Amity

JANUARY 23, 2017

So in 2017, whether you are a customer success advocate or simply someone who cares about renewing and upselling your customers , adopting this motto is a must. And, the best part is, your company doesn’t have to use a subscription model to attain the success associated with it.

Upselling 85

Upselling Self service Customer retention Accountability 85

Taylor Reach Group

MAY 7, 2019

Upsell or customer retention opportunities? This would involve checking volumes on the pre and post opening periods, checking for any seasonal fluctuations, looking at upcoming automation, self-service or AI initiatives that are likely to reduce live agent contact volumes, etc.

Contact Center 98

Contact Center Consulting Consulting Upselling 98

Cincom

MARCH 6, 2025

E-commerce: Offers transparent, self-service pricing, which must remain competitive yet profitable. Sales teams can bundle services, adjust SLAs, and ensure consistent pricing across contracts, boosting customer retention and revenue predictability.

Automotive 40

Automotive Revenue potential CRM Sales 40

Solvvy

JUNE 17, 2021

Premium Service for Premium Customers. Automation and personalization also serve an important role in retention, sales enablement, and upsell opportunities. High-value customers should receive preferential treatment to maintain customer retention. By engaging Solvvy, Lose It!

Personalization 71

Personalization Customer Experience Chatbots Upselling 71

aircall

DECEMBER 9, 2016

The crucial importance of customer retention. If you’re running an ebusiness, be it for a service or product, you should be focusing on the customer, rather than on your bottom line. Customer retention can affect your bottom line much more drastically and favorably than some would expect.

Customer centricity 81

Customer centricity Customer retention Upselling Customer effort 81

CCNG

OCTOBER 19, 2022

(Adobe, 2022) 75% of marketing & CX practitioners have observed a surge in existing customers using digital channels (Adobe, 2022) 74% of CX professionals say creating a seamless customer journey across assisted and self-service channels is “important” or “very important.”

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Hodusoft

MARCH 5, 2025

Customer Retention Challenges When visitors abandon their carts due to miscommunication, poor CX, lack of trust, or any other major fault from the side of an e-commerce company, they are more likely to go for good. E-commerce companies must keep this in mind and offer plenty of self-service options to visitors and customers.

Abandon rate 52

Abandon rate Contact center software Interactive Voice Response Contact Center 52

ChurnZero

FEBRUARY 23, 2023

There are two primary reasons why: First, you need to retain customers to simply “keep the lights on” so to speak. Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. Further, additional sales with existing customers have a lower customer acquisition cost (CAC).

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

There are two primary reasons why: First, you need to retain customers to simply “keep the lights on” so to speak. Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. Further, additional sales with existing customers have a lower customer acquisition cost (CAC).

Management 52

Management Customer retention Upselling Chief Customer Officer 52

Totango

AUGUST 18, 2022

Guiding customers through how to use basic features. Describing where to access self-service and customer support tools. Educating the customer on how your platform can support their business goals. Ensuring a smooth handoff between the Onboarding Team to the Customer Success Team. Completing profiles.

Journey mapping 99

Journey mapping SaaS Upselling Enterprise 99

Hodusoft

AUGUST 8, 2024

In outbound call centers, agents initiate contact (through calls or messages) with customers or prospects for sales, marketing, surveys, or feedback purposes. 2 Purpose The purpose of inbound call centers is to resolve customer issues, provide support, and handle service requests.

Call Center 52

Call Center call center software Abandon Call Upselling 52

ProProfs Blog

DECEMBER 11, 2020

However, the intent of measuring customer satisfaction isn’t limited to managing it. There are other reasons why companies feel encouraged to use metrics to measure customer satisfaction, one of them being the ability to increase customer retention and loyalty. These can also help you in: Preventing customer churn.

Metrics 148

Metrics Abandon rate Surveys Customer effort 148

SmartAction

DECEMBER 8, 2023

This personal touch led to increased customer loyalty, higher conversions, and improved lifetime value leading to a 40% increase in customer retention rates. Harnessing the Power of Data for Strategic Decisions The final piece of Alex’s strategy was utilizing the data and insights provided by conversational AI.

