ChurnZero

NOVEMBER 26, 2024

This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on customer success hiring for SaaS and tech companies nationwide. These might include providing product feedback or internal collaboration.

SaaS 52

SaaS Upselling Enterprise industry standards 52

ProProfs Blog

APRIL 5, 2019

A study by the Boston Consulting Group showed that companies that followed a data-driven approach to decision making could expect an increase of 20-30% in their earnings. This also makes it easier to improve surveys and iron out the kinks to get better insights and feedback in future projects. Analyze and Profile Customer Journey.

Surveys 122

Surveys Upselling Employee engagement Sales 122

Nicereply

MARCH 16, 2022

Some treat Customer Experience as a synonym to Customer Success, others see Success and Support as part of the CX team, and still, others prefer it reports into Sales as a way to increase upsells and renewals. We’ve also gotten great feedback from our customers about this model. Success is responsible for the retention and upsells.

Sales 111

Sales Customer Experience Upselling Self service 111

Totango

AUGUST 13, 2024

At Totango + Catalyst, we made a strategic decision to challenge the script on revenue priorities, empowering customer success managers (CSMs)—those mostly intimately aware of customer needs and goals—to own core renewals, expansions, and upsells. Leverage front-line insights : Create the space for individual contributors to provide feedback.

Management 101

Management Best practices Consulting Consulting 101

CSM Magazine

FEBRUARY 5, 2025

Predictive Analytics and Sentiment Analysis AI algorithms analyze customer behavior , feedback, and conversations to understand sentiment and predict future needs. Agents get real-time prompts, such as upselling opportunities or techniques to calm frustrated callers.

Contact Center 52

Contact Center Chatbots Analytics Airlines 52

aircall

APRIL 6, 2018

Savvy modern sales reps are adapting to this reality by positioning themselves as consultants. Providing customers with an outlet to share feedback and seek solutions is still the primary goal. When upselling feels forced or unnecessary after analyzing a client’s needs, it’s best to wait. Simple Ways to Sell (Without the Slime).

Sales 110

Sales Customer Support Upselling Scripts 110

CCNG

OCTOBER 19, 2022

Temkin, 2017) After a bad experience, 30% of consumers tell the company, 50% tell their friends, and 15% provide feedback online. Forrester, 2016) 63% of CX professionals use customer feedback to prioritize investment in better products, services, and customer experiences. Forrester, 2016) The average email survey response rate is 24%.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Callminer

SEPTEMBER 14, 2020

Carol Tompkins is the Business Development Consultant at AccountsPortal. Their long-term role is also to make sure the call center is able to develop expertise, learn through the right feedback loops and test new approaches and features. Carol Tompkins. accountsportal. The role of the business analyst in call center operations is to…”.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Lumoa

APRIL 28, 2024

They offer you one space where you can collect all the customer feedback, analyze it, report it, and adjust your cx insights strategy by collecting. You can even find opportunities for cross-selling, upselling, or personalized promotions by using real-time insights and trends generated by AI. Which Platform Fits Your Needs?

Feedback 78

Feedback Consulting Consulting Enterprise 78

ChurnZero

MAY 3, 2022

Start with: CSM Mastermind: Sharing Customer Feedback Effectively. A consulting firm that specializes in helping tech and services organizations optimize their CS effectiveness, CSM Practice offers an encyclopedic CS YouTube channel covering everything from the basics of CS to deep dives into KPIs. 2: CSM Practice.

Journey mapping 98

Journey mapping SaaS Customer centricity Education 98

Outsource Consultants

JANUARY 24, 2025

Real-Time Monitoring Tools Real-time monitoring tools allow supervisors to listen in on live calls and provide immediate feedback. For example, if a customer mentions a product, the system can instantly provide the agent with relevant information or upsell opportunities. How can Outsource Consultants help with quality monitoring?

Best practices 67

Best practices Contact Center Technology Schedule adherence 67

ChurnZero

MARCH 24, 2023

For example, if you receive an end-user NPS response or notice a pattern in end-user NPS feedback that says, “I hate this product,” and then from the same account, you get decision makers or contract signers saying, “I love this product,” that’s a problem. Everyone started looking at the dollars and focusing on these upsells.

