ProProfs Blog

APRIL 5, 2019

In its data-driven marketing survey in 2015, Gartner reported that companies would migrate towards making their decisions based on quantitative data. Survey data helps fill in this gap. It provides the answer to why customers behave the way they do, how they feel about the brand, what more they want. The “why?”

Surveys 122

Surveys Upselling Employee engagement Sales 122

Global Response

FEBRUARY 26, 2024

Let’s explore how to improve your customer service. Here are a handful of tips for how to best do so: Adopt an omnichannel approach that allows customers to reach you across all channels. Develop a comprehensive online knowledge base , FAQs, and how-to guides to empower customers to solve problems independently.

Call Center 62

Call Center Customer Service outsourcing CRM 62

Totango

DECEMBER 29, 2021

Knowing how to build a customer-centric roadmap helps you align your product development with what your clients truly want. This promotes customer satisfaction, benefiting your clients and bringing your business higher retention rates and upsell revenue. Why You Need to Know How to Build a Customer-Centric Roadmap.

Customer centricity 97

Customer centricity SaaS Upselling Metrics 97

Win the Customer

JANUARY 20, 2020

This article will look at why a business should integrate live chat as well as AI to their eCommerce business as well as how to integrate them correctly to your eCommerce business. 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.

Chatbots 159

Chatbots Feedback Surveys Sales 159

OctopusTech

MARCH 28, 2022

So, the question arises is how to lead your team and achieve a great customer experience? A strong strategy of customer success provides a vision of how a customer is using your product and associated resources that eventually achieve their goals. Conduct a survey at each stage in the customer’s life cycle.

Feedback 62

Feedback Surveys Upselling outsourcing 62

ShepHyken

JULY 26, 2021

workers surveyed by consulting firm Eagle Hill said that the employee experience impacts their ability to serve customers. How to Build Customer Loyalty with a Thank You Page by Thomas Griffin. My Comment: Reading surveys and feedback from our customers tells you if you’re doing a good job. “Sixty-four percent of U.S.

Customer Service 254

Customer Service Customer retention Contact Center Upselling 254

Balto

OCTOBER 2, 2022

We asked respondents which of the following activities their agents engage in on the phones: Upselling to customers (encouraging them to purchase a higher-end product) Cross-selling to customers (encouraging them to purchase related items) Asking for online reviews Gathering customer information for marketing purposes (ex. Answer Choices.

Contact Center 52

Contact Center Upselling Sales Surveys 52

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. How to Build An Early Customer Warning System. We find this solution works best for teams operating in a high- to medium-touch engagement model.

Upselling 65

Upselling Accountability Customer retention Metrics 65

Quiq

FEBRUARY 23, 2022

Dive into web chat software and explore how to integrate it into your e-commerce strategy. How does web chat software work? How to use web chat for e-commerce. Maybe they’re looking for more product specs, or they aren’t sure how to determine their sizing. Provide personalized upsell opportunities.

Chatbots 52

Chatbots Upselling Abandon rate Surveys 52

JustCall

MAY 4, 2023

These metrics can be used to understand how effective the existing strategies and workflows are. How to track sales quota? Provide feedback to sales reps on their performance regularly. How to perform win/loss analysis? How to measure customer satisfaction scores? How to boost CSAT scores?

Sales 52

Sales Metrics Analytics CRM 52

JustCall

MAY 4, 2023

These metrics can be used to understand how effective the existing strategies and workflows are. How to track sales quota? Provide feedback to sales reps on their performance regularly. How to perform win/loss analysis? How to measure customer satisfaction scores? How to boost CSAT scores?

Sales 52

Sales Metrics Analytics CRM 52

Nicereply

NOVEMBER 21, 2022

That’s why in this article, we are going to focus on showing you how to retain your customers with the help of a few effective tools and solutions. How to Calculate CRR? Nicereply is a tool that will help you gather feedback from your customers. Losing customers is something that every business fears. What is Customer Retention?

Customer retention 98

Customer retention SaaS Upselling Analytics 98

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

MAY 5, 2021

How comfortably they can integrate the product into their daily workflow. How easily they can access support/educational materials. How well the product meets their needs. There are a variety of surveys and metrics you can use to measure these different elements. Customer Satisfaction Surveys (CSAT).

Customer Experience 118

Customer Experience Education Customer centricity Metrics 118

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. How to measure CSAT from Pipedrive using Nicereply.

Sales 52

Sales Surveys Upselling Feedback 52

CustomerSuccessBox

MAY 9, 2022

The pros (new customer ARR, upsells) and cons (no new customer ARR, no upsells) should be highlighted on this Customer Success dashboard (downgrades and churn). Customer feedback is the first and most obvious place to seek information on what your consumers think of your product or service. Voice of Customer.

Metrics 52

Metrics Upselling Customer advocacy CRM 52

Lumoa

MAY 29, 2018

There are four main ways how you could involve promoters in growth strategy with different outcomes at the end. 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.

