Pointillist

MARCH 22, 2018

90% of customer value for B2B businesses is obtained after the initial sale.’ – Marketo. Amazon has attributed upto 35% of its revenue to cross-sell, both through its “Frequently Bought Together” and “Customers Who Bought This Item Also Bought” features. Why is upsell and cross-sell important? Upsell Or Cross-sell?

Upselling 71

Upselling Analytics B2B B2C 71

TeamSupport

DECEMBER 8, 2023

According to research by Microsoft, 59% of consumers have higher expectations for customer service than they did the year prior. As customer expectations continue to rise, businesses must invest in robust customer support software to streamline interactions, enhance efficiency, and ultimately build lasting relationships.

Customer Support 105

Customer Support Upselling Analytics Customer centricity 105

TechSee

FEBRUARY 5, 2019

Without further ado, here are 5 standout meta-trends with the potential to shape customer journey creation and curation in 2019. Augmented Reality Customer Experience. Seeing is believing and millions of customers of leading global brands already understand the value of interactive visual customer support.

Customer Experience 173

Customer Experience B2B Upselling SaaS 173

ProProfs Blog

SEPTEMBER 28, 2018

Or is it the lack of a medium that helps you keep your customers and site visitors engaged with the brand that ultimately leads to a delightful experience? You lack a medium that helps you provide 24/7, instant customer support that builds a delightful customer experience journey. Definitely not. Tweet this. Tweet this.

B2B 159

B2B Chatbots Upselling Interactive Voice Response 159

TeamSupport

FEBRUARY 18, 2022

If your B2B business is aiming to grow in 2022 (whose isn’t?) But what if this new business is replacing churned customers and there is no net growth? Even worse, what if this strategy is plugging a hole of capsized revenue left by more churned customers than acquired ones?

B2B 105

B2B Upselling Customer Support Sales 105

TeamSupport

FEBRUARY 18, 2022

If your B2B business is aiming to grow in 2022 (whose isn’t?) But what if this new business is replacing churned customers and there is no net growth? Even worse, what if this strategy is plugging a hole of capsized revenue left by more churned customers than acquired ones?

B2B 98

B2B Upselling Customer Support Sales 98

CSM Magazine

MAY 16, 2023

More businesses are recognising the value of outstanding customer service. In fact, 88% of companies now prioritise customer experience in their contact centres. Providing an outstanding customer support experience can strengthen these relationships.

B2B 52

B2B Customer Support B2C outsourcing 52

Lumoa

FEBRUARY 9, 2023

Whether you’re new to customer experience or seeking inspiration, this guide serves as your ultimate resource for exploring and delving deeper into this exciting field. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

TeamSupport

JUNE 22, 2020

Often, the very first contact the company ever has with a customer in that environment may be through a call center, where they have a simple request like asking for an update on their order. A B2B (business-to-business) environment is the other way around. In other words, you want your customer contact to feel like you know them.

B2B 64

B2B B2C Upselling Consulting 64

ChurnZero

MARCH 7, 2025

An active digital customer community is a competitive advantage for any B2B SaaS company. Well-managed communities are proven to increase customer retention, provide valuable product insights, expand brand awareness, and improve overall customer satisfaction. Integrations are key to creating a 360 view of your customers.

SaaS 52

SaaS Gamification B2B Metrics 52

TeamSupport

SEPTEMBER 13, 2019

However, as the B2B customer experience evolved, a single phone call is no longer good enough. Now, companies have entire “customer success” teams that focus solely on ensuring the customer is happy and remains that way. Are you new to the concept of customer success or still building your team?

B2B 63

B2B Upselling Accountability Customer Support 63

TeamSupport

AUGUST 17, 2020

There are two types of viewpoints when it comes to B2B (business-to-business) customer support. The first approaches B2B customer support as a cost center, or a necessary expense for running a business. After all, having a support team is required for your product, and it’s just something you need to have.

