Balto

JANUARY 17, 2025

Youre dealing with metrics and KPIs, sure, but also human emotions, tech stacks, and rapidly evolving customer expectations. Monitoring call center performance metrics is crucial for ensuring smooth customer interactions and motivated agents. Its part art, part science. Flip the script.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 18, 2025

Youre dealing with metrics and KPIs, sure, but also human emotions, tech stacks, and rapidly evolving customer expectations. Monitoring call center performance metrics is crucial for ensuring smooth customer interactions and motivated agents. Its part art, part science. Flip the script.

Best practices 52

Best practices Call Center Metrics Management 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.? Has a journey mapping exercise ever been conducted? Success Metrics for the Team. Success Metrics for the Project. Build a Team.

Analytics 93

Analytics Government Metrics Upselling 93

Real Blue Sky

NOVEMBER 21, 2023

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. These metrics act as a pulse check, revealing the health of various operations and initiatives.

Employee engagement 105

Employee engagement outsourcing Upselling Customer retention 105

Totango

FEBRUARY 5, 2019

With constant customer engagement and data monitoring, though, you can use change as an agent for personalizing your messaging and upselling your service. Help them benchmark their success by using statistics and accurate metrics so their growth becomes more visible. Maintaining Customer Success Effort.

SaaS 76

SaaS Upselling Customer retention Benchmark 76

Totango

JUNE 4, 2019

If the lifeblood phases of upsell, cross-sell, and renewal are outcomes based on customer experience , then direct customer testimony of that experience is invaluable. It can be used to generate insightful metrics that reveal product adoption rates, feature uptakes, escalations, and a customer’s progress on their journey.

Upselling 83

Upselling Feedback Enterprise Surveys 83

CustomerSuccessBox

OCTOBER 5, 2021

The following are the key considerations that you must look at (for improving retention, increase renewals & upsells, etc. Since they differ from firm to firm, tracking every metric out there doesn’t make economical sense. However, the one universal metric is the “Net Retention Rate (NRR)”. Let’s dive right onto it!

Upselling 59

Upselling SaaS Metrics Accountability 59

CustomerSuccessBox

JANUARY 24, 2019

On the other hand, customer success department is responsible for reducing churn (which in turn increases the LTV of the customers) and also upsells and cross-sells (which brings in additional revenue). Both the departments are measured on totally different metrics. Customer success department is success oriented.

Customer Support 67

Customer Support Upselling SaaS Transportation 67

Totango

SEPTEMBER 24, 2020

Customers seek out your product as a solution to a problem and a path to growth, and your ability to deliver on that promise, right from the outset, is key to ensuring they stay satisfied and continue growing their relationship with you through repeated renewals and upsells.

Enterprise 78

Enterprise Upselling Accountability SaaS 78

aircall

NOVEMBER 29, 2016

This can mean a tremendous loss of opportunities to upsell a client or to help product adoption. When it comes to the metrics of customer service, everyone can have access to data monitoring software in order to draw meaningful conclusions and make decisions accordingly. Customer service mistakes: You’re disregarding the data.

Customer Service 88

Customer Service Customer retention Metrics First call resolution 88

inmoment

JANUARY 14, 2020

Choose the right metrics. Measurement is valuable, but not all metrics are useful. To eliminate noise, focus on metrics that gauge progress toward specific business outcomes. lead to additional cross-sell or upsell opportunities? Leverage internal & external resources. . help retain existing customers?

Best practices 52

Best practices Upselling Metrics outsourcing 52

ClientSuccess

NOVEMBER 26, 2018

While many customer success managers (CSMs) are well-versed in the day-to-day activation and implementation conversations with customers, introducing them to additional services, turning them into advocates, and having upsell conversations, their customer marketing strategies and results can often fall short.

Marketing 56

Marketing Upselling SaaS Customer retention 56

JustCall

APRIL 4, 2023

So, make sure to: Track website traffic Analyze customer behavior Monitor sales metrics By using data to inform your sales strategy, you can improve your performance and make data-driven decisions. Upselling and Cross-selling Both these techniques are extremely effective in increasing sales revenue.

