Amity

OCTOBER 31, 2016

In 2012, our Co-Founders realized it was time to transform the customer support team into a true Customer Success team. Almost immediately, we started to scale the team to enable us to be more proactive to ensure we were able to do all the things that Customer Success does best: onboarding, coaching, renewals, upsell, support, and services.

Coaching 0

Coaching Upselling Engineering Marketing 0

Eptica

APRIL 18, 2018

As part of the annual Eptica Multichannel Study , conducted since 2012, we tested 10 major travel brands (6 airlines and 4 travel agents) on their ability to provide answers to ten routine questions via the web as well as their speed, and accuracy when responding to email, Twitter, Facebook and chat.

Airlines 49

Airlines Customer Experience Multichannel Transportation 49

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

SmartKarrot

SEPTEMBER 11, 2020

They have conducted events annually since 2012. Bizzabo conducted a survey of nearly 400 event and marketing professionals to understand the current global situation. NDR gives the exact percentage of revenue retained compared to another period after taking upsells, downgrades and churn into account.

SaaS 10

SaaS Upselling Metrics Marketing 10

SmartKarrot

MAY 13, 2020

How to identify customers/users appropriate for a cross sell or upsell? Few of them that are worth noticing are: A user engagement study by Lehmann et al, 2012 noticed users frequented tech products with different frequencies and suggested the following user categories based on the number of days per month they used the product.

SaaS 10

SaaS Upselling Analytics Metrics 10