ViiBE Blog

JULY 22, 2022

If you’re like most marketers and salespeople, you rely on your CRM (Customer Relationship Management) to help manage your sales pipeline and keep track of your contacts. Your CRM system is a powerful tool that can help your business to manage its customer data more effectively. What is a CRM?

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CSM Magazine

MARCH 14, 2022

For the very first time, customer service and sales teams will be able to demonstrate the impact of Agent feedback, coaching and training programmes on CSAT/NPS scores and ensures expectations of Agents align to what is viewed as important by customers. About Nicereply.

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ViiBE Blog

OCTOBER 28, 2021

Customer experience Insurance , Retail , SMB Kelly Dell October 28, 2021 Share this article Contents Share this article Contents It’s crucial nowadays for companies to understand what is digital CX (customer experience). This requires companies to design a positive customer journey at each touchpoint along the customer roadmap.

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Kerry Bodine

NOVEMBER 30, 2020

2020 has been a year … And we’re crossing every finger that 2021 is going to be brighter and better. by December 31 to earmark it for 2021 training or consulting services — and get bonus gifts to make the most of your money. CX Roadmap Development. Journey Management Advisory. Invest it with Bodine & Co.

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CSM Magazine

JUNE 14, 2022

When it comes to digital transformation, the huge potential of South Africa is fast becoming a reality thanks to the arrival of new Amazon Web Service (AWS) Region in Cape Town in 2021, comprising three availability zones. Olle Düring is SVP of Sales, International at Calabrio. The race to accelerate South Africa’s cloud journey.

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West Monroe

DECEMBER 20, 2022

A significant majority (87%) of respondents in the 2021 MLC M4.0 Additionally, management’s focus on sustainability and net zero strategies increased at a third of companies. In the 2021 MLC sustainability survey, 52% of respondents said they believe M4.0 Manufacturers are answering the call.

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West Monroe

DECEMBER 20, 2022

A significant majority (87%) of respondents in the 2021 MLC M4.0 Additionally, management’s focus on sustainability and net zero strategies increased at a third of companies. In the 2021 MLC sustainability survey, 52% of respondents said they believe M4.0 Manufacturers are answering the call.

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Gainsight

APRIL 12, 2022

Whether you have an existing and evolving Customer Success (CS) team or are building an organization for the first time, it’s likely that you have experienced the realities of change management: It is hard, uncomfortable, and full of resistance. in 2021, despite the post-2020 economic recovery. . Utilize Consulting Experts.

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Qualtrics

FEBRUARY 5, 2021

This is only the beginning – look for more improvements coming to the Support Portal throughout 2021. Here customers collaborate with Qualtrics employees to raise feature requests to be considered for the Qualtrics product roadmap. Innovation in Customer Service. After launch, we saw 3.4X Get Started.

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Gainsight

JUNE 11, 2021

Manager, Customer Success at Slack and CEO of Customer Success Network at Slack. Team Up with Sales to Drive Revenue with Kristen Hayer, Founder & CEO at The Success League. Major Takeaways: Sales and Customer Success relationships can be filled with friction. Three key phases for Successful Value Management.

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Magellan Solutions

AUGUST 1, 2022

As tech-enabled firms flourished and businesses reduced expenses during the COVID-19 pandemic, the Philippines’ economically significant BPO industry exceeded revenue and hiring expectations last 2021. . BPO Industry in the Philippines Statistics 2021. In 2021, the sector had earnings of $29.49 percent from the 2020 figures.

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ChurnZero

OCTOBER 28, 2022

The Q&A portion of the webinar covered additional acute topics including the one process every Customer Success leader must focus on in 2023, why CSM book size should be based on customer count, and how to move Customer Success out of the sales team’s shadow. Sales, marketing, product, engineering. Every other team has to do that.

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SmartKarrot

JANUARY 5, 2021

Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021. His brainchild, Sixteen Ventures , is his medium of sharing his expertise and ideas to help businesses obtain sales acceleration and augmented customer engagement. Lincoln Murphy. Rick Adams. Peter Armaly.

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Gainsight

FEBRUARY 4, 2021

David Kellogg, the prolific and profound SaaS CEO who writes Kellblog, recently shared a set of 2021 predictions, which included this gem : Net dollar retention (NDR) becomes the top SaaS metric , driving companies towards consumption-based pricing and expansion-oriented contracts. Product roadmap to align to client needs.

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C3Centricity

JANUARY 4, 2021

While it will make a real difference in terms of both sales and profits, it is essential to have executive support and true commitment from every employee to think customer first. Getting to Yes: A 7-step Roadmap to Successful Project Management. We all run projects, some of us as a profession.

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C3Centricity

JANUARY 13, 2021

As the saying goes “what gets measured gets managed.” While it will make a real difference in terms of both sales and profits, it is essential to have executive support and true commitment from every employee for you to succeed with the initiative. Getting to Yes: A 7-step Roadmap to Successful Project Management.

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SurveySparrow

NOVEMBER 11, 2021

As any WFH employee will tell you, the reasons are plenty: from work interruptions to sales fluctuations to lack of staff. Empower your management. Update your roadmap. Managers can speed up this process with employee pulse surveys weekly or monthly. Then, schedule one-on-ones with managers to discuss them.

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SurveySparrow

NOVEMBER 11, 2021

As any WFH employee will tell you, the reasons are plenty: from work interruptions to sales fluctuations to lack of staff. Empower your management. Update your roadmap. Managers can speed up this process with employee pulse surveys weekly or monthly. Then, schedule one-on-ones with managers to discuss them.

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VDS

JULY 20, 2020

However, those who were planning to move their contact center to the cloud in 2021/2022 are now faced with increased stress and frustration and regret not changing sooner. By giving employees the benefit of the doubt and not micro-managing them, you will improve morale and strengthen your relationship with your employees.

