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Ian MacLean is the Global Head of Customer Care at Aircall , the cloud-based phone system for modern business. With a mission to bring value to voice, Ian’s team of customer care specialists focus on building strong, lasting relationships with their customers, going far beyond just offering a plug-in phone system. This is the first in a recurring series of articles looking at how modern support leaders are navigating the support landscape as it continues to evolve.
When we try to forecast our preferences going forward, we often get it wrong. It’s a bias we all share called Naïve Diversification Bias. It happens a lot when we are making decisions now about some form of future consumption, and it can lead to feelings of dissatisfaction with our purchases. Naïve Diversification bias happens a lot at the supermarket.
Both Amazon and Apple have nurtured their business growth by investing heavily in reducing friction in their customer experience. The rest of the marketplace has followed suit; the average budget allocated to customer service and support has grown substantially in the last few years. Your success over the next ten years will hinge on the ease of your customer experience and the accessibility of your customer support.
The unpredictability of an economic downturn, such as the continuing COVID-19 pandemic, can introduce uncertainty into the relationship between you and your customer. Sudden and unexpected external forces beyond the control of either of you can also lead to unanticipated customer behavior. During difficult times, it is especially important to understand what is going on inside your customer’s mind, as well as what is going on inside their business.
What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
On this episode of Intercom on Product myself and Paul Adams, our SVP of Product, take a look at roadmapping. We discuss how we’ve approached it historically at Intercom and how this process has evolved with us to make room for a wider audience. If you’re setting out on your roadmap journey it’s important that it reflect the point of the journey that you’re on – having everyone in a startup of 5 or 6 sharing daily tasks each morning makes sense as they work together
How Well Do You Know What You Really Want? Have you ever bought a book you thought you should read and then didn’t read it? Did you ever buy a variety of yogurt flavors and then throw out some of them after they expired because you never wanted that flavor when it was time to eat yogurt? We do these things because we often overestimate how much variety we want in the future.
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Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Customer lifetime value (CLV) is a glimpse into your enterprise’s future. It is the sum of the profit you make from your customers over time, rather than any single sales event, and it is the most accurate method of anticipating revenue in a customer-centric, Software-as-a-Service (SaaS) environment. If you want to calculate a customer’s true potential value to your future, then you have to calculate the customer lifetime value of a SaaS customer over many years of sustained partnership. .
On this episode of Intercom on Product myself and Paul Adams, our SVP of Product, take a look at roadmapping. We discuss how we’ve approached it historically at Intercom and how this process has evolved with us to make room for a wider audience. If you’re setting out on your roadmap journey it’s important that it reflect the point of the journey that you’re on – having everyone in a startup of 5 or 6 sharing daily tasks each morning makes sense as they work together
Customer success is a unique department within a SaaS organization. While it engages with nearly every single other department on a daily basis, it is still sometimes considered a ‘younger brother’ to the flashier sales team. In the past few years, however, SaaS organizations – including executives, decision makers, and board members – have started to realize that a strong customer success department is critical to the long-term success of an organization.
Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón
Enterprise commerce is at an inflection point. Rigid, monolithic platforms slow brands down, but a full replatforming is disruptive and costly. Modular architecture offers a flexible, scalable alternative - allowing enterprise brands to modernize without ripping and replacing their entire stack. Learn how a composable approach helps modernize commerce stacks while maintaining control over critical systems.
It is not uncommon for companies to transition customers to varying segments, especially during an economic downturn. The expectation to do more with less has companies reallocating and stretching internal resources. They also want to protect their customer base by placing a renewed and focused emphasis on particular segments within the base. That means improving or increasing their customer success managers (CSM) ratios for their top Annual Recurring Revenue (ARR) customers, especially those at
1. Feature Article How to be a Disney Hangover By John DiJulius, Chief Revolution Officer Who do you Compete with? If you ask employees this question, most will list five companies from their industry that sell exactly what they do. However, in most cases that isn’t your competition at all. Whether you are a. Read Full Article. The post How to be a Disney Hangover appeared first on The DiJulius Group.
Grab the What to Say When a Customer Cusses at You and 4 Other Tough Situations Worksheet. Will you help me? I’m working on a De-escalation project to prepare frontline professionals like you for the COVID-19 Holiday Season. Help me make this training relevant to you by answering this question in the comments: “If you could wave a magic wand at your biggest customer challenge, and make it disappear, what would that challenge be?
Leadership article originally published in Forbes, Sept 2020. Happy employees fuel happy customers. This statement may sound strange but it is true and dependent on great leadership. They go hand in hand. When employees feel included, valued, and appreciated, they often go above and beyond to deliver excellence. A common question is how can leaders create a customer-centric culture with engaged, motivated employees?
Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.
During our conversation, Peter told me that he had become really intrigued by those traditional companies that always seemed to be able to reinvent themselves at the right moment: “that is where innovation plays out in the most extreme form”. That phenomenon – which Peter called phoenix companies – became the inspiration for his book The Phoenix and the Unicorn.
