ChurnZero

MARCH 18, 2022

My first answer is – just as a business finance-oriented person and former CEO – I like the notion of each CSM having their own MRR. I would look at NPS in an annual NPS survey by buyer role. This question refers to survey results from KeyBanc Capital Markets. Source: 2021 SaaS Survey Results from KeyBanc Capital Markets.

SaaS 98

SaaS Metrics Enterprise Surveys 98

SharpenCX

MAY 16, 2022

Common goals can be lead generation, proactively alerting customers to a problem, requesting to participate in satisfaction surveys and more. And it’s also great for creating opportunities to upsell and cross-sell your products and services. In contrast, outbound call centers are designed to support outreach by agents. Tech leaders?

Contact Center 67

Contact Center Scripts Call Center call center software 67

JustCall

SEPTEMBER 13, 2022

As per the same BCG survey, B2B companies are centralizing their GTM operations into a singular RevOps function and experiencing a 100%-200% increase in digital marketing ROI, 10%-20% boost in sales productivity, 10% increase in lead acceptance, 15%-20% increase in internal customer satisfaction, and 30% reduction in GTM expenses.

Finance 52

Finance Accountability Consulting Consulting 52

Lumoa

FEBRUARY 9, 2023

upselling to the most loyal customers) Process changes (e.g. upselling to the most loyal customers) Process changes (e.g. According to Finance Digest , 95% of customer interactions will be managed with AI by 2025. How a CSAT survey can look like. Image by Retently.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

ClearAction

NOVEMBER 16, 2023

A) Customer Participation Today Survey fatigue and response rates are ongoing challenges, as customers are almost constantly asked to give feedback for both business and personal purchases and interactions. On the positive side, managers are typically engaged in closing the loop with dissatisfied survey participants.

B2B 62

B2B Feedback B2C Enterprise 62

CustomerSuccessBox

MARCH 14, 2022

Having a tool in place will actually enable a collaborative work environment, combing sales, marketing, finance, product teams, etc. Customer Success platforms help you onboard, retain and upsell your accounts. Example of NPS tool is Delighted , Survey Sparrow , Wootric , etc. Customer Success Tools.

CRM 52

CRM SaaS Sales Journey mapping 52

NobelBiz

JULY 25, 2023

Feedback Forms: Post-call or post-chat surveys and feedback forms provide direct customer insights which are then fed into the analytics system. Let’s explore the application of interaction analytics in three critical industries – Retail, Healthcare, and Banking and Finance.

Analytics 98

Analytics Call Center Scripts Contact center software 98

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

ChurnZero

MARCH 22, 2019

To better understand the impact, we had Rob Belcher, Managing Director at SaaS Capital share benchmarking data from their eighth annual survey of private B2B SaaS companies. So, the initial sale is very small, and all the sale is upsell. When you are doing net dollar retention you can include cross-sells, upsells, and price increases.

Customer retention 61

Customer retention Upselling SaaS Customer centricity 61

ClearAction

NOVEMBER 5, 2017

And sometimes customer-facing staff has a distinct customer experience vision that is at odds with their upstream value chain (engineering, IT, finance, production, marketing, supplier management, etc.). Do your surveys interrupt customers or allow them to give feedback however and whenever they prefer? Consistency is the key.

Customer Experience 69

Customer Experience Customer centricity Morale Finance 69

Kayako

OCTOBER 16, 2017

Their work relies heavily on input from other teams to do their job, whether in the form of engineering fixing a major bug, or finance explaining the customer’s latest bill. 50k MRR) with the revenue coming in from customer upsell and expansion (ex. Neither support nor customer success teams exist in a silo.

Customer Support 74

Customer Support Feedback Surveys Finance 74

ClientSuccess

SEPTEMBER 27, 2018

Instead of simply passing new customers off to a Customer Success Manager (CSM) to deal with after a sale is completed, organizations are realizing the benefits of having a strong customer-focused strategy in every department , from sales and marketing to finance and product.

SaaS 74

SaaS Finance Metrics Upselling 74

GetFeedback

AUGUST 16, 2018

CSAT surveys measure how customers feel about a specific interaction or experience. To conduct a CSAT survey, you ask: How would you rate your overall satisfaction with the service you received? Just add it to your survey, customize your question, and begin distributing CSAT surveys after support interactions.

Metrics 79

Metrics Customer Service Surveys Self service 79

CSM Practice

JULY 24, 2019

Understand your existing customers through customer feedback obtained from surveys and interviews. Sales – The CSM can identify expansion, cross-sells, upsells or renewal opportunities that customers might be interested in while assisting them to close more deals. 3.2. Promoting the CSM’s value within each team.

