The 2013 Compete Client Relations Strategy Talk. Special thanks to Micah Solomon and his book High-Tech, High-Touch Customer Service: Inspire Timeless Loyalty in the Demanding New World of Social Commerce.
You won the business? Great. Now what is the best way to keep the business: Effective client relations. The keys include getting off to a good start in your presentations, dressing for success, being well prepared and of course, professionalism. Everyday you need to prove your ROI or Return on Investment.
John Massman discusses using data visualization and "emphatic graphs" to effectively present data analyses and their implications to stakeholders. He provides examples of how combining key information and foreseeable consequences into concise graphs helped a nonprofit improve operations and an adult-child mentoring program increase matching effectiveness and quantify benefits. Massman advocates analyzing voluminous demographic data to identify characteristics that correlate with long-term relationships and avoiding ineffective short matches.
This executive overview summarizes GAMI LLC, an outsourcing firm that provides digital services to agencies and software companies. GAMI offers various engagement models including dedicated resources, projects, and dedicated seats. Customers saw increased revenues of 15-20% and cost savings of 30% working with GAMI. They value the transparency, flexibility, responsiveness, and quality of GAMI's services. The overview highlights GAMI's founder and capabilities across web, mobile, and software development and their approach to addressing common challenges in these industries like managing offshore resources and controlling costs.
El documento resume las características principales de las generaciones Web 1.0, 2.0 y 3.0. Web 1.0 se caracterizaba por ser sencilla pero lenta. Web 2.0 permitió mayor interactividad y búsquedas más amplias aunque menos específicas. Web 3.0 promete proporcionar resultados aún más precisos a las búsquedas de los usuarios de forma sencilla, aunque con menos fuentes de información. Cada generación web tuvo ventajas en su época aunque también desventajas que fueron superadas por las sigu
This document discusses key principles of composition in photography including simplicity, rule of thirds, lines, balance, framing, and avoiding mergers that clutter the image.
El documento habla sobre la toma de la Universidad Nacional del Cono Sur (UNTECS) por parte de la "mafia fujimontesinista" y menciona algunos de los supuestos "operadores" involucrados como Fujirata, Chinarata y Vladimiro. Finalmente hace un llamado a los estudiantes peruanos a defender el sistema universitario y evitar que mafiosos corruptos tomen más universidades.
Here's a simple PPT I put together to help you understand the basics of twitter - there's nothing about trending - but you'll see there is an explanation of some simple concepts.
Hope it helps :-)
You won the business? Great. Now what is the best way to keep the business: Effective client relations. The keys include getting off to a good start in your presentations, dressing for success, being well prepared and of course, professionalism. Everyday you need to prove your ROI or Return on Investment.
John Massman discusses using data visualization and "emphatic graphs" to effectively present data analyses and their implications to stakeholders. He provides examples of how combining key information and foreseeable consequences into concise graphs helped a nonprofit improve operations and an adult-child mentoring program increase matching effectiveness and quantify benefits. Massman advocates analyzing voluminous demographic data to identify characteristics that correlate with long-term relationships and avoiding ineffective short matches.
This executive overview summarizes GAMI LLC, an outsourcing firm that provides digital services to agencies and software companies. GAMI offers various engagement models including dedicated resources, projects, and dedicated seats. Customers saw increased revenues of 15-20% and cost savings of 30% working with GAMI. They value the transparency, flexibility, responsiveness, and quality of GAMI's services. The overview highlights GAMI's founder and capabilities across web, mobile, and software development and their approach to addressing common challenges in these industries like managing offshore resources and controlling costs.
El documento resume las características principales de las generaciones Web 1.0, 2.0 y 3.0. Web 1.0 se caracterizaba por ser sencilla pero lenta. Web 2.0 permitió mayor interactividad y búsquedas más amplias aunque menos específicas. Web 3.0 promete proporcionar resultados aún más precisos a las búsquedas de los usuarios de forma sencilla, aunque con menos fuentes de información. Cada generación web tuvo ventajas en su época aunque también desventajas que fueron superadas por las sigu
This document discusses key principles of composition in photography including simplicity, rule of thirds, lines, balance, framing, and avoiding mergers that clutter the image.
