ProProfs Blog

DECEMBER 4, 2020

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. This strategy won’t guarantee a seamless customer experience either. Identify Opportunities to Upsell & Cross-sell.

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

ChurnZero

NOVEMBER 23, 2022

To avoid hounding your customers for renewals and upsells during the holiday season, try using Blind Zebra’s Q4 deal accelerator. This simple tool will give you extreme clarity on your open renewal and upsell opportunities and, in turn, allow your customers (and you) to enjoy the holiday season! This comes down to efficiency.

Upselling 98

Upselling B2B Sales Management 98

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. So, how does your CX team rise to the occasion? What does a “well-designed customer success program” even look like?

B2C 360

B2C Customer centricity Feedback Upselling 360

Totango

JULY 29, 2022

Did you know that 70% of revenue in a subscription-based business comes from existing customer renewals and upsells? In order to ensure renewals and maximize upsell opportunities, it’s important to consistently provide value throughout the entire customer journey. Customer Expansion at its Core .

Upselling 115

Upselling Enterprise Accountability Metrics 115

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. If Customer Service has not yet resolved a customer’s issue, a planned upsell should be delayed. Will Sam be back?

Customer Experience 150

Customer Experience Self service Banking Analytics 150

ShepHyken

NOVEMBER 24, 2020

Strategies for Building a Transparent, Successful Customer Experience. They discuss strategies for leveraging video into your customer service experience. Video can also be used to cross-sell or upsell in the right scenarios. Become Your Customer’s Trusted Advisor.

Upselling 50

Upselling Sales Marketing Customer Service 50

ShepHyken

JULY 26, 2021

More than just saying, “Thank you,” you can share more product information, get the customer to subscribe to your blog, upsell and cross-sell, ask for reviews, and more. What is Customer Retention? (+ 8 Customer Retention Strategies) by Madeleine Wilson. Lessons from the pandemic can improve your customers’ experiences by Joyce Kim.

Customer Service 276

Customer Service Customer retention Contact Center Upselling 276

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. Modern customers want real-time interactions that are personalized and consistent. Here are five customer service trends to watch out for in 2021:? . Automating Service-Desk With NLP-Based Chatbots.

Customer Service 385

Customer Service Chatbots Analytics Upselling 385

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

ShepHyken

DECEMBER 9, 2022

A study by Aspect Software found that companies that adopt omnichannel strategies achieve 91% greater year-over-year customer retention rates compared to companies that don’t. . Increased cross-selling and upselling opportunities . What is a contact center CRM? . Some of the benefits of using a contact center CRM include:  .

Sales 322

Sales CRM Contact Center Customer retention 322

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

ChurnZero

DECEMBER 17, 2021

Customer acquisition and customer retention are cornerstones of building and maintaining revenue, but customer expansion — and a robust customer expansion strategy — can also be pillars of success. What is a Customer Expansion Strategy ? Tips to Improve Your Customer Expansion Management Strategy. Timing is essential.

Management 98

Management Upselling SaaS Education 98

ShepHyken

SEPTEMBER 25, 2020

Knowing a customer’s purchase history can help you create a personalized experience that ultimately leads to authentic upsell opportunities. Example: Consider structuring your agent’s KPIs and incentives around the revenue they bring in; like when they’re able to upsell or turn a customer’s exchange request into a net new sale.

Contact Center 300

Contact Center Upselling Personalization Sales 300

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

ShepHyken

JANUARY 10, 2022

Customer Service Is the New Upsell by David Wagoner. Second, it’s good customer service to appropriately upsell or cross-sell existing customers. For years I’ve preached that not upselling when it’s right for the customer, is bad customer service. Yes, that’s common sense, but understanding the numbers is still important.

Customer Service 212

Customer Service Upselling Sales Customer retention 212

ShepHyken

OCTOBER 2, 2023

Top Takeaways: Outsourcing customer service and support functions can be an effective strategy for businesses, especially startups, to offload non-core tasks and focus on their core competencies. What are some strategies for retaining talent in the customer support industry?

Customer Support 227

Customer Support outsourcing Upselling Customer retention 227

ClientSuccess

DECEMBER 14, 2021

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. The post CSM Renewal Survey Strategy appeared first on ClientSuccess. Q: Is there growth potential?

Surveys 90

Surveys Upselling Sales Accountability 90

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

ShepHyken

DECEMBER 12, 2017

Shep Hyken Interviews Shannon Bell, Head of Product Management and Strategy at Amdocs. Create specific promotions based on the personal preferences of your customers, this not only can create an upsell, but customer loyalty. Know Your Customers. Understand Your Customers. Keep Your Customers. . Know the customer.

