ChurnZero

JUNE 23, 2023

Keep in mind that NRR includes success with cross-selling and upselling, which can mask churn , and is what allows the benchmark to exceed 100%. Source: SaaS Capital’s 2023 SaaS Retention Benchmarks for Private B2B Companies This benchmark varied by ACV. They explained that GRR tends to be inflated in younger companies.

Benchmark 52

Benchmark Customer retention SaaS B2B 52

Spearline

DECEMBER 19, 2022

So now is a good time to think about the technologies that are going to be table stakes for 2023 and focus on the contact center trends that matter. Contact centers are increasingly embracing conversational AI to complement their human agent workforce, and we foresee this trend gaining momentum in 2023.

Contact Center 52

Contact Center Interactive Voice Response Self service Gamification 52

Inbenta

JUNE 12, 2023

June 8, 2023 By Brett Petersen, Head of Global Operations @ Inbenta “I want to ship a book to France” “I want to book a ship to France” The exact same words used in a different order can have a dramatic impact on the meaning of a sentence. Citations : Forbes, “One Negative Chatbot Experience Drives Away 30% Of Customers,” Feb 1, 2023.

Chatbots 97

Chatbots Upselling Consulting Consulting 97

Totango

NOVEMBER 27, 2023

After several years of relentless pursuit of new business, 2023 made it clear to many companies that growth at all costs is not a sustainable strategy. When customers achieve their goals, businesses will see more subscription renewals and expansion revenue from upsell and cross-sell opportunities.

B2B 98

B2B CRM Enterprise Upselling 98

Totango

DECEMBER 20, 2023

All the while galvanizing internal collaboration across accounts and facilitating upsell/cross-sell opportunity and execution to grow our book of business. Totango is helping us maximize our annual recurring revenue by identifying and proactively mitigating churn risks. Not a Totango customer just yet?

Customer centricity 115

Customer centricity Enterprise Benchmark Upselling 115

JustCall

MARCH 28, 2023

This comprehensive blog post highlights the most significant customer support trends for 2023 that all customer service leaders should be aware of. As a leading customer service trend of 2023, it is set to redefine customer service and boost customer satisfaction across industries.

Customer Service 52

Customer Service Chatbots Analytics Advertising 52

JustCall

MARCH 7, 2023

This article will discuss multichannel contact centers and highlight the best practices for building a multichannel contact center in 2023. The post How to Build a Multichannel Contact Center in 2023? This is where a multichannel contact center comes into the picture. What is a Multichannel Contact Center? appeared first on.

Multichannel 52

Multichannel Contact Center Interactive Voice Response contact center solutions 52

ChurnZero

DECEMBER 7, 2023

Renewal / Expansion Hero: TruVideo Driving upsells and awareness with engaging in-app content. Within three months of deploying the play, the team had generated the MRR equivalent of 17 new customers through upsells, with around 10% of the customer base adopting the tool. Curious to see the ChurnHeroes of previous years?

Upselling 52

Upselling Accountability Sales Marketing 52

ChurnZero

OCTOBER 28, 2022

The Q&A portion of the webinar covered additional acute topics including the one process every Customer Success leader must focus on in 2023, why CSM book size should be based on customer count, and how to move Customer Success out of the sales team’s shadow. Q: What one process should CS leaders focus on in 2023?

Best practices 52

Best practices Chief Customer Officer Sales Upselling 52

Nicereply

JUNE 19, 2023

Customized post-purchase advice to boost upsell opportunities. The post Top 5 Strategies To Boost eCommerce Customer Experience In 2023 appeared first on Customer Happiness Blog. Relevant “People Also Bought” suggestions. The more personalized the interaction, the more money your customer is willing to spend.

Customer Experience 59

Customer Experience Chatbots Entertainment Customer retention 59

Nicereply

NOVEMBER 13, 2023

These skills help reps guide customers towards better solutions as well as help achieve business objectives, such as upselling or cross-selling for better revenue and profitability. The post 15 Essential Customer Service Skills in 2023 (and Beyond) appeared first on Customer Happiness Blog.

Customer Service 59

Customer Service Technical Support Upselling Personalization 59

Totango

JANUARY 10, 2024

Rather than gleaning actionable insights from siloes or single sources, our focus in 2023 has been gathering insights directly from our clients from areas that all of us are familiar with: NPS, surveys through support, post-implementation, product insights, business reviews, and more.”

