CSM Practice

MARCH 18, 2019

There has been a considerable rise in the volume of Customer Success Manager jobs in the marketplace, CSM’s are becoming an integral part of extraordinary client experience. Problem is, role in CSM is relatively new and finding the right candidate for the job can certainly frustrate the hiring manager. Tip 1: Productivity.

Customer Success 49

Customer Success Tips Management Customers 49

Customer Bliss

AUGUST 30, 2021

Her mother and late father’s guidance were responsible for so much of who she would become, and of her success. Find & Hire People Who Align With Your Company Values. For Nooyi, those letters of thanks came naturally—a result of hiring leaders who share company values. Daily Huddle: Is Hiring Your Most Important Decision?

Case Study 310

Case Study Hotels Travel Company 310

InMoment XI

JULY 18, 2022

In our last blog about creating an excellent food service customer experience (CX), we talked about how vital customer reviews are to growing your business (and how your customer experience plays a pivotal role in making sure your reviews are positive). . How Five Different Departments Can Leverage Customer Feedback in Food Services Brands.

Feedback 492

Feedback Culture eBook Training 492

Gainsight

APRIL 16, 2019

In January, as a result of a merger, I started to search for a customer success leadership position. However, that may not be an option, and this post focuses on how to be hired into a new company. However, that may not be an option, and this post focuses on how to be hired into a new company. Title confusion.

Customer Success 40

Customer Success How To Leadership Customers 40

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. and outline your approach to new hire training. What percentage of new hires graduate from training to production?

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

ShepHyken

MAY 10, 2019

Instead of hiring a full-time customer support staff and giving overtime pay during peak seasons, businesses can just collaborate with an outsourcing company. Instead of hiring in-house employees adept in multiple languages that incur larger compensation along the way, you can rely on your international partners to support global clients.

Resources 110

Resources Customers Groups Customer Service 110

BlueOcean

OCTOBER 4, 2023

You’ll want to ask about labor markets, hiring timelines, retention stats and more. Other Approaches to Bilingual Customer Care Support But, as the title of this blog implies, a live agent model might not be the best option for all of your language requirements. There are, of course, pros and cons to this option.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

CX Accelerator

NOVEMBER 11, 2022

Having a good project manager will increase the likelihood of that initiative’s success. It is therefore crucial for every CX department to have a good grasp of change management principles in order to be successful. The first person we would hire would be the Head of CX. Back To CX Accelerator Blog

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

ChurnZero

DECEMBER 29, 2020

Top 10 Blog Posts from 2020. Customer Success Operations 101: Drive Productivity with Purpose, People, and Process. As Customer Success teams continue to mature, and their need to automate grows, having their own operations roles will become increasingly essential and prevalent. Rethinking the Quarterly Business Review (QBR).

Conference 98

Conference Chief Customer Officer Customer Success Software 98

One Millimeter Mindset

SEPTEMBER 27, 2018

These third quarter zinger blog posts focus on how “what we do” impacts the customers we serve. Instead, these third quarter zinger blog posts concentrate on the value of YOU. Some days are more successful than others. A Hopscotch Client Retention Strategy will not boost Customer Success. Subscribe to my blog.

Customer Retention 70

Customer Retention B2C B2B Innovation 70

ShepHyken

OCTOBER 25, 2019

Who you hire, then how you lead them. So what should we look for in a new hire? Start some questions with “tell me about a time that you…” the idea is to prompt your candidate to talk about their successes and failures and get a gauge on how empathic they are. Make sure you are positioning yourself for success!

Call Center 76

Call Center Leadership Contact Center e-support 76

Amity

NOVEMBER 14, 2016

Congratulations, you’re ready to hire a Customer Success Manager (CSM)! Many industry experts say it is never too soon to hire for customer success. In today’s blog, you’ll learn: - The top traits and skills to look for when hiring a Customer Success Manager. No pressure, right?

Customer Success 48

Customer Success Management Culture Communication 48

ShepHyken

JANUARY 4, 2019

This week we feature an article by Anand Srinivasan who writes about how important it is to have a properly trained customer service team to ensure business success. – Shep Hyken. In other words, the success of a business is directly impacted by how well the customer service team is trained.

