Totango

NOVEMBER 27, 2023

“Customer success is driving value to customers. Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango. However, a customer’s health score is constantly shifting.

Enterprise 104

Enterprise Best practices Marketing Sales 104

Education Services Group

FEBRUARY 26, 2023

Customer Success leaders have a lot in common with rockstars. We are energetic about our work. It involves informing and educating people across your organization about your vision for Customer Success and what it can do for the business. We’re all excellent storytellers. We do well in front of crowds (i.e.,

Education 97

Education Sales Management Marketing 97

Global Response

MARCH 26, 2024

Deciding to partner with a business processing outsourcing (BPO) vendor is a strategic move for companies of all sizes. Today, we’ll explore BPO vendor management and how you can establish a successful and long-lasting partnership. It streamlines processes, saves money, and improves the overall quality of customer service.

Best practices 62

Best practices Management outsourcing Business Process Outsourcing 62

ShepHyken

OCTOBER 27, 2023

This week, we feature an article by Srushti Shah, Head of Product Marketing for Middleware. She writes about how flexible workspaces revolutionize work, enhancing customer experiences through cost savings, increased productivity, and a dynamic, collaborative environment.

Customer Experience 144

Customer Experience Feedback Customer centricity CRM 144

ShepHyken

SEPTEMBER 20, 2019

Forming this team is a unique process for each business, and making the right decisions on who to include is vital for working together efficiently. Customer Success / Account Management – Outside of support, this team interacts with customers the most frequently.

B2B 270

B2B Customer Support CRM B2C 270

NobelBiz

FEBRUARY 27, 2024

Achieving these goals requires a special balance between the human touch and technological innovation. Together, these tools provide a comprehensive overview of call center operations, empowering managers to optimize performance continuously. Curtail Operational Expenses : Cost-effectiveness is crucial.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Beyond Philosophy

JULY 31, 2017

Over the past few months, I’ve noticed that “storytelling” has become a hot marketing buzzword. There’s a growing crop of programs that teach you to tell stories in your own business. In my business, I use stories to convey messages that will help an organization improve its Customer Experience. Good vs evil. In the U.S.,

Entertainment 313

Entertainment Coaching Consulting Consulting 313

Outsource Consultants

MAY 8, 2024

With over 600,000 call center professionals and a ranking as the fourth-largest BPO market in Latin America, Colombia continues to be a rising star in the world of outsourcing. Here’s what makes it a goldmine for businesses: A Booming Industry: The call center and BPO industry in Colombia is experiencing explosive growth.

outsourcing 67

outsourcing Call Center Education Consulting 67

CSM Practice

JANUARY 19, 2021

Organizations are made up of various divisions and industries that work hand in hand to accomplish one objective. No organization succeeds in having departments work independently from one another. No organization succeeds in having departments work independently from one another. Why do the two teams need to work together?

Marketing 90

Marketing Customer centricity Accountability Customer Experience 90

Callminer

APRIL 21, 2020

To find out what leadership activities today’s call center leaders find most valuable, we reached out to a panel of call center managers and business leaders and asked them to answer this question: “What are your favorite call center leadership activities?”. Meet Our Panel of Call Center Managers & Business Leaders: Adeel Shabir.

Call Center 182

Call Center Management Scripts Coaching 182

Call Center Weekly

FEBRUARY 8, 2018

By Wendy Weinert There are many important departments that make up a well-oiled business machine. They need to operate similar to the human body, where hands, feet, mouth and mind all work towards a common goal. In this scenario, that goal is the customer. None, however are more or less valuable than the other.

Marketing 149

Marketing Customer Service Advertising Education 149

TechSee

MARCH 11, 2024

Simply put, Conversational AI enables businesses to harness innovations like Generative AI to automate or augment customer interactions. A wide variety of solutions providers are available on the market, with differing levels of expertise and depth versus breadth. Conversational AI for CX holds incredible potential.

Chatbots 124

Chatbots Enterprise Scripts Virtual Agent 124

Totango

SEPTEMBER 13, 2022

Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes. A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. Then we’ll consider the benefits of using success playbooks. What Is a Customer Success Playbook?

