TechSee

JUNE 16, 2022

Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” In addition, Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Totango

NOVEMBER 27, 2023

With acquisition costs proving too high in today’s constrained environment, many businesses are finally putting greater focus on nurturing existing customer relationships to ensure retention and expansion. Predicting customer churn or potential customer issues to inform corrective steps to optimize the customer journey.

B2B 92

B2B CRM Enterprise Upselling 92

Totango

JANUARY 22, 2024

These use cases free up time spent on tasks like pre-calls or sifting through customer data, empowering customer success managers (CSMs) to focus on more strategic initiatives and consultative customer guidance.

Enterprise 95

Enterprise SaaS Engineering Technical Support 95

Integrity Solutions

OCTOBER 30, 2019

Sales leaders need to reevaluate what an effective approach to sales onboarding really looks like. Whether a salesperson is new to the company or a seasoned high performer, the pressure is on in today’s world: Up your game, add more value, strengthen customer relationships and meet aggressive sales targets—fast.

Sales 40

Sales Coaching CRM Technology 40

Horizon CX

FEBRUARY 29, 2024

Overall, the implications of perfunctory service are far-reaching and can have detrimental effects on customer satisfaction, loyalty, brand reputation, employee morale, and business growth. Equip employees with the tools and resources they need to understand customer needs and deliver exceptional service.

Morale 52

Morale Customer centricity Upselling Feedback 52

Totango

OCTOBER 20, 2022

In some companies, customer success managers may play an active role in the sales process, helping sales representatives elicit customer goals and persuade buyers of product benefits. At other companies, CS managers may be assigned to follow up on sales during the customer onboarding phase. Initiative.

Management 91

Management Upselling Coaching Best practices 91

JustCall

AUGUST 7, 2023

But did you know that you could also use conversational AI for sales? In fact, the strategic use of AI in sales and marketing can automate the entire value chain and make businesses even more profitable. What is Conversational Sales? Conversational AI can embody these characteristics to engage customers more meaningfully.

Chatbots 52

Chatbots Sales Surveys Upselling 52

Customer Relationship Metrics

JULY 26, 2017

The best contact center agents also are the best marketing people, sales people, finance people, and trainers. Ownership over Accountability. When your focus is on how to hold people accountable, it takes your focus off an important question: “Why do we need to hold people accountable in the first place?”. Click to Tweet.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

JustCall

MARCH 8, 2023

Annette Franz is a renowned customer experience thought leader, consultant, coach, and author with over 30 years of experience in the industry. Her books, ‘Customer Understanding’ and ‘Built to Win,’ offer practical insights and strategies for building a customer-centric culture that drives value for businesses.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

CSM Magazine

OCTOBER 25, 2022

Calabrio , the workforce performance company, has hired Daniel Maier as chief revenue officer and Ryan Toben as senior vice president of customer success and sales operations. Maier joins Calabrio with more than 20 years of enterprise software sales experience. Ryan Toben, SVP of customer success and sales operations.

SaaS 52

SaaS Cloud contact Customer centricity Coaching 52

Tethr

JULY 21, 2020

Customers deserve a spot on your QA scorecard, but they’re often forgotten in the QA measurement process. Using Tethr’s Agent Impact Score (AIS), businesses can start connecting agent quality to effort reduction, while holding agents accountable for customer experience. Modernizing QA. Putting AIS into action.

Coaching 71

Coaching Construction Upselling Scripts 71

CSM Practice

SEPTEMBER 18, 2020

In this Chat and Learn series, we invited Taylor Johnston, Director for Customer Success at Salesloft, a sales engagement platform that helps sales organizations deliver better sales experience for their customers. Customer-centric. Small portfolio with large accounts. Sales/CS experience.

Upselling 52

Upselling Finance Customer centricity Accountability 52

CSM Magazine

JUNE 10, 2021

Build momentum around the story – ideally, the story will become a central part of an agent’s thought process, providing a continual source of motivation to help customers. This starts by hiring people who value the story, while reinforcing it in induction training, coaching sessions and morning team huddles. About the Author.

