Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Help Scout

DECEMBER 26, 2018

The Art of Negotiation. Our VP of Finance, Shawna Fisher, delivered a talk at a company retreat about how negotiation is best understood not as a face-to-face confrontation, but as a side-by-side, problem-solving journey: “Negotiation is fundamentally about human interaction. Sales as a Service. Piece of cake, right?”.

Sales 40

Sales Finance 40

Totango

JULY 19, 2021

It may be wise to look for applicants coming from diverse backgrounds, such as those with customer relations, sales or other service-orientated backgrounds. Talent for soothing angry customers and good negotiation skills. So, how can you create a customer success team that will give you the results you want?

Start-ups 123

Start-ups Customer Feedback Education Sales 123

PeopleMetrics

DECEMBER 12, 2017

Typically leveraged by Sales & Marketing teams, CRMs help to centralize the management of leads and improve customer relationships with ultimate objective of driving customer retention and sales growth. P.S. What did you think of this blog post? Talk to David.

CEM 84

CEM CRM Customer Relationship Management VOC 84

PeopleMetrics

DECEMBER 27, 2019

In this blog post, we are focusing on the internal help you will need. IT can also help create an automated system for this process, such as connecting a point-of-sale system or CRM to your VoC software platform via an API. The Information Technology (IT) Department. Let’s begin with the information technology (IT) department.

VOC 82

VOC Legal CEM Pharmaceutical 82

SugarCRM

MAY 23, 2023

In our previous two blog posts, we discussed the core features of sales automation and lead management that a CRM needs to deliver complete functionality. Continuing on the same note, this blog post will discuss the core service and customer support features a CRM needs.

CRM 26

CRM Case Management Omnichannel Sales 26

Intercom, Inc.

JUNE 21, 2018

Whether you’re at an early-stage startup that’s just made its first sales hires, or part of a fast-moving sales team in a large organization, the key to success often comes down to efficiency. Then, the sales team went to work. When making a sales hire, Max pays attention to the way candidates approach getting the job.

Sales 183

Sales Start-ups Finance Education 183

ClientSuccess

JUNE 17, 2019

While some organizations have CSMs handle the entire upsell process, others bring in sales team members to help facilitate negotiating and contracts. CSMs, sales reps, marketing team members, and product developers all have a different lens through which they engage with customers.

Touchpoint 42

Touchpoint Sales 42

Intercom, Inc.

APRIL 18, 2019

Customer Success was barely a discipline when Anthony joined Gainsight, but thanks to the rise of SaaS and subscription-based business models more generally, where retaining and providing value to your existing customers is a non-negotiable, the category has exploded. So too has Gainsight’s revenue. So how can we do more of that?

Education 112

Education Start-ups Technology Technology 112

PeopleMetrics

MAY 16, 2018

Skilled in Operations; Technical Leadership & Product Management; Negotiation; Sales; Customer Relationship Management (CRM); Go-to-market Strategies & Managed/Professional Services, David is a strong strategic and operational leader and holds an MBA in Finance from Wharton School, University of Pennsylvania.

Customer Satisfaction 48

Customer Satisfaction CEM Customer Experience Finance 48

PeopleMetrics

NOVEMBER 2, 2017

Skilled in Operations; Technical Leadership & Product Management; Negotiation; Sales; Customer Relationship Management (CRM); Go-to-market Strategies & Managed/Professional Services, David is a strong strategic and operational leader and holds an MBA in Finance from Wharton School, University of Pennsylvania. Talk to David.

Hospitality 91

Hospitality Hospitality Finance Compliance 91

Comm100

NOVEMBER 10, 2020

I’m going to assume you’re already sold on the benefits of live chat as a digital customer service channel (if you’re not convinced, read this blog: Top 10 Live Chat Benefits you Need to Know (think increased sales, reduced expenses, and improved customer loyalty). Avoid the cost and time of building your own software .

E-commerce 52

E-commerce Engineering Healthcare CRM 52

PeopleMetrics

FEBRUARY 26, 2018

the folks they've endeared themselves to since the start of the sales pursuit. "We Promoters can be referred to Customer Success or Sales & Marketing for testimonials or case studies. P.S. What did you think of this blog post? We love these guys!". That's great, but the fact is that end-users are your customers too.

NPS 96

NPS Net Promoter Score B2B CRM 96

ClientSuccess

FEBRUARY 22, 2019

In a perfect world, this wouldn’t be a problem because marketing and sales have done their job to set proper expectations from the start. Whether the craziness comes from negotiations, confusion, or customer escalations, it will be there, and when it hits, CSMs can’t lose their cool. They don’t want another sales pitch.

