ShepHyken

MARCH 27, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This article is about taking care of employees so they will take better care of your customers. Read the article and find out.

Customer Service 57

Customer Service B2B Customer retention CRM 57

ShepHyken

AUGUST 12, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: Let’s start with an article I read after I prepared last week’s Top Five Roundup. Here are my top five picks from last week.

Customer Service 254

Customer Service CRM Customer Experience Surveys 254

ShepHyken

SEPTEMBER 15, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: We lead off this week’s Top Five roundup with an article of expert commentary compiled by Megan Jones at Call Centre Helper.

Customer Service 213

Customer Service Airlines Self service CRM 213

ShepHyken

JANUARY 28, 2022

This week we feature an article by Joy Gomez, founder of Field Promax , a company that helps organizations streamline and standardize their workflow, manage teams, communicate with customers, process work orders digitally, and grow their business. He shares the 5 ways a CRM can influence the customer and business part of your organization.

CRM 183

CRM Sales Feedback Customer Support 183

ShepHyken

AUGUST 23, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This article, while focused on retail, has application to any industry. My Comment: The title of this article says it all. Just kidding!

Customer Service 48

Customer Service CRM Marketing Customer Experience 48

ShepHyken

OCTOBER 9, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. And, from the story in this article, they give their customers a chance to make things right with dignity and respect. Not if your Netflix. by Ricardo Saltz

Customer Service 104

Customer Service Morale CRM Customer Experience 104

ShepHyken

OCTOBER 21, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Customer Success — A Unifying Mission for CRM and CXM by Bob Thompson. Here are my top five picks from last week. Note: Email is not dead!)

Customer Service 198

Customer Service B2B CRM Customer centricity 198

ShepHyken

FEBRUARY 19, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. And, as you read in this article, social care is more than just handling complaints and questions. And, it’s not a one-and-done.

Customer Service 209

Customer Service Self service Chatbots CRM 209

ShepHyken

JUNE 4, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: With the recent racial bias Starbucks incident, this is a very appropriate article to not just read, but study and use.

Customer Service 192

Customer Service Airlines CRM Employee engagement 192

ShepHyken

MAY 7, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. If you aren’t considering text messaging, perhaps you should, and that’s what this article is about. ” Agreed!

Customer Service 198

Customer Service CRM Customer Experience Marketing 198

ShepHyken

APRIL 23, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. And, there are plenty more stats and facts, as this article is full of them. Here are my top five picks from last week. by Dave Campbell.

Customer Service 198

Customer Service Employee engagement Personalization CRM 198

ShepHyken

DECEMBER 17, 2024

He is widely acknowledged as an expert in customer relationship management (CRM) and has contributed numerous articles and papers to industry and academic publications. Customers want to trust you to deliver a great experience.” ” About: John Durocher is the Chief Customer Officer at Calix.

Chief Customer Officer 156

Chief Customer Officer Surveys Feedback CRM 156

ShepHyken

NOVEMBER 13, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. This is a great interview, and included with the article is the video. Here are my top five picks from last week. AI and chatbots are not fads.

Customer Service 37

Customer Service Chatbots Customer centricity Benchmark 37

ShepHyken

DECEMBER 9, 2022

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. One way to align these two things is by providing omnichannel engagement or employing a contact center CRM. . What is a contact center CRM? .

Sales 314

Sales CRM Contact Center Customer retention 314

ShepHyken

APRIL 3, 2020

This week we feature an article by Nikunj Dudhdat, a digital marketing executive at SoftwareSuggest. He discusses the overall value that a good Customer Relationship Management (CRM) software can bring to your business. Steps of CRM Process. The steps of the CRM process are: 1. Identifying Your Needs.

CRM 134

CRM Marketing Management Call Center 134

ShepHyken

AUGUST 1, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Start by reading this article. This article features some compelling Harvard Business Review (HBR) information. Follow on Twitter: @Hyken.

Brand ambassadors 183

Brand ambassadors B2C Customer Service B2B 183

ShepHyken

AUGUST 22, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This article shares several ideas on how CMOs can adopt a CX mindset. My Comment: This is an interesting article.

Customer Service 36

Customer Service Airlines B2C B2B 36

ShepHyken

DECEMBER 6, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Destination CRM) What’s the difference between customer service and customer care? Here are my top five picks from last week.

Customer Service 174

Customer Service Chatbots Customer Care Self service 174

ShepHyken

DECEMBER 3, 2021

This week we feature an article by Dan Martin, Chief Executive Officer of Xpress Global Systems , an organization focused on innovation, efficiency, and scalability of shipping and distribution of flooring products. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Customer Experience 360

Customer Experience Transportation Feedback Metrics 360

ShepHyken

JANUARY 27, 2017

Here are 4 technology solutions to help you manage your customer service more effectively: CRM Software. 2017 looks to be an important year for the four major CRM players (Microsoft, Salesforce, SAP, Oracle) as they continue to innovate their products and compete for market share.

Technology 242

Technology Customer Service Management CRM 242

Peter Lavers

APRIL 20, 2021

You can read the article by clicking here. Building B2B trust for more customer-centricity.

B2B 130

B2B Customer centricity Customer Experience CRM 130

ShepHyken

NOVEMBER 9, 2018

This week we feature an article by Andy Steuer who shares valuable information about how to use virtual web assistants to optimize productivity in areas of customer service, customer support, CRM management and more. – Shep Hyken. Support Tickets and CRM Management. CRM and ERP Database Management.

