ClientSuccess

JANUARY 26, 2022

Customers can become a crucial part of your outbound content strategy through customer case studies, referrals, marketing opportunities, and more. . In this article, we’ll look at the critical parts of a case study to ensure your team creates the most compelling, valuable stories to help tell – and sell – your company’s value.

Upselling 75

Upselling SaaS Best practices Marketing 75

ChurnZero

JANUARY 31, 2025

In 2024s Customer Success Leadership Study , 87% of participants said their teams use or have immediate plans to adopt AI. But it doesnt know that this is a healthy customer whom you intend to upsell next quarter. However, only 21% said they have purpose-built AI products in their CS tech stacks.

Upselling 97

Upselling Engineering Enterprise Marketing 97

ShepHyken

JUNE 8, 2023

Some studies report that 73% of customers will switch brands after multiple bad experiences—and over half will switch after just one bad experience. A reduced average customer lifetime value can be financially crippling for your company.

Customer Experience 156

Customer Experience Upselling Accountability Feedback 156

Call Design

JANUARY 21, 2021

Real-time transcription can be used to study and enhance agent engagement, service, and information delivery with innovative artificial intelligence. During these calls, AI can suggest specific products for your agents to upsell to customers. Utilize Real-Time Transcription. Upgrade Old Technology.

Upselling 167

Upselling Coaching Consulting Consulting 167

ShepHyken

NOVEMBER 20, 2017

A case study by Idaho Central Union by Avinash Bhaisa . My Comment: This is a great case study that proves that CX impacts the bottom line. Stats and facts prove that a personalized experience allows you to upsell, cross-sell and create customer loyalty. Here are my top five picks from last week. Is CX tied to revenue gains?

Customer Service 96

Customer Service Personalization Upselling Self service 96

Contact Center Pipeline

JUNE 30, 2016

Take a look at our top 5 posts for the month—topics included insights on digital channels from a global industry study; the value that speech analytics brings to QM; online communities; the fundamentals of proper staffing; and effective upselling techniques. Study Finds Digital […].

Upselling 100

Upselling Contact Center Analytics Self service 100

Playvox

OCTOBER 27, 2021

If your contact center isn’t currently focusing on cross-selling and upselling, you’re missing a great opportunity to strengthen customer relationships and increase revenue. Our original contact center research revealed that 28 percent of contact centers generate 11 to 20 percent of their revenue from cross-selling and upselling.

Upselling 52

Upselling Contact Center Best practices Sales 52

Callminer

FEBRUARY 23, 2021

Also, agents with insight into how customers have interacted with sales teams have increased upsell and cross-selling opportunities.” As we have written in a recent case study, even companies that previously used on-premise systems had to quickly shift their operations onto cloud software.

Call Center 376

Call Center Technology Banking Contact Center 376

ShepHyken

JULY 31, 2020

According to a recent study, it was found that as much as 86% of buyers were willing to pay more for better customer experience. Customer experience and customer service are often used interchangeably and are the buzzwords for businesses in the age of instant gratuity. While they are not the same thing, they do happen to be related.

Customer Experience 216

Customer Experience Customer Service Chatbots Upselling 216

CSM Magazine

JANUARY 28, 2025

Proactive Communication Share industry tips, case studies, and updates about new features or services through email or social media to continuously educate your audience. How Can Customer Education Benefit Your Business? Enhances Customer Experience A well-informed customer is an empowered customer.

Education 52

Education Upselling SaaS Self service 52

ChurnZero

MARCH 24, 2025

ChurnZeros latest Customer Success Leadership Study found that technology adoption shifts depending on company size by revenue. Upsell opportunities. According to the 2024 Leadership Study, only 21% of participants had incorporated AI (despite 87% indicating they are using or plan to use it in their work).

Technology 52

Technology CRM Engineering Finance 52

CCNG

JULY 3, 2024

According to a PWC study, 80% of US consumers regard “speed, convenience, knowledgeable help, and friendly service as the most important elements of a positive customer experience.” What’s more, satisfied customers become loyal brand advocates, spreading the good word across their network.

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

ShepHyken

MARCH 5, 2023

Loyalty programs, incentives for larger orders, cross-sells, upsells, and more are included. While retailers are investing big in shoring up digital capabilities, the customer service capability isn’t on par, according to a press release on the study’s findings. That’s a rhetorical question. Who doesn’t?

Customer Service 26

Customer Service Metrics Upselling Healthcare 26

Quality Contact Solutions

NOVEMBER 10, 2022

Existing Customer Upsell/Cross-sell Upselling and cross-selling to existing customers are proven ways to increase average order or contract size and should be essential components of all sales strategies. Case Study: Outbound Member Engagement & Retention. Outbound Call Center Pricing.

call center solutions 98

call center solutions Call Center Telemarketing B2C 98

ChurnZero

DECEMBER 17, 2021

Considering that studies have shown that acquiring a new customer is exponentially more expensive than retaining an existing one, expansion management becomes more important than ever. In the SaaS industry, Customer Success upsell and cross-sell opportunities are commonly incorporated into expansion management. Timing is Everything.

Management 98

Management Upselling SaaS Education 98

Hodusoft

MARCH 5, 2025

As per a study by Baymard Institute, the average cart abandonment rate is 70 percent in the e-commerce sector. And unsurprisingly the Baymard Institute study finds it the most common reason behind cart abandonment. However, a majority of them abandon their carts and leave the website abruptly! Strange but true!

Abandon rate 52

Abandon rate Contact center software Interactive Voice Response Contact Center 52

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

Interaction Metrics

JANUARY 7, 2025

While not discussed in the roundtable, heres a case study widely seen as a customer journey mapping success: Starbucks Case Study Objective : Starbucks needed to pinpoint areas for enhancing its in-store and digital experiences, so they used customer journey mapping.

