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

Russel Lolacher

APRIL 4, 2017

His experience at the conference inspired him to write this article for 4hoteliers: Social Customer Care Cannot Be Ignored I have to disagree with Shep. The post You Can Absolutely Ignore Social Customer Care appeared first on The Upsell. I’m not trying to.

Customer Care 74

Customer Care Upselling Marketing Customer Experience 74

TeamSupport

MAY 11, 2021

That’s how TeamSupport CEO Pete Khanna and ProfitSword VP of Sales and Marketing Paul Bennie began their speaking session at the recent TSIA Interact annual conference. It’s one way of getting ahead of the risk of a customer churning or capitalize on an upsell or cross-sell opportunity. What did they mean ?

B2B 98

B2B Upselling Metrics Education 98

Hodusoft

AUGUST 9, 2021

Customers view the brands favorably which has an ear on the ground, listens to the feedback, iterates, and excels in customer experience. . At any point during the call, the customer agent can use the conference feature to loop in a senior executive if the matter requires his attention. . Marketing campaigns . There is no wait time.

Social media contact 105

Social media contact Contact center software Contact Center Interactive Voice Response 105

Fonolo

MARCH 28, 2023

Implementing new technology may also be required. Monitoring customer satisfaction levels: A customer experience manager will evaluate feedback and monitor trends. You’ll also need data analysis, project management, and customer feedback analysis skills. More than ever, contact centers offer solid career pathways!

Customer Experience 81

Customer Experience Management Contact Center Call Center 81

Totango

JANUARY 29, 2021

Promoting desired customer outcomes through success playbooks confers multiple benefits: Customer experience improves by reaching out at the right time in their journey. Successful customers become more likely to make cross-sell and upsell purchases. Keep your playbooks current through monitoring and feedback.

Best practices 85

Best practices Benchmark Upselling Accountability 85

Etech GS

SEPTEMBER 25, 2019

Software allows employers to use data to provide objective feedback to employees and make effective adjustments. Upsell rates. Agents in turn can use this information to better assist callers and upsell products and services. Average handling time. Conversation rate. Average talk time. Customer rating.

Call Center 69

Call Center Management call center workforce Upselling 69

Nicereply

JUNE 18, 2020

If you let them go silently into the night, you’re missing out on a big opportunity for clear, unfiltered feedback. By keeping it open-ended they got specific, actionable feedback that they didn’t expect. For example, attend industry conferences. Conferences are a great opportunity to meet several customers in one area.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

CSM Magazine

AUGUST 31, 2023

This will help build a relationship and could lead to opportunities for targeted or tailored upsells. Use customer feedback: Use customer feedback to improve the customer experience and tailor your approach to better meet their needs. This feedback can be used to improve the quality of service provided by the call center.

Call Center 52

Call Center Customer Experience Upselling Scripts 52

Education Services Group

MAY 23, 2022

In today’s world, in-person conferences resonate differently than they did pre-pandemic, and TSIA World Interact in Orlando, Florida was no exception. Who owns the renewal and upsell/cross-sell process? You know it’s a good conference if this was your only piece of feedback.). Your digital transformation is late.

Upselling 52

Upselling Sales Marketing Management 52

Amity

DECEMBER 14, 2016

Others manage subscriptions, software usage, renewals, upsells and other parts of the sales process. Therefore we have a customer base that is eager and willing to give us feedback, which is awesome. We take product feedback very seriously at InVision. Some teams are responsible for onboarding and training. 8-9am COFFEE.

Management 84

Management Finance Enterprise Accountability 84

CSM Practice

APRIL 12, 2018

Don’t bring feedback to product – bring data. There was a lot of discussion throughout the conference of where the line between Customer Success Management, Account Management, Sales and Renewal Teams fall. Chen summed it up well in our conversation: “CSM is the SDR of upsell”.

Upselling 49

Upselling Accountability Sales Feedback 49

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

OCTOBER 31, 2016

Almost immediately, we started to scale the team to enable us to be more proactive to ensure we were able to do all the things that Customer Success does best: onboarding, coaching, renewals, upsell, support, and services. If I had to sum it up, everything post-sale is the domain of the Customer Success team. We live and breathe marketing.

