Tue.Aug 02, 2022

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The Unique Role of CSMs

Totango

The role of a Customer Success Manager (CSM) is always important but it is especially critical during an economic downturn. As a CSM, you know your customers better than anyone. It’s your responsibility to know their goals, to understand how they use your product, and to know what they value most. So, during periods of economic uncertainty when your company’s current customer base is your greatest (or only) source of revenue growth, your knowledge and expertise becomes critical.

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What Does Customer-Centricity Even Mean?

TeamSupport

Like people, a lot of businesses like to think that by saying that they have certain traits, then they automatically have those certain traits. Take being customer-centric , for example. Just because a business declares that they are customer-centric and therefore always put their customers first, does that make it true? Not so much, no. As stated above, being truly customer-centric requires always putting customers at the center of the business.

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Client Spotlight: How AnswerConnect Helped McGraw Realtors Expand

AnswerConnect

I sat down to talk to Chris Swift, Director of Operations, at McGraw Realtors about why he chose to partner with AnswerConnect. The post Client Spotlight: How AnswerConnect Helped McGraw Realtors Expand appeared first on AnswerConnect Blog.

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What Does Customer-Centricity Even Mean?

TeamSupport

Like people, a lot of businesses like to think that by saying that they have certain traits, then they automatically have those certain traits. Take being customer-centric , for example. Just because a business declares that they are customer-centric and therefore always put their customers first, does that make it true? Not so much, no. As stated above, being truly customer-centric requires always putting customers at the center of the business.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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Why it’s essential to have an integrated strategy for AI in radiology

Nuance

Nearly every patient story starts with an image. In fact, 80% of all hospital and health system visits include at least one diagnostic imaging study. Prompt, accurate imaging results are essential for determining appropriate care pathways, and any delay can have a dramatic impact on patient outcomes. Diagnostic imaging is integral to most healthcare journeys.

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Customer Service Mistakes and How to Avoid Them

Helpware

Today’s competitive market offers consumers a plethora of options. With many companies offering identical products, the one area that can distinguish a brand from its competitors is exceptional customer service. Customers who have the option of purchasing the same product at the same price from two different stores will inevitably opt for the one which offers them better service.

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How Netflix’s “Stranger Things” experiment helped to beat subscriber estimates

Maru Group

By Maru Entertainment & Technology | August 2, 2022. Ever since reporting an overall subscriber decline for the first time in ten years—a 210k fall— in April, the streaming giant’s fortunes radically changed. The streaming giant predicted much worse fortunes for the second quarter. In their Q1 shareholder letter , a forecast of 2 million subscribers lost was made.

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Reimagining CX For the Metaverse Economy

Concentrix

Discover what you need to know about the metaverse and how to navigate, identify, and design new online worlds for customers. The post Reimagining CX For the Metaverse Economy appeared first on Concentrix.

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Improving Enterprise Network Access to the Cloud with SLAs Using Amazon-Peered BGP

ConvergeOne

When forming a hybrid cloud to consume cloud-hosted services, secure and reliable network connectivity is an obvious requirement. While VPN is a great way to get started for private PaaS/IaaS, it is still at the mercy of the dynamic and vulnerable nature of the enterprise internet service provider’s Public Internet BGP routing exchanges. This can lead to the occasional sub-optimal routing, with latency and jitter impacting the services the enterprise is consuming.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

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Reimagining CX For the Metaverse Economy

Concentrix

Here's what you need to know about the metaverse and our unique approach to helping companies navigate the metaverse economy. The post Reimagining CX For the Metaverse Economy appeared first on Concentrix.

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Will AI Replace Contact Center Agents? 

Balto

Five years ago, experts predicted that artificial intelligence (AI) would replace up to 30% of the global human workforce by 2030. They claimed the shift would be reminiscent of the Industrial Revolution, when societies replaced manual labor with machinery better suited for the job. Well, the organizations that adopted AI over the past half-decade have weighed in… and it turns out their headcount is actually on the rise.

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New Guest Post for NICE - Call Deflection and Agent Experience

Jon Arnold

My latest guest post for NICE has now been published, and it’s running here on their blog page. The focus is on call deflection, and how it’s more than just service automation. There are richer benefits to be had, not just for making customer experience better, but agent experience as well. Hope you find it a good read, and more posts will be coming soon.

