Issue 78 - How a Proactive CSM Manages Their Time. As a Customer Success Manager, you’re expected to be proactive. In a recent survey of over 700 CSMs, Glide Consulting LLC found that the most commonly reported frustration of a CSM was time management. MORE

Yet what is becoming clearer and clearer over time, is that despite the process of ‘mapping’ becoming more sophisticated over time (through the creation of prettier pictures), too few are using the mapping of the journey as one component of the art of customer journey MANAGEMENT. MORE

Crisis management for a space shuttle involves engineering and scientific logic. Crisis management for a service issue requires customer logic. It is that strategy that informs all crisis management tactics and communication responses. MORE

Background image courtesy of Unsplash Which should you focus on: reputation management or customer experience management? In walks reputation management. Most of reputation management is focused on pushing down negative search results. MORE

Of course, as you deal with technology in your enterprise activities, there is a need to manage your servers continuously. Fortunately, there are a lot of server management tools that you can utilize to keep your server efficient and reliable. MORE

I wanted to talk for a quick second about strategic management in customer experience. 20, which is crazy — you’ve probably heard many CCOs and other senior customer experience leaders talk about strategic management. This is your guide to strategic management in CX. MORE

The corporate world is very excited about the promise of improving customer experience, with an eye toward creating better financial outcomes. A Gartner Study found that in 2016, 89% of companies planned to differentiate themselves primarily based on their customer experience. MORE

Unlike multichannel service, omnichannel customer service considers the entire customer journey, and manages the escalations and transitions between channels and customer service representatives that sometimes need to occur to successfully resolve a customer issue. MORE

Here are 10 useful tips to manage business continuity during a crisis and ensure IT resilience. Appoint a Business Continuity and Disaster Management Team. Answering these concerns will help you map out a business continuity and disaster management plan that actually works. MORE

We are in an age of computing evolution. IDC has talked for many years about the ongoing shift in the ICT industry, where we see a new platform that enables organizations to adopt new innovations and create continued growth. IDC calls this the 3rd Platform MORE

Call Center Customer Experience Customer Service Infographic Management Customer experience doesn’t happen by chance. It takes the right combination of insights and actions that result in the positive bottom-line impact that supports revenue positive growth in an organization. MORE

The post 6 Reasons Why Senior Managers Get So Soft appeared first on Steve DiGioia and was written by Steve DiGioia. Management manager weak managerThis original article was written by Steve DiGioia. Remember that guy you used to work with years ago, the one that was always “burning the midnight oil”, and the one that was driven like no other and was on a fast track to promotion after promotion? We all knew he would “be the boss” someday. MORE

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. Customer Service Blog MORE

Those not in management think a manager’s job is easy. So, how do you like being a manager now? “It’s I’ve been parking next to the side door for years but now the boss wants me to “act like a manager ” and park where I’m supposed to. how did YOU get that promotion? MORE

Verint’s John Chmaj, senior practice director for knowledge management, recently shared his thoughts with the Technology Services Industry Association (TSIA) about why knowledge management can be a potential game changer. MORE

Use management people skills to ensure these 4 situations don't ruin your success. The post Management #PeopleSkills: How Procedures Quietly Block Listening appeared first on KateNasser.com. Don't let procedures block listening. MORE

Now that product and price are no longer the big differentiators in retail, managing the customer experience is crucial to staying competitive. Unfortunately, many retailers have the wrong idea about customer experience management. MORE

Some of these factors include your organizational change readiness, your organizational structure and resources, the quality of the agents and contact center management team, how the tool is used, and your adoption strategy. . The post 6 Keys to Successful Contact Center Technology Change Management appeared first on inContact Blog. Call Center Best Practices Contact Center Management Customer ExperienceChange is hard. As humans we are creatures of habit. MORE

Over the past few years, KM customers and prospects have increasingly asked Verint to help them define, deliver and measure KM value. MORE

Why do leading brands manage their customer experience? Managing the customer experience has obvious benefits , of course. Why the mystery shops, customer satisfaction surveys, and in-store customer interviews? Forget “It’s nice to know how we’re doing.” MORE

When asked about his success over his 31-year career at Whirlpool, CEO Jeff Fettig echoes a refrain often cited by executives behind the world's leading companies. "I I am here today in part due to a handful of people who, before it was in vogue, provided coaching and mentoring to me early in my career. That helped me to develop," Fettig told Forbes MORE

