ProProfs Blog

DECEMBER 21, 2020

Stable customer base results in higher referrals, improved upsell revenue and increased lifetime value (LTV) which further results in improved customer acquisition in future. Reducing customer churn is impossible if you don’t have access to the right insights to analyze and use as a benchmark. Post-chat survey feedback.

Surveys 148

Surveys Benchmark Feedback Sales 148

PeopleMetrics

APRIL 17, 2015

A recent Gartner survey found that 89% of companies plan to compete primarily on the basis of customer experience (CX) by 2016. This subjective perception makes CX optimization evasive, ambiguous, and challenging to measure and benchmark. However, to enhance your CX, you must first measure and benchmark it. Know This….

Marketing 108

Marketing Customer Experience Benchmark Wireless 108

Comm100

SEPTEMBER 28, 2022

Live Chat Benchmark Report 2022. Download our annual Live Chat Benchmark Report for free access to the latest live chat data alongside best practices and optimization. Typically, a 50-60% benchmark is good to aim for. Read more: Live Chat Metrics 2022 – Benchmark Data. Click here. Number of chats. to save time.

Average Handle Time 98

Average Handle Time Benchmark Wait times Metrics 98

Nicereply

NOVEMBER 21, 2022

However, for each industry, there are benchmarks to show the normal CRR. By constantly checking your customers’ health scores , you will be able to spot upsell and cross-sell opportunities and offer your clients the best solutions for their businesses. The higher the CRR, the more money you can invest in customer acquisition.

Customer retention 98

Customer retention SaaS Upselling Analytics 98

Totango

AUGUST 23, 2022

Administering customer satisfaction surveys. Making upsell offers. As renewal approaches, a customer satisfaction survey may be emailed to the customer or solicited via in-app messages to assess a customer’s propensity to renew. Customer satisfaction surveys. Upsell offers. Delivering customer support.

B2B 122

B2B Journey mapping SaaS Upselling 122

ChurnZero

MARCH 31, 2023

If the vendor has been smart enough to collect aggregate data about how its customers use the product or service, it can also offer useful benchmark metrics to bolster that guidance.” If your customer churn rate is higher than these benchmarks, chances are, your company would benefit greatly by redoubling its efforts on Customer Success.

Benchmark 98

Benchmark B2B Accountability Consulting 98

Totango

APRIL 11, 2019

It is a powerful tool for capitalizing on potential upsell opportunities and preventing customer churn. Combining such metrics across an account performance leaves you with the following display: Doing Well: The customer rates well against health indicators and you should consider value-add engagements such as upselling.

Metrics 90

Metrics Upselling Accountability Enterprise 90

delighted

FEBRUARY 22, 2019

In this post, we’ll walk you through 7 customer survey types that can be leveraged to contextualize your customer feedback and dramatically improve your CX program. Some of the most important CX data comes from surveys. Customer surveys, by contrast, are used by companies to ask targeted questions to existing customers.

Surveys 57

Surveys Customer effort Feedback Benchmark 57

Totango

JANUARY 10, 2024

“Rather than gleaning actionable insights from siloes or single sources, our focus in 2023 has been gathering insights directly from our clients from areas that all of us are familiar with: NPS, surveys through support, post-implementation, product insights, business reviews, and more.”

Sales 99

Sales industry standards Benchmark Upselling 99

Totango

MARCH 5, 2021

Second , you can use your current CRR as a baseline to set goals and benchmarks for improvement. Retaining customers is far less expensive than the cost of acquiring new ones and can bring growth in the form of upsells from current customers. A Positive Customer Retention Rate Leads to Renewals and Upsells.

Customer retention 92

Customer retention Upselling Enterprise Benchmark 92

Totango

AUGUST 25, 2022

It increases customer satisfaction and loyalty, driving higher subscription renewal rates, reduced churn, and more sales from upsells and referrals. Invite customers who are nearing subscription renewal to participate in customer satisfaction surveys. Which benchmarks can you use to track progress toward your goals?

SaaS 103

SaaS Upselling Metrics Journey mapping 103

ChurnZero

MARCH 18, 2022

I would look at NPS in an annual NPS survey by buyer role. I could imagine doing a forecast off the surveys where you use the intent-to-renew survey to say, “We think your book of business at renewal is worth this, go beat that.” This question refers to survey results from KeyBanc Capital Markets. What’s your NRR?”

SaaS 98

SaaS Metrics Surveys Enterprise 98

AskNicely

SEPTEMBER 25, 2018

Here’s why: According to The 2018 NPS Benchmark Study, when high-level executive support is present, an organization is twice as likely to successfully build an advanced NPS (Net Promoter Score) program. Increase in sales / upsells and referrals. What to learn more about NPS benchmarks and how you compare? It starts at the top.