El documento habla sobre la toma de la Universidad Nacional del Cono Sur (UNTECS) por parte de la "mafia fujimontesinista" y menciona algunos de los supuestos "operadores" involucrados como Fujirata, Chinarata y Vladimiro. Finalmente hace un llamado a los estudiantes peruanos a defender el sistema universitario y evitar que mafiosos corruptos tomen más universidades.
Here's a simple PPT I put together to help you understand the basics of twitter - there's nothing about trending - but you'll see there is an explanation of some simple concepts.
Hope it helps :-)
Poonam Sharma is a young and energetic MBA professional with over 7 years of experience in market research and management consulting. She has worked as a deputy manager for marketing and communications and as a senior analyst conducting industry analysis, reporting, forecasting and market sizing. She is currently pursuing challenging assignments that allow her to apply her broad skills and expertise. She has experience preparing reports, presentations and business communications to support organizational decisions.
This very short document appears to be about the making of something, but provides no details about what is being made or the process. It only contains the word "MakingOf" repeated five times without any other context.
1) Jonathan Swift wrote Gulliver's Travels in 1726 as a satire of English society and European politics during the Enlightenment period.
2) The story follows Lemuel Gulliver, a ship's surgeon, on four voyages to fantastical lands where he encounters societies that satirize aspects of human nature and culture.
3) On his voyages, Gulliver is first shipwrecked in the land of Lilliput where he towers over tiny people, then voyages to Brobdingnag where the giants dwarf him. He later visits the flying island of Laputa and the rational horse society of the Houyhnhnms.
This document presents nearest bi-clusters collaborative filtering (NBCF), which improves upon traditional collaborative filtering approaches. NBCF uses biclustering to group users and items simultaneously, addressing the duality between them. It introduces a new similarity measure to achieve partial matches between users' preferences. The algorithm first performs biclustering on the training data. It then calculates similarity between a test user and biclusters to find the k-nearest biclusters. Finally, it generates recommendations by weighting items based on bicluster size and similarity. An example demonstrates how NBCF provides more accurate recommendations than one-sided approaches.
This presentation was from the Zendesk Boston User's group kick-off event. These slides show you a little bit about how Compete PRO uses Zendesk as well as some other projects within our group. For questions regarding these slides feel free to reach out to me.
This document provides an executive overview of GAMI LLC, an outsourcing firm that helps digital agencies, software companies, and technology firms increase revenue and reduce costs. Key points:
- GAMI was founded in 2006 and works with over 150 clients to provide services like web development, mobile development, and eCommerce solutions.
- Client testimonials praise GAMI's responsiveness, transparency, ability to anticipate needs, and delivering projects on time and on budget, resulting in increased revenues and cost savings of 20-30% for clients.
- GAMI offers flexible engagement models including dedicated resources, projects, and outsourcing challenges faced by technology companies like finding quality talent and managing offshore resources.
A short document discusses obscene gestures and was born in 2009. In just a few words, it references obscene gestures and provides the year 2009, but does not provide much other contextual information that could be summarized in 3 sentences or less.
This document provides a summary of James Gold's experience and qualifications as a film editor. It outlines over 15 years of experience editing a wide range of projects from documentaries to commercials. It also lists several award-winning and nominated documentary programs edited by James Gold. The document then provides highlights of James Gold's editing credits from January 2014 to the present, including numerous documentaries for BBC, Channel 4, and Discovery Channel.
Aequator AG is a Swiss company that manufactures coffee machines. It was founded in 1975 and has since become a global leader in the industry. Aequator prides itself on producing high-quality, Swiss-made machines with easy handling, hygiene, and low maintenance in mind. The document provides an overview of Aequator's history, facilities, product portfolio, and emphasis on hygiene and environmental sustainability. Key products include the Santos, LG, Brasil, and LV lines of machines that use powdered or liquid milk systems.
