CSM Magazine

JANUARY 28, 2025

By offering knowledge bases or self-service tools, you reduce the burden on your customer support team while ensuring customers can find quick and accurate resolutions. A productivity app, for example, can educate users on features via step-by-step tutorials, allowing them to engage with the tool more effectivelyfaster.

Education 52

Education Upselling SaaS Self service 52

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

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 216

Customer Experience Customer Service Chatbots Upselling 216

Totango

NOVEMBER 23, 2021

Whether you’re not using a customer success platform yet or you’re using an aging CS tool, there comes a time when you need to upgrade CS software. Here we’ll look at six of the most common signs you need a new CS tool. This is because CRM tools are designed to manage customer relationship data, not customer success outcomes.

Upselling 98

Upselling CRM Revenue potential Feedback 98

Totango

APRIL 5, 2022

Integration of NPS surveys with other relevant tools, such as CRM apps and email autoresponders. Advanced NPS tools may provide additional features that help implement practical workflows to act on survey results. Leverage satisfied customer responses for upselling conversions and referrals.

Upselling 108

Upselling Surveys Analytics Customer retention 108

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

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. Leaders in a variety of business industries use NPS , which makes NPS a great benchmarking tool.

Customer Experience 165

Customer Experience Customer centricity Metrics Feedback 165

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

Totango

JULY 19, 2021

You’ll see how valuable these skills are when your customer success team drives retention, lowers churn, and collects customer feedback. Not only will your customer success team solve customers’ problems, but they will also help customers have a voice within your company by sharing and acting on their feedback. Onboarding.

Upselling 126

Upselling Feedback Surveys Customer advocacy 126

CCNG

JULY 3, 2024

While modern businesses leverage advanced technologies and tools to create an impactful CX, the most meaningful aspect of customer experience management is in the ‘human touch.’ These advanced tools enable contact centers to deliver personalized, efficient, and rich customer experiences while optimizing operational efficiency.

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

Totango

AUGUST 11, 2021

In a digital environment, customer experience revolves around technology, making automation and artificial intelligence some of the most important tools for enhancing experience. Use Customer Feedback to Refine Products and Services. Deploy Automation and Artificial Intelligence.

Best practices 118

Best practices Customer Experience Upselling Interactive Voice Response 118

Totango

FEBRUARY 12, 2025

Maintain predictable retention metrics while identifying cross-sell or upsell opportunities. The role of automation and customer success platforms Managing customer health at an enterprise scale is nearly impossible without automated tools. Navigate complex purchase decisions influenced by multiple stakeholders.

Enterprise 62

Enterprise Metrics Accountability Construction 62

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

Totango

AUGUST 16, 2022

Finally, we’ll review five of today’s top customer retention platform tools and what they can do to help you maintain more clients. For instance, a customer relationship management (CRM) app may be used to segment customers at risk of churn and reach out to them, serving as a CRM customer retention tool. Customer Feedback: Qualroo.

Customer retention 106

Customer retention Upselling CRM SaaS 106

JustCall

FEBRUARY 5, 2020

However, there is limited knowledge of tech-based tools for handling such modernization. In this blog post, we will talk about the various tools that you must have in your education tech stack, and with features that you must look out for if you want to bring more growth in your business. It also aids strategies like upselling.

Education 84

Education CRM Sales Upselling 84

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. List the tools, software, and resources the employee will use or have access to.

SaaS 52

SaaS Upselling Enterprise industry standards 52

Totango

APRIL 2, 2019

Gather feedback. This is also a good time to add upsells to accounts that have high customer health scores. Health scores indicate which customers may be receptive to cross-sell or upsell offers and which ones might require extra attention from your success team. Gather Feedback. Customize notifications and health scores.

Journey mapping 110

Journey mapping Upselling Accountability Feedback 110

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. One of the tools to measure customer satisfaction is through a NPS software.

Metrics 148

Metrics Abandon rate Surveys Customer effort 148

ChurnZero

DECEMBER 17, 2021

It’s a cost-effective marketing tool but one that can require precision and nuance in its execution. . In the SaaS industry, Customer Success upsell and cross-sell opportunities are commonly incorporated into expansion management. Any Customer Success upsell or cross-sell offer must be timed perfectly. Timing is Everything.

Management 98

Management Upselling SaaS Education 98

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. How to analyze customer feedback in different languages?

Customer Experience 141

Customer Experience Customer centricity Feedback Metrics 141

TeleDirect

JANUARY 28, 2021

To stay on track without missing a beat, TeleDirect has a host of customer service tools , including professional agents, help desk services and Tier I tech support to help your WFH configuration excel. Health concerns forced most companies to adopt remote capacity, with mixed results. 2021 promises more of the same. Embrace flexibility.