Start-ups 58

Start-ups Sales Innovation Technology 58

Intercom

JANUARY 11, 2024

Marketing, customer care, operations, sales – all sorts of things on the go-to-market side and also a little bit on the product side. A colleague and I are working on a series of blog posts about this. ” If they haven’t achieved what they were hoping to achieve, it becomes a pushy sales conversation. Are you happy?

Customer Service 86

Customer Service CX AI Start-ups 86

Comm100

AUGUST 11, 2016

Negotiation Skills. According to Herb Cohen, the author of You Can Negotiate Anything , negotiation is “A field of knowledge and endeavor that focuses on gaining the favor of people from whom we want things.” In order to negotiate with customers, you should: Gain common ground. Multi-Tasking Skills.

Customer Service 43

Customer Service Start-ups Gaming Manufacturing 43

PeopleMetrics

JANUARY 10, 2018

Skilled in Operations; Technical Leadership & Product Management; Negotiation; Sales; Customer Relationship Management (CRM); Go-to-market Strategies & Managed/Professional Services, David is a strong strategic and operational leader and holds an MBA in Finance from Wharton School, University of Pennsylvania. Talk to David.

CEM 74

CEM Close the Loop Text Analytics Social Media 74

ClientSuccess

NOVEMBER 21, 2017

It’s important to remember, however, that a customer in an upsell position, no matter how mutually beneficial or respectful the relationship, is still in the middle of a sales cycle. As any sales professional can attest to, this can often lead to long periods of silence on a customer’s end. 3 Keys to Restoring Customer Confidence.

Customer Relationship 50

Customer Relationship Start-ups Sales Customer Satisfaction 50

ClientSuccess

JANUARY 5, 2018

It is often an important topic of sales negotiation conversations, and is almost always brought up during the decision making process. Customer Success Can Impact The Entire Sales Cycle. A customer success engagement model refers to the process of engaging with new customers post-sales.

Customer Feedback 40

Customer Feedback Sales Customer Satisfaction Technology 40

Comm100

DECEMBER 12, 2017

The sales cycle is a well-known and long used tool in business. The focus in the sales cycle is very much on overcoming opposition and conversion. Attempts to negotiate a better rate as an existing customer and is transferred to a Tier 2 agent who says there is nothing that can be done, but offers 20% discount to stay with service.

Customer Journey Map 58

Customer Journey Map Customer Experience Touchpoint Social Media 58

ClientSuccess

JULY 5, 2017

5 Common Success Post-Sales Pitfalls. In order to make sure your CSMs are prepared, take a look at these common post-sales pitfalls, strategies for success, and best practices at every point of the post-sales customer lifecycle to ensure critical issues don’t slip through the cracks. The Sales Handoff Strategy.

Sales 40

Sales Customer Satisfaction Customer Relationship NPS 40

Comm100

FEBRUARY 7, 2018

More than anyone, enterprises can come out affected by whether or not a software provider has inflexible contract negotiation practices. According to Gartner , one of the downfalls of both Salesforce and Oracle is that customers have given the companies “comparatively low scores for contract negotiations and pricing flexibility.”

CRM 41

CRM Social Media Start-ups Touchpoint 41

ProProfs

MARCH 19, 2021

Considering the significance of soft skills for modern employees, in this blog post, I’ll be discussing at length everything you ever wanted to know about soft skills and soft skills training. Increased Sales. Employees who undergo soft skills training are good at convincing clients and negotiating deals with them. Adaptability.

Education 52

Education Start-ups Business Operations Construction 52

PeopleMetrics

JANUARY 25, 2018

Skilled in Operations; Technical Leadership & Product Management; Negotiation; Sales; Customer Relationship Management (CRM); Go-to-market Strategies & Managed/Professional Services, David is a strong strategic and operational leader and holds an MBA in Finance from Wharton School, University of Pennsylvania.

Education 79

Education Compliance Government CRM 79

Intercom, Inc.

SEPTEMBER 19, 2019

This is the recipe for a mediocre sales team. On this week’s episode, I caught up with Steli to chat all things sales. It’s a timely conversation for us, coming hot on the heels of the release of our book Intercom on Sales last month and Steli’s own book The 2020 Startup Sales Playbook this week. to Close.com.

