ChurnZero
DECEMBER 11, 2020
It’s the most wonderful time of the year. . You guessed it: y ear-end budget planning. . A time of possibility and excited (erm, dreaded) anticipation for what the new year (and budget approval process) will bring. . So, i n the spirit of giving, I offer up this rendition of a festive classic: . “ ‘Twas the night before b udget deadlines, when all thro ’ the Slack, .
Beyond Philosophy
DECEMBER 11, 2020
When I was in corporate life, my boss asked me to improve the Customer Experience and do it for the least cost. I remember thinking, “Ok. Sure, but….what is a Customer Experience?” Nobody knew back then. I defined it for myself as the mix of rational and emotional parts of an interaction with a customer, which later became my first book, Building Great Customer Experiences (Palgrave Macmillan, 2002).
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Eptica
DECEMBER 11, 2020
Date: Friday, December 11, 2020 Author: Pauline Ashenden - Demand Generation Manager The benefits of bringing video into the contact centre. Published on: December 11, 2020. Author: Pauline Ashenden - Demand Generation Manager Thanks to the pandemic and the spread of technology, video has become a much larger part of how we all communicate. Extending video into customer service delivers major benefits to both consumers and organisations – our new blog explains the advantages and how it can
Centercode
DECEMBER 11, 2020
Setting too many expectations may be a quick path to disappointment in life , but what happens when you don’t set expectations during your beta test? Well, two decades of test planning and management has shown us it sort of ends up like the Wild West. Either your project turns into an out-of-control stampede… Or.it’s a ghost town. To avoid either extreme, you’ll have to put on your silver sheriff’s star and lay down the law — kindly, of course!
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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.
Forrester's Customer Insights
DECEMBER 11, 2020
With collective commute times down to zero and face-to-face meetings all but impossible, we’ve seen the B2B buyer journey become an almost exclusively digital experience. It’s time for B2B marketers to close the gaps in their customers’ digital experiences with the assistance of automated conversations created by chatbots and virtual assistants (VAs).
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
SurveySparrow
DECEMBER 11, 2020
It’s been a while since the coronavirus has been with us and changed our entire lives. From our lifestyle, work to the way we do business, everything has changed drastically. In a moment like this, many businesses put an end to their promotional activities. Investing money in advertising seems like a luxury to some businesses. . If you’re stuck with your business and not sure how to market your service, then we got your back.
Optimove
DECEMBER 11, 2020
PostFunnel Insider is Optimove’s series of CRM know-how, tips, news, and analysis videos. This time, we got the weekly news update, a new CRM hack on subscription cancellations, and a deep analysis on Essence. All previous weekly shows All our videos on Optimove’s Youtube channel. B2C CRM NEWS UPDATE: John Oliver vs Pringles. CRM HACK: How to Reduce Subscription Cancellations. 7 CRM COMMANDMENTS: Essence.
Gainsight
DECEMBER 11, 2020
Why is it that companies cannot create a great customer experience at scale? One of the reasons Gainsight has found is the influx of too many users without the right internal resources. At the enterprise level, especially in the B2C companies, they have thousands, if not millions, of customers. Increases are apparent in 2020 with accelerated digitalization, where the conversion took place over months instead of multiple years.
Think Customers
DECEMBER 11, 2020
There’s no doubt the COVID era is reshaping the consumer goods industry, possibly forever. Consumers’ shift to digital, which had been steadily gaining momentum prior to the pandemic, has ratcheted into overdrive during this time of social distancing and stay-at-home orders. Against this backdrop, the sales cycle continue to get faster, meaning companies looking to prioritize sales acceleration have to be smart – and quick – when it comes to devising and implementing strategies to boost sales.
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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.
