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

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

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

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

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

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 203

Airlines Upselling Customer Experience Chatbots 203

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 95

Upselling CRM Revenue potential Feedback 95

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

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

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 225

Customer Experience Customer Service Chatbots Upselling 225

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 157

Accountability Feedback Sales Upselling 157

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

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 88

Customer Experience Education Customer centricity Metrics 88

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 Analytics Coaching 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

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 108

Journey mapping Upselling Accountability Feedback 108

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 105

Upselling Surveys Analytics Customer retention 105

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

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

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 110

CRM Upselling Metrics Accountability 110

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

MARCH 6, 2020

The feedback your VoC efforts provide are the unique perspective of your own customers, and the actions you take based on that feedback add value to their experience. To make the most of your Voice of Customer (VoC) data you need to know when to request, share, and use feedback in your daily workflows to impress and serve customers.

Best practices 93

Best practices Upselling Feedback Enterprise 93

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

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 125

Upselling Feedback Surveys Customer advocacy 125

Tethr

AUGUST 27, 2020

The customer’s unadulterated perspective is the value VoC programs deliver, with the most worthy ones providing data to guide strategy. Are you curious about how upsells, cross-sells, promotions and campaigns are impacting customer loyalty? AI gives your voice of the customer programs the edge they need to make measurable change.

Enterprise 117

Enterprise Upselling Customer effort Call Center 117

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 103

Customer retention Upselling CRM SaaS 103

Totango

JUNE 4, 2019

According to research by workplace collaboration specialist Atlassian, less than 1 in 5 people believe companies listen to their feedback. Whenever a customer offers feedback, they are giving you an opportunity to make them happy—or at least happier. Quantifying customer behavior gives context to VoC data.

Upselling 80

Upselling Feedback Enterprise Surveys 80

Totango

DECEMBER 29, 2021

This promotes customer satisfaction, benefiting your clients and bringing your business higher retention rates and upsell revenue. This means that successful brands need to align their product experience with what data indicates about customer needs. Use your data to plan new features. One key source of data is support tickets.

Customer centricity 101

Customer centricity SaaS Upselling Metrics 101

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. Using this data, I pitched the creation of a Customer Success Team to our CEO, Ben Congleton. What a fantastic model!

Sales 111

Sales Customer Experience Upselling Self service 111

Balto

JANUARY 14, 2025

From understanding the fundamentals of call center predictive analytics to diving into real-world call center analytics use cases, this comprehensive guide covers everything you need to know about analyzing call center data. Predictive Analytics: Uses historical data to forecast future events like call volumes or customer churn.

Call Center 52

Call Center Analytics Average Handle Time Big data 52

CCNG

JULY 3, 2024

By analyzing and interpreting customer data, CX analytics delivers factual insights that allow companies to personalize their support services – they become better equipped to address customer needs and pain points. This is where CX analytics plays a vital role.

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

Totango

MAY 6, 2022

” The customer health score simplifies data from multiple data points by combining them into a single metric represented by a numeric score. Customer satisfaction : What kind of feedback are customers giving through metrics such as NPS and CSAT survey scores? What does a high or low customer health score indicate?

Best practices 121

Best practices Upselling Metrics Journey mapping 121

Lumoa

FEBRUARY 20, 2018

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

Customer Experience 141

Customer Experience Customer centricity Feedback Metrics 141

ChurnZero

JANUARY 20, 2021

Implementing a system that captures feedback from customers, leads and other prospects. If you’re using a subscription billing platform , this can be used to track your customer usage and purchase patterns on a granular level — important data that can help you better target your business to your customers. This is called upselling.

SaaS 98

SaaS Upselling B2B Metrics 98