Intercom, Inc.

MARCH 12, 2019

A little over a year ago, I got the opportunity to start a new team within our sales organization – a team of Relationship Managers dedicated to growing our current customers at scale. As part of this shift, we identified thousands of customers whom we believed would benefit from scaled account management , a new sales motion for Intercom.

Sales 171

Sales Start-ups Government Gaming 171

Aquire

AUGUST 26, 2021

Customer experience managers around the world understand the importance of focusing on customer relationship optimization. But what many miss is that customer experience extends far beyond the sale. So, let’s take a look at 5 different ways to perform customer relationship optimization. Use customer support technology.

Customer Relationship 98

Customer Relationship Omnichannel Start-ups Social Media 98

Experience Investigators

FEBRUARY 6, 2024

Every team at an organization must prove how their work contributes to the bottom line — and customer experience is no exception. We know CX teams can deliver significant business advantages: Satisfied customers are much more likely to purchase more Revenue grows 40% faster by providing personalized experiences Businesses achieve a 2.3x

Net Promoter Score 98

Net Promoter Score CX NPS Artificial Intelligence 98

Comm100

FEBRUARY 10, 2022

One of the driving forces for workers in the public sector is the desire to make a difference. In a survey conducted by McKinsey & Company comparing customer experience (CX) in the public and private sectors, private companies came out far ahead. Thankfully, with room for growth comes opportunity.

Government 52

Government Customer Experience Social Media CX 52

Customer Bliss

DECEMBER 6, 2018

In today’s episode, I chat with Alvin Stokes , Senior VP of Customer Experience at Cable & Wireless Communications (C&W) , and we discuss how he began a CX transformation in an international telecommunications industry spanning 17 markets. Serve Customers with Passion. Build the Foundation and Improve Upon it.

CX Transformation 72

CX Transformation CX NPS Entertainment 72

Zendesk

DECEMBER 6, 2021

It’s easy to talk about being a customer-first organization. It’s comforting to think that everyone in the organization puts the customer first. This attitude should, in theory, lead to happier customers, better business outcomes, and the type of place anyone would love to work. What is a customer-first strategy?

Close the Loop 98

Close the Loop VOC Start-ups Retail 98

Steven Van Belleghem

MARCH 19, 2023

Launched in 1980, in a Japan that was overly brand obsessed, it profiled itself as the antithesis of consumerism: by offering generic, brand-less and anonymous products as a statement against excessive labeling and the high price tags accompanying luxury goods. And it strives to constantly find ways to better the customer experience.

Non-Profits 104

Non-Profits Agriculture CX Manufacturing 104

Beyond Philosophy

MARCH 19, 2015

with the bottom line statement that “A decline in the percentage of unemployed and underemployed Americans may have some influence on the percentage of engaged workers. and, to the degree that engagement level can impact staff turnover and productivity, both key contributors to profitability, this is a fair statement. correlation.

Customer Experience 104

Customer Experience Customer Loyalty Innovation Customer Satisfaction 104

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers. Proactively guide customer growth.

Customer Retention 84

Customer Retention Customer Journey Map Net Promoter Score Scorecard 84

Intercom, Inc.

DECEMBER 5, 2019

New SaaS companies spend the majority of their time trying to determine three things: how they’ll develop a great product, how to show customers it’s relevant to their needs, and how to get to market. They often struggle, however, to define their mission (beyond simply making money). Get some great customer stories and case studies.

Artificial Intelligence 118

Artificial Intelligence AI Start-ups Outlook 118

Intercom, Inc.

DECEMBER 13, 2018

Facebook’s mission statement has been examined everywhere from college business case studies to the hallowed halls of the United States Congress. It’s easy to connect the dots between mission and product when you consider the social media behemoth’s more than 2 billion worldwide users. Short on time?

Pharmaceutical 151

Pharmaceutical Start-ups Gaming Sales 151

Fonolo

MARCH 4, 2020

“How does ADP do customer service so well?”. Amar Sidhu leans in and chuckles, “That’s easy — we’re customer-obsessed.”. I sat down in conversation with Sidhu at the tail-end of 2019, the year that his team took home the prestigious Customer Obsessed Award from the Customer Service Professionals Network (CSPN) annual conference.

Customer Service 122

Customer Service Contact Center Net Promoter Score NPS 122

Lumoa

DECEMBER 15, 2022

Voice of Customer (VoC) is not a new concept. It’s a strategy that many companies have used for years to understand and prioritize customer needs. In this article, we’ll go over what Voice of Customer data analytics is and the different types. In This Article: What is Voice of Customer Analytics?

