CustomerSuccessBox

SEPTEMBER 7, 2021

So, without further ado, let’s see the Customer Success Trends as predicted by the CS experts. Future strategies are focused on aggregating customer data and incorporating AI to provide valuable and accurate insights on usage trends, potential churn, and growth opportunities. #3 via GIPHY. #1

Journey mapping 96

Journey mapping Engineering SaaS Upselling 96

ChurnZero

JANUARY 13, 2023

However, it’s tough to predict the future alone — so we asked Customer Success leaders across the industry to share their top trends for 2023. Here are 12 predictions and trends your team can take advantage of now to make a big impact this year. Organizations tap into customer feedback for free market research.

Chief Customer Officer 98

Chief Customer Officer Sales SaaS Customer centricity 98

CSM Magazine

JANUARY 28, 2025

Webinars and Workshops Hosting live or recorded webinars to explain advanced features or industry trends allows customers to deepen their knowledge and use a product or service more effectively. 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

ROI CX Solutions

APRIL 29, 2025

Data-driven insights fuel proactive service: AI technologies capture and analyze customer interactions to identify trends, anticipate issues, and tailor support strategies. Identify trends by issue, customer demographic, and time of the year to anticipate your staffing needs at any given time.

Customer Support 52

Customer Support Interactive Voice Response Chatbots Coaching 52

Totango

FEBRUARY 12, 2025

Maintain predictable retention metrics while identifying cross-sell or upsell opportunities. For enterprises, improving customer health requires balancing three core priorities: Address regional or departmental variations in customer engagement. Navigate complex purchase decisions influenced by multiple stakeholders.

Enterprise 62

Enterprise Metrics Accountability Construction 62

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

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

CCNG

JULY 3, 2024

This alleviates the burden on companies from managing employee hiring, training, scheduling, and downsizing, allowing them to adapt to changing consumer demands, seasonal trends, or temporary projects. However, choosing a reliable and experienced partner is paramount for creating a value-based omnichannel customer experience.

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

ChurnZero

APRIL 25, 2025

With metrics in hand, its time to start pulling out the trends, themes, and stories behind the numbers. Incorporate setup fees, discounts, and any upsell or cross-sell opportunities that dont factor into your subscriptions or recurring revenue. Separating the trends from the noise. Take a look. Non-recurring revenue.

Finance 52

Finance Metrics Engineering Construction 52

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. How to analyze customer feedback in different languages? Voice of the customer: where to start?

Customer Experience 165

Customer Experience Customer centricity Metrics Feedback 165

TeleDirect

MARCH 15, 2025

Conducting upselling and cross-selling campaigns to increase revenue. Market Research & Customer Surveys Gathering customer feedback through phone surveys and opinion polls. Conducting research on industry trends and customer preferences. Qualifying prospects for sales teams to convert into customers.

Call Center 62

Call Center Telemarketing Technical Support Healthcare 62

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

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. Staying current with industry trends and emerging technologies.

SaaS 52

SaaS Upselling Enterprise industry standards 52

Totango

AUGUST 11, 2021

Use Customer Feedback to Refine Products and Services. To evaluate the quality of your customer service and experience, it’s important to solicit customer feedback. Monitor customer feedback to help ensure that your customer experience strategy is delivering the desired results.

Best practices 118

Best practices Customer Experience Upselling Interactive Voice Response 118

Callminer

SEPTEMBER 14, 2020

The business analyst is tasked with identifying trends from collected customer service data, developing and implementing strategies based on these trends and driving efficiencies in the operations of the call center, as well as identifying issues within the operations and solving them strategically. Andrew Tillery. MAPCommInc.

Call Center 182

Call Center Analytics First call resolution Metrics 182

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

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 Customer advocacy Surveys 126

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

Tethr

AUGUST 27, 2020

Are you curious about how upsells, cross-sells, promotions and campaigns are impacting customer loyalty? According to statistics from Small Business Trends , 65 percent of an organization’s business comes from existing customers. Inside every channel, instances of customer effort, frustration, confusion and feedback are prevalent.

Enterprise 117

Enterprise Upselling Customer effort Call Center 117

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

CustomerSuccessBox

DECEMBER 13, 2021

Here are some of the Customer Success trends in 2022 that will help you make sense of the incoming changes. Customer Success trends in the year 2022. It enables CSMs to retain customers with confidence, drive adoption to deliver value, and make sure shot upsells. I have something to tell you, the change hasn’t stopped yet.

Journey mapping 52

Journey mapping Customer advocacy Upselling Big data 52

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. Customer Success Around the Web.

