ChurnZero

MARCH 24, 2023

1: Is NPS a Customer Success metric? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. Here’s why. Value is very hard to measure.

Upselling 98

Upselling Metrics SaaS Sales 98

ChurnZero

MARCH 24, 2023

1: Is NPS a Customer Success metric? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. Here’s why. Value is very hard to measure.

Upselling 97

Upselling Metrics SaaS Sales 97

GetFeedback

AUGUST 16, 2018

Here’s a look at the top 11 customer service metrics you should start measuring today. Customer Happiness Metrics. These three metrics correlate with customer loyalty and retention more strongly than support efficiency metrics. At face value, NPS is a pretty simple metric—one score per customer, one overall score.

Metrics 79

Metrics Customer Service Surveys Self service 79

OctopusTech

JUNE 29, 2023

They will reach out to active and potential buyers, present their products and services to them, and then follow up with the leads. Outbound contact center operators will contact current customers to collect their reviews and feedback on your products and services or to share their recent experiences with your company.

Customer retention 62

Customer retention Call Center Upselling outsourcing 62

Real Blue Sky

NOVEMBER 21, 2023

By implementing robust feedback mechanisms, you can gain insights into why customers might be leaving. Is it a product issue, a service mishap, or something more systemic? These metrics act as a pulse check, revealing the health of various operations and initiatives. Once you understand the “why,” you can begin to address it.

Employee engagement 105

Employee engagement outsourcing Upselling Customer retention 105

Totango

SEPTEMBER 20, 2022

Monitoring customer satisfaction metrics and intervening when low satisfaction levels are detected. Offering customized upsells geared toward customer needs and product usage patterns. Higher retention creates more opportunities for upsells and referrals, increasing revenue. Customer Enablement vs. Sales Enablement.

B2B 82

B2B SaaS Education Brand ambassadors 82

ChurnZero

FEBRUARY 23, 2023

Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. The key to effectively managing a customer lifecycle is metrics.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. The key to effectively managing a customer lifecycle is metrics.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

DECEMBER 17, 2021

In the SaaS industry, Customer Success upsell and cross-sell opportunities are commonly incorporated into expansion management. Churn rate is a major metric for SaaS companies to keep an eye on. Don’t nudge customers toward a cross-sell or upsell when they’ve only just finished their onboarding process.

Management 52

Management Upselling SaaS Customer retention 52

Global Response

DECEMBER 21, 2022

If Customer Satisfaction Scores (CSAT) is a metric you’re tracking (and it should be!), For call centers that don’t handle outbound sales, a QA process can also be useful for any inbound sales—whether that’s a customer upsell, upgrade, or renewal; a recommendation for a product the customer inquires about; or another type of sales activity.

Call Center 62

Call Center Outbound sales Feedback Best practices 62

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. CSAT has been a staple customer support metric for decades. It’s simple to understand, easy to implement, and provides actionable feedback to improve operations.

Sales 52

Sales Surveys Upselling Feedback 52

Totango

MARCH 10, 2020

Prioritize Escalations and Cherish Feedback. Prioritize Escalations and Cherish Feedback. Direct Voice of Customer information usually arrives in two forms; in response to feedback requests and through escalations. To do that, we can use these 5 customer experience tips: Turn Customer Hopes into Personal Goals.

Customer Experience 93

Customer Experience Upselling Feedback SaaS 93

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

Talkdesk

AUGUST 7, 2017

The origins of customer satisfaction (or CSAT), as a metric, date back to the 1970s — an era in which the business world was much more obsessed with supply chains and pricing than customers or service. These companies are able to identify customers who value the product or service and turn them into upsell opportunities.

Metrics 40

Metrics Customer Service Upselling Advertising 40

Talkdesk

AUGUST 7, 2017

The origins of customer satisfaction (or CSAT), as a metric, date back to the 1970s — an era in which the business world was much more obsessed with supply chains and pricing than customers or service. These companies are able to identify customers who value the product or service and turn them into upsell opportunities.

Metrics 40

Metrics Customer Service Upselling Advertising 40

Totango

OCTOBER 6, 2020

To help further your understanding of these important differences, this article will breakdown the customer success vs. customer support dynamic and outline how prioritizing a proactive approach towards client relations can empower you to prevent churn, create value, increase the likelihood of renewal, and encourage upsells/cross-sells.

Customer Support 105

Customer Support Customer advocacy Construction Enterprise 105

Amity

FEBRUARY 26, 2018

Knowing these limitations can present opportunities for future improvements, which could lead to a better product, and ultimately happier customers. The fixed price serves as the baseline and the flexible components allow for other revenue channels like upselling. Review customer feedback. Know your pricing.

Upselling 84

Upselling SaaS Feedback Sales 84

JustCall

MARCH 10, 2023

You can provide progress updates and ask for feedback to ensure that they are getting the support they need. Collect feedback from new customers about their onboarding experience and use it to refine the customer onboarding workflow. to get a comprehensive understanding of customer feedback.

Customer Support 40

Customer Support Feedback Upselling Accountability 40

JustCall

MARCH 6, 2023

Managers should ask themselves what they want to achieve, examine productivity metrics, and have clear objectives for these incentives for call center employees. Detailed Feedback Cash and public recognition need not be the only types of incentives offered. What is working well, and what needs to be improved?

Call Center 52

Call Center Gamification Metrics Upselling 52

CustomerSuccessBox

MAY 12, 2022

Although there is a process of feedback set up, to set things right in designing the product, the close interaction with different customers every day is missing. A product manager may take up surveys and feedback about the performance of the product. Decide on Relevant KPIs and metrics. Aggregate level data.