SaaS 87

SaaS Upselling Best practices Customer retention 87

JustCall

JUNE 28, 2022

In this pandemic economy, more businesses are now left asking “how to build an SDR team that performs optimally” So, how do you do it? The business world has proven to be volatile and disruptive. Looking back just a few years ago, who could have imagined that remote work would become this popular?

Sales 98

Sales CRM Accountability Scripts 98

Andrew Mcfarland

SEPTEMBER 23, 2022

The roles of marketing and business development executives often overlap in many ways. They also gain deep intelligence about emerging markets, identify new target prospects, and understand the competition. A good relationship helps your business grow. Many of the same skills and behaviors are needed for both roles.

Marketing 48

Marketing Education Sales CRM 48

ChurnZero

JULY 7, 2020

What makes a successful business? Most people would say a great product or an aggressive marketing and sales strategy. Even though this is partly true, the reality is that happy customers make successful businesses. The Difference Between Customer Support and Customer Success Teams.

Customer Support 90

Customer Support Education Customer retention Feedback 90

JivoChat

AUGUST 10, 2023

Then you can’t afford to ignore the power of an ecommerce affiliate marketing strategy. From generating brand awareness to converting leads, affiliate marketing can help ecommerce businesses scale their sales generation efforts without sacrificing company resources. What is affiliate marketing? Ready to learn more?

Sales 75

Sales Marketing SaaS Construction 75

Lumoa

MAY 5, 2022

Most people understand the importance of creating great customer experiences —nevertheless, many struggle with the complexity of working holistically and long-term with a Customer Experience strategy. Customer Experience (CX) is far more than traditional customer service and marketing. In This Article: What is Customer Experience?

Customer Experience 110

Customer Experience Consulting Consulting B2C 110

ChurnZero

APRIL 12, 2022

Would your business benefit from appointing a chief customer officer ? We’ll help you answer the most common questions to determine whether you need a CCO to attain your goals. They often provide unifying leadership to different areas of your business that are involved in customer contact. What does a CCO do?

Chief Customer Officer 98

Chief Customer Officer Customer centricity SaaS Sales 98

CustomerSuccessBox

JUNE 10, 2022

It leads to doing excess work, wasting more time, and spending more. This is why cross functional communication is important in any SaaS business. ?What What is cross functional communication? “The communication between two operational teams in working towards a common outcome is called cross-functional communication.”

Sales 52

Sales SaaS Personalization Marketing 52

Fonolo

JUNE 8, 2021

Do your agents seem tired, frustrated, or fed up with work? Call centers have a reputation for being difficult places to work, especially for front-line agents. A poor work culture inevitably has a direct impact on your customer experience ? Working as an agent can often be exhausting and discouraging.

Call Center 133

Call Center Morale Contact Center Technology 133

ChurnZero

DECEMBER 2, 2021

12 Key Takeaways from ChurnZero’s BIG RYG Virtual Customer Success Conference. It’s a wrap on ChurnZero’s 2021 BIG RYG Virtual – our online Customer Success conference. An acronym for Red, Yellow and Green, RYG represents the common indicators of customer health. The Customer Success tech stack is misunderstood.

Customer advocacy 98

Customer advocacy SaaS Chief Customer Officer Sales 98

Global Response

SEPTEMBER 11, 2023

Our team has been in the business a long time (40+ years, to be exact!), Here’s what to do—and what not to do—to find a call center provider that can offer you a long and successful partnership. They’re a great choice for companies who need to do telemarketing, surveying, or market research.

Call Center 62

Call Center outsourcing Telemarketing Bilingual agents 62

360Connext

MARCH 1, 2022

They are often assigned a CX leadership role without much more than a vague job description and audacious goals like “move the needle” on customer loyalty and “create a superior customer journey for every customer, every time.” Customer experience is a business discipline. CX is a winning business strategy.

Customer Experience 72

Customer Experience Government Sales Customer centricity 72

ProProfs Blog

DECEMBER 23, 2020

Well, market research firms such as Claritas use these to divide customers into different segments. Once you know how your customers are and what makes them tick, you can plan your marketing and sales strategies better. They become more targeted once you identify different customer segments your business caters to.

