ShepHyken

JUNE 8, 2023

It’s only when you combine all of these considerations that you’ll be able to provide an exceptional experience. To achieve this, ERP software can unify your customer data and maximize its accessibility across marketing, sales, and customer service teams.

Customer Experience 156

Customer Experience Upselling Accountability Feedback 156

ChurnZero

OCTOBER 16, 2020

Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. There’s also the cross-functional work CSMs excel at such as engaging with Product for feedback and roadmap planning, Support for ticket escalation, and Marketing for customer stories. You need specialists.

Upselling 98

Upselling SaaS Sales Accountability 98

CSM Magazine

MARCH 6, 2025

Leverage Customer Feedback Take advantage of Shopifys many review apps to collect feedback from your customers. Use Customer Data Shopifys analytics tools provide data on shopper behavior, preferences, and purchase history, enabling you to tailor your offerings to match their needs.

Abandon rate 52

Abandon rate Upselling Construction Feedback 52

ShepHyken

NOVEMBER 15, 2023

But the truth is everybody in CX has this colleague – it’s the customer. Earlier this year, CX Network’s Global State research found that 29% of practitioners are not actioning customer feedback at present. They are made on data. But many think data is about volume rather than diversity or quality.

Morale 153

Morale Feedback Upselling Surveys 153

Totango

MAY 5, 2021

It is important that companies collect this valuable voice of customer data , and then use it to best leverage results into effective action. . Generally sent to customers right after onboarding or other key events, this data can be utilized to leverage success by: Helping you perfect your onboarding process. .

Customer Experience 118

Customer Experience Education Customer centricity Metrics 118

TMP Direct

JANUARY 5, 2025

Yet, gathering data is only the first step. By analyzing historical data, businesses can identify touchpoints that frustrate customers, recognize signs of dissatisfaction or churn, and uncover opportunities for upselling or cross-selling. Improving customer experiences begins with understanding the customer journey.

Analytics 52

Analytics Customer Experience Chatbots Upselling 52

ChurnZero

JUNE 15, 2023

Product usage data is one of the best tools customer success managers can use to anticipate customer needs, drive adoption, and increase expansion. With usage data, you can stay one step ahead and get an inside look into your customers’ preferences and potential areas of improvement. What is product usage data?

Accountability 96

Accountability Upselling Analytics Metrics 96

ShepHyken

AUGUST 10, 2018

PCA utilizes historical data from a CRM to guess the likelihood of future events. Predictive analytics can assist in this process by comparing existing loyal customer data to the leads in question. This matter of specialization doesn’t just relate to products but also to product discounts, promotions, upselling, and cross-selling.

Analytics 168

Analytics Upselling Banking CRM 168

Totango

FEBRUARY 12, 2025

Maintain predictable retention metrics while identifying cross-sell or upsell opportunities. Building a health model tailored for complex customer ecosystems An enterprise customer health score goes beyond tracking a single data point. Advanced usage tracking For complex customers, aggregate usage data wont cut it.

Enterprise 62

Enterprise Metrics Accountability Construction 62

Callminer

SEPTEMBER 14, 2020

They serve as a bridge between IT and other business functions, making data-driven recommendations that meet business requirements and improve processes while optimizing costs. Business analysts must own the call tracking systems and actively leverage data to tune the call center policies and procedures. Andrew Tillery. MAPCommInc.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Totango

NOVEMBER 23, 2021

This is because CRM tools are designed to manage customer relationship data, not customer success outcomes. They can store customer contact data, identify sales opportunities, schedule sales appointments, record notes from sales meetings and manage sales teams. You’re Not Collecting Enough Data to Manage Customer Interactions.

Upselling 98

Upselling CRM Revenue potential Feedback 98

NobelBiz

MAY 25, 2023

Are you looking to optimize your call center’s efficiency and streamline your business’s data management process? If so, it’s crucial to find the right call center software vendor that integrates with a customer data platform (CDP). Managing customer data is nothing new.

call center software 98

call center software Call Center APIs Contact Center 98

Totango

AUGUST 11, 2021

AI increases the efficiency of automation by allowing you to monitor customer data and trigger workflows when specific criteria are met. For example, your digital data may indicate that a particular support issue is encountered frequently by customers in the onboarding stage. Use Customer Feedback to Refine Products and Services.