Upselling 202

Upselling Personalization Call Center Sales 202

Real Blue Sky

NOVEMBER 21, 2023

It’s a time when growth strategies of the past may no longer bring the same results, and the quest for sustainability can seem like an uphill battle. As we delve into five dynamic strategies for brand growth, we’ll explore how prioritizing customer retention can significantly boost profits.

Employee engagement 105

Employee engagement outsourcing Upselling Customer retention 105

Help Scout

JULY 20, 2021

One of the best signs of customer orientation is shifting your business strategy to address your customers’ current needs. The salespeople push upsells to clients who wouldn’t benefit from them, and outdated company policies keep you from giving refunds. Here’s a typical example: Imagine you’re on the support team for a SaaS product.

Sales 145

Sales Feedback Metrics Surveys 145

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. Moreover, Agentic AI ensures that these upsell opportunities are delivered correctly, enhancing the likelihood of conversion.

Average Handle Time 109

Average Handle Time Upselling Enterprise Technical Support 109

Totango

MAY 7, 2024

Strategy #1: Use a RACI matrix to assign ownership At Totango + Catalyst, we’ve found that using a responsibility assignment matrix (also known as the RACI matrix) has been a great way to get our CS and Sales teams on the same page. Strategy #2: Align on customer outcomes Both teams should be laser-focused on customer results.

Sales 100

Sales Upselling Metrics Accountability 100

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

24-7 InTouch

JUNE 20, 2024

Upselling can boost revenue and enhance the shopping experience, making it a vital strategy for sustained success. The post Case Study: A Strategic Approach to Driving Revenue Through Upselling appeared first on IntouchCX.

Upselling 52

Upselling Average Handle Time Metrics Sales 52

ShepHyken

FEBRUARY 11, 2022

After auditing your order confirmation sequence and ensuring customers have some peace of mind, you can dive deeper into some post-purchase strategies, such as upselling and cross-selling. . He combines his skills in content marketing, SEO, data analysis, and marketing strategy to meet customers at the right moment in their journey.

Customer Experience 182

Customer Experience Upselling Marketing Personalization 182

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. Reducing their real estate footprint is another cost-reduction strategy.”

Call Center 376

Call Center Technology Banking Contact Center 376

ShepHyken

JUNE 8, 2023

According to Salesforce , your brand’s overall experience is just as important to 88% of your customers as the product you’re selling.

Customer Experience 156

Customer Experience Upselling Accountability Feedback 156

Nicereply

JUNE 18, 2020

We’re hoping we can get your brain juices flowing to help you find your next strategy to improve even further. Customer retention strategies need buy-in from every part of the business, and approaching the problem from multiple angles will drive even greater returns! Deploy Mobile Marketing strategies. That’s great!

Customer retention 125

Customer retention Feedback Surveys Metrics 125

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

ShepHyken

NOVEMBER 15, 2023

What if you had a colleague who could tell you exactly what to prioritize in your next CX strategy? What if this colleague was then excluded from all strategy meetings and decision-making? Your customers already know everything your CX strategy needs to achieve – it’s time to get them involved!

Morale 163

Morale Feedback Upselling Surveys 163

ShepHyken

AUGUST 22, 2023

His “personalization” strategy failed. Know the Customer’s Buying History – With the right software, you can track what the customer bought, how often and more. Make Appropriate Recommendations – Knowing your customer’s buying history can give you insights into upsell and cross-sell opportunities. He didn’t ask for me by name.

Personalization 156

Personalization Upselling Sales Customer Service 156

Totango

FEBRUARY 9, 2024

It’s like a well-executed offensive strategy, where upsells, cross-sells, and expansions are the tactical plays that advance your business down the field, securing victories beyond the initial customer acquisition. Learn how Totango can help you create a winning strategy to propel your business forward and claim victory.

Upselling 112

Upselling Metrics Enterprise Best practices 112

ShepHyken

MARCH 7, 2022

My Comment: I believe that content marketing is a good customer service strategy. Good customer service can help your content strategy. My Comment: One of the more popular topics I cover in my keynote speeches is that not upselling or cross-selling – for the right reasons – is a bad customer experience. It endears them to us.

Customer Service 34

Customer Service Airlines Upselling Advertising 34

CCNG

JULY 3, 2024

Based on the client’s CX strategy, contact centers can employ single channels (like voice based call centers) or multiple channels (phone, email, live chat, instant messaging, and social media) for omnichannel customer engagement.

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

ChurnZero

JANUARY 20, 2021

Jonas Rasschaert, PieSync’s Customer Success Manager, pointed to three things that make PieSync’s Customer Success strategy thrive. Taking a “helicopter view” and occasionally a step back from the Customer Success strategy to see what can be improved. This is called upselling.

SaaS 98

SaaS Upselling B2B Metrics 98