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. Encouraging more significant product usage.

Customer retention 98

Customer retention Upselling CRM SaaS 98

Totango

NOVEMBER 23, 2021

For example, if you don’t know that a new customer is experiencing onboarding issues, you can’t reach out to help them. 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.

Upselling 91

Upselling CRM Revenue potential Feedback 91

TeleDirect

APRIL 7, 2021

For example, let’s say you have a lawncare service. Here are five proven ways to boost customer lifetime value: Offer high-value upsells. From premium subscriptions to additional services – using our lawncare service example, perhaps snow removal “upsell” in the winter – there are always opportunities to keep your clients satisfied.

Upselling 99

Upselling Business Process Outsourcing Call Center call center solutions 99

JivoChat

FEBRUARY 7, 2021

And then, we’ll look at some examples of when to use the various live chat triggers to improve support and boost conversion rates. For example, landing on the JivoChat homepage, you might see an automated proactive chat message like this: “Psst! Surveys show that over 70% of consumers prefer using live chat for customer service.

Abandon rate 52

Abandon rate Upselling Sales Personalization 52

Nicereply

NOVEMBER 21, 2022

Let’s look at an example: You want to calculate your CRR for the last year. However, to ensure that you achieve a CRR like in our example, you will need some help, and we’ve prepared a list of tools you can use. Nicereply is a tool that will help you gather feedback from your customers. CRR = [190-25/180] X 100. CRR = 91.6%.

Customer retention 98

Customer retention SaaS Upselling Analytics 98

Horizon CX

FEBRUARY 29, 2024

Missed Opportunities for Upselling and Cross-Selling: Genuine care and personalized interactions create opportunities to upsell or cross-sell additional products or services. Lead by Example : Leadership plays a critical role in shaping organizational culture and behavior.

Morale 52

Morale Customer centricity Upselling Feedback 52

Win the Customer

JANUARY 20, 2020

eDigital surveyed in 2013, where 73% of people surveyed said that they preferred live chat to use email, SMS, social media, the phone, and so on. A survey by eMarketer found that 63% of people surveyed were much more likely to come back to a website which offers live chat. The Benefits of Live Chat Software.

Chatbots 159

Chatbots Feedback Surveys Sales 159

SoliCall

AUGUST 2, 2023

2 – Performance Feedback and Coaching. Implement a robust performance feedback system to provide agents with constructive feedback. Examples include average call handling time, customer satisfaction ratings, first-call resolution rate, and upselling/cross-selling targets. 3- Clear Performance Metrics.

Call Center 52

Call Center First call resolution Construction call center software 52

Global Response

JULY 3, 2023

For one, you can ask your customers directly—through surveys, individual feedback, and so on. Sure, they’ll send marketing communications or promotions for sales, but what about reaching out for feedback? Get feedback and follow up. Get feedback and follow up. How do you get this data, though?

Call Center 62

Call Center outsourcing Customer centricity Upselling 62

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 97

Customer centricity SaaS Upselling Metrics 97

Fonolo

JULY 5, 2023

How they approach upselling opportunities Upselling is something that all your customer-facing employees should be doing — not just sales. We have much more detailed information about surveying later in this blog. Then, look for opportunities in your customer journey to ask simple questions that give you contextual feedback.

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

Totango

JUNE 4, 2021

For example, you can set up Totango Spark’s SuccessBLOC modules to trigger automated messages based on specific customer behaviors. 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. Ask for Customer Feedback. Reward Customer Loyalty.

B2C 62

B2C Upselling Journey mapping B2B 62

ShepHyken

JULY 31, 2020

Let’s take Acquire, for example. It is a great growth hacking tool for companies with continually evolving standards as it merges CX and customer service to help the customer understand your novel offerings, all the while increasing upselling opportunities and shortening the sales cycle.

Customer Experience 271

Customer Experience Customer Service Chatbots Upselling 271

Totango

SEPTEMBER 20, 2022

Offering customized upsells geared toward customer needs and product usage patterns. For example, a B2B provider might establish and automate standard onboarding procedures designed to ensure that new customers receive the guidance they need to begin using a product in a timely manner. Incorporating feedback.

B2B 82

B2B SaaS Education Brand ambassadors 82

Totango

SEPTEMBER 13, 2022

To give a customer success playbook example, let’s say a customer has just started the onboarding process. For example, you can design a customer success renewal playbook for clients whose subscription is nearing expiration. Expansion of product usage through upsells. Adoption of advanced features.

SaaS 86

SaaS Upselling Best practices Customer retention 86

ChurnZero

MARCH 24, 2023

Using only NPS to measure a CS team is far too narrow, it’s easy to game (depending on who you survey and how you cut the data), and it lacks context. For example, I was at a previous company where we thought we had churn down, and so we pivoted to comping our CSMs on CS-identified upsell. Here’s why.

Upselling 98

Upselling Metrics SaaS Sales 98

ChurnZero

MARCH 24, 2023

Using only NPS to measure a CS team is far too narrow, it’s easy to game (depending on who you survey and how you cut the data), and it lacks context. For example, I was at a previous company where we thought we had churn down, and so we pivoted to comping our CSMs on CS-identified upsell. Here’s why.

Upselling 97

Upselling Metrics SaaS Sales 97

Totango

APRIL 2, 2019

Gather feedback. 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. Gather Feedback. Customize notifications and health scores.

