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

Totango

MARCH 21, 2019

Success in these areas leads to a more successful renewal and upsell phase. Increase upsell opportunities. Figure out how long it takes to educate customers on your product, then strive to maintain this period across your accounts. Increase Upsell Opportunities. Establish a customer nurturance program.

Enterprise 89

Enterprise Upselling Education Accountability 89

ProProfs Blog

MAY 29, 2020

Create customer feedback surveys and send them out to your customers. Create these surveys, not to get answers on whether they like your product; you have NPS surveys for that. 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

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. There are a variety of surveys and metrics you can use to measure these different elements. Customer Satisfaction Surveys (CSAT).

Customer Experience 90

Customer Experience Education Customer centricity Metrics 90

Blueship Call Center

MARCH 24, 2025

This proactive approach is particularly effective for: Lead Generation: Identifying and qualifying potential leads through targeted cold calling, market research surveys, and database enrichment. India offers a large pool of skilled and educated professionals, advanced technological infrastructure, and a favorable business environment.

Call Center 40

Call Center outsourcing Upselling Sales 40

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

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

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. Add a Survey. Surveys are an excellent way to connect with customers, especially when they can respond with only one-click.

Customer Service 98

Customer Service Surveys Feedback Upselling 98

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

Vcaretec

JUNE 6, 2022

We plan for the peak days , we have a rigorous process for both long-form customer support calls and 30-second quick-resolution calls, and we train our staff to identify upsell and cross-sell opportunities naturally during support interactions. Ensure that your agents are trained to spot upsell and cross-sell opportunities.

Customer Care 96

Customer Care Upselling Accountability Education 96

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

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

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

Lumoa

FEBRUARY 9, 2023

upselling to the most loyal customers) Process changes (e.g. It encompasses activities such as customer retention, customer loyalty programs, customer feedback surveys, customer reviews and ratings, customer panel discussion groups, customer support services, and more. How a CSAT survey can look like. Image by Retently.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Fonolo

JULY 5, 2023

How they approach upselling opportunities Upselling is something that all your customer-facing employees should be doing — not just sales. We have much more detailed information about surveying later in this blog. Binary Questions These are the simplest questions in your survey. What industry do you work in?”

Surveys 104

Surveys Brand ambassadors Sales Advertising 104

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. Designing a post-onboarding survey to incorporate into your customer journey workflow.

Journey mapping 99

Journey mapping SaaS Upselling Enterprise 99

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. Personal: Behavioral data and demographics.

Upselling 69

Upselling Enterprise Metrics SaaS 69

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

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. So I try my best to follow blogs about education, which are not always the most fun to read but can be very intriguing.

Coaching 0

Coaching Upselling Engineering Marketing 0

ClientSuccess

OCTOBER 25, 2021

Total percentage of contacts engaging with content, either marketing, educational or upsell related. Survey feedback, including from post-sales and post-onboarding surveys. Number of days since the last proactive communication (aka email or phone call). Leading Indicator 2: Successful Onboarding.

Metrics 64

Metrics Upselling SaaS Education 64

Totango

JUNE 1, 2021

Voice of Customer: Survey responses and satisfaction scores. Unlike renewals, upsell opportunities are not tied to a specific timeframe. Conversely, if your customer success data is telling you that a customer is not frequently using a particular feature, you may consider more education initiatives. Data-Driven Customer Success.

Upselling 71

Upselling Enterprise Metrics SaaS 71

Tethr

FEBRUARY 11, 2020

Have your organizations consider some of these questions: Is the prospect who’s landing on your site at the stage of educating themselves more on your niche before they decide whether making a purchase is even necessary, or are they already confident they need the product and are comparing your products and services to competitors?

Customer Experience 75

Customer Experience Analytics Customer retention Upselling 75

Totango

DECEMBER 3, 2020

CS professionals now attest that their bonus structures are tied to company performance, renewals, net retention, upsells, and account health. . According to the CS team members surveyed in the salary report, eight elements were specifically cited as influential to overall compensation.

Upselling 65

Upselling Accountability Enterprise Metrics 65

Totango

MARCH 26, 2021

Quick advice: In this stage and the prior stage, strive to provide content that solves prospects’ needs and educates them about the value you offer. Tactical goals: Educating customers how to use your product. Extend customers cross-sell and upsell offers. Resources: What Makes a Free Trial Work (Or Not) .

