Help Scout

JULY 20, 2021

In this post, we’ll explore the fundamental concepts of a customer-oriented culture, give some examples of customer-oriented companies and how they function, and break down the steps of how you can encourage a customer-oriented perspective within your team and company. Take, for example, the iPod.

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Sales Feedback Metrics Surveys 145

Beyond Philosophy

MAY 7, 2020

Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. Moreover, they want to upsell you, which is more likely to occur when you like them.

Customer centricity 436

Customer centricity Technical Support Consulting Consulting 436

ShepHyken

JUNE 13, 2016

When Upselling Makes for a Bad Customer Service Experience by Conversational. My Comment: Don’t you just hate when you call for support and the customer service rep tries to upsell you to spending more with them? Yes, there are companies that abuse the privilege to upsell, and this article shares three of them.

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Customer Service Upselling B2C Customer retention 208

ChurnZero

OCTOBER 16, 2020

Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. These “unicorn” CSMs being those who are customer-focused and responsive yet have the executive acumen to maintain a strategic conversation and the business confidence to ask for an expansion or upsell.

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Upselling SaaS Sales Accountability 98

ChurnZero

JULY 22, 2021

In this article, we cover the top considerations for identifying that best fit, as well as examples of expansion scenarios for applying the rules. Are your expansion pathways (cross-sells and upsells) more transactional or complex in nature? Rules of Engagement Scenario Examples. Example: New deals (i.e.,

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Sales Upselling Enterprise SaaS 98

ShepHyken

NOVEMBER 24, 2020

For example, send a video proposal instead of a PDF, or send a video recap to a decisionmaker after an important call. Video can also be used to cross-sell or upsell in the right scenarios. Video is a very powerful and effective tool and can be used for a variety of purposes.

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Upselling Sales Marketing Customer Service 47

ShepHyken

DECEMBER 9, 2022

Some examples of brand expectations include providing excellent customer service, having a well-designed website, and offering high-quality products or services. Increased cross-selling and upselling opportunities . Some of the benefits of using a contact center CRM include:  . Reduced customer churn . Improved customer retention

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Sales CRM Contact Center Customer retention 314

ShepHyken

SEPTEMBER 20, 2019

For example, if sales updates information about a customer contact in a CRM system, that information will be pushed to the support software so both teams have the most relevant data. Walk in your customer’s shoes for a moment. Colleagues want to know that the cross-team information they are providing the support team isn’t being ignored.

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B2B Customer Support CRM B2C 281

Outsource Consultants

FEBRUARY 25, 2025

For example, a call center might identify a common issue with a product’s packaging, leading to improvements that reduce returns and increase customer satisfaction. Master the Art of Upselling and Cross-selling Upselling and cross-selling are powerful techniques that can boost your ecommerce sales significantly.

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Call Center Sales outsourcing Technical Support 67

ChurnZero

MARCH 14, 2025

Will CSMs struggle to maintain a customer-first mindset and spend all their time on upsells, rather than learning about their big picture goals and helping them navigate the path to get there? Will the customer trust their customer success manager (CSM) if theyre more focused on dollars and cents than building a relationship with them?

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Upselling Sales Customer retention Consulting 52

Myra Golden Media

APRIL 23, 2020

Learning Objectives: Recognize examples of pushing when dealing with a customer. Discover the elements of effective listening—including how to listen with the intent to understand instead of the intent to reply—as well as how to find upsell opportunities and create calm with an angry customer. Building Rapport with Customers.

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Customer Service Upselling Personalization Customer Support 303

ShepHyken

FEBRUARY 11, 2022

After auditing your order confirmation sequence and ensuring customers have some peace of mind, you can dive deeper into some post-purchase strategies, such as upselling and cross-selling. . Below is an example of what this looks like: . . See the example below from Relay Foods: . Optimize your ‘Thank You’ page.

Customer Experience 174

Customer Experience Upselling Marketing Personalization 174

ShepHyken

JUNE 8, 2023

According to Salesforce , your brand’s overall experience is just as important to 88% of your customers as the product you’re selling.

Customer Experience 156

Customer Experience Upselling Accountability Feedback 156

TeleDirect

DECEMBER 24, 2024

Example: Streaming platforms like Netflix use AI to recommend content based on viewing history, creating a hyper-personalized experience that keeps users engaged. Example: Retailers like Sephora provide consistent experiences across in-store, online, and mobile app interactions, enabling customers to transition effortlessly between channels.

Customer Service 62

Customer Service Analytics Airlines CRM 62

ChurnZero

FEBRUARY 7, 2025

For example, if a customer has recently interacted with support or shown a decline in product usage, CS teams can proactively intervene. Leverage their combined insights to tailor upsell campaigns, resulting in a 20% increase in upsell conversions within a quarter.

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CRM Upselling Best practices Analytics 59

TechSee

FEBRUARY 19, 2025

These are just a few examples of how Connectivity Guru is already beginning to transform service and CX for enterprises across Telecom, Smart Home, Home Security, Consumer Electronics, and more. With just a few taps and Jen’s signature, Jen upgrades her WiFi service package – improving FiberCo’s revenue and Jens’ CX.

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Consulting Consulting CRM Upselling 109

ChurnZero

JANUARY 31, 2025

But it doesnt know that this is a healthy customer whom you intend to upsell next quarter. When you centralize your AI, you can get a clear answer from a single platform vendor about how they do itfor example, ChurnZero requires that our AI vendors do not use customer data to train their models.