The document summarizes the predicted and actual weather for several days in mid-April 2011 in Pe-Ell, Washington. It includes high and low temperatures as well as rainfall amounts. On April 17th, the predicted high was 52 degrees but the actual high was 55 degrees with 0.01 inches of rain. Cumulus clouds were observed.
John Massman presented on using data visualization to effectively communicate insights from data analyses. He discussed two case studies where emphatic graphs combining key information and consequences were used to have pointed discussions that led to positive outcomes. In one case, an analysis of 1700 adult-child matches identified characteristics that correlated with long-term relationships, directly resulting in a programmatic change. In another case, quantifying the benefits of long-term mentoring relationships allowed an organization to report tangible benefits to stakeholders. Massman advocated for data presentations that create "wow factors" to engage audiences.
Amy Nelson kept a weather journal from April 1st to April 11th. Each entry included the predicted weather from Accuweather.com compared to the actual weather measurements. Amy noted the cloud types each day using pictures and descriptions from Clouds-online.com. The weather was generally cool and cloudy with rain or drizzle most days. Cloud types included nimbostratus pannus, stratus fractus, stratus nebulosus, stratus opacus, cumulus congestus, cumulus clouds, and cumulus fractus.
SATTA MATKA DPBOSS KALYAN MATKA RESULTS KALYAN CHART KALYAN MATKA MATKA RESULT KALYAN MATKA TIPS SATTA MATKA MATKA COM MATKA PANA JODI TODAY BATTA SATKA MATKA PATTI JODI NUMBER MATKA RESULTS MATKA CHART MATKA JODI SATTA COM INDIA SATTA MATKA MATKA TIPS MATKA WAPKA ALL MATKA RESULT LIVE ONLINE MATKA RESULT KALYAN MATKA RESULT DPBOSS MATKA 143 MAIN MATKA KALYAN MATKA RESULTS KALYAN CHART
Satta matka fixx jodi panna all market dpboss matka guessing fixx panna jodi kalyan and all market game liss cover now 420 matka office mumbai maharashtra india fixx jodi panna
Call me 9040963354
WhatsApp 9040963354
SATTA MATKA DPBOSS KALYAN MATKA RESULTS KALYAN MATKA MATKA RESULT KALYAN MATKA TIPS SATTA MATKA MATKA COM MATKA PANA JODI TODAY BATTA SATKA MATKA PATTI JODI NUMBER MATKA RESULTS MATKA CHART MATKA JODI SATTA COM INDIA SATTA MATKA MATKA TIPS MATKA WAPKA ALL MATKA RESULT LIVE ONLINE MATKA RESULT KALYAN MATKA RESULT DPBOSS MATKA 143 MAIN MATKA KALYAN MATKA RESULTS KALYAN CHART KALYAN CHART
Tired of chasing down expiring contracts and drowning in paperwork? Mastering contract management can significantly enhance your business efficiency and productivity. This guide unveils expert secrets to streamline your contract management process. Learn how to save time, minimize risk, and achieve effortless contract management.
Poonam Sharma is a young and energetic MBA professional with over 7 years of experience in market research and management consulting. She has worked as a deputy manager for marketing and communications and as a senior analyst conducting industry analysis, reporting, forecasting and market sizing. She is currently pursuing challenging assignments that allow her to apply her broad skills and expertise. She has experience preparing reports, presentations and business communications to support organizational decisions.
This very short document appears to be about the making of something, but provides no details about what is being made or the process. It only contains the word "MakingOf" repeated five times without any other context.
1) Jonathan Swift wrote Gulliver's Travels in 1726 as a satire of English society and European politics during the Enlightenment period.
2) The story follows Lemuel Gulliver, a ship's surgeon, on four voyages to fantastical lands where he encounters societies that satirize aspects of human nature and culture.