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ChurnZero

JANUARY 8, 2021

Based on our recent Customer Success Leadership Study (releasing early January 2021), 54% of survey respondents have a Chief Customer Officer (CCO) or Vice President (VP) of Customer Success as their highest Customer Success leadership position within their SaaS organization. Staci Satterwhite, Chief Customer Officer, Khoros.

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CSM Practice

MARCH 8, 2021

Delphix has 100 CSMs with projections to grow the team by 30% in 2021. They needed to build a data-driven model for their team, so they came up with a 5-year roadmap, which included the following: Building the foundation. Multi-year Plan Management. Enterprise-based products. The Challenge. Customer Journey. Moments of Value.

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Gainsight

MAY 10, 2021

The more we thought about it, the more we saw parallels between some of our favorite movies and shows with the agenda we’re developing for Pulse Everywhere 2021. He and the Delphix leadership team were tasked with defining and implementing a five-year roadmap to achieve world-class customer success. Register here. Register Now.

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West Monroe

AUGUST 7, 2022

The average total cost in 2021 (excluding ransomware payments) was $4.6 Endpoint/managed detection and response (EDR/MDR): These solutions provide proactive visibility and monitoring on servers and workstations in a company’s environment and allow for isolation to help contain potential spread of a compromise. Prior to sale.

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Gainsight

NOVEMBER 23, 2020

As the Customer Success function matures, it’s increasingly clear that Customer Success Operations (CS Ops) plays a critical role in driving effectiveness and efficiency just as Sales Ops does for the Sales function. Jeff is the Senior Manager of Customer Success Operations. . Here’s our Roadmap ( PDF link ).

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C Space

JUNE 16, 2020

Pet food sales were up 98%, which SimilarWeb said reflects both Amazon’s goal of driving subscriptions of products with a recurring need to cement customer loyalty, as well as its intent to challenge the ecommerce leader, Chewy , for a bigger chunk of the $21 billion pet food market. They certainly have this year.

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ChurnZero

MARCH 31, 2023

In other words, the growth a company generates from loyal customers will vastly outweigh the value of the initial sale. Customer Success keeps sales team promises Sales and Customer Success teams both interact with customers at “different stages of their journey,” according to HubSpot. The average customer churn rate is 5.6%

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West Monroe

NOVEMBER 2, 2022

billion through their IPOs in the first half of 2022, a sharp decline from a $155 billion boom in 2021. While M&A deal volume is slowing as recessionary concerns remain, top-tier assets are still coming to market, the best of which are still managing to command strong valuations. Build a realistic roadmap. Prepare for exit.

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Strativity

APRIL 27, 2023

To get there, restaurants need to embrace change as a constant and then optimize, roadmap, and even blow some things up in order to respond faster and exceed customer needs. Those relationships mean we know what really took place during the pandemic and how managers and operators are thinking about the future. McKinsey and Co.

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Strativity

APRIL 27, 2023

To get there, restaurants need to embrace change as a constant and then optimize, roadmap, and even blow some things up in order to respond faster and exceed customer needs. Those relationships mean we know what really took place during the pandemic and how managers and operators are thinking about the future. McKinsey and Co.

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Gainsight

JULY 1, 2022

A traditional model based on the marketing and sales funnel no longer works effectively to build sustainable growth for subscription-based SaaS. Of companies that use product experience data, 57% use it to develop product roadmaps. Conversely, sales is involved in conversion 25% of the time. . The State of Product- Led Growth.

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ViiBE Blog

AUGUST 18, 2021

August 18, 2021. It’s easy to get caught up in the numbers, sales figures, and other business-related data and forget that in the end, it’s all about the customer. A customer-centric business strategy bases your company’s sales process on your customer’s needs, wants, and how they want to communicate.

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Gainsight

FEBRUARY 16, 2021

On February 4, 2021, my team reminded me of my 8th anniversary at Gainsight (Gainaversary!). We launched in 2013 with the premise of “software for Customer Success Managers.” Product, Marketing, CS, Sales, and other functions focused their deliverables around the event. So out of necessity, we had to find a bigger purpose.

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West Monroe

JANUARY 18, 2023

But in the late ‘90s, when leadership recognized the legacy wagon model comprised just 25% of sales , the company began introducing more modern iterations to its product lineup, such as mini Tesla Model S replicas. The result? —so team KPIs in turn ladder up to overall organizational goals. The results?

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CSM Magazine

JULY 7, 2022

In its 2021 Technology Trend report, Gartner predicted that, by 2024, businesses that prioritize a TX strategy will outperform their competitors in the critical customer and employee satisfaction metrics by 25 percent. The first step to laying out the roadmap for where you want your TX to go is assessing where your business stands now.

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CustomerSuccessBox

AUGUST 27, 2021

The lubricants to retaining customers lie in your company’s capacity to manage them. The way to manage customers is to engage them with a specialized team that is trained to do the right thing at the right time. Having a clear picture of a customer journey roadmap will help you define your execution process for your SaaS startup.

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Gainsight

AUGUST 10, 2020

Account Management? What was evident from these discussions is that Sales and CS need to be collaborating more than ever. It was amazing to see how health measurements have evolved to incorporate overall ROI, ensuring that the business cases built in the pre-sales process are brought to fruition post-sales.

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Kustomer

AUGUST 19, 2021

Aligning other departments like engineering, new products, sales, and finance with CX is also a great way to build customer advocacy when presenting to the C-Suite. For many CX leaders this can be daunting, especially when trying to manage so many different aspects of the company from winning the C-Suite to contributing to a customer culture.

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