Call Center 52

Call Center Sales Inbound sales Upselling 52

aircall

DECEMBER 9, 2016

This presents you with opportunities for upselling and capitalizing on their loyalty towards a mutually beneficial relationship. But by upselling your existing customers and enticing them to make further purchases as they grow, it can ultimately yield a much higher ROI for your own business. This is by no means a light task.

Customer centricity 81

Customer centricity Customer retention Upselling Customer effort 81

Interaction Metrics

AUGUST 14, 2024

Here’s how the customer service consulting process works at Interaction Metrics: First, we mystery shop you and your competitors to gauge the current state of customer service at your company. Why Measurement Is the Key When you’re deciding which customer service consulting firm to work with, ask what metrics they’re measuring.

Consulting 62

Consulting Consulting Customer Service Surveys 62

CustomerSuccessBox

JUNE 18, 2021

It’s all about exercising all parts of the body, every week without skips. Retention, Renewal, and Upsell Strategies. Gross Retention Rate or Net Retention Rate- Which is the key customer retention metrics to track. Strategies to Increase Upsell and How to do it the right way in 2021 ? Customer Churn.

SaaS 52

SaaS B2B Customer retention Upselling 52

Amity

MARCH 24, 2017

Most companies have revenue engines that run on delicately intertwined gears of new logos, retention and upsell/cross-sell. customer growth metrics, on-boarding times, retention metrics, company sizes, customer LTV, overall time spent in support and managing customers) so start tracking data now! How We Did this at Influitive.

Accountability 56

Accountability Engineering Metrics Upselling 56

CustomerSuccessBox

FEBRUARY 2, 2022

Drive a gentle upselling process. One of the most obvious goals of an acquisition is to increase upsells of your product. The best way to succeed is to take a gentle, educational approach, and a referral procedure from existing CSMs to the appropriate upsells team. Learn about the strategies to increase upsells!

Upselling 52

Upselling Education Accountability Best practices 52

ChurnZero

JULY 9, 2020

Your results are ideally backed by hard ROI metrics to validate success, but sometimes the strongest outcome is a “soft” ROI metric, such as process improvements and productivity increases. The entire exercise of nominating your company could hold more value for your team than actually winning the award.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

inmoment

JANUARY 14, 2020

Choose the right metrics. Measurement is valuable, but not all metrics are useful. To eliminate noise, focus on metrics that gauge progress toward specific business outcomes. lead to additional cross-sell or upsell opportunities? Leverage internal & external resources. . help retain existing customers?

Best practices 40

Best practices Upselling Metrics outsourcing 40

JustCall

MARCH 6, 2023

Managers should ask themselves what they want to achieve, examine productivity metrics, and have clear objectives for these incentives for call center employees. To make this a collaborative exercise, there could be a monthly voting system for all employees to nominate the one person to be awarded.

Call Center 52

Call Center Gamification Metrics Upselling 52

ChurnZero

SEPTEMBER 20, 2024

Can keep customers informed and interested in new product releases and updates (company benefit: upsell/cross-sell) Small creative agency account manager. Grasps the importance of metrics like NRR; can keep the team organized with regular reporting (company benefit: retention and revenue growth) Product developer.

Journey mapping 52

Journey mapping Construction Upselling Accountability 52

ChurnZero

SEPTEMBER 27, 2024

Or is this exercise more effective if it applies to each product module your organization offers? Keishla: I think writing customer success objectives (CSOs) is a good exercise for the product as a whole, but I can see who you could have statements for modules or major features, especially if those are upsell opportunities or enhancements.

Best practices 52

Best practices Accountability Sales Feedback 52

Amity

AUGUST 17, 2016

Your management system should include metrics, training, coaching, and job aids to help set and reinforce the new habit. Note how segmentation correlates with usage, satisfaction, churn, upselling and cross-selling behaviours. Review and analyze the results every quarter. Refine the Value Proposition.

Upselling 51

Upselling Sales Coaching Marketing 51

Amity

MAY 12, 2014

Your management system should include metrics, training, coaching, and job aids to help set and reinforce the new habit. Note how segmentation correlates with usage, satisfaction, churn, upselling and cross-selling behaviors. Review and analyze the results every quarter. Refine the Value Proposition.