Coaching 0

Coaching Upselling Engineering Marketing 0

Voxjar

APRIL 9, 2020

3: Delivering QA and Coaching Feedback from Home. While we certainly have more than enough options to communicate remotely with email, Slack, video conferences, and a good old phone call; coming to terms with the added barrier of distance can be a little painful. Delivering QA and Coaching Feedback from Home. Let’s get started.

Coaching 52

Coaching Call Center Analytics contact center workforce 52

ChurnZero

AUGUST 15, 2024

Looking across accounts for trends involves using AI tools to sift through customer data and identify patterns that could indicate potential churn or opportunities for upsell. This includes product usage data, customer feedback, support tickets, and any other interaction data. Use your AI tools to surface hidden trends.

Customer retention 52

Customer retention Management Accountability Analytics 52

Global Response

AUGUST 7, 2023

Customer segmentation not only allows you to better understand your customers—thus enabling you to improve upselling, cross-selling and so on—but it also allows you to more easily and effectively personalize your customer experiences. Listen to your customers and implement actionable feedback. Strengthen your customer support.

Customer retention 62

Customer retention Call Center Upselling Personalization 62

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. This will help to expand your audience and build stronger relationships with them.

B2B 77

B2B Best practices Sales Education 77

CustomerSuccessBox

DECEMBER 24, 2021

Lifecycle stage triggers Customer Event triggers Scheduled event triggers CSM defined triggers Vendor-driven triggers Onboarding Drop-in Usage QBRs/EBRs Upsells Release readiness Adoption Sponsor change Monthly check-ins Cross-sells Annual customer events Renewal. Low NPS Customer Webinars Conferences. always deserves customer loyalty.

Journey mapping 52

Journey mapping Chief Customer Officer Upselling Customer retention 52

JustCall

DECEMBER 24, 2022

On the other hand, rewarding customer service experiences increase sales volumes, improve customer retention, unlock upselling and cross-selling sales opportunities, and fortify business growth. Customer feedback is an essential component of customer service improvement strategies. In simple words, customers don’t give second chances.

Best practices 52

Best practices Customer Service Customer centricity Self service 52

Amity

MAY 9, 2016

When I was a Customer Success Manager at Eloqua, the role was managing accounts (Renewals, Upsells, Cross-Sells, Success Planning). ” Now we have an industry conference called Advocamp , and this year we had over 800 people attend. Cross-sell, upsell, retention. Customer Health is important and usage of the product.

Coaching 56

Coaching Upselling Accountability Sales 56

aircall

FEBRUARY 1, 2021

Be open to feedback: Often, it’s your salespeople who come up with the best ideas for how to be more efficient and productive. Don’t make the mistake of allowing this valuable feedback to fall on deaf ears. Use your salespeople’s feedback to refine your sales training strategies and to improve future trainings. . Storytelling.

Best practices 62

Best practices Sales Call Center Coaching 62

ChurnZero

OCTOBER 20, 2020

I wanted to share some tips on successfully transitioning from a services-based organization to a core Customer Success offering, with services as an upsell opportunity. You are looking for additional opportunities to upsell products and services and create a consistent and measurable experience for customers.

Journey mapping 40

Journey mapping Calibration Upselling Consulting 40

JivoChat

APRIL 8, 2021

Customer engagement tools are software solutions that facilitate ongoing two-way interactions between companies and customers, which enable companies to gather feedback and insights from the target market and allow customers a means of communicating their needs and interests. What Are Customer Engagement Tools? Build Credible Brand Identity.

Sales 52

Sales Chatbots Brand ambassadors Surveys 52

CustomerSuccessBox

JUNE 8, 2022

She has been consistently voted top Customer Success strategist since 2013 and is frequently featured as a speaker at conferences and Customer Success publications. And so you want to do net retention rate, which is the revenues minus the down-sell minus the churn plus the upsells. You want to do customer logo churn rate and numbers.

