ShepHyken

JUNE 8, 2023

With the capability to collect and centralize volumes of data, ERP systems facilitate the in-depth analysis of valuable customer feedback. Ideally, what you want to be doing is eliminating silos, so customer feedback reaches all corners of your business.

Customer Experience 156

Customer Experience Upselling Accountability Feedback 156

ShepHyken

NOVEMBER 15, 2023

But the truth is everybody in CX has this colleague – it’s the customer. Earlier this year, CX Network’s Global State research found that 29% of practitioners are not actioning customer feedback at present. Your customers already know everything your CX strategy needs to achieve – it’s time to get them involved!

Morale 153

Morale Feedback Upselling Surveys 153

CSM Magazine

JANUARY 28, 2025

For example, a SaaS company might offer an in-app tutorial detailing their platform’s key features. For example, an apparel retailer with detailed sizing guides and style tips helps shoppers make confident buying decisions, reducing the likelihood of returns or dissatisfaction.

Education 52

Education Upselling SaaS Self service 52

Win the Customer

JANUARY 20, 2020

This also results in building more opportunities for upselling and cross-selling. This is an example of artificial intelligence in eCommerce. Natural language processing can be used to understand all the phrases a user makes about a brand in a review, complaints, feedback, and comments.

Chatbots 159

Chatbots Feedback Surveys Sales 159

ShepHyken

AUGUST 10, 2018

These are common examples of sites using predictive analytics catering to individual customer preferences. This matter of specialization doesn’t just relate to products but also to product discounts, promotions, upselling, and cross-selling. Have you ever gone down a rabbit hole of suggested videos on YouTube? Choosing Channels.

Analytics 168

Analytics Upselling Banking CRM 168

ShepHyken

JULY 31, 2020

Let’s take Acquire, for example. It is a great growth hacking tool for companies with continually evolving standards as it merges CX and customer service to help the customer understand your novel offerings, all the while increasing upselling opportunities and shortening the sales cycle.

Customer Experience 216

Customer Experience Customer Service Chatbots Upselling 216

CustomerSuccessBox

APRIL 27, 2022

Upselling is crucial for any B2B SaaS business. So, having B2B SaaS upselling strategies is vital for your business growth. If yes, then it might be time to set the ball rolling for an ‘Upsell’ conversation. Putting an upsell plan in place, knowing the strategies, etc. Why are B2B SaaS upselling strategies important?

Upselling 52

Upselling B2B SaaS Feedback 52

Nicereply

OCTOBER 11, 2024

How to measure customer satisfaction Measure customer satisfaction by analyzing results from surveys , feedback forms, reviews, and brand mentions. Take a look at the score breakdown on Beaches of Normandy’s review page below, for example. Look for recurring comments or trends in the feedback.

Customer retention 52

Customer retention Surveys Feedback Education 52

Totango

AUGUST 11, 2021

For example, if data indicates that a customer has not completed their account profile, a workflow can be triggered which sends the customer a reminder and a link to a tutorial on how to finish their profile. Use Customer Feedback to Refine Products and Services. Anticipate Customer Service Needs by Incorporating Automation.

Best practices 118

Best practices Customer Experience Upselling Interactive Voice Response 118

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 158

Accountability Feedback Sales Upselling 158

ChurnZero

NOVEMBER 26, 2024

For example, “Enterprise Customer Success Manager”. These might include providing product feedback or internal collaboration. For example, instead of saying “strong communication skills,” specify “ability to effectively communicate complex technical concepts to both technical and non-technical audiences.”

SaaS 52

SaaS Upselling Enterprise industry standards 52

Totango

NOVEMBER 23, 2021

For example, if you don’t know that a new customer is experiencing onboarding issues, you can’t reach out to help them. This, in turn, makes it difficult to intervene with customers who are at risk of churn, as well as challenging to spot upsell opportunities. You’re Having Challenges Collecting Customer Feedback.

