ShepHyken

SEPTEMBER 20, 2019

A stand-alone customer support group can’t handle 100% of the issues they receive in the B2B industry. If a sales manager is looking to upsell the customer on a new feature, they’ll click on the company profile and know immediately that Friday probably isn’t a good day for a meeting. This information can also benefit other departments.

B2B 287

B2B Customer Support CRM B2C 287

Totango

APRIL 24, 2020

As dependable and recurring renewal is crucial to the growth of our own enterprise, it is vital that we understand customer retention best practices must be implemented at every stage of the customer journey and reinforced by every engagement we undertake. 6 SaaS Customer Retention Best Practices.

Best practices 83

Best practices Customer retention SaaS Enterprise 83

Totango

NOVEMBER 3, 2021

Here we’ll cover some best practices for getting the most out of your NPS surveys. What constitutes a good NPS score varies by industry. However, to evaluate your results, you should research what average NPS scores are in your industry and you should track your own NPS data over time, with an idea toward raising your score.

Best practices 103

Best practices Surveys Upselling Journey mapping 103

Totango

NOVEMBER 3, 2021

Here we’ll cover some best practices for getting the most out of your NPS surveys. What constitutes a good NPS score varies by industry. However, to evaluate your results, you should research what average NPS scores are in your industry and you should track your own NPS data over time, with an idea toward raising your score.

Best practices 102

Best practices Surveys Upselling Journey mapping 102

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.

Scripts 92

Scripts Call Center Upselling Feedback 92

Totango

NOVEMBER 3, 2021

Here we’ll cover some best practices for getting the most out of your NPS surveys. What constitutes a good NPS score varies by industry. However, to evaluate your results, you should research what average NPS scores are in your industry and you should track your own NPS data over time, with an idea toward raising your score.

Best practices 100

Best practices Surveys Upselling Journey mapping 100

TechSee

JUNE 16, 2022

If you want to stay ahead of the game, follow them on Linkedin, Twitter, or YouTube or try meeting them at key industry events – their enormous impact is bound to become a catalyst for change in the space. Customer Management Practice is the analyst, advisor and industry network that helps companies turn customers into raving fans.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Totango

APRIL 14, 2020

Here are 6 B2B customer segmentation best practices to help make that happen: Stay Goal-Focused. You can group together customers of similar size, relative value, industry, region, product awareness, or license evaluation. To maximize the benefits of B2B customer segmentation, follow these best practices. .

Best practices 71

Best practices B2B Enterprise Accountability 71

Callminer

FEBRUARY 23, 2021

It’s critical that organizations proactively stay ahead of these changes and work to take on top of changing industry standards. Self-service options will be used across industries to curb call volume. 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

ChurnZero

JANUARY 17, 2020

ChurnZero Power-Users Share Tips, Tricks and Best Practices. In a SaaS company it is vitally important to know how and when my customers are using the platform in order to take advantage of a patterns… [one can] see an upsell opportunity or save a customer from churning by seeing a decline in usage.” .

Best practices 72

Best practices Upselling Accountability SaaS 72

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.

Best practices 67

Best practices Contact Center Technology Schedule adherence 67

OctopusTech

JULY 21, 2023

Customer relationship management software is generally used by the sales team to know the purchase history of users, monitor and track interactions, and for upselling opportunities. Scope for cross-selling and up-selling opportunities Businesses might find cross-selling and upselling opportunities thanks to CDM.

Best practices 62

Best practices Management Upselling Sales 62

CCNG

JULY 3, 2024

Contact center outsourcing promises several benefits, including – Access to industry expertise while being time and cost-savvy A reliable BPO partner possesses in-depth domain expertise and knowledge. Round-the-clock, personalized customer service operations improve CX, increasing lead generation and customer conversion.

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

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

ChurnZero

NOVEMBER 26, 2024

Use industry-standard titles where possible. Key performance indicators (KPIs) / objectives and key results (OKRs) they will be evaluated on, such as adoption, retention, upsell or cross sell, customer success qualified leads. Represent the company at industry events and conferences. Avoid overly creative titles.

SaaS 52

SaaS Upselling Enterprise industry standards 52

OctopusTech

SEPTEMBER 9, 2023

With this comprehensive guide, you will discover the pros, cons, and best practices performed by outsourced call center services. As per reports by Technavio , this industry is expected to grow by 3% from 2019 to 2023. In addition to this, they are also trained in upselling techniques.

Best practices 62

Best practices outsourcing Call Center virtual call center 62

ROI CX Solutions

APRIL 29, 2025

AI isn’t just a futuristic buzzword; its a powerful tool thats already reshaping customer support operations across industries. Examples of AI customer service Visualizing how AI operates in agent and customer journeys can help you further understand AIs role in the industry and plan your own uses of it.

Customer Support 59

Customer Support Interactive Voice Response Chatbots Coaching 59

CustomerSuccessBox

APRIL 27, 2022

Let’s figure out the best practices to hire a CSM! 7 best Practices to hire a Customer Success Manager (CSM). For instance, a CSM may be expected to take care of sales by cross-selling and upselling and on the other hand, it may also be expected to look after the support tickets. What’s in it for the best team?

Best practices 52

Best practices Management Upselling Sales 52

Balto

JANUARY 18, 2025

A well-run call center increases customer retention, drives upsells, and turns unhappy callers into raving fans. 10 Call Center Management Best Practices for 2025 As businesses step into 2025, the landscape of customer service continues to evolve rapidly. 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. 10 Call Center Management Best Practices for 2025 As businesses step into 2025, the landscape of customer service continues to evolve rapidly. Call center process management isnt just about efficiency anymore.

