Call Design

JANUARY 21, 2021

Now is the time to shake ourselves free of the challenges from 2020 and embrace new trends and technologies for the new year. During these calls, AI can suggest specific products for your agents to upsell to customers. Is your contact centre prepared for success in 2021? Utilize Real-Time Transcription. Upgrade Old Technology.

Upselling 167

Upselling Coaching Consulting Consulting 167

TeamSupport

JANUARY 10, 2020

Our 2019 trends article was a huge hit, so here’s what is set to make an impact in 2020…. Not only do great service relationships build trust with a customer, but they also create new opportunities for both upselling and retention. The new year is here and with it comes our annual list of key customer service trends!

Customer Service 80

Customer Service B2B Upselling Self service 80

TeleDirect

JANUARY 28, 2021

It’s hard to believe, but 2020 will soon be history. Since 2020 brought so many unprecedented challenges, year-end planning and projections for 2021 might not be on your radar – but they should be! 2020, among other things, was known as the Work From Home year. Bolster remote capability to handle work from home protocols.

Customer Service 111

Customer Service Business Process Outsourcing outsourcing Upselling 111

Totango

MARCH 21, 2019

Success in these areas leads to a more successful renewal and upsell phase. Increase upsell opportunities. Increase Upsell Opportunities. The increased importance of the customer success team in generating lifetime value for the company leads to a natural progression toward recognizing and acting on upsell opportunities.

Enterprise 89

Enterprise Upselling Education Accountability 89

Totango

DECEMBER 3, 2020

Across the globe, 2020 has proven to be an incredibly transformative year, with the global pandemic changing how we work and interact with one another on a daily basis. Looking back at the 2020 Customer Success Salary Report , this year has also had a particularly influential effect on the Customer Success (CS) Industry.

Upselling 65

Upselling Accountability Enterprise Metrics 65

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . Fast forward to 2020 and Wi-Fi has become the lifeline to our (digital) existence—with almost half of the 7.7 T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. The year was 1909.

Chief Customer Officer 61

Chief Customer Officer Sales SaaS Customer centricity 61

JustCall

FEBRUARY 5, 2020

With 2020 opening up, the education industry is all set to witness more advancements. Also, specific notes, tagging, and pipelines would assist the sales team in upselling and cross-selling. It also aids strategies like upselling. The post 5 must have tools in Education tech stack for 2020 appeared first on Justcall Blog.

Education 84

Education CRM Sales Upselling 84

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. That’s what we explore in Part 2. Reduce Churn and Prove Value.

B2B 98

B2B Upselling Customer retention Customer Support 98

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? Customer support forms the primary touchpoint with your users. But the story doesn’t end there.

Sales 69

Sales Customer Service Upselling CRM 69

TeamSupport

DECEMBER 7, 2020

On the other hand, when 70% or more of revenue comes from existing customers 1 , you must pay close attention to indicators that a customer might be increasing seats or adding user groups to ensure you don’t miss a valuable upsell opportunity. Upselling Other Products or Add-Ons. First, let’s look at potential for growth.

Customer Support 98

Customer Support Upselling B2B Sales 98

TeamSupport

MAY 11, 2021

It’s one way of getting ahead of the risk of a customer churning or capitalize on an upsell or cross-sell opportunity. 1-2,5 Sweeney, Tom, Customer Support Transformation: The Guide to Essential Practices and Metrics , Dec 2020, Service Excellence Group, LLC. 3-4 Customer Onboarding Statistics 2020, Wyzowl.com.

B2B 98

B2B Upselling Metrics Education 98

CSM Practice

MAY 13, 2020

Renewals and Upsell Deals. 60% reported a negative impact on customer retention and upsell deals due to the pandemic. Over the last 4 weeks, the negative impact of COVID-19 on renewals and upsell deals continues to increase. Sales and retention forecast for mid-May 2020 is 67%. Sales and Retention Forecast.

