CSM Practice

DECEMBER 19, 2021

“A team is only as strong as its weakest link”. This saying applies to your Customer Success Technology stack more than anything else. The tools in your stack must work together to provide an exceptional customer experience. . Well, it also means that technology itself doesn’t solve all problems. You need to layout your journey first. What, why, and how are you going to solve the problem at hand needs to be explained.

Customer Success 98

Customer Success How To CRM Software 98

Optimove

DECEMBER 19, 2021

Optimove’s segmentation abilities, orchestration capabilities, and testing tools allowed Stake to move from manual, spray-and-pray email campaigns to reactive, relevant campaigns that maximize personalization by being sent automatically to granular micro-segments. Over 58% of Stake’s segments include less than 50 customers, which results in highly personalized campaigns.

Tools 75

Tools Customers 75

Andrew Mcfarland

DECEMBER 19, 2021

From the first time I read how the Better.com CEO handled a layoff, I knew it demanded a comment. But where to start? The “pivot points” seemed so clear and straight-forward, that I was convinced there had been a mistake.

Culture 62

Culture Leadership 62

NobelBiz

DECEMBER 19, 2021

The abandoned call rate represents the proportion of abandoned calls compared to the total number of calls made. In general, it should not be more than 5%. Beyond this acceptable level, a contact center must reconsider its strategy and resources in order to lower it as much as possible. Depending on the source of the call, your agents employ a variety of strategies to reduce call abandonment.

Abandon Rate 52

Abandon Rate Contact Center Self Service Contact Center Software 52

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Data

West Monroe

DECEMBER 19, 2021

Customer Experience 52

Customer Experience Customers 52

West Monroe

DECEMBER 19, 2021

Customer Experience 52

Customer Experience Customers 52

West Monroe

DECEMBER 19, 2021

Healthcare 52

Healthcare Customer Experience Customers 52

West Monroe

DECEMBER 19, 2021

52

52

West Monroe

DECEMBER 19, 2021

Consumers 52

Consumers Industry 52

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Customers

West Monroe

DECEMBER 19, 2021

System 52

System Healthcare 52

West Monroe

DECEMBER 19, 2021

Management 52

Management 52

West Monroe

DECEMBER 19, 2021

Report 52

Report Sales Marketing 52

West Monroe

DECEMBER 19, 2021

Consumers 52

Consumers Industry 52

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Communication