BlueOcean

MARCH 31, 2022

If you’ve been a reader of Blue Ocean’s blog for any length of time, you probably know we love sports and particularly baseball. The common thread between what workforce management experts and what the manager of a pro sports team might do when the game is on the line is pretty obvious once you think about: we both depend on both statistics and relentless practice to make informed decisions and react to changing dynamics.

Contact Center 296

Contact Center Sports Management Customer Care 296

Beyond Philosophy

MARCH 31, 2022

In the late 1970s, we had a 25 percent inflation rate. It was astronomical. Lately, in some of my experiences as a consumer, I feel a sense of Deja vu. Inflation is everywhere, from the gas pump to groceries to cars and real estate. Inflation is also problematic for businesses. It is frustrating as a brand trying to control an image with customers while feeling pressure to raise prices and cut costs.

Customer Experience 89

Customer Experience 2022 Call Center Customer Centricity 89

Kustomer

MARCH 31, 2022

The transformation is underway and happening fast. Almost every aspect of the way we shop, sell and connect is evolving. Messaging is becoming essential to solve customer issues on-demand, and as a way to build lasting relationships — on channels that customers use every day to communicate with their family and friends. Modern consumers want to connect with businesses at every stage of their journey – from pre-purchase to post-sales support.

Events 98

Events 2022 Demo Consumers 98

Call Experts

MARCH 31, 2022

Tax season is here, and your business needs help. . So when it’s tax season, and your phone is ringing off the hook, what do you do? It can be a little overwhelming. And scary. You need some help, but who can you trust? We’re here to answer that call! Call Experts is a nationwide answering service committed to giving you the support you need during tax season.

E-support 98

E-support 2020 2021 2019 98

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

ChurnZero

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? The audience had a ton of great questions that we couldn’t let go unanswered. Following the webinar, we invited Dave to give his rapid-fire takes on tracking the retention of auto-renew customers, calculating customer lifetime value as a startup, comping CSMs on expansion, determining the importance of measuring time to value, and much more.

Metrics 98

Metrics Customer Success Insights Net Promoter Score 98

SurveySensum

MARCH 31, 2022

“Companies that excel at the customer experience drive revenues 4% to 8% higher than those of their market. – Bain”. I recently bought a microwave from an eCommerce website. . Within 1 hour of the delivery, they sent me an NPS survey asking ‘How likely are you to recommend the product to your friends or acquaintances?’. I haven’t even unboxed it yet!

NPS 52

NPS Net Promoter Score Effort Score Touchpoint 52

CustomerSuccessBox

MARCH 31, 2022

With the tremendous growth in the SaaS industry, the job role of a Customer Success Manager (CSM) has become one of the most promising careers! In this highly competitive SaaS market, it is the customer success manager who elevates the company’s growth. They are the ones responsible to drive away a customer’s business-related nightmares. Being a great customer success manager is not that easy!

Customer Success 52

Customer Success Management Customers Communication 52

CSM Magazine

MARCH 31, 2022

Voice is the fastest form of human communication and has long been the backbone of the customer service industry. Now, with the development of voicebots the power of voice is reaching new heights. In this article, we will discuss the basics of voicebot technology and how it is changing the customer service industry. What is a voicebot? A voicebot is a computer program that can recognize and respond to voice commands.

Customer Service 52

Customer Service Contact Center Customer Service Representative Technology 52

MyCustomer

MARCH 31, 2022

Loyalty How to stop inflation from killing your CX.

Customer Experience 83

Customer Experience Loyalty Customers 83

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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

Retail

Gainsight

MARCH 31, 2022

Data drives your customer success program. It adds up to highly effective scorecards. It enables correlations that help predict renewals and expansion opportunities. BUT, it can also create delays in your program, confusion among teams, and derail your target CS outcomes. Avoiding those data pitfalls is imperative for early-stage maturity teams. . Recently, Gainsight’s Director of Customer Success Strategy, Tim Van Lew, spoke with Cameron Marijosius SVP, Customer Success at GovOS about how to en

Webinar 52

Webinar Customer Success Financial Customer Base 52

MyCustomer

MARCH 31, 2022

Customer journey mapping is one of the core tools in the customer experience professional’s tool kit - and with good reason; they help. 8th Apr 2022 The 4 most common journey mapping activation gaps. By Michael Hinshaw Founder and President.

