Help Scout

APRIL 27, 2021

For customer service teams, the support queue shapes their work lives, shifting from a trickle of questions to a raging torrent of customer confusion throughout the various seasons of a business. Understanding and managing the power of the queue is critical to a sustainable customer service organization. The art of the support queue. You might well ask, “Why do we need a whole article about dealing with a list of questions?

Management 118

Management Prioritization Decision-making Organization 118

Customer Think

APRIL 27, 2021

Customer centricity is one of the most in-vogue buzzwords. But more than that, it’s an ideology that more and more companies are gravitating towards in today’s world. It’s clear that investing in customer-centric frameworks and strategies is how you attract more customers and also retain existing ones. But, the bigger question remains – are companies […].

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Help Scout

APRIL 27, 2021

Every time I travel to Boston, I stay in the same hotel. It’s not fancy and the location isn’t great, but they know how to wow a customer. The way that I’m treated when I go there has always left an impression on me. The first time I stayed there, I arrived in the dead of winter. My face was chapped, and my hands were raw as I checked in. Ten minutes after I got to my room, guest services showed up at my door with some cookies and hot chocolate.

Banking 118

Banking Meetings CRM Management 118

The Center for Sales Strategy

APRIL 27, 2021

Only two jobs? Most sales managers will meet that headline with an eye-roll but stay with us. Great sales leaders individualize their coaching while they manage a standardized sales process. The first job of a sales leader is relatively easy - the second takes more discipline. The two jobs sales managers have related to sales process are: Install a process that everyone on your team uses.

Sales 111

Sales Sales Management Meetings Management 111

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.

Help Scout

APRIL 27, 2021

While I’m writing this in March of 2021, having just experienced a generational winter in my home state of Texas that created a source of stories I can use to bore my future grandchildren to death, I realize one nice thing about power outages is a return to books. I’ve always enjoyed reading, but I can’t say that it was a nightly affair for me like it has become during this stunning storm of 2021.

Customer Experience 118

Customer Experience Retail Brainstorming Publishing 118

Customer Think

APRIL 27, 2021

Did you know: • 71% of consumers are willing to shop more often if AR is available over the e-commerce retail platform. • 40% of consumers are willing to pay extra for a product with customization available over AR. • 32% of consumers are already using AR while shopping. The above astonishing stats from Threekit […].

eCommerce 112

eCommerce Retail Marketing 112

Customer Think

APRIL 27, 2021

In order to experience each day in a joyful and productive way, we need to be organized. It’s unlikely we can show up as our best selves and have the capacity to serve others when feeling overwhelmed. While I have favorite apps and techniques, my methods are certainly not the only ways to stay organized. […].

Organization 96

Organization Customer Experience 96

Help Scout

APRIL 27, 2021

For B2B SaaS companies, user adoption is one of the most important elements to get right in order to grow sustainably. Appcues found that activation (when customers experience the core value of the product) is the most important pirate metric for SaaS growth. A 25% difference in activation increased MRR by 9.3% more than the same percentage increase in acquisition, and 3.3% more than the same percentage increase in retention.

Onboarding 94

Onboarding Acquisition B2B Marketing 94

Outbound Engine

APRIL 27, 2021

At OutboundEngine, the answer to “what should we do next?” has always been “whatever helps our customers the most.” After a tumultuous year for small businesses, we’re prioritizing new products and features that will make a real, meaningful impact on the people we serve. That’s why I’m so excited to announce Listings Pro, our latest product release.

Small Business 92

Small Business Prioritization Account Management Marketing 92

Customer Think

APRIL 27, 2021

While the COVID-19 pandemic has certainly upended the way we work, it has also transformed the way companies engage with customers. In fact, according to the latest Broadridge CX and Communications Insights survey, over half (56%) of North American consumers believe the pandemic has fundamentally changed how they communicate and engage with businesses.

Communication 92

Communication Customer Experience 92

Advertiser: ZoomInfo

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

B2B

Help Scout

APRIL 27, 2021

Long-time customer service professional Mat “Patto” Patterson answers readers’ most challenging customer support delivery, leadership, and career questions. If you have a question you’d love Patto to answer, send it to editorial@helpscout.com. Balancing soft-skills with technical ability. Dear Patto, How can I hire people for my customer service team who are strong in soft skills but are also capable of learning the more technical aspects of our complex product?

