Beyond Philosophy

NOVEMBER 10, 2014

We were also able to use this data to predict future membership length based on the quality of experience. Your existing customers are far easier to upsell. And to make the cross sell and upsell case more clear, the majority of customers’ buying decisions are tied to how they feel about the experience.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

ShepHyken

SEPTEMBER 7, 2023

Account management Offer workshops on relationship-building, active listening, and consultative selling for identifying upsell or cross-sell opportunities. Provide guidelines on interpreting data and taking proactive measures before minor issues become churn risks. When looking for a platform, take all of this into consideration.

B2C 349

B2C Customer centricity Feedback Upselling 349

ShepHyken

FEBRUARY 26, 2021

This will improve customer experience and result in better upselling and conversions. It is necessary to have the data to drill down into what customers think and why. Having the right data will help understand customer activity better, improve planning, and make the customer journey more pleasant. Collect customer data.

Marketing 312

Marketing Journey mapping Advertising Upselling 312

ShepHyken

APRIL 30, 2021

According to McKinsey , a travel company built a capability to score every customer’s experience by using location and transactional data and subsequently used machine learning to predict customer satisfaction based on individual experience.

Customer Service 375

Customer Service Chatbots Analytics Upselling 375

Joe Rawlinson

NOVEMBER 3, 2024

Improving Data Accuracy for Customer Profiles Traditional manual data entry is often error-prone. Personalizing Interactions With modern optical character recognition (OCR) technology, businesses can instantly access detailed customer data during interactions. It channels quick data capture into your backend management systems.

Customer Service 78

Customer Service Advertising Upselling Banking 78

Outsource Consultants

FEBRUARY 25, 2025

Gathering Valuable Customer Insights Call centers serve as a rich source of customer data and insights. This data (when properly analyzed) can inform product development, marketing strategies, and overall business decisions. Personalize Every Customer Interaction Personalization stands as a cornerstone for increasing ecommerce sales.

Call Center 67

Call Center Sales outsourcing Technical Support 67

ShepHyken

SEPTEMBER 20, 2019

For example, if sales updates information about a customer contact in a CRM system, that information will be pushed to the support software so both teams have the most relevant data. This is just one way businesses are taking a smarter, data-driven approach to support information to keep customers happy.

B2B 283

B2B Customer Support CRM B2C 283

ChurnZero

MARCH 14, 2025

Will CSMs struggle to maintain a customer-first mindset and spend all their time on upsells, rather than learning about their big picture goals and helping them navigate the path to get there? 4: How will you ensure data-driven decision making for the CS team? 3: How do you maintain role clarity and incentive alignment?

Upselling 52

Upselling Sales Customer retention Consulting 52

ChurnZero

JANUARY 31, 2025

But it doesnt know that this is a healthy customer whom you intend to upsell next quarter. Without those data insights to layer your prompt onto, your AI cant be truly effective, and you end up with fragmented workflows and missed opportunities. Even if youre small, customers will require you to be super-careful with their data.

Upselling 97

Upselling Engineering Enterprise Marketing 97

ShepHyken

JULY 26, 2021

More than just saying, “Thank you,” you can share more product information, get the customer to subscribe to your blog, upsell and cross-sell, ask for reviews, and more. Forbes) From gathering data to speech recognition and message response times, AI can enhance the customer experience in nearly every way when it’s applied correctly.

Customer Service 272

Customer Service Customer retention Contact Center Upselling 272

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

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

Callminer

FEBRUARY 23, 2021

Data custodianship will be taken more seriously. “Your customers are ‘digital natives’ and are becoming more and more concerned with data privacy issues. Also, agents with insight into how customers have interacted with sales teams have increased upsell and cross-selling opportunities.”

Call Center 376

Call Center Technology Banking Contact Center 376

ShepHyken

DECEMBER 12, 2017

Create specific promotions based on the personal preferences of your customers, this not only can create an upsell, but customer loyalty. In this day and age, generic promotions should no longer exist. Make sure you don’t give everyone the same blanket promotions. Bots won’t understand 100% of everything.

Upselling 202

Upselling Personalization Call Center Sales 202

Totango

NOVEMBER 21, 2024

In a world where customer expectations are sky-high and data complexity is ever-increasing, Totango Unison is the game-changer that customer success and post-sales teams have been waiting for. Despite their critical roles, customer success teams face the daunting task of managing vast data from customer interactions.

Chief Customer Officer 62

Chief Customer Officer Enterprise Upselling Sales 62

TeleDirect

DECEMBER 24, 2024

In 2025, businesses will increasingly harness AI to analyze customer data, predict needs, and personalize interactions at scale. Key Drivers: Data Integration: Businesses are consolidating customer data from multiple touchpoints to gain a 360-degree view of the customer.

