skills. CX matters!

Customer Experience 81

Customer Experience Management Contact Center Call Center 81

Global Response

FEBRUARY 28, 2024

Save money and increase sales with a brand-obsessed, people-first team that delivers a high-touch, superior customer experience, every time. Increased sales opportunities Call center agents are trained to capitalize on upselling and cross-selling opportunities. This leads to increased sales and revenue for the business.

Call Center 62

Call Center Customer Experience outsourcing Brand ambassadors 62

Callminer

JUNE 3, 2019

That’s because even before these employees decide to pull the plug, their lack of engagement leads to reduced sales, subpar customer service, and more. Let’s run through some of the triggers that send employees running in the other direction and how managers can help stop the cycle: Poor feedback is stunting agent growth.

Best practices 140

Best practices Average Handle Time Analytics Coaching 140

JustCall

AUGUST 7, 2023

But did you know that you could also use conversational AI for sales? In fact, the strategic use of AI in sales and marketing can automate the entire value chain and make businesses even more profitable. What is Conversational Sales? Conversational AI can embody these characteristics to engage customers more meaningfully.

Chatbots 52

Chatbots Sales Surveys Upselling 52

ChurnZero

MAY 3, 2022

SuccessHACKER is a CS advisory firm with a mission to inspire, educate and empower the people who power the CS economy. Start with: CSM Mastermind: Sharing Customer Feedback Effectively. But wait: there’s more (online education). 1: SuccessHACKER. CSM Mastermind: Handling High-Risk Customers and Preventing Churn.

Journey mapping 98

Journey mapping Customer centricity SaaS Education 98

ChurnZero

DECEMBER 7, 2023

Adoption Hero: Demandbase Driving adoption with targeted, data-driven engagement Demandbase , a leader in account-based marketing software, is typically purchased by marketing teams to inform and accelerate opportunities, with most of its users coming from sales roles.

Accountability 52

Accountability Upselling Sales Marketing 52

ChurnZero

FEBRUARY 23, 2023

Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. In other words, it’s far easier to convince someone who already knows, likes and trusts you to buy more—than it is to reach, educate and convert new customers—in a time when most budgets are under scrutiny.

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. In other words, it’s far easier to convince someone who already knows, likes and trusts you to buy more—than it is to reach, educate and convert new customers—in a time when most budgets are under scrutiny.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

JustCall

APRIL 3, 2023

Renewals and upsells : Another important area of responsibility for the customer success team is driving customer renewals and identifying opportunities for upsells. Customer feedback and advocacy : Customer success teams also focus on gathering feedback from customers and using it to improve the product or service.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

ChurnZero

APRIL 27, 2022

As a vendor, value realization affects customer loyalty and retention, customer satisfaction, referrals and recommendations, and opportunities to upsell. Value definition should happen at the point of sale, so the salesperson can set the right expectations. Customer onboarding and ongoing customer education are keys to success.

Chief Customer Officer 52

Chief Customer Officer Upselling Education Metrics 52

TeamSupport

MAY 11, 2021

That’s how TeamSupport CEO Pete Khanna and ProfitSword VP of Sales and Marketing Paul Bennie began their speaking session at the recent TSIA Interact annual conference. 86% of people say they’d be more likely to stay loyal to a business that invests in onboarding content that welcomes and educates them after they’ve bought.

B2B 98

B2B Upselling Metrics Education 98

Totango

APRIL 2, 2019

Gather feedback. To be sure your customers are doing well, send regular communications such as emails, in-application messages, or educational content. This is also a good time to add upsells to accounts that have high customer health scores. Gather Feedback. Customize notifications and health scores. Automate tasks.

Journey mapping 105

Journey mapping Upselling Accountability Feedback 105

Education Services Group

OCTOBER 31, 2023

Tear down that wall : Pave the way for me to build relationships with the sales teams and channel partners. Feedback Empowerment : Create a hub for product feedback, feature requests, and timely responses on defects. It’s the lifeline when things get intricate. Cross-org collaboration and data flow are critical to my job.

