ClientSuccess

JANUARY 25, 2021

These current customers are the perfect resource for prospective customers to learn exactly why doing business with your organization is a good idea. Your current customers know your product inside and out and, hopefully, have seen firsthand the value your solution provides and the support of your account management team. Digital Marketing.

Customer Retention 81

Customer Retention Sales 81

CX Journey

MAY 9, 2018

Despite the statistic that acquiring new customers costs 5-25 times as much as retaining existing ones, marketers (and, generally, their CEOs, as well) believe that resources should be spent on acquiring new customers. Well, I wrote a whitepaper for Quadient recently to more deeply explore this conundrum.

Customer Acquisition 60

Customer Acquisition Sales Customer Retention Customer Loyalty 60

Fonolo

AUGUST 1, 2017

This leads them to rely on unrealistic expectations when making marketing decisions and allocating resources to address marketplace issues. Whitepaper: The Contact Center Playbook for Improving Customer Satisfaction. Even if they did, they try fixing the wrong things. Understanding Industry Benchmarks. Know What Makes Customers Tick.

Net Promoter Score 59

Net Promoter Score Contact Center NPS Customer Satisfaction 59

Fonolo

FEBRUARY 22, 2018

At Fonolo, we have distributed a ton of written resources to help professionals in the field, but of course people all learn in different ways. Whitepaper: The Contact Center Playbook for Improving CSat. The customer service sector is unique in that it requires both companies and people to undergo continuous improvement. Length: 3:48.

Customer Service 102

Customer Service Contact Center NPS Customer Satisfaction 102

SugarCRM

NOVEMBER 11, 2021

If you would like to learn more about leveraging artificial intelligence for marketing, sales, and service, we highly recommend these resources: Sales + Marketing: Better Together – In this report, we explore the reasons behind marketing and sales misalignment, and how to find the winning formula to win business.

Artificial Intelligence 49

Artificial Intelligence B2B AI Outlook 49

CX Journey

JANUARY 4, 2017

Back in November, I wrote a post about a whitepaper I penned for GMC Software on how the worlds of customer communications management (CCM) and customer experience collide, without question. Image courtesy of GMC Software How do you know you're achieving customer experience excellence? While the book outlines how various companies have.

CX 50

CX Customer Experience 50

Intercom, Inc.

DECEMBER 28, 2022

This year, we saw savvy support teams arm up with the right tools, technology, and resources to not just survive but ultimately thrive in 2022 and beyond. burnout), supply chain issues, increasingly disconnected tech stacks all while trying to resolve issues at breakneck speed is not for the faint hearted. And breathe!

Innovation 118

Innovation Customer Retention Machine Learning Customer Service 118

SugarCRM

JANUARY 4, 2022

Content to consider including : You want to be a valuable resource for your prospect by providing relevant, useful, and not too “sales-ly” content to help them do their job better and explain the business problems you can help solve. Goal: Start to build a positive relationship. No Response, Remarket). Fit, Not Interested).

Education 44

Education CRM Start-ups Sales 44

Fonolo

SEPTEMBER 6, 2018

On the other hand, from the organization’s standpoint, implementing and scaling technologies (or researching means to make these advancements intuitive and better than competitors) can chew up resources from core business functions and the overall undertaking can demand huge investments.

Artificial Intelligence 139

Artificial Intelligence Social Media Contact Center AI 139

SugarCRM

JANUARY 20, 2022

GROW Adoption Framework – Our GROW Adoption Framework guides you through the adoption process by helping you identify where you are in your journey and providing guidance and resources to help you advance to the next phase.

CRM 48

CRM Technology Technology CX 48

TeamSupport

DECEMBER 14, 2018

This mentality is leading to a rise in “ customer success ” within companies that dedicate the time and resources necessary to keep customers happy. Click here to download our whitepaper on why it's important to kill scripted responses! We hope you found these trends valuable!

Customer Service 111

Customer Service Sentiment Analysis B2B B2C 111

Fonolo

JANUARY 14, 2020

We specifically like his wrap-up of customer service blog posts that he curates from a variety of resources and publishes weekly. Despite being relatively new to the industry, Helpscout has quickly become a reliable resource for customer experience professionals. Top Pick: Creating a winning customer-centric marketing strategy.

Customer Service 136

Customer Service Contact Center Social Media CX 136

CX Journey

JANUARY 16, 2019

There's a website for the exam with a lot of details and resources; it now also includes a document that lists books, whitepapers, websites, etc. To study for the exam, check out the resources listed on the site, including training providers who offer courses that teach exam content. that you can read to help you prepare.