Gamification 105

Gamification Brand ambassadors Analytics Enterprise 105

Call Experts

JULY 27, 2023

From improving response times to providing personalized interactions, a call center can be a game-changer for organizations looking to elevate their customer service and thrive in today’s competitive landscape. Metrics to Track for a Successful Customer Service Call Center The business landscape today is primarily customer-centric.

Call Center 52

Call Center Customer Service Multichannel Abandon rate 52

Steve DiGioia

DECEMBER 5, 2016

Recently I had the pleasure of interviewing many leaders in the business world and customer service industry. an independent research and publishing firm focused on customer-centric business management, and Founder/Editor-in-Chief of CustomerThink.com, the world’s largest community dedicated to customer-centric business.

Customer centricity 264

Customer centricity Metrics Consulting Consulting 264

Integrity Solutions

MARCH 3, 2020

The most persistent contact center challenges can be overcome by making coaching a part of the culture and developing your agents’ listening and problem-solving skills. For several years we’ve been participating in Customer Contact Week (CCW), the world’s largest customer contact event series. The Power of Coaching.

Contact Center 62

Contact Center Coaching Scripts Management 62

Lumoa

FEBRUARY 6, 2018

Companies do marketing, sales and CRM – the customer does the experience! Short termism is mostly the result of a product-centric and “numbers focused” culture, which inevitably results in a “race to the bottom”. It’s more than just digital.

Customer Experience 129

Customer Experience Customer centricity Education Consulting 129

Satrix Solutions

JANUARY 29, 2021

Following up with customers after they have taken the time to share feedback (commonly known as “closing the loop”) is one of the most critical determinants of a successful customer experience (CX) program. Coach your CS team to concentrate on what is being said rather than just hearing that the person is upset.

Scripts 78

Scripts Surveys Feedback Customer centricity 78

Education Services Group

FEBRUARY 5, 2021

Many of these software providers do not have the knowledge, experience, or bandwidth to implement the necessary customer-centric strategies, so they turn to ESG. New sales bookings closed were 261% to annual target. Over 25% increase in employee count to bring specialized skillsets to client accounts.

Enterprise 52

Enterprise Consulting Consulting Customer centricity 52

aircall

AUGUST 18, 2021

At a call center , it refers to recording past conversations between customers and agents for sales and marketing purposes such as: Qualifying leads. Streamlining customer service. Polishing customer experience. Improved Customer Support Team. Ensure quality assurance for each customer support call that comes in.

Coaching 71

Coaching Government Abandon rate Call Center 71

Customer Guru

MARCH 22, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

B2C 65

B2C Finance Customer centricity B2B 65

Customer Guru

MARCH 22, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

B2C 63

B2C Finance Customer centricity B2B 63

Integrity Solutions

OCTOBER 27, 2021

Talking about a customer service culture is important, but having an efficient, always improving process is what creates that culture and makes it last. That’s also why investing in people’s success and development has to be part of the customer strategy. Some key factors to look for: Processes that adapt to the customer.

Customer Service 69

Customer Service Coaching Banking First call resolution 69

Help Scout

SEPTEMBER 18, 2018

To the uninitiated, “Support-Driven Growth” might first appear like a fancy name for customer success, or a souped-up method of filtering prospects to the sales team — but it’s much more than that. Support-Driven Growth is a business approach aimed at shifting the customer support channel from cost center to critical revenue driver.

Coaching 40

Coaching Customer centricity Upselling Sales 40

Kayako

APRIL 29, 2019

And with good reason, customer-centric culture is the backbone of good customer experience. Richard Branson famously said “If you look after your staff well, they will look after your customers. For customer-facing teams, this means accountability for customer service and outcomes.

Customer Service 65

Customer Service Employee engagement Customer centricity Entertainment 65

JustCall

APRIL 12, 2023

Thinking of investing in auto dialer software for your call center or sales team? An auto dialer basically is a system that automatically calls a list(s) of phone numbers to target customers/prospects or allow sales agents to leave messages. A wise decision! Let’s jump right in. What is an Auto Dialer?

