ChurnZero

DECEMBER 17, 2021

In the SaaS industry, Customer Success upsell and cross-sell opportunities are commonly incorporated into expansion management. Don’t nudge customers toward a cross-sell or upsell when they’ve only just finished their onboarding process. Any Customer Success upsell or cross-sell offer must be timed perfectly.

Management 98

Management Upselling SaaS Education 98

JustCall

OCTOBER 15, 2023

Real calls present unpredictable challenges, nuances, and emotions that theory can’t cover. Delayed and Imprecise Feedback Picture an agent making a mistake on Monday but only hearing about it on Friday. Instant, precise feedback ensures that agents can immediately rectify mistakes and internalize lessons.

Coaching 52

Coaching Metrics Feedback Upselling 52

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. Customer Enablement vs. Sales Enablement.

B2B 82

B2B SaaS Education Brand ambassadors 82

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? It’s about being agile enough to adapt strategies based on performance data and market feedback.

Employee engagement 105

Employee engagement outsourcing Upselling Customer retention 105

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

Global Response

FEBRUARY 26, 2024

To achieve this, several key factors need to be present in every interaction: Responsiveness : Customer service representatives quickly and efficiently respond to customer inquiries and concerns. Integrate technology to easily collect customer feedback through surveys, feedback forms, and social listening tools.

Call Center 62

Call Center Customer Service outsourcing CRM 62

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

ChurnZero

SEPTEMBER 14, 2021

If your customer can benefit from a product upgrade or feature upsell, then it’s your duty to make your customer aware of the opportunity. You do your customer a disservice by using your fear of selling as an excuse to not present them with solutions that would benefit them. . Should Customer Success own the renewal and/or upsell?

Sales 94

Sales Upselling Morale SaaS 94

ChurnZero

DECEMBER 17, 2021

In the SaaS industry, Customer Success upsell and cross-sell opportunities are commonly incorporated into expansion management. Don’t nudge customers toward a cross-sell or upsell when they’ve only just finished their onboarding process. Timing is Everything Any Customer Success upsell or cross-sell offer must be timed perfectly.

Management 52

Management Upselling SaaS Customer retention 52

Netomi

FEBRUARY 21, 2024

Post-departure, they assist in gathering feedback, managing follow-ups, and maintaining engagement, which is vital for customer retention. Integrating Chatbots with Existing Hospitality Systems Integrating chatbots into existing hospitality systems presents unique opportunities and challenges.

Chatbots 40

Chatbots Upselling Feedback Personalization 40

ChurnZero

MARCH 24, 2023

In Gabby Wong’s presentation, “ The new ‘C’ in CEO ,” she shares all the places where her company measures NPS. 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. Everyone started looking at the dollars and focusing on these upsells.

Upselling 98

Upselling Metrics SaaS Sales 98

ChurnZero

MARCH 24, 2023

In Gabby Wong’s presentation, “ The new ‘C’ in CEO ,” she shares all the places where her company measures NPS. 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. Everyone started looking at the dollars and focusing on these upsells.

Upselling 97

Upselling Metrics SaaS Sales 97

Totango

OCTOBER 20, 2022

CSMs act as the voice of the customer bringing user experience feedback to the product team. Customer success managers are critical at SaaS companies, where they help deliver results that promote subscription renewals and upsells. CSM role duties may vary by company. What Makes a Good Customer Success Manager? Problem-Solving.

Management 90

Management Upselling Coaching Best practices 90

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

ChurnZero

SEPTEMBER 16, 2021

If your customer can benefit from a product upgrade or feature upsell, then it’s your duty to make your customer aware of the opportunity. You do your customer a disservice by using your fear of selling as an excuse to not present them with solutions that would benefit them. . Should Customer Success own the renewal and/or upsell?

Sales 52

Sales Upselling Morale SaaS 52

Global Response

DECEMBER 21, 2022

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. A dedicated QA team can evaluate, improve, and implement changes and feedback.

Call Center 62

Call Center Outbound sales Feedback Best practices 62

JustCall

MAY 8, 2022

Sentiment analytics is an integral part of conversation intelligence tools that provides actionable insights from multiple customer feedback channels. Upsell and drive more value from each customer. With the help of sentiment analysis, you can locate customers who are happy with your product/service and try to upsell them.

