Totango

MARCH 6, 2020

The feedback your VoC efforts provide are the unique perspective of your own customers, and the actions you take based on that feedback add value to their experience. To make the most of your Voice of Customer (VoC) data you need to know when to request, share, and use feedback in your daily workflows to impress and serve customers.

Best practices 93

Best practices Upselling Feedback Enterprise 93

Totango

DECEMBER 29, 2021

This promotes customer satisfaction, benefiting your clients and bringing your business higher retention rates and upsell revenue. Another important source of data is customer satisfaction surveys. This promotes higher customer satisfaction, leading to more retention and upsell revenue for your business.

Customer centricity 98

Customer centricity SaaS Upselling Metrics 98

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. Incorporating feedback.

B2B 83

B2B SaaS Education Brand ambassadors 83

Totango

JUNE 4, 2021

Or if a customer has not used an important feature yet, you can remind them about it with in-product messaging or by providing an NPS survey. Spark’s Upsell and Expand Customers module can help you deploy this strategy by automatically detecting upsell opportunities and extending relevant offers. Ask for Customer Feedback.

B2C 62

B2C Upselling Journey mapping B2B 62

Totango

AUGUST 14, 2020

Lucid bridges the gap between global questions and human answers by connecting buyers and sellers in one central location for survey sample groups. Audience: When it comes to relaying feedback to internal stakeholders, what tools do you use to collect customer feedback, share it internally, and present it in a clear way?

Accountability 156

Accountability Feedback Sales Upselling 156

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. It can include: Customer Feedback: What anecdotal feedback has been collected by the extended customer team and surveys such as NPS and CSAT?

Upselling 65

Upselling Accountability Customer retention Metrics 65

Totango

OCTOBER 6, 2020

For customer-centered enterprises, knowing where these elements both differ and intersect is essential to creating the best client experience possible. Customer Success vs. Customer advocacy is an incredibly effective way to build loyalty towards your enterprise, and data-driven customer success is essential in making that happen.

Customer Support 106

Customer Support Customer advocacy Construction Enterprise 106

Totango

AUGUST 18, 2022

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. Provide an onboarding survey after the customer completes their journey.

Journey mapping 93

Journey mapping SaaS Upselling Enterprise 93

Totango

JULY 16, 2019

This has irrevocably changed how enterprises need to approach customers. Instead of capturing the bulk of customer value at the initial sale, digital companies now rely on an ongoing process of renewal and upsell that can potentially continue for years. And this repeated revenue stream is the lifeblood of SaaS and related enterprises.

Upselling 68

Upselling Enterprise Metrics SaaS 68

Totango

MAY 5, 2021

There are a variety of surveys and metrics you can use to measure these different elements. Anticipating which customers are viable candidates for upsell/cross-sell opportunities. Customer Satisfaction Surveys (CSAT). How comfortably they can integrate the product into their daily workflow. Get started for free today. .

Customer Experience 118

Customer Experience Education Customer centricity Metrics 118

Totango

SEPTEMBER 13, 2022

Expansion of product usage through upsells. In that case, this might trigger a customer retention workflow to reach out and take corrective action, while a customer with a high satisfaction score might trigger an upsell offer. Keep Your Playbooks Current by Measuring Impact and Incorporating Feedback. Onboarding.

SaaS 87

SaaS Upselling Best practices Customer retention 87

TeleDirect

JULY 1, 2021

But as a general rule of thumb, marketing agencies require outbound assistance , while those enterprises with a large volume of incoming calls – think healthcare providers or utility companies – need inbound help right away. Telesales & upsells. Constant feedback. Your business sector.

Call Center 62

Call Center Upselling Healthcare outsourcing 62

Totango

MARCH 4, 2022

On the other hand, customers with a high NPS score may receive an automated upsell invitation as part of their renewal offer. These differences help make B2B customer success a distinct enterprise from B2B customer service. Create a Process to Obtain Quality Customer Feedback. B2B Customer Success vs. B2B Customer Service.