Scripts 52

Scripts Sales CRM Contact Center 52

Noble Systems

MARCH 19, 2021

From sales and marketing to customer support to technology resources, SMBs must be nimble and responsive. Advanced call center features can help your SMB grow with the ability to manage a variety of programs, including marketing, lead generation and sales, customer service, helpdesk support, collections, surveys, and more.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

3CLogic

DECEMBER 10, 2021

Unfortunately, an August Market Study from CCW shows that only about 40% of customers think companies have gotten better at delivering great customer experiences via phone and digital channels in the last year. How An Effective Customer Experience Strategy Affects The Bottom Line. Leads To Future Sales.

Contact Center 52

Contact Center Coaching Analytics Customer centricity 52

SmartKarrot

MAY 6, 2022

Role: Director of Customer Success Location: Remote, United States Organization: Chevin Fleet Solutions As a Director of Customer Success, you will optimize the CS mission, vision, and customer journey map with the VP of Customer Success & Support. Help foster a company-wide, customer-centric CSM-focused culture.

Journey mapping 19

Journey mapping Coaching Government Upselling 19

ChurnZero

FEBRUARY 28, 2020

If an onboarding team or an implementation team is required outside of your Customer Success team for specialization reasons, you still want that CSM to be involved from the very beginning. What customer experience is happening when you’re doing those things and how are you mapping to that? Are these at-risk accounts?

Journey mapping 64

Journey mapping Customer centricity Accountability Metrics 64

SmartKarrot

JANUARY 20, 2023

Role: Customer Success Lead Location: Remote, Switzerland Organization: Earny Switzerland As a Customer Success Lead, you will take charge of user requests & improve the payroll application and user experience. You will bring precise and fast answers to customers on all contact channels (emails, phone, etc).

Government 19

Government Upselling Accountability Customer centricity 19

SmartKarrot

JANUARY 9, 2023

Role: Customer Success Manager Location: London, England, United Kingdom Organization: HiBob As a Customer Success Manager, you will build and execute an account-specific relationship framework inclusive of regularly scheduled status calls, quarterly business reviews, account documentation, reference management, and account planning sessions.

Coaching 19

Coaching Accountability Customer centricity Service level 19

Amity

MAY 5, 2017

Wynne Brown is the Director of Customer Success at Seal for the West and Central regions. Prior to joining Seal, Wynne was the head of Customer Success for GitHub. Wynne’s roots are in sales starting with a named account position at Monster Worldwide where she grew revenue from $5M to $25M in five years.

Customer centricity 73

Customer centricity Sales Consulting Consulting 73

SmartKarrot

AUGUST 17, 2022

Role: VP of Customer Success Location: Remote, Dallas, TX, US Organization: Textio As a VP of Customer Success, you will be leading, rapidly growing, and coaching team members by setting the strategy and prioritizing the organizational goals. Engage with clients at all levels and be the lead for all client engagements.

Education 19

Education Upselling Customer centricity Coaching 19

ProProfs Blog

JUNE 30, 2020

To help you understand this essence and develop better customer service strategies, we’ve curated a list of some of the best customer service books below. Create a positive customer-centric culture amidst the support team. Create better customer loyalty programs. Improve your existing customer success strategies.

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Marketing 128

SmartKarrot

FEBRUARY 15, 2023

Role: Director of Customer Success Location: United States (Remote) Organization: Apollo.io As a Director of Customer Success you’ll utilize automatic and calculated plays to manage a huge number of accounts. Set a date for newly assigned accounts’ onboarding. First-level support for accounts that are owned.

Finance 19

Finance Accountability Customer centricity Coaching 19

CSM Magazine

DECEMBER 5, 2017

Both of those groups learn, absorb information and get motived differently, so incorporating gamification into recruitment, training and coaching will continue to become more and more important. As transactional customer service functions become more automated, the skills required for good customer service professionals are changing.

Customer Service 80

Customer Service Gamification Self service CRM 80