Totango

JUNE 24, 2022

This makes success quantifiable for objective, data-driven CS management. When data indicates a customer is experiencing dissatisfaction, CS teams can intervene with corrective automated or manual procedures. On the other hand, when data reflects high customer satisfaction, CS teams can extend upsell offers or referral invitations.

Best practices 109

Best practices SaaS Journey mapping B2C 109

Cincom

FEBRUARY 14, 2025

This article outlines 10 CPQ best practices to help optimize your performance, eliminate inefficiencies, and maximize ROI. Use APIs and middleware to bridge gaps between CPQ and existing enterprise systems, ensuring smooth data flow.

Best practices 40

Best practices Sales CRM Finance 40

Totango

OCTOBER 25, 2022

Digital Success Manager : This is a specialized hybrid CS and IT role responsible for maintaining your customer success software, integrating it with your customer journey, and managing software functions such as tracking customer data. How to Structure a Customer Success Team: Four Best Practices. Build Customer Loyalty.

Best practices 101

Best practices Chief Customer Officer Customer centricity Sales 101

ChurnZero

JANUARY 10, 2022

Read our guide here for the 8 SaaS onboarding best practices to step up your onboarding experience. If you’ve gotten customer feedback , for example, and you want to look over it to identify pain points, recruit a cross-functional team to help you review the data. Put These SaaS Onboarding Best Practices to the Test.

Best practices 98

Best practices SaaS Metrics Upselling 98

Totango

MARCH 6, 2020

Voice of the Customer best practices turns words into action. 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. What is VoC? Make Sure You Respond to VoC. Seek Feedback at the Right Times.

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Best practices Upselling Feedback Enterprise 93

Totango

FEBRUARY 7, 2019

You should adopt a “time invested equals benefits gained” approach with your SaaS renewal best practices. The Top 5 SaaS Renewal Best Practices. It begins with a solid, data-driven understanding of your customer’s adoption and usage and culminates in a long-term, mutually beneficial relationship. .

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Best practices SaaS Customer retention Upselling 82

OctopusTech

JULY 21, 2023

In this data-driven era, customer data management is highly important than anything else for companies and they are constantly gathering a huge amount of customer information and details. Data of customers act as a lifeline for any business. A data-driven customer experience is important for the success of any company.

Best practices 62

Best practices Management Upselling Sales 62

TeleDirect

APRIL 7, 2025

Compliance and Security Training Legal and data protection standards are crucial for customer trust and regulatory adherence. Data handling policies Confidentiality agreements Industry-specific regulations (e.g., Here are best practices to implement: 1. healthcare, finance) 5.

Call Center 62

Call Center First call resolution Best practices Gamification 62

ShepHyken

SEPTEMBER 20, 2019

For example, if sales updates information about a customer contact in a CRM system, that information will be pushed to the support software so both teams have the most relevant data. This is just one way businesses are taking a smarter, data-driven approach to support information to keep customers happy.

B2B 289

B2B Customer Support CRM B2C 289

Totango

NOVEMBER 3, 2021

However, the value of NPS surveys depends on how you go about conducting them as well as what you do with the data you collect. Here we’ll cover some best practices for getting the most out of your NPS surveys. Thus, NPS data provides valuable business insight into both customer brand advocacy and customer loyalty.

Best practices 103

Best practices Surveys Upselling Journey mapping 103

Totango

NOVEMBER 3, 2021

However, the value of NPS surveys depends on how you go about conducting them as well as what you do with the data you collect. Here we’ll cover some best practices for getting the most out of your NPS surveys. Thus, NPS data provides valuable business insight into both customer brand advocacy and customer loyalty.

Best practices 102

Best practices Surveys Upselling Journey mapping 102

Totango

NOVEMBER 3, 2021

However, the value of NPS surveys depends on how you go about conducting them as well as what you do with the data you collect. Here we’ll cover some best practices for getting the most out of your NPS surveys. Thus, NPS data provides valuable business insight into both customer brand advocacy and customer loyalty.

