Comm100

SEPTEMBER 13, 2021

Digital transformation is by no means a recent trend. However, the past couple of years has seen its importance within customer service skyrocket as companies adopted new technologies to stay connected during the pandemic. With the benefits made clear for all to see, and customer expectations risen, customer service operations can no longer afford to ignore digital transformation.

Customer Service 217

Customer Service Omni-Channel Social Media Connections 217

ShepHyken

SEPTEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. (CMSWire) Although the terms “customer loyalty” and “customer retention” are often used interchangeably, they actually refer to two different things.

Customer Service 149

Customer Service B2C B2B Customer Retention 149

Kapta Customer Success

SEPTEMBER 13, 2021

The terms key account management and customer success are often used interchangeably within organizations. However, while the two strategies share a few common goals, they are completely different in their implementation.

Customer Success 97

Customer Success Management Customers Strategy 97

Adrian Swinscoe

SEPTEMBER 13, 2021

Today’s interview is with retail expert Peter Cross who until recently was the Customer Experience Director at John Lewis and Waitrose and prior to that spent […]. The post We need to start talking about experience leadership – Interview with Peter Cross first appeared on Adrian Swinscoe.

Leadership 76

Leadership Retail Customer Experience Customers 76

Advertisement

Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Communication

Conversocial

SEPTEMBER 13, 2021

I regularly research and write articles that eulogise about the importance of building customer relationships. If you follow the Conversocial blog there are recurring regular themes: it’s easier and more cost-effective to retain customers than acquire new ones, existing customers are more likely to buy from a brand again and messaging channels are the most effective way to keep these retained and loyal customers engaged.

Customer relationships 59

Customer relationships Consumers Brands Customer Engagement 59

Kapta Customer Success

SEPTEMBER 13, 2021

The terms key account management and customer success are often used interchangeably within organizations. However, while the two strategies share a few common goals, they are completely different in their implementation.

Customer Success 52

Customer Success Software Management Customers 52

Education Services Group

SEPTEMBER 13, 2021

It’s never too early to start building your CS tech stack. The earlier you start, the faster you’ll be able to create an effective, scalable, long-term Customer Success strategy. Getting an early start on building your CS tech stack also allows you to experiment with an array of different tools so that you can make better decisions on the ones that will scale best with your business.

Tools 52

Tools Customer Success Meeting Data 52

inSided

SEPTEMBER 13, 2021

In Episode 15 of The inSide Scoop on Customer Success, we tackle a very important topic: The ultimate renewal playbook – Managing multiple stakeholders. Listen in as our VP of Customer Success and podcast hostess with the mostess, Anika Zubair, talks to Puneet Kataria, founder of CustomerSuccessBox.

Management 52

Management Customer Success Customers 52

Gainsight

SEPTEMBER 13, 2021

When I reflect on what excites me the most about the evolution of customer success over the past year or so, it’s most certainly the increased appreciation around customer success being existential for organizations. There is widespread acceptance that infusing customer-centricity throughout your organization and having Net Revenue Retention as a north star metric for your business, will reap great benefits (both financially and culturally).

Customer Success 52

Customer Success Customer Centricity Metrics Financial 52

Advertisement

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

ROI

Magellan Solutions

SEPTEMBER 13, 2021

Why do businesses even need Virtual Receptionist Service ? A Virtual Receptionist, in its most basic form, is the person who answers your phone calls. . It may appear at first glance that a Virtual Receptionist’s responsibilities are restricted to answering phones. In reality, effective communication is a quality that is frequently disregarded in the workplace.

Call Center 52

Call Center Training Social Media Travel 52

MyCustomer

SEPTEMBER 13, 2021

Engagement How to kickstart your career in CX management.

Customer Experience Management 70

Customer Experience Management Management How To Customer Experience 70

SAP Customer Experience

SEPTEMBER 13, 2021

“Sustainability” – a word rather undefined with so many facets and scopes, and yet everybody has a connection to it. Some connect climate change to it with melting ice poles and greenhouse gases being emitted obviously uncontrolled to our atmosphere. We all know the pictures of suffering and dead animals.

System 42

System Loyalty Connections Customers 42

Forrester's Customer Insights

SEPTEMBER 13, 2021

Are you creating inclusive experiences for your customers? Many companies aren’t. For example, here’s a sampling of what we heard when we evaluated typical approaches to collecting personal information from consumers: “There is no open box to identify yourself. Ticking ‘other’ is alienating, therefore, if I didn’t identify as male or female, I wouldn’t feel […].

