Fri.Jul 01, 2022

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How to Keep Exceeding Customer Expectations with Digital Customer Service

SaleMove

Customer expectations for digital service keep increasing. Here are three key Digital Customer Service steps to ensure you stay ahead of them. The post How to Keep Exceeding Customer Expectations with Digital Customer Service appeared first on Glia Blog | Digital Customer Service Explained.

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6 ways of delivering excellent B2B customer service

Eptica

Date: Friday, July 1, 2022 Author: Pauline Ashenden - Demand Generation Manager 6 ways of delivering excellent B2B customer service. Published on: July 01, 2022. Author: Pauline Ashenden - Demand Generation Manager The standard of business-to-business (B2B) customer service delivered by companies is central to retaining and growing clients and revenues.

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9 Customer Success operations questions answered by experts

ChurnZero

What does CS operations do that a CS team doesn’t do already? It’s a common question among leaders, executives, and CS professionals. Like many specialized roles, the boundaries of CS ops aren’t always black and white. Get comfortable embracing this gray space, because CS ops is what separates the good from the great—or in finance’s terms, the cost centers from the profit centers.

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5 Tips to Nail Internal Product Feedback

Zonka Feedback

You do your best to create and launch the best products, but you can’t predict whether your users will like them or not. And it is a long process where you first launch a product, market it, sell it, then come to know the shortcomings in the product through feedback, and then work on them.

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From Data to Decisions: Maximizing Retail Potential with AI

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.

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13 Leadership Competencies Every Team Needs

SurveySparrow

Who do you think of as a good leader? If you’re an entrepreneur, it could be Jeff Bezos. If you’re a sports fan, it might be MS Dhoni or Roy Keane. Or it could even be a manager who helped you during a tough time in your career. Companies also struggle with this question, which is why we use leadership competencies to define a good leader.

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9 Customer Success operations questions answered by experts

ChurnZero

What does CS operations do that a CS team doesn’t already? It’s a common question among leaders and executives, and even CS professionals. Like many specialized roles, the boundaries of CS ops aren’t always black and white. But being comfortable and embracing this gray space is what will separate the good from the great—or in finance’s terms, the cost centers from the profit centers.

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Rants of a Customer Success Analyst: That’s a Wrap…. For Now

Education Services Group

Welcome to the end. The last three months have passed by so quickly and we’ve covered a lot in this series—. The role of Customer Success Analysts and the impact we can have, not only on the Customer Success organization, but the entire company, in bringing cross-functional collaboration and alignment. How to start small with your data integrity issues and the role Customer Success Operations can play in refining data and operational processes.

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What aviation taught me about customer enablement

MyCustomer

WIn 1979 I left school halfway through my A Levels to join a Commercial Pilot sponsored training scheme with the 3rd biggest UK commercial. 28th Jul 2022. By Stephen Hewett Global Partner.

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Enterprises Are Modernizing In The Cloud And At The Edge — Build A Backup Strategy To Match

Forrester's Customer Insights

Enterprises are using cloud and cloud-native technologies to digitally transform their businesses to be more creative, adaptive, and resilient. As they have done so, however, traditional backup strategies have struggled to protect corporate data in the face of new threats such as ransomware and in new locations such as the edge, hyperscaled cloud, and software-as-a-service […].

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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5 Ways Visual Engagement Technology Counters the Rising of Cost of Fuel in Field Service

TechSee

The rising cost of diesel and gas are hitting the balance sheets of contractors and corporations around the world. This pain is felt particularly acutely in the field service industry, where transportation costs are often considered unavoidable. This creates a dual pressure on field service leadership, to both reduce demand wherever possible, and improve the efficiency of their performance across every step.

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Customer Centricity And Personalization In Banking Need Product Externalization

Forrester's Customer Insights

Application architectures in banks cannot afford to treat product-centricity as a stepchild, but need to focus on it as much as on customer-centricity. Product externalization helps banks move in this direction.

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How Customer Loyalty Can Drive B2B SaaS Business Growth

Totango

Customer loyalty is a key to repeat business and referral generation for any business model. For B2B SaaS companies, customer loyalty drives subscription renewals and brand advocacy, making it a critical component of a profitable business model. This blog will look at why customer loyalty is vital for B2B SaaS businesses and how successful companies effectively cultivate it.

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Navigating Airlines Travel Experience with the Metaverse

ShepHyken

This week we feature an article by Prabhjinder Bedi, Chief Growth Officer at Tech Mahindra Business Process Services. He writes about the impact on the customer experience that metaverse will have on the travel industry and how customers and brands will navigate the new developments. Customer service in the travel industry begins when a person reveals an interest to explore and decides to travel.

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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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Product-Led Growth Index 2022

Gainsight

Foreword. In the tech industry, competition is driving the adoption of a new growth model. Increasing investments make it easier than ever to launch a new business, but the proliferation of new products in the market means it has never been more challenging to achieve growth. A traditional model based on the marketing and sales funnel no longer works effectively to build sustainable growth for subscription-based SaaS.

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Important KPIs to Track for High Touch SaaS

CustomerSuccessBox

How can you tell which projects your customer success team is working on are effective? Your high-touch customer success team will operate more productively if it can identify the KPIs and metrics early on. This makes the goals specific and measurable. Setting customer success metrics involves more than just measuring performance. KPIs are also concerned with the process, or how the team works to accomplish the goal.

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Jul 01 – Customer Success Jobs

SmartKarrot

Role: Director of Customer Success Location: Remote, United States Organization: Apollo GraphQL As a Director of Customer Success, you will lead and scale a world-class Customer Success organization. Develop effective ROI-focused customer success programs to ensure successful onboarding, adoption, retention, renewal, and expansion for the customers base.

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SaaS Buyer Personas: What Are They and Why Are They Essential?

SmartKarrot

Buyer personas are integral details for SaaS success. SaaS buyer personas will help understand the potential buyers better and focus on marketing, sales, and produce development accordingly. SaaS companies need to build buyer personas to address specific issues of the product and how it is suited to different people. What are SaaS Buyer Personas? A SaaS buyer persona is a write-up or representation of what the target buyer or prospective customer must look like.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.