Management 52

Management Upselling Feedback Metrics 52

Playvox

SEPTEMBER 30, 2022

Your team also builds revenue through cross-selling and upselling. You’re probably using tags to track customer feedback, but without the right reporting, you might find yourself struggling to gather customer insights from the wealth of unstructured data and present them in a way that shows their effect on the business.

Customer Support 67

Customer Support Contact Center Upselling Customer centricity 67

inmoment

JANUARY 14, 2020

But the development and execution of a successful CX strategy can present serious organizational challenges. Choose the right metrics. Measurement is valuable, but not all metrics are useful. To eliminate noise, focus on metrics that gauge progress toward specific business outcomes. Assemble the right team.

Best practices 52

Best practices Metrics Upselling outsourcing 52

ProProfs Blog

JANUARY 7, 2022

The collected customer feedback will effectively help you with product-market fit analysis. So, to measure these essential steps, you have to bring the following product-market fit metrics to the limelight. However, the NPS question could not be considered as the stand-alone metric to accurately measure your product-market fit.

Marketing 78

Marketing Surveys Customer retention Metrics 78

Monet Software

AUGUST 15, 2018

The assessment form plays a central role in framing discussions between agents and managers with an aim toward setting specific performance goals, measuring progress, providing feedback and coaching for improved performance, and rewarding achievements. Find out how Monet Metrics can turbo-charge your performance management efforts

Management 48

Management Average Handle Time Upselling Coaching 48

CustomerSuccessBox

JANUARY 4, 2022

Be open to accepting constructive feedback. Present the right data and value that you delivered. Be prepared with the presentation and all the relevant information that needs to be shown to the customer. Arm yourselves with a clear timeline, plan, and presentation to showcase your progress. Invite the right set of people.

Best practices 52

Best practices Construction Upselling SaaS 52

CustomerSuccessBox

MAY 25, 2022

You’ll see higher retention and upsell with a good and well-planned onboarding strategy in place. Present a solid future plan. From the start of your customer engagement, you should present a strategic plan that lays out where you want to go and how you’ll get there. Set realistic expectations. As simple as that.

SaaS 52

SaaS Sales Upselling B2B 52

ChurnZero

NOVEMBER 4, 2022

A SaaS business’s greatest source of intel is direct customer feedback. They are best positioned to find, synthesize, and contextualize feedback. If your CFO denies your budget requests, be ready to present them with a tradeoff. “If CSMs have the closest relationship with the customer out of any role in the company.

SaaS 98

SaaS Customer centricity Finance Best practices 98

CustomerSuccessBox

APRIL 6, 2022

Collect Feedback. Collect client feedback on your customer success team’s performance once it’s in place. A simple but effective technique to increase engagement is to ask for feedback. Consider feedback on the efficiency with which a customer renewal was handled, for example. Read : Customer Feedback Loop.

Customer centricity 52

Customer centricity Journey mapping Feedback Government 52

Amity

APRIL 3, 2017

As with anything, you need to look at what’s right for your business, team, and customer base, but here are some core metrics and data points that if you are not already tracking, you should be! As you are about to get a lot of metrics thrown at you, I have broken this out into three buckets: The obvious. The kind of obvious.

Upselling 70

Upselling Metrics Feedback Accountability 70

inmoment

JANUARY 14, 2020

But the development and execution of a successful CX strategy can present serious organizational challenges. Choose the right metrics. Measurement is valuable, but not all metrics are useful. To eliminate noise, focus on metrics that gauge progress toward specific business outcomes. Assemble the right team.

Best practices 40

Best practices Metrics Upselling outsourcing 40

Fonolo

JULY 5, 2023

How they approach upselling opportunities Upselling is something that all your customer-facing employees should be doing — not just sales. These help you to gather specific, qualitative information about your CX and can provide some useful actionable metrics. Qualitative customer feedback is essential.

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

JustCall

AUGUST 7, 2023

The tool can also fetch and present information from various systems to keep customers informed about their purchases. By understanding the customer’s preferences and purchase history, you can preemptively present options that match their needs. Plus, you can also cross-sell and upsell like a pro!

Sales 52

Sales Chatbots Self service Accountability 52

SmartKarrot

OCTOBER 18, 2022

Lead pitches to cross-sell and upsell new channels and features that meet client needs to achieve client KPIs. Define and analyze staff metrics to gauge the productivity and efficiency of the team, and develop strategies to maximize performance. Present and review quarterly / monthly meetings.

Upselling 19

Upselling Metrics Education Feedback 19

CSM Practice

APRIL 13, 2021

Identifying opportunities for upselling and cross-selling is one thing a CSM must deliberately focus on to implement proactive expansion selling. While your CSMs likely will be responsible for facilitating these meetings, QBRs are typically most effective when executives from both sides—yours and your customer’s—are present.

Management 52

Management Customer retention Upselling Accountability 52

ChurnZero

AUGUST 14, 2020

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. Track free-trial users for upsell opportunities to convert to paid users. Who owns it? Chat Software.

CRM 87

CRM Finance Upselling Accountability 87

ChurnZero

FEBRUARY 26, 2021

Give Product thematic feedback, not anecdotes. Most Customer Success and Product interactions center around customer feedback. What’s worked for us is to avoid anecdotal feedback, piecemeal conversations, and wanting to share customer feedback as soon as it’s received.”. CSMs felt like feedback went into a blackhole.

Management 59

Management Feedback Sales SaaS 59

Amity

SEPTEMBER 25, 2017

Analyzing feedback and ticket trends is a good way to predict where the customer is heading and keep yourself relevant so they don’t outgrow you. We’ve managed to do so successfully but it always presents a real challenge. What metrics do you watch closely?

B2C 0

B2C SaaS Accountability B2B 0