Consumers 49

Consumers Examples Customer Experience Company 49

Advertisement

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

Retail

SmartKarrot

SEPTEMBER 13, 2021

Role: Customer Success Director Location: Franklin, TN Organization: Maetz Consulting, LLC As a Customer Success Director, you will spearhead the end-to-end effort to help build a new and thriving Customer Success team from the ground up, one person at a time. Design and implement best practices for building long-term strategic relationships with the customers, partners, and vendors.

Customer Success 18

Customer Success Social Media Roadmap Customers 18

Forrester's Customer Insights

SEPTEMBER 13, 2021

It's impossible to know what the future holds for marketing campaigns in development. But you can audit your progress and course-correct when needed.

Travel 49

Travel Marketing B2B Course 49

SmartKarrot

SEPTEMBER 13, 2021

A recent report by Think with Google confirms that 89% of the people rely on research before making a particular purchase, thus, making them a potential buyer. That is when the concept of buyer intent data comes into picture. By mapping your prospect’s behaviors and knowing their desires, buyer intent data can help understand your customers better and bring you better insights into their searches.

Sales 10

Sales Data How To Customer Retention 10

Forrester's Customer Insights

SEPTEMBER 13, 2021

I am thrilled to announce the release of our latest Now Tech: Cybersecurity Consulting Services In Asia Pacific, Q3 2021. This report (available to Forrester clients) showcases Forrester’s overview of 24 cybersecurity consulting providers in Asia Pacific. Our clients leverage these insights to understand the diverse set of vendors by size, capability, geography and vertical […].

Consulting 26

Consulting Report Trends 26

Advertisement

Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.

Customers

CSM Magazine

SEPTEMBER 13, 2021

Managing a successful customer support helpdesk isn’t an easy task. But when helpdesk managers set the right Key Performance Indicators (KPI’s) for their agents, they can transform results for their customer support service. Since customers and clients have high expectations for fast and effective service provision, it’s something every helpdesk manager should be considering.

Net Promoter Score 52

Net Promoter Score Customer Retention Customer Satisfaction Measurement 52

Forrester's Customer Insights

SEPTEMBER 13, 2021

On Friday, US District Judge Yvonne Gonzalez Rogers released her ruling in the suit and countersuit by Epic and Apple. Neither party could claim complete victory. Epic was judged to have breached their contract with Apple (which they admitted) and now owes Apple more than $3.6 million. Apple escaped on almost all counts. The court […].

Technology 26

Technology Customers 26

ClientSuccess

SEPTEMBER 13, 2021

Modern CSMs wear many hats. From project manager to company voice box to issue mitigator, CSMs are veritable jacks of all trades. For some (but not all) SaaS organizations, CSMs are also responsible for leading and managing upsell conversations with customers. While some organizations turn to sales roles to facilitate these conversations, more and more CSMs are tasked with leading budget planning, expansion, and upsells thanks to their familiarity and comfort level with customers.

Customer Success 59

Customer Success eBook Customers Resources 59

Forrester's Customer Insights

SEPTEMBER 13, 2021

As if 2020 didn’t bring enough challenges to security leaders, it’s about to get more challenging. Let’s face it: the workforce will change dramatically over the next ten years. By 2030, security leaders will have to grapple with a workplace in which three generations hold a significant proportion of the working population, but one in […].

Customers 26

Customers 26

Advertisement

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

Self Service

CSM Magazine

SEPTEMBER 13, 2021

Ventrica is first British-based BPO to open in Jamaica. Ventrica the fast-growth multilingual customer service specialist is expanding into Jamaica with the launch of its new operation in Montego Bay. The new site opened this week is designed to support Ventrica clients in the US, UK and European markets requiring lower cost but high-quality English language customer service support.

Transportation 52

Transportation Fashion Ecommerce Hospitality 52

Qualtrics

SEPTEMBER 13, 2021

With the new executive order requiring businesses with more than 100 employees to ensure their workers are either vaccinated or tested once a week, how can you stay compliant with the employee vaccination mandate? Find out how to develop a robust COVID-19 employee vaccination and testing policy and enable your people to quickly and easily confirm their vaccination status.

Management 49

Management Policies Government Culture 49