3) On his voyages, Gulliver is first shipwrecked in the land of Lilliput where he towers over tiny people, then voyages to Brobdingnag where the giants dwarf him. He later visits the flying island of Laputa and the rational horse society of the Houyhnhnms.
This document presents nearest bi-clusters collaborative filtering (NBCF), which improves upon traditional collaborative filtering approaches. NBCF uses biclustering to group users and items simultaneously, addressing the duality between them. It introduces a new similarity measure to achieve partial matches between users' preferences. The algorithm first performs biclustering on the training data. It then calculates similarity between a test user and biclusters to find the k-nearest biclusters. Finally, it generates recommendations by weighting items based on bicluster size and similarity. An example demonstrates how NBCF provides more accurate recommendations than one-sided approaches.
This presentation was from the Zendesk Boston User's group kick-off event. These slides show you a little bit about how Compete PRO uses Zendesk as well as some other projects within our group. For questions regarding these slides feel free to reach out to me.
This document provides an executive overview of GAMI LLC, an outsourcing firm that helps digital agencies, software companies, and technology firms increase revenue and reduce costs. Key points:
- GAMI was founded in 2006 and works with over 150 clients to provide services like web development, mobile development, and eCommerce solutions.
- Client testimonials praise GAMI's responsiveness, transparency, ability to anticipate needs, and delivering projects on time and on budget, resulting in increased revenues and cost savings of 20-30% for clients.
- GAMI offers flexible engagement models including dedicated resources, projects, and outsourcing challenges faced by technology companies like finding quality talent and managing offshore resources.
A short document discusses obscene gestures and was born in 2009. In just a few words, it references obscene gestures and provides the year 2009, but does not provide much other contextual information that could be summarized in 3 sentences or less.
This document provides a summary of James Gold's experience and qualifications as a film editor. It outlines over 15 years of experience editing a wide range of projects from documentaries to commercials. It also lists several award-winning and nominated documentary programs edited by James Gold. The document then provides highlights of James Gold's editing credits from January 2014 to the present, including numerous documentaries for BBC, Channel 4, and Discovery Channel.
Aequator AG is a Swiss company that manufactures coffee machines. It was founded in 1975 and has since become a global leader in the industry. Aequator prides itself on producing high-quality, Swiss-made machines with easy handling, hygiene, and low maintenance in mind. The document provides an overview of Aequator's history, facilities, product portfolio, and emphasis on hygiene and environmental sustainability. Key products include the Santos, LG, Brasil, and LV lines of machines that use powdered or liquid milk systems.
The document summarizes the predicted and actual weather for several days in mid-April 2011 in Pe-Ell, Washington. It includes high and low temperatures as well as rainfall amounts. On April 17th, the predicted high was 52 degrees but the actual high was 55 degrees with 0.01 inches of rain. Cumulus clouds were observed.
John Massman presented on using data visualization to effectively communicate insights from data analyses. He discussed two case studies where emphatic graphs combining key information and consequences were used to have pointed discussions that led to positive outcomes. In one case, an analysis of 1700 adult-child matches identified characteristics that correlated with long-term relationships, directly resulting in a programmatic change. In another case, quantifying the benefits of long-term mentoring relationships allowed an organization to report tangible benefits to stakeholders. Massman advocated for data presentations that create "wow factors" to engage audiences.
Amy Nelson kept a weather journal from April 1st to April 11th. Each entry included the predicted weather from Accuweather.com compared to the actual weather measurements. Amy noted the cloud types each day using pictures and descriptions from Clouds-online.com. The weather was generally cool and cloudy with rain or drizzle most days. Cloud types included nimbostratus pannus, stratus fractus, stratus nebulosus, stratus opacus, cumulus congestus, cumulus clouds, and cumulus fractus.
