ShepHyken

APRIL 30, 2021

Customer Service Trends For 2021 . Here are five customer service trends to watch out for in 2021:? . Similarly, support can give salespersons thorough visibility into ongoing customer interactions to help them figure out opportune times for contacting customers and also identify any upsell and cross-sell opportunities.

Customer Service 375

Customer Service Chatbots Analytics Upselling 375

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. We’re calling it the CX revolution in financial services and insurance. . The CX stakes are rising.

Contact Center 135

Contact Center Upselling Cloud contact Analytics 135

TechSee

FEBRUARY 16, 2021

COVID-19 has resulted in a further increase in demand for service, with ServicePower reporting that 2020 field service trends resulted in field service organizations increasing investment in service workers by 72% to meet the rising demand. Let’s take a look at some of the trends that are expected to drive this year’s priorities.

outsourcing 109

outsourcing Upselling Surveys Technical Support 109

Totango

NOVEMBER 27, 2023

Analyzing extensive datasets to forecast trends. When customers achieve their goals, businesses will see more subscription renewals and expansion revenue from upsell and cross-sell opportunities. Predicting customer churn or potential customer issues to inform corrective steps to optimize the customer journey.

B2B 98

B2B CRM Enterprise Upselling 98

ChurnZero

MARCH 14, 2025

A nine-point increase over the course of a single year is highly indicative of the prevalence and permanence of this trend. 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

ChurnZero

JANUARY 13, 2023

However, it’s tough to predict the future alone — so we asked Customer Success leaders across the industry to share their top trends for 2023. Here are 12 predictions and trends your team can take advantage of now to make a big impact this year. What other trends will shape Customer Success in 2023?

Chief Customer Officer 98

Chief Customer Officer Sales SaaS Customer centricity 98

Upstream Works

JANUARY 20, 2023

This post will address the outlook for top CX trends in 2023 – here are two trends that contact centers will need to align with, especially since the weak economic outlook will likely persist throughout 2023. CX Trend: Enhance Security and Privacy This CX trend is more practical, but one that will be essential to support in 2023.

Contact Center 78

Contact Center Upselling Customer retention Technology 78

CustomerSuccessBox

SEPTEMBER 7, 2021

So, without further ado, let’s see the Customer Success Trends as predicted by the CS experts. Future strategies are focused on aggregating customer data and incorporating AI to provide valuable and accurate insights on usage trends, potential churn, and growth opportunities. #3 via GIPHY. #1

Journey mapping 96

Journey mapping Engineering SaaS Upselling 96

Calabrio

FEBRUARY 14, 2025

Monitor KPIs for balance Tracking and analyzing KPIs such as CSAT, FCR, average handle time (AHT), and cost per contact can help contact centers identify trends and adjust strategies accordingly. This data-driven approach ensures that quality standards are met while keeping expenses in check.

Contact Center 52

Contact Center Average Handle Time Upselling Coaching 52

Kayako

APRIL 1, 2022

Find out what trends will impact eCommerce customer satisfaction in 2022. The trend to remote working is causing a sustained increase in eCommerce. Trends and data show us that eCommerce companies and store owners need to focus on speed, convenience, helpful employees, and friendly service to keep and attract customers.

Sales 90

Sales Upselling Personalization Chatbots 90

TeleDirect

APRIL 7, 2025

Product updates Policy changes Performance-based training Industry trends and best practices Best Practices for Effective Call Center Training Successful training programs are structured, engaging, and adaptable. Increased Sales and Upselling Agents trained in sales techniques are more likely to identify opportunities and close deals.

Call Center 62

Call Center First call resolution Best practices Gamification 62

Outsource Consultants

FEBRUARY 25, 2025

Master the Art of Upselling and Cross-selling Upselling and cross-selling are powerful techniques that can boost your ecommerce sales significantly. Train your call center agents to identify opportunities for upselling and cross-selling during customer interactions. This increases average order value significantly.

Call Center 67

Call Center Sales outsourcing Technical Support 67

CSM Magazine

MARCH 1, 2022

What are the top trends we can expect to see right now? Not only does this drive digital and brand engagement, but it generates sales and upsell opportunities by hooking the customer to the brand. While the retail world may be heating up like never before, the competitive advantage is there for the taking.

Customer Experience 97

Customer Experience Government Upselling Technology 97

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. He also sits on the board of Directors for CSPN. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

TeleDirect

MARCH 15, 2025

Conducting upselling and cross-selling campaigns to increase revenue. Conducting research on industry trends and customer preferences. Outbound Call Center Services: How They Work An outbound call center is designed to proactively reach out to customers for sales, follow-ups, and business promotions.

Call Center 62

Call Center Telemarketing Technical Support Healthcare 62

Totango

FEBRUARY 12, 2025

Maintain predictable retention metrics while identifying cross-sell or upsell opportunities. For enterprises, improving customer health requires balancing three core priorities: Address regional or departmental variations in customer engagement. Navigate complex purchase decisions influenced by multiple stakeholders.

Enterprise 62

Enterprise Metrics Accountability Construction 62

CCNG

JULY 3, 2024

This alleviates the burden on companies from managing employee hiring, training, scheduling, and downsizing, allowing them to adapt to changing consumer demands, seasonal trends, or temporary projects. However, choosing a reliable and experienced partner is paramount for creating a value-based omnichannel customer experience.

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

ShepHyken

MAY 25, 2018

When a customer is in pain or trending towards churn, you need to know so you can proactively address it. 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.

Call Center 185

Call Center Customer retention Advertising Upselling 185

Totango

OCTOBER 14, 2024

An outcome-first approach is the foundation of a customer-led growth motion, where new logos are seeded with the potential for retention, upsell, and expansion. When that machine starts humming along, you can more easily identify upsell, cross-sell, and expansion opportunities.