Marketing 131

Marketing Accountability Feedback Customer Support 131

Quality Contact Solutions

OCTOBER 22, 2021

When you need inbound call handling services to help support your business, where do you turn, what do you look for? Finding the best inbound call handling services company to work with can feel overwhelming; we get it!! To partner with an outsourced services company successfully, collaboration is a must!

outsourcing 98

outsourcing Call Center Technical Support Analytics 98

ProProfs Blog

JULY 18, 2019

Have you personalized your marketing strategy? I started to notice more and more personalized campaigns a few years ago, and back then personalization was a kind of a revolution in the marketing industry. So, marketing ideas that were based on personalization made me think: why have I not thought of this before?

Personalization 92

Personalization Marketing Real estate Surveys 92

Comm100

JULY 4, 2023

On the other hand, chatbots improve team efficiency by automating common and time-consuming queries, increasing agent capacity and fueling scale. But there’s one problem – how to choose a chatbot platform that will serve your goals. Some will do all the work for you, while others will hand you the keys so you can do it yourself.

Chatbots 52

Chatbots Wait times Analytics Personalization 52

ChurnZero

JANUARY 25, 2024

How will customer success jobs, and the skills they require, evolve in 2024? With technology advancing and customer expectations rising, customer success has become an essential force driving business growth and customer loyalty within the SaaS industry.

Education 52

Education Upselling Consulting Consulting 52

JustCall

JANUARY 17, 2023

‘Omnichannel’ and ‘multichannel’ are more than just fancy words – they’re powerful approaches that can help businesses to take their marketing strategies to the next level. An omnichannel marketing approach is done through the computer, store sales, or mobile apps. What is Multichannel?

Multichannel 52

Multichannel Advertising Customer centricity Sales 52

Nicereply

MARCH 10, 2021

90% of Americans use customer service as a factor in deciding whether or not to do business with a company. Beyond business goals, think about selecting a partner that understands the importance of customer support and has experience and expertise in your industry. Pricing and Integration. Pay time up-front.

outsourcing 98

outsourcing Customer Support Automotive B2C 98

Education Services Group

FEBRUARY 2, 2022

So, it shouldn’t come as a surprise to any of us in the Customer Success world that revenue is kind of a big deal to a business. And let’s be real here – especially to those on the financial side of the business. We already know that customer retention has a positive financial impact on the business.

Finance 52

Finance Metrics Customer retention Engineering 52

Select VoiceCom Blog

MAY 10, 2023

In recent years, outsourcing has become a business strategy for scaling operations while managing expenses. According to a Deloitte study, 52% of executives outsource business functions. COVID-19 accelerated the shift of ecommerce businesses in Australia from offline to online sales, with an estimated market value of A$91.5

outsourcing 52

outsourcing Advertising Enterprise Marketing 52

Lumoa

JUNE 30, 2022

And that’s why CX is an area of business that’s often underappreciated, undervalued, and overlooked. Maybe they don’t get included in product decisions or informed when new marketing campaigns are run. Over time, you can work to make that data more comprehensive and trustworthy. How do we talk about the value of what we do?

Customer Experience 110

Customer Experience Metrics Feedback B2B 110

ChurnZero

MAY 20, 2021

When you build a Customer Success organization from the ground up, it’s easy to get caught in the trap of doing the wrong things well. To figure out where you should begin on your growth and scaling journey, it’s helpful to first orient yourself with where you stand using a Customer Success maturity model. Traits: Product-market fit.

Chief Customer Officer 90

Chief Customer Officer Accountability Journey mapping Customer advocacy 90

JivoChat

AUGUST 10, 2023

You can put all your time and effort into the hustle of bustle of the world of business, networking and growth, but you will only find success with one key thing: excellent customer service. So, if one of the main focuses of your business is to have great customer service, then you are on the path to great things in the business world.

Customer Service 75

Customer Service Chatbots Morale Feedback 75

Peter Lavers

FEBRUARY 24, 2015

In fact many business strategies that I’ve seen, which seek to pepper their presentation with customer language, if you look closer are really channel strategies or product strategies – reflecting the current silos in that business. How can customer insight help achieve the goals of the business strategy?

Best practices 162

Best practices Marketing Benchmark Feedback 162