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. That’s why it is important to formulate customer churn prevention strategies at the earliest. Strategies to reduce customer churn rate. Let’s dive in!

Surveys 148

Surveys Benchmark Feedback Sales 148

TechSee

SEPTEMBER 24, 2019

Was this evidence of a successful customer experience strategy? This critical element of any CX strategy should be top of mind for everyone from the C-suite to frontline personnel. If Customer Service has not yet resolved a customer’s issue, a planned upsell should be delayed. Will Sam be back?

Customer Experience 150

Customer Experience Self service Banking Analytics 150

ChurnZero

DECEMBER 17, 2021

Customer acquisition and customer retention are cornerstones of building and maintaining revenue, but customer expansion — and a robust customer expansion strategy — can also be pillars of success. What is a Customer Expansion Strategy ? Tips to Improve Your Customer Expansion Management Strategy. Timing is essential.

Management 98

Management Upselling SaaS Education 98

ShepHyken

NOVEMBER 15, 2023

What if you had a colleague who could tell you exactly what to prioritize in your next CX strategy? What if this colleague was then excluded from all strategy meetings and decision-making? Your customers already know everything your CX strategy needs to achieve – it’s time to get them involved!

Morale 163

Morale Feedback Upselling Surveys 163

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. Those in favor of Sales owning the business relationship often believe that money and strategy conversations should kept separate – and that asking for the renewal or negotiating discounts taints the relationship.

Upselling 98

Upselling SaaS Sales Accountability 98

Help Scout

JULY 20, 2021

One of the best signs of customer orientation is shifting your business strategy to address your customers’ current needs. The salespeople push upsells to clients who wouldn’t benefit from them, and outdated company policies keep you from giving refunds. Here’s a typical example: Imagine you’re on the support team for a SaaS product.

Sales 145

Sales Feedback Metrics Surveys 145

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. Cross-sell vs Upsell.

Upselling 52

Upselling B2B SaaS Feedback 52

ShepHyken

JANUARY 10, 2022

Customer Service Is the New Upsell by David Wagoner. Second, it’s good customer service to appropriately upsell or cross-sell existing customers. For years I’ve preached that not upselling when it’s right for the customer, is bad customer service. Yes, that’s common sense, but understanding the numbers is still important.

Customer Service 212

Customer Service Upselling Sales Customer retention 212

ShepHyken

JUNE 8, 2023

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

Real Blue Sky

NOVEMBER 21, 2023

It’s a time when growth strategies of the past may no longer bring the same results, and the quest for sustainability can seem like an uphill battle. As we delve into five dynamic strategies for brand growth, we’ll explore how prioritizing customer retention can significantly boost profits.

Employee engagement 105

Employee engagement outsourcing Upselling Customer retention 105

Lumoa

APRIL 4, 2023

A customer engagement strategy is vital to increasing customer loyalty and driving revenue. You must plan, think creatively, and understand your customers to build your strategy. You must plan, think creatively, and understand your customers to build your strategy. In This Article: What Is a Customer Engagement Strategy?

Upselling 78

Upselling Feedback Personalization Chatbots 78

Nicereply

JUNE 18, 2020

We’re hoping we can get your brain juices flowing to help you find your next strategy to improve even further. Customer retention strategies need buy-in from every part of the business, and approaching the problem from multiple angles will drive even greater returns! You might find you’re already trying some of these. That’s great!

Customer retention 125

Customer retention Feedback Surveys Metrics 125

CCNG

APRIL 27, 2022

I would harness their ideas and run the game plan by them; then they would give me feedback. I worked on sales talk tracks and upsell guidelines—all with frontline employees by my side. NOTHING was done without constant feedback. Everyone was giving feedback and engaged. NOTHING was done without the frontline employees.

CCNG 195

CCNG Contact Center Scripts Feedback 195

Customer Guru

AUGUST 1, 2018

Measuring NPS by asking the ‘Ultimate question’ is a good start, however, when an organisation sets out to implement it as a measure of customer loyalty, it should be especially wary of considering it as just another question in the feedback survey. Of course, this requires a fundamental shift in how customer feedback is viewed.

Feedback 90

Feedback Surveys Metrics Upselling 90

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the 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 107

Customer Experience B2C Journey mapping B2B 107

CCNG

JULY 3, 2024

Based on the client’s CX strategy, contact centers can employ single channels (like voice based call centers) or multiple channels (phone, email, live chat, instant messaging, and social media) for omnichannel customer engagement.

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

Totango

AUGUST 11, 2021

We’ll cover strategies for enhancing experience throughout your customer’s lifecycle, with an eye toward increasing retention. This strategy can and should be used even be used to proactively provide solutions before customers reach out for support, increasing customer satisfaction. Deliver Consistently High Customer Service.

Best practices 118

Best practices Customer Experience Upselling Interactive Voice Response 118

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

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

NOVEMBER 23, 2021

This, in turn, makes it difficult to intervene with customers who are at risk of churn, as well as challenging to spot upsell opportunities. You’re Having Challenges Collecting Customer Feedback. Customer feedback provides another important indicator of satisfaction and can offer an early warning of customers at risk of churn.

Upselling 95

Upselling CRM Revenue potential Feedback 95

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. In this guide, we’ll lay out a seven-step customer success strategy you can use to promote winning outcomes for your clients: Prioritize a culture of customer success. Incorporate customer feedback.

