Playvox

JANUARY 11, 2024

Managing forecasting, scheduling, and agent productivity in a call center is a lot like searching for the fountain of youth. While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM). What is Workforce Management for Call Centers?

Call Center 52

Call Center Management Contact Center Omni-Channel 52

ClientSuccess

JANUARY 19, 2021

Whether you’re using a generic CRM tool or a customer success-specific solution to manage your customer interactions, it’s helpful to map out exactly how your platform will impact each stage of the customer journey. eBook: Top CS Executives Predict Trends. What is the customer journey? Webinar: Creating an Onboarding Program.

Customer Journeys 69

Customer Journeys Customer Success How To eBook 69

ClientSuccess

OCTOBER 25, 2022

As the role of a Customer Success Manager has become more and more essential to the ongoing growth and success of both customers and overall organizations, the ongoing responsibilities of CSMs have also evolved. eBook: CSM from the Trenches: Implementing Customer Success. Toolkit: Customer Journey Toolkit.

How To 74

How To eBook Tips Resources 74

Playvox

JANUARY 5, 2022

While working from anywhere has its advantages, it also means leaders have the extra challenge of managing contact center agents in multiple locations. Working differently means that leaders must also think expansively about the agent experience and how to keep teams engaged. What is Agent Experience?

Contact Center 72

Contact Center How To Fashion Gamification 72

Gainsight

JANUARY 4, 2021

We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Customer Success Team Management. Customer Success Leadership. Churn and Risk Management. Managing Customer Relationships. How To Do a Quick Customer Success Platform Launch. Customer Experience.

Resources 111

Resources Customer Success eBook Multi-Channel 111

PeopleMetrics

JULY 27, 2016

If you’ve been reading our blog, you know by now that customer experience management is an exercise in perspectives. And sales reps have to forecast all of those outcomes internally: first to a manager, who rolls it up to a supervisor, who rolls it up to another supervisor, who submits it to a VP, who shares it with leadership.

Customer Experience Management 48

Customer Experience Management Sales Customer Experience Management 48

ClientSuccess

APRIL 28, 2021

While the sales handoff, implementation, and onboarding stages of a customer relationship are all very hands on and require a significant amount of communication, the ongoing maintenance, management, and growth stages can be a little trickier. . How to avoid getting ghosted by customers. Toolkit: Customer Onboarding Toolkit.

How To 64

How To eBook Metrics Customer relationships 64

Playvox

FEBRUARY 13, 2024

As a contact center leader, the top agents you hire, train, and manage are the clutch players. Your Leadership Matters Gallup research has found development to be a key driver of employee engagement, starting with the manager or team leader. Job training doesn’t have to come only from managers or human resources trainers.

Contact Center 88

Contact Center Gamification Measurement Training 88

ClientSuccess

SEPTEMBER 3, 2020

In this post, I’ll address the most frequent question I’m asked by customer success leaders—what is the best compensation plan for Customer Success Managers (CSMs)? Compensation Plans for Customer Success Managers (CSMs). How to Transition Comp Plans. Here is a little more details on how to approach setting it up.

Customer Success 111

Customer Success Management NPS Sales 111

Gainsight

NOVEMBER 20, 2019

To truly excel in product management, you need to have a respect for design, an understanding of countless processes, a passion for problem-solving, excellent communication skills—the list goes on and on. Books for Product Managers. Blogs for Product Managers. Slack Groups for Product Managers. Books for Product Managers.

Resources 80

Resources Management Conference Groups 80

Kayako

AUGUST 22, 2019

Anyone who has visited our website and signed up for our blog, newsletter or eBooks has received announcements on what’s new, feature updates, and what we have in the pipeline for the future. An excellent way to onboard trial users is to provide them information on how to succeed within their trial through onboarding emails.

Customer Experience 141

Customer Experience How To Comparison Effort Score 141

C3Centricity

JULY 20, 2020

Although I love quotes, especially about how to succeed, I love success even more. Now whereas I do advise people today on how to find more happiness in their lives (See my new website on intuitive coaching at Finding-Your-Happy.com ), I want to address here the many current and possibly future failures in business.

Innovation 194

Innovation Leadership How To Marketing 194

SurveySparrow

OCTOBER 19, 2021

How to Write a Self-Evaluation: One Year Ahead. #1. Example: Several missed targets helped me identify my time management struggles. This step helps you demonstrate your ability to hold yourself accountable and seek a solution – two traits that signal leadership material. You got this. Take your time. Track your progress.

