Mon.Oct 12, 2020

Is Your Customer Success Team Reactive or Proactive? 


If there is one thing that customer success managers have learned throughout the ups and downs of 2020, it’s that there is no such thing as being too prepared. The SaaS industry has gone through a ton of instability this year, and seasoned CSMs know that this time of change is far from over.

2020 61

Top Customer Service Considerations for Retailers in a Post-COVID World

Jerry Campbell

2020 216

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Best Practices for B2B Customer Experience Programs

Craig James

B2B 108

How Does Knowledge Management Improve Customer Engagement?

Sadie Williamson

2020 182

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Your Ultimate Guide to Customer Experience

Catherine Thurtle

Get all the tools and information you need to manage, strategize, measure and impact all aspects of the customer experience for your business

2020 92

More Trending

ServiceNow BrandVoice: Great Customer Service Requires A Smarter Workflow

Jeff Koyen

Today, 84% of consumers value brand experience as highly as a company’s products and services. Here’s how any customer service department can leverage AI, self-service and more to maximize positive customer interactions—even during a global pandemic

2020 130

5 Top Customer Service Articles For the Week of October 12, 2020


Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Radical Empathy And Other Ways To Rethink Your Customer Experience by Bridget Brennan. Forbes) Our world is changing by the minute (or so it seems), but amidst all the disruption, one thing remains constant: women’s domination of consumer spending.

2020 68

Top 12 Airtable Alternatives


We all understand how project management can be a daunting task. And when you have to use a tool that has limited functionality, project management will be a sheer disaster. . If you are using Airtable for project management, then maybe you’re already facing some issues with the app.

CEM 52

Your Ultimate Guide to Customer Journey Mapping

Harry Gough

When you’re looking to improve customer experience, it’s important to think like your customer. That’s where customer journey mapping comes in

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Part 1: Enabling Collaboration of Customer Support Teams in Remote Environments

Team Support

“Right now, you as leaders have only one option: lead your way out of this challenge.” That’s what Mike Caracalas , leadership coach, executive consultant, and author of Ten Strategies to Get Better Results with People advised when we sat down with him last Spring.

2021 56

Building a Customer Experience Vision

Jack Davies

The best customer experience programs rely on an overarching vision that can inspire an organization through years of program maturity

2020 65

How Kustomer Helps Build Meaningful Customer Relationships for Today’s Leading Brands


If the past year has taught the CX world anything, it’s that building and maintaining customer relationships is the key to survival during tough times.

Goodbye Mammoth Digital Transformation Projects. Hello Digital Business

Think Customers

The term “digital transformation” is meant to represent faster, more convenient, and more cost-effective ways that companies conduct end-to-end business through digital means.

2020 52

Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists The Community Roundtable, you will learn the effectiveness of community in empowering your customers, and generating value for your business.

Top CCM Trends of 2020


It's trite but true: Technology is constantly changing and evolving. Sometimes those changes are massive, other times they’re almost unnoticeable, especially if you don’t know what to look for. That’s why it’s so important to keep up to date on the latest news and trends that shape an industry. This is especially true for industry leaders and decision makers. Customer Experience Customer Communications Technology

2020 48

Next-Generation Loyalty Marketing (for experts)

Currency Alliance

About three years ago, I was flying from Barcelona to New York on United Airlines. As we were descending into New York, five flight attendants approached my seat in the back of the plane and they said, “Are you Mr. Ehredt?”.

Introducing the new GetFeedback platform


Quickly adapt to your customers’ evolving needs with a modern CX solution. Product & News

2020 229

With Your Customer Experience – Can You See the Forest for the Trees?

Innovative CX

On more than one occasion, I’ve been asked by a CEO to “fix the customer service department” so the organization can improve its customer experience. The request sounds like this, “We’re getting too many service-related calls in our contact center and that’s giving us poor ratings on our surveys”.

2020 52

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

Markies Monday: 3 Ways to Achieve ROI in Marketing

Smarter CX

Welcome back to Markies Mondays, a weekly blog series designed to help you learn more about the 2020 Markie Award categories, finalists, and winners. Be sure to check back each week to learn how Oracle CX customers are driving success and building customer relationships that last.

ROI 50

How to Use Customer Feedback Analysis to Make the Most of Your Data

Sam Frampton

The reasons to collect customer feedback are obvious; in order to create the

2020 130

Dealing With An Unexpected Spike? Don’t Reduce Your Coaching

Jeffrey Newman

2020 159

The New Brandwatch Help Center

Brandwatch CX

Brandwatch Updates

2020 80

Need to More Effectively Manage Your Call Center?

TASKE shares how you can rewind your real-time dashboard and watch agent and time activities in the past. Download the infographic here!

The Evolution of Customer Success

Suraj Sharma

The Evolution of Customer Success Before the Internet, customer interactions post-sales were slower. Think call centers and switchboards

CRM Hack: Testing and Evaluating CRM Strategy and Contribution


A challenge many companies face is understanding the CRM contribution in their marketing efforts. In other words, figuring out just how much their CRM is really worth.

2020 74

What Customer Feedback To Collect - And When

Jack Davies

There are a number of different customer metrics to benchmark and monitor customer feedback

The New Brandwatch Help Center

Brandwatch CX

Brandwatch Updates

2020 52

B2B Pocket Playbook: End-to-End Guide to Sales Enablement

Sales enablement is the strategic process of providing sales teams with the content, guidance, and mentorship needed to engage targeted buyers. It’s all about equipping sales professionals with the tools they need to put their best-selling foot forward. And if sales teams want to continuously sell better -- and faster -- their sales enablement process must have a game-winning strategy. It's time for you to start selling smarter - and hitting your sales number - with the best B2B database in the market. Get started today.