TeamSupport

JUNE 29, 2023

They present an opportunity to introduce upsells to products, add new features to products, include a subscription plan to further engage them. This involves looking at several metrics like the Net Promoter Score (NPS), Customer Satisfaction score (CSAT), and an index of customer distress.

Upselling 97

Upselling Metrics Chatbots Customer Support 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

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

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. Timing is Everything.

Management 98

Management Upselling SaaS Education 98

Lumoa

SEPTEMBER 8, 2020

What a thrill it was to present your fully punched card, then immediately start on the next. With that in mind, in this article, we cover why customer loyalty is important, along with a few metrics you can track to better understand your customer’s loyalty. Upselling Ratio The upselling ratio is a relatively straightforward metric.

Upselling 83

Upselling Metrics Surveys Marketing 83

CSM Magazine

DECEMBER 13, 2023

Lack of Cross-Sell and Upsell Capabilities This gap involves using strategies that integrate sales opportunities into customer interactions. Here’s how you can bridge this gap: Provide comprehensive training for customer service representatives that focus on cross-selling and upselling.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

JustCall

OCTOBER 15, 2023

Real calls present unpredictable challenges, nuances, and emotions that theory can’t cover. Subjectivity in Performance Assessment You need to set metrics to evaluate the performance of your agents. You also need to consistently measure your agent’s performance against these set metrics. The disconnect is immediate.

Coaching 52

Coaching Metrics Feedback Upselling 52

ClientSuccess

MARCH 8, 2022

This includes the initial sales value, upsells or expansion deals, ad hoc change orders throughout the partnership, and renewal value. CLV matters to customer success teams because although sales reps manage initial deals, many of the post-sales revenue (upsells, expansions, renewals, etc.) are managed in some part by CSMs.

Upselling 75

Upselling SaaS Sales Metrics 75

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

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. It also plays an important role in upselling and cross-selling different opportunities by finding out the needs of users and then recommending the most appropriate products and services.

Customer retention 62

Customer retention Call Center Upselling outsourcing 62

Real Blue Sky

NOVEMBER 21, 2023

Upselling and Cross-Selling Upselling and cross-selling are time-tested strategies that, when done right, can feel like a natural extension of the customer service experience. These metrics act as a pulse check, revealing the health of various operations and initiatives.

Employee engagement 105

Employee engagement outsourcing Upselling Customer retention 105

CustomerSuccessBox

OCTOBER 5, 2021

The following are the key considerations that you must look at (for improving retention, increase renewals & upsells, etc. Since they differ from firm to firm, tracking every metric out there doesn’t make economical sense. However, the one universal metric is the “Net Retention Rate (NRR)”. Let’s dive right onto it!

Upselling 59

Upselling SaaS Metrics Accountability 59

CustomerSuccessBox

MAY 30, 2022

This scenario precisely presents the “ Watermelon Effect ”. To identify a watermelon customer, the metric that would help you the most is instead the Customer Intent Score. The Customer Intent Score is a metric that measures a visitor’s willingness to accomplish a conversion goal, for example- a request for further information.

Upselling 52

Upselling Calibration Engineering Big data 52

Beyond Philosophy

NOVEMBER 10, 2014

At times (more in the “old days” but every now and then it happens in present times) we’ve literally have been accused of “having religion;” i.e., believing in Customer Experience (CX) without proof and asked to show the value of CX. Your existing customers are far easier to upsell. So, the debate continues.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Shep Hyken, Chief Amazement Officer at Shepard Presentations. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

ChurnZero

JANUARY 25, 2024

CS teams are increasingly involved in the entire customer journey, not only shaping the customer experience but directly influencing revenue outcomes through renewals, upsells, and cross-selling. In 2024, tracking these metrics and demonstrating their impact are essential skills for CS professionals.

Education 52

Education Upselling Consulting Consulting 52

Totango

AUGUST 9, 2022

Sales : Sales teams can use customer segmentation to group prospects and customers based on propensity to buy, potential transaction value and upsell opportunities. This can help teams prioritize high-value opportunities and tailor sales presentations for personalized appeal. Fill Out the Right Segmentation Buckets.

