Kapta Customer Success

APRIL 29, 2024

Account managers can easily identify cross-sell and upsell opportunities with a white space analysis to increase customer retention and growth. Here’s how.

Customer retention 59

Customer retention Upselling Accountability Management 59

Outsource Consultants

FEBRUARY 25, 2025

Master the Art of Upselling and Cross-selling Upselling and cross-selling are powerful techniques that can boost your ecommerce sales significantly. Train your call center agents to identify opportunities for upselling and cross-selling during customer interactions. How can a call center increase my e-commerce sales?

Call Center 67

Call Center Sales outsourcing Technical Support 67

ChurnZero

APRIL 25, 2025

Step 1: Collect the data and tools that matter (but dont overdo it) Its tempting to gather up everything you can find from native and third party sources, but blindly harvesting data will only burden your analysis later. The best question to ask before diving deep into analysis: how could we have improved here with better data?

Finance 52

Finance Metrics Engineering Construction 52

Lumoa

AUGUST 8, 2023

This article offers a comprehensive guide on how to analyze survey results efficiently, covering everything from the basics to advanced techniques, and provides actionable solutions to common challenges in customer feedback analysis faced by businesses today. This shows the tangible, bottom-line benefits of listening to your customers.

Surveys 78

Surveys Feedback Banking Best practices 78

CustomerSuccessBox

APRIL 27, 2022

Upselling is crucial for any B2B SaaS business. So, having B2B SaaS upselling strategies is vital for your business growth. If yes, then it might be time to set the ball rolling for an ‘Upsell’ conversation. Putting an upsell plan in place, knowing the strategies, etc. Why are B2B SaaS upselling strategies important?

Upselling 52

Upselling B2B SaaS Feedback 52

Callminer

SEPTEMBER 14, 2020

For instance, a call center business analyst might recommend implementing an interaction analytics solution for a collections and accounts receivables management (ARM) firm to ensure that call center agents meet compliance requirements for debt collection. As your company grows, so does the need for staff and analysis of performance.

Call Center 182

Call Center Analytics First call resolution Metrics 182

CSM Magazine

FEBRUARY 5, 2025

Tasks such as order tracking, refund requests, or account updates are often completely handled by these virtual assistants, reducing wait times for customers. Predictive Analytics and Sentiment Analysis AI algorithms analyze customer behavior , feedback, and conversations to understand sentiment and predict future needs.

Contact Center 52

Contact Center Chatbots Analytics Airlines 52

Totango

AUGUST 16, 2022

Identifying customers in the market for upsell offers and referral invitations. For example, you can use automated monitoring of client accounts to track user adoption rates. Highly active customers and satisfied users may be open to renewing and purchasing upgrades or additional upsell products. Dunning Management: Profitwell.

Customer retention 106

Customer retention Upselling CRM SaaS 106

CustomerSuccessBox

JUNE 12, 2021

Although these two key roles sound similar, some strict lines differentiate between an Account Manager (AM) and a Customer Success Manager (CSM). Who is an Account Manager? An account manager is, usually, the single point of contact between the company and the customer. Account management vs Customer Success (CS).

Accountability 52

Accountability Management SaaS Upselling 52

Totango

MARCH 29, 2022

For Hannah Strickland, a customer success manager at Incident IQ , the use of Totango and HubSpot has been a game changer for her team’s understanding of their customer accounts. Increase product adoption and identify opportunities for upsell. Here’s how Totango and HubSpot help teams to create an improved customer journey.

Customer advocacy 101

Customer advocacy Upselling Accountability Sales 101

Totango

MARCH 16, 2021

A full journey map covers all stages from lead acquisition through subscription renewals, upsells, and referrals, although some maps abbreviate this to focus on the post-sales part of the process. B2B Customer Journey Analysis. The practical value of B2B customer journey mapping increases when combined with a customer journey analysis.

B2C 118

B2C B2B Journey mapping SaaS 118

Amity

MARCH 24, 2017

Most companies have revenue engines that run on delicately intertwined gears of new logos, retention and upsell/cross-sell. My goal at Influitive was to systematically increase retention and to create growth opportunities within existing accounts. Explore potential areas for growth within an account early and often.