How To 52

How To Course eBook Examples 52

ClientSuccess

SEPTEMBER 30, 2020

For SaaS companies, a Customer Advisory Board (CAB) can become a group of trusted influencers as you build industry thought leadership and relationships. But given the benefits, a board of these customers can be very demanding on your time and energy – so is it worth creating and managing it?

How To 75

How To Net Promoter Score Groups eBook 75

Gainsight

APRIL 21, 2022

Every year Gainsight loves to give our customers and community the best of what we have for resources, including events, webinars, articles, ebooks, and more. It All Starts with Leadership Alignment. How To Score Customer Health. Forrester Report: The Business Case for Customer Success Management. Here’s How to Find Out.

Resources 52

Resources Customer Success Chief Customer Officer eBook 52

Beyond Philosophy

JANUARY 23, 2015

Celebrating the launch of this new eBook, I am hosting a LIVE webinar focusing on what it takes to evoke the best emotions from your Customer Experience and the vital role of the conscious and subconscious experience with real-world examples. All attendees will receive a discount code for 50% off the eBook.

How To 60

How To CEM eBook Study 60

ClientSuccess

JULY 1, 2021

This year has been nothing short of a rollercoaster from having to manage customers in a fully remote capacity to deal with multiple instances of unexpected churn. Skill #3: Relationship Management . it is often surprising how many CSMs fall into the position as a next step or fall back in their careers. Skill #5: Empathy .

How To 52

How To eBook Sales Communication 52

Gainsight

SEPTEMBER 22, 2023

Here’s how to win more business with digital customer education —and how it can help you stand out from the crowd in the increasingly complex business world. Thought Leadership Think of any well-established company. Thought leadership can help raise your company’s profile and increase brand—and product—awareness.

Competitive Advantage 52

Competitive Advantage Leadership NPS Sales 52

Gainsight

DECEMBER 15, 2023

Why CS Needs to Learn How to Speak CFO For years, we’ve been talking about your CS team being trusted advisors to your customers and doing the important work of helping them be more successful. Tip 1: Learn the Revenue Love Language CS orgs are now at the executive leadership table and in the boardroom.

Tips 52

Tips Leadership Sales Training 52

SurveyGizmo

NOVEMBER 5, 2021

Please download our CX Predictions for 2022 ebook for our full report. Sales departments tend to operate using a customer relationship management (CRM) tool like Salesforce (SFDC) and, by 2022, have likely already integrated with other data sets like Jira or Salesloft. Learning How To Share Customer Data. CX Lags Behind.

Data 98

Data Net Promoter Score NPS Effort Score 98

ClientSuccess

JANUARY 5, 2022

Let the new CSM know about the change once you’ve determined this on a leadership level. Advise the new resource to go through your internal project management systems, review all documents and contracts, and even Google the customer to learn more about their business value prop and customers. . Step 2: Knowledge transfer.

Customer Journeys 68

Customer Journeys eBook Leadership System 68

Centercode

AUGUST 27, 2019

Due in part to the speed of development, test automation, and artificial intelligence, a greater proportion of test management is now influenced or even controlled by developers. Rather, the skills we should cultivate (and really, it’s more about “relearning”) are those that humanize the roles of beta and test management.

Communication 49

Communication Management eBook Conference 49

Clarabridge

AUGUST 10, 2017

Well, after they have researched and assessed their current situation, including where and how their customers talk to them or what CX means to their company, they need to make sure their CX initiative has the backing of their C-Suite. Talk with your leadership team members one-on-one about the value of customer experience management.

Customer Experience 49

Customer Experience How To eBook Contact Center 49

Alida

APRIL 22, 2016

How to Start a Movement — Derek Silvers, entrepreneur. This three-minute video shows how quickly a powerful and challenging idea can spread. Leadership is over-glorified,” says Derek Silvers, founder of MuckWork, a company that assists musicians with project management tasks.

Video 100

Video eBook Exercises Leadership 100

Qualtrics

SEPTEMBER 10, 2021

Questions should revolve around topics like health behaviors , access to public services, opinions of leadership , and communication preferences. Create easier ways to engage with residents, whether you’re conducting outreach activities, inviting collaboration on policy decisions, or developing shared leadership models. Download now.