SaaS 68

SaaS Best practices Upselling Education 68

Totango

JANUARY 31, 2019

Remember, communication can go a long way; check in with your customers, ask them how they are doing, and continue to educate them about available features. It lets you monitor customer uptake percentage against the capacity and gather evidence for customer interaction or upselling opportunities. Determining License Utilization.

SaaS 79

SaaS Metrics Accountability Education 79

Nicereply

JUNE 18, 2020

Customer loyalty rate is calculated through Net Promoter Score (NPS) which is a key performance indicator introduced as a useful alternative to customer satisfaction survey. Sending surveys or promotions through SMS (text messages) can get you much higher open and response rates. Thanks so much for filling out our survey in January.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

AWS Machine Learning

NOVEMBER 15, 2023

In addition, Principal needed an extensible analytics architecture that analyze other channels such as email threads and traditional voice of the customer (VoC) survey results. This communication is intended to be educational in nature and is not intended to be taken as a recommendation. member SIPC and/or independent broker/dealers.

Analytics 118

Analytics Interactive Voice Response Average Handle Time Contact Center 118

ChurnZero

AUGUST 11, 2020

Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? The more you educate your customers on the platform, the more they become advocates and refer your platform for you,” says Timothy Murenzi, founder of GoAnalyze. This is shocking.

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

Amity

SEPTEMBER 25, 2017

We regularly look at CSAT, NPS, retention, upsells, health score, and churn. As a startup, we can’t spend too much on education but I’m always looking for summits we can attend at a reduced price. What metrics do you watch closely? Secondly, are they advocating for HelloSign? Photos by Kenni Camota.

B2C 0

B2C SaaS B2B Accountability 0

Amity

MARCH 15, 2018

Account Managers on the other hand focus on upsells, the contractual details of a customer’s experience, and their journey. This scoring feedback will give you insights into not only personally improve your training technique but also allowing you to provide any additional training or resources if there is an educational gap.

Management 69

Management Metrics Accountability Surveys 69

Nicereply

APRIL 22, 2021

The extra information about customers’ sentiment towards the deal can help you serve them better after purchase, when it comes to renewing their contract, or approaching them about additional upsells. As of now, the best way to get satisfaction feedback on closed deals is to send a CSAT email survey after a deal is marked as won or lost.

Sales 52

Sales Surveys Upselling Feedback 52

Amity

NOVEMBER 27, 2017

Companies may need to rely on more periodic pulse surveys and get creative with metrics such as client response rates - the amount of time it takes a customer to return a call or email to your organization - to help monitor engagement. Customer education (content) is paramount regardless of industry.

SaaS 71

SaaS industry standards Upselling Education 71

Pointillist

JULY 25, 2018

What are the quantitative business goals that will influence the journey analytics project e.g., churn, retention, acquisition, cross-sell, upsell, purchase, rate of renewal etc.? Upsell and Cross-sell Revenue Growth. 5 essential steps to find upsell and cross-sell opportunities with journey analytics ]. Submit Survey.

Analytics 93

Analytics Government Metrics APIs 93

Outsource Consultants

FEBRUARY 16, 2025

A survey conducted by Forrester Research found that 65% of customers feel a greater emotional connection to a brand when support agents understand their cultural context. This level of personalization not only improves customer satisfaction but also increases the potential for upselling and cross-selling opportunities.

Call Center 67

Call Center outsourcing First call resolution Consulting 67

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. Personal: Behavioral data and demographics.

Upselling 49

Upselling Enterprise Metrics SaaS 49

Transparent BPO

AUGUST 20, 2019

The 2018 Customer Service Expectations Survey from Gladly, a customer service software provider, found that of nearly 1,000 consumers polled, 92 percent would stop purchasing from a company after three or fewer poor customer service experiences and 26 would stop after just one bad experience. Free guide shows you how.

Contact Center 69

Contact Center outsourcing Surveys Call flow 69

Amity

OCTOBER 23, 2018

There is a long list of metrics for each pillar of Customer Success but for the purposes of this post I’ll focus on the key metrics for Customer Success Management and the metrics commonly used for CS as a whole (I’ll save customer support and customer education metrics for another post). Net Promoter Score (NPS). Customer Health.

Metrics 76

Metrics Best practices Customer retention SaaS 76