Callminer

JUNE 3, 2019

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. This holds especially true for call center agents who interact with thousands of customers per month, but only receive feedback on < 5% of these conversations.

Best practices 140

Best practices Average Handle Time Analytics Coaching 140

Nicereply

MARCH 16, 2022

Some treat Customer Experience as a synonym to Customer Success, others see Success and Support as part of the CX team, and still, others prefer it reports into Sales as a way to increase upsells and renewals. For example, higher education was a late adoption vertical, but with the pandemic, they needed to offer remote-friendly services.

Sales 111

Sales Customer Experience Upselling Self service 111

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

Interactions

JULY 9, 2020

Educate and train your agents. Education and training on your new Conversational AI application are just as essential as good communication. It is always important to get and give feedback in the workplace. This information can also be helpful when the agent is upselling or cross-selling. Let your agents shine.

Education 71

Education Upselling Best practices Contact Center 71

Nicereply

JULY 28, 2022

Take feedback from customer service teams. The feedback that the customer service team received surprised the founders. Identify opportunities to cross-sell and upsell. On the other hand, sales teams can also identify which repeat customers to upsell or cross-sell to , depending on feedback from the customer service team.

Sales 59

Sales Customer Service Upselling Average Handle Time 59

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

Totango

MAY 5, 2021

By measuring customer experience, companies can easily become more educated about customer behavior and opinions. How easily they can access support/educational materials. Anticipating which customers are viable candidates for upsell/cross-sell opportunities. Gauge the effectiveness of your customer education touchpoints .

Customer Experience 118

Customer Experience Education Customer centricity Metrics 118

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

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

ChurnZero

APRIL 27, 2022

As a vendor, value realization affects customer loyalty and retention, customer satisfaction, referrals and recommendations, and opportunities to upsell. Customer onboarding and ongoing customer education are keys to success. They may be open to upsells, cross-sells, or add-ons. Gathering customer feedback.

Chief Customer Officer 52

Chief Customer Officer Upselling Education Metrics 52

Nicereply

JANUARY 11, 2022

There are a lot of ways to help customers proactively, including educational webinars, in-app notifications, knowledge base articles, and more. They are also more receptive to upselling and suggestions. Plus, you can always invite customers to reply to the email to give more feedback. Head of Customer Service”.

Customer Service 98

Customer Service Surveys Feedback Upselling 98

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

AUGUST 7, 2023

Such proactive customer journey management not only keeps the sales pipeline moving but also capitalizes on upselling and cross-selling opportunities. To preface, customer feedback and survey lends voice to your patrons. Conversational AI can proactively collect customer feedback and survey after every exchange.

Chatbots 52

Chatbots Sales Surveys Upselling 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

Expivia

MARCH 18, 2021

Educate With a Purpose. When you get a new agent, educate them on the importance of all the skills above. This educates the agent and you at the same time. Upsell/Cross-sell. Give Instant Feedback About Performance. Give them feedback quickly to learn quickly. Verification. Issue handling. Resolution.

Call Center 98

Call Center Customer Service Education Average Handle Time 98

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

TeamSupport

MAY 11, 2021

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. It’s one way of getting ahead of the risk of a customer churning or capitalize on an upsell or cross-sell opportunity. Get into a cadence of how you are looking at your data.

B2B 98

B2B Upselling Metrics Education 98

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

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

Education Services Group

OCTOBER 22, 2019

Onboarding materials, educational materials, FAQ sheets, or resource libraries are all crucial content pieces. Hopefully, if you do it well, they’ll purchase upsells and cross-sells , and they’ll renew their subscription. Effective Content — part of being an effective CS team is providing your customers with great content.

Marketing 49

Marketing Education Upselling Customer advocacy 49

CustomerSuccessBox

MARCH 10, 2022

Send reminders to only the contacts who need them, and create tasks for yourself to assess their ROI and recommend possible upsells. Keep track of how often this new function is being used and proactively approach the most engaged clients for feedback. Offer a lot of educational information at the start of the time.

SaaS 52

SaaS Upselling Education Accountability 52

CustomerSuccessBox

JUNE 20, 2022

Detect and Act on Upsell & Cross-sell Opportunities. A Customer Success software monitors product usage and engagement level to identify the upsell signals. Thereby you will be able to create alerts and tasks to act upon so that you never miss on any upsell and cross-sell opportunities. Improve user onboarding.

Upselling 52

Upselling SaaS CRM Multi-channel support 52

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. Anticipating which customers are viable candidates for upsell/cross-sell opportunities. Gauge the effectiveness of your customer education touchpoints .

Customer Experience 84

Customer Experience Education Customer centricity Metrics 84

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

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

ProProfs Blog

AUGUST 14, 2020

To know what your prospective buyers really think, you need a tool that helps you capture their feedback efficiently. While user feedback can help you understand the current expectations of your customers, live chat reports would offer insights on prospective buyers and how to conduct future conversations with them (in case they return).

Analytics 174

Analytics B2B Education Feedback 174

Totango

JULY 13, 2021

In the future, you may be able to offer them an upsell. Start by implementing a customer feedback program to gather important data and identify unhappy customers. If they are not engaging with certain functionalities, be sure to educate the customer about them. And if a customer does cancel, find out why.

Customer centricity 100

Customer centricity B2C Enterprise Upselling 100

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

Totango

OCTOBER 29, 2019

They must know how to educate customers so that they will receive value from the product quickly. You’ll see how valuable these skills are when your customer success team drives retention, lowers churn, and collects customer feedback. 5: Collect Customer Feedback. Tips for Building a Customer Success Team. Onboarding.

Upselling 61

Upselling Feedback Customer advocacy Accountability 61

Totango

MAY 21, 2019

They trust your brand and are more likely to spread word-of-mouth advertising or accept an upsell. In order to do this, you need to communicate with your customers, listen to their feedback, and constantly be on the lookout for new ways to provide value. This may mean they need further education or support.

Customer centricity 85

Customer centricity Education Upselling Advertising 85

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. Product upgrades will be haphazard without direct feedback, and will ultimately fail to retain customers. Educate your customers.

SaaS 52

SaaS Customer retention Metrics B2B 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. Personalizing dashboard interfaces. Introducing navigational features.

Journey mapping 92

Journey mapping SaaS Upselling Enterprise 92

Fonolo

JULY 5, 2023

How they approach upselling opportunities Upselling is something that all your customer-facing employees should be doing — not just sales. Then, look for opportunities in your customer journey to ask simple questions that give you contextual feedback. Qualitative customer feedback is essential.

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

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 105

Customer Support Customer advocacy Construction Enterprise 105

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

CustomerSuccessBox

MAY 26, 2021

It’s the job of the obvious contributors to educate, train and guide the customer in their ideal customer journey crafted. And in the process gather a wealth of feedback from the customer and when combining them with customer health data, inform the product and development team of product enhancements and additions.

SaaS 52

SaaS B2B Upselling Customer Support 52