SaaS 83

SaaS Surveys Upselling Customer retention 83

CCNG

OCTOBER 19, 2022

Forrester, 2022) In 2022, an average of 59% of customers trust the brands they interact with, 2 percentage points higher than the 57% of customers who trusted brands in 2020. Forbes Insights, 2020) Two-thirds of customers could not recall when a brand exceeded expectations. Another 28% are willing to give mobile messaging a chance.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Comm100

OCTOBER 30, 2020

Best Chatbots 2020: Chatbot Providers that Stood Out of the Crowd. Ready to explore the best chatbots of 2020? It can also identify whether a customer is eligible for a promotional offer and upsell a deal automatically. The post Best Chatbots – Top AI Chatbot Technology in 2020 appeared first on Comm100. ROI Calculator.

Chatbots 59

Chatbots Technology CRM industry standards 59

inmoment

JANUARY 14, 2020

With two-thirds of companies currently competing on customer experience (nearly double the 36% that reported competing on customer experience in 2010), it’s no surprise that organizations are targeting CX initiatives as top priorities in 2020. . lead to additional cross-sell or upsell opportunities? help retain existing customers?

Best practices 52

Best practices Upselling Metrics outsourcing 52

TechSee

FEBRUARY 16, 2021

COVID-19 has resulted in a further increase in demand for service, with ServicePower reporting that 2020 field service trends resulted in field service organizations increasing investment in service workers by 72% to meet the rising demand. This is underlined by a January 2021 survey , where 65% of U.S. Remote AR assistance to drive revenue.

outsourcing 109

outsourcing Upselling Surveys Technical Support 109

ChurnZero

NOVEMBER 22, 2019

We will be hosting this one-day event in Washington DC on October 8, 2020. If you are a ChurnZero customer, there will also be a half-day customer-only training / event the day before on October 7, 2020. I hope you can join us in October 2020. Let me answer a few questions: What does “BIG RYG” mean? You Mon CEO, ChurnZero.

Chief Customer Officer 17

Chief Customer Officer Education Upselling SaaS 17

TechSee

SEPTEMBER 24, 2019

If Customer Service has not yet resolved a customer’s issue, a planned upsell should be delayed. When Sales renews a service contract, Marketing must be made aware of the transaction so their messaging can be tailored appropriately. If Sam was a VIP once, he should be a VIP next time too. Elements of a consistent customer experience strategy.

Customer Experience 150

Customer Experience Self service Banking Analytics 150

CSM Practice

JUNE 16, 2020

This should be a major objective for CS teams in 2020 considering the travel restrictions and other limitations on local/international travelers. Per CSM Practice COVID 19 Survey results , customers are now more used to having video conferences with vendors and a remote business review should be appropriate. Future challenges.

Benchmark 92

Benchmark Upselling Surveys Best practices 92

Kayako

APRIL 1, 2022

Even before the global pandemic spiked eCommerce shopping and doubled online sales in 2020, growth forecasts for eCommerce showed a steady increase in sales and the percentage of total retail sales. In 2020, the number of companies investing in the omnichannel experience jumped from 20% to more than 80%. Continued Growth in ECommerce.

Sales 112

Sales Upselling Personalization Chatbots 112

JustCall

FEBRUARY 25, 2020

The year 2020 calls for progressive financial services. This aids in Upselling or Cross-selling. It also aids strategies like upselling. The post Tech Stack for Financial Services – The Ultimate Guide [2020] appeared first on Justcall Blog. Digital transformation is disrupting the industry.

Finance 59

Finance CRM Accountability Sales 59

CSM Practice

DECEMBER 7, 2020

Dec 1, 2020 — Today, CSM Practice, the world’s first consulting firm dedicated to Customer Success Management (CSM) strategy, announced the formation of its new Advisory Board. SaaS companies, in particular, need to develop and implement effective customer success strategies to drive renewals and upsells. Sunnyvale, Calif.—

Chief Customer Officer 81

Chief Customer Officer Upselling SaaS Consulting 81

REVE Chat Blog

NOVEMBER 21, 2019

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. It will open the door for upselling.

