ShepHyken

NOVEMBER 15, 2023

What if this colleague was then excluded from all strategy meetings and decision-making? 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.

Morale 160

Morale Feedback Upselling Surveys 160

CCNG

JULY 3, 2024

BENEFITS OF CONTACT CENTER OUTSOURCING With contact center outsourcing, a business becomes more agile and flexible, ready to meet customer requirements and scale up or down as needed. Most reputed contact center providers would have an hawk-eye on meeting the SLA’s and ensuring that they are delivering on their promise.

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

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

ClientSuccess

OCTOBER 18, 2022

Modern CSMs are now responsible for the full spectrum of customer conversations, including those trickier ones that may center around strategic initiatives such as renewals, upsells, expansion opportunities, or, in some cases, executive concerns. . Before the meeting, provide an agenda to all participants to keep everyone on track.

Best practices 72

Best practices Upselling Coaching Accountability 72

CCNG

APRIL 27, 2022

Of the 70 to 80 hours a week I worked, I spent 5% of my day meeting with the account executives trying to calm down clients and in the warehouse trying to calm down employees that thought we were going to go out of business. I would harness their ideas and run the game plan by them; then they would give me feedback.

CCNG 195

CCNG Contact Center Scripts Feedback 195

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

Totango

JULY 19, 2021

They should be quick to understand customer needs and how your product can meet them. . You’ll see how valuable these skills are when your customer success team drives retention, lowers churn, and collects customer feedback. Customer success teams are taking more responsibility in helping businesses meet revenue targets.

Upselling 125

Upselling Feedback Surveys Customer advocacy 125

Global Response

DECEMBER 21, 2022

Customer experiences are paramount in the modern consumer experience—so brands that can meet—and exceed—customer expectations have a major leg up against their competitors. As a result, brands who can offer immediate services and solutions for customers will have an upper hand on meeting and exceeding customer expectations.

Feedback 62

Feedback Metrics Personalization Customer Experience 62

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

Totango

AUGUST 11, 2021

Use Customer Feedback to Refine Products and Services. To evaluate the quality of your customer service and experience, it’s important to solicit customer feedback. Monitor customer feedback to help ensure that your customer experience strategy is delivering the desired results.

Best practices 118

Best practices Customer Experience Upselling Interactive Voice Response 118

Lumoa

AUGUST 8, 2023

By understanding the key insights hidden within your survey data, you can address specific customer concerns, tailor your products and services to meet their needs and stay ahead of the competition. Unlocking the power of VoC feedback is vital to the success of any business. This feedback helps inform how they operate going forward.

Surveys 78

Surveys Feedback Banking Best practices 78

Totango

NOVEMBER 23, 2021

They can store customer contact data, identify sales opportunities, schedule sales appointments, record notes from sales meetings and manage sales teams. 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.

Upselling 95

Upselling CRM Revenue potential Feedback 95

Callminer

SEPTEMBER 14, 2020

They serve as a bridge between IT and other business functions, making data-driven recommendations that meet business requirements and improve processes while optimizing costs. Meet Our Panel of Business Analysts & Call Center Leaders: William Taylor. Allan Borch. Van Goodwin. Carol Tompkins. Jesse Silkoff. Andrew Tillery.

Call Center 182

Call Center Analytics First call resolution Metrics 182

ChurnZero

DECEMBER 17, 2021

In the SaaS industry, Customer Success upsell and cross-sell opportunities are commonly incorporated into expansion management. Don’t nudge customers toward a cross-sell or upsell when they’ve only just finished their onboarding process. Any Customer Success upsell or cross-sell offer must be timed perfectly.

Management 98

Management Upselling SaaS Education 98

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. We’ve also gotten great feedback from our customers about this model. Success is responsible for the retention and upsells.

Sales 111

Sales Customer Experience Upselling Self service 111

CCNG

OCTOBER 19, 2022

Gartner, 2021) 8 in 10 consumers report that businesses are meeting or exceeding their expectations for service, compared to 67 percent in 2014. Temkin, 2017) After a bad experience, 30% of consumers tell the company, 50% tell their friends, and 15% provide feedback online. PwC, 2017).

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Totango

DECEMBER 29, 2021

This promotes customer satisfaction, benefiting your clients and bringing your business higher retention rates and upsell revenue. A customer-centric product roadmap meets the needs of today’s digital-driven SaaS market. This promotes higher customer satisfaction, leading to more retention and upsell revenue for your business.

Customer centricity 101

Customer centricity SaaS Upselling Metrics 101

Totango

AUGUST 16, 2022

Then, we’ll offer some tips for using your customer retention management system to meet your customer success goals for each stage of your client’s lifecycle. Other types of apps that may support customer retention include software for dunning management, collecting user feedback, tracking customer loyalty and analyzing client behavior.

Customer retention 103

Customer retention Upselling CRM SaaS 103

GetFeedback

MAY 9, 2019

We’ll go into more detail below as to why, but for now, here is our definition: Great customer experience means meeting or exceeding the expectations of your customer during all interactions with your company. We don’t expect it as consumers—we anticipate that brands will always meet our needs and wants. We won’t mind. . 73% of U.S.

Customer Experience 134

Customer Experience Metrics Journey mapping Customer centricity 134

ProProfs Blog

DECEMBER 11, 2020

Gaining better profits by recommending the right products during an upsell opportunity. This metric helps you identify if your customers are satisfied with your services and the products you sell or if your brand meets their expectations. Capture Customer Feedback Everytime. These can also help you in: Preventing customer churn.