Journey mapping 62

Journey mapping Consulting Consulting B2B 62

Tethr

AUGUST 27, 2020

An NTT study found that 44 percent of enterprises now operate structured VoC programs to drive CX improvement and innovation. Are you curious about how upsells, cross-sells, promotions and campaigns are impacting customer loyalty? AI gives your voice of the customer programs the edge they need to make measurable change.

Enterprise 117

Enterprise Upselling Customer effort Call Center 117

ClientSuccess

MARCH 8, 2021

From upsell inquiries from sales to feature testing requests from product to the all-consuming customer requests, it is a lot to deal with. to an extended case study or video. Customer Success Managers (CSMs) field requests from every angle every single day. Customer marketing is key.

Customer advocacy 92

Customer advocacy Upselling Marketing Sales 92

ProProfs Blog

APRIL 5, 2019

A study by the Boston Consulting Group showed that companies that followed a data-driven approach to decision making could expect an increase of 20-30% in their earnings. In its data-driven marketing survey in 2015, Gartner reported that companies would migrate towards making their decisions based on quantitative data.

Surveys 122

Surveys Upselling Employee engagement Sales 122

Totango

AUGUST 9, 2022

For example, a marketing team might study the social media activity of all website visitors who purchased a specific product to identify the characteristics of visitors who are most likely to buy. This enables more repeat business, more upsell opportunities, referrals and higher revenue. Fill Out the Right Segmentation Buckets.

Best practices 106

Best practices B2B Journey mapping Upselling 106

Tethr

MARCH 22, 2021

In the HBR article , we shared the findings from a large study that we ran. In this study, we built a predictive sales model, where we looked at B2C sales performance, specifically in inbound sales conversations. Contact centers are being hit with a lot of pressure in terms of conversions, upsell, cross-sell, and more.

B2C 106

B2C Sales Inbound sales Upselling 106

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.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Tethr

JULY 31, 2020

According to one study, 74 percent of call center reps are at risk for burnout. When the stress of the job starts to take a toll, the position lives up to its reputation as one of the highest turnover fields due to reps burning out rapidly. 30 percent of those individuals are at severe risk of burnout.

Contact Center 115

Contact Center Call Center Upselling Management 115

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

TeamSupport

MAY 11, 2021

If you’re one of the companies that has yet to formalize your onboarding, consider this: 63% of customers in a recent study say that onboarding is an important consideration in whether they make the buying decision in the first place. This score can be customized by providing weights to specific values. Learn more at TeamSuccess.com.

B2B 98

B2B Upselling Metrics Education 98

ClientSuccess

MARCH 9, 2020

Every customer interaction, whether it’s a conversation with marketing about a case study or a negotiation with a CSM over an expansion opportunity, influences the customer experience. Amazing customer experiences often lead to recommendations and testimonials, which in turn usually mean an account renewal or upsell.

Customer Experience 97

Customer Experience Upselling Accountability SaaS 97

ChurnZero

MARCH 14, 2025

According to the 2024 Customer Success Leadership Study , the number of customer success teams under the CRO jumped from 24% in 2023 to 33% in 2024. Will CSMs struggle to maintain a customer-first mindset and spend all their time on upsells, rather than learning about their big picture goals and helping them navigate the path to get there?

Upselling 52

Upselling Sales Customer retention Consulting 52

Integrity Solutions

MARCH 11, 2025

In one study we conducted, fewer than 19% of companies said their salespeople consistently follow an established sales process. Upsell and cross-sell rates – the percentage of existing customers who purchase additional products/services or purchase for more of their locations.

Sales 52

Sales Metrics CRM Coaching 52

VocalCom

JANUARY 22, 2018

Your company may make these recommendations within a brand app, use chatbots to generate recommendations within messaging apps , or train employees working at physical stores to sharpen their cross-selling and upselling skills. They keep what they buy. The same survey found that once customers make purchases, they tend to keep their items.

Personalization 90

Personalization Sales Contact center software Upselling 90

ClientSuccess

SEPTEMBER 3, 2020

Ideally, most objectives are quantitative and aligned to the important KPIs of the business (retention, upsell, cross-sell, NPS, # of case studies, etc.). For both KPIs, I’d focus on revenue – core revenue retention (excluding cross-sell & upsell) and revenue expansion (up-sell and cross-sell).

Management 111

Management Upselling Sales Accountability 111

Inbenta

JULY 29, 2021

Upgrades or upselling management. Chatbots can be used as a sales upselling tool to suggest additional services, upgrades and offer upsell promotions to travelers who have already booked a flight. If you want to know more about their chatbot, make sure to check their case study. Create your own airline chatbot.

Airlines 88

Airlines Chatbots Upselling Self service 88

Kayako

SEPTEMBER 14, 2018

Our study of 500 consumers and businesses proves it. But the biggest takeaway from our study isn’t a particular statistic—it’s that live chat (when done right) has the power to drive sales and boost customer loyalty. Our study turned up one piece of data that I find the most intriguing.

Sales 72

Sales Upselling Feedback Customer retention 72

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

JANUARY 11, 2018

They can easily recognize when you are investing all your efforts into upselling and cross-selling. Studies showed that it takes 12 positive experiences to make up for one unresolved issue. I will describe these peculiarities of customer relationships through 5 practical steps. Don’t be pushy.

Management 88

Management Upselling Analytics Personalization 88

CustomerSuccessBox

FEBRUARY 14, 2019

The major KPIs of a Customer Success Manager are: Increase Lifetime Value (LTV) of the customers (by upsells, cross sells etc). Provide references, case studies, customer stories to Sales and Marketing. Case studies and testimonials help build trust among potential clients. Create upsell opportunities. Reduce churn.

Management 67

Management Upselling SaaS Sales 67