VOC 94

VOC Social Media Close the Loop Customer Feedback 94

C3Centricity

OCTOBER 1, 2019

And customer satisfaction is becoming insufficient to drive growth alone. For them customer satisfaction is not enough; they want their guests to be enchanted, enthralled, excited, so that a return visit is a “no brainer”; no other hotel choice would make sense! Companies need to deliver more, a lot more!

Customer Satisfaction 72

Customer Satisfaction CRM Transportation Innovation 72

Qualtrics

FEBRUARY 20, 2020

For 20 of the last 24 years, I ran businesses for Nielsen with double-digit revenue growth and managed thousands of employees. On how people analytics can drive direct impact: Our philosophy is “Insight without outcome is overhead.”. People analytics can help answer these questions in a way that drives direct business impact.

Touchpoint 40

Touchpoint Sales Innovation Technology 40

ClientSuccess

APRIL 4, 2017

Mitch Mcfarlane, SVP of Product and Customer Experience at Instructure , recently spoke alongside several other customer success executives and leaders at the CS100 Summit 2016 in Park City, Utah. At Instructure, Mitch succeeded in scaling customer experience from 3 to over 300 employees in just 5 years. Knowing who you are.”.

NPS 40

NPS Start-ups Sales Education 40

Zendesk

JULY 25, 2022

White space allows companies to increase the volume and velocity of their sales while further building their customer relationships. White space analysis is the process companies use to evaluate their existing products, services, and markets to address unmet customer needs. Expanded customer base. Cross-selling.

Innovation 52

Innovation Sales Non-Profits Start-ups 52

Callminer

OCTOBER 3, 2019

Empathy, exceptional listening skills (and a willingness to listen to the customer ) are also important traits for call center reps to possess. Because your call center representatives play a major role in how your company (or your clients’ companies) are perceived by customers, your reps’ characteristics have a big impact on quality.

Customer Service 186

Customer Service Construction Social Media Innovation 186

ProProfs

MAY 4, 2023

But before we learn about this uniquely powerful employee engagement strategy , let’s understand what employee engagement is and why it’s super-important for business growth. Engaged employees believe in their company’s mission and values and work enthusiastically and passionately. Let’s get right into it! What Is Employee Engagement?

Net Promoter Score 52

Net Promoter Score Start-ups Sports Innovation 52

Fonolo

FEBRUARY 20, 2020

“How does ADP do customer service so well?”. Amar Sidhu leans in and chuckles, “That’s easy — we’re customer-obsessed.”. I sat down in conversation with Sidhu at the tail-end of 2019, the year that his team took home the prestigious Customer Obsessed Award from the Customer Service Professionals Network (CSPN) annual conference.

Customer Service 67

Customer Service Net Promoter Score Contact Center NPS 67

ClientSuccess

APRIL 7, 2017

Once a deal is signed, the ink is dry, and the kick off meeting is scheduled, it’s time for your customer success managers (CSMs) to drive a proactive approach to an awesome customer experience. This is where you move from logo to people oriented customer success. The Hand Off of People’s Goals and Needs. Executives.

Customer-Centric Organization 40

Customer-Centric Organization Start-ups Customer Relationship Sales 40

Comm100

JUNE 19, 2018

Hearing the philosophies that power world-class companies to deliver exceptional customer experiences is incredibly inspiring, and can drive you to adjust the same philosophies that affect your processes. At Disney, one of the most important parts of having a strong customer focus is having a common purpose and a clear brand promise.

Contact Center 40

Contact Center Entertainment Start-ups CX 40

Customer Bliss

FEBRUARY 8, 2018

We recently learned that a good friend of ours and member of the Customer Experience Professionals Association , Diana Helfinstine , VP of Customer Experience at Essilor , the world’s largest manufacturer of eyeglasses has passed away. Align Business Visions and Assess Work to Be Done. CX #CustExp Click To Tweet.

Manufacturing 40

Manufacturing CX B2C Innovation 40

Aquire

JANUARY 27, 2022

Improving customer satisfaction is a primary focus for many companies. It can have a litany of positive effects for your business: everything from reduced customer churn and better customer loyalty, through to increased word-of-mouth marketing. Actively seek feedback across the entire customer journey. Measure KPIs. “A

Customer Satisfaction 52

Customer Satisfaction Social Media Omnichannel Net Promoter Score 52

Intercom, Inc.

