Inside Help Scout: How We Implement Whole Company Support
Help Scout
AUGUST 22, 2023
Discover why Whole Company Support matters and how Help Scout has built a customer-centric culture where everyone works with customers. Read the full article
whole-company-support 
SUSTAINABLE SAM: ARE YOU READY FOR THE NEW REALITY?
Strategic Account Management Association
MAY 7, 2021
Sustainability and other good behavior metrics now need to be reported, meaning your strategic accounts will no longer be satisfied with bland statements of intent from your company. So, if you are working in a company that has not proved itself sustainable to investors, you are in the wrong half of where the investor money is going.
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Using Multi-Factor Analysis to Maximize Sales Performance Improvement
Mike Kunkle
NOVEMBER 21, 2023
In plain English, this is a way to look at a whole situation in context – the root cause of the problem and possible solutions – and to come at the problem from different directions at the same time. Emergency Repairs and Support: 24/7 support for urgent situations to ensure uninterrupted air quality control.
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3 Key Commercial Capabilities to serve customers and grow revenue
KAM With Passion
MARCH 17, 2022
I invite you to read the whole post and then to download the 3 Complementary Capabilitie s one-pager that summarises the thinking behind this post with a single graphic. In a recent past, a customer asked me to support them in fixing a recurring adoption issue with their KAM initiative launched 3 years earlier. Complex Sales.
Everyone Should Be Feeling the Customer’s Pain
Help Scout
AUGUST 22, 2023
Getting the whole team to answer support questions is the fastest way to ensure your company truly understand the customer experience. Read the full article
The Enablement Profession at a Crossroads
Mike Kunkle
AUGUST 30, 2023
To firmly establish the function as required and themselves as integral players in their companies, enablement experts must be equipped to prove their worth by improving sales results and bolstering profitability. They must show that they can make an impact with enablement and move the needle on the metrics that matter most.
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How to Be a Good Sales Manager, According to Leaders With High Attainment & Low Turnover
Hubspot Sales
NOVEMBER 8, 2023
Transitioning into a leadership role requires a whole new set of skills and strategies. You not only want to push your reps to try their best for the good of the company, but you want to tap into their personal motivations and provide them with the encouragement they need to reach their goals and yours. really takes a toll on you.
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What Is the Best Meeting Scheduler for Your Business?
Nutshell
APRIL 4, 2024
The whole point of these tools is to streamline the scheduling process. Nutshell Scheduler Price: $37 per month for your whole company (with a Nutshell subscription) Best for: Deep CRM integration The first top meeting scheduler tool on our list is Nutshell Scheduler. If the tools are hard to use, it kind of defeats the purpose.
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Unlocking the Power of Single Customer Views (SCV)
Nutshell
APRIL 18, 2024
An SCV aggregates data from multiple sources, such as marketing platforms, sales interactions, support tickets, and more. The benefits of implementing SCV Understanding your customers is crucial to business success and affects sales, marketing, customer support, and beyond. To get started, follow the key steps below.
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How to Build a Strong Customer Service Culture
Help Scout
APRIL 29, 2021
Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to those beliefs. Every company has a culture, and it isn’t something you can directly build. What differentiates a typical company from one that has a strong customer service culture?
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What Is the Best Meeting Scheduler for Your Business?
Nutshell
APRIL 4, 2024
The whole point of these tools is to streamline the scheduling process. Nutshell Scheduler Price: $37 per month for your whole company (with a Nutshell subscription) Best for: Deep CRM integration The first top meeting scheduler tool on our list is Nutshell Scheduler. If the tools are hard to use, it kind of defeats the purpose.
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Strategic Implementation
OnStrategyHQ
APRIL 16, 2024
Nine out of 10 companies with strategic plans fail to implement them. It’s supported by clear objectives, goals, and actions that articulate who, where, when, and how you’ll achieve your bigger vision of success. A clear growth strategy has been defined and is supported by your competitive advantages.
Why do account managers need entrepreneurial skills?
Account Management Skills
DECEMBER 6, 2023
According to Gartner to grow an existing account, you need: “An ability to hold client improvement conversations” Gartner’s report findings also conclude: “If your account manager is either unwilling or unable to do that, the whole growth engine stalls”.
How to Manage a Sales Pipeline for a Professional Services Company
Nutshell
MAY 26, 2023
In short, it’s the journey people take to become customers at your company. Your professional services company can greatly benefit from working to track and streamline your pipeline. But you might not be sure how to manage a sales pipeline for a professional services company. What’s a sales pipeline? But guess what?
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Top 3 things retailers are missing in digital CX
Zendesk
SEPTEMBER 7, 2022
Almost overnight, retailers big and small had to adapt to a whole new way of serving their customers digitally. Customers want personalized service from the companies they shop with—and they’re okay with sharing their data if it means you’ll deliver it. The Tile support team prides itself on its human-first approach to CX.
