NobelBiz

SEPTEMBER 3, 2024

’ Read Case Study Ways to Measure Low Call Center Productivity To effectively address productivity challenges, it’s crucial to accurately measure and monitor the performance of your call center. All the way from onboarding to support to troubleshooting has been great throughout this journey!’

Call Center 93

Call Center Morale First call resolution Abandon Call 93

ClientSuccess

MARCH 9, 2020

Every customer interaction, whether it’s a conversation with marketing about a case study or a negotiation with a CSM over an expansion opportunity, influences the customer experience. Amazing customer experiences often lead to recommendations and testimonials, which in turn usually mean an account renewal or upsell.

Customer Experience 97

Customer Experience Upselling Accountability SaaS 97

CSM Magazine

MARCH 13, 2024

Whether it’s through testimonials, case studies, or social media shoutouts, their authentic endorsements can help build credibility and trust with potential customers. Plus, hearing positive feedback from real people is often more compelling than any marketing message you could create.

Management 52

Management Upselling Sales Marketing 52

inSided

OCTOBER 1, 2022

Early adopter feedback groups: For major releases, CS teams nominate customers to join and directly develop with them in a private group. Use case library and customer case studies: help customers understand what’s possible and what they can do to drive adoption and upsell.

Upselling 52

Upselling Accountability Sales outsourcing 52

CustomerSuccessBox

FEBRUARY 14, 2019

The major KPIs of a Customer Success Manager are: Increase Lifetime Value (LTV) of the customers (by upsells, cross sells etc). Proactively provide feedback to the product team. Customers are going to provide the most real feedback as they are actually using the product. Create upsell opportunities. Reduce churn.

Management 67

Management Upselling SaaS Sales 67

ClientSuccess

MARCH 9, 2020

Every customer interaction, whether it’s a conversation with marketing about a case study or a negotiation with a CSM over an expansion opportunity, influences the customer experience. Amazing customer experiences often lead to recommendations and testimonials, which in turn usually mean an account renewal or upsell.

Customer Experience 74

Customer Experience Upselling Accountability SaaS 74

Netomi

FEBRUARY 21, 2024

Post-departure, they assist in gathering feedback, managing follow-ups, and maintaining engagement, which is vital for customer retention. A notable case study is WestJet’s implementation of Netomi’s chatbot. Chatbots offer guests an immediate channel for expressing their needs and feedback.

Chatbots 40

Chatbots Upselling Feedback Personalization 40

Inbenta

DECEMBER 14, 2021

They can push promotions in a specific timeframe and recommend or upsell insurance plans by making suitable suggestions at exactly the right moment. Support diversification by recommending, cross-selling, or upselling appropriate products. Engage: Get feedback, receive complaints. Case studies. Case study 1: AG2R.

Chatbots 52

Chatbots Upselling Average Handle Time Analytics 52

CustomerSuccessBox

MAY 9, 2022

The pros (new customer ARR, upsells) and cons (no new customer ARR, no upsells) should be highlighted on this Customer Success dashboard (downgrades and churn). Customer feedback is the first and most obvious place to seek information on what your consumers think of your product or service. Voice of Customer.

Metrics 52

Metrics Upselling Customer advocacy CRM 52

CustomerSuccessBox

JULY 29, 2020

CS teams should maintain consistency with the metrics (like retention, upsell, NPS) but the targets should be discussed to make them achievable in these times. Puneet suggested that no CS team runs on a single KPI but rather a set of KPIs like logo retention, MRR Retention, Upsell etc. How should we talk about upsells and renewals now?

Upselling 52

Upselling Metrics SaaS APIs 52

NobelBiz

MAY 25, 2023

Increased Revenue Opportunities CDPs can increase revenue opportunities for call centers by providing more accurate and detailed customer profiles, which can help businesses identify new sales and upsell opportunities. Gather their feedback and impressions of the solution, as they will be the ones using it on a daily basis.

call center software 98

call center software Call Center APIs Contact Center 98

ChurnZero

APRIL 27, 2022

As a vendor, value realization affects customer loyalty and retention, customer satisfaction, referrals and recommendations, and opportunities to upsell. They may be open to upsells, cross-sells, or add-ons. Gathering customer feedback. This process and its conclusion are called value realization. 5: Optimization.

