ChurnZero

MARCH 24, 2025

ChurnZeros latest Customer Success Leadership Study found that technology adoption shifts depending on company size by revenue. Upsell opportunities. According to the 2024 Leadership Study, only 21% of participants had incorporated AI (despite 87% indicating they are using or plan to use it in their work).

Technology 52

Technology CRM Engineering Finance 52

CCNG

JULY 3, 2024

According to a PWC study, 80% of US consumers regard “speed, convenience, knowledgeable help, and friendly service as the most important elements of a positive customer experience.” What’s more, satisfied customers become loyal brand advocates, spreading the good word across their network.

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

Interaction Metrics

JANUARY 7, 2025

The discussion highlighted the synergy between scientific customer feedback and customer journey mapping, likening these two tools to the left foot and right foot of an effective CX strategy. Fixing these friction points leads to fewer cancellations, happier customers, and a smoother path to upselling additional features.

Journey mapping 62

Journey mapping Consulting Consulting B2B 62

Callminer

SEPTEMBER 14, 2020

Their long-term role is also to make sure the call center is able to develop expertise, learn through the right feedback loops and test new approaches and features. Studies show that customers are happy to spend more when they receive excellent customer service. This data covers the following main aspects: Ease of use. Rana Gujral.

Call Center 182

Call Center Analytics First call resolution Metrics 182

ChurnZero

DECEMBER 17, 2021

Considering that studies have shown that acquiring a new customer is exponentially more expensive than retaining an existing one, expansion management becomes more important than ever. In the SaaS industry, Customer Success upsell and cross-sell opportunities are commonly incorporated into expansion management. Timing is Everything.

Management 98

Management Upselling SaaS Education 98

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

Hodusoft

DECEMBER 4, 2024

Several studies and surveys have found various aspects of challenges. The findings of this study will blow your mind. A study revealed that the average successful closing rate of MSP sales staff across the board is 35 percent. This increases the chances of successful upselling and cross-selling.

Upselling 52

Upselling Surveys Marketing Personalization 52

Tethr

AUGUST 27, 2020

An NTT study found that 44 percent of enterprises now operate structured VoC programs to drive CX improvement and innovation. Are you curious about how upsells, cross-sells, promotions and campaigns are impacting customer loyalty? Inside every channel, instances of customer effort, frustration, confusion and feedback are prevalent.

Enterprise 117

Enterprise Upselling Customer effort Call Center 117

ProProfs Blog

APRIL 5, 2019

A study by the Boston Consulting Group showed that companies that followed a data-driven approach to decision making could expect an increase of 20-30% in their earnings. This also makes it easier to improve surveys and iron out the kinks to get better insights and feedback in future projects. Analyze and Profile Customer Journey.

Surveys 122

Surveys Upselling Employee engagement Sales 122

ProProfs Blog

DECEMBER 11, 2020

It was found in a study that 87% of satisfied customers are more likely to upgrade services and are less likely to cancel due to their loyalty towards the brand. Gaining better profits by recommending the right products during an upsell opportunity. Capture Customer Feedback Everytime. Improving customer engagement.

Metrics 148

Metrics Abandon rate Surveys Customer effort 148

ProProfs Blog

MAY 29, 2020

Collect Customer Feedback: Who better than the customer to tell you in their own words of their customer journey. Create customer feedback surveys and send them out to your customers. Create these feedback surveys to understand the nature of your customer’s journeys and how they navigate across various touchpoints.

Advertising 109

Advertising Surveys Journey mapping Feedback 109

Totango

AUGUST 11, 2022

Digital interactions that inform SaaS client relationships span the range of the customer journey , from pre-purchase marketing engagements to onboarding to subscription renewals, upsells and brand advocacy. Customer satisfaction and feedback surveys. Upsell purchases. Elicit frequent feedback. Elicit Frequent Feedback.

