Totango

OCTOBER 20, 2020

This industry-standard measurement centers around how likely your customers are to recommend your product to a peer. Anticipating which customers are viable candidates for upsell/cross-sell opportunities. Through these various approaches, a reliable picture of your clients’ thoughts and feelings becomes apparent.

Customer Experience 90

Customer Experience Education Customer centricity Metrics 90

Totango

APRIL 2, 2021

Since 2016, the TrustRadius Top Rated Awards have become the industry standard for unbiased recognition of B2B technology products. Totango is also helping us from a management perspective, allowing us to easily create dashboards on account risk/health, renewals, upsells, etc.

industry standards 63

industry standards Upselling B2B Enterprise 63

Amity

AUGUST 17, 2017

Understand the industry standard outcomes that each of these roles drive, and how the company that you are interviewing for has aligned them. Upsell and renewal strategy - Did you own upsells and/or renewals? Step 4: Customer Success, Customer Support, and Account Management. How did you approach that?

Upselling 69

Upselling industry standards SaaS Accountability 69

Amity

AUGUST 17, 2017

Understand the industry standard outcomes that each of these roles drive, and how the company that you are interviewing for has aligned them. Upsell and renewal strategy - Did you own upsells and/or renewals? Step 4: Customer Success, Customer Support, and Account Management. How did you approach that?

Upselling 61

Upselling industry standards SaaS Accountability 61

Fonolo

FEBRUARY 9, 2023

Whatever the story is, clearly we need to approach this “standard” with skepticism. Or how many opportunities to upsell a customer were missed because the customer support agent didn’t have the time to build a relationship with the customer? 3.

Service level 142

Service level Call Center Abandon rate Metrics 142

Amity

NOVEMBER 27, 2017

In the world of SaaS, it is industry standard to have some sort of “ticketing system” This allows you to measure important KPIs such as time to first response, or time to resolution, allowing you to ensure SLAs are being met and ideally exceeded. ” This is where best practice sharing can be so powerful.

SaaS 71

SaaS industry standards Upselling Education 71

JustCall

JULY 23, 2020

In order to check how you are performing according to industry standards, you need to calculate your sales cycle duration. If your sales cycle duration is longer than the industry standards, perhaps there is a need to alter your sales process altogether. Upselling Rate. Upselling Rate= No.

Sales 52

Sales Metrics Upselling Benchmark 52

Outsource Consultants

APRIL 2, 2025

The call center industry standard for a good CSAT score is 75% to 84%, with world-class scores being 85% or higher. A Zendesk survey revealed that more than 50 percent of customers will switch to a competitor after multiple bad experiences, underscoring the importance of quality service in driving long-term business value.

Call Center 67

Call Center First call resolution Average Handle Time outsourcing 67

TMP Direct

JULY 11, 2024

Our teams are trained to identify and capitalize on these opportunities, whether it’s upselling, cross-selling, or simply providing excellent customer service. By adhering to industry standards and continuously refining our processes, we help our clients achieve their sales goals and improve their customer experiences.

B2C 52

B2C B2B Sales Best practices 52

TMP Direct

JULY 11, 2024

Our teams are trained to identify and capitalize on these opportunities, whether it’s upselling, cross-selling, or simply providing excellent customer service. By adhering to industry standards and continuously refining our processes, we help our clients achieve their sales goals and improve their customer experiences.

B2C 52

B2C B2B Sales Best practices 52

Call Experts

OCTOBER 5, 2023

Driving Revenue As explained by Contact Center Pipeline , effective call center agents can do more than just resolve issues; they can also upsell or cross-sell products and services, contributing to increased revenue. Well-trained agents can identify opportunities to add value to each customer interaction.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

Fonolo

JUNE 9, 2014

Whatever the story is, clearly we need to approach this “standard” with skepticism. The ’80/20 Rule’ is Just an Arbitrary Industry Standard. Or how many opportunities to upsell a customer were missed because the customer support agent didn’t have the time to build a relationship with the customer?

Service level 96

Service level Call Center Abandon rate Metrics 96

Hodusoft

AUGUST 8, 2024

More Room for Cross-Selling and Upselling Opportunities Cross-selling means selling related or supplementary products to customers. Upselling means selling higher-end variants of a product to customers. Inbound call centers can enhance the prospects of cross-selling and upselling by leaps and bounds.

Call Center 52

Call Center call center software Abandon Call Upselling 52

Fonolo

JULY 5, 2023

How they approach upselling opportunities Upselling is something that all your customer-facing employees should be doing — not just sales. What industry do you work in?” They’ve become an industry standard, which helps because customers know how to answer them quickly.

Surveys 104

Surveys Brand ambassadors Sales Advertising 104

Lumoa

FEBRUARY 9, 2023

upselling to the most loyal customers) Process changes (e.g. Compare your score to industry standards (by region, country, industry). Depending on the organization impacted, this can include (for instance) some of the following items: Fixes to the existing product (e.g.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Education Services Group

JULY 29, 2020

Examples would be monthly product updates, quarterly newsletters, or upsell campaigns. Does your communication tool have functionality to send industry standard surveys like Customer Satisfaction (CSAT), Net Promoter Score (NPS), or Customer Effort Score (CES)? How are you incorporating surveys into your communications?

Marketing 52

Marketing industry standards Surveys Upselling 52

aircall

MARCH 5, 2021

Whether it’s cross-selling, upselling, asking for referrals, gauging satisfaction, or just keeping your brand front-of-mind. Learn from the industry standards in app stores. The voice ecosystem syncs call data across the platforms, making it easier for agents to access essential customer information and do their job well.

voip 62

voip SaaS Airlines Transportation 62

Lumoa

MARCH 20, 2018

upselling to the most loyal customers) Process changes (e.g. Compare your score to industry standards (by region, country, industry). Depending on the organization impacted, this can include (for instance) some of the following items: Fixes to the existing product (e.g. Calculate the perfect score for your company.

