Totango

DECEMBER 20, 2023

These accolades highlight our product’s user-friendly nature and our team’s relentless efforts to ensure a smooth setup process for our customers. I felt fully supported by the Totango implementation, data, and support teams. The onboarding experience was in-depth and thorough.

Enterprise 108

Enterprise Customer centricity Benchmark Upselling 108

Comm100

JUNE 15, 2022

Speak with management and the wider team so action can be taken to improve business operations. In particular, ensure to include customer-facing team leaders who are in the best position to drive change. Provide clear communication to the customers, so they are aware the program will improve their experience going forward.

Customer Experience 86

Customer Experience Journey mapping Surveys Feedback 86

Totango

JUNE 21, 2023

The cross-functional nature of customer success As we continue to redefine the landscape of customer success (CS), one thing is clear: the customer journey is a collaborative endeavor that involves marketing, sales, customer success, and product teams.

Enterprise 83

Enterprise Feedback Surveys Marketing 83

Totango

JULY 11, 2023

We’re grateful to all the Totango users for sharing their perspectives and support with the G2 community. Continuous improvements like our recent launch of Totango In-App and integration of AI enabled tools are critical to these efforts and make it easier for teams to work together and drive customer outcomes more quickly.

Journey mapping 82

Journey mapping Enterprise Accountability Feedback 82

Enghouse Interactive

JULY 7, 2020

Transform the Contact Center with Microsoft Teams (blog series). Blog #2 Microsoft Teams Drives Agent Productivity. In our first blog, we explored how Microsoft Teams, when integrated into a Contact Center, helps provide a better experience for the end-customer. The Pressure is On. Better Global Coverage.

Self service 52

Self service Contact Center CRM Quality management 52

Beyond Philosophy

JULY 29, 2021

” However, the truth is I built an excellent team. So, today, we will look at the 5 Rules for building a successful Customer Experience team. . So, if you’re trying to build a successful team, I hope these help. The Five Rules for Building a Successful Customer Experience Team.

Customer Experience 222

Customer Experience Consulting Consulting Customer centricity 222

Totango

NOVEMBER 27, 2023

We know that sales and customer success (CS) teams must work together to drive revenue growth and expansion. How teams accomplish this challenging dance, however, is an ongoing question. Having a process and that information flow through the various teams and the overall implementation of a customer is critical,” Dishman said.

Sales 71

Sales Enterprise Accountability Metrics 71

Totango

APRIL 6, 2023

To survive this tough “do more with less” climate, companies are turning to their customer success (CS) teams to ramp up their customer retention and expansion efforts. With budgets being cut, staff being laid off, and sales cycles getting longer, many businesses are feeling the pressure, especially in the tech sector.

Enterprise 85

Enterprise CRM Sales Customer retention 85

24-7 InTouch

APRIL 26, 2024

This blog explores how companies can synchronize AI adoption with effective risk management to foster a robust, safe, and customer-centric business environment. Clearly communicating how AI systems make decisions and how data is used can alleviate customer fears about data misuse and increase their engagement with AI-driven platforms.

Government 52

Government Customer centricity Technology Management 52

Steve DiGioia

MAY 17, 2021

To top it all off, people used to tell 10 people about a bad experience, but now they can post a blog or a video on YouTube and tell thousands of (or more) people. C ommunication – Clearly communicate the process and set expectations. C ommunication – Clearly communicate the process and set expectations.

Customer Service 341

Customer Service Personalization Sales Technical Support 341

Totango

MAY 17, 2023

When it comes to understanding customer needs, marketing, sales, and CS teams are the experts, so it’s on us to work together to define today’s most valuable growth opportunities. More than half raised hands for sales and the CRO, and when asked if they felt the relationship with product teams could be enhanced, even more hands shot up.

Sales 106

Sales Marketing Metrics APIs 106

Totango

NOVEMBER 27, 2023

This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams. Offer self-service functionalities through community and knowledge centers. Deliver in-app guidance and content aimed at prioritizing user adoption. Customer health.