CX 39

CX Customer Experience 39

Fonolo

AUGUST 29, 2017

When a customer needs help they are likely using their mobile phone for assistance, which makes your app a key resource to bridge your communication. Whitepaper: The Contact Center Playbook for Improving Customer Satisfaction. Quick Access to Mobile Support. Today, the mobile phone also doubles as the home phone.

Customer Service 91

Customer Service Contact Center Customer Satisfaction NPS 91

SugarCRM

SEPTEMBER 9, 2021

It also helps group online resources (i.e., whitepapers and webinars) to engage and educate prospects, and finally, to invite visitors to engage in social media extensions both with the company and with key individual employees.

B2B 48

B2B Social Media Sales Education 48

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. Whitepaper: The Contact Center Playbook for Improving Customer Satisfaction. Some companies use industry reports and trends, others bring in an expert to help, and some rely on mimicking competitors as a way to succeed.

Contact Center 89

Contact Center Customer Satisfaction NPS Engineering 89

Fonolo

MAY 10, 2018

It’s no wonder, then, that the company plays generous host to a resourceful blog emphasizing all things customer service. Whitepaper – Mastering #CX in the Contact Center: 7 Tips to Follow. Make no mistake: Quality assurance is the name of PlayVox’s software game. The takeaway? Missed Fonolo’s 2017 Top Blogger List?

Customer Experience 113

Customer Experience Contact Center Innovation Omnichannel 113

SugarCRM

DECEMBER 9, 2022

If you would like to learn more about Sugar’s reporting and dashboards capabilities, we highly recommend these resources: Sugar Serve Demo – Watch our demo and see Sugar Serve’s core capabilities in action. Self-Service Digital Customer Engagement : Extend self-service capabilities to sales cycles and marketing campaigns. Further Reading.

CX 26

CX Invoicing CRM B2B 26

Fonolo

MAY 9, 2018

What tools, resources, or skills does the team need to acquire or increase in order to make the goal a reality? Example: Managers and team leads will track weekly progress of call return times on a board, and inquire about any resources they can provide customer service reps to ease call loads. R – Relevant.

Customer Satisfaction 89

Customer Satisfaction Retail Customer Service Start-ups 89

Fonolo

OCTOBER 4, 2018

They begin referring to your website, online resources, and marketing collateral. So, before you fine-tune strategies that grow a loyal customer base, read our whitepaper, The Secret Sauce for Increasing Customer Happiness, for some quick and easy tips on increasing customer satisfaction. Call Center 101: The Golden Rules of SLAs.

Customer Loyalty 101

Customer Loyalty Retail Social Media Innovation 101

TeamSupport

SEPTEMBER 21, 2018

Click to download our whitepaper on how strong customer service is a great growth strategy! Jessica Barrett Halcom is a writer for TechnologyAdvice.com , with specializations in human resources, healthcare, and transportation. The use of AI in supporting support teams helps them to be more strategic and work smarter.

Sentiment Analysis 74

Sentiment Analysis AI Artificial Intelligence Transportation 74

Beyond Philosophy

JULY 3, 2017

Senior management didn’t mind your agenda because it didn’t yet require many resources or change at the organization. To learn more about the Anatomy of a Customer Interaction and the concepts behind it, watch the recording of our FREE and informative 30-minute webinar and read the associated whitepaper.

NPS 117

NPS Net Promoter Score Customer Loyalty Customer Experience 117

TeamSupport

OCTOBER 12, 2018

Click here to download our whitepaper on how creating customer loyalty through customer service drives growth! They are a fantastic resource for the sales team – While notable logos on your website are great, they aren’t tremendously valuable if they aren’t long-standing and invested in the growth of your company.

Customer Loyalty 53

Customer Loyalty Sales Technology Technology 53

SugarCRM

DECEMBER 23, 2021

If you want to learn more on how you can cultivate customers for life in the era of experiences, we highly recommend these resources: Customer Service Essentials for CX Success – Customer experience (CX) is the lifeblood of organizational success, and it’s bringing customer service to the frontlines of battle.

Customer Service 48

Customer Service Technology Technology Innovation 48

TeamSupport

JANUARY 25, 2019

It’s a great resource for the sales team – Showing, not just telling customers how they can answer their own questions at all times of the day can be a valuable tool to closing the deal and beating competitors. Click here to download our whitepaper learn how self-service online customer portals improve support operations!

