What is a CSM Anyways?

When a business buyer makes an initial purchase from a seller, it’s only the start of the value exchange between the two. Most of the mutual value accrues over time as the customer benefits and both continues and expands purchasing. Consequently, more companies are shifting responsibility for ongoing customer care and growth from an account manager to a customer success manager (CSM). The CSM title was almost unheard of a decade ago. But, in a 2019 survey of high-tech companies…

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5 Tips For CX Agent Onboarding

Let’s face it. Onboarding is broken. The average ramp time for a new rep is 4.5 months, while the average tenure is a year and a half. That means that 25% of a sales rep’s total time at a company is spent getting up to speed. At the same time, boot camp-style training (more on this in a minute) has abysmal recall rates. 84% of what reps learn in a sales boot camp is forgotten within the quarter, which means the so-called “onboarded”…

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60 CX Terms You Need To Know

Customer service has its own lingo including various different terms new and old. As customer service shifts to focus more on support and experience, the terminology changes and it is important that you stay up to date on all the newest lingo. The more of those customer service terms you know, the easier it’ll be to communicate clearly about the challenges your team faces. Together, you can strive toward improvement. Business terms and customer service terms can seem like a foreign language…

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22 Immutable Marketing & CX Laws For You To Know

This is a summary of ideas from the book The 22 Immutable Laws of Marketing by Al Ries and Jack Trout. Normal text is my summary. Text in italic is my commentary. Remember: this is just a short summary and is not meant to replace the book. Nothing beats reading the real thing. The book is short, buy it and read it. Law 1 (law of leadership) Being first in the market is better than having a better product.Examples: we all remember who first…

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11 Benefits of Using a CRM

Having started your own sales business or taking a charge over a small sales team, you’ve probably considered a CRM system once or twice. “Everyone in sales is using one of those. But do I actually need it? Will my team benefit from it and sales go smoother? After all, we’re doing just fine with Docs and Excel.” Well, there is a reason, and not one, why “everyone” is using a CRM for sales management. What’s more important, the size…

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11 Support Tools You Need to Have

Customers want answers — and they want them fast. That’s what we learned from our Customer Experience Trends Report 2020. Consumers told us that they consider quickly resolving an issue to be the most important aspect of a good customer service experience. What’s considered quick? Over half of the consumers said they expected a response in under five minutes on the phone, and 28% said the same for live chat. Read more on ZenDesk.com

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Email Template Best Practices

The most successful emails based on open and reply rates had subject lines between 1-5 words. This supports our common belief that clear and concise is key to generating the perfect subject line. Your subject line should describe the contents of the message concisely but remain short enough for your recipient to read it on their phone. Always keep mobile users in mind and never exceed 7 words in your subject line. Read more on YesWare.com

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Benefits of Using LMS for CX Agents

Employee training is critical in every industry, business, and role. It is a way to help to certify that the people on your payroll can do their jobs. Evidence of this indicates that companies who have invested in comprehensive training earn 218% more income per employee, according to The Association for Talent Development. Effective training is especially important in the contact center. After all, your customer experience is only as good as your weakest agent. Customers want top-notch customer service…

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How Chatbots Can Help Your Business/Team

In today’s saturated market with plenty of options for your target customers, the only thing that ensures the success of your business is superlative customer service. Irrespective of the type of business, customer service, and sales remain integral parts in defining the success of any business. With evolving technology and increased use of digital channels, consumers today expect businesses to act on their concerns fast and offer instant support while they make a buying decision. Read more on business2community.com

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