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

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 Feedback Best practices 62

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

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

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

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

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

CCNG

OCTOBER 19, 2022

Temkin, 2017) After a bad experience, 30% of consumers tell the company, 50% tell their friends, and 15% provide feedback online. Forrester, 2016) 63% of CX professionals use customer feedback to prioritize investment in better products, services, and customer experiences. Forrester, 2016) The average email survey response rate is 24%.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

ChurnZero

SEPTEMBER 27, 2024

4: Build a strong feedback loop between your customer success and product teams. Over the past two years, we have implemented some processes and engagement that support good feedback loops to between the two teams. 1: We standardized our collection of product feedback and feature requests.

Best practices 52

Best practices Accountability Sales Feedback 52

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

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 Engineering 98

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 95

Journey mapping SaaS Upselling Enterprise 95

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 65

Upselling Accountability Customer retention Metrics 65

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

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

ProProfs Blog

DECEMBER 16, 2020

Identify upsell and cross-sell opportunities that can be offered during an ongoing conversation. One, you can identify upsell opportunities for your business. To help your chat operators get through the post-holidays chat requests successfully, make sure you have some product training and process documentation in place.

Management 147

Management Chatbots Sales Upselling 147

ChurnZero

DECEMBER 7, 2023

Renewal / Expansion Hero: TruVideo Driving upsells and awareness with engaging in-app content. Within three months of deploying the play, the team had generated the MRR equivalent of 17 new customers through upsells, with around 10% of the customer base adopting the tool.

Accountability 52

Accountability Upselling Sales Marketing 52

Call Experts

APRIL 8, 2024

Unlike examining each interaction in isolation, adopting a Customer Journey perspective means documenting the entire experience from the customer’s point of view. By analyzing customer feedback and pain points, as well as examining customer interactions at each touchpoint, businesses can pinpoint areas in need of repair.

Contact Center 52

Contact Center Customer centricity Call Center Feedback 52

ChurnZero

FEBRUARY 23, 2023

Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. Review the support tickets and product feedback from customers who churned; Ask your sales team why a customer left; and Interview customers who are leaving or have left. That task falls to your Customer Success team.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. Review the support tickets and product feedback from customers who churned; Ask your sales team why a customer left; and Interview customers who are leaving or have left. That task falls to your Customer Success team.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

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 106

Best practices SaaS Journey mapping B2C 106

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

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

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

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

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 Analytics 98

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

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 109

Customer Support Customer advocacy Construction Enterprise 109

NobelBiz

SEPTEMBER 19, 2023

Reduced Upsell and Cross-sell Opportunities: For inbound call centers, every interaction is an opportunity to upsell or cross-sell additional products or services. Reduced Productivity: Dropped calls mean agents might have to spend extra time making follow-up calls or documenting unfinished conversations.

Contact Center 59

Contact Center Abandon rate Call Center Telecommunications 59

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

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

Call Experts

JULY 13, 2023

Unlike examining each interaction in isolation, adopting a Customer Journey perspective means documenting the entire experience from the customer’s point of view. By analyzing customer feedback and pain points, as well as examining customer interactions at each touchpoint, businesses can pinpoint areas in need of repair.

Contact Center 52

Contact Center Customer centricity Call Center Feedback 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

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 78

Enterprise Feedback Upselling Accountability 78

JustCall

DECEMBER 24, 2022

On the other hand, rewarding customer service experiences increase sales volumes, improve customer retention, unlock upselling and cross-selling sales opportunities, and fortify business growth. At the same time, bolster it with well-documented policies that will eliminate any barriers to sales or customer service.

Best practices 52

Best practices Customer Service Customer centricity Self service 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 Upselling Advertising Feedback 40