Education 45

Education Sales 45

Lumoa

MAY 19, 2020

What resources will you require? Finally, in a whitepaper published by Adobe, researchers found that experience-driven businesses outperform the competition in several metrics, including return on ad spend, average order value, and customer retention. What are the risks associated with your proposal? How do you plan to mitigate them?

CX 103

CX CX Transformation Customer Experience Start-ups 103

Beyond Philosophy

MARCH 8, 2017

If you liked this article, you might also enjoy these additional resources: How does the Customer Experience evolve inside an organization? Download our whitepaper, The 7 Key Ingredients of a Successful Customer Experience Program in Telecoms , and find out! How do you overcome the challenges associated with it?

Customer Experience 124

Customer Experience Engineering Start-ups Gaming 124

SugarCRM

MAY 24, 2022

Without true alignment, every email nurture campaign, whitepaper, blog, or webinar marketing produces is a wasted effort. What support or resources will you need to meet your goals? It typically includes specific projects and tasks, resources and systems, and key players. blogs, videos, whitepapers, podcasts).

Sales 26

Sales CRM Start-ups Customer Relationship Management 26

TeamSupport

AUGUST 2, 2019

Download our whitepaper focused on customer service as a growth strategy to find out! Unlike several of the other support channels, self-service is unique because it’s “always available” as an online resource. The form may not load, or even worse, a customer may fill out the entire form only to find out they are unable to submit it.

B2B 53

B2B B2C Education Technology 53

PeopleMetrics

MARCH 25, 2022

If your organization would benefit from increased insight into customer opinions and has the resources and capacity, creating a CAB can be an excellent investment. Monetary rewards are common practice, as are member newsletters/whitepapers and regularly sharing industry insights from other CAB interactions back to members. Back to Top.

B2B 118

B2B Customer Feedback Start-ups B2C 118

CX Journey

NOVEMBER 15, 2016

Without them, you'll never get resources - human, capital, or other - to execute on your customer experience strategy. I've called it a Deadly Sin if you don't have your executives on board, supporting and driving the culture change and the improvement efforts.

CX Transformation 71

CX Transformation CX Start-ups Customer Experience 71

TeamSupport

MARCH 15, 2019

2) Automated Ticketing System – One of the best ways to free up more resources to focus on retention efforts is to automate tasks that were done manually in the past. Click here to download our whitepaper on how important effective reporting is for B2B support managers!

Sentiment Analysis 45

Sentiment Analysis B2B AI Technology 45

Fonolo

APRIL 24, 2018

See our whitepaper for more on this topic The Contact Center Playbook for Improving Customer Satisfaction. Key findings: Over half of business will need more resources for agent assisted channels in the next year. See Apple’s Business Chat Has a Golden Moment to Dominate Customer Service. Who wrote it: NICE-InContact. see below).

Contact Center 99

Contact Center Social Media Customer Service Start-ups 99

Logicalware

AUGUST 26, 2021

In the same research, a staff member from Bupa shared how conversation analytics had surfaced a new set of pandemic-triggered topics their customers now needed to understand, resulting in longer call times and the need for additional resources. He is now in his tenth year as Brainfood Consulting , offering a mix of services.

Invoicing 88

Invoicing Start-ups Omnichannel Customer Service 88

Waypoint Group

MAY 23, 2018

Resources (including a whitepaper and template) to put this system into action. We’ve written a whitepaper on this topic that provides step-by-step details that will allow your CSMs to engage the right customer contacts with the right plays. If not, are you optimizing your investment of time and resources?

Non-Profits 40

Non-Profits B2B Sales Voice of the Customer 40

CX Journey

AUGUST 16, 2016

TBM Consulting Group explained nine behaviors and actions of lean leadership in their whitepaper, 9 Ways Leaders' Actions Can Sustain Lean Progress. But I thought I'd take a look at a couple of other sites offering up traits and behaviors of lean leaders in order to hear some different perspectives.

Scorecard 47

Scorecard Touchpoint Innovation Customer Experience 47

TeamSupport

NOVEMBER 9, 2018

Click here to download our whitepaper on effectively driving customers to self-service sites! It's a great way to keep all of your resources organized and together so your customers can easily access them. Knowledge base and self-service – Nobody likes to wait on hold for an answer to a simple question. Knowledge Base?

B2B 53

B2B Sentiment Analysis B2C CRM 53