Mon.Sep 20, 2021

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The Impact of Knowledge Management for Self Service in Customer Service

CSM Magazine

The first choice for many consumers is now self-service. Studies have shown that almost 90% of clients anticipate a brand having its own service portal – and they prefer knowledge base enabled self-service channels such as FAQs. Managing knowledge is critical to successful self-service, but it’s difficult to achieve it. However, it can be done, and the payoffs can be huge.

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Contact Centres are the ‘Front Doors’ that welcome customers down under

NICE inContact

As the world continues to deal with the coronavirus and other challenges that affect our everyday lives, businesses and their customers agree that staying connected—and finding new ways to connect—is increasingly important for both groups.

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Not All Customers Are Created Equal

Doing CX Right

Businesses need to take extra care of high-value customers, or they'll go to a competitor Read & apply customer appreciation best practices. The post Not All Customers Are Created Equal appeared first on Doing CX Right.

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Businesses Must Manage Customers’ Expectations by Being Totally Transparent

The DiJulius Group

Today businesses are operating with a set of unconventional circumstances. There are a few obstacles nearly every business in all industries has in common: staff shortages and supply chain issues. As a result, both are significantly contributing to why overall customer satisfaction is at its lowest point in 15 years. While both factors may be. Read Full Article.

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The Ultimate Guide to Monetizing Customer Learning

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.

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Getting to Know You

SurveyGizmo

Results from the Alchemer Customer Survey. In August we ran a survey of our customer base to get to know who is using Alchemer and for what. Below you’ll find how people use Alchemer, how long people stay with Alchemer/SurveyGizmo, what steps people took to acquire Alchemer, and what are the most important deciding factors in selecting a survey platform.

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Top 10 Customer Success blogs to start reading today

CustomerSuccessBox

Over the last few years, we’ve seen a lot of growth in the Customer Success space, which means there’s now even more content out there on the web for you to research, consume and rely on. Let’s look at the top customer success blogs. CustomerSuccessBox. CustomerSuccessBox is an outcome-driven Customer Success software for B2B SaaS, which helps maximize retention, drive product adoption, and grow revenue for your B2B SaaS.

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Account Management Tools to Simplify the KAM Process

Kapta Customer Success

Retaining clients requires more than good reactive support and strong products. It requires proactive account management, anticipating client needs, and constantly strengthening the relationship. But without the data and technological resources to support those goals, you can't offer the top-tier service needed to make key account management successful.

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Experience Management Software: 10 Great Tools to Check Out in 2021

SurveySparrow

Imagine it’s your birthday, and you’re inviting everyone (except that annoying couple) to your party. Of course, as the host, you would want to make sure that your guests are enjoying themselves in every way. That is what experience management is about. However, capturing and improving experience is almost impossible without tools. That’s why you need experience management software.

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Marginal cost but high perceived value

Adrian Swinscoe

When brainstorming ideas and strategies to boost the length and value of their customer relationships, many firms come up with lots of fancy and expensive ideas […]. The post Marginal cost but high perceived value first appeared on Adrian Swinscoe.

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Reimagine Your Communications With A Unified Platform

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.

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5 Reasons Why You Should Hire a Marketing Agency for Your Business

CSM Magazine

If you are starting your own business, hiring a marketing agency is a good solution for getting it off to great start. But you may be wondering what the benefits are a marketing agency actually brings to your business. How is the marketing agency different from a freelancer? The more we look into it, the more we learn about the role of a marketing agency in the industry and how it can help our new business.

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Top 9 customer success podcasts to follow

CustomerSuccessBox

Some people have to read information to absorb it. Others need to hear it. Some people need a combination of visual and auditory instruction in order to fully understand. The Customer Success industry has grown over the last couple of years and will continue to have immense growth in the future too. And Podcasts are a great way to learn about the CS industry, who the major players are, and what they’re doing.

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High standards or just acceptable customer service?

Helen Dewdney

It is important to have high standards for customer service wherever you shop and whatever you are buying. In this article we’ll discuss briefly high standards, exceeding your expectations and your basic legal entitlements. Good customer service is what you should be paying for. Anything below this is not acceptable. This is also the case when you are buying a product.

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What’s In A Name? “Product” vs. “Service”

Forrester's Customer Insights

“What’s in a name? That which we call a rose By any other name would smell as sweet.” — William Shakespeare, Romeo and Juliet, Act 2 Scene 2 One conversation I’ve found myself in over the past twenty years is the debate over IT portfolio terminology: Application Service Product Platform Why is this important? Because organizations […].

