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Turning lemons into lemonade: Five ways to reset on customer management fundamentals in a post-pandemic world

Strategic Account Management Association

SAMA and Boston Consulting Group partnered in May 2020 to conduct a study aimed at discovering the early changes to customer expectations for sales organizations as a result of the COVID pandemic. 5: Invest in and support your people The bedrock of a healthy customer relationship is a confident, capable and fully supported employee base.

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Roles, satisfaction and aspirations of Marketing and Business Development (M&BD) Assistants

Red Star Kim

Nearly 40% said the majority of their time was spent supporting M&BD executives and managers. The volume and diversity of tasks also meant that some were unclear of expectations and how to prioritise. Only 13% felt Covid/WFH didn’t change their role. As the poll results below indicate, their roles are varied.

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How BrewDog Successfully Delivered a Customer-Centric Approach During Uncertain Times

Freshworks

This blog post covers the main points in the video, but you can watch the interview here for a fuller picture. How BrewDog Navigated the Challenges of COVID-19. Pre-COVID, four customer service agents based in two offices (London and Aberdeen) were in charge of around 150 tickets a day. Why Great CX Is So Important for BrewDog.

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Customer Self-service Portal – The Path to Increased Customer Satisfaction

Apptivo

One of the important consumer behaviors that have emerged as a result of the COVID-19 dilemma is that individuals are still connected online even if they are physically separated. They rely on solving their issues by themselves rather than getting help from a customer support assistant. It costs less than a customer support agent.

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Book review: Sales Mind – 48 tools to help you sell by Helen Kensett

Red Star Kim

Like me, she has a keen interest in psychology and she frequently quotes cognitive psychology and neuroscience findings to support her insightful tools and tips. She acknowledges that we are all facing an overwhelming volume of information. It’s good to see another female author of a sales book.

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Building Effective Hybrid Strategies: Navigating Complexity & Change

AchieveIt

Executing without strategy With no time allotted to plan for it, offices were shut down and locked up in March 2020 at the beginning of the COVID-19 pandemic. At the same time, many members of the leadership team stood firmly in the belief that team members were not producing at a high enough volume from home.

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Soft skills for tough barristers (Reflection, Self-Coaching, Change, EQ, Awareness, Goal-setting, Communications) Counsel Magazine

Red Star Kim

The Covid pandemic forced everyone to acquire many technology skills at pace. I conducted research to support a book on “Soft skills for lawyers” which was published in 2020. So a deep understanding of the impact of expressions, posture, gestures and even tone, volume and pace of speech is required.