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Insightly Celebrates Pride Month
Insightly
JUNE 22, 2022
Insightly is incredibly supportive of everyone bringing their whole self to work and celebrates the importance of diverse perspectives.” – Melinda, Director of Product Marketing. Insightly is the most welcoming and accepting company I’ve ever worked for. What is your company doing for Pride month?
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Qualifying Prospects: A Sales Leader Guide to Elevating Selling Skills
Brooks Group
FEBRUARY 23, 2024
This can have significant long-term implications for both individual sales professionals and the organization as a whole. Provide Support and Guidance Make time for ongoing coaching around qualification skills. Prioritize Qualification Skill Development and Support It’s not easy. Failure to qualify properly has a big downside.
The Ultimate Guide to Small Business Customer Service
Help Scout
SEPTEMBER 14, 2021
In this guide, we cover some common topics surrounding small business customer service and provide some insights gained from our years of working in support — as well as insights from small business leaders who’ve created great customer service programs of their own. Strategy #3: Involve the whole company. It’s for good reason.
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When to Guide and When to Listen: A Day in the Life of Global Manager of Business Intelligence and Analytics Elvia Martínez
Planview
SEPTEMBER 26, 2023
Elvia uses her unique background from an immigrant family to lead her teams with inclusivity, collaboration, and support. I manage two engineering support teams. The other is the Planview IdeaPlace care team, which supports the ideation management needs of customers seeking to innovate. These conversations motivate me.
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Customer Success Specialist Job Description: Template & Examples
Help Scout
SEPTEMBER 21, 2021
Customer success teams often have a range of responsibilities, depending on the team’s age, the size of the company, and what type of product they are supporting. For instance, customer success may be responsible for implementation, onboarding, and lifecycle management at some larger companies.
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11 Tips on Delivering Great Customer Service in Education
Help Scout
JULY 15, 2021
In reality, the education ecosystem is like an iceberg: What you see is just a small fraction of the whole. Some of those items may be pretty self-explanatory, but others require dedicated support professionals to help when the frontline staff have questions. Pain point #1: Privacy concerns. For example, in the U.S.,
Supporting your customers starts with supporting your agents
Zendesk
MAY 14, 2021
And partnerships with companies have taken off. There’s no doubt that it’s been a crazy year , for everyone, including customer support agents. Here are just a few of the changes impacting support teams: Customer engagement is up 30% globally, compared to last year. 50% of support teams are fully remote.  .
Bringing creativity to self-service: A CX Moment with Kajabi
Zendesk
MARCH 1, 2022
“Nobody really wants to contact support. To manage the influx of inquiries, the company decided to get creative with its self-service options. Based on an idea from a previous leader, the company tried using webinars as a self-service tool rather than a sales function to drive new business. Metrics tell the entire support story.
10 ways to boost retail customer engagement in 2023
Zendesk
APRIL 3, 2023
This includes in-store, ecommerce websites, social media, advertising, the metaverse, email, live chat, phone support, and more. According to the Harvard Business Review, companies at the top of their industries in satisfaction rankings grow revenue roughly 2.5 While this seems simple in theory, it’s a bit more complex in practice.
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Purpose – Why Hybrid is more than a Buzzword
MDI Training
MARCH 14, 2024
Ourselves: In many companies you can now decide for yourself whether to work from home or at the office. It requires transparent communication, clear goals, and a strong commitment to the company. Company: Many companies are already considering what hybrid means for them and what benefits they can derive from it.
How to Measure Customer Service Quality: Methods & Tools
Help Scout
SEPTEMBER 7, 2021
Learn more about measuring support quality beyond CSAT and NPS in this webinar, featuring Beth Trame of Google Hire, Shervin Talieh from PartnerHero, and Mathew Patterson of Help Scout. Step 1: Define customer service quality for your company. Start by pulling together data from the following sources: Your company and team values.
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Chief of Staff: The Strategic Catalyst for Your Organization
AchieveIt
SEPTEMBER 13, 2023
Described as the nonprofit public health infrastructure support system, they have five hundred partners that tackle topics such as maternal and child health, the public health workforce, outbreak preparedness, disease prevention, early literacy, and more. Second, it is crucial to be a facilitator across departments.
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Top Tactics for Selling to a Buying Committee
Brooks Group
APRIL 9, 2024
Internal champions: Enthusiastic supporters of your product or service who actively promote its adoption within the organization. IT administrators: Professionals responsible for managing and maintaining the technical infrastructure supporting the solution.
How Freshworks customers are transforming their business with the art of easy
Freshworks
NOVEMBER 16, 2021
Customers are delighted when they can reach out for support where they are. The company was trying to implement a cloud strategy for their operations when Ali’s team chanced upon Freshservice. When Scott joined the company five years ago, two of their main product lines were using two ‘unique’ instances of Freshdesk.
