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 153

Morale Feedback Upselling Surveys 153

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

Totango

FEBRUARY 12, 2025

Maintain predictable retention metrics while identifying cross-sell or upsell opportunities. For instance, one subsidiary may meet 90% of its usage targets, while another struggles to adopt the product. Invest in stakeholder alignment: Regular meetings with key decision-makers ensure mutual understanding of goals and expectations.

Enterprise 62

Enterprise Metrics Accountability Construction 62

TMP Direct

JANUARY 5, 2025

Predictive analytics further optimize staffing levels, ensuring businesses are prepared to meet customer demand. By analyzing historical data, businesses can identify touchpoints that frustrate customers, recognize signs of dissatisfaction or churn, and uncover opportunities for upselling or cross-selling.

Analytics 52

Analytics Customer Experience Chatbots Upselling 52

TeleDirect

MARCH 15, 2025

Conducting upselling and cross-selling campaigns to increase revenue. Market Research & Customer Surveys Gathering customer feedback through phone surveys and opinion polls. Appointment Setting for Sales Teams Scheduling business meetings and sales presentations for prospects.

Call Center 62

Call Center Telemarketing Technical Support Healthcare 62

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 158

Accountability Feedback Sales Upselling 158

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 126

Upselling Feedback Customer advocacy Surveys 126

Nicereply

OCTOBER 11, 2024

If you don’t meet — and ideally exceed — their expectations, they may lose trust in your brand and look to your competitors for support instead. Customer satisfaction refers to how well your company’s products or services meet or exceed your customers’ expectations. Look for recurring comments or trends in the feedback.

Customer retention 52

Customer retention Surveys Feedback Education 52

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 98

Upselling CRM Revenue potential Feedback 98

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

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

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

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

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

ChurnZero

NOVEMBER 26, 2024

These might include providing product feedback or internal collaboration. Key performance indicators (KPIs) / objectives and key results (OKRs) they will be evaluated on, such as adoption, retention, upsell or cross sell, customer success qualified leads.

SaaS 52

SaaS Upselling Enterprise industry standards 52

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

ChurnZero

MARCH 24, 2025

Regardless, without having your data in a central place, you’ll notice things like: Your customer sends an unexpected request to the engineering team to fix a product issue you didnt know they were having Because you cant track customer product usage (therefore no tracking satisfaction, retention, product feedback, etc.)

Technology 52

Technology CRM Engineering Finance 52

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 104

Customer centricity SaaS Upselling Metrics 104

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 106

Customer retention Upselling CRM SaaS 106

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 Journey mapping Metrics 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

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 112

CRM Upselling Metrics Accountability 112

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 Journey mapping Metrics 124

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.

B2B 174

B2B Analytics Education Feedback 174

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

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

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 83

Enterprise Upselling Feedback Advertising 83

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

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 101

Management Best practices Consulting Consulting 101

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