SaaS 98

SaaS Upselling B2B Metrics 98

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

NOVEMBER 25, 2020

Feedback metrics like NPS and CSAT scores. Equipped with this knowledge, CS teams can create more opportunities for upsells/expansions, as well as reduce churn rates. . View and Act on Feedback. In the case where these scores are very positive, you can look towards these clients for possible upsell opportunities.

CRM 112

CRM Upselling Metrics Accountability 112

ProProfs Blog

DECEMBER 16, 2020

Changing shopping trends are likely to reshape this 2020 holiday season. Identify upsell and cross-sell opportunities that can be offered during an ongoing conversation. One, you can identify upsell opportunities for your business. Use Live Chat Report Data to Map Out this Year Trends.

Management 147

Management Chatbots Sales Upselling 147

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. From this feedback, you can identify trends and opportunities to improve customer experience.

Customer Experience 134

Customer Experience Journey mapping Metrics Customer centricity 134

TeamSupport

MARCH 3, 2021

It’s not always about researching negative trends. According to ServiceXRG, while most companies have formalized methods for capturing customer feedback, when customer dissatisfaction is identified, only 57% of companies have formal procedures to act on reported dissatisfaction. Learn more at TeamSuccess.com.

B2B 98

B2B Upselling Customer retention Customer Support 98

Totango

JUNE 4, 2019

According to research by workplace collaboration specialist Atlassian, less than 1 in 5 people believe companies listen to their feedback. Whenever a customer offers feedback, they are giving you an opportunity to make them happy—or at least happier. Be sure you are capturing feedback at multiple levels as well.

Upselling 83

Upselling Feedback Enterprise Surveys 83

Lumoa

APRIL 4, 2023

Gather and Analyze Feedback Wrapping Up What Is a Customer Engagement Strategy? A solid customer engagement strategy produces: Meaningful connections with customers Customer feedback Increased loyalty over time These benefits build upon each other. Loyalty’s main benefit is the opportunity to upsell. Personalization 2.

Upselling 78

Upselling Feedback Personalization Chatbots 78

CCNG

OCTOBER 19, 2022

Here are over 100 customer experience stats and trends for you to discover. Temkin, 2017) After a bad experience, 30% of consumers tell the company, 50% tell their friends, and 15% provide feedback online. Less than half of CX execs trust their company's ability to deliver great experiences.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Hodusoft

APRIL 24, 2025

Ineffective Feedback Loops Feedback is the breakfast for champions. If the customer feedback loop is ineffective, then it becomes difficult for insurance companies to retain customers. They must have mechanisms to gather and act on customer feedback. Those who can’t will lose policyholders.

Contact center software 52

Contact center software Customer retention Contact Center call center software 52

Lumoa

MAY 29, 2018

Upsell to existing customers =increase customer lifetime value, or CLV 4. The most precious information you can get from customer feedback is actually the text feedback that will help you to shape your business strategy. Upselling is a common practice in many industries, one particular example being the low-cost air travel.

Upselling 83

Upselling Advertising SaaS Feedback 83

ChurnZero

MAY 3, 2022

Let’s explore five of the best Customer Success YouTube channels for learning how to fight churn, understand industry trends, and position yourself for professional success in CS. Start with: CSM Mastermind: Sharing Customer Feedback Effectively. The only problem is knowing where to start—so we’re here to help. 1: SuccessHACKER.

Journey mapping 98

Journey mapping SaaS Customer centricity Education 98

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

Interaction Metrics

APRIL 17, 2025

At Interaction Metrics, we help organizations of all sizes improve how they collect and use feedback. Its a curated list of 17 Qualtrics alternatives, each chosen for a specific strengthwhether thats streamlined online surveys, better integrations, or smarter ways to tie customer feedback data to revenue.

Surveys 48

Surveys Enterprise B2B Analytics 48

JustCall

MARCH 28, 2023

By embracing the latest customer service trends, businesses can effectively adapt their processes and leverage cutting-edge tools and technologies to streamline their customer service operations. This comprehensive blog post highlights the most significant customer support trends for 2023 that all customer service leaders should be aware of.

Customer Service 52

Customer Service Chatbots Analytics Advertising 52

TeamSupport

MAY 11, 2021

It’s one way of getting ahead of the risk of a customer churning or capitalize on an upsell or cross-sell opportunity. While most companies have formalized methods for capturing customer feedback, only 57% of companies have formal procedures to act on reported dissatisfaction. It’s not always about researching negative trends.

B2B 98

B2B Upselling Metrics Education 98