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. Upsell purchases. Showcase client case studies. Engage clients personally. Showcase Client Case Studies.

SaaS 113

SaaS Journey mapping B2B Upselling 113

Totango

MAY 5, 2021

Once these metrics are recorded, you can use this information to proactively engage customers and meet their needs in a more personalized way. 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.

Customer Experience 118

Customer Experience Education Customer centricity Metrics 118

Inbenta

JULY 29, 2021

Upgrades or upselling management. Chatbots can be used as a sales upselling tool to suggest additional services, upgrades and offer upsell promotions to travelers who have already booked a flight. For instance, when traveling with a wheelchair, a person can ask priority boarding or skip queues just by making a request.

Airlines 88

Airlines Chatbots Upselling Self service 88

Totango

MARCH 29, 2022

With the ability to analyze data signals for changes in real-time, consistent, personalized engagement is possible, no matter how large the organization. Increase product adoption and identify opportunities for upsell. Allow Automation to Scale Customer Engagements.

Customer advocacy 101

Customer advocacy Upselling Accountability Sales 101

ChurnZero

DECEMBER 15, 2021

Both quantitative (product usage, service utilization) and qualitative (relationship quality, satisfaction) data can be used to trigger personalized communications such as in-app messages, product walkthroughs, and emails. These can be set up to target just the right customers, at just the right time, with the most relevant upsell offers.

Sales 98

Sales Marketing Accountability Surveys 98

ClientSuccess

FEBRUARY 7, 2022

Even if a customer is doing amazing things and has a ‘healthy’ score, your team can use the Customer Health Score to identify customers ready to act as a reference, participate in an upcoming webinar, or partner on an external case study. Your conversation should be focused, data-backed, and transparent for both sides.

Upselling 81

Upselling Metrics Personalization Management 81

Totango

MARCH 5, 2021

Retaining customers is far less expensive than the cost of acquiring new ones and can bring growth in the form of upsells from current customers. Start by demonstrating the value of your product early in the customer journey by offering case studies and testimonials. How to Improve Your Customer Retention Rate.

Customer retention 92

Customer retention Upselling Enterprise Benchmark 92

Eptica

OCTOBER 28, 2016

Consumers increasingly see it as a vital part of the sales process - Forrester Research found that "44% of online consumers say that having questions answered by a live person while in the middle of an online purchase is one of the most important features a web site can offer.” ” Chat helps sales in four key ways: 1.

Sales 79

Sales Multichannel Abandon rate Upselling 79

Totango

APRIL 9, 2019

Retaining customers is far less expensive than the cost of acquiring new ones and can bring growth in the form of upsells from current customers. Start by demonstrating the value of your product early in the customer journey by offering case studies and testimonials. How to Improve Your Customer Retention Rate.

Customer retention 76

Customer retention Upselling Enterprise Metrics 76

ClientSuccess

SEPTEMBER 3, 2020

Base only compensation plans do little to align CSMs to company objectives and also provide no additional incentives (other than personal pride and work ethic) to achieve or overachieve the expected performance standards. In my opinion, a CSM compensation plan that is 100% base salary is a mistake.

Management 111

Management Upselling Sales Accountability 111

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. Provide the same users with opportunities such as case studies to share their success and build their professional standing. Does your customer success team own and drive expansion revenue?

Upselling 59

Upselling Coaching Education Feedback 59

ProProfs Blog

DECEMBER 27, 2020

They may end reaching out to your business for personalized product or service demonstrations. Improving initial conversion value by identifying the upsell opportunities and offering product recommendations that will further enhance the buyer’s experience. This helps them drill down what features set you apart from others.

Journey mapping 148

Journey mapping Education B2B Sales 148

Totango

OCTOBER 20, 2020

Once these metrics are recorded, you can use this information to proactively engage customers and meet their needs in a more personalized way. 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.

Customer Experience 90

Customer Experience Education Customer centricity Metrics 90

NobelBiz

MAY 25, 2023

This system enables businesses to gain a complete view of their customers, aiding in personalized customer interactions and more effective marketing strategies. In addition to the above benefits, CDP software can help contact centers to personalize their interactions with customers.

call center software 98

call center software Call Center APIs Contact Center 98

Comm100

NOVEMBER 2, 2020

We have hand-picked some of the top chatbot examples to show you how you could use AI customer service bots across channels – 5 use cases across industries, plus one case study of how a chatbot resolved 91% of live chat inquiries. The bot can even provide personalized service to the bank’s clients.

Chatbots 84

Chatbots Customer Service Banking Healthcare 84

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

Outsource Consultants

APRIL 9, 2025

From predictive analytics and multilingual NLP chatbots to data-enriched personalization, these call centers are setting new standards for global customer experience. An Avasant study predicts that AI will create 100,000 new jobs in algorithm training and data curation within the next five years. So, what does it look like in action?

Call Center 67

Call Center outsourcing Chatbots Analytics 67

ChurnZero

JULY 9, 2020

These personalized sessions focus on the customer’s strategy around using their newly learned functionality. Celebrate (and Capitalize) on Success With Case Studies. Although case studies primarily support bottom-of-funnel marketing, they can also benefit other customers by sharing new or unique ways of using the product. .

