ShepHyken

JUNE 8, 2023

This week, we feature an article by Sage , an international company that helps organizations of all sizes with accounting, payroll, and payment solutions. Sage is a global software company that provides accounting, payroll, and payment solutions for businesses of all sizes.

Customer Experience 156

Customer Experience Upselling Accountability Feedback 156

GetFeedback

JANUARY 28, 2019

The results from Net Promoter Score (NPS) surveys are the most underutilized tool in business. Okay, it’s a bold statement, but the potential locked up inside your NPS survey results is huge. Here are 5 ways to turn your NPS survey results into actionable insight. Combine NPS survey results with your CRM.

Surveys 98

Surveys CRM Upselling Analytics 98

Totango

AUGUST 14, 2020

Lucid bridges the gap between global questions and human answers by connecting buyers and sellers in one central location for survey sample groups. Which then got our account teams, sales team, product teams, and support teams all excited and asking how to leverage Totango. But what we wanted to do was really highlight the impact.

Accountability 158

Accountability Feedback Sales Upselling 158

Interactions

APRIL 2, 2025

Upselling, Cross-selling, and Emptying Those Shopping Carts With these same integrations and personalization, retailers can transform contact centers from cost sinks to revenue generators. 92% of surveyed consumers report lower customer effort when theyve experienced a seamless transition from self-service to live agent.

Self service 62

Self service Average Handle Time Upselling Contact Center 62

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. Customize Notifications and Health Scores. Gather Feedback.

Journey mapping 110

Journey mapping Upselling Accountability Feedback 110

ChurnZero

MAY 25, 2023

For example, survey research shows about half (50.2%) of all CS teams surveyed are directly responsible for customer renewals. While renewals are a central aspect of CS work, many Customer Success Managers (CSMs) have a mandate for upsells. In this approach, a renewal, upsell, or downsell is partially included in a forecast.

Upselling 97

Upselling Metrics Surveys Accountability 97

Totango

JULY 19, 2021

In a 2021 survey performed by Totango, 43% of respondents reported spending more than 50% of their time working with marketing and 56% of respondents said they spend more than 50% of their time working with service and support teams. If you only check in with customers weekly or monthly, one representative can handle many accounts.

Upselling 126

Upselling Feedback Customer advocacy Surveys 126

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 124

Best practices Upselling Metrics Journey mapping 124

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. So, if you’re ready to transform your customer feedback into a driving force for positive change, dive into this article and learn how to make the most of your customer surveys!

Surveys 78

Surveys Feedback Banking Best practices 78

ProProfs Blog

DECEMBER 11, 2020

Gaining better profits by recommending the right products during an upsell opportunity. To calculate this metric, you need to roll out a customer satisfaction survey that can be sent out to customers once they’ve made a purchase or had a recent interaction with your support team. These can also help you in: Preventing customer churn.

Metrics 148

Metrics Abandon rate Surveys Customer effort 148

CCNG

OCTOBER 19, 2022

Martech Alliance, 2021) Nearly half (48%) of survey respondents said the customer experience they deliver falls below or significantly below their customers’ expectations. Forrester, 2016) The average email survey response rate is 24%. Fluid Survey, 2014) 75% of people complete surveys on their mobile.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

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

Integrity Solutions

MARCH 11, 2025

Last year, Salesforce reported 67% of sales reps surveyed didn’t expect to meet their quota, and 84% missed it the previous year. It also helps create relationships across the account, not just with a single rep. Improving sales performance is key to business growth, particularly in a constantly changing environment.

Sales 52

Sales Metrics CRM Coaching 52

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. These can include Net Promoter Score surveys and escalation monitoring tools. Your Upsells Are Going Down. A solution to this issue is customer health score.

Upselling 98

Upselling CRM Revenue potential Feedback 98

Quality Contact Solutions

AUGUST 20, 2021

Established by the American Institute of Certified Public Accountants (AICPA), the SOC 2 examination is designed for organizations of any size, regardless of industry and scope, by ensuring the personal assets of their potential and existing customers are protected.?

Call Center 98

Call Center Telemarketing B2C outsourcing 98

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 90

Metrics Upselling Accountability Enterprise 90

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

AUGUST 23, 2022

Administering customer satisfaction surveys. Making upsell offers. This may involve activating an account, setting up a username and password, completing a profile, getting oriented within your navigational menu or learning to use your product’s basic features. Customer satisfaction surveys. Upsell offers.

