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

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

Global Response

FEBRUARY 28, 2024

Increased sales opportunities Call center agents are trained to capitalize on upselling and cross-selling opportunities. How do they communicate feedback to their agents? Regular feedback sessions will help both parties stay aligned on performance, customer satisfaction levels, and areas for improvement.

Call Center 62

Call Center Customer Experience outsourcing Brand ambassadors 62

Totango

OCTOBER 20, 2020

By measuring customer experience, companies can easily become more educated about customer behavior and opinions. How easily they can access support/educational materials. There are a variety of surveys and metrics you can use to measure these different elements. Customer Satisfaction Surveys (CSAT).

Customer Experience 85

Customer Experience Education Customer centricity Metrics 85

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. And for a good reason, too. Why measure CSAT in sales?

Sales 52

Sales Surveys Upselling Feedback 52

Education Services Group

OCTOBER 31, 2023

Feedback Empowerment : Create a hub for product feedback, feature requests, and timely responses on defects. Show me when to initiate contact, what information to share, when to survey customers, and how to navigate renewals and upsells. Quick access to these resources is a game-changer. Answers are critical.

Best practices 52

Best practices Finance Upselling Customer retention 52

ChurnZero

DECEMBER 7, 2023

Renewal / Expansion Hero: TruVideo Driving upsells and awareness with engaging in-app content. Their answer: a new ChurnZero play, consisting of 10 carefully crafted touchpoints, to educate and engage.

Accountability 52

Accountability Upselling Sales Marketing 52

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

Totango

OCTOBER 6, 2020

To help further your understanding of these important differences, this article will breakdown the customer success vs. customer support dynamic and outline how prioritizing a proactive approach towards client relations can empower you to prevent churn, create value, increase the likelihood of renewal, and encourage upsells/cross-sells.

Customer Support 106

Customer Support Customer advocacy Construction Enterprise 106

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

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. Designing a post-onboarding survey to incorporate into your customer journey workflow.

Journey mapping 93

Journey mapping SaaS Upselling Enterprise 93

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 73

Metrics Upselling Accountability Enterprise 73

Totango

APRIL 18, 2019

Feedback surveys are invaluable for collecting this type of information. Customer success teams need to educate customers on the benefits of the product or service, the promised value must be delivered consistently, and customers need to see evidence of the difference it is making in their lives.

Upselling 74

Upselling Customer centricity Surveys Education 74

Education Services Group

NOVEMBER 22, 2021

Health scores can also easily enable CSMs to identify their most successful customers — the ones who are most likely to be open to upsell conversations and the most willing to become customer references, provide testimonials, or participate in case studies. Community is key in customer engagement and feedback. More on that below.

Upselling 52

Upselling Metrics Enterprise Feedback 52

JustCall

MAY 14, 2020

Educate Users Around Product Features and Solutions. During such hard-hit times focus on educating your customers about your product. Use multi-channel communication to educate customers : Customer education starts with a strong user onboarding program. Create customer feedback emails.

Customer retention 52

Customer retention Journey mapping Education Feedback 52

JustCall

MAY 14, 2020

Educate Users Around Product Features and Solutions. During such hard-hit times focus on educating your customers about your product. Use multi-channel communication to educate customers : Customer education starts with a strong user onboarding program. Create customer feedback emails.

Customer retention 52

Customer retention Journey mapping Education Feedback 52

JivoChat

APRIL 16, 2023

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.” You can use personalization, cross-selling, and upselling tactics to encourage customers to purchase more.

Analytics 82

Analytics Engineering Advertising Sales 82

ShepHyken

SEPTEMBER 7, 2023

Regularly update training materials based on customer feedback. Account management Offer workshops on relationship-building, active listening, and consultative selling for identifying upsell or cross-sell opportunities. Feedback collection and analysis Teach your team how to conduct surveys and interviews with customers.

Customer centricity 332

Customer centricity B2C Feedback Upselling 332

CSM Magazine

MARCH 27, 2020

In fact, 52% of people around the globe believe that companies need to take action on feedback provided by their customers according to Microsoft. Providing product feedback. They want to improve the overall customer experience, from product creation to the upsell. Upsells additional products and features. ?. ?.

Customer Support 52

Customer Support Self service Feedback Upselling 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. Step 8 – Ask for feedback. Some Facts – Let the Numbers Speak.

Sales 52

Sales B2B Surveys CRM 52

Amity

SEPTEMBER 25, 2017

Analyzing feedback and ticket trends is a good way to predict where the customer is heading and keep yourself relevant so they don’t outgrow you. Every week, Customer Success attends the Monday morning forecasting meeting with Sales and provides them with the feedback they need on what makes a customer successful.

B2C 0

B2C SaaS Accountability B2B 0

SmartKarrot

SEPTEMBER 16, 2021

Role: Vice President of Customer Success Location: Washington, DC, US Organization: Full Measure Education Inc. Utilize client feedback tools such as NPS or other surveys. Gather customer feedback, document bugs, and contribute to product improvement. Implement client health monitoring systems and processes.

