Enghouse Interactive

SEPTEMBER 3, 2021

Their overall revenue growth was attributed to increased customer engagement, higher levels of satisfaction, and more extensive conversations with appropriate subject matter experts (SME’s) resulting in more upsell and cross-sell opportunities.

contact center solutions 95

contact center solutions Contact Center Call flow Enterprise 95

Branch Mesenger

MARCH 20, 2018

Last week, we hosted our second webinar. How technology is changing the way frontline employees handle customers. What technology trends will shape the future of customer experience. Taylor Pipes: I'd like to say hello to everyone and welcome to our second webinar. The difference between good service and friendly service.

Customer Service 48

Customer Service Airlines Technology Upselling 48

Quality Contact Solutions

MARCH 11, 2021

Conferences, Seminars, Sales Events, and Webinars are great ways to demonstrate your products and services through education. Cross-sells & Upsells: Do you have a group of accounts that your team cannot make contact with consistently? This is where telemarketing services can help increase your sales.

Telemarketing 98

Telemarketing Sales Upselling outsourcing 98

ChurnZero

AUGUST 14, 2020

Track free-trial users for upsell opportunities to convert to paid users. Webinar Software. What is webinar software? Webinar software is a virtual seminar platform that creates live or recorded video presentations. What are the benefits of integrating with Customer Success software? Example: GoToWebinar. .

CRM 87

CRM Finance Upselling Accountability 87

Totango

NOVEMBER 10, 2017

In part 2 of our customer health webinar series, we tackled “How to Measure the Effectiveness of a Customer Health Model” and discussed a more advanced approach to customer health. Feedvisor has a four-stage approach to building a Customer Health Score and periodically adjusts it to give better churn, renewal, and upsell predictions.

Upselling 76

Upselling Accountability Metrics Technology 76

ChurnZero

JANUARY 25, 2024

With technology advancing and customer expectations rising, customer success has become an essential force driving business growth and customer loyalty within the SaaS industry. Skillset 3: Customer-centric consulting While new technology fuels efficiency, the heart of CS remains in understanding and anticipating customer needs.

Education 52

Education Upselling Consulting Consulting 52

Totango

AUGUST 23, 2022

Finally, we’ll offer some guidelines on how to structure your B2B customer journey map around key touchpoints and how to use technology to automate an effective touchpoint management strategy. Making upsell offers. Upsell offers. What Are B2B Customer Journey Touchpoints? Delivering customer support. Social media posts and ads.

B2B 116

B2B Journey mapping SaaS Engineering 116

Totango

NOVEMBER 10, 2017

In part 2 of our customer health webinar series, we tackled “How to Measure the Effectiveness of a Customer Health Model” and discussed a more advanced approach to customer health. Feedvisor has a four-stage approach to building a Customer Health Score and periodically adjusts it to give better churn, renewal, and upsell predictions.

Upselling 72

Upselling Accountability Metrics Technology 72

CSM Practice

JULY 6, 2020

On the other hand, the median cost of acquiring the ACV dollar for plan expansions and upsells is only about $0.20 There are three types of expansion selling plays you can make for your installed customer base: 1. Upsell. Upsells is a basic form of account expansion. and $0.27, respectively. 3. Bundles.

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Practice

JULY 6, 2020

On the other hand, the median cost of acquiring the ACV dollar for plan expansions and upsells is only about $0.20 There are three types of expansion selling plays you can make for your installed customer base: 1. Upsell. Upsells is a basic form of account expansion. and $0.27, respectively. 3. Bundles.

SaaS 71

SaaS Upselling Accountability Sales 71

Totango

AUGUST 21, 2020

SC: (Reference Slide below) This journey didn’t start with technology, it never should, it started with bringing all the LoBs together to do the hard work of harmonizing people and processes, driving standardized playbooks and change management supporting these critical People / Process components. What data is used?

Upselling 115

Upselling Accountability Metrics SaaS 115

TeamSupport

FEBRUARY 23, 2021

But for many technology companies, 70% or more of revenue comes from existing customers. Hold regular and ongoing product training programs, such as TeamSupport’s monthly TeamSupport University webinars. Analysis of sales pricing, commitments and deal quality. Where does your customer support team fit in?

