Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. upselling to the most loyal customers) Process changes (e.g. Both groups of technologies can be utilized to make analytics more actionable. By the way, did you know that Lumoa’s analytics is powered by AI? Why is NPS ® going up or down?

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Totango

FEBRUARY 12, 2025

Why customer health is vital for enterprise growth Enterprise B2B organizations often face a daunting challenge how to maintain strong relationships when managing thousands of customers across multiple verticals, regions, and use cases. Maintain predictable retention metrics while identifying cross-sell or upsell opportunities.

Enterprise 62

Enterprise Metrics Accountability Construction 62

TeamSupport

DECEMBER 7, 2020

Because of the high-value nature of B2B (business-to-business) customers, missing the signs that one may be unhappy or at risk of leaving can prove costly. To identify upsell opportunities set triggers for words or phrases like, “How much is it to add a user?”. Upselling Other Products or Add-Ons. Why is this important?

Customer Support 98

Customer Support Upselling B2B Sales 98

TeamSupport

FEBRUARY 18, 2022

If your B2B business is aiming to grow in 2022 (whose isn’t?) In alarming cases where net new sales are close to equal with churn risk, your B2B business is failing to recognize the necessity of a customer-first approach. Know – analytical relationships over reliance on single metrics.

B2B 105

B2B Upselling Customer Support Sales 105

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

TeamSupport

FEBRUARY 18, 2022

If your B2B business is aiming to grow in 2022 (whose isn’t?) In alarming cases where net new sales are close to equal with churn risk, your B2B business is failing to recognize the necessity of a customer-first approach. Know – analytical relationships over reliance on single metrics.

B2B 98

B2B Upselling Customer Support Sales 98

ChurnZero

MARCH 7, 2025

An active digital customer community is a competitive advantage for any B2B SaaS company. For B2B SaaS companies, a strong community is a key component to building great customer relationships. This intermediate stage offers offers affordable solutions with limited analytical capabilities. 2: Lightweight community software.

SaaS 52

SaaS Gamification B2B Metrics 52

Interaction Metrics

APRIL 17, 2025

Best For Organizations of any size that want expert-built surveys, top-tier analytics, and full access to premium platforms without paying for or managing the tools themselves. It offers custom question types, logic, and multilingual support, though its analytics are more basic compared to Qualtrics.

Surveys 48

Surveys Enterprise B2B Analytics 48

JustCall

APRIL 26, 2022

As such, contact centers must offer their conventional sales playbooks a technology boost – in the form of B2B sales intelligence – to effectively push a deal over the finish line. Besides, complex B2B sales processes go beyond just numbers and names. Following are the benefits of AI sales tools for B2B companies: 1.

B2B 52

B2B Sales Upselling CRM 52

CustomerSuccessBox

JUNE 11, 2021

Upselling to existing customers , which is more or less the direct window to the Recurring Revenue for your SaaS Business. How do you recognize Upsell opportunities? Upsell, which essentially is derived from plan upgrades from basic to pro to enterprise, and whatever your path might be. A holistic approach to Upsell.

Upselling 52

Upselling SaaS APIs Enterprise 52

ProProfs Blog

AUGUST 14, 2020

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. These live chat analytics will enable you to improve upcoming customer journeys with your brand.

B2B 174

B2B Analytics Education B2C 174

Totango

NOVEMBER 27, 2023

This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams. Forrester recognizes the value customer success platforms can provide to B2B companies looking to foster retention, growth, and advocacy.

B2B 98

B2B CRM Enterprise Upselling 98

Quality Contact Solutions

MARCH 25, 2021

During her expansive career, Langenberg has used her expertise in project management, process improvement, quality, and analytics to identify, develop and implement changes that have transformed operations. Langenberg skillfully creates implementation plans that set her clients up for success from the start.

Telemarketing 98

Telemarketing outsourcing Management B2C 98

Pointillist

FEBRUARY 19, 2018

AI and customer journey analytics are key components in assembling businesses with One Voice, joined across silos and touchpoints. Data unification is a must for any type of behavioral analytics. Our web analytics and CRM platforms take advantage of this inherent luxury. Data Unification. Business Context.

Customer Experience 111

Customer Experience Analytics APIs B2B 111

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Long-term actions are based on the analytics results of the customer feedback. upselling to the most loyal customers) Process changes (e.g. So let’s start! Why is NPS ® going up or down?

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

TMP Direct

JULY 11, 2024

TMP Direct’s proven full-function B2C/B2B sales teams are designed to meet this need, driving inbound, outbound, and online sales, signups, and test drives. Our teams are trained to identify and capitalize on these opportunities, whether it’s upselling, cross-selling, or simply providing excellent customer service.

B2C 52

B2C B2B Sales Best practices 52

TMP Direct

JULY 11, 2024

TMP Direct’s proven full-function B2C/B2B sales teams are designed to meet this need, driving inbound, outbound, and online sales, signups, and test drives. Our teams are trained to identify and capitalize on these opportunities, whether it’s upselling, cross-selling, or simply providing excellent customer service.

B2C 52

B2C B2B Sales Best practices 52

CustomerSuccessBox

APRIL 19, 2021

It’s unlike most SaaS B2B businesses not addressing customer retention. In our last blog, we discussed the 7 data points that you need to monitor to reduce customer churn, here we will talk about the 3 kinds of early warning systems to drive b2b saas customer retention. Next-generation of using data in CS to drive b2b retention.

Customer retention 52

Customer retention SaaS B2B Upselling 52

CSM Magazine

MAY 16, 2023

For fintech companies in particular, quality Business to Business (B2B) customer support is crucial as it provides an opportunity for them to differentiate themselves from traditional bricks-and-mortar financial institutions. B2B companies have an added layer of complexity to perform well compared to their consumer-facing counterparts.

