ChurnZero

DECEMBER 29, 2020

Top 10 Blog Posts from 2020. The SaaS Debate: Who Owns the Renewal and Upsell? Whether Customer Success or sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. Top 10 Blog Posts and Other Noteworthy News appeared first on ChurnZero. Customer Success vs. Sales.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

CustomerSuccessBox

APRIL 27, 2022

Upselling is crucial for any B2B SaaS business. So, having B2B SaaS upselling strategies is vital for your business growth. If yes, then it might be time to set the ball rolling for an ‘Upsell’ conversation. Putting an upsell plan in place, knowing the strategies, etc. Why are B2B SaaS upselling strategies important?

Upselling 52

Upselling B2B SaaS Feedback 52

Totango

AUGUST 14, 2020

Audience: When it comes to relaying feedback to internal stakeholders, what tools do you use to collect customer feedback, share it internally, and present it in a clear way? Collect & document feedback . Identify feedback provider and organization. As part of that we: . Map stakeholder type.

Accountability 158

Accountability Feedback Sales Upselling 158

Comm100

OCTOBER 19, 2022

It also means you can adjust your bot’s workflows as necessary based on the customer feedback you receive. #4 They can also be used to start conversations with visitors, qualify leads, upsell, or even get a prospective client to subscribe to your email newsletter. In the long run, you’ll get positive customer feedback.

Chatbots 98

Chatbots APIs Analytics Upselling 98

Totango

AUGUST 11, 2021

This principle applies throughout interactions with your target audience, from using relevant keywords in blog posts to sending customers emails that address their practical concerns. Use Customer Feedback to Refine Products and Services.

Best practices 118

Best practices Customer Experience Upselling Interactive Voice Response 118

TeleDirect

APRIL 7, 2025

Encourage Peer Mentoring and Feedback Create a collaborative environment where experienced agents support new hires and share best practices. Increased Sales and Upselling Agents trained in sales techniques are more likely to identify opportunities and close deals.

Call Center 62

Call Center First call resolution Best practices Gamification 62

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. You’re Having Challenges Collecting Customer Feedback. Customer feedback provides another important indicator of satisfaction and can offer an early warning of customers at risk of churn.

Upselling 98

Upselling CRM Revenue potential Feedback 98

Totango

FEBRUARY 12, 2025

Maintain predictable retention metrics while identifying cross-sell or upsell opportunities. The post Mastering customer health for complex enterprise relationships appeared first on Best Customer Success Blog: Articles for Enterprise Growth. Navigate complex purchase decisions influenced by multiple stakeholders.

Enterprise 62

Enterprise Metrics Accountability Construction 62

Totango

APRIL 5, 2022

For example, Totango’s SuccessPlay feature allows you to create automated workflows to follow up on NPS surveys, such as sending an upsell offer or referral invitation to customers who respond with a 9 or 10. Leverage satisfied customer responses for upselling conversions and referrals. Why Do You Need NPS Software?

Upselling 108

Upselling Surveys Analytics Customer retention 108

Totango

JULY 19, 2021

You’ll see how valuable these skills are when your customer success team drives retention, lowers churn, and collects customer feedback. Not only will your customer success team solve customers’ problems, but they will also help customers have a voice within your company by sharing and acting on their feedback. Onboarding.

Upselling 126

Upselling Feedback Customer advocacy Surveys 126

Lumoa

AUGUST 8, 2023

Unlocking the power of VoC feedback is vital to the success of any business. This article offers a comprehensive guide on how to analyze survey results efficiently, covering everything from the basics to advanced techniques, and provides actionable solutions to common challenges in customer feedback analysis faced by businesses today.

Surveys 78

Surveys Feedback Banking Best practices 78

Nicereply

OCTOBER 11, 2024

How to measure customer satisfaction Measure customer satisfaction by analyzing results from surveys , feedback forms, reviews, and brand mentions. Look for recurring comments or trends in the feedback. Break down the feedback by different customer segments, such as demographics, purchase history, or product usage.

