At many organizations, the sale ends as soon as the pen hits the paper and the contract’s signed. But this type of thinking seriously inhibits your growth. Why? Because your customers are also your best prospects. The probability of selling to existing customers is 60-70 percent, while selling to a new customer is a mere 5-20 percent (Marketing Metrics). If you’re not laser-focused on retaining and cultivating relationships with your current customers, then you’re leaving far too much money on the table.
Companies have realized customer success is not an option but a necessity. That’s why customer success teams have cropped up across all types of companies. But they’re especially prevalent at fast-growing subscription-based SaaS companies where high retention rates are a must-have priority.
So, what are SaaS companies doing? They’re realizing that without customer success teams, feedback loops are often frankly broken. When you wait for customers to contact you with a complaint, it’s too late. But a rockstar team is only part of the equation. You must also have the right processes and tools to make customer success a priority. In fact, Gordon Burnes, Bullhorn’s CMO, recently shared his own customer success experience.
The right customer success tools like Bullhorn Pulse can enable you to zero in on customers that require urgent attention. Tools that mine customer interactions that are typically locked away in email and phone interactions can reveal critical insights about engagement, sentiment, and communication preference information. Words that customers use like, “unhappy,” “angry,” and “cancellation” can be flagged so your team never misses them and they can get ahead of customer issues before they result in escalations.
Not only do such tools help with customer service issues, they also highlight additional revenue opportunities within your customer base. Positive words and phrases like, “happy,” “valuable,” and “incredible service” can surface opportunities for renewals or upsells that are critical success metrics for any customer success organization.
While the promise of stable and predictable revenue streams have helped SaaS companies scale and become the preferred business model for so may investors, the responsibility of ensuring customer success and adoption to continuously renew and upsell current customers is even more important to make the model work. That’s because investors and business leaders know a two percent gain in customer retention has the same effect as decreasing costs by 10 percent (Leading on the Edge of Chaos, Emmet Murphy and Mark Murphy). And one unhappy customer will tell another 9-15 people about their experience (White House Office of Consumer Affairs).
Your long-term growth requires an investment in customer success today. Do you have the right tools and processes to get the relationship analytics you need so you can deliver the incredible experiences your customers demand and deserve?
See how having the right relationship analytics can help you be more proactive with customer service issues and reduce customer churn so you can grow your business.
Publish Date: September 2, 2016 5:00 AM
CardBoard: Real-time data, shows the most important KPI’s in your Contact Center.
Built for data | Designed for business | Empowers teams
|2.)||Acqueon Technologies Inc.|
Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
PH: +1 888-946-6878
|3.)||Call Tracking Metrics|
Automate insights from all your customer communications
There's no better way to get to know your customer than through their own communications with your brand. Gain a strategic advantage and a thorough understanding of your customer's full journey with a complete suite of conversation intelligence tools and features. Measure customer sentiment, automatically identify and score qualified conversations, and give strategists everything they need to knock their campaigns out of the park.
Use conversation analytics to:
• Build your ideal customer profile
• Optimize your sales and customer service processes
• Maximize your resources to focus on quality conversations
• Identify trends and customer sentiment in real-time
CallFinder speech analytics
CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience.
With CallFinder, you get…
100% visibility into agent-customer interactions
100% monitoring of interactions, up from only 5-10%
Scalability of QA reviews with the same size QA team
CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client servic...
CCube for Business Intelligence
CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect...
CROSSCRM.CX - CRM Dataviz Module
CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.
All the Kpi’S are here for precise control of your Customer Relationship : Interactions - Quality - Satisfaction - Campains forecast MyClient
Filters, Data Extraction, Custom Views, dates sheets, email subscriptions, xls Extracts, images, pdf
PLUS ! Automated extracts
for integration to third party applications.
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.
Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.
AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.
With DialogAnalytics, you can get a...
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.
1. Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement.
2. Knowledge Analytics™ provides insight for eGain’s knowledge and AI applications.
3. Digital Analytics™ measures contact center performance within eGain’s digital channel applications.
4. Journey Analytics™ captures customer behavior on the website—identify the churn points and cre...
ethosAnalytics leverages data to provide business intelligence to enhance the customer experience and beyond. The analytics dashboards are customized based on client needs. ethosAnalytics enables data-driven decisions in seconds or minutes - not days or weeks.
|11.)||Lieber & Associates|
Contact center Analytics and Metrics
Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers.
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.
PH: +61 (0) 3.9008.1700
SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.
QPC provides realtime unstructured and structured data analytics solutions and services to contact centres globally.
We provide a complete end-to-end customer integrated offering powered by a Multichannel Intelligence Gateway which collects and inter-relates all customer interactions, from each and every customer contact across an entire contact centre ecosystem, all in real-time.
We also provide solutions for conversational and interaction analytics with solutions from our specialist portfolio.
Imagine for a moment that you are a call center manager responsible for generating revenue through signing new customers or up-selling to existing ones. Imagine that your KPI is telling you you have an abandonment rate of 5% and someone comes along and says "No, your abandonment rate or dropped call rate is 13%." .." How do I know? AcutuCall VoIP software application can show you the dropped call data including, originating number and whether it was a network or equipment failure." Now imagine you can see your calls in progress on a mobile app, take your dashboard where ever you go! "What is a lost call worth to you?"
PH: +1 613-521-1639
|Why Focusing on Customer Success Is the Best Business-Development Strategy||September 29, 2016 5:00 AM|
|How to Anticipate an Unhappy Customer||September 6, 2016 5:00 AM|
|Why Your Existing Customers Are Your Best Prospects||September 2, 2016 5:00 AM|
|5 Telltale Signs Your Customers Are About to Leave||August 29, 2016 5:00 AM|
|Global Staffing and Recruitment Executives Say Bullhorn’s a Preferred Provider||August 23, 2016 5:00 AM|
|How to Build Relationships with Clients in an (un)Connected Era||July 22, 2016 5:00 AM|
|Social Sourcing: What Every Recruiter Needs to Know||July 20, 2016 5:00 AM|
|The Continual Pursuit of an Incredible Customer Experience||July 18, 2016 5:00 AM|
|Client Database Software vs. CRM for Consulting||July 14, 2016 5:00 AM|
|5 Power Tips to Get Your Recruitment Game Into Shape||July 7, 2016 5:00 AM|