Clarivate

MAY 31, 2023

A glance at the 2022 top selling drugs for the biggest pharma companies reveals how dependent many large pharmas are on a small basket of products – most acquired through partnerships or acquisitions – that are nearing loss of exclusivity. Bristol Myers Squibb’s top three products are all the fruits of acquisition.

Healthcare 52

Healthcare Innovation Analytics Resources 52

ClientSuccess

NOVEMBER 2, 2022

Bridging the gap between customers and a product team is critical, from managing customer implementations to ongoing account maintenance. What about product usage rates? Still, CSMs can go above and beyond to keep customers excited and looking forward to expanding their relationships with products. Are NPS scores taking a dip?

Customer Retention 70

Customer Retention Tips Effort Score Customer Satisfaction 70

Lumoa

JUNE 2, 2022

There is no doubt that customer feedback is one of the most valuable resources that companies have available. When used properly, reviews and other types of feedback allow enterprises to develop engaging marketing campaigns , design better products, and make strategic decisions based on what customers expect from their products and services.

Feedback 208

Feedback How To Ecommerce Touchpoint 208

ChurnZero

AUGUST 25, 2021

The Net Promoter Score meaning is really how loyal your customers are to your company and your product. If a customer is only satisfied with a product, that doesn’t mean they’ll necessarily recommend it to someone else. Think about it: both types of customers are vocal and passionate consumers of your product.

NPS 98

NPS Net Promoter Score Customer Journeys Customer Satisfaction 98

CSM Magazine

JULY 10, 2023

Using BigChange our engineers automatically receive job sheets which are completed, using the mobile app, whilst on-site and are instantly available for the back-office team to access,” he continued. This was time consuming, labour intensive, and had the potential to introduce errors into our systems.

Customer Relationship Management 52

Customer Relationship Management CRM System Innovation 52

ChurnZero

FEBRUARY 15, 2024

Organize your content strategy into a community content calendar using a project management tool like Monday.com , or even a simple spreadsheet like Excel or Google Sheets. Instead, store them as a go-to resource for when you’re mapping out your content schedule. Here are the lessons I’ve learned. 2: Make a direct request.

Tips 52

Tips Analytics Engagement Strategy 52

Comm100

NOVEMBER 10, 2020

But here’s the good news: you don’t have to ask your R&D team to invest time, money, and engineering resources to develop your own live chat solution. White labeling is not a new concept – it has been a production mainstay in many industries for decades. It’s taken Comm100 more than a decade to perfect its live chat solution.

eBook 130

eBook Automotive Software Healthcare 130

Kapta Customer Success

MARCH 11, 2019

In the early days of Key Account Management, it was hard to find useful information online that wasn’t just regurgitated sales speak, but in 2019, there are hundreds of resources available with a few clicks that can really change the way that you approach KAM for the rest of your career. Jermaine Edwards. Sales Mastery. Who did I miss?

Resources 53

Resources Training Management Consulting 53

CSM Magazine

JUNE 9, 2023

Specialising in the installation and maintenance of automatic gates, barriers and bollards, ASE Autogate has reduced its reliance on resource and time intensive paperwork by 50 per cent using BigChange. ASE Autogate has equipped its field engineers with mobile devices live-linked to a BigChange job management system.

CRM 52

CRM Customer Relationship Management Resources System 52

BirdEye

APRIL 4, 2023

A well-crafted budget aids in resource allocation, investments, and future planning for your business. The next step is to estimate the expected sales volume across various product lines or services the company offers. A business budget outlines your income and regular expenses like payroll, rent, and inventory.

Financial 98

Financial Resources Sales Insurance 98

Lithium

DECEMBER 10, 2019

Below we share three of these trends — to learn more read the full trend sheet. Interestingly, if two products have similar ratings, consumers are more likely to buy the product with more reviews. One helpful tip is to make sure you’ve created an expanded staffing/resource plan for social media volume spikes.

Trends 52

Trends Customer Engagement Engagement Gamification 52

Blake Morgan

OCTOBER 13, 2022

With a recession looming, companies are making drastic moves to stem the tide—laying off employees, restructuring, and removing products. As much as customers examine their bills during tough economic times, business leaders also review their ledger sheets. The key is proving that value to leaders. Evolving CX for a Recession.