Analytics 52

Analytics Feedback CRM Upselling 52

CSM Magazine

MAY 16, 2023

The Voice of Customer (VoC) is an invaluable asset for businesses, providing crucial insights into the needs, preferences, and feedback of customers and prospects. By prioritising customer value and care, customers are more likely to engage in upselling opportunities and even become brand advocates, recommending the company to others.

B2B 52

B2B Customer Support outsourcing Customer centricity 52

CustomerSuccessBox

JULY 2, 2020

Plus an opportunity to present the future planning to get a customer’s feedback and sow the seeds for renewal and / or upsell. So, all major stakeholders (executives, sponsor, CSM from the customer’s side and the account manager, executive, CSM from your team) are expected to be present in this QBR.

SaaS 52

SaaS Upselling B2B Feedback 52

ChurnZero

FEBRUARY 23, 2023

Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. Review the support tickets and product feedback from customers who churned; Ask your sales team why a customer left; and Interview customers who are leaving or have left. That task falls to your Customer Success team.

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. Review the support tickets and product feedback from customers who churned; Ask your sales team why a customer left; and Interview customers who are leaving or have left. That task falls to your Customer Success team.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

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

CustomerSuccessBox

SEPTEMBER 7, 2021

But it also bought a sea of opportunity for people who could see beyond the present turbulent times. Also, it is important to get their feedback and improve your service. Determine the touchpoints based on the feedback, deliver accordingly, and drive feature usage. And in all these -the common thread- Customer Success.

Journey mapping 96

Journey mapping Engineering SaaS Upselling 96

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. And for a good reason, too. Why measure CSAT in sales?

Sales 52

Sales Surveys Upselling Feedback 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

AskNicely

SEPTEMBER 25, 2018

Here’s why: According to The 2018 NPS Benchmark Study, when high-level executive support is present, an organization is twice as likely to successfully build an advanced NPS (Net Promoter Score) program. While that seems non-quantifiable, using NPS to action customer feedback does just that. Increase in sales / upsells and referrals.

Customer advocacy 60

Customer advocacy Benchmark Upselling Feedback 60

CustomerSuccessBox

FEBRUARY 14, 2019

The major KPIs of a Customer Success Manager are: Increase Lifetime Value (LTV) of the customers (by upsells, cross sells etc). Source: Maranda Ann Dziekonski’s presentation in the webinar “ How to start a career in Customer Success ”). Proactively provide feedback to the product team. Create upsell opportunities.

Management 67

Management Upselling SaaS Sales 67

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

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. If a business wants to be successful in the present and the future, then it has to make an informed data-driven decision.

Best practices 62

Best practices Management Upselling Sales 62

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

Nicereply

OCTOBER 17, 2022

Since only a small portion of your customers respond to these surveys, proving that their feedback is worth listening to can be challenging. It’s tempting to view positive feedback as a pat on the back and walk away from the negative ones with a shrug or the thought, “Fair enough. Solicit feedback from your customers.

Surveys 59

Surveys Feedback Metrics Upselling 59

Expivia

MAY 9, 2021

Associates should include some sort of call to action , like a cross-sell or upsell, as well as any necessary disclosures before they close the call. However, how you present your findings on their performance matters. You can’t occasionally put your “QA” hat on and give one-off feedback to your agents. Create a Scorecard.

Call Center 98

Call Center Education call center association Analytics 98

AskNicely

JUNE 6, 2018

We are pleased to present one of the evening’s most-loved stories (the first of many that we’ll share) from Farhad Ghafarzade, founder and owner of Green Drop Garage. A membership-based inclusive approach to car care where customers are treated more like VIP guests and less like potential upsell targets. Love your feedback!

Upselling 60

Upselling Customer centricity Feedback Sales 60

Fonolo

JULY 5, 2023

How they approach upselling opportunities Upselling is something that all your customer-facing employees should be doing — not just sales. Then, look for opportunities in your customer journey to ask simple questions that give you contextual feedback. Qualitative customer feedback is essential.

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

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. But gladly, that’s what customer success managers do! Aggregate level data.

Management 52

Management Upselling Feedback Metrics 52

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. You never know where the next great idea might come from.

Management 48

Management Average Handle Time Upselling Coaching 48

Fonolo

FEBRUARY 14, 2019

It’s important to monitor agents who see an increase in calls to management, missed upselling opportunities, and customer complaints, as these agents may be exhibiting signs of burnout. This may initially present itself as impatience, frustration, or mild irritability. Absenteeism and Adherence to Schedule. Emotional Outbursts.

Agent burnout 80

Agent burnout Call Center Gamification Contact Center 80