Totango

JULY 19, 2021

You’ll see how valuable these skills are when your customer success team drives retention, lowers churn, and collects customer feedback. Not only will your customer success team solve customers’ problems, but they will also help customers have a voice within your company by sharing and acting on their feedback. Onboarding.

Upselling 124

Upselling Feedback Surveys Customer advocacy 124

Hodusoft

JULY 2, 2024

” The event brought together Subject Matter Experts, Mr. Vasant Gohil (Business Development at HoduSoft- Southern & West Africa) and Dr. Ruth B. High Call Volume: Long wait times & high turnover rates in contact centers lead to increased abandonment rates and missed opportunities for upselling and cross-selling.

Agent burnout 52

Agent burnout Customer Experience Abandon rate Average Handle Time 52

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

AUGUST 14, 2020

Audience: When it comes to relaying feedback to internal stakeholders, what tools do you use to collect customer feedback, share it internally, and present it in a clear way? Collect & document feedback . Identify feedback provider and organization. As part of that we: . Map stakeholder type.

Accountability 157

Accountability Feedback Sales Upselling 157

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

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 65

Upselling Accountability Customer retention Metrics 65

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 114

SaaS Journey mapping Upselling Best practices 114

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

ShepHyken

AUGUST 10, 2018

PCA utilizes historical data from a CRM to guess the likelihood of future events. This matter of specialization doesn’t just relate to products but also to product discounts, promotions, upselling, and cross-selling. These predictions aren’t without error, but they assist in making informed decisions concerning customers.

Analytics 168

Analytics Upselling Banking CRM 168

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 62

B2C Upselling Journey mapping B2B 62

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

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

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 99

Best practices Surveys Upselling Journey mapping 99

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 97

Best practices Surveys Upselling Journey mapping 97

CustomerSuccessBox

JUNE 20, 2022

Detect and Act on Upsell & Cross-sell Opportunities. A Customer Success software monitors product usage and engagement level to identify the upsell signals. Thereby you will be able to create alerts and tasks to act upon so that you never miss on any upsell and cross-sell opportunities. Improve user onboarding.

Upselling 52

Upselling SaaS CRM Multi-channel support 52

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 87

SaaS Upselling Enterprise Best practices 87

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

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

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

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 96

Metrics Accountability Upselling Enterprise 96

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

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 108

Management Best practices Upselling Accountability 108

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 109

SaaS Journey mapping B2B Feedback 109

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 62

Best practices Upselling Enterprise Feedback 62

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

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

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

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 86

Metrics Upselling Accountability Enterprise 86

inSided

OCTOBER 1, 2022

According to Alex Farmer, VP of Customer Success at Cognite, the first step on your community roadmap should be to unify all of the one-to-many events and content in one place. Make community your “cover sheet” or the central entry point for your customers to find the content, knowledge, events, answers, or whatever they are seeking.

Upselling 52

Upselling Accountability Sales outsourcing 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

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

Inbenta

DECEMBER 14, 2021

They can push promotions in a specific timeframe and recommend or upsell insurance plans by making suitable suggestions at exactly the right moment. Support diversification by recommending, cross-selling, or upselling appropriate products. Engage: Get feedback, receive complaints.

Chatbots 52

Chatbots Upselling Average Handle Time Analytics 52

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

Education Services Group

JUNE 4, 2019

Furthermore, existing customers are more likely to become advocates for your brand to help attract new customers, more likely to spend on new products, and more likely to spend more on cross-sells and upsells. Create Events Where Prospects and Customers Can Mingle. That’s why customer communication is so important.

Marketing 53

Marketing Best practices Upselling Feedback 53

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

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 87

Customer Experience Education Customer centricity Metrics 87

Totango

OCTOBER 29, 2019

You’ll see how valuable these skills are when your customer success team drives retention, lowers churn, and collects customer feedback. Not only will your CS team solve customers’ problems, but they will also help customers have a voice within your company by sharing and acting on their feedback. 5: Collect Customer Feedback.

Upselling 61

Upselling Feedback Customer advocacy Accountability 61