Win the Customer

JANUARY 20, 2020

This article will look at why a business should integrate live chat as well as AI to their eCommerce business as well as how to integrate them correctly to your eCommerce business. This also results in building more opportunities for upselling and cross-selling. How Can You Integrate Live Chat to Your eCommerce Business?

Chatbots 159

Chatbots Feedback Surveys Sales 159

Callminer

JUNE 3, 2019

Let’s run through some of the triggers that send employees running in the other direction and how managers can help stop the cycle: Poor feedback is stunting agent growth. This holds especially true for call center agents who interact with thousands of customers per month, but only receive feedback on < 5% of these conversations.

Best practices 140

Best practices Average Handle Time Coaching Analytics 140

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. There’s also the cross-functional work CSMs excel at such as engaging with Product for feedback and roadmap planning, Support for ticket escalation, and Marketing for customer stories. You need specialists.

Upselling 98

Upselling SaaS Sales Accountability 98

ShepHyken

JULY 26, 2021

How to Build Customer Loyalty with a Thank You Page by Thomas Griffin. More than just saying, “Thank you,” you can share more product information, get the customer to subscribe to your blog, upsell and cross-sell, ask for reviews, and more. Dissatisfied employees were more than 2.5

Customer Service 272

Customer Service Customer retention Contact Center Upselling 272

Lumoa

FEBRUARY 20, 2018

Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing and acting on the customer feedback, you’ll be able to start taking the customer experience in control. How to analyze customer feedback in different languages?

Customer Experience 141

Customer Experience Customer centricity Feedback Metrics 141

ChurnZero

DECEMBER 17, 2021

In the SaaS industry, Customer Success upsell and cross-sell opportunities are commonly incorporated into expansion management. How to Identify a Customer Expansion Opportunity. Don’t nudge customers toward a cross-sell or upsell when they’ve only just finished their onboarding process. Sort Customers Into Cohorts.

Management 98

Management Upselling SaaS Education 98

ProProfs Blog

DECEMBER 16, 2020

In this blog, we’ll explore how live chat can help your business during the holiday season and seven ways to help you handle live chat support during holidays. In an additional section, we’ll briefly explore how you can use live chat to drive conversions during the holiday season and how to manage post-holiday rush in chat requests.

Management 147

Management Chatbots Sales Upselling 147

ShepHyken

JUNE 8, 2023

It discusses customer experience gaps that hinder profitability and how to close them. 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

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 108

Journey mapping Upselling Accountability Feedback 108

ShepHyken

JANUARY 10, 2022

Target Delight Instead of Satisfaction | How to Drive Delight the Mercedes-Benz Way by Joseph Michelli. Customer Service Is the New Upsell by David Wagoner. Second, it’s good customer service to appropriately upsell or cross-sell existing customers. First is the compelling stats and facts around the benefit of repeat business.

Customer Service 201

Customer Service Upselling Sales Customer retention 201

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

ShepHyken

NOVEMBER 15, 2023

She shares the research that confirms customers are being ignored – and explains how to listen better. A colleague who knows which prompts your chatbot needs to address and how much personalization is too much? This week, we feature an article by Melanie Mingas, editor-in-chief at CX Network.

Morale 155

Morale Feedback Upselling Surveys 155

ProProfs Blog

APRIL 17, 2020

How to calculate metrics to measure customer success properly. How to improve the metrics for measuring customer success. How to Measure Customer Churn Rate? Customer Churn Rate Formula: How to Improve Customer Churn Rate? How to Measure Monthly Recurring Revenue Rate? How to Measure Expansion MRR Rate?

Metrics 142

Metrics Customer retention SaaS Surveys 142

Totango

DECEMBER 29, 2021

Knowing how to build a customer-centric roadmap helps you align your product development with what your clients truly want. This promotes customer satisfaction, benefiting your clients and bringing your business higher retention rates and upsell revenue. Why You Need to Know How to Build a Customer-Centric Roadmap.

Customer centricity 101

Customer centricity SaaS Upselling Metrics 101

Totango

AUGUST 11, 2022

Learn How to Build Client Relationships Digitally: 14 Proven Tactics. Knowing how to build client relationships digitally is critical for SaaS businesses. In this article, we’ll show you how to build client relationships digitally with your SaaS customers. Customer satisfaction and feedback surveys. Upsell purchases.

SaaS 110

SaaS Journey mapping B2B Feedback 110

Totango

NOVEMBER 3, 2021

After diving deeper into what the Net Promoter Score question is and what it tells you, we’ll cover some tips on how to ask the NPS question the right way and how to follow up after conducting an NPS survey. In the process, we’ll look at how technology can help you optimize the results you get from using NPS surveys.

Best practices 100

Best practices Surveys Upselling Journey mapping 100

Totango

NOVEMBER 3, 2021

After diving deeper into what the Net Promoter Score question is and what it tells you, we’ll cover some tips on how to ask the NPS question the right way and how to follow up after conducting an NPS survey. In the process, we’ll look at how technology can help you optimize the results you get from using NPS surveys.

Best practices 99

Best practices Surveys Upselling Journey mapping 99

GetFeedback

AUGUST 30, 2019

How to use surveys to engage your audience. Regardless of how many questions you set, make sure to check the completion rate and optimize the survey if appropriate. How to use a survey to qualify a lead. Sent after purchase, they let you ask customers to feedback on their experience with you. Qualifying leads.

Surveys 110

Surveys Entertainment Benchmark Upselling 110

CSM Magazine

MARCH 24, 2022

It is common knowledge that the retail industry thrives on positive customer interactions and feedback, so when reviewing the ways in which organizations can grow and remain competitive in their field, it is vital to craft plans that revolve around optimizing the customer experience. In retail, the customer is king.

