CSM Practice

MAY 13, 2020

CSM Practice conducted a weekly survey to observe potential improvements with how the crisis impacted SaaS companies and customer success management teams. We have compiled the results of our 4-week survey. Our COVID-19 survey also focused on uncovering SaaS companies’ plans for returning to working in the office.

SaaS 83

SaaS Surveys Upselling Customer retention 83

ShepHyken

SEPTEMBER 7, 2023

Account management Offer workshops on relationship-building, active listening, and consultative selling for identifying upsell or cross-sell opportunities. Feedback collection and analysis Teach your team how to conduct surveys and interviews with customers. Regularly update training materials based on customer feedback.

B2C 349

B2C Customer centricity Feedback Upselling 349

Playvox

MAY 26, 2021

Are your customer service representatives (CSRs) cross-selling and upselling relevant products and services to your customers? As more contact centers explore implementing cross-selling and upselling, they’re finding very little information on how to do it successfully. To solve that issue, Playvox recently fielded a survey of U.S.-based

Upselling 92

Upselling Education Contact Center Coaching 92

TeleDirect

MARCH 15, 2025

Conducting upselling and cross-selling campaigns to increase revenue. Market Research & Customer Surveys Gathering customer feedback through phone surveys and opinion polls. Stronger Customer Relationships: Follow-ups and surveys build long-term relationships with customers.

Call Center 62

Call Center Telemarketing Technical Support Healthcare 62

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

ShepHyken

NOVEMBER 15, 2023

Don’t use all your VoC tools at once Every VoC program requires a diverse and high-quality data set to be of use, drawn from all the usual surveys, focus groups, interviews, and review analysis, as well as passive VoC methods, such as website behavior data.

Morale 155

Morale Feedback Upselling Surveys 155

ShepHyken

JULY 31, 2020

It is a great growth hacking tool for companies with continually evolving standards as it merges CX and customer service to help the customer understand your novel offerings, all the while increasing upselling opportunities and shortening the sales cycle. Exploit AI-Powered Tools to Automate Common Queries.

Customer Experience 218

Customer Experience Customer Service Chatbots Upselling 218

ProProfs Blog

APRIL 12, 2019

This has led to companies using Net Promoter Score (NPS) surveys as a metric to evaluate customer loyalty and reduce churn rate. at the end of the survey to better understand the factors that decided the rating given to them. How to Effectively Use Net Promoter Score Survey Software. You can even upsell them to a new package!

SaaS 120

SaaS Customer retention Surveys Morale 120

Nicereply

OCTOBER 17, 2022

Customer surveys are a great example of this dilemma. Some teams might be tempted to think that surveys, and the tools needed to send them, aren’t all that important for your business. Customer surveys have the potential to produce a considerable ROI. 3 essential steps to prove the ROI of your customer surveys.

Surveys 59

Surveys Feedback Metrics Upselling 59

Totango

APRIL 5, 2022

NPS software helps you conduct NPS surveys, analyze their results, and put the information to use. It can make your NPS surveys more efficient by performing a number of functions, such as: Segmenting your respondents based on criteria you select so you can zero in on a particular part of your customer base. Branding your survey.

Upselling 108

Upselling Surveys Analytics Customer retention 108

Interaction Metrics

JANUARY 7, 2025

Fixing these friction points leads to fewer cancellations, happier customers, and a smoother path to upselling additional features. Accurate Data as a Foundation: High-quality data collected through surveys, interviews, and customer service evaluations is critical to the success of any journey map.

Journey mapping 62

Journey mapping Consulting Consulting B2B 62

CSM Magazine

APRIL 10, 2025

Sales Assistants AI can act as a virtual salesperson by recommending products based on customer preferences, guiding them through the purchase process, or even upselling complementary items. Survey Collection and Feedback Conversational AI makes gathering customer feedback easy.