Self Service 26

Self Service Government How To Policies 26

ClientSuccess

OCTOBER 2, 2019

We often hear the roles of Customer Success Manager (CSM) and Account Manager (AM) used interchangeably. The ultimate difference between a Customer Services Manager and an Account Manager is both in their area of concentration and how each target their customers. . Let’s talk about Account Managers first.

Customer Success 47

Customer Success Management Metrics Guidelines 47

Qualtrics

OCTOBER 30, 2020

Here’s how to speak the language of your leadership team to get buy-in for your DEI program. But how do you sway a leadership team to invest in DEI initiatives, especially in times of financial uncertainty? Rusty O’Kelly, Managing Director at Russell Reynolds Associates. Download eBook.

Strategy 39

Strategy Competitive Advantage How To Tips 39

ClientSuccess

SEPTEMBER 28, 2021

Access to leadership: this reason for customer churn has become even more common in recent months as more teams are working virtually. If a customer does not feel like they are the most valued customer at your organization (and often this comes through direct access to leadership), they will often find a vendor who can provide this access.

Leadership 52

Leadership eBook Customers Customer Base 52

ChurnZero

NOVEMBER 9, 2021

To be a competent and confident Customer Success Manager (CSM) you should know where your customers are in their journey at any given time, but especially during their onboarding process. For those who are behind or stuck, it’s important to make customer onboarding improvements to help identify and manage possible escalations.

Tips 98

Tips eBook Customer Retention Feedback 98

TechSee

FEBRUARY 21, 2022

Cambridge Dictionary defines it as “the study of how to produce machines that have some of the qualities that the human mind has, such as the ability to understand language, recognize pictures, solve problems, and learn.”. Download this TechSee eBook to to explore the computer vision advantage in insurance claims processing.

Innovation 109

Innovation Company Self Service Insurance 109

inmoment

DECEMBER 5, 2019

Our latest eBook, “How to Go Beyond CX Insights and Take Action: 6 Action Steps for Experience Transformation” guides you on everything from feedback to insights, insights to intelligence, intelligence to action, and action to transformation. . How can you address this challenge head on? 1: Get the right reports. . #3.

eBook 52

eBook Fashion Social Media Metrics 52

ClientSuccess

FEBRUARY 22, 2019

The role of a customer success manager (CSM) in the SaaS industry has become increasingly complex. As platforms themselves become more innovative and functional, and as customers become more well-versed in how these solutions impact their business, CSMs are faced with more questions and challenges than ever before. Expectation Setting.

Customer Success 58

Customer Success Management eBook Customers 58

ClientSuccess

JANUARY 10, 2020

When it comes to dealing with customers, there are some situations that can be a little overwhelming for both a customer success manager and the customer in question. For CSMs and training managers, onboarding can often be chaotic, messy, and even frustrating. eBook: 5 Ways to Surprise and Delight Your Customers.

Customer Experience 65

Customer Experience eBook Metrics Customer Relationship Management 65

ClientSuccess

JANUARY 10, 2020

When it comes to dealing with customers, there are some situations that can be a little overwhelming for both a customer success manager and the customer in question. For CSMs and training managers, onboarding can often be chaotic, messy, and even frustrating. eBook: 5 Ways to Surprise and Delight Your Customers.

Customer Experience 64

Customer Experience eBook Metrics Customer Relationship Management 64

Alliance by IFS

OCTOBER 27, 2019

To satisfy the growing expectations of customers and thrive in today’s digital era of field service, field service organizations (FSOs) must adopt a robust and agile field service management (FSM) platform as part of their digital transformation strategy. Absence of internal leadership to champion the process.

Software 80

Software eBook ROI Leadership 80

ClientSuccess

AUGUST 24, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. From : Sam Feil , Customer Success Manager. From : Sara Masson , Senior Customer Success Manager. Company : ClientSuccess. Company : Loopio.

Customer Success 40

Customer Success Management Chief Customer Officer eBook 40

ChurnZero

NOVEMBER 30, 2018

To dive into this topic we hosted a well attended webinar this week with Michael Redbord, who is the Vice President and General Manager of the Service Hub at HubSpot. Speaker: Michael Redbord, Vice President & General Manager, Service Hub, HubSpot. A: This is touching on that – when and how do we specialize question.

Customer Success 49

Customer Success How To e-support eBook 49