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

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

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

ChurnZero

JUNE 18, 2024

You should, because upsell and cross-sell are key drivers of the sustainable growth your company needs, and yet only 43% of CS teams do. Train your CSMs to: Actively seek feedback from the same stakeholders and others, which can turn everyday users into advocates within a customer’s organization.

Upselling 59

Upselling Coaching Education Feedback 59

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

ProProfs Blog

DECEMBER 21, 2020

Stable customer base results in higher referrals, improved upsell revenue and increased lifetime value (LTV) which further results in improved customer acquisition in future. Post-chat survey feedback. With post-chat survey feedback , you can understand customer mindset and what factors lead them to switch from your brand.

Surveys 148

Surveys Benchmark Feedback Sales 148

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 98

Call Center Morale First call resolution Abandon Call 98

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 90

Customer Experience Education Customer centricity Metrics 90

Global Response

FEBRUARY 26, 2024

Integrate technology to easily collect customer feedback through surveys, feedback forms, and social listening tools. Use this feedback to regularly improve your service and product offerings. Encourage feedback and ideas : Create channels for employees to voice their feedback and ideas on improving customer service.

Call Center 62

Call Center Customer Service outsourcing CRM 62

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

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

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 80

Enterprise Feedback Upselling Accountability 80

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

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

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 63

B2B Enterprise Best practices Upselling 63

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

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

NOVEMBER 16, 2016

Increased customer upsells /cross sells. Customers guiding our product with amazing feedback. Product If Success is doing the job optimally, they will be constantly receiving feedback on your product from those high value customers and need to have a strong advocate to pass this along to. If so, they could be great case studies.

Accountability 81

Accountability Feedback Upselling SaaS 81

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

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 65

Customer retention B2B Enterprise Metrics 65

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

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

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

REVE Chat Blog

NOVEMBER 21, 2019

Enhanced ability to upsell with relevant deals and offers – The sales agents can offer information about the current sale going on, or a discount coupon available for the product they are interested to purchase. It will open the door for upselling. Case studies provide social proof that your product can deliver.

B2B 77

B2B Best practices Sales Education 77

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 Best practices 52

JustCall

AUGUST 14, 2019

Additionally, with continued feedback from the customer success team about how the customer is finding the product, a business is able to retain the customer for a longer time. You cannot leverage them for testimonials and case studies. In a way, it becomes easy for you to upsell. .

Sales 71

Sales Upselling Personalization Feedback 71

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. This process and its conclusion are called value realization. Your customer has seen the products value.

Chief Customer Officer 52

Chief Customer Officer Upselling Education Metrics 52

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

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 Sales 53

Totango

DECEMBER 12, 2019

Customers can experience escalation while they’re in the midst of renewal, or some circle back to onboarding due to an upsell. . Once you know who your advocates are, you can include them in a case study or ask them to provide references. . It is important to note, however, that the customer journey is not linear.

Management 65

Management Enterprise Best practices Benchmark 65

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

LiveChat

DECEMBER 18, 2018

That’s why ask for an honest feedback regarding the product. Upsell – aka “How you like me now?” For example, when I create a case study with our customer and I need a fast response, I choose a chat instead of an email. We try to remember that when gathering feedback and talking with LiveChat’s new clients.

Upselling 58

Upselling SaaS Feedback Personalization 58

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

Outsource Consultants

JANUARY 27, 2025

As we explore further, we’ll examine specific success stories and case studies that highlight the transformative impact of Philippine call centers on customer experience excellence. Additionally, Filipino agents’ product expertise and upselling abilities contributed to a 15% boost in sales.

outsourcing 67

outsourcing Call Center Government Telecommunications 67

Outsource Consultants

JANUARY 8, 2025

The right partner should provide case studies and references that showcase their ability to meet your specific objectives. A comprehensive cost-benefit analysis should factor in both direct costs (such as per-call or per-agent fees) and indirect benefits (like improved customer retention or increased sales through upselling).

Call Center 67

Call Center outsourcing Business Process Outsourcing Average Handle Time 67

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