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. Demonstration videos. Video chat. Customer satisfaction and feedback surveys. Upsell purchases.

SaaS 113

SaaS Journey mapping B2B Upselling 113

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

Nicereply

NOVEMBER 21, 2022

By constantly checking your customers’ health scores , you will be able to spot upsell and cross-sell opportunities and offer your clients the best solutions for their businesses. Nicereply is a tool that will help you gather feedback from your customers. This platform lets you go live and video chat with customers anytime.

Customer retention 98

Customer retention SaaS Upselling Analytics 98

TechSee

SEPTEMBER 21, 2023

This provides a base layer of knowledge and capability that grows with each new interaction, evolving and improving through man-in-the-middle and fully autonomous feedback-improvement loops. The platform learns from user feedback, continuously improving with scale.

Engineering 109

Engineering Enterprise Chatbots Self service 109

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

TechSee

SEPTEMBER 24, 2019

If Customer Service has not yet resolved a customer’s issue, a planned upsell should be delayed. Customers want to receive service anywhere, at any time, and any which way they like: web, voice, chat, messaging, social media, video or email. If Sam was a VIP once, he should be a VIP next time too.

Customer Experience 150

Customer Experience Self service Banking Analytics 150

ChurnZero

MAY 3, 2022

Did you know that, by the end of this week, one-third of internet users* will have watched a tutorial or how-to video? Start with: CSM Mastermind: Sharing Customer Feedback Effectively. We also love their bite-sized CS skills videos that tackle common challenges for CSMs. 1: SuccessHACKER. 2: CSM Practice.

Journey mapping 98

Journey mapping SaaS Customer centricity Education 98

Totango

SEPTEMBER 20, 2022

Showing customers how to unlock product value by explaining features through demonstration videos, tutorials, and FAQ resources. 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

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

ChurnZero

MARCH 24, 2023

For example, if you receive an end-user NPS response or notice a pattern in end-user NPS feedback that says, “I hate this product,” and then from the same account, you get decision makers or contract signers saying, “I love this product,” that’s a problem. Everyone started looking at the dollars and focusing on these upsells.

Upselling 98

Upselling Metrics SaaS Sales 98

ChurnZero

MARCH 24, 2023

For example, if you receive an end-user NPS response or notice a pattern in end-user NPS feedback that says, “I hate this product,” and then from the same account, you get decision makers or contract signers saying, “I love this product,” that’s a problem. Everyone started looking at the dollars and focusing on these upsells.

Upselling 97

Upselling Metrics SaaS Sales 97

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

Comm100

MARCH 6, 2024

It also provides an opportunity for upselling and cross-selling products or services. Feedback Live chat support provides valuable data that businesses can analyze to improve their products, services, and customer service strategies. This data can reveal common customer issues, preferences, and trends.

Abandon rate 110

Abandon rate Chatbots Upselling Sales 110

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. From this feedback, you can identify trends and opportunities to improve customer experience. This leaves you with more uncertainty about CX than you had at the start of your research. .

Customer Experience 134

Customer Experience Metrics Journey mapping Customer centricity 134

Hodusoft

AUGUST 9, 2021

Customers view the brands favorably which has an ear on the ground, listens to the feedback, iterates, and excels in customer experience. . You can also use the Facebook Live feature to upload static or influencer video and notify customers to join for video streaming. Video improves the caller experience even more.

Social media contact 105

Social media contact Contact center software Contact Center Interactive Voice Response 105

CSM Magazine

JULY 22, 2021

While good for business, this exponential growth makes it difficult for companies to collect feedback and insights from individual users and fully hone in on their customer experience. Communities furthermore, lower service costs and dramatically affect retention and upsell. High engagement aids brand awareness and market positioning.

Advertising 98

Advertising SaaS B2C Best practices 98

Solvvy

MAY 8, 2019

Another product feedback we got from our customers is the pain in making their beds because they can’t tell the difference between the short and long sides of fitted sheets so we added a tag so you can easily tell them apart. Often times, auto shops attempt to upsell you on other services/products.

Feedback 48

Feedback Self service Upselling Customer Support 48

Amity

DECEMBER 12, 2016

Catching customer feedback and pain points early on gives you a chance to prevent problems before they explode or paint your company in a negative light. Increasing Upsell Opportunities. At the end of the day, your boss measures your success at customer management by the renewals and upsells you generate for the product.

Upselling 84

Upselling Entertainment Education Personalization 84

Cincom

FEBRUARY 21, 2025

This results in lost revenue and missed opportunities to upsell or cross-sell. 5- Enhanced Upselling and Cross-Selling Strategies Many CPQ platforms include recommendation engines that suggest upgrades, bundles, and complementary products. 4- Frustrated Customers and Lost Deals Customers expect fast, accurate, and transparent quotes.

Sales 40

Sales Gamification Finance CRM 40

Babelforce

SEPTEMBER 15, 2021

It contains welcome videos from senior leaders and information about the company’s customers, service lines, and philosophy. Experienced employees can provide real-time coaching and feedback, which many of them sincerely enjoy doing! 13 Provide quality feedback. Feedback is an essential part of any training program.

