CustomerSuccessBox

JUNE 27, 2021

Upselling in B2B SaaS is a strategy designed to sell a more feature-rich product edition to an existing customer. Prioritizing customer acquisition should not be your only priority for upselling growth. You have to look ahead towards long-term growth and retention to design strategic upsell paths. You have your upsell strategy.

Upselling 52

Upselling B2B SaaS Accountability 52

ShepHyken

DECEMBER 7, 2023

This is noteworthy because energy costs can account for 5-20% of a call center’s operating expenses. In 2021, 57.4 Environmental Protection Agency notes that the transportation sector accounts for about 29% of total U.S. they use a staggering 3 billion kilowatt-hours of electricity annually. greenhouse gas emissions.

Call Center 161

Call Center Transportation Upselling Education 161

Quality Contact Solutions

AUGUST 20, 2021

AURORA, Nebraska (August 17, 2021) ?Quality Established by the American Institute of Certified Public Accountants (AICPA), the SOC 2 examination is designed for organizations of any size, regardless of industry and scope, by ensuring the personal assets of their potential and existing customers are protected.?

Call Center 98

Call Center Telemarketing B2C outsourcing 98

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. He also sits on the board of Directors for CSPN. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Totango

MARCH 26, 2021

Establish a relationship between your customer and their account manager. Extend customers cross-sell and upsell offers. Use in-app messages, email and phone surveys to extend cross-sell and upsell offers. Tactical goals: Guide your customer through the onboarding process as smoothly as possible.

SaaS 68

SaaS Best practices Upselling Education 68

Totango

JULY 19, 2021

In a 2021 survey performed by Totango, 43% of respondents reported spending more than 50% of their time working with marketing and 56% of respondents said they spend more than 50% of their time working with service and support teams. If you only check in with customers weekly or monthly, one representative can handle many accounts.

Upselling 126

Upselling Feedback Customer advocacy Surveys 126

ChurnZero

SEPTEMBER 8, 2021

In response, some organizations have slatted in-person events for the tail end of 2021. . Top Three In-Person Conferences for Customer Success Professionals to Attend in 2021. SaaStr Annual 2021 – September 27-29, 2021 San Mateo, CA. Register for SaaStr Annual 2021 here. Register to attend TSW 2021 here.

Personalization 52

Personalization SaaS Upselling B2B 52

Quality Contact Solutions

MAY 13, 2021

Upselling to current customers has proven to be a productive and efficient way to increase the account and order size because an existing customer is the best prospect. Augment your team with outbound telemarketing services in 2021 and keep your internal sales team’s morale high.

Telemarketing 92

Telemarketing Healthcare outsourcing Upselling 92

ChurnZero

DECEMBER 29, 2020

A relic from bygone days of old-school Account Management, QBRs are a classic, but not timeless, practice; one that feels perfunctory and misplaced in today’s always-connected, data-enriched landscape. The SaaS Debate: Who Owns the Renewal and Upsell? Rethinking the Quarterly Business Review (QBR). Customer Success vs. Sales.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

ChurnZero

OCTOBER 12, 2021

Announcing the Winners of ChurnZero’s 2021 ChurnHero Awards Your Customer Success program is a telling datapoint when comparing great companies apart from their peers. In its second year, we’re excited to recognize ChurnZero customers in our 2021 ChurnHero Awards.

Healthcare 52

Healthcare Accountability Metrics Surveys 52

ClientSuccess

JULY 1, 2021

Here are five essential skills every successful CSM needs to have in 2021, with tips and tricks on developing these skills this year: Skill #1: Flexibility. Ensuring everyone is on the same page is essential for customer success, and CSMs are often the quarterback of sharing account information. Skill #5: Empathy .

Upselling 52

Upselling Accountability Sales Management 52

Inbenta

JULY 29, 2021

Upgrades or upselling management. Chatbots can be used as a sales upselling tool to suggest additional services, upgrades and offer upsell promotions to travelers who have already booked a flight. In 2021, tables have turned and online check-ins account for 50% of all the airline check-ins and only 27% happen at the counter.

Airlines 88

Airlines Chatbots Upselling Self service 88

ChurnZero

MARCH 18, 2022

But I don’t want to disincentivize my best CSMs from taking the hardest accounts. 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. Source: 2021 SaaS Survey Results from KeyBanc Capital Markets.