Upselling 98

Upselling CRM Revenue potential Feedback 98

Lumoa

AUGUST 8, 2023

Unlocking the power of VoC feedback is vital to the success of any business. This article offers a comprehensive guide on how to analyze survey results efficiently, covering everything from the basics to advanced techniques, and provides actionable solutions to common challenges in customer feedback analysis faced by businesses today.

Surveys 78

Surveys Feedback Banking Best practices 78

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 126

Upselling Feedback Customer advocacy Surveys 126

TeleDirect

APRIL 7, 2021

For example, let’s say you have a lawncare service. Here are five proven ways to boost customer lifetime value: Offer high-value upsells. From premium subscriptions to additional services – using our lawncare service example, perhaps snow removal “upsell” in the winter – there are always opportunities to keep your clients satisfied.

Upselling 99

Upselling Business Process Outsourcing Call Center call center solutions 99

Totango

APRIL 2, 2019

Gather feedback. This is also a good time to add upsells to accounts that have high customer health scores. Health scores indicate which customers may be receptive to cross-sell or upsell offers and which ones might require extra attention from your success team. Gather Feedback. Customize notifications and health scores.

Journey mapping 110

Journey mapping Upselling Accountability Feedback 110

Totango

APRIL 5, 2022

For example, Totango’s SuccessPlay feature allows you to create automated workflows to follow up on NPS surveys, such as sending an upsell offer or referral invitation to customers who respond with a 9 or 10. Leverage satisfied customer responses for upselling conversions and referrals. Why Do You Need NPS Software?

Upselling 108

Upselling Surveys Analytics Customer retention 108

ShepHyken

JULY 1, 2022

Whether it is an overwhelming experience or an unforgettable one, it is instantly highlighted with feedback. . Grow revenues & increase sales through upselling & cross-selling . In the evolving times, all it takes is a click of a button on social media to make it viral! Metaverse in Travel Industry.

Airlines 191

Airlines Upselling Customer Experience Chatbots 191

Totango

AUGUST 16, 2022

Other types of apps that may support customer retention include software for dunning management, collecting user feedback, tracking customer loyalty and analyzing client behavior. Identifying customers in the market for upsell offers and referral invitations. Encouraging more significant product usage.

Customer retention 106

Customer retention Upselling CRM SaaS 106

Interaction Metrics

JANUARY 7, 2025

The discussion highlighted the synergy between scientific customer feedback and customer journey mapping, likening these two tools to the left foot and right foot of an effective CX strategy. For example: David the Work-from-Home Professional values reliability and will pay a premium for uninterrupted internet service.

Journey mapping 62

Journey mapping Consulting Consulting B2B 62

Nicereply

MARCH 16, 2022

Some treat Customer Experience as a synonym to Customer Success, others see Success and Support as part of the CX team, and still, others prefer it reports into Sales as a way to increase upsells and renewals. For example, a dedicated account manager and phone support for our highest value customers. What a fantastic model!

Sales 111

Sales Customer Experience Upselling Self service 111

CSM Magazine

FEBRUARY 5, 2025

” Example : A retail business could use AI to handle FAQs about returns, while seamlessly escalating more complicated questions to a human agent. Predictive Analytics and Sentiment Analysis AI algorithms analyze customer behavior , feedback, and conversations to understand sentiment and predict future needs.

Contact Center 52

Contact Center Chatbots Analytics Airlines 52

Callminer

SEPTEMBER 14, 2020

Their long-term role is also to make sure the call center is able to develop expertise, learn through the right feedback loops and test new approaches and features. For example, companies can ask their call agents to check on their customers concerning the pandemic. Examples would be: Selling products. Time spent waiting.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Totango

NOVEMBER 25, 2020

Feedback metrics like NPS and CSAT scores. Here are just a few examples: . Equipped with this knowledge, CS teams can create more opportunities for upsells/expansions, as well as reduce churn rates. . Example: A large number of customers are reaching a high product threshold. View and Act on Feedback.

