Totango

JANUARY 19, 2022

Whether you’ve worked in the customer success industry for a while or you’ve recently decided that this is the career path for you, searching for Customer Success Manager jobs can be intimidating – especially if you don’t know where to start. Top Skills Needed for All Customer Success Manager Jobs.

Management 102

Management Brand ambassadors Enterprise Engineering 102

Global Response

JULY 3, 2023

Think back to your last new relationship: whether it was a friend, a work colleague, a child or a romantic relationship, building any new relationship takes time, effort and dedicated focus. Relationships with your customers are no different—and yet, many businesses assume they will happen automatically.

Call Center 62

Call Center outsourcing Customer centricity Upselling 62

Totango

AUGUST 5, 2021

Strategies for communicating with upset customers can help you retain clients and transform escalations into opportunities. In this blog, we’ll look at some common causes of customer communication problems before presenting four effective strategies for managing difficult conversations. Miscommunications. Technical Problems.

Chatbots 118

Chatbots Best practices Interactive Voice Response Technology 118

ChurnZero

NOVEMBER 4, 2022

With sweeping layoffs, forecast misses, and budget cuts in the news, there’s one question running through the mind of every Customer Success leader right now: What can I do to prepare my department for the impacts of the economic downturn? Difficult conversations lead to deeper customer connections.

SaaS 98

SaaS Customer centricity Finance Best practices 98

Nicereply

NOVEMBER 3, 2022

What does being customer-centric really mean today? Find out here and learn what are the essentials of a healthy customer-centric culture. The concept of customer-centricity and customer-centric culture has been around for nearly 20 years now. Today, they owe a great deal of their success to putting their customers first.

Customer centricity 64

Customer centricity Feedback Surveys Customer Support 64

Joe Rawlinson

MAY 31, 2017

Take a look at your most loyal customers. Forbes reports that most businesses find 20 percent of their most loyal customers actually make up 80 percent of their sales. Studies also back up the idea that retaining customers can positively impact your bottom line. But which customer retention strategies actually work?

Omni-channel support 98

Omni-channel support Customer retention CRM Sales 98

REVE Chat Blog

JUNE 4, 2020

Words are incredibly powerful for handling clients’ conversations as businesses often can truly either make or break customer service experiences. Using the right empathy statements and phrases for customer service makes all the difference between a poor or delightful experience. Why empathy statements are important?

Customer Service 75

Customer Service Feedback Morale Call Center 75

Nicereply

JANUARY 4, 2023

Set up a customer service strategy that works and saves your costs. That will ultimately lead to customer service and support teams being pressured to ‘do more with less’ , as customer support is still seen as a cost center by many organizations. Why excelling at customer service is critical in 2023. Get ready for 2023!

Customer Service 59

Customer Service Chatbots Self service Surveys 59

Beyond Philosophy

DECEMBER 20, 2017

The film is full of bad management-staff relationship and motivation examples, and management’s myopic need for process execution for its own sake, not the enrichment or benefit of employees, and irrespective of the impact that they will, or won’t, have on customers.

Employee engagement 170

Employee engagement Customer advocacy Consulting Consulting 170

TeleDirect

OCTOBER 25, 2023

Anyone who has been in customer service understands that the human connection is impossible to replace. While, in our opinion, it can never replace live agents, call center AI offers remarkable advancements that can transform the experience for customers and business owners. The more it listens, the more it learns. Thank you, AI.

Call Center 62

Call Center Technology Customer Support Complaint resolution 62

JustCall

APRIL 3, 2023

Did you know that when it comes to SaaS customer success, acquiring a new customer can cost 4 to 5x more than retaining an existing one? Naturally, businesses will want to rely on customer loyalty for sustainable growth and profitability. This is where customer success comes in. In this blog, we’ll learn how.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

Nicereply

DECEMBER 7, 2022

A strong customer success team must be built consistently and with the right tools. Every business knows that customer success is key to maintaining loyal customers and ensuring positive word-of-mouth marketing. For that reason, building a solid customer success team is essential for your business success.

SaaS 52

SaaS Morale Feedback Accountability 52

aircall

AUGUST 5, 2022

That’s why a positive customer journey starts with a well-conceived lead-nurturing and follow-up process. . If you go beyond merely addressing prospects and successfully build a personal relationship with them, it’s only natural for contact quality to improve. 6 Ways to Optimize Lead-Nurturing and Follow-Up. The first step?