Best practices 100

Best practices Surveys Upselling Journey mapping 100

Totango

FEBRUARY 4, 2020

5 Best Practices for Customer-Centric Growth. The best approach to encouraging customer-centric growth begins with understanding your customers and what they hope to accomplish. Give your customer data a face. Never try to force or coerce customers into upsells. Spot red flags earlier. Connect the dots.

Customer centricity 71

Customer centricity Best practices Upselling Enterprise 71

Totango

APRIL 14, 2020

Here are 6 B2B customer segmentation best practices to help make that happen: Stay Goal-Focused. To maximize the benefits of B2B customer segmentation, follow these best practices. . The Top B2B Customer Segmentation Best Practices. Get as Granular as You Need. Balance Segmentation. Be Ready to Act.

Best practices 71

Best practices B2B Enterprise Accountability 71

Callminer

FEBRUARY 23, 2021

Data custodianship will be taken more seriously. “Your customers are ‘digital natives’ and are becoming more and more concerned with data privacy issues. Also, agents with insight into how customers have interacted with sales teams have increased upsell and cross-selling opportunities.”

Call Center 376

Call Center Technology Banking Contact Center 376

CustomerSuccessBox

JUNE 5, 2019

The best practices for configuring a health score include. A SaaS customer goes through acquisition, onboarding, retention, and upsell. Ultimately, you have to identify unmet needs so that you can upsell / cross-sell. With a single health score, you are expected to be a data scientist.

Best practices 89

Best practices SaaS Accountability B2B 89

ROI CX Solutions

APRIL 24, 2025

Sales and upselling scripts Customer service agents play a critical role in selling products or services. Help agents navigate upselling with these helpful phrases. Upselling I see youre currently using [Basic Plan/Product]. Call center scripts best practices Writing effective scripts is only half the equation.

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Scripts Call Center Upselling Feedback 92

Totango

JANUARY 22, 2019

It requires you to use SaaS customer success best practices centered around mutual growth, a deep understanding of customer behavior, and constant monitoring of your customer’s journey. SaaS Customer Success Best Practices That Work. You know the fastest growing SaaS companies have the best record on churn and upsell.

Best practices 72

Best practices SaaS Upselling CRM 72

ChurnZero

JANUARY 17, 2020

ChurnZero Power-Users Share Tips, Tricks and Best Practices. Today’s Customer Success tools have an abundance of features with wide-ranging benefits, which can streamline efficiencies by centralizing customer data, serving up proactive insights, formalizing customer health scoring and leveraging automation.

Best practices 72

Best practices Upselling Accountability SaaS 72

ShepHyken

NOVEMBER 20, 2017

Learn how it’s driven by machine learning, delivered across channels and powered by in-depth customer data. With the right data, you can create an experience that sets you apart from your competition with a better CX. Stats and facts prove that a personalized experience allows you to upsell, cross-sell and create customer loyalty.

Customer Service 97

Customer Service Upselling Personalization Self service 97

Outsource Consultants

JANUARY 24, 2025

This blog post explores the key components, best practices, and cutting-edge technologies that drive effective quality monitoring in contact centers. For example, if a customer mentions a product, the system can instantly provide the agent with relevant information or upsell opportunities. Identifying one area for improvement.

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Best practices Contact Center Technology Schedule adherence 67

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? 4: How will you ensure data-driven decision making for the CS team? 3: How do you maintain role clarity and incentive alignment?

Upselling 52

Upselling Sales Customer retention Consulting 52

Totango

JULY 29, 2022

Did you know that 70% of revenue in a subscription-based business comes from existing customer renewals and upsells? In order to ensure renewals and maximize upsell opportunities, it’s important to consistently provide value throughout the entire customer journey. Customer Expansion at its Core .

Upselling 118

Upselling Enterprise Accountability Metrics 118

Callminer

JUNE 3, 2019

But when they’re left in the dark over best practices, product information, company updates and more, they’re unable to accurately portray themselves as a brand expert. The technology works to combine what’s going on in real time with historical data for context to guide your agent to the proper solution.

