Global Response

FEBRUARY 26, 2024

Case study : Slack actively encourages user feedback through various channels, including a dedicated feedback command within the app. Case study : Amazon uses customer reviews and ratings to improve products and provide personalized customer service.

Call Center 62

Call Center Customer Service outsourcing CRM 62

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

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

MAY 10, 2022

This includes the initial contract, of course, and any upsells, expansions, and renewals that may occur. Think about any potential product enhancement requests, advisory board placements, case study potential, customer speaking engagements, etc. Total customer revenue per year: start with the contract value and ARR.

Upselling 59

Upselling Metrics Accountability Sales 59

inSided

OCTOBER 1, 2022

Use case library and customer case studies: help customers understand what’s possible and what they can do to drive adoption and upsell. For a customer going through an upsell to buy a new module, you might include a link to a case study about that module.

Upselling 52

Upselling Accountability Sales outsourcing 52

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. Showcase Client Case Studies. Social media posts.

SaaS 109

SaaS Journey mapping B2B Feedback 109

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

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. If you want to know more about their chatbot, make sure to check their case study. Create your own airline chatbot.

Airlines 88

Airlines Chatbots Upselling Self service 88

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). Provide references, case studies, customer stories to Sales and Marketing. Case studies and testimonials help build trust among potential clients. Create upsell opportunities.

Management 67

Management Upselling SaaS Sales 67

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. This organic word-of-mouth marketing is incredibly powerful and can have a significant impact on your brand’s reputation and visibility.

Management 52

Management Upselling Sales Marketing 52

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 88

Customer retention Upselling Enterprise Benchmark 88

Totango

MARCH 29, 2022

Increase product adoption and identify opportunities for upsell. By tracking daily or monthly average usage and accounts with low or increased utilization, teams can easily understand which customers can be targeted for upsell. Grow customer advocacy and change detractors into promoters.

Customer advocacy 97

Customer advocacy Upselling Accountability Sales 97

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

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

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

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. Case studies. Case study 1: AG2R. Case study 2: DKV.

Chatbots 52

Chatbots Upselling Average Handle Time Analytics 52

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 74

Customer retention Upselling Enterprise Metrics 74

NobelBiz

MAY 28, 2024

For instance, agents can capitalize on inbound calls to upsell or cross-sell products and services. Increased Revenue Opportunities By enabling agents to handle both inbound and outbound calls, call blending opens up new revenue opportunities. All the way from onboarding to support to troubleshooting has been great throughout this journey!’

Call Center 52

Call Center Interactive Voice Response Outbound sales Scripts 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. This process and its conclusion are called value realization. Learn how to measure value realization. 5: Optimization.

Chief Customer Officer 52

Chief Customer Officer Upselling Education Metrics 52

ChurnZero

JULY 9, 2020

Celebrate (and Capitalize) on Success With Case Studies. Case studies are a mutually beneficial way to promote your product and your customer among interested audiences – so long as your features know their place in the story. Uncover Opportunities With Upsell Campaigns.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

NobelBiz

SEPTEMBER 10, 2024

’ Read Case Study The Best Omnichannel Contact Center Solution for Enhanced Productivity The selection of the right omnichannel contact center solution is a keystone to improving productivity and the customer service capabilities of your business. Connecting Call Centers to Success.

contact center solutions 52

contact center solutions Contact Center Multichannel Analytics 52

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

CustomerSuccessBox

MAY 30, 2022

She instantly thinks about Mr. X, who has been the focus of numerous previous case studies and whose product usage has been positive. These rules have a threshold for upsell or risk signal generation. Her CEO has asked her to nominate a customer who could talk about the value they have realized from the firm’s solution.

Upselling 52

Upselling Calibration Engineering Big data 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. Compare their features and capabilities to see if they align with your business needs. .

call center software 98

call center software Call Center APIs Contact Center 98

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

ShepHyken

NOVEMBER 20, 2017

A case study by Idaho Central Union by Avinash Bhaisa . My Comment: This is a great case study that proves that CX impacts the bottom line. Stats and facts prove that a personalized experience allows you to upsell, cross-sell and create customer loyalty. Here are my top five picks from last week.

Customer Service 96

Customer Service Personalization Upselling Self service 96

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). Customers aren’t looking for technology or products for the sake of having them; they’re looking for answers to their problems. Customer Success KPIs.

Metrics 52

Metrics Upselling Customer advocacy CRM 52

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

Callminer

FEBRUARY 23, 2021

Also, agents with insight into how customers have interacted with sales teams have increased upsell and cross-selling opportunities.” As we have written in a recent case study, even companies that previously used on-premise systems had to quickly shift their operations onto cloud software.

Call Center 376

Call Center Technology Banking Contact Center 376

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

Netomi

FEBRUARY 21, 2024

A notable case study is WestJet’s implementation of Netomi’s chatbot. Revenue Generation and Upselling Opportunities Chatbots are not just cost-saving tools–they actively contribute to revenue generation. The airline achieved an impressive 87% resolution rate of customer issues with no human intervention.

Chatbots 40

Chatbots Upselling Feedback Personalization 40

Totango

MARCH 2, 2021

Case Studies. 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. Extending customized cross-sell and upsell offers to customers based on their purchase and usage history and needs. Product webinars. Datasheets.

Upselling 63

Upselling SaaS Brand ambassadors Sales 63

ClientSuccess

SEPTEMBER 3, 2020

Ideally, most objectives are quantitative and aligned to the important KPIs of the business (retention, upsell, cross-sell, NPS, # of case studies, etc.). For both KPIs, I’d focus on revenue – core revenue retention (excluding cross-sell & upsell) and revenue expansion (up-sell and cross-sell).

Management 111

Management Upselling Sales Accountability 111

CSM Practice

JUNE 4, 2021

For example, conducting business reviews is expected to result in an increase in upsell revenues (See Expansion Revenues KPI example below). Also known as Upsell Revenues rate, this is a percentage that indicates how much revenue resulted from existing customers opting into additional products or services over a specific time period.

SaaS 52

SaaS Upselling Metrics CRM 52

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. They can reach out and offer an upsell or a cross-sell. Industry: Banking and finance.

Chatbots 60

Chatbots Customer Service Banking Healthcare 60

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. More on that below. 4. Business Model. Final Thoughts.

Upselling 52

Upselling Metrics Enterprise Feedback 52

Amity

APRIL 3, 2017

Upsells / Cross Sells /Renewals: I am constantly hearing and involved in conversations around who owns what in this category (Sales vs CSMs). However, regardless of who owns the upsell or renewal, track it. Customers presented to Marketing for case studies or customer references: Same idea as above. Analyze it.

Upselling 70

Upselling Metrics Feedback Accountability 70