Fri.Jan 15, 2021

15 Customer Success Predictions for 2021


Looking back at our Customer Success predictions for 2020 , I can’t help but wonder if our CEO, You Mon Tsang, was gazing into his own crystal ball. Before the pandemic hit, You Mon predicted that Customer Success would undergo its first pressure test. “Be Be prepared,” he forewarned.

Guest Post: How to Effectively Monitor Customer Experience


This week we feature an article from Thomas Fordham, Co-Founder and Chief Operating Officer at TAP London. H e shares different strategies to help your business monitor and measure customer satisfaction.


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Getting Smart About Omnichannel

CSM Magazine

Applying analytics to pinpoint customer relevancy. The value of positive customer experience continues to grow. The 2019 Gartner Customer Experience Management Survey found that 86% of respondents say they will compete based on customer experience (CX) two years from now.

What is a Vaccine Passport?


Vaccine passports are one way to revive industries stalled by the COVID-19 pandemic. Immunity passports were debated multiple times during 2020, but it’s the approval of vaccines in nations across the globe that has given rise to the potential to make vaccine passports a reality.

Why Is Patient Engagement Important? | Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

ReviewTrackers Wins Built In’s Best Places to Work 2021 Award




More Trending

Customer Success and Product Team Collaboration


A healthy Customer Success and Product team relationship is essential for high performing, high growth companies. When these functions aren’t aligned–you lose. Most software companies can point to areas of coordination between Success and Product and this is an excellent starting point.

The Evolution of the Tech Consumer


Technology isn’t the only thing that’s rapidly evolved in the past 25 years. The people who consume tech have also changed significantly.

How Customer Experience Is an Organization-wide Strategy


After writing on Customer Experience for different business functions, we realized a need to discuss Customer Experience as a holistic strategy that applies to the whole organization at large.

Watch: CRM Hack on Gamification and a CRM Analysis on Paul Smith


PostFunnel Insider is Optimove’s series of CRM know-how, tips, news, and analysis videos. This time, we got a new CRM hack on Gamification and a deep analysis on Paul Smith. All previous weekly shows All our videos on Optimove’s Youtube channel. CRM HACK: Gamification.

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How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

6 Ways Co-Browsing Will Add Value to your Business in 2021

ViiBE Blog

Often being seen as more important than the price of the product, customer experience reigns supreme. By creating a personalized support experience, co-browsing dramatically increases consumer satisfaction. Additionally, co-browsing helps streamline KPIs thus decreasing costs.

How to Evaluate Employees: A Performance Review Checklist


Did you know that 89% of HR leaders said that ongoing peer feedback and check-ins are critical for successful outcomes? Don’t Google this fact. Take our word for it; it’s true.

Webinar Recap: What the CDP?! With the CDP Institute and Smart Panda Labs


Couldn’t join us for our exclusive webinar with the Customer Data Platform Institute and Smart Panda Labs? Have no fear — we’re recapping it all here! Let’s dive into the best bits, top takeaways, and finally, an on-demand recording, The post Webinar Recap: What the CDP?!

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Watch: CRM Hack on Gamification and a CRM Analysis on Paul Smith


PostFunnel Insider is Optimove’s series of CRM know-how, tips, news, and analysis videos. This time, we got a new CRM hack on Gamification and a deep analysis on Paul Smith. All previous weekly shows All our videos on Optimove’s Youtube channel. CRM HACK: Gamification.

Video 52

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

Jan 15 – Customer Success Jobs


Role: Vice President of Customer Success Location: Remote, United States Organization: Community Brands As a Vice President of Customer Success, you will build, manage, support, and monitor the team within the organization.

5 ways to get your contact centre fit for 2021


Date: Friday, January 15, 2021 Author: Pauline Ashenden - Demand Generation Manager 5 ways to get your contact centre fit for 2021. Published on: January 15, 2021. Author: Pauline Ashenden - Demand Generation Manager The ongoing pandemic makes it difficult to predict the near-future.

The Rule of 40 for SaaS Companies: All You Need to Know


Large software companies who want to create a lasting value are measured against the Rule of 40. The rule of 40 is an easy way to understand how to balance profitability and growth. The rule of 40 says that the combined profit margin and growth rate should exceed 40 percent.

New MyC report: CX managers share how COVID-19 has influenced their strategies


Engagement MyC report: How COVID is influencing CX strategies

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

What B2B Marketing Leaders Are Measuring: Five Key Takeaways

Forrester's Customer Insights

Instead of asking leaders which metrics they feel are most important, we simply asked leaders which metrics appear on their top-level dashboards. Marketing Operations SiriusDecisions Research Marketing Measurement

How to design rating scale questions


We show you how to design and use rating scale questions in your survey, so you can get easy-to-interpret qualitative feedback data back.

Helping The Direct Selling Association (DSA) Members Transform Digitally for Long-Term Growth

Gold Research

+. (Photo of Ben Gamse). The Direct Selling Association (DSA) has selected Gold Research Inc, a leading customer journey and member experience research firm, to help its global members successfully digitally transform and position themselves for long-term growth

What Is Customers' Care?


Customer care is a lasting method of keeping a client safe. Customer care is one step ahead of traditional customer support by developing a special relationship. Although it does not involve the whole Point A to Point B customer journey , it is made up of a chain of interactions.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Top 10 Customer Success learnings


2020 was no normal year. It’s in the COVID lockdowns, economical challenges, anxiety distress, and whatnot. In all of this chaos. Customer Success was holding the fort. You kept the economical flywheel of your SaaS businesses going all through.

3 Ways to Increase Sales and Marketing Collaboration

Smarter CX

“Winning cures all problems.” ” – Kevin Harvick, professional racecar driver. Oftentimes in sports we’re told that winning is the cure to all problems. In the sports business, winning is certainly wonderful – but over the years, our sports customers have taught me that the real secret to success is collaboration to create a winning team on and off the court, ice, pitch, or field.

Voulez-Vous Parler Social Networks’ Content Moderation Policies?

Forrester's Customer Insights

My father told me once, “If you see something wrong happening in the world, you can either do nothing, or you can do something” And I already tried nothing.

What Is Digital Media? 3 Emerging Trends to Watch When Engaging With New Customers

Smarter CX

What is digital media? As innovation continues to drive the proliferation and evolution of online outreach, the answer to that question rapidly changes. The internet continues to offer individuals access to new digital content while introducing fresh opportunities for companies to engage with increasingly well-defined audiences. Let’s take a closer look at three leading digital media trends that have accelerated towards the mainstream over the past several years. Podcasting.

Considerations When Building Multilingual Communities

Speaker: Adrian Speyer, Head of Community for Vanilla

Communicating in your native language is very powerful and can make customers feel welcome and heard. However, creating multilingual communities online is not just important - it’s complicated. Successfully supporting customers in their own language goes much further than just translation; there are many things to consider. Join us on March 9th, 2021 at 12:00 PM ET, as Adrian Speyer, Head of Community for Vanilla, shares his years of experience in creating and working with companies looking to create global communities. He will unveil his secrets for your success and the things to watch out for when you decide to dip your toes into creating multilingual communities.