Tue.Sep 29, 2020

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How to Measure the Lifetime Value of SaaS Customers

Totango

Customer lifetime value (CLV) is a glimpse into your enterprise’s future. It is the sum of the profit you make from your customers over time, rather than any single sales event, and it is the most accurate method of anticipating revenue in a customer-centric, Software-as-a-Service (SaaS) environment. If you want to calculate a customer’s true potential value to your future, then you have to calculate the customer lifetime value of a SaaS customer over many years of sustained partnership. .

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Call center cost reduction strategies

TechSee

Contact centers are always looking for ways to reduce costs. This is particularly true during periods of uncertainty and economic downturn, when call center cost savings contribute to business continuity. Since most of a contact center’s operating costs are related to staffing, the easiest and quickest ways of tightening the belt are to cut headcount or shut down live support channels.

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Does CX Apply in Healthcare, Manufacturing, & other Professional/B2B Industries?

Experience Investigators by 360Connext

“I Know Customer Experience is Important, But…” When I speak to groups or host our webinar series, the Weekly Win , I hear one thing over and over again. “I get it. Customer experience is important. BUT… my business is… B2B. Healthcare. Professional Services. Manufacturing. …So we can’t really do this or think about it in the ways you want us to.” I understand.

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What we Ask (and What it Means)

CX Workout - Ideas Blog

What we Ask (and What it Means). Simon Sinek taught us all the value of entering into a challenge by answering the “Why” question in his brilliant Ted Talk: “ Start with Why.”. But not everybody instinctively starts with why. Different personalities prefer different questions. Ideators start with “Why.” Why is this relevant? Why should I care? Why did it happen?

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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Will Yesterday’s Professional Competencies be Enough for What’s Next?

One Millimeter Mindset

How do yesterday’s professional competencies meet today’s and tomorrow’s client needs? Something shifted during the pandemic. Did you feel it? Because yesterday’s professional competencies are table stakes for meeting today’s and tomorrow’s client needs. Actually, they have been for quite a while. From your perspective, how you learned to do things, yesterday, remains the crux of how you and your teams deliver solutions to clients.

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What the “New Normal” Will Look Like in the World of CX

Kustomer

While at times 2020 can feel like a real-life “Black Mirror” episode, it did force many CX teams to transform at lightspeed, re-evaluating how they got their work done and what a successful customer service interaction looked like. According to research conducted by Kustomer in April 2020, 79% of customer service organizations reported that COVID-19 had impacted them significantly.

2020 116
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Chat gone wrong

Customer Enthusiast

Imagine paying $216 per year for the privilege of receiving your monthly invoice at the correct address. In order to change the billing address on his account, CenturyLink chat reps led one customer on a 68-minute odyssey that would involve four reps, three hand-offs (including the dreaded escalation to a supervisor), multiple requests for repeat […].

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Loan Origination Automation at AEON Credit Service Asia (ACSA)

Bizagi

Time is money. Customers don’t want to be left waiting and people now expect instantaneous responses to requests and immediate services and solutions. Digital solutions are helping organizations to meet these expectations, with the financial services industry leading the way in delivering efficient digital process automation, while still remaining compliant.

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Embracing Customer Feedback In Your Community Forum

Vanilla Forums

Customer feedback plays a crucial role in any successful organization. As a result, it’s important to embrace customer feedback rather than to fear it. This blog will discuss why customer feedback is so important and why an online community forum is the best way to get it.

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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5 Real-Life Lessons On Customer Support

SurveySparrow

Customer support is the hallmark of a great company. Too often, companies will sell the product or service and think their job is done. What makes companies successful, though, is not one sale. It is building loyal customers who act as great marketers for your company. Companies need to make sure that they are providing a great customer experience. It is an investment that’ll pay off well in the long term. .

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Top 10 Customer Success Takeaways from INBOUND 2020

ChurnZero

For the first time in nine years, HubSpot’s INBOUND conference was not able to hosted as an in-person experience for obvious reasons. Instead they created a new immersive online experience that took the course over two days (September 22 & 23, 2020). . The magic of INBOUND is and always has been the “it” factor that happens when you bring together incredible speakers covering unique and interesting topics, creative activations & experiences and a uniquely engaged attend

2020 59
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How much is your contact center security policy costing you?

Talkdesk

Information security is the most important but least discussed pillar of any contact center regardless of scope, size and industry. One simple data breach can easily expose sensitive information, damaging either your relationship with customers, your reputation or both. Security should be a top priority for all aspects of contact center operations, from the way agents access customer support systems to how and where customer data is stored.