Customer Life Cycle 91

Customer Life Cycle Onboarding Software Software 91

Customer Think

APRIL 27, 2021

image source [link] Article originally published on ECXO The Customer Journey is an important common ground between the CX and Service Management frameworks. Although their approaches may differ, both share the common goal of realising a great customer experience. By gaining a better understanding of these two frameworks we will see how together they are […].

Customer Experience 86

Customer Experience Meetings Management Publishing 86

Help Scout

APRIL 27, 2021

Help Scout’s first 10 years have been incredibly fun and rewarding, but in many ways it feels like we’re just getting started. We’re grateful to the 12,000+ businesses that make our work so enjoyable. Here’s to the next 10! Our 10-year mission As a certified B-Corp, one of Help Scout’s most important goals is to be a force for good in protecting the natural world.

Profitability 81

Profitability Decision-making Digitalization Software 81

CMOE

APRIL 27, 2021

Top 10 Characteristics of High-Performing Teams. 1. Decisiveness. 2. Alignment of Values. 3. Trust. 4. Drive. 5. Confidence. 6. Learning. 7. Diversity & Inclusion. 8. Celebrating Achievements. 9. Team Mentality. 10. Conflict Management. Outstanding business teams possess positive attributes that enable them to perform at a high level—and sustain that level of performance over years.

Decision-making 72

Decision-making Innovation Emotional Intelligence Leadership 72

Advertisement

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.

Meetings

Strategic Planning and Management Insights

APRIL 27, 2021

Have you or your employees been feeling work-from-home burnout and Zoom fatigue these past months despite the supposed convenience of working from home and using videoconferences to meet? Unfortunately, the vast majority of efforts to address WFH burnout try to treat the symptoms without addressing the root causes. The fundamental root cause of WFH burnout stems from organizations adapting their existing ways of interacting in “office culture” to remote work.

Remote Working 75

Remote Working Meetings Organization 75

Customer Think

APRIL 27, 2021

Source: Adobe Stock Facemasks, door signs, floor decals, partitions, and hand sanitizers won’t keep your customers. Such safety protocols in response to the pandemic are expected from your customers. While failing to implement them will cost you customers, maintaining those standards will not guarantee that you keep them. Your competitors are doing the exact same […].

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Strikedeck

APRIL 27, 2021

Vincent Manlapaz, in an interview with Kristi Faltorusso talks about the keys to improving customer satisfaction and making them loyal to our business. The post Making an Impact During These Unprecedented Times (Part 2) – Kristi Faltorusso, Founder of CS Real Simple (Former VP of CS at Intellishift and BrigthEdge) first appeared on Strikedeck | Customer Success Platform.

Customer Success 64

Customer Success Onboarding Customer Experience 64

Help Scout

APRIL 27, 2021

Launched in January 2021, LanguaTalk is a marketplace platform for online language tutoring. It’s a fast-growing U.S. startup with students and tutors across the world, and it currently offers six languages, with plans to cover all major languages by the end of the year. We interviewed Alex Redfern, one of the founders, to find out how the company is using Help Scout to support its operations.

Onboarding 58

Onboarding Software Software Communication 58

Advertiser: ZoomInfo

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.

Marketing

Customer Think

APRIL 27, 2021

Imagine talking to a bunch of car sales people. Imagine making the claim, “Selling cars is the same, regardless of the vehicle, they are all cars.” In the audience you have people selling Honda’s, Toyota’s, Nissan’s, Renault’s, Kia’s, Ford’s, Chevrolet’s, Jeep’s. Porsche’s, Ferrari’s, Rolls Royce’s, BMW’s, Mercedes’, McLaren’s, and Bugatti’s.

Manufacturing 52

Manufacturing Sales 52

Aepiphanni

APRIL 27, 2021

The evolution of digital marketing has many theories, but most agree it began after search engines were created back in the early 1990s. Since then, the marketplace has realized the necessity of having an online presence to gain the attention of their customers among the “noise” of other competitors. Now that we’ve entered the second quarter of 2021, after a world-wide shutdown last year, digital marketing has become even more essential.

Digitalization 52

Digitalization Marketing Government Facilitation 52

Customer Think

APRIL 27, 2021

Immersive technologies such as virtual reality (VR) and augmented reality (AR) have the potential to support businesses in building and maintaining strong customer relationships. Implementing immersive strategies will not only attract new customers but also build long term brand loyalty and great customer experiences (CX). Recent research from PwC confirms that CX is the key […].

