Intercom, Inc.

FEBRUARY 25, 2021

Most businesses design customer experiences from the inside out, based on what is best for the company, when they should be doing the exact opposite. In this guide, Annette writes about the best way to get inside the mind of your customer, and how to use those insights to create better customer experiences. A team of many hats.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

Beyond Philosophy

MAY 14, 2020

His blog, Influence People , has readers all over the world and offers years of insight into the art of persuasion. As a specialist in applying the science of influence and persuasion in sales, leadership, and coaching, Ahearn spoke to us about the six fundamental principles on how to influence people. It creates a virtuous cycle.

Start-ups 167

Start-ups Legal Sales Business Growth 167

Intercom, Inc.

DECEMBER 28, 2022

After booming for the best part of two decades, a number of factors coincided to transform the SaaS landscape and tech more broadly. We’ll be releasing the third edition of the Customer Support Trends Report and announcing it in the blog and newsletter very soon so watch this space. Well that was quite the year.

Innovation 118

Innovation Customer Retention Machine Learning Customer Service 118

Zendesk

FEBRUARY 17, 2022

And if you wait to interact with them until the end of their decision-making process, you’re missing out on profitable sales opportunities. Essentially, it’s what a sales funnel looks like from a prospect’s perspective. This allows your sales reps to be more intentional about what actions they’re taking and when.

Social Media 98

Social Media Sales Education CRM 98

CX Accelerator

JULY 1, 2020

What’s the best way for them to communicate with us? Another large call center (over 900 agents) with an on-premise solution was doing their best to physically distance agents, but only 52% of their employees came to work out of fear of getting sick. Back To CX Accelerator Blog

Contact Center 182

Contact Center CX Technology Technology 182

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

Taylor Reach Group

MAY 1, 2020

We looked at how you can improve it by listening to your employees and acting on their suggestions ( TRG Blog March 2020 ). Customers are the best source for understanding the Customer Experience, and there are a number of sophisticated methods for gathering their feedback. is better than a bunch of yes/no answers.

CX 140

CX Net Promoter Score Customer Relationship Management NPS 140

Intercom, Inc.

DECEMBER 19, 2018

The best of the blog. Significant digits: 240 blog posts, 18 videos. Analytics, biz ops, marketing, sales, support, recruiting, finance, HR. We killed the blog. The most successful blogs are usually very personal and tied to a particular worldview or area of expertise. ” On Sales. On Marketing.

Engineering 150

Engineering Start-ups Gaming Sales 150

Totango

JUNE 10, 2022

What advice do you have for folks in CS to level up their professional career in organizations with flatter hierarchies? . For example, slowly creating a training program for new CSM onboarding, or creating best practices, deeper knowledge and product management relationships on an aspect of our product.

Start-ups 102

Start-ups Customer Loyalty Customer Satisfaction Sales 102

Totango

AUGUST 5, 2022

Client onboarding questionnaires are usually administered shortly after the client becomes a paying client or, in some cases, during a sales discovery session. A client onboarding questionnaire can help you: Make a smooth handoff between your sales team and your customer success team.

B2B 84

B2B Customer Journey Map Sales Start-ups 84

Customers That Stick

FEBRUARY 19, 2015

At CTS Service Solutions, we believe one of the best ways to improve customer experiences is by making interactions ad easy as possible and by decreasing the hassle-factor. Using data from a recent Software Advice report, we have formulated three questions to help you determine if live chat might be an effective channel for your customers.

Customer Service 157

Customer Service Start-ups Technology Technology 157

Totango

JANUARY 19, 2022

Bonus points if these examples include working with Product, Sales, Marketing or Engineering teams! Don’t be afraid to reach out to members of the CS industry on LinkedIn to ask for advice. There are also tons of Slack channels, social media communities and blogs to help connect you to leaders in the space.

Start-ups 103

Start-ups Social Media Engineering Education 103

ClientSuccess

FEBRUARY 14, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers. Question 1.

Manufacturing 50

Manufacturing Start-ups Sales 50

Beyond Philosophy

AUGUST 4, 2015

Harvey Mackay, Sales Expert, Author and Columnist. Quality sales cultures are the ones where the Customer comes before the close, like Mackay’s quote indicates here. Ricoh Canada has a real world example of making this kind of change to their sales driven culture and making it work. The Business Person is the new ideal.

Sales 159

Sales Net Promoter Score CX Customer Satisfaction 159

Intercom, Inc.

JANUARY 14, 2021

The best way to know your customers is through feedback. Looking at how the best companies operate, Hubert and his team boiled down product excellence to three key areas of action: vision, strategy, and execution. There is so much knowledge in the sales CRMs systems. There are best practices for most of what we do as humans.

Engineering 225

Engineering Start-ups E-commerce Sales 225

ClientSuccess

SEPTEMBER 3, 2020

In this post, I’ll address the most frequent question I’m asked by customer success leaders—what is the best compensation plan for Customer Success Managers (CSMs)? There’s wide debate in the customer success discipline regarding the best structure for a CSM compensation plan. Compensation Plans for Customer Success Managers (CSMs).

NPS 111

NPS Sales Start-ups Business Growth 111

Fonolo

AUGUST 18, 2020

Here are some of the best ways to measure customer perception using this method. If you do not have access to these tools, consider using a post-sale customer satisfaction survey. This is the bare minimum standard and best practice for businesses just starting in this area. Customer Satisfaction Scoring. Focus Groups and Forums.