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11 Tips to Drive Learning Content Consumption

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,

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5 Top Customer Service Articles of the Week 9-20-2021

ShepHyken

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. How To Find A Balance Between Automation And Empathy In Customer Service by Murph Krajewski. (Forbes) As employees seek more flexibility, contact centers — which are notorious for rigid, demanding job descriptions — could be at high risk of losing employees.

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Three Trends Transforming The Video Game Market

Forrester's Customer Insights

Over the past year and a half, we’ve been building out our coverage of the video game market, specifically on how enterprises can model their strategies to take advantage of innovation (see Level Up Your Cloud Strategy With Video Game Innovation and Lessons From Gaming: Lead With Cloud, Continuous Improvement, And Innovation). From this research, […].

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Inside Uplight’s PRISM Employee Resource Group

Uplight

Uplight’s PRISM Alliance Employee Resource Group (ERG) promotes an inclusive community for lesbian, bisexual, gay, transgender, queer employees, and allies. PRISM provides educational, support, social, and networking opportunities for LGBTQ(+) identifying employees and allies within the Uplight community. Here I speak to PRISM Alliance’s Allie Bull, Daniel Pollak, and Marina Octon about their experiences working Read More.

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Introducing The Forrester New Wave™: Workday Implementation Partners, Q3 2021

Forrester's Customer Insights

Workday has captured the hearts of many enterprise buyers looking to modernize their employee experience with its HCM software in a way competitors have struggled to match. In recent years Workday has sought to expand that foothold and compete more broadly to serve as the digital operations platform by expanding into financials and procurement. Forrester recently published The Forrester New Wave™: Workday Implementation Partners, Q3 […].

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How Retailers Are Transforming Customer Experiences with Data & 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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How to Create a Killer SaaS Product Documentation for your Customers

SmartKarrot

Documentation for your SaaS products is more than necessary. As you dwell in the subscription economy, you regularly interact with your customers. You might have had some experience in working with product documentations in the beginning, however, it is time to rev up your documents and take to another level. if that is what you have been wondering off late to know how to create a killer SaaS documentation or a product documentation for your customers, you are definitely on the right track.

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Stormy Times For Cloud Compliance?

Forrester's Customer Insights

Enterprise Risk Management (ERM) professionals are taking a hard look at compliance in the cloud.

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10 Awesome Customer Support Tips and Examples

CSM Magazine

Sam Walton, the founder of Walmart famously said – “The goal as a company is to have customer service that is not just the best, but legendary” In today’s competitive business world, it’s not just sunshine and rainbows. Businesses are bombarded with endless customer issues and of course, stories of poor support experiences. When the margin for error is so low, how do you improve your customer service?

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Customer Success Data & Analytics: Lessons Learned from Tennis

Education Services Group

In between sets of a professional singles tennis match, a court maintenance crew comes out to tend to the needs of the court. Among the checklist of validations performed is measuring the height of the net in select and vulnerable locations. In addition, there are also sometimes vertical support poles that stand against the net on both sides about a third of the way between the singles and doubles out lines.

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10 Questions to Ask Before Buying an LMS

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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The Most Common 5 Ws (and 1 H) of Survey Processing Services Answered

Magellan Solutions

Here is our answer to some Qs about Survey Processing Services. Outsourcing Outbound Survey Processing Services. can be tricky, there are just a lot of things to take note of like pricing and location. If you are not familiar with all this stuff, your business might fail or even close. We understand the struggle. So in this article, we compiled all of the most common questions we received about Survey Processing Services.

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Sep 20 – Customer Success Jobs

SmartKarrot

Role: Customer Success Manager Location: Remote, United States Organization: EZ Texting As a Customer Success Manager, you will drive upsells & retention revenue through an existing customer portfolio. Provide recommendations based on a customer’s business needs, communicating the value proposition at every stage of the buying process. Manage multiple customers simultaneously at various stages of the buying cycle.

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Swing Voters – September Update

2020 Research

The Latest Findings from Our Swing Voter Research. The Swing Voter Project , a collaboration between Schlesinger Group and Engagious , continued this month to understand how voters in key battleground states are thinking and talking about critical issues such as abortion, vaccine mandates and Afghanistan. Two online focus groups took place on September 14 with swing voters from the most competitive battleground states who voted for Donald Trump in 2016, then Joe Biden in 2020.

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