ProProfs Blog

MAY 29, 2020

Collect Customer Feedback: Who better than the customer to tell you in their own words of their customer journey. Create customer feedback surveys and send them out to your customers. 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

GetFeedback

MAY 9, 2019

Two customers can view the same experience in completely different ways due to many factors that influence their interpretation of events — their upbringing, cultural background, motivations, and much more. From this feedback, you can identify trends and opportunities to improve customer experience. We’re not being cheesy here.

Customer Experience 134

Customer Experience Metrics Journey mapping Customer centricity 134

Totango

FEBRUARY 23, 2022

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. Expansion : a satisfied customer increases their usage of your product and brand to include advanced features, upgrades, and upsells. Flagging events that require action. Flag Events that Require Action.

SaaS 117

SaaS Journey mapping Upselling Best practices 117

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. Be diligent about getting your account and contact external IDs on the event data itself.

Accountability 96

Accountability Upselling Analytics Metrics 96

ChurnZero

NOVEMBER 22, 2019

We will be hosting this one-day event in Washington DC on October 8, 2020. If you are a ChurnZero customer, there will also be a half-day customer-only training / event the day before on October 7, 2020. Many of you may have already joined us at our RYG events that we have hosted in cities across North America.

Chief Customer Officer 17

Chief Customer Officer Education Upselling SaaS 17

aircall

DECEMBER 1, 2017

Next, you’ll have to accept invites to industry events and deliver captivating keynotes. Gather Feedback in NPS Surveys Only. Customers love it when you ask for their feedback. Better yet, don’t even contact your customers unless their contract is expiring or you see an opportunity to upsell. Share feedback freely.

Construction 90

Construction Feedback Upselling Surveys 90

Totango

MAY 5, 2021

Generally sent to customers right after onboarding or other key events, this data can be utilized to leverage success by: Helping you perfect your onboarding process. . Anticipating which customers are viable candidates for upsell/cross-sell opportunities. expanded license caps, training opportunities, storage capacity, etc.).

Customer Experience 118

Customer Experience Education Customer centricity Metrics 118

Totango

NOVEMBER 3, 2021

You can use a number of methods to conduct NPS surveys, including: Sending emails to customers after specific trigger events. Email NPS surveys are often sent as a matter of routine after specific events in a customer journey. How you time your Net Promoter Score surveys helps determine the value of the answers you receive.

Best practices 103

Best practices Surveys Upselling Journey mapping 103

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

Totango

NOVEMBER 3, 2021

You can use a number of methods to conduct NPS surveys, including: Sending emails to customers after specific trigger events. Email NPS surveys are often sent as a matter of routine after specific events in a customer journey. How you time your Net Promoter Score surveys helps determine the value of the answers you receive.

Best practices 102

Best practices Surveys Upselling Journey mapping 102

Talkdesk

AUGUST 28, 2017

Our Kickoff “Designing Your Intelligent Contact Center” event in Chicago was a huge success and a lot of fun! Most importantly, it lays the groundwork for future upsells that truly meet the client’s needs. #6. Allow for adaptation that is inspired by the customer’s feedback. Our COO, Gadi Shamia, calls it like he sees it!

Contact Center 51

Contact Center Contact center software Upselling Engineering 51

Totango

NOVEMBER 3, 2021

You can use a number of methods to conduct NPS surveys, including: Sending emails to customers after specific trigger events. Email NPS surveys are often sent as a matter of routine after specific events in a customer journey. How you time your Net Promoter Score surveys helps determine the value of the answers you receive.

Best practices 100

Best practices Surveys Upselling Journey mapping 100

Totango

DECEMBER 21, 2021

Effective customer success automation relies on the strategic use of technology to communicate with customers at key points and event triggers in their customer journey. It also can create an opportunity for upsell offers when applicable. Milestone Messaging as a Customer Success Manager Automation Strategy. Onboarding Tutorials.