B2B 59

B2B Self service Upselling Customer Support 59

TeamSupport

MARCH 3, 2021

In Part 1 of this blog series we introduced the new imperative for customer support and customer success—achieving success for your customers… and for your bottom line. The second way is to use B2B customer support tools to proactively strengthen your customer relationships and reduce churn.

B2B 98

B2B Upselling Customer retention Customer Support 98

TeamSupport

MAY 11, 2021

At TeamSupport we have a belief that B2B companies are neglecting their existing customers in favor of focusing on new business. 1 So, for to continue to flow, customers must continue to use your products. H istorically, B2B customer support departments have not been thought of as revenue generating.

B2B 98

B2B Upselling Metrics Education 98

TeamSupport

MARCH 10, 2021

That’s part of the definition of Customer Success as given to us by the Customer Success Association. In Part 1 of this blog series we introduced the new imperative for customer support and customer success—achieving success for your customers… and for your bottom line.

B2B 98

B2B Upselling Coaching Customer Support 98

Freshcaller

AUGUST 28, 2018

Let’s take the case of B2B support — a profession that has been around for a long time. We decided to ask our Head of Support, Freshcaller — Harish, who has worked with Freshworks for the last 4 years, from when the company grew from a startup to what it currently is. 8 long years in B2B customer support, right?

B2B 49

B2B Call Center Customer Support Upselling 49

TeamSupport

AUGUST 30, 2019

Businesses have tried for many years to understand how customers truly feel, but with so many customer interactions moving online, gauging authentic sentiment and satisfaction is becoming more difficult. As a result, some customer support and success teams are beginning to explore ground-breaking technology called emotion detection.

Customer Support 60

Customer Support Upselling B2B Technology 60

TeamSupport

FEBRUARY 23, 2021

Where does your customer support team fit in? H istorically, B2B customer support departments have not been thought of as revenue generating. But for many technology companies, 70% or more of revenue comes from existing customers. 1 That means that “customer satisfaction” is no longer enough.

B2B 78

B2B Upselling Customer Support Sales 78

TeamSupport

MAY 1, 2020

So, how can businesses make the most of video technology to improve their customer support and operations? Here are four ways: 1) Save time by showing solutions instead of telling – Support interactions have traditionally happened on two channels in the past: email and phone.

Customer Support 71

Customer Support Technology Upselling Sales 71

TeamSupport

FEBRUARY 7, 2020

When it comes to customer support, a corporate culture can have a wide array of impacts. Here are some ways good and bad corporate cultures impact customer support operations. Easier to build customer trust – Customers want to communicate with people who understand their business.

Customer Support 64

Customer Support Upselling Personalization Management 64

Totango

MAY 7, 2024

If Sales over-promises what the customer can achieve with your product, then CS has been set up to fail when it comes to onboarding. If CS doesn’t have commercial conversations with healthy customers, they’re not setting Sales up to re-enter the conversation and potentially upsell. Use your words Talk to each other!

Sales 103

Sales Upselling Metrics Accountability 103

ChurnZero

FEBRUARY 9, 2021

Course Description: Customer success is a new field that goes beyond the more traditional sales, marketing, and customer support. Teams are being created to manage the customer life cycle and drive adoption, renewals, upselling, and advocacy.

Journey mapping 98

Journey mapping Best practices Upselling Consulting 98

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. This holds especially true in emergency and crisis situations with B2B companies.

B2B 64

B2B Self service B2C Customer Support 64

Lumoa

MARCH 20, 2018

Whether you’re new to customer experience or coming for little inspiration, this is the right place. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. So let’s start!

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

Totango

JULY 18, 2018

Customers often turn to Customer Service or Customer Support teams for help throughout the customer journey. From onboarding challenges, to user experience difficulties, to product misfires, the Customer Support or Customer Service agent is often the customer’s “first responder.”.