Upselling 98

Upselling Metrics SaaS Sales 98

ChurnZero

MARCH 24, 2023

For example, if you receive an end-user NPS response or notice a pattern in end-user NPS feedback that says, “I hate this product,” and then from the same account, you get decision makers or contract signers saying, “I love this product,” that’s a problem. Everyone started looking at the dollars and focusing on these upsells.

Upselling 97

Upselling Metrics SaaS Sales 97

Babelforce

SEPTEMBER 15, 2021

A good example is the consulting firm Booz Allen. Experienced employees can provide real-time coaching and feedback, which many of them sincerely enjoy doing! This could include highlighting help documentation or pointing out upselling or cross-selling opportunities. 13 Provide quality feedback. Case study: Booz Allen.

Call Center 102

Call Center Scripts Contact Center Airlines 102

Real Blue Sky

NOVEMBER 21, 2023

By implementing robust feedback mechanisms, you can gain insights into why customers might be leaving. Is it a product issue, a service mishap, or something more systemic? Independent consultants bring fresh eyes and specialized expertise to identify inefficiencies and areas for improvement that internal teams might overlook.

Employee engagement 105

Employee engagement outsourcing Upselling Customer retention 105

Lumoa

MARCH 12, 2023

But customer feedback and insights are often the least accessible information in a business. Companies rarely have processes in place to regularly collect feedback. Feedback from all of these sources is gathered in one place. Lumoa’s customer experience platform helps you get from raw feedback to meaningful insights.

Customer Experience 78

Customer Experience Journey mapping Analytics Consulting 78

ChurnZero

NOVEMBER 22, 2019

Speaker Bio: Emilia D’Anzica is a Customer Success and Account Management Growth Consultant and Partner at Winning by Design. How to Calculate Your Renewal and Upsell Rate – Learn how to calculate these metrics and apply them to your SaaS business. The post Introducing BIG RYG appeared first on ChurnZero.

Chief Customer Officer 17

Chief Customer Officer Education Upselling SaaS 17

Outsource Consultants

MARCH 29, 2021

Don’t waste time pairing conflicting KPIs, such as setting a lower agent AHT goal with increased upsell targets. By nature, upselling requires time for agents to explain the benefits of your brand’s products. So make sure to offer your BPO vendor opportunities to provide feedback and suggestions.

Management 76

Management Calibration Call Center Upselling 76

Calabrio

OCTOBER 24, 2016

For more than 10 years, Calabrio has helped brands of all sizes pave the path to superior customer engagement and, through this experience, we’ve found the right combination of consulting and contact center technology to help your brand turn customers into advocates. Analytics, Analytics, Analytics. Did I mention analytics?

Contact Center 82

Contact Center Analytics Best practices Upselling 82

Totango

OCTOBER 20, 2022

CSMs act as the voice of the customer bringing user experience feedback to the product team. Customer success managers are critical at SaaS companies, where they help deliver results that promote subscription renewals and upsells. CSM role duties may vary by company. What Makes a Good Customer Success Manager? Problem-Solving.

Management 97

Management Upselling Coaching Best practices 97

Pointillist

JULY 25, 2018

What are the quantitative business goals that will influence the journey analytics project e.g., churn, retention, acquisition, cross-sell, upsell, purchase, rate of renewal etc.? Those Users that the Stakeholders trust for unvarnished feedback should have enough hands-on experience to be able to provide meaningful feedback.

Analytics 93

Analytics Government Metrics APIs 93

Cincom

FEBRUARY 21, 2025

This results in lost revenue and missed opportunities to upsell or cross-sell. 5- Enhanced Upselling and Cross-Selling Strategies Many CPQ platforms include recommendation engines that suggest upgrades, bundles, and complementary products. Explore our CPQ training resources or schedule a consultation with our experts.

Sales 40

Sales Gamification Finance Best practices 40

CustomerSuccessBox

MARCH 27, 2019

Thus, increasing the retention rate, and creating potential opportunity for upsells / cross-sells too. So, make sure you decide it after consulting with your team. Customer success managers have a lot of responsibilities like increasing retention, decreasing time to value, building key relationships, create upsell opportunities, etc.

Upselling 66

Upselling SaaS Best practices Feedback 66

GetFeedback

JUNE 13, 2019

In addition to providing a flexible customer feedback solution, GetFeedback now offers Flow Templates. If an upsell opportunity is identified, a Salesforce Opportunity is automatically generated with relevant details collected through the GetFeedback survey. . That’s where GetFeedback comes in. Product Recommendations.

