November, 2013

article thumbnail

The Good Stuff on Customer Success you should be Reading

Amity

Customer support and customer service have been around for decades. These were the necessary evils of the traditional sector – the old-model reactive break/fix cost center – to resolve problems resulting from breaks and service interruptions. The misconception with SaaS is that there is no longer a need for a team of this nature in today’s organization.

article thumbnail

Dreamforce Spotlight: Social Customer Care

Chad Schaeffer

Throughout the Dreamforce conference Nov. 18-21st in San Francisco there will be certain themes commanding a lot of attention. One of those themes is Social Customer Care. I’m fortunate enough to be helping facilitate a session on that very topic Monday, November 18th at 12pm PST at the Westin St. Francis called Social Customer Service – The Basic Building Blocks.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Three Tips for Keeping Agents Engaged During the Holiday Season

TASKE Technology

Many organizations are heading into one of the busiest seasonal peaks of the year. This timeframe–including Thanksgiving Day, Black Friday, Cyber Monday, Super Saturday, and the entire Christmas holiday shopping season–is an opportunity for your business to gain new customers and retain existing ones through excellent customer service. Let’s look at an example of what’s happened over the past couple of years.

article thumbnail

Video Surveillance: More is Good, But Smarter is Better

Customer Interactions

'A recent poll indicates that New Yorkers support the increased use of security cameras throughout the city. This begs the question: Is having more cameras better? While having more cameras is certainly a good start, using smarter video surveillance is an even better approach. So how can cities achieve this? Add intelligence to video with analytics By themselves, video cameras don’t see anything; they provide a mechanism for human eyes to detect what’s going on.

article thumbnail

Reimagine Your Communications With A Unified Platform

Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

article thumbnail

A Dozen Ways to Cultivate Customer Relationships (eCornell)

Brad Cleveland Blog

The principles behind building profitable customer relationships will never go out of style. From the days of the corner store to today’s most agile multichannel enterprises, these 12 principles remain the backbone of cultivating successful relationships. Read this and other articles on Cornell University’s new eCornell site, which “connects the University’s top schools and the industry’s most innovative experts.

More Trending

article thumbnail

How Customer Success will Succeed

Amity

The customer success cat is out of the bag. There can be no doubt about the direct correlation between customer success and the long-term success of SaaS companies. There are calculations and strategies , analyst research , reports and findings , and numerous compelling blog posts – enough supporting evidence to motivate even the most skeptical C-suite.

SaaS 60
article thumbnail

Customers are an Investment

Amity

Technically speaking when a customer subscribes to your service, they perform the initial investment. They are investing in your service because it meets a need, solves a pain, gets a job done, or all of the above. On the surface, their investment is monetary in nature – monthly recurring revenue. But a customer’s investment in your service goes beyond a monthly financial transaction.

SaaS 48
article thumbnail

The new ABCs of SaaS

Amity

A powerful insight into improving trial conversion struck me while I was watching the great PBS series Mr Selfridge recently. It stars Jeremy Pivin as Harry Selfridge, the founder of London’s famous Selfridges department store. As his vision and strategy came to life, it slowly became clear to me that Selfridge’s was designed to be a perpetual conversion machine.

SaaS 48
article thumbnail

How Amity Can Help With SaaS CAC Efficiency Cranks

Amity

Reducing customer acquisition cost (CAC) is critical to the success of any SaaS business. A recent blog post by Lincoln Murphy, The SaaS Myth and Misguided Optimization , introduced the concept of SaaS CAC Efficiency – in a nutshell, it’s not so much a metric but a new SaaS CAC point of view. Optimizing CAC is not just about paying less for a customer it’s about shortening the payback period.

SaaS 48
article thumbnail

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.

article thumbnail

There is an “I” in Team

Amity

There are actually 5-I’s in your customer success team. You can build your team around them, share them with other departments in your organization and even improve upon them – they are that good. So what are the 5-I’s and how did I become part of TEAM? Interaction. Interaction occurs within a team, across departments, with competitors, with partners and most importantly between customers and prospects.

SaaS 48
article thumbnail

What Really Happens with a Manual Process

Amity

What Really Happens with a Manual Process. Hooray! Four qualified and enthusiastic customer success managers have been recruited. The VP is well aware of the business goals – reduce churn, grow the lifetime value of every customer, and maybe even improving conversions sits with this organization. So you start by assigning a list of customer accounts to each customer success manager.

