Callminer

NOVEMBER 9, 2020

Further, malicious callers can manipulate customer service agents and automated systems to change account information, transfer money and more. Some fraudsters build a rapport with a particular agent or retail associate over time before requesting that they send a financial sum to their bank account.

Contact Center 345

Contact Center Engineering Scorecard Retail 345

ClearAction

MARCH 22, 2024

And nowhere is that more evident than in executing on the commitment to becoming customer-centric and making it more than just words.” ” It’s not about control or heroics or individual glory. — It’s about everyone keeping their eye on the ball: customers’ well-being.

Sports 62

Sports CX Scorecard Touchpoint 62

Totango

MAY 17, 2023

Last week at the TSIA World: Interact conference in Orlando, I spent time talking with several sales and CS leaders about the opportunity we have to lean into our C-suite partnerships and take the reins on defining the next generation of growth for our organizations. This reflects an opportunity to drive better alignment from the top.

Sales 106

Sales Sports AI Touchpoint 106

Intercom, Inc.

DECEMBER 16, 2019

Over the last two decades, account-based marketing (ABM) has been both hailed as a surefire win for B2B businesses and written off as little more than an industry buzzword. ABM’s mixed reputation reflects the challenges that companies have faced implementing an account-based approach. What is account-based marketing (ABM)?

B2B 189

B2B Sales CRM Touchpoint 189

Experience Investigators

OCTOBER 17, 2023

THIS is why convincing executive leadership to prioritize and invest in CX initiatives can be a challenge. Even if you believe you understand what it means to be customer-centric, or feel like you’re getting those nods of encouragement during conversations about CX, I encourage you to read this anyway.

CX 94

CX Customer Experience CX Transformation Net Promoter Score 94

Inside Customer Service

JUNE 23, 2022

This guide summarizes what I've learned about getting customers to give you a second chance after a service failure. Funches's study found that 70 percent of customers spread negative news about a company after experiencing a service failure. Yet customers don’t always proactively tell you about their problems or frustrations.

Customer Acquisition 162

Customer Acquisition Social Media Customer Retention Start-ups 162

ClientSuccess

SEPTEMBER 28, 2020

In the past few years, however, SaaS organizations – including executives, decision makers, and board members – have started to realize that a strong customer success department is critical to the long-term success of an organization. The bottom line: increase account growth and decrease customer churn.

NPS 105

NPS CRM Sales Start-ups 105

Inside Customer Service

AUGUST 25, 2022

This goes for how executives set strategy, how managers execute tactics, and how individual contributors perform their daily work. Unfortunately, executive leadership never fully committed to service culture. Here are just a few things I've heard: "It doesn't talk about accounting." Sound familiar?

Innovation 169

Innovation Customer Service 169

Intercom, Inc.

MARCH 3, 2021

That can be said of most businesses, at any scale, but too often the hard job of thinking about how businesses make decisions goes unexamined, never mind improved upon. Curious about this framework? Ask Gustavs and Patrick about the process behind it in a Q&A – check out our Twitter to learn more. Hungry for feedback.

Engineering 260

Engineering 260

Zendesk

MARCH 4, 2024

Join us in this episode as Muir shares his insights on navigating the aftermath of SVB’s collapse, the importance of teamwork in revolutionizing online banking, his perspectives on fostering cross-departmental collaboration, and the significance of an execution-driven mindset. I am a very execution-driven operator,” he says. “I

Engineering 52

Engineering Start-ups Sales Customer Expectations 52

Totango

JANUARY 22, 2024

Additionally, our CAB members are buzzing about AI. AI also emerged as a topic when we asked three of our executive leaders – Chief Marketing Officer Karen Budell , SVP of Customer Success Chris Dishman , and Chief Revenue Officer Dennis Reardon – to share their industry predictions for 2024.

AI 94

AI Engineering Business Growth Customer Acquisition 94

Intercom, Inc.

JULY 13, 2021

That’s why we’re upfront with candidates about what we look for in designers before they interview with us. We held people accountable for outcomes they don’t control. Many competencies we care about weren’t documented. Performance reviews are more effective and focused on what we care about. Clarity is kindness.

Scorecard 271

Scorecard Start-ups Engineering 271

Inside Customer Service

MAY 27, 2021

It's a diverse group, including CEOs, executives, middle managers, team leads, and frontline employees. Here are the top five reasons why we don't achieve our goals (and what you can do about it.). One executive created a set of ambitious goals at an executive retreat. Many have received conflicting advice.

