Hodusoft

DECEMBER 4, 2024

Several studies and surveys have found various aspects of challenges. The findings of this study will blow your mind. A study revealed that the average successful closing rate of MSP sales staff across the board is 35 percent. This increases the chances of successful upselling and cross-selling.

Upselling 52

Upselling Surveys Marketing Personalization 52

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. So, if you’re ready to transform your customer feedback into a driving force for positive change, dive into this article and learn how to make the most of your customer surveys!

Surveys 78

Surveys Feedback Banking Best practices 78

ProProfs Blog

DECEMBER 11, 2020

It was found in a study that 87% of satisfied customers are more likely to upgrade services and are less likely to cancel due to their loyalty towards the brand. Gaining better profits by recommending the right products during an upsell opportunity. Helps you capture data on three-, five- or ten-point survey scale.

Metrics 148

Metrics Abandon rate Surveys Customer effort 148

ProProfs Blog

MAY 29, 2020

Create customer feedback surveys and send them out to your customers. Create these surveys, not to get answers on whether they like your product; you have NPS surveys for that. 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

Totango

MAY 5, 2021

There are a variety of surveys and metrics you can use to measure these different elements. Anticipating which customers are viable candidates for upsell/cross-sell opportunities. Asking promoters to participate in a case study, serve as a reference, or speak at an event. Customer Satisfaction Surveys (CSAT).

Customer Experience 118

Customer Experience Education Customer centricity Metrics 118

VocalCom

JANUARY 22, 2018

According to a survey by Segment, 49% of customers have made impulse purchases upon receiving personalized recommendations. The same survey found that once customers make purchases, they tend to keep their items. They keep what they buy. They keep what they buy. They become loyal customers. They become loyal customers.

Personalization 90

Personalization Sales Contact center software Upselling 90

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. Customer satisfaction and feedback surveys. Upsell purchases. Showcase client case studies. Social media posts.

SaaS 113

SaaS Journey mapping B2B Upselling 113

Integrity Solutions

MARCH 11, 2025

Last year, Salesforce reported 67% of sales reps surveyed didn’t expect to meet their quota, and 84% missed it the previous year. In one study we conducted, fewer than 19% of companies said their salespeople consistently follow an established sales process.

Sales 52

Sales Metrics CRM Coaching 52

Callminer

SEPTEMBER 14, 2020

Studies show that customers are happy to spend more when they receive excellent customer service. Because call centers are focused on customer interactions, it’s imperative that business analysts study and examine the interactions between customers and staff to maximize customer service and results. Time spent waiting.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Totango

MARCH 29, 2022

Increase product adoption and identify opportunities for upsell. By tracking daily or monthly average usage and accounts with low or increased utilization, teams can easily understand which customers can be targeted for upsell. Grow customer advocacy and change detractors into promoters.

Customer advocacy 101

Customer advocacy Upselling Accountability Sales 101

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

MAY 14, 2019

Or you can send out a survey. By drilling down into your customer satisfaction surveys, you can gain detailed information. Take the number of respondents who described themselves as “highly satisfied” and divide it by the total number of survey respondents. If they were unhappy, they would not buy the product a second time.

Metrics 97

Metrics Surveys Advertising Upselling 97

ChurnZero

MARCH 31, 2023

Case studies have shown loyal customers spend more— up to six times more —over the customer lifetime. One bad experience is enough for some customers to leave A study by PwC found one in five (17%) of U.S. In his words, second-order revenue stems from upsells, renewals, word-of-mouth and champion change. A case in point?

Benchmark 98

Benchmark B2B Accountability Consulting 98

Totango

MARCH 5, 2021

Retaining customers is far less expensive than the cost of acquiring new ones and can bring growth in the form of upsells from current customers. Start by demonstrating the value of your product early in the customer journey by offering case studies and testimonials. A Positive Customer Retention Rate Leads to Renewals and Upsells.

