ChurnZero

NOVEMBER 26, 2024

For your customer success job description’s primary and secondary requirements, consider including: The main duties and what is expected of the person in this role. Monitor account health, identify upsell opportunities, and collaborate with cross-functional teams to deliver exceptional customer experiences.

SaaS 52

SaaS Upselling Enterprise industry standards 52

Monet Software

JULY 31, 2019

Some agents are better at dealing with returns, for instance, or explaining how a product works, or leveraging an upsell opportunity. But there is another benefit to speech analytics that can also improve customer engagements, and that is to match calls to agents based on personality. Watch an online demo. Want to learn more?

Analytics 48

Analytics Personalization Upselling Contact Center 48

ProProfs Blog

AUGUST 14, 2020

Monitor Visitors & Personalize Conversations. Having insights into how customers initiated their journey with your brand is a great starting point to personalize conversations. Book a Demo. Ask your operators to schedule a demo of the product or service when having a conversation with the customer.

B2B 174

B2B Analytics Education B2C 174

TechSee

MARCH 21, 2024

This packaged solution ensures a high self-installation success rate, reduces contact center call volumes and technician dispatches, and significantly enhances the customer experience by providing real-time, personalized support. Accelerated activation improves cash flow and creates opportunities to upsell additional services.

Self service 124

Self service APIs Upselling Contact Center 124

Totango

FEBRUARY 7, 2019

Know your customer, personalize your communications, and proactively work toward a mutual journey of growth, and you’ll find your retention process becomes as reliable as a well-worn marriage. Personalize your messaging. Automate renewals and upsells. Personalize Your Messaging. Automate Renewals and Upsells.

Best practices 82

Best practices SaaS Customer retention Upselling 82

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. Success is responsible for the retention and upsells. What a fantastic model! Emily: Sales is responsible for new business.

Sales 111

Sales Customer Experience Upselling Self service 111

Hodusoft

APRIL 24, 2025

Lack of Personalization Customers expect tailored services based on their needs and past interactions. The insurance companies that don’t have integrated CRM systems, struggle to provide personalized service. The lack of personalized service opens the door for competitors. Customers often compare policies online.

Contact center software 52

Contact center software Customer retention Contact Center call center software 52

Totango

JULY 23, 2019

This shift means there is far more value to be generated after the sale through repeated renewals, as well as possible upsells and cross-sells. Through repeatable, personalized actions, the enterprise nurtures customer growth in anticipation of continued renewal and upsell, like a farmer nurturing an orchard of trees to repeatedly bear fruit.

Upselling 92

Upselling Customer centricity Enterprise Education 92

Amity

DECEMBER 12, 2016

While personal branding used to be about owning a business card, today, advocacy allows you to grow your individual brand on social media and get recognized for your commitment to customer success. Personalizing your Touch with Customers. Personalization a.k.a Increasing Upsell Opportunities. Becoming a Thought Leader.

Upselling 84

Upselling Entertainment Education Personalization 84

Integrity Solutions

MARCH 11, 2025

A manager can review sales and pipeline activity with them and recommend ways to increase sales, but since the conversation is tied to a number, not the person, it won’t uncover what’s really going on. Sales rep activity metrics – Calls made, emails sent, LinkedIn messages initiated, meetings scheduled, and demos conducted.

Sales 52

Sales Metrics CRM Coaching 52

TechSee

MARCH 21, 2024

This packaged solution ensures a high self-installation success rate, reduces contact center call volumes and technician dispatches, and significantly enhances the customer experience by providing real-time, personalized support. Accelerated activation improves cash flow and creates opportunities to upsell additional services.

Self service 109

Self service APIs Upselling Contact Center 109

Totango

MAY 3, 2019

Plus, current customers are more likely to make major purchases or upsells. And by anticipating what kinds of assistance customers are going to need, you can offer more personalized service. You can encourage them to participate in community forums, on social platforms or even by holding in-person meet-ups.

Enterprise 83

Enterprise Upselling Advertising Feedback 83

Totango

JUNE 4, 2019

If the lifeblood phases of upsell, cross-sell, and renewal are outcomes based on customer experience , then direct customer testimony of that experience is invaluable. After all, the challenge of VoC is to balance a high-volume of information with a personalized response. However, automation should always come with a personal touch.