B2B 92

B2B Customer Service Interactive Voice Response B2C 92

Totango

JANUARY 4, 2019

Customer expectations and demands on enterprises have never been so high, or so personal—especially for SaaS companies who are at the forefront of both the modern wave of technology and the new customer-centricity business model. Now more than ever, winbacks, upsells, renewals, referrals, and feedback cannot be passive items on a checklist.

Customer centricity 79

Customer centricity SaaS Marketing Enterprise 79

Totango

SEPTEMBER 18, 2020

Support and escalation feedback: What challenges or support has the customer encountered? Automated alerts within your customer success software should prompt you to implement upsell campaigns as soon as your customer approaches these predetermined marks. Receiving direct feedback from your customer is a unique advantage.

Metrics 62

Metrics Enterprise Feedback Upselling 62

Totango

MARCH 10, 2020

Prioritize Escalations and Cherish Feedback. Their overall goals and reasons for selecting your solution should be captured during the sales process and then built upon and shared among every team within your enterprise as they progress through the customer journey. Prioritize Escalations and Cherish Feedback.

Customer Experience 93

Customer Experience Upselling Feedback SaaS 93

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. A healthy startup customer looks very different from a healthy enterprise customer.

Upselling 52

Upselling Metrics Enterprise Feedback 52

Totango

FEBRUARY 23, 2023

In addition to digging into the quantitative data, CS operations teams also consider qualitative inputs like user feedback, comments shared in NPS surveys, or even discussion notes from touchpoints with a CSM. You need to make sure you’re adapting and measuring what matters.

Metrics 84

Metrics Upselling Accountability Enterprise 84

Totango

JULY 16, 2019

This has irrevocably changed how enterprises need to approach customers. Instead of capturing the bulk of customer value at the initial sale, digital companies now rely on an ongoing process of renewal and upsell that can potentially continue for years. And this repeated revenue stream is the lifeblood of SaaS and related enterprises.

Upselling 48

Upselling Enterprise Metrics SaaS 48

Revation Systems

JANUARY 18, 2023

DCS helps enterprises save time and money by reducing the need for traditional customer service methods, like phone calls and in-person visits. Read more about digital customer engagement and how enterprises can augment digital customer service with it. What is Digital Customer Service (DCS)? So what is DCS?

Customer Service 62

Customer Service Enterprise Self service Upselling 62

Totango

FEBRUARY 23, 2022

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. Expansion : a satisfied customer increases their usage of your product and brand to include advanced features, upgrades, and upsells. Here, we’ll show you how to create your path to customer success.

SaaS 111

SaaS Journey mapping Upselling Best practices 111

Totango

APRIL 5, 2019

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. In the customer-centered approach to business , enterprises are no longer defined by sales and renewals. Gross upsell. Let’s take a closer look at each metric.

Metrics 73

Metrics Upselling Accountability Enterprise 73

Callminer

SEPTEMBER 14, 2020

Learn more about how speech analytics can benefit your call center operation by downloading our white paper, 10 Ways Speech Analytics Empowers the Entire Enterprise. Their long-term role is also to make sure the call center is able to develop expertise, learn through the right feedback loops and test new approaches and features.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Totango

OCTOBER 20, 2020

There are a variety of surveys and metrics you can use to measure these different elements. Anticipating which customers are viable candidates for upsell/cross-sell opportunities. Customer Satisfaction Surveys (CSAT). How comfortably they can integrate the product into their daily workflow. How valued they feel as customers.

Customer Experience 85

Customer Experience Education Customer centricity Metrics 85

Totango

JANUARY 17, 2019

In order to run a successful enterprise, you have to think in terms of customer growth and expansion. Support across your enterprise. Salespeople can become so focused on upselling that they sell the customer a solution that’s too big, has too many features, or costs more than the customer wanted to spend. Customer nurturing.