B2B 122

B2B Journey mapping SaaS Upselling 122

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 89

Enterprise Upselling Education Accountability 89

Babelforce

SEPTEMBER 8, 2021

This information is combined with touchpoints, customer goals, KPIs and team accountability. Over 85% of surveyed customers want to be contacted proactively by providers in matters relating to customer service. 4 Better upselling. Badly timed upselling doesn’t lead to more sales; it leads to higher churn. #5

Journey mapping 98

Journey mapping Upselling Customer effort Personalization 98

Vcaretec

JUNE 6, 2022

We plan for the peak days , we have a rigorous process for both long-form customer support calls and 30-second quick-resolution calls, and we train our staff to identify upsell and cross-sell opportunities naturally during support interactions. Ensure that your agents are trained to spot upsell and cross-sell opportunities.

Customer Care 96

Customer Care Upselling Accountability Education 96

ProProfs Blog

APRIL 17, 2020

In one of the surveys too, 47% of business owners find customer satisfaction to be one of the most important metrics to measure success. 8: Average Revenue Per Account. #9: And by giving up, we mean closed accounts, stopped renewing services, canceled subscriptions, or did whatever it takes for them to be considered inactive.

Metrics 142

Metrics Customer retention SaaS Surveys 142

Totango

SEPTEMBER 15, 2022

Identifying opportunities for upsells and referrals. 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. Red indicates the account needs attention to prevent churn.

Metrics 99

Metrics Upselling SaaS Accountability 99

Totango

FEBRUARY 7, 2019

Automate renewals and upsells. From helpdesk tickets to survey responses and account management engagement, you can organize and access information on any customer or segment within an actionable amount of time. Automate Renewals and Upsells. Understand your customer’s journey. Personalize your messaging.

Best practices 82

Best practices SaaS Customer retention Upselling 82

Totango

JUNE 4, 2019

If the lifeblood phases of upsell, cross-sell, and renewal are outcomes based on customer experience , then direct customer testimony of that experience is invaluable. That testimony arrives in many forms, from survey responses to escalations to high-touch conversations and email campaigns. Combining Words with Actions.

Upselling 83

Upselling Feedback Enterprise Surveys 83

CustomerSuccessBox

APRIL 11, 2019

Sales delivers customer acquisition vs. Customer Success delivers product adoption + retention + upsell. The overlaps happen only when they communicate during handoffs and upsells. << Recommended Minimum>> This is the ideal level you should be at once you have 50+ accounts, 2-3 CSMs and a Head of Customer Success.

Upselling 80

Upselling SaaS CRM Customer advocacy 80

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. Examples include: Search engine queries and ads. Video chat.

SaaS 113

SaaS Journey mapping B2B Upselling 113

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.) Track free-trial users for upsell opportunities to convert to paid users.

CRM 87

CRM Finance Upselling Accountability 87

Totango

APRIL 5, 2019

This could mean giving more attention to accounts that are in danger of churning or it could mean finding opportunities for upsells based on high usage rates. Gross upsell. Measure the number of active daily users in an account against the total number of licenses purchased. Let’s take a closer look at each metric.

Metrics 77

Metrics Upselling Accountability Enterprise 77

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

ChurnZero

MARCH 31, 2023

The authors refer to CSMs as “ growth engines ” and note “McKinsey benchmark data suggesting that existing customers account for between a third to half of total revenue growth, even at start-ups.” In his words, second-order revenue stems from upsells, renewals, word-of-mouth and champion change.

Benchmark 98

Benchmark B2B Accountability Consulting 98

Totango

MARCH 6, 2020

Voice of the Customer is usually considered to be the result of direct requests for information such as surveys (i.e. As mentioned above, VoC information won’t always fit neatly into a survey response or other feedback channels. Create a free trial account to get started today. What is VoC? VoC Best Practices: Next Steps.

Best practices 93

Best practices Upselling Feedback Enterprise 93

ProProfs Blog

SEPTEMBER 28, 2018

Recently eConsultancy conducted a survey that found Live Chat generates the highest satisfaction -73% – of any customer service channel. 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? Must Read : Why you should use live chat ?

B2B 159

B2B Chatbots Upselling Interactive Voice Response 159

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

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

Fonolo

OCTOBER 4, 2022

86% of people surveyed said they would pay more if that price tag came with exceptional customer service. If an agent effectively upsells in every sales call, this likely indicates a stronger proficiency in sales. Start with a self-assessment survey for employees, with questions that help to determine where their specialties lie.

First call resolution 87

First call resolution Contact Center Interactive Voice Response Wait times 87