TechSee

DECEMBER 2, 2020

This technology can be applied at every channel and touchpoint of the customer journey, from pre-purchase through contracting and billing, onboarding , and even upsells. Visual assistance technology is a powerful tool for technical support, but it can also help address other customer inquiries, deliberations, and bureaucratic issues.

Average Handle Time 109

Average Handle Time First call resolution Technical Support Technology 109

Totango

MARCH 6, 2020

This allows your customer success team to benefit from the data gathered by the sales team; the support team to access a comprehensive history populated by the CS team; and you and your team to personalize upsell and renewal campaigns based on a record of customer behavior. Customer suggestions are just that – suggestions.

Best practices 93

Best practices Upselling Feedback Enterprise 93

Nicereply

NOVEMBER 21, 2022

Custify is a customer success tool that provides a complete overview of your customers, which makes it easier for you to proactively solve their problems. With Custify, you can identify at-risk customers and reduce unnecessary churn. Best features: Customer 360° Customer health scores Reports Workflow automation.

Customer retention 98

Customer retention SaaS Upselling Analytics 98

Totango

MAY 5, 2021

Anticipating which customers are viable candidates for upsell/cross-sell opportunities. Tracking the progress of customer satisfaction to judge the success of proactive measures. Customer Effort Score (CES). 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

Lumoa

FEBRUARY 9, 2023

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often about how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

TechSee

MARCH 24, 2021

This maturity improves their level of service, enhances the customer and employee experience, optimizes costs, and generates revenues from upsells. If more assistance is needed, the customer is transferred to a live agent who already has all the information needed to continue helping the customer.

Self service 109

Self service Upselling Chatbots Contact Center 109

aircall

DECEMBER 9, 2016

This presents you with opportunities for upselling and capitalizing on their loyalty towards a mutually beneficial relationship. But by upselling your existing customers and enticing them to make further purchases as they grow, it can ultimately yield a much higher ROI for your own business. The lower your score, the better.

Customer centricity 81

Customer centricity Customer retention Upselling Customer effort 81

CustomerSuccessBox

AUGUST 27, 2021

Having a clear picture of a customer journey roadmap will help you define your execution process for your SaaS startup. In any given scenario, a customer goes through the following steps in a customer journey-. Onboarding Adoption Escalation Renewal Upsells Referrals. Expansion- Upsell and Renewal.

Upselling 52

Upselling SaaS B2B Metrics 52

ClientSuccess

DECEMBER 21, 2021

Logo retention rate: the opposite metric from logo churn rate, this number measures the percentage of customers that renew or retain their business with your organization in a given timeframe. Product adoption: this metric tracks how many users at a specific customer are using the product or service.

Metrics 100

Metrics Upselling B2B SaaS 100

Babelforce

FEBRUARY 16, 2021

Curb your spending with automated customer retention strategies. Prioritize upselling as part of your customer retention efforts. Reduce Customer Effort with good onboarding process. Reducing how much you spend on a customer increases your margins from the relationship. Upselling is a priority.

Upselling 52

Upselling Customer retention Customer effort Metrics 52

Mindtouch

MAY 2, 2018

As the age of the customer continues to influence the shape and strategy of customer interactions, customer experience (CX) data such as Net Promoter Score (NPS ® ), Customer Effort Score (CES), and Customer Satisfaction (CSAT) inform strategic discussions across industries and verticals.

Customer Experience 59

Customer Experience Customer advocacy Customer effort Upselling 59

Help Scout

MAY 27, 2021

There are a few key components that dictate that success: Upselling: Account managers need to be skilled at upselling. They need to know what a customer might be debating and describe the added value they will get by purchasing an additional tier or product feature. Key components of account management. Knowledge type.