Surveys 68

Surveys Upselling Consulting Consulting 68

ChurnZero

DECEMBER 29, 2020

The SaaS Debate: Who Owns the Renewal and Upsell? Whether Customer Success or sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. Customers don’t value your word, which as consultants, is how you effect change to drive success. Customer Success vs. Sales.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

CSM Practice

DECEMBER 8, 2019

Revealing opportunities for cross-sells and upsells. Feedback-Driven Churn Analysis. An unbiased third party is best suited for this interview so customers can express their full feedback without holding back. Predicting at-risk customers. Engaging with customers to improve relationship. Identifying competitive threats.

SaaS 88

SaaS Customer retention Accountability Feedback 88

Totango

AUGUST 18, 2022

It also promotes higher product usage, increases the likelihood of upselling purchases and encourages customers to become enthusiastic brand advocates. Your checklist serves as a reference document that your customer success team and customers can consult. If anyone has a question about onboarding, the answers are right there.

Journey mapping 99

Journey mapping SaaS Upselling Enterprise 99

PeopleMetrics

MARCH 16, 2020

Grow alerts (also called upsell alerts ) are triggered when a customer indicates that they are interested in additional products and services from a company. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Grow Alerts. Which alerts work best for YOUR company? Sean holds a Ph.D.

Morale 77

Morale Upselling Surveys Coaching 77

ChurnZero

NOVEMBER 4, 2022

A SaaS business’s greatest source of intel is direct customer feedback. They are best positioned to find, synthesize, and contextualize feedback. We know that instinctively, and by doing the renewal, the upsell, the cross-sell, we’re actually adding a lot more value to the customer.

SaaS 98

SaaS Customer centricity Finance Best practices 98

NobelBiz

JULY 25, 2023

Emails : Written communications, often detailing specific issues or feedback, which can be analyzed for content richness and sentiment. Social Media : Customers today take to platforms like Twitter, Facebook, and LinkedIn to voice concerns, appreciation, or feedback. Live Webchat : Instant messaging platforms on websites or apps.

Analytics 98

Analytics Call Center Contact center software Scripts 98

Outsource Consultants

JANUARY 27, 2025

At Outsource Consultants, we’ve seen firsthand how Philippine call centers have transformed CX strategies for companies across various industries. Outsourcing to a Philippine call center enabled rapid scalability, resulting in a 40% reduction in average handle time and a 35% increase in positive customer feedback.

outsourcing 67

outsourcing Call Center Government Telecommunications 67

OctopusTech

MARCH 11, 2022

A call center is a connecting link between consumers and suppliers who provide goods and services as they gather information, consult with consumers, and execute their orders. It includes services like customer feedback, pitching with discounts and offers, cross-selling and upselling.

Call Center 62

Call Center Inbound sales Technical Support Upselling 62

Cincom

JANUARY 30, 2025

Later, you send a follow-up email asking her for feedback. Within a few minutes, you email her the customized quote, the offer for a free consultation call, and the invitation to download the app. When she downloads the app, you resend her customized quote and notification to schedule the free consultation call.

Personalization 40

Personalization CRM Analytics Chatbots 40

ClearAction

NOVEMBER 5, 2017

Do your surveys interrupt customers or allow them to give feedback however and whenever they prefer? Does your customer relationship management (CRM) software focus on upselling and cross-selling or does it minimize repetition for customers and strengthen relationships? How to Solve Customer Experience Silos.

Customer Experience 69

Customer Experience Customer centricity Morale Finance 69

Integrity Solutions

NOVEMBER 29, 2022

In fact, data collected by the consulting firm ES Research has shown that 85 to 90 percent of sales training fails to translate into a lasting improvement in productivity. If feedback coming out of training is that it was a waste of time, you have everything you need to know right there. Did our salespeople see value in the training?

Metrics 86

Metrics Sales Coaching Accountability 86

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. My first roles out of school were in consulting for a small company in the city called Venture Accelerator Partners.

Coaching 0

Coaching Upselling Engineering Marketing 0

VocalCom

JULY 15, 2019

By consulting customer feedback and data, you can also apply information you have already learned about actual experiences. Both customer service and sales teams can receive additional training and mentoring, and they may be invited to share their own feedback. What is your brand’s typical response time in this situation?

Journey mapping 48

Journey mapping Contact center software Interactive Voice Response Upselling 48