Management 112

Management Best practices Upselling Accountability 112

Totango

AUGUST 12, 2020

As customer lifetime value is now spread out over years of renewals and upsells, customer retention and customer success efforts must be seen as a shared value across the enterprise. The customer should also have a place to share feedback. Get the Whole Enterprise Involved. Assess Results.

SaaS 88

SaaS Upselling Enterprise Best practices 88

ChurnZero

JANUARY 10, 2022

If you’ve gotten customer feedback , for example, and you want to look over it to identify pain points, recruit a cross-functional team to help you review the data. Define Key Onboarding Events, Correlate Them to Customers’ Success. This includes the CEO and other executives to help drive these initiatives.

Best practices 98

Best practices SaaS Metrics Sales 98

ChurnZero

AUGUST 14, 2020

Product analytics software tracks user engagement with your product including page and feature events. Know exactly how customers use (or don’t use) your product and analyze usage trends over time by capturing feature and page events as well as time-in-app metrics and online status monitoring at the contact and account level.

CRM 87

CRM Finance Upselling Accountability 87

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. Customer satisfaction and feedback surveys. Upsell purchases. Elicit frequent feedback. Elicit Frequent Feedback.

SaaS 113

SaaS Journey mapping B2B Upselling 113

Totango

DECEMBER 3, 2021

Customer Satisfaction: What feedback are you receiving from customers in the form of CSAT, NPS, CSM sentiment, and satisfaction scores? This model involves building out early warning indicators that give you instant visibility into customer signals and critical events, enabling your CS team to proactively engage when needed.

Metrics 99

Metrics Accountability Upselling Enterprise 99

Solvvy

MAY 8, 2019

Another product feedback we got from our customers is the pain in making their beds because they can’t tell the difference between the short and long sides of fitted sheets so we added a tag so you can easily tell them apart. Often times, auto shops attempt to upsell you on other services/products.

Feedback 48

Feedback Self service Upselling Customer Support 48

Amity

DECEMBER 14, 2016

Others manage subscriptions, software usage, renewals, upsells and other parts of the sales process. We usually have an event or two we’re supporting, which means inviting local customers and spreading the word. Therefore we have a customer base that is eager and willing to give us feedback, which is awesome. 8-9am COFFEE.

Management 84

Management Finance Enterprise Accountability 84

Totango

JULY 8, 2021

With this system, alerts are automatically generated about any customer who requires attention – be it a customer with deteriorating health or an upsell opportunity that is set to renew soon. It can include: Customer Feedback: What anecdotal feedback has been collected by the extended customer team and surveys such as NPS and CSAT?

Upselling 66

Upselling Accountability Customer retention Metrics 66

Totango

OCTOBER 20, 2020

Generally sent to customers right after onboarding or other key events, this data can be utilized to leverage success by: Helping you perfect your onboarding process. . Anticipating which customers are viable candidates for upsell/cross-sell opportunities. expanded license caps, training opportunities, storage capacity, etc.).

Customer Experience 90

Customer Experience Education Customer centricity Metrics 90

Totango

FEBRUARY 6, 2020

Every touchpoint along the customer journey—from the initial sales event to support tickets, product usage metrics, and customer feedback —generates unique data. Remember, the journey is not linear; a customer might experience escalation during adoption or circle back to onboarding due to an upsell. How to Make it Work.

Enterprise 94

Enterprise Customer centricity Metrics Upselling 94

Totango

JULY 25, 2019

For instance, the sales team will want to know about events such as high usage rates, escalations and when renewal will be happening. The relationship between customer success and sales is that of a positive feedback loop that yields more and more value as time goes on. This way, both teams can continue to work collaboratively.

Sales 80

Sales Upselling Customer centricity Best practices 80

Fonolo

MARCH 28, 2023

Implementing new technology may also be required. Monitoring customer satisfaction levels: A customer experience manager will evaluate feedback and monitor trends. You’ll also need data analysis, project management, and customer feedback analysis skills. More than ever, contact centers offer solid career pathways!

