JivoChat

JUNE 8, 2021

Not sure which is the best upsell app for Shopify? But given that upsell apps can increase revenue by an average of 10-30%. And that it’s 68% more affordable to upsell an existing customer than acquire a new one, you know you can’t afford to miss out any longer. Types of Upsell Apps for Shopify. Bold Upsell.

Upselling 52

Upselling Analytics Sales Personalization 52

ClearAction

NOVEMBER 5, 2017

Customer Experience Vision Silos Dictate Value Lynn Hunsaker. Does your vision for customer experience match your customers’ vision? If yes, then you’re on your way to customer-centricity, and the growth touted by customer experience management. Are they on the same page with you?

Customer Experience 69

Customer Experience Customer centricity Morale Finance 69

ChurnZero

MARCH 24, 2025

Whether this discrepancy points to budget cuts or misaligned strategies, its critical for a CS team to have the right technology for managing customers and building revenue through retention and expansion. 2: Your customers do unexpected things regularly. Meetings or calls with that hard-to-reach customer. Upsell opportunities.

Technology 52

Technology CRM Engineering Finance 52

TechSee

SEPTEMBER 21, 2023

As a Generative AI enterprise platform, Sophie AI is built to secularly observe, learn and interact at scale, helping your agents, engineers and end-customers. In contrast, Sophie AI is trained like today’s human agents and engineers. For example, a chat interaction with a website visitor differs from an email inquiry.

Engineering 109

Engineering Enterprise Chatbots Self service 109

ChurnZero

NOVEMBER 26, 2024

To find out more, view our webinar, Why Titles Matter In Customer Success , with Parul Bhandari, fractional customer experience leader at CustomerXSuccess. Cadence with customers: e.g. monthly, quarterly business reviews (QBRs), executive business reviews (EBRs). 3: Provide an engaging overview.

SaaS 52

SaaS Upselling Enterprise industry standards 52

Totango

AUGUST 23, 2022

Reminding customers to renew subscriptions. Making upsell offers. B2B Customer Journey Touchpoint Mediums. Touchpoints may involve any medium you use to interact with customers, including: Search engine marketing. Customer support events. Customer satisfaction surveys. Upsell offers.

B2B 122

B2B Journey mapping SaaS Upselling 122

ProProfs Blog

SEPTEMBER 28, 2018

Or is it the lack of a medium that helps you keep your customers and site visitors engaged with the brand that ultimately leads to a delightful experience? You lack a medium that helps you provide 24/7, instant customer support that builds a delightful customer experience journey. Tweet this. Definitely not.

B2B 159

B2B Chatbots Upselling Interactive Voice Response 159

Cincom

FEBRUARY 21, 2025

This means longer turnaround times as they repeatedly check with engineering, finance, or management for approvals. This results in lost revenue and missed opportunities to upsell or cross-sell. 4- Frustrated Customers and Lost Deals Customers expect fast, accurate, and transparent quotes.

Sales 40

Sales Gamification Finance Best practices 40

TechSee

APRIL 10, 2018

By turning a potential threat into a secret weapon, BPOs utilize the power of technology as a strategic differentiator, as well as an additional revenue source and growth engine. Customer-Driven Opportunity. Technology sales also generate additional service opportunities, upsells, longer term contracts, etc. –

Call Center 139

Call Center Technology outsourcing Self service 139

Totango

JULY 12, 2022

That illuminated Check Engine light in your car, that slight ache in your tooth when you drink something cold, or that persistent feeling of exhaustion that you just can’t seem to shake. Improve Alignment and Internal Flow of Communication on Customer Data . Confront the Reality of Your Customers’ Health with Totango.

Upselling 106

Upselling Customer centricity Engineering Accountability 106

Totango

APRIL 11, 2019

An illuminated “check engine” light is scary because it doesn’t offer any solution. For many, “check engine” may as well just say “car broken”—and that’s terrifying. This is certainly true of the customer success health scores used to monitor the status of customers.