Chief Customer Officer 52

Chief Customer Officer Upselling Education Metrics 52

Totango

MAY 5, 2021

Anticipating which customers are viable candidates for upsell/cross-sell opportunities. Asking promoters to participate in a case study, serve as a reference, or speak at an event. Following-up with detractors to solve their dissatisfaction and establish an action plan based on their business goals and monitored feature usage.

Customer Experience 118

Customer Experience Education Customer centricity Metrics 118

CustomerSuccessBox

JUNE 20, 2022

Detect and Act on Upsell & Cross-sell Opportunities. A Customer Success software monitors product usage and engagement level to identify the upsell signals. Thereby you will be able to create alerts and tasks to act upon so that you never miss on any upsell and cross-sell opportunities. Improve user onboarding.

Upselling 52

Upselling SaaS CRM Multi-channel support 52

CustomerSuccessBox

JANUARY 8, 2020

Customer success department’s responsibilities are slowly increasing to encompass several things like increasing LTV of customer base, reducing churn, providing references, case studies, customer stories to sales and marketing, providing feedback to product team, creating upsell opportunities, facilitating renewals, etc!

Upselling 52

Upselling SaaS B2B Metrics 52

Amity

MARCH 1, 2018

But the great news is that we made a helpful infographic to inform you on things you can do to power up your Customer Health Score and NPS program when you integrate a customer feedback platform with your Customer Success Platform. Gather feedback at key points of the customer journey to give more context and meaning to your NPS score.

Customer advocacy 73

Customer advocacy Surveys Upselling Feedback 73

Totango

JULY 24, 2020

Leverage Voice of Customer Feedback. You cannot schedule an upsell engagement at a predetermined time in the customer journey. Leverage Voice of Customer Feedback. Gathering Voice of the Customer (VoC) feedback is important, and acting on that information is equally important. Review and Enhance Features.

B2B 62

B2B Enterprise Best practices Upselling 62

ClientSuccess

NOVEMBER 26, 2018

While many customer success managers (CSMs) are well-versed in the day-to-day activation and implementation conversations with customers, introducing them to additional services, turning them into advocates, and having upsell conversations, their customer marketing strategies and results can often fall short.

Marketing 56

Marketing Upselling SaaS Customer retention 56

Amity

APRIL 3, 2017

and be sure to follow up on the feedback (good, bad and ugly). There is nothing worse than giving feedback and feeling like it was filed away with no further thought. Also, measure post-onboarding feedback. However, regardless of who owns the upsell or renewal, track it. Feedback delivered to Product: Yep, track this too!

Upselling 70

Upselling Metrics Feedback Accountability 70

Education Services Group

NOVEMBER 22, 2021

Health scores can also easily enable CSMs to identify their most successful customers — the ones who are most likely to be open to upsell conversations and the most willing to become customer references, provide testimonials, or participate in case studies. Community is key in customer engagement and feedback.

Upselling 52

Upselling Metrics Enterprise Feedback 52

ChurnZero

JULY 19, 2022

You can then determine whether you should invest more effort into upselling certain product features before or during the free trial period. Share case studies, best practices, and other relevant content. Collect feedback from users who do and don’t convert. Remember: your product doesn’t sell itself.

SaaS 52

SaaS Feedback Personalization Upselling 52

CustomerSuccessBox

NOVEMBER 16, 2021

This could help your business in the form of renewals, upsells, and referrals as well. Gathering feedback from customers is an age-old tradition for growing the business. However, through this program, feedback collected is shown as proof to customers. Evidence that their feedback is incorporated into the product/service.

Management 52

Management Upselling Feedback B2B 52

JustCall

APRIL 5, 2023

Before we look at the top 7 customer success management tools, ensure that the CSM tool you select can: Identify and create accurate customer profiles Capture customer data, history, and feedback in real-time. This includes collating information from surveys, marketing initiatives, and/or team interactions, etc.

Management 52

Management CRM Customer retention Analytics 52

Totango

MARCH 2, 2021

Case Studies. Sending surveys to elicit feedback and remind customers of the value they’ve been receiving from your product. In the expansion stage, customers increase the value they receive from your brand by adopting advanced product features and making cross-sell and upsell purchases. Product webinars. Datasheets.

Upselling 63

Upselling SaaS Brand ambassadors Sales 63

Totango

AUGUST 14, 2020

Ideally, this long-term partnership will see your customer reach milestones with your help, expand their use of your product, and upsell or cross-sell in other ways. Escalation : Rapid, personalized, and inclusive responses to customer feedback and challenges can actually improve the customer relationship and your product.