Customer Experience 81

Customer Experience Management Contact Center Call Center 81

Totango

JUNE 4, 2021

By tying your cross-sell and upsell offers into your customers’ actual use of your product, you not only increase engagement, but you increase the attractiveness of your offers, helping boost your revenue. Use your customer journey map to plan events that trigger customized offers. Ask for Customer Feedback.

B2C 63

B2C Upselling Journey mapping B2B 63

AskNicely

JUNE 6, 2018

Back in April, Portland’s customer experience gurus gathered for the first-ever CX Obsession event. A membership-based inclusive approach to car care where customers are treated more like VIP guests and less like potential upsell targets. Love your feedback! Enter CRaaS: Car Repair as a Service. We’re just getting started.

Upselling 60

Upselling Customer centricity Feedback Sales 60

Interactions

JULY 9, 2020

A good Conversational AI vendor will support you by putting together a series of educational events and training for your agents, so make sure to ask about this area when you are vetting your vendor. It is always important to get and give feedback in the workplace. Let your agents shine.

Education 71

Education Upselling Best practices Contact Center 71

Call Experts

OCTOBER 5, 2023

Driving Revenue As explained by Contact Center Pipeline , effective call center agents can do more than just resolve issues; they can also upsell or cross-sell products and services, contributing to increased revenue. Gathering Valuable Insights Call centers generate a wealth of data and customer feedback.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

TeleDirect

JULY 1, 2021

The goal of every firm is to transition from prospecting to upselling – and that’s the main goal of any appointment setting platform. Telesales & upsells. Speaking of upselling – does your outbound system have a solid telesales & upsells application in place? Constant feedback.

Call Center 62

Call Center Upselling Healthcare outsourcing 62

Totango

DECEMBER 17, 2019

For example, the workflow for a winback campaign will be different than for an upsell or expansion opportunity. Gather Customer Feedback: Regularly gather customer feedback and adjust workflows as needed. Use an Early Warning System: Certain events within the customer journey require a response from a CS team member.

Best practices 63

Best practices Upselling Enterprise Feedback 63

Amity

JANUARY 30, 2018

We invited Maheen to the Amity office to present at one of our monthly Customer Success events. Moreover, renewals and upsells account for 70-95% of actual revenue. Tie CSMs compensation to upsells , cross-sells, and renewals. Find effective methods to share customer feedback internally.

Upselling 69

Upselling Accountability Sales SaaS 69

Enghouse Interactive

OCTOBER 27, 2021

Organizations are increasingly revisiting their operational investments with a focus on improving the customer experience (CX), hoping to minimize churn, grow revenue, and better position upsell and cross-sell initiatives while resolving specific customer issues, and meeting emerging needs. Extend Your Customer Data Gathering Capabilities

Upselling 85

Upselling Contact Center Analytics Surveys 85

Totango

JANUARY 30, 2020

Account Managers tend to react to renewal anniversaries, customer feedback, and the overall health of the customer experience. The two teams should continue to communicate throughout the customer journey so that the account management team is aware of the optimal times to pursue upsell and cross-sell opportunities.

Accountability 71

Accountability Management Upselling Enterprise 71

ProProfs Blog

APRIL 17, 2020

Upsells, cross-sells, and advanced features/plugins/add-ons that they don’t get with their standard subscriptions are only some of these sources. Increase your chances to upsell. . Then, based on the customers’ feedback, you should classify them into three groups: Detractors – those that gave you a score lower than 7.

Metrics 142

Metrics Customer retention SaaS Surveys 142

Amity

SEPTEMBER 25, 2017

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. Every week, Customer Success attends the Monday morning forecasting meeting with Sales and provides them with the feedback they need on what makes a customer successful.

B2C 0

B2C SaaS B2B Accountability 0

Totango

FEBRUARY 23, 2023

In addition to digging into the quantitative data, CS operations teams also consider qualitative inputs like user feedback, comments shared in NPS surveys, or even discussion notes from touchpoints with a CSM. Visit our events page frequently for future updates of where we’ll be. In 2023, Totango is taking its show on the road.

Metrics 89

Metrics Upselling Accountability Enterprise 89