Tue.May 19, 2020

Why Trust Matters in the Age of Urgency


Vincent Manlapaz, in an interview with Asaff Zamir talks about how trust can help build a strong CS organization. Customer Success Customer Advocacy Customer Engagement Customer Experience Customers Onboarding saas

5 Ways to Reduce Customer Churn for SaaS in a Recession


The continuing COVID-19 health crisis may well produce a recession that has a significant impact on the Software-as-a-Service (SaaS) industry. No one is certain how this will change the long and short-term behaviors of customers, lenders, and enterprises in a SaaS world.

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3 Tips for Customer Service Documentation

CSM Magazine

Documentation is extremely important in every aspect of customer service. At a help desk, a call center, or during a sale, documentation provides the foundation for that lead in the future. In addition, documentation allows managers to see what is working for customers and what isn’t working.

How to justify A CX program to your CEO


Many feel like they face an uphill battle when trying to justify a customer experience program to a CEO. Here are a few ways that you can show the value of CX and make it easier for your CEO to get on board with it. Feed generated with FetchRSS

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Increased Customer Satisfaction and Lower Call Volume During Rapid Expansion

Learn how a customized support solution for a rapidly expanding company resulted in increased customer satisfaction and decreased support calls.

The Big Advantage of Being Small

NICE inContact

It would be difficult to find a small business that has not been adversely impacted by the current pandemic. And to say that most small business have been negatively impacted is putting it mildly.

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The Big Advantage of Being Small

NICE inContact

It would be difficult to find a small business that has not been adversely impacted by the current pandemic. And to say that most small business have been negatively impacted is putting it mildly.

Best Practices for Survey Activities during COVID-19

Vision Critical

Amidst the global COVID-19 crisis, organizations big and small are struggling to keep up with changing circumstances and preparing for what comes next.

Survey 130

Enhancing the product registration process with remote Visual Assistance


Product registration – the process of capturing new customers’ information – enables brands to connect directly with consumers and engage with them during their relationship with the company.

Amazing Business Radio: Jeff Nicholson


Leading with Empathy. Revolutionizing Your Customer Service for an Uncertain Future. Shep Hyken interviews Jeff Nicholson of Pegasystems. They discuss strategies for supporting your customers and employees during uncertain times, and how to improve the technology behind your customer experience.

3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.

How to Train Remote Agents


Proper training and onboarding for support agents not only helps them get up-and-running faster and more efficiently, but it can also be the difference between an average and a great customer experience.

First, We Take Berlin: Football is Back. But Are We Back to Normal?


One league re-started this past weekend, the German Bundesliga, and the sports betting industry is bursting with excitement (and so are we). But critical questions remain: How will this excitement translate? Is now the right time to turn the switch back on, and reactivate all your CRM plans?

Key factors to successfully implement a remote work program


A remote work program has become a differentiator for organizations looking to attract and retain talent. The possibility to work from home provides staff with greater flexibility and reduces levels of pressure and stress.

Are You a Trusted Client Retention Specialist or a Generalist?

One Millimeter Mindset

Do you see yourself as a trusted client retention specialist or simply a generalist? In fact, do you even perceive yourself as having any type of role retaining clients? Because, here’s news. Regardless of whether you actively acquire clients, or not, you impact client retention.

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

7 sure-fire techniques to deliver great customer service working from home


Customer-centric companies who have made the transition to work-from-home (WFH) are now relying on remote support professionals like you to connect with their customers and provide positive brand experiences.

Part 1: B2B Customer Support: Cost Center or Profit Center?

Team Support

There are two types of people in the world. The first type thinks B2B customer support is a cost center, or a necessary expense for running a business. After all, having a support team is required for your product, and it’s just something you need to have.

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9 easy steps to become the best at-home customer support agent


As a side effect of the coronavirus (COVID-19) pandemic, customers are looking for support like never before. Contact centers are handling higher customer demands as call volumes peak and the customer experience (CX) bar continually rises.

ChurnZero Customer Success Professional Spotlight – Brian Hartley


It’s time for another installment of our blog series where we spotlight a Customer Success professional and get their take on the industry as well as get to hear some of their top tips they’d like to share. Today we are showcasing – Brian Hartley.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

Online shopping – know your rights during the pandemic

Helen Dewdney

With the current pandemic and a nation in lockdown, many of us are turning to online ordering more than ever before.

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ClientSuccess Recognized by SIIA as best Customer Success Management Solution


SILICON SLOPES, UT (May 18, 2020) – ClientSuccess, a leading B2B SaaS customer success management platform, has been named the best Customer Success Management Solution of 2020 as part of the annual SIIA CODiE Awards.

4 best practices from U.K. essential retailers to use in your reopening strategy


As brands prepare to reopen stores and restaurants in the U.K., there are numerous insights we can glean from the essential retailers who have remained open throughout the pandemic.

Great Tips on Pinching Pennies in 2020

CSM Magazine

Sometimes people need some really extreme money-saving tricks or tips and this could be for several reasons. Maybe you are unable to work because of the Coronavirus Pandemic or maybe you have a savings goal and are having trouble reaching it.

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The Employee Factor - Perfecting Your CX From Within

Speaker: Dennis Snow, President, Snow & Associates

Too often, organizations and their CX experts only look at the company's relationship with the customer to look for improvement. While it's essential to creating the perfect customer journey, it's only one aspect. It's time to look within: at your employees' relationships with each other, and with the company. Not only does it take powerful leadership, but a complete shift in focus: your company must be customer-centric in every function.Based on his 20-years with Walt Disney World along with many years of consulting with organizations around the world, Dennis Snow will provide a “how-to” program for engaging employees in delivering outstanding customer service. This webinar will provide you with strategic tools that can be used to raise the bar of service throughout your organization

3 Ways Resiliency Helps Companies Shift Back

Think Customers

A forward-thinking strategy is the best solution for overcoming uncertainty. For CX-leaders in the contact center space to overcome the fallout from COVID-19, the digital, remote, and perseverance strategies that carried them through the crisis in the first place may be their best move.

Capital City College Group Adopts Puzzel for Multi-Brand Contact Centre

CSM Magazine

New AI-powered Agent Assist helps to manage contacts from existing and potential students during busy enrolment periods.

inSided powers Gainsight’s Sightline ecosystem with community


Customer Success as a discipline is taking off. ?? Net retention—as leaders in the SaaS world have realized—is the real key lever for growth (and as you’re no doubt aware, acquiring a new customer can be up to 5 times more expensive than retaining an existing one)!

Credit Card Fraud Detection Challenges, Techniques, and Statistics in 2020

CSM Magazine

Fraud in financial transactions is a major problem for organizations all over the world, especially banks. This article is focused on the challenges and most recent techniques to reduce payment fraud. We live in the age of a fascinating technological revolution.

How to Create Strong Community Personas

Speaker: Carrie Melissa Jones, Community Consultant

Ever wonder how to build effective community personas? Join Vanilla Forums on Tuesday, June 16th at 12 PM ET as Carrie Melissa Jones, Co-Author of Building Brand Communities, clears away the noise around community personas and gives you a method for doing member research to refine your personas.