CustomerSuccessBox

JUNE 11, 2021

Upselling to existing customers , which is more or less the direct window to the Recurring Revenue for your SaaS Business. How do you recognize Upsell opportunities? Upsell, which essentially is derived from plan upgrades from basic to pro to enterprise, and whatever your path might be. A holistic approach to Upsell.

Upselling 52

Upselling SaaS APIs Enterprise 52

ChurnZero

MARCH 24, 2025

Every trend points to customer success becoming the growth engine of businesses, and since customer success typically owns NRR (net revenue retention) , tracking how the teams investments impact performance is also part of that need. Upsell opportunities. 1: You notice your CRM holding your team back.

Technology 52

Technology CRM Engineering Finance 52

TechSee

SEPTEMBER 21, 2023

As a Generative AI enterprise platform, Sophie AI is built to secularly observe, learn and interact at scale, helping your agents, engineers and end-customers. In contrast, Sophie AI is trained like today’s human agents and engineers. Sophie AI can not only read and see, but speak, hear and show users how to complete any task.

Engineering 109

Engineering Enterprise Chatbots Self service 109

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

Cincom

FEBRUARY 21, 2025

This means longer turnaround times as they repeatedly check with engineering, finance, or management for approvals. This results in lost revenue and missed opportunities to upsell or cross-sell. Without proper CPQ training, sales reps may struggle to navigate the system, leading them to fall back on manual workflows.

Sales 40

Sales Gamification Finance Best practices 40

Totango

AUGUST 23, 2022

Making upsell offers. Touchpoints may involve any medium you use to interact with customers, including: Search engine marketing. This may occur through encountering your brand or product through a search engine result, a search engine ad, a social media post, a video, a review on a technology website, word-of-mouth or other means.

B2B 122

B2B Journey mapping SaaS Upselling 122

Beyond Philosophy

APRIL 14, 2022

For example, from the supply-side perspective, McDermott says the organization that thinks CX is important but does nothing about it probably still sees customer service as a cost center rather than a revenue-generating engine for growth. Let that upsell be someone else’s job.

Contact Center 195

Contact Center Upselling Education Engineering 195

Customer Service Life

DECEMBER 20, 2023

Upsell/Cross-sell opportunities – When the product the customer is currently using doesn’t do what the customer wants but another product in our line does. Engineers and programmers care about bugs – Our engineering team works hard to make their code as bug-free as possible.

Upselling 84

Upselling Contact Center Engineering Banking 84

TechSee

APRIL 10, 2018

By turning a potential threat into a secret weapon, BPOs utilize the power of technology as a strategic differentiator, as well as an additional revenue source and growth engine. Technology sales also generate additional service opportunities, upsells, longer term contracts, etc. – Customer-Driven Opportunity.

Call Center 139

Call Center Technology outsourcing Self service 139

TechSee

FEBRUARY 16, 2021

Issues can be identified early, and when the fix is relatively simple, it can be performed by on-site staff guided by remote experts rather than by engineers in the field. Investment in remote support. Remote AR assistance to drive revenue.

outsourcing 109

outsourcing Upselling Surveys Technical Support 109

Totango

APRIL 11, 2019

An illuminated “check engine” light is scary because it doesn’t offer any solution. For many, “check engine” may as well just say “car broken”—and that’s terrifying. It is a powerful tool for capitalizing on potential upsell opportunities and preventing customer churn.

Metrics 90

Metrics Upselling Accountability Enterprise 90

ProProfs Blog

SEPTEMBER 28, 2018

Joshua Bentley Partner, Engineer of Remarkable CX at Moxi Works. Is C-3PO going to be able to upsell a customer on another product/service your company makes because of his positive interactions with them? Engage in a tone with customers that is more personalized and be more responsive with live chat on your website. Tweet this.

B2B 159

B2B Chatbots Upselling Interactive Voice Response 159

TeamSupport

DECEMBER 8, 2023

Do they need to collaborate with engineering and other departments to resolve customer issues? Think about the nature of your customer interactions, and your team's unique needs. Are your agents highly specialized, or do they answer more general customer questions?