Metrics 148

Metrics Abandon rate Surveys Customer effort 148

ProProfs Blog

AUGUST 14, 2020

It would help your business meet their expectation of instant response with human touch effectively. To know what your prospective buyers really think, you need a tool that helps you capture their feedback efficiently. This will highlight your willingness to help them find a solution and whether it meets their expectations.

Analytics 174

Analytics B2B Education Feedback 174

Totango

NOVEMBER 25, 2020

Feedback metrics like NPS and CSAT scores. Equipped with this knowledge, CS teams can create more opportunities for upsells/expansions, as well as reduce churn rates. . Difficult to share data in context with the team without needing a meeting. View and Act on Feedback. Financial data. Product usage and adoption metrics.

CRM 110

CRM Upselling Metrics Accountability 110

TechSee

MARCH 21, 2024

Integrated AI and AR: Advanced AI and Augmented Reality (AR) technology guide customer and confirm successful steps in real-time, providing immediate feedback to customers. Accelerated activation improves cash flow and creates opportunities to upsell additional services. Impact on the Bottom Line Millions of dollars in annual savings.

Self service 124

Self service APIs Upselling Contact Center 124

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 121

Best practices Upselling Metrics Journey mapping 121

ProProfs Blog

DECEMBER 16, 2020

Identify upsell and cross-sell opportunities that can be offered during an ongoing conversation. One, you can identify upsell opportunities for your business. Offer After Hours Support to Meet Expectations. But what if we told you that you don’t necessarily have to sit after hours to meet customer support expectations ?

Management 147

Management Chatbots Sales Upselling 147

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 80

Upselling Feedback Enterprise Surveys 80

Totango

MAY 3, 2019

Plus, current customers are more likely to make major purchases or upsells. It’s the best way to deliver on sales promises and meet high customer expectations. Record customer feedback and make sure management reviews it, as feedback provides invaluable data that can help you identify bottlenecks along the customer journey.

Enterprise 81

Enterprise Upselling Feedback Advertising 81

ChurnZero

MARCH 24, 2023

For example, if you receive an end-user NPS response or notice a pattern in end-user NPS feedback that says, “I hate this product,” and then from the same account, you get decision makers or contract signers saying, “I love this product,” that’s a problem. Everyone started looking at the dollars and focusing on these upsells.

Upselling 98

Upselling Metrics SaaS Sales 98

ChurnZero

MARCH 24, 2023

For example, if you receive an end-user NPS response or notice a pattern in end-user NPS feedback that says, “I hate this product,” and then from the same account, you get decision makers or contract signers saying, “I love this product,” that’s a problem. Everyone started looking at the dollars and focusing on these upsells.

Upselling 97

Upselling Metrics SaaS Sales 97

Interactions

MARCH 6, 2019

So, how can you meet your guests’ needs while managing costs and optimizing revenue? It can also answer ordering questions, manage menu complexi ty, and create upsell opportunities. Upsell consistency and order accuracy. Today, people are busier than ever, and eating out is just as common as eating in. Guest engagement.

Upselling 89

Upselling Customer Care Sales Technology 89

ProProfs Blog

DECEMBER 21, 2020

Stable customer base results in higher referrals, improved upsell revenue and increased lifetime value (LTV) which further results in improved customer acquisition in future. 90% of customers say that brands are failing to meet their expectations. ”. Post-chat survey feedback. Feedback and suggestions. Tweet this.

Surveys 148

Surveys Benchmark Feedback Sales 148

Totango

AUGUST 13, 2024

At Totango + Catalyst, we made a strategic decision to challenge the script on revenue priorities, empowering customer success managers (CSMs)—those mostly intimately aware of customer needs and goals—to own core renewals, expansions, and upsells. Leverage front-line insights : Create the space for individual contributors to provide feedback.

Management 98

Management Best practices Consulting Consulting 98

Totango

DECEMBER 20, 2023

This index combines customer satisfaction with ease of use, ease of administration, meeting requirements, user adoption percentage, and the number of reviews received on G2. All the while galvanizing internal collaboration across accounts and facilitating upsell/cross-sell opportunity and execution to grow our book of business.

Enterprise 112

Enterprise Customer centricity Benchmark Upselling 112

Amity

FEBRUARY 26, 2018

The fixed price serves as the baseline and the flexible components allow for other revenue channels like upselling. Set meetings with your sales, marketing, product, and support team and ask them to describe their ideal customer. Review customer feedback. Know your current customer lifecycle.

Upselling 84

Upselling SaaS Feedback Sales 84

TechSee

SEPTEMBER 24, 2019

If Customer Service has not yet resolved a customer’s issue, a planned upsell should be delayed. The onboarding meeting went well, the gardeners showed up on time, and your lawn has never looked better. If Sam was a VIP once, he should be a VIP next time too. Elements of a consistent customer experience strategy.

Customer Experience 150

Customer Experience Self service Banking Analytics 150

TechSee

MARCH 21, 2024

Integrated AI and AR: Advanced AI and Augmented Reality (AR) technology guide customer and confirm successful steps in real-time, providing immediate feedback to customers. Accelerated activation improves cash flow and creates opportunities to upsell additional services. Impact on the Bottom Line Millions of dollars in annual savings.

Self service 109

Self service APIs Upselling Contact Center 109

Totango

MAY 5, 2021

Once these metrics are recorded, you can use this information to proactively engage customers and meet their needs in a more personalized way. How well the product meets their needs. Anticipating which customers are viable candidates for upsell/cross-sell opportunities. How easily they can access support/educational materials.

Customer Experience 118

Customer Experience Education Customer centricity Metrics 118