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. In the process, we’ll look at how technology can help you optimize the results you get from using NPS surveys.

Best practices 100

Best practices Surveys Upselling Journey mapping 100

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. We’ve gathered 5 of our favorite SaaS renewal best practices to help you remove the stress from your retention process: Define your customer.

Best practices 82

Best practices SaaS Customer retention Upselling 82

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. Or, in our words, bad data in, bad insights out. Takeaway #5.

Journey mapping 62

Journey mapping Consulting Consulting B2B 62

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. Businesses can gather feedback from a variety of sources, including surveys, social media, and customer support encounters, by managing their customer data.

Best practices 62

Best practices Management Upselling Sales 62

Totango

JUNE 23, 2020

Five basic customer success best practices can help move the needle on your net promoter scores: Segment to Find Trends. Regularly Survey Customers. 6 Best Practices for Your CS Team. You can do this by following a few customer success best practices. Send NPS surveys to customers by segment.

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

Totango

MAY 6, 2022

Customer satisfaction : What kind of feedback are customers giving through metrics such as NPS and CSAT survey scores? You should consider pursuing value-adding engagements, such as offering upsells or inviting referrals. Planning best practices to promote health for customers at each stage of their customer journey.

Best practices 124

Best practices Upselling Journey mapping Metrics 124

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. So, if you’re ready to transform your customer feedback into a driving force for positive change, dive into this article and learn how to make the most of your customer surveys!

Surveys 78

Surveys Feedback Banking Best practices 78

aircall

JANUARY 29, 2021

Upselling and cross-selling . Get higher scores on customer satisfaction surveys. Aircall works seamlessly with software integrations from the App Marketplace , many of which you may already be using for sales, support, or other practical applications. Call center training encompasses many different areas. Product knowledge.

Best practices 62

Best practices Call Center call center software Morale 62

OctopusTech

SEPTEMBER 9, 2023

With this comprehensive guide, you will discover the pros, cons, and best practices performed by outsourced call center services. In addition to this, they are also trained in upselling techniques. They will use the best practices and valuable insights for better interaction and to deliver high-quality customer service.

Best practices 62

Best practices outsourcing Call Center virtual call center 62

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. Customer Surveys: Well-crafted CSAT and NPS surveys add qualitative data around engagement and sentiment from consumer perspectives.

Best practices 52

Best practices Metrics Education CRM 52

Totango

AUGUST 16, 2022

Customer retention software automates best practices for maintaining clients, helping you deliver successful outcomes that inspire subscription renewals and repeat business. Here’s our guide to today’s best customer retention management software. Identifying customers in the market for upsell offers and referral invitations.

Customer retention 106

Customer retention Upselling CRM SaaS 106

CSM Magazine

JUNE 30, 2022

A customer loyalty program can help you reward your best customers and encourage them to continue doing business with you. A good loyalty program can also help you to upsell and cross-sell products to your customers. Conduct a feedback survey, or even include a question about customer satisfaction on your order form.

Best practices 52

Best practices Customer Service outsourcing Self service 52

CustomerSuccessBox

MARCH 31, 2022

Best Practices for Effective Customer Onboarding. What are the best practices for effective customer onboarding? That email sequence can then drip instructions, follow-ups, surveys, and upsells across a pre-set period. The post 8 Best Practices For Effective Customer Onboarding appeared first on.

Best practices 52

Best practices SaaS Upselling B2B 52

Lumoa

JANUARY 31, 2023

It’s very likely, that you have already answered NPS surveys multiple times yourself. Follow up with deeper surveys If needed extend the depth of understanding with follow-up surveys. Send the more specific longer surveys to only those customers who have the particular issue you investigate. Learn from each other.

Customer Experience 165

Customer Experience Customer centricity Metrics Feedback 165

Totango

FEBRUARY 23, 2022

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. Expansion : a satisfied customer increases their usage of your product and brand to include advanced features, upgrades, and upsells. To encourage desired outcomes at each stage, you can deploy automated best practices.

SaaS 117

SaaS Journey mapping Upselling Best practices 117

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

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

TechSee

APRIL 10, 2018

The 2016 Global Outsourcing Survey by Deloitte revealed that clients now expect enhanced and specialized services from outsourced consultants. By gathering best practices from multiple industries and use cases available to them, BPOs can become leaders in new technologies and their implementation. Capturing the opportunity.

Call Center 139

Call Center Technology outsourcing Self service 139

Lumoa

FEBRUARY 20, 2018

It's very likely, that you have already answered NPS surveys multiple times yourself. Follow up with deeper surveys If needed extend the depth of understanding with follow up surveys. Send the more specific longer surveys to only those customers who have the particular issue you investigate. Why did we choose NPS?

