Amity

NOVEMBER 14, 2013

That’s when it’s back to the lab again, He better go capture the moment, And hope it don’t pass him by. Lose Yourself , Eminem. Competitive Advantage isn’t Sustainable. Power has shifted from vendors to customers. Using everyday digital technology, customers have ready access to information, people and resources. These empowered customers have higher expectations and lower loyalty than just a few years ago.

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Enterprise Technology Management Marketing 73

Chad Schaeffer

NOVEMBER 14, 2013

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.

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Customer Care CRM Metrics Marketing 48

TASKE Technology

NOVEMBER 14, 2013

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.

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Call Center Sales Customer Service Marketing 40

Customer Interactions

NOVEMBER 14, 2013

'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.

Analytics 30

Analytics Technology Management Marketing 30

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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.

Amity

NOVEMBER 13, 2013

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.

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SaaS Sales Marketing Accountability 60

Brad Cleveland Blog

NOVEMBER 15, 2013

Call Center 20

Call Center Contact Center Customer Service Management 20

Amity

NOVEMBER 15, 2013

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

SaaS Accountability Sales Management 48

Amity

NOVEMBER 13, 2013

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.

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SaaS Technology 48

Amity

NOVEMBER 11, 2013

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

SaaS Entertainment Construction CRM 48

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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Brad Cleveland Blog

NOVEMBER 15, 2013

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Call Center Contact Center Customer Service Management 20