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

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

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

Callminer

JUNE 3, 2019

Let’s run through some of the triggers that send employees running in the other direction and how managers can help stop the cycle: Poor feedback is stunting agent growth. This holds especially true for call center agents who interact with thousands of customers per month, but only receive feedback on < 5% of these conversations.

Best practices 140

Best practices Average Handle Time Analytics Coaching 140

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

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 124

Upselling Feedback Surveys Customer advocacy 124

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

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

Nicereply

OCTOBER 11, 2024

How to measure customer satisfaction Measure customer satisfaction by analyzing results from surveys , feedback forms, reviews, and brand mentions. Also, the customer found significant value in SoFi’s educational content on alternative investments. Look for recurring comments or trends in the feedback. That’s it for now.

Customer retention 52

Customer retention Surveys Feedback Education 52

ChurnZero

SEPTEMBER 27, 2024

Keishla Ceaser-Jones , senior director of partner success at EAB and Stephanie Workman-Bolden , vice president of partner success at Discovery Education, are here to help. 4: Build a strong feedback loop between your customer success and product teams. 1: We standardized our collection of product feedback and feature requests.

Best practices 52

Best practices Accountability Sales Feedback 52

Totango

APRIL 2, 2019

Gather feedback. To be sure your customers are doing well, send regular communications such as emails, in-application messages, or educational content. This is also a good time to add upsells to accounts that have high customer health scores. Gather Feedback. Customize notifications and health scores. Automate tasks.

Journey mapping 107

Journey mapping Upselling Accountability Feedback 107

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

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

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

APRIL 27, 2022

As a vendor, value realization affects customer loyalty and retention, customer satisfaction, referrals and recommendations, and opportunities to upsell. Customer onboarding and ongoing customer education are keys to success. They may be open to upsells, cross-sells, or add-ons. Gathering customer feedback.

Chief Customer Officer 52

Chief Customer Officer Upselling Education Metrics 52

JustCall

APRIL 3, 2023

Renewals and upsells : Another important area of responsibility for the customer success team is driving customer renewals and identifying opportunities for upsells. Customer feedback and advocacy : Customer success teams also focus on gathering feedback from customers and using it to improve the product or service.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

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

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

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

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

ChurnZero

FEBRUARY 23, 2023

Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. In other words, it’s far easier to convince someone who already knows, likes and trusts you to buy more—than it is to reach, educate and convert new customers—in a time when most budgets are under scrutiny.

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. In other words, it’s far easier to convince someone who already knows, likes and trusts you to buy more—than it is to reach, educate and convert new customers—in a time when most budgets are under scrutiny.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

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

CustomerSuccessBox

JUNE 3, 2022

Customer success managers can utilize this data to create and distribute best practices and educational content that both teaches new users and empowers current users to use the product more efficiently and effectively. Find the right tool for measuring customer health. Data connects the entire organization.

Analytics 52

Analytics Management Best practices Upselling 52

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

JustCall

AUGUST 7, 2023

Such proactive customer journey management not only keeps the sales pipeline moving but also capitalizes on upselling and cross-selling opportunities. To preface, customer feedback and survey lends voice to your patrons. Conversational AI can proactively collect customer feedback and survey after every exchange.

Chatbots 52

Chatbots Sales Surveys Upselling 52

Global Response

FEBRUARY 28, 2024

Increased sales opportunities Call center agents are trained to capitalize on upselling and cross-selling opportunities. How do they communicate feedback to their agents? Regular feedback sessions will help both parties stay aligned on performance, customer satisfaction levels, and areas for improvement.

Call Center 62

Call Center Customer Experience outsourcing Brand ambassadors 62

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

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 87

Customer Experience Education Customer centricity Metrics 87

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

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

ChurnZero

MAY 3, 2022

1: SuccessHACKER 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 CSM Mastermind: Handling High-Risk Customers and Preventing Churn Moments of Truth (playlist): Focused, impactful CS advice from leaders.

Journey mapping 52

Journey mapping SaaS Customer centricity Education 52

CustomerSuccessBox

MARCH 10, 2022

Send reminders to only the contacts who need them, and create tasks for yourself to assess their ROI and recommend possible upsells. Keep track of how often this new function is being used and proactively approach the most engaged clients for feedback. Offer a lot of educational information at the start of the time.

SaaS 52

SaaS Upselling Education Accountability 52

CustomerSuccessBox

JUNE 20, 2022

Detect and Act on Upsell & Cross-sell Opportunities. A Customer Success software monitors product usage and engagement level to identify the upsell signals. Thereby you will be able to create alerts and tasks to act upon so that you never miss on any upsell and cross-sell opportunities. Improve user onboarding.

Upselling 52

Upselling SaaS CRM Multi-channel support 52

Education Services Group

OCTOBER 31, 2023

Feedback Empowerment : Create a hub for product feedback, feature requests, and timely responses on defects. Show me when to initiate contact, what information to share, when to survey customers, and how to navigate renewals and upsells. Quick access to these resources is a game-changer. Answers are critical.

Best practices 52

Best practices Finance Upselling Customer retention 52

ChurnZero

DECEMBER 7, 2023

Renewal / Expansion Hero: TruVideo Driving upsells and awareness with engaging in-app content. Their answer: a new ChurnZero play, consisting of 10 carefully crafted touchpoints, to educate and engage.

Upselling 52

Upselling Accountability Sales Marketing 52

JustCall

APRIL 4, 2023

You can create a rich repository of blog posts, ebooks, webinars, and other forms of educational material. Upselling and Cross-selling Both these techniques are extremely effective in increasing sales revenue. Upselling involves offering the customer a higher-priced or upgraded version of the product they are interested in.

Call Center 52

Call Center Sales Inbound sales Upselling 52