Thu.Dec 01, 2022

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Customer Service Isn’t the Cost You Want to Cut

Customer Think

“Your call / email / chat is important to us, but we are experiencing unusual volume at this time.” If you’ve had a reason to reach out to your mortgage company, cell phone provider, or favorite retailer, this might be the response you’ve received. I have spent hours contacting a cell phone provider over a […].

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Latest Podcasts: Leading Together

Force Management

Leadership is a tough job. Luckily, we don't have to go it alone. This month on Revenue Builders, our guests remind us of the power of the team. Through the story of four very different journeys, these podcast episodes show that humility, mentorship and continuous learning make for more than just great leaders. They create great teams who produce great results.

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How to Recession-Proof Your Sales Strategy

Customer Think

Experts aren’t sure whether 2023 will mark the start of a recession. Some claim that the record-low labor market is too strong for the economy to tank, while others believe that it depends on what the government does over the next few months. Regardless, people everywhere are beginning to react to the ominous clouds of […].

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Zendesk AI: Superpowers for customer service teams

Zendesk

Service teams have a ton on their plates right now, and customers expect seamless, instantaneous customer support. And while AI can certainly be used to make support agents’ lives easier, it’s too difficult to implement without an army of developers and accruing high costs…right? Not quite. Zendesk has made AI tools that are accessible to companies and teams of all sizes.

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2024, The Year of the Customer

2023's struggles fueled a shift: companies are ditching wasteful strategies in favor of data and AI-powered growth. Enter 2024, the year GTC takes center stage. Discover 5 ways a customer-centric approach unlocks new revenue and delivers lasting success.

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RPA in Finance and Banking: Effective Use Cases and Implementation

Customer Think

In the recent past, big names in the banking sector like Axis Bank and Deutsche Bank have made it to the news for incorporating RPA in their processes. However, even Japan’s biggest banks, like Mitsubishi UFJ Financial Group Inc.(MUFG), Sumitomo Mitsui Financial Inc. (SMFG), and Mizuho Financial Group Inc. (MHFG), made headlines for integrating banking […].

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Here’s how customer service teams are actually using AI

Zendesk

Let’s take a moment to recognize how hard customer service teams work to keep your customers happy. That’s a big mandate even during the best of times. Today, it feels like businesses are dealing with higher ticket volumes and more customer issues than ever before. Add uncertainties to the mix like supply chain issues, staffing shortages, hiring freezes, and—eek—the holiday rush, agents have a lot cut out for them.

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Looking Back on One Year: An Interview with Mike Abbott, Thomson Reuters

Farland Group

Mike Abbott is the Head of Market Insights, Global Thought Leadership and the Thomson Reuters Institute, which brings together people from across the legal, corporate, tax and accounting, and government communities to ignite conversation and debate. Mike and the Thomson Reuters leadership team have been hosting a peer-to-peer customer strategy board for more than a year.

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The ways cloud-based CRM can help small businesses in our work-from-home world

Customer Think

Since 2020, a work-from-home wave has washed across the country. Professionals who spent years commuting to an office and driving to in-person meetings every day, suddenly found themselves juggling their responsibilities from home. While the pandemic that sparked this remote work revolution is fading, it’s clear that many businesses will never return to the office […].

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Building customer engagement and collaboration with world-class key account management

Cranfield Executive Development

James Bugden, Sales Manager for Velux, explains how his team of key account managers developed from generalists to specialists with new skills.

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8 Workflow Automation Ideas For Ecommerce Business Processes

Customer Think

The internet has revolutionized the worlds of online shopping and retail. In 2020, global ecommerce sales crossed$4.28 trillion, with no sign of this growth slowing down. Ecommerce is a 24-hour business where speed is of the essence. Speed of conversions, Speed of deliveries, Speed of marketing, and Speed of returns, all drive this highly competitive […].

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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

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5 Tips To Ensure Your Strategic Plan Stays On Track 

Credo

The hardest thing about strategic planning isn’t creating the plan, it’s implementing it. But we’ve got good news: there are steps you can take during the planning process to ensure that your execution stage proceeds smoothly. Here are five tips our Credo experts have identified as foundational to implementing strategic plans.

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Onboarding New Managers

Customer Think

We spend lots of time and money focusing on onboarding new sellers. We provide training, tools, content to reduce their ramp time. Managers spend time helping them become productive. Ironically, we provide very little in the way of onboarding new managers, particularly new front line sales managers. Typically, the process is: “Lisa, [.]. The post Onboarding New Managers first appeared on Partners in EXCELLENCE Blog -- Making A Difference.

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Dec 01 – Customer Success Jobs

SmartKarrot

Role: Customer Success Specialist Location: Irving, TX, United States (Hybrid) Organization: Injala As a Customer Success Specialist, you will examine client Requests (problems with the system and requests for enhancements) to determine both severity and priority. This includes separating system defects from user errors. Attend regular internal meetings and provide project status updates and follow up on client requests.

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The Payoff of Communicating Risk to Customers

Customer Think

Many customer relationships involve the potential risk of encountering problems that the customer does not fully understand. In many cases, the customer does not understand what they have bought and in others, such as warranties and insurance, they are expected to understand which risks are being mitigated and which are not. The last two years’ […].

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1st, 2nd, and 3rd Party Intent Data: Which Is Right for You?

How do 1st, 2nd, and 3rd party intent data compare? 1st, 2nd, and 3rd party data each have specific advantages and disadvantages. It comes down to four factors: accuracy, cost, control and quantity. This infographic explains the pros and cons of each and helps you understand which one is best for meeting your business objectives. Intent data can be a great way to fill your pipeline and close more deals.

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Start Planning for The New Year and Make Strategy a Priority

CMOE

It is no secret that 2023 is coming at us fast. If you want to be a proactive leader and create a winning team and strategy, now is the time to start focusing on a forward-looking direction and identifying strategic priorities. Here are 5 things you can do to get started now. 1. Carve Out Some Time. A Bloomberg study found that the time spent on planning ahead or strategizing has declined to single digits – 9%.

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10 Customer Experience Trends for 2023 (and beyond)

Customer Think

November 28, 2022. Add to rss feed. These are difficult.

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Kainos, Revenue Growth & Net Revenue Retention

Deep Insight

Kainos, Revenue Growth & Net Revenue Retention. December 1, 2022. By. John O'Connor. What Drives Growth? For much of 2022, I’ve been discussing the topic of revenue growth with senior executives of B2B companies. What drives it? What capabilities do companies need for growth? Is Net Revenue Retention (NRR) a good predictor of profitable growth?

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18+ Questions To Assess Your Firm’s “CXness”

Customer Think

References to Customer Experience are everywhere, from annual reports and analyst calls to job descriptions and performance appraisals to business plans and operating procedures. There is a gaping chasm, however, between embracing CX as a core dimension of strategy and infusing CX thinking into the DNA of the organization as opposed to simply spewing the […].

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ABM Evolution: How Top Marketers Are Using Account-Based Strategies

In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.

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Direct-To-Consumer Rx: Retail’s Bitter Pill, Or A Shot In The Arm?

Customer Think

A billionaire sports team owner wants to cut the cost of American prescriptions. Should the big drug chains check their pulses? Mark Cuban, owner of the Dallas Mavericks and a long-time Shark Tank investor, in January launched his price-popping discount e-pharmacy, Mark Cuban CostPlus Drug Co. (Yeah, you need a glass of water to swallow […].

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Harte Hanks Acquires InsideOut Solutions, LLC, for $7.5 million

Customer Think

Acquisition Adds New Inbound and Outbound Sales Support Capabilities.