B2B 77

B2B Best practices Sales Education 77

ProProfs Blog

MAY 9, 2019

Other than that, Gartner predicts one-fifth of consumer sales to happen through word-of-mouth marketing by 2020. To add a personalized touch, you can assign members from your support team to handle a particular difficulty and while it is being resolved, you can upsell or cross-sell your services or products.

Enterprise 125

Enterprise Upselling Sales Customer Support 125

TeamSupport

MARCH 10, 2021

1 The Definition of Customer Success, Customer Success Association, retrieved Nov 16, 2020, [link]. For more ways you can use tools like TeamInsights to interpret data and set actionable strategies, read our 3-part blog on the topic.

B2B 98

B2B Upselling Coaching Customer Support 98

TechSee

JANUARY 4, 2022

Simplifies warranty registration and quickly captures customer information for upselling opportunities and long-tail sales. This was particularly vital after the hibernation hiatus of 2020. Guides customers through unboxing and setup of consumer electronic devices. Product registration and warranty activation. A Year of Connection.

Self service 109

Self service Upselling Enterprise Big data 109

CSM Practice

SEPTEMBER 25, 2020

Interview Date: July 18, 2020. 06:27 – Nick’s overview of cross-selling and upsell trends for existing customers. What are some of the trends that you’ve seen for cross-sell and upsell for existing customers? Video Title: Importance of Customer Success Strategy investments. The Interview: . 21:31 – Wrap Up.

Upselling 85

Upselling Surveys Chief Customer Officer Consulting 85

ProProfs Blog

DECEMBER 16, 2020

Changing shopping trends are likely to reshape this 2020 holiday season. Identify upsell and cross-sell opportunities that can be offered during an ongoing conversation. One, you can identify upsell opportunities for your business. This impacts the way consumers will spend, travel, shop, and celebrate this season.

Management 147

Management Chatbots Sales Upselling 147

Talkdesk

MARCH 12, 2021

It reduces the call centers average cost per case and improves upsell opportunities. Talkdesk has been named a Leader in the 2020 Gartner Magic Quadrant for Contact Center as a Service. Speech Analytics. Talkdesk Speech Analytics helps make the best use of the wealth of information available in every customer interaction.

Call flow 91

Call flow Abandon rate Contact Center industry standards 91

inmoment

JANUARY 14, 2020

With two-thirds of companies currently competing on customer experience (nearly double the 36% that reported competing on customer experience in 2010), it’s no surprise that organizations are targeting CX initiatives as top priorities in 2020. . lead to additional cross-sell or upsell opportunities? help retain existing customers?

Best practices 40

Best practices Upselling Metrics outsourcing 40

Comm100

NOVEMBER 2, 2020

Let’s explore the top 6 chatbot examples of 2020. It can help answer questions to simplify the onboarding process, get acquainted with your platform – and offer upsells and cross-sells when a customer is most likely to convert. . They can reach out and offer an upsell or a cross-sell. A Chatbot to Help Mortgage Applications .

Chatbots 84

Chatbots Customer Service Banking Healthcare 84

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

TechSee

FEBRUARY 23, 2021

Verizon already began to shut down its 3G networks at the end of 2020, but the sunset for commercial and government customers will be at the end of 2022. While some cellular providers, such as T-Mobile, have yet to release their exact 3G sunset dates, others have published their schedule. The Impact of 3G Sunsetting on Home Security.

Self service 109

Self service Wireless Contact Center Upselling 109

Squelch

DECEMBER 17, 2019

“By eliminating information silos, Squelch is able to guide customer support and success professionals toward the information, best practices, reports, and other associated tools needed to win renewals, upsells, and most of all, trust and loyalty.” .

Upselling 80

Upselling SaaS Best practices Customer Support 80

CustomerSuccessBox

SEPTEMBER 7, 2021

The Customer Success teams and companies who showed great flexibility in 2020 are the ones who had tremendous growth in 2021. #6 Customers are realizing that the vendors who worked with them, made exceptions for them, and adapted to their changing needs, are their true partners. 6 Customer success is becoming a promising career discipline.

Journey mapping 96

Journey mapping Engineering SaaS Upselling 96

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