Accountability 66

Accountability Management Upselling Education 66

CCNG

OCTOBER 19, 2022

(Temkin, 2017) 83% of customers would trust recommendations from the people they know: colleagues, family, friends, etc. London School of Economics, 2005) Customer Effort Score Is CES worth your attention? 96% of customers with a high-effort service interaction are more disloyal, compared to only 9% with low-effort interactions.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

TechSee

MAY 29, 2018

Maximizing relationships with existing customers by improving communication and service processes is a clear priority in our customer-centric era. Implementing visual support in a call center directly affects the key elements that impact a business’ NPS: Reduced customer effort. Higher agent engagement.

Contact Center 95

Contact Center Call Center Best practices Customer centricity 95

ClientSuccess

NOVEMBER 2, 2022

Building a personal investment in your product can excite customers. Personalize strategic efforts to their unique needs. . Cultivating the customers already in your business book is an effective, efficient, and cost-savvy way to grow your business organically without investing time and resources into finding new customers.

Customer retention 70

Customer retention Upselling SaaS Accountability 70

ClientSuccess

FEBRUARY 21, 2022

Billing and Contract Terms: Is the customer up to date on all their bills and payments? What do the contract terms look like regarding opt-out, renewals, and upsells? Do multiple people on your internal team or at your company have relationships with different customer organizations?

Upselling 68

Upselling Metrics SaaS Customer effort 68

CustomerSuccessBox

JUNE 24, 2022

And it is much easier to retain existing customers than to find new customers. High renewal rates in SaaS provide a stable revenue source every month which helps you to focus on upsells, advocacy, and acquiring new customers. Thus eventually boosting customer engagement. Upselling the right way.

Upselling 52

Upselling SaaS Customer advocacy Metrics 52

TechSee

MARCH 4, 2024

Generative AI can be used to automate upsells, renewals and expansion. Customers who self-report as likely to recommend your product or service are more likely to be brand advocates on social media; both online and in the real world.

Enterprise 109

Enterprise Automotive Average Handle Time Metrics 109

TechSee

MARCH 4, 2024

Generative AI can be used to automate upsells, renewals and expansion. Customers who self-report as likely to recommend your product or service are more likely to be brand advocates on social media; both online and in the real world.

Enterprise 109

Enterprise Automotive Average Handle Time Metrics 109

Tethr

JULY 29, 2020

Whether they’re speaking to someone in your call center or interacting digitally, there is so much you can learn about the customer experience as a whole if you listen to all the ways a customer communicates with your business. Inside every channel, instances of customer effort, frustration, confusion and feedback are prevalent.

Brand ambassadors 65

Brand ambassadors Advertising Upselling Sales 65

ClearAction

DECEMBER 14, 2017

Customer Profitability (efforts to increase revenue and profit from customers). Customer relationship management (CRM) — use of a database of customer transactions and facts that enable customized communications (1-to-1 marketing), upselling, cross-selling, and data-mining.

Customer Care 66

Customer Care CRM Customer Experience Customer advocacy 66

Totango

OCTOBER 20, 2020

Anticipating which customers are viable candidates for upsell/cross-sell opportunities. Tracking the progress of customer satisfaction to judge the success of proactive measures. Customer Effort Score (CES). 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

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. Customer satisfaction and feedback surveys. Upsell purchases. Examples include: Search engine queries and ads.

SaaS 113

SaaS Journey mapping B2B Feedback 113

Customer Service Life

APRIL 27, 2018

Chattermill is a system that allows you to pull customer feedback from NPS (Net Promoter Score), CSAT (Customer Satisfaction), and CES (Customer Effort Score) surveys into one place. Here are four tools we’ve been impressed with that span a few different genres that you might find interesting. Chattermill.

Contact Center 68

Contact Center Upselling CRM Feedback 68

Pointillist

JULY 25, 2018

The questions below will help you define the scope of your customer journey analytics project: Will the project be confined to a single team, such as customer experience or marketing, or will other business functions use the platform? Is your organization already aware of specific pain points and friction in your customers’ journeys?

Analytics 93

Analytics Government Metrics APIs 93

ChurnZero

JANUARY 6, 2022

Customer Satisfaction Score (CSAT) / Customer Effort Score (CES). Customer Churn Rate. Customer Feedback. Customer Lifetime Value (CLV). Revenue Forecasting (Renewals, Expansion, Upsells, etc.). Renewal Rate. Product Usage. Health Scores. Gross Revenue Retention (GRR).