Sales 184

Sales Sports Start-ups Gaming 184

ClientSuccess

MAY 31, 2018

For those just joining our blog series CSM from the Trenches, welcome. Because the needs of the business evolve so quickly, customer success is uniquely responsible for keeping all of product, engineering, marketing, and sales informed of the news on the frontline. I love that; as our clients are successful, we’re successful.

Start-ups 40

Start-ups Engineering Sales Customer Experience 40

Comm100

NOVEMBER 8, 2017

This blog post will take you through a series of good customer service skills that you should look for when hiring live chat agents, and will give you some tips on how to spot these skills in your candidates. Ability to Negotiate. This is where an agent’s ability to negotiate can prove valuable. Are they ambitious?

Customer Service 42

Customer Service Start-ups Construction Customer Satisfaction 42

Comm100

FEBRUARY 7, 2018

By keeping this list in sight during research — or using it to ask your vendor questions during a sales pitch — you will be able to avoid hidden drawbacks and make an informed decision about which customer engagement solution is right for your company. Does the CRM software vendor allow sales forecasting and real-time performance tracking?

Social Media 41

Social Media CRM Invoicing Omnichannel 41

Comm100

FEBRUARY 6, 2018

This blog post will cover several of the top, most sought-out customer engagement tools on the market. Salesforce has faced complaints about contract negotiations and low pricing flexibility. Price : Sales Cloud ranges from $25-$300/user/month. Sales + Service Cloud ranges from $100-$325/user/month. Business size : Small.

Social Media 41

Social Media CRM Omnichannel Invoicing 41

Intercom, Inc.

MAY 31, 2018

Steli is the CEO of Close.io , an inside sales CRM that helps startups and SMBs generate high-quality leads and close more deals. When he’s not building software, Steli’s sharing content with the wider sales community through the Close.io Above all, Steli believes the key to success in sales is qualifying leads well.

Sales 223

Sales Non-Profits Start-ups CRM 223

Intercom, Inc.

SEPTEMBER 22, 2022

Now, there are these three blog posts,” and it was just kind of a jumbled mess. “Even the idea of doing sales or interviewing a customer is a huge leap for them because, in many large companies, the developers are actively kept away from the customers” Michele: Yeah. Liam: I love the title as well.

Start-ups 138

Start-ups Invoicing Education Sales 138

Comm100

SEPTEMBER 7, 2017

This question should point to a prospective agent’s ability to negotiate with the customer, and use their resourcefulness to come up with a workable solution. Unfortunately however, the coupon was only available for online purchases—not in-store sales. What did you do to ensure their satisfaction?

Sports 44

Sports Customer Service Start-ups Construction 44

ProProfs

OCTOBER 26, 2022

In this blog, you’ll learn all about customer service assessments, including how to create and optimize them and what skills and attributes to measure using them. Negotiation Skills. Negotiation skills can be very useful for customer service representatives. What Is a Customer Service Assessment? View This Assessment.

Customer Service 52

Customer Service Entertainment Start-ups Sales 52

Intercom, Inc.

NOVEMBER 7, 2018

If you have a sales team, what about their salaries and commissions? On a longer term basis (monthly, quarterly, and annually) you’ll be using a more comprehensive view of CAC with your marketing, sales, and finance teams. It’s essentially a cap we pre-negotiate with our finance team. Some will have very low CAC (e.g.,

Customer Acquisition 202

Customer Acquisition Non-Profits Finance Start-ups 202

Intercom, Inc.

NOVEMBER 23, 2022

Behind closed doors, negotiations are dragged on for months while founders and executives figure out ways to eliminate friction and create a synergy that can drive the most value of their shared cultures, processes, and systems. “Subscription businesses are spending 55% to 65% of their budgets on sales and marketing.

Start-ups 118

Start-ups Sales Government B2B 118

ProProfs

DECEMBER 27, 2022

85% of customers report being dissatisfied with their sales call experiences, according to Salesforce. . This shocking statistic underlines the need to create better sales teams and processes by hiring the right salespeople and sales managers and delivering top-quality sales training. . What Is Sales Assessment? .

Sales 52

Sales Retail Gaming Start-ups 52

Intercom, Inc.

JANUARY 23, 2020

That meant producing useful content, not thinly veiled sales pitches. From the customer’s point of view, partnerships are a non-negotiable. I even remember training the Recurly sales team about our products. Nick explains their approach: “We didn’t think of it like traditional marketing. They email.

Finance 183

Finance Innovation Start-ups Sales 183