Totango

JULY 19, 2021

They must know how to educate customers so that they will receive value from the product quickly. You’ll see how valuable these skills are when your customer success team drives retention, lowers churn, and collects customer feedback. 5: Collect Customer Feedback. Tips for Building a Customer Success Team. Onboarding.

Upselling 126

Upselling Feedback Surveys Customer advocacy 126

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. Educate Customers on How to Succeed.

B2B 88

B2B SaaS Education Brand ambassadors 88

Lumoa

AUGUST 8, 2023

Unlocking the power of VoC feedback is vital to the success of any business. This article offers a comprehensive guide on how to analyze survey results efficiently, covering everything from the basics to advanced techniques, and provides actionable solutions to common challenges in customer feedback analysis faced by businesses today.

Surveys 78

Surveys Feedback Banking Best practices 78

ProProfs Blog

AUGUST 14, 2020

To know what your prospective buyers really think, you need a tool that helps you capture their feedback efficiently. While user feedback can help you understand the current expectations of your customers, live chat reports would offer insights on prospective buyers and how to conduct future conversations with them (in case they return).

B2B 174

B2B Analytics Education Feedback 174

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. For example, higher education was a late adoption vertical, but with the pandemic, they needed to offer remote-friendly services.

Sales 111

Sales Customer Experience Upselling Self service 111

Totango

MAY 5, 2021

By measuring customer experience, companies can easily become more educated about customer behavior and opinions. How easily they can access support/educational materials. Anticipating which customers are viable candidates for upsell/cross-sell opportunities. Gauge the effectiveness of your customer education touchpoints .

Customer Experience 118

Customer Experience Education Customer centricity Metrics 118

Totango

APRIL 8, 2020

With services and products now readily available online through Cloud computing, customers are choosing low-risk, on-demand solutions that spread the value of an agreement across a recurring cycle of renewal and upsell. Onboarding. Escalation. Even the most successful customer relationships encounter obstacles from time to time.

Customer Experience 106

Customer Experience Enterprise Education Accountability 106

Education Services Group

MAY 25, 2018

Unlocking a proverbial holy grail of enhanced product adoption, increased renewals, thriving upsells and product advocacy requires collaboration with other business units, especially Education Services (ES). Know that for a properly educated and trained customer, there is a: 92% product renewal average. Still doubtful?

Education 45

Education Journey mapping outsourcing Upselling 45

Expivia

MAY 9, 2021

You want to educate your associates on all of these. It should all be trained, educated, and roleplayed. 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. Train your reps on the proper opening and greeting. Create a Scorecard.

Call Center 98

Call Center Education call center association Contact Center 98

ChurnZero

MAY 3, 2022

SuccessHACKER is a CS advisory firm with a mission to inspire, educate and empower the people who power the CS economy. Start with: CSM Mastermind: Sharing Customer Feedback Effectively. But wait: there’s more (online education). 1: SuccessHACKER. CSM Mastermind: Handling High-Risk Customers and Preventing Churn.

Journey mapping 98

Journey mapping SaaS Customer centricity Education 98

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. upselling to the most loyal customers) Process changes (e.g.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

ProProfs Blog

MAY 29, 2020

Collect Customer Feedback: Who better than the customer to tell you in their own words of their customer journey. Create customer feedback surveys and send them out to your customers. Create these feedback surveys to understand the nature of your customer’s journeys and how they navigate across various touchpoints.

Advertising 109

Advertising Surveys Journey mapping Feedback 109

ChurnZero

NOVEMBER 22, 2019

There are relatively few conferences for Customer Success professionals and there is a hunger and demand for these gathering events that educate, network and inspire. How to Calculate Your Renewal and Upsell Rate – Learn how to calculate these metrics and apply them to your SaaS business. How are we doing this conference?

Chief Customer Officer 17

Chief Customer Officer Education Upselling SaaS 17

Expivia

MARCH 18, 2021

Educate With a Purpose. When you get a new agent, educate them on the importance of all the skills above. This educates the agent and you at the same time. Upsell/Cross-sell. Give Instant Feedback About Performance. Give them feedback quickly to learn quickly. Verification. Issue handling. Resolution.

Call Center 98

Call Center Customer Service Education Average Handle Time 98

Interactions

JULY 9, 2020

Educate and train your agents. Education and training on your new Conversational AI application are just as essential as good communication. It is always important to get and give feedback in the workplace. This information can also be helpful when the agent is upselling or cross-selling. Let your agents shine.

Education 71

Education Upselling Best practices Contact Center 71

TeamSupport

MAY 11, 2021

86% of people say they’d be more likely to stay loyal to a business that invests in onboarding content that welcomes and educates them after they’ve bought. It’s one way of getting ahead of the risk of a customer churning or capitalize on an upsell or cross-sell opportunity. Get into a cadence of how you are looking at your data.

B2B 98

B2B Upselling Metrics Education 98

Nicereply

JANUARY 11, 2022

There are a lot of ways to help customers proactively, including educational webinars, in-app notifications, knowledge base articles, and more. They are also more receptive to upselling and suggestions. Plus, you can always invite customers to reply to the email to give more feedback. Head of Customer Service”.

Customer Service 98

Customer Service Surveys Feedback Upselling 98

Totango

MAY 21, 2019

They trust your brand and are more likely to spread word-of-mouth advertising or accept an upsell. In order to do this, you need to communicate with your customers, listen to their feedback, and constantly be on the lookout for new ways to provide value. This may mean they need further education or support.

