ClearAction

FEBRUARY 27, 2016

5 Ways to Make Marketing More Strategic Lynn Hunsaker. As Marketing departments take a bigger role in customer experience management, a more holistic perspective allows your company rise to the top of the field. Resources dedicated to post-purchase customer experience management tend to be repurchase campaigns and loyalty programs.

Marketing 98

Marketing Strategic Value Metrics Enterprise 98

Calabrio

MARCH 25, 2025

The AX disconnect: Contact center managers must walk the talk AI is reshaping contact centers, automating routine interactions and tasks, while freeing agents to handle the most complex,emotional, and business-critical interactions. Organizations need a balanced AI-human strategy to truly enhance CX.

Contact Center 52

Contact Center Self service Strategic Value Metrics 52

ClearAction

MAY 29, 2016

Customer success managers, predictive analytics , content marketing, and digital marketing can educate customers in the right ways at the right times, from their viewpoint. Therefore, executives should be ensuring superior customer value cumulatively across the customer life cycle. Value Creation, Communication & Management.

Marketing 97

Marketing Customer Experience Chief Customer Officer Calibration 97

Amity

JUNE 11, 2018

If you are a SaaS company looking to invest in Customer Success, one of the most important considerations is the customer per Customer Success Manager (CSM) ratio – the number of customers a CSM can support while still remaining effective. Foundational Customers: These customers are smaller in revenue and strategic value.

Customer retention 91

Customer retention Strategic Value SaaS Sales 91

ClearAction

FEBRUARY 27, 2016

5 Ways to Make Marketing More Strategic. As Marketing departments are taking a bigger role in customer experience management, a more holistic perspective will allow your company rise to the top of the field. Resources dedicated to post-purchase customer experience management tend to be repurchase campaigns and loyalty programs.

Marketing 59

Marketing Strategic Value Metrics Enterprise 59

Monet Software

MARCH 26, 2020

Who will manage my cloud move? Additionally, you’ll need to consider your reliance on data, such as which telecom source(s) you integrate with for your Workforce Management (WFM) , Performance Management (PM) , Recording, and Payroll integrations. Or consider moving your workforce management tools to the cloud.

Coaching 71

Coaching outsourcing Strategic Value contact center solutions 71

Upstream Works

AUGUST 5, 2021

One reason for rising cloud adoption is the variety of strong use cases, including better agent engagement, smarter call routing, improved self-service options, richer management reporting, more personalized CX, and more. Call center leaders need to consider the overall benefit of cloud, namely the flexibility of the platform itself.

contact center solutions 78

contact center solutions Contact Center Journey mapping Call Center 78

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. These “cutting-edge” technologies at the time helped managers better distribute and manage voice calls more efficiently. But it goes beyond enabling automation.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

ClearAction

OCTOBER 10, 2017

In my 2015 Customer Experience Transformation talk show with Eric Wansong, VMware’s Vice President of Customer Advocacy, he explained how his team adds strategic value across all company departments. Both are needed in customer experience management in order to produce sustained growth.

B2B 83

B2B Customer Experience Customer advocacy Best practices 83

TeamSupport

SEPTEMBER 8, 2020

In this blog series, based on the whitepaper co-produced by ServiceXRG and TeamSupport, we explore how to position the investment in Support as a strategic value aligned to current business practices and target outcomes. The Value of Customer Support. Characteristics of Leading Support Organizations.

B2B 64

B2B Customer Support Strategic Value Coaching 64

TeamSupport

SEPTEMBER 30, 2020

Unlike customer support or traditional sales models, customer success management aims to deliver long-term strategic value for customers. Additionally, Success actively manages the customer lifecycle to add ongoing value and drives strategic initiatives to maximize product adoption and advocacy.

B2B 59

B2B B2C Strategic Value CRM 59

OctopusTech

JULY 14, 2018

But with the passing time, as the expectations of customers are continuously evolving along with the complexity in providing them the desired services, various businesses can be seen struggling to maintain the strategic value and profitability of their organisations. As a business leader, do you know your costs? c) Telecom.

outsourcing 63

outsourcing Customer Support Strategic Value Call Center 63

Clarabridge

MARCH 1, 2017

Discussions of case studies that show the strategic value of customer experience management. Lisa Sigler is Senior Manager, Content Marketing at Clarabridge. For over 16 years, Lisa has used her writing and editorial skills to bring the value of technology to life. Time is getting short, so register today !