Education 19

Education Upselling Feedback Accountability 19

SmartKarrot

OCTOBER 25, 2023

Feedback Loop They are more than just mechanisms to gauge satisfaction; they’re avenues for improvement, innovation, and deeper understanding. The feedback, whether it’s praise or constructive criticism, offers a goldmine of insights. Feedback should be actionable. Foster an atmosphere of trust and transparency.

Accountability 10

Accountability Construction Upselling Education 10

Transparent BPO

AUGUST 20, 2019

The 2018 Customer Service Expectations Survey from Gladly, a customer service software provider, found that of nearly 1,000 consumers polled, 92 percent would stop purchasing from a company after three or fewer poor customer service experiences and 26 would stop after just one bad experience. Free guide shows you how.

Contact Center 69

Contact Center outsourcing Surveys Call flow 69

Amity

MARCH 15, 2018

Account Managers on the other hand focus on upsells, the contractual details of a customer’s experience, and their journey. This scoring feedback will give you insights into not only personally improve your training technique but also allowing you to provide any additional training or resources if there is an educational gap.

Management 69

Management Metrics Accountability Surveys 69

CSM Practice

APRIL 13, 2021

They are also in charge of setting up interactions like Quarterly Business Reviews (QBRs), customer education, and helping customers implement as many features as possible. Identifying opportunities for upselling and cross-selling is one thing a CSM must deliberately focus on to implement proactive expansion selling.

Management 52

Management Customer retention Upselling Accountability 52

SmartKarrot

DECEMBER 3, 2021

Scale and improve process and tools by up-leveling & implementing new tools that further critical areas of customer growth, such as KPI benchmarking, customer training and education, NPS surveys, and customer feedback. Identify opportunities and lead upsell/cross-sell deals from start to finish.

Customer advocacy 19

Customer advocacy Technical Support Education Finance 19

Education Services Group

JUNE 4, 2019

Furthermore, existing customers are more likely to become advocates for your brand to help attract new customers, more likely to spend on new products, and more likely to spend more on cross-sells and upsells. That’s why customer communication is so important. These assets are doubly useful.

Marketing 53

Marketing Best practices Upselling Feedback 53

SmartKarrot

OCTOBER 12, 2022

Apply here: [link] Role: Customer Success Manager Location: London, England, United Kingdom Organization: Bynder As a Customer Success Manager, you will be working with the strategic customers across sectors such as Non-Profit, Higher Education, Financial Services and Governments. Develop upsell & cross-sell opportunities.

Best practices 19

Best practices Consulting Consulting Government 19

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.

Chatbots 53

Chatbots Scripts Sales Personalization 53

SmartKarrot

NOVEMBER 3, 2021

It means managing the customer and their expectations at every point in the journey to align goals, reduce churn, and increase upselling opportunities. Upselling and cross-selling is an important aspect of customer success strategy. You can regularly collect customer feedback so that you know what features they miss.

Education 10

Education Upselling B2B Feedback 10

Amity

SEPTEMBER 25, 2017

Analyzing feedback and ticket trends is a good way to predict where the customer is heading and keep yourself relevant so they don’t outgrow you. Every week, Customer Success attends the Monday morning forecasting meeting with Sales and provides them with the feedback they need on what makes a customer successful.

B2C 60

B2C SaaS Accountability B2B 60

SmartKarrot

APRIL 28, 2021

Coordinate between REEF operations and client, including site surveys, walk-throughs, application deployment, to ensure the success of new applications. Continually engage internally and cross-functionally to learn about new business applications, positioning the REEF brand and upselling new opportunities to clients.

Real estate 10

Real estate Upselling Customer retention Accountability 10

ChurnZero

NOVEMBER 22, 2019

There are relatively few conferences for Customer Success professionals and there is a hunger and demand for these gathering events that educate, network and inspire. How to Calculate Your Renewal and Upsell Rate – Learn how to calculate these metrics and apply them to your SaaS business. How are we doing this conference?

Chief Customer Officer 17

Chief Customer Officer Education Upselling Customer centricity 17

SmartKarrot

JULY 6, 2022

It’s critical to pay attention to employee feedback and consider their comfort levels when establishing rules because uncertainty still exists and there is always a possibility of loyal employees leaving the organization. The teams responsible for customer success and the chief customer officer generally receive direct user feedback.

Chief Customer Officer 10

Chief Customer Officer Brand ambassadors Education Upselling 10

SmartKarrot

OCTOBER 10, 2022

Upsell Cross-sell Add-ons Reactivation. Empowering customers with customer education and utilizing personalization techniques can help greatly. This is why it is important to create a customer feedback loop. Customer feedback is when you get honest updates about the product and its usage. But is that all? Let us find out.

Upselling 10

Upselling Feedback Technology B2B 10