Upselling 51

Upselling Sales Coaching Marketing 51

ChurnZero

JUNE 3, 2022

VC and PE firms now ask founders about the metrics owned by CS teams, specifically NRR and GRR , within the first ten minutes of conversation. To understand why, here’s a little thought exercise. You Mon: Yes, it’s like my manager asked me for a metric that I’ve never heard of before, but I know your system does it.

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

VC and PE firms now ask founders about the metrics owned by CS teams, specifically NRR and GRR , within the first ten minutes of conversation. To understand why, here’s a little thought exercise. You Mon: Yes, it’s like my manager asked me for a metric that I’ve never heard of before, but I know your system does it.

SaaS 52

SaaS B2B Upselling Metrics 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.? Has a journey mapping exercise ever been conducted? You will need to establish metrics for measuring the success of employee training.

Analytics 43

Analytics Metrics Government Journey mapping 43

Global Response

DECEMBER 21, 2022

For this, doing audience research and creating customer personas can be a useful exercise to understand your audience better. Have regularly tracked metrics to measure customer satisfaction One of the best ways to measure if you’re meeting (or even exceeding!) customer expectations is by tracking a set of metrics regularly.

Feedback 62

Feedback Metrics Personalization Customer Experience 62

ThriveableBiz

FEBRUARY 27, 2022

THINK OF PEOPLE, NOT STATS It’s very easy to be immersed in data, if not overwhelmed, by an endless stream of metrics, KPIs etc. ENGAGE THE WHOLE BRAIN For good reason research is often a Left-Brain activity, tied-up in logic, metrics and facts. Which by the way is often more productive than a more generalised, catch-all exercise.

Surveys 52

Surveys Feedback Sales Benchmark 52

Nicereply

NOVEMBER 13, 2023

These skills help reps guide customers towards better solutions as well as help achieve business objectives, such as upselling or cross-selling for better revenue and profitability. It enables customer service reps to strike a balance between addressing customer needs promptly and providing high-quality service.

Customer Service 59

Customer Service Technical Support Upselling Personalization 59

ChurnZero

FEBRUARY 26, 2021

Hearing feedback firsthand from the customer gives Product teams added context and a better appreciation for the customer’s reality, which can be an eye-opening and perspective-shifting exercise. He also recommends internally sharing NPS feedback and finding ways to share the accountability for those metrics across departments.

Management 59

Management Feedback SaaS Sales 59

EPIC Connections

SEPTEMBER 10, 2018

If possible, these exercises should be performed BEFORE engaging with vendors, because alignment around the core framework positions clients to shortcut the buying and solution-design process, keeping them focused on needs. Solution Agility Best Practices. Who performs this work will dictate the cost of post-implementation changes.

Cloud contact 33

Cloud contact Contact Center Call flow Best practices 33

Help Scout

DECEMBER 5, 2018

This is an especially perplexing question for customer support teams, where measuring the impact of our actions on business metrics has always been a difficult exercise. Rather than offering every customer the same webinar or upsell opportunity, you can see exactly what your customer needs and offer that instead.

Customer Support 40

Customer Support Self service Upselling CRM 40

LiveChat

AUGUST 29, 2018

Product wish listed – Send an email showing upsells, additional products and bulk deals. As you can see, it looks glorious, it is very user-friendly, and it doesn’t take much to comprehend what the metrics mean due to the way they have been processed and how they are displayed. Auto-Response email example.

Advertising 28

Advertising Metrics Accountability Marketing 28

SmartKarrot

APRIL 20, 2023

This exercise is also very helpful in identifying the trends in customer behaviours and interests. Automated Reporting: Generate automated reports with up-to-date customer metrics, such as renewal rate and customer satisfaction rate, to track performance.

Chatbots 19

Chatbots Analytics Upselling Best practices 19

SmartKarrot

FEBRUARY 2, 2022

Irit Eizips adds “In the first decade of the customer success movement, we were just trying to figure out what’s the strategy – the pareto exercise where you know you take the 20% of the customers that serve you 80% of your total revenues for the year.” Like what you are reading? Sign up for our newsletter. contact-form-7].

Upselling 19

Upselling Best practices Sales Accountability 19