Customer retention 52

Customer retention Surveys Feedback Education 52

ShepHyken

JULY 1, 2022

You can read some reviews about the location and some blog posts. . Whether it is an overwhelming experience or an unforgettable one, it is instantly highlighted with feedback. . Grow revenues & increase sales through upselling & cross-selling . Metaverse in Travel Industry.

Airlines 193

Airlines Upselling Customer Experience Chatbots 193

ChurnZero

JANUARY 20, 2021

This is a guest blog post by Justine Dennis, Manager, Customer Success & Support at Fusebill. . If you take care of your customers from day one, you create a kind of kick-start for new customers,” Meyns said on the business’s blog. Implementing a system that captures feedback from customers, leads and other prospects.

SaaS 98

SaaS Upselling B2B Metrics 98

ProProfs Blog

DECEMBER 11, 2020

Don’t worry, we’ll help you understand each of these aspects in detail in this blog piece. Gaining better profits by recommending the right products during an upsell opportunity. Capture Customer Feedback Everytime. The seven different customer satisfaction KPIs you should measure to understand if customers are satisfied or not.

Metrics 148

Metrics Abandon rate Surveys Customer effort 148

Totango

AUGUST 16, 2022

Other types of apps that may support customer retention include software for dunning management, collecting user feedback, tracking customer loyalty and analyzing client behavior. Identifying customers in the market for upsell offers and referral invitations. Customer Feedback: Qualroo. Reminding customers of renewal deadlines.

Customer retention 106

Customer retention Upselling CRM SaaS 106

Totango

DECEMBER 29, 2021

This promotes customer satisfaction, benefiting your clients and bringing your business higher retention rates and upsell revenue. In this blog, we’ll look at the keys to building a customer-centric roadmap. This promotes higher customer satisfaction, leading to more retention and upsell revenue for your business.

Customer centricity 104

Customer centricity SaaS Upselling Metrics 104

Nicereply

DECEMBER 17, 2020

This hands-on approach guides the customer to drive more value, ultimately increasing upsells, renewals, and referrals. At the same time, Tue’s team can learn from these sessions and provide invaluable Voice of Customer feedback to direct Dixa’s roadmap. It’s a win-win!

Upselling 98

Upselling Sales Feedback Customer Experience 98

Nicereply

MARCH 16, 2022

Some treat Customer Experience as a synonym to Customer Success, others see Success and Support as part of the CX team, and still, others prefer it reports into Sales as a way to increase upsells and renewals. We’ve also gotten great feedback from our customers about this model. Success is responsible for the retention and upsells.

Sales 111

Sales Customer Experience Upselling Self service 111

Tethr

AUGUST 27, 2020

Are you curious about how upsells, cross-sells, promotions and campaigns are impacting customer loyalty? Customers are engaging with your business on your website, through social media profiles, on your blog, through chats, via email and over the phone. If not, you should be.

Enterprise 117

Enterprise Upselling Customer effort Call Center 117

ProProfs Blog

APRIL 12, 2019

You can refer our blog on how to calculate NPS. Use the feedback they provide to boost company morale, ask them to leave reviews on product platforms, invite them to refer their friends and colleagues; there’s a lot you can do. You can even upsell them to a new package! . In Conclusion.

SaaS 120

SaaS Customer retention Surveys Morale 120

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. Blog content consumption. Customer satisfaction and feedback surveys. Upsell purchases. Elicit frequent feedback.

SaaS 113

SaaS Journey mapping B2B Upselling 113

Totango

NOVEMBER 25, 2020

Feedback metrics like NPS and CSAT scores. Equipped with this knowledge, CS teams can create more opportunities for upsells/expansions, as well as reduce churn rates. . View and Act on Feedback. In the case where these scores are very positive, you can look towards these clients for possible upsell opportunities.

CRM 112

CRM Upselling Metrics Accountability 112

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. Customer sentiment : How do customers feel when interacting with your brand and product?

Best practices 124

Best practices Upselling Journey mapping Metrics 124

Interaction Metrics

JANUARY 7, 2025

The discussion highlighted the synergy between scientific customer feedback and customer journey mapping, likening these two tools to the left foot and right foot of an effective CX strategy. Fixing these friction points leads to fewer cancellations, happier customers, and a smoother path to upselling additional features.