Chatbots 52

Chatbots Upselling Healthcare Feedback 52

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

OCTOBER 11, 2024

How to measure customer satisfaction Measure customer satisfaction by analyzing results from surveys , feedback forms, reviews, and brand mentions. And speaking of customer experiences… Analyze insights from customer experience surveys Dig into the rich insights your customer experience surveys provide.

Customer retention 52

Customer retention Surveys Feedback Education 52

Win the Customer

JANUARY 20, 2020

eDigital surveyed in 2013, where 73% of people surveyed said that they preferred live chat to use email, SMS, social media, the phone, and so on. A survey by eMarketer found that 63% of people surveyed were much more likely to come back to a website which offers live chat. The Benefits of Live Chat Software.

Chatbots 159

Chatbots Feedback Surveys Sales 159

CCNG

OCTOBER 19, 2022

Martech Alliance, 2021) Nearly half (48%) of survey respondents said the customer experience they deliver falls below or significantly below their customers’ expectations. Forrester, 2016) The average email survey response rate is 24%. Fluid Survey, 2014) 75% of people complete surveys on their mobile.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

ProProfs Blog

DECEMBER 11, 2020

Gaining better profits by recommending the right products during an upsell opportunity. To calculate this metric, you need to roll out a customer satisfaction survey that can be sent out to customers once they’ve made a purchase or had a recent interaction with your support team. These can also help you in: Preventing customer churn.

Metrics 148

Metrics Abandon rate Surveys Customer effort 148

Totango

NOVEMBER 3, 2021

However, the value of NPS surveys depends on how you go about conducting them as well as what you do with the data you collect. Here we’ll cover some best practices for getting the most out of your NPS surveys. In the process, we’ll look at how technology can help you optimize the results you get from using NPS surveys.

Best practices 103

Best practices Surveys Upselling Journey mapping 103

Totango

NOVEMBER 3, 2021

However, the value of NPS surveys depends on how you go about conducting them as well as what you do with the data you collect. Here we’ll cover some best practices for getting the most out of your NPS surveys. In the process, we’ll look at how technology can help you optimize the results you get from using NPS surveys.

Best practices 102

Best practices Surveys Upselling Journey mapping 102

Totango

NOVEMBER 3, 2021

However, the value of NPS surveys depends on how you go about conducting them as well as what you do with the data you collect. Here we’ll cover some best practices for getting the most out of your NPS surveys. In the process, we’ll look at how technology can help you optimize the results you get from using NPS surveys.

Best practices 100

Best practices Surveys Upselling Journey mapping 100

ChurnZero

MAY 25, 2023

For example, survey research shows about half (50.2%) of all CS teams surveyed are directly responsible for customer renewals. While renewals are a central aspect of CS work, many Customer Success Managers (CSMs) have a mandate for upsells. In this approach, a renewal, upsell, or downsell is partially included in a forecast.

Upselling 97

Upselling Metrics Surveys Accountability 97

Totango

JULY 19, 2021

In a 2021 survey performed by Totango, 43% of respondents reported spending more than 50% of their time working with marketing and 56% of respondents said they spend more than 50% of their time working with service and support teams. And the best CS teams main priorities include : Product adoption. Onboarding. Customer advocacy.

Upselling 126

Upselling Feedback Customer advocacy Surveys 126

TechSee

JUNE 23, 2021

According to a recent survey , 42% of consumers indicated that they prefer to get remote support and avoid technician visits altogether even post-pandemic. . Companies recognized the need to deliver engaging, frustration-free online experiences for their customers, and many turned to remote visual assistance to help them achieve their goals.

Self service 168

Self service Enterprise Upselling Technology 168

Interactions

APRIL 2, 2025

Upselling, Cross-selling, and Emptying Those Shopping Carts With these same integrations and personalization, retailers can transform contact centers from cost sinks to revenue generators. 92% of surveyed consumers report lower customer effort when theyve experienced a seamless transition from self-service to live agent.