Customer Experience 52

Customer Experience 52

QYMATIX

APRIL 27, 2021

The question is no longer “if” a B2B company will implement artificial intelligence (AI), but “how” AI tools enable more efficient work in many areas. B2B sales is no exception. AI sales software saves time, stress and costs, while improving customer lifetime value and experience. Companies that do NOT adopt AI-powered tools will be significantly more inefficient than their competitors and will be left behind.

Artificial Intelligence 52

Artificial Intelligence Software Software Decision-making 52

Speaker: Susan Spencer, Principal of Spencer Communications

Intent signal data can go a long way toward shortening sales cycles and closing more deals. The challenge is deciding which is the best type of intent data to help your company meet its sales and marketing goals. In this webinar, Susan Spencer, fractional CMO and principal of Spencer Communications, will unpack the differences between contact-level and company-level intent signals.

Sales

SBI

APRIL 27, 2021

26 Top Sales Software to Drive Growth in 2021. By Nancy Nardin, Smart Selling Tools. The pace of innovation in the Sales Software market is accelerating. It can be hard to know which technologies to consider for your organization with so many options to chose from. Top Sales Software. That’s why I’m excited to announce our annual Top Sales Tools awards.

Software 57

Software Software Prioritization Sales 57

Help Scout

APRIL 27, 2021

“Our technology in isolation won’t protect the environment or address climate change — it’s only when put into the hands of our customers that we as a company are having the impact we strive for.” – Marshall Moutenot, Upstream Tech. When you’re a mission-oriented company providing solutions to the social or environmental problems that face our world, your product can only achieve impact when your customers are successful.

Publishing 45

Publishing Innovation Organization Management 45

Account Management Skills

APRIL 27, 2021

?. As a podcaster myself, sometimes it’s great to sit on the other side of the ‘virtual’ desk! I was delighted to be asked by Nathan Anibaba of the Agency Dealmasters Podcast to chat to him about all things account management. Just a few of the areas we covered included: What makes a great account manager. The difference between account management and project management, how agencies typically have one person doing both roles, and why that’s such a mistake.

Account Management 40

Account Management Management B2B Marketing 40

SmartKarrot

APRIL 27, 2021

Role: AVP, Customer Success Location: Remote, United States Organization: League Inc. As an AVP of Customer Success, you will own the vision and strategy of a robust end-to-end customer success framework. Champion programs to optimize customer satisfaction, measured by Net Promoter Score and other customer engagement methodologies. Create and implement a customer success engagement model inclusive of account management, retention and cross-sell/up-sell initiatives.

Customer Success 10

Customer Success Account Management Stakeholders Finance 10

Advertiser: ZoomInfo

Shifting to an account-based marketing (ABM) strategy can be both exciting and challenging. Well-implemented ABM motions build engagement with high-value accounts and drive impactful campaigns that resonate with your audience. But where do you begin, and how do you progress from crawling to running? Watch now as Demand Gen experts delve into the essentials of each stage of the ABM process.

Marketing

Help Scout

APRIL 27, 2021

Your relationships with your customers have more in common with relationships in your personal life than you might think. Like the happiness that you derive from being around your friends and loved ones, customer happiness is a product of a lot of time, effort, and learning. It’s not just about a single action but the accumulation of activities over time.

Customer Experience 135

Customer Experience Media Small Business CRM 135

Account Management Skills

APRIL 27, 2021

?. Welcome to Episode 28. This episode’s for you if you’re interested in managing other people. Maybe you’re in an account manager role now and you’re thinking that the next step up for you is going to be an account director role, where you’re going to be responsible for a team. And you’re wondering what skills you need and how you should prepare yourself for the role.

Account Management 52

Account Management Management Decision-making Leadership 52

Help Scout

APRIL 27, 2021

If someone told you they were starting a clothing line where everything was one size fits all, you’d probably pass on investing. With so many different body types and fit preferences, the reality is that one size fits all simply doesn’t work. Though it’s hard to imagine with clothing, the truth is lots of software operates on a one-size-fits-all model.

Small Business 105

Small Business Software Software Communication 105

PandaDoc

APRIL 27, 2021

Lead capture app tools are vital for business growth. Email capture apps allow you to collect first-time visitor information and transform each visit into a quality lead. Choosing the best email capture software depends on your business’s existing systems and necessary features. ? The basic, essential features of lead capture apps include customized data collection and easy lead retrieval with tools that generate capture forms or retrieve contact information.

CRM 52

CRM Software Software Publishing 52

What if there was a better method of changing the conversation with your customer from delivering pricing to delivering value solutions? A method that would help keep you in control, manage the uncertainty, and close larger deals more quickly for you and your company? There is.

Negotiation