Sales 62

Sales Upselling Engineering Enterprise 62

CSM Magazine

JANUARY 28, 2025

Webinars and Workshops Hosting live or recorded webinars to explain advanced features or industry trends allows customers to deepen their knowledge and use a product or service more effectively. This ensures that customers can fully adopt and integrate your product into their workflow.

Education 52

Education Upselling SaaS Self service 52

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. 81% of customers prefer companies that offer a personalized experience.

Self service 62

Self service Average Handle Time Upselling Contact Center 62

ChurnZero

NOVEMBER 26, 2024

Key performance indicators (KPIs) / objectives and key results (OKRs) they will be evaluated on, such as adoption, retention, upsell or cross sell, customer success qualified leads. Monitor account health, identify upsell opportunities, and collaborate with cross-functional teams to deliver exceptional customer experiences.

SaaS 52

SaaS Upselling Enterprise industry standards 52

TeamSupport

DECEMBER 7, 2020

On the other hand, when 70% or more of revenue comes from existing customers 1 , you must pay close attention to indicators that a customer might be increasing seats or adding user groups to ensure you don’t miss a valuable upsell opportunity. Upselling Other Products or Add-Ons. First, let’s look at potential for growth.

Customer Support 98

Customer Support Upselling B2B Sales 98

Totango

AUGUST 11, 2021

You can make it easier for customers to navigate this part of their journey by sending renewal reminders and upsell offers, streamlining your payment process, and creating automated workflows to help customers through common support issues which arise when renewing or upgrading.

Best practices 118

Best practices Customer Experience Upselling Interactive Voice Response 118

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. Segmentation is a helpful strategy for identifying key customer trends.

Journey mapping 110

Journey mapping Upselling Accountability Feedback 110

Totango

JUNE 28, 2021

Creating opportunities for premium upsells. This creates the opportunity to deliver an appealing upsell offer inviting users to try your premium product. You can automate tasks that promote onboarding and adoption, increasing user engagement and setting the stage for an upsell offer. Freemium Strategy vs. Free Trial Strategy.

Upselling 96

Upselling SaaS Best practices Sales 96

Totango

AUGUST 9, 2022

This makes it easier to see trends in data and plan strategic actions. Actions based on data trends can be automated using a tool such as a customer success platform that triggers workflows based on KPI monitoring. This enables more repeat business, more upsell opportunities, referrals and higher revenue.

Best practices 106

Best practices B2B Journey mapping Upselling 106

TechSee

APRIL 10, 2018

As businesses increasingly realize that leveraging the power of technology creates a clear competitive advantage, the future of the BPO industry has become dependent on its willingness to adopt new growth and BPO technology trends that will serve as a value multiplier for their offerings. BPO Technology trends: Blessing or Curse?

Call Center 139

Call Center Technology outsourcing Self service 139

Totango

MARCH 19, 2021

The post Customer Journey Infographic: Visualizing Your Customer’s Experience appeared first on Best Customer Success Blog | Trends & Articles for Enterprise Growth. Try it for free to see how Totango’s Spark Platform can help you promote better customer journeys and improve your customer’s experience.

Best practices 126

Best practices Customer retention Upselling SaaS 126

ChurnZero

JANUARY 20, 2021

This is called upselling. Slack’s users see an upsell message once they’ve reached the 10,000-message limit, which makes sense. . It’s about offering the right upsell at the right time. And by upselling, Slack is extending its customers’ LTV. And by upselling, Slack is extending its customers’ LTV.

SaaS 98

SaaS Upselling B2B Metrics 98

TechSee

APRIL 26, 2021

With today’s digital-first mentality, the need for remote support, and enhanced employee engagement, brands are recognizing the need to add ‘eyes’ to their contact center offerings – visual strategies are the hottest trend right now. Live Visual Assistance also sets the stage for agents to drive revenue through upsells.

Contact Center 109

Contact Center Self service Upselling Call Center 109

Totango

AUGUST 14, 2020

We have Account Managers that are accountable for the cross-sells, upsells, and renewals with our customers. The post Getting Started with a Customer Success Program at Lucid appeared first on Best Customer Success Blog | Trends & Articles for Enterprise Growth. But they have to be working very closely together. .

Accountability 158

Accountability Feedback Sales Upselling 158

Fonolo

APRIL 6, 2021

Encourage your agents and sales associates to familiarize themselves with the top sellers in your store, as well as product trends, so they will always have these products in mind when customers ask for recommendations. Upsell products that match a customer’s need. This shouldn’t be about pushing products.

Best practices 126

Best practices Customer Service Upselling Sales 126

Integrity Solutions

MARCH 11, 2025

A performance dashboard can be used by leaders as well as sellers to track progress, identify trends, evaluate and adjust strategies as necessary, build accountability and, ultimately, increase sales success. That’s where the sales performance dashboard comes into play. What is a Performance Dashboard?

Sales 52

Sales Metrics CRM Coaching 52

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. Success is responsible for the retention and upsells. Emily: We saw a boost in demand at the start of the pandemic.

Sales 111

Sales Customer Experience Upselling Self service 111

ChurnZero

MARCH 24, 2025

Every trend points to customer success becoming the growth engine of businesses, and since customer success typically owns NRR (net revenue retention) , tracking how the teams investments impact performance is also part of that need. Upsell opportunities. Meetings or calls with that hard-to-reach customer.

Technology 52

Technology CRM Engineering Finance 52

TeamSupport

MARCH 10, 2021

When businesses look at trends in their support operations, such as why customers even contact the service team in the first place, they can not only use the information to streamline operations to make teams more efficient, but they can stay current with, even ahead of, industry trends to improve the value of the conversations that actually happen.

B2B 98

B2B Upselling Coaching Customer Support 98