SATTA MATKA DPBOSS KALYAN MATKA RESULTS KALYAN CHART KALYAN MATKA MATKA RESULT KALYAN MATKA TIPS SATTA MATKA MATKA COM MATKA PANA JODI TODAY BATTA SATKA MATKA PATTI JODI NUMBER MATKA RESULTS MATKA CHART MATKA JODI SATTA COM INDIA SATTA MATKA MATKA TIPS MATKA WAPKA ALL MATKA RESULT LIVE ONLINE MATKA RESULT KALYAN MATKA RESULT DPBOSS MATKA 143 MAIN MATKA KALYAN MATKA RESULTS KALYAN CHART
Satta matka fixx jodi panna all market dpboss matka guessing fixx panna jodi kalyan and all market game liss cover now 420 matka office mumbai maharashtra india fixx jodi panna
Call me 9040963354
WhatsApp 9040963354
SATTA MATKA DPBOSS KALYAN MATKA RESULTS KALYAN MATKA MATKA RESULT KALYAN MATKA TIPS SATTA MATKA MATKA COM MATKA PANA JODI TODAY BATTA SATKA MATKA PATTI JODI NUMBER MATKA RESULTS MATKA CHART MATKA JODI SATTA COM INDIA SATTA MATKA MATKA TIPS MATKA WAPKA ALL MATKA RESULT LIVE ONLINE MATKA RESULT KALYAN MATKA RESULT DPBOSS MATKA 143 MAIN MATKA KALYAN MATKA RESULTS KALYAN CHART KALYAN CHART
Tired of chasing down expiring contracts and drowning in paperwork? Mastering contract management can significantly enhance your business efficiency and productivity. This guide unveils expert secrets to streamline your contract management process. Learn how to save time, minimize risk, and achieve effortless contract management.
Presentation by Herman Kienhuis (Curiosity VC) on Investing in AI for ABS Alu...Herman Kienhuis
Presentation by Herman Kienhuis (Curiosity VC) on developments in AI, the venture capital investment landscape and Curiosity VC's approach to investing, at the alumni event of Amsterdam Business School (University of Amsterdam) on June 13, 2024 in Amsterdam.
Adani Group's Active Interest In Increasing Its Presence in the Cement Manufa...Adani case
Time and again, the business group has taken up new business ventures, each of which has allowed it to expand its horizons further and reach new heights. Even amidst the Adani CBI Investigation, the firm has always focused on improving its cement business.
𝐔𝐧𝐯𝐞𝐢𝐥 𝐭𝐡𝐞 𝐅𝐮𝐭𝐮𝐫𝐞 𝐨𝐟 𝐄𝐧𝐞𝐫𝐠𝐲 𝐄𝐟𝐟𝐢𝐜𝐢𝐞𝐧𝐜𝐲 𝐰𝐢𝐭𝐡 𝐍𝐄𝐖𝐍𝐓𝐈𝐃𝐄’𝐬 𝐋𝐚𝐭𝐞𝐬𝐭 𝐎𝐟𝐟𝐞𝐫𝐢𝐧𝐠𝐬
Explore the details in our newly released product manual, which showcases NEWNTIDE's advanced heat pump technologies. Delve into our energy-efficient and eco-friendly solutions tailored for diverse global markets.
Best Competitive Marble Pricing in Dubai - ☎ 9928909666Stone Art Hub
Stone Art Hub offers the best competitive Marble Pricing in Dubai, ensuring affordability without compromising quality. With a wide range of exquisite marble options to choose from, you can enhance your spaces with elegance and sophistication. For inquiries or orders, contact us at ☎ 9928909666. Experience luxury at unbeatable prices.
Efficient PHP Development Solutions for Dynamic Web ApplicationsHarwinder Singh
Unlock the full potential of your web projects with our expert PHP development solutions. From robust backend systems to dynamic front-end interfaces, we deliver scalable, secure, and high-performance applications tailored to your needs. Trust our skilled team to transform your ideas into reality with custom PHP programming, ensuring seamless functionality and a superior user experience.
