3 Reasons Customer Service Management Software is More Critical Today

Win the Customer

Customer service management software and CRM focuses on providing more efficient ways to unify business activities to carry out more effective customer service actions contributing to a better service experience.

CRM 144

Your Legacy of Customer Service Leadership

Win the Customer

Customer service leadership is clearly having a strategy for customer experience and bringing out excellence in others to carry out the service vision. Customer Service Customer Experience Excellence Leadership Management Vision

Customer Experience Helps Customers Complete Their Shopping

Win the Customer

A great customer experience is one that seamlessly integrates real-time self-service technology backed by experts who can resolve breakdowns to the process. Business

Impressions from Interactions 2013 – A Security Perspective

Customer Interactions

Day 3: Shaq Takes Center Stage The final day arrived, and after the 2013 NICE Customer Excellence Awards were presented, the audience enthusiastically welcomed Shaquille O’Neil (Shaq) to the stage. It was Even Bigger, Better than Last Time!

voip 49

The buzz from IFSEC 2013

Customer Interactions

These labels have gradually started appearing at IFSEC over the past several years, but 2013 was undoubtedly the year the concept came of age. During the many years I have attended the IFSEC exhibition in the UK, I have seen the fanfare of many new innovations in security technology.

Customer Experience Is More Important Than Advertising [Infographic]

Win the Customer

Only 4% of customers trust advertising the most for service information, so can your good customer experience to help seal the deal with customers? Customer Experience Customer Service Infographic Advertising infographic

Wishing You a Day of Peace

Win the Customer

Wishing a very Merry Christmas to customer service and call center agents around the world. Peace, joy, and happiness to you and your loved ones.

The Good Stuff on Customer Success you should be Reading

Amity

Customer support and customer service have been around for decades. These were the necessary evils of the traditional sector – the old-model reactive break/fix cost center – to resolve problems resulting from breaks and service interruptions.

SaaS 91

Stop Building Your Competitive Advantage and Start Building Your Customer Advantage

Amity

That’s when it’s back to the lab again, He better go capture the moment, And hope it don’t pass him by. Lose Yourself , Eminem. Competitive Advantage isn’t Sustainable. Power has shifted from vendors to customers.

The 3 Things Every Prospect Wants to Hear

Amity

Prospects invest a great deal of time researching the right solution. For some, it’s easier because they’ve got a hot tip on a must-have service – and if that’s your service then you’ve been working really hard at customer success!

SaaS 75

Customer-Centric Cultures are Made of This

Beyond Morale

Courtesy of www.AnnieLennox.com. You can travel the world and the seven seas, everybody’s looking for customer-centric cultures. Some customers want to use you. None of them want to get used by you. Some of them want to abuse you. None of them want to be abused.

How Customer Success will Succeed

Amity

The customer success cat is out of the bag. There can be no doubt about the direct correlation between customer success and the long-term success of SaaS companies.

Sales 73

How to Complain on Facebook and Twitter

Chad Schaeffer

What’s fun and exciting this week? My last post on “How Kroger Ruined, Then Saved My Daughter’s Birthday” was the third most popular post of all time here on No Fluff Social Media. Thanks to everyone who took the time to read it.

How Kroger Ruined, Then Saved My Daughter’s Birthday!

Chad Schaeffer

Happy Monday morning everyone! Throw away those Monday morning blues, it’s going to be a great week. I had a fantastic weekend but it almost turned disastrous! I love it when I can tell real life customer service stories here on my blog. Thanks for visiting this week.

Meetup Success for Developing a Customer-Centric Organization

Amity

Even a cold, snowy winter night could not keep the crowd away! Last night, the heroes of the Customer Success Meetup met for their second event. The buzz from the first meetup had definitely circulated. Over the past few months, the group membership swelled to 80 members.

Dreamforce Spotlight: Social Customer Care

Chad Schaeffer

Throughout the Dreamforce conference Nov. 18-21st in San Francisco there will be certain themes commanding a lot of attention. One of those themes is Social Customer Care.

How Do I Find Chad at Dreamforce?

Chad Schaeffer

Next week November 18th-21st, Dreamforce, the largest software conference in the world, along with our amazing customers and partners take over the city of San Francisco. And I’m excited to be a part of it!

B2B 62

Customers are an Investment

Amity

Technically speaking when a customer subscribes to your service, they perform the initial investment. They are investing in your service because it meets a need, solves a pain, gets a job done, or all of the above. On the surface, their investment is monetary in nature – monthly recurring revenue.

SaaS 62

The new ABCs of SaaS

Amity

A powerful insight into improving trial conversion struck me while I was watching the great PBS series Mr Selfridge recently. It stars Jeremy Pivin as Harry Selfridge, the founder of London’s famous Selfridges department store.

SaaS 62

How Amity Can Help With SaaS CAC Efficiency Cranks

Amity

Reducing customer acquisition cost (CAC) is critical to the success of any SaaS business. A recent blog post by Lincoln Murphy, The SaaS Myth and Misguided Optimization , introduced the concept of SaaS CAC Efficiency – in a nutshell, it’s not so much a metric but a new SaaS CAC point of view.

SaaS 62

There is an “I” in Team

Amity

There are actually 5-I’s in your customer success team. You can build your team around them, share them with other departments in your organization and even improve upon them – they are that good. So what are the 5-I’s and how did I become part of TEAM? Interaction.

SaaS 62

What Really Happens with a Manual Process

Amity

What Really Happens with a Manual Process. Hooray! Four qualified and enthusiastic customer success managers have been recruited. The VP is well aware of the business goals – reduce churn, grow the lifetime value of every customer, and maybe even improving conversions sits with this organization.