Upselling 83

Upselling Feedback Enterprise Surveys 83

TechSee

JANUARY 4, 2022

Simplifies warranty registration and quickly captures customer information for upselling opportunities and long-tail sales. product or service demos , and. We attended seven events this year, five of which were in-person! Guides customers through unboxing and setup of consumer electronic devices. document signing.

Self service 109

Self service Upselling Enterprise Big data 109

Totango

FEBRUARY 5, 2019

The digital transformation of business has empowered customers to expect responsive, personalized service from SaaS providers. Personalizing the renewal process. With constant customer engagement and data monitoring, though, you can use change as an agent for personalizing your messaging and upselling your service.

SaaS 76

SaaS Upselling Customer retention Benchmark 76

Totango

JULY 16, 2019

The digital transformation of business has created a customer-centered economy where customers seek short-term commitments and value choice, flexibility, and personalized service. By sharing customer data across functions and teams, you can ensure that every engagement is informed and personalized. Track the Right Metrics.

Upselling 69

Upselling Enterprise Metrics SaaS 69

Totango

APRIL 9, 2019

Retaining customers is far less expensive than the cost of acquiring new ones and can bring growth in the form of upsells from current customers. Finally, personalize your communications based on the customer’s buying history and preferences at every stage of the relationship. How to Improve Your Customer Retention Rate.

Customer retention 76

Customer retention Upselling Enterprise Metrics 76

ClientSuccess

SEPTEMBER 3, 2020

Base only compensation plans do little to align CSMs to company objectives and also provide no additional incentives (other than personal pride and work ethic) to achieve or overachieve the expected performance standards. In my opinion, a CSM compensation plan that is 100% base salary is a mistake.

Management 111

Management Upselling Sales Accountability 111

ProProfs Blog

DECEMBER 16, 2020

Identify upsell and cross-sell opportunities that can be offered during an ongoing conversation. Create & Add Personalized Chat Greetings. You can also handle live chat support during the holiday season by creating and adding personalized chat greetings on your website. The use of such a feature leaves you with two outcomes.

Management 147

Management Chatbots Sales Upselling 147

Totango

APRIL 11, 2019

It is a powerful tool for capitalizing on potential upsell opportunities and preventing customer churn. Combining such metrics across an account performance leaves you with the following display: Doing Well: The customer rates well against health indicators and you should consider value-add engagements such as upselling.

Metrics 90

Metrics Upselling Accountability Enterprise 90

Totango

MAY 14, 2019

Be as specific as possible; remember, the goal here is to provide personalized service. Customers who are “highly satisfied” are more likely to renew, upsell, or even spread positive feedback about your brand on social media or via word of mouth. Request a demo or explore Spark to start making the most of customer success KPIs.

Metrics 97

Metrics Advertising Surveys Upselling 97

Totango

JANUARY 9, 2020

Being mindful of your customers’ goals will help you identify upsell opportunities that offer them additional value. . That’s the ideal way to approach upsells: only pursue an upsell or cross-sell if it will genuinely benefit the customer. Or, request a demo to try using Spark yourself. To learn more, explore Spark.

Upselling 66

Upselling Best practices Accountability Personalization 66

Totango

JULY 25, 2019

Customer success specialists should also nurture the relationship without hammering home cross-sells or upsells. In fact, you should only encourage an upsell if you know it will truly be valuable for that particular customer. That means interacting with each customer as a valued person with common business goals.

Sales 80

Sales Upselling Customer centricity Best practices 80

Totango

JUNE 6, 2019

If a customer’s health score is high, they may be ready to renew early or may be a candidate for upsell and cross-sell opportunities. If it shows their usage figures are falling, send a personalized message asking if something is wrong. Request a demo or explore Spark to learn how we can help you optimize your renewal process.

Enterprise 95

Enterprise Upselling Accountability Best practices 95

Totango

JUNE 25, 2019

Personal: Behavioral data and demographics. It’s a customer-driven market that empowers short-term thinking and an expectation of personalized service. The bulk of customer revenue is now gathered through repeated renewals and upsells rather than at the point of sale. Voice of Customer: Survey responses and satisfaction scores.

