Totango

MAY 14, 2019

Or you can send out a survey. By drilling down into your customer satisfaction surveys, you can gain detailed information. Take the number of respondents who described themselves as “highly satisfied” and divide it by the total number of survey respondents. If they were unhappy, they would not buy the product a second time.

Metrics 97

Metrics Surveys Advertising Upselling 97

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

FEBRUARY 7, 2019

Automate renewals and upsells. From helpdesk tickets to survey responses and account management engagement, you can organize and access information on any customer or segment within an actionable amount of time. Automate Renewals and Upsells. This video on automated renewals and upsells demonstrates how to approach the issue.

Best practices 82

Best practices SaaS Customer retention Upselling 82

GetFeedback

JUNE 13, 2019

Increase data quality, reduce clicks, and drive key business processes with CRM embedded surveys. By replacing open text forms with structured surveys, businesses can guide employees through a standardized input process and remove factors that may cause errors. In other words, what you put in is what you get out.

Surveys 68

Surveys Upselling Consulting Consulting 68

delighted

FEBRUARY 22, 2019

In this post, we’ll walk you through 7 customer survey types that can be leveraged to contextualize your customer feedback and dramatically improve your CX program. Some of the most important CX data comes from surveys. Customer surveys, by contrast, are used by companies to ask targeted questions to existing customers.

Surveys 57

Surveys Customer effort Feedback Benchmark 57

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. You can also do an audit of churned customers by offering exit surveys and looking for other similarities between those who have churned in order to better retain future customers.

Customer retention 76

Customer retention Upselling Enterprise Metrics 76

Integrity Solutions

MARCH 11, 2025

Last year, Salesforce reported 67% of sales reps surveyed didn’t expect to meet their quota, and 84% missed it the previous year. Upsell and cross-sell rates – the percentage of existing customers who purchase additional products/services or purchase for more of their locations.

Sales 52

Sales Metrics CRM Coaching 52

Totango

APRIL 5, 2019

This could mean giving more attention to accounts that are in danger of churning or it could mean finding opportunities for upsells based on high usage rates. Gross upsell. Alternatively, you could monitor the rate and duration of customer escalations , track survey responses over time, or assess usage across account-type segmentation.

Metrics 77

Metrics Upselling Accountability Enterprise 77

Totango

APRIL 18, 2019

Feedback surveys are invaluable for collecting this type of information. Customer data takes forms such as satisfaction scores, help desk tickets, survey responses, contracts, demographic data and records of every customer interaction. Study the customer experience and learn what customers want from your product and brand.

Upselling 78

Upselling Customer centricity Surveys Education 78

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. Post-chat survey feedback. With post-chat survey feedback , you can understand customer mindset and what factors lead them to switch from your brand.

Surveys 148

Surveys Benchmark Feedback Sales 148

Totango

SEPTEMBER 20, 2022

Offering customized upsells geared toward customer needs and product usage patterns. Higher retention creates more opportunities for upsells and referrals, increasing revenue. Likewise, better customer outcomes promote more sales from customer renewals, upsells, and referrals. The post What is Customer Enablement?

B2B 88

B2B SaaS Education Brand ambassadors 88

Totango

JULY 16, 2019

Instead of capturing the bulk of customer value at the initial sale, digital companies now rely on an ongoing process of renewal and upsell that can potentially continue for years. Voice of Customer: Survey responses and satisfaction scores. Request a demo or explore Spark to learn how to build better customer relationships today.

Upselling 69

Upselling Enterprise Metrics SaaS 69

Totango

SEPTEMBER 13, 2022

Expansion of product usage through upsells. In that case, this might trigger a customer retention workflow to reach out and take corrective action, while a customer with a high satisfaction score might trigger an upsell offer. Your customer success playbooks should be keyed to the stages of your customer journey. Onboarding.

SaaS 93

SaaS Upselling Best practices Customer retention 93

Totango

JUNE 25, 2019

Voice of Customer: Survey responses and satisfaction scores. The bulk of customer revenue is now gathered through repeated renewals and upsells rather than at the point of sale. Unlike renewals, upsell opportunities are not tied to a specific timeframe. Request a demo or explore Spark to better understand your customers.

