Totango

APRIL 2, 2019

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. That way, your team can immediately take advantage of upsell opportunities and repair low health scores.

Journey mapping 110

Journey mapping Upselling Accountability Feedback 110

Callminer

JUNE 3, 2019

Companies tend to struggle with this, as they fail to offer continual education programs or provide support to those that need an extra push. Depending on your organization’s preferences, this can then prompt your agent to make a specific offer, upsell where applicable, redirect the call, and more.

Best practices 140

Best practices Average Handle Time Coaching Analytics 140

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

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

ShepHyken

DECEMBER 7, 2023

A simple pop-up reminder in the customer portal of an e-commerce platform can prompt a majority of your users to opt for digital invoices over paper ones, drastically reducing paper usage. Talking about scale, let’s consider smart upselling strategies. Patagonia is the epitome of responsibility here.

Call Center 161

Call Center Transportation Upselling Education 161

ChurnZero

NOVEMBER 26, 2024

Key performance indicators (KPIs) / objectives and key results (OKRs) they will be evaluated on, such as adoption, retention, upsell or cross sell, customer success qualified leads. Monitor account health, identify upsell opportunities, and collaborate with cross-functional teams to deliver exceptional customer experiences.

SaaS 52

SaaS Upselling Enterprise industry standards 52

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

HGS

JUNE 20, 2018

Brand education of the channel’s features doubles acceptance rate, with a three-month tracking showing a customer channel use growth from 15% to 33%. Additionally, research indicates that call reasons offer significant upsell—with Damaged/Broken Parts calls coming in at 21% and Part/Product Purchase playing a 12% role in call reasons.

Upselling 100

Upselling Average Handle Time Education Customer effort 100

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

ChurnZero

JANUARY 9, 2025

This guest post is by Annie Stefano , head of education and enablement, and Emilia DAnzica , managing partner, of Growth Molecules. Companies that do not map customer journeys lose 15-20% of potential revenue growth as they fail to identify and act on conversion and upselling opportunities.

Journey mapping 52

Journey mapping Marketing Upselling Education 52

Totango

JULY 23, 2019

This shift means there is far more value to be generated after the sale through repeated renewals, as well as possible upsells and cross-sells. Through repeatable, personalized actions, the enterprise nurtures customer growth in anticipation of continued renewal and upsell, like a farmer nurturing an orchard of trees to repeatedly bear fruit.

Upselling 92

Upselling Customer centricity Enterprise Education 92

CSM Magazine

MARCH 24, 2025

Compliance training educates your employees concerning the rules and regulations of the industry. Customer training through an LMS optimizes onboarding, lessens employee turnover (increases retention), and presents several opportunities for upselling. Now, one may ask, what exactly is compliance training?

Upselling 52

Upselling Education Feedback Management 52

CSM Magazine

OCTOBER 28, 2019

In a world powered by innovation, the need for customer education cannot be overlooked. However, in the modern business scenario, few organizations give customer education the importance it deserves. Here are four reasons why you should invest in customer education: Improved Customer Experience. Increased Customer Retention.

Education 40

Education Upselling Customer retention Customer Support 40

Uniphore

DECEMBER 14, 2021

For Cisco partners, this means they can resell and upsell, bringing additional customer experience innovation and value to their customers. Every day, billions of conversations take place across industries — customer service, sales, HR, education and more.

Customer Experience 105

Customer Experience First call resolution Enterprise Upselling 105

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

Nicereply

OCTOBER 11, 2024

Also, the customer found significant value in SoFi’s educational content on alternative investments. Identify high-value customers and focus on strategies to retain and upsell them. The customer appreciated how easy it was to apply — and that they were notified throughout the entire application process.

Customer retention 52

Customer retention Surveys Feedback Education 52

ClientSuccess

DECEMBER 19, 2022

This playbook should include information on how to introduce the product/service, educate customers on key features, set expectations around timelines and communication, and develop action plans to ensure a successful onboarding process.