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

ChurnZero

MARCH 31, 2023

Case studies have shown loyal customers spend more— up to six times more —over the customer lifetime. In his words, second-order revenue stems from upsells, renewals, word-of-mouth and champion change. The purpose of a Customer Success team is to help a company’s customers get the most value out of its product.

Benchmark 98

Benchmark B2B Accountability Consulting 98

Global Response

FEBRUARY 26, 2024

Personalization : Representatives tailor services and interactions to meet the individual needs and preferences of each customer. From robust customer relationship management (CRM) systems to AI chatbots, technology has transformed customer service into a more efficient, accessible, and personalized experience.

Call Center 62

Call Center Customer Service outsourcing CRM 62

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

ChurnZero

APRIL 2, 2021

Find customer use cases for every case study. Using Customer Success software, marketing teams can easily source customers for case studies without having to ask or rely on the Customer Success team for input. Reinforce marketing content in your application.

Sales 64

Sales Marketing Surveys Accountability 64

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. Personalized customer service and support. And things may go down easily for you if you fail to personalize the journey for the buyer persona’s.

Surveys 148

Surveys Benchmark Feedback Sales 148

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. Customers are empowered to enter recurring short-term business solutions with personalized services. Review results with internal stakeholders at Y date.

Enterprise 80

Enterprise Feedback Upselling Accountability 80

Inbenta

DECEMBER 14, 2021

Chatbot use cases for policyholders. Often, potential customers prefer to research their options themselves before speaking to a real person. personalized recommendations. They can push promotions in a specific timeframe and recommend or upsell insurance plans by making suitable suggestions at exactly the right moment.

Chatbots 52

Chatbots Upselling Average Handle Time Analytics 52

JustCall

AUGUST 14, 2019

However, step back and give it a thought – how is a salesperson supposed to hit the current pain points of a person and convince them with the essentiality of the product if they do not receive such insights from the customer success team? You cannot leverage them for testimonials and case studies. Final thoughts.

Sales 71

Sales Upselling Personalization Feedback 71

Totango

JULY 24, 2020

Create Personalized Offers. You cannot schedule an upsell engagement at a predetermined time in the customer journey. That support could take the form of additional training or materials such as webinars, or it could be an in-product solution that doubles as a ready upsell. Create Personalized Offers.

B2B 63

B2B Enterprise Best practices Upselling 63

Outsource Consultants

JANUARY 27, 2025

Many centers have integrated artificial intelligence and machine learning tools to improve efficiency and provide more personalized customer experiences. As a result, agents connect with customers on a personal level and navigate cultural nuances with ease. Healthcare: Simplifying Complex Policy Explanations A U.S.-based

outsourcing 67

outsourcing Call Center Government Telecommunications 67

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

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. . Scale Customer Success: Customers expect the same level of personal attention throughout their journey, but it is difficult to maintain high-touch engagements across a growing portfolio.

Management 65

Management Enterprise Best practices Benchmark 65

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 Chatbots 77

Influitive

MAY 12, 2016

Today’s empowered customers expect the interactions they have with your sales and marketing teams to be highly personalized and relevant—which can make striking up valuable conversations with prospects challenging. Make your content even more personal . Account-based marketing: best-fit accounts, higher relevancy.

Accountability 61

Accountability Marketing B2B Customer advocacy 61

Comm100

DECEMBER 8, 2020

Because they offer more efficient support and a more intimate, personal experience. On the contrary, chatbots are known for boosting customer satisfaction levels because they help build relationships on a more personal level, at least in comparison to the FAQ section. Making Customer Experience Personal. How about a 999% ROAS?

Chatbots 69

Chatbots Scripts Sales Personalization 69

Russel Lolacher

FEBRUARY 20, 2017

aka don’t do this)… As you can read, Zach from Canva sent me an email to “personally” talk to me (to me, or at. The post How to Not Make Your Customers Feel Special, Courtesy of Canva appeared first on The Upsell.

Upselling 48

Upselling Personalization Marketing Customer Service 48

CSM Magazine

MARCH 13, 2024

Personalizing the Experience Another way CSM boosts branding is by personalizing the customer experience. This personal touch goes a long way in making your customers feel valued and appreciated, which in turn strengthens their connection to your brand.

Management 52

Management Upselling Sales Marketing 52

Outsource Consultants

APRIL 2, 2025

To calculate ROI, factor in metrics such as: Increase in customer satisfaction scores Reduction in customer churn rate Improvement in first call resolution rates Growth in upsell and cross-sell opportunities Cost Optimization Strategies Looking to reduce spend without reducing impact? Whats the average cost of selecting a US call center?

Call Center 67

Call Center First call resolution Average Handle Time outsourcing 67

CustomerSuccessBox

MAY 16, 2022

All that to give you a holistic 360-degree view of your customer portfolio, monitor account health scores, create playbooks to facilitate onboarding, renewals, and upsells, set up alerts for risk and upsells, and more. Detect and Act on Upsell & Cross-sell Opportunities. The CS tech has evolved exponentially.

Management 52

Management Upselling SaaS Accountability 52