Customer Journey Mapping 59

Customer Journey Mapping Customer Journey 2022 Customers 59

CSM Magazine

MARCH 31, 2022

Managing office essentials is a necessary practice to establish a seamless workflow. Adopting a proactive approach to handling your office supplies will cut your cost, time and simplify your work processes. This article discusses various tips to keep a constant supply of inventory for your office supplies, ensuring you cut down on waste and streamline your budget.

Document 52

Document Article Management Engagement 52

Alida

MARCH 31, 2022

Many software products can provide data visualizations, but —by following a proven end-to-end methodology— your dashboard can be more effective at providing insights, and ultimately impact your business outcome.

Insights 130

Insights 130

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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

Measurement

CSM Magazine

MARCH 31, 2022

Reducing customer effort is key to keeping your customers happy. If they have to put in a lot of effort to get what they want, they will be less likely to come back. In this article, we will discuss ten easy tips that you can use to reduce the amount of effort your customers have to put in. 1. Use a Customer Portal. A customer portal is a great way to reduce customer effort.

Customer Service Representative 52

Customer Service Representative Customer Relationship Management Airlines Hotels 52

Brandwatch CX

MARCH 31, 2022

Customer Service 52

Customer Service Marketing Customers 52

Forrester's Customer Insights

MARCH 31, 2022

We all talk about it. Most of us believe it. Nearly nobody does it: Organizations are NOT optimizing for value for customer. If they did, they’d make sure to help customers accomplish their goals and meet their needs. But instead, most companies optimize value for the business. Three illusions are at the root of this: […].

Customers 26

Customers Customer Experience 26

Clarivate

MARCH 31, 2022

Domain name-based brand targeting negatively affects both reputation and bottom line. Awareness of emerging threats is a critical piece of the brand protection puzzle. Here we examine how bad actors are combining new metaverse / web3 themes with brand names in traditional TLDs and explore options to strengthen defensive registration strategies. The ‘Goldilocks’ principle is a core challenge of brand protection in the domain name space; businesses frequently struggle to find the “right” level of

2021 119

2021 Brands 2022 Webinar 119

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.

Customer Insights

SmartKarrot

MARCH 31, 2022

Role: Customer Success Director Location: Denver, CO, US Organization: E Source As a Customer Success Director, you will be the primary point of contact for the customers, acting as a concierge for all of E Sources offerings. Management of renewals for subscription memberships. Develop an ongoing engagement and sales support strategy that includes leading onboarding and training sessions, having a larger/strategic presence in customer syncs, preparing quarterly progress reports and holding check

Customer Success 19

Customer Success E-support Leadership Customer Satisfaction 19

Middlesex Consulting

MARCH 31, 2022

For industrial companies, product sales and margins are in a declining cycle. Still, owners and executives are demanding growth. Fortunately, aftermarket service revenue is delivering the needed boost. When customers consider purchasing any service or product, they calculate the value they receive from each option. They ensure that the quantified benefits (in dollars) exceed the […].

Consulting 78

Consulting Sales Customers 78

SmartKarrot

MARCH 31, 2022

Imagine you are in a restaurant, and no one is helping you out with the seating, food, combos, or options- feeling lost? Well, that is how startups and SaaS companies feel when they do not take customer success seriously. To grow a SaaS company, it is important to communicate and engage with customers as much as possible. Customer success needs to curate a good customer experience to retain customers for a long-term commitment.

Customer Success 10

Customer Success Social Media NPS Sales 10

ReviewTrackers

MARCH 31, 2022

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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.

Information

Vanilla Forums

MARCH 31, 2022

Until recently, most organizations have relied solely on sales and marketing to promote growth, but these days, product-led growth is fast becoming a go-to strategy for companies across the SaaS world, and Customer Success teams should be leading the charge.

Sales 52

Sales Customer Success Marketing Customers 52

Genroe

MARCH 31, 2022

Covering launching and running a VoC program; including the 5 Steps to launch it, the best VoC metrics to use and overall best practices. The post How To Launch and Run A Voice of the Customer Program appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe.

Net Promoter Score 52

Net Promoter Score B2B Metrics Feedback 52

Forrester's Customer Insights

MARCH 31, 2022

Marketing’s shift to digital and its rising importance in a rapidly changing world will lead to an acceleration in marketing investment over the next five years. But growth will vary significantly by industry.

Marketing 49

Marketing B2C B2B 49

Perkville

MARCH 31, 2022

Perkville can now access details about memberships in Mariana Tek which were not accessible before.

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52

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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.

Customer Engagement