Metrics 90

Metrics Upselling Accountability Enterprise 90

CustomerSuccessBox

SEPTEMBER 7, 2021

This is why customer success has evolved as a growth engine for software companies. They need to understand their customers in-depth and have an intimate knowledge of their customer’s business objectives. #7 Traditional Customer Success Software works on a traditional rule-based engine to generate early warning signs.

Journey mapping 96

Journey mapping Engineering SaaS Upselling 96

AWS Machine Learning

NOVEMBER 15, 2023

An established financial services firm with over 140 years in business, Principal is a global investment management leader and serves more than 62 million customers around the world. Attention to this key requirement allows Principal to maintain a safe and secure customer experience.

Analytics 117

Analytics Interactive Voice Response Average Handle Time Contact Center 117

Tethr

JUNE 22, 2020

How our customer success team uses the power of conversation intelligence to improve customer experience by listening at scale, turning raw, unstructured voice of customer data into actionable insight so you can transform your business and your customer experience. Although, you won’t need a Ph.D.

Customer Experience 65

Customer Experience Customer effort Interactive Voice Response Coaching 65

Real Blue Sky

NOVEMBER 21, 2023

As we delve into five dynamic strategies for brand growth, we’ll explore how prioritizing customer retention can significantly boost profits. We’ll discuss the art of enhancing customer experiences to keep your customers not just satisfied but delighted and loyal.

Employee engagement 105

Employee engagement outsourcing Upselling Customer retention 105

TeamSupport

DECEMBER 8, 2023

Think about the nature of your customer interactions, and your team's unique needs. Are your agents highly specialized, or do they answer more general customer questions? Do they need to collaborate with engineering and other departments to resolve customer issues?

Customer Support 105

Customer Support Upselling Analytics Customer centricity 105

CSM Magazine

JULY 22, 2021

While good for business, this exponential growth makes it difficult for companies to collect feedback and insights from individual users and fully hone in on their customer experience. Communities furthermore, lower service costs and dramatically affect retention and upsell. They allow companies to “listen at scale”.

Advertising 98

Advertising SaaS B2C Best practices 98

Enghouse Interactive

SEPTEMBER 3, 2021

of the organizations it deemed to be more successful than their industry peers (which are 27% more successful than typical organizations), had integrated UC with their CC solution to deliver better customer experiences (CX). A recent Metrigy* research study found that 62.8% Locally or globally, location is no longer a limitation.

contact center solutions 68

contact center solutions Contact Center Call flow Enterprise 68

ChurnZero

AUGUST 27, 2021

Customer Success (CS) is a core business function, and for some B2B companies, CS is a growth engine. Customer Success Managers (CSMs) are responsible for collecting and analyzing customer feedback, managing customer communications, and setting up self-service resources.

Metrics 98

Metrics Upselling B2B Accountability 98

Mindtouch

OCTOBER 23, 2017

If you’re contacting support, aren’t you already aggravated that you couldn’t find a resolution yourself through your favorite search engine or on the vendor’s website? Companies that own their customer experience are those that succeed and thrive in their markets. Customer Success is Eating Support.

Self service 65

Self service Upselling SaaS Customer Support 65

Cincom

FEBRUARY 14, 2025

Automate Price Calculations and Adjustments Utilize real-time pricing engines within CPQ to dynamically calculate prices based on market trends, cost fluctuations, and competitor benchmarks. Without a structured approach, they risk suboptimal recommendations, longer sales cycles, and missed upsell opportunities.

Best practices 40

Best practices Sales CRM Finance 40

Totango

MARCH 12, 2021

Here we’ll cover an eight-step approach to creating a customer journey map that encompasses all stages of your customers’ experience, including pre-sales and post-sales experiences. Mapping the Modern Customer Journey. Cross-sell and upsell purchases. Conversion rates for cross-sell and upsell offers.

Journey mapping 67

Journey mapping Upselling Metrics Customer retention 67

Cincom

MARCH 6, 2025

Sales teams can instantly adjust configurations, apply competitive pricing strategies, and accelerate deal cycles with automated approvals and intelligent upsell recommendations. This consistency fosters trust, improves the customer experience, and strengthens long-term relationships with buyers. Absolutely.

