Totango

NOVEMBER 3, 2021

However, the value of NPS surveys depends on how you go about conducting them as well as what you do with the data you collect. Here we’ll cover some best practices for getting the most out of your NPS surveys. In the process, we’ll look at how technology can help you optimize the results you get from using NPS surveys.

Best practices 96

Best practices Surveys Upselling Journey mapping 96

Totango

NOVEMBER 3, 2021

However, the value of NPS surveys depends on how you go about conducting them as well as what you do with the data you collect. Here we’ll cover some best practices for getting the most out of your NPS surveys. In the process, we’ll look at how technology can help you optimize the results you get from using NPS surveys.

Best practices 94

Best practices Surveys Upselling Journey mapping 94

ChurnZero

JUNE 15, 2023

Data can be collected through various methods including user analytics, surveys, and customer feedback. Tactically speaking, the most common mistake I see is organizations lacking the appropriate unique identifiers on usage events. Be diligent about getting your account and contact external IDs on the event data itself.

Accountability 96

Accountability Upselling Analytics Metrics 96

CSM Magazine

DECEMBER 13, 2023

There are several ways you can bridge this gap: Conduct surveys, gather feedback, or analyze their reviews. Lack of Cross-Sell and Upsell Capabilities This gap involves using strategies that integrate sales opportunities into customer interactions. Leverage customer data when creating cross-sell upsell recommendations.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

Totango

APRIL 2, 2019

Target events and address milestones. This is also a good time to add upsells to accounts that have high customer health scores. Health scores indicate which customers may be receptive to cross-sell or upsell offers and which ones might require extra attention from your success team. Target Events and Address Milestones.

Journey mapping 105

Journey mapping Upselling Accountability Feedback 105

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. Flagging events that require action. Flag Events that Require Action.

SaaS 111

SaaS Journey mapping Upselling Best practices 111

ProProfs Blog

MAY 29, 2020

Create customer feedback surveys and send them out to your customers. Create these surveys, not to get answers on whether they like your product; you have NPS surveys for that. Create these feedback surveys to understand the nature of your customer’s journeys and how they navigate across various touchpoints.

Advertising 109

Advertising Surveys Journey mapping Feedback 109

Totango

AUGUST 25, 2022

It increases customer satisfaction and loyalty, driving higher subscription renewal rates, reduced churn, and more sales from upsells and referrals. Invite customers who are nearing subscription renewal to participate in customer satisfaction surveys. For example, you can: Extend premium upgrade offers to freemium customers.

SaaS 97

SaaS Upselling Metrics Journey mapping 97

Totango

AUGUST 23, 2022

Administering customer satisfaction surveys. Making upsell offers. As renewal approaches, a customer satisfaction survey may be emailed to the customer or solicited via in-app messages to assess a customer’s propensity to renew. Customer support events. Customer satisfaction surveys. Upsell offers.

B2B 116

B2B Journey mapping SaaS Engineering 116

Totango

MAY 5, 2021

There are a variety of surveys and metrics you can use to measure these different elements. Generally sent to customers right after onboarding or other key events, this data can be utilized to leverage success by: Helping you perfect your onboarding process. . Customer Satisfaction Surveys (CSAT).

Customer Experience 118

Customer Experience Education Customer centricity Metrics 118

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

JULY 19, 2021

In a 2021 survey performed by Totango, 43% of respondents reported spending more than 50% of their time working with marketing and 56% of respondents said they spend more than 50% of their time working with service and support teams. And the best CS teams main priorities include : Product adoption. Onboarding. Customer advocacy.

Upselling 123

Upselling Feedback Surveys Customer advocacy 123

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 things like sponsoring sporting events form associations in consumers’ minds. We have much more detailed information about surveying later in this blog.

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

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. Use your customer journey map to plan events that trigger customized offers. The Increase Customer Adoption SuccessBLOC can be configured to provide relevant prompts based on specific behaviors.

B2C 62

B2C Upselling Journey mapping B2B 62

Totango

MARCH 21, 2019

Success in these areas leads to a more successful renewal and upsell phase. Increase upsell opportunities. The goal of your onboarding program should be to turn new customers into recurring customers, quickly progressing the customer from the promise of the sales event to the first realization of value.

Enterprise 86

Enterprise Upselling Education Accountability 86

ChurnZero

AUGUST 14, 2020

Product analytics software tracks user engagement with your product including page and feature events. Know exactly how customers use (or don’t use) your product and analyze usage trends over time by capturing feature and page events as well as time-in-app metrics and online status monitoring at the contact and account level.

CRM 87

CRM Finance Upselling Accountability 87

Playvox

AUGUST 25, 2021

More than just a cost center, modern customer experience organizations are now responsible for support, as well as customer acquisition, retention, cross-selling, and upselling. In a recent Global Human Capital Trends survey, respondents ranked employee well-being in the top three priorities for work transformation.

Management 57

Management Agent burnout Contact Center Coaching 57

Totango

OCTOBER 20, 2020

There are a variety of surveys and metrics you can use to measure these different elements. Generally sent to customers right after onboarding or other key events, this data can be utilized to leverage success by: Helping you perfect your onboarding process. . Customer Satisfaction Surveys (CSAT).

Customer Experience 85

Customer Experience Education Customer centricity Metrics 85

Totango

AUGUST 12, 2020

As customer lifetime value is now spread out over years of renewals and upsells, customer retention and customer success efforts must be seen as a shared value across the enterprise. Gathering the right data and acting on it can prevent churn and even help you capitalize on upsell opportunities. Get the Whole Enterprise Involved.

SaaS 87

SaaS Upselling Enterprise Best practices 87

TeleDirect

JULY 1, 2021

The goal of every firm is to transition from prospecting to upselling – and that’s the main goal of any appointment setting platform. Telesales & upsells. Speaking of upselling – does your outbound system have a solid telesales & upsells application in place? Seminar & event registration.