Sales 99

Sales industry standards Benchmark Upselling 99

Kayako

APRIL 1, 2022

Wouldn’t it be nice to know what to focus on in 2022 to set yourself up for growth in 2023 and beyond? Personalization provides the “human touch” that helps reach conversion goals such as sales and upselling, higher engagement, customer retention, brand loyalty, and increased customer satisfaction. It turns out that there is an answer.

Sales 112

Sales Upselling Personalization Chatbots 112

Lumoa

MARCH 3, 2023

A new Gartner survey found that insurers’ initiatives in 2023 will shift towards improving customer experience and operational excellence instead of growth. Or do we need to change our mentality since money is difficult to come by? Getting a budget is never an easy task.

Metrics 78

Metrics Upselling Engineering Customer Experience 78

JustCall

MARCH 6, 2023

The post Why Customer Journey Analytics Software is Important in 2023 appeared first on. What are some key considerations when selecting customer journey analytics software? Customer support: Select software that provides strong customer support and has a positive reputation in the market.

Analytics 52

Analytics Journey mapping Metrics Feedback 52

Totango

FEBRUARY 23, 2023

Efficiency metrics are just as helpful to track alongside KPIs like upsell, cross-sell, growing your list of willing references, and tracking customer attainment of desired outcomes. In 2023, Totango is taking its show on the road. Is the CS team able to support more revenue with less people or fewer resources?

Metrics 89

Metrics Upselling Accountability Enterprise 89

ChurnZero

MARCH 14, 2025

According to the 2024 Customer Success Leadership Study , the number of customer success teams under the CRO jumped from 24% in 2023 to 33% in 2024. Will CSMs struggle to maintain a customer-first mindset and spend all their time on upsells, rather than learning about their big picture goals and helping them navigate the path to get there?

Upselling 52

Upselling Sales Customer retention Consulting 52

Education Services Group

MARCH 27, 2023

Earlier this year, we talked about Customer Success trends we expect to see in 2023. Forrester: Predictions 2023 ) Companies that reported the highest NRR also reported investing 10% of their revenue into CS and CS Ops. If you know anything about us here at ESG, you know that we love data! Big data, small data, it’s all important.

Upselling 52

Upselling Big data Sales Customer Experience 52

AWS Machine Learning

NOVEMBER 15, 2023

Combining accurate transcripts with Genesys CTR files, Principal could properly identify the speakers, categorize the calls into groups, analyze agent performance, identify upsell opportunities, and conduct additional machine learning (ML)-powered analytics. ©2023 Principal Financial Services, Inc.

Analytics 118

Analytics Interactive Voice Response Average Handle Time Contact Center 118

ChurnZero

JANUARY 25, 2024

CS teams are increasingly involved in the entire customer journey, not only shaping the customer experience but directly influencing revenue outcomes through renewals, upsells, and cross-selling. Scaled customer success roles This role is starting to carve out its own space and made a huge splash in 2023.

Education 52

Education Upselling Consulting SaaS 52

VHT

APRIL 2, 2019

The RPA market is just getting started, but many well-known companies like Walmart are already using it extensively, and by 2023, the market is expected to reach $2.7 Plus, employees have more time for problem solving, supporting customers through high-stress transactions, and upselling. It’s also handling some customer-facing tasks.

Upselling 63

Upselling Wait times Self service Accountability 63

Lumoa

MARCH 12, 2023

Real-time insights into customer preferences and trends makes it easier to identify opportunities for cross-selling, upselling, and personalized promotions. A customer experience platform is a set of tools designed to help a business manage and improve—you guessed it—the customer experience they provide. Streamlined customer journey mapping.

Customer Experience 78

Customer Experience Journey mapping Analytics Consulting 78

Outsource Consultants

JANUARY 8, 2025

Billion in 2023 and projected to reach US$500.1 A comprehensive cost-benefit analysis should factor in both direct costs (such as per-call or per-agent fees) and indirect benefits (like improved customer retention or increased sales through upselling). Billion by 2030, growing at a CAGR of 6.0%.

Call Center 67

Call Center outsourcing Business Process Outsourcing Average Handle Time 67

ProProfs Blog

NOVEMBER 29, 2019

You can identify upsell and cross-sell opportunities when using a live chat on your website. million by 2023. For customers who chat before making a purchase, there is a 10% increase in average order value, a 48% increase in revenue per chat hour, and a 40% conversion rate. Source: ICMI ) Tweet this. Source: KBV Research ) Tweet this.

Wait times 135

Wait times Customer Support Transportation Sales 135

customer sure

MARCH 18, 2024

A VoC programme which not only prioritises insights for service improvement, but – critically — enables real-time service recovery will: Enhance customer satisfaction , leading to greater spend, cross-sell, and upsell.