Journey mapping 62

Journey mapping Consulting Consulting B2B 62

ProProfs Blog

AUGUST 14, 2020

One of the Hyken’s blogs suggested that. To know what your prospective buyers really think, you need a tool that helps you capture their feedback efficiently. Besides getting feedback through chat ratings helps you improve your services for future support processes, you also learn to identify user behavior on the website.

B2B 174

B2B Analytics Education Feedback 174

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 first way to do so is to ensure product adoption and use. Learn more at TeamSuccess.com.

B2B 98

B2B Upselling Customer retention Customer Support 98

ClientSuccess

MARCH 9, 2020

Amazing customer experiences often lead to recommendations and testimonials, which in turn usually mean an account renewal or upsell. This means being open and honest with clients and constantly open to their feedback. Leveraging both angles for an optimized customer relationship.

Customer Experience 97

Customer Experience Upselling Accountability SaaS 97

aircall

APRIL 6, 2018

Providing customers with an outlet to share feedback and seek solutions is still the primary goal. When attempting to upsell a client, support agents should continue their current best practices: listen, empathize, and aim for 100% satisfaction. Simple Ways to Sell (Without the Slime). That means no high-pressure tactics.

Sales 110

Sales Customer Support Upselling Scripts 110

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. upselling to the most loyal customers) Process changes (e.g.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

aircall

DECEMBER 1, 2017

Gather Feedback in NPS Surveys Only. Customers love it when you ask for their feedback. So to keep positive sentiment under control, make it clear that you only want to hear customer feedback when it comes in the form of an NPS survey response — and preferably no more than once per year. Keep That Feedback To Yourself.

Construction 90

Construction Feedback Upselling Surveys 90

ProProfs Blog

DECEMBER 16, 2020

In this blog, we’ll explore how live chat can help your business during the holiday season and seven ways to help you handle live chat support during holidays. Identify upsell and cross-sell opportunities that can be offered during an ongoing conversation. One, you can identify upsell opportunities for your business.

Management 147

Management Chatbots Sales Upselling 147

ProProfs Blog

MAY 29, 2020

Collect Customer Feedback: Who better than the customer to tell you in their own words of their customer journey. Create customer feedback surveys and send them out to your customers. Create these feedback surveys to understand the nature of your customer’s journeys and how they navigate across various touchpoints.

Advertising 109

Advertising Surveys Journey mapping Feedback 109

Totango

DECEMBER 20, 2023

All the while galvanizing internal collaboration across accounts and facilitating upsell/cross-sell opportunity and execution to grow our book of business. The post Totango recognized as CS leader in G2 Winter 2024 reports appeared first on Best Customer Success Blog: Articles for Enterprise Growth. Not a Totango customer just yet?

Customer centricity 115

Customer centricity Enterprise Benchmark Upselling 115

Comm100

DECEMBER 8, 2020

To get more information, they will need to click a lot of ‘more info’ buttons or read blog posts. As webinars are used for upselling, leads conversion , high ticket sales, or just increased customer education – the use of the chabot significantly simplifies the process of converting a cold visitor to a webinar participant.

Chatbots 58

Chatbots Scripts Sales Personalization 58

Hodusoft

DECEMBER 4, 2024

In this blog post, we will discuss how MSPs can boost customer engagement by leveraging HoduBlast’s customizable broadcasts. Targeted Upselling and Cross-selling Customizable broadcasts enable MSPs to segment their customer base and send targeted offers based on clients’ previous purchases or usage patterns.

Upselling 52

Upselling Surveys Marketing Personalization 52

Totango

SEPTEMBER 20, 2022

Offering customized upsells geared toward customer needs and product usage patterns. Higher retention creates more opportunities for upsells and referrals, increasing revenue. Likewise, better customer outcomes promote more sales from customer renewals, upsells, and referrals. Incorporating feedback.

B2B 88

B2B SaaS Education Brand ambassadors 88