Automotive 40

Automotive Revenue potential CRM Sales 40

bold360 Blog

JULY 1, 2019

As you design these experiences, you need to be able to share the designs with engineers, marketers, and other stakeholders — in a way they can understand. Keeping the Customer in Focus: “If you think about all the companies that everybody admires, they all start with final customer experience and work the technology backwards.” .

Chatbots 75

Chatbots Upselling outsourcing Customer centricity 75

Totango

DECEMBER 3, 2020

CS professionals now attest that their bonus structures are tied to company performance, renewals, net retention, upsells, and account health. . They are becoming standard because companies are increasingly recognizing how CS technologies can reduce churn and generate revenue by improving the customer experience.

Upselling 65

Upselling Accountability Enterprise Metrics 65

8x8

MAY 15, 2018

According to Gartner’s 2018 CIO Agenda Survey , nearly half of CIOs plan to deploy artificial intelligence to improve customer experience. After graduating from Stanford with a bachelor’s and master’s degree in electrical engineering, I joined 8x8. Can you tell the 8x8 community about yourself and your role at 8x8?

First call resolution 66

First call resolution Enterprise Upselling Analytics 66

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. The integration of AI in Philippine call centers reimagines the entire customer experience.

Call Center 67

Call Center outsourcing Chatbots Analytics 67

Help Scout

JULY 20, 2021

Instead of focusing on the most cost-effective, accessible, or speedy method of supporting a customer, customer-oriented teams and companies are so aligned with customer needs that their customer experience feels effortless and incredible. What about your customer experience and product do they enjoy most?

Sales 145

Sales Feedback Metrics Surveys 145

Lumoa

MARCH 3, 2023

The past few years have witnessed a substantial increase in attention and investment in customer experience (CX) across various industries, including the financial services sector. How does a company remain committed to providing first-rate customer service in an economic downturn? Getting a budget is never an easy task.

Metrics 78

Metrics Upselling Engineering Customer Experience 78

Pointillist

JULY 25, 2018

Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Is your organization already aware of specific pain points and friction in your customers’ journeys? Upsell and Cross-sell Revenue Growth.

Analytics 93

Analytics Government Metrics APIs 93

ChurnZero

MARCH 31, 2023

These teams “relentlessly” lead “customers toward their outcomes, measuring value along the way, and connects them to the success criteria that customers defined early in the relationship.” Further, the customer acquisition costs (CAC) are “a fraction of those for acquiring new business.” A case in point?

Benchmark 98

Benchmark B2B Accountability Consulting 98

Help Scout

MAY 27, 2021

While it’s true that both customer success and account management move your customers through their life cycles, they are focused on distinct aspects of the customer experience, and they have different strategies for supporting and guiding customers. Key components of account management. Knowledge type.

Accountability 66

Accountability Management Upselling Education 66

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. Examples include: Search engine queries and ads. In-app sessions and user experience. Upsell purchases.

SaaS 113

SaaS Journey mapping B2B Upselling 113

CX Journey

OCTOBER 10, 2018

Last week, I once again tackled the topic of the differences between customer experience and customer service. This week, I'm going to see if I can do justice to the differences between customer experience and customer success. So is customer experience. Controversial? Guess what?

Customer Experience 37

Customer Experience B2B B2C Upselling 37

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. Upselling the right way. Check out SaaS upsell strategies.

Upselling 52

Upselling SaaS Customer advocacy Metrics 52

Satrix Solutions

MAY 7, 2020

These often help managers and leaders plan workload, identify top performers, strategically identify upsell opportunities, and get alerted to potential churn risks. Companies need to examine other metrics and patterns to get a clearer picture of what happens prior to a customer leaving their organization. Customer Churn Warning Signs.

Metrics 78

Metrics Upselling Surveys Engineering 78

JivoChat

APRIL 16, 2023

Afterward, you move into slightly more complex territory - optimizing your website for search engine optimization (SEO), launching email campaigns, and using mobile applications to provide customers with a seamless shopping experience. Who would want to have a bad customer experience? “Think Different.”

Analytics 82

Analytics Engineering Advertising Sales 82