Customer advocacy 60

Customer advocacy Benchmark Upselling Best practices 60

ChurnZero

AUGUST 14, 2020

Track free-trial users for upsell opportunities to convert to paid users. NPS software is used to create, deploy, and manage NPS surveys. NPS surveys produce a score that is used as a customer satisfaction benchmark to measure your customers’ likelihood to recommend you to a friend or colleague. What is NPS software?

CRM 87

CRM Finance Upselling Accountability 87

Totango

AUGUST 18, 2022

It also promotes higher product usage, increases the likelihood of upselling purchases and encourages customers to become enthusiastic brand advocates. Establishing benchmarks representing progression and completion of onboarding. Designing a post-onboarding survey to incorporate into your customer journey workflow.

Journey mapping 99

Journey mapping SaaS Upselling Enterprise 99

CSM Practice

JUNE 16, 2020

Per CSM Practice COVID 19 Survey results , customers are now more used to having video conferences with vendors and a remote business review should be appropriate. Benchmarks. o Generally, customers appreciate benchmarks, let alone when their entire competitive landscape must deal with COVID-19 impact. Lessons learned.

Benchmark 64

Benchmark Upselling Best practices Surveys 64

Fonolo

JULY 5, 2023

How they approach upselling opportunities Upselling is something that all your customer-facing employees should be doing — not just sales. We have much more detailed information about surveying later in this blog. Binary Questions These are the simplest questions in your survey.

Surveys 104

Surveys Brand ambassadors Sales Advertising 104

CSM Practice

FEBRUARY 15, 2021

Takeaways from CSM Practice Customer Success Health Score Survey Results. In Q4 of 2020, CSM Practice synthesized its survey results from close to 200 of US-Based SAAS companies. The purpose of the survey was to assess the validity of common industry assumptions on customer health scores. Who Is Using a Customer Health Score?

Surveys 64

Surveys SaaS Benchmark Upselling 64

Lumoa

APRIL 28, 2024

You can even find opportunities for cross-selling, upselling, or personalized promotions by using real-time insights and trends generated by AI. Platform Overview Medallia is a cloud-based CX management software that provides survey features, sentiment analysis, social listening, and AI-powered insights.

Feedback 78

Feedback Consulting Consulting Enterprise 78

Help Scout

JULY 20, 2021

Hubspot cited a Customer Contact Council survey based on 75,000 customers. Setting up benchmarks for the standards you’d like to achieve with your customers is an essential step for deepening your customer orientation. You don’t necessarily need to ask through traditional surveys. User testing.

Sales 145

Sales Feedback Metrics Surveys 145

Totango

JUNE 4, 2021

Or if a customer has not used an important feature yet, you can remind them about it with in-product messaging or by providing an NPS survey. Spark’s Upsell and Expand Customers module can help you deploy this strategy by automatically detecting upsell opportunities and extending relevant offers. Reward Customer Loyalty.

B2C 63

B2C Upselling Journey mapping B2B 63

ChurnZero

JANUARY 26, 2021

From technical support to renewals and upselling, this role might be one of the most confusing and misunderstood jobs in all of tech. . Strong delivery for, and relationships with, your champions will most certainly make an impact on your future renewal and upsell opportunity outcomes. Executive Sponsor: . Primary Contact(s): .

Management 98

Management Chief Customer Officer Upselling SaaS 98

RapportBoost

DECEMBER 26, 2018

Technology can be leveraged to help contact center leaders better understand chat conversations and make decisions based on both their brand guidelines and what drives successful chat outcomes like sales, renewals, upsells, and customer satisfaction. Agent Training is becoming even more critical.

Benchmark 40

Benchmark Contact Center Chatbots Metrics 40

Lumoa

JULY 10, 2018

However, this result was based on survey with target group of decision makers responsible for digital experiences in large corporations. As Maurice Fitzgerald points out , the results of CSAT and NPS surveys are likely to point out to you factors of both kind while the Customer Effort Score typically captures detraction drivers.

Customer Experience 113

Customer Experience Metrics Banking Feedback 113

Totango

FEBRUARY 10, 2021

To put your goals of promoting customer success into action, you can define benchmarks that measure success in quantifiable terms. Defining desired outcomes enables you to establish benchmarks that can be used to measure customer success. Set Success Goals for Each Stage of Your Customer Journey Map.