Feedback 62

Feedback CRM Upselling Metrics 62

ViiBE Blog

JULY 22, 2022

Optimize your customer relationship for retention & upsell Your CRM is not only a powerful tool for your lead generation and sales funnel, but it can also help you to optimize your customer relationships, as we touched on earlier. It also allows you to upsell and cross-sell to them more effectively.

CRM 52

CRM Upselling Sales Marketing 52

Education Services Group

MARCH 4, 2021

Now, nearly half of CS teams have advanced to own account expansion opportunities like renewals and upsell. billion by 2023. At the same time, uncertainty caused many businesses to seek avenues for “immediate cost savings and efficiencies,” according to TSIA’s State of Customer Success 2021 report.

Consulting 52

Consulting Consulting Journey mapping outsourcing 52

Hodusoft

DECEMBER 16, 2022

5 Call Center Technology Trends for 2023 and Beyond Call center technologies have become more advanced thanks to the emerging advancements in communication technology. Data analytics also fosters sales and increased custom retention for companies who upsell or cross-sell while providing customer service.

Call Center 52

Call Center Technology call center software virtual call center 52

JivoChat

JULY 7, 2021

E-commerce sales are projected to account for 22% of all retail sales by 2023 , up from 18% in 2021. Businesses have found that chatbots can upsell and cross-sell , qualify leads, conduct surveys, and provide basic customer service. Just how important is digital engagement? Create a knowledge base.

Chatbots 52

Chatbots Self service Upselling Sales 52

JivoChat

JUNE 9, 2021

In fact, between 2018 and 2023, chatbots are expected to save companies in the retail, healthcare, and banking industries $11 billion. Upsell and cross-sell. In fact, upselling a current customer can be 68% more valuable than attracting a new customer. Chatbots reduce costs. Source: Jenny.

Chatbots 52

Chatbots Marketing Upselling Surveys 52

Global Response

AUGUST 7, 2023

Customer segmentation not only allows you to better understand your customers—thus enabling you to improve upselling, cross-selling and so on—but it also allows you to more easily and effectively personalize your customer experiences. In 2023, customers have high expectations of seamless, conversational support, regardless of channel.

Customer retention 62

Customer retention Call Center Upselling Personalization 62

Interaction Metrics

AUGUST 14, 2024

In 2023, nearly three-quarters of Americans said they had a product or service problem in the past year —more than double the number of problems in 1976. With the rise of social media and review sites, customers will leave your brand if they don’t like your customer service, leaving negative reviews for the entire internet to read.

Consulting 62

Consulting Consulting Customer Service Surveys 62

Global Response

JULY 10, 2023

Any call center in 2023 and beyond will rely heavily on technology and the right types of software for efficient operations. Technical support services : get Tier 1 or Tier 2 tech support, a full service help desk, or other technical support services through an outsourced call center in the Philippines.

Call Center 62

Call Center outsourcing Technical Support Education 62

JivoChat

MAY 26, 2021

billion by 2023, m-commerce will likely remain a popular channel for online sales. Train agents to upsell and cross-sell. Investing in some simple omnichannel tools can boost your upsell and cross-sell opportunities. This type of purchasing is called m-commerce — where transactions are made solely using mobile devices.

Banking 52

Banking Chatbots Upselling Sales 52

Lumoa

APRIL 28, 2024

You can even find opportunities for cross-selling, upselling, or personalized promotions by using real-time insights and trends generated by AI. Qualtrics launched their generative AI XM/os2 in 2023 and announced that they are investing $500 million in AI innovation over the next four years.

Feedback 78

Feedback Consulting Consulting Enterprise 78

Inbenta

MAY 16, 2022

By 2023, we are expected to see growth rocket to nearly $1.5 By utilizing this information, they can pitch the best promotions and upselling techniques to your customers. In the last few years, the telecommunications industry has taken a significant hit in spending. 2020 saw spending drop to $1.3 One answer is AI chatbots.

Chatbots 52

Chatbots Interactive Voice Response Telecommunications Self service 52

Lumoa

AUGUST 8, 2023

According to Gartner research, leveraging the data obtained from direct customer feedback can increase the chances of upselling and cross-selling by 15-20%. If you need more ways to boost your CX strategies, how about you check out the State of Customer Experience 2023? Take it on, act on it, and watch your business grow.

Surveys 78

Surveys Feedback Banking Best practices 78