SaaS 62

Engaging Conversation at the first Customer Success Meetup

Amity

The Southern Ontario Customer Success Meetup group was officially launched to great success last night. Over 30 customer success practitioners and SaaS executives convened to hear Paul Philp share Lessons Learned in Customer Success.

Is Your Marketing Organization Ready to Change its MO?

ClearAction

Is Your Marketing Organization Ready to Change its MO? Gary Katz. It can sometimes be difficult to determine whether your company is ready to implement Marketing Operations.

The SaaS Industry Needs a Customer Relationship Revolution!

Amity

You will not have to worry about a dove in your bedroom, a tiger in your tank, or the giant in your toilet bowl. The revolution will put you in the driver’s seat. – Gil Scott-Heron, The Revolution Will Not Be Televised.

SaaS 62

Why Marriott Is Not ‘Plugged In’ to the Customer Experience

Chad Schaeffer

Hope you all have fun plans lined up for the 4th, I can’t wait to spend a few long weekends in northern Michigan later in July and August.

Uber – My New Favorite Company!

Chad Schaeffer

I hope everyone’s summer is off to an amazing start. This is such a fun time of year isn’t it? Longer days, kids playing outside, BBQ’s, bonfire’s and even music sounds a little sweeter sitting in the fresh air. What a week!

Photo Blog From Switzerland

Chad Schaeffer

Good morning everyone, how was your week? Hope everyone learned something new and feels good about their contribution at home and at work. You have my sincere thanks for deciding to click on this blog post! Do me a favor, stop and think about the most beautiful place you have ever laid eyes on.

Happy Holidays from Amity

Amity

Our initial beta launch occurred in July 2013 and our engaged community has provided dozens of suggestions, comments and ideas that we have used to continually improve and evolve our product. The last 12 months have been an intense and exhilarating ride! Since Amity’s inception in July of 2012, we’ve talked to countless customer success teams, launched a private beta, sponsored two successful Customer Success Meetup events, and worked hard to continually evolve our service.

Top 10 Technological Contact Center Trends

Insite Managed Solutions

Top 10 Technological Contact Center Trends Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015.

I Can’t See the Forest—the Trees are in the Way

CX Chronicle

As a Bank of America (B of A) customer over the last 15 plus years, [and having arrived here more as the result of acquisition than by choice] I have been a loyal customer in the sense that I have stayed and have not migrated to another banking institution.

B2C 52

The Case FOR Customer Experience as a Business Strategy

CX Chronicle

Being a Customer Experience (CX) professional and having studied and practiced the art and the science of this wonderful CX discipline for over nine years now, (all within one organization) I pause to reflect on what the net result is of all the hard and dedicated work that we CX professionals have accomplished thus far and what we are yet to accomplish.

Security concerns prompting banks to invest in multi-factor authentication

TRUSTID

The recent BankInfoSecurity article, “New Insight on How to Respond to 2013’s Top Fraud Trends,” suggests that fraud attempts against banks and credit unions will continue to increase this year. In 2013, financial institutions investing in complementary authentication solutions like TRUSTID will achieve true multi-factor authentication that is recommended today for protecting banking channels from account takeovers and other unwanted criminal activity.

Join Me for A PSIM Workshop at PSA-TEC or ISC West

Customer Interactions

To learn more about NICE’s situation management solutions, join us at Interactions 2013, the industry’s leading customer conference. The one thing that comes up time and time again is the need for more PSIM education.

TV Show "Airport 24/7: Miami" Features NiceVision on the Small Screen

Customer Interactions

To learn more about how Miami International Airport is using NICE’s solutions for improved security, safety, and operations, join us at Interactions 2013, the industry’s leading customer conference.

MindTouch Core and Platform: ‘This is the End, Beautiful Friend’

Mindtouch

If you are an existing customer of MindTouch Platform, the year 2013 was your last opportunity to renew this product. NOTE : MindTouch Core is no longer supported. MindTouch is now a cloud-based service that helps your product documents become a self-service customer support and customer engagement tool. Learn More. With the exception of existing customers, MindTouch will no longer support or maintain Core or Platform.

Quality and Consistency Wins Business and Drives Revenues

CX Chronicle

I like pizza. I think I’m among a majority of people who do. And, pizza I would say is as much a commodity as coffee—although people certainly have their preferences and favorites for sure. While I’m not here to debate the nutritional merits of pizza, I will admit that I have this craving I must satisfy every couple of weeks. Therefore, pizza has been a regular element of my diet. I don’t share this very readily or very often with my nutritionist.

B2B 48

How pre-answered caller authentication helps prevent telephone bank fraud

TRUSTID

Prevention vs. clean up. It’s a security question all financial institutions should ask themselves. When it comes to providing a trusted customer environment, banks are typically better at resolving problems stemming from non-predictive authentication and fraud than preventing them. That’s because they continue to allow criminals to get their foot in the door.

How to turn telephone identity interrogations into better customer care

TRUSTID

How confident are you that the next time one of your call center agents answers the phone the call will be handled safely and efficiently? If your contact center still relies solely on a host of challenge questions to identify customers over the telephone channel, my guess is your security confidence level falls a few notches below where it should be. We all know that the reliability of traditional knowledge-based authentication (KBA) today is not what it was a few short years ago.

Do your customer calls all look the same? They shouldn’t.

TRUSTID

Without the ability to verify the Caller ID or ANI, all customer calls can look the same to call center agents. This a risky proposition for any financial institution that handles thousands of customer calls each day. In other words, if all calls appear the same there’s no way to answer some of the key questions all banks should know about customer calls, such as: Which calls are trustworthy? Which calls require further review? Which calls require a contact center agent?