Zendesk

OCTOBER 4, 2021

During the company’s all-hands meeting, you find out a sales manager role has opened up. As a seasoned sales rep, you naturally get excited—until you realize that you don’t know how to transition from a sales agent to a sales manager. What is a sales manager? What does a sales manager do?

Sales 98

Sales Business Administration Start-ups Engineering 98

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. CLV prioritizes which customers to follow up with.

VOC 122

VOC B2C B2B CEM 122

PeopleMetrics

MAY 24, 2018

After months of brainstorms , meetings, late nights and deadlines, I am thrilled to announce that my first book, Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold , will be available for purchase on Amazon starting Tuesday June 19th, 2018. Many companies collect customer feedback, but very few act on what they hear.

Customer Feedback 54

Customer Feedback CEM VOC Business Administration 54

PeopleMetrics

MARCH 26, 2018

Numbers aside, though, companies often tend to overlook one vital touchpoint when conducting these mapping exercises: the touchpoint of asking their customers for feedback. Touchpoints will vary depending on the type of business you're in. It can't be any longer than that when you're asking for customer feedback.

Touchpoint 85

Touchpoint CEM Business Administration Machine Learning 85

PeopleMetrics

DECEMBER 27, 2019

IT can also help create an automated system for this process, such as connecting a point-of-sale system or CRM to your VoC software platform via an API. In addition to IT, you’ll need assistance to help you understand what all of this customer feedback means. The Analyst. Sometimes, you’re fortunate to have your own analyst.

VOC 81

VOC Legal CEM Pharmaceutical 81

Lumoa

FEBRUARY 6, 2018

Now, luckily for everyone and especially the customers, more and more brands put more and more effort into developing its customer experience. Companies do marketing, sales and CRM – the customer does the experience! Marketing, Customer service. So, what should we expect in the nearest future?

CX 121

CX Customer Experience Education Machine Learning 121

Fonolo

MARCH 28, 2023

The specifics of the role will vary from one contact center to another, but generally, a customer experience manager is responsible for overseeing the entire customer journey, from initial contact to post-sale support. You’ll also need data analysis, project management, and customer feedback analysis skills.

Customer Experience Management 81

Customer Experience Management Customer Experience Contact Center Net Promoter Score 81