ShepHyken

APRIL 30, 2021

To meet their demands, we expect to see more technology in customer support in 2021, as well as a growth in omnichannel support strategies. Merging The Boundaries Between Customer Service and Sales . In the world of omnichannel experiences, sales and customer service teams must work together to create more user-friendly experiences.

Customer Service 385

Customer Service Chatbots Analytics Upselling 385

ShepHyken

SEPTEMBER 7, 2023

A dedicated CX leader to guide strategy. Account management Offer workshops on relationship-building, active listening, and consultative selling for identifying upsell or cross-sell opportunities. Emphasize the importance of collecting and acting on feedback , as well as sharing results with product, sales, and marketing teams.

B2C 360

B2C Customer centricity Feedback Upselling 360

ShepHyken

NOVEMBER 24, 2020

Strategies for Building a Transparent, Successful Customer Experience. They discuss strategies for leveraging video into your customer service experience. The customer experience doesn’t start after a customer makes a purchase or even on the first sales call. The sales experience is part of the larger customer experience.

Upselling 50

Upselling Sales Marketing Customer Service 50

ChurnZero

OCTOBER 16, 2020

Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. That was followed by the undecided (24%) leaving only 13% of participants who voted against the motion (believing that Sales should own the renewal).

Upselling 98

Upselling SaaS Sales Accountability 98

Totango

MAY 7, 2024

Both CS and Sales leaders agree: Retention is the #1 priority. Achieving higher retention requires close alignment between CS and Sales teams, yet 87% of CS and Sales leaders told us there’s significant room for improvement in their collaboration. But there’s a problem. Use your words Talk to each other!

Sales 100

Sales Upselling Metrics Accountability 100

ProProfs Blog

DECEMBER 4, 2020

In fact, employees who are engaged more are likely to improve customer relationships, with a resulting 20% increase in sales. The content efforts would be more streamlined and they’ll be able to help product teams to work on better strategies to launch the next product. Create More Focused Communication Strategies.

Marketing 147

Marketing Customer Service Upselling Customer Support 147

ShepHyken

JUNE 13, 2016

24 Experts Reveal Their Top Customer Retention Strategies For B2C Brands by Clutch. This is a roundup of 24 customer service and experience experts (and I’m honored they included my comment) who “reveal” their favorite tips, ideas and strategies on how to retain customers. Is it more important than sales?

Customer Service 208

Customer Service Upselling Customer retention B2C 208

ShepHyken

SEPTEMBER 25, 2020

Knowing a customer’s purchase history can help you create a personalized experience that ultimately leads to authentic upsell opportunities. Think about how to hire or train for sales, give agents insights into your customer preferences, make checkout easy and play to your agents’ strengths.

Contact Center 300

Contact Center Upselling Personalization Sales 300

ChurnZero

NOVEMBER 23, 2022

This is a guest article by Stephanie Neale , CEO, Blind Zebra , a sales and client success training company for B2B pros. To avoid hounding your customers for renewals and upsells during the holiday season, try using Blind Zebra’s Q4 deal accelerator. Step 2: Rate your open renewal and upsell opportunities for timing.

Upselling 98

Upselling B2B Sales Management 98

ShepHyken

JANUARY 10, 2022

Customer Service Is the New Upsell by David Wagoner. If your customers aren’t satisfied with their buying experience, it won’t matter how good your marketing is, how many leads you receive, or how well your sales funnel converts new customers–they won’t come back. Top Sales & Marketing Book 2021 by Top Sales Awards.

Customer Service 212

Customer Service Upselling Sales Customer retention 212

TechSee

SEPTEMBER 24, 2019

Was this evidence of a successful customer experience strategy? This critical element of any CX strategy should be top of mind for everyone from the C-suite to frontline personnel. When Sales renews a service contract, Marketing must be made aware of the transaction so their messaging can be tailored appropriately.

Customer Experience 150

Customer Experience Self service Banking Analytics 150

ShepHyken

DECEMBER 12, 2017

Shep Hyken Interviews Shannon Bell, Head of Product Management and Strategy at Amdocs. Stats show that customers buy more when the sale is personalized. Create specific promotions based on the personal preferences of your customers, this not only can create an upsell, but customer loyalty. Know Your Customers. Know the customer.