Customer centricity 45

Customer centricity Feedback Finance Upselling 45

Lumoa

JUNE 28, 2018

Customer experience touches every aspect of company’s work including the back-office functions: HR, legal and finance. "At It’s not about selling or upselling but delivering exceptional value.” I believe that you have to be careful with how you handle survey feedback and it should always a human being who is going to do it.”

Customer centricity 64

Customer centricity Feedback Surveys Finance 64

SmartKarrot

DECEMBER 3, 2021

Scale and improve process and tools by up-leveling & implementing new tools that further critical areas of customer growth, such as KPI benchmarking, customer training and education, NPS surveys, and customer feedback. Identify opportunities and lead upsell/cross-sell deals from start to finish.

Customer advocacy 19

Customer advocacy Technical Support Education Finance 19

Voxjar

MARCH 10, 2020

While the objective of most companies is earnings, not all KPI metrics are related directly to a company’s finances. Identify customer issues and/or upsell opportunities. Post-call survey rating. Post-call survey rating. A post-call survey should be only about one thing – the call the customer was just on.

Metrics 52

Metrics Customer Service Call Center Customer retention 52

OctopusTech

SEPTEMBER 9, 2023

For example – Some of the industries that are benefited from using call center services include – Accounting IT and Communication Marketing Manufacturing Tour and travel Banking, Insurance, and Finance Why Companies Should Invest in Call Center Outsourcing? In addition to this, they are also trained in upselling techniques.

Best practices 62

Best practices outsourcing Call Center virtual call center 62

CustomerSuccessBox

JULY 8, 2020

Coronavirus Impact on SaaS Customer Success (Survey Results by CSM Practice). Voicing similar opinions, Jay suggested that you should sit with our CFO and finance team and put together a concession playbook. Non-ICP customers anyway leave after sometime so you should not waste our resources on them right now. Changing Payment Plans.

Customer retention 52

Customer retention SaaS Consulting Consulting 52

SmartKarrot

SEPTEMBER 23, 2022

Increase the likelihood of upsells? For instance, you should probably monitor customer engagement levels in specific product features to increase upsell opportunities to determine which ones they value the most. This is a nudge to every finance professional. Sales may see an opportunity when finance sees a tragedy.

Metrics 10

Metrics Finance Upselling Accountability 10

SmartKarrot

SEPTEMBER 23, 2022

Increase the likelihood of upsells? For instance, you should probably monitor customer engagement levels in specific product features to increase upsell opportunities to determine which ones they value the most. This is a nudge to every finance professional. Sales may see an opportunity when finance sees a tragedy.

Metrics 10

Metrics Finance Upselling Accountability 10

SmartKarrot

FEBRUARY 24, 2021

Partner with the extended ecosystem within Checkr – Technical Account Management, Professional Services, Product Management, R&D, Finance and other departments to ensure cross-functional collaboration on meeting/exceeding customer expectations. Deliver insights to customers that provide a strong business case for expansion.

Customer advocacy 10

Customer advocacy Finance Upselling Accountability 10

SmartKarrot

AUGUST 16, 2022

All things renewal, upsell, and other expansion formats can be considered. What do customers feel about the company in their surveys? Would it be wise to take time from customers for what can be done over a survey? For example: If your product is a finance solution, the main users would be the customer’s finance team.

Chief Customer Officer 10

Chief Customer Officer Benchmark Finance Metrics 10

SmartKarrot

NOVEMBER 11, 2020

This will be the result when you are more worried about the quality of relationships than monetary finance. Increases upsell and cross-sell opportunities: There is every chance that a loyal customer will buy from you again. If you are unsure, what is going wrong, start taking up feedbacks or surveys and get to the root cause.

Finance 10

Finance Upselling SaaS Surveys 10

SmartKarrot

JULY 6, 2022

Try to search for a good finance business partner. CSMs can confidently retain clients, encourage adoption to hasten value realization, and identify upsell opportunities thanks to automation and digital experience. To fully grasp the most crucial variables, go extensively into the P&Ls of each functional team. contact-form-7].

Chief Customer Officer 10

Chief Customer Officer Brand ambassadors Education Upselling 10

SmartKarrot

JULY 30, 2020

Driving customer success goals that include increasing renewal rates, reducing churn, boosting cross-selling and upselling. CSMs need to approach customers for upselling and cross-selling. Manage and monitor the project’s finance, schedule and scope. An industry wide survey on some of the commonly used titles for CSM.

Chief Customer Officer 10

Chief Customer Officer SaaS Upselling Journey mapping 10

Tethr

JUNE 22, 2020

Only now can you address your customers’ needs faster, improve the quality and usability of your product or service and even increase upsell opportunities in your sales organization. Powered with fully-distributed VoC insight, each of your teams can identify customer pain points in their areas of expertise.

Customer Experience 66

Customer Experience Customer effort Interactive Voice Response Coaching 66