Fri.Jul 29, 2022

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Why Customer Expansion Should Be A Critical Component of Your Growth Strategy

Totango

Did you know that 70% of revenue in a subscription-based business comes from existing customer renewals and upsells? Renewals and upsells are effective ways to expand customer revenue for any recurring revenue business model but they are especially important during periods of economic uncertainty when new acquisition growth slows down or stops altogether. .

Metrics 112
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Guest Post: 7 Factors Influencing First Call Resolution

ShepHyken

This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. He shares the best practices for improvement can make a huge difference to your first call resolution rate. . You don’t want to wait around for your queries to be resolved.

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How to Overcome Small Business Lending Challenges

SaleMove

As financial institutions seek to increase small business lending, tools like Digital Customer Service help increase conversions and accelerate business. The post How to Overcome Small Business Lending Challenges appeared first on Glia Blog | Digital Customer Service Explained.

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Customer intent is a treasure trove of actionable data hiding in plain sight

Think Customers

Every time customers interact with a customer service representative, do a keyword search, click through a brand’s website, or engage other touchpoints, they’re giving hints about their interests and intentions. The companies that understand customer intent—the purpose or reason behind a customer’s behavior—are better positioned to give customers want they want and outperform competitors.

Apparel 59
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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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Automating and digitising CX in financial services

Eptica

Date: Friday, July 29, 2022 Author: Pauline Ashenden - Demand Generation Manager Automating and digitising CX in financial services. Published on: July 29, 2022. Author: Pauline Ashenden - Demand Generation Manager Driven by the rise of agile new entrants and the emergence of new digital channels, financial services companies are looking to new technology to digitise and automate customer service.

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10 Benefits that Chatbots Are Bringing To The US Healthcare Industry

kommunicate

Last Updated on July 29, 2022 In the healthcare industry, every fraction of time weighs significance. People do not want to engage in waiting lines or sit by the phone looking out for a response from medical professionals. In this post-pandemic world, healthcare providers have to be more keen-eyed with their approach to customer service. [.]. The post 10 Benefits that Chatbots Are Bringing To The US Healthcare Industry appeared first on Kommunicate Blog.

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Five Signs That It’s Time for a New ERP

Circular Edge

As the manufacturing and distribution industries regain momentum, businesses need to scale quickly more than ever before. The right technology enables and adapts to that growth. NetSuite delivers the real-time view of the business that manufacturers need, without the headaches and inefficiencies of disconnected and costly in-house IT systems. Download this white paper to understand many of the issues that manufacturers and distributors typically face, and why so many have decided to move to NetS

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How to Create and Manage an Efficient Customer Success Workflow

CustomerSuccessBox

Every step of the way, the ideal customer experience offers seamless, consistently high-quality service. Throughout the customer lifecycle, customers frequently interact with various teams within your business. Keeping track of all of these interactions might be difficult, but good communication and making customer data open and available throughout the business guarantee a great customer experience.

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Controlling Contact Center Costs—the Right Way?

Brad Cleveland Blog

With the current economic challenges, many organizations are likely to look for ways to control costs as they serve customers. Done right, these efforts can be successful. But the wrong approach can backfire in the form of new and/or hidden … Continue reading → The post Controlling Contact Center Costs—the Right Way? appeared first on Brad Cleveland.

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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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Customer Service Unplugged — Or Why Empathy Matters

Forrester's Customer Insights

When you strip a song down to its base, you end up with a simple acoustic version, free of overproduction or electronic distractions. The most striking example of this for me is Eric Clapton’s version of “Layla” from MTV Unplugged. When you strip a contact center down to its base, you end up with one-on-one […].

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Jul 29 – Customer Success Jobs

SmartKarrot

Role: Customer Success Director Location: New York, NY, US (Hybrid) Organization: Constellation As a Customer Success Director, you will be building and cultivating relationships with existing and prospective clients in order to increase revenues. Can successfully manage their book of business on their own with minimal involvement from senior management and consistently hit target upsell goals.