Customer retention 88

Customer retention Journey mapping SaaS Benchmark 88

Totango

APRIL 2, 2019

And that information helps you implement the right customer success strategy. Gather feedback. This is also a good time to add upsells to accounts that have high customer health scores. That way, your team can immediately take advantage of upsell opportunities and repair low health scores. Gather Feedback.

Journey mapping 108

Journey mapping Upselling Accountability Feedback 108

ChurnZero

JANUARY 20, 2021

Jonas Rasschaert, PieSync’s Customer Success Manager, pointed to three things that make PieSync’s Customer Success strategy thrive. Implementing a system that captures feedback from customers, leads and other prospects. Clearbit changed its marketing strategy by focusing on routing ICP leads to the sales team, Sornson noted.

SaaS 98

SaaS Upselling B2B Metrics 98

TeleDirect

MARCH 1, 2021

In fact, a contact center is the perfect vehicle for an effective customer feedback loop. TeleDirect , a pioneer in business process outsourcing (BPO) for contact centers, orchestrates our own customer feedback loop – in our case, we keep our clients happy by helping them tend to their own clients’ needs. Better brand awareness.

Call Center 117

Call Center Customer Service Business Process Outsourcing Upselling 117

JivoChat

APRIL 16, 2023

All these sites have one thing in common (and it’s not that they start with A and E) - their strategy and international success. You need a strategy that considers all the different aspects of ecommerce, from marketing and product selection to payment processing and fulfillment. Aliexpress. trillion U.S. dollars worldwide in 2021.

Analytics 82

Analytics Engineering Advertising Sales 82

Callminer

SEPTEMBER 14, 2020

Business analysts working in the call center environment have an opportunity to help formulate, enhance and mature application strategies and critical product road mapping for call center operations. Another role of a business analyst is to evaluate the efficiency of new strategies. Carol Tompkins. accountsportal. Andrew Tillery.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Totango

AUGUST 16, 2022

Customer retention software has become essential for effective SaaS customer success strategies. 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 Software Cuts Down Client Churn.

Customer retention 103

Customer retention Upselling CRM SaaS 103

ShepHyken

JULY 31, 2020

It is a great growth hacking tool for companies with continually evolving standards as it merges CX and customer service to help the customer understand your novel offerings, all the while increasing upselling opportunities and shortening the sales cycle. Exploit AI-Powered Tools to Automate Common Queries.

Customer Experience 225

Customer Experience Customer Service Chatbots Upselling 225

ProProfs Blog

DECEMBER 11, 2020

They are the unshakable foundation on which you build concrete strategies to help your business achieve profitable goals. Gaining better profits by recommending the right products during an upsell opportunity. Capture Customer Feedback Everytime. And don’t worry we’re here to help you get started with these strategies.

Metrics 148

Metrics Abandon rate Surveys Customer effort 148

Totango

FEBRUARY 6, 2020

Every touchpoint along the customer journey—from the initial sales event to support tickets, product usage metrics, and customer feedback —generates unique data. Remember, the journey is not linear; a customer might experience escalation during adoption or circle back to onboarding due to an upsell. How to Make it Work.

Enterprise 93

Enterprise Customer centricity Metrics Upselling 93

TeleDirect

APRIL 7, 2021

Here are five proven ways to boost customer lifetime value: Offer high-value upsells. From premium subscriptions to additional services – using our lawncare service example, perhaps snow removal “upsell” in the winter – there are always opportunities to keep your clients satisfied. Gather feedback – and use it wisely.

Upselling 99

Upselling Business Process Outsourcing Call Center call center solutions 99

Nicereply

JANUARY 14, 2021

B2B marketers must now develop creative strategies to retain their customers even during the pandemic. Another great option to boost customer loyalty would be the use of packages to upsell more products and products after the buyer’s first purchase. And in such trying times, everything is uncertain.

Brand ambassadors 75

Brand ambassadors Customer retention Government Upselling 75

ShepHyken

JULY 1, 2022

Whether it is an overwhelming experience or an unforgettable one, it is instantly highlighted with feedback. . Readily access and integrate one or more of the following elements into your strategy to improve customer experience (CX) in the travel industry: . Grow revenues & increase sales through upselling & cross-selling .

Airlines 203

Airlines Upselling Customer Experience Chatbots 203

Tethr

AUGUST 27, 2020

The customer’s unadulterated perspective is the value VoC programs deliver, with the most worthy ones providing data to guide strategy. Here are four ways AI can enhance your VoC programs: Effectively work through sales strategies. AI gives your voice of the customer programs the edge they need to make measurable change.

Enterprise 117

Enterprise Upselling Customer effort Call Center 117

Totango

DECEMBER 29, 2021

This promotes customer satisfaction, benefiting your clients and bringing your business higher retention rates and upsell revenue. This strategy helps ensure that new product features are delivering the benefits customers want through experiences aligned with customer success goals. How to Build a Customer-Centric Roadmap: Three Steps.

Customer centricity 101

Customer centricity SaaS Upselling Metrics 101

GetFeedback

MAY 9, 2019

F or CXM to be successful, you need two components: real-time feedback (across the entire customer journey) and data analytics to close the gap between what customers expect and their perception of the experience that is currently being delivered. At this level, you’re also working on developing a customer experience strategy.

Customer Experience 134

Customer Experience Metrics Journey mapping Customer centricity 134

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