Fri.Sep 25, 2020

3 Leaders Share How We Can Use Our Power As Individuals to Create Meaningful Change

Customer Bliss

Have you been keeping up with me on my LinkedIn Live conversations? If not, what are you waiting for? As many of us continue to work from home and shift working styles due to the pandemic, I’ve been interviewing practitioners and thought leaders about how we can adapt and continue to show up as our best selves in our roles.

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Make It Sizzle! 3 Secrets to Unlocking Your IVR for Greater Revenue

NICE inContact

The ability to use AI in your contact center business is growing exponentially. You might be asking yourself, "where do we start?". Learn the secrets of Fortune 200 companies who are using an AI-powered IVR to achieve their KPIs and gain a competitive advantage. AI Advantages of the Cloud Call Center Best Practices Agent Engagement Contact Center Trends & Insights CXOne NICE inContact CXone

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Guest Post: 4 Ways to Generate Revenue From Your Contact Center This Holiday Season

ShepHyken

This week we feature an article from Gladly, a customer service platform. Learn how to best prepare your contact center for the holiday season. As the holidays fast approach, many companies are starting to think about how to maximize efficiency within their contact centers. But how can you stay efficient and drive revenue while still delivering radically personal customer service? It may seem impossible to do all of this at the same time, especially as companies are asked to do more with less.

How To Increase Sales Using Surveys: A Guide

SurveySparrow

Acquiring new customers is harder than ever. Customers are not really looking at the next shiny thing because each entrant into the market showcases themselves like it. The guards of a prospective buyer is always high.

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How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Customer Success at Scale: Using CS Automation to Do More With Less

Totango

In today’s digital landscape, the constant evolution of technology continually changes the way we communicate and do business with each other. This especially extends to the world of customer success and retention. With many customer success teams responsible for dozens or hundreds of accounts, automation has become an important tool to not only provide great customer experiences and solutions to problems, but to scale customer success and increase value as well. .

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Customer Success and Product: How to Align Your Customer-Centric Stars (Part 2 of 2)

ChurnZero

[This is the second installment of a two-part article series. The first installment outlined the significance of (and ramifications of not) marrying your Customer Success and Product teams, how to spot the misaligned warning signs, and decoding each team’s unique working style.]. In this article, I’ll discuss how to create a strong feedback culture to realize Customer Success and Product alignment. But first, let’s talk about the fences.

The Importance of Investing in Customer Success

CSM Practice

Video Title: Importance of Customer Success Strategy investments. Interview Date: July 18, 2020. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. Guest: Nick Mehta , Chief Executive Officer | Gainsight. In this episode, Irit Eizips, Chief Customer Officer & CEO at CSM Practice interviews Nick Mehta, Chief Executive Officer at Gainsigh t, on the topic of the Importance of Customer Success Strategy Investments.

6 Tips for Designing Your First Chatbot

SaleMove

Glia Guide: A Non-Coder’s AI Management Tale. Machine Learning (ML), an application of Artificial Intelligence (AI), is where a computer algorithm’s accuracy and performance is dependent on the types/quantity of experience. More experience results in a more precise outcome. ML can help aid in completing simpler, more mundane tasks in order for us to be more effective in a shorter amount of time. That saves time that can be repurposed to address more complex issues.

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Five Questions To Ask Before Changing Sales Methodologies

Forrester's Customer Insights

Sales methodology is a topic that evokes a wide range of comprehension among sales professionals, largely depending on their personal history with the methodologies their previous employers used. Age of the Customer Sales Sales Enablement Sales Operations SiriusDecisions Research

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6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

A Customer Data Platform Can Catalyze An Exceptional CX

Smarter CX

A customer data platform (CDP) could be your secret weapon to creating a more engaging CX. New research from Forrester suggests that brands serious about customer data and personalization should consider CDP software. A CDP is an underlying marketing and customer experience platform that aggregates and organizes customer data from across multiple customer experience touch points into a single customer profile.

Product Management Leadership For This New Era

Forrester's Customer Insights

This post outlines three key ways product leaders can use customer input and feedback to drive growth in the coming year. Product Management SiriusDecisions Research

Choosing a new vendor? Three Tips to Consider

Ann Michaels and Associates

Selecting a vendor for your business can be time consuming and stressful. You are making an important choice that will not just impact you, but an entire department or business. The goal should be to create a partnership with your vendor. Price is important, but it should not be the only thing to consider. Here are three tips that are worth noting. Communication. Communication is my number one tip. How they respond during the sales process is important.

Top Customer Appreciation Ideas to Drive Customer Loyalty

SmartKarrot

Source: Unsplash. It is always nicer when you hear someone appreciating you. That is the kind of feeling you would like your customers to associate you with. Therein, the concept of customer appreciation kicks in. As businesses grow, they tend to focus more on the acquisition, scaling, and revenue and less on the interpersonal relationships with the clients. Do you want your customers to be mere numbers on a spreadsheet? Or you want your customers to switch to your near competitions?