Best practices 118

Best practices Customer Experience Upselling Interactive Voice Response 118

TeleDirect

MARCH 15, 2025

Conducting upselling and cross-selling campaigns to increase revenue. Market Research & Customer Surveys Gathering customer feedback through phone surveys and opinion polls. Market Insights & Business Growth: Collecting customer data helps companies tailor products and services.

Call Center 62

Call Center Telemarketing Technical Support Healthcare 62

Lumoa

AUGUST 8, 2023

By understanding the key insights hidden within your survey data, you can address specific customer concerns, tailor your products and services to meet their needs and stay ahead of the competition. Unlocking the power of VoC feedback is vital to the success of any business. This feedback helps inform how they operate going forward.

Surveys 78

Surveys Feedback Banking Best practices 78

ChurnZero

MARCH 7, 2025

3: Customer marketing: A community helps identify champions, supports upsell/cross-sell opportunities, and provides feedback for your product roadmap. Product insights: can you quantify the volume and value of community feedback on your product? 3: Integrate your community platform and data to maximize value.

SaaS 52

SaaS Gamification B2B Metrics 52

Totango

AUGUST 14, 2020

Audience: When it comes to relaying feedback to internal stakeholders, what tools do you use to collect customer feedback, share it internally, and present it in a clear way? Collect & document feedback . Identify feedback provider and organization. It’s amazing and enables that two-way data exchange.

Accountability 158

Accountability Feedback Sales Upselling 158

Interaction Metrics

JANUARY 7, 2025

The discussion highlighted the synergy between scientific customer feedback and customer journey mapping, likening these two tools to the left foot and right foot of an effective CX strategy. Or, in our words, bad data in, bad insights out. Analyze the current state: Use existing data to understand what you already know.

Journey mapping 62

Journey mapping Consulting Consulting B2B 62

ShepHyken

JULY 1, 2022

Whether it is an overwhelming experience or an unforgettable one, it is instantly highlighted with feedback. . Data-Driven Customer Experience that Offers Personalized Service. Grow revenues & increase sales through upselling & cross-selling . Metaverse in Travel Industry.

Airlines 191

Airlines Upselling Customer Experience Chatbots 191

ShepHyken

JULY 31, 2020

It is a great growth hacking tool for companies with continually evolving standards as it merges CX and customer service to help the customer understand your novel offerings, all the while increasing upselling opportunities and shortening the sales cycle. Exploit AI-Powered Tools to Automate Common Queries.

Customer Experience 216

Customer Experience Customer Service Chatbots Upselling 216

Totango

OCTOBER 20, 2020

It is important that companies collect this valuable voice of customer data , and then use it to best leverage results into effective action. . Generally sent to customers right after onboarding or other key events, this data can be utilized to leverage success by: Helping you perfect your onboarding process. .

Customer Experience 90

Customer Experience Education Customer centricity Metrics 90

ChurnZero

NOVEMBER 26, 2024

These might include providing product feedback or internal collaboration. Key performance indicators (KPIs) / objectives and key results (OKRs) they will be evaluated on, such as adoption, retention, upsell or cross sell, customer success qualified leads. Familiarity with customer success frameworks, metrics, and best practices.

SaaS 52

SaaS Upselling Enterprise industry standards 52

CCNG

OCTOBER 19, 2022

Oracle, 2018) Optimizing customer experience is the most exciting opportunity for 19% of businesses, ahead of data-driven marketing that focuses on individuals (16%) and content marketing (14%). Temkin, 2017) After a bad experience, 30% of consumers tell the company, 50% tell their friends, and 15% provide feedback online.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Totango

APRIL 5, 2022

NPS software is the technology that facilitates the collection and practical application of Net Promoter Score data. For example, Totango’s SuccessPlay feature allows you to create automated workflows to follow up on NPS surveys, such as sending an upsell offer or referral invitation to customers who respond with a 9 or 10.

