Callminer

SEPTEMBER 14, 2020

Business analysts are involved in activities such as relationship building, process evaluation, requirements gathering, process improvement, scope definition, requirements documentation, non-technical and technical design, scope management, project support, charting future direction and road mapping. Time spent waiting. Speed of resolution.

Call Center 182

Call Center Analytics First call resolution Metrics 182

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. Provide Superior Support.

B2B 88

B2B SaaS Education Brand ambassadors 88

CSM Magazine

JULY 22, 2021

While good for business, this exponential growth makes it difficult for companies to collect feedback and insights from individual users and fully hone in on their customer experience. Communities furthermore, lower service costs and dramatically affect retention and upsell. High engagement aids brand awareness and market positioning.

Advertising 98

Advertising SaaS B2C Best practices 98

Totango

OCTOBER 6, 2020

To help further your understanding of these important differences, this article will breakdown the customer success vs. customer support dynamic and outline how prioritizing a proactive approach towards client relations can empower you to prevent churn, create value, increase the likelihood of renewal, and encourage upsells/cross-sells.

Customer Support 112

Customer Support Customer advocacy Construction Enterprise 112

Real Blue Sky

NOVEMBER 21, 2023

It’s a well-documented fact that retaining an existing customer is significantly more cost-effective than acquiring a new one. By implementing robust feedback mechanisms, you can gain insights into why customers might be leaving. Is it a product issue, a service mishap, or something more systemic?

Employee engagement 105

Employee engagement outsourcing Upselling Customer retention 105

Amity

JANUARY 20, 2017

To ensure there is accountability on the customer’s part, the agreed upon goals and success criteria should be clearly documented. AMs provide internal feedback on what features and systems will be necessary to support their current customers in the future. Phase IV- Upsells and cross-sells (Day 200 - 230).

Accountability 72

Accountability Management Upselling SaaS 72

Totango

AUGUST 18, 2022

It also promotes higher product usage, increases the likelihood of upselling purchases and encourages customers to become enthusiastic brand advocates. Your checklist serves as a reference document that your customer success team and customers can consult. Having documented onboarding procedures allows you to automate your process.

Journey mapping 99

Journey mapping SaaS Upselling Enterprise 99

Expivia

MAY 9, 2021

Associates should include some sort of call to action , like a cross-sell or upsell, as well as any necessary disclosures before they close the call. Document the Results of Call Quality Monitoring. You can’t occasionally put your “QA” hat on and give one-off feedback to your agents. Create a Scorecard.

Call Center 98

Call Center Education call center association Contact Center 98

Totango

JUNE 24, 2022

At the same time, the distinctive nature of SaaS offers unique advantages for customer success management, including the ability to engage customers digitally, the technological means to automate successful results, and opportunities to leverage customer feedback. Expansion of product usage through upgrade, upsell and cross-sell offers.

Best practices 109

Best practices SaaS Journey mapping B2C 109

ChurnZero

AUGUST 27, 2021

Customer Success Managers (CSMs) are responsible for collecting and analyzing customer feedback, managing customer communications, and setting up self-service resources. To eliminate the need for manual data entry, try integrating your CRM with a software solution that can auto-populate data into your document.

Metrics 98

Metrics Upselling B2B Accountability 98

Mindtouch

JANUARY 5, 2017

I’m talking about marketing assets, sales enablement, training and onboarding material, support and technical documentation, etc. The knowledge and support a customer needs to master using your product or service, leading to renewals, upsells, and ultimately brand-loyal promoters. How many have access or know how to use them?

Upselling 59

Upselling Engineering Sales Analytics 59

Nicereply

JULY 28, 2022

Documenting the relationship with the customer is essential for both the sales team and the customer support team. Take feedback from customer service teams. The feedback that the customer service team received surprised the founders. Identify opportunities to cross-sell and upsell. Promote exchanging of customer data.

Sales 59

Sales Customer Service Upselling Average Handle Time 59

ProProfs Blog

APRIL 17, 2020

This document should consist of two columns. Calculate the total MRR by summing up all of the subscription values in your document. Upsells, cross-sells, and advanced features/plugins/add-ons that they don’t get with their standard subscriptions are only some of these sources. Increase your chances to upsell. .

