SmartKarrot

NOVEMBER 24, 2023

In the dynamic realm of B2B, where every move counts, mastering the art of upselling is no longer a mere choice but a strategic imperative. In this discourse, we’ll unravel seven B2B upsell strategies that, in my experience, work wonders for boosting Net Revenue Retention (NRR) and fortifying customer relationships.

Upselling 10

Upselling B2B Education Analytics 10

Totango

FEBRUARY 6, 2020

By paying attention to a few key customer success factors designed to help you thrive in today’s digital conditions, you can shape your entire enterprise around your customer’s needs and become an integral part of their future. Focusing on these customer success factors will help you operationalize customer-centricity across your enterprise.

Enterprise 62

Enterprise Customer centricity Metrics Upselling 62

Totango

APRIL 5, 2022

The number of NPS software providers has proliferated as the importance of tracking Net Promoter Score (NPS) has been realized by a growing number of enterprises. Leverage satisfied customer responses for upselling conversions and referrals. This raises the question, how do you find the best NPS software solutions?

Upselling 101

Upselling Surveys Analytics Customer retention 101

Totango

NOVEMBER 23, 2021

This, in turn, makes it difficult to intervene with customers who are at risk of churn, as well as challenging to spot upsell opportunities. You’re Having Challenges Collecting Customer Feedback. Customer feedback provides another important indicator of satisfaction and can offer an early warning of customers at risk of churn.

Upselling 91

Upselling CRM Revenue potential Feedback 91

Totango

MAY 3, 2019

Plus, current customers are more likely to make major purchases or upsells. Record customer feedback and make sure management reviews it, as feedback provides invaluable data that can help you identify bottlenecks along the customer journey. Then, act upon that feedback. Always keep the customer experience in mind.

Enterprise 78

Enterprise Upselling Feedback Advertising 78

Totango

JANUARY 8, 2019

Most subscription-based enterprises look at “churn rates,” or the percentage of customers who cancel their subscription every year. Luckily, there are two other KPIs we can turn to as well to get a more complete picture of the health of your enterprise. Don’t use this as an upsell opportunity, which customers can smell a mile away.

Enterprise 54

Enterprise Upselling Surveys B2B 54

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. The focus would be on retention and higher-touch service offerings to our enterprise customers. What a fantastic model!

Sales 111

Sales Customer Experience Upselling Self service 111

TeleDirect

MARCH 1, 2021

In fact, a contact center is the perfect vehicle for an effective customer feedback loop. TeleDirect , a pioneer in business process outsourcing (BPO) for contact centers, orchestrates our own customer feedback loop – in our case, we keep our clients happy by helping them tend to their own clients’ needs.

Call Center 117

Call Center Customer Service Business Process Outsourcing Upselling 117

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

AUGUST 16, 2022

Other types of apps that may support customer retention include software for dunning management, collecting user feedback, tracking customer loyalty and analyzing client behavior. Identifying customers in the market for upsell offers and referral invitations. Customer Feedback: Qualroo. Reminding customers of renewal deadlines.

Customer retention 98

Customer retention Upselling CRM SaaS 98

Tethr

AUGUST 27, 2020

An NTT study found that 44 percent of enterprises now operate structured VoC programs to drive CX improvement and innovation. The most thorough VoC programs are able to sort through customer interactions to provide organizations customer intelligence and insights that anyone inside the enterprise can interpret. If not, you should be.

Enterprise 117

Enterprise Customer effort Upselling Call Center 117

Totango

MAY 10, 2022

In this blog, we’ll look at the essentials of a customer engagement strategy, particularly how to use it to engage enterprise clients. After considering what a customer engagement strategy is and its benefits, we’ll offer ten key tips for keeping enterprise executives and stakeholders engaged. Trials of upsell products.

Journey mapping 76

Journey mapping SaaS Enterprise B2B 76

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 82

B2B SaaS Education Brand ambassadors 82

Totango

NOVEMBER 25, 2020

Feedback metrics like NPS and CSAT scores. With the context provided by these data sets, your enterprise can make informed decisions on how to engage with customers in a personal, proactive manner. . Equipped with this knowledge, CS teams can create more opportunities for upsells/expansions, as well as reduce churn rates. .

CRM 107

CRM Upselling Metrics Accountability 107

Totango

DECEMBER 29, 2021

This promotes customer satisfaction, benefiting your clients and bringing your business higher retention rates and upsell revenue. Feedback from CSAT surveys and other customer satisfaction surveys lets you listen to what your customers want and need to drive their business outcomes. Use Your Data to Plan New Features.

