TeamSupport

SEPTEMBER 14, 2020

In Part 1 of this blog series, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes—based on the whitepaper co-produced by ServiceXRG and TeamSupport. Now in Part 2, we’ll talk about the evolving role of B2B customer support.

B2B 81

B2B Customer Support SaaS Strategic Value 81

ChurnZero

AUGUST 5, 2022

Most Customer Success myths stem from the early days when our industry was in its infancy. Always consider your company’s size, industry, maturity, mission, customer base, and workplace culture when deciding if a benchmark is fit for use. When times change, Customer Success changes with them.

Management 98

Management Benchmark Strategic Value Metrics 98

Calabrio

APRIL 24, 2025

However, ask most contact center leaders and theyll tell likely you that the industry isnt changing just because AI is transforming the way contact centers work and interact with customersits evolving because it has to. And, crucially, work only with partners a demonstrated commitment to doing the same.

Contact Center 52

Contact Center Customer Experience Coaching Self service 52

Calabrio

APRIL 23, 2025

Across industries, leaders are asking the same question: How do we connect all of this information to make smarter decisions, faster? 79% said AI would transform the contact center from a cost center to a strategic value driver. Interaction recordings, quality scores, adherence metrics, customer sentimentthe list goes on.

Contact Center 52

Contact Center Coaching Schedule adherence Agent burnout 52

ClearAction

MAY 29, 2016

While great customer service is expected by customers, their primary expectation of value is to have no need to contact the Service organization. Success programs, digital marketing, and loyalty programs are appreciated, but viewed either as table-stakes in certain industries or as convenient perks.

Marketing 97

Marketing Customer Experience Chief Customer Officer Calibration 97

CSM Magazine

OCTOBER 6, 2020

“As dispersed workforces are now the norm, the adoption of UCaaS solutions has undoubtedly been accelerated within regulated industries,” said Richard Stevenson, CEO of Red Box. The open platform of both companies will provide access to an ecosystem of leading Artificial Intelligence (AI) voice technology partners. .

Strategic Value 52

Strategic Value Enterprise Government contact center solutions 52

Clarabridge

MARCH 1, 2017

On May 1-3, CX practitioners, industry experts, and thought leaders will gather at the Fontainebleau Miami Beach to be challenged and inspired. Discussions of case studies that show the strategic value of customer experience management. Miami will be hotter than ever when C3 2017 begins in just two months.

Strategic Value 49

Strategic Value Marketing Technology Customer Experience 49

Expivia

FEBRUARY 18, 2024

Transforming Customer Service: The Evolution of Contact Center Outsourcing In the rapidly evolving business landscape, where technological innovation outpaces traditional business models, the contact center outsourcing industry is undergoing a monumental shift.

Customer Support 40

Customer Support outsourcing Strategic Value Contact Center 40

Playvox

MARCH 19, 2024

Infusing artificial intelligence (AI) into processes is top of mind for business leaders and managers in all industries and across all job functions. Generative AI technologies truly have the power to change how we work and our ability to deliver a stellar customer experience (CX). But it goes beyond enabling automation.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Natalie Petouhof

JULY 14, 2015

The industry-wide Principles will act as a framework for how companies engage with their consumers, and are designed to promote an environment of trust and pro-active consumer communication. Capgemini supported the process throughout and provided necessary industry insights as part of the development process.

Strategic Value 45

Strategic Value Feedback Personalization Marketing 45

CSM Magazine

OCTOBER 7, 2021

Kleiren has over 10 years of experience working in channel within the UCaaS industry. We are also actively recruiting a handful of targeted resellers in Europe and working with key strategic value-added partners to onboard them and help build out regional offerings through our local teams,” said Kemmerer.

Contact Center 52

Contact Center Marketing Interactive Voice Response Strategic Value 52

Clarabridge

MARCH 1, 2017

On May 1-3, CX practitioners, industry experts, and thought leaders will gather at the Fontainebleau Miami Beach to be challenged and inspired. Discussions of case studies that show the strategic value of customer experience management. Miami will be hotter than ever when C3 2017 begins in just two months.