Customer Support 105

Customer Support Upselling Analytics Customer centricity 105

CustomerSuccessBox

SEPTEMBER 7, 2021

This is why customer success has evolved as a growth engine for software companies. Traditional Customer Success Software works on a traditional rule-based engine to generate early warning signs. Traditional Customer Success Software works on a traditional rule-based engine to generate early warning signs. 7 Increase use of AI.

Journey mapping 96

Journey mapping Engineering SaaS Upselling 96

Amity

OCTOBER 31, 2016

Uberflip has always had a strong marketing team because, after all, we’re a content marketing platform, the sales team has grown a ton over the last couple of years, and we have an amazing, fast-growing engineering team that’s built an amazing product. How did you personally get started in Customer Success?

Coaching 0

Coaching Upselling Engineering Marketing 0

Inbenta

JULY 29, 2021

When we’re looking for a flight, we tend to use a search engine and then scroll down through tens of results. Upgrades or upselling management. Chatbots can be used as a sales upselling tool to suggest additional services, upgrades and offer upsell promotions to travelers who have already booked a flight.

Airlines 88

Airlines Chatbots Upselling Self service 88

CustomerSuccessBox

AUGUST 22, 2019

Expansion revenue consists of upgrades, upsells and cross sells. Total MRR Expansion Revenue= Revenue from ( Upgrades + Upsells + Cross sells). The major advantages of Negative Churn are: Signing new customers is resource intensive compared to upselling to customers. Pricing is a major way to engineer negative churn.

Upselling 56

Upselling SaaS Engineering Metrics 56

CSM Magazine

JULY 22, 2021

Communities furthermore, lower service costs and dramatically affect retention and upsell. Online communities serve as content engines that follow a one-to-many principle. For SaaS companies, communities are a powerful engine for the creation, capture, discovery, and cultivation of traffic. It may also predict churn potential.

Advertising 98

Advertising SaaS B2C Best practices 98

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

AWS Machine Learning

NOVEMBER 15, 2023

The example architecture (see the following diagram) and code base in the open-source repository allowed the Principal engineering teams to jumpstart their solution around unifying the customer journey, and merging telephony records and transcript records together.

Analytics 117

Analytics Interactive Voice Response Average Handle Time Contact Center 117

Cincom

MARCH 6, 2025

Sales teams can instantly adjust configurations, apply competitive pricing strategies, and accelerate deal cycles with automated approvals and intelligent upsell recommendations. It can integrate with external pricing engines and data sources to ensure up-to-date pricing strategies. Absolutely.

Automotive 40

Automotive Revenue potential CRM Sales 40

CustomerSuccessBox

FEBRUARY 27, 2019

Most SaaS businesses have well defined product, engineering, marketing and sales teams. At the start, it is not feasible to focus on several KPIs like retention, onboarding, upsells etc. This might lead to complications as the sales head would be focused on increasing the sales and not whether the customers will renew or upsell.

Upselling 65

Upselling Chief Customer Officer SaaS Sales 65

Real Blue Sky

NOVEMBER 21, 2023

A continuous improvement program is the engine that drives these efforts. Upselling and Cross-Selling Upselling and cross-selling are time-tested strategies that, when done right, can feel like a natural extension of the customer service experience.

Employee engagement 105

Employee engagement outsourcing Upselling Customer retention 105

Interactions

JULY 24, 2019

In addition, inaccurate orders cost time and money, and missed upsell opportunities are countless. Provide guests with digital ordering using text or voice and reduce average order and wait times while increasing order accuracy and upsell yields. It never forgets business rules and never misses a chance to make an upsell.

Upselling 54

Upselling Wait times Engineering Analytics 54

ChurnZero

AUGUST 27, 2021

Customer Success (CS) is a core business function, and for some B2B companies, CS is a growth engine. 6 Tips to Learn Hw to Upsell and Cross-Sell – Discover how to expand your customer accounts with integrity. . This is a guest blog post by Shoshana Luria from PandaDoc.

Metrics 98

Metrics Upselling B2B Accountability 98

Cincom

MARCH 20, 2025

With no automated tool at his disposal, John had to manually configure the product, referring to spreadsheets for pricing, and email engineering for compatibility checks. Sales reps can leverage this intelligence to offer competitive pricing, upsell effectively, and negotiate deals with confidenceleading to higher close rates.