The Role of White Label Bookkeeping Services in Supporting the Growth and Sca...YourLegal Accounting
Effective financial management is important for expansion and scalability in the ever-changing US business environment. White Label Bookkeeping services is an innovative solution that is becoming more and more popular among businesses. These services provide a special method for managing financial duties effectively, freeing up companies to concentrate on their main operations and growth plans. We’ll look at how White Label Bookkeeping can help US firms expand and develop in this blog.
Prescriptive analytics BA4206 Anna University PPTFreelance
Business analysis - Prescriptive analytics Introduction to Prescriptive analytics
Prescriptive Modeling
Non Linear Optimization
Demonstrating Business Performance Improvement
NIMA2024 | De toegevoegde waarde van DEI en ESG in campagnes | Nathalie Lam |...BBPMedia1
Nathalie zal delen hoe DEI en ESG een fundamentele rol kunnen spelen in je merkstrategie en je de juiste aansluiting kan creëren met je doelgroep. Door middel van voorbeelden en simpele handvatten toont ze hoe dit in jouw organisatie toegepast kan worden.
During the budget session of 2024-25, the finance minister, Nirmala Sitharaman, introduced the “solar Rooftop scheme,” also known as “PM Surya Ghar Muft Bijli Yojana.” It is a subsidy offered to those who wish to put up solar panels in their homes using domestic power systems. Additionally, adopting photovoltaic technology at home allows you to lower your monthly electricity expenses. Today in this blog we will talk all about what is the PM Surya Ghar Muft Bijli Yojana. How does it work? Who is eligible for this yojana and all the other things related to this scheme?
The report *State of D2C in India: A Logistics Update* talks about the evolving dynamics of the d2C landscape with a particular focus on how brands navigate the complexities of logistics. Third Party Logistics enablers emerge indispensable partners in facilitating the growth journey of D2C brands, offering cost-effective solutions tailored to their specific needs. As D2C brands continue to expand, they encounter heightened operational complexities with logistics standing out as a significant challenge. Logistics not only represents a substantial cost component for the brands but also directly influences the customer experience. Establishing efficient logistics operations while keeping costs low is therefore a crucial objective for brands. The report highlights how 3PLs are meeting the rising demands of D2C brands, supporting their expansion both online and offline, and paving the way for sustainable, scalable growth in this fast-paced market.
Cover Story - China's Investment Leader - Dr. Alyce SUmsthrill
In World Expo 2010 Shanghai – the most visited Expo in the World History
https://www.britannica.com/event/Expo-Shanghai-2010
China’s official organizer of the Expo, CCPIT (China Council for the Promotion of International Trade https://en.ccpit.org/) has chosen Dr. Alyce Su as the Cover Person with Cover Story, in the Expo’s official magazine distributed throughout the Expo, showcasing China’s New Generation of Leaders to the World.
Cover Story - China's Investment Leader - Dr. Alyce SU
Client Relations 2013 Strategy
1. w w w . c o m p e t e . c o m
Compete Client Relations
2013 Strategy
Presented by Lindsey Mark
2. w w w . c o m p e t e . c o m2
Facilitate Self-service |
High-tech High-touchAnticipatory Outreach |
Community Building |
Increase customer
engagement and
satisfaction…
3. w w w . c o m p e t e . c o m3
Facilitating Self-service
Empower customers to easily
answer questions and find
product resources.
4. w w w . c o m p e t e . c o m4
• Rarely specialize only
in competitive
behavioral analytics.
• Are consistently asked
to do more with less.
• Want answers to their
questions quickly, on
their time.
• Want to a seamless
experience.
OurCustomers
Photo credit: Shandi-lee
5. w w w . c o m p e t e . c o m5
• Keeping our forums
up-to-date.
• Optimizing our contact
forms.
• Lay the foundation for
in application content
Self-service is
important and we’ll
start by…
Photo credit: Phae
6. w w w . c o m p e t e . c o m6
• Customerdemand
• Forums receive 1,500-1,600 views a month
from 1,000 customers.