Social Media 75

Social Media Net Promoter Score Contact Center Customer Satisfaction 75

Bill Quiseng

OCTOBER 27, 2014

This blog is all about Delivering the World’s Best Customer Experience. In my posts, I provide advice to improve face to face customer interactions. James and GetApp are focused on offering the best customer service technology solutions. So, How Can You Improve Customer Service?

Customer Service 161

Customer Service Social Media B2B Sales 161

Totango

AUGUST 21, 2020

We currently have 13,000 Totango users in the system contributing to, leading, running operations for our Sales and Customer Success Field teams. Advice for others going down that journey? Q: What would be your advice for a CS org is dealing with on-prem or private cloud deployments with no/limited access to customer data?

Innovation 115

Innovation NPS Touchpoint Start-ups 115

Totango

JUNE 8, 2021

At Totango, we find that people really like when we send very short videos and it’s very effective for us in terms of explaining things or introducing best practices and moving them along through the journey. What advice do you have for visualizing the customer journey in order to ensure you are meeting the needs of your customers?

E-commerce 117

E-commerce Sales Technology Technology 117

Callminer

AUGUST 1, 2017

Alex Tebbs is the Co-Founder and Sales Director at VIA , the UK’s largest Hosted Skype for Business solution. The best way for contact centers to increase efficiency is…”. Rachel Ivers worked as an Inside Sales Representative for 8z Real Estate for one and a half years. Alex Tebbs. Vincent Nero. Successories. Rachel Ivers.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

ClientSuccess

OCTOBER 26, 2020

For sales organizations of all sizes, establishing “checks and balances” to ensure new business growth is incredibly beneficial for executive management. According to Steven Rosen , Executive Coach, “A quarterly business reviews consists of a formal review meeting between a front line manager and one of his/her sales representatives.

Sales 74

Sales Customer Relationship CRM Business Growth 74

ClientSuccess

SEPTEMBER 30, 2020

The best CABs have a healthy mix of both. It’s best to start with a wide range of individuals, and gain insight from Customer Success Managers (CSMs) and others who work closely with customers to determine who should not be included, and who the top contenders should be. Find your customer champions. Social Media. Inquiry Survey.

Net Promoter Score 75

Net Promoter Score Start-ups Social Media NPS 75

ClientSuccess

SEPTEMBER 5, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers. Question 1.

Start-ups 40

Start-ups Sales 40

Aquire

JULY 26, 2021

First, here’s some advice on how to write customer service emails. This advice will help you create effective responses. Best of luck! Resources: Visit our {Blog and Help Center} for detailed information, tutorials, and advice. Every great act of customer service has a few key things in common. Your name].

Customer Service 98

Customer Service Start-ups Social Media Customer Feedback 98

ClientSuccess

OCTOBER 10, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. The goal is that by sharing our experiences, we’ll be able to learn and apply more practical advice / practices to our customer success careers.

Start-ups 70

Start-ups Customer Relationship Management Business Consulting Engineering 70

ClientSuccess

SEPTEMBER 18, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers. Question 1.

E-commerce 40

E-commerce CRM Start-ups Innovation 40

ClientSuccess

FEBRUARY 26, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers. Question 1.

B2B 52

B2B Start-ups Gaming Sales 52

CommBox

JANUARY 4, 2022

If you want to maximize sales, retain more existing customers , and avoid the nasty one-star Facebook reviews, here are seven tips for crafting the perfect customer experience strategy. or hunting it down yourself—and the best place to do this is social media. Set Goals and Get Clear on Your Brand Mission Statement.

Customer Experience 105

Customer Experience Social Media Entertainment Sales 105

ClientSuccess

JUNE 26, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers.

Sales 40

Sales Start-ups Touchpoint 40

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

APRIL 25, 2018

For those just joining our blog series CSM from the Trenches , welcome. This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Let’s move forward with this week’s blog post! Contacts involved during the sales process.

Sales 42

Sales Start-ups Customer Experience 42

SugarCRM

JULY 27, 2023

Although organizational data has immense potential to help enterprises, specifically sales and marketing departments, stagnantly storing it is not the answer. Sales teams spend too much time and effort on customers that are not likely to close and potentially miss deals. Companies need to learn how to leverage it to its full potential.

CRM 26

CRM Finance CX Sales 26

PeopleMetrics

MAY 24, 2018

These easy-to-use best practices provide CX leaders with the tools needed to build exemplary Voice of Customer programs that deliver ROI, turning customer feedback into gold. Listen or Die provides some great advice for closing the gap.". Jeanne Bliss , Best-selling Author of Would You Do That To Your Mother?

Customer Feedback 54

Customer Feedback CEM VOC Business Administration 54

Zendesk

AUGUST 4, 2021

To execute that, here are the three most important pieces of advice to ensure your startup is providing the best possible customer service. Giving your users access to timely, helpful customer support is vital for maintaining your relationship, and the best way to do that is with dedicated roles.

Customer Service 98

Customer Service Social Media CX AI 98

Steven Van Belleghem

MAY 13, 2019

Branding used to be all about presence in shops and classic advertising: shelve space and air time were the best ways to get your brand out there. Showing AR reviews above products in shops could also be a great strategy, with information on which items are the healthiest, the tastiest or the best buy. Just be the best.

Gaming 52

Gaming Social Media Education Sales 52

ClientSuccess

JULY 16, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers. What did they do?

Touchpoint 41

Touchpoint Start-ups Sales Gaming 41