ChurnZero

JANUARY 26, 2021

From technical support to renewals and upselling, this role might be one of the most confusing and misunderstood jobs in all of tech. . Strong delivery for, and relationships with, your champions will most certainly make an impact on your future renewal and upsell opportunity outcomes. Executive Sponsor: . Primary Contact(s): .

Management 98

Management Chief Customer Officer Upselling SaaS 98

Hodusoft

MARCH 5, 2025

A study conducted jointly by MasterCard and University of Oxford in 2017 found nearly one-third of people couldn’t make the purchases due to failure to remember their password. A study by Forrester Research revealed that cart abandonment leads to a loss of a whopping USD 18 billion in annual sales revenue! Strange but true!

Abandon rate 52

Abandon rate Contact center software Interactive Voice Response Contact Center 52

Lumoa

SEPTEMBER 16, 2020

It covers all interactions between the customer and your business, creating a veritable sum of experiences that pave the road toward a successful sale. Studies have shown that 70% of consumers say that they support brands that deliver on great customer service (American Express 2017 Customer Service Barometer). That’s easy to believe.

Customer Service 78

Customer Service Journey mapping Upselling Customer Experience 78

ChurnZero

APRIL 27, 2021

million round of financing led by Grotech Ventures in 2017. Other signs of explosive growth potential at this early stage are a highly efficient sales motion, though this is most often still a work in progress at this stage. Interest from channel partners and sales via channel partners can be another meaningful indicator. .

SaaS 98

SaaS Metrics Sales Marketing 98

LiveChat

NOVEMBER 18, 2019

billion in revenue , nearly 20% higher than in 2017. 2019 is projected to see another 20% increase, with sales expected to reach with $9.4 Ecommerce sites need to be ready to capture shoppers and convert them into sales to take advantage of Cyber Monday. Don’t make them have to decipher your sales and discounts.

Advertising 57

Advertising Sales Upselling Chatbots 57

ClientSuccess

APRIL 17, 2019

Prior to founding Customer Imperative in 2017, Jay spent over 15 years in the B2B SaaS / software space. Starting his career as an engineer, he moved into sales support and consulting roles and quickly moved into management where he specialized in building services practices for emerging products at Blackbaud.

SaaS 45

SaaS B2B Upselling Engineering 45

Mindtouch

MAY 2, 2018

This presents an interesting challenge to Customer Success professionals, a community whose metrics have traditionally been defined by the sales sphere of influence (chief among them: renewals, upsells, and churn). of revenue in 2017 , make the Customer Success function of paramount importance to any organization. Forrester.

Customer Experience 59

Customer Experience Customer advocacy Customer effort Upselling 59

Comm100

SEPTEMBER 28, 2022

Number of chats Agent utilization rate Average wait time Average chat time First contact resolution Invitation acceptance rate Sales conversion rates Visitor logs and wrap-up notes Customer satisfaction scores. Sales conversion rates. Note: This blog post was originally published in November 2017. Click here.

Average Handle Time 98

Average Handle Time Benchmark Wait times Metrics 98

Solvvy

JULY 5, 2018

In a single quarter in 2017, the company added more than 4,000 new customers. Despite enormous growth, the company hired fewer than 100 new employees in all of 2017. Instead of traditional sales staff, they’ve sold enterprise-grade software primarily through a self-serve model. But Atlassian took it in stride.

Self service 48

Self service Virtual Agent Sales Upselling 48

Tenfold - Contact Center Blog

JANUARY 17, 2018

Customer experience is the new frontier – – while this concept has been shopped around for a few years, it really captured business minds in 2017. Sales Expert – Insights into how sales and selling works is crucial in understanding what generates cross-selling and upselling opportunities. .

Customer advocacy 62

Customer advocacy Construction Upselling B2B 62

Nicereply

JUNE 18, 2020

Your sales team went home, and all you had left was your current group of customers. The funny thing is, customers who churn have the same effect on your business even when you are still making sales. Customers are twice as likely to make a repeat purchase if they leave a review ( Hubspot, 2017 ).

Customer retention 125

Customer retention Feedback Surveys Metrics 125

ClientSuccess

APRIL 17, 2019

Prior to founding Customer Imperative in 2017, Jay spent over 15 years in the B2B SaaS / software space. Starting his career as an engineer, he moved into sales support and consulting roles and quickly moved into management where he specialized in building services practices for emerging products at Blackbaud.

