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

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

TechSee

MARCH 21, 2024

However, the installation process for fiber optic services, particularly for residential customers, often presents significant challenges. 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.

Self service 109

Self service APIs Upselling Contact Center 109

CSM Magazine

DECEMBER 13, 2023

There are several ways you can bridge this gap: Conduct surveys, gather feedback, or analyze their reviews. Create a system that collects feedback regularly. Use feedback to improve data systems and processes continuously. Leverage customer data when creating cross-sell upsell recommendations.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

delighted

JUNE 21, 2024

Ensured data accuracy With ecommerce integrations, there’s no longer a need for manual data entry; you can sync customer data – like purchase information or feedback – across multiple applications without lifting a finger. Take a look at some of the top benefits of ecommerce integrations below.

CRM 77

CRM Surveys Feedback Upselling 77

Totango

SEPTEMBER 20, 2022

Offering customized upsells geared toward customer needs and product usage patterns. Higher retention creates more opportunities for upsells and referrals, increasing revenue. Likewise, better customer outcomes promote more sales from customer renewals, upsells, and referrals. Customer Enablement vs. Sales Enablement.

B2B 85

B2B SaaS Education Brand ambassadors 85

JustCall

OCTOBER 15, 2023

Real calls present unpredictable challenges, nuances, and emotions that theory can’t cover. Delayed and Imprecise Feedback Picture an agent making a mistake on Monday but only hearing about it on Friday. Instant, precise feedback ensures that agents can immediately rectify mistakes and internalize lessons.

Coaching 52

Coaching Metrics Feedback Upselling 52

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

OctopusTech

JUNE 29, 2023

They will reach out to active and potential buyers, present their products and services to them, and then follow up with the leads. Outbound contact center operators will contact current customers to collect their reviews and feedback on your products and services or to share their recent experiences with your company.

Customer retention 62

Customer retention Call Center Upselling outsourcing 62

ChurnZero

SEPTEMBER 14, 2021

If your customer can benefit from a product upgrade or feature upsell, then it’s your duty to make your customer aware of the opportunity. You do your customer a disservice by using your fear of selling as an excuse to not present them with solutions that would benefit them. . Should Customer Success own the renewal and/or upsell?

Sales 94

Sales Upselling Morale SaaS 94

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. Timing is Everything Any Customer Success upsell or cross-sell offer must be timed perfectly.

Management 52

Management Upselling SaaS Customer retention 52

Real Blue Sky

NOVEMBER 21, 2023

By implementing robust feedback mechanisms, you can gain insights into why customers might be leaving. Is it a product issue, a service mishap, or something more systemic? It’s about being agile enough to adapt strategies based on performance data and market feedback.

Employee engagement 105

Employee engagement outsourcing Upselling Customer retention 105

ChurnZero

SEPTEMBER 27, 2024

4: Build a strong feedback loop between your customer success and product teams. Q: How do you ensure the key information and the impact of the client’s problem are well addressed by the CS person and then well presented to the product team? 1: We standardized our collection of product feedback and feature requests.

Best practices 52

Best practices Accountability Sales Feedback 52

Totango

OCTOBER 20, 2022

CSMs act as the voice of the customer bringing user experience feedback to the product team. Customer success managers are critical at SaaS companies, where they help deliver results that promote subscription renewals and upsells. CSM role duties may vary by company. What Makes a Good Customer Success Manager? Problem-Solving.

Management 93

Management Upselling Coaching Best practices 93

CustomerSuccessBox

AUGUST 27, 2021

While the startup is still exploring its potential and discovering in what way it can best present its product, the scaleup has already found that sweet spot. Onboarding Adoption Escalation Renewal Upsells Referrals. Expansion- Upsell and Renewal. Many startups in their early stages believe that customer success isn’t for them.

Upselling 52

Upselling SaaS B2B Metrics 52

ChurnZero

MARCH 24, 2023

In Gabby Wong’s presentation, “ The new ‘C’ in CEO ,” she shares all the places where her company measures NPS. For example, I was at a previous company where we thought we had churn down, and so we pivoted to comping our CSMs on CS-identified upsell. Everyone started looking at the dollars and focusing on these upsells.

Upselling 98

Upselling Metrics SaaS Sales 98

ChurnZero

MARCH 24, 2023

In Gabby Wong’s presentation, “ The new ‘C’ in CEO ,” she shares all the places where her company measures NPS. For example, I was at a previous company where we thought we had churn down, and so we pivoted to comping our CSMs on CS-identified upsell. Everyone started looking at the dollars and focusing on these upsells.

Upselling 97

Upselling Metrics SaaS Sales 97

ChurnZero

FEBRUARY 29, 2024

You’ll also unlock a goldmine of insights and signals that can predict customer behavior, identify potential churn, and uncover upsell opportunities. Burnout may be present, depending on the team structure. Jaclyn: Go to the support team’s leadership, bring data to them, and get some dialogue going. They’re constantly in that motion.

Brand ambassadors 52

Brand ambassadors Upselling Metrics Feedback 52

CSM Magazine

OCTOBER 18, 2024

By analyzing viewing habits, preferences, and even the time of day users typically watch, Netflix can present a tailored selection of shows and movies that are more likely to appeal to each individual user.

Personalization 52

Personalization CRM Automotive Airlines 52

Global Response

FEBRUARY 26, 2024

To achieve this, several key factors need to be present in every interaction: Responsiveness : Customer service representatives quickly and efficiently respond to customer inquiries and concerns. Integrate technology to easily collect customer feedback through surveys, feedback forms, and social listening tools.