Upselling 202

Upselling Personalization Call Center Sales 202

Myra Golden Media

APRIL 23, 2020

Call Control Strategies. This is where practical call-control strategies come into play. Join customer service trainer Myra Golden as she explains the reasons customer calls get out of hand, and introduces simple strategies to get you back in control. Customer service calls can sometimes get out of control.

Customer Service 303

Customer Service Upselling Personalization Customer Support 303

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. That’s why it is important to formulate customer churn prevention strategies at the earliest. Strategies to reduce customer churn rate. Let’s dive in!

Surveys 148

Surveys Benchmark Feedback Sales 148

Totango

JUNE 28, 2021

A f reemium strategy forms a foundation for SaaS marketing, but it’s often used without being understood. We’ll define what a freemium strategy is. We’ll contrast it with the similar-sounding but distinct concept of a free trial strategy. What Is a Freemium Strategy? Creating opportunities for premium upsells.

Upselling 93

Upselling SaaS Best practices Sales 93

Callminer

FEBRUARY 23, 2021

Support through social media: this channel is not just how consumers talk about the organization; it is a means of talking to the organization and part of a broader strategy of making communications easy and providing the channels your customers prefer. Sales and service are being brought together as one.

Call Center 376

Call Center Technology Banking Contact Center 376

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. She had a very unique solution to this structure: incorporating Sales into the Customer Experience team.

Sales 111

Sales Customer Experience Upselling Self service 111

Quality Contact Solutions

MARCH 11, 2021

At Quality Contact Solutions , we believe our company exists because sales drive the world. Quality Contact Solutions is no different, and proud to be part of the sales world that keeps our economy running. Our focus centers around offering telemarketing services that help increase sales and support customers all across the U.S.

Telemarketing 98

Telemarketing Sales Upselling outsourcing 98

Quality Contact Solutions

JANUARY 27, 2022

Whether your call center is inbound or outbound , and if you have a product or service to deliver, finding ways to increase sales is a consistent priority. The topic of increasing sales is so prevalent that thousands of books and articles are published. Increase Sales with Cross-Selling. Sales and Service.

Sales 98

Sales Upselling B2C Best practices 98

Help Scout

JULY 20, 2021

Many companies take a sales-oriented approach. One of the best signs of customer orientation is shifting your business strategy to address your customers’ current needs. Having a deeper, more dynamic customer relationship can result in a 20% increase in sales and in your bottom line. Which features are they using?

Sales 145

Sales Feedback Metrics Surveys 145

Totango

AUGUST 25, 2022

Six Customer Engagement SaaS Strategies That Work. For software service providers, customer engagement SaaS strategies play a central role in a successful business model. In this article, we’ll offer some tips for a winning customer engagement SaaS strategy. What Is SaaS Customer Engagement?

SaaS 100

SaaS Upselling Metrics Journey mapping 100

TechSee

SEPTEMBER 26, 2024

Unlocking Direct Revenue Opportunities In addition to reducing costs and improving operational efficiency, Agentic AI is pivotal in driving revenue growth and increasing upsell opportunities. This proactive approach helps businesses capture additional customer revenue without human intervention or aggressive sales tactics.

Average Handle Time 109

Average Handle Time Upselling Enterprise Technical Support 109

Joe Rawlinson

MAY 29, 2019

Well, in this article, we’ll explore a few actionable ways that can help you to increase e-commerce sales and gain an advantage over your competitors. Revamp Your Email Marketing Strategy. That’s where an effective email marketing strategy can be so powerful. But how can you improve your sales using email marketing?

Sales 102

Sales Upselling Customer Support Marketing 102

ClientSuccess

DECEMBER 14, 2021

This makes sense because, after all, CSMs are not in sales for a reason. CSMs are becoming more and more involved in the customer renewal and/or upsell process alongside sales team members because they are intimately familiar with how the customer is using a product and the value they see from the solution.

Surveys 90

Surveys Upselling Sales Accountability 90

ShepHyken

JUNE 8, 2023

It’s only when you combine all of these considerations that you’ll be able to provide an exceptional experience. To achieve this, ERP software can unify your customer data and maximize its accessibility across marketing, sales, and customer service teams.