Best practices 52

Best practices Call Center Metrics Management 52

JivoChat

FEBRUARY 16, 2021

In this guide, we’ll compare proactive versus reactive chat, examine the best practices when using proactive chat, and finish up showing you nine ways to use proactive live chat (with examples) on your site. Proactive Chat Best Practices. Upsell and cross-sell at the point of purchase. Let’s get started!

Best practices 52

Best practices Upselling Abandon rate Analytics 52

ChurnZero

FEBRUARY 9, 2021

One very accessible way to do that is through LinkedIn Learning , which is an offering of video courses taught by industry experts in software, creative and business skills. Instructor: Rick Adams , Author, Trainer, Consultant and Business Owner, Practical CSM. Onboarding and Adoption Best Practices for Customer Success Management.

Journey mapping 98

Journey mapping Best practices Upselling Consulting 98

ProProfs Blog

DECEMBER 4, 2020

While the former helps businesses promote and sell their services based on industry research and advertising, the latter offers assistance and advice to people already using a brand’s product or service. Identify Opportunities to Upsell & Cross-sell. Take Amazon for example.

Marketing 147

Marketing Customer Service Upselling Customer Support 147

TechSee

SEPTEMBER 26, 2024

In this post we will explore the best practices and strategic considerations when determining your core objective: projecting the ROI of Agentic AI. In many industries, up to 80% of customer service or CX interactions happen over the first 30 to 60 days of a new subscription or product lifecycle.

Average Handle Time 124

Average Handle Time Upselling Enterprise Technical Support 124

Cincom

MAY 8, 2024

The key stages include: Initial Research: Early messaging should focus on educating prospects with thought leadership content detailing industry trends and best practices. Aligning messaging to each phase accelerates growth. This builds awareness and trust.

Best practices 52

Best practices Metrics Education CRM 52

TechSee

APRIL 10, 2018

As businesses increasingly realize that leveraging the power of technology creates a clear competitive advantage, the future of the BPO industry has become dependent on its willingness to adopt new growth and BPO technology trends that will serve as a value multiplier for their offerings. BPO Technology trends: Blessing or Curse?

Call Center 139

Call Center Technology outsourcing Self service 139

Interaction Metrics

JANUARY 7, 2025

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

Hodusoft

APRIL 24, 2025

Benefits of Higher Customer Retention for Insurance Companies Key Features of Effective Insurance Call Center Software Best Practices for Implementing Contact Center Solutions in the Insurance Sector Conclusion Why Customer Retention is Critical in Insurance? How can the insurance industry be any different?

Contact center software 52

Contact center software Customer retention Contact Center call center software 52

JivoChat

APRIL 15, 2021

Below, we’ll dig into some of the reasons organizations are embracing this communication channel before looking at the benefits of live chat software for businesses and the best practices to know before getting started. Live chat provides businesses with more upsell and cross-sell opportunities. What is live chat?

Best practices 52

Best practices Upselling CRM Sales 52

Quality Contact Solutions

JANUARY 27, 2022

The fact is, I need to inspire my customer-facing staff to leverage best practices to increase sales. So many great ideas can quickly fall apart or appear unsuccessful simply because the strategy wasn’t necessarily the best approach for a team. Increase Sales by Upselling. Consider the following ideas: 1.

Sales 98

Sales Upselling B2C Best practices 98

ChurnZero

DECEMBER 9, 2020

If you’re eager to learn more about the Customer Success space too, we’ve compiled a list of industry blogs you should follow and bookmark that can help provide you with all the insights, strategies and guidance you need. Recommended Read: 5 SaaS Onboarding Best Practices to Ensure Your Customers’ Success. SuccessCOACHING Blog.

Consulting 98

Consulting Consulting Best practices Upselling 98

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. That is what CSM Practice is all about.

Surveys 64

Surveys SaaS Benchmark Upselling 64

ChurnZero

SEPTEMBER 27, 2024

That’s especially true when it comes to aligning everyone on outcomes and gathering the data to track and measure them, which requires a set of outcomes based customer success best practices. Using attendee questions from our recent webinar on outcomes based customer success, they’ve mapped out six best practices to follow.

Best practices 52

Best practices Accountability Sales Feedback 52

Totango

DECEMBER 13, 2022

But despite being a key driver of value in most businesses, customer success is still an evolving industry and the concept of a department dedicated solely to customers is relatively new. To combat this problem, take time to research and write job descriptions that align with both your team needs and industry best practices.

Best practices 99

Best practices Upselling Enterprise Surveys 99

ClientSuccess

AUGUST 14, 2019

Successfully executing a well-planned CSM compensation strategy depends on who owns revenue-generating KPIs and milestones related to a customer account, such as renewals, upsells, and new user expansions. As you structure your CSM compensation plans, here are three best practices to keep in mind: 1.

Best practices 40

Best practices Metrics Upselling SaaS 40

ChurnZero

MARCH 7, 2025

3: Customer marketing: A community helps identify champions, supports upsell/cross-sell opportunities, and provides feedback for your product roadmap. 3: Catalog your content needs: Focus on self-service content, product information, FAQs, roadmaps, best practices, tips and tricks, and industry news.

SaaS 52

SaaS Gamification B2B Metrics 52

Totango

JULY 1, 2022

In a B2B SaaS context, SaaS customer loyalty is expressed primarily through actions like subscription renewals, upsell purchases, referrals and product engagement. Other important loyalty metrics include subscription renewal rate , churn rate, upsell rate, and customer lifetime value.

B2B 114

B2B SaaS B2C Upselling 114