Nicereply

MAY 23, 2022

Support leaders are likely to encounter a need to scale their teams at some point in their career. Brendan Ledger , Director of Support at 7shift s, has a three-step framework that sets your team up for success and helps you scale effectively and quickly. How do you view the evolution of scale when it comes to support?

SaaS 98

SaaS Education Feedback Metrics 98

Expivia

FEBRUARY 18, 2024

Transforming Customer Service: The Evolution of Contact Center Outsourcing In the rapidly evolving business landscape, where technological innovation outpaces traditional business models, the contact center outsourcing industry is undergoing a monumental shift.

Customer Support 40

Customer Support outsourcing Strategic Value Contact Center 40

Nicereply

JULY 9, 2019

Let your ticket heroes and chat champions do what they do best, while you work to identify a candidate who will grow into the role and prioritize moving the team forward. Your support team is busy and getting busier. Who better to lead the team than the person who sets the bar for success day-in-and-day-out?

Customer Support 81

Customer Support Personalization Coaching Self service 81

ClientSuccess

NOVEMBER 22, 2022

Learn How to Align Your Customer Success and Marketing Teams. Learn How to Align Your Customer Success and Marketing Teams. As marketers, you’re always looking for new and innovative ways to drive value and ROI for your brand. Create a Customer Advisory Board for Your Company.

Marketing 69

Marketing Education Feedback Surveys 69

Lumoa

JANUARY 9, 2018

That’s what we asked each of them: How do you see the future of customer experience?? What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018?? How to overcome those challenges? Some hints: big data, omnichannel, personalisation, AI and organizational culture.

Customer Experience 141

Customer Experience Big data Customer centricity Technology 141

Toister Performance Solutions

JANUARY 20, 2022

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. How do you know if your company needs a CCO? Customer experience extends beyond just customer service.

Chief Customer Officer 62

Chief Customer Officer Advertising Surveys Sales 62

Mindtouch

MAY 24, 2018

Jeff Bezos put it well: “Your brand is what others say about you when you are not in the room.” ” So, how do we affect what others say about us? How else can we influence what our brands think and say about us? One way to have an effect on what others say about your brand is to be a part of the conversation.

Marketing 54

Marketing Customer centricity Consulting Consulting 54

Nicereply

JANUARY 28, 2020

Well-written job description goes a long way toward positioning your organization as a great place to work and toward drawing in high caliber applicants. Many customer service leaders don’t enjoy writing job descriptions. In this article, we’ll show you how to do just that. And who can blame them?

Customer Service 103

Customer Service Surveys Personalization Management 103

Eptica

OCTOBER 9, 2019

Date: Wednesday, October 9, 2019 Author: Pauline Ashenden - Marketing Manager National Customer Service Week 2019: The 3 key factors behind successful customer service. Author: Pauline Ashenden - Marketing Manager We’re now partway through National Customer Service Week (NCSW) , which runs from the 7 th -11 th October.

Customer Service 60

Customer Service Customer centricity Multichannel Contact Center 60

Amity

NOVEMBER 28, 2018

Delivered as a service, Densify's patented optimization engine collects and analyzes data from cloud computing services and other IT environments, which is further combined with advisory services of cloud experts who report on cost, explore usage patterns, and project future trends. I am the GM, the coach and the player.

Coaching 106

Coaching SaaS Metrics Accountability 106

Uniphore

DECEMBER 6, 2021

Contact centers can have the best customer service agents and the latest and greatest technology. They lead their organizations through the changes and challenges that contact centers encounter and champion processes and procedures to deliver excellent customer experiences.

Contact Center 52

Contact Center Morale Coaching Technology 52

Vonage

OCTOBER 12, 2015

To be truly effective, customer service must permeate the culture of a company. As such, this article, although it focuses on sales tactics, actually falls under the heading of customer service. Incorporate these five customer service strategies into your sales tactics and watch sales grow.

Sales 102

Sales Customer Service Upselling B2C 102

Customer Guru

AUGUST 21, 2018

With an expertise in customer service and experience trends, customer retention, employee engagement, and the like, DiJulius has worked with several brands such as The Ritz-Carlton, Starbucks, Nordstrom, and many more. He has been successful in showing businesses, teams and communities how to create a Disney-like experience and culture.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

ClientSuccess

JULY 29, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. What is one important lesson you learned in your early customer success days that has had a positive impact on your career? How has it helped you?

Best practices 59

Best practices Metrics SaaS Customer Service 59

Help Scout

JANUARY 27, 2019

Every day the Help Scout Customers Team delivers friendly, helpful support via email, chat, and social channels on all manner of topics from features and functionality to billing, onboarding, and integrations. Those folks are out there, but they are in high demand and always looking to grow. Here’s what that looks like at Help Scout.

Customer Service 40

Customer Service Coaching Consulting Consulting 40

Lumoa

OCTOBER 31, 2018

We asked 15 experts these three questions to figure out what direction industry is taking: How do you see the future of customer experience? What are, in your opinion, the top challenges in customer experience that companies should be aware of now? How to overcome those challenges? Read the full answers of the experts below.