Customer Experience 59

Customer Experience Contact Center Self Service Customer Centricity 59

TechSee

SEPTEMBER 29, 2020

To improve AHT , develop a robust knowledge base and use cheat sheets that explain specific handling protocols to ensure faster resolutions. Make sure all your contact center agents have sufficient knowledge, training and resources to adequately address customers’ needs. Enhance new hire training with clear workflows.

Call Center 196

Call Center Self Service Strategy Contact Center 196

NetBase

MAY 22, 2020

The timeline view in the Quid product shows us that the conversation surrounding restaurants has spiked significantly during the pandemic. And having a strong balance sheet to support RBI’s efforts helps as well, of course. It Starts & Ends with a Strong Balance Sheet. Restaurant revenue has slowed to a trickle.

Resources 56

Resources Industry Brands Trends 56

CSM Magazine

JANUARY 10, 2023

Offering a complete repair, restore and resurface solution for any type of surface, Prymo has dramatically increased productivity in the office by eliminating paperwork and introducing automated workflows. Less problems means a happier team with a better mindset and this means a more productive workforce.”

Customer Relationship Management 52

Customer Relationship Management CRM System Innovation 52

Ecrion

MAY 20, 2020

It’s the resource you need to usher in a new era for your enterprise. These might be your invoices, onboarding documents, sales receipts, pricing sheets, and more. If you’re asking employees to fill these in every time by hand the need arises, consider how much productivity that wastes.

Infographics 59

Infographics Sales Software Resources 59

SmartKarrot

JULY 29, 2021

If you have been striving to level up your product experience knowledge and are hammed for time, you are on the right page. Staying on top of industry trends, and expanding your horizons on some of the best product experience resources will not be any easier than this. Product Experience Books. Product Experience Books.

Resources 10

Resources Conference Course Groups 10

ChurnZero

JULY 8, 2022

The partner’s firm had already issued me the term sheet a few weeks prior. You can demonstrate an amazing product, have an expert executive team and show a top-tier growth trajectory, but without reasonable NRR, you will summarily get disqualified from funding consideration. Create customer cohorts based on value.

Metrics 98

Metrics Customer Retention Course Customer Success 98

West Monroe

MAY 17, 2023

trillion in annual revenue being diverted from traditional financial services companies, legacy organizations need to remain competitive and innovative in the digital marketplace—and in the face of changing customer expectations where digital products and experiences are increasingly coveted. With upwards of $4.7

Banking 52

Banking Technology Innovation Roadmap 52

BirdEye

APRIL 3, 2023

They can help you clarify the scope of your business, activity, and resources required to get set up and maintain operations. It’s also important when seeking funding because your plan should clearly show how you plan to use investor resources to grow and scale your business. Product and services description 7.

Examples 52

Examples How To Financial Analysis 52

Kayako

MARCH 21, 2018

With just Slack and my onboarding materials to work with, I spent the first five months at the job walking on wobbly legs as I gradually built my product knowledge and adopted team processes. When I had to face the queue, I couldn’t always get an immediate answer if I had questions about a customer’s issue or a product feature.

Customer Service Training 140

Customer Service Training Video Training Customer Service 140

Blake Morgan

OCTOBER 13, 2022

With a recession looming, companies are making drastic moves to stem the tide—laying off employees, restructuring, and removing products. As much as customers examine their bills during tough economic times, business leaders also review their ledger sheets. The key is proving that value to leaders. Evolving CX for a Recession.

Customer Experience 49

Customer Experience Contact Center Self Service Customer Centricity 49

ShepHyken

DECEMBER 7, 2023

The average office worker goes through about 10,000 sheets of paper per year, and almost half of this paper ends up in the trash, contributing to environmental harm. Instead of just pushing new products, they encourage customers to repair their existing clothing. Rounding out this less-than-rosy picture is paper waste.

Call Center 58

Call Center e-support Travel Customer Satisfaction 58

ChurnZero

AUGUST 25, 2021

The Net Promoter Score meaning is really how loyal your customers are to your company and your product. If a customer is only satisfied with a product, that doesn’t mean they’ll necessarily recommend it to someone else. Think about it: both types of customers are vocal and passionate consumers of your product.

NPS 52

NPS Net Promoter Score Customer Journeys Customer Satisfaction 52

delighted

MARCH 23, 2021

When you retain customers at a high rate, you don’t have to expend nearly as many resources on marketing, sales, customer training (depending on the industry), and all of the other onboarding costs. If so, you’re probably thinking about what it takes to go from a below-average retention rate to a healthy rate that benefits your balance sheet.