Metrics 98

Metrics Journey mapping SaaS Sales 98

ClearAction

DECEMBER 14, 2017

Customer Profitability (efforts to increase revenue and profit from customers). Customer relationship management (CRM) — use of a database of customer transactions and facts that enable customized communications (1-to-1 marketing), upselling, cross-selling, and data-mining.

Customer Care 59

Customer Care CRM Customer Experience Customer advocacy 59

Fonolo

MARCH 28, 2023

Monitoring customer satisfaction levels: A customer experience manager will evaluate feedback and monitor trends. They’ll also track contact center metrics like net promoter score, customer satisfaction score , and customer effort score to understand customers’ needs and identify ways to improve CX.

Customer Experience 81

Customer Experience Management Contact Center Call Center 81

Amity

APRIL 3, 2017

Measure time to onboard, create milestones for your customer and measure the success in hitting those milestones. 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.

Upselling 70

Upselling Metrics Feedback Accountability 70

Upstream Works

SEPTEMBER 24, 2019

They could greet them not just by name but with a complete understanding of their journey, their preferences, and their purchase history – and choose to send them to an agent that can provide exactly what that particular customer needs, potentially before they even know that they need it.

Upselling 60

Upselling Contact Center Customer effort Surveys 60

ClientSuccess

FEBRUARY 8, 2023

Logo retention rat e: the opposite metric from logo churn rate, this number measures the percentage of customers that renew or retain their business with your organization in a given timeframe. Product adoption : this metric tracks how many users at a specific customer are using the product or service.

Metrics 75

Metrics Upselling B2B SaaS 75

Kayako

APRIL 1, 2022

Personalize responses so that the customer feels confident even while interacting with automated support. Automations should increase efficiency, reduce customer effort and increase team transparency. Use automation to support human agents, not replace live help with frustrating bot loops.

Sales 90

Sales Upselling Personalization Chatbots 90

Tethr

JULY 16, 2020

Tethr’s latest scoring algorithm, the Agent Impact Score (AIS) isolates the agent’s impact on perceived customer effort, with potentially damaging effects on customer loyalty. Customers care a lot about how issues are resolved. And now we have a way of isolating this relative contribution toward perceived customer effort.

Coaching 68

Coaching Customer effort Customer Care Upselling 68

Tethr

JULY 21, 2020

Based on the Tethr Effort Index, AIS is a machine learning-based score that isolates the specific variables attributable to an agent within an interaction with a customer. With AIS, every customer interaction – 100 percent of them – receives a separate, objective score with no bias. Driving agent behaviors using AIS.

Coaching 69

Coaching Construction Upselling Scripts 69

CSM Magazine

JULY 2, 2024

While improved customer experience is often seen as intangible, there are concrete benefits to be reaped from personalisation: • Increased brand loyalty through reduced customer effort • Higher conversion rates thanks to tailored experiences • Improved customer retention by leveraging in-depth knowledge • Better CSAT, NPS, and Customer Effort Scores (..)

Big data 52

Big data Upselling Banking Customer effort 52

GetFeedback

MAY 9, 2019

There is an array of metrics to choose from, but three that you will see come up time and time again are Net Promoter Score (NPS) , Customer Effort Score (CES) , and Customer Satisfaction Score (CSAT). You can reduce costs by acquiring new customers through referrals and serving existing ones. .

Customer Experience 134

Customer Experience Metrics Journey mapping Customer centricity 134

Interactions

JULY 9, 2024

An IVA that can tap into your CRM is able to proactively offer intents, recognizing that the customer has a payment due soon or that they have a shipment that’s on its way. Some questions you can ask include: Do customers have a smooth experience when switching service channels (e.g., Are you tracking Customer Effort scores?

CRM 62

CRM Customer centricity Average Handle Time First call resolution 62