JivoChat

JUNE 8, 2021

Not sure which is the best upsell app for Shopify? But given that upsell apps can increase revenue by an average of 10-30%. And that it’s 68% more affordable to upsell an existing customer than acquire a new one, you know you can’t afford to miss out any longer. Types of Upsell Apps for Shopify. Let’s start! Algorithmic.

Upselling 52

Upselling Analytics Sales Personalization 52

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices.

Metrics 52

Metrics SaaS Upselling Accountability 52

ChurnZero

MARCH 24, 2023

1: Is NPS a Customer Success metric? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. Here’s why. Value is very hard to measure.

Upselling 98

Upselling Metrics SaaS Sales 98

ChurnZero

MARCH 24, 2023

1: Is NPS a Customer Success metric? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. Here’s why. Value is very hard to measure.

Upselling 97

Upselling Metrics SaaS Sales 97

TeamSupport

JUNE 29, 2023

They present an opportunity to introduce upsells to products, add new features to products, include a subscription plan to further engage them. This involves looking at several metrics like the Net Promoter Score (NPS), Customer Satisfaction score (CSAT), and an index of customer distress.

Upselling 97

Upselling Metrics Chatbots Customer Support 97

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? We also love their bite-sized CS skills videos that tackle common challenges for CSMs. Customer Experience Metrics Will Improve Your Company’s Performance. 1: SuccessHACKER. 5: ChurnZero.

Journey mapping 98

Journey mapping SaaS Customer centricity Education 98

Nicereply

NOVEMBER 21, 2022

This is an important metric that shows the level of customer loyalty. 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. This platform lets you go live and video chat with customers anytime.

Customer retention 98

Customer retention SaaS Upselling Analytics 98

ProProfs Blog

DECEMBER 27, 2020

To make sure your efforts are reaping benefits, track metrics such as number of new visitors, percentage of new visitors vs. overall visitors, and number of new direct visitors. To make sure your efforts are reflecting expected results, track metrics such as: New leads generated. Troubleshoot any confusions. Returning direct visitors.

Journey mapping 148

Journey mapping Education B2B Sales 148

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. Stage 4 —O perationalize: You begin to re-design your company’s operational processes based on customer insight and other customer experience metrics.

Customer Experience 134

Customer Experience Metrics Journey mapping Customer centricity 134

TeamSupport

FEBRUARY 18, 2022

Conceptualized to negate churn and expand revenue by increasing retention and driving upsell and cross-sell opportunities, TeamSupport created the Customer Pipeline strategy to provide an easy way to become truly customer-first. Know – analytical relationships over reliance on single metrics. their goals with you ).

B2B 105

B2B Upselling Customer Support Sales 105

CSM Practice

FEBRUARY 24, 2020

This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. Most customer success metric fall into one of these four categories: Customer Usage Metrics. Customer Financial Metrics. Customer Heath Metrics.

Metrics 52

Metrics Education Best practices Upselling 52

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

Totango

FEBRUARY 28, 2020

Analyzing customer success metrics. Analyzing Customer Success Metrics. Closely following your customer’s day-to-day growth with your product yields a range of metrics you can use to guide customer engagements. These actions are the way we personalize our service to meet the demands of our customers. Anticipating customer need

Customer centricity 93

Customer centricity Metrics Upselling Enterprise 93

TechSee

MAY 29, 2018

Video is becoming increasingly entrenched in daily life. Businesses in all categories seek solutions for enhanced video engagement with customers. One example is the explosion of product unboxing videos. One example is the explosion of product unboxing videos. These videos have more than a billion views annually.

Contact Center 95

Contact Center Call Center Best practices Customer centricity 95

TeamSupport

FEBRUARY 18, 2022

Conceptualized to negate churn and expand revenue by increasing retention and driving upsell and cross-sell opportunities, TeamSupport created the Customer Pipeline strategy to provide an easy way to become truly customer-first. Know – analytical relationships over reliance on single metrics. their goals with you ).

B2B 98

B2B Upselling Customer Support Sales 98

ChurnZero

JANUARY 22, 2021

So, you signed up for a Customer Success gig and now your boss wants you to upsell? We are huge fans of using video to do this. Use video to do that. You do your video, and it emails it to them. We found huge success in getting responses when you’ve been ghosted multiple with video. And expand?

Sales 98

Sales Chief Customer Officer Upselling Metrics 98

Lumoa

FEBRUARY 9, 2023

upselling to the most loyal customers) Process changes (e.g. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. It involves leveraging customer feedback, reviews, videos, and other customer-created content to create an authentic customer experience.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Satrix Solutions

NOVEMBER 2, 2020

To combat this, companies turn to existing customers for upsell / cross-sell opportunities to offset lost revenue from downgrades or cancellations. Watch the video or read the complete transcript below for their responses. You get that when you have very low churn and high opportunity for upsell & cross sell.

Upselling 78

Upselling Metrics B2B Sales 78

Totango

SEPTEMBER 11, 2020

As a result, businesses can build better client communication, create enticing offers for upsell opportunities, and meet overall business goals in a more reliable manner. . In other cases, links to webinars, product training videos, or an appointment time with a CSM for help going over a feature could be useful.

Upselling 84

Upselling Enterprise Healthcare Metrics 84

CustomerSuccessBox

AUGUST 22, 2019

Expansion revenue consists of upgrades, upsells and cross sells. Total MRR Expansion Revenue= Revenue from ( Upgrades + Upsells + Cross sells). The major advantages of Negative Churn are: Signing new customers is resource intensive compared to upselling to customers. Upsells + Upgrades.