• Retention
• PRO’s canceling often say they didn’t know
how to use the product.
• Fasterresponseavailable24-7
• More accessible & scalable.
• Frees our team to focus on high-touch
value-adding interactions.
Why Self-Service?
Photo Credit: ucumari
7. w w w . c o m p e t e . c o m7
Benjamin Franklin
“An investment in
knowledge pays the
best interest.”
8. w w w . c o m p e t e . c o m8
Photo Credit: geoftheref
Long-term
Vision
To engage with our
customers in a central
place, with the goal of
creating a community that
learns from us as well as
one another.
9. w w w . c o m p e t e . c o m9
High-tech high-touch
anticipatory outreach
High-tech approaches to providing
scalable “must-have” services
10. w w w . c o m p e t e . c o m10
Implement Customer Nurture Programs
Send customers a series of messages to help
them get on boarded and continue to engage
them with helpful content throughout their
subscription.
Personalized outreach
Using bring the human element into customer
conversations.
Leverage Videos to Train Customers
Sending short screencasts to show them rather
than tell them how to do something.
High-TechAnticipatoryApproaches
Photo Credit: TangYauHoong & ucumari
11. w w w . c o m p e t e . c o m11
Creating resources to help customers understand.
Nurture Programs & One-Sheeters
Photo credit: andre.vanrooyen
12. w w w . c o m p e t e . c o m12
Taking the extra step to help visual learners.
We show our customers “how”
Photo Credit: * Cati Kaoe *
13. w w w . c o m p e t e . c o m13
High-value touch points through short video messages.
Vsnap “Your customers are not robots. They're people.”
Photo Credit: Jeremiah John McBride
14. w w w . c o m p e t e . c o m14
Benjamin Franklin
“Tell me and I forget,
teach me and I may
remember, involve me
and I learn.”
15. w w w . c o m p e t e . c o m15
Photo Credit: Arno Meintjes Wildlife
Long-term
Vision
We’re committed to
optimizing the customer
experience with strategic
value-adding touch
points, working in concert
with Inside Sales to
increase retention and
renewals.
16. w w w . c o m p e t e . c o m16
Community
Engagement
Getting to know customers away
from their keyboards.
17. w w w . c o m p e t e . c o m17
User’s Group Agenda
• Guest Speaker
• Product Updates
• Breakout Sessions
• Networking
Where & When
• Boston User’s Group
April 2013
• New York City User’s
Group
Q2 TBD
Compete PRO User’s Group
Photo Credit: nailbender
18. w w w . c o m p e t e . c o m18
Each Event
• Host 20-30 participants.
• Find customer speaker for
our next event.
• Gather customer
feedback about our
Products/Services.
• Garner interest for a
special VIP beta group.
• Foster sharing of ideas &
use cases for our
products across
industries.
Foster communities in key cities
User’s Group Goals
Photo Credit: bdu
19. w w w . c o m p e t e . c o m19
Photo Credit:: alles-schlumpf
Long-term
Vision
Sponsor future user’s
groups with a strong
community leader in these
cities. Work to foster a
healthy Compete User’s
community.
20. w w w . c o m p e t e . c o m20
Rethinking the PRO
Premium Services
Offering
Differentiating between
support and services
21. w w w . c o m p e t e . c o m21
Bybreakingoutthecomponent
offeringsfromthecurrent“Platinum
Support”packageintoseparate
supportandserviceofferingswe
canhavemorecompetitive
pricing,andgivecustomersonlythe
componentstheyneed.
Simplifying and realigning support & services
Photo Credit: Rainbirder
22. w w w . c o m p e t e . c o m22
• Increaserevenue,retention,andsatisfaction
• Clearerdefinition ofscopeandbettersettingofcustomerexpectations
• Winnewbusinessbasedonuniqueserviceoffering
• Createpartnershipsthatwillallowustogrowaccounts
• BetterROIforprospects
• Abilitytoaddinsightstosyndicateddata
Ala carte service & support options
23. w w w . c o m p e t e . c o m23
Photo Credit: Randy Son Of Robert
Long-term
Vision
Grow the services branch
of our product offering for
organizations that want to
leverage our expertise
from compete’s syndicated
products.