B2B 78

B2B Upselling Customer Support Sales 78

ChurnZero

FEBRUARY 17, 2021

Technology Services Industry Association (TSIA) has a library of 751 business challenges, which represent specific issues about which members go to seek assistance, guidance, or direction on. TSIA Resource: 8-Minute Mini-Webinar: Customer Success Maturity Model. Customer Success Technology. Improve Customer Experience.

Best practices 78

Best practices Upselling Analytics SaaS 78

ChurnZero

OCTOBER 11, 2019

If you decide you want to hit 98% renewed revenue and a certain revenue amount in upsells, commit to doing the necessary activities to reach that number. Put Forward Upsell Opportunities. Instead of just trying to sell all of your new or available products at once, make your upsell/cross-sell proposals relevant to them and their needs.

Journey mapping 66

Journey mapping Upselling SaaS Accountability 66

ClientSuccess

JUNE 15, 2021

With so much focus on customer success departments, investing in specific technology platforms is a necessity. From planning onboarding and implementation to facilitating new product or feature training to working with sales on renewals and upsells, CSMs often have a ‘catch all’ of responsibilities.

Upselling 52

Upselling Accountability SaaS Metrics 52

ChurnZero

JULY 2, 2020

To understand the why and how behind putting the customer at the center of your business, we hosted a webinar with two founding team members of customer-first organizations: ChurnZero’s Chief Customer Officer Abby Hammer and inSided’s CEO/Co-Founder Robin van Lieshout. If you missed the webinar, you can watch it on demand.

Chief Customer Officer 98

Chief Customer Officer Customer centricity Best practices Metrics 98

ChurnZero

MARCH 18, 2022

If you missed the webinar, you can watch it on-demand. Their report shares the results from a survey of private SaaS companies which KBCM Technology Group’s software investment banking team conducted in June and July 2021. During the session, we covered: A brief history of SaaS metrics and where they are headed. Q&A recap.

SaaS 98

SaaS Metrics Enterprise Surveys 98

Squelch

OCTOBER 25, 2019

The Squelch team recently traveled to Las Vegas where it co-sponsored the three-day Technology & Services World (TSW) 2019 conference and expo. Customers expect to have a voice.” — John Ragsdale , VP of Technology Research at TSIA. In a digital world, there’s no place to hide.

Chief Customer Officer 40

Chief Customer Officer Entertainment Government Upselling 40

Totango

MARCH 10, 2020

The more mature your technology and CS processes become, the more agile your team will be and the better they will be able to receive and implement feedback. It can be used to create an early warning system to prompt action to capitalize on renewals and upsells, or to prevent churn. Training materials.

Customer Experience 93

Customer Experience Upselling Feedback SaaS 93

Amity

MARCH 28, 2018

This is a massive source of wasted time for CSMs and it’s something that is dealt with incredibly easily with the right technology. Onboarding, implementation, adoption, renewal, upsell, and escalation… all it takes is a day of planning around each process. Insights - The data you gather is turned into actionable insights.

Coaching 95

Coaching Upselling SaaS Technology 95

REVE Chat Blog

NOVEMBER 21, 2019

With the help of consistent newsletters, events or seminars/webinars you can educate your leads in the best way. Enhanced ability to upsell with relevant deals and offers – The sales agents can offer information about the current sale going on, or a discount coupon available for the product they are interested to purchase.

Best practices 77

Best practices B2B Sales Chatbots 77

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 ”). Create upsell opportunities. Upsell is one of the best ways to help the company grow.

Management 67

Management Upselling SaaS Sales 67

Nicereply

APRIL 30, 2020

Cross-sell & Upsell, but first, answer the query. One of the good upselling models could be to offer the try something for free (limited time). Here comes a good upselling option. When can you upsell/cross-sell? Technology is changing rapidly, and so are the interactions with customers.

Sales 69

Sales Customer Service Upselling CRM 69

Nicereply

JANUARY 14, 2021

Another great option to boost customer loyalty would be the use of packages to upsell more products and products after the buyer’s first purchase. This is the right time to use technology. By delivering online tutorials, webinars, and podcasts, you can communicate with your clients in their homes and help solve their problems or needs.

Brand ambassadors 75

Brand ambassadors Customer retention Government Upselling 75

Amity

DECEMBER 12, 2016

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. Along with this, you will become a thought leader, improve upsell opportunities, and gain responsibility over new roles, such as lead generation.

