Totango

AUGUST 11, 2022

Digital interactions that inform SaaS client relationships span the range of the customer journey , from pre-purchase marketing engagements to onboarding to subscription renewals, upsells and brand advocacy. Examples include: Search engine queries and ads. Customer satisfaction and feedback surveys. Upsell purchases.

SaaS 110

SaaS Journey mapping B2B Feedback 110

ChurnZero

NOVEMBER 22, 2019

How to Calculate Your Renewal and Upsell Rate – Learn how to calculate these metrics and apply them to your SaaS business. How to Close a Feedback Loop for an NPS Survey – Learn how to close your customer feedback loop and get the most from your NPS survey responses using these best practices.

Chief Customer Officer 17

Chief Customer Officer Education Upselling SaaS 17

ChurnZero

AUGUST 27, 2021

Customer Success (CS) is a core business function, and for some B2B companies, CS is a growth engine. Customer Success Managers (CSMs) are responsible for collecting and analyzing customer feedback, managing customer communications, and setting up self-service resources. This is a guest blog post by Shoshana Luria from PandaDoc.

Metrics 98

Metrics Upselling B2B Accountability 98

Help Scout

JULY 20, 2021

They went from being a company known for its excellent engineering and top-of-the-line products to being more flexible and considering more user experience aspects, like paying attention to which industry the buyer worked in, what they’d commonly be doing with the device, and even the budget they worked with.

Sales 145

Sales Feedback Metrics Surveys 145

ChurnZero

JUNE 15, 2023

Data can be collected through various methods including user analytics, surveys, and customer feedback. Find power users and nurture them into advocates—which are one of your best sources for gathering reliable and meaningful product feedback. What advantages do Customer Success teams gain from using product usage data?

Accountability 96

Accountability Upselling Analytics Metrics 96

JivoChat

APRIL 16, 2023

Afterward, you move into slightly more complex territory - optimizing your website for search engine optimization (SEO), launching email campaigns, and using mobile applications to provide customers with a seamless shopping experience. Their search engines are optimized to increase visibility in search engine results pages (SERPs).

Analytics 82

Analytics Engineering Advertising Sales 82

Amity

DECEMBER 14, 2016

Others manage subscriptions, software usage, renewals, upsells and other parts of the sales process. The roles we serve include designers (many definitions for this as well), product managers, engineers, business analysts, marketers and even C-level executives. We take product feedback very seriously at InVision. 8-9am COFFEE.

Management 84

Management Finance Enterprise Accountability 84

CustomerSuccessBox

FEBRUARY 14, 2019

The major KPIs of a Customer Success Manager are: Increase Lifetime Value (LTV) of the customers (by upsells, cross sells etc). But sometimes they may need the help of the engineering or product or development team. Proactively provide feedback to the product team. Create upsell opportunities. Reduce churn. Is that all?

Management 67

Management Upselling SaaS Sales 67

Kayako

OCTOBER 16, 2017

Their work relies heavily on input from other teams to do their job, whether in the form of engineering fixing a major bug, or finance explaining the customer’s latest bill. Product feedback. 50k MRR) with the revenue coming in from customer upsell and expansion (ex. Collect product feedback to help improve the product.

Customer Support 74

Customer Support Feedback Surveys Finance 74

Amity

SEPTEMBER 25, 2017

Customer Operations means everything from Customer Success to Customer Support, Engineering Support, and Professional Services. 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. What metrics do you watch closely?

B2C 0

B2C SaaS Accountability B2B 0

CustomerSuccessBox

JUNE 24, 2022

High renewal rates in SaaS provide a stable revenue source every month which helps you to focus on upsells, advocacy, and acquiring new customers. Being proactive in business always pays off, especially when it comes to customer feedback. Upselling the right way. Tracking SaaS upsell metrics can be a major boon to your business.

Upselling 52

Upselling SaaS Customer advocacy Metrics 52

GetFeedback

JUNE 13, 2019

In addition to providing a flexible customer feedback solution, GetFeedback now offers Flow Templates. If an upsell opportunity is identified, a Salesforce Opportunity is automatically generated with relevant details collected through the GetFeedback survey. . That’s where GetFeedback comes in. Field Sales Partner Interview.