Accountability 56

Accountability Engineering Metrics Upselling 56

ChurnZero

MARCH 24, 2025

Customer success is now a leader in retention and expansion revenue, and those top CS teams are mapping and easily tracking customer journeys, from onboarding to advocacy, on both the individual and account level. Without the proactive edge of a customer success platform, CSMs will miss: Usage drops for high-value accounts.

Technology 52

Technology CRM Engineering Finance 52

Interaction Metrics

APRIL 17, 2025

It was built for organizations with the resources to manage layered feedback systems, not for lean teams that need quick, actionable customer feedback analysis. Were a full-service survey company handling everything you need including survey design, deployment, analysis, reporting, and more.

Surveys 48

Surveys Enterprise B2B Analytics 48

Totango

AUGUST 9, 2022

Sales : Sales teams can use customer segmentation to group prospects and customers based on propensity to buy, potential transaction value and upsell opportunities. Success teams can also use segmentation to promote subscription renewal, spot upsell opportunities and analyze trends in customer product usage to better understand behavior.

Best practices 106

Best practices B2B Journey mapping Upselling 106

TeamSupport

JUNE 29, 2023

They present an opportunity to introduce upsells to products, add new features to products, include a subscription plan to further engage them. Know To “know” requires an analysis of the foundation of your customer relationship. In turn, you grow with your customers because there are more opportunities for upsell and cross-sell.

Upselling 97

Upselling Metrics Chatbots Customer Support 97

Totango

NOVEMBER 10, 2017

When looking at leveraging the model, organizations should: build an early warning system with alerts and notifications; use it to forecast churn, renewal and upsell opportunities; set up trigger-based emails to nurture accounts back to good health; and make company health information visible to everyone in the company.

Upselling 77

Upselling Accountability Metrics Technology 77

Amity

SEPTEMBER 5, 2018

Align your Customer Success team with the Sales organization – As you build your Customer Success team understand how you will manage customers based on the account size and level of importance. Transparency – Giving your sales team access to customer adoption and churn risk accounts is very powerful.

Technical Support 80

Technical Support Upselling Accountability SaaS 80

CSM Practice

NOVEMBER 4, 2020

However, business growth cannot be achieved by simply implementing upsell and cross-sell strategies. Upsell Campaign : Low-touch focused and discount-driven expansion campaign. Veriforce drove a deeper adoption and higher value for customers that also resulted in several new opportunities for upsell. The Upsell Campaign.

Upselling 75

Upselling Sales Accountability Service level 75

Cincom

FEBRUARY 14, 2025

Ensure pricing logic accounts for regional tax structures, regulatory compliance, and multi-currency support for global operations. Without a structured approach, they risk suboptimal recommendations, longer sales cycles, and missed upsell opportunities.

Best practices 40

Best practices Sales CRM Finance 40

ProProfs Blog

SEPTEMBER 28, 2018

Is C-3PO going to be able to upsell a customer on another product/service your company makes because of his positive interactions with them? It also facilitates text analysis as a bridge to obtaining robust voice of customer (VoC) insight. Must Read : Why you should use live chat ? Definitely not. When done right (e.g. Tweet this.

B2B 159

B2B Chatbots Upselling Interactive Voice Response 159

GetFeedback

JANUARY 28, 2019

Use cohort-based NPS analysis . Sales and customer success teams can sort through their accounts to find the happiest customers who might be primed for an upsell. More NPS survey results analysis. This kind of analysis is great for measuring: The response to product updates and releases.

Surveys 98

Surveys CRM Upselling Analytics 98

Totango

NOVEMBER 10, 2017

When looking at leveraging the model, organizations should: build an early warning system with alerts and notifications; use it to forecast churn, renewal and upsell opportunities; set up trigger-based emails to nurture accounts back to good health; and make company health information visible to everyone in the company.

Upselling 72

Upselling Accountability Metrics Technology 72

Lumoa

JANUARY 23, 2018

The purpose is to convert unstructured text into meaningful structured data to support business analysis and decision making. Topic analysis reveals topics that are most talked about. Sentiment analysis involves analyzing subjective material and extracting attitudinal information. The value of analysis is in the actionability.

Analytics 114

Analytics Feedback Metrics Customer Experience 114

Outsource Consultants

FEBRUARY 14, 2025

Imagine your VIPs or high-value accounts stuck in automation loops, sitting on hold, or screaming at a chatbot! If sentiment analysis flags a frustrated customer , AI apologizes proactively and offers a discount or goodwill gesture. AI Predictive Upselling: Smarter Offers at the Right Time People arent anti-upsell.