Education Services Group
DECEMBER 11, 2020
I recently hosted an industry session for training and education professionals working inside the technology sector at the virtual TSIA Interact. The attendees have responsibility for understanding, creating and delivery on the education needs of their thousands of end customers. Both big and small companies were represented. During the session I asked a poll question that produced surprising results: 80% of the respondents indicated they expect between 0-25% of their 2021 sales bookings to come
Forrester's Customer Insights
DECEMBER 11, 2020
A grand trine in astrology occurs when three planets are exactly 120 degrees apart. In her latest blog post for Forrester, Phyllis Davidson shares how three elements are coming together to fuel more effective B2B marketing. Check out the blog post and attend the webinar – you don’t need a telescope to see this grand trine!
Oracle
DECEMBER 11, 2020
Every week, Oracle CX Marketing features “ On the Fly “—a video series with two-minutes-or-less bites of marketing tips, advice, and training from marketing experts. Season two focuses on customer experience tips from marketing pros about how to deal with a period of uncertainty and disruption. Here are five more tips to consider as you focus on your marketing efforts.
SmartMessage Blog
DECEMBER 11, 2020
Every year we share insights, tips, and tricks for better engagement with audiences via our website, and 2020 was no different. Even though, as humans, we struggled with the pandemic all around the world, we still kept faith in better days through continuing to work hard, exchanging ideas, and sharing knowledge. As our reflection of these attempts, we would like to share with you our top 5 blog posts from 2020.
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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,
Forrester's Customer Insights
DECEMBER 11, 2020
Last week, Google announced the acquisition of Actifio and plans to integrate Actifio’s technology as a first-party data protection solution akin to Azure Site Recovery. In comparison, AWS’s CloudEndure Disaster Recovery and Azure Site Recovery are more limited in functionality and scope than the capabilities Actifio gives Google. Google Cloud Platform (GCP) plus Actifio could […].
ProProfs Chat
DECEMBER 11, 2020
Numbers don’t lie. They are the unshakable foundation on which you build concrete strategies to help your business achieve profitable goals. Numbers help you reflect on how your business is performing and if your efforts are reaping the benefits you expected. That’s not all. They even help you understand if your customers are satisfied or not. There are multiple customer satisfaction metrics that your business can use to get answers to questions like “Is my customer satisfied?
Forrester's Customer Insights
DECEMBER 11, 2020
Airports and travel companies need to know that the desire to travel may never return to 100%; capturing the market that remains will depend on going above and beyond to provide health safety comfort. Learn how real-time feedback can help.
SmartKarrot
DECEMBER 11, 2020
Role: Vice President of Customer Success Location: Remote, Chicago, IL, US Organization: Storm2 As a Vice President of Customer Success, you will hire, coach, and lead their customer success organization. This includes retaining talent and implementing processes designed to manage turnover effectively. Lead the organization to consistently meet and exceed its efficiency metrics and net promoter score results.
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
ProProfs Chat
DECEMBER 11, 2020
Your brand philosophy might have its roots in creating top-notch products or services. But can you really deliver in the long run if the service quality is ignored? . Poor service quality can cost your business, whether you are a month old startup or a decade old enterprise. “ 33% of Americans say they’ll consider switching companies after just a single instance of poor service. ”.
SmartKarrot
DECEMBER 11, 2020
If you are into customer success (CS) then you must already be knowing that the main goals of CS are to renew subscription and expand customer accounts. As a proficient technology provider, you should realize the importance of different stages in the customer journey. And if you want to make the most of the customer journey, then LAER model is something you must be aware of.
ShepHyken
DECEMBER 11, 2020
This week we feature an article from Josh Snider, Product Marketing Manager at Khoros. H e explains how and why expanding customer care operations to include online chat and brand communities can elevate both self-service and customer care. “Hi, how can I help you?” That little chat box in the bottom right corner of the screen promises to answer every customer question — but will it?
Chadwick Martin Bailey
DECEMBER 11, 2020
As someone who has spent nearly 25 years finding insightful truth in piles of data, I’ve accidentally trained my brain to be good at little else. For example, I’ve been in the top percent of dads when it comes to teaching my kids how to “estimate” in their early math classes, but could almost hear my brain crack when they needed help with geometry and its many obtuse angles.
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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.
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