CRM 112

CRM Upselling Metrics Accountability 112

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. upselling to the most loyal customers) Process changes (e.g.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

CSM Magazine

MARCH 24, 2025

Customer training through an LMS optimizes onboarding, lessens employee turnover (increases retention), and presents several opportunities for upselling. This can provide evidence that a particular employee can adequately understand your workplace compliance training materials and offer you feedback on the course.

Upselling 52

Upselling Education Feedback Management 52

Totango

JUNE 4, 2019

According to research by workplace collaboration specialist Atlassian, less than 1 in 5 people believe companies listen to their feedback. Whenever a customer offers feedback, they are giving you an opportunity to make them happy—or at least happier. Be sure you are capturing feedback at multiple levels as well.

Upselling 83

Upselling Feedback Enterprise Surveys 83

Lumoa

MAY 29, 2018

Upsell to existing customers =increase customer lifetime value, or CLV 4. The most precious information you can get from customer feedback is actually the text feedback that will help you to shape your business strategy. That's an example dashboard of impact drivers. Introduce a referral program =find new sales leads 3.

Upselling 83

Upselling Advertising SaaS Feedback 83

Method:CRM

AUGUST 25, 2022

Lead gen forms are a feature most CRMs offer — making this another example of how CRM increases customer satisfaction. One example of how CRM improves customer experience is with the digital marketing capabilities they offer businesses. Collect and act on customer feedback. More challenging time marketing to potential customers.

CRM 52

CRM Chatbots Self service Customer retention 52

ProProfs Blog

DECEMBER 11, 2020

Gaining better profits by recommending the right products during an upsell opportunity. Capture Customer Feedback Everytime. Once a chat or support ticket comes to an end, you need to send in a CSAT survey to your customers to capture their feedback. It’s quick and helps you collect feedback faster. Train Your Employees.

Metrics 148

Metrics Abandon rate Surveys Customer effort 148

Totango

MAY 6, 2022

Customer satisfaction : What kind of feedback are customers giving through metrics such as NPS and CSAT survey scores? You should consider pursuing value-adding engagements, such as offering upsells or inviting referrals. Customer sentiment : How do customers feel when interacting with your brand and product?

Best practices 124

Best practices Upselling Metrics Journey mapping 124

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 113

SaaS Journey mapping B2B Upselling 113

Lumoa

APRIL 4, 2023

Gather and Analyze Feedback Wrapping Up What Is a Customer Engagement Strategy? A solid customer engagement strategy produces: Meaningful connections with customers Customer feedback Increased loyalty over time These benefits build upon each other. Loyalty’s main benefit is the opportunity to upsell. Personalization 2.

Upselling 78

Upselling Feedback Personalization Chatbots 78

Totango

DECEMBER 29, 2021

This promotes customer satisfaction, benefiting your clients and bringing your business higher retention rates and upsell revenue. Feedback from CSAT surveys and other customer satisfaction surveys lets you listen to what your customers want and need to drive their business outcomes. Use Your Data to Plan New Features.

Customer centricity 104

Customer centricity SaaS Upselling Metrics 104

TechSee

SEPTEMBER 24, 2019

If Customer Service has not yet resolved a customer’s issue, a planned upsell should be delayed. For example, imagine that you’ve recently subscribed to a new lawn service. When Sales renews a service contract, Marketing must be made aware of the transaction so their messaging can be tailored appropriately.

Customer Experience 150

Customer Experience Self service Banking Analytics 150

Quality Contact Solutions

JANUARY 27, 2022

For example, selling the main widget and offering a completely unrelated cog will certainly not make sense to the customer. Increase Sales by Upselling. Upselling is another common technique to increase sales but cannot be rooted in the sole purpose of increasing sales.

Sales 98

Sales Upselling B2C Best practices 98

TeamSupport

MARCH 3, 2021

For example, if multiple clients contacted customer support about a capability, a tool, or feature the product didn't offer, businesses can use this insight to improve their offering and maintain lasting relationships. Companies should also conduct research to determine the strong points of their customer experiences that lead to retention.

B2B 98

B2B Upselling Customer retention Customer Support 98