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Preparing your brand for a holiday season like no other

Qualtrics

Right now, as brands plan for the holiday season they find themselves at a crossroads, determined not to fall foul of the consumer. Competition will be fiercer than ever, so here are three ways to help you capitalize on emerging trends during a time of significant uncertainty. In any normal year, September signals the build up to the holiday season and brands will typically have their festive campaign tied up in a bow, ready to go - confident that their message will resonate to the masses.

Top 10 Tips for Choosing the Right Customers for Your Business

SmartKarrot

With the evolution of the business processes in modern companies, the sales process is not left untouched. It’s not just about acquiring more customers in a spree anymore; you have to be equally conscious about the brand reputation. And until you find the right customer, it is hard to build such a reputation. If you are in a red ocean, meaning, you have a dearth of customers in your industry then your real ethical values come to the test.

SaaS User Adoption Strategy: 6 Best Practices

SmartKarrot

Source. Generally, a subscription-based contract is marked by renewals and recurring payments. This reduces the switching costs and harbors opportunities for the customers to jump in. In response, many SaaS user adoption companies have started exploring strategies that focus on driving product usage by end-users. A recent research study by Gartner , states that in 2020, the companies will spend $155.7 billion on SaaS and PaaS capabilities.

Top 10 Customer Success Trends For 2021

SmartKarrot

It’s no more a secret that whatever may be your domain or your business, without customers it’s nothing. So when was the last time you had a good conversation with your customer? If you had one recently, then you have surely tried or created a good relationship with your customers. If not, then maybe you should be focusing more time on creating one. Source:Evive. Why so? Customer success connects with your customer and maximizes the value of your business. And the numbers don’t lie!

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Top 50 AI Companies in SaaS (2020 Edition)

SmartKarrot

In the past few years, the SaaS industry has grown from scarcity to abundance. Today in 2020, there exists a service-based digital solution for every other problem or cause. SaaS has become a prime element in every business’s architecture. To stand out in such a tough competition, the SaaS market needs to leverage strategies like verticalization, exceptional segmentation, meeting customer demands, and providing excellent features.

How to Build and Scale a World-Class Customer Success Team

SmartKarrot

In the subscription-based economy, companies are progressively shifting from transactional to relationship-based customer engagement. All other functions in a business – Marketing, Sales, Product management, etc., are the same as they used to be before. But with a growing importance of retaining a customer and maintaining a long-term relationship with them, a customer success team has become indispensable for a modern company.

7 Foolproof Ways to Improve Customer Satisfaction

SmartKarrot

Unsatisfied customers do not stick around for long, which is an irrevocably true-adage. A happy customer leads to customer satisfaction which in turn leads us to think of more ways to improve customer satisfaction. Statistics suggest that as much as 80% of a company’s future revenue is derived from 20% of its existing clients. Hence, it is imperative to come up with innovative ideas for customer satisfaction.

Top 10 Customer Onboarding Best Practices

SmartKarrot

Let’s look at it this way – presume that you planted the seeds of churn pretty early and then left it under the nurture of Mother Nature. Then, the paucity of adaptability takes you down as the churn hits you like a humungous asteroid careening towards your little planet. Therefore, to save your company’s environment from the pernicious seeds of churn, you will have to sprinkle in some of the customer onboarding best practices.

Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists The Community Roundtable, you will learn the effectiveness of community in empowering your customers, and generating value for your business.

Creating a Killer Customer Success Plan: Best Practices and Pitfalls to Avoid

SmartKarrot

If you are in the field of customer success for quite some time, you would have known the definition of it by heart by now. It is a business strategy through which you ensure that the customer is able to reach their goals by using your product. Needless to say, all strategies are just theory as long as they don’t have an action plan for success. And the above said strategy calls for a customer success plan that we are going to discuss today. Customer success is a broad field in the SaaS industry.

Top 10 Customer Success Trends For 2021

SmartKarrot

It’s no more a secret that whatever may be your domain or your business, without customers it’s nothing. So when was the last time you had a good conversation with your customer? If you had one recently, then you have surely tried or created a good relationship with your customers. If not, then maybe you should be focusing more time on creating one. Source:Evive. Why so? Customer success connects with your customer and maximizes the value of your business. And the numbers don’t lie!

Top 50 AI Companies in SaaS (2020 Edition)

SmartKarrot

In the past few years, the SaaS industry has grown from scarcity to abundance. Today in 2020, there exists a service-based digital solution for every other problem or cause. SaaS has become a prime element in every business’s architecture. To stand out in such a tough competition, the SaaS market needs to leverage strategies like verticalization, exceptional segmentation, meeting customer demands, and providing excellent features.

Brand Advocates: How to Create Them and the Benefits Involved

SmartKarrot

When it comes to marketing, there are different channels that you can resort to. While all these channels are driven by companies with the only motive of promoting their products and acquiring new customers, there is one method that is the “cleanest” and most effective of all. That is called brand advocacy and every company aspires to have as many brand advocates as possible.

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.