Pointillist

JULY 25, 2018

Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Learning how to choose the best customer journey analytics platform is just the start. Steps to Implement Customer Journey Analytics. By Swati Sahai.

Analytics 93

Analytics Government Metrics APIs 93

AWS Machine Learning

NOVEMBER 15, 2023

Principal is conducting enterprise-scale near-real-time analytics to deliver a seamless and hyper-personalized omnichannel customer experience on their mission to make financial security accessible for all. The CCI Post-Call Analytics (PCA) solution is part of CCI solutions suite and fit many of the identified requirements.

Analytics 118

Analytics Interactive Voice Response Average Handle Time Contact Center 118

CSM Magazine

MARCH 6, 2025

Offer Guest Checkout Dont force new customers to create an account to make a purchase. Use Customer Data Shopifys analytics tools provide data on shopper behavior, preferences, and purchase history, enabling you to tailor your offerings to match their needs.

Abandon rate 52

Abandon rate Upselling Construction Feedback 52

ChurnZero

MARCH 14, 2025

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? Will the customer trust their customer success manager (CSM) if theyre more focused on dollars and cents than building a relationship with them?

Upselling 52

Upselling Sales Customer retention Consulting 52

Amity

AUGUST 9, 2016

SaaS Tattler Issue 91 - Is it the right time to upsell to your customer? They're an integral part of Customer Success, but they've always led to somewhat of a sensitive topic: Is now the time to upsell? • When Should You Upsell To Your SaaS Customers? • Upselling in a Customer-First Company.

Upselling 57

Upselling SaaS Customer centricity Analytics 57

Integrity Solutions

MARCH 11, 2025

Taking into account all of the factors that impact sales performance is critical, because this will, in turn, affect what you measure, how you approach sales training, how your sales managers coach their reps and your overall processes and strategy. It also helps create relationships across the account, not just with a single rep.

Sales 52

Sales Metrics CRM Coaching 52

Callminer

JUNE 3, 2019

Speech analytics technology leaves no room for guessing. It also removes the potential for any internal bias, offering both agents and managers the peace-of-mind they need to ensure they’re holding each other accountable. The solution: You guessed it, speech analytics. Improper training leaves agents unprepared.

Best practices 140

Best practices Average Handle Time Coaching Analytics 140

ChurnZero

NOVEMBER 26, 2024

Key performance indicators (KPIs) / objectives and key results (OKRs) they will be evaluated on, such as adoption, retention, upsell or cross sell, customer success qualified leads. Monitor account health, identify upsell opportunities, and collaborate with cross-functional teams to deliver exceptional customer experiences.

SaaS 52

SaaS Upselling Enterprise industry standards 52

Callminer

SEPTEMBER 14, 2020

For instance, to improve key call center metrics such as first call resolution , business analysts may recommend implementing speech analytics solutions to improve agent performance management. Successful call centers use analytics to help aid, streamline and maximize customer service and sales needs…”. AmraBeganovich. Kirk Chewning.

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

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

ProProfs Blog

DECEMBER 4, 2020

A great example of this is how Netflix is combining customer service and product promotions with its social accounts. The marketing team can do thorough audience research using tools like Google Analytics and social media analytics to compile data on existing customers and social audience such as: Age. Netflix and chill?

Marketing 147

Marketing Customer Service Upselling Customer Support 147

TechSee

SEPTEMBER 24, 2019

If Customer Service has not yet resolved a customer’s issue, a planned upsell should be delayed. Data analytics: 53% of executives are not yet treating data as a business asset and 52% admit that they are not competing on data and analytics. If Sam was a VIP once, he should be a VIP next time too.

Customer Experience 150

Customer Experience Self service Banking Analytics 150

ShepHyken

JULY 1, 2022

Over time, the AR category is likely to account for a considerable revenue share. Grow revenues & increase sales through upselling & cross-selling . Providing the right data and giving the insights and recommendations needed to deliver using an AI-based solution that leverages video analytics.

Airlines 191

Airlines Upselling Customer Experience Chatbots 191

ProProfs Blog

AUGUST 14, 2020

But the moment you reach the checkout page, you realize that you don’t have an account and are requested to sign up now. While Google Analytics can help you access such data once collected over a certain time period, live chat gives you insight on real-time customer behavior. Live Chat Analytics to Better Understand Prospective Buyers.

B2B 174

B2B Analytics Education Feedback 174

Totango

JULY 19, 2021

An understanding of how to apply the insights generated by analytics. If you only check in with customers weekly or monthly, one representative can handle many accounts. Finally, you need to build your team out so that you have enough people to monitor and communicate with all your clients frequently and promptly. Onboarding.

Upselling 126

Upselling Feedback Customer advocacy Surveys 126

Cincom

FEBRUARY 14, 2025

Ensure pricing logic accounts for regional tax structures, regulatory compliance, and multi-currency support for global operations. 4️ Enable AI-Driven Discount Recommendations Leverage predictive analytics to provide reps with optimal discount ranges based on historical data and customer behavior.

Best practices 40

Best practices Sales CRM Finance 40

Balto

JANUARY 14, 2025

In todays customer-first world, monitoring and improving call center performance through analytics is no longer a luxuryits a necessity. Utilizing call center analytics software is crucial for improving operational efficiency and enhancing customer experience. What Are Call Center Analytics?

