Totango
DECEMBER 28, 2021
Knowing how to fight customer churn is critical for keeping SaaS business models sustainable. The more customers you lose to churn, the more you have to invest in new customer acquisition to maintain your revenue, and the harder it becomes to grow your business. On the other hand, the more customers you can retain, the more revenue you gain from new customers you acquire, and the more your profit margins grow.
ShepHyken
DECEMBER 28, 2021
Calming Upset Customers. How Leaders, Managers, and Staff Can Stay Effective During Unpleasant Conversations. Shep Hyken interviews Rebecca Morgan, an international speaker, management consultant, and bestselling author. She wrote the bestseller, Calming Upset Customers that sold more than 250,000 copies. They discuss what leaders and managers can do to help customer service staff manage upset customers and avoid issues in the future.
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NICE inContact
DECEMBER 28, 2021
Do you wish you had a crystal ball that would tell you what 2022 has in store for your contact center? We're not fortune tellers, but we do have plenty of insights about what lies ahead.
CSM Magazine
DECEMBER 28, 2021
Lezli Harrell, Vice President at COPC Inc., takes an in-depth look at how leaders can improve employee engagement to drive a better customer experience and achieve greater customer loyalty. You know the old adage, “happy employees = happy customers.” It’s been around a long time but it’s being put into practice more today than ever. Leading this effort is the increased role that customer experience (CX) plays as a key differentiator, particularly with increasing competition and customer expectat
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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.
SaleMove
DECEMBER 28, 2021
We look back on the top articles of 2021 and how Digital Customer Service has reshaped the customer experience and improved service delivery. The post 2021: Prioritizing Customer and Rep Experience appeared first on Glia Blog | Digital Customer Service Explained.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
ClientSuccess
DECEMBER 28, 2021
As we reach the end of 2021, customer success teams are hard at work compiling end-of-year reviews for their customers. Whether your team conducts business reviews quarterly, bi-annually, or yearly, preparing well in advance is critical to presenting proactive, well-researched information to your customers. Your CSMs can be more confident and prepared for their upcoming business reviews by following these steps to prepare for customer business reviews: 1.
SaleMove
DECEMBER 28, 2021
We look back on the top articles of 2021 and how Digital Customer Service has reshaped the customer experience and improved service delivery. The post 2021: Prioritizing Customer and Rep Experience appeared first on Glia Blog | Digital Customer Service Explained.
SurveySensum
DECEMBER 28, 2021
Why are you NOT Getting Enough Survey Responses: 7 Solid Reasons. Your survey is too long and you’re asking too much. You don’t A/B test delivery time. You don’t give them a reason to fill your survey. Your surveys are not personalized. You forget to double-check your surveys. You don’t give your respondents an option to skip a question. Your surveys aren’t powered by conversational AI.
SAP Customer Experience
DECEMBER 28, 2021
On behalf of the CRM & CX Product Learning CoE team, I am pleased to announce the official release of the new SAP Sales Cloud 2111 Stay Current Certification. SAP Sales Cloud 2111 Stay Current (C4H41_SC) Target Audience End Users Administrators Functional Consultants Certification Description This stay current program consists.
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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
Zonka Feedback
DECEMBER 28, 2021
Employees are the greatest asset for any organization, and to fully utilize these assets, it's necessary to keep them motivated and engaged. While companies and corporate professionals have switched to remote working cultures, one of the biggest challenges they face is to bring the teams together and keep them engaged, but if they use the right tools and technology, it can increase employee engagement even for remote employees.
Totango
DECEMBER 28, 2021
In our State of the Customer Success Industry and Salary Report for 2021 customers told us that their top challenges for 2021 included: Ability to scale and connect with more customers. Greater visibility into customer adoption and health. Reduce the time spent by CSMs on low-value tasks. Many of the new features and enhancements that we’ve added to our platform in 2021 reflect our commitment to addressing these key challenges as we work hard to continue to deliver a great experience and value f
SmartKarrot
DECEMBER 28, 2021
SaaS sign-up flow is the first thing your prospective customers will experience when they interact with your product. Since first impressions are the last impression, making your SaaS sign-up flow as frictionless as possible makes sense. It also results in a better user experience and drives in higher SaaS conversion rate. . We will look at the various steps to optimize SaaS sign up flow to increase conversions later in this write-up.
ChurnZero
DECEMBER 28, 2021
It’s the end of the year which means it’s once again time for roundups of the most popular trends from the past 365 days. Leading the way, Google released their Year in Search for 2021. Who would have thought that 2021 would be the year the world searched for “y2k” more than ever before? All thanks to various trends from the late-’90s to mid-2000s coming back into style.
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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,
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SmartKarrot
DECEMBER 28, 2021
Writing thank you notes for customers has become an outdated practice lately. More often than not, business owners drain all their energy trying to find new leads while ignoring those already happy with their services. That is a huge mistake, especially for B2B SaaS companies. . Sending thank you notes to clients is a very polite gesture. However, if you do it right, it can cement your relationship with your customer.
Forrester's Customer Insights
DECEMBER 28, 2021
Talking with sellers is like measuring weather patterns; you find out quickly which way the wind is blowing. And the topics Forrester clients ask about often reveal emerging trends. So what’s top of mind for B2B sales teams? I created a list of the top five topics revenue leaders asked me about in my first […].
CustomerSuccessBox
DECEMBER 28, 2021
Customer segmentation is an important step in your business process. It allows you to be more agile and responsive to your prospects and customers. Faced with a given category, you will be able to adapt your message, your commercial and communication actions. The objective is to better convert your prospects and to retain long-term loyalty, all of your customers.
CSM Magazine
DECEMBER 28, 2021
Customer service videos build brand equity by engaging customers and answering questions about minor issues. These videos free up time for you and your support team to focus on more pressing issues that may require more technical expertise to handle. While video marketing could be part of a solid marketing strategy — and generate 49 percent more revenue than teams who don’t — videos are also a better way to pass across information that sticks.
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.
SmartKarrot
DECEMBER 28, 2021
Ever wondered is there anything that is missing out from your customer success software essentials? . Just imagine what would happen if you were able to find out that your accounts department was unable to get in-depth information about isolated accounts, accounts managers facing the ordeal of insufficient buy-in to new systems, and broken processes.
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