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I produce many forms of thought leadership, including guest posts on blog sites, often for vendors in our space. MORE
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Today’s customers have high expectations, and in SaaS, selling never really ends. B2B buying cycles are long and complex and a whopping 77% of buyers f eel like the process is very complicated and time-consuming. Customer Success MORE
To create a thoughtful customer survey, you need to decide what to measure, the sending method, and your survey audience. Even after careful consideration during the survey creation process, you notice your survey response rate is lower than expected. What could be causing this? MORE
Vincent Manlapaz, in an interview with Nimesh Mathur talks about the evolving role of Customer Success as a competitive differentiator and why companies have started to look at it as a growth engine. MORE
Digital transformation accelerated in many companies over the past year. Physical customer interactions have been reduced to almost 0. Companies increasingly have to service their customers via digital channels. As a service company, this can be challenging. MORE
Is it really 2021? Did we successfully make it through 2020 and the years ahead of that? Most importantly, have things changed over the realm of time, or are they extant? MORE
I’m sure you would agree with me on the fact that customer success is the most important resource to help maintain customer trust in your business. And if given a chance, you’d like to be always with your customers, make them feel that you’re part of their team 24X7. MORE
Date: Friday, January 22, 2021 Author: Pauline Ashenden - Demand Generation Manager 4 areas to focus on for successful CX in 2021. Published on: January 22, 2021. MORE
In the past couple of years while working with large financial institutions and educational institutions we have learned a lot about customer service. When we started we saw customer service as a process to answer customer queries. MORE
New requirements from the CFPB, published in October 2020 and December 2020, are designed to address concerns about debt collection communications. These rules apply to calling customers, but now for the first time ever, the CFPB has also issued rules around email and SMS. MORE
This week, ViiBE co-founder and CEO Marc Prempain was pleased to participate in a live Q&A with Zendesk Startup Centra l where he discussed how ViiBE’s web technology has revolutionized remote assistance, and where industry trends are leading this technology. MORE
How can I secure my VoIP system? What are my call center’s internal and external threats? How can we better protect our customer’s personally identifiable information or PII? What data laws does my call center need to comply with? MORE
This week we feature an article from Tanya Bansal , Marketing Executive at Ameyo. Sh e shares best practices supervisors can use for monitoring call center agents in a work-from-home scenario. MORE
Customer expectations are continually rising – and what is important to consumers is also changing rapidly. For example, thanks to the pandemic use of digital channels such as email, chat and social media has increased dramatically, changing the channel balance of customer service operations. Understanding what customers want – and delivering it successfully – is therefore vital to businesses. MORE
So, you signed up for a Customer Success gig and now your boss wants you to upsell? And expand? And have all those price increase conversations? But I didn’t want a job in sales!”. MORE
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