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Upselling Engineering Enterprise Marketing 97

Totango

JULY 29, 2022

Did you know that 70% of revenue in a subscription-based business comes from existing customer renewals and upsells? In order to ensure renewals and maximize upsell opportunities, it’s important to consistently provide value throughout the entire customer journey. Customer Expansion at its Core .

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Upselling Enterprise Accountability Metrics 118

Call Design

JANUARY 21, 2021

During these calls, AI can suggest specific products for your agents to upsell to customers. For example, Performance Management software is a robust performance management system designed to improve agent efficiency and productivity, which can significantly extend beyond the contact centre. Upgrade Old Technology.

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Upselling Coaching Consulting Consulting 167

ShepHyken

AUGUST 22, 2023

For example, if you’ve ever talked to a customer service agent who uses your name repeatedly to the point that it seems disingenuous, the effort to personalize fails. Another example came in the form of an email I recently received from a sales rep. This isn’t a traditional sales pitch. It’s based on what you know about the customer.

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Personalization Upselling Sales Customer Service 156

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

ShepHyken

OCTOBER 1, 2022

For example, a current customer would submit a help ticket and start getting help on how to fix the problem. But because customer support wasn’t sharing information with our sales team, the customer would also get sales messages trying to upsell on the next tier. . At JustReachOut, this led to customer confusion and frustration. .

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Sales Marketing Customer Service Upselling 174

ProProfs Blog

DECEMBER 4, 2020

A great example of this is how Netflix is combining customer service and product promotions with its social accounts. Identify Opportunities to Upsell & Cross-sell. Both marketing and customer service teams can help you cross-sell and upsell that ultimately helps you boost your revenues. Take Amazon for example.

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Marketing Customer Service Upselling Customer Support 147

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

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.

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Analytics Upselling Banking CRM 168

TechSee

JUNE 30, 2021

For example: Mike is a service technician who works for an appliance manufacturer. While installing the range, Mike pointed out that their hood needed to be replaced, earning himself a bonus for the upsell. For example, Ann is a medical device technician who services equipment in healthcare facilities. But on Tuesday….Mike’s

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Construction Upselling Healthcare Enterprise 164

TechSee

SEPTEMBER 26, 2024

Below are a few examples. For example, while Agentic AI could technically handle customer churn issues, many brands will look to maintain a high level of human connection when handling these high-value interactions. Key areas where the ROI of Agentic AI is clear is when the AI helps reduce costs and overhead.

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Average Handle Time Upselling Enterprise Technical Support 124

ChurnZero

MAY 25, 2023

For example, survey research shows about half (50.2%) of all CS teams surveyed are directly responsible for customer renewals. While renewals are a central aspect of CS work, many Customer Success Managers (CSMs) have a mandate for upsells. In this approach, a renewal, upsell, or downsell is either completely in or completely out.

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Upselling Metrics Surveys Accountability 97

Totango

FEBRUARY 9, 2024

For example, let’s say your MRR at the start of the month was $100,000, your MRR from renewals at the end of the month was $95,000, you lost $2,500 from churn, and you lost another $2,500 from downgrades. Multiply that total by 100 to convert the result to a percentage. What is net retention?

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Upselling Metrics Enterprise Best practices 115

ChurnZero

NOVEMBER 26, 2024

For example, “Enterprise Customer Success Manager”. For example, instead of saying “strong communication skills,” specify “ability to effectively communicate complex technical concepts to both technical and non-technical audiences.” Let’s go back to our CSM role as an example.

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SaaS Upselling Enterprise industry standards 52

TechSee

MARCH 30, 2021

Through regular contact with customers, they are positioned to build the kind of valuable relationships that can more easily drive revenue through upsells, like extended warranties, service contracts, or replacement parts. And research shows that upselling increases revenue by 10-30% on average. Access it here. The post Need Mo’ Money?

Customer Service 109

Customer Service Upselling Self service Contact Center 109

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. Messages carry the greatest impact on improving the customer experience when they are personalized to speak to individual needs.

Best practices 118

Best practices Customer Experience Upselling Interactive Voice Response 118

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. These things are valuable and essential.

Contact Center 195

Contact Center Upselling Education Engineering 195

ShepHyken

NOVEMBER 15, 2023

For example, if a general customer satisfaction survey signals lower satisfaction levels on a certain day of the week, focus groups or customer interviews can then dive into the potential reasons. Your customers already know everything your CX strategy needs to achieve – it’s time to get them involved!

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Morale Feedback Upselling Surveys 153

TechSee

MARCH 1, 2021

” These lines – uttered with every Mickey D order – are probably the most famous upsell and cross-sell out there. For example, ThyssenKrupp claims that its predictive maintenance solution has dramatically increased elevator availability by employing real-time diagnostics that reduce out-of-service time.

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Sales Technology Customer Service Chatbots 124

TechSee

JANUARY 29, 2019

Some examples: Computer Vision in Sales & Commerce. Computer vision can be a force multiplier for adding more essential insights for customer upsells and cross sales. For example, a customer would like to buy a new sofa that fits his living room. For example, a customer calls in reporting trouble with his coffee machine.

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CRM Personalization Self service Sales 164

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. Your Upsells Are Going Down. Your Escalations Are Going Up.

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Upselling CRM Revenue potential Feedback 98