Metrics 142

Metrics Customer retention SaaS Surveys 142

ClientSuccess

OCTOBER 18, 2022

Modern CSMs are now responsible for the full spectrum of customer conversations, including those trickier ones that may center around strategic initiatives such as renewals, upsells, expansion opportunities, or, in some cases, executive concerns. . Listen to your counterpart’s feedback and input. Hold your ground – to a point.

Best practices 72

Best practices Upselling Coaching Accountability 72

Amity

AUGUST 30, 2018

To ensure there is accountability on the customer’s part, the agreed-upon goals and success criteria should be clearly documented. AMs provide internal feedback on what features and systems will be necessary to support their current customers in the future. Phase IV- Upsells and cross-sells (Day 200 - 230).

Accountability 67

Accountability Management Upselling SaaS 67

NobelBiz

MAY 25, 2023

Increased Revenue Opportunities CDPs can increase revenue opportunities for call centers by providing more accurate and detailed customer profiles, which can help businesses identify new sales and upsell opportunities. Additionally, it’s important to look for documentation that is up-to-date and well-maintained.

call center software 98

call center software Call Center APIs Contact Center 98

CX Journey

DECEMBER 7, 2016

Product didn’t trust the current upsell/cross-sell machinations for the new stuff. We jotted down every known detail on a whiteboard, and then invited folks to review and provide feedback and questions. They’d answer any questions and take action on feedback. Sales wasn’t keen on our communication strategy.

Upselling 64

Upselling Customer centricity Feedback Customer Experience 64

Outsource Consultants

JANUARY 24, 2025

Real-Time Monitoring Tools Real-time monitoring tools allow supervisors to listen in on live calls and provide immediate feedback. For example, if a customer mentions a product, the system can instantly provide the agent with relevant information or upsell opportunities. For example, a U.S.

Best practices 67

Best practices Contact Center Technology Schedule adherence 67

ClientSuccess

OCTOBER 25, 2021

Total percentage of contacts engaging with content, either marketing, educational or upsell related. Some key metrics here include: The successful documentation of partnership objectives. Some metrics to help measure customer sentiment include: CSP sentiment, including direct feedback about the partnership from the CSP.

Metrics 64

Metrics Upselling SaaS Education 64

Totango

AUGUST 14, 2020

Ideally, this long-term partnership will see your customer reach milestones with your help, expand their use of your product, and upsell or cross-sell in other ways. Escalation : Rapid, personalized, and inclusive responses to customer feedback and challenges can actually improve the customer relationship and your product.

Enterprise 80

Enterprise Feedback Upselling Accountability 80

Totango

JULY 8, 2021

With this system, alerts are automatically generated about any customer who requires attention – be it a customer with deteriorating health or an upsell opportunity that is set to renew soon. It can include: Customer Feedback: What anecdotal feedback has been collected by the extended customer team and surveys such as NPS and CSAT?

Upselling 66

Upselling Accountability Customer retention Metrics 66

Global Response

DECEMBER 21, 2022

For call centers that don’t handle outbound sales, a QA process can also be useful for any inbound sales—whether that’s a customer upsell, upgrade, or renewal; a recommendation for a product the customer inquires about; or another type of sales activity. As you build out your process, create documentation around each step of the process.

Call Center 62

Call Center Outbound sales Best practices Feedback 62

Nicereply

JUNE 18, 2020

If you let them go silently into the night, you’re missing out on a big opportunity for clear, unfiltered feedback. By keeping it open-ended they got specific, actionable feedback that they didn’t expect. Embrace Customer Feedback. Customers who take the time to offer feedback are much more likely to be engaged, long term users.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

ChurnZero

JUNE 5, 2020

Do: Create a Feedback Loop. That’s because customer feedback should permeate everything you do. Creating a feedback loop with your customers is one of the most effective ways (if not the most effective way) to improve your onboarding. But like data, what good is feedback if it’s not accessible and applicable?