Start-ups 147

Start-ups Social Media Contact Center Customer Service 147

ClientSuccess

OCTOBER 25, 2022

In addition to managing the day-to-day health and support of customer accounts, CSMs are tasked with building a strategic vision for customers and reviewing future challenges, wins, and opportunities. . What is a customer account review? Customer account reviews can happen on a quarterly, bi-annual, or even annual basis.

Innovation 74

Innovation Sales 74

ClientSuccess

FEBRUARY 8, 2023

The Account Executive (AE) that closed the initial – new logo – sale continues to collaborate with the CSM throughout the relationship and owns any expansion opportunities and the renewal. I’ve seen several titles associated with this role – Account Manager (AM), Renewals Specialist, Customer Account Executive, Client Executive, etc.

Sales 71

Sales Customer Relationship Customer Retention 71

Fonolo

OCTOBER 20, 2022

You likely have a few ideas about why data safety matters, but may wonder what targets you’re trying to hit. And more than ever, they’re making their preferences known with their pocketbooks and moving their allegiance to businesses who are transparent about their robust security practices. Account Take Overs.

Contact Center 146

Contact Center Start-ups Technology Technology 146

The Customer Service Blog

JULY 23, 2023

The banks have recently been condemned for failing to pass on higher interest rates to their customers who have money in savings accounts. However, the banks have stressed that accounts for regular savers, or those that lock money in for a fixed period of time, gave much better returns than instant-access products. In May there was £4.6

Customer Service 64

Customer Service Government Customer Satisfaction 64

Intercom, Inc.

OCTOBER 7, 2021

In 2018, it became clear we needed to scale, and fast – our APAC customer base had increased more than 900%, and about 10 to 12% of the company’s revenue was already there. In this episode, we go on a tour to the land down under and chat with Samira Alamudi , Sam Hoare , and Alex Burton to learn more about what’s it like to work from Sydney.

Start-ups 118

Start-ups Sales 118

Zendesk

MARCH 7, 2022

And it involves developing and executing that strategy. It’s about the way that you’ll do business going forward. The program is about your approach to successfully transforming the business and the customer experience. It’s about continuous improvement. Executive commitment and alignment. It’s a transformation.

Customer Experience 98

Customer Experience Government Start-ups CX 98

ClientSuccess

OCTOBER 5, 2020

When a new customer first comes onboard with an organization, the CSM will map out the customer lifecycle journey that highlights areas of growth potential within an account. Customer ROI goes beyond the monetary value of an account. Increasing ROI with better customer relationship management.

Customer Relationship Management 80

Customer Relationship Management Customer Relationship 80

Intercom, Inc.

NOVEMBER 14, 2018

They often care about far more than just their sales quota. As a sales leader, that means you have to be able to interpret and use data about your team and organization throughout the sales cycle. You can think about it this way: your KPIs are the key metrics you use to measure sales performance. Number of accounts contacted.

Sales 188

Sales Start-ups Finance Gaming 188

Experience Investigators

FEBRUARY 1, 2022

I talk to customer experience leaders every week who share how they might have heard talk about how important customer experience is for their organization, but they rarely see the action to back that up. They don’t feel supported and don’t have the real buy-in of the CEO and other executives. . That’s right.

Customer Experience 136

Customer Experience CXM Net Promoter Score Customer Experience Management 136

Sprinklr

OCTOBER 7, 2021

The proliferation of digital channels combined with the right technology lets you explore data and insights about competitors in ways you couldn’t before. We know that traditional competitive benchmarking is a slow, arduous process that is extremely time consuming for teams to execute and often fraught with human errors. Paid strategy.

Social Listening 102

Social Listening CXM Unstructured Data Social Media 102

Waypoint Group

MAY 24, 2022

Our first in this series about Marketing’s need to rise to the “subscription economy challenge” focused on creating shareholder value through a focus on NRR. Which would you rather show on your resume: (a) “Executed demand gen campaigns to increase sales-ready leads by 23%” OR. (b) Which accounts are likely to churn?

Sales 52

Sales Start-ups VOC 52

Intercom, Inc.