Upselling 72

Upselling Education Best practices Sales 72

ProProfs Blog

DECEMBER 27, 2020

Improving initial conversion value by identifying the upsell opportunities and offering product recommendations that will further enhance the buyer’s experience. So make sure you’re ready with the educational content that helps them use your product seamlessly. Helps Sales Teams Educate Buyers in Real-time.

Journey mapping 148

Journey mapping Education B2B Sales 148

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. But wait: there’s more (online education). 1: SuccessHACKER. On their YouTube channel , you’ll find everything from quick bites of advice to in-depth discussions with CS leaders.

Journey mapping 98

Journey mapping SaaS Customer centricity Education 98

Totango

JULY 19, 2021

They must know how to educate customers so that they will receive value from the product quickly. A majority of organizations that have CS teams now offer bonus compensation on top of salary , such as commissions on upsells and renewals, stock or equity options, and other bonuses. Onboarding. Customer advocacy. Customer support.

Upselling 126

Upselling Feedback Customer advocacy Surveys 126

Quality Contact Solutions

MARCH 11, 2021

Conferences, Seminars, Sales Events, and Webinars are great ways to demonstrate your products and services through education. Cross-sells & Upsells: Do you have a group of accounts that your team cannot make contact with consistently? Having a major event and need your target audience to know about it?

Telemarketing 98

Telemarketing Sales Upselling outsourcing 98

Amity

APRIL 30, 2018

And while Sales might focus on hitting targets every month ; Renewals, Upselling and Customer Retention would not be possible without the Customer Success Manager. The first and arguably most important responsibility of the CSM is to onboard new customers and educate them about the product. Success picks up where Sales ends off.

Sales 82

Sales Upselling Education CRM 82

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

ProProfs Blog

AUGUST 14, 2020

Educate other team members on how they too can opt for the same approach to get more customers onboard. To help them drive towards success with your tools, you can initiate a webinar and draw their attention towards educational content. Identify the problem your customer is facing. Is live chat helpful for B2B customer journeys?

B2B 174

B2B Analytics Education B2C 174

Help Scout

MAY 27, 2021

Equal parts educators and therapists, your CSMs listen to your customers and recommend next steps on their journeys. Education and empowerment: Your customer success team is responsible for teaching your customers how to use your product. CSMs are often proactive in contacting customers and educating them before they run into trouble.

Accountability 66

Accountability Management Upselling Education 66

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

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. Learn more at TeamSuccess.com.

B2B 98

B2B Upselling Metrics 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. This information can also be helpful when the agent is upselling or cross-selling. Let your agents evaluate the technology. Let your agents shine.

Education 71

Education Upselling Best practices Contact Center 71

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

MAY 30, 2019

Stevie Award judges include more than 200 of the world’s most respected executives, entrepreneurs, innovators, and business educators. For over 30 years, the SIIA CODiE Awards have honored thousands of software, education, information and media products for achieving excellence and innovation in technology.

Technology 13

Technology Education Enterprise Upselling 13

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

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. Downloading software like this is the most cost-effective way to enhance customer service. Verification. Issue handling. Resolution. Call to action.

Call Center 98

Call Center Customer Service Education Average Handle Time 98

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. Increasing Upsell Opportunities. Now imagine the same content being shared by one of your Facebook friends, who happens to be working for that company.

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

ChurnZero

SEPTEMBER 8, 2021

This educational and networking event will be held on October 6-7 in Washington DC. 6 Tips to Learn Hw to Upsell and Cross-Sell – Discover how to expand your customer accounts with integrity. . An acronym for Red, Yellow, and Green, RYG represents the common indicators of customer health.

Personalization 95

Personalization SaaS Upselling B2B 95

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

Totango

AUGUST 21, 2020

And we’re helping to educate the partners on that we’re providing better data and insights so they have some of the same kind of insights we have about customers. . SC: Our business case includes measurement of renewal, upsell, NPS and productivity over a 5 year period. We are 18 months in.

Upselling 117

Upselling Accountability Metrics SaaS 117