Customer Service 62

Customer Service Analytics Airlines CRM 62

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

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

TeleDirect

APRIL 7, 2025

Compliance and Security Training Legal and data protection standards are crucial for customer trust and regulatory adherence. Data handling policies Confidentiality agreements Industry-specific regulations (e.g., Increased Sales and Upselling Agents trained in sales techniques are more likely to identify opportunities and close deals.

Call Center 62

Call Center First call resolution Best practices Gamification 62

TechSee

FEBRUARY 19, 2025

Key Benefits Reduced operational costs through AI automation and human-agent augmentation Minimized customer churn by resolving issues quickly and proactively improving self-setup Increased customer satisfaction with faster, easier connectivity solutions Improved sales and upsell opportunities with AI guidance and intuitive, visual explanations of (..)

Consulting 109

Consulting Consulting CRM Enterprise 109

Calabrio

FEBRUARY 14, 2025

Leveraging AI-driven coaching tools like Calabrio Auto Quality Management and e-learning platforms enables personalized, data-driven training that enhances performance while keeping costs under control. This data-driven approach ensures that quality standards are met while keeping expenses in check.

Contact Center 52

Contact Center Average Handle Time Upselling Coaching 52

Totango

JULY 29, 2022

Did you know that 70% of revenue in a subscription-based business comes from existing customer renewals and upsells? In order to ensure renewals and maximize upsell opportunities, it’s important to consistently provide value throughout the entire customer journey. Customer Expansion at its Core .

Upselling 118

Upselling Enterprise Accountability Metrics 118

Totango

OCTOBER 14, 2024

An outcome-first approach is the foundation of a customer-led growth motion, where new logos are seeded with the potential for retention, upsell, and expansion. This data in aggregate also provides valuable insights to marketing and sales alike—marketing can use it for both customer campaigns and new lead campaigns.

Sales 62

Sales Upselling Engineering Enterprise 62

CSM Magazine

MARCH 6, 2025

Shopify offers several tools and integrations to create unique shopping experiences for your buyers: Upsell and Cross-Sell Suggestions With apps like Bold Upsell and Frequently Bought Together, you can recommend products based on what the customer is adding to their cart.

Abandon rate 52

Abandon rate Upselling Construction Feedback 52

ShepHyken

NOVEMBER 15, 2023

They are made on data. But many think data is about volume rather than diversity or quality. They deploy every VoC tool at their disposal only to find that analyzing and actioning huge and diverse data sets is far from easy.

Morale 155

Morale Feedback Upselling Surveys 155

Call Design

JANUARY 21, 2021

While AI won’t replace the human element of your contact centre, it can be used to gather data and information that can help your management team improve daily operations and coach agents on their performance. During these calls, AI can suggest specific products for your agents to upsell to customers. Upgrade Old Technology.

Upselling 167

Upselling Coaching Consulting Consulting 167

ProProfs Blog

DECEMBER 4, 2020

The marketing team can do thorough audience research using tools like Google Analytics and social media analytics to compile data on existing customers and social audience such as: Age. It will help them understand the type of content their competitors are sharing across social channels, along with engagement data. Challenges.

Marketing 147

Marketing Customer Service Upselling Customer Support 147

ShepHyken

NOVEMBER 20, 2017

Learn how it’s driven by machine learning, delivered across channels and powered by in-depth customer data. With the right data, you can create an experience that sets you apart from your competition with a better CX. Stats and facts prove that a personalized experience allows you to upsell, cross-sell and create customer loyalty.

Customer Service 96

Customer Service Personalization Upselling Self service 96

Interactions

APRIL 2, 2025

Upselling, Cross-selling, and Emptying Those Shopping Carts With these same integrations and personalization, retailers can transform contact centers from cost sinks to revenue generators. Interactions offers support in all major languages, and can work with your team to meet regional data residency and other regulatory requirements.

Self service 62

Self service Average Handle Time Upselling Contact Center 62

ShepHyken

FEBRUARY 11, 2022

After auditing your order confirmation sequence and ensuring customers have some peace of mind, you can dive deeper into some post-purchase strategies, such as upselling and cross-selling. . He combines his skills in content marketing, SEO, data analysis, and marketing strategy to meet customers at the right moment in their journey.

Customer Experience 176

Customer Experience Upselling Marketing Personalization 176

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

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

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

TechSee

JUNE 23, 2021

Beyond using the tool to help them ‘see what their customers see,’ they could leverage the collected visual data to take their customer service to the next level. The adoption of remote visual assistance brought many advantages to the organization but also an eye-opening realization.

Self service 168

Self service Enterprise Upselling Technology 168

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

TechSee

FEBRUARY 5, 2019

Rewarding customers for sharing their experiences and transforming them into committed social media brand advocates will serve as effective upsell enablers, offering customers discounts on additional products and services in exchange for brand promotion and C2C lead generation. Episode Management. Power to the People.

Customer Experience 173

Customer Experience B2B Upselling SaaS 173