Management 52

Management Upselling Accountability Chief Customer Officer 52

ChurnZero

DECEMBER 20, 2019

By focusing efforts on retaining active users by iterating their existing services based on rich customer data, companies will have more opportunities to engage, upsell , and ultimately scale. . . Is it retention, expansion, advocacy, product feedback, or service delivery? CSMs will also need to clarify their purpose.

Chief Customer Officer 61

Chief Customer Officer Sales SaaS Customer centricity 61

ClientSuccess

APRIL 20, 2017

The CSM should be in contact with their customer accounts—whether through automated communication or a manual one-to-one approach—at least once a week to keep the relationship and feedback channels strong.

SaaS 40

SaaS B2B Best practices Engineering 40

JustCall

NOVEMBER 24, 2022

This can offer upsell and cross-sell opportunities or referrals from satisfied customers. Step 8 – Ask for feedback. Asking for feedback is crucial to retaining existing customers and creating future referrals. Prospecting can involve online research or participation in conferences or industry events.

Sales 52

Sales B2B Surveys B2C 52

JustCall

MARCH 9, 2023

It also well provides them with feedback on how they can get better. AI-powered tools enable them to upsell or clinch the deal by providing key insights into the customer’s buying journey, thereby boosting revenues. AI call scoring – Allows you to provide unbiased feedback at scale.

Coaching 52

Coaching Sales Chatbots Analytics 52

Voxjar

MARCH 10, 2020

Your starting to hear the acronym KPI tossed around at conferences and even between members of the executive team. Identify customer issues and/or upsell opportunities. There’s pressure from the top to align the performance of the customer service team with the goals of the entire organization.

Metrics 52

Metrics Customer Service Call Center Customer retention 52

SmartKarrot

OCTOBER 3, 2022

Attend college recruiting events, conferences, seminars to help strengthen the company brand. Work with your assigned Strategic Account Manager (SAM) to meet retention and upsell goals. You will have mapped out all Customer retention activities and customer upselling to prevent churn and expand preezie commercial footprint.

Upselling 19

Upselling Coaching Best practices Consulting 19

SmartKarrot

FEBRUARY 8, 2022

Partner with cross-functional teams to ensure customer feedback is incorporated into the product roadmap. Forecast upcoming renewals and upsell opportunities. Run upsell sales cycle process. Categorize the customer profile following the segmentation and lead business reviews based on the customer profile.

Upselling 19

Upselling B2B SaaS Customer centricity 19

SmartKarrot

FEBRUARY 14, 2022

Ability to identify opportunities to upsell or cross-sell the full range of Astound’s services and solutions. Collaborate with the sales team to acquire new clients whether that be attending sales conferences or going on client pitches. Help drive customer references and case studies.

Upselling 3

Upselling Accountability Best practices Sales 3

SmartKarrot

JULY 27, 2022

Identify upsell initiatives with additional product offerings that can be handed over to the sales team. Represent Branch at relevant regional conferences and events. Work closely with product management to continue to enhance and improve the product based on direct feedback from the customers.

Finance 19

Finance Best practices Engineering Upselling 19

SmartKarrot

AUGUST 17, 2022

Identify and execute growth opportunities tied to upsell, cross-sell, and expansion. As a Customer Success Manager, you will develop and deliver product demonstrations to prospective customers as well as to existing customers during in-person meetings, online sessions as well as at conferences, seminars, and other events.

Education 19

Education Upselling Customer centricity Coaching 19

SmartKarrot

NOVEMBER 14, 2022

Work with customers to define objectives and deliverables, monitor progress, provide support, and convert TAP data into assets (papers, conference proceedings, application notes, sales collateral, etc.). Gather and communicate feedback from your customers to ensure the internal teams are focused on the voice of the customer.

Technical Support 19

Technical Support Customer advocacy Engineering Upselling 19

SmartKarrot

MAY 22, 2020

Conference calls could be scheduled for customised training on how to use the product. 6 Outcome based Upsell. Insights into usage data can even help you determine the best moment to convert a trial user. #3 3 Achieving Customer Confidence. To set customers up for success, make Customer Education ongoing. 7 Ensuring Renewal.

Upselling 10

Upselling Education Accountability Management 10