Call Center 62

Call Center Upselling Healthcare outsourcing 62

Totango

DECEMBER 21, 2021

Effective customer success automation relies on the strategic use of technology to communicate with customers at key points and event triggers in their customer journey. It also can create an opportunity for upsell offers when applicable. Milestone Messaging as a Customer Success Manager Automation Strategy. Onboarding Tutorials.

Management 106

Management Best practices Upselling Accountability 106

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. We have Account Managers that are accountable for the cross-sells, upsells, and renewals with our customers. But they have to be working very closely together. .

Accountability 156

Accountability Feedback Sales Upselling 156

Totango

AUGUST 11, 2022

Digital interactions that inform SaaS client relationships span the range of the customer journey , from pre-purchase marketing engagements to onboarding to subscription renewals, upsells and brand advocacy. Customer satisfaction and feedback surveys. Upsell purchases. Examples include: Search engine queries and ads. Video chat.

SaaS 106

SaaS Journey mapping B2B Feedback 106

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. Visit our events page frequently for future updates of where we’ll be. In 2023, Totango is taking its show on the road.

Metrics 84

Metrics Upselling Accountability Enterprise 84

ChurnZero

FEBRUARY 14, 2023

As we note in an example on Churnopedia : “Your business enters January with an MRR of $27,000 and exits January with an MRR of $35,000 (due to upsells) from the same customers at the start of the month. It’s important to note that NRR can exceed 100%. And your business exits January with $5,000 in revenue churn due to contract expirations.

Metrics 94

Metrics SaaS Customer retention Construction 94

Totango

SEPTEMBER 29, 2020

It is the sum of the profit you make from your customers over time, rather than any single sales event, and it is the most accurate method of anticipating revenue in a customer-centric, Software-as-a-Service (SaaS) environment. Customer lifetime value (CLV) is a glimpse into your enterprise’s future.

SaaS 104

SaaS Enterprise Metrics Upselling 104

CSM Practice

JULY 6, 2020

The Pacific Crest 2016 survey shows that the median cost of acquiring an ACV dollar for new customers is $1.16. On the other hand, the median cost of acquiring the ACV dollar for plan expansions and upsells is only about $0.20 There are three types of expansion selling plays you can make for your installed customer base: 1. Upsell.

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Practice

JULY 6, 2020

The Pacific Crest 2016 survey shows that the median cost of acquiring an ACV dollar for new customers is $1.16. On the other hand, the median cost of acquiring the ACV dollar for plan expansions and upsells is only about $0.20 There are three types of expansion selling plays you can make for your installed customer base: 1. Upsell.

SaaS 71

SaaS Upselling Accountability Sales 71

Nicereply

MAY 16, 2023

And it’s not just a one-time event – it’s a continuous journey that starts with the first interaction and continues throughout the customer’s lifecycle, and email marketing is a key component of it. An effective upsell email should be personalized and focused on the customer’s needs.

Upselling 52

Upselling Feedback Best practices Personalization 52

Totango

JUNE 23, 2020

Regularly Survey Customers. Strong scores could encourage you to take action in the form of upsell, cross-sell, and expansion campaigns , or by developing a customer case study or asking the customer to speak at an event. Send NPS surveys to customers by segment. Regularly Survey Customers. Turn Data into Actions.

Best practices 62

Best practices Brand ambassadors Surveys Enterprise 62

PeopleMetrics

MARCH 16, 2020

Taking action on an individual customer response to a survey about a recent experience is the most direct evidence of ROI for VoC programs. This blog post is about the alerts that are triggered based on a customer response to a survey. Alerts allow companies to recover lost customers, recognize star employees and generate new leads.

Morale 78

Morale Upselling Surveys Coaching 78

CustomerSuccessBox

DECEMBER 13, 2021

It enables CSMs to retain customers with confidence, drive adoption to deliver value, and make sure shot upsells. It correlates all of these, i.e. hundreds of data points and millions of tracked feature events with renewal history, to learn what really drives renewals and upsells. At its core, the AI takes all of.

Journey mapping 52

Journey mapping Customer advocacy Upselling Big data 52

ChurnZero

DECEMBER 15, 2021

Teams can also use Customer Success software to quickly check if an account is still in good standing by looking at customer health scores, recorded survey responses, and financials. . These can be set up to target just the right customers, at just the right time, with the most relevant upsell offers. Marketing Content Reinforced.

Sales 98

Sales Marketing Accountability Surveys 98

aircall

DECEMBER 1, 2017

Next, you’ll have to accept invites to industry events and deliver captivating keynotes. Gather Feedback in NPS Surveys Only. So to keep positive sentiment under control, make it clear that you only want to hear customer feedback when it comes in the form of an NPS survey response — and preferably no more than once per year.

Construction 90

Construction Feedback Upselling Surveys 90

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. Extend Your Customer Data Gathering Capabilities

Upselling 83

Upselling Contact Center Analytics Surveys 83

OctopusTech

JULY 21, 2023

Customer relationship management software is generally used by the sales team to know the purchase history of users, monitor and track interactions, and for upselling opportunities. Businesses can gather feedback from a variety of sources, including surveys, social media, and customer support encounters, by managing their customer data.

Best practices 62

Best practices Management Upselling Sales 62

JivoChat

JUNE 9, 2021

A recent survey showed that a whopping 90% of consumers expect an instant response when they have customer-service-related inquiries. Conduct surveys. Businesses use chatbots to learn more about their customers by conducting surveys. Upsell and cross-sell. Most customers expect immediate responses. Source: Jenny.

Chatbots 52

Chatbots Marketing Upselling Surveys 52