ClearAction

FEBRUARY 13, 2023

Leading customer experience for almost-automatic CX excellence is the aim of all resources at ClearAction Continuum. This makes it easier for your department to use this resource in extended staff meetings, lunch-and-learn sessions, and other creative opportunities for discussion.

Sports 71

Sports Customer Experience Entertainment VOC 71

ClearAction

JUNE 29, 2023

Greater efficiency : CX insight-guided processes, policies, and behaviors; no need for shrinkflation or skimpflation, etc. Bolder expansions : CX insight-inspired roll-outs, business models, mergers. Taking a page from the HR, IT, and Finance playbooks 5. Faster payments : increased trust and value, less burden on customers.

CXM 62

CXM Non-Profits Invoicing Touchpoint 62

Intercom, Inc.

JULY 30, 2020

Then, because budgets and resources are undoubtedly restricted, they must learn how to do more – with less. Since joining in February, Luke’s charge has been to protect the company’s revenue by deploying new, data-driven customer playbooks. It’s only effective when paired with qualitative insights from the customer success team.

Machine Learning 145

Machine Learning Customer Relationship Engineering Business Growth 145

Fonolo

AUGUST 24, 2017

We’ve been chatting a lot about customer satisfaction (CSat) recently, but for very good reason; measuring the degree to which your product / service meets customer expectations is critical to the success of your brand, regardless of the vertical or size. Whitepaper: The Contact Center Playbook for Improving Customer Satisfaction.

Contact Center 98

Contact Center Customer Satisfaction Customer Expectations NPS 98

Fonolo

AUGUST 31, 2017

What’s funny is that with all the resources we have at hand, our customers can actually be the most insightful. They Can Teach You About Your Current Product / Service. Without the customer you really won’t know if there’s a major issue with your product or service. They Can Teach You About New Products / Services.

Contact Center 89

Contact Center Customer Satisfaction NPS Engineering 89

SugarCRM

JUNE 6, 2023

As a learning lesson of our ample collaboration with such enterprises, we have insights into the niche that might help companies in such verticals better implement CRM tools, which is why we put together this CRM playbook. For more detailed tips about CRM for manufacturing, please download our CRM for Manufacturing Playbook.

Manufacturing 26

Manufacturing CRM Finance Sales 26

Intercom, Inc.

NOVEMBER 20, 2018

This makes sense given the likely resource constraints and the value to be gained from getting in front of customers from day one. If your product truly meets the needs of the persona group, you are already on the right path, but validating assumptions should not be the key purpose of your initial meetings.

Sales 178

Sales B2B Start-ups Education 178

SugarCRM

AUGUST 8, 2023

By leveraging helpful pre-built dashlets, you can save time and resources and make decisions that accelerate your business. Use time-bound data to both enable more informed decisions and gain valuable insights to make data-driven decisions that move your business forward.

CRM 26

CRM Sales Customer Loyalty Business Operations 26

VOZIQ

JANUARY 10, 2022

As we start the new year with renewed enthusiasm, we have put together for you our most-read insights and guides published over the year. Many often fail to make it to production, find user adoption, or deliver the desired value. Playbook: Mastering Customer Retention. Read VOZIQ’s top 10 below. Wish you a great 2022!

Customer Retention 40

Customer Retention AI Customer Loyalty Start-ups 40

Intercom

APRIL 20, 2021

By guiding the operational, strategic, and technical support processes in place, a customer support operations function can help to reduce the strain on your support managers, empower your support reps to work more efficiently, and deliver insights that help you to provide an excellent customer experience in the most effective way for your business.

Close the Loop 78

Close the Loop Start-ups Sales Business Operations 78

Totango

MAY 29, 2020

Here are a few ways you can start helping your customers today: Promote Digital Resources. Promote Digital Resources. Promote your digital services and resources so that you can maintain an intimate product partnership, and make sure your resources provide customers value. Maintain Communication. Set Up Alerts.

Hospitality 62

Hospitality Hospitality Start-ups Customer Retention 62

Intercom, Inc.

APRIL 18, 2019

There isn’t a canon of resources that can provide you with a tried-and-true strategy to deploy. If you’d like to hear more about how you too can create a category (and when it’s better to enter a crowded marketplace), you can listen to our full conversation above, or read Anthony’s insights below. Focus on people, not just product.