Call Center 102

Call Center Scripts Contact Center Airlines 102

Enghouse Interactive

OCTOBER 27, 2021

Organizations are increasingly revisiting their operational investments with a focus on improving the customer experience (CX), hoping to minimize churn, grow revenue, and better position upsell and cross-sell initiatives while resolving specific customer issues, and meeting emerging needs.

Upselling 86

Upselling Contact Center Analytics Surveys 86

Totango

DECEMBER 21, 2021

It also can create an opportunity for upsell offers when applicable. A great way to introduce new features is to send customers links to how-to videos describing the feature’s benefits and demonstrating how to use it. Announcing new features to customers encourages more active user engagement and product adoption. Renewal Reminders.

Management 112

Management Best practices Upselling Accountability 112

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

Totango

MARCH 2, 2021

How-to blogs, articles, and videos addressing your market’s pain points. To bring buyers to a point where they are interested enough in your product to register for a free trial, you can use a number of tactics to deliver preliminary value: Demonstration videos. Tutorial videos. Reviews and testimonials mentioning your brand.

Upselling 63

Upselling SaaS Brand ambassadors Sales 63

CustomerSuccessBox

MARCH 27, 2019

Thus, increasing the retention rate, and creating potential opportunity for upsells / cross-sells too. Customer success managers have a lot of responsibilities like increasing retention, decreasing time to value, building key relationships, create upsell opportunities, etc. Decide what to focus on. Liked this blog?

Upselling 66

Upselling SaaS Best practices Feedback 66

ChurnZero

AUGUST 14, 2020

Track free-trial users for upsell opportunities to convert to paid users. Solicit feedback to measure customer sentiment toward your product or business. Integrate NPS into a customer’s overall health score to factor in subjective customer feedback. What are the benefits of integrating with Customer Success software?

CRM 87

CRM Finance Upselling Accountability 87

Totango

JUNE 27, 2019

Saves Time: Knowing each customer’s customer lifetime value helps you identify where your customer success team’s efforts are most likely to pay off and who would benefit from an upsell. You can also ask for feedback. Provide how-to videos and tutorials. Depending on the product or industry, you could make follow-up phone calls.

Advertising 79

Advertising Upselling Best practices Feedback 79

AskNicely

JUNE 6, 2018

A membership-based inclusive approach to car care where customers are treated more like VIP guests and less like potential upsell targets. Stay tuned for more CX Obsession videos, stories, and details on our next event (coming sooner than you think!). Love your feedback! Enter CRaaS: Car Repair as a Service. BOOK A DEMO.

Upselling 60

Upselling Customer centricity Feedback Sales 60

CSM Practice

DECEMBER 8, 2019

Revealing opportunities for cross-sells and upsells. Feedback-Driven Churn Analysis. An unbiased third party is best suited for this interview so customers can express their full feedback without holding back. Predicting at-risk customers. Engaging with customers to improve relationship. Identifying competitive threats.

SaaS 88

SaaS Customer retention Accountability Feedback 88

Mindtouch

JANUARY 5, 2017

View the following video with these questions in mind: How many solutions does your company have for supporting the entire customer journey (pre-sale to renewal)? The knowledge and support a customer needs to master using your product or service, leading to renewals, upsells, and ultimately brand-loyal promoters.

Upselling 59

Upselling Engineering Sales Analytics 59

Totango

AUGUST 14, 2020

Ideally, this long-term partnership will see your customer reach milestones with your help, expand their use of your product, and upsell or cross-sell in other ways. Escalation : Rapid, personalized, and inclusive responses to customer feedback and challenges can actually improve the customer relationship and your product.

Enterprise 80

Enterprise Feedback Upselling Accountability 80

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

ProProfs Blog

JANUARY 7, 2022

The creators had introduced Slack as a tool for internal communication when they were developing a role-playing video game. . Eventually, they have discovered that a plentiful of role-playing video games already exist in the market, and the competition would be tough in order for the product to be successful. Customer Churn Rate.

Marketing 78

Marketing Surveys Customer retention Metrics 78

NobelBiz

JULY 25, 2023

Emails : Written communications, often detailing specific issues or feedback, which can be analyzed for content richness and sentiment. Social Media : Customers today take to platforms like Twitter, Facebook, and LinkedIn to voice concerns, appreciation, or feedback. Live Webchat : Instant messaging platforms on websites or apps.

Analytics 98

Analytics Call Center Scripts Contact center software 98

Nicereply

JUNE 18, 2020

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. Embrace Customer Feedback. Customers who take the time to offer feedback are much more likely to be engaged, long term users.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

Interaction Metrics

MARCH 20, 2025

CX software: Digs deeper into analyzing customer feedback, pinpointing customer pain points, and orchestrating improvements across all channelsnot just at the lead or deal stage. We hunted for platforms that turn feedback into action and scale with your ambitions. Why Would You Need CX Software?

Enterprise 62

Enterprise Surveys Analytics Feedback 62

OctopusTech

MARCH 28, 2022

CSMs are mainly responsible for building customer loyalty, maintaining long-term relationships with customers, upselling new product features to existing customers, and ensuring that their customers get the overall satisfaction from purchasing your product. Conduct a survey at each stage in the customer’s life cycle.

Feedback 62

Feedback Surveys Upselling outsourcing 62