Beyond Philosophy

MAY 17, 2016

In preparation for Customer WinBack , my 2001 book on customer loss and recovery co-authored with Jill Griffin, we conducted original research among purchasing agents and sales/marketing managers to better understand the essential value delivery perceptual differences between customers and suppliers.

Customer advocacy 186

Customer advocacy Consulting Consulting Sales 186

Callminer

FEBRUARY 21, 2018

One common mistake I see from call centers that I have consulted with over the last year is…”. His journey with Terminix began as a summer job in 1996, and ultimately became a full-time career in 2001. The second mistake call centers make when buying call monitoring software is falling victim to heavy pressure tactics from sales staff.

call center software 210

call center software Call Center Contact Center Interactive Voice Response 210

TechSee

DECEMBER 5, 2017

According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. Founded in 2001, Fonolo’s cloud-based call center solutions provide companies with visual dialing and virtual queuing services.

Contact Center 116

Contact Center Technology Self service Call Center 116

ChurnZero

OCTOBER 13, 2023

In 2001, author and consultant Patricia Seybold could see that technology was having a profound impact on business economics. First, she advocated for a single executive leader to be charged with overseeing the post-sale teams and ensuring customers get value from a product. Businesses had to become more customer-centric.

Chief Customer Officer 52

Chief Customer Officer Benchmark SaaS Customer centricity 52

Customer Guru

MARCH 7, 2018

I completed my engineering in 2001, majoring in Electronics. So, I joined a call center – a technical voice based one – and my profile was that of a technical consultant to customers outside India. For instance, whenever a customer had a bad experience, I would report it to my sales team and base manager in BA for service recovery.

Customer Experience 65

Customer Experience Customer centricity Chief Customer Officer B2C 65

PeopleMetrics

JUNE 4, 2019

The sales force becomes a key touchpoint in the customer experience for B2B. B2B companies are smart to want to know what their clients think of their sales process and how the expectations that their sales force established compared to their actual experience. SALES FORCE: Key touchpoint. VOLUME: Small. SOCIAL: N/A.

B2C 122

B2C B2B Real estate Airlines 122

PeopleMetrics

MARCH 26, 2018

If you're a B2B company, you may think about the first interaction prospects have with your sales team. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Touchpoints vary. Touchpoints will vary depending on the type of business you're in.

Feedback 85

Feedback Surveys B2B Call Center 85