Education 112

Education Start-ups Technology Technology 112

Qualtrics

NOVEMBER 9, 2021

Before you finish writing your playbook for the year ahead, there’s something you should know about your leaders. Leaders are trying to get back to some sense of normality but struggling to get the balance right.” - Antonio Pangallo, Senior EX Product Scientist. Work with leaders to reassess targets and productivity.

Technology 52

Technology Technology 52

Customer Service Life

JANUARY 28, 2019

Today’s contact centers are overflowing with insights about how to deliver a better customer experience. There’s just one problem: the best insights are housed in the customer conversations (phone call recordings and chat and email transcripts) and it’s traditionally been incredibly time consuming or costly, to garner actionable insights.

Machine Learning 60

Machine Learning Contact Center Artificial Intelligence Engineering 60

Zendesk

APRIL 13, 2022

Not only is the average sales quota difficult to hit, but it’s also made more difficult because of the way certain companies choose to distribute their resources. In this piece, we’ll walk you through the world of sales support and offer our top insights on how to increase your productivity by redistributing the workload.

Sales 52

Sales CRM Start-ups B2B 52

ClientSuccess

JUNE 17, 2019

CSMs, sales reps, marketing team members, and product developers all have a different lens through which they engage with customers. By including all of these departments (and more) in the initial strategic account planning process, CSMs will be able to glean insight from everyone about what customer value actually looks like.

Touchpoint 42

Touchpoint Sales 42

Comm100

FEBRUARY 6, 2023

Customer experience, also known as CX, is a customer’s overall experience when interacting with an institution’s products or services and their perception of the business and its values. What is Customer Experience in the Financial Industry? that can help answer customers’ questions. First, customers want it.

Customer Experience 76

Customer Experience Omnichannel Social Media Touchpoint 76

ClearAction

JUNE 8, 2015

Choosing the right players, getting everyone on the same page, practicing hand-offs and executing a clever playbook are how winning sports teams are created. Not spending time with customers or front line teams (driven by ego, opinion; not insight) — @OptimiseOrDie. Executing a Clever Playbook. Practicing Hand-offs.

Sports 94

Sports Customer Experience Scorecard CX 94

Qualtrics

SEPTEMBER 8, 2020

XM is the discipline of using both experience data and operational data to measure and improve the four core experiences of business: customer , employee , product and brand. Propagate Insights. We’ve put together a Work Different playbook to help organizations through what happens next by using XM in each of four stages.

Innovation 36

Innovation Start-ups Technology Technology 36

SugarCRM

SEPTEMBER 15, 2022

Being able to use your CRM to navigate customer changes and intelligent sales forecasting technology for revenue and resource planning, is imperative to manage turbulent markets and make smart decisions informed by objective data and analytics. The COVID-19 crisis has altered how, when, and where we shop and buy.

Manufacturing 26

Manufacturing CRM Artificial Intelligence ML 26

ECXO

AUGUST 2, 2023

Colin will share his practical insights from more than 20 years’ helping organizations transform their CX worldwide. About Ray Gerber, Chief Product Officer Ray is a global leader in customer engagement technologies, with over 30 years of experience in building innovative technologies for enterprises. Connect with Andrew Bryant !

Customer Journey Map 52

Customer Journey Map CX Innovation Customer Relationship Management 52

Qualtrics

JANUARY 23, 2019

I joined Qualtrics to focus on Customer Experience as a Senior Product Marketing Manager. The company, our product, and our customers opens up a new world of trying to help people have world-class experiences at every step in the journey whether it’s buying a pair of sneakers online or finding a doctor in a new city.

Customer Experience 42

Customer Experience Technology Technology 42

SugarCRM

OCTOBER 11, 2022

But what if we told you there was a way to automate a large portion of your everyday sales activities so you could be more productive and efficient—and focus more on building relationships and closing deals? That means each rep has more time to interface with prospects, pitch products, and close deals, boosting individual and team revenue.

Sales 26

Sales Artificial Intelligence Sentiment Analysis Social Media 26

ClientSuccess

OCTOBER 8, 2018

Greg will answer this question with research and data that will help you refocus your customer success resources and strategy. And many more insights to give you ideas to succeed in customer success. Request a custom product demo. If being customer centric isn’t about making your customers happy, then what is it about?”

NPS 40

NPS Sales Customer Satisfaction Technology 40

Help Scout

MAY 5, 2019

The best thing you can do to get in front of a situation like this is to have a playbook in place. Defective product releases or updates. Every once in a while you might release a new version or make a change to your existing product that just doesn’t work. Difficult feedback on social media.