Journey mapping 105

Journey mapping Upselling Accountability Feedback 105

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 155

Accountability Feedback Sales Upselling 155

CustomerSuccessBox

MARCH 7, 2022

Let’s take an example of a customer who has bought the subscription of a basic plan worth $70/ month and is taking up to 1 year. Let’s say you have developed something new and want to receive feedback in return, then giveaway upgrades for free but in return for feedback for improvisation! Collect Customer Feedback.

Upselling 52

Upselling Feedback SaaS Surveys 52

Enghouse Interactive

SEPTEMBER 24, 2021

For example, customer feedback surveys can analyse if a poor customer service interaction has triggered a customer to leave and provide insights on how this can be avoided in future. Making it easy to upsell and cross-sell. For example by asking people who have a really positive customer interaction to leave a review.

Upselling 51

Upselling Entertainment Feedback Surveys 51

Lumoa

MAY 29, 2018

Upsell to existing customers =increase customer lifetime value, or CLV 4. The most precious information you can get from customer feedback is actually the text feedback that will help you to shape your business strategy. That's an example dashboard of impact drivers. Introduce a referral program =find new sales leads 3.

Upselling 88

Upselling Advertising Feedback SaaS 88

Quiq

FEBRUARY 23, 2022

Decide how you want to sound and then give your team examples to help them translate it to chat conversations. For example, Quiq provides features like sentiment analysis and AI-powered text prediction to get fast answers to your customers’ questions. Provide personalized upsell opportunities. Collect customer feedback.

Chatbots 52

Chatbots Upselling Abandon rate Surveys 52

Totango

FEBRUARY 23, 2022

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. For example, a SaaS customer may begin their journey with your brand by reading a review by one of your customers on a software review site. Here, we’ll show you how to create your path to customer success.

SaaS 110

SaaS Journey mapping Upselling Best practices 110

Interactions

JUNE 24, 2022

Your IVA should be able to automate a variety of outbound communications such as notifying customers of important plan information, sending overage alerts and service reminders, and conducting surveys to collect feedback. Handle product support inquiries and increase upsell opportunities. Omnichannel didn’t live up to its name.

Wait times 62

Wait times Self service Upselling Accountability 62

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

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

JustCall

DECEMBER 2, 2022

One of the surveys pointed out that 77% of customers appreciate proactive customer service. Inbound call centers are also ways of getting immediate customer feedback. Upselling and Cross-selling. That is their primary function, but they also seize opportunities to upsell and cross-sell. Boost Customer Satisfaction.

Call Center 52

Call Center Upselling Average Handle Time Abandon Call 52

ProProfs Blog

JANUARY 7, 2022

For example, Uber and Ola perfectly fulfill the needs of people who want an easily accessible method of transportation from anywhere, anytime. But before that, take a look at the following examples. Examples of Product-Market Fit. You can verify it by doing your research and talking to your customers via customer surveys.

Marketing 78

Marketing Surveys Customer retention Metrics 78

ChurnZero

AUGUST 14, 2020

Examples: Salesforce , HubSpot , Netsuite , and Copper. . Examples: Zendesk , Help Scout , Jira Software , Salesforce Desk , and Freshdesk. . For example, create an alert if a customer event decreases by X% over Y time period as a sharp decline in logins or core function usage indicates they are no longer engaged with your product.

CRM 87

CRM Finance Upselling Accountability 87

Totango

MARCH 4, 2022

Common examples of B2B customer service issues that arise in a SaaS context include: Billing problems. For example, the Totango customer success platform can be set up to trigger automated emails for customers experiencing common support issues, providing them with links to relevant tutorials or other helpful information.

B2B 91

B2B Customer Service Interactive Voice Response B2C 91

JustCall

MARCH 10, 2023

3 Customer Service Workflow Examples Use-Case #1: Customer Onboarding Workflow What it is: Customer onboarding is the process of introducing new customers to your product or service and helping them become successful users. You can provide progress updates and ask for feedback to ensure that they are getting the support they need.

Customer Support 40

Customer Support Feedback Upselling Accountability 40

Amity

MARCH 1, 2018

For those of you who might be new to this, NPS is a simple one-question survey in which you ask your customer “How likely are you to recommend our product to friends or colleagues?” Gather feedback at key points of the customer journey to give more context and meaning to your NPS score. You may lose customers if you lag.

Customer advocacy 73

Customer advocacy Surveys Upselling Feedback 73

TeleDirect

JULY 1, 2021

For example, insurance firms require different needs than financial service providers. For example, the annual tax season means that tax preparation firms, banks and other financial firms need extra call support leading up to April 15 th. Telesales & upsells. Constant feedback.

Call Center 62

Call Center Upselling Healthcare outsourcing 62

delighted

MARCH 30, 2021

According to one study , companies who improve engagement increase their ability to cross-sell by 22% and upsell by as much as 51%. Showing your customers that you understand and value their insights can be done by asking them for feedback, analyzing that feedback, and then applying it strategically towards making business improvements.

Feedback 52

Feedback Surveys Upselling Customer centricity 52

Callminer

SEPTEMBER 14, 2020

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. For example, companies can ask their call agents to check on their customers concerning the pandemic. Examples would be: Selling products. Time spent waiting.

Call Center 182

Call Center Analytics First call resolution Metrics 182

inmoment

AUGUST 10, 2020

Upselling Established Customers. For example, these programs often make it simple for practitioners to survey customers who reach out to contact centers, garner feedback, and turn it into actionable intelligence. Method #3: Upselling Established Customers. Customer Retention & Recovery.

B2B 52

B2B Upselling Customer retention Metrics 52