CSM Magazine

JUNE 13, 2018

To stay relevant, leaders must refine their customer support strategy for 2018. To help you do that, the Incite Group have gathered the most trailblazing executives from Microsoft and Travelzoo to share their advice on delivering an unforgettable experience for the customer of today. 7:00am PDT, 9:00am CDT, 10:00am EDT).

Customer Service 40

Customer Service Customer centricity Chatbots Best practices 40

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

TeamSupport

SEPTEMBER 8, 2022

Creating and maintaining an ideal self-service for customer support platform takes more than throwing in a few buttons. Above all, a true self-service experience means that customers can actually solve certain problems on their own accord. It all starts with your customer support software. Self-service checklist.

Self service 98

Self service B2B Customer centricity Customer Support 98

NobelBiz

NOVEMBER 13, 2023

Satisfied customers are more likely to stay loyal and continue their relationship with the brand, leading to a higher customer retention rate and, ultimately, sustained revenue growth. Don’t miss out on this exclusive discussion—it’s a webinar like no other, with surprises in store!

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111

Talkdesk

DECEMBER 1, 2020

From this data, we can map an organization’s CX maturity into one of four stages: Beginning: Contact centers in Stage 1 are establishing customer support within their organization and are most interested in efficiency to assist their clients while maintaining low costs.

Contact Center 104

Contact Center Benchmark Enterprise Customer centricity 104

Nicereply

MARCH 16, 2022

Some treat Customer Experience as a synonym to Customer Success, others see Success and Support as part of the CX team, and still, others prefer it reports into Sales as a way to increase upsells and renewals. These actions showed us that there was an appetite for even more customer-centric services.

Sales 111

Sales Customer Experience Upselling Self service 111

ChurnZero

JUNE 21, 2019

Simply, it’s much easier to turn a customer into a bigger customer than it is to turn a lead into a new customer. To explore this topic, we hosted a well-attended webinar with Kia Puhm from the DesiredPath Inc. In the webcast we discussed how to measure and monitor revenue across the entire customer lifecycle.

Best practices 73

Best practices Customer centricity Metrics Customer Support 73

Comm100

JANUARY 17, 2024

Automated Ticketing System Automated ticketing systems manage and route customer support tickets automatically based on predefined criteria. This streamlines the ticket handling process, ensuring that customer issues are addressed efficiently and by the most suitable agent. Now is the time to embrace this transformation.

Customer Service 77

Customer Service Chatbots Customer centricity Feedback 77

Help Scout

SEPTEMBER 18, 2018

We’ve seen tremendous success with it at Help Scout since formalizing the initiative earlier this year, and we’re excited to share those results with you now — and hopefully spark a broader conversation about how Support-Driven Growth can benefit a range of customer-centric businesses. What is Support-Driven Growth?

Coaching 40

Coaching Customer centricity Upselling Sales 40

JustCall

MARCH 8, 2023

With her expertise in employee and customer understanding, retention, satisfaction, engagement, and experience design, Annette is helping companies across the globe deliver better experiences for all their stakeholders. Sue Duris is a customer experience and marketing leader with over 20 years of experience in the B2B sector.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

Netomi

APRIL 27, 2022

Further proof: findings from an April 2022 survey by TELUS International found that nearly 60% of consumers said they would rather sit in a traffic jam than have a poor customer experience. How can companies be more customer-centric, and what sorts of tools and technologies can aid them along the way?

Chief Customer Officer 52

Chief Customer Officer Customer advocacy Engineering Technical Support 52

NobelBiz

NOVEMBER 20, 2023

Welcome to the definitive guide on setting up a Virtual Phone System (VPS) – your ticket to seamless, efficient, and customer-centric communication. Provide them with resources and support for a seamless transition. In an era defined by digital communication, mastering the art of business calls is non-negotiable.

Interactive Voice Response 103

Interactive Voice Response voip contact center solutions Contact Center 103

JustCall

APRIL 3, 2023

Training and education: Customer success teams also provide training and education to customers to help them get the most out of the product or service. This includes providing resources such as user guides, tutorials, and webinars. <H2>Must-Have What Does a Great Customer Success Strategy Look Like?