SaaS 74

SaaS Enterprise Customer retention Upselling 74

Totango

DECEMBER 21, 2021

It also can create an opportunity for upsell offers when applicable. As with low usage patterns, you can set up an automated monitoring system to detect when customers drop below a target NPS number, triggering an appropriate message, such as a request for feedback or an offer of assistance. New Feature Announcements.

Management 106

Management Best practices Upselling Accountability 106

Totango

APRIL 18, 2019

Feedback surveys are invaluable for collecting this type of information. Customer data takes forms such as satisfaction scores, help desk tickets, survey responses, contracts, demographic data and records of every customer interaction. Study the customer experience and learn what customers want from your product and brand.

Upselling 74

Upselling Customer centricity Surveys Education 74

Totango

MAY 14, 2019

While there is no formula that will tell you exactly what KPIs will be most useful for your enterprise and your customers, there are some metrics that are generally helpful in most situations. Or you can send out a survey. By drilling down into your customer satisfaction surveys, you can gain detailed information.

Metrics 93

Metrics Surveys Upselling Advertising 93

TeleDirect

MARCH 12, 2018

Real estate businesses are just like other enterprises in that they’re interested in firming up their bottom line – and that means eliminating unnecessary expenses. TeleDirect’s outbound call center services are crucial for customer retention, telesales & upselling, surveys, feedback and more!

Real estate 94

Real estate outsourcing Call Center Business Process Outsourcing 94

Totango

AUGUST 27, 2019

Instead, enterprises must nurture every customer relationship to increase retention and customer lifetime value (CLV). . On the other end of the spectrum, you can offer lower-tier customers upsells to grow their CLV. They stay with your brand longer and can offer valuable feedback on how to improve your product or service.

Upselling 61

Upselling Education Best practices Customer centricity 61

SmartKarrot

SEPTEMBER 27, 2022

This can happen when customer success playbooks are tweaked to take cognizance of enterprise customers. Top 5 Reasons why Enterprise Customer Success is Different. SaaS (Software As A Service) companies need to know how enterprise customers are different. Here are the reasons why enterprise customer success is different.

Enterprise 10

Enterprise Accountability Management Revenue potential 10

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.

Upselling 83

Upselling Contact Center Analytics Surveys 83

Verint

AUGUST 29, 2017

More traditional tools such as surveys and feedback mechanisms only go so far in the digital world. Brands must think differently to evolve how they approach capturing, analyzing and acting on customer feedback. Processes—Developing processes to close the loop on feedback and address issues. What’s the difference?

Feedback 36

Feedback Surveys Government Upselling 36

TeleDirect

MARCH 27, 2019

Telesales & upsells – grow your business organically…effortlessly! Surveys & feedback – how is your business doing? With targeted surveys and feedback information, you can work on weaknesses, all while strengthening your overall business portfolio. How can live agent support assist your enterprise?

outsourcing 48

outsourcing Call Center Scripts Business Process Outsourcing 48

Totango

FEBRUARY 10, 2021

Incorporate customer feedback. This type of segmentation can also be useful for promoting an upsell product to customers on your list who meet specific qualifying criteria. Incorporate Customer Feedback. You can use a number of methods to collect feedback from your customers. Proactively guide customer growth.

Customer retention 85

Customer retention Journey mapping Benchmark SaaS 85

Vcaretec

AUGUST 8, 2023

Regardless of platform, it applies to all different types of enterprises. Cross-selling and upselling too frequently can appear desperate and unprofessional. 2) Promote client comments as an after-sale service Your clients are encouraged to give feedback through after-sales services to enhance subsequent encounters.

outsourcing 52

outsourcing Customer Care Sales industry standards 52

The Petrova Experience

FEBRUARY 17, 2021

I do realize that at the enterprise level, web speed goals may be with business partners or IT engineers, but think about the insight here. Others miss out on this upsell opportunity. Gather Customer Feedback – The Right Way. At checkout, a customer feedback survey is the best addition. Some brands do this.

Healthcare 59

Healthcare Feedback Upselling Engineering 59