ChurnZero

JUNE 15, 2023

Product usage data is one of the best tools customer success managers can use to anticipate customer needs, drive adoption, and increase expansion. With usage data, you can stay one step ahead and get an inside look into your customers’ preferences and potential areas of improvement. What is product usage data?

Accountability 96

Accountability Upselling Analytics Metrics 96

Totango

JULY 29, 2022

Did you know that 70% of revenue in a subscription-based business comes from existing customer renewals and upsells? In order to ensure renewals and maximize upsell opportunities, it’s important to consistently provide value throughout the entire customer journey. Accounts with 95%+ licenses consumed. Growth rate last 90 days.

Upselling 115

Upselling Enterprise Accountability Metrics 115

Call Design

JANUARY 21, 2021

While AI won’t replace the human element of your contact centre, it can be used to gather data and information that can help your management team improve daily operations and coach agents on their performance. During these calls, AI can suggest specific products for your agents to upsell to customers. Upgrade Old Technology.

Upselling 167

Upselling Coaching Consulting Consulting 167

ClientSuccess

OCTOBER 25, 2022

In addition to managing the day-to-day health and support of customer accounts, CSMs are tasked with building a strategic vision for customers and reviewing future challenges, wins, and opportunities. . What is a customer account review? Customer account reviews can happen on a quarterly, bi-annual, or even annual basis.

Accountability 74

Accountability Upselling Metrics Sales 74

Totango

SEPTEMBER 11, 2020

However, in a world where Customer Success teams often have dozens of accounts to care for, it can be challenging to fully understand the specific needs of individual client accounts and to find time to reach out to each client to meet those needs. . How Data-Driven Customer Engagement Optimizes Your CS Team to Meet Client Needs.

Upselling 83

Upselling Enterprise Healthcare Metrics 83

Help Scout

MAY 27, 2021

When considering customer success and account management, it’s valuable to consider them as complementary teams rather than interchangeable groups or, worse, competitors. There are a few things that differentiate customer success from account management. What is account management? What is customer success?

Accountability 66

Accountability Management Upselling Education 66

NobelBiz

MAY 25, 2023

Are you looking to optimize your call center’s efficiency and streamline your business’s data management process? If so, it’s crucial to find the right call center software vendor that integrates with a customer data platform (CDP). Managing customer data is nothing new.

call center software 98

call center software Call Center APIs Contact Center 98

ShepHyken

JULY 1, 2022

Data-Driven Customer Experience that Offers Personalized Service. This technique is used by many airlines to analyze data and offer personalized services such as best fare alerts or other extras that might be of interest to travelers. . Over time, the AR category is likely to account for a considerable revenue share.

Airlines 200

Airlines Upselling Customer Experience Chatbots 200

Totango

AUGUST 14, 2020

Which then got our account teams, sales team, product teams, and support teams all excited and asking how to leverage Totango. It’s amazing and enables that two-way data exchange. We have Account Managers that are accountable for the cross-sells, upsells, and renewals with our customers.

Accountability 157

Accountability Feedback Sales Upselling 157

Totango

MAY 6, 2022

We’ll define customer health score, what metrics go into it, and what it tells you about customer accounts. ” The customer health score simplifies data from multiple data points by combining them into a single metric represented by a numeric score. Adoption : How many licensed accounts sold are actually being used?

Best practices 121

Best practices Upselling Metrics Journey mapping 121

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? No, really.

Marketing 147

Marketing Customer Service Upselling Customer Support 147

Totango

FEBRUARY 13, 2024

With TrustRadius’ 2024 Most Loved Award in hand, Totango is proud to showcase how it is at the forefront of providing data-driven customer insights, helping companies across the globe prevent churn, increase revenue growth, and boost team efficiency. We love data-driven insights,” he says. “We Totango has proven to be a game changer.”

Upselling 109

Upselling SaaS Accountability Enterprise 109

Totango

NOVEMBER 25, 2020

Customer 360 enables a complete look into the health of all your customers by aggregating important data into one central location. Customer 360 creates a holistic view of client health by pulling from a variety of data sources. Amongst these different data sources, Customer 360 accesses: Support tickets . Financial data.

CRM 110

CRM Upselling Metrics Accountability 110

Totango

APRIL 2, 2019

This is also a good time to add upsells to accounts that have high customer health scores. Health scores indicate which customers may be receptive to cross-sell or upsell offers and which ones might require extra attention from your success team. Or, your data may reveal patterns. Gather Feedback.

Journey mapping 108

Journey mapping Upselling Accountability Feedback 108

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

Totango

AUGUST 11, 2021

AI increases the efficiency of automation by allowing you to monitor customer data and trigger workflows when specific criteria are met. For example, your digital data may indicate that a particular support issue is encountered frequently by customers in the onboarding stage.

Best practices 118

Best practices Customer Experience Upselling Interactive Voice Response 118

Callminer

SEPTEMBER 14, 2020

They serve as a bridge between IT and other business functions, making data-driven recommendations that meet business requirements and improve processes while optimizing costs. Business analysts must own the call tracking systems and actively leverage data to tune the call center policies and procedures. Andrew Tillery. MAPCommInc.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Totango

JULY 5, 2022

Monitoring this important information allows you to make informed, data-driven decisions, and to evaluate how customer behaviors and interactions align with your business priorities and make adjustments as needed. . Make the Most of Upsell Opportunities. Engage Your Customers. They are a function of the overall customer experience.

Upselling 101

Upselling CRM Best practices Accountability 101

Totango

NOVEMBER 23, 2021

This is because CRM tools are designed to manage customer relationship data, not customer success outcomes. They can store customer contact data, identify sales opportunities, schedule sales appointments, record notes from sales meetings and manage sales teams. You’re Not Collecting Enough Data to Manage Customer Interactions.