Strategic Value 49

Strategic Value Marketing Technology Customer Experience 49

The Petrova Experience

NOVEMBER 19, 2024

Third-Party Vendors for Furniture Sales Third-party vendors manage Macy’s furniture orders. When I connected with the manager over the phone, he apologized. Third-party vendor relationships provide strategic value to retailers, even retailers as large as Macy’s. .” But what happens when $1.5

Customer centricity 40

Customer centricity Best practices Customer Experience Strategic Value 40

ClearAction

MAY 29, 2016

Historically, customer experience management may have been thought of as the Service organization’s domain: dealing with post-purchase questions, returns, and misunderstandings. Therefore, executives should be ensuring superior customer value cumulatively across the customer life cycle.

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67

Amity

DECEMBER 22, 2014

If you are a SaaS company looking to invest in Customer Success, one of the most important considerations is the customer per Customer Success Manager (CSM) ratio – the number of customers a CSM can support while still remaining effective. Foundational Customers: These customers are smaller in revenue and strategic value.

SaaS 64

SaaS Customer retention Strategic Value Sales 64

CSM Magazine

OCTOBER 6, 2020

. “Reliability, security, and scalability are the core components of RingCentral’s business communications platform,” said David Lee, vice president, Product Management, RingCentral. ” About Red Box.

Strategic Value 52

Strategic Value Enterprise Government Healthcare 52

Amity

JULY 22, 2016

If you are a SaaS company looking to invest in Customer Success, one of the most important considerations is the customer per Customer Success Manager (CSM) ratio – the number of customers a CSM can support while still remaining effective. Foundational Customers: These customers are smaller in revenue and strategic value.

Customer retention 57

Customer retention Strategic Value SaaS Sales 57

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. Consider the example of a salesperson who typically sells to frontline managers but is now working with an opportunity where the SVP of Manufacturing is a key stakeholder.

Sales 61

Sales Accountability Strategic Value B2B 61

Clarabridge

MARCH 1, 2017

Discussions of case studies that show the strategic value of customer experience management. Lisa Sigler is Senior Manager, Content Marketing at Clarabridge. For over 16 years, Lisa has used her writing and editorial skills to bring the value of technology to life. Time is getting short, so register today !

Strategic Value 40

Strategic Value Marketing Technology Customer Experience 40

Clarabridge

MARCH 1, 2017

Discussions of case studies that show the strategic value of customer experience management. Lisa Sigler is Senior Manager, Content Marketing at Clarabridge. For over 16 years, Lisa has used her writing and editorial skills to bring the value of technology to life. Time is getting short, so register today !

Strategic Value 40

Strategic Value Marketing Technology Customer Experience 40

Etech GS

MARCH 4, 2020

However, to keep up with HR innovations and the latest HR trends in 2020 while managing your daily work is an exhaustive task. . In support of that, many experts mentioned that HR needs to increase its strategic value to the business. To Manage a Remote Workforce is the New Norm . Sounds familiar? Don’t worry! .

Strategic Value 52

Strategic Value outsourcing Education Analytics 52

Etech GS

MARCH 4, 2020

However, to keep up with HR innovations and the latest HR trends in 2020 while managing your daily work is an exhaustive task. . In support of that, many experts mentioned that HR needs to increase its strategic value to the business. To Manage a Remote Workforce is the New Norm . Sounds familiar? Don’t worry! .

Strategic Value 52

Strategic Value outsourcing Education Analytics 52

ChurnZero

JANUARY 4, 2019

Over the past 5 years, the majority of Customer Success groups worldwide have become directly involved with managing income streams and profitability to some degree for their companies. More and more, customers are seeking out companies that share their values. If we’re not at peak SaaS, we’re probably close to it.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

Amity

SEPTEMBER 16, 2014

Last night’s speaker was Venk Chandran, Senior Manager, Strategy and Enablement, Customers For Life at Salesforce.

