CSM Magazine

JANUARY 28, 2025

Proactive Communication Share industry tips, case studies, and updates about new features or services through email or social media to continuously educate your audience. Measure success through engagement metrics, feedback, and an evaluation of how customer support requests change over time.

Education 52

Education Upselling SaaS Self service 52

Babelforce

SEPTEMBER 15, 2021

Here are 13 tips to give your call center training program a boost. 13 Call Center Training Tips. #1 Experienced employees can provide real-time coaching and feedback, which many of them sincerely enjoy doing! This could include highlighting help documentation or pointing out upselling or cross-selling opportunities.

Call Center 102

Call Center Scripts Contact Center Airlines 102

Babelforce

JUNE 3, 2021

There are a lot of benefits to upselling. Upselling is great. That’s not always easy – but we’re going to look at 7 tried and true techniques that will make your upselling as effective and as sustainable as possible. In this post: What is upselling? First, what is upselling? Upselling isn’t always done well.

Upselling 52

Upselling Interactive Voice Response Outbound sales Contact Center 52

Totango

AUGUST 12, 2020

5 Tips to Maximize the Customer Onboarding Experience. As customer lifetime value is now spread out over years of renewals and upsells, customer retention and customer success efforts must be seen as a shared value across the enterprise. The customer should also have a place to share feedback. Get the Whole Enterprise Involved.

SaaS 88

SaaS Upselling Enterprise Best practices 88

Totango

AUGUST 11, 2021

We’ll include tips for leveraging technology to optimize the digital customer experience. A tip for driving relevant messaging for customer’s needs is running a short project focused on your customers’ outreaches & communications, so you can determine what their needs are and when they need it along the customer journey.

Best practices 118

Best practices Customer Experience Upselling Interactive Voice Response 118

Totango

SEPTEMBER 13, 2022

Expansion of product usage through upsells. In that case, this might trigger a customer retention workflow to reach out and take corrective action, while a customer with a high satisfaction score might trigger an upsell offer. Keep Your Playbooks Current by Measuring Impact and Incorporating Feedback. Onboarding.

SaaS 93

SaaS Upselling Best practices Customer retention 93

Expivia

MAY 9, 2021

Associates should include some sort of call to action , like a cross-sell or upsell, as well as any necessary disclosures before they close the call. You can’t occasionally put your “QA” hat on and give one-off feedback to your agents. However, handling all that data, evaluation, and feedback is an exhausting task.

Call Center 98

Call Center Education call center association Contact Center 98

Outsource Consultants

MARCH 29, 2021

Here are five top tips for setting better KPIs and crushing your goals: Call Center Tip #1 — Don’t Choose Too Many KPIs. Call Center Tip #2 — Set Realistic KPIs. Call Center Tip #3 — Avoid KPI Cannibalization. Don’t waste time pairing conflicting KPIs, such as setting a lower agent AHT goal with increased upsell targets.

Management 76

Management Calibration Call Center Upselling 76

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

Nicereply

OCTOBER 11, 2024

We’ll also review how to measure customer satisfaction, along with some tips on how to improve it. How to measure customer satisfaction Measure customer satisfaction by analyzing results from surveys , feedback forms, reviews, and brand mentions. Look for recurring comments or trends in the feedback. Start your free trial today.

Customer retention 52

Customer retention Surveys Feedback Education 52

ChurnZero

MARCH 7, 2025

3: Customer marketing: A community helps identify champions, supports upsell/cross-sell opportunities, and provides feedback for your product roadmap. 3: Catalog your content needs: Focus on self-service content, product information, FAQs, roadmaps, best practices, tips and tricks, and industry news.

SaaS 52

SaaS Gamification B2B Metrics 52

Totango

MAY 10, 2022

After considering what a customer engagement strategy is and its benefits, we’ll offer ten key tips for keeping enterprise executives and stakeholders engaged. Trials of upsell products. Promoting product usage increases the value clients derive from your product, increasing the likelihood of renewals, upsells, and referrals.

Journey mapping 81

Journey mapping SaaS Enterprise B2B 81

Amity

JANUARY 30, 2018

Tip #1: Customer Success Managers are the window to the customer’s soul. Tip #2: First impressions matter. Tip #3: Write a success plan and stick to it. Tip #4: CSMs aren’t order-takers, we are success planners. Tip #5: CSMs are money makers, do not forget this! Identify win-win situations.

Upselling 69

Upselling Accountability Sales SaaS 69

Totango

FEBRUARY 23, 2023

In addition to digging into the quantitative data, CS operations teams also consider qualitative inputs like user feedback, comments shared in NPS surveys, or even discussion notes from touchpoints with a CSM. You need to make sure you’re adapting and measuring what matters. In 2023, Totango is taking its show on the road.

Metrics 89

Metrics Upselling Accountability Enterprise 89

ProProfs Blog

DECEMBER 16, 2020

Identify upsell and cross-sell opportunities that can be offered during an ongoing conversation. 7 Tips to Manage Live Chat During the Holiday Season. Now that we know how crucial live chat can be for businesses, it is time we check out some tips on how to use live chat during the holiday season. Customize Your Chat Widget.

Management 147

Management Chatbots Sales Upselling 147

Lumoa

JANUARY 31, 2023

Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing, and acting on customer feedback, you’ll be able to improve customer experience altogether. Tip: Measuring customer experience by the Net Promoter System gives you several advantages.