Enterprise 78

Enterprise Feedback Upselling Accountability 78

Totango

OCTOBER 20, 2020

Anticipating which customers are viable candidates for upsell/cross-sell opportunities. Asking promoters to participate in a case study, serve as a reference, or speak at an event. Following-up with detractors to solve their dissatisfaction and establish an action plan based on their business goals and monitored feature usage.

Customer Experience 87

Customer Experience Education Customer centricity Metrics 87

CustomerSuccessBox

MARCH 10, 2022

Gather the feedback and make them brand advocates. Now it’s about collecting their valuable feedback for the company to make an improvisation of the product for the better and also help other folks to think of buying your product for the benefits they made. For customer advocacy, write case studies, and ask for referrals!

Management 52

Management Customer retention SaaS Customer advocacy 52

Amity

JANUARY 4, 2017

Let’s not forget the upsell and cross sell opportunities. When Customer Success is building strong relationships with the customers, they are creating an avenue for easier upsell, cross sell, and renewal conversations. Increase in customer references/case studies. Increase in expansion revenue.

Upselling 63

Upselling Feedback Sales Marketing 63

SmartKarrot

SEPTEMBER 2, 2022

Act as an internal advocate for customers by providing client feedback. As a Customer Success Manager, you will oversee your book of business from onboarding to renewals and upsells. Build customer advocates through reviews, case studies and references. Identify critical customer challenges and advise better solutions.

Upselling 19

Upselling Customer advocacy Coaching Feedback 19

Totango

DECEMBER 10, 2019

How can you help the sales team increase the number of licenses or upsells? Is there a way to help marketing segment customers for case studies or reference testimonials? Leverage Voice of Customer Data: It is critical that you listen to your customers and learn from their feedback.

Customer retention 64

Customer retention B2B Enterprise Metrics 64

8x8

AUGUST 7, 2017

Instead, test on desirable behavioral characteristics such as ability to establish rapport, conflict management, upsell ability. Utilize Self and Third-party Evaluation: Mini case studies on specific past experiences can provide a useful tool for employees to evaluate their own strengths and weaknesses.

Quality management 48

Quality management Management Contact Center Upselling 48

Babelforce

JANUARY 28, 2021

One case study showed major increases in agent skills and agent retention. It’s the feedback from promoters. When promoters provide verbatim feedback, they’re giving you direct insight into customers’ heads. That’s especially value in a sales setting, with upselling opportunities. Not really. Pretty good huh?

Contact Center 52

Contact Center CRM Upselling Sales 52

Amity

JULY 4, 2017

But there’s even more you can do to power up your Customer Health Score and NPS program when you integrate a customer feedback platform with your Customer Success Platform. Gather feedback at key points of the customer journey to give more context and meaning to your NPS score. You can’t save a customer, and they churn.

Surveys 66

Surveys SaaS Feedback Customer advocacy 66

Education Services Group

JUNE 4, 2019

Furthermore, existing customers are more likely to become advocates for your brand to help attract new customers, more likely to spend on new products, and more likely to spend more on cross-sells and upsells. For larger clients, it’s a good idea to conduct interviews and build a case study around exactly what you did to help them.

Marketing 53

Marketing Best practices Upselling Feedback 53

CSM Magazine

JULY 16, 2020

Virtual Customer Assistants (VCAs) for example, are a bonus to customer service departments through their ability to cross-sell, upsell and prevent agent churn. Maximise machine learning to add feedback functionality to insurance bots. About the Author. Henry Jinman is Commercial Director of EBI.AI.

Automotive 59

Automotive Transportation Upselling Enterprise 59

NobelBiz

JUNE 17, 2024

Telesales is particularly effective for upselling and cross-selling, as agents can tailor their approach based on the customer’s needs and preferences. Use KPIs and feedback mechanisms to assess service quality, identify areas for improvement, and maintain alignment with your business objectives.

Call Center 52

Call Center outsourcing Telemarketing Technical Support 52

SmartKarrot

MAY 13, 2022

Scale the CS team to the needs of the business including, but not limited to, building capabilities around program strategy, solution-based selling, upsell, relationship building, identifying necessary roles & responsibilities needed to improve the customer experience (analytics, etc.). Generating customer references and case studies.

Upselling 19

Upselling Customer centricity Best practices Accountability 19