Upselling 95

Upselling CRM Revenue potential Feedback 95

Totango

MAY 7, 2024

If you’d like to see more data around the top priorities and challenges for CS and Sales leaders this year, check out our report. By our math, that means nine out of 10 revenue-accountable leaders need a hand getting on the same page as their fellow go-to-market (GTM) counterparts. Use your words Talk to each other!

Sales 100

Sales Upselling Metrics Accountability 100

Totango

AUGUST 9, 2022

While customer segmentation predates digital technology, segmentation today relies heavily on digital databases and data analytics. Databases store customer data in organized categories for efficient retrieval and use. Data analytics allows stored information to be scanned for patterns that reflect useful business intelligence.

Best practices 103

Best practices B2B Journey mapping Upselling 103

Totango

AUGUST 21, 2020

I would say our challenge isn’t with the actual tool, it would be with how data is presented across the SAP landscape that leads to 80% of the questions and support tickets. SC: Health scoring is a good example of this, however all of the data / KPI definitions can be a good example. What data is used?

Upselling 116

Upselling Accountability Metrics SaaS 116

Totango

MARCH 21, 2019

Success in these areas leads to a more successful renewal and upsell phase. Increase upsell opportunities. Figure out how long it takes to educate customers on your product, then strive to maintain this period across your accounts. Increase Upsell Opportunities. Establish a customer nurturance program.

Enterprise 87

Enterprise Upselling Education Accountability 87

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 103

Customer retention Upselling CRM SaaS 103

Beyond Philosophy

FEBRUARY 3, 2022

Framing this situation in terms of Naïve to Natural, a Naïve or Transactional company would start the operational process to get the customer serviced, probably by asking for an account number. With these data points in place, you can prove to your team and senior management that the soft and fluffy emotional stuff is working. .

Journey mapping 195

Journey mapping Customer centricity Consulting Consulting 195

Balto

JANUARY 14, 2025

From understanding the fundamentals of call center predictive analytics to diving into real-world call center analytics use cases, this comprehensive guide covers everything you need to know about analyzing call center data. Predictive Analytics: Uses historical data to forecast future events like call volumes or customer churn.

Call Center 52

Call Center Analytics Average Handle Time Big data 52

CCNG

OCTOBER 19, 2022

Oracle, 2018) Optimizing customer experience is the most exciting opportunity for 19% of businesses, ahead of data-driven marketing that focuses on individuals (16%) and content marketing (14%). Zendesk, 2022) More than 70% of customers expect agents to have access to all information relevant to their account and query.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Totango

MARCH 29, 2022

Customer success goes beyond just viewing and knowing data points about your customers, and checking in periodically. With the ability to analyze data signals for changes in real-time, consistent, personalized engagement is possible, no matter how large the organization.

Customer advocacy 98

Customer advocacy Upselling Accountability Sales 98

Totango

DECEMBER 20, 2023

I felt fully supported by the Totango implementation, data, and support teams. All the while galvanizing internal collaboration across accounts and facilitating upsell/cross-sell opportunity and execution to grow our book of business. The onboarding experience was in-depth and thorough.

Enterprise 112

Enterprise Customer centricity Benchmark Upselling 112

Callminer

JUNE 3, 2019

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 technology works to combine what’s going on in real time with historical data for context to guide your agent to the proper solution.

Best practices 140

Best practices Average Handle Time Analytics Coaching 140

Totango

JULY 19, 2021

If you only check in with customers weekly or monthly, one representative can handle many accounts. According to Totango’s survey, 26% of respondents stated that the typical CSM at their companies managed between 51-100 accounts, while 17% of respondents stated that their CSMs managed more than 200 accounts! Onboarding.

Upselling 125

Upselling Feedback Surveys Customer advocacy 125

Quality Contact Solutions

AUGUST 20, 2021

At QCS, our priority has always been to protect our clients’ data and implement the highest security and privacy measures available. are recognized globally and affirm that a company’s infrastructure, software, people, data, policies, procedures, and operations have been formally reviewed.??.

Call Center 98

Call Center Telemarketing outsourcing B2C 98

Nicereply

MARCH 16, 2022

Some treat Customer Experience as a synonym to Customer Success, others see Success and Support as part of the CX team, and still, others prefer it reports into Sales as a way to increase upsells and renewals. For example, a dedicated account manager and phone support for our highest value customers. What a fantastic model!

Sales 111

Sales Customer Experience Upselling Self service 111

Pointillist

SEPTEMBER 10, 2020

It leverages customer journey data from every channel, source or system, so that each interaction reflects your customer’s entire experience with your organization—not just the current interaction. Take, for example, a customer desiring to move money from one account to another via their mobile phone.

Personalization 128

Personalization Interactive Voice Response Enterprise Upselling 128

Totango

APRIL 11, 2019

A customer success health score is a framework used to identify the status of your customers so you can quickly prioritize accounts. It is a powerful tool for capitalizing on potential upsell opportunities and preventing customer churn. A mark of 10 would indicate the users in the account are at the bottom 10% in terms of usage.

Metrics 88

Metrics Upselling Accountability Enterprise 88

Totango

SEPTEMBER 15, 2022

Sharing KPI data with your team. Identifying opportunities for upsells and referrals. Refund and cancellation data. Upsell deals : How many upsell offers did you close over a period? Green indicates that the account is doing well, suggesting the customer is a good candidate for an upsell or referral offer.

Metrics 96

Metrics Upselling SaaS Accountability 96