Upselling 52

Upselling Metrics Best practices Customer centricity 52

Nicereply

FEBRUARY 2, 2024

Excellent customer service is crucial to the success of an organization. A Salesforce survey found that 94% of customers are more likely to purchase again because of positive customer service. Current customer experience : The customer journey map for your business and key areas of improvement.

Education 59

Education Accountability Customer retention Journey mapping 59

ChurnZero

MARCH 20, 2020

Applied to Customer Success talent, it translates to possessing skills that aren’t too technical, nor too service-oriented, but rather a happy medium. They must be fluent in all company functions to facilitate and fortify the customer experience. Upcoming Webinar: Unpacking the Power of the Executive Business Review.

Customer centricity 52

Customer centricity SaaS Finance Scripts 52

ChurnZero

JANUARY 10, 2020

“Customers’ expectations for exceptional service are changing faster than ever, so it was critical to add to the Talkdesk management team a strong CCO who can provide a thorough customer perspective in executive decisions,” said Tiago Paiva, CEO, Talkdesk. Upcoming Webinar: How to Streamline Onboarding to Reduce Churn.

Chief Customer Officer 52

Chief Customer Officer SaaS Customer retention Engineering 52

Fonolo

APRIL 16, 2019

If you’ve had your eyes on the Fonolo blog for the past nine years, you know that in that time we have dedicated ourselves to bringing you news and views of all kinds that impact the customer service and contact center spaces. My first experience with call-back technology was via Amazon’s Customer Support.

Call Center 108

Call Center Contact Center Engineering Construction 108

JivoChat

APRIL 8, 2021

In doing so, companies take a customer-centric approach that leads to a more personalized buyer journey. Ultimately, customer engagement tools help foster a stronger bond between companies and customers, enhancing the buyer experience and the company’s performance and service levels. Customer surveys.

Sales 52

Sales Chatbots Brand ambassadors Surveys 52

NobelBiz

DECEMBER 19, 2021

Invest in contact center technologies Consumers today are aware of their rights and will contact customer support if they are displeased. This necessitates the internal propagation of customer culture and the sensitization of all teams. This is the heart of being a customer-centric contact center.

Abandon rate 52

Abandon rate Contact Center Abandon Call Wait times 52

SmartKarrot

MARCH 21, 2023

By creating and implementing Objectives and Key Results (OKRs), leading the Customer Success division, and assembling, developing, and leading a world-class team. Promote an organization-wide customer-centric mentality to represent the voice of the consumer and influence internal stakeholders.

Consulting 19

Consulting Consulting SaaS Benchmark 19

Fonolo

APRIL 25, 2019

These customer service gestures made lasting impressions not only on the customer, but also on the customer’s perception of the brand, forever. How to Reduce Contact Center Costs AND Improve Customer Service. VPs & Directors of Contact Channel Performance. Speakers: Kaarina Kvaavik , co-CEO, Language I/O.

Customer Service 104

Customer Service Airlines Contact Center Accountability 104

C3Centricity

SEPTEMBER 24, 2017

Not because I was speaking about customer centricity as a disruptor, but because it was an all-female group. They even turned away one gentleman who was interested in hearing me speak about adopting a customer-first strategy!). If you would like to know more about it sign up for our free webinar ). transparency.

Technology 48

Technology Transportation Entertainment Customer centricity 48

SmartKarrot

OCTOBER 13, 2023

In today’s hyper-competitive business environment, customer acquisition is only half the battle. Retaining those customers for the long haul is equally, if not more, essential. Considering this, here are five crucial strategies every customer retention playbook should include: 1.

Customer retention 10

Customer retention Customer centricity Education Feedback 10

Fonolo

APRIL 24, 2019

How to Reduce Contact Center Costs AND Improve Customer Service. Kaarina is co-CEO of Language I/O, a developer of software that allows customer support agents to provide multilingual customer support in any language, across any channel, integrating with all major CRMs.

Contact Center 78

Contact Center Technology Customer Service Call Center 78

ChurnZero

NOVEMBER 30, 2021

This can be more difficult than it sounds, especially with the recent evolution of Customer Success. With its intersection and overlap with departments and roles like Account Management and Customer Support, the ideal and desired Customer Success skills can seem murky and ambiguous. .