Customer retention 90

Customer retention Journey mapping SaaS Benchmark 90

Pointillist

JULY 25, 2018

What are the quantitative business goals that will influence the journey analytics project e.g., churn, retention, acquisition, cross-sell, upsell, purchase, rate of renewal etc.? Upsell and Cross-sell Revenue Growth. 5 essential steps to find upsell and cross-sell opportunities with journey analytics ]. Submit Survey.

Analytics 93

Analytics Government Metrics APIs 93

Lumoa

NOVEMBER 29, 2021

However, this result was based on a survey with a target group of decision-makers responsible for digital experiences in large corporations. As Maurice Fitzgerald points out, the results of CSAT and NPS surveys are likely to point out both kinds of factors, while the Customer Effort Score typically captures detraction drivers.

Customer Experience 97

Customer Experience Metrics Feedback Banking 97

Outsource Consultants

APRIL 2, 2025

Now, let’s examine how to effectively assess call center performance through key metrics and benchmarks. A Zendesk survey revealed that more than 50 percent of customers will switch to a competitor after multiple bad experiences, underscoring the importance of quality service in driving long-term business value.

Call Center 67

Call Center First call resolution Average Handle Time outsourcing 67

Fonolo

FEBRUARY 9, 2023

Or how many opportunities to upsell a customer were missed because the customer support agent didn’t have the time to build a relationship with the customer? 3. Another approach to take is to look at the standards guides published by COPC which some in the industry use as benchmarks.

Service level 142

Service level Call Center Abandon rate Metrics 142

Totango

JUNE 23, 2020

Regularly Survey Customers. Strong scores could encourage you to take action in the form of upsell, cross-sell, and expansion campaigns , or by developing a customer case study or asking the customer to speak at an event. Send NPS surveys to customers by segment. Regularly Survey Customers. Turn Data into Actions.

Best practices 62

Best practices Brand ambassadors Surveys Enterprise 62

Quality Contact Solutions

FEBRUARY 26, 2021

SOC 2 Type II certification is considered to be the benchmark for data security. QCS offers many telemarketing services, including outsourced sales, upselling, cross-selling, surveys, lead generation, sales lead qualification, appointment setting, inside sales, and inbound customer service. and compliance professionals. “SOC

Telemarketing 52

Telemarketing B2C outsourcing Benchmark 52

ChurnZero

MARCH 22, 2019

To better understand the impact, we had Rob Belcher, Managing Director at SaaS Capital share benchmarking data from their eighth annual survey of private B2B SaaS companies. So, the initial sale is very small, and all the sale is upsell. So here, it’s really all about new sales. Who would you rather buy from?

Customer retention 61

Customer retention Upselling SaaS Customer centricity 61

CustomerSuccessBox

DECEMBER 9, 2021

In a recent survey, 94% of the CS professionals rated churn reduction to be the highest priority. The survey also said that 84% of the CS professionals want to prioritize advocacy in 2022. The Customer Success KPI benchmarks for companies. Any surprises here? I don’t think so. Customer Satisfaction Score (CSAT).

SaaS 52

SaaS Benchmark Customer advocacy Upselling 52

Transparent BPO

AUGUST 20, 2019

The 2018 Customer Service Expectations Survey from Gladly, a customer service software provider, found that of nearly 1,000 consumers polled, 92 percent would stop purchasing from a company after three or fewer poor customer service experiences and 26 would stop after just one bad experience. Free guide shows you how.

Contact Center 69

Contact Center outsourcing Surveys Call flow 69

CustomerSuccessBox

JULY 19, 2021

Hence, Customer Success Management together with a solid strategy results in a decreased customer churn, increased upsell opportunities, and renewals. As per a survey by SurveySparrow , although only 8% of the companies’ KPIs were NPS, 63.16% of companies use NPS as a success metric. These are Top Customer Success Statistics in 2021.

SaaS 52

SaaS Customer retention Surveys Chatbots 52

CustomerSuccessBox

NOVEMBER 23, 2021

To achieve this, you can create satisfaction surveys and keep your customer file up to date. In the field, several key indicators are recognized as benchmarks. Satisfaction surveys. Before studying the most relevant indicators for your activity, it is necessary to look at the question of satisfaction surveys. Upsell rate.

Brand ambassadors 52

Brand ambassadors Upselling Construction Surveys 52

Fonolo

JUNE 9, 2014

Or how many opportunities to upsell a customer were missed because the customer support agent didn’t have the time to build a relationship with the customer? Another approach to take is to look at the standards guides published by COPC which some in the industry use as benchmarks.

Service level 96

Service level Call Center Abandon rate Metrics 96