24. w w w . c o m p e t e . c o m24
Team building, staying focused, and
celebrating customer praise
The Importance of
alignment & values
25. w w w . c o m p e t e . c o m25
Compete Client Relations Team
Sarah Friedman
Client Relations Specialist
Kristina Lopez
Client Relations Co-Op
Photo Credit: Jared Deluca
26. w w w . c o m p e t e . c o m26
1. What are some of your personal core values?
2. What motivates/discourages you?
3. What is example of an accomplishment you’re proud of (can be anything)?
4. I feel most happy when?
5. What was the last customer service experience made you feel warm & fuzzy?
6. I pride myself on?
7. How do you like to be recognized, acknowledged and rewarded for a job well
done?
8. What makes you feel like a valuable contributor?
9. My biggest strength/weakness is?
10.If you could focus on improving /learning one thing this quarter what would it be?
It’s much easier when you first agree on your values.
Striking a balance can be difficult.
27. w w w . c o m p e t e . c o m27
1. We are committed to anticipating our customer’s needs, proactively
reaching out, and carrying ourselves with patience and infectious
optimism.
2. We are advocates for our clients —acting as liaisons within our
organization to facilitate timely and accurate data, must-have
features and functionality, and externally to promote the knowledge
and understanding to derive actionable insights from our
products.
3. We’re respectful of our client’s time, listen carefully, and
are thoughtful in our actions and recommendations.
4. We work hard to keep up-to-date on industry trends so that
our clients value our expertise and think of our products and
services as “must have”.
5. We have a strong appreciation of facial hair,
specifically mustaches and coffee too!
Our Team Values
28. w w w . c o m p e t e . c o m28
Westay customer
focused
Our values live in
context of
real, positive customer
feedback that’s
updated regularly.
• Updated weekly
using our satisfaction
surveys and VOC
tags.
• Anyone on the team
can submit content
in any format.
29. w w w . c o m p e t e . c o m29
@linji
http://gplus.to/linji
http://linkedin/in/lmark
Questions
Photo Credit: Bob Jagendorf
Editor's Notes
I’m going to share with you a few words of inspiration that resonate with me in regard to my department’s experience and approach we take in using Zendesk.
Sometimes you have to walk before you can run, in the beginning it can be awkward getting your footing and moving forward but when you’re determined you’ll get there! What we’re committed to do…
We know customers are already using it, and will likely benefit from it being enabled from within the application.Positively impacts customer retentionEnabling self-service will allow us to respond faster, make knowledge more accessible, and will save precious time and resources to tackling more difficult questions and focus on being proactive with our customer base.
We invest in our customers so that they feel confident building a relationship with us.
When it comes to the initiatives we want to make our syndicated services more personable and our communications more transparent and proactive. This includes reaching out to clients for data and website issues that impact their use with the goal of being both proactive and as transparent as possible. We’re also hoping to leverage new technologies to innovate in the way we interact with customers with the goal of building relationships and increasing retention.
We know new customers will need to learn how to effectively use our products, so we nurture our customers with content showing them how to get value. Common resources includeOne SheetersTactical Step-by-step Nurture EmailsTraining InvitesPersonalized video messaging through Vsnap – working toward this with a PilotUsing Screenr to show customers how rather than simply telling them.
These go out to new customers & are distributed to current customers alike.
I know I shared a number of tips and tricks that my team has leveraged over the years, however… I thought I’d throw in something we’ve been collectively working on that might get you thinking about your company, your teams, and the impact that you can have on the experience of your customers and colleagues.
These were some of the questions we answered together, from our answers we were able to vocalize some common themes. I then used these themes to articulate our team values.