Influitive
JUNE 9, 2017
Listen, if you’re an online community manager, or are responsible for the success of an online community, you might want to know this: According to Gartner, 70 percent of online communities are destined to fail. But wait. There’s more. Despite the billions of dollars being poured into online communities, almost 70 percent of customers never.
Topdown
JUNE 9, 2017
Forrester VP and Principal Analyst Craig Le Clair ( @CSLeClair ) has a new report out: The Future of CCM: Communications-As-A-Service. In this report, Le Clair describes a future in which communications trends don’t favor traditional CCM solutions — the ones that are still serving a siloed, print-focused, operations-centric approach to customer communications.
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Amity
JUNE 9, 2017
Playbooks are a CSM’s best friends. When leveraged properly, playbooks allow your team to spend less time planning and worrying, and more time actually getting stuff done. Amity asked the experts from the Waterstone Management Group about the challenges facing CSMs when working with playbooks to drive adoption. When it comes to adoption, what are the biggest hurdles facing Customer Success teams?
ServiceDock
JUNE 9, 2017
Facebook is an amazing company. It employs thousands upon thousands of seriously talented people and has a valuation in the hundreds of billions having only been founded in 2004.
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
Avaya
JUNE 9, 2017
We’ve all heard the saying: “If a tree falls in a forest and no one is around to hear it, does it make a sound?” Well, we’d like to put a new-age spin on this: “If an organization implements a digital transformation plan without a strategic roadmap, does it have an impact?”. The answer, unfortunately, is no. Here’s why this is so concerning: nearly 80% of businesses identified digital transformation as their top strategic priority last year, yet only a fraction have implemented an enterpri
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
LiveChat
JUNE 9, 2017
If you’ve read the previous post on how to get started with email marketing , you will hopefully have a better understanding of this mysterious and overwhelming world. More importantly, you should be 100% convinced that it is still one of the best ways of directly reaching users and customers, no matter how big or small your company is. So today we’re going to dive deeper into the nitty-gritty of it all.
Brad Cleveland Blog
JUNE 9, 2017
The post Motivation and Engagement: Your Leadership Matters appeared first on Brad Cleveland.
ShepHyken
JUNE 9, 2017
This week we feature an article by Josh Brown about the importance of cultivating long-term relationships with relational customers who want to get more out of their experience with your company. – Shep Hyken. Recently, Shep Hyken sat down with Lifesize’s Chief Customer Success and Happiness Officer, Amy Downs, and discussed the importance of becoming absolutely obsessed with enhancing your customer’s experience.
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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.
Stella Connect
JUNE 9, 2017
When it comes to measures of brand loyalty, Net Promoter Score® (NPS) is king. Many customer-facing companies obsess over their NPS score, always searching for that magic formula that will drive it up. And not without good reason: from a revenue-growth standpoint, customer lifetime value (CLTV) is the new black. Unfortunately, many of these companies struggle to understand how various aspects of their business affect their NPS score, and to what degree.
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