ChurnZero

MARCH 24, 2023

For example, if you receive an end-user NPS response or notice a pattern in end-user NPS feedback that says, “I hate this product,” and then from the same account, you get decision makers or contract signers saying, “I love this product,” that’s a problem. Everyone started looking at the dollars and focusing on these upsells.

Upselling 97

Upselling Metrics SaaS Sales 97

ChurnZero

MAY 3, 2022

Did you know that, by the end of this week, one-third of internet users* will have watched a tutorial or how-to video? Start with: CSM Mastermind: Sharing Customer Feedback Effectively. We also love their bite-sized CS skills videos that tackle common challenges for CSMs. 1: SuccessHACKER. 2: CSM Practice.

Journey mapping 98

Journey mapping Customer centricity SaaS Education 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 107

Journey mapping Upselling Accountability Feedback 107

ShepHyken

AUGUST 10, 2018

Have you ever gone down a rabbit hole of suggested videos on YouTube? This matter of specialization doesn’t just relate to products but also to product discounts, promotions, upselling, and cross-selling. Or maybe you’ve lost yourself in a thread of related products on Amazon (regretfully). Choosing Channels. Predicting Satisfaction.

Analytics 168

Analytics Upselling Banking CRM 168

ChurnZero

DECEMBER 7, 2023

The play, which delivered simple messaging and quick videos on how to use Demandbase, generated a large increase in usage, and a 33% increase of time spent in-app. Renewal / Expansion Hero: TruVideo Driving upsells and awareness with engaging in-app content.

Accountability 52

Accountability Upselling Sales Marketing 52

CustomerSuccessBox

JUNE 20, 2022

Detect and Act on Upsell & Cross-sell Opportunities. A Customer Success software monitors product usage and engagement level to identify the upsell signals. Thereby you will be able to create alerts and tasks to act upon so that you never miss on any upsell and cross-sell opportunities. Improve user onboarding.

Upselling 52

Upselling SaaS CRM Multi-channel support 52

OctopusTech

MARCH 28, 2022

CSMs are mainly responsible for building customer loyalty, maintaining long-term relationships with customers, upselling new product features to existing customers, and ensuring that their customers get the overall satisfaction from purchasing your product. Conduct a survey at each stage in the customer’s life cycle.

Feedback 62

Feedback Surveys Upselling outsourcing 62

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

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

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

CSM Magazine

JULY 22, 2021

While good for business, this exponential growth makes it difficult for companies to collect feedback and insights from individual users and fully hone in on their customer experience. Communities furthermore, lower service costs and dramatically affect retention and upsell. High engagement aids brand awareness and market positioning.

Advertising 98

Advertising SaaS B2C Engineering 98

SmartKarrot

JUNE 22, 2020

Either by raising the price of the products for new customers, or upselling to your existing customers. For SaaS companies, SaaS Upsell rates is important and the latter is the key to generating revenue by keeping customer acquisition costs minimal, and thereby, unlocking growth opportunities. . Upselling is essential.

Upselling 10

Upselling SaaS Consulting Consulting 10

JustCall

MARCH 10, 2023

Some common training materials include user manuals, video tutorials, and live training sessions. 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.

Customer Support 40

Customer Support Feedback Upselling Accountability 40

ChurnZero

MAY 3, 2022

Did you know that, by the end of this week, one-third of internet users* will have watched a tutorial or how-to video? Start with: CSM Mastermind: Sharing Customer Feedback Effectively CSM Mastermind: Handling High-Risk Customers and Preventing Churn Moments of Truth (playlist): Focused, impactful CS advice from leaders.

Journey mapping 52

Journey mapping Customer centricity SaaS Education 52

Babelforce

SEPTEMBER 15, 2021

It contains welcome videos from senior leaders and information about the company’s customers, service lines, and philosophy. Experienced employees can provide real-time coaching and feedback, which many of them sincerely enjoy doing! 13 Provide quality feedback. Feedback is an essential part of any training program.

Call Center 102

Call Center Scripts Contact Center Airlines 102

ProProfs Blog

JANUARY 7, 2022

The creators had introduced Slack as a tool for internal communication when they were developing a role-playing video game. . Eventually, they have discovered that a plentiful of role-playing video games already exist in the market, and the competition would be tough in order for the product to be successful. Customer Churn Rate.

Marketing 78

Marketing Surveys Customer retention Metrics 78

Calltools

OCTOBER 19, 2022

Upsell and cross-sell products to increase holiday contact center revenue. Setting up a knowledge base or video-based training will help at-home agents navigate work challenges without contacting you. Provide a way for employees to leave feedback about their job roles anonymously. Utilize Remote Employees.

Contact Center 52

Contact Center Gamification Upselling Scripts 52

SharpenCX

FEBRUARY 24, 2023

This helps banks identify cross-selling and upselling opportunities in order to provide products that will help customers reach their financial goals. Four out of ten workers remain actively disengaged when they get little or no feedback from their employers. Provide constructive feedback based upon call recordings.

Banking 76

Banking Personalization Customer Experience Chatbots 76

Education Services Group

NOVEMBER 22, 2021

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. Community is key in customer engagement and feedback. More on that below.

Upselling 52

Upselling Metrics Enterprise Feedback 52

AskNicely

JUNE 6, 2018

A membership-based inclusive approach to car care where customers are treated more like VIP guests and less like potential upsell targets. Stay tuned for more CX Obsession videos, stories, and details on our next event (coming sooner than you think!). Love your feedback! Enter CRaaS: Car Repair as a Service. BOOK A DEMO.

Upselling 60

Upselling Customer centricity Feedback Sales 60

Totango

DECEMBER 21, 2021

It also can create an opportunity for upsell offers when applicable. A great way to introduce new features is to send customers links to how-to videos describing the feature’s benefits and demonstrating how to use it. Announcing new features to customers encourages more active user engagement and product adoption. Renewal Reminders.