Customer Experience 119

Customer Experience Self service Analytics Upselling 119

Totango

NOVEMBER 3, 2021

After diving deeper into what the Net Promoter Score question is and what it tells you, we’ll cover some tips on how to ask the NPS question the right way and how to follow up after conducting an NPS survey. In the process, we’ll look at how technology can help you optimize the results you get from using NPS surveys.

Best practices 97

Best practices Surveys Upselling Journey mapping 97

NobelBiz

SEPTEMBER 3, 2024

In this article, we’ll be discussing how to measure call center productivity, common causes of low productivity, and methods to boost efficiency in your call center. How to Calculate Call Center Productivity? Check it out The post How To Increase Call Center Productivity? That said, you must calculate it correctly, first.

Call Center 98

Call Center Morale First call resolution Abandon Call 98

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

Totango

MAY 5, 2021

Anticipating which customers are viable candidates for upsell/cross-sell opportunities. Totango’s Voice of the Customer SuccessBLOC helps you create a customer-centric experience by allowing you to gather, analyze, and incorporate customer feedback into your customer success strategies. What do you have to lose?

Customer Experience 118

Customer Experience Education Customer centricity Metrics 118

Totango

AUGUST 14, 2020

As part of the roll-out of their new customer success program, Lucid wanted to focus on how to manage and engage their key stakeholders. 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?

Accountability 157

Accountability Feedback Sales Upselling 157

Totango

JUNE 11, 2019

Customer Success Challenges and How to Face Them. And listen to feedback, as a customer’s goals can always evolve. It offers the capabilities your team needs to make escalations better and it collects feedback you can use to prevent future escalations. You may not have the right processes in place.

Customer centricity 94

Customer centricity Best practices Upselling Feedback 94

Pointillist

JULY 25, 2018

Learning how to choose the best customer journey analytics platform is just the start. Whether you’re just starting to evaluate an investment in a customer journey analytics platform or you’ve already made the decision and have chosen a vendor, it’s time to think about how to implement customer journey analytics in your organization.

Analytics 93

Analytics Government Metrics APIs 93

Fonolo

MARCH 28, 2023

If you’re considering a career as a customer experience manager for a contact center, this blog post will guide you on how to get there. Implementing new technology may also be required. Monitoring customer satisfaction levels: A customer experience manager will evaluate feedback and monitor trends. CX matters!

Customer Experience 81

Customer Experience Management Contact Center Call Center 81

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.

Best practices 118

Best practices Customer Experience Upselling Interactive Voice Response 118

ShepHyken

JULY 31, 2020

Acquire’s co-browsing feature helps you show the customer how to use your product instead of telling them. The Manager of User Research operations at InVision , Lindsey Redinger, said that: “The most important piece of capturing NPS is the ability to solicit that qualitative feedback from those people who complete the survey.”.

Customer Experience 218

Customer Experience Customer Service Chatbots Upselling 218

TeleDirect

APRIL 7, 2021

For those faithful clients who’ve been with you a while, knowing how to improve customer lifetime value (CLV) is a critical element of solid business growth. But what exactly is CLV, and how can you use it to boost your bottom line? Let’s look at some ways on how to improve customer lifetime value. But what else can you do?

Upselling 99

Upselling Business Process Outsourcing Call Center call center solutions 99

ChurnZero

JUNE 15, 2023

I sat down with Ethan Riley , senior customer success manager at ChurnZero to talk about how customer success teams can use product usage data to their advantage as well as common obstacles to getting started and how to overcome them. Ethan: Product usage data refers to information collected about how people use a product.

Accountability 96

Accountability Upselling Analytics Metrics 96

ProProfs Blog

DECEMBER 11, 2020

Gaining better profits by recommending the right products during an upsell opportunity. How to Calculate Customer Satisfaction (CSAT) Score? “ How to measure customer satisfaction? ” Well, with a direct metric you’ll know how. How to Improve Your Customer Satisfaction (CSAT) Score? Improving customer engagement.

Metrics 148

Metrics Abandon rate Surveys Customer effort 148

Totango

JULY 19, 2021

They must know how to educate customers so that they will receive value from the product quickly. An understanding of how to apply the insights generated by analytics. You’ll see how valuable these skills are when your customer success team drives retention, lowers churn, and collects customer feedback. Onboarding.

Upselling 125

Upselling Feedback Surveys Customer advocacy 125

CSM Magazine

JULY 22, 2021

While good for business, this exponential growth makes it difficult for companies to collect feedback and insights from individual users and fully hone in on their customer experience. Communities furthermore, lower service costs and dramatically affect retention and upsell. High engagement aids brand awareness and market positioning.

Advertising 98

Advertising SaaS B2C Best practices 98

Totango

MAY 21, 2019

They trust your brand and are more likely to spread word-of-mouth advertising or accept an upsell. In order to do this, you need to communicate with your customers, listen to their feedback, and constantly be on the lookout for new ways to provide value. This is especially true during onboarding. 4: Poor Customer Engagement.

Customer centricity 88

Customer centricity Education Upselling Advertising 88

ChurnZero

JANUARY 6, 2022

Customer Feedback. Tactical Outcome-Based Metrics (Think: How “X” Impacts “Y”). Revenue Forecasting (Renewals, Expansion, Upsells, etc.). Does a QBR identify user feedback that drives end user engagement and renewal? Customer Satisfaction Score (CSAT) / Customer Effort Score (CES). Renewal Rate.

Metrics 98

Metrics Journey mapping SaaS Sales 98

Method:CRM

JULY 11, 2022

But how do you plan for and execute effective customer experience improvement? Read on to find everything you need to know on how to improve customer experience. To fully learn how to improve customer experience, you need to understand the role customer service plays in the process. Get better customer feedback.

Customer Experience 92

Customer Experience Journey mapping CRM Metrics 92