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

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 Analytics Upselling Customer centricity 105

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 88

Metrics Upselling Accountability Enterprise 88

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

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

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

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

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 119

Analytics Interactive Voice Response Average Handle Time Contact Center 119

TeleDirect

DECEMBER 24, 2024

How to Implement: Invest in AI-Driven Tools: Leverage AI-powered chatbots, recommendation engines, and sentiment analysis to enhance personalization. Revenue Growth: Improved customer experiences translate to higher sales, upselling opportunities, and reduced churn.

Customer Service 62

Customer Service Analytics Airlines CRM 62

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

Totango

OCTOBER 14, 2024

An outcome-first approach is the foundation of a customer-led growth motion, where new logos are seeded with the potential for retention, upsell, and expansion. When that machine starts humming along, you can more easily identify upsell, cross-sell, and expansion opportunities.

Sales 62

Sales Upselling Engineering Enterprise 62

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

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

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

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

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 64

Upselling Accountability Enterprise Metrics 64

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

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

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

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

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

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. Create upsell opportunities. Upsell is one of the best ways to help the company grow. Reduce churn.

Management 67

Management Upselling SaaS Sales 67

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 67

contact center solutions Contact Center Call flow Enterprise 67

JivoChat

MARCH 25, 2020

Search Engine Optimization isn’t exclusive to your content marketing strategy, such as for your blog articles, videos, amongst other types of content. Search engines also consider this data as relevant content when ranking your product page. Add upselling and cross-selling elements. Optimize it for SEO.

Engineering 52

Engineering Upselling Sales Marketing 52

Totango

MARCH 12, 2021

For instance, a customer may already be considering whether or not to buy an upsell SaaS product even when they’re still in the process of adopting their first purchase so that their experience of their initial purchase influences their perception of their prospective purchase. Cross-sell and upsell purchases. Paid search advertising.

Journey mapping 66

Journey mapping Upselling Metrics Customer retention 66

bold360 Blog

JULY 1, 2019

As you design these experiences, you need to be able to share the designs with engineers, marketers, and other stakeholders — in a way they can understand. And while there is value in that approach, there’s a lot more value available if you focus on the upside of a better customer experience, or even things like cross-selling or upselling.

Chatbots 75

Chatbots Upselling outsourcing Customer centricity 75

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. Renewal timeframe.

Engineering 52

Engineering SaaS Upselling Metrics 52

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. Upselling the right way. Upsell to existing customers, which is more or less the direct window to the Recurring Revenue for your business. Check out SaaS upsell strategies.

Upselling 52

Upselling SaaS Customer advocacy Metrics 52

CustomerSuccessBox

MAY 30, 2022

Moreover, the rule engines are not calibrated frequently and as result the signals are false. However, the insights derived are based on rule engines that CSMs set. Based on rule engines. These rules have a threshold for upsell or risk signal generation. Just imagine the enormity of untracked data. Powered by its.

Upselling 52

Upselling Calibration Engineering Big data 52

VocalCom

JULY 16, 2018

Artificial intelligence engines may initiate the customer engagement process by collecting data on web browsing habits. For example, if a person uses a search engine to look for athletic shoes or asks a friend for a product recommendation on a social media channel, AI can capture this data. Understand customers’ web browsing habits.

Contact center software 48

Contact center software Chatbots Upselling Entertainment 48

CSM Magazine

AUGUST 7, 2020

Search Engine. Upsells and Bargains. Ecommerce makes it much more accessible for businesses to upsell and get another offer on the table. You often can have fewer employees and less overhead with an online store because you do not have to deal with people walking around your store.

Upselling 52

Upselling Engineering 52