Intercom, Inc.

MAY 13, 2021

Few people have more experience with this move than Linda Lin , Director of Customer Success at the revenue intelligence platform Gong. Although Linda started her career in sales, she has spent the past twelve years scaling post-sales teams and moving hyper-growth companies like Zendesk, Slack, and now Gong upmarket into the enterprise realm. Moving upmarket means larger customers and higher revenue, but it’s not without its challenges.

Sales 177

Sales Start-ups Technology Technology 177

Heart of the Customer

MAY 13, 2021

Done right, CX is a business discipline where organizations thrive by investing in an improved customer experience. That notion is largely accepted, even though it’s not always practiced. The challenge there is knowing where to invest. Success requires finding the sweet spot where an improved experience leads your customers to spend more with you, stick […].

CX 179

CX Voice of the Customer Customer Experience 179

Inside Customer Service

MAY 13, 2021

Two contact center leaders recently contacted me about the same issue. Their contact center was getting overwhelmed with volume. Each faced multiple risks and worries. Long wait times increased complaints. Irritated customers were at risk of leaving. Overwhelmed contact center agents were at risk of quitting. Staffing alone isn't the solution. It's hard to find and train qualified agents fast enough.

Contact Center 147

Contact Center Start-ups Entertainment Social Media 147

Fonolo

MAY 13, 2021

Call centers have a reputation as a ‘money pit’ for businesses. Historically, they’ve been viewed as a costly yet necessary operation for businesses. Today, we know that a fully optimized contact center can actually create more opportunities for sales and customer engagement. But achieving a strong ROI is easier said than done. The ROI of Call-Backs for Your Call Center.

Contact Center 129

Contact Center Compliance CRM Technology 129

Advertisement

Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

ModSquad

MAY 13, 2021

Every interaction with your customer is an opportunity to build your connection and inspire a sense of loyalty with them. Creating loyal customers is more essential to your ecommerce business plan than attracting new buyers. It can cost five times more to attract a new customer as it does to retain existing buyers. Keeping customers is a company-wide effort; here are five ways to build your customer’s loyalty.

Customer Loyalty 119

Customer Loyalty CRM Customer Relationship Management Sales 119

PeopleMetrics

MAY 13, 2021

Word-of-mouth marketing is the best way to drive customer loyalty and organically create enthusiastic brand advocates. In this session, we share 3 strategies to help you turn your customers into promoters, starting with Net Promoter Score (NPS) - a universal metric that helps you understand your relationship with customers and identify opportunities to turn passive customers into brand promoters.

Net Promoter Score 83

Net Promoter Score CEM NPS Customer Loyalty 83

Customer Think

MAY 13, 2021

Image: twenty20.com Sending email newsletters is one of the most efficient ways to keep in touch with your customers and boost brand awareness. Do you feel like your open rates could be higher and your overall engagement could be better? Stay with me for three simple tactics to improve the content of your email newsletter […].

59

59

ModSquad

MAY 13, 2021

Every interaction with your customer is an opportunity to build your connection and inspire a sense of loyalty with them. Creating loyal customers is more essential to your ecommerce business plan than attracting new buyers. It can cost five times more to attract a new customer as it does to retain existing buyers. Keeping customers is a company-wide effort; here are five ways to build your customer’s loyalty.

Customer Loyalty 52

Customer Loyalty CRM Customer Relationship Management Sales 52

Customer Think

MAY 13, 2021

The other day, I was speaking with a colleague about the state of sales/selling. We started talking about the irony of change, how our jobs are all about change–yet we, somehow, seem the most resistant to changing how we sell. Sales/selling has little to do with what we sell. It is strictly about change, [.]. The post The Irony Of Change first appeared on Partners in EXCELLENCE Blog -- Making A Difference.

Sales 58

Sales 58

Qualtrics

MAY 13, 2021

The pandemic has changed the way we work – and the way we hire. In turn, talent acquisition teams must adjust to meet the evolving expectations of candidates if they want to continue to attract and retain top talent. . From all-remote interviews, to knowing where companies stand on social issues, the past year has reshaped what candidates expect from a potential employer – and the interview process.

Finance 42

Finance Touchpoint Education Start-ups 42

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail

Customer Think

MAY 13, 2021

Hot competition in wealth management for millennials and Gen-Z is putting the pressure on wealth firms and financial advisors. Younger generations may inherit more than $65 trillion over the next two decades,1 and up to 80% of them may switch from their parents’ advisor.2 Is your firm prepared to attract their attention, build their trust, […].

Customer Loyalty 58

Customer Loyalty 58

Knowmax

MAY 13, 2021

4 tips to improve agent scripting in BPOs.

52

52

Customer Think

MAY 13, 2021

At first glance, chief marketing officers (CMOs) and contact center leaders may seem to have little in common. The CMO generally focuses on driving growth, brand engagement and customer retention efforts (which have become a higher priority as of late). The contact center leader, on the other hand, focuses on customer service management, service cost […].

Contact Center 58

Contact Center Customer Retention Customer Service 58

The DiJulius Group

MAY 13, 2021

Customer service done right can be your company’s single biggest competitive advantage. Become a revolutionary customer service leader who’s ready to stop competing on price and instead focus on building a brand that people cannot live without. If you’re ready to start your own customer service revolution journey, follow along. What Customer Service Revolution Means.

Customer Service 52

Customer Service Customer Experience 52

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Voice of the Customer

Customer Think

MAY 13, 2021

Do you want to become a manager that people can follow? Managing people isn’t easy. Becoming a better manager isn’t something that magically happened overnight. You have to invest in improving your managerial skills. Managers play a vital role in improving employee engagement in the workplace. Developing your leadership and management skills can make a […].

56

56

Qualtrics

MAY 13, 2021

Pinterest: Understanding and responding to creators’ needs. In internet years, Pinterest is a veteran. Founded in 2009, its first incarnation was as a place to ‘pin’ or save things you found on the internet. But as internet trends developed and social media platforms became the publishers for a new generation of creators, Pinterest had become a hub for original, creative content.

Social Media 26

Social Media Sales Customer Feedback Customer Experience 26

Customer Think

MAY 13, 2021

I recently starting using a nutrition and fitness app and I am amazed by how much data and information it captures, computes and shares with me. I have all the answers to my fitness journey at my fingertips. I’m gonna be in tip top shape in no time. As I was reviewing all of this […].

Customer Experience 53

Customer Experience 53

Customer Think

MAY 13, 2021

B2B Organizations Must Reinvent To Accomplish Buyer-Aligned Strategies Post-Pandemic In the lexicon of business, especially B2B, words and phrases can take on so many different meanings. That they, in effect, lose their intended purpose af.

B2B 50

B2B Sales 50

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

Retail

Customer Think

MAY 13, 2021

By Matt Heinz, President of Heinz Marketing If you’re not already subscribed to Sales Pipeline Radio, or listening live every Thursday at 11:30 a.m Pacific on LinkedIn (also on demand) you can find the transcription and recording here on the blog every.

Sales 45

Sales 45