SaaS 113

SaaS Journey mapping B2B Upselling 113

ProProfs Blog

JUNE 5, 2020

In one of its studies, American Express discovered that for more complicated interactions, such as payment disputes, 40% of customers prefer talking to a real person over the phone. It’s not a statement derived from the two studies above. Feedback, . It’s clear how customers are moving from phone to chat support. Answer quality.

CRM 129

CRM Upselling Feedback Sales 129

ClientSuccess

MARCH 8, 2021

From upsell inquiries from sales to feature testing requests from product to the all-consuming customer requests, it is a lot to deal with. It makes sense, then, that marketing would be so keen to gather customer stories and feedback about the value they’re experiencing with your product. to an extended case study or video.

Customer advocacy 92

Customer advocacy Upselling Marketing Sales 92

ClientSuccess

MARCH 9, 2020

Every customer interaction, whether it’s a conversation with marketing about a case study or a negotiation with a CSM over an expansion opportunity, influences the customer experience. Amazing customer experiences often lead to recommendations and testimonials, which in turn usually mean an account renewal or upsell.

Customer Experience 97

Customer Experience Upselling Accountability SaaS 97

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

Kayako

SEPTEMBER 14, 2018

Our study of 500 consumers and businesses proves it. But the biggest takeaway from our study isn’t a particular statistic—it’s that live chat (when done right) has the power to drive sales and boost customer loyalty. Our study turned up one piece of data that I find the most intriguing.

Sales 72

Sales Upselling Feedback Customer retention 72

Lumoa

JANUARY 23, 2018

If you work in a big company with large number of customers (or users), you most probably receive a lot of feedback: people write about their experiences, complain about the things that do not work and tell about the things they love. Most companies collect feedback in some specific format, such as Net Promoter Score. And we mean it.

Analytics 114

Analytics Feedback Metrics Customer Experience 114

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

ProProfs Blog

DECEMBER 16, 2020

Studies also suggest that 79% of businesses prefer to use live chat at their website instead of email (61%), phone (44%), and social media (48%) platforms to communicate with customers for instant support. Identify upsell and cross-sell opportunities that can be offered during an ongoing conversation.

Management 147

Management Chatbots Sales Upselling 147

Lumoa

JULY 10, 2018

Companies receive real time feedback in massive volumes, if they only start listening to their customers. Most organizations, who receive large amounts of customer feedback data, can buy text analytics solutions which help in making sense of the data and transform the chaotic customer voice data into structured info.

Customer Experience 113

Customer Experience Metrics Banking Feedback 113

TeamSupport

MAY 11, 2021

If you’re one of the companies that has yet to formalize your onboarding, consider this: 63% of customers in a recent study say that onboarding is an important consideration in whether they make the buying decision in the first place. This score can be customized by providing weights to specific values. Learn more at TeamSuccess.com.

B2B 98

B2B Upselling Metrics Education 98

Totango

MAY 5, 2021

Anticipating which customers are viable candidates for upsell/cross-sell opportunities. Asking promoters to participate in a case study, serve as a reference, or speak at an event. Following-up with detractors to solve their dissatisfaction and establish an action plan based on their business goals and monitored feature usage.

Customer Experience 118

Customer Experience Education Customer centricity Metrics 118

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. Post-chat survey feedback. With post-chat survey feedback , you can understand customer mindset and what factors lead them to switch from your brand.

Surveys 148

Surveys Benchmark Feedback Sales 148

CustomerSuccessBox

FEBRUARY 14, 2019

The major KPIs of a Customer Success Manager are: Increase Lifetime Value (LTV) of the customers (by upsells, cross sells etc). Proactively provide feedback to the product team. Customers are going to provide the most real feedback as they are actually using the product. Create upsell opportunities. Reduce churn.