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The Taming of the Queue: 14 Support Queue Management Tips
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. The art of the support queue. You might well ask, “Why do we need a whole article about dealing with a list of questions?”
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End-to-end Process Automation: A Complete Guide
PandaDoc
FEBRUARY 16, 2024
With the world of business continually changing and evolving, modern companies like yours can only keep up if internal processes are up to date and optimized for maximum competitiveness. Key takeaways: Modern businesses typically use end-to-end automation to keep their internal affairs running smoothly and to support their workforces.
How the Cold Helped Me Move into the Growth Zone
Peter Simoons
DECEMBER 19, 2021
Now I can almost hear you thinking, “I breathe every moment of the day, when it’s cold I just turn up the heating and my commitment is already okay, so why spend a whole weekend on it?” . The whole Wim Hof Method is about personal development and stepping out of your comfort zone. Yes, it was cold, but not as cold as you’d think.
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Strategic Partnerships with Universities
Flevy
AUGUST 4, 2022
These ecosystems do not merely comprise of universities and companies rather they have a whole Innovation community that includes government entities, venture investors, and entrepreneurs with universities as indispensable stakeholders. There has to be stringent and transparent criteria in companies for partnering with universities.
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10 tips to foster efficient inter-departmental collaboration
PandaDoc
FEBRUARY 13, 2023
It’s vital to recognize the importance of collaboration across your company. Your company will achieve its goals more efficiently and to a higher standard by working cohesively. Nothing is worse than a whole new set of people getting pulled in near the end. For example, you must make sure you’re avoiding silos.
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3 AI analytics to add to your KPIs today
Zendesk
MARCH 8, 2022
Successful companies are constantly asking questions. Customer support teams are in a tricky situation — they need to optimize costs and still provide the best agent and customer experience. But support leaders wonder if these metrics are really the best path to improved agent performance and increased customer satisfaction.
Choosing the Right CRM Software: A Simple Guide
Nutshell
APRIL 11, 2023
Comparing by reviews When you compare companies by reviews, you want to look at both quality and quantity. As a side note, make sure you check reviews to see what kind of support staff each CRM has. You might think a good CRM shouldn’t require a good support team, but that’s not true.
CRM 62
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Customer Support: Importance, Types and Best practices
Apptivo
APRIL 19, 2022
All About Customer Support. What is Customer support? Why is customer support important for business? What is the difference between customer support and customer service? Responsibilities of customer support. Best practices in customer support. What is customer support? Final thoughts.
Making spirits bright: 5 ways to support your CX team during the holidays
Zendesk
DECEMBER 21, 2021
How can you support your frontline team through what can be a challenging season? Beyond the basics, companies need to equip customer service reps with the tools they need to do their job well. And they can take proactive steps to support the business as a whole. Support your team when things get Grinchy.
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Symbiosis of Human and Machine
SalesPop
JUNE 3, 2021
We only want to develop efficient salespeople—and through our CRM, we cover the whole spectrum of sales roles like no other vendor in the world. It is a company’s growth because a company will only grow if both of these functions are well cared for. Efficient Salespeople Roles. Today these roles are more complex. What is power?
How To Manage a Sales Pipeline for a Tech Company
Nutshell
JUNE 14, 2023
Beginning with an introduction to your company and ending with a purchase, every sale requires someone to progress through your business’s sales pipeline. Just like every business, your tech company needs to create and monitor your sales pipeline to ensure a smooth customer journey for all your prospects.
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Good to Grow: Help Scout Celebrates its 10th Year
Help Scout
APRIL 27, 2021
Customers that view the support experience as more than just a cost center These customers have achieved amazing growth by putting people and support first. Learn how Help Scout makes Zapier’s whole company support easy, from support representatives to the C-Suite. Watch Basecamp’s story. Against the Grain.
4 Vital Premises of Dual Innovation Management Systems
Flevy
SEPTEMBER 22, 2022
Innovation Management comprises of managing the whole process of an organization’s Innovation effort. Support by a proper Idea Management System. The whole Innovation portfolio can be bifurcated into Exploitation-focused and Exploration-focused Innovation ventures. Separation of Exploitation and Exploration initiatives.
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Being a servant leader – Servant Leadership
MDI Training
FEBRUARY 14, 2023
A number of well-known authors and CEOs of companies such as Starbucks, Nordstrom and SAS followed him in designing and practicing servant leadership. If the purpose of the company is to maximize profit, then human resources tend to be seen as a mean. Let’s look at what each of these companies value.
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The 6-Step Guide to Effective Sales Call Mapping
Hubspot Sales
MARCH 22, 2021
Do some research and gather some insight about both the person you'll be speaking with and their company as a whole. Check out the company's website. If their company has a blog, take a look at some of its posts. That can be as simple as saying something like, "Hello, this is [name] from [company]. Set next steps.
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