SaaS 98

SaaS Metrics Surveys Enterprise 98

Totango

DECEMBER 28, 2020

It’s so important that Cisco has created an entire program around it and is requiring all Cisco Gold Partners to complete the Customer Experience (CX) Specialization Certification by March 2021. Identifies at-risk customers and upsell opportunities quickly. There are two deadlines that need to be met by their partners in 2021.

Best practices 84

Best practices Upselling Analytics Technology 84

Outsource Consultants

MARCH 29, 2021

Is sales revenue your sole focus in 2021? You can’t expect BPO agents dealing directly with customer complaints to maintain the same CSAT scores as those handling account upgrades, for example. Don’t waste time pairing conflicting KPIs, such as setting a lower agent AHT goal with increased upsell targets.

Management 76

Management Calibration Call Center Upselling 76

ChurnZero

MARCH 31, 2023

The billing platform Recurly tracked 1,900 subscription services in 2021 and 2022 and found the average customer churn rate is 5.6%. The authors refer to CSMs as “ growth engines ” and note “McKinsey benchmark data suggesting that existing customers account for between a third to half of total revenue growth, even at start-ups.”

Benchmark 98

Benchmark B2B Accountability Consulting 98

JivoChat

JULY 29, 2021

Then we’ll share our list of the 11 best AI chatbot options for 2021. 11Best AI Chatbot Solutions for 2021. We won’t keep you in suspense any longer — following is our list of top chatbots for 2021: JivoChat. Upselling functionality. Users must create a Twilio account to use Botsify’s SMS feature. Chatbot #1.

Chatbots 52

Chatbots Sales APIs Enterprise 52

JivoChat

JULY 25, 2021

Take a look at what we learned in our roundup of the 31 best WooCommerce plugins in 2021. With this information, agents can easily upsell, cross-sell, or share special offers with loyal customers. This app helps B2B customers manage their own accounts. Account details. Accepts eChecks with Intuit Payments account.

Sales 52

Sales Accountability Upselling B2B 52

JivoChat

JUNE 15, 2021

With Shopify’s upsell and cross-selling apps , you don’t need a live customer service rep to boost your sales. The top apps in this category can help you display relevant products for returning customers and help you upsell to new customers. Used for: Post-purchase upsells. Used for: Upselling by offering free shipping.

Upselling 52

Upselling Analytics Sales Marketing 52

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. . Finally, because this is a customer-facing tool, we won’t be using it to document internal strategies for engaging and growing a customer account. Simplicity is the name of Joint Success Plan game.

Management 98

Management Chief Customer Officer Upselling SaaS 98

ClientSuccess

FEBRUARY 15, 2021

As a customer success professional in 2021, you understand the critical importance of strong, lasting customer relationships. Customer-centric service has emerged as one of the leading contributors to account renewals, recurring revenue, and upsells for SaaS-based organizations. . going to provide value to the customer?

Benchmark 59

Benchmark Upselling SaaS Customer centricity 59

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. These VEA would enable agents to identify and resolve issues more quickly, while allowing them to engage on a more personal basis with the customer, with obvious benefits in terms of loyalty and upsells.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

ChurnZero

FEBRUARY 17, 2021

TSIA Resource: The State of Customer Success: 2021. Account Segmentation. ChurnZero Resource: Knowledge Hub – Customer Expansion, Upselling, and Cross-Selling for CS Teams. Top 20 Business Challenges for Customer Success According to TSIA. Best Practices for Creating Customer Success Capabilities and Organizations.

Best practices 78

Best practices Upselling SaaS Analytics 78

Totango

MAY 10, 2022

Regular usage of accounts and product features. Trials of upsell products. Promoting product usage increases the value clients derive from your product, increasing the likelihood of renewals, upsells, and referrals. Totango reduced client churn to 7% in 2021 by applying customer engagement strategies.

Journey mapping 81

Journey mapping SaaS Enterprise B2B 81

JivoChat

MAY 26, 2021

Another growing type of m-commerce is mobile banking, which allows customers to access their accounts and make a transaction from their phone. Similar to online banking, mobile banking allows customers to transfer money, set up direct debit payments, and check their account balances. Train agents to upsell and cross-sell.