SaaS 64

SaaS Feedback Best practices Upselling 64

ChurnZero

OCTOBER 12, 2021

By creating a handoff document in their CRM, the CS team ensured the critical pieces of information needed to maintain a successful relationship were captured before the client’s kick-off. They also started a customer review program where they incentivized customers to provide their feedback.

Healthcare 98

Healthcare Accountability Metrics Surveys 98

inSided

OCTOBER 1, 2022

That includes your product release documentation, your LMS system, your support case portal, and your status page—all in one place. For the Cognite hub, that included: New customer welcome pack : what to expect, CS team plan in first 30 days, access to onboarding documents. Integration to support and documentation via federated search.

Upselling 52

Upselling Accountability Sales outsourcing 52

JustCall

FEBRUARY 5, 2020

Also, specific notes, tagging, and pipelines would assist the sales team in upselling and cross-selling. It also aids strategies like upselling. Feedbacks on activities can be shared among all and members can learn from them. Integration with google docs will help you to send documents with just a click. email management.

Education 84

Education CRM Sales Upselling 84

Inbenta

DECEMBER 14, 2021

They can push promotions in a specific timeframe and recommend or upsell insurance plans by making suitable suggestions at exactly the right moment. Support diversification by recommending, cross-selling, or upselling appropriate products. update personal and payment details, and submit documentation. Case study 2: DKV.

Chatbots 52

Chatbots Upselling Average Handle Time Analytics 52

Talkdesk

OCTOBER 18, 2016

They are fielding questions, frustrations and feedback, and they are keeping paying customers happy. Agents can then inform customers of upcoming changes, rally customers to attend an event, or recommend customers use a new product and offer feedback. Agents Aren’t Able to Share Critical Customer Feedback.

Customer Service 40

Customer Service Advertising Upselling Feedback 40

CustomerSuccessBox

MAY 9, 2022

The pros (new customer ARR, upsells) and cons (no new customer ARR, no upsells) should be highlighted on this Customer Success dashboard (downgrades and churn). Customer feedback is the first and most obvious place to seek information on what your consumers think of your product or service. Voice of Customer.

Metrics 52

Metrics Upselling Customer advocacy CRM 52

JustCall

APRIL 4, 2023

Upselling and cross-selling : Unknown to many, inbound call center agents are also responsible for identifying opportunities to upsell and cross-sell products and services to customers, increasing revenue and promoting customer loyalty. This includes key product details, service offerings, pricing, and other relevant information.

Call Center 52

Call Center call center software Upselling Scripts 52

Help Scout

JULY 24, 2018

While both focus on helping customers, the difference between customer service and customer support is that customer support is a specific type of customer service involving other skills such as documentation, product feedback, and technical problem solving. It’s transactional.

Customer Support 40

Customer Support Customer Service Average Handle Time Upselling 40

Education Services Group

OCTOBER 22, 2019

Hopefully, if you do it well, they’ll purchase upsells and cross-sells , and they’ll renew their subscription. The value of customer reviews and testimonials when marketing can’t be overstated, and your CS teams can point to which customers are most likely to give the best feedback in your marketing efforts.

Marketing 49

Marketing Education Upselling Customer advocacy 49

JustCall

MARCH 9, 2023

creating product documentation and associated resources, and so on Over to You There you go—while the difference between customer support and customer service may not seem much at first glance, the two are varying fields with contrasting end goals. What’s the difference between customer service and customer support?

Customer Support 40

Customer Support Customer Service Average Handle Time Metrics 40

ChurnZero

FEBRUARY 29, 2024

You’ll also unlock a goldmine of insights and signals that can predict customer behavior, identify potential churn, and uncover upsell opportunities. With the click of a button, I can summarize the meeting, put it in a Google document, and share it with my other colleagues. These summarization features are key right now.

Brand ambassadors 52

Brand ambassadors Upselling Metrics Feedback 52

CSM Magazine

MARCH 27, 2020

In fact, 52% of people around the globe believe that companies need to take action on feedback provided by their customers according to Microsoft. Writing knowledge base documentation. Providing product feedback. They want to improve the overall customer experience, from product creation to the upsell. Training sessions.

Customer Support 52

Customer Support Self service Upselling Feedback 52