Call Center 52

Call Center Analytics Average Handle Time Big data 52

CustomerSuccessBox

APRIL 11, 2019

Some think that a CRM should suffice whereas others want to build their own dashboards on top of analytics tools. Sales delivers customer acquisition vs. Customer Success delivers product adoption + retention + upsell. The overlaps happen only when they communicate during handoffs and upsells.

Upselling 80

Upselling SaaS CRM Customer advocacy 80

DMG Consulting

AUGUST 26, 2024

GenAI Is Revolutionizing Conversation Analytics View this article on the publisher’s website The conversation analytics IT sector is strong and picking up momentum, due in large part to generative artificial intelligence (genAI)’s contributions.

Analytics 48

Analytics Contact Center Quality management Calibration 48

Totango

AUGUST 9, 2022

While customer segmentation predates digital technology, segmentation today relies heavily on digital databases and data analytics. Data analytics allows stored information to be scanned for patterns that reflect useful business intelligence. This enables more repeat business, more upsell opportunities, referrals and higher revenue.

Best practices 106

Best practices B2B Journey mapping Upselling 106

CCNG

OCTOBER 19, 2022

Zendesk, 2022) More than 70% of customers expect agents to have access to all information relevant to their account and query. Gartner, 2022) Over 50% of CX professionals say their organization is planning to use predictive analytics and artificial intelligence ‘somewhat’ or ‘significantly’ more than they were doing so last year.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

CustomerSuccessBox

JUNE 3, 2022

Learn more about product data analytics here. Customer Health levels with data analytics. Customer success professionals can use these insights to discover similar accounts that would benefit from the same approach. Look at how our product leverages data analytics to give you Customer Success insights.

Analytics 52

Analytics Management Best practices Upselling 52

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. software bug fixes, wrong information corrected on the website) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. upselling to the most loyal customers) Process changes (e.g.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Totango

SEPTEMBER 15, 2022

We’ll also discuss features to look for in a customer analytics dashboard to help you optimize your Customer Success KPI monitoring. Identifying opportunities for upsells and referrals. Upsell deals : How many upsell offers did you close over a period? Red indicates the account needs attention to prevent churn.

Metrics 99

Metrics Upselling SaaS Accountability 99

JustCall

DECEMBER 7, 2022

Well, there are sales metrics and sales analytics software to take you closer to goals. Read on to know how to track and improve your sales performance by using the right metrics and analytical tools. What is Sales Analytics? Sales analytics is the process of generating actionable insights from the sales data.

Analytics 52

Analytics Sales CRM Metrics 52

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

Totango

AUGUST 21, 2020

Now with visibility across the account, they can easily see where there is risk, opportunity, health scoring for each part of their customer’s footprint and can easily see the broader account team ownership and domain specialists as OneSAP account team. Q: How did SAP manage CS prior to the Totango deployment?

Upselling 117

Upselling Accountability Metrics SaaS 117

ClientSuccess

OCTOBER 2, 2019

We often hear the roles of Customer Success Manager (CSM) and Account Manager (AM) used interchangeably. The ultimate difference between a Customer Services Manager and an Account Manager is both in their area of concentration and how each target their customers. . Let’s talk about Account Managers first.

Accountability 47

Accountability Management Upselling SaaS 47

ChurnZero

JUNE 15, 2023

Data can be collected through various methods including user analytics, surveys, and customer feedback. It’s also unreasonable to ask a CSM to review a customer’s entire account every single time they have an upcoming interaction to figure out what’s changed since the last time they talked. Uncovering expansion potential.

Accountability 96

Accountability Upselling Analytics Metrics 96

ChurnZero

AUGUST 14, 2020

They focus on opportunity management – like the manual activities that typically exist within accounts. Get direct access to CRM data, such as accounts, contacts, opportunities, cases, subscription data (renewal date, license count, total contract value, etc.) Product Analytics Software. What is product analytics software?

CRM 87

CRM Finance Upselling Accountability 87

ChurnZero

JUNE 15, 2023

With less budget to go around, some SaaS companies are merging customer success and account management into one function that’s responsible for an account’s business strategy, product adoption, and value realization, as well as its renewal and expansion. number of daily logins) to the account level.

CRM 96

CRM Sales Accountability Analytics 96

CSM Practice

JULY 6, 2020

SaaS companies are now turning to their customer success teams as client health , retention, and expansion of accounts become new priorities. As customers only buy what they need, they also hold suppliers accountable for higher standards. Upsells is a basic form of account expansion. 3. Changing Customer Priorities.

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Practice

JULY 6, 2020

SaaS companies are now turning to their customer success teams as client health , retention, and expansion of accounts become new priorities. As customers only buy what they need, they also hold suppliers accountable for higher standards. Upsells is a basic form of account expansion. 3. Changing Customer Priorities.

SaaS 71

SaaS Upselling Accountability Sales 71

Blueship Call Center

JANUARY 27, 2025

Upselling and Cross-Selling : Happy customers are more receptive to additional offerings. Data-Driven Insights Inbound call centers in India use advanced analytics to gather valuable insights into customer behavior and preferences. Predictive Analytics : Anticipating customer needs and offering proactive solutions.

Call Center 40

Call Center Customer Experience Brand ambassadors Technical Support 40

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. Requires you to refer to data from a lot of analytics tools to calculate the churn rate.

Metrics 148

Metrics Abandon rate Surveys Customer effort 148