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The Importance Of Social Media Customer Service In 2020

Magellan Solutions

For modern consumers, using social media to air complaints and to get the kind of help they need is the best option. Waiting to talk to a customer service representative over the phone can actually take a long time, and going to the company’s office can be too much of a hassle. However, knowing that they can get help through social media is what most customers choose to do.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Seeing the Bigger: Picture Using Salesforce CRM Data to Reveal New Insights that Improve Contact Center Performance

NICE inContact

Your CRM, like Salesforce, helps you manage your customer relationships. CRMs create comprehensive profiles for your existing customers and prospects that can help you serve them better and improve your sales opportunities.

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The roots of a healthy relationship

Strikedeck

Vincent Manlapaz, in an interview with Jeff Heckler, talks about why CS is the root of a healthy relationship.

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Breaking up is Hard to Do

Confirmit

At some point, we’ve all been through a break up. It’s hard. But there comes a time in some relationships when we have to ask ourselves, “am I getting what I need?” Among other things, a strong relationship is one in which there is stability, mutual respect, consistent support, and economic security. So now, we ask you – are you getting all this from your software vendor?

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10 Tips to Help You Create More Engaging Social Media Videos

CSM Magazine

Social media allows millions of viewers to enjoy your content with just one click! By creating engaging videos, you can build your platform quickly. Here are 10 tips to help you create more interesting and captivating videos. 1. Choose the right titles, thumbnails, and captions. The first thing that the viewer will see is either the title, thumbnail, or caption depending on the social media platform that you’re posting your video on.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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Why CS & Sales Should be Friends, not Enemies

Education Services Group

As a sales leader in a thriving Customer Success marketplace, it pains me to see the dysfunction that often exists between these two power-house organizations. Is some of that tension warranted? Absolutely. Political tug of war over revenue, CS cleaning up ‘bad-fit’ customers, sales running out of referenceable clients from less-than-ideal delivery scenarios.

Sales 52
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“I Do Care” as the Essence of Customer Service

CSM Magazine

When a user contacts technical support, it means that the customer is already at a loss. In most cases, the customer lacks an understanding of how a service or application works. Perhaps, the product is too complex to be 100% understandable at once, or some functions are not convenient enough to use. Perhaps, the customer came across a bug or a missing feature.

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How To Grow Your Home Service Business with Angie’s List Reviews

Grade.us

Reading Time: 8 minutes. Is Angie’s List an outdated review site in the home services industry that should be disregarded? Does their review platform still have value for professionals — roofers, plumbers, handymen, mechanics, doctors, dentists — local service providers? Should you still invest time collecting Angie’s List reviews and building out your listing?

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Group Benefits Insurance: What Are the Advantages?

CSM Magazine

Nowadays, job seekers are more drawn to benefits than hard cash. Most employers offer attractive insurance plans for their employees in an attempt to attract the best calibers in the market. Health coverage is the most common type of group insurance that employers provide for their employees. However, many companies are now adding life insurance and other more elaborate insurance plans for a more generous compensation package.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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How to Create a Content Plan: A Comprehensive Guide

DemandJump

For successful content marketing , there are few things more important than creating a thorough content plan. Putting in preparation and foresight can save you from timesucks, wasted marketing budgets, and the frustration that comes from knowing what you’re doing isn’t working. But marketing strategy is a long process, and planning is a part of pretty much every step along the way.

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Beta Testing Is More Than Just an Insurance Plan

Centercode

Here’s the universal truth about insurance: you buy it, but you hope you never actually have to use it. We treat insurance as a necessary evil for this reason. Nobody ever looks forward to purchasing or using it. In every case where insurance gets used — be it for your car, your house, or your life — it’s because something went horribly wrong.

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Different Types of Marketing Content: When to Use Each Type

DemandJump

Did it ever occur to anyone that pamphlets, print media, and direct mail are also types of content marketing? While content marketing has become a buzzword in conjunction with digital marketing, all marketing has always relied on content.

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3 Reasons Why Transcosmos Has a Business Continuity Plan

transcosmos Information Systems

Intro. Did you know that 51% of companies have no business continuity plan to deal with a global pandemic, according to a survey conducted by Mercer in February 2020? A further study revealed that cyber incidents are the biggest threat to companies in 2020. These are some of the reasons why Transcosmos has a Business Continuity Plan in place. With the help of our existing Business Continuity Plan, the transition of our whole Manila operation to the home office base was completed only within 24 h

2020 62
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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.