Customer Support 57

Customer Support B2C Customer retention Upselling 57

ProProfs Blog

AUGUST 14, 2020

Check previous customer conversations to improve the upcoming interactions. Identify upsell and cross-sell opportunities and help customers navigate those options to arrive at a purchasing decision. Is live chat helpful for B2B customer journeys? We can use live chat to nurture customer relationships.

B2B 174

B2B Analytics Education B2C 174

ProProfs Blog

APRIL 12, 2019

A loyal customer base is the cornerstone for any successful business. More so for Software-as-a-Service (SaaS) companies since acquiring new customers on a B2B level is much more difficult. This makes customer retention a necessity for SaaS-based companies. You can even upsell them to a new package! .

SaaS 120

SaaS Customer retention Surveys Morale 120

Interaction Metrics

APRIL 17, 2025

Best For Startups and small teams focused on customer experience or employee engagement who need a flexible, easy-to-launch survey solution. Compared to Qualtrics Where It Wins: Easier to use, more affordable, better customer support. It offers account tracking and a high support rating on G2 (9.6 vs. Qualtrics 8.7).

Surveys 48

Surveys Enterprise B2B Analytics 48

CustomerSuccessBox

JUNE 5, 2019

TL;DR A single customer health score is not ideal for a B2B SaaS business. Monitoring the right metrics, i.e., don’t mix support signals with product adoption signals. A SaaS customer goes through acquisition, onboarding, retention, and upsell. Perfect health for a B2B SaaS account.

Best practices 89

Best practices SaaS Accountability B2B 89

Totango

MAY 10, 2022

Trials of upsell products. In the context of B2B SaaS products geared toward enterprise users, the customer engagement strategy seeks to promote adoption by product users, executives, and stakeholders. What Are the Benefits of Customer Engagement Strategies? Adoption of advanced product features. Renewal of subscriptions.

Journey mapping 81

Journey mapping SaaS Enterprise B2B 81

ProProfs Blog

DECEMBER 27, 2020

As you help your leads get answers to these questions and walk through the decision stage, you are also required to focus on: Maximizing the funnel conversions by constantly engaging with your leads using live chat to ensure they leave as your customers. Working towards your goal to convert the lead into a customer.

Journey mapping 148

Journey mapping Education B2B Sales 148

Comm100

NOVEMBER 2, 2020

There are so many ways that healthcare organizations can use chatbots to automate customer support for clients and patients. One of the Best Chatbot Examples for a Holistic Customer Lifecycle. Industry: B2B. Chatbots are often associated with B2C verticals, so what is a chatbot’s role in B2B?

Chatbots 84

Chatbots Customer Service Banking Healthcare 84

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. Provide Responsive Support. Website visits.

SaaS 113

SaaS Journey mapping B2B Upselling 113

ClientSuccess

DECEMBER 21, 2021

GRR: gross renewal rate (GRR) measures the percentage of your customers who renew within a given time frame and can be a good indicator of the level of service your team is providing to customers. If your company is B2B, this could be interpreted as average revenue per logo.

Metrics 100

Metrics Upselling B2B SaaS 100

Solvvy

JUNE 17, 2021

Catering your customer support to your individual customers can be accomplished easily with a smart, chatbot platform like Solvvy. Solvvy uses persona-based routing to use the information you already know about a customer or prospect to serve them solutions and content personalized specifically to them. Check it out!

Personalization 71

Personalization Customer Experience Chatbots Upselling 71

Global Response

OCTOBER 27, 2022

Luxury brands leverage inbound contact center services to promote the VIP-level service of buying their brand – both as an inbound sales call center and customer support. In similar ways, automotive companies , universities, B2B, beauty brands and more utilize these services to improve their inbound customer service.

Call Center 62

Call Center Inbound sales Automotive Upselling 62

ClientSuccess

APRIL 13, 2017

Importance of Aligning Customer Success & Customer Support. Perhaps the most critical alignment in an entire organization is that of customer success and customer support. Customers are the lifeblood of an organization and are the sole reason for company growth, expansion, and revenue—year after year.

Customer Support 41

Customer Support SaaS Upselling B2B 41