Totango

AUGUST 14, 2020

Audience: When it comes to relaying feedback to internal stakeholders, what tools do you use to collect customer feedback, share it internally, and present it in a clear way? Collect & document feedback . Identify feedback provider and organization. As part of that we: . Map stakeholder type.

Accountability 157

Accountability Feedback Sales Upselling 157

CCNG

APRIL 27, 2022

I thought about the warehouse full of employees that were waiting to ship out orders the contact center teams took, and I thought about the dozens of account managers that were depending on the contact center teams to sell products and make their clients happy. I did the same thing with the account managers and clients.

CCNG 195

CCNG Contact Center Scripts Feedback 195

Totango

JANUARY 30, 2020

Customer success and account management share common goals: Building customer loyalty and driving growth. Still, considering customer success vs account management reveals some insight into the contributions of both roles. Customer Success vs Account Management: How are They Different? Keeping Customer Goals in Mind.

Accountability 71

Accountability Management Upselling Enterprise 71

Amity

AUGUST 30, 2018

Companies that don’t want to miss out on the trend of branding themselves as “customer-centric” might consider repackaging an existing team, like Account Management, as Customer Success. This would be a short-sighted move since Customer Success and Account Management are distinguished by more than just a naming convention.

Accountability 67

Accountability Management Upselling SaaS 67

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

Totango

JULY 19, 2021

You’ll see how valuable these skills are when your customer success team drives retention, lowers churn, and collects customer feedback. Not only will your customer success team solve customers’ problems, but they will also help customers have a voice within your company by sharing and acting on their feedback. Onboarding.

Upselling 125

Upselling Feedback Surveys Customer advocacy 125

Totango

APRIL 2, 2019

Gather feedback. 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. Gather Feedback. Automate tasks.

Journey mapping 108

Journey mapping Upselling Accountability Feedback 108

Totango

JANUARY 30, 2020

Customer success and account management share common goals: Building customer loyalty and driving growth. Still, considering customer success vs account management reveals some insight into the contributions of both roles. Customer Success vs Account Management: How are They Different? Keeping Customer Goals in Mind.

Accountability 63

Accountability Management Upselling Enterprise 63

Callminer

JUNE 3, 2019

Let’s run through some of the triggers that send employees running in the other direction and how managers can help stop the cycle: Poor feedback is stunting agent growth. This holds especially true for call center agents who interact with thousands of customers per month, but only receive feedback on < 5% of these conversations.

Best practices 140

Best practices Average Handle Time Analytics Coaching 140

Totango

MAY 6, 2022

We’ll define customer health score, what metrics go into it, and what it tells you about customer accounts. An average result indicates that the customer relationship is strained, placing the account at risk of churn. Usage : How often do customers use their accounts, what features do they use, and how long per session?

Best practices 121

Best practices Upselling Metrics Journey mapping 121

Lumoa

AUGUST 8, 2023

Unlocking the power of VoC feedback is vital to the success of any business. 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.

Surveys 78

Surveys Feedback Banking Best practices 78

Totango

AUGUST 11, 2021

For example, if data indicates that a customer has not completed their account profile, a workflow can be triggered which sends the customer a reminder and a link to a tutorial on how to finish their profile. Use Customer Feedback to Refine Products and Services.

Best practices 118

Best practices Customer Experience Upselling Interactive Voice Response 118

Totango

NOVEMBER 25, 2020

Feedback metrics like NPS and CSAT scores. Number of Accounts. Accounts with Open High Priority Tickets. Account Coverage. Equipped with this knowledge, CS teams can create more opportunities for upsells/expansions, as well as reduce churn rates. . View and Act on Feedback. Financial data. Sales history.

CRM 110

CRM Upselling Metrics Accountability 110

Totango

NOVEMBER 23, 2021

This, in turn, makes it difficult to intervene with customers who are at risk of churn, as well as challenging to spot upsell opportunities. You’re Having Challenges Collecting Customer Feedback. Customer feedback provides another important indicator of satisfaction and can offer an early warning of customers at risk of churn.

Upselling 95

Upselling CRM Revenue potential Feedback 95

Totango

AUGUST 16, 2022

Other types of apps that may support customer retention include software for dunning management, collecting user feedback, tracking customer loyalty and analyzing client behavior. Identifying customers in the market for upsell offers and referral invitations. Encouraging more significant product usage. Dunning Management: Profitwell.

Customer retention 103

Customer retention Upselling CRM SaaS 103

ProProfs Blog

DECEMBER 11, 2020

Gaining better profits by recommending the right products during an upsell opportunity. Capture Customer Feedback Everytime. Once a chat or support ticket comes to an end, you need to send in a CSAT survey to your customers to capture their feedback. It’s quick and helps you collect feedback faster. Train Your Employees.

Metrics 148

Metrics Abandon rate Surveys Customer effort 148

ShepHyken

JULY 1, 2022

Whether it is an overwhelming experience or an unforgettable one, it is instantly highlighted with feedback. . Over time, the AR category is likely to account for a considerable revenue share. Grow revenues & increase sales through upselling & cross-selling . Metaverse in Travel Industry.

Airlines 200

Airlines Upselling Customer Experience Chatbots 200

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

ClientSuccess

MARCH 9, 2020

As part of this mission, customer success managers (CSMs) are responsible for the ongoing ‘success’ of a customer account. These are often hard numbers that executives can easily measure or account for. Amazing customer experiences often lead to recommendations and testimonials, which in turn usually mean an account renewal or upsell.