Upselling 56

Upselling SaaS Engineering Metrics 56

PeopleMetrics

APRIL 17, 2015

Nonetheless, optimization is a critically important metric that we must quantify and strive to improve. When customers are retained for longer periods of time (or partake in upsells and additional products, seats, licenses, etc.), When viewing a product highlight video, do visitors perceive your product to be a good one?

Marketing 108

Marketing Customer Experience Benchmark Wireless 108

Totango

SEPTEMBER 20, 2022

Showing customers how to unlock product value by explaining features through demonstration videos, tutorials, and FAQ resources. Monitoring customer satisfaction metrics and intervening when low satisfaction levels are detected. Offering customized upsells geared toward customer needs and product usage patterns.

B2B 88

B2B SaaS Education Brand ambassadors 88

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.

Management 112

Management Best practices Upselling Accountability 112

TechSee

MARCH 7, 2019

When gamification is introduced into a contact center environment, agents compete to complete objectives and outpace colleagues in specific metrics such as hours worked and average speed to answer. Gamification. Rewards may include recognition on leaderboards, physical prizes, priority for preferred shifts or free parking.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

Totango

MARCH 10, 2020

That requires the use of customer success software that is able to capture and organize information from a range of sources and turn it into real-time metrics that reveal the customer experience. It can be used to create an early warning system to prompt action to capitalize on renewals and upsells, or to prevent churn.

Customer Experience 93

Customer Experience Upselling Feedback SaaS 93

Nicereply

SEPTEMBER 21, 2021

Then, when chances to renew or upsell come along, customers aren’t interested because they feel like you haven’t delivered on your promises. Conversion rates are usually one of the primary metrics that businesses use to measure success. However, they often underestimate how UX design influences this vital metric.

Customer Experience 102

Customer Experience Self service Upselling Metrics 102

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. Net Promoter Score (NPS).

Marketing 78

Marketing Surveys Customer retention Metrics 78

CustomerSuccessBox

FEBRUARY 27, 2019

At the start, it is not feasible to focus on several KPIs like retention, onboarding, upsells etc. We recorded a video with our Founder & CEO, Puneet Kataria to discuss the same. ? ? ? ? ? ? ?. So, s/he would not give the required time or put in the necessary efforts to reduce churn or increase upsells.

Upselling 65

Upselling Chief Customer Officer SaaS Sales 65

ProProfs Blog

MAY 29, 2020

In terms of specifically digital marketing content, you now have promotional videos, educational infographics, and even specialist blogs. Create upsell and cross-selling opportunities for customers through subsequent emails.

Advertising 109

Advertising Surveys Journey mapping Feedback 109

ClientSuccess

NOVEMBER 1, 2018

In a recent article , Patrick questions the overall definition of customer success, echoing a common sentiment in the industry: is customer success about combating churn or is it focused on upsells and renewals? eBooks: Ultimate Guide to SaaS Customer Success Metrics. and identify how much each account is worth towards this goal.

Upselling 61

Upselling SaaS Accountability Analytics 61

Upstream Works

NOVEMBER 19, 2020

This is where the use of video and team messaging platforms can really help keep agents connected and feeling part of team. The focus of customer service now needs to be more about their overall satisfaction and addressing current issues rather than getting customers to spend more or upsell to the next tier of service.

Average Handle Time 78

Average Handle Time Contact Center Upselling contact center solutions 78

TeamSupport

AUGUST 30, 2019

Facial analysis – More often, especially in the B2B industry, customers and support teams are connecting over visual support (including video chat) to solve problems. After all, what can take hours to describe over email can take just a few minutes to show over a video call.

Customer Support 60

Customer Support Upselling B2B Technology 60

CustomerSuccessBox

JUNE 20, 2022

In general, this tool offloads the heavy work of tracking and managing all the customer success metrics. To do that, they need to: Track a dozen of complex metrics, Study analytics, Optimize the onboarding workflows, and Monitor the “n” number of other tasks. Detect and Act on Upsell & Cross-sell Opportunities.

Upselling 52

Upselling SaaS CRM Multi-channel support 52

Lumoa

MARCH 20, 2018

upselling to the most loyal customers) Process changes (e.g. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. Wondering which metric to choose? Check the video below from UX Mastery to understand the basics of customer journey mapping.

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

CustomerSuccessBox

JULY 29, 2020

CS teams should maintain consistency with the metrics (like retention, upsell, NPS) but the targets should be discussed to make them achievable in these times. Puneet suggested that no CS team runs on a single KPI but rather a set of KPIs like logo retention, MRR Retention, Upsell etc.

Upselling 52

Upselling Metrics SaaS APIs 52

ChurnZero

AUGUST 14, 2020

Know exactly how customers use (or don’t use) your product and analyze usage trends over time by capturing feature and page events as well as time-in-app metrics and online status monitoring at the contact and account level. Track free-trial users for upsell opportunities to convert to paid users. Webinar Software. Who owns it?

CRM 87

CRM Finance Upselling Accountability 87

Education Services Group

NOVEMBER 22, 2021

Key metrics to Include in a customer health score. Health scores can also easily enable CSMs to identify their most successful customers — the ones who are most likely to be open to upsell conversations and the most willing to become customer references, provide testimonials, or participate in case studies. Let’s dive in.

Upselling 52

Upselling Metrics Enterprise Feedback 52