Sales 62

Sales SaaS Marketing Personalization 62

Anexa BPO

MARCH 24, 2023

To deliver successful customer journeys, exceptional understanding of the consumer is an unchallenged prerequisite. Organizations need to answer questions like “Who is my customer?” Exceptional digital experiences are created through a deep knowledge of the customer and their goals. What do they want?”

Technology 52

Technology Bilingual agents outsourcing Chatbots 52

ProProfs Blog

OCTOBER 25, 2019

With so many options in the market, brands find it challenging to cultivate long term business relationships with their customers. With strong customer relationships in place, a business gets to: Increase customer base. That’s because of long-term customer loyalty results to: Increase word-of-mouth publicity. Boost sales.

Surveys 84

Surveys Accountability Metrics Feedback 84

JustCall

AUGUST 12, 2021

Hiring a customer service representative that suits your culture as well as requirements can be a daunting task. A customer service representative is not only a part of your organisation, but also the voice of it. They interact with your customers directly and represent your image to the outside world. Do they fit the role well?

Customer Service 52

Customer Service Personalization Customer Support Best practices 52

aircall

NOVEMBER 18, 2022

Providing a great customer experience is critical to every successful business. When organizations fail to offer a positive customer experience, customers will quickly discover competitors. . 9 Essential Customer Experience Tools to Add to Your Tech Stack. 9 Essential Customer Experience Tools to Add to Your Tech Stack.

Customer Experience 62

Customer Experience Interactive Voice Response Chatbots CRM 62

Nicereply

JUNE 26, 2023

At its most basic, satisfied employees tend to exhibit higher levels of engagement, commitment, and enthusiasm when serving customers. This leads to more positive interactions, enhanced problem-solving abilities, and increased customer loyalty. Not only that, but higher employee retention helps save your business money as well.

Surveys 52

Surveys Employee engagement Metrics Customer centricity 52

BlueOcean

MARCH 13, 2023

Talk of ChatGPT is everywhere from your LinkedIn feed to the evening news to, yes, this blog. Like most people in the customer care sector, we are diving deep into where ChatGPT fits, or might fit, into the contact center world. So let’s get into it. Those first three are what we’d expect.

Contact Center 62

Contact Center Customer Experience Chatbots Customer Care 62

Global Response

AUGUST 7, 2023

Culture is one of the most nebulous aspects of any company or team—but creating a positive one can make or break your employee experience, your customer service, and your bottom line. Your customer focus. Finally, your emphasis—or lack thereof—on customer-centricity shapes your call center culture. Follow the leader.

Call Center 62

Call Center Morale Employee engagement Customer centricity 62

CSM Magazine

MAY 15, 2023

Customer experience (CX) in healthcare is how patients perceive their interactions with healthcare providers. A positive approach to improve customer experience assures the company’s growth in terms of revenue and building brand loyalty. This blog discusses six ways to improve customer experience in healthcare.

Healthcare 52

Healthcare Customer Experience Chatbots Consulting 52

Bill Quiseng

MAY 18, 2015

This week’s guest post is from Rhonda Basler , director of Customer Engagement at Hallmark Business Connections. I have been a longtime fan of her blog so I’m honored that she is sharing her customer experience insight here. What does it take for your business to create remarkable experiences for your customers?

Customer advocacy 156

Customer advocacy Customer Care Customer Experience Customer retention 156

Integrity Solutions

NOVEMBER 23, 2020

A customer-centric strategy is about more than just a values statement or a directive to the team. Are your customers truly at the center of your business universe? A customer-centric culture is one that is relentlessly focused on putting what’s best for the customer at the core of everything you do.

Customer centricity 127

Customer centricity Coaching Finance Sales 127

Blueship Call Center

SEPTEMBER 26, 2023

Call centers began as internal divisions devoted to sales and customer service. Solutions for customer call center outsourcing give businesses this flexibility, enabling them to respond quickly to market needs without having to worry about running internal call center outsourcing vendors.

outsourcing 70

outsourcing Call Center Calibration Contact Center 70

CSM Magazine

APRIL 1, 2021

Notwithstanding your high level of proficiency in accounting, poor customer service all too often becomes an issue for clients. Today’s customers are looking for personalized service and that’s not an easy need to fulfil when you are busy working on the accounts. Communicate with customers and listen to what they have to say.