Customer Service Training 80

Customer Service Training Training Customer Service How To 80

ShepHyken

MARCH 8, 2019

When asked about it, the owner explained one of the secrets to their success. Because any home improvement project I’ve ever hired for inevitably runs over budget on both time and money. Read Shep’s latest Forbes article: Ritz-Carlton Founder Reveals Secrets For Success. You read that correctly. A simple solution to this issue?

Consulting 110

Consulting Customers Customer Service Course 110

Gainsight

NOVEMBER 20, 2019

In the spirit of “Staying Thirsty” we’ve compiled this list of books, blogs, Slack communities, and podcasts for product-obsessed people that want to develop themselves in and out of the office. Blogs for Product Managers. Blogs for Product Managers. Start with this: The Four Key Hurdles to Successful Product Launches.

Resources 80

Resources Management Conference Groups 80

One Millimeter Mindset

DECEMBER 12, 2018

Those of you who read my blog know that I work with organizations and associations like yours, who want to leverage a more profitable workforce to retain the customers and membership you work so hard to win. When pondering how to sustain your organization, moving forward, consider the content in this customer retention blog review.

Customer Retention 63

Customer Retention Consulting Customers Sales 63

ShepHyken

NOVEMBER 9, 2018

Developing and maintaining a successful enterprise in today’s demanding business landscape is no easy task. In nearly every organization, the customer service department is the life force that drives the success of the company, and maintaining that integrity is vital. Customer Service.

Company 96

Company CRM e-support Resources 96

Customer Bliss

MARCH 23, 2022

Hiring is frenzied with nearly 11.3 This document, which has been shared over 13 million times, states that Netflix intends to thrive—by only hiring courageous employees. For Netflix that means only hiring people who are grounded and self-sufficient, and who thrive with the responsibility that comes with freedom.

Case Study 139

Case Study Culture Study Company 139

LiveChat

JANUARY 3, 2019

It was a good year for the LiveChat blog. Our blog was visited every month by over 100k visitors , who spend 8 minutes on each page on average. Let me proudly present a list of 12 killer posts we’ve published this year on LiveChat Blog. How we reached 100,000 unique views a month on LiveChat blog.

Case Study 59

Case Study Chatbots Study Tips 59

NICE inContact

APRIL 1, 2019

Successful call center agents are trained to pinpoint customer needs and resolve their pain points. Most call center agents aren’t hired to sell your products and services. For additional ways to motivate your call center agents, check out this blog on 10 Ways to Increase Employee Motivation in Your Contact Center .

Call Center 192

Call Center Tips Contact Center Training 192

Steve DiGioia

MAY 1, 2023

This includes hiring and training staff to deliver the desired level of service, developing and implementing customer service protocols and procedures, and investing in customer relationship management systems to track and manage customer interactions. This can lead to stagnation and ultimately harm the business.

Loyalty Programs 162

Loyalty Programs Social Media Loyalty Innovation 162

Totango

MARCH 15, 2022

Efforts to scale customer success team activity often fall short because of failure to avoid common mistakes. In this blog, we’ll show you how to scale customer success team pursuits without slipping into some of the most common pitfalls. Mistake #1: Making the Wrong Staffing Decisions. Mistake #3: Using the Wrong Technology.

Customer Success 95

Customer Success Customer Journeys Resources Technology 95

Comm100

SEPTEMBER 12, 2023

Set clear goals : Define what success looks like. This might mean hiring more admissions counselors, investing in marketing campaigns, or developing new student support services. Monitor and adjust : Continuously track the success of your strategies. Which programs are most popular? Remember, SEM is a holistic approach.

Management 156

Management Financial Resources Strategy 156

ShepHyken

NOVEMBER 15, 2019

Further, when you want customizable features such as artificial intelligence applications (see below), you don’t have to buy expensive enterprise tools or hire the technical experts required to use them. Nogol Tardugno is the Director of Customer Success at Plum Voice.

Self Service 95

Self Service Customer Experience Contact Center Interaction 95

ShepHyken

MARCH 23, 2018

What professional skill is highly overlooked, underrated, often treated as an afterthought, yet is as vital as fuel for any vehicle on a company’s road to success? As CEOs and companies prepare to tackle some of the top concerns for this year, only the most successful will prioritize communication as part of their plans.