Call Center 62

Call Center Customer Service outsourcing CRM 62

Netomi

FEBRUARY 21, 2024

Post-departure, they assist in gathering feedback, managing follow-ups, and maintaining engagement, which is vital for customer retention. Integrating Chatbots with Existing Hospitality Systems Integrating chatbots into existing hospitality systems presents unique opportunities and challenges.

Chatbots 40

Chatbots Upselling Feedback Personalization 40

Totango

JUNE 24, 2022

The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies. On the other hand, when data reflects high customer satisfaction, CS teams can extend upsell offers or referral invitations. Onboarding of new customers.

Best practices 106

Best practices SaaS Journey mapping B2C 106

ChurnZero

JUNE 15, 2023

Data can be collected through various methods including user analytics, surveys, and customer feedback. Find power users and nurture them into advocates—which are one of your best sources for gathering reliable and meaningful product feedback. What advantages do Customer Success teams gain from using product usage data?

Accountability 96

Accountability Upselling Analytics Metrics 96

Totango

MARCH 10, 2020

Prioritize Escalations and Cherish Feedback. Prioritize Escalations and Cherish Feedback. Direct Voice of Customer information usually arrives in two forms; in response to feedback requests and through escalations. To do that, we can use these 5 customer experience tips: Turn Customer Hopes into Personal Goals.

Customer Experience 93

Customer Experience Upselling Feedback SaaS 93

Hodusoft

SEPTEMBER 4, 2024

Cross-selling and Upselling Can Be Better A study conducted by Forrester Research revealed that cross-selling and upselling account for 10-30 percent of revenues in the e-commerce industry. In the present time, customers not only prefer to call e-commerce call centers but also send emails and messages.

call center solutions 52

call center solutions Call Center Sales call center software 52

Totango

DECEMBER 3, 2021

Customer health is a consolidation of all the information that a company has about its customers, from all probes, people, and systems, past and present. Customer Satisfaction: What feedback are you receiving from customers in the form of CSAT, NPS, CSM sentiment, and satisfaction scores?

Metrics 96

Metrics Accountability Upselling Enterprise 96

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. Examples of past experiences and what they mean for CSMs’ hard skills: Business development rep. Which soft skills best align to CSM model types?

Journey mapping 52

Journey mapping Construction Upselling Accountability 52

ChurnZero

SEPTEMBER 16, 2021

If your customer can benefit from a product upgrade or feature upsell, then it’s your duty to make your customer aware of the opportunity. You do your customer a disservice by using your fear of selling as an excuse to not present them with solutions that would benefit them. . Should Customer Success own the renewal and/or upsell?

Sales 52

Sales Upselling Morale SaaS 52

CustomerSuccessBox

JULY 2, 2020

Plus an opportunity to present the future planning to get a customer’s feedback and sow the seeds for renewal and / or upsell. So, all major stakeholders (executives, sponsor, CSM from the customer’s side and the account manager, executive, CSM from your team) are expected to be present in this QBR.

SaaS 52

SaaS Upselling B2B Feedback 52

Amity

FEBRUARY 26, 2018

Knowing these limitations can present opportunities for future improvements, which could lead to a better product, and ultimately happier customers. The fixed price serves as the baseline and the flexible components allow for other revenue channels like upselling. Review customer feedback. Know your pricing.

Upselling 84

Upselling SaaS Feedback Sales 84

JustCall

MAY 8, 2022

Sentiment analytics is an integral part of conversation intelligence tools that provides actionable insights from multiple customer feedback channels. Upsell and drive more value from each customer. With the help of sentiment analysis, you can locate customers who are happy with your product/service and try to upsell them.

Analytics 52

Analytics Feedback Upselling CRM 52

Interaction Metrics

AUGUST 14, 2024

Each dimension should be present in every customer interaction, but they are weighted differently based on your company’s goals and customer needs. Then, we score real calls between customers and representatives using the criteria and present the results in a Power BI dashboard so you can see real-time data and make informed decisions.

Consulting 62

Consulting Consulting Customer Service Surveys 62

Global Response

DECEMBER 21, 2022

For call centers that don’t handle outbound sales, a QA process can also be useful for any inbound sales—whether that’s a customer upsell, upgrade, or renewal; a recommendation for a product the customer inquires about; or another type of sales activity. A dedicated QA team can evaluate, improve, and implement changes and feedback.

Call Center 62

Call Center Outbound sales Feedback Best practices 62

CustomerSuccessBox

SEPTEMBER 7, 2021

But it also bought a sea of opportunity for people who could see beyond the present turbulent times. Also, it is important to get their feedback and improve your service. Determine the touchpoints based on the feedback, deliver accordingly, and drive feature usage. And in all these -the common thread- Customer Success.

Journey mapping 96

Journey mapping Engineering SaaS Upselling 96

CSM Magazine

MAY 16, 2023

The Voice of Customer (VoC) is an invaluable asset for businesses, providing crucial insights into the needs, preferences, and feedback of customers and prospects. By prioritising customer value and care, customers are more likely to engage in upselling opportunities and even become brand advocates, recommending the company to others.

B2B 52

B2B Customer Support outsourcing B2C 52

ChurnZero

FEBRUARY 23, 2023

Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. Review the support tickets and product feedback from customers who churned; Ask your sales team why a customer left; and Interview customers who are leaving or have left. That task falls to your Customer Success team.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. Review the support tickets and product feedback from customers who churned; Ask your sales team why a customer left; and Interview customers who are leaving or have left. That task falls to your Customer Success team.

Management 52

Management Customer retention Upselling Chief Customer Officer 52