Best practices 52

Best practices Finance Upselling Customer retention 52

JivoChat

APRIL 16, 2023

According to Statista, ecommerce sales worldwide are projected to reach around 8.1 According to Darshan Somashekhar from Solitaired , “We always talk to our customers and take their feedback before developing our games and that’s why they are so successful.” trillion dollars by 2026—a significant increase of 56% from 5.2

Analytics 82

Analytics Engineering Advertising Sales 82

Fonolo

JULY 5, 2023

How they approach upselling opportunities Upselling is something that all your customer-facing employees should be doing — not just sales. And the customer journey doesn’t end when you make the sale; your level of service post-sale is as (if not more) important than pre-sale.

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

ProProfs Blog

AUGUST 14, 2020

More than 80% of customers seek immediate response for sales or marketing questions. But this number rises up to 90% when their question is solely about sales. To know what your prospective buyers really think, you need a tool that helps you capture their feedback efficiently. Improves sales. Increases brand awareness.

Analytics 174

Analytics B2B Education Feedback 174

CustomerSuccessBox

JUNE 20, 2022

By collecting accurate data and comprehensive information about your customers, you can improve retention, uncover additional sales opportunities, and boost your customer health scores. Detect and Act on Upsell & Cross-sell Opportunities. Automate mundane tasks for Maximum Efficiency. Improve user onboarding. Growth Stage SaaS.

Upselling 52

Upselling SaaS CRM Multi-channel support 52

Totango

JULY 13, 2021

Strategy for customer success growth has changed as commerce has gone digital and big data has made marketing and sales customer-centric. A customer-centered approach makes customer satisfaction a top priority before as well as during and after the sale. In the future, you may be able to offer them an upsell.

Customer centricity 100

Customer centricity B2C Enterprise Upselling 100

ChurnZero

MAY 3, 2022

1: SuccessHACKER SuccessHACKER is a CS advisory firm with a mission to inspire, educate and empower the people who power the CS economy. Start with: CSM Mastermind: Sharing Customer Feedback Effectively CSM Mastermind: Handling High-Risk Customers and Preventing Churn Moments of Truth (playlist): Focused, impactful CS advice from leaders.

Journey mapping 52

Journey mapping Customer centricity SaaS Education 52

Totango

AUGUST 27, 2019

You can develop a profile of your higher-tier customers to make it easier for the sales team to find new customers who share the same characteristics. On the other end of the spectrum, you can offer lower-tier customers upsells to grow their CLV. Also, be sure to optimize your onboarding and adoption stages. Listen to Customers.

Upselling 61

Upselling Education Best practices Customer centricity 61

Education Services Group

OCTOBER 22, 2019

Onboarding materials, educational materials, FAQ sheets, or resource libraries are all crucial content pieces. Once those customers have passed from marketing to sales, and then on to CS, your job is to make sure that those customers find success, staying happy and healthy while they use your product. Marketers are content masters.

Marketing 49

Marketing Education Upselling Customer advocacy 49

CustomerSuccessBox

APRIL 29, 2022

They should be able to contact you if they have any problems or need assistance understanding your product, and you should allow them to submit feedback both during and after onboarding. For example- Each month, sales teams prefer to keep track of how much revenue they generated. Educate your customers.

SaaS 52

SaaS Customer retention Metrics B2B 52

CustomerSuccessBox

MARCH 10, 2022

With a delayed shift from Sales to Customer Success, you risk losing the customer’s momentum and excitement. Send reminders to only the contacts who need them, and create tasks for yourself to assess their ROI and recommend possible upsells. Offer a lot of educational information at the start of the time. Reminder emails.

SaaS 52

SaaS Upselling Education Accountability 52

CSM Practice

AUGUST 24, 2020

Hiring CSM Practice for this strategy development initiative introduced Accent Technologies to key business efficiencies and significantly improved key sales and customer success metrics. Surprisingly, this resulted in an increase in customers opting into this type of session while allowing the CSMs to get immediate feedback and results.