Surveys 68

Surveys Consulting Upselling Consulting 68

ChurnZero

NOVEMBER 4, 2022

A SaaS business’s greatest source of intel is direct customer feedback. They are best positioned to find, synthesize, and contextualize feedback. We know that instinctively, and by doing the renewal, the upsell, the cross-sell, we’re actually adding a lot more value to the customer. Is engineering building a reliable product?

SaaS 98

SaaS Customer centricity Finance Best practices 98

Mindtouch

JANUARY 5, 2017

Product and Engineering, Marketing, Sales, Support, and Customer Success all need to know what the customer wants to understand, how they are obtaining that information, and why. The knowledge and support a customer needs to master using your product or service, leading to renewals, upsells, and ultimately brand-loyal promoters.

Upselling 59

Upselling Engineering Sales Analytics 59

Kayako

SEPTEMBER 15, 2016

Upsell – check! Give feedback on their work. Using regular feedback sessions within your team is an excellent way to tackle customer service job burnout. Here are some ideas to get you started: Be that link between the customer and the engineers. Expressed empathy – check! Understand your customers better.

Customer Support 68

Customer Support Feedback Best practices Self service 68

CSM Magazine

MAY 26, 2022

With so many support, engineering, and business insights locked away in siloes throughout most SaaS companies, it’s no wonder teams defer creating a meaningful customer health monitoring strategy. Upsell/cross-sell potential. Excellent customer support can drive upselling and cross-selling revenue. Product Metrics.

Engineering 52

Engineering SaaS Upselling Metrics 52

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.? Those Users that the Stakeholders trust for unvarnished feedback should have enough hands-on experience to be able to provide meaningful feedback.

Analytics 93

Analytics Government Metrics APIs 93

ClearAction

NOVEMBER 5, 2017

And sometimes customer-facing staff has a distinct customer experience vision that is at odds with their upstream value chain (engineering, IT, finance, production, marketing, supplier management, etc.). Do your surveys interrupt customers or allow them to give feedback however and whenever they prefer? Consistency is the key.

Customer Experience 69

Customer Experience Customer centricity Morale Finance 69

CustomerSuccessBox

JANUARY 8, 2020

Customer success department’s responsibilities are slowly increasing to encompass several things like increasing LTV of customer base, reducing churn, providing references, case studies, customer stories to sales and marketing, providing feedback to product team, creating upsell opportunities, facilitating renewals, etc!

Upselling 52

Upselling SaaS B2B Metrics 52

Lumoa

MARCH 3, 2023

Why Financial Services Companies Should Focus on CX Now That a Recession is Approaching According to Ekaterina Mamonova, when a brand makes a promise, and its CX delivers on it well, it produces a positive feedback loop that supports brand integrity and brand values. Getting a budget is never an easy task.

Metrics 78

Metrics Upselling Engineering Customer Experience 78

CSM Magazine

MAY 10, 2022

XM Discover will analyze all of the structured and unstructured feedback coming into SAP Service Cloud, including agent notes, support conversations, chat, social media posts and review sites. Understand how customers feel about every experience, across any channel. Availability. Additional Information.

Contact Center 52

Contact Center Upselling Engineering Feedback 52

Balto

OCTOBER 2, 2022

We asked respondents which of the following activities their agents engage in on the phones: Upselling to customers (encouraging them to purchase a higher-end product) Cross-selling to customers (encouraging them to purchase related items) Asking for online reviews Gathering customer information for marketing purposes (ex. Answer Choices.

Contact Center 52

Contact Center Upselling Sales Surveys 52

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. You need an AI engine that you can feed your specific business data into—you can’t just pull ChatGPT into your business and tell it to be a McKinsey consultant or a data analyst.

Brand ambassadors 52

Brand ambassadors Upselling Metrics Feedback 52

ChurnZero

NOVEMBER 26, 2024

These might include providing product feedback or internal collaboration. 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. Provide strategic guidance and recommendations to optimize customer outcomes.

SaaS 52

SaaS Upselling Enterprise industry standards 52

JustCall

APRIL 4, 2023

Search Engine Optimization (SEO) Optimizing your website and content for search engines increases your visibility and drives traffic to your site. Upselling and Cross-selling Both these techniques are extremely effective in increasing sales revenue. <H2> Inbound Call Center Training – FAQs Q.