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

Comm100

OCTOBER 30, 2020

It can also identify whether a customer is eligible for a promotional offer and upsell a deal automatically. Comm100 offers iron-clad security and compliance, more than the industry standard (including for highly regulated sectors), so your customers’ sensitive information and business operations always remain safe.

Chatbots 59

Chatbots Technology CRM industry standards 59

Comm100

JANUARY 29, 2021

It can also identify whether a customer is eligible for a promotional offer and upsell a deal automatically. Comm100 offers iron-clad security and compliance, more than the industry standard (including for highly regulated sectors), so your customers’ sensitive information and business operations always remain safe.

Chatbots 58

Chatbots Technology CRM industry standards 58

CSM Practice

OCTOBER 15, 2019

To do so, most organizations currently use industry standard CRM systems in combination with a marketing automation system. Resolving those problems result in increased renewal rate, increased adoption, and easier upsells. Combined, these tools make the renewal process more effective than the usual manual efforts.

Benchmark 40

Benchmark SaaS Journey mapping Customer centricity 40

Vcaretec

AUGUST 8, 2023

In these situations, they take pleasure in providing better after-sales services than the industry standard or its main rivals. Cross-selling and upselling too frequently can appear desperate and unprofessional. Some companies rely on effective after-sales support to promote their goods and services.

outsourcing 52

outsourcing Customer Care Sales industry standards 52

Balto

AUGUST 3, 2022

We asked respondents which of the following activities their agents engage in on the phones: Upselling to customers (encouraging them to purchase a higher-end product) Cross-selling to customers (encouraging them to purchase related items) Asking for online reviews Gathering customer information for marketing purposes (ex. Briedis, H.,

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

Help Scout

JANUARY 14, 2019

To support their community, HubSpot’s team built out a prolific body of free content, a full curriculum of courses as well as certification programs that educate customers and raise industry standards. This deepened engagement may seem like an upsell, but it’s not. Team member : Yes, here are those details.

Education 40

Education Banking Customer Support industry standards 40

Call Experts

APRIL 8, 2024

Driving Revenue As explained by Contact Center Pipeline , effective call center agents can do more than just resolve issues; they can also upsell or cross-sell products and services, contributing to increased revenue. Well-trained agents can identify opportunities to add value to each customer interaction.

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52

Lumoa

MARCH 20, 2018

upselling to the most loyal customers) Process changes (e.g. Compare your score to industry standards (by region, country, industry). Depending on the organization impacted, this can include (for instance) some of the following items: Fixes to the existing product (e.g. Calculate the perfect score for your company.

Customer Experience 60

Customer Experience Journey mapping B2C B2B 60

SmartKarrot

DECEMBER 2, 2020

Create NPS scoring and exceed industry standards. Optimize cross-functional team communication to impact onboarding, engagement, renewal, and upsell outcomes. Also, partner with the Account Management team to successfully set up renewal and upsell opportunities.

Upselling 10

Upselling Best practices Enterprise Technical Support 10

SmartKarrot

FEBRUARY 19, 2021

Upsell limitations: Calculate the bucket size of customers who qualify for upgrades or account expansion. Then calculate the number of actual upsells that have taken place in a specific duration, say a year. Most likely it would be much higher than your industry standard. Quote the figure in your slides.

Upselling 10

Upselling outsourcing Technical Support industry standards 10

SmartKarrot

MAY 21, 2021

Delivering and evaluating a wide range of online campaigns, creating good quality, creative content for digital media and your technical knowledge will include the latest versions of the industry-standard design and digital media software & content management.

industry standards 10

industry standards Upselling Metrics Enterprise 10

SmartKarrot

APRIL 22, 2020

Apply here: [link] Role: Customer Success Manager – US and EMEA Market Location: Bangalore, India Organization: Workato This role will require you to develop and maintain strategic business relationships with enterprise customers to drive adoption and expansion in upselling and cross-selling.

Best practices 10

Best practices Enterprise industry standards Accountability 10

SmartKarrot

FEBRUARY 9, 2024

Customer Retention The CS framework seamlessly transitions to customer retention, where industry-standard practices like ITIL and ISO 20,000 come into play. This strategic focus on the initial stages of customer engagement sets the foundation for a successful long-term relationship.

Best practices 10

Best practices industry standards Customer retention Accountability 10

SmartKarrot

JANUARY 30, 2024

This information, coupled with an industry-standard framework known as the OGSM model (Objectives, Goals, Strategies, and Measurement), forms the basis of a success plan. Expanded Commercial Responsibilities: Customer success teams will be entrusted with renewals and upsells.

Management 10

Management Enterprise industry standards Analytics 10

SmartKarrot

JANUARY 30, 2024

This information, coupled with an industry-standard framework known as the OGSM model (Objectives, Goals, Strategies, and Measurement), forms the basis of a success plan. Expanded Commercial Responsibilities: Customer success teams will be entrusted with renewals and upsells.

Management 10

Management Enterprise industry standards Analytics 10

Totango

OCTOBER 15, 2020

To aid with this compliance, CDPs are often built on foundations that prioritize security and privacy , enabling companies to protect customer data by: Complying with Key Industry Standards: Security standards like ISO/IEC 27001 detail requirements on how to properly manage information security.

Enterprise 63

Enterprise Surveys industry standards Feedback 63

Cincom

MARCH 5, 2025

Additionally, bundling services effectively for upselling requires a structured approach. Flexible pricing models support dynamic business needs, and AI-driven recommendations enhance cross-selling and upselling opportunities. Subscription and contract management also pose challenges, leading to potential errors.

CRM 40

CRM Upselling Automotive Sales 40