B2B 91

B2B CRM Enterprise Upselling 91

TeamSupport

JUNE 20, 2023

By implementing effective strategies, businesses and customer support teams can rise above the limitations imposed by the current economic climate and deliver exceptional experiences. This approach ensures consistency, accuracy, and saves precious time, allowing support teams to handle a higher volume of inquiries effectively.

Best practices 97

Best practices Self service Chatbots Analytics 97

LiveChat

JANUARY 3, 2019

It was a good year for the LiveChat blog. Our blog was visited every month by over 100k visitors , who spend 8 minutes on each page on average. Let me proudly present a list of 12 killer posts we’ve published this year on LiveChat Blog. How we reached 100,000 unique views a month on LiveChat blog.

Chatbots 59

Chatbots B2B SaaS B2C 59

ClientSuccess

DECEMBER 19, 2022

For customer success teams, playbooks are invaluable tools to help them save time and be more efficient in their customer interactions. In this blog, we’ll be exploring the five playbooks every CSM team should have in order to ensure success and consistency across the team. Playbook Vectors by Vecteezy.

Upselling 72

Upselling Education Best practices Sales 72

CSM Magazine

DECEMBER 13, 2023

Communicate what people can expect from your products or services. Use improved communication to address issues before customers notice them. Create a positive workplace environment that encourages collaboration, open communication, and recognition within the workforce. Create a system that collects feedback regularly.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

Customer Service Life

DECEMBER 20, 2023

Image by Gerd Altmann from Pixabay It’s been 10 years since I wrote an article on this blog about the importance of never saying “No” to customers. Upsell/Cross-sell opportunities – When the product the customer is currently using doesn’t do what the customer wants but another product in our line does.

Upselling 83

Upselling Contact Center Engineering Banking 83

Comm100

DECEMBER 12, 2023

This blog will delve into the top four customer service trends that are expected to take center stage in 2024. However, disconnected channels create disconnected communication. You must maintain a consistent experience and service level across all channels – and the only way to achieve this is through omnichannel communication.

Customer Service 78

Customer Service Chatbots APIs Government 78

Nicereply

JULY 28, 2022

Excellent cooperation between sales and customer service teams is essential for growing a business. The sooner the team members realize that everyone plays for the same team, the better. From this blog post, you’ll learn how your sales and customer service teams can work together for great results.

Sales 59

Sales Customer Service Upselling Average Handle Time 59

aircall

OCTOBER 17, 2022

If you consistently have a low sales win rate, it might be worth looking at your current team and how to bridge the skill gap with training and other learning resources. It also might come down to updating your pitch, making tweaks to your email communications, or taking a closer look at your buyer’s journey. .

Sales 117

Sales Gamification Metrics Accountability 117

ChurnZero

APRIL 15, 2022

If your Customer Success (CS) teams doesn’t possess ESP, you need tools to identify a customer’s buying signals, usage behavior, and ROI to break the endless cycle of trial and error with your expansion outreach. As the team expanded, so too did the need for automated, scalable processes and engagements.

Accountability 98

Accountability SaaS Upselling Metrics 98

Call Center Weekly

AUGUST 1, 2018

So, ask your teams, “Why do we need to be on social media?” Each team will have a different response. The sales team will obviously want to increase sale opportunities, while the support team will want to assist and engage customers. All of these teams have a valid reason to manage social media.

Management 136

Management Government Contact Center Sales 136

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.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Nicereply

SEPTEMBER 7, 2021

We often hear a lot about sales enablement, which is the process and practice of ensuring sales teams have the right information and tools to help them sell more effectively. Support enablement ensures the customer support team has the information and tools they need to help support customers and deliver a great customer experience.

Sales 100

Sales SaaS Customer Support Best practices 100

OctopusTech

JUNE 29, 2023

Outbound service centers use a wide range of mediums for communication like voice broadcasting, telephone calls, and automated dialers to connect effectively with the users. Companies can use this for cross-selling, upselling, and referrals to attract more customers to their business. Almost 55.3%

Customer retention 62

Customer retention Call Center Upselling outsourcing 62

Nicereply

OCTOBER 13, 2020

Use your CSAT scores to open up conversations with other teams about where issues are, who is responsible for fixing them, and how they will get fixed. Traditionally, customer satisfaction (CSAT) surveys provide insights about how your customer support team is performing. Open up communication. Empower teams with the knowledge.

