Fri.Aug 20, 2021

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Customer Success vs. Customer Support: Defining Role Boundaries

ChurnZero

If you work in Customer Success, then you’ve likely experienced the challenges of customers reaching out to you for their support-related needs – whether it’s technical troubleshooting or resetting a password. When distinguishing between these two customer-facing functions , the customer may think: “eh, tomayto, tomahto.” Afterall, from the customer’s perspective, you’re still all the same company, right?

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Guest Post: How to Go Above & Beyond for Your Customers to Secure Their Repeat Business

ShepHyken

This week we feature an article by Ray?Blakney, CEO and co-founder of Live Lingua , a renowned online language learning platform. He writes about how companies can secure their current customers’ repeat business. Every entrepreneur knows how important repeat customer business is for the overall success of their enterprises. Rather than spending a ton of money on marketing to try to land new buyers, if you are able to secure loyal, lifelong customers, their repeat business will continually grow y

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Reach, effect, ROI: Measuring the impact of your digital-led Customer Success program

inSided

New week, new knowledge! It’s time for another post in our series, This is Digital Customer Success , where we set out to get clarity on all things Digital CS. In our last post, we talked about creating a “ one-step journey.” This week, it’s time to talk more about how to measure your digital-led program. Because no matter what channels you have in place, you’ll have data to guide you.

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Trends from the COVID Era: Expert ENGINE

Engine Insights

An important aspect of data collection in the insights industry is the ability to get survey invites out to potential respondents and recruit them for research projects. In the past this was a fairly simple undertaking – set up an email invite and blast it out to your client’s respondent list, and then let the responses pour into your survey.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

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!

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What If Every Phone Call Was Considered a Failure?

SaleMove

Serving customers on their screen is the definition of customer-centricity. Today, customers making a separate call should be thought of as a failure. The post What If Every Phone Call Was Considered a Failure? appeared first on Glia Blog | Digital Customer Service Explained.

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GlowTouch Recognized for Excellence

GlowTouch

Industry Group Cites Efforts in Strategic Partnerships LOUISVILLE, KY – GlowTouch, LLC , a global Business Process Outsourcing (BPO) services provider based in Louisville, Kentucky, has been recognized for excellence in strategic partnerships by the International Association of Outsourcing Professionals. The Association made the announcement based on how GlowTouch helped a long-time client increase market share, per-customer revenue, and customer retention rates.

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Top B2B SaaS Customer Success Surveys to use in your business for every stage

Zonka Feedback

Do you want to enjoy an excellent long-term relationship with your customers? Do you want your customers never to churn and keep giving you a business? This is possible only when you deliver what your customers specifically want and expect from you.

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What If Every Phone Call Was Considered a Failure?

SaleMove

Serving customers on their screen is the definition of customer-centricity. Today, customers making a separate call should be thought of as a failure. The post What If Every Phone Call Was Considered a Failure? appeared first on Glia Blog | Digital Customer Service Explained.

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Telemarketing Philippines Strategies For SMEs’ Product Development Pre-processing

Magellan Solutions

Call center outsourcing Philippines believes in the importance of pre-processing. Often, businesses think they need to have their product or service ready to go before they start implementing their product marketing strategy. . But if movie producers waited to announce their movies until everything was filmed, edited, and ready to show, audiences would be caught off guard and likely wouldn’t show up for the premiere.

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

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Ask the experts: 3 answers to popular B2B CX questions

Qualtrics

The disruption of 2020 caused new behaviors, new purchase drivers, and new consumer expectations. We asked a panel of experts for their advice on managing the new challenges of CX for B2B. Hear more answers to the biggest CX for B2B questions: Watch the full webinar on-demand now. First, the good news: the fundamentals of how successful companies thrive with customer experience hasn’t changed, according to James Bampos, Head of B2B CX Solutions Strategy at Qualtrics.

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