TeamSupport

MARCH 3, 2021

Proactive customer engagement accounts for more than a quarter (28%) of Support interactions and grew by 14% from 2019 to 2020. 1-2 Sweeney, Tom, Customer Support Transformation: The Guide to Essential Practices and Metrics , Dec 2020, Service Excellence Group, LLC. Yet only 28% of companies have proactive engagement efforts in place.

B2B 98

B2B Upselling Customer retention Customer Support 98

Totango

FEBRUARY 15, 2019

Interactive Usage Metrics. Activation Metrics. Interactive Usage Metrics. Activation Metrics. Activation Metrics are used to measure activation or provisioning of capabilities. Close to 100%, it reflects full adoption and upsell opportunity. Table Of Contents. Usage Counters. Usage Ratios. Account ID.

SaaS 72

SaaS B2C B2B Metrics 72

Transparent BPO

JUNE 19, 2019

In its 2019 Customer Expectations Report , customer service software company Gladly revealed three new trends that are having great effect: consumers care more about the experience than the channel, they want companies to know them and provide personalized service, and they prefer quality in customer service over price.

outsourcing 95

outsourcing Call Center Contact Center Customer retention 95

Fonolo

JUNE 9, 2014

In the world of contact center metrics, “service level” has always held a special place. With so much riding on this metric, it’s shocking to see how many call centers choose their service level arbitrarily, or with minimal consultation. Its origins go back over 5 decades, to the earliest days of call centers.

Service level 96

Service level Call Center Abandon rate Metrics 96

ChurnZero

NOVEMBER 22, 2019

Wednesday, December 4, 2019 2:00 – 3:00 PM EST. Are you finalizing your new year strategy as you lead Customer Success at your organization? How to Calculate Your Renewal and Upsell Rate – Learn how to calculate these metrics and apply them to your SaaS business. I hope you can join us in October 2020.

Chief Customer Officer 17

Chief Customer Officer Education Upselling SaaS 17

Answer Dash

JANUARY 21, 2019

They may occasionally send out a newsletter or collaborate with sales on an upsell campaign, but for the most part, it’s off to the races to find the next John. Additional value can come from supplemental revenue through upsells and cross-sells. In fact, 2019 will be the year of AI in marketing. Not so fast! Want to dive deeper?

Advertising 65

Advertising Upselling B2B Metrics 65

Totango

DECEMBER 3, 2020

As compared to 2019, companies are increasingly growing their Customer Success teams to maximize retention and drive growth from existing customers. . CS professionals now attest that their bonus structures are tied to company performance, renewals, net retention, upsells, and account health. .

Upselling 65

Upselling Accountability Enterprise Metrics 65

ChurnZero

APRIL 27, 2021

Account expansion is often a more telling metric at this stage as those companies with high-growth potential will often see off-cycle expansion just a quarter or two into a new customer subscription – the proverbial land and expand. . All the typical SaaS metrics can be indicative of potential … though some less so at this stage.

SaaS 98

SaaS Metrics Sales Marketing 98

ChurnZero

MAY 31, 2019

How to Keep the Revenue Your Company Worked So Hard to Earn Wednesday, June 19, 2019 2:00 – 3:00 PM EDT. They spend countless hours establishing key performance metrics and enforcing the appropriate disciplines so their marketing and sales teams can bring in leads and close deals to drive revenue and growth.

Upselling 75

Upselling Customer retention Accountability Metrics 75

ClientSuccess

SEPTEMBER 27, 2018

This will ensure that if (or when) there are issues, upsell conversations, or any signs of confusion down the road that you can bring in other voices into the conversation. Gathering Critical Data and Metrics for Better Decision Making. This makes having real-time visibility into customer metrics (MRR, ARR, retention trends, etc.)

SaaS 74

SaaS Finance Metrics Upselling 74

TechSee

MARCH 7, 2019

In fact, Gartner predicts that by 2021, 25% of digital workers will use a VEA on a daily basis, up from less than 2% in 2019. When gamification is introduced into a contact center environment, agents compete to complete objectives and outpace colleagues in specific metrics such as hours worked and average speed to answer. Gamification.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

Serenova

AUGUST 11, 2020

A 2019 study found estimated it costs $5,000 – $7,000 to hire and train a new agent. While metrics vary based on company and industry, call center agents are often expected to field dozens of customer inquiries every day. Great Communication. That’s why great communication skills are a must-have for any call center agent.