Strategic Value 40

Strategic Value Marketing Technology Customer Experience 40

Clarabridge

MARCH 1, 2017

On May 1-3, CX practitioners, industry experts, and thought leaders will gather at the Fontainebleau Miami Beach to be challenged and inspired. Discussions of case studies that show the strategic value of customer experience management. Miami will be hotter than ever when C3 2017 begins in just two months.

Strategic Value 40

Strategic Value Marketing Technology Customer Experience 40

Integrity Solutions

APRIL 5, 2021

Underscoring this complexity is the fact that clients and prospects are expecting more strategic value from the organizations they partner with. Excellent selling skills and opportunity planning activities like researching the industry and current account situation are no longer differentiators; they’re the bare minimum.

Sales 61

Sales Accountability Strategic Value B2B 61

ClearAction

MAY 29, 2016

While great customer service is expected by customers, their primary expectation of value is to have no need to contact the Service organization. Success programs, digital marketing, and loyalty programs are appreciated, but viewed either as table-stakes in certain industries or as convenient perks.

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67

ChurnZero

JANUARY 4, 2019

We were curious, so we asked industry thought leaders to take a moment to look forward and share their predictions. These will be personalized, but technology-based, and will help CSMs to focus on the areas where they can provide proactive, strategic value to their customers.”

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

Etech GS

MARCH 4, 2020

In support of that, many experts mentioned that HR needs to increase its strategic value to the business. Recently, a report by the Economic Intelligence revealed why C-suite executives partner with HR to drive growth. If you are an HR professional reading this blog, don’t wait anymore! .

Strategic Value 52

Strategic Value outsourcing Education Analytics 52

Etech GS

MARCH 4, 2020

In support of that, many experts mentioned that HR needs to increase its strategic value to the business. Recently, a report by the Economic Intelligence revealed why C-suite executives partner with HR to drive growth. If you are an HR professional reading this blog, don’t wait anymore! .

Strategic Value 52

Strategic Value outsourcing Education Analytics 52

COPC

SEPTEMBER 9, 2019

the cloud and AI) has made everything possible, and brought the opportunity for a re-establishment of industry standards.”. Q: Based on your prediction of the development of AI, what challenges do you see in the industry, and how will Ant Financial adapt to these challenges? “… the technology revolution (e.g.,

industry standards 40

industry standards Self service Strategic Value Finance 40

RapportBoost

NOVEMBER 5, 2018

ICMI’s experienced and dedicated team of industry insiders, trainers, and consultants are committed to helping you raise the strategic value of your contact center, optimize your operations and improve your customer service.

Sales 40

Sales Contact Center Average Handle Time B2B 40

ChurnZero

JANUARY 25, 2024

With technology advancing and customer expectations rising, customer success has become an essential force driving business growth and customer loyalty within the SaaS industry. Businesses are realizing the strategic value of customer education in driving product adoption, improving customer success KPIs, and reducing churn.

Education 52

Education Upselling SaaS Consulting 52

ProProfs Blog

DECEMBER 30, 2021

To uncover customer interests as per industry. Psychographic segmentation has a much higher strategic value in the competitive era. What do you pay more attention to? The price or quality of the items? Where do you go for advice before purchasing products/services? How often do you donate? Have you heard of [brand name] before?

Surveys 78

Surveys Brand ambassadors Advertising Marketing 78

ClearAction

DECEMBER 5, 2023

In most industries, customers are the only losing party. Focus on influencing CX-inspired growth, performance, strategies, and efficiencies, and your career will have stronger strategic value and mobility, because you will drive much higher ongoing revenue and profitability gains. This does not add-up!

Metrics 62

Metrics Chief Customer Officer Customer retention Strategic Value 62

bold360 Blog

FEBRUARY 11, 2019

An Analytics-focused 5 Step Transformation Strategy, If you think about transformation from an analytics perspective, there should be a strategy put in place that follows 5 important steps: Identify the questions whose answers fundamentally add strategic value. Uber is a great example of this. When do they want to go?