SaaS 40

SaaS B2B Upselling Engineering 40

Robert Davis

MARCH 2, 2017

RCDA’s focus is client-dependent and ranges from improving acquisition rates, improving customer retention and improving VOC and NPS to upselling and cross-selling products and services. Sales close rate – Provided call flow coaching and helped agents tailor the solution using targeted discovery questions. RCDA Results. Credit Union.

Call flow 48

Call flow Coaching Telecommunications Customer retention 48

8x8

DECEMBER 3, 2018

Because of the nature of Lenox’s business, both sales and call volumes are dramatically higher during the holiday season than at other times of the year. On Black Friday of 2017, though, the company realized that customer call abandonment had spiked—likely due to longer-than-normal wait times.

Customer Service 54

Customer Service Abandon rate Contact Center First call resolution 54

Mindtouch

OCTOBER 29, 2018

LavaCon 2018, beating its own attendance record from LavaCon 2017 , focused on “Creating Content Experience Ecosystems.” Some #conversion examples: – sales, upsell, add ons – self service actions – email subscriptions – registrations. — Amber Gladstone (@ambergladstone) October 23, 2018.

Upselling 48

Upselling Self service Engineering Metrics 48

Education Services Group

JUNE 29, 2019

Think about all the time, energy, and money you spend on attracting new visitors, pursuing new leads, and closing new sales — none of that applies to existing customers. Model 1: Sales Handles Everything. Though CSMs handle most of the day-to-day relationship, the sales team is responsible for expansion opportunities and renewal.

SaaS 40

SaaS Upselling Customer retention B2B 40

Lumoa

FEBRUARY 9, 2023

upselling to the most loyal customers) Process changes (e.g. According to Temkin Experience Ratings (2017), there are four key competencies businesses must sustain to achieve long-lasting customer experience success. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

ClearAction

AUGUST 16, 2019

Meaningful customer engagement requires that companies remain diligent, predictive and proactive”, reports a Forbes Insights and Pegasystems 2017 survey. Make it part of your sales and marketing culture. What is customer engagement? What’s wrong with customer engagement today? Deliver what your customers want.

Customer centricity 48

Customer centricity Marketing Best practices Upselling 48

ProProfs Blog

JANUARY 7, 2022

And, not just sales, product-market fit can eventually turn your business into a successful venture in the long run. Google identified a need no other search engine was meeting and by 2017, 11 million AdSense users were paying Google $95 billion a year. Also, a happy customer is more likely to refer more customers to you.

Marketing 78

Marketing Surveys Customer retention Metrics 78

Comm100

FEBRUARY 20, 2018

Many businesses use Chatbot technology to generate leads and make sales. Chatbots can proactively alert customers to sales and discount opportunities, increasing upsells and engaging visitors. Incoming chat counts are rising every year – from 2016 to 2017, businesses saw a 180% increase in average chats per month.

Chatbots 72

Chatbots Contact Center Chief Customer Officer Benchmark 72

CSM Magazine

OCTOBER 4, 2019

Kate Pioryshkina, Sales Manager at Iflexion takes a close look at how AI is transforming the ecommerce customer experience. In some ways, it comes up as more effective than any human sales assistant. It uses data mining to help suppliers and retailers upsell, cross-sell, and encourage impulse purchases. About the Author.

Personalization 40

Personalization Chatbots Engineering Sales 40

CSM Magazine

NOVEMBER 7, 2018

In 2017, Ecommerce was responsible for around $2.3 trillion in global sales and is expected to hit $4.5 Agents are trained to deal efficiently with calls, help customers navigate the website, assist them with form filling and check out, and to upsell products that the customer would have missed without the agent’s guidance.

SaaS 40

SaaS Upselling Chatbots Technology 40

Lumoa

MARCH 20, 2018

upselling to the most loyal customers) Process changes (e.g. According to Temkin Experience Ratings (2017) , there are four key competencies businesses must sustain to achieve long-lasting customer experience success. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g.

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

Talkdesk

FEBRUARY 13, 2018

In Deloitte’s 2017 Global Contact Center Survey , contact center executives said one of the big changes that will transform the customer experience in the next few years is the aim of making interactions “effortless.”. 5: An upsell opportunity or retention call. Consumers prefer solutions that are quick, convenient and on their terms.