Customer Retention 116

Customer Retention Strategy Net Promoter Score NPS 116

Lithium

DECEMBER 10, 2019

Below we share three of these trends — to learn more read the full trend sheet. Interestingly, if two products have similar ratings, consumers are more likely to buy the product with more reviews. One helpful tip is to make sure you’ve created an expanded staffing/resource plan for social media volume spikes.

Trends 40

Trends Customer Engagement Engagement Gamification 40

SurveyGizmo

OCTOBER 21, 2020

Start-ups and established companies are testing concepts for home delivery and subscription options of their products. Companies are capitalizing on in-home staples like sheets and pillows becoming a luxury indulgence that wasn’t as important a year ago. We’ve seen new alcoholic (and a few non-alcoholic) drinks being evaluated.

Survey 97

Survey Healthcare Consulting Course 97

Natalie Petouhof

AUGUST 15, 2022

Valoir’s State of Digital Transformation study published in Fall 2021 found that the biggest challenges for successful digital transformation were not budgets or resources, but departmental politics and lack of executive leadership. Original Article by Valoir Incorporated. Don’t expect EBCV to show up next to EBITDA anytime soon.

Leadership 52

Leadership Customer Experience Contact Center Metrics 52

BirdEye

FEBRUARY 4, 2021

If you’ve ever stared down an Excel sheet filled with thousands of rows of customer feedback and felt overwhelmed, you’re not alone. Traditional methods of analyzing that amount of data requires a great deal of time and resources, which isn’t sustainable. Do your ingredients make your product unique?

Analysis 64

Analysis Multi-Channel Wait Times Feedback 64

ChurnZero

AUGUST 6, 2021

With a slew of (mostly) free online resources available to develop your Customer Success skillset, learning a new field has never been easier and more accessible. Take advantage of all the trainings and educational resources that are at your fingertips. Take Charge of Your Professional Development. Customer Success Podcasts.

Customer Success 98

Customer Success Course Competitive Advantage Resources 98

SurveySensum

APRIL 1, 2024

Through strategic efforts that range from forming authentic connections with clients to aligning products with consumer values, startups can position themselves as credible alternatives to the tried-and-tested giants of their industries. When it comes to consistency in product and service delivery, establishing clear standards is key.

Brands 52

Brands Case Study Social Media Feedback 52

Customer Bliss

JANUARY 14, 2016

For Adobe’s business I’ve always been a strong advocate regarding Adobe’s customers being more than numbers on a page, metrics of revenue bookings, or dollars on a balance sheet. Human Resources, it could be establishing a hiring profile. He has led customer success at Adobe since 2007.

Connections 100

Connections Exercises Customers Metrics 100

Customer Bliss

JANUARY 14, 2016

For Adobe’s business I’ve always been a strong advocate regarding Adobe’s customers being more than numbers on a page, metrics of revenue bookings, or dollars on a balance sheet. Human Resources, it could be establishing a hiring profile. He has led customer success at Adobe since 2007.

Connections 100

Connections Exercises Customers Metrics 100

West Monroe

JANUARY 24, 2023

Faced with tumbling stock prices, constricted debt markets, and tighter revenue streams, public software companies are struggling to right their lopsided balance sheets—and for the first time in a decade are looking beyond growth for growth’s sake and instead toward long-term financial stability.

Company 52

Company Software Strategy Leadership 52

Customer Guru

NOVEMBER 13, 2018

This is so because he believes that the product and the experience have added value to him. Strangely, a customer could be loyal even if the product is not the best in the market. Further, because they are willing to spend more, cross-selling and up-selling to such customers requires less effort and resources.

Loyalty 117

Loyalty Net Promoter Score Effort Score Metrics 117

SurveySparrow

MAY 31, 2023

Product Details Clearly list the product or service being offered, including descriptions, variants, and pricing options. Quantity Selection Allow customers to choose the quantity of the selected product. Numerous online resources and e-commerce platforms offer customizable templates suitable for various business models.

Sales 52

Sales Abandon Rate Customer Satisfaction Policies 52

West Monroe

MAY 17, 2023

trillion in annual revenue being diverted from traditional financial services companies, legacy organizations need to remain competitive and innovative in the digital marketplace—and in the face of changing customer expectations where digital products and experiences are increasingly coveted. With upwards of $4.7

Banking 40

Banking Technology Innovation Roadmap 40