Self service 62

Self service Average Handle Time Upselling Contact Center 62

Talkdesk

DECEMBER 10, 2020

Here are the major trends that emerged from our global research survey. . Extending beyond traditional problem resolution, agents are re-skilling to drive cross-selling and upselling opportunities, driving a new source of active revenue. The CX stakes are rising. Expanding from productivity to production.

Contact Center 135

Contact Center Upselling Cloud contact Analytics 135

TechSee

JUNE 30, 2021

While installing the range, Mike pointed out that their hood needed to be replaced, earning himself a bonus for the upsell. Survey data shows that 39% of Americans who canceled a contract with a company cited customer service as the primary reason for cancellation. These five jobs netted the company a nice profit. But on Tuesday….Mike’s

Construction 164

Construction Upselling Healthcare Enterprise 164

TechSee

FEBRUARY 16, 2021

This is underlined by a January 2021 survey , where 65% of U.S. According to a Gartner survey, 19% of service companies already offer these kinds of outcome-based contracts, and another 26% expect to do so within 12 months. consumers reported requiring technician assistance during the current pandemic.

outsourcing 109

outsourcing Upselling Surveys Technical Support 109

Totango

DECEMBER 29, 2021

This promotes customer satisfaction, benefiting your clients and bringing your business higher retention rates and upsell revenue. Another important source of data is customer satisfaction surveys. This promotes higher customer satisfaction, leading to more retention and upsell revenue for your business.

Customer centricity 104

Customer centricity SaaS Upselling Metrics 104

Totango

APRIL 2, 2019

This is also a good time to add upsells to accounts that have high customer health scores. Health scores indicate which customers may be receptive to cross-sell or upsell offers and which ones might require extra attention from your success team. Customize Notifications and Health Scores. Gather Feedback.

Journey mapping 110

Journey mapping Upselling Accountability Feedback 110

Hodusoft

DECEMBER 4, 2024

Several studies and surveys have found various aspects of challenges. Neglecting Email Communication A survey conducted by MSP Success revealed that more than a third (34 percent to be precise) of MSPs polled said that they don’t use e-mail to market to their list. We will discuss some of those here: 1.

Upselling 52

Upselling Surveys Marketing Personalization 52

TechSee

FEBRUARY 5, 2019

Incentivized surveys and refer-a-friend programs, of the type that delivered stunning exponential user growth for Dropbox will give rise to more refined models drawn from the world of B2B sales.

Customer Experience 173

Customer Experience B2B Upselling SaaS 173

Lumoa

JANUARY 31, 2023

It’s very likely, that you have already answered NPS surveys multiple times yourself. Follow up with deeper surveys If needed extend the depth of understanding with follow-up surveys. Send the more specific longer surveys to only those customers who have the particular issue you investigate.

Customer Experience 165

Customer Experience Customer centricity Metrics Feedback 165

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

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

TechSee

MAY 24, 2021

One survey found that 65% of consumers agree that they would rather avoid technician visits due to safety concerns unless absolutely necessary. Turn a profit from upsells. And research shows that upselling increases revenue by 10-30% on average. While opportunities abound for security firms, they are also faced with challenges.

Upselling 124

Upselling Self service Wireless Contact Center 124

TeleDirect

JANUARY 28, 2021

Aside from standard call center activities, TeleDirect has telesales & upsells expertise , surveys & feedback , and other helpful tools to offer much-needed versatility into 2021, and beyond! Ready to see how TeleDirect can help into 2021? Fill out our customer contact form , or call our BPO experts at (800) 776-1081.

Customer Service 111

Customer Service Business Process Outsourcing outsourcing Upselling 111

Lumoa

FEBRUARY 9, 2023

upselling to the most loyal customers) Process changes (e.g. It encompasses activities such as customer retention, customer loyalty programs, customer feedback surveys, customer reviews and ratings, customer panel discussion groups, customer support services, and more. How a CSAT survey can look like. Image by Retently.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167