B2B 40

B2B Sales CRM Finance 40

ChurnZero

SEPTEMBER 8, 2020

Customer Success is a growth engine. . Retention + Upsell = Growth It’s more efficient Bella Renney #saastrannual. Happiness is a moat. 3/ Phase 2 might take 12 years to get to. It’s OK. Talk to more customers. Jason BeKind Lemkin (@jasonlk) September 2, 2020. . OpFocus (@OpFocusInc) September 2, 2020.

SaaS 90

SaaS Upselling Customer centricity Education 90

Hodusoft

MARCH 5, 2025

As Hungarian-American businessman and engineer Andrew S. Online retailers have crucial information and transaction history of buyers, which enables them to upsell as well as tailor their offerings, deals, and communication. Strain would be a massive understatement. It can cause the e-commerce company to shut its website!

Abandon rate 52

Abandon rate Contact center software Interactive Voice Response Contact Center 52

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. She is based in Silicon Valley leading teams at Jobvite, BrightEdge, and Walkme. She has also held numerous Interim ‘Head of Customer Success’ roles. Customer Success Around the Web.

Chief Customer Officer 17

Chief Customer Officer Education Upselling SaaS 17

Totango

DECEMBER 3, 2020

CS professionals now attest that their bonus structures are tied to company performance, renewals, net retention, upsells, and account health. . Account Health (Cited by 47% of Respondents): Customer health scores illustrate whether a client is ready for an upsell, at-risk of churning, or anywhere in between.

Upselling 65

Upselling Accountability Enterprise Metrics 65

ChurnZero

JANUARY 26, 2021

From technical support to renewals and upselling, this role might be one of the most confusing and misunderstood jobs in all of tech. . Strong delivery for, and relationships with, your champions will most certainly make an impact on your future renewal and upsell opportunity outcomes. Executive Sponsor: . Primary Contact(s): .

Management 98

Management Chief Customer Officer Upselling SaaS 98

Pointillist

FEBRUARY 19, 2018

It’s a far cry from the expansive data engineering initiatives that likely still haunt your dreams. Sephora has thoughtfully considered the entire customer journey —the Visual Artist tool ties in to Sephora’s entire inventory of products seamlessly, and driven by the AI engine, personalized recommendations and offers are made in real-time.

Customer Experience 111

Customer Experience Analytics APIs B2B 111

Help Scout

MAY 27, 2021

There are few individuals within your company that talk as candidly with your customers as your CSMs — they are a great source of data for your product and engineering teams. There are a few key components that dictate that success: Upselling: Account managers need to be skilled at upselling. Knowledge type.

Accountability 66

Accountability Management Upselling Education 66

Mindtouch

OCTOBER 23, 2017

If you’re contacting support, aren’t you already aggravated that you couldn’t find a resolution yourself through your favorite search engine or on the vendor’s website? Renewals and upsells matter more. Speak to a support agent via chat? According to major industry research firms (Gartner, Forrester, etc.),

Self service 65

Self service Upselling SaaS Customer Support 65

ChurnZero

JUNE 15, 2023

Support and engineering teams can understand the behavior behind an influx of support tickets or inbound requests for product enhancements. Create an upsell campaign for customers who log in daily, have consistent feature usage, and have seen positive results from their use of sticky feature A (e.g., Uncovering expansion potential.

Accountability 96

Accountability Upselling Analytics Metrics 96

Enghouse Interactive

SEPTEMBER 3, 2021

Through UC/CC integration, they improved overall communication and collaboration across the organization, from front-line agents to back-office and support teams, to engineers and decision-makers. A recent Metrigy* research study found that 62.8% Locally or globally, location is no longer a limitation.

contact center solutions 68

contact center solutions Contact Center Call flow Enterprise 68

Cincom

MAY 8, 2024

Lack of Renewal/Upsell Opportunities: Limited visibility into customer purchase history and usage makes identifying renewal and upsell opportunities extremely difficult. These Configure, Price, Quote engines can encode deeply technical manufacturing specifications required for specialized equipment.

Enterprise 52

Enterprise Sales CRM Upselling 52