Finance 52

Finance Scripts Engineering Metrics 52

ClientSuccess

OCTOBER 26, 2020

In today’s ever-changing corporate landscape, modern SaaS organizations are asked to be a lot of things: employee-centric, focused on new business, and profitable against goals – just to name a few. One characteristic that is often overlooked (or left out completely) is being customer-centric. Is your company customer-centric?

Customer centricity 71

Customer centricity SaaS Finance Best practices 71

Talkdesk

JANUARY 12, 2018

In fact, a customer’s experience with support can make or break a company’s chance at repeat business: three out of every five Americans would try a new brand or company for a better service experience. You need a next-generation solution that incorporates context from a customer’s other interactions.

Contact Center 40

Contact Center CRM Interactive Voice Response Cloud contact 40

Talkdesk

JANUARY 12, 2018

In fact, a customer’s experience with support can make or break a company’s chance at repeat business: three out of every five Americans would try a new brand or company for a better service experience. You need a next-generation solution that incorporates context from a customer’s other interactions.

Contact Center 40

Contact Center CRM Interactive Voice Response Cloud contact 40

NobelBiz

FEBRUARY 14, 2023

To provide top-notch customer support, contact centers need to have an exhaustive and comprehensive customer perspective. Thus, the need of a 360-degree customer viewpoint. This will help ensure that the data is being used effectively and that the customer experience is being improved.

Contact Center 52

Contact Center CRM Journey mapping Government 52

SmartKarrot

MAY 4, 2022

They can also include benefits in the software tto ensure it meets customer expectations and is consistently performing. How can Product Teams and Customer Success Teams Empower Each other and improve customer Journey? The end goal of any customer-centric business is to ensure customer success.

Management 19

Management Customer retention Upselling B2B 19

Beyond Philosophy

JULY 4, 2016

It is also impacting financial service cultures, as it forces banks to shift from a largely product-centric perspective to a customer-centric one. Others, recognizing the brand equity and perceived value signals this sends, have gone in a more customer-centric direction with branches.

Banking 225

Banking Customer centricity Big data Finance 225

SmartKarrot

APRIL 30, 2021

Sustain long-term vision of continued organizational growth by developing a Customer Service team that demonstrates itself as an enabler for sales growth. Captures and analyzes trends through customer feedback to develop proactive measures to improve customer experience. Feed into the overall customer experience (i.e

Best practices 10

Best practices Customer centricity Feedback Education 10

Enghouse Interactive

FEBRUARY 18, 2021

This blog will provide an overview of the key findings from the recent Enghouse Interactive and Metrigy webinar and show where these insights should be applied in your organization to improve the customer experience (CX) and to drive operational efficiencies. . Microsoft Teams is the UC/CC combination of choice. They own the desktop.

Contact Center 56

Contact Center Analytics Self service Finance 56

Kayako

JANUARY 25, 2019

Customer experience expert Jeanne Bliss joined us for a webinar where she spoke with us about her new book ‘Would You Do That to Your Mother’, and how businesses can provide customer service that would quite literally “make mom proud!”. Webinar: What we covered. As customers, we want our lives to be improved.

Chief Customer Officer 49

Chief Customer Officer Airlines Customer Service Personalization 49

SmartKarrot

MAY 28, 2021

It is calculated by the CES Index which measures value by asking customers to vote how easy it was to work or be associated with you. Ensuring customer success will mean that the entire company should be tuned to be customer centric. This type of a mindset shift will cause customer retention and long-term relationships.

SaaS 10

SaaS Education Customer retention Upselling 10

ChurnZero

FEBRUARY 25, 2022

By investing in Customer Success from the start, startups can build loyal and engaged customers who ultimately become brand advocates. Jennifer Chiang author of “The Startup’s Guide to Customer Success,” joined us to share how Customer Success can help you as you scale your startup. Customer Success around the web.

Metrics 96

Metrics Sales Customer centricity Customer Experience 96

ChurnZero

MARCH 17, 2022

As a follow-up to our well-attended webinar on “ The startup’s guide to Customer Success ” with Jennifer Chiang (the author of the book by the same name), we wanted to get more of our audience’s questions answered. You can find the initial Q&A recap from the webinar here.

Metrics 97

Metrics Calibration Accountability Customer Experience 97