Virtual Agent 81

Virtual Agent Contact Center Upselling Interactive Voice Response 81

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 Upselling 113

Pointillist

MARCH 20, 2019

An analysis of this index showed that the biggest companies in certain industries can earn up to hundreds of millions of dollars in incremental revenue for every one point of increase in Forrester’s Customer Experience Index (CX Index ). Use your key customer satisfaction metric (NPS, CSAT or another) for this calculation.

Customer Experience 59

Customer Experience Banking Metrics Analytics 59

Noble Systems

OCTOBER 17, 2019

All of this data is then available to contact center agents and others throughout the company so that customers’ questions and issues can be addressed more expeditiously. Some of the benefits of omnichannel include, improving: Customer satisfaction/experience. Customer service. Customer retention.

Self service 57

Self service Gamification Contact Center Interactive Voice Response 57

ProProfs Blog

DECEMBER 21, 2020

Stable customer base results in higher referrals, improved upsell revenue and increased lifetime value (LTV) which further results in improved customer acquisition in future. Needless to say, customer retention is the core value for the growth of any business. Catch Customers Before They Churn.

Surveys 148

Surveys Benchmark Feedback Sales 148

inmoment

JULY 4, 2020

To make the most of these initiatives and to measure just how effective brands’ experience improvement efforts truly are, companies should always view improvement monetization through the paradigm of four economic pillars: customer acquisition, customer retention, cross-sell/upsell opportunities, and lowering cost to serve.

Customer Experience 40

Customer Experience Upselling Customer retention Metrics 40

Hodusoft

OCTOBER 19, 2022

It either offers a call-back option or directs the callers to self-service options to serve them during after-office hours. Customers gain the convenience to clarify their doubts about complex financial services/products at their preferred time. Read Also: How can insurance companies improve customer service?

Contact center software 52

Contact center software Contact Center Finance Abandon rate 52

Global Response

JULY 3, 2023

But customer relationships are essential to your business. Good customer relationships can: increase customer retention and decrease churn grow Customer Lifetime Value improve customer loyalty increase average purchase value and frequency improve NPS scores and word-of-mouth referrals reduce CAC and more!

Call Center 62

Call Center outsourcing Customer centricity Upselling 62

delighted

JUNE 1, 2022

The advantage of using the predictive model is identifying your most valuable customers. This figure can also show you which products and services are responsible for the most revenue, which can help you improve your customer retention strategy. It also works the other way, with inactive customers becoming active again.

Customer retention 74

Customer retention Metrics Surveys Upselling 74

Enghouse Interactive

SEPTEMBER 24, 2021

That meant that the major focus within the contact centre was on improving productivity and reducing costs without impacting customer satisfaction. Technologies such as AI, automation and self-service have all helped successfully increase efficiency while improving support for agents to help them deliver faster, better service to customers.

Upselling 53

Upselling Entertainment Feedback Surveys 53

Mindtouch

AUGUST 25, 2016

In the past few years, the idea of customer success has taken off as a way to improve customer retention in a down economy (it’s more expensive to attract a new customer!) and create a better rapport between brands and their customers (because customer support gets a bad rap).

Upselling 48

Upselling Customer retention Sales Customer Support 48

Hodusoft

DECEMBER 16, 2022

This way agents can instantly address customer queries and maintain a better CX. AI can also be integrated into IVR systems to enhance functionality and deliver a better customer experience. It improves the efficiency of customer self-service platforms by delivering transparency.

Call Center 52

Call Center Technology call center software virtual call center 52

TeamSupport

APRIL 26, 2019

Rather, it will provide service teams with an opportunity to foster more one-to-one connections with their customer base. Creating these connections will provide a competitive advantage because they can be leveraged to increase your success rate with renewal and upselling opportunities. Understand the customer.