Customer Experience 97

Customer Experience Upselling Accountability SaaS 97

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. To know what your prospective buyers really think, you need a tool that helps you capture their feedback efficiently. Sign Me Up for Free ProProfs Live Chat Account! You get access to user browsing patterns.

Analytics 174

Analytics B2B Education Feedback 174

CCNG

OCTOBER 19, 2022

Temkin, 2017) After a bad experience, 30% of consumers tell the company, 50% tell their friends, and 15% provide feedback online. Forrester, 2016) 63% of CX professionals use customer feedback to prioritize investment in better products, services, and customer experiences. Forrester, 2016) The average email survey response rate is 24%.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

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. The function of the business analyst is pivotal and involves collaboration. RanaGujral.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Totango

MARCH 6, 2020

The feedback your VoC efforts provide are the unique perspective of your own customers, and the actions you take based on that feedback add value to their experience. To make the most of your Voice of Customer (VoC) data you need to know when to request, share, and use feedback in your daily workflows to impress and serve customers.

Best practices 93

Best practices Upselling Feedback Enterprise 93

Totango

JUNE 4, 2019

According to research by workplace collaboration specialist Atlassian, less than 1 in 5 people believe companies listen to their feedback. Whenever a customer offers feedback, they are giving you an opportunity to make them happy—or at least happier. Be sure you are capturing feedback at multiple levels as well.

Upselling 80

Upselling Feedback Enterprise Surveys 80

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. upselling to the most loyal customers) Process changes (e.g.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Totango

APRIL 8, 2020

With services and products now readily available online through Cloud computing, customers are choosing low-risk, on-demand solutions that spread the value of an agreement across a recurring cycle of renewal and upsell. You’ll have an early warning system to keep watch over entire segments of accounts.

Customer Experience 106

Customer Experience Enterprise Education Accountability 106

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. These actions lead to increased efficiency and time savings.

Enterprise 112

Enterprise Customer centricity Benchmark Upselling 112

Quality Contact Solutions

JANUARY 27, 2022

This is one of the more common techniques to increase the overall value of an account. These accounts already have the main product or service, and the cross-sell is an add-on item that will increase the total amount of the account. Increase Sales by Upselling. Let’s talk about cross-selling.

Sales 98

Sales Upselling B2C Best practices 98

CustomerSuccessBox

JUNE 5, 2019

A SaaS customer goes through acquisition, onboarding, retention, and upsell. Ultimately, you have to identify unmet needs so that you can upsell / cross-sell. At each stage, you need some kind of a health score to evaluate the status of the account and decide how you would engage with the account to take it ahead in the journey.

Best practices 89

Best practices SaaS Accountability B2B 89

Totango

AUGUST 13, 2024

“We hit 115% of our target across Totango + Catalyst in Q1 on our expansion number, and that was largely due to the CSMs and the focus they put in along with the work that we’re doing with our account executives. Leverage front-line insights : Create the space for individual contributors to provide feedback. The results?

Management 98

Management Best practices Consulting Consulting 98

CSM Practice

DECEMBER 8, 2019

Revealing opportunities for cross-sells and upsells. Step 2: Map the Top 10 Reasons with Accounts. Each CSM identifies at-risk accounts for each of the top ten reasons. One customer account may be associated with multiple churn reasons, and input from each CSM is collated into a single spreadsheet. Related Links.

SaaS 88

SaaS Customer retention Accountability Feedback 88

TeamSupport

MARCH 3, 2021

Proactive customer engagement accounts for more than a quarter (28%) of Support interactions and grew by 14% from 2019 to 2020. The largest drivers were new customers, higher user adoption of product features, and more proactive outreach by Support. 1 That’s according to research by the Service Excellence Group (ServieXRG).

B2B 98

B2B Upselling Customer retention Customer Support 98

Totango

DECEMBER 3, 2021

Customer Satisfaction: What feedback are you receiving from customers in the form of CSAT, NPS, CSM sentiment, and satisfaction scores? Totango offers two ways to calculate and track customer health: Account Health and Multidimensional Health. Account Health . Account Health . Multidimensional Health .

Metrics 96

Metrics Accountability Upselling Enterprise 96

ChurnZero

SEPTEMBER 27, 2024

1: To hold customers accountable for outcomes, practice “proactive reactivity” Q: How do you hold customers accountable? Keishla : Accountability in business relationships is key. 4: Build a strong feedback loop between your customer success and product teams.

Best practices 52

Best practices Accountability Sales Feedback 52

Interactions

MARCH 6, 2019

It can also answer ordering questions, manage menu complexi ty, and create upsell opportunities. A conversational AI solution can give your guests full insight into their rewards program, by providing balance information, enrolling guests in programs, replacing lost cards, resetting account passwords, and providing redemption options.

Upselling 89

Upselling Customer Care Sales Technology 89

Totango

AUGUST 11, 2022

Digital interactions that inform SaaS client relationships span the range of the customer journey , from pre-purchase marketing engagements to onboarding to subscription renewals, upsells and brand advocacy. Customer satisfaction and feedback surveys. Upsell purchases. Elicit frequent feedback. Social media posts.

SaaS 110

SaaS Journey mapping B2B Feedback 110

Totango

MAY 3, 2019

Plus, current customers are more likely to make major purchases or upsells. Record customer feedback and make sure management reviews it, as feedback provides invaluable data that can help you identify bottlenecks along the customer journey. Then, act upon that feedback. Always keep the customer experience in mind.

Enterprise 81

Enterprise Upselling Feedback Advertising 81