Customer retention 92

Customer retention Upselling Enterprise Benchmark 92

ProProfs Blog

JUNE 5, 2020

In one of its studies, American Express discovered that for more complicated interactions, such as payment disputes, 40% of customers prefer talking to a real person over the phone. It’s not a statement derived from the two studies above. Integrating your live chat tool with a CRM platform to identify upsell opportunities.

CRM 129

CRM Upselling Feedback Sales 129

Totango

APRIL 9, 2019

Retaining customers is far less expensive than the cost of acquiring new ones and can bring growth in the form of upsells from current customers. Start by demonstrating the value of your product early in the customer journey by offering case studies and testimonials. A Positive Customer Retention Rate Leads to Renewals and Upsells.

Customer retention 76

Customer retention Upselling Enterprise Metrics 76

Amity

MARCH 1, 2018

For those of you who might be new to this, NPS is a simple one-question survey in which you ask your customer “How likely are you to recommend our product to friends or colleagues?” DO maximize response rate and foster relationships by segmenting users and sending NPS surveys via different channels. And finally, DO Share.

Customer advocacy 73

Customer advocacy Surveys Upselling Feedback 73

Lumoa

JULY 10, 2018

There are lot of research and studies about the relationship between financial metrics and customer experience metrics. The improved customer experience drives revenue growth Multiple studies have shown that the revenue growth is impacted by customer experience. I will first outline what is generally known. So let's get started.

Customer Experience 113

Customer Experience Metrics Banking Feedback 113

Lumoa

FEBRUARY 9, 2023

upselling to the most loyal customers) Process changes (e.g. Secure the support of the C-suite executives since Forrester stated “ Every successful transformation we studied began with a customer experience epiphany by a CEO or COO.” How a CSAT survey can look like. Image by Retently.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Totango

APRIL 18, 2019

Study the customer experience and learn what customers want from your product and brand. Feedback surveys are invaluable for collecting this type of information. Customer data takes forms such as satisfaction scores, help desk tickets, survey responses, contracts, demographic data and records of every customer interaction.

Upselling 78

Upselling Customer centricity Surveys Education 78

Totango

OCTOBER 20, 2020

There are a variety of surveys and metrics you can use to measure these different elements. Anticipating which customers are viable candidates for upsell/cross-sell opportunities. Asking promoters to participate in a case study, serve as a reference, or speak at an event. Customer Satisfaction Surveys (CSAT).

Customer Experience 90

Customer Experience Education Customer centricity Metrics 90

Vcaretec

JUNE 6, 2022

Countless studies have shown that ensuring your customers have a great buying experience leads directly to larger purchases and repeat sales. As a result of years of Vcare survey data, we created the 4-30-30 Rule. And as it relates to first-touch issue resolution, product knowledge goes a long way.

Customer Care 97

Customer Care Technical Support Upselling Analytics 97

Comm100

SEPTEMBER 28, 2022

Consider investigating the following when studying this metric: How does agent occupancy compare to their utilization? According to TELUS International , a study conducted by Customer Relationship Metrics found that “CSAT (customer satisfaction) ratings will be 35%-45% lower when a second call is made for the same issue.”.

Average Handle Time 98

Average Handle Time Benchmark Wait times Metrics 98

ChurnZero

DECEMBER 29, 2020

The SaaS Debate: Who Owns the Renewal and Upsell? Whether Customer Success or sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. We launched our first Customer Success Leadership Study to help shed light on the current state of Customer Success and its influence within SaaS organization.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

Totango

MARCH 10, 2020

Things you learn from one escalation or survey response can be relevant to the experience of other customers, especially those of similar size, value, or industry. Your software is a living warehouse of information on your customer’s behavior, and the most accurate way to detect happiness through the study of actions.

Customer Experience 93

Customer Experience Upselling Feedback SaaS 93

Totango

DECEMBER 3, 2020

CS professionals now attest that their bonus structures are tied to company performance, renewals, net retention, upsells, and account health. . According to the CS team members surveyed in the salary report, eight elements were specifically cited as influential to overall compensation.