Talent management. Age of the Customer Customer Experience Talent management customer obsessionEmployees are the lifeblood of a customer-obsessed enterprise. No matter how advanced a company's technology, how big its data, or how trendy it's marketing, businesses today simply cannot succeed without employees who devote themselves to customers. However, many companies struggle to build a customer-obsessed workforce because they: Read more Categories: Age of the Customer. MORE

In this article, I will discuss the seven categories of Customer Lifecycle events and how Customer Success professionals can leverage each of these to maximize the value of their solution: Customer Lifecycle Management Customer Success Management MORE

With careful consideration and a few adjustments, you could be a master of customer expectation management. The only way to really manage customer expectations in this scenario is to be aware of what the best of the best are doing, and take a page from their book. MORE

A new software category introduced by Gartner called Workforce Engagement Management (WEM) refers to the suite of products that helps companies manage and improve employee engagement. Workforce Engagement Management. Time management. Task management. MORE

Did you know that customer support managers who work alone earn more than those who manage a team of agents? Another 10% of Managers reported earning less than $30,000. Unusually high customer support manager salaries. Unusually low customer support manager salaries. MORE

What is Customer Experience Management? Customer Experience Management (CEM or CXM) is a business and technology term used to describe the process or system for tracking, managing, and organizing every interaction between a customer and a company throughout the customer’s entire journey. MORE

Luckily, there are countless solutions available to contact center managers today to help improve productivity, performance and overall customer experience. Managers are able to break down the calls being recorded and filter out data that is relevant at the time (i.e. This tool allows managers to search for specific key words, terms or phrases, then create a report showing the trends in your contact center. MORE

Many contact center performance management solutions fail simply because the organization tries to make sense of all the data, without properly defining goals and what they are looking for first. The post The Key to Performance Management Success appeared first on inContact Blog. MORE

The pendulum is rapidly shifting from what used to be known as customer service to the more proactive model of customer engagement. Engaged customers share the following traits: Advocate for the brand: They share positive views with friends, family and online communities. MORE

What do you expect will have to change in your CX program a year from now? MORE

Image courtesy of pedrosimoes7 Do people leave managers or do they leave companies? My last few posts have focused a bit more on culture and leadership (or lack thereof); in today's post, I'll continue the trend with a focus on management sins. MORE

The Workforce Engagement Management (WEM) space (also known as Adaptive WFO) is taking shape as an evolution out of the Workforce Optimization category as companies aim to do more than simply review interactions or seek to maximize efficiency. MORE

Doing it effectively will test any organization’s ability to manage its most valuable resources, the very people who serve customers. Call Center Communication Customer Service ManagementThe customer service industry is complicated. MORE

The post 3 Critical Change Management Steps appeared first on Beyond Philosophy | CX Consultants | Customer Experience. Changing your culture is never an easy task. Your culture is the way it is because of the way the organization is. MORE

Whether you’re a management professional or a frontline representative, it’s essential to manage customer expectations to the best of your ability. In this post, we’ll share how you can use your words to manage customer expectations. MORE

Thinking back on my time in Operations, like so many other people I spent a significant amount of time trying to understand the root cause of the quality management (QM) opportunities in my organization. MORE

SaaS Tattler Issue 89 - Should Customer Success Managers be product experts? • Customer Success is Product Management. • 5 Proven Ways Product Managers Empower Customer Success Teams. MORE

We recently checked in with them to discuss some of the challenges enterprises face in managing customer experience today. The post The Challenges of Customer Experience Management appeared first on Mike Wittenstein. This Interview was conducted by ReachForce and first appeared March 9, 2016 Mike Wittenstein leads Storyminers, a pioneering customer experience design firm based in Atlanta. MORE

Image courtesy of B Gilmour How well are your change management efforts going? The steps come from his 1996 book, Leading Change , which outlines the eight critical success factors for change management. change change management customer experience MORE

This will be a shorter post — end of the year and holidays — but I know a lot of people are thinking about strategic management as they transition from one calendar year to the next. Strategic management and the four pillars. Strategic management in customer experience. MORE

While most service companies are using mobility to improve efficiency and productivity in the name of meeting service level agreement (SLA) requirements and cutting costs, the next phase of service evolution will require better use and sharing of customer, machine and service data — and that will require the use of knowledge management capabilities. Many factors are driving the adoption of knowledge management capabilities. MORE

Most small business owners aren’t managing their reviews well. Many feel they don’t have the time to focus on review management. Review management is useless… In their mind, review management is a luxury. “Reviews should be ignored.” MORE