Kayako

DECEMBER 22, 2016

Customer support best describes teams dedicated to supporting customers with products and services that need ongoing technical support. But customer service takes a comprehensive view of your customer interactions. And they outsource the traditional model of in-house IT support.

Customer Support 103

Customer Support Customer Service SaaS Technical Support 103

Lumoa

JANUARY 19, 2023

Whether your company is using the Balanced Scorecard , OKRs (Objectives and Key Results), SMART , or simple KPIs , this will help you align the work of your future customer experience department to goals everyone in the company cares about. And it will make it easier to build strong relationships and a strong culture of customer centricity.

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

TechSee

JANUARY 25, 2023

Most field service departments operate in a highly competitive and customer-centric marketplace. His passion for cross-functional collaboration and introducing new technologies helps to simplify service and improve customer experience. link] Jim Robinson, Research Director Jim Robinson is a Research Director at Gartner.

Automotive 41

Automotive Management Enterprise B2B 41

SmartKarrot

MARCH 8, 2022

A highly celebrated, award-winning, successful Customer Success Strategist, Anita Toth describes herself as a churn-crusher whose primary focus is to decrease the attrition rate of businesses. Anita leads a team that dives into the customer insights of B2B SaaS clients and extracts actionable information from it. Annette Franz.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

CSM Practice

JULY 6, 2020

88% of companies recommend that their employees work from home to reduce the spread of Coronavirus, and more than 90% of B2B sales have switched to a virtual sales model, which can provide a lot of opportunities and challenges for sales and customer success teams. The Shift to Remote Work. Why Expansion Selling Matters Now.

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Practice

JULY 6, 2020

88% of companies recommend that their employees work from home to reduce the spread of Coronavirus, and more than 90% of B2B sales have switched to a virtual sales model, which can provide a lot of opportunities and challenges for sales and customer success teams. The Shift to Remote Work. Why Expansion Selling Matters Now.

SaaS 71

SaaS Upselling Accountability Sales 71

SmartKarrot

FEBRUARY 17, 2021

Role: VP Customer Success Location: Fremont, CA, US Organization: Privacera As a VP of Success Manager, you will be responsible for leading, expanding, and mentoring the Customer Success teams through strategy and Objectives and Key Results along with hiring, coaching, and developing a world-class team.

Enterprise 10

Enterprise Technical Support Finance Upselling 10

Amity

JANUARY 30, 2019

A core pillar in most organizations is technical support and it’s important to evaluate what model is best for your organization. If your solution is complex to implement and more difficult to use then a customer facing architect or engineer role may be right for your organization.

Education 61

Education Engineering B2C Technical Support 61

ProProfs Blog

APRIL 27, 2020

. #1: Show Commitment to Your Customers. Having a customer service strategy should be in the DNA of any business enterprise. The focal point should be on development towards a more customer-centric organization with the leadership driving the objectives through strategic, goal-oriented decisions.

Customer Service 152

Customer Service Technical Support Self service Customer centricity 152

SmartKarrot

MARCH 14, 2022

Serve as your clients’ advocate internally by liaising with senior company leaders including sales, marketing, product, engineering, and support. Drive customer advocacy in the form of case studies, testimonials, and referrals. Foster and drive a culture of customer-centricity across the company.

Customer advocacy 3

Customer advocacy Enterprise Technical Support Government 3

TechSee

JANUARY 24, 2019

Innovative ways to provide customers with immediate assistance, guidance and support lies at the heart of every customer-centric organization. Once the issue is identified, the agent can visually guide the customer through the steps, leading to better customer experience and higher resolution rate.

Call flow 141

Call flow Technical Support Sales APIs 141

Netomi

JANUARY 5, 2022

LinkedIn: Augie Ray – Vice President Analyst – Customer Experience for CX and Marketing Leaders – Gartner. Our favorite content from Augie : The COVID-19 Dilemma: Remaining Customer-Centric When Customers Expect Incompatible Pandemic Rules. 20 Ways to Empathize With Stressed Out Customers.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

RichCall

SEPTEMBER 13, 2017

Sheila McGee-Smith , an enterprise communications industry analyst. Dave Michaels , founder of TalkingPointz, covering enterprise communications and IoT. Blake Morgan , Customer Experience Futurist and the host of the Modern Customer Podcast. @Kate Leggett , VP and Principal Analyst at Forrester. Dave Michaels.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Netomi

FEBRUARY 28, 2022

Dione Hedgpeth – Chief Customer Officer, Sumo Logic. Dione has more than 25 years of experience in enterprise IT, ranging from start-ups to high growth public companies. It’s not the entirety of my team that’s now Customer Love, it’s the people who are the technical support agents.”. Connect with Cynthia.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

Anexa BPO

NOVEMBER 10, 2023

Enterprise-wide collaboration creates an inclusive culture, with everyone impacting change in their specific roles. Partnering with an established CX leadership company like Anexa can help you to develop a well-rounded skill set across all critical functions, including marketing, sales, promotion, technical support, and customer service.

Technical Support 52

Technical Support Customer centricity Enterprise Marketing 52

TechSee

DECEMBER 5, 2017

According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. This customer-centric focus has resulted in 72% of businesses reporting that their top priority is improving the customer experience, according to Forrester.

Contact Center 116

Contact Center Technology Self service Call Center 116

Comm100

FEBRUARY 7, 2018

More than anyone, enterprises can come out affected by whether or not a software provider has inflexible contract negotiation practices. According to Gartner , one of the downfalls of both Salesforce and Oracle is that customers have given the companies “comparatively low scores for contract negotiations and pricing flexibility.”

CRM 42

CRM Enterprise Multichannel SaaS 42