Amity
NOVEMBER 22, 2013
Customer support and customer service have been around for decades. These were the necessary evils of the traditional sector – the old-model reactive break/fix cost center – to resolve problems resulting from breaks and service interruptions. The misconception with SaaS is that there is no longer a need for a team of this nature in today’s organization.
Chad Schaeffer
NOVEMBER 14, 2013
Throughout the Dreamforce conference Nov. 18-21st in San Francisco there will be certain themes commanding a lot of attention. One of those themes is Social Customer Care. I’m fortunate enough to be helping facilitate a session on that very topic Monday, November 18th at 12pm PST at the Westin St. Francis called Social Customer Service – The Basic Building Blocks.
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TASKE Technology
NOVEMBER 14, 2013
Many organizations are heading into one of the busiest seasonal peaks of the year. This timeframe–including Thanksgiving Day, Black Friday, Cyber Monday, Super Saturday, and the entire Christmas holiday shopping season–is an opportunity for your business to gain new customers and retain existing ones through excellent customer service. Let’s look at an example of what’s happened over the past couple of years.
Customer Interactions
NOVEMBER 14, 2013
'A recent poll indicates that New Yorkers support the increased use of security cameras throughout the city. This begs the question: Is having more cameras better? While having more cameras is certainly a good start, using smarter video surveillance is an even better approach. So how can cities achieve this? Add intelligence to video with analytics By themselves, video cameras don’t see anything; they provide a mechanism for human eyes to detect what’s going on.
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Step-by-step instructions on how to use AI for growth in your contact center Learn how AI can transform your contact center operations. In this ebook, dig into the different AI technologies, then see how each can help automate tasks, streamline service, and turn your contact center from a cost center to a profit house. Plus, we’ll give you practical tips on choosing the right AI tools, getting them up and running, and measuring their impact.
Brad Cleveland Blog
NOVEMBER 7, 2013
The principles behind building profitable customer relationships will never go out of style. From the days of the corner store to today’s most agile multichannel enterprises, these 12 principles remain the backbone of cultivating successful relationships. Read this and other articles on Cornell University’s new eCornell site, which “connects the University’s top schools and the industry’s most innovative experts.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Amity
NOVEMBER 13, 2013
The customer success cat is out of the bag. There can be no doubt about the direct correlation between customer success and the long-term success of SaaS companies. There are calculations and strategies , analyst research , reports and findings , and numerous compelling blog posts – enough supporting evidence to motivate even the most skeptical C-suite.
Amity
NOVEMBER 26, 2013
Technically speaking when a customer subscribes to your service, they perform the initial investment. They are investing in your service because it meets a need, solves a pain, gets a job done, or all of the above. On the surface, their investment is monetary in nature – monthly recurring revenue. But a customer’s investment in your service goes beyond a monthly financial transaction.
Amity
NOVEMBER 21, 2013
Reducing customer acquisition cost (CAC) is critical to the success of any SaaS business. A recent blog post by Lincoln Murphy, The SaaS Myth and Misguided Optimization , introduced the concept of SaaS CAC Efficiency – in a nutshell, it’s not so much a metric but a new SaaS CAC point of view. Optimizing CAC is not just about paying less for a customer it’s about shortening the payback period.
Amity
NOVEMBER 18, 2013
There are actually 5-I’s in your customer success team. You can build your team around them, share them with other departments in your organization and even improve upon them – they are that good. So what are the 5-I’s and how did I become part of TEAM? Interaction. Interaction occurs within a team, across departments, with competitors, with partners and most importantly between customers and prospects.
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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
Amity
NOVEMBER 15, 2013
What Really Happens with a Manual Process. Hooray! Four qualified and enthusiastic customer success managers have been recruited. The VP is well aware of the business goals – reduce churn, grow the lifetime value of every customer, and maybe even improving conversions sits with this organization. So you start by assigning a list of customer accounts to each customer success manager.
Chad Schaeffer
NOVEMBER 13, 2013
Next week November 18th-21st, Dreamforce, the largest software conference in the world, along with our amazing customers and partners take over the city of San Francisco. And I’m excited to be a part of it! Marissa Mayer from Yahoo and Sheryl Sandberg from Facebook are both keynoting this year’s conference. I can’t wait to use their insights on women leading technology companies and share them with my little Sophia Rose.
Amity
NOVEMBER 13, 2013
The Southern Ontario Customer Success Meetup group was officially launched to great success last night. Over 30 customer success practitioners and SaaS executives convened to hear Paul Philp share Lessons Learned in Customer Success. The presentation included insights collected from over 150 interviews with leading SaaS companies. Even before the presentation began attendees started sharing the challenges they face in their customer success roles and organizations.
Amity
NOVEMBER 11, 2013
You will not have to worry about a dove in your bedroom, a tiger in your tank, or the giant in your toilet bowl. The revolution will put you in the driver’s seat. – Gil Scott-Heron, The Revolution Will Not Be Televised. In the late 1950s, as the construction of his first theme park neared completion, Walt Disney was asked what excited him most about Disneyland.
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CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.
Customer Interactions
NOVEMBER 27, 2013
'As the use of smartphones and other mobile devices becomes more prevalent, we’ve grown accustomed to ‘capturing [and sharing] the moment’ on these devices using various apps like Instagram, WhatsApp, and Twitter. Think about spotting a celebrity or passing a witty billboard – we instinctively reach for our phones to share this information with others.
Brad Cleveland Blog
NOVEMBER 7, 2013
The principles behind building profitable customer relationships will never go out of style. From the days of the corner store to today’s most agile multichannel enterprises, these 12 principles remain the backbone of cultivating successful relationships. Read this and other articles on Cornell University’s new eCornell site, which “connects the University’s top schools and the industry’s most innovative experts.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
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.
Amity
NOVEMBER 23, 2013
A powerful insight into improving trial conversion struck me while I was watching the great PBS series Mr Selfridge recently. It stars Jeremy Pivin as Harry Selfridge, the founder of London’s famous Selfridges department store. As his vision and strategy came to life, it slowly became clear to me that Selfridge’s was designed to be a perpetual conversion machine.
Customer Interactions
NOVEMBER 7, 2013
'The American Public Transportation Association (APTA) pegs annual bus ridership in the U.S. and Canada at around 5.4 billion. It goes without saying that transit agencies strive to keep passengers safe and secure, but with large fleets to manage and millions of annual riders things can and do go wrong. That’s why onboard video surveillance is so essential.
Customer Interactions
NOVEMBER 20, 2013
'Nothing raises my ire more than paying the monthly cable TV bill. Considering the few kids channels we use, the occasional sports game, nature channel show, or daily news, it always seems that I’m paying for way more than I need. When I question my cable company about it, the answer is always the same: “Why don’t you just pick from one of our great packages?
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