Customer Experience 156

Customer Experience Upselling Accountability Feedback 156

Integrity Solutions

MAY 23, 2023

Sales prospecting is vital to the success of any sales organization. Simply learning how to find, approach and engage new customers is at the heart of being able to meet and exceed your sales goals. Why Is Sales Prospecting More Important Than Ever? What is Sales Prospecting?

Sales 92

Sales Coaching Brand ambassadors B2B 92

aircall

JULY 14, 2022

Most businesses focus on acquiring new customers to make more sales. Scaling your sales strategy for 2022. To build a modern sales organization, view sales as a function of your business. What are upselling and cross-selling? Upselling is when you encourage your customers to purchase a more premium product.

Upselling 62

Upselling Sales Advertising Customer centricity 62

Integrity Solutions

NOVEMBER 29, 2022

While investing in sales training can produce a range of benefits, all of us in sales know it all boils down to the bottom line. Here are the sales training metrics you should be using to measure your success. How to Determine Sales Training Metrics. How to Determine Sales Training Metrics.

Metrics 87

Metrics Sales Coaching Accountability 87

Totango

APRIL 4, 2024

If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? Revenue retention hinges on the collaborative efforts of CS and sales teams as they collectively shepherd customers throughout the lifecycle journey, from acquisition to retention and expansion.

Sales 92

Sales Upselling Accountability SaaS 92

ShepHyken

AUGUST 22, 2023

Another example came in the form of an email I recently received from a sales rep. His “personalization” strategy failed. This isn’t a traditional sales pitch. For example, if you’ve ever talked to a customer service agent who uses your name repeatedly to the point that it seems disingenuous, the effort to personalize fails.

Personalization 156

Personalization Upselling Sales Customer Service 156

CCNG

APRIL 27, 2022

My background is sales management. I led my first outside sales team of 40 people right out of college. I was hired by this CEO to change the culture from customer service to sales because 95% of this company’s clients were in the consumer products and services industry. I had no idea about contact centers. They felt empowered.

CCNG 195

CCNG Contact Center Scripts Feedback 195

24-7 InTouch

JUNE 20, 2024

In an industry where maintaining a competitive edge is crucial, consumer goods retailers face constant pressure to improve customer satisfaction and drive sales. Upselling can boost revenue and enhance the shopping experience, making it a vital strategy for sustained success.

Upselling 52

Upselling Average Handle Time Metrics Sales 52

ChurnZero

JULY 22, 2021

By creating healthy boundaries, Customer Success and Sales don’t have to spend their days assessing and arguing over every expansion situation. Your rules of engagement should be based on which team is genuinely the best fit in each scenario and has the greatest likelihood of gaining sales traction. Product and process complexity.

Sales 98

Sales Upselling Enterprise SaaS 98

Lumoa

APRIL 4, 2023

A customer engagement strategy is vital to increasing customer loyalty and driving revenue. You must plan, think creatively, and understand your customers to build your strategy. You must plan, think creatively, and understand your customers to build your strategy. In This Article: What Is a Customer Engagement Strategy?

Upselling 78

Upselling Feedback Personalization Chatbots 78

ShepHyken

MAY 25, 2018

But when they’re in the market for a new product, next-best action guarantees you don’t miss a great chance to upsell just because the customer is interacting in a traditional service channel, like the call-center. It’s a constant balancing act, wherever and whenever the customer touches your brand.

Call Center 185

Call Center Customer retention Upselling Advertising 185

ChurnZero

JUNE 15, 2023

With less budget to go around, some SaaS companies are merging customer success and account management into one function that’s responsible for an account’s business strategy, product adoption, and value realization, as well as its renewal and expansion. CRMs are absolutely a must for automating and scaling sales operations.

CRM 96

CRM Sales Accountability Analytics 96

Nicereply

JUNE 18, 2020

Your sales team went home, and all you had left was your current group of customers. The funny thing is, customers who churn have the same effect on your business even when you are still making sales. We’re hoping we can get your brain juices flowing to help you find your next strategy to improve even further. That’s great!

Customer retention 125

Customer retention Feedback Surveys Metrics 125