Upselling 67

Upselling Scripts Interactive Voice Response Banking 67

Pointillist

SEPTEMBER 10, 2020

Take, for example, a customer desiring to move money from one account to another via their mobile phone. In contrast, organizations that use a journey-based approach can take a much more comprehensive set of behaviors into account—including inaction in a parallel Device Activation Journey. Their goal is to expand their service.

Personalization 128

Personalization Interactive Voice Response Enterprise Upselling 128

ProProfs Blog

DECEMBER 11, 2020

Gaining better profits by recommending the right products during an upsell opportunity. Here giving up on your products and services would mean closing their accounts, switching to another brand for similar products or canceling subscriptions. These can also help you in: Preventing customer churn. Improving customer engagement.

Metrics 148

Metrics Abandon rate Surveys Customer effort 148

Totango

FEBRUARY 23, 2022

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. Expansion : a satisfied customer increases their usage of your product and brand to include advanced features, upgrades, and upsells. Here, we’ll show you how to create your path to customer success.

SaaS 117

SaaS Journey mapping Upselling Best practices 117

Totango

MAY 24, 2022

Analysis of customer data to qualify, score, and prioritize sales opportunities. Identifying upsell and referral opportunities. A quality customer success platform can: Create BI without exporting data to a separate data analysis application. Integration of data between CRM apps and other apps, such as marketing platforms.

CRM 96

CRM SaaS Enterprise Sales 96

Totango

SEPTEMBER 29, 2020

Similarly, if your customer success software shows your customer has reached their license maximum, then it’s time to engage an upsell campaign and encourage them to expand. When you explore Spark, you’ll find a powerful data collection and analysis tool that will help you maximize your CLV by better servicing your customers.

SaaS 110

SaaS Enterprise Metrics Upselling 110

ClientSuccess

NOVEMBER 1, 2018

In a recent article , Patrick questions the overall definition of customer success, echoing a common sentiment in the industry: is customer success about combating churn or is it focused on upsells and renewals? On top of that 10%, organizations with a dedicated ‘Account Manager’ role see another 5% bump in retention.

Upselling 61

Upselling SaaS Accountability Sales 61

Totango

FEBRUARY 23, 2023

Chris suggests that measuring customer health is one of the most important performance indicators to determine whether an account, a segment, or your overall portfolio is healthy or at risk on their journey to success. There might be a sponsor change at a customer account. Look at the inputs, weighting, and results regularly.

Metrics 89

Metrics Upselling Accountability Enterprise 89

Comm100

OCTOBER 19, 2022

This is a verification of an individual’s identity if they make a transaction or if the bot needs to access a bank account during the chat. #3 6 Sentiment Analysis. Sentiment analysis is a feature that can identify whether a customer response is positive, negative, or neutral. Personal Scan. 3 Visual Flow Builder.

Chatbots 98

Chatbots APIs Analytics Upselling 98

Totango

APRIL 13, 2021

GRR can never exceed 100% because even if you maintained renewals of all accounts without any churn or downgrades, you’d still have the same MRR at the end of the month that you had at the beginning. This can lend you insight into how well your cross-sell and upsell strategies are working. GRR can only go down from 100%, not up.

Upselling 71

Upselling Customer retention Metrics Enterprise 71

Amity

JULY 25, 2016

Align your Customer Success team with the Sales organization – As you build your Customer Success team understand how you will manage customers based on the account size and level of importance. Transparency – Giving your sales team access into customer adoption and churn risk accounts is very powerful.

Technical Support 59

Technical Support Upselling Accountability SaaS 59

CSM Practice

FEBRUARY 15, 2021

Analysis of the data revealed the following key insights on the types of organizations that currently maintain a customer health score: The customer health score is more common by 31% points in companies with a large customer success team. With those key accounts, it is just as important to maintain our data-driven approach in accounts.”.

Surveys 64

Surveys SaaS Benchmark Upselling 64

TechSee

MARCH 7, 2019

Companies that measure and hold reps accountable for the overall outcome of an episode, considering the emotional impact on customers, the frequency of the issue and overall company costs, find that they earn the loyalty of both their customers and agents.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104