Upselling 108

Upselling Surveys Analytics Customer retention 108

Totango

APRIL 2, 2019

Gather feedback. This is also a good time to add upsells to accounts that have high customer health scores. Health scores indicate which customers may be receptive to cross-sell or upsell offers and which ones might require extra attention from your success team. Gather Feedback. Or, your data may reveal patterns.

Journey mapping 110

Journey mapping Upselling Accountability Feedback 110

Callminer

JUNE 3, 2019

Let’s run through some of the triggers that send employees running in the other direction and how managers can help stop the cycle: Poor feedback is stunting agent growth. This holds especially true for call center agents who interact with thousands of customers per month, but only receive feedback on < 5% of these conversations.

Best practices 140

Best practices Average Handle Time Coaching Analytics 140

TeleDirect

APRIL 7, 2021

Here are five proven ways to boost customer lifetime value: Offer high-value upsells. From premium subscriptions to additional services – using our lawncare service example, perhaps snow removal “upsell” in the winter – there are always opportunities to keep your clients satisfied. Gather feedback – and use it wisely.

Upselling 99

Upselling Business Process Outsourcing Call Center call center solutions 99

ChurnZero

MARCH 24, 2025

Using a CRM to manage your customer success workflows means that: The data is static and subjective, without any option to auto-update fields. If you dont have unified customer data, and a proper way to analyze and automate from it, then how can you expect to understand your customers experience and anticipate their needs?

Technology 52

Technology CRM Engineering Finance 52

ChurnZero

DECEMBER 17, 2021

In the SaaS industry, Customer Success upsell and cross-sell opportunities are commonly incorporated into expansion management. Don’t nudge customers toward a cross-sell or upsell when they’ve only just finished their onboarding process. It can also be helpful to keep an eye on the data. Always Listen to Feedback.

Management 98

Management Upselling SaaS Education 98

Nicereply

OCTOBER 11, 2024

How to measure customer satisfaction Measure customer satisfaction by analyzing results from surveys , feedback forms, reviews, and brand mentions. Look for recurring comments or trends in the feedback. To uncover pain points by target market, segment your data. PS: Need help collecting valuable customer feedback?

Customer retention 52

Customer retention Surveys Feedback Education 52

Totango

NOVEMBER 25, 2020

Customer 360 enables a complete look into the health of all your customers by aggregating important data into one central location. Customer 360 creates a holistic view of client health by pulling from a variety of data sources. Amongst these different data sources, Customer 360 accesses: Support tickets . Financial data.

CRM 112

CRM Upselling Metrics Accountability 112

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. upselling to the most loyal customers) Process changes (e.g.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Lumoa

JANUARY 31, 2023

Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing, and acting on customer feedback, you’ll be able to improve customer experience altogether. How to analyze customer feedback in different languages? Voice of the customer: where to start?

Customer Experience 165

Customer Experience Customer centricity Metrics Feedback 165

OctopusTech

JULY 21, 2023

In this data-driven era, customer data management is highly important than anything else for companies and they are constantly gathering a huge amount of customer information and details. Data of customers act as a lifeline for any business. A data-driven customer experience is important for the success of any company.

Best practices 62

Best practices Management Upselling Sales 62

Totango

AUGUST 16, 2022

Other types of apps that may support customer retention include software for dunning management, collecting user feedback, tracking customer loyalty and analyzing client behavior. Identifying customers in the market for upsell offers and referral invitations. Customer Feedback: Qualroo. Reminding customers of renewal deadlines.

Customer retention 106

Customer retention Upselling CRM SaaS 106

Totango

JULY 19, 2021

You’ll see how valuable these skills are when your customer success team drives retention, lowers churn, and collects customer feedback. Not only will your customer success team solve customers’ problems, but they will also help customers have a voice within your company by sharing and acting on their feedback. Onboarding.

Upselling 126

Upselling Feedback Customer advocacy Surveys 126

ProProfs Blog

DECEMBER 11, 2020

Gaining better profits by recommending the right products during an upsell opportunity. Capture Customer Feedback Everytime. Once a chat or support ticket comes to an end, you need to send in a CSAT survey to your customers to capture their feedback. Helps you capture data on three-, five- or ten-point survey scale.

Metrics 148

Metrics Abandon rate Surveys Customer effort 148