Best practices 99

Best practices B2B Journey mapping Upselling 99

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

Totango

FEBRUARY 28, 2020

Analyzing customer success metrics. Analyzing Customer Success Metrics. Closely following your customer’s day-to-day growth with your product yields a range of metrics you can use to guide customer engagements. These actions are the way we personalize our service to meet the demands of our customers. Anticipating customer need

Customer centricity 93

Customer centricity Metrics Upselling Enterprise 93

Totango

DECEMBER 3, 2020

CS professionals now attest that their bonus structures are tied to company performance, renewals, net retention, upsells, and account health. . Account Health (Cited by 47% of Respondents): Customer health scores illustrate whether a client is ready for an upsell, at-risk of churning, or anywhere in between.

Upselling 64

Upselling Accountability Enterprise Metrics 64

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

CustomerSuccessBox

FEBRUARY 2, 2022

Drive a gentle upselling process. One of the most obvious goals of an acquisition is to increase upsells of your product. The best way to succeed is to take a gentle, educational approach, and a referral procedure from existing CSMs to the appropriate upsells team. Learn about the strategies to increase upsells!

Upselling 52

Upselling Education Accountability Engineering 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

APRIL 16, 2021

This lays the groundwork for subscription renewals and upsell opportunities. It’s important to make sure you’re tracking the proper metrics. Or you can email a segment of your list by name to extend an upsell offer based on purchase and usage history data. Usage data may also highlight an upsell opportunity.

Personalization 69

Personalization Upselling Benchmark SaaS 69

SmartKarrot

MAY 26, 2020

Companies started realizing that there are possibilities of expanding their businesses with existing customers too through upselling and cross-selling. Below are a few important steps you may consider for approaching customers for upselling or cross-selling your products. Know your customers. Wait for the right time. Train your team.

Upselling 10

Upselling SaaS Customer retention Metrics 10

Nicereply

JUNE 20, 2023

Roles with similar titles have vastly different responsibilities , deliverables, and metrics in the market. So we also look for ability and evidence of engagement with other disciplines, gaining buy-in, and presenting new ideas. Likewise, you need to understand individual candidates’ CX experience.

Customer Experience 86

Customer Experience SaaS Construction Morale 86

Education Services Group

MARCH 23, 2022

How do you tie your team to a meaningful revenue metric if you don’t? If this path is something you want to look into, you can check out his presentation on it, Rethinking CSM Incentives. I.e., can we present individual contributors with the account opportunities and data that enable their team’s success?

Metrics 52

Metrics Upselling Sales Accountability 52

Quiq

AUGUST 24, 2021

Because care’s impact is no longer isolated to metrics like deflection or CSAT. The lack of instantaneous support during off-hours presents a massive opportunity for improving retailers’ online shopping experiences while increasing conversion rates. Reroute Off-Hour Care Inquiries to Self-Service Messaging To Drive Conversions.

Self service 74

Self service Customer Care Upselling Customer Support 74

Vonage

JULY 3, 2018

That qualitative data helps tell the story of the metrics. . Instead of asking for customer service metrics outright, Kahn says it’s more important to see which KPIs the company is already tracking on a daily basis. The first thing I ask for when [evaluating] a company is the customer database. Creating a customer-centric culture.

Upselling 81

Upselling Customer centricity Metrics Technology 81

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

Totango

APRIL 9, 2019

It’s an invaluable metric and, with this data in hand, you can spot any problems and work on keeping your customers satisfied in the long run. Take this number and divide it by the number of customers present at the time period’s start (S). A Positive Customer Retention Rate Leads to Renewals and Upsells.

Customer retention 72

Customer retention Upselling Enterprise Metrics 72

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

Totango

FEBRUARY 4, 2020

Never try to force or coerce customers into upsells. You don’t need to push all of your customers into an upsell. You can set parameters to identify those that make a good fit for an upsell w/ the right technology. Identify expansion opportunities with greater precision. Spot red flags earlier.

Customer centricity 71

Customer centricity Best practices Upselling Enterprise 71

Totango

AUGUST 21, 2020

I would say our challenge isn’t with the actual tool, it would be with how data is presented across the SAP landscape that leads to 80% of the questions and support tickets. All of the same core data and metrics driving our Totango solution are also shared through SAP4Me. SC: Totango is very easy to use and is cloud-based.

Upselling 115

Upselling Accountability Metrics SaaS 115