Upselling 69

Upselling Enterprise Metrics SaaS 69

Totango

JANUARY 4, 2019

Now more than ever, winbacks, upsells, renewals, referrals, and feedback cannot be passive items on a checklist. Automated communications, sending surveys, hosting webinars, and communicating through your website are all valuable avenues into your customers’ thoughts—and frustrations. 3 Let Your Customers Speak for You.

Customer centricity 79

Customer centricity SaaS Marketing Enterprise 79

Totango

JUNE 20, 2019

Initiate simple questionnaires and comment surveys, including Net Promoter Score data. This should be a time of growth and ROI, even as the years progress and the customer journey winds on through upsells and renewals. Request a demo to explore Spark and start boosting adoption rates.

Metrics 88

Metrics Upselling Feedback Accountability 88

Customer Service Life

APRIL 27, 2018

While it’s fun fun to see what’s new, it can be a challenge to find the time in our busy schedules to attend a lot of demos. Chattermill is a system that allows you to pull customer feedback from NPS (Net Promoter Score), CSAT (Customer Satisfaction), and CES (Customer Effort Score) surveys into one place. Chattermill.

Contact Center 68

Contact Center Upselling CRM Feedback 68

Monet Software

OCTOBER 4, 2018

Because surveys show that just one out of five contact centers have already done so. You’ll hear how agents are better able to recognize upsell and cross-sell opportunities, so sales go up. You can find more information here , or schedule a live demo to see Monet Analytics in action. Then maybe it’s not worth it!”

Analytics 54

Analytics Upselling Government Contact Center 54

Playvox

AUGUST 25, 2021

More than just a cost center, modern customer experience organizations are now responsible for support, as well as customer acquisition, retention, cross-selling, and upselling. In a recent Global Human Capital Trends survey, respondents ranked employee well-being in the top three priorities for work transformation.

Management 57

Management Agent burnout Contact Center Coaching 57

Lumoa

MARCH 12, 2023

Another customer reaches out to your sales team to get a demo. Real-time insights into customer preferences and trends makes it easier to identify opportunities for cross-selling, upselling, and personalized promotions. Surveys are Qualtrics’ bread and butter, and there is probably not a logic that Qualtrics surveys cannot manage.

Customer Experience 78

Customer Experience Journey mapping Analytics Consulting 78

Totango

JUNE 27, 2019

Saves Time: Knowing each customer’s customer lifetime value helps you identify where your customer success team’s efforts are most likely to pay off and who would benefit from an upsell. You can do this by implementing customer loyalty programs or connecting with customers through feedback surveys, special offers, or other rewards.

Advertising 79

Advertising Upselling Best practices Feedback 79

Totango

AUGUST 27, 2019

On the other end of the spectrum, you can offer lower-tier customers upsells to grow their CLV. Just be sure you are only offering upsells if the solution would really provide increased value to the customer; don’t push upsells just for the sake of having an upsell. . Listen to Customers.

Upselling 61

Upselling Education Best practices Customer centricity 61

Upstream Works

SEPTEMBER 24, 2019

Other relevant data can come from traditional sources like product transactions, financial records, and customer satisfaction surveys. Increase Agent Success : greater efficiency, upsell opportunities, bigger spend. Contact us for a demo or to learn more about how we help organizations like yours achieve your CX goals.

Upselling 60

Upselling Contact Center Customer effort Surveys 60

ChurnZero

OCTOBER 12, 2021

Additionally, they created WalkThroughs to demo some of the product features that are easier to comprehend but typically go unnoticed, leaving more time to cover critical items during their onboarding trainings. After that, they sent a follow-up survey every six months.

Healthcare 98

Healthcare Accountability Metrics Surveys 98

ClientSuccess

SEPTEMBER 27, 2018

This will ensure that if (or when) there are issues, upsell conversations, or any signs of confusion down the road that you can bring in other voices into the conversation. Gone are the days of phone calls, mailed paper NPS surveys, customer spreadsheets, and post-it notes.