MAY 28, 2019

These days customers want to know not just what products and services a business can provide, but the mission that drives the company at its core, the promise it’s making to its users. But it’s really the perfect format for celebrating our customers, the actual people who use the product. The Intercom brand promise.

Customer Relationship 217

Customer Relationship Start-ups 217

Totango

JULY 1, 2022

Customer loyalty is a key to repeat business and referral generation for any business model. For B2B SaaS companies, customer loyalty drives subscription renewals and brand advocacy, making it a critical component of a profitable business model. First, we’ll discuss what customer loyalty is. What Is Customer Loyalty?

Customer Loyalty 107

Customer Loyalty Business Growth B2B Net Promoter Score 107

Intercom, Inc.

OCTOBER 29, 2020

Here are a few quick takeaways: Focus on your customers. Make it easy for customers to talk to you, and vice versa. Frequent touch points and positive interactions will create strong relationships and build customer loyalty. So huge, huge growth during that time. Short on time? And I met my husband, Eric, out here.

Start-ups 209

Start-ups Sports Engineering Artificial Intelligence 209

Intercom, Inc.

MARCH 14, 2019

These days, progressive, modern marketers like you and me are always hearing about customer centric marketing. We know that it’s customers, not brands, who hold the power. Leela Srinivasan , CMO at Survey Monkey, is on a mission to change this. 6 ways to create a customer-centric culture.

Customer Acquisition 178

Customer Acquisition Customer Feedback Customer-Centric Organization Construction 178

Intercom, Inc.

NOVEMBER 28, 2018

It can be tempting to believe that simply adding tools will make your sales team more productive or drive faster growth. “Tools should improve your sales process, not replace your ability to perform mission critical tasks” I’ve also seen teams drown in a sea of tools with overlapping functionality. Salesforce.

Sales 192

Sales CRM Customer Relationship Management Start-ups 192

Intercom, Inc.

JULY 4, 2018

At a glimpse, this actually makes sense – if customers are willing to shell out cash, surely that’s a great way to ensure you build only valuable stuff. pithy statement: “Marketing is what you do when your product or service sucks.” All you need to worry about is building something customers love. Product-first contrasts this.

Gambling 191

Gambling Start-ups Innovation Sales 191

Intercom, Inc.

JULY 4, 2018

At a glimpse, this actually makes sense – if customers are willing to shell out cash, surely that’s a great way to ensure you build only valuable stuff. pithy statement: “Marketing is what you do when your product or service sucks.” All you need to worry about is building something customers love. Product-first contrasts this.

Gambling 165

Gambling Start-ups Innovation Sales 165

Intercom, Inc.

NOVEMBER 25, 2019

As your business scales, you’ll need to carefully align your product strategy with your broader company strategy to ensure cohesive and sustainable growth. I do think over time you see businesses where their mission statements get blurrier and blurrier. Saying no, however, is just one part of a successful product strategy.

Start-ups 187

Start-ups B2B Finance Sales 187

Intercom, Inc.

JANUARY 24, 2019

Transitioning into an effective marketplace required keen attention to the evolving needs of their customers – who wanted to connect to third-party partners. Customer nurturing now starts from the first touch, and AI can help with that. Specifically, we look for customer validation, and we’re really trying to accelerate success.

Machine Learning 151

Machine Learning AI Innovation Start-ups 151

Intercom, Inc.

JUNE 6, 2019

Just this week, we announced a new group of apps that users can add to the Intercom Inbox to provide faster and deeper customer interactions. A predictive lead scoring tool for B2B SaaS companies, MadKudu’s strategy is all about integrating with other platforms – including Intercom – to link customer intelligence and customer engagement.

Start-ups 190

Start-ups Non-Profits Sales Engineering 190

Intercom, Inc.

OCTOBER 31, 2019

That gives Tesla the ability to fine-tune their algorithms for self-driving. There were about 1,400 people, just under a billion dollars in revenue, and I was hired as the CIO of the company with the mission of driving the productivity of the workforce. Dee: What’s your mission statement at Woven?

Start-ups 169

Start-ups Technology Technology AI 169

Intercom, Inc.

JANUARY 18, 2023

This has created an unprecedented demand for digital educational tools and software, accelerating the shift towards online learning and, as a result, triggering a massive growth of the edtech industry. Over the last few years, there’s been rapid growth in the edtech sector across the board. In education, outcomes are everything.

Education 205

Education Start-ups Technology Technology 205