Customer Experience 141

Customer Experience Customer centricity Feedback Metrics 141

Totango

DECEMBER 13, 2022

To combat this problem, take time to research and write job descriptions that align with both your team needs and industry best practices. Do your research on pay ranges and gather the hard data on your team’s performance regarding CS-identified opportunities, upsells, churn mitigation, and CSAT ratings. Show them the data.

Best practices 99

Best practices Upselling Enterprise Surveys 99

Cincom

FEBRUARY 21, 2025

This results in lost revenue and missed opportunities to upsell or cross-sell. Sales reps who have mastered CPQ software can use guided selling features to ask the right questions, recommend the best-fit products, and adjust pricing dynamically based on customer history and preferences. Ready to transform your sales process?

Sales 40

Sales Gamification Finance Best practices 40

JivoChat

JANUARY 17, 2021

In fact, one survey found that 51% of customers preferred live chat because they can multi-task: Live chat conversations can be saved for future reference. When surveyed, 52% of consumers said they had purchased more from a company after having a positive customer service experience. Live Chat Support Best Practices.

Best practices 52

Best practices CRM Customer Support Airlines 52

Totango

NOVEMBER 23, 2021

This, in turn, makes it difficult to intervene with customers who are at risk of churn, as well as challenging to spot upsell opportunities. These can include Net Promoter Score surveys and escalation monitoring tools. Your Upsells Are Going Down. A solution to this issue is customer health score.

Upselling 98

Upselling CRM Revenue potential Feedback 98

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. I cannot assume that “yesterday’s” best practices will win it for me. It is my assumption that in the next 6 months, there will be very few business travels.

Benchmark 92

Benchmark Upselling Surveys Best practices 92

Totango

SEPTEMBER 20, 2022

Finally, we’ll share five top strategies and best practices you can use to get the most out of your customer enablement efforts. Offering customized upsells geared toward customer needs and product usage patterns. Higher retention creates more opportunities for upsells and referrals, increasing revenue.

B2B 88

B2B SaaS Education Brand ambassadors 88

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

TechSee

MAY 29, 2018

Google Consumer Survey underscores these statistics, with 20% of consumers (1 in 5) reporting that they’ve watched an unboxing video. Best Practices in Visual Support. In the series, we focus on the three KPIs that have been dramatically affected by the introduction of visual engagement into customer service practices.

Contact Center 95

Contact Center Call Center Best practices Customer centricity 95

Totango

AUGUST 12, 2020

To impress from the outset and show your customer your product’s potential, take note of the following onboarding best practices: Get the Whole Enterprise Involved. Gathering the right data and acting on it can prevent churn and even help you capitalize on upsell opportunities. Or, get started with best practices for free today.

SaaS 88

SaaS Upselling Enterprise Best practices 88

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. Examples include: Search engine queries and ads. Video chat.

SaaS 113

SaaS Journey mapping B2B Upselling 113

Totango

DECEMBER 21, 2021

Using technology to trigger automated messages at these junctures enables you to ensure that best practices are followed, increasing customer satisfaction and the likelihood of customers deciding to renew. It also can create an opportunity for upsell offers when applicable. New Feature Announcements.

Management 112

Management Best practices Upselling Accountability 112

ChurnZero

OCTOBER 28, 2022

Jay Nathan: Someone asked a question about how to avoid survey fatigue. The post Which Customer Success best practices should you keep or let go in 2023? Mary Poppen: Then to close loop it, take their feedback and say back to them: “Here’s what we’re doing based on your feedback.”. That’s how you do it.

Best practices 52

Best practices Chief Customer Officer Sales Upselling 52

Comm100

SEPTEMBER 28, 2022

Download our annual Live Chat Benchmark Report for free access to the latest live chat data alongside best practices and optimization. One way to measure FCR effectively is to ask customers in the post-chat survey if their issue was resolved the first time. Live Chat Benchmark Report 2022. Click here. Number of chats.

Average Handle Time 98

Average Handle Time Benchmark Wait times Metrics 98

delighted

FEBRUARY 22, 2019

The best CX programs ask the right questions in the right way at the right time to the right audience. 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.

Surveys 57

Surveys Customer effort Feedback Benchmark 57

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

Totango

SEPTEMBER 13, 2022

A customer success playbook is a set of best practices, key performance indicators, workflows, templates, and monitoring tools designed to ensure that clients achieve desired outcomes from using your product at each stage of their customer journey. Automate best practices that promote better customer experiences.

SaaS 93

SaaS Upselling Best practices Customer retention 93

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