MAY 13, 2021

We recently sat down with Linda to chat about how customer success matures as you move upmarket and which strategies can help you to better serve your customers going forward. We’re delighted to chat with you about your work as a true leader in the CS sphere. Here are some of our favorite takeaways from the conversation.

Sales 177

Sales Start-ups Technology Technology 177

Intercom, Inc.

JUNE 2, 2021

By accounting for these differences at the beginning of each project, we can align on how to approach the solution. This type of innovation can factor into the business strategy, product strategy, and execution levels. At the execution level, does this project contribute directly to differentiation or closing product gaps?

Innovation 251

Innovation Start-ups Omnichannel NPS 251

Totango

APRIL 6, 2023

VBRs provide account-specific data with real-time metrics that increase customer engagement and retention. About 70 to 80% of Totango’s customers rely on the Outlook email client as their primary email system, and this integration is a plug-in available directly from Totango.

Innovation 85

Innovation Outlook CRM Sales 85

Intercom, Inc.

JUNE 26, 2018

A Sales Day gives Intercom staff the opportunity to come and work with the Sales team to learn more about how the team works, interacts with customers and prospects and what these particular conversations look like. The aim of this is to discuss our book of accounts and gain an insight into how our bigger customers are using Intercom.

Sales 163

Sales Engineering 163

ClientSuccess

MARCH 2, 2021

This is especially true for Account Executives and Customer Success Managers – two roles that work extremely close with customers (and each other) and tend to be rolled into one when thinking about customer account management . eBook: Customer Success as a Culture: Sales Leaders Edition.

Customer Relationship 62

Customer Relationship Customer Relationship Management NPS Sales 62

Customer Think

SEPTEMBER 17, 2021

We were talking about an account strategy. The sales person wanted to meet with the top executives of a very large corporation. I have to admit, and apologize to a few folks, I lost it in a meeting today. I’d been asked to help strategize this and help figure out how they attract the attention […].

Sales 72

Sales 72

Totango

DECEMBER 7, 2023

Each pod consists of two account executives, two customer success managers (CSMs), and a product manager who meet weekly to review Totango scorecard metrics for the vertical and discuss opportunities, risks, renewals, product roadmaps, and more. Our hypothesis is that NPS is going to improve for each vertical,” Hodges said. “We

Sales 89

Sales Scorecard NPS Customer Acquisition 89

Totango

JULY 8, 2021

Many of the companies we talk to today all have the same challenge: they are sick and tired of firefighting their customer accounts. With this system, alerts are automatically generated about any customer who requires attention – be it a customer with deteriorating health or an upsell opportunity that is set to renew soon.

Invoicing 65

Invoicing NPS Customer Retention Start-ups 65

Totango

FEBRUARY 5, 2021

Any CS team member knows that happy customers make for a thriving enterprise, but the same cannot always be said for C-level executives or your board of directors. Demonstrating the value of Customer Success to executives is crucial. Start by considering what’s most important to your executives. KPIs to Share With Executives.

Net Promoter Score 72

Net Promoter Score VOC Customer Feedback Innovation 72

Intercom, Inc.

OCTOBER 26, 2018

Sometimes they’re just account executives with a fancier title, or the two roles have simply been combined into one. Some sales teams consider a customer success manager as the post-sale counterpart of an account executive. And more importantly, you’ll reassure them about their decision to buy from you.

Sales 123

Sales Education Start-ups 123

Intercom, Inc.

JUNE 7, 2022

For many years, B2B companies have executed their inbound sales funnel in a traditional manner that looked a little something like this: Visitor prospects. One of the biggest concerns that people have about live chat for sales is that it’ll open the floodgates to an endless stream of messages that will drown your team. Learn more ?.

Sales 245

Sales Start-ups Touchpoint B2B 245

Zendesk

MARCH 6, 2023

I think it’s important to always celebrate Black History Month as a way to ensure that people of color are seen,” says Enterprise Account Executive David Horton, who helped organize the Black History Month events at Zendesk. Schools all over the country have changed, altered, or removed elements of Black history from the curriculum.

Education 105

Education 105

ClientSuccess

OCTOBER 12, 2022

Whether you’re investing in a customer success-specific platform for the first time, looking to expand your current tool’s functionality, or want to gain executive support for a new technical investment, here are a few things to focus on during your decision-making process: . What is the impact? Look at the bottom line .

NPS 76

NPS CRM Innovation Customer Satisfaction 76