SaaS 74

SaaS Finance Metrics Upselling 74

Totango

JANUARY 17, 2019

Salespeople can become so focused on upselling that they sell the customer a solution that’s too big, has too many features, or costs more than the customer wanted to spend. Instead, it should include actions that put the customer in the driver’s seat, for instance by soliciting feedback via a survey. Image courtesy: VadimGuzhva.

SaaS 74

SaaS Enterprise Customer retention Upselling 74

Hodusoft

SEPTEMBER 4, 2024

As per the findings published in Threat Intelligence.com, more than half of e-commerce companies surveyed (54 percent) said that they had experienced at least one successful cyberattack, data leak, or instance of fraud. By doing so, you can enhance your business’s upselling and cross-selling opportunities. Ask for a Free demo!

call center solutions 52

call center solutions Call Center Sales call center software 52

Monet Software

SEPTEMBER 30, 2018

Because surveys show that just one out of five contact centers have already done so. You’ll hear how agents are better able to recognize upsell and cross-sell opportunities, so sales go up. You can find more information here , or schedule a live demo to see Monet Analytics in action. Then maybe it’s not worth it!” you might say.

Analytics 48

Analytics Upselling Government Contact Center 48

Totango

JANUARY 31, 2019

It lets you monitor customer uptake percentage against the capacity and gather evidence for customer interaction or upselling opportunities. You can never know enough about your customer, and every interaction—from transactional data and the usage metrics outlined above to helpdesk tickets and survey responses—is a potential insight.

SaaS 79

SaaS Metrics Accountability Education 79

Eptica

AUGUST 21, 2019

Mirroring this, 83% of contact centers surveyed by Contact Babel said that they expected chat usage to increase over the next 12 months – the highest growth for any channel. It also allows companies to potentially upsell other relevant products and services during the chat conversation. Focusing on these five areas is key: 1.

Advertising 66

Advertising Best practices Upselling Analytics 66

Totango

MARCH 26, 2021

Steer traffic towards free trial offers, demo pages, and other opportunities for prospects to experience your product without risk. Extend customers cross-sell and upsell offers. Use in-app messages, email and phone surveys to extend cross-sell and upsell offers. Resources: What Makes a Free Trial Work (Or Not) .

SaaS 68

SaaS Best practices Upselling Education 68

Amity

FEBRUARY 24, 2016

For a limited time, we are offering an exclusive Customer Success Hero shirt to anyone who attends a public demo. • The Link Between Customer Success, Retention, and Upsells. Satisfied customers will have a positive impact on your bottom line because creating brand advocates leads to renewals and upsell opportunities.

Upselling 48

Upselling SaaS Best practices Customer retention 48

Totango

JUNE 25, 2019

Voice of Customer: Survey responses and satisfaction scores. The bulk of customer revenue is now gathered through repeated renewals and upsells rather than at the point of sale. Unlike renewals, upsell opportunities are not tied to a specific timeframe. Request a demo or explore Spark to better understand your customers.

Upselling 49

Upselling Enterprise Metrics SaaS 49

Totango

JULY 16, 2019

Instead of capturing the bulk of customer value at the initial sale, digital companies now rely on an ongoing process of renewal and upsell that can potentially continue for years. Voice of Customer: Survey responses and satisfaction scores. Request a demo or explore Spark to learn how to build better customer relationships today.

Upselling 48

Upselling Enterprise Metrics SaaS 48

Totango

JANUARY 8, 2019

If your net revenue churn is positive, however, it cancels out any growth gained from upsells. One easy tool is the satisfaction survey. If a survey is short, customers will spend more time considering and answering each question, which improves the quality of your data. Two Strategies to Get Below the Average Churn Rate.

Enterprise 54

Enterprise Upselling Surveys B2B 54

Totango

JANUARY 24, 2019

You need to adopt a company-wide strategy and prioritize your customer approach based on actual customer data in order to reduce churn and capitalize on upsell opportunities. These points include: Direct feedback via survey and satisfaction scores. Defining Your Customer. There’s a wealth of data at your disposal. Product usage rates.

Upselling 55

Upselling Best practices Accountability SaaS 55

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. Outbound call centers interact with existing customers and potential leads as well as initiate interactions to promote products, gather information, or conduct surveys.

Call Center 52

Call Center call center software Abandon Call Upselling 52