Analytics 40

Analytics Engineering Strategic Value Enterprise 40

JivoChat

JULY 3, 2022

Main topics: Understanding the industry. Main topics: Determining strategic value. It’s necessary to have a basic understanding of design to take this UI and UX design course. . Workload: 2.5 Certificate: includes a certificate of completion. Objectives. Competitor UX research. UX personas. UX testing. Workload: 2.5

Best practices 75

Best practices Journey mapping Feedback Strategic Value 75

COPC

SEPTEMBER 3, 2019

re-establishment of industry standards.”. is a globally renowned consulting firm in the service industry, and that the influential COPC CX Standard has provided the industry with guidance and best practices in customer experience measurement and management. “… the technology revolution (e.g., brought to Ant Financial?

industry standards 40

industry standards Enterprise Technology Self service 40

CSM Practice

FEBRUARY 20, 2020

Value; Prove quantitative and strategic value delivered. Irit is frequently featured in podcasts , books , and industry events as a subject matter expert on customer success operations and strategy. Risk; Identify risk early for churn, down-sell, and onboarding. CSM in charge. Number of years. High Usage.

Customer centricity 52

Customer centricity Analytics Metrics Accountability 52

ChurnZero

JANUARY 4, 2019

We were curious, so we asked industry thought leaders to take a moment to look forward and share their predictions. These will be personalized, but technology-based, and will help CSMs to focus on the areas where they can provide proactive, strategic value to their customers.”

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

ClientSuccess

AUGUST 14, 2018

We shouldn’t let the fear of making mistakes hinder our ability to deliver strategic value for the relationship. 3 Key Learnings from Taking a Customer Success Industry Expert Out for Lunch. Confidence is key! Principle 2: There’s Always Work to Be Done. Mieke Maes, Intuo – 5 Keys to an Effective Customer Apology.

Best practices 42

Best practices Strategic Value Sales SaaS 42

ChurnZero

MARCH 12, 2021

If that doesn’t work, one thing that I’ve seen work really well, and I’ve actually experienced this personally, is you can start to gently reach out to that decision maker with things that are of strategic value. They could either be about your industry or about business in general. We all have it.

Upselling 59

Upselling Personalization Sales Strategic Value 59

SmartKarrot

NOVEMBER 8, 2022

Mentor and coach covering both Customer Success practices and processes as well as industry and solution expertise. Director of Customer Success, you will Establish and adhere to best practices in SaaS Customer Success. Recruit, hire, mentor and coach Customer Success team members. Apply here: [link].

Coaching 19

Coaching Customer advocacy SaaS Strategic Value 19

Integrity Solutions

MAY 24, 2023

This is the million-dollar question on the minds of leaders across industries today – particularly as new competitors enter and disrupt existing markets and the selling environment grows increasingly complex. In some industries, average sales rep tenure is just two years. SalesTraining programs. OK, so what does work then?

Sales 52

Sales Coaching Accountability Personalization 52

Talkdesk

MAY 23, 2019

And I actually remember, it was probably six or so years ago, you and I were sitting in a pub having a conversation and the thing that got me really excited about the work that you’re doing, Martin, is that shift to what is the real strategic value there? How can we provide benefit beyond, to your point, that cost conversation.

Contact Center 44

Contact Center Consulting Consulting Engineering 44

SmartKarrot

DECEMBER 17, 2023

By automating routine tasks and minimizing non-customer-facing activities, AI enables customer success managers (CSMs) to focus on strategic value, industry trends, and, most importantly, building meaningful relationships with customers.

Strategic Value 8

Strategic Value Education Metrics Personalization 8

SmartKarrot

DECEMBER 17, 2023

By automating routine tasks and minimizing non-customer-facing activities, AI enables customer success managers (CSMs) to focus on strategic value, industry trends, and, most importantly, building meaningful relationships with customers.

Strategic Value 8

Strategic Value Education Metrics Personalization 8

AWS Machine Learning

JANUARY 21, 2025

Retail and CPG organizations rely on industry standard methods in their approach to forecasting. Quantiles in forecasting represent specific points in the predicted distribution of possible future values. Its crucial to have data across all months of the year, considering the seasonal variation in demand in a retail environment.

Metrics 101

Metrics Enterprise Sales APIs 101

Cincom

JANUARY 30, 2025

Conclusion In conclusion, efficient quoting processes are a cornerstone for business success, especially in industries where accuracy, speed, and customization are critical. Ultimately, businesses must recognize the strategic value of their quoting process.

CRM 52

CRM Morale Sales Strategic Value 52