Call Center 52

Call Center Sales Inbound sales Upselling 52

CustomerSuccessBox

JULY 29, 2020

CS teams should maintain consistency with the metrics (like retention, upsell, NPS) but the targets should be discussed to make them achievable in these times. Puneet suggested that no CS team runs on a single KPI but rather a set of KPIs like logo retention, MRR Retention, Upsell etc. How should we talk about upsells and renewals now?

Upselling 52

Upselling Metrics SaaS APIs 52

Hodusoft

SEPTEMBER 4, 2024

Our e-commerce call center software is specially engineered for e-commerce companies. Cross-selling and Upselling Can Be Better A study conducted by Forrester Research revealed that cross-selling and upselling account for 10-30 percent of revenues in the e-commerce industry.

call center solutions 52

call center solutions Call Center Sales call center software 52

JustCall

MAY 8, 2022

However, an automated sentiment analysis engine helps you gain a deeper understanding of your customer’s wants and needs. Sentiment analytics is an integral part of conversation intelligence tools that provides actionable insights from multiple customer feedback channels. Upsell and drive more value from each customer.

Analytics 52

Analytics Feedback Upselling CRM 52

Balto

JANUARY 2, 2025

Call center productivity is the engine of successful call center operations, driven by the efficiency and performance of each call center agent. Beyond just addressing issues, AI helps agents upsell, cross-sell, and create memorable experiences that leave customers delighted.

Call Center 52

Call Center Abandon rate Interactive Voice Response First call resolution 52

ChurnZero

FEBRUARY 26, 2021

Give Product thematic feedback, not anecdotes. Most Customer Success and Product interactions center around customer feedback. What’s worked for us is to avoid anecdotal feedback, piecemeal conversations, and wanting to share customer feedback as soon as it’s received.”. All that stuff is really complex.”.

Management 59

Management Feedback Sales SaaS 59

Amity

JANUARY 30, 2019

They are the advocates of your customer base and provide critical feedback on your product, service and industry trends. Do you have cross-sell or upsell opportunities with your product? CS Architects / Engineers. For example, if you have a very simple to use product then you may not need CS Engineers or Professional Services.

Education 61

Education Engineering B2C Technical Support 61

CustomerSuccessBox

NOVEMBER 23, 2021

This is an ideal way to learn more about satisfaction by collecting feedback on your services or products. Upsell rate. The Upsell rate is interesting because if the customer risks buying another of your products or services, it is because he has confidence in the quality of your products and services. Loyalty rate.

Brand ambassadors 52

Brand ambassadors Upselling Construction Surveys 52

ProProfs Blog

JANUARY 7, 2022

Google identified a need no other search engine was meeting and by 2017, 11 million AdSense users were paying Google $95 billion a year. The collected customer feedback will effectively help you with product-market fit analysis. You can verify it by doing your research and talking to your customers via customer surveys.

Marketing 78

Marketing Surveys Customer retention Metrics 78

inSided

OCTOBER 1, 2022

The Product and Engineering teams each have their own tools. Early adopter feedback groups: For major releases, CS teams nominate customers to join and directly develop with them in a private group. Use case library and customer case studies: help customers understand what’s possible and what they can do to drive adoption and upsell.

Upselling 52

Upselling Accountability Sales outsourcing 52

Hodusoft

DECEMBER 4, 2024

It’s a meticulously designed software in which the features are engineered to work in concert with each other. Targeted Upselling and Cross-selling Customizable broadcasts enable MSPs to segment their customer base and send targeted offers based on clients’ previous purchases or usage patterns.

Upselling 52

Upselling Surveys Marketing Personalization 52

Amity

SEPTEMBER 25, 2017

Customer Operations means everything from Customer Success to Customer Support, Engineering Support, and Professional Services. 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. What metrics do you watch closely?

B2C 60

B2C SaaS Accountability B2B 60

The Petrova Experience

FEBRUARY 17, 2021

I do realize that at the enterprise level, web speed goals may be with business partners or IT engineers, but think about the insight here. Others miss out on this upsell opportunity. Gather Customer Feedback – The Right Way. At checkout, a customer feedback survey is the best addition. Some brands do this.

Healthcare 45

Healthcare Feedback Upselling Best practices 45