Customer Service 111

Customer Service Business Process Outsourcing outsourcing Upselling 111

ProProfs Blog

AUGUST 14, 2020

And one tool that helps you conduct consistent communication and simplify customer journey is live chat. To know what your prospective buyers really think, you need a tool that helps you capture their feedback efficiently. In the situation above, I’d say you can initiate an instant conversation that: Engage customers.

B2B 174

B2B Analytics Education Feedback 174

ChurnZero

JANUARY 20, 2021

Implementing a system that captures feedback from customers, leads and other prospects. Clearbit, a B2B tool that personalizes customer interactions, initially focused on top-line revenue as a key metric. Slack currently has a market capitalization of $24 billion, making it one of the biggest business communication tools around.

SaaS 98

SaaS Upselling B2B Metrics 98

ProProfs Blog

APRIL 5, 2019

Here’s how you can make data-driven decisions from survey data: Integration With Existing Tools. Integrations with existing tools can help you process the data and formulate action plans to improve both, your product and your brand image. As discussed before, data in its unprocessed raw form is of no use to anyone.

Surveys 122

Surveys Upselling Employee engagement Sales 122

Nicereply

OCTOBER 11, 2024

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. Break down the feedback by different customer segments, such as demographics, purchase history, or product usage.

Customer retention 52

Customer retention Surveys Feedback Education 52

CSM Magazine

FEBRUARY 5, 2025

24/7 Availability Chatbots and AI tools allow businesses to provide round-the-clock support, while human agents assist during peak hours or when escalations arise. AI-Human Handoff Systems When AI tools can’t resolve a query, the system escalates the issue to a human agent. Tech-human Hybrid: Are You Ready?

Contact Center 52

Contact Center Chatbots Analytics Airlines 52

ProProfs Blog

APRIL 12, 2019

Since most SaaS tools are cloud-based, they require minimal hardware for support and implementation. As such, companies look to invest in using Saas-based tools rather than develop their own. You can even upsell them to a new package! . SaaS is one of the fastest growing business segments today. In Conclusion.

SaaS 120

SaaS Customer retention Surveys Morale 120

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

ChurnZero

MARCH 24, 2025

A CRM is a great tool for sales operations, but it falls short for customer success needs. The platform is a reference tool, not built for customer segmentation, and lacking built-in actions to trigger workflows or customer alerts. Upsell opportunities. 1: You notice your CRM holding your team back.

Technology 52

Technology CRM Engineering Finance 52

Hodusoft

DECEMBER 4, 2024

Whether it is lead management, surveys and polls, or event promotions, HoduBlast’s customizable campaign management tools can allow MSPs to tailor messages based on customer preferences, behavior, or business needs. This increases the chances of successful upselling and cross-selling.

Upselling 52

Upselling Surveys Marketing Personalization 52

TechSee

SEPTEMBER 24, 2019

If Customer Service has not yet resolved a customer’s issue, a planned upsell should be delayed. Starting with a robust and mobile-responsive website, customers seamlessly transition to the travel-planning site, as well as the My Disney Experience tool. If Sam was a VIP once, he should be a VIP next time too. Technology as the driver.

Customer Experience 150

Customer Experience Self service Banking Analytics 150

Nicereply

DECEMBER 17, 2020

Tue puts his Customer Success team on ‘enablement sessions’ with their clients to learn how they use the tool and then make recommendations towards solving more business problems. This hands-on approach guides the customer to drive more value, ultimately increasing upsells, renewals, and referrals. It’s a win-win!

Upselling 98

Upselling Sales Feedback Customer Experience 98

Fonolo

FEBRUARY 2, 2023

If so, you need to familiarize yourself with the latest tools and technology. Better customer satisfaction When implementing automation tools, it’s important to consider how they will affect and improve the customer experience and their overall journey. Customers are looking for faster results without sacrificing quality of service.

Call Center 140

Call Center Interactive Voice Response First call resolution Self service 140

ProProfs Blog

JUNE 5, 2020

Feedback, . Various live chat tools in the market support powerful third-party integrations to help users create their support bundle. Unlike live chat software, capturing customer feedback in real-time can be a challenge via live phone conversation. . Tools like ProProfs Chat and others are GDPR compliant.

CRM 129

CRM Upselling Feedback Sales 129

Totango

SEPTEMBER 20, 2022

Improving support by providing self-service tools and using automation to manage routine inquiries and route manual tickets to the appropriate representatives. Offering customized upsells geared toward customer needs and product usage patterns. Higher retention creates more opportunities for upsells and referrals, increasing revenue.

B2B 88

B2B SaaS Education Brand ambassadors 88

Totango

MARCH 6, 2020

The feedback your VoC efforts provide are the unique perspective of your own customers, and the actions you take based on that feedback add value to their experience. To make the most of your Voice of Customer (VoC) data you need to know when to request, share, and use feedback in your daily workflows to impress and serve customers.

Best practices 93

Best practices Upselling Feedback Enterprise 93

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. Social media posts.

SaaS 113

SaaS Journey mapping B2B Upselling 113