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Best practices Average Handle Time Coaching Analytics 140

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. He also sits on the board of Directors for CSPN. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Interaction Metrics

JANUARY 7, 2025

Or, in our words, bad data in, bad insights out. The Future of Journey Mapping is Dynamic Best practices in customer journey mapping are evolving rapidly. ” Best practices in customer journey mapping focus on critical moments and ensure alignment with customer and business goals. Takeaway #5.

Journey mapping 62

Journey mapping Consulting Consulting B2B 62

Totango

MAY 6, 2022

” The customer health score simplifies data from multiple data points by combining them into a single metric represented by a numeric score. You should consider pursuing value-adding engagements, such as offering upsells or inviting referrals. What does a high or low customer health score indicate?

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Best practices Upselling Journey mapping Metrics 124

Totango

JUNE 23, 2020

The data is an indicator, not an end. Five basic customer success best practices can help move the needle on your net promoter scores: Segment to Find Trends. Turn Data into Actions. This shows how NPS data, as with all metrics, is only useful if it is actionable. 6 Best Practices for Your CS Team.

Best practices 62

Best practices Brand ambassadors Surveys Enterprise 62

aircall

MAY 28, 2021

With best practices for text messaging, your customer-facing teams will provide better service, while your sales and marketing teams can better interact with leads on a more personalized scale to more efficiently close deals. Why Use Text Messaging Best Practices. SMS Marketing: Text Messaging Marketing Best Practices.

Best practices 62

Best practices Sales Wireless Marketing 62

aircall

FEBRUARY 1, 2021

To make that happen, you’ll need to clearly define your sales training process, invest in the right training programs, and follow best practices for training sessions. . Improves data collection: Collecting data is a very important part of the sales process and building the best salespeople. Storytelling.

Best practices 62

Best practices Sales Call Center Coaching 62

ProProfs Blog

DECEMBER 4, 2020

The marketing team can do thorough audience research using tools like Google Analytics and social media analytics to compile data on existing customers and social audience such as: Age. It will help them understand the type of content their competitors are sharing across social channels, along with engagement data. Challenges.

Marketing 147

Marketing Customer Service Upselling Customer Support 147

Playvox

OCTOBER 27, 2021

If your contact center isn’t currently focusing on cross-selling and upselling, you’re missing a great opportunity to strengthen customer relationships and increase revenue. Our original contact center research revealed that 28 percent of contact centers generate 11 to 20 percent of their revenue from cross-selling and upselling.

Upselling 52

Upselling Contact Center Best practices Sales 52

Balto

JANUARY 18, 2025

A well-run call center increases customer retention, drives upsells, and turns unhappy callers into raving fans. To ensure that call center agents are performing at their best, call center managers need to provide them with the necessary training, tools, and support. Call center process management isnt just about efficiency anymore.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 17, 2025

A well-run call center increases customer retention, drives upsells, and turns unhappy callers into raving fans. To ensure that call center agents are performing at their best, call center managers need to provide them with the necessary training, tools, and support. Call center process management isnt just about efficiency anymore.

Best practices 52

Best practices Call Center Metrics Management 52

OctopusTech

SEPTEMBER 9, 2023

With this comprehensive guide, you will discover the pros, cons, and best practices performed by outsourced call center services. Receive data-driven reports Call center providers always provide analytics and reports in detailed form to their clients. In addition to this, they are also trained in upselling techniques.

Best practices 62

Best practices outsourcing Call Center virtual call center 62

TeamSupport

MARCH 7, 2024

Here are some best practices for fostering effective team collaboration: Open Communication: Encourage team members to share ideas, ask questions, and provide feedback. You can combine macro-level KPIs with drill down functions, giving you the data analytics you need to make informed decisions.

Best practices 52

Best practices Upselling Analytics Customer Support 52

TeamSupport

MARCH 7, 2024

Here are some best practices for fostering effective team collaboration: Open Communication: Encourage team members to share ideas, ask questions, and provide feedback. You can combine macro-level KPIs with drill down functions, giving you the data analytics you need to make informed decisions.

Best practices 52

Best practices Upselling Analytics Customer Support 52