Management 108

Management Best practices Upselling Accountability 108

CustomerSuccessBox

MARCH 10, 2022

Send reminders to only the contacts who need them, and create tasks for yourself to assess their ROI and recommend possible upsells. Introduce the consumer to feature Y, explain the benefits, and walk them through the process with written and/or video training. Self-Onboarding for new customers. Get new users up and running quickly.

SaaS 52

SaaS Upselling Education Accountability 52

CustomerSuccessBox

MARCH 27, 2019

Thus, increasing the retention rate, and creating potential opportunity for upsells / cross-sells too. Customer success managers have a lot of responsibilities like increasing retention, decreasing time to value, building key relationships, create upsell opportunities, etc. Decide what to focus on. Liked this blog?

Upselling 66

Upselling SaaS Best practices Feedback 66

SharpenCX

APRIL 28, 2021

And, when the motel began its growth strategy, he gave her the book he wrote during his tenure as CEO of Rose Video, “ Fast Forward to Success: Business the Johnny Rose Way. Ramp up coaching in your contact center and carve out time to give feedback to your agents daily. Give direct feedback. What’s more?

Management 67

Management Coaching Construction Contact Center 67

JustCall

APRIL 5, 2023

Before we look at the top 7 customer success management tools, ensure that the CSM tool you select can: Identify and create accurate customer profiles Capture customer data, history, and feedback in real-time. This includes collating information from surveys, marketing initiatives, and/or team interactions, etc.

Management 52

Management CRM Analytics Customer retention 52

JivoChat

APRIL 8, 2021

Customer engagement tools are software solutions that facilitate ongoing two-way interactions between companies and customers, which enable companies to gather feedback and insights from the target market and allow customers a means of communicating their needs and interests. Supports audio/images/video. Video calls.

Sales 52

Sales Chatbots Brand ambassadors Surveys 52

Totango

AUGUST 14, 2020

Ideally, this long-term partnership will see your customer reach milestones with your help, expand their use of your product, and upsell or cross-sell in other ways. Escalation : Rapid, personalized, and inclusive responses to customer feedback and challenges can actually improve the customer relationship and your product.

Enterprise 77

Enterprise Feedback Upselling Accountability 77

Voxjar

APRIL 9, 2020

3: Delivering QA and Coaching Feedback from Home. While we certainly have more than enough options to communicate remotely with email, Slack, video conferences, and a good old phone call; coming to terms with the added barrier of distance can be a little painful. Delivering QA and Coaching Feedback from Home. Let’s get started.

Coaching 52

Coaching Call Center Analytics contact center workforce 52

JivoChat

APRIL 16, 2023

According to Darshan Somashekhar from Solitaired , “We always talk to our customers and take their feedback before developing our games and that’s why they are so successful.” High-quality product images and videos can also showcase their products to engage customers.

Analytics 82

Analytics Engineering Advertising Sales 82

ChurnZero

AUGUST 14, 2020

Track free-trial users for upsell opportunities to convert to paid users. Solicit feedback to measure customer sentiment toward your product or business. Integrate NPS into a customer’s overall health score to factor in subjective customer feedback. What are the benefits of integrating with Customer Success software?

CRM 87

CRM Finance Upselling Accountability 87

Amity

DECEMBER 12, 2016

Catching customer feedback and pain points early on gives you a chance to prevent problems before they explode or paint your company in a negative light. Increasing Upsell Opportunities. At the end of the day, your boss measures your success at customer management by the renewals and upsells you generate for the product.

Upselling 84

Upselling Entertainment Personalization Education 84

Mindtouch

JANUARY 5, 2017

View the following video with these questions in mind: How many solutions does your company have for supporting the entire customer journey (pre-sale to renewal)? The knowledge and support a customer needs to master using your product or service, leading to renewals, upsells, and ultimately brand-loyal promoters.

Upselling 59

Upselling Engineering Sales Analytics 59

CSM Practice

APRIL 30, 2019

Your customer success manager would likely be responsible for all of your customer’s needs: implementation, support, upsell and renewal. At this stage the customer feedback collected by the customer success managers regularly and communicated back to the product team. Watch A Quick Video Recap Of This Blog: [link].

Upselling 53

Upselling Feedback Customer retention Management 53

SmartKarrot

MAY 13, 2022

Scale the CS team to the needs of the business including, but not limited to, building capabilities around program strategy, solution-based selling, upsell, relationship building, identifying necessary roles & responsibilities needed to improve the customer experience (analytics, etc.). Apply here: [link].

Upselling 19

Upselling Customer centricity Best practices Accountability 19

Inbenta

DECEMBER 14, 2021

They can push promotions in a specific timeframe and recommend or upsell insurance plans by making suitable suggestions at exactly the right moment. Support diversification by recommending, cross-selling, or upselling appropriate products. Engage: Get feedback, receive complaints.

Chatbots 52

Chatbots Upselling Average Handle Time Analytics 52

CustomerSuccessBox

APRIL 29, 2022

They should be able to contact you if they have any problems or need assistance understanding your product, and you should allow them to submit feedback both during and after onboarding. Product upgrades will be haphazard without direct feedback, and will ultimately fail to retain customers. Develop a customer feedback loop.

SaaS 52

SaaS Customer retention Metrics B2B 52

SmartKarrot

JUNE 7, 2023

Delivering product demonstrations via video connection to consumers. Obtaining feedback and reporting it to help make decisions about product development. Work together with the sales team to promote renewals and upsell opportunities, highlighting the benefits and return on investment that our products provide.

Upselling 19

Upselling Education Engineering Accountability 19