Complaint resolution 40

Complaint resolution Contact Center Upselling Chatbots 40

Comm100

FEBRUARY 6, 2018

Price : Sales Cloud ranges from $25-$300/user/month. Sales + Service Cloud ranges from $100-$325/user/month. Need : An industry-leading CRM — features include lead scoring, SMS marketing, event management, sales reports, social CRM, mobile app, web content personalization, and more. Service Cloud ranges from $75-$300/user/month.

CRM 58

CRM Enterprise SaaS Marketing 58

Pointillist

APRIL 17, 2019

According to Gartner, client inquiries on CDPs doubled between the first half of 2017 and the first half of 2018. Insights obtained from Customer Analytics tools are used to address a variety of use cases, including acquisition, retention and cross-sell/upsell. By some estimates, there are more than 80 vendors claiming to offer CDPs.

Analytics 51

Analytics Journey mapping Multichannel Government 51

Lumoa

MARCH 20, 2018

upselling to the most loyal customers) Process changes (e.g. According to Temkin Experience Ratings (2017) , there are four key competencies businesses must sustain to achieve long-lasting customer experience success. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g.

Customer Experience 60

Customer Experience Journey mapping B2C B2B 60

Amity

JANUARY 23, 2017

So in 2017, whether you are a customer success advocate or simply someone who cares about renewing and upselling your customers , adopting this motto is a must. You might have heard buzz terms like “subscription economy” or “perpetual sale.”

Upselling 85

Upselling Self service Customer retention Accountability 85

Help Scout

JUNE 22, 2021

Customer service, when done well, has just as much impact as a strong sales funnel or excellent marketing efforts. It’s easier to make a sale when your customers feel supported, and word-of-mouth marketing after an extraordinary experience is one of the best pitches on the market. consumers contacted customer service in 2017.

Customer Service 130

Customer Service Self service Personalization Marketing 130

Toister Performance Solutions

AUGUST 27, 2019

Overpromising by Marketing and Sales In 2017, McDonald's scrambled to create a new marketing campaign in response to a viral phenomenon. A new promotion isn't programmed in a retailer’s point of sale system. Customer service reps pay the price when marketing and sales departments get desperate to land new business.

Customer Service 58

Customer Service Wireless Advertising Airlines 58

ProProfs Blog

AUGUST 8, 2019

. “Make a customer, not a sale.” The quote reminds me of why a brand needs to focus on building a long-term relationship with its customers, rather than just treating them as a sales opportunity. No doubt, sales are important. Regular, stable sales are much more important any day. Million in sales.

Customer Service 76

Customer Service Airlines Feedback Sales 76

Netomi

FEBRUARY 28, 2022

A world-renowned expert in customer retention, upsells, cross-sells, and customer value strategies and methodologies, Irit is the Chief Customer Officer and CEO of CSM Practice, the world’s first consulting firm dedicated to Customer Success Management (CSM) strategy. Connect with Gemma . Connect with Jennifer. Connect with Julie.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Contact Center Technical Support 64

Nicereply

MAY 11, 2020

Brand Keys recognized Apple as “the best representative of customer loyalty and enjoyment in laptop computers, tablets, smartphones, and online music” in their 2017 Customer Loyalty Engagement Index. Customer Acquisition Cost (CAC) will often include items like marketing spend, sales labour and software cost. And you aren’t alone.

Customer retention 115

Customer retention SaaS Metrics Surveys 115

C Space

AUGUST 15, 2018

She’d been looking to buy a new car and wanted to avoid the local dealership because she doesn’t “trust the sales people in showrooms.” Instead she went online and found a used hatchback that she liked; it was for sale by the owner, not a dealer. And, why doesn’t she trust the sales people in the showrooms?

Automotive 40

Automotive Advertising Sales Accountability 40

PeopleMetrics

FEBRUARY 7, 2025

When I wrote Listen or Die in 2017, I made it clear that proving ROI is the fastest way to gain executive buy-in for VoC. AI Turns Customer Feedback into a Revenue Generator VoC isnt just about fixing problemsits also an opportunity to increase revenue by identifying upsell and referral opportunities. The best way to do this?

Upselling 62

Upselling B2B Feedback Surveys 62