Social Media 40

Social Media Start-ups Customer Satisfaction Customer Service 40

SugarCRM

MAY 11, 2023

By deploying best practice sales playbooks, automated workflows, quote and proposal automation, sellers will have tools to execute new customer sales cycles quickly and accurately. Conducting Product Sales Analyses for Improved Customer Retention and Revenue Generation Don’t leave opportunities on the table.

Manufacturing 26

Manufacturing CRM Construction Invoicing 26

Qualtrics

DECEMBER 2, 2020

A modern technology experience drives productivity and helps employees feel valued. A joint study that we carried out with Microsoft found when employees’ foundational technology set up works well, they’re more engaged, more productive, and happier at work. Take these three steps to introduce new technology at your organization.

Technology 26

Technology Technology Start-ups Actionable Insights 26

SugarCRM

SEPTEMBER 1, 2022

Data fuels the actionable insights that sales, marketing, and service teams need to act decisively at every critical touchpoint throughout the customer journey. Sales have keener insights into product and business-related needs that influence every deal. It’s Time to Remove the Silos and Improve Organizational Alignment.

CRM 26

CRM Artificial Intelligence AI Sales 26

ClearAction

MAY 2, 2016

This fact is insightful about what it takes to nurture maturity of a marketing department. Accountability = maximize resources. Another insight from this research is that the 3 A’s as the domain of only a few within a marketing organization, such as the marketing ops function, is folly. Alignment = sync with stakeholders.

Sports 62

Sports Predictive Analytics Social Media Gaming 62

ClearAction

DECEMBER 31, 2015

Collaboration, teamwork, and involvement of multiple functional areas in taking action on customer insights must be well-thought-out and institutionalized across your company for long-lasting results. Hence, common sense says customer experience (CX) insights should be a determinant of corporate strategy. Follow the money.

Customer Experience 63

Customer Experience Sports Government Customer Experience Management 63

Intercom, Inc.

JULY 29, 2021

Well, at the beginning of 2020, no one had the playbook for that. Not only will this help with turnover and avoid wasting resources, but it will make sure your customers have the best of care, too. It’s filled with really smart, driven people and they have killer products. SaaS is the subscription business.

Sales 223

Sales Start-ups Engineering Finance 223

ClientSuccess

MARCH 20, 2018

Customer Success is about making your product work for your customers’ jobs to be done—useful, effortless and enjoyable.”. Global Head of Product Success, Customer Service Management. Customer Success is more than a strategy or a set of playbooks, it’s a mindset your entire organization embraces.”. Dave Blake. Founder & CEO.

Engineering 40

Engineering Customer Experience Customer Service 40

Intercom, Inc.

DECEMBER 18, 2019

In the past 12 months on Inside Intercom, we’ve published nearly 200 blog posts covering everything from product launches to product strategy ; from growth stories to goal setting ; from building teams to bot skills ; from sales insights to stand-up comedy. Thanks so much for reading and listening throughout the year.

Non-Profits 30

Non-Profits Sales Start-ups Engineering 30

ECXO

DECEMBER 26, 2023

In a highly competitive space, where even an incremental advantage can result in significant uplifts, this is a crucial resource to create stand out and successful marketing-especially for marketers in highly regulated or highly competitive environments. Here is the link.

CX 52

CX Social Media Sports Customer Service 52

Qualtrics

SEPTEMBER 15, 2020

This is where you take customer insights from the digital channel - whether it's to fuel product innovation or focus on experience optimization - and move quickly to ensure that teams have access to these insights in as close to real-time as possible. You’ll also be able to prioritize resources and action-taking.

Healthcare 26

Healthcare CX Innovation Start-ups 26

ClientSuccess

FEBRUARY 7, 2022

Customer Success Managers (CSMs) use multiple metrics and numbers to understand customer sentiment and how customers feel about a product and their vendor team. If possible, now is the perfect time to leverage your team’s internal playbooks for the specific situations your customers are in. Toolkit: Churn Management Toolkit.

81

81

Intercom

MARCH 9, 2023

To give you a little more insight, we’ve invited a couple of bigwigs in the startup scene to weigh in. For now, large language models are expected to augment human capabilities rather than replace them, as they can help make professionals more productive and efficient in their work. Can it spark a new generation of startups?

Customer Service 64

Customer Service AI Machine Learning Technology 64