Customer Experience 64

Customer Experience Customer centricity Education Consulting 64

ClientSuccess

OCTOBER 22, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. CSMs must also be curious about your own product, how it works, how it could be improved, and so forth. Mentor Questions. Let’s get started!

Management 41

Management Feedback Personalization SaaS 41

PeopleMetrics

FEBRUARY 26, 2018

Let’s move on to how many new customers you acquired” is likely the next agenda item. Relationship surveys , however, should be designed to gauge loyalty and solicit direct feedback from customers who not only bought your solution, but from customers who use your solution as well. the question of NPS for your company:?

SaaS 96

SaaS Feedback Surveys B2B 96

ClientSuccess

AUGUST 27, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. What is one important lesson you learned in your early customer success days that has had a positive impact on your career? How has it helped you?

Feedback 40

Feedback Sales Metrics SaaS 40

ClientSuccess

JUNE 28, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. What is one customer success best practice you’ve applied in the last few months that has had a positive impact on your success in your role?

Best practices 40

Best practices SaaS Metrics Management 40

ClientSuccess

SEPTEMBER 24, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. One of those questions asks, “ What are two or three ways you’ve established (or improved) “customer success as a culture” within your organization? ”.

Engineering 40

Engineering SaaS Sales Best practices 40

ChurnZero

OCTOBER 4, 2019

It’s time for another installment of our blog series where we spotlight a Customer Success professional and get their take on the industry as well as get to hear some of their top tips they’d like to share. Her department is responsible for onboarding, support, services, and retention of Bloomfire’s customers.

Upselling 40

Upselling Accountability Metrics Customer centricity 40

Horizon CX

DECEMBER 27, 2019

Based on your experience, how likely is it that you would recommend our (product, brand or service) to a friend or colleague? What is the reason behind your rating? What is one thing we could do differently to increase the value of our (product or services) to you? The Reason Why Question [an open-ended question].

B2B 52

B2B Surveys B2C Metrics 52

ClientSuccess

JULY 16, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. What is one important lesson you learned in your early customer success days that has had a positive impact on your career? How has it helped you?

Sales 41

Sales Upselling SaaS Best practices 41

Help Scout

DECEMBER 26, 2018

Our VP of Finance, Shawna Fisher, delivered a talk at a company retreat about how negotiation is best understood not as a face-to-face confrontation, but as a side-by-side, problem-solving journey: “Negotiation is fundamentally about human interaction. It was such a good speech we talked her into writing it up for our blog audience.

Finance 40

Finance Sales Customer centricity Customer Support 40

Russel Lolacher

OCTOBER 10, 2022

In this episode of Relationships at Work, Russel chats with author and employee experience leader Stacy Sherman on the latest employee experience workforce trends your organization needs to watch and plan for in the years ahead. DoingCXRight Website – Contact , Podcast , Blog , Mentorship. So you can tilt your head.

Journey mapping 52

Journey mapping Finance Personalization Customer Experience 52

Comm100

AUGUST 11, 2016

There are so many different customer service support channels these days that it can be hard to know where to focus your efforts. Luckily, an operator with the right skills can handle multiple channels like a champion. Organizing your priorities will reveal what tools and information are most effective for you.

Customer Service 43

Customer Service Scripts Sales Benchmark 43

Amity

NOVEMBER 13, 2014

The fast growing recognition of Customer Success is a survival tactic for most SaaS companies today. However, with customer success, the customer is the beneficiary of an exceptional customer experience and extracting the maximum value from the product or service they have purchased from you. What your business case is up against.

SaaS 48

SaaS Customer centricity Metrics Marketing 48

Natalie Petouhof

MARCH 6, 2017

The very nature of how we work is changing rapidly as employees from all ages are expecting more from their workplace. Winning leaders have realized the value of a strong and effective culture as a crucial, competitive advantage. I’ve written return on investment models for the value of human capital.

Finance 40

Finance Engineering Advertising Entertainment 40

SmartKarrot

FEBRUARY 21, 2022

A change agent promotes and champions changes that need to be made. When it comes to B2B SaaS organizations, there is a growing interdependency on the relationship between the change agent and key decision-makers. The primary role of a change agent is to concentrate on people and the interactions that happen with them.

Chief Customer Officer 10

Chief Customer Officer B2B SaaS Feedback 10

SmartKarrot

SEPTEMBER 25, 2020

To understand it, you must look into your own life’s examples and examine the different ways you have come to know about a new product. Which of those methods do you think is most effective in your decision to buy a product? Which of those methods do you think is most effective in your decision to buy a product? No investment.

Customer centricity 8

Customer centricity Advertising Education Marketing 8

SmartKarrot

NOVEMBER 2, 2020

In this mix, it is necessary to find efficient ways to sustain your business. The best way to know how to retain customers is to hear it from other business owners who do just the same. The best way to know how to retain customers is to hear it from other business owners who do just the same. What do Experts have to say?

Customer retention 21

Customer retention Consulting Consulting Marketing 21