Customer centricity 90

Customer centricity Education Advertising Upselling 90

Totango

OCTOBER 20, 2020

By measuring customer experience, companies can easily become more educated about customer behavior and opinions. How easily they can access support/educational materials. Anticipating which customers are viable candidates for upsell/cross-sell opportunities. Gauge the effectiveness of your customer education touchpoints .

Customer Experience 90

Customer Experience Education Customer centricity Metrics 90

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

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

Fonolo

MARCH 28, 2023

Implementing new technology may also be required. Monitoring customer satisfaction levels: A customer experience manager will evaluate feedback and monitor trends. You’ll also need data analysis, project management, and customer feedback analysis skills. CX matters! Are you all about the customer journey?

Customer Experience 81

Customer Experience Management Contact Center Call Center 81

Totango

JULY 13, 2021

In the future, you may be able to offer them an upsell. Start by implementing a customer feedback program to gather important data and identify unhappy customers. If they are not engaging with certain functionalities, be sure to educate the customer about them. And if a customer does cancel, find out why.

Customer centricity 107

Customer centricity B2C Upselling Enterprise 107

Amity

DECEMBER 12, 2016

Picture this: Company X is trying to promote a software to other businesses via social media by sharing organic articles aimed at educating their audience about their product. Catching customer feedback and pain points early on gives you a chance to prevent problems before they explode or paint your company in a negative light.

Upselling 84

Upselling Entertainment Education Personalization 84

Totango

APRIL 5, 2019

This means constantly nurturing and educating the customer, fitting your business approach to their specific needs. 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. Customer Success Metrics Lead to Action.

Metrics 77

Metrics Upselling Accountability Enterprise 77

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

Amity

SEPTEMBER 25, 2017

Analyzing feedback and ticket trends is a good way to predict where the customer is heading and keep yourself relevant so they don’t outgrow you. Every week, Customer Success attends the Monday morning forecasting meeting with Sales and provides them with the feedback they need on what makes a customer successful.

B2C 0

B2C SaaS B2B Accountability 0

Outsource Consultants

JANUARY 27, 2025

Highly Educated Workforce The Philippines boasts a highly educated workforce. This educated talent pool ensures that Philippine call centers provide knowledgeable and capable agents who handle complex customer inquiries across various industries. Over 500,000 college graduates enter the job market annually.

outsourcing 67

outsourcing Call Center Government Telecommunications 67

Amity

OCTOBER 31, 2016

Almost immediately, we started to scale the team to enable us to be more proactive to ensure we were able to do all the things that Customer Success does best: onboarding, coaching, renewals, upsell, support, and services. If I had to sum it up, everything post-sale is the domain of the Customer Success team. We live and breathe marketing.

Coaching 0

Coaching Upselling Engineering Marketing 0

Totango

APRIL 18, 2019

Feedback surveys are invaluable for collecting this type of information. Customer success teams need to educate customers on the benefits of the product or service, the promised value must be delivered consistently, and customers need to see evidence of the difference it is making in their lives.

Upselling 78

Upselling Customer centricity Surveys Education 78

ChurnZero

JUNE 18, 2024

You should, because upsell and cross-sell are key drivers of the sustainable growth your company needs, and yet only 43% of CS teams do. Train your CSMs to: Actively seek feedback from the same stakeholders and others, which can turn everyday users into advocates within a customer’s organization.

Upselling 59

Upselling Coaching Education Feedback 59

ClientSuccess

OCTOBER 25, 2021

Total percentage of contacts engaging with content, either marketing, educational or upsell related. Some metrics to help measure customer sentiment include: CSP sentiment, including direct feedback about the partnership from the CSP. Survey feedback, including from post-sales and post-onboarding surveys.

Metrics 64

Metrics Upselling SaaS Education 64

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

Totango

AUGUST 18, 2022

Educating the customer on how your platform can support their business goals. It also promotes higher product usage, increases the likelihood of upselling purchases and encourages customers to become enthusiastic brand advocates. Personalizing dashboard interfaces. Introducing navigational features.

Journey mapping 99

Journey mapping SaaS Upselling Enterprise 99

Nicereply

JULY 28, 2022

Take feedback from customer service teams. The feedback that the customer service team received surprised the founders. Identify opportunities to cross-sell and upsell. On the other hand, sales teams can also identify which repeat customers to upsell or cross-sell to , depending on feedback from the customer service team.

Sales 59

Sales Customer Service Upselling Average Handle Time 59

Totango

OCTOBER 29, 2019

They must know how to educate customers so that they will receive value from the product quickly. You’ll see how valuable these skills are when your customer success team drives retention, lowers churn, and collects customer feedback. 5: Collect Customer Feedback. Tips for Building a Customer Success Team. Onboarding.

Upselling 61

Upselling Customer advocacy Feedback Accountability 61

Education Services Group

OCTOBER 22, 2019

Onboarding materials, educational materials, FAQ sheets, or resource libraries are all crucial content pieces. Hopefully, if you do it well, they’ll purchase upsells and cross-sells , and they’ll renew their subscription. Effective Content — part of being an effective CS team is providing your customers with great content.

Marketing 49

Marketing Education Upselling Customer advocacy 49