Banking 52

Banking Chatbots Upselling Sales 52

Quality Contact Solutions

FEBRUARY 26, 2021

Aurora, NE (February 23, 2021) Quality Contact Solutions has hired A-LIGN ASSURANCE, a third party independent audit firm to perform a SOC 2 audit. SOC 2 Type 1 certification will be completed by June 2021. SOC 2 Type II certification is expected to be completed by October 2021.

Telemarketing 52

Telemarketing B2C outsourcing Benchmark 52

ClientSuccess

MAY 4, 2021

If you’re like most CSMs, it can sometimes feel as though months – even years – of working with a customer account can go by in a flash. As many customer success teams are looking to use 2021 as a reset for their processes and accounts, it may also be a good idea to use this year to revamp your planning workflows.

Journey mapping 52

Journey mapping Upselling Accountability Feedback 52

Totango

APRIL 2, 2021

out of 10 and more than 290 reviews on the site, Totango has earned four awards for 2021 from TrustRadius, including: . Totango is also helping us from a management perspective, allowing us to easily create dashboards on account risk/health, renewals, upsells, etc. With a TrueScore of 8.0

industry standards 63

industry standards Upselling B2B Enterprise 63

Totango

SEPTEMBER 17, 2021

A January 2021 survey by the Technology and Services Industry Association (TSIA) found that 55% of technology providers now use freemium offers. Creates Upsell Opportunities. A free version of your product gives your sales team an opportunity to extend an upsell offer. What Are the Pros of a Freemium SaaS Model?

SaaS 78

SaaS Best practices Upselling Journey mapping 78

Quality Contact Solutions

DECEMBER 20, 2021

AURORA, Nebraska (December 9, 2021) ?Quality ” The SOC 2 Type 2 certification is an independent audit assessing internal controls involving security, availability, and confidentiality of the data processed on behalf of customers, as defined by the American Institute of Certified Public Accountants (AICPA)? SOC 2 Type 2?certification.?.

Call Center 52

Call Center Telemarketing B2C outsourcing 52

TeamSupport

JUNE 15, 2020

The strategies we originally put in place for the remainder of 2020 and looking ahead to 2021 will have to be modified as the landscape changes. The TeamSupport software allows companies to have a macro view of their business customer accounts with micro visibility into the individual contact history. That is the case for any business.

B2B 64

B2B Self service B2C Customer Support 64

CustomerSuccessBox

JANUARY 10, 2022

In addition, a 32% increase in respondents said that the impact on revenue (89%), such as account expansion and upsell, was an important part of bonus rewards. In addition, a 32% increase in respondents said that the impact on revenue (89%), such as account expansion and upsell, was an important part of bonus rewards.

Management 52

Management Surveys Customer advocacy Accountability 52

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. . ChurnZero raised $25 million in JMI Equity led Series B funding round in March of 2021.

SaaS 98

SaaS Metrics Sales Marketing 98

CSM Magazine

DECEMBER 13, 2023

As a matter of fact, 49% of customers have left a brand due to poor customer service , as revealed in a study back in 2021. Lack of Cross-Sell and Upsell Capabilities This gap involves using strategies that integrate sales opportunities into customer interactions. Leverage customer data when creating cross-sell upsell recommendations.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

CustomerSuccessBox

JUNE 18, 2021

Account Manager Vs Success Manager – What is the difference between them? The blog helps you know how to differentiate between account manager and Success Manager on the basis of different features. Retention, Renewal, and Upsell Strategies. Strategies to Increase Upsell and How to do it the right way in 2021 ?

SaaS 52

SaaS B2B Customer retention Upselling 52

inSided

OCTOBER 1, 2022

This is exactly what Cognite built when they launched their Cognite Hub in 2021. Use case library and customer case studies: help customers understand what’s possible and what they can do to drive adoption and upsell. Perhaps a red account should see a different homepage or have different resources available. Micro-targeting.

Upselling 52

Upselling Accountability Sales outsourcing 52

JivoChat

JANUARY 17, 2021

For instance, if you were processing month-end accounts and ran into difficulty with a transaction, you could request immediate “reactive” support via the live chat tool. Guiding shoppers towards a purchase or upselling with personalized offers. Live chat offers both proactive and reactive support. Resolving queries and building trust.

Best practices 52

Best practices CRM Customer Support Airlines 52