Call Center 98

Call Center Contact Center Chatbots Quality management 98

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. In order to be pushing towards these goals you will want to diligently track your progress against these metrics throughout the quarter. . Put Forward Upsell Opportunities.

Journey mapping 66

Journey mapping Upselling SaaS Accountability 66

8x8

DECEMBER 3, 2018

Improved customer experience, both during and outside of the holiday rush, has resulted in an increase in upsells by contact center agents, and higher customer satisfaction in general. Be sure to gather baseline metrics before you implement your new solutions, so you have proof points demonstrating the success of your investments.

Customer Service 54

Customer Service Abandon rate Contact Center First call resolution 54

ChurnZero

OCTOBER 30, 2020

While acknowledging that Sales is extremely challenging, Mehta recalls prior experiences – such as upselling a sizeable expansion or winning a new contract because of an advocate – where, although Sales led and closed the deal, the CSM’s ongoing involvement in the account made the sell significantly easier. How do you counter this?”.

SaaS 93

SaaS Chief Customer Officer Sales Metrics 93

ChurnZero

APRIL 26, 2019

A successful HR manager leverages metrics to forecast, track and report on new employee onboarding. As a Customer Success leader, metrics are nothing new – they dictate the long-term goals and performance of your team. Even if you lack an HR team, consider what metrics can be applied to a newly onboarded employee.

Coaching 58

Coaching Metrics Upselling SaaS 58

ChurnZero

MAY 3, 2019

Relevant metrics related to product usage. A lot of upselling and cross-selling opportunities! The Case for Billable Customer Success Wednesday, May 15, 2019 2:00 – 3:00 PM EDT. You will then be able to take preventive measures against it. History of customer service inquiries of the products. Invest in Customer Service.

Customer retention 75

Customer retention CRM Upselling Sales 75

Calltools

JANUARY 19, 2022

In 2019, 76% of contact centers said they planned to invest in AI solutions over the next two years. Collecting data from CRMs can help agents learn about a caller’s contact details, behavior, hobbies and purchasing habits, resulting in improved customer service and upsell and cross-sell opportunities. . Investing in AI.

Contact Center 52

Contact Center Interactive Voice Response Chatbots Abandon rate 52

Education Services Group

MARCH 23, 2022

How do you tie your team to a meaningful revenue metric if you don’t? While the video is from 2019, the concepts he discusses still apply today. Individual goals could be tied directly to critical metrics like Net Revenue Retention or a combination of factors like usage and customer sentiment.

Metrics 52

Metrics Upselling Sales Accountability 52

Education Services Group

AUGUST 20, 2019

It is much easier to upsell and cross-sell a loyal customer than it is to upsell a brand new one. A study by Marketing Metrics found that the probability of converting an existing customer is 60% to 70%, while this number drops down to only 5% to 20% for new customers. A focus on retention increases your per customer value.

Upselling 40

Upselling Customer retention SaaS Education 40

ChurnZero

JULY 12, 2019

Successful applications can easily prove the value they provide (from the onboarding phase on), keep reminding users of what they’ve achieved and how their situation has improved while accessing a particular service, and lead customers to success by effectively impacting metrics and KPIs. Set Objectives and Target Metrics.

Accountability 75

Accountability Metrics Education Marketing 75

Squelch

OCTOBER 1, 2019

This article, “ Why Customer Experience Is Essential Today, and How Businesses Can Capitalize on It ,” was originally published by AiThority on September 16, 2019. AI insights also provide revenue-increasing potential through upselling and cross-selling opportunities, making the strategy a win for customers and businesses alike.

Customer Experience 40

Customer Experience Upselling Education Call Center 40

ChurnZero

OCTOBER 4, 2019

All metrics are moving in the right direction: retention has increased, CSAT scores have improved, and we are better able to identify upsell opportunities. Rethinking Customer Onboarding to Accelerate Success Wednesday, October 16, 2019 2:00 – 3:00 PM EDT. Q: What characteristics do you look for when hiring CSMs?

Upselling 40

Upselling Accountability Customer centricity Metrics 40

Serenova

AUGUST 11, 2020

A 2019 study found estimated it costs $5,000 – $7,000 to hire and train a new agent. While metrics vary based on company and industry, call center agents are often expected to field dozens of customer inquiries every day. Great Communication. That’s why great communication skills are a must-have for any call center agent.