Accountability 52

Accountability Customer Service Feedback Self service 52

Nicereply

NOVEMBER 23, 2023

Customer satisfaction is at the heart of successful Customer Experience (CX). Meeting these demands isn’t just a strategy; it’s essential for building trust and growing your brand. Meeting these demands isn’t just a strategy; it’s essential for building trust and growing your brand.

SaaS 59

SaaS Feedback Brand ambassadors B2B 59

Nicereply

FEBRUARY 25, 2021

If you can train your customer service staff to properly demonstrate reflective listening with your customers, it will naturally lead to a plethora of positive benefits. The business has always been about the customer. However, modern technology has only made personalized customer transactions that much more important.

Customer Support 52

Customer Support Education Customer centricity Personalization 52

REVE Chat Blog

FEBRUARY 26, 2020

The polarity lies in how they focus on building customer relationships to the next scale. Strong customer relationships are much like any relationship. You need to invest your time to build and nurture them over a period. The below model is one approach towards building good customer relationships.

CRM 104

CRM Feedback Personalization Education 104

aircall

FEBRUARY 21, 2018

High customer service attrition rates can sink an otherwise promising business, but this stubborn problem is solvable. Even if repetitive tasks, infrequent breaks, and irrational customers are unavoidable job hazards, understanding why this line of work often leads to burnout is the first step toward creating a sustainable team environment.

Customer Service 91

Customer Service Scripts Customer emotions Personalization 91

aircall

FEBRUARY 21, 2018

High customer service attrition rates can sink an otherwise promising business, but this stubborn problem is solvable. Even if repetitive tasks, infrequent breaks, and irrational customers are unavoidable job hazards, understanding why this line of work often leads to burnout is the first step toward creating a sustainable team environment.

Customer Service 91

Customer Service Scripts Customer emotions Personalization 91

Totango

JANUARY 17, 2019

Customer retention is vital to the health of your business. In order to run a successful enterprise, you have to think in terms of customer growth and expansion. The digital transformation of business has given customers more choices and greater freedom from long-term arrangements. Customer nurturing.

SaaS 74

SaaS Enterprise Customer retention Upselling 74

aircall

JUNE 30, 2021

Many look to the company for ways to improve customer retention. Email: Ring’s Secret to Improve Customer Retention. For one thing, it sends new customers emails to share tips on properly setting up the product. However, Ring is not the only company to reap the rewards of its stellar customer retention strategies.

Customer retention 62

Customer retention Customer advocacy Wait times Brand ambassadors 62

ClientSuccess

MARCH 13, 2020

This post is a change from our normal content on customer success best practices. Like many of you, our original plan was to spend this week hanging out with other customer success, SaaS, and cloud folks at the SaaStr Annual conference. . You’ll find tons of great content on all things SaaS, including customer success.

SaaS 52

SaaS Enterprise Healthcare Sales 52

Monet Software

JANUARY 30, 2020

A sense of purpose enhances retention and performance–but how can it be instilled in the workforce? In the race to build a highly engaged workforce to deliver exceptional customer experiences, contact center leaders are asking some deep questions. Talk About the Customer. Why do customers buy in the first place?

Contact Center 71

Contact Center Employee engagement Coaching Call Center 71

ClientSuccess

MARCH 13, 2020

This post is a change from our normal content on customer success best practices. Like many of you, our original plan was to spend this week hanging out with other customer success, SaaS, and cloud folks at the SaaStr Annual conference. . You’ll find tons of great content on all things SaaS, including customer success.

SaaS 52

SaaS Enterprise Healthcare Sales 52

ChurnZero

OCTOBER 27, 2020

This is a guest blog post by Kristen Brehmer from TaskRay. 2020 has made a few things clear about the future of Customer Success: the handshake is definitely out; digital events are the new norm for connecting with colleagues, customers and peers; and the customer is most definitely gold. . throughout the journey.

Sales 59

Sales CRM Customer retention Technology 59

JustCall

JUNE 2, 2021

Over 50% customers today are willing to switch brands after having one bad customer service experience. What is Customer Service? Starting right from the basics, customer service is the act of rendering support and assistance to the potential and existing customers of an organisation. Customer testimonials.

Call Center 52

Call Center call center professionals call center software Scripts 52