B2B 52

B2B Customer Support B2C outsourcing 52

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

TeamSupport

DECEMBER 8, 2023

Look for software that easily integrates with your CRM system, marketing tools, analytics platforms, and any other relevant applications. Reporting and Analytics Data-driven insights are crucial for optimizing your customer support processes. This information is invaluable for continuous improvement and strategic decision-making.

Customer Support 105

Customer Support Upselling Analytics Customer centricity 105

TeamSupport

JUNE 15, 2020

In 2008, when working for a former company where they could not find a true B2B (business-to-business) customer support solution, my colleague and TeamSupport Co-founder, Eric Harrington , and I set out to build one. At the time of development, there were no other B2B-focused support solutions, rather primarily ticketing management companies.

B2B 64

B2B Self service B2C Customer Support 64

Pointillist

APRIL 17, 2019

You know you need the right customer data analytics tools to discover customer journeys, understand customer behavior and provide your customers with a better experience. Today, the number of customer data analytics tools are overwhelming. But standing in your way are existing customer data management challenges.

Analytics 51

Analytics Journey mapping Multichannel Government 51

Totango

FEBRUARY 15, 2019

Once the product usage events are being reported, preferably in real-time, a usage analytics system is reading the instrumentation log and provides KPIs of the various dimensions of product usage and adoption. Please note that this record format applies for both B2B and B2C. Account ID *. Activity ID.

SaaS 72

SaaS B2C B2B Metrics 72

Cincom

MARCH 6, 2025

CPQ ensures that bundling strategies are optimized based on profitability analytics, customer preferences, and sales performance data , ensuring that businesses drive higher revenues without compromising margin integrity. Yes, CPQ software provides analytics and reporting tools to track pricing performance.

Automotive 40

Automotive Revenue potential CRM Sales 40

TeamSupport

AUGUST 25, 2022

Could the collapse of the Roman Empire ( the Western one ) have been prevented if the imperial bureaucracy was able to track their health and success via digital analytics? Upsell and Expansion. Quite the opposite of churn, upsell and expansion opportunities are very important for business success.

Upselling 98

Upselling Metrics Benchmark Analytics 98

Cincom

FEBRUARY 21, 2025

This results in lost revenue and missed opportunities to upsell or cross-sell. 5- Enhanced Upselling and Cross-Selling Strategies Many CPQ platforms include recommendation engines that suggest upgrades, bundles, and complementary products. 4- Frustrated Customers and Lost Deals Customers expect fast, accurate, and transparent quotes.

Sales 40

Sales Gamification Finance Best practices 40

CSM Practice

JULY 6, 2020

88% of companies recommend that their employees work from home to reduce the spread of Coronavirus, and more than 90% of B2B sales have switched to a virtual sales model, which can provide a lot of opportunities and challenges for sales and customer success teams. Upsells is a basic form of account expansion. and $0.27, respectively.

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Practice

JULY 6, 2020

88% of companies recommend that their employees work from home to reduce the spread of Coronavirus, and more than 90% of B2B sales have switched to a virtual sales model, which can provide a lot of opportunities and challenges for sales and customer success teams. Upsells is a basic form of account expansion. and $0.27, respectively.

SaaS 71

SaaS Upselling Accountability Sales 71

Totango

JUNE 17, 2021

In a B2B context, here are some of the most useful ways to segment customers and when you might want to use each: License Utilization. This information can indicate how actively an account is being used, which can, in turn, suggest actions such as intervening to promote more active usage or offering an upsell to encourage greater usage.

B2B 71

B2B Journey mapping Accountability Sales 71

CustomerSuccessBox

SEPTEMBER 20, 2021

CustomerSuccessBox is an outcome-driven Customer Success software for B2B SaaS, which helps maximize retention, drive product adoption, and grow revenue for your B2B SaaS. Recommended reads: Leveraging Analytics and Data to Empower Customer Success. Let’s look at the top customer success blogs. CustomerSuccessBox. Intercom Blog.

SaaS 64

SaaS Customer centricity B2B Best practices 64

Amity

SEPTEMBER 25, 2017

Over the past couple of years, we identified the need to become more B2B focused, while still doing B2C. When I joined the HelloSign team, our customers were mostly B2C and starting to emerge onto the B2B side. We regularly look at CSAT, NPS, retention, upsells, health score, and churn. What metrics do you watch closely?

B2C 0

B2C SaaS B2B Accountability 0

Tethr

MARCH 22, 2021

So that could be B2C sales, it could be B2B, but it could also be as simple as calling a mobile carrier to get a quote on a mobile plan. . Contact centers are being hit with a lot of pressure in terms of conversions, upsell, cross-sell, and more. In layman’s terms, we’re talking about when customers call companies to buy things.

B2C 106

B2C Sales Inbound sales Upselling 106

JustCall

APRIL 26, 2022

Traditionally, B2B sales teams worked in a linear manner. AI for sales enables B2B salespeople to operate with detailed assessments based on the most up-to-the-minute information. According to Gartner , by 2025, 3/4 of B2B sales organizations will refine their old strategies with AI-based sales assistants and solutions.

Sales 52

Sales B2B Upselling Chatbots 52

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Long-term actions are based on the analytics results of the customer feedback. upselling to the most loyal customers) Process changes (e.g. So let’s start! Why is NPS ® going up or down?

Customer Experience 60

Customer Experience Journey mapping B2C B2B 60

CustomerSuccessBox

JUNE 8, 2021

Work closely with BI, analytics team to get more insights (cross-functionality). Drive Renewals and Upsells. Establish upsell and cross-sell playbooks to expand the organization’s footprint within the customer base. Clarify ownership for each part of the customer journey. Orchestration of various tools.

Upselling 52

Upselling SaaS Metrics Best practices 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