Customer centricity 97

Customer centricity SaaS Upselling Metrics 97

Totango

AUGUST 14, 2020

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? Collect & document feedback . Identify feedback provider and organization. As part of that we: . Map stakeholder type.

Accountability 155

Accountability Feedback Sales Upselling 155

SmartKarrot

OCTOBER 5, 2023

Businesses today strive to get growth from existing accounts and, the role of Enterprise Account Management has come to the forefront in that regard. Moving parts in Enterprise Account Management Enterprise Account Management is the central function within organizations tasked with managing and growing revenue with existing customers.

Enterprise 10

Enterprise Accountability Management Upselling 10

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

JULY 24, 2020

Client expansion is the bird-in-the-hand approach to B2B enterprise growth. The digitization of business has changed the way SaaS and subscription enterprises derive value from their customers and given rise to a mutually beneficial model. Leverage Voice of Customer Feedback. Leverage Voice of Customer Feedback.

B2B 62

B2B Enterprise Best practices Upselling 62

ShepHyken

JULY 1, 2022

Whether it is an overwhelming experience or an unforgettable one, it is instantly highlighted with feedback. . Grow revenues & increase sales through upselling & cross-selling . The only way to achieve this is through an amalgamation of point solutions, with IT and enterprise capabilities. .

Airlines 179

Airlines Upselling Customer Experience Chatbots 179

Lumoa

MARCH 12, 2023

But customer feedback and insights are often the least accessible information in a business. Companies rarely have processes in place to regularly collect feedback. Feedback from all of these sources is gathered in one place. Lumoa’s customer experience platform helps you get from raw feedback to meaningful insights.

Customer Experience 83

Customer Experience Journey mapping Analytics Consulting 83

Totango

JUNE 4, 2021

By tying your cross-sell and upsell offers into your customers’ actual use of your product, you not only increase engagement, but you increase the attractiveness of your offers, helping boost your revenue. Ask for Customer Feedback. Asking for feedback is a simple yet effective way to boost engagement. Reward Customer Loyalty.

B2C 62

B2C Upselling Journey mapping B2B 62

ShepHyken

AUGUST 10, 2018

This matter of specialization doesn’t just relate to products but also to product discounts, promotions, upselling, and cross-selling. When there isn’t enough feedback from customers, it may be difficult to determine how satisfied they are with your services or products. Choosing Channels. Predicting Satisfaction.

Analytics 168

Analytics Upselling Banking CRM 168

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

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. Accepting all feedback requests would certainly require significant precious time. So, what does it mean?

B2B 62

B2B Feedback B2C Enterprise 62

Totango

AUGUST 18, 2022

It also promotes higher product usage, increases the likelihood of upselling purchases and encourages customers to become enthusiastic brand advocates. Close the loop with customers with negative feedback to help resolve issues before they get passed onto another team. Define your goals and KPIs.

Journey mapping 92

Journey mapping SaaS Upselling Enterprise 92

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 91

B2B Customer Service Interactive Voice Response B2C 91

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 86

SaaS Upselling Best practices Customer retention 86

Totango

JANUARY 30, 2020

Account Managers tend to react to renewal anniversaries, customer feedback, and the overall health of the customer experience. Information should be gathered from as many sources as possible and shared across your entire enterprise. The customer success and account management teams must share customer data.

Accountability 71

Accountability Management Upselling Enterprise 71

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

Call Experts

OCTOBER 5, 2023

Driving Revenue As explained by Contact Center Pipeline , effective call center agents can do more than just resolve issues; they can also upsell or cross-sell products and services, contributing to increased revenue. Gathering Valuable Insights Call centers generate a wealth of data and customer feedback.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

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

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 105

Customer Support Customer advocacy Construction Enterprise 105

Call Experts

APRIL 8, 2024

Driving Revenue As explained by Contact Center Pipeline , effective call center agents can do more than just resolve issues; they can also upsell or cross-sell products and services, contributing to increased revenue. Gathering Valuable Insights Call centers generate a wealth of data and customer feedback.

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52

Totango

JANUARY 30, 2020

Account Managers tend to react to renewal anniversaries, customer feedback, and the overall health of the customer experience. Information should be gathered from as many sources as possible and shared across your entire enterprise. The customer success and account management teams must share customer data.

Accountability 63

Accountability Management Upselling Enterprise 63

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

AUGUST 14, 2020

Customer success means creating data-driven engagements that provide ongoing value to the customer and growth opportunities to the enterprise. Ideally, this long-term partnership will see your customer reach milestones with your help, expand their use of your product, and upsell or cross-sell in other ways. The key word is “ongoing.”.

Enterprise 76

Enterprise Feedback Upselling Accountability 76