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6 Guiding Principles for Conducting a Killer Executive Business Review (EBR)

Education Services Group

At a certain point, you’ve onboarded your customer, they’re up and running, and they’re using your product regularly. It’s time to sit back, relax, and pat yourself on the back for a job well done. LOL. In your dreams! Of course, as your customers move through the many phases of the customer journey, Customer Success Managers (CSMs) regularly connect with them to see how things are going.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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Using a Support Ticket Systems How to Take Control of the Customer Journey

LiveVox

Most people would be surprised to learn that the cost of retaining one customer is far less than that of acquiring a new one. One study estimates that number to be 6 to 7 times less expensive. Using a support ticket system is an excellent way to gain a much-needed advantage in your customer journey planning. […]. The post Using a Support Ticket Systems How to Take Control of the Customer Journey appeared first on Livevox.

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5 Call Center Technologies That Reduce Call Abandonment Rates

NobelBiz

Call abandonment is a phenomenon that call centers do everything they can to avoid. Customers frequently contact the service department when they are displeased with a brand's product or service. They are obviously unhappy and are not in the mood to discuss. Discover 5 Technologies that reduce Call Abandonment Rates. The post 5 Call Center Technologies That Reduce Call Abandonment Rates appeared first on NobelBiz®.

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Webinar Recap: Creating a Community Strategy

inSided

In a recent webinar with Commsor VP of Services, Erik Martin and inSided VP of Marketing, Remco de Vries, we discussed some important factors you want to consider when creating your community strategy. Here’s Erik’s biggest takeaways on how to approach content creation, finding advocates, internal support, and KPIs. Want to see the webinar in full? Click here to watch it on-demand. ??

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How AgriWebb Uses Data Analytics to Drive Efficiency for Farmers

aircall

We all know the importance of using data to make strategic decisions. But Aircall customer AgriWebb took it to the next level to create a lasting impact for farmers—while doubling their outbound call volume in the process. . In our Customer Story, we spoke to Josh Collins, AgriWebb’s Head of Customer Success, to gain a deeper understanding of what problems they wanted to solve, why they chose Aircall, and the results they saw after making the switch. .

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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Optimize Business Operations By inbound call center outsourcing

Blueship Call Center

Any company that needs to interact with consumers must have a call center. Customers frequently go there when they need assistance very away, and it may be a crucial outbound sales channel. But establishing and maintaining a call center involves several resources, the price of which can quickly mount. One of the best methods for businesses to swiftly increase production, efficiency, and revenues is outsourcing to a call center.

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Amazing Business Radio: Per Sjöfors

ShepHyken

The Price Whisperer. The Relationship Between Value, Customer Experience, and Price . Shep Hyken interviews Per Sjöfors, aka “The Price Whisperer,” Co-founder of Sjöfors & Partners and author of The Price Whisperer – A Holist Approach to Pricing Power. He shares how companies can use pricing to drive higher growth, sales volume, and profits by providing a great customer experience.

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Aug 02 – Customer Success Jobs

SmartKarrot

Role: Vice President of Customer Success Location: Richmond, VA, US (On-site) Organization: ProspectBlue As a Vice President of Customer Success, you will be a key member of the leadership team, reporting to the President. Lead the Member Success department, including Member Support, Member Experience, and Member Training. Driving Member outcomes, product adoption, and Member experience.

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5 Call Center Technologies That Reduce Call Abandonment Rates

NobelBiz

Call abandonment is a phenomenon that call centers do everything they can to avoid. Customers frequently contact the service department when they are displeased with a brand’s product or service. They are obviously unhappy and are not in the mood to discuss. Despite the fact that there are other ways to contact customer support, people prefer the phone.

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Customer Experience Management: Optimizing Your Strategy for Financial Success

Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts

In the world of business, connecting the dots from experience to financial impact is an essential skill. Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. To gain buy-in from the C-Suite and key stakeholders, it’s crucial to illustrate how Experience Management translates into clear, measurable business results.

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What Is Mixpanel Integration? How Do I Integrate with Mixpanel?

SmartKarrot

Digital marketers and B2B SaaS organizations both value engagement metrics. You can fine-tune your users’ experience to ensure they get the most out of your software by using engagement analytics. Users that spend time on your app or website are likely to find value in it. . Highly engaged users will buy from you, come back, and recommend your product to others.

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