Upselling 69

Upselling Enterprise Metrics SaaS 69

Totango

JANUARY 30, 2020

Access to accurate information helps every team member provide personalized, intelligent engagements and ensures the customer never needs to repeat themselves. . These capabilities help to optimize customer engagements and sales events, empowering both customer success and account management to personalize their customer interactions.

Accountability 71

Accountability Management Upselling Enterprise 71

Totango

SEPTEMBER 13, 2022

In this way, you can develop multiple playbooks deployed based on what an individual customer is doing, leveraging data segmentation to deliver personalized success outcomes to your clients. Expansion of product usage through upsells. What Is the Difference between Customer Success and Customer Service? Onboarding.

SaaS 93

SaaS Upselling Best practices Customer retention 93

Totango

FEBRUARY 28, 2019

This phase leads you into the renewal and upsell process. Renewal/Upsell. Maintaining this information in a centralized customer success platform lets you quickly visualize a customer’s current engagement and personalize your interventions. Here’s the breakdown: Onboarding. Image courtesy of Mateja Sekulic.

Metrics 83

Metrics Upselling Accountability Enterprise 83

Totango

JANUARY 4, 2019

Customer expectations and demands on enterprises have never been so high, or so personal—especially for SaaS companies who are at the forefront of both the modern wave of technology and the new customer-centricity business model. Now more than ever, winbacks, upsells, renewals, referrals, and feedback cannot be passive items on a checklist.

Customer centricity 79

Customer centricity SaaS Marketing Enterprise 79

Hodusoft

SEPTEMBER 4, 2024

Personalized Customer Experience In the retail and e-commerce sector, a majority of customers expect a personalized customer experience. As per Zendesk, more than three-quarters of respondents said they expect personalization. Send Personalized Messages and Notifications This is the sure-shot way to improve e-commerce sales.

call center solutions 52

call center solutions Call Center Sales call center software 52

Totango

JANUARY 30, 2020

Access to accurate information helps every team member provide personalized, intelligent engagements and ensures the customer never needs to repeat themselves. . These capabilities help to optimize customer engagements and sales events, empowering both customer success and account management to personalize their customer interactions.

Accountability 63

Accountability Management Upselling Enterprise 63

Totango

FEBRUARY 4, 2020

Never try to force or coerce customers into upsells. You don’t need to push all ofyour customers into an upsell. You can set parameters to identify those that make a good fit for an upsell w/ the right technology. Craft personalized campaigns. Nothing beats a personal touch. Spot red flags earlier.

Customer centricity 62

Customer centricity Best practices Upselling Enterprise 62

Totango

JULY 23, 2019

This shift means there is far more value to be generated after the sale through repeated renewals, as well as possible upsells and cross-sells. Through repeatable, personalized actions, the enterprise nurtures customer growth in anticipation of continued renewal and upsell, like a farmer nurturing an orchard of trees to repeatedly bear fruit.

Upselling 63

Upselling Customer centricity Enterprise Education 63

Totango

OCTOBER 1, 2019

For example, your customer needs to onboard two new employees while simultaneously working through an upsell with your sales team. This information can be used to personalize and constantly improve the onboarding process. Once that renewal campaign begins, it needs to be personalized to the customer and their unique journey.

Enterprise 81

Enterprise Metrics Benchmark Upselling 81

Totango

JUNE 20, 2019

This should be a time of growth and ROI, even as the years progress and the customer journey winds on through upsells and renewals. Use customer feedback and a customer success platform to uncover the cause of the problem and reinvigorate your customer’s product interest through proactive, personalized messaging.

Metrics 88

Metrics Upselling Feedback Accountability 88

Totango

AUGUST 27, 2019

Nurture your current clients, analyze their habits, and personalize their experience so they will stay by your side. On the other end of the spectrum, you can offer lower-tier customers upsells to grow their CLV. Rather, you need to provide context, personalized engagements, and always look to provide value.

Upselling 61

Upselling Education Best practices Customer centricity 61

Totango

JANUARY 31, 2019

The personalization of subscription services means customers expect an individual experience from every product they engage in or they will simply move to a competitor. It lets you monitor customer uptake percentage against the capacity and gather evidence for customer interaction or upselling opportunities.

SaaS 79

SaaS Metrics Accountability Education 79