CRM 249

CRM Enterprise Benchmark outsourcing 249

ShepHyken

JULY 16, 2021

This week we feature an article by Daniel Bishop, the assistant editor and marketing consultant for ReallySimpleSystems. Daniel Bishop currently is the assistant editor and marketing consultant for ReallySimpleSystems, a CRM System that helps small businesses build long relationships, save time and make more sales.

Consulting 366

Consulting Consulting Sales Self service 366

ShepHyken

SEPTEMBER 20, 2019

This week we feature an article by Robert C. Teams should integrate support software with development tools, sales tools including CRM technology, and marketing communication tools. They told your VP of Sales who updated their contact info in the CRM and its fed elsewhere via integrations.

B2B 281

B2B Customer Support CRM B2C 281

ShepHyken

AUGUST 31, 2023

This week, we feature an article by Sage , an international company that helps organizations of all sizes with accounting, payroll, and payment solutions. This is where ERP and CRM integration comes into play. What is an ERP? Read Shep’s latest Forbes article: AI Will Not Eliminate Jobs

Journey mapping 330

Journey mapping Upselling CRM Feedback 330

ShepHyken

APRIL 9, 2021

This week we feature an article by Vihar Naik a writer for CallHippo , a cloud-based Intelligent virtual phone system for business & enterprise. Good-quality customer service goes beyond the telephony software or CRM system you use. F or more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Customer Service 366

Customer Service Scripts voip contact center solutions 366

aircall

JANUARY 28, 2022

Pipedrive was created to add an extra level of intuition and usage to the typical CRM system. Unlike most CRM systems, Pipedrive was developed by the salespeople who use it most. This CRM takes your sales process and breaks it into customizable steps within its system. How Does It Work? Pipedrive Integrations.

CRM 118

CRM Sales call center software Analytics 118

ShepHyken

MAY 17, 2019

This week we feature an article by Ashwini Dave who writes about how important it is to show your customer’s appreciation in order to retain their loyalty. Customer Relationship Management (CRM) helps businesses to strengthen relationships with customers. Read Shep’s latest Forbes article: Can Amazon Be Disrupted.

CRM 288

CRM Personalization Engineering Enterprise 288

ShepHyken

APRIL 30, 2021

One idea is to integrate your live chat software with your CRM so that you can save chat transcripts that can be referred to during future conversations. F or more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Read Shep’s latest Forbes article: Stop Comparing Your Company To The Competition.

Customer Service 371

Customer Service Chatbots Analytics Upselling 371

ShepHyken

SEPTEMBER 7, 2023

This week, we feature an article by Devin Pickell, Growth Marketing practitioner and head publisher of Do I Need SEO. Read Shep’s latest Forbes article: What In The Heck Is ChatGPT? He writes about designing a compelling customer experience process and training your team to implement it. He is also the head publisher of Do I Need SEO.

B2C 346

B2C Customer centricity Feedback Upselling 346

Totango

JULY 19, 2022

You don’t need your CRM. How Your Customer Success Platform Can Replace Your CRM. By definition, a CRM system is a tool for managing the data associated with customer relationships, so it may seem like a good idea to turn to your CRM to help you manage all of this data you’ve collected. Replace Your CRM with Totango.

CRM 96

CRM Sales Enterprise Analytics 96

ShepHyken

SEPTEMBER 16, 2016

With over 20 years of global experience in Marketing Applications and Analytical CRM, Mark Smith is a leader in building, growing and managing successful companies. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Customer Experience 299

Customer Experience Personalization Marketing Analytics 299

ShepHyken

MARCH 29, 2019

This week we feature an article by Alexandr Galkin who writes about how retail management should focus on direct communication and/or a balanced pricing strategy and allow AI to manage price optimization. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Customer experience comes first.

Customer Experience 274

Customer Experience Accountability CRM Enterprise 274

ShepHyken

APRIL 7, 2017

Incorporate following four points in your CRM strategy to learn from mistakes: Missing or misleading information. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Read Shep’s latest Forbes Article: Are You Part Of The $62 Billion Loss Due To Poor Customer Service?

Advertising 285

Advertising B2B Employee engagement CRM 285

CSM Magazine

JULY 28, 2022

And it’s why UMC’s leadership decided it was time to move away from the clumsy, outdated, and ill-fitting generic customer relationship management (CRM) product the firm had been using. “It The CRM Solution. Following the selection of Unanet CRM, it took a mere four months to get the system integrated and fully operational.

CRM 105

CRM Construction Enterprise Sales 105

Totango

MAY 24, 2022

In this blog, we’ll talk about why CRM features alone aren’t sufficient for an effective CS strategy. First, we’ll take a look at what a CRM is and what benefits its functionality delivers. What is a CRM? The most fundamental CRM software feature is storing contact information. How Does a CRM Differ from a CS Platform?

CRM 96

CRM SaaS Enterprise Sales 96

Steve DiGioia

MARCH 19, 2018

how a single interaction can ruin the entire customer experience This original article was written by Steve DiGioia. According to Forrester research, only 10 percent of business and IT executives surveyed strongly agreed that business results anticipated from implementing CRM were met or exceeded.

CRM 203

CRM Surveys Technology Customer Service 203