Upselling 65

Upselling Accountability Enterprise Metrics 65

CSM Practice

JULY 6, 2020

The Pacific Crest 2016 survey shows that the median cost of acquiring an ACV dollar for new customers is $1.16. On the other hand, the median cost of acquiring the ACV dollar for plan expansions and upsells is only about $0.20 There are three types of expansion selling plays you can make for your installed customer base: 1. Upsell.

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Practice

JULY 6, 2020

The Pacific Crest 2016 survey shows that the median cost of acquiring an ACV dollar for new customers is $1.16. On the other hand, the median cost of acquiring the ACV dollar for plan expansions and upsells is only about $0.20 There are three types of expansion selling plays you can make for your installed customer base: 1. Upsell.

SaaS 71

SaaS Upselling Accountability Sales 71

AskNicely

SEPTEMBER 25, 2018

Here’s why: According to The 2018 NPS Benchmark Study, when high-level executive support is present, an organization is twice as likely to successfully build an advanced NPS (Net Promoter Score) program. Increase in sales / upsells and referrals. Get The NPS Benchmark Study. Lower customer churn and higher revenue growth.

Customer advocacy 60

Customer advocacy Benchmark Upselling Best practices 60

Help Scout

JULY 20, 2021

Rather than being prescriptive, they conducted an extensive study around business use cases and how they pertained to changing customer needs. Hubspot cited a Customer Contact Council survey based on 75,000 customers. You don’t necessarily need to ask through traditional surveys. User testing.

Sales 145

Sales Feedback Metrics Surveys 145

Nicereply

JUNE 18, 2020

Many tactics are backed up with research and studies that you can take to your boss if they need convincing. Customer loyalty rate is calculated through Net Promoter Score (NPS) which is a key performance indicator introduced as a useful alternative to customer satisfaction survey. Loyal Customer Rate . What’s more?

Customer retention 125

Customer retention Feedback Surveys Metrics 125

Amity

JULY 4, 2017

NPS is a simple one-question survey in which you ask your customer “How likely are you to recommend our product to friends or colleagues?” At the same time, you can automatically survey end users of your application at a regular cadence -- say every 90 or 120 days -- depending on how rapidly your product is evolving.

Surveys 66

Surveys SaaS Feedback Customer advocacy 66

Lumoa

NOVEMBER 29, 2021

There is a lot of research and studies about the relationship between financial metrics and customer experience metrics. The financial benefit of improving the customer experience Improved customer experience drives revenue growth Multiple studies have shown that revenue growth is impacted by customer experience.

Customer Experience 97

Customer Experience Metrics Feedback Banking 97

Amity

APRIL 3, 2017

There is a lot of information already available on how to conduct a great NPS survey, so I won’t go into it in too much detail here. Upsells / Cross Sells /Renewals: I am constantly hearing and involved in conversations around who owns what in this category (Sales vs CSMs). NPS: Also known as net promoter score. Analyze it.

Upselling 70

Upselling Metrics Feedback Accountability 70

Hodusoft

AUGUST 8, 2024

In outbound call centers, agents initiate contact (through calls or messages) with customers or prospects for sales, marketing, surveys, or feedback purposes. Outbound call centers interact with existing customers and potential leads as well as initiate interactions to promote products, gather information, or conduct surveys.

Call Center 52

Call Center call center software Abandon Call Upselling 52

ChurnZero

JUNE 23, 2023

Fortunately, SaaS Capital , which provides debt financing to growth companies, recently published its annual B2B SaaS retention study. The survey report tallied responses from roughly 1,500 SaaS companies and is based on sales data through the year ending December 31, 2022. Similarly, the data shows NRR tends to improve over time.

Benchmark 52

Benchmark Customer retention SaaS B2B 52

Hodusoft

JULY 24, 2024

More Cost-Effective Than New Customer Acquisition Depending on what industry you’re in, and which study you believe, acquiring a new customer is five to 25 times more expensive than retaining existing ones. Cross-selling and Upselling Cross-selling means selling related or supplementary products to customers.

Customer retention 52

Customer retention Call Center call center software Interactive Voice Response 52