Customer Experience 165

Customer Experience Customer centricity Metrics Feedback 165

Lumoa

FEBRUARY 20, 2018

Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing and acting on the customer feedback, you’ll be able to start taking the customer experience in control. This will lead you to reduce churn and increase your revenue.

Customer Experience 141

Customer Experience Customer centricity Feedback Metrics 141

ClientSuccess

NOVEMBER 2, 2022

Here are some tips that can help your customer success team boost customer retention and reduce churn: 1. Ask for their feedback on potential product enhancements and ideas to give them a sense of ownership stake in your product. 3 Tips That Can Help! Keep tabs on customer satisfaction and account health. .

Customer retention 70

Customer retention Upselling SaaS Accountability 70

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. Tips to Improve Your Customer Expansion Management Strategy. Sort Customers Into Cohorts.

Management 98

Management Upselling SaaS Education 98

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

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

OCTOBER 29, 2019

You’ll see how valuable these skills are when your customer success team drives retention, lowers churn, and collects customer feedback. Tips for Building a Customer Success Team. A majority of organizations that have CS teams now offer bonus compensation on top of salary , such as commissions on upsells, renewals, or other bonuses.

Upselling 61

Upselling Customer advocacy Feedback Accountability 61

Quality Contact Solutions

JANUARY 27, 2022

You can find anything from helpful tips to a geographically convenient inside sales seminar to attend with a quick Google search. Tip: The impression should never be that additional products are provided for the sole purpose of increasing sales but rather as a valuable secondary component designed to enhance the primary offering.

Sales 98

Sales Upselling B2C Best practices 98

ChurnZero

JANUARY 20, 2021

Implementing a system that captures feedback from customers, leads and other prospects. This is called upselling. Slack’s users see an upsell message once they’ve reached the 10,000-message limit, which makes sense. . It’s about offering the right upsell at the right time.

SaaS 98

SaaS Upselling B2B Metrics 98

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

DECEMBER 11, 2020

Gaining better profits by recommending the right products during an upsell opportunity. Capture Customer Feedback Everytime. Once a chat or support ticket comes to an end, you need to send in a CSAT survey to your customers to capture their feedback. It’s quick and helps you collect feedback faster. Train Your Employees.

Metrics 148

Metrics Abandon rate Surveys Customer effort 148

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. Below are five of the most important tips.

B2B 88

B2B SaaS Education Brand ambassadors 88

Totango

MAY 3, 2019

Plus, current customers are more likely to make major purchases or upsells. Tips for Increasing Customer Engagement and Loyalty. Here are some useful tips for improving customer engagement and loyalty: #1: Offer Responsive Customer Service. Then, act upon that feedback. Always keep the customer experience in mind.

Enterprise 83

Enterprise Upselling Feedback Advertising 83

ChurnZero

MAY 3, 2022

Start with: CSM Mastermind: Sharing Customer Feedback Effectively. Across more than 30 playlists, you’ll discover everything you need to know about upsell, launching CS, customer training, CS careers, customer value management, retention and renewals, customer journey maps, health scores, segmentation, QBRs and much more.

Journey mapping 98

Journey mapping SaaS Customer centricity Education 98

ChurnZero

JULY 2, 2021

Example: Your business enters January with an MRR of $27,000 and exits January with an MRR of $35,000 (due to upsells) from the same customers at the start of the month. A greater emphasis is placed on product packaging to generate more and larger upsells and cross-sells to grow revenue year-over-year. Customer Success Around the Web.

Customer retention 97

Customer retention Metrics Upselling Chief Customer Officer 97

Amity

FEBRUARY 26, 2018

Pro tip: A lot of SaaS companies usually employ a mix of fixed and flexible prices. The fixed price serves as the baseline and the flexible components allow for other revenue channels like upselling. Review customer feedback. Know the factors that were used, including how your customers are charged (per user, per license, etc.)

Upselling 84

Upselling SaaS Feedback Sales 84

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

Calltools

OCTOBER 19, 2022

Follow these nine holiday contact center tips! Upsell and cross-sell products to increase holiday contact center revenue. Provide a way for employees to leave feedback about their job roles anonymously. Call center managers should prepare for another holiday season by following the tips above. Train Contact Center Agents.

Contact Center 52

Contact Center Gamification Upselling Scripts 52

ChurnZero

AUGUST 27, 2021

Customer Success Managers (CSMs) are responsible for collecting and analyzing customer feedback, managing customer communications, and setting up self-service resources. That’s why we’ve put together some tips to help your CSMs save time to touch more clients in the long run. . Eliminate Manual Data Digging.

Metrics 98

Metrics Upselling B2B Accountability 98

ProProfs Blog

APRIL 17, 2020

If you want to have an accurate recurring revenue calculation and a growing MRR from month to month, pay attention to these two essential tips: 1. Upsells, cross-sells, and advanced features/plugins/add-ons that they don’t get with their standard subscriptions are only some of these sources. Increase your chances to upsell. .

Metrics 142

Metrics Customer retention SaaS Surveys 142

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 tell the customer you want to share your ideas with them, get their feedback, and then they can decide if/when to move forward. . Should Customer Success own the renewal and/or upsell?

Sales 94

Sales Upselling Morale SaaS 94

ProProfs Blog

JUNE 5, 2020

Feedback, . Besides these, you can add customer feedback software such as Qualaroo and integrate with a third-party CRM platform such as Microsoft Dynamics 365 to store collected data and assess upsell opportunities. Live chat tools like ProProfs Chat allow you to capture customer feedback in real-time. Answer quality.

CRM 129

CRM Upselling Feedback Sales 129