SaaS 48
article thumbnail

How Do I Find Chad at Dreamforce?

Chad Schaeffer

Next week November 18th-21st, Dreamforce, the largest software conference in the world, along with our amazing customers and partners take over the city of San Francisco. And I’m excited to be a part of it! Marissa Mayer from Yahoo and Sheryl Sandberg from Facebook are both keynoting this year’s conference. I can’t wait to use their insights on women leading technology companies and share them with my little Sophia Rose.

article thumbnail

Engaging Conversation at the first Customer Success Meetup

Amity

The Southern Ontario Customer Success Meetup group was officially launched to great success last night. Over 30 customer success practitioners and SaaS executives convened to hear Paul Philp share Lessons Learned in Customer Success. The presentation included insights collected from over 150 interviews with leading SaaS companies. Even before the presentation began attendees started sharing the challenges they face in their customer success roles and organizations.

SaaS 48
article thumbnail

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!

article thumbnail

The SaaS Industry Needs a Customer Relationship Revolution!

Amity

You will not have to worry about a dove in your bedroom, a tiger in your tank, or the giant in your toilet bowl. The revolution will put you in the driver’s seat. – Gil Scott-Heron, The Revolution Will Not Be Televised. In the late 1950s, as the construction of his first theme park neared completion, Walt Disney was asked what excited him most about Disneyland.

SaaS 48
article thumbnail

Mobile Apps take Incident Reporting to the Next Level

Customer Interactions

'As the use of smartphones and other mobile devices becomes more prevalent, we’ve grown accustomed to ‘capturing [and sharing] the moment’ on these devices using various apps like Instagram, WhatsApp, and Twitter. Think about spotting a celebrity or passing a witty billboard – we instinctively reach for our phones to share this information with others.

article thumbnail

Hybrid Solutions Signal Shift in Physical Security Market

Customer Interactions

'Nothing raises my ire more than paying the monthly cable TV bill. Considering the few kids channels we use, the occasional sports game, nature channel show, or daily news, it always seems that I’m paying for way more than I need. When I question my cable company about it, the answer is always the same: “Why don’t you just pick from one of our great packages?

article thumbnail

New Technology Puts Mobile Video Surveillance in the Fast Lane

Customer Interactions

'The American Public Transportation Association (APTA) pegs annual bus ridership in the U.S. and Canada at around 5.4 billion. It goes without saying that transit agencies strive to keep passengers safe and secure, but with large fleets to manage and millions of annual riders things can and do go wrong. That’s why onboard video surveillance is so essential.

article thumbnail

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.

article thumbnail

A Dozen Ways to Cultivate Customer Relationships (eCornell)

Brad Cleveland Blog

The principles behind building profitable customer relationships will never go out of style. From the days of the corner store to today’s most agile multichannel enterprises, these 12 principles remain the backbone of cultivating successful relationships. Read this and other articles on Cornell University’s new eCornell site, which “connects the University’s top schools and the industry’s most innovative experts.

article thumbnail

The Value Call Centers Create

Brad Cleveland Blog

article thumbnail

The Value Call Centers Create

Brad Cleveland Blog

article thumbnail

Customer Service Accessibility

Brad Cleveland Blog

article thumbnail

ABM Success Recipe: Mastering the Crawl, Walk, Run Approach

Shifting to an account-based marketing (ABM) strategy can be both exciting and challenging. Well-implemented ABM motions build engagement with high-value accounts and drive impactful campaigns that resonate with your audience. But where do you begin, and how do you progress from crawling to running? Watch now as Demand Gen experts delve into the essentials of each stage of the ABM process.

article thumbnail

Customer Service Accessibility

Brad Cleveland Blog

article thumbnail

Reports Must Tell the Truth

Brad Cleveland Blog

article thumbnail

Reports Must Tell the Truth

Brad Cleveland Blog

article thumbnail

Do You Hire for Skills or Affinity for Service?

Brad Cleveland Blog

article thumbnail

The Rise of the AI Coaching System: Powering the Empathic Enterprise

Contact center leaders understand that frontline agents need in-call guidance to manage complex calls and drive higher levels of employee and customer experience. Real-time agent assist technology is enabling leading contact centers to accomplish these goals.

article thumbnail

Do You Hire for Skills or Affinity for Service?

Brad Cleveland Blog

article thumbnail

My Passion for Customer Service

Brad Cleveland Blog

article thumbnail

My Passion for Customer Service

Brad Cleveland Blog