Upselling 88

Upselling Advertising Feedback SaaS 88

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

TeleDirect

APRIL 7, 2021

For those faithful clients who’ve been with you a while, knowing how to improve customer lifetime value (CLV) is a critical element of solid business growth. But what exactly is CLV, and how can you use it to boost your bottom line? Let’s look at some ways on how to improve customer lifetime value. But what else can you do?

Upselling 99

Upselling Business Process Outsourcing Call Center call center solutions 99

CSM Magazine

DECEMBER 13, 2023

There are several ways you can bridge this gap: Conduct surveys, gather feedback, or analyze their reviews. Create a system that collects feedback regularly. Use feedback to improve data systems and processes continuously. How to mitigate this? Leverage customer data when creating cross-sell upsell recommendations.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

Education Services Group

NOVEMBER 22, 2021

How, exactly, do you do that? How to choose your customer health model. 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.

Upselling 52

Upselling Metrics Enterprise Feedback 52

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

Balto

AUGUST 3, 2022

We surveyed 361 executives across the United States for the purpose of this survey. Figure 1: Geographic Distribution of Survey Participants. Figure 2: Gender Distribution of Survey Participants. Figure 3: Age Distribution of Survey Participants. Figure 4: Title Breakdown of Survey Respondents. Demographics.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

Totango

OCTOBER 20, 2020

How comfortably they can integrate the product into their daily workflow. How easily they can access support/educational materials. How valued they feel as customers. There are a variety of surveys and metrics you can use to measure these different elements. Customer Satisfaction Surveys (CSAT).

Customer Experience 84

Customer Experience Education Customer centricity Metrics 84

Vcaretec

AUGUST 8, 2023

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. It enables you to take into account their preferences, ideas, and viewpoints.

outsourcing 52

outsourcing Customer Care Sales industry standards 52

Fonolo

JULY 5, 2023

How they approach upselling opportunities Upselling is something that all your customer-facing employees should be doing — not just sales. How to Manage Customer Perception Managing customer perceptions and expectations is essential to successfully running a customer service department. And don’t forget to follow up!

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

NobelBiz

FEBRUARY 14, 2023

Additionally, by using CRM to analyze customer data, contact centers can identify new sales opportunities and cross-selling and upselling opportunities. CRM can also provide insights into customer interactions and feedback, which can be used to improve communication and tailor messages to the customer.

CRM 52

CRM Contact Center Metrics Benchmark 52

Totango

SEPTEMBER 20, 2022

Showing customers how to unlock product value by explaining features through demonstration videos, tutorials, and FAQ resources. Offering customized upsells geared toward customer needs and product usage patterns. Higher retention creates more opportunities for upsells and referrals, increasing revenue.

B2B 82

B2B SaaS Education Brand ambassadors 82

Totango

SEPTEMBER 18, 2020

Support and escalation feedback: What challenges or support has the customer encountered? You should always consider how you can best apply this data to nurture customer growth. Receiving direct feedback from your customer is a unique advantage. Support and Escalation Feedback. Voice of Customer.

Metrics 62

Metrics Enterprise Feedback Upselling 62

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

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. Gross upsell. For example, you could link metrics directly to specific campaigns in order to get timely feedback. Let’s take a closer look at each metric. Outcome Metrics.

Metrics 72

Metrics Upselling Accountability Enterprise 72

Amity

JULY 4, 2017

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?” But there’s even more you can do to power up your Customer Health Score and NPS program when you integrate a customer feedback platform with your Customer Success Platform.

Surveys 66

Surveys SaaS Feedback Customer advocacy 66

Nicereply

JANUARY 11, 2022

They are also more receptive to upselling and suggestions. Plus, by proactively contacting a wider audience, you’ll be able to source feedback from your entire customer base (not just the ones that write into customer service). If you’re struggling with how to reach out and say “hey”, we’ve got you covered. Add a Survey.

Customer Service 98

Customer Service Surveys Feedback Upselling 98

Totango

JUNE 4, 2021

We’ll show you how to multiply opportunities for engagement through strategies such as personalization, in-app messaging, customized promotions and loyalty programs. We’ll also show you how technology can help you automate your engagement strategy. Ask for Customer Feedback. Engagement is key to retention and referrals.

B2C 62

B2C Upselling Journey mapping B2B 62

Win the Customer

JANUARY 20, 2020

This article about woodworking will look at why a business should integrate live chat as well as AI to their eCommerce business as well as how to integrate them correctly to your eCommerce business. A survey by eMarketer found that 63% of people surveyed were much more likely to come back to a website which offers live chat.

Chatbots 52

Chatbots Feedback Surveys Sales 52

CustomerSuccessBox

MARCH 7, 2022

But the point is how to increase it, whether it’s low-value customers or high-value customers? That is how to use your product to get the outcomes they expect. 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!

Upselling 52

Upselling Feedback SaaS Surveys 52

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. As part of the roll-out of their new customer success program, Lucid wanted to focus on how to manage and engage their key stakeholders. Collect & document feedback .

Accountability 155

Accountability Feedback Sales Upselling 155