Entertainment 48

Entertainment Strategic Value Metrics Feedback 48

Natalie Petouhof

NOVEMBER 10, 2016

This combination will give customers access to first-party data and measurement capabilities from Adobe Audience Manager (Adobe’s data management platform) and by using Adobe Analytics. Why is video advertising so important? TubeMogul is a video demand-side platform (DSP) leader.

Advertising 40

Advertising Strategic Value Marketing Analytics 40

Expivia

FEBRUARY 18, 2024

From Human Agents to Strategic Technology Partnerships Traditionally, the core function of a BPO was straightforward: to provide a scalable workforce capable of managing customer interactions on behalf of their clients. With a strategic focus on technology and AI, Expivia has redefined what it means to be a BPO partner.

Customer Support 40

Customer Support outsourcing Strategic Value Contact Center 40

ChurnZero

JANUARY 25, 2024

Related resource: Learn to speak your customers’ love languages with Bob London How customer success roles and skillsets are changing in 2024 From CSMs to CS operations specialists, individual contributor roles are demanding skills and specializations that go far beyond the “traditional” skills of relationship management.

Education 52

Education Upselling SaaS Consulting 52

RapportBoost

NOVEMBER 5, 2018

“The ICMI Customer Experience Movers & Shakers list recognizes the hardworking individuals that are inspiring excellence, motivating their peers and shaping the future of customer service,” said Erica Marois, Content Manager, ICMI. Brands have achieved up to 60% year-over-year revenue gains by using RapportBoost. About ICMI .

Sales 40

Sales Contact Center Average Handle Time B2B 40

Brad Cleveland Blog

DECEMBER 17, 2015

” Everybody knows … Continue reading → The post The Best-Managed Contact Centers: #1 – They Produce High Levels of Value appeared first on Brad Cleveland. It takes many forms: pride of workmanship, a feeling of community, good planning, coordination and the willingness to make the “extra effort.”

Contact Center 26

Contact Center Management Strategic Value Call Center 26

ClearAction

DECEMBER 5, 2023

For example, in fitness, instead of miracle pills or constant weighing or Spanx®, it’s best to focus on calories eaten, calories burned, and mindset/stress management. As changes happen, communicate proactively to manage expectations. Precedents for this approach include fitness, student performance, and most things in life.

Metrics 62

Metrics Chief Customer Officer Customer retention Strategic Value 62

CSM Practice

OCTOBER 7, 2019

Managing a growing customer base with ever-evolving desired outcomes requires being proactive and strategic. Other criteria could include the number of licenses, geo-location, strategic value, service package, etc. You should implement processes to change a client’s segment in order to properly defend risks.

Accountability 40

Accountability Strategic Value Consulting Consulting 40

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

With evolving customer expectations and service complexities, contact centers are poised to deliver strategic value and profitability to organizations. And although it may sound strange, small and midsized centers are generally even harder to manage than larger centers.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

ChurnZero

JANUARY 4, 2019

Over the past 5 years, the majority of Customer Success groups worldwide have become directly involved with managing income streams and profitability to some degree for their companies. More and more, customers are seeking out companies that share their values. If we’re not at peak SaaS, we’re probably close to it.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

Brad Cleveland Blog

DECEMBER 17, 2015

In some organizations, you can feel the energy as soon as you walk in the door. It takes many forms: pride of workmanship, a feeling of community, good planning, coordination and the willingness to make the “extra effort.” ” Everybody knows what the mission is and everybody is pulling in the same direction.

Contact Center 24

Contact Center Management Strategic Value Call Center 24

CSM Practice

FEBRUARY 20, 2020

Value; Prove quantitative and strategic value delivered. Develop the right playbooks to manage the risk. As a result, we realigned their resources towards better functionality expectation management and training during the onboarding process to increase the ARR. Share risk playbooks with the team.

Customer centricity 52

Customer centricity Analytics Metrics Accountability 52

COPC

SEPTEMBER 9, 2019

With the new model of customer service, we need to provide a strong core; and we have found that the teams, individuals and KPI management in the organization all need to be changed as well. Internally, next-generation customer service positions the customer service centre as a strategic value creation tool.

industry standards 40

industry standards Self service Strategic Value Finance 40