Customer Support 71

Customer Support Surveys Marketing Self service 71

UJET

AUGUST 5, 2020

This new angle is also becoming increasingly important with the recent rapid shift to teams working remotely. Our South Korea office uses Slack to communicate with the UJETers all over the world, just like I do from Europe. This is why having a champion back where most of your team members are be really beneficial.

Personalization 133

Personalization Marketing Management Accountability 133

ChurnZero

JANUARY 25, 2024

As the role of CS changes, so do the critical skills required for CS teams, their leaders, and CS professionals seeking new roles. Let’s explore the essential trends, specializations, and factors driving the evolution of CS skills in 2024, and consider how you can upskill yourself and your team to stay at the cutting edge.

Education 52

Education Upselling Consulting Consulting 52

Totango

AUGUST 8, 2021

In the same way that access to large quantities of accurate data enabled drug companies to produce a vaccine record time, making people resistant to the effects of COVID, data has enabled customer success teams to delight customers and pandemic proof their organizations. Offer Relevant Communications. Build a Customer Community.

SaaS 118

SaaS Best practices Metrics Enterprise 118

Verint

DECEMBER 28, 2017

When I started this blog in 2009, I focused on the thorny issues involved with communicating across the sales-engineering interface®. The strategy and execution focus less on churn rates and more on cross-functional collaboration than status quo business models currently allow. Subscribe to my blog. Let’s face it.

Customer retention 36

Customer retention Engineering Coaching Sales 36

Peter Lavers

APRIL 21, 2020

Leadership trust is driven by positive intentions that are translated, communicated and demonstrated to the people that turn them into reality. The resulting enablement and creation of mutual value builds long-lasting trust between leadership, teams and individuals ”. Train your sales team to sell the new model.

Sales 130

Sales Feedback Marketing Customer centricity 130

Global Response

NOVEMBER 6, 2023

While outsourcing offers many benefits for the company outsourcing, including more affordable labor, scalable teams, increased service hours, flexibility and more, there’s not always as many clear benefits for the workers providing those services. Cultural sensitivities in communication.

outsourcing 62

outsourcing Call Center Transportation Metrics 62

JustCall

APRIL 3, 2024

Auto dialers are a secret weapon for call centers and sales teams. It minimizes the manual dialing nightmare for sales and lead generation teams. Nextiva is a business communications tool with auto dialing features for efficient outreach. Your team can focus on building strong customer relationships and closing deals.

Sales 52

Sales CRM Scripts APIs 52

JustCall

MARCH 28, 2023

Sales success hinges on strong collaboration within the team. In this blog post, we’ll explore the benefits of collaboration, address common challenges, and provide actionable steps to foster a collaborative sales environment. Benefits of Effective Sales Team Collaboration 1.

Sales 52

Sales CRM Best practices Morale 52

Fonolo

DECEMBER 6, 2022

This might look like taking an online course and learning to adapt your leadership style , researching new business models and processes, and honing communication skills with different stakeholders. . That style is ideal for experienced agents, but what if you inherit a new team of recruits? Use incentives and gamification .

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

Global Response

JULY 3, 2023

When you sort customers by what they want, how they behave, and so on, you can market and communicate to them effectively, creating more relevant and personalized experiences. Sure, they’ll send marketing communications or promotions for sales, but what about reaching out for feedback? This is Relationships 101, right?

Call Center 62

Call Center outsourcing Customer centricity Upselling 62

Totango

JANUARY 19, 2022

Communication : CSMs act as liaisons between the customer and others within the organization, therefore, they need to be good communicators who are able to facilitate the flow of accurate information between all key parties. Bonus points if these examples include working with Product, Sales, Marketing or Engineering teams!

Management 102

Management Brand ambassadors Enterprise Engineering 102