Upselling 84

Upselling Entertainment Personalization Education 84

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. This includes providing resources such as user guides, tutorials, and webinars. <H2>Must-Have How is customer success different from customer support?

Upselling 52

Upselling Metrics Best practices Customer centricity 52

Totango

JANUARY 4, 2019

Customer expectations and demands on enterprises have never been so high, or so personal—especially for SaaS companies who are at the forefront of both the modern wave of technology and the new customer-centricity business model. Now more than ever, winbacks, upsells, renewals, referrals, and feedback cannot be passive items on a checklist.

Customer centricity 79

Customer centricity SaaS Marketing Enterprise 79

ChurnZero

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? Use attributes like company cares about my success; company hires good people; company has great CSMs; company is a technology leader; or company is easy to do business with.

SaaS 98

SaaS Metrics Accountability Technical Support 98

ChurnZero

NOVEMBER 27, 2019

When determining the technology that can best support your team, step back and consider your end goal s. Or trying to identify trends and patterns that maximize renewals, upsells or logo retention? . Upcoming Webinar: New Manager’s Guide for a Customer Success Strategy Implementation. A re you assessing health?

Chief Customer Officer 75

Chief Customer Officer SaaS Metrics Education 75

CustomerSuccessBox

SEPTEMBER 2, 2021

Even though customer success has the leverage to bring in significant revenue and boost up the scale, due to upsells and cross-sells, it is excluded. Starting from around 7$ in the travel industry to going up to 395$ in the software technology industry. You can: Leverage Referrals Host Webinars Create Podcast Start GuestBlogging.

SaaS 52

SaaS Metrics Advertising Sales 52

ChurnZero

OCTOBER 25, 2019

Instead, many onboarding efforts are ineffective and often are narrowly focused on the technology itself. To discuss this topic, we hosted a well-attended webinar last week with Jason Whitehead the Founder of Tri Tuns LLC, a Customer Success and Software Adoption Consulting firm. A: That’s one of my favorite questions.

Chief Customer Officer 49

Chief Customer Officer SaaS Customer advocacy Technology 49

ChurnZero

OCTOBER 4, 2019

We had the right people on our team, but we needed to invest in technology to scale and formalize processes. All metrics are moving in the right direction: retention has increased, CSAT scores have improved, and we are better able to identify upsell opportunities. Q: How have you influenced growth at Bloomfire?

Upselling 40

Upselling Accountability Metrics Customer centricity 40

SmartKarrot

FEBRUARY 2, 2022

The webinar on ‘Customer Success: Learnings from 2021 and What Lies Ahead in 2022’ brought together an elite panel to shed light on customer success. With 500+ attendees, the webinar highlighted some key strategies, situations, and best practices for the customer success industry. Here are the top 10 key takeaways from the session.

Upselling 19

Upselling Best practices Sales Accountability 19

Talkdesk

SEPTEMBER 1, 2017

To discuss contact center analytics and how your team can use them to treat customers better, we invited Simon to co-host the Uncovering the Power of Reporting and Analytics webinar with us earlier this week. As technology improves, the barrier to measuring this metric lowers, meaning there’s no excuse for not tracking.

Contact Center 41

Contact Center Analytics Abandon rate Metrics 41

JivoChat

JULY 7, 2021

Our technological world means the customer journey often takes place entirely online, so digital engagement is more important than ever. Your customer might engage with your brand by visiting a website and clicking a CTA, reading a blog post, conversing with a chatbot , “liking” a social media ad, or even participating in a webinar.

Chatbots 52

Chatbots Self service Upselling Sales 52

Mindtouch

JULY 25, 2017

It was developed by the Consortium for Service Innovation , a nonprofit alliance of service organizations that has helped push innovation in the technology and processes that companies use to capture and utilize knowledge. What information can you expose to customers to encourage an upsell or renewal? Check back here for more!

Self service 59

Self service Best practices Upselling Analytics 59

ChurnZero

NOVEMBER 15, 2019

To help you and your team with this arduous process, we hosted a video panel-style webinar on this topic so you could to hear advice on: End-of-year retention and upsell efforts. No worries if you missed the webinar, you can view it on-demand here. So, let me just start on the technology side a bit.

Chief Customer Officer 40

Chief Customer Officer Upselling SaaS Technology 40