Communication 82

Communication Leadership Airlines Social Media 82

Wootric

DECEMBER 21, 2018

Customer Success Operations Manager: Does Your Team Need One? To smoothly scale up, Customer Success Operations provides tactical support to CSMs, ensuring that the right processes get optimized to improve their KPIs and their efficiency. Is it time for you to hire one?

Net Promoter Score 56

Net Promoter Score Effort Score NPS e-support 56

kommunicate

NOVEMBER 22, 2021

Provide human-like customer service to your customer without needing to hire any human being. The post How Chatbot Contributes to the Startup Success appeared first on Kommunicate Blog. But, providing customer support services to your customers is a challenge in itself. This is where chatbots come into play.

Chatbots 98

Chatbots Marketing Customer Service Customers 98

NICE inContact

SEPTEMBER 30, 2019

Hiring remote workers can be a competitive advantage for companies, especially contact centers. Here we will debunk the top three most common myths about hiring a remote workforce and discover the reality below. Reality: Hiring a remote workforce is a wise financial decision for almost any company.

Contact Center 136

Contact Center Gamification Call Center Competitive Advantage 136

ShepHyken

JUNE 17, 2016

This week on our Friends on Friday guest blog post my colleague, Ian Landsman writes about the importance of training and preparing customer service representatives to interact with customers. Pay Attention When Hiring. These are critical hires. Shep Hyken. Brainstorming better ways to say “no” to a customer complaint.

Training 48

Training Customer Service Customer Service Representative Customer Service Training 48

Comm100

OCTOBER 10, 2022

In this blog, we’ll look at some of the best chatbot examples across industries, revealing how organizations are using automation and the benefits each brings. The chatbot proved to be a great success for Tangerine, and in December 2019, 84% of chats routed to the chatbot were resolved without agent intervention. Offering 24/7 support.

Chatbots 202

Chatbots Self Service Examples Industry 202

Helpt

FEBRUARY 27, 2024

We’re going to start this blog post with a heavy dose of nerdy: place yourself back to when you played your last Japanese roleplaying game or Dungeons and Dragons. But we nerds know that even the most optimized character sheet can't guarantee success. Here are some ways you can identify potential leadership qualities in your team.

Leadership 98

Leadership Culture Communication Exercises 98

ShepHyken

JANUARY 6, 2017

This week on our Friends on Friday guest blog post my colleague, Vince Jeffs, examines the hot topic of artificial intelligence (AI) and it’s impact on the customer experience. Successful companies rarely destroy jobs. Myth #3: I need to hire a gaggle of Data Scientists. Shep Hyken.

Customer Experience 86

Customer Experience Telecommunications Fashion Technology 86

Steve DiGioia

JULY 10, 2023

Employers invest significant time, energy, and resources into training new hires, only to see them leave shortly after. When employees feel like their employer is invested in their success, they’re more likely to feel satisfied and fulfilled in their work, which can lead to higher levels of motivation and productivity.

Training 130

Training Resources Course Loyalty 130

Vanilla Forums

JULY 21, 2020

According to the State of DevRel 2019 , the biggest challenges in developer relations fall into four main themes: Hiring and Scaling. This blog will discuss these challenges and how to address them. However, before we dive in, note that this blog is a chapter from our eBook, How to Build and Scale a Successful Developer Community.

eBook 91

eBook How To Measurement Strategy 91

BirdEye

FEBRUARY 28, 2023

Having a social media presence is crucial for success in today’s market. Social media has become a primary way for people to discover and purchase new products, which means hiring a dedicated social media manager can seriously benefit your business. This blog post will explore the benefits of hiring a social media professional.

Social Media 98

Social Media Management Analytics Strategy 98

ShepHyken

MARCH 15, 2019

Implementing automation software that takes care of scheduling repairs on its own, as well as hiring experienced team members dedicated to FM, can free store managers from in-the-weeds facilities work and give them back the time and resources they need to give customers the best possible service.

Customer Service 75

Customer Service Management Retail e-support 75

Horizon CX

JUNE 2, 2020

This starts during the hiring process. So, placing extra emphasis on hiring the right people in the first place is key ensuring your strategy is a success. So, placing extra emphasis on hiring the right people in the first place is key ensuring your strategy is a success.

Leadership 130

Leadership Culture Strategy Customer Experience Professionals 130