Customer Service 55

Customer Service B2B B2C Upselling 55

CSM Practice

JANUARY 13, 2021

The reality is that businesses that continually invest in building strong relationships with their clients find it easier to retain customers and boost their bottom line. According to Bain & Company, a 5% increase in customer retention can deliver as much as a 25% to 95% increase in profits. Expansion Manager. Clarify Roles.

SaaS 98

SaaS Customer centricity Accountability Education 98

NICE inContact

OCTOBER 3, 2018

Not only is it hard to develop the numerical assumptions (like increasing customer retention by X%), but sometimes it’s tough to even come up with the categories of benefits. Increasing customer lifetime value. Increasing customer loyalty and retention. Estimating the tangible benefits, not so much.

First call resolution 48

First call resolution Upselling Education Self service 48

Hodusoft

SEPTEMBER 4, 2024

So, the best option is to dial the customer care number and speak with a call center agent. The next best and quickest option is to try the live chat or self-service options on the e-commerce website. It’s not surprising to note that when advertising costs go up, so does the cost of customer acquisition.

call center solutions 52

call center solutions Call Center Sales call center software 52

JustCall

APRIL 5, 2023

When implemented correctly, CSM can: Preserve and increase a company’s revenue Increase customer advocacy Drive profitability as well as growth More importantly, customer success software can seamlessly integrate with your company’s existing CRM/help desk/social media management software to provide an in-depth view of the customer.

Management 52

Management CRM Customer retention Self service 52

OctopusTech

MARCH 28, 2022

Customer success is to ensure that your customers get the maximum amount of satisfaction by using your products. It is to anticipate the challenges and questions of your customers and proactively provide answers and solutions to their problems. A customer success plan is a roadmap that is operated by your customer success team.

Feedback 62

Feedback Surveys Upselling outsourcing 62

Method:CRM

AUGUST 25, 2022

It doesn’t take much to empathize with customers. Even simple things like asking how customers are doing or slowing down when giving complicated instructions help. Increase self-service. People don’t immediately call customer support when they encounter a problem. Offer fast customer service.

CRM 52

CRM Chatbots Self service Customer retention 52

aircall

NOVEMBER 17, 2016

In 2017, customer service trends will continue to drive success. Customer service is the new marketing, don’t you know? Some customer service trends will fall by the wayside, others will be increasingly decisive. Self-service tools empower customers. Provide a hybrid support model.

Customer Service 54

Customer Service Self service Brand ambassadors virtual call center 54

Global Response

FEBRUARY 26, 2024

Quality customer service matters; just look at the numbers: 83% of customers are more loyal to businesses that respond to and resolve their complaints. And by increasing customer retention by a mere 5%, companies raise their profits between 25% and 95%.

Call Center 62

Call Center Customer Service outsourcing CRM 62

CustomerSuccessBox

FEBRUARY 7, 2022

Whether it is to increase retention or find opportunities for upselling or improve the customer health scores, it keeps you proactively ahead. It is the customer support software that responds to customers’ queries as and when they request. For example- chats, calls, emails, self-service, messaging, etc.

Management 52

Management Customer advocacy CRM Upselling 52

Transparent BPO

AUGUST 20, 2019

Worse, some companies are cutting their contact centers altogether, considering them less relevant in this age of digital self-service. But what if you could turn your customer service contact center from cost to profit? In fact, what if it could become one of the largest revenue generators in the entire company?

Contact Center 69

Contact Center outsourcing Surveys Call flow 69

JivoChat

MARCH 15, 2021

Benefits of Omnichannel Customer Service. According to a survey conducted by Aspect Software , businesses that adopt omnichannel strategies achieve 91% greater year-over-year customer retention rates compared to businesses that don’t. Improves customer retention. Increases customer loyalty.

Customer Service 52

Customer Service Multichannel CRM Upselling 52

Mindtouch

APRIL 30, 2018

Grafham builds on this idea in his LinkedIn post Scaling Customer Success : What do you want your customers to be doing with your service? What and how much of your service is a ‘good customer’ who renews/upsells using?

SaaS 48

SaaS Upselling B2B Self service 48