In November of this year, CIO Review will feature TeamSupport as a Top 20 CRM Solution. They sat down with TeamSupport co-founder and COO Eric Harrington to talk about customer support in the time of COVID and building strong customer relationships. CIO Review: In your interactions with customers, what sense do you get of the challenges they face now in the CRM space and how is TeamSupport?
What is a Customer Advisory Board (CAB)? For SaaS companies, a Customer Advisory Board (CAB) can become a group of trusted influencers as you build industry thought leadership and relationships. But given the benefits, a board of these customers can be very demanding on your time and energy – so is it worth creating and managing it? If so, how should your SaaS company start building this group of trusted advisors, and what should it look like?
Dynamic customer engagement is key to building strong relationships with your customers. Customer engagement connects your customers with your company, through both personal and digital communications. By maximizing this communication , you can strengthen your customer relationship and increase customer loyalty. Executing the right type of customer engagement for the right type of customer means you can demonstrate value quickly and promote lasting growth that benefits both your customer and you
Speaker: Michael Veatch, Senior Director, Implementations & Ella Aguirre, Director of Solution Consulting
Embedding payments can be a transformative step for software companies looking to enhance their platform capabilities, boost customer satisfaction, and drive long-term growth. However, the success of payments hinges on a single thing: implementation. Drawing on real-world insights and experiences, payments implementation experts Michael Veatch and Ella Aguirre will explore actionable strategies that can lead to a transparent, friction-free launch and mitigate potential challenges like technical
I’d love to hear your thoughts on something I’m working on. Is this you?: You are a contact center supervisor or manager who is looking to improve your customer experience in telephone, chat, and email interactions, but you’re having trouble with call control and escalations. If this is you, I’d love to get your answer to this question: If you could wave a magic wand and make your biggest customer support challenge disappear, what would it be?
Gainsight was fortunate enough to “be in the room” at Industry , one of Product Managers’ largest conferences. With over 30 sessions across two days, it was hard to determine which sessions would be the most impactful but we’ve done the hard work so you don’t have to! Here are our top three themes from sessions hosted by Stripe , Hootsuite , Zendesk , InVision and of course, Gainsight.
In November of this year, CIO Review will feature TeamSupport as a Top 20 CRM Solution. They sat down with TeamSupport co-founder and COO Eric Harrington to talk about customer support in the time of COVID and building strong customer relationship in Part 1 of this series. CIO Review continues its Q&A with Eric in Part 2 where they discuss current trends and the future of B2B customer support.
Today we’re announcing multiple updates to the Customer 360 SuccessBLOC, making it more powerful than ever before. With the Customer 360 SuccessBLOC, we’ve built you a complete real-time view into customer health, across your entire customer base. This bloc will surface insights into the state of your customer base, their journey and lifecycle, whether they’re using your products or not, their level of engagement, and their willingness to recommend your business, giving you the context and histo
Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
Before the pandemic, the research industry was already evolving from the traditional agency model where a project is designed, executed and delivered (usually in a PowerPoint deck that is reviewed and “shelved”) to a dynamic, data driven approach that recognizes the value and relevance of a variety of data sources. 2020 has proven to be a challenging year for the insights industry overall, but while the definitive impact of the pandemic economy is yet to be seen, what both forecasts
Intro. Did you know that 51% of companies have no business continuity plan to deal with a global pandemic, according to a survey conducted by Mercer in February 2020? A further study revealed that cyber incidents are the biggest threat to companies in 2020. These are some of the reasons why Transcosmos has a Business Continuity Plan in place. With the help of our existing Business Continuity Plan, the transition of our whole Manila operation to the home office base was completed only within 24 h
Today we are releasing the Early Warning System SuccessBloc, which gives you instant visibility into customer signals and critical events, alerting you to proactively engage when needed. With this SuccessBLOC, you can identify, categorize and monitor the customer events, activities and behaviors that indicate which customers need attention, and why.
Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever
How were 16 country reports developed in a single work day? Find out as global research firm KS&R reveals how it has achieved significant time savings with Dapresy’s PowerPoint production tool, StoryCreator. Scott Woodward, Research Manager at KS&R addresses how this solution has helped them improve existing processes and deliverables.
In SaaS, renewals are a natural part of the customer journey. Sometimes they are seamless, other times a forcing function for change: either you pivot to increase the value of your solution or use it as a time to ‘part ways’ with an unfit customer. Either way, it is something all companies learn to manage as they scale. . Scaling being the key component, which may mean different things depending on a company’s product maturity, customer type, pricing, etc.
I had the opportunity to join Kesiena Aaron – Efe to discuss business success stories and ways to differentiate your brand based on non-traditional proven CX methods. . During the podcast, I answer questions including: How do you get a Customer Experience job if you’ve never had one? Why is CX a booming field, and is it a fad or here to stay?
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.
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