Management 67

Management Upselling SaaS Sales 67

Real Blue Sky

NOVEMBER 21, 2023

A seminal study by Bain & Company underscores this, revealing that a mere 5% increase in customer retention can result in profit boosts ranging from 25% to a staggering 95%. 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

Amity

MARCH 1, 2018

But the great news is that we made a helpful infographic to inform you on things you can do to power up your Customer Health Score and NPS program when you integrate a customer feedback platform with your Customer Success Platform. Gather feedback at key points of the customer journey to give more context and meaning to your NPS score.

Customer advocacy 73

Customer advocacy Surveys Upselling Feedback 73

ClientSuccess

MARCH 9, 2020

Every customer interaction, whether it’s a conversation with marketing about a case study or a negotiation with a CSM over an expansion opportunity, influences the customer experience. Amazing customer experiences often lead to recommendations and testimonials, which in turn usually mean an account renewal or upsell.

Customer Experience 74

Customer Experience Upselling Accountability SaaS 74

ChurnZero

JUNE 18, 2024

You should, because upsell and cross-sell are key drivers of the sustainable growth your company needs, and yet only 43% of CS teams do. Train your CSMs to: Actively seek feedback from the same stakeholders and others, which can turn everyday users into advocates within a customer’s organization.

Upselling 59

Upselling Coaching Education Feedback 59

AskNicely

SEPTEMBER 25, 2018

Here’s why: According to The 2018 NPS Benchmark Study, when high-level executive support is present, an organization is twice as likely to successfully build an advanced NPS (Net Promoter Score) program. While that seems non-quantifiable, using NPS to action customer feedback does just that. Increase in sales / upsells and referrals.

Customer advocacy 60

Customer advocacy Benchmark Upselling Best practices 60

Nicereply

JUNE 18, 2020

Many tactics are backed up with research and studies that you can take to your boss if they need convincing. If you let them go silently into the night, you’re missing out on a big opportunity for clear, unfiltered feedback. By keeping it open-ended they got specific, actionable feedback that they didn’t expect.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

Amity

APRIL 3, 2017

and be sure to follow up on the feedback (good, bad and ugly). There is nothing worse than giving feedback and feeling like it was filed away with no further thought. Also, measure post-onboarding feedback. However, regardless of who owns the upsell or renewal, track it. Feedback delivered to Product: Yep, track this too!

Upselling 70

Upselling Metrics Feedback Accountability 70

ProProfs Blog

NOVEMBER 29, 2019

That’s why studies noticed a drop in the use of call support. Year after year, customers find the use of live chat software way more convenient, and studies conducted by Statista are proof of ist growing trend in the market. You can identify upsell and cross-sell opportunities when using a live chat on your website.

Wait times 135

Wait times Customer Support Transportation Sales 135

Lumoa

NOVEMBER 29, 2021

Companies receive real-time feedback in massive volumes if they only start listening to their customers. Most organizations, that receive large amounts of customer feedback data, can buy text analytics solutions that help in making sense of the data and transform the chaotic customer voice data into structured info. Ask your customers!

Customer Experience 97

Customer Experience Metrics Feedback Banking 97

Totango

MAY 14, 2019

Customers who are “highly satisfied” are more likely to renew, upsell, or even spread positive feedback about your brand on social media or via word of mouth. One way to do this is to study the support tickets your customers submit. Support Tickets.

Metrics 97

Metrics Surveys Advertising Upselling 97

Kayako

APRIL 1, 2022

A PwC study found that 73% of consumers say customer service experiences are more important in purchasing decisions than price or product features. The same PwC study shows that nearly 80% of American consumers say that speed, convenience, helpful employees, friendly service, and easy payment are what consumers want today.

Sales 90

Sales Upselling Personalization Chatbots 90

Totango

APRIL 18, 2019

Study the customer experience and learn what customers want from your product and brand. Feedback surveys are invaluable for collecting this type of information. By showing these customers value, you also open up the possibility of upsells or service upgrades down the road. For example, what are your customers’ priorities?

Upselling 78

Upselling Customer centricity Surveys Education 78