Construction 52

Construction Best practices Upselling Sales 52

JustCall

APRIL 5, 2023

Before we look at the top 7 customer success management tools, ensure that the CSM tool you select can: Identify and create accurate customer profiles Capture customer data, history, and feedback in real-time. This includes collating information from surveys, marketing initiatives, and/or team interactions, etc.

Management 52

Management CRM Analytics Customer retention 52

Totango

APRIL 5, 2019

This means constantly nurturing and educating the customer, fitting your business approach to their specific needs. 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. Customer Success Metrics Lead to Action.

Metrics 72

Metrics Upselling Accountability Enterprise 72

CustomerSuccessBox

MAY 26, 2021

Therefore, it becomes extremely important for a SaaS business to not drop the ball post-acquisition/sale. That approach helps businesses reach a number of top-level goals, including: Increasing renewal sales and revenue. Increased customer loyalty and customer retention. Read more about Customer success best practices.

SaaS 52

SaaS B2B Upselling Customer Support 52

Education Services Group

MAY 23, 2022

Who owns the renewal and upsell/cross-sell process? You decide which outcome would be best for your business: When the CS org owns the upsell process, “technology subscription growth rates increase 9% points over companies that leave that task to Sales Executives.”.

Upselling 52

Upselling Sales Marketing Management 52

Totango

AUGUST 18, 2022

Educating the customer on how your platform can support their business goals. It also promotes higher product usage, increases the likelihood of upselling purchases and encourages customers to become enthusiastic brand advocates. Retention rates affect overall revenue and sales growth and your projected brand image.

Journey mapping 92

Journey mapping SaaS Upselling Enterprise 92

SmartKarrot

JUNE 7, 2023

Obtaining feedback and reporting it to help make decisions about product development. Work together with the sales team to promote renewals and upsell opportunities, highlighting the benefits and return on investment that our products provide. Educate customers on Lavu POS and the best ways to use it for their business.

Upselling 19

Upselling Engineering Education Accountability 19

SmartKarrot

AUGUST 18, 2022

Understand customer business context and pain, and facilitate the strategic mapping of OfferFit value to identify potential upsell opportunities. Work closely with the OfferFit sales team to close upcoming renewals & upsell opportunities. Identify and close upsell opportunities with existing customers.

Upselling 19

Upselling Education Engineering Advertising 19

SmartKarrot

OCTOBER 18, 2022

Lead pitches to cross-sell and upsell new channels and features that meet client needs to achieve client KPIs. Client Training (facilitating educational programs) in sales and trading to support knowledge and advocacy of the MediaMath platform. Cross-sell and upsell the products to drive customer growth.

Upselling 19

Upselling Metrics Education Feedback 19

SmartKarrot

DECEMBER 6, 2022

Represent the voice of the customer by collecting and sharing data, metrics, insights, feedback, and stories. Own the fleet customer journey (post-sale, implementation, opportunities, etc.). Participate in establishing sales strategy, objectives, campaigns, contests, etc. Monitor deployments and work with a team.

Coaching 19

Coaching Education Government Upselling 19

SmartKarrot

MARCH 9, 2022

Sales-led, and 2. A sales-led approach is when all the teams across the company towards one goal – to increase sales within the organization. In this approach, the success of the company depends on the number of sales. However, the shift from Sales-Led to Product-Led approach may not be a straight line.

Sales 10

Sales B2C SaaS Education 10

SmartKarrot

DECEMBER 19, 2022

Provide client feedback internally. Collaborate with Sales, Solution Architects, Partners, Product Management, Legal, and Marketing teams as the client’s representative. Collaborate with the sales team to achieve objectives and deliver an exceptional customer experience. Identify opportunities and potential challenges.

Brand ambassadors 19

Brand ambassadors Upselling Education Accountability 19