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What is the Importance of Student Feedback & Ways to Collect Student Feedback?

Zonka Feedback

Feedback is an essential component of the educational system. It can be incorporated to enhance teaching and learning techniques since it has an immediate impact on the process of acquiring knowledge and has a direct impact on both teaching and learning.

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Gainsight Horizon AI Labs: What Is The Right CSM to Customer Ratio?

Gainsight

Co-authored by Shantan Reddy. I don’t know about you – but data is one of my favorite things to geek out about (in addition to creating music parodies and talking about physics ). . Many of you know Gainsight has thousands of customers and tens of thousands of customer success managers that use Gainsight daily, so we have a substantial source of data in our platform.

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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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Eat Your Own Dog Food: How Centercode Tested Our Own Software

Centercode

In Spring of 2021, Centercode's biggest release yet was imminent and it was finally time to gather customer feedback. Coincidentally, the release included an entirely new framework, Delta testing, built to capture actionable feedback from testers with minimal effort.

2021 52
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Port In The Storm: Takeaways From Amazon’s Q2 2022 Earnings

Forrester's Customer Insights

After years of spending lavishly on growth, Amazon cut costs in Q2 2022, reducing headcount by 6% and, according to CEO Andy Jassy, “improving the productivity of [its] fulfillment network.” As a result, Amazon reported a $2 billion loss, marking the business’s second consecutive quarterly loss, which hasn’t happened since 2014. Amazon’s revenue rose 7.2% […].

2022 49
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How Customer Success can transform your SaaS business

ChurnZero

This article was originally published on Forbes.com. Acquiring new customers is good. But keeping the customers you have is better. With the rise of the SaaS model, retention has dethroned acquisition as the primary means to achieve long-term growth and high valuation. Incremental improvements lead to big gains. In fact, according to one source, increasing your customer retention by just 5% can increase your revenue by up to 95%.

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The best CRM for customer service in 2023 and beyond

Method:CRM

Customer service is essential for any growing business. To provide the best customer experience, you need the right tools behind you, like customer relationship management (CRM) software. But with all the options available, which one is the best CRM for customer service? Read on for the best CRM tools for customer service in 2023 and beyond! What is customer service software?

2023 52
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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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US Federal Government Continues Cybersecurity Leadership With New OMB Memo

Forrester's Customer Insights

Recently released Office of Management and Budget (OMB) memo M-22-16 outlines, and further aligns, Federal Civilian Executive Branch (FCEB) agencies’ FY2024 budgetary considerations for cross-agency cybersecurity investments. The guidance in M-22-16 provides enables federal civilian agencies to properly assign cyber initiative funding towards the most critical areas of cybersecurity.

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Why Fast-growing Companies are Switching to NetSuite

Circular Edge

Over the years, QuickBooks has become the de facto standard financial software for small businesses, with more than 5 million businesses using it. QuickBooks is the best fit for many businesses on day one, but is it the right choice to enable rapidly growing businesses to sustain and accelerate growth? Learn about the 5 triggers that indicate QuickBooks is failing your business and how moving to a single, integrated cloud-based system is a better solution.

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Biased Survey Questions: 7 Examples & How to Minimize Them

SurveySparrow

Previously we discussed bias in surveys , the impact of different types of bias, and how to fix them. Now let’s talk about another major contributor to misleading survey results: biased survey questions. . Just like in life, the way you phrase questions can lead to totally different outcomes. So in this article, we will talk about: What are biased survey questions?

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All about GameChanger: Is There a Free Version, Can You Download GameChanger, and More

SmartKarrot

Gamechanger is a software and technology company based in the United States that creates and refines powerful mobile applications that can significantly improve sports and team management processes. Gamechanger’s solution can enable users at every stage of the team management process, such as parents, players, coaches, team representatives, and much more, to access team-related data and insights much faster than ever before.

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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.