Call Center 52

Call Center Contact Center Chatbots Quality management 52

ChurnZero

JULY 19, 2019

Between responsibilities like onboarding, advocacy, upsells and renewals, Customer Success Managers (CSMs) have cemented themselves as drivers of corporate growth. . Why It’s Time to Build a ‘CS Ops’ Role Wednesday, August 21, 2019 2:00 – 3:00 PM EDT. What types of metrics should this role be responsible for.

SaaS 56

SaaS B2B Sales Accountability 56

ChurnZero

DECEMBER 20, 2019

Being able to have difficult conversations with customers, being able to lead customers proactively, and being able to have metrics-driven conversations is what the new Customer Success Manager (CSM) is expected to achieve. Making customers happy is no longer good enough. . . C S will undergo its first pressure test; be prepared. .

Chief Customer Officer 61

Chief Customer Officer Sales SaaS Customer centricity 61

Squelch

MAY 27, 2019

This article, “ The Importance of Data for Superior Customer Experience and Business Success ,” was originally published on Inside the Salesforce Ecosystem on May 23, 2019. From classic CX measurements like NPS, CES, and CSAT to support metrics (e.g. Today, CX is critical to business success. But you don’t have to take my word for it.

Customer Experience 40

Customer Experience Average Handle Time First call resolution Advertising 40

ChurnZero

JUNE 28, 2019

Whether it pertains to upcoming customer milestones or perhaps a potential upsell opportunity, great CSMs can identify small actions that can drive business outcomes. A Day in the Life of a CSM Using ChurnZero Wednesday, July 17, 2019 2:00 – 3:00 PM EDT. Looking for more entertaining Customer Success content? Upcoming Webinar.

B2B 49

B2B B2C Entertainment Customer advocacy 49

Balto

AUGUST 3, 2022

Figure 7: “Drain on Resources” Agreement vs Contact Center Metrics Note: Responses have been converted to a 0-100 scale for comparison. Upselling and cross-selling were viewed as the least effective skills for garnering revenue — this is a prime coaching opportunity. Cross-Selling and Upselling: How They Differ Yet Work Together.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

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. We will make pivots and adjustments throughout the year based off churn and upsell and what that net churn is looking like.

Chief Customer Officer 40

Chief Customer Officer Upselling SaaS Technology 40

Education Services Group

JULY 28, 2019

Who on your team, for example, is responsible for upselling or cross-selling? For example, your metric for churn may shift from a dollar-based approach to volume-based. Once you’ve determined your customer segments, you’ll be able to determine your approach to people within those segments.

Accountability 40

Accountability Journey mapping Marketing Upselling 40

JivoChat

APRIL 13, 2021

billion in 2019. Upsell or cross-sell customers on your offers. Live chat could nudge them to decide based on a current performance metric that might be relevant to their needs. Chatbots will drive $142 billion in consumer spending by 2024 — a meteoric surge from $2.8 Lower cart abandonment rates. Collect survey data.

Customer Service 40

Customer Service Chatbots Self service Abandon rate 40

SmartKarrot

JULY 17, 2020

Up your Upsells and Cross-sells: One of the easiest ways to enhance your customer lifetime value is by upselling and cross-selling. Some of the other metrics like unpaid training and level of adoption could also be tracked and compensated as well. And how they can be benefited from the product. CSM Salary Trends.

Management 10

Management Upselling Customer retention SaaS 10

SmartKarrot

APRIL 24, 2020

With a 34% growth rate in 2019, customer success specialist is one of the top emerging jobs in 2020. In a nutshell, the client success manager handles the clients’ success for your company and tracks the churn metrics to reduce the business headwinds. The goal of an account manager is solely to get renewals, cross-sells, and upsells.

Management 11

Management SaaS Accountability Customer retention 11

SmartKarrot

JUNE 30, 2021

Every company wants to see an increase in their product adoption metrics. What are the most common product adoption metrics? Some of the top product adoption metrics include-. Expansion revenue is extra revenue generated from add-ons, cross-sells, upsells, and more. How to increase product adoption? Time to Value.

SaaS 10

SaaS Upselling Metrics Advertising 10

Help Scout

JUNE 22, 2021

billion in 2019. If you showed that metric to your sales team, they would advocate for your customer service team to get as many resources as they